EVGA RMA heart-ache

M

misan-thrope

[H]ard|Gawd
Joined
Oct 9, 2001
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So here is the deal. I had my 9800GTX+ finally keel over on me. Sent it in to EVGA, they sent back a 9800GTX KO, which uses the larger 65nm die vs. the +s 55.
Spent 2 hours (95% of which was on hold) dealing with a couple reps, was promised that yes, they would correct this for me, yes they are sorry yada yada yada...
Guess what? Another 512-P3-N875-AR is on its way! So not only do I have an older card, but they sent me the SAME BLOODY CARD twice now trying to correct this mistake.:( It's not that big of a difference I know, but its the principle. I went out of my way to make sure I got the +, then they send me an older, no-longer-in-production card TWICE. And to add more salt to this papercut, I get to pay out of :mad:MY POCKET:mad: to send back for their mistake...
So this I ask o mighty and knowing [H], has EVGA slipped? Who is king of RMA service now?
 
misan-thrope said:
So here is the deal. I had my 9800GTX+ finally keel over on me. Sent it in to EVGA, they sent back a 9800GTX KO, which uses the larger 65nm die vs. the +s 55.
Spent 2 hours (95% of which was on hold) dealing with a couple reps, was promised that yes, they would correct this for me, yes they are sorry yada yada yada...
Guess what? Another 512-P3-N875-AR is on its way! So not only do I have an older card, but they sent me the SAME BLOODY CARD twice now trying to correct this mistake.:( It's not that big of a difference I know, but its the principle. I went out of my way to make sure I got the +, then they send me an older, no-longer-in-production card TWICE. And to add more salt to this papercut, I get to pay out of :mad:MY POCKET:mad: to send back for their mistake...
So this I ask o mighty and knowing [H], has EVGA slipped? Who is king of RMA service now?
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I too have notice a recent decline in the way how EVGA handles their RMA. Several months ago my 8800 GTX crapped out on me and I had to request a RMA. Needless to say, I was unsatisfied when I got my card back. I would also like to know which company has taken the crown.
 
how did you get your card back? great... I'm waiting for them to send me a card back now. You guys got me worried :(

OP, besides the obvious potential heat issues with the larger chip, does it perform any different? I mean, the card worked ok didn't it?
 
I realize getting the larger process card back is kinda shitty but it's hardly the end of the world. They perform the same afaik.
 
The new card runs slower and hotter as its shader processors are slower, and if i move them up to where the + is, it overheats (1836 vs. 1890).
It's the principle, not so much the new card itself. You send in a product, and their warranty explicitly states that they will send an equal or better value card back to you. They didn't, twice and its very frustrating and more than a bit saddening considering their reputation.
 
You're absolutely right to be pissed. If they sent you a GTX 250 or even an 8800 GTX it would be a grey area as those cards perform equal or better than your 9800 GTX+. You also need to consider the extra power you'll be paying for over that lesser card's lifetime.

Too many companies are pulling crap like this now since they think their customers won't know the difference simply because the model designation is similar.
 
dr.stevil said:
how did you get your card back? great... I'm waiting for them to send me a card back now. You guys got me worried :(

OP, besides the obvious potential heat issues with the larger chip, does it perform any different? I mean, the card worked ok didn't it?
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Well when I received my card, it was covered in some kind of white powder and the molding of the plastic clam shell they provided clearly wasn't made for the 8800 GTX. Also whenever I power up or shutdown my computer, the video card would make a loud squeal. I asked EVGA if this was a problem and they told me that it was fine. At the time I though nothing of it since everything worked, but now I am staring to hear that same squeal when I play games on max settings or when I stress test it.

chinesepiratefood said:
Oh noes, 2 people had a bad experience, EVGA is bad. Everyone jump ship to Sparkle.
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I never said EVGA is a bad company. I still think their customer service is still top notch; however it is their RMA department that is dragging their reputation down.
 
I stand corrected. I didn't remember back on those cards that there was a performance (ie:shader difference) between the 55nm and 65nm versions.

Yes I would be pissed too, call em back and have them send you the correct card and make sure to stress they pick up the return shipping for the wrong cards since it's THEIR fault. Simple as that. Oh and if they don't have any 55nm in stock for rma for whatever reason ask them to make a concession to a better card which I am sure they would do if you push them politely. GL dude.
 
Must be bad luck man. I had a 7900 GT CO SC go bad, they replaced it with an 8800 GTS 320. Had an 8800 GTS 640 die, they replaced it with an 8800 Ultra. They've been very good to me. Odd you spent so much time on hold, I've always gotten right through.
 
Quit your whining. The KO card is overclocked, and has the exact same specs as the EVGA 9800GTX+ cards do.

512-P3-N875-AR

Core = 738
Shader = 1836
Mem = 2250

9800GTX+

Core = 740
Shader = 1836
Mem = 2200

Here is their spec page (if I linked the wrong 9800GTX+ then you ought to tell us your model number next time):

http://www.evga.com/support/specs/default.asp?fam=20

Sounds like the same card to me, minus the higher power draw. EVGA will send you whatever they have in-stock that has equivilant performance; they make no mention that they will go out of their way to give you the exact same card.
 
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RMA service crown = BFG.

Sorry to hear about your troubles.

I have had great service from EVGA when it was needed.
I have had stellar service from BFG.
 
defaultluser said:
Quit your whining. The KO card is overclocked, and has the exact same specs as the EVGA 9800GTX+ cards do.

512-P3-N875-AR

Core = 738
Shader = 1836
Mem = 2250

9800GTX+

Core = 740
Shader = 1836
Mem = 2200

Here is their spec page (if I linked the wrong 9800GTX+ then you ought to tell us your model number next time):

http://www.evga.com/support/specs/default.asp?fam=20

Sounds like the same card to me, minus the higher power draw. EVGA will send you whatever they have in-stock that has equivilant performance; they make no mention that they will go out of their way to give you the exact same card.
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I agree, I should stop bitching. We should all stop bitching when a company doesn't fulfill even basic customer service. We should all just bury our heads in the sand so companies can do as they please, why speak out when you can point the finger at the person wronged and say "Shut up already, you're disturbing those companies and might even hurt their feelings." Don't like what I have to say? Walk away from the thread and move on with your life.
 
misan-thrope said:
I agree, I should stop bitching. We should all stop bitching when a company doesn't fulfill even basic customer service. We should all just bury our heads in the sand so companies can do as they please, why speak out when you can point the finger at the person wronged and say "Shut up already, you're disturbing those companies and might even hurt their feelings." Don't like what I have to say? Walk away from the thread and move on with your life.
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uh, they send you a card which is identical in performance - which is what they claim they will do in the event of an rma - and they're not fulfilling basic customer service?
 
misan-thrope said:
I agree, I should stop bitching.
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You should.

We should all stop bitching when a company doesn't fulfill even basic customer service.
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Thanks to your pointless whining, you've deprived several other customers of the best experience possible. While you've been nitpicking, the CSRs could have been helping other customers get the same prompt service you did.

We should all just bury our heads in the sand so companies can do as they please, why speak out when you can point the finger at the person wronged and say "Shut up already, you're disturbing those companies and might even hurt their feelings." Don't like what I have to say? Walk away from the thread and move on with your life.
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It would have been sad if you got a non-working card (or two in a row even) via RMA. It would be scandalous if they took your broken 9800GTX+ and RMAed you a GT 240.

But it wasn't. You're just bitching over cosmetic differences.

Did you know that all of the early 9800GTX+ cards were actually 65nm cards that were just overclocked? Did you know that Nvidia only reported %100 transition to 55nm tech for the 9800GTX+ in November 2008, and you could have easily bought a 65nm chip card on the market for months afterward (they had to clear-out remaining stock)?

“We have 65nm inventory remaining, but everything we are ramping now is 55nm and everything on the high-end that we are shipping now is 55nm,”
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It sucked because Nvidia pulled a completely silent transition, with no changes to the product labeling or SKUs.

Who knows, your super-amazing 9800GTX+ might have been 65nm after-all! Did you even bother to check in GPU-Z or Everest?
 
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I guess EVGA's customer services has declined a bit in the previous years (probably because they are cutting corners like everyone else because of the economy) but needless to say they are still number 1. EVGA FTW! :D
 
freeze888 said:
Also whenever I power up or shutdown my computer, the video card would make a loud squeal.
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Oh, so that's where that noise is coming from! I had a pair of 8800 GTXs, but I was wondering if it was the PSU making that noise.
 
What is wrong with all of you people saying that eVGA is not at fault and the OP should quit whining? Also, Emura, you have been here for 1 day, so I don't think you deserve to slam someone that has been a member for 8.3 years.

Now, eVGA is a great company and has always been, but, with that being said, they are cutting corners as previously posted. Everyone is. At least you got a card with similar performance.

I think that everyone should stop bashing this guy and let him vent his frustrations here. That's what the forums are for. If he feels he was wronged, then it is his right to talk about it.

I understand your situation, and I hope you get it resolved fairly and quickly.
 
I've been hearing of EVGA's customer service decline for the past several months. It made me think twice about an EVGA video card. I've heard good things about BFG though.

As far as 65nm vs. 55nm, you absolutely deserve a 55nm. 55nm offers both lower power draw and less heat - what if your power supply couldn't handle the extra power draw? (Not likely, but still a possibility.) They are in the wrong here. It's like Intel replacing your Wolfdale/Penryn with a Conroe.
 
i think its a large overreaction honestly....and guys, stop talking about "power draw"....you'll never see or care about that difference...leaving a light on for one day probably used more power than the difference between the old card and the new one would running all year long.......

i think they fulfilled their end of the deal just fine, i think you are being a little unreasonable in making a huge production about this
 
I would want a 55nm 9800gtx+ back, That is what he bought and paid for. I dont want a 65nm gtx 260 if and when my new 55nm gtx 260 goes bad. OP is not unreasonable at all. Call them again and raise hell until they get it right. You didnt buy a sapphire/his/diamond card. I would go post this up on the evga forums. The only reason I buy evga nvidia cards is their service, if they aren't providing that, then hell, I might as well buy the cheapest nvidia card and get screwed for less money.
 
I'm still thinking eVGA is top for service. I was getting the infamous buzz from my GTX260 whenever it went into 3D or CUDA. I got an RMA from them and the replacement card unfortunately buzzed too. After talking with eVGA tech support, they suggested I might change my PSU out. Swapped my 700w Ultra XVS for a Corsair HX650 and noise went away. Seems my 12V line wasn't able to handle my system at full load (crappy PSU, but that's another story...)

Now this isn't the reason why I feel the are great, as any company can help you troubleshoot. What was really great was I have an -RX card (recertified) that comes with a 90-day warranty. When the card started buzzing I was 60 days into the warranty. Had the replacement card exactly 1 week after mailing mine back. I didn't have the money to buy a new PSU immediately. eVGA lengthened my warranty out until I could verify the PSU was the culprit and not another faulty vid card. They didn't need to give me a longer warranty. They could have told me "sorry, 90 days!" but they gave me the benefit of the doubt until I could confirm the issue was on my end. That alone gives me reason to say their support is still top notch (this happened about 6 weeks ago).
 
I don't really see that they wronged you at all, for most people that replacement would have been more than good enough.

That isn't to say you are wrong in asking for a 55nm model. It's probably something they just overlooked or didn't think would be important. It sounds like they are willing to make it right, just have underpaid idiot support people working which is pretty typical.

See if you can decline the package instead of having to send another card back on your own dime.
 
I don't get it.
How can people seriously be telling this guy to stfu and take it? He got a different card than that of which he sent in.

Excuse the analogy here, but that's like sending in a 2008 Chevy 1500 into the shop, and them giving you back a 2006 Chevy 1500.
They are similar but not the same, one is an older model with older technology and worse gas mileage.
Would you just shut up and take it because it was 'similar'?

I can tell you that 99% of you would walk back in and demand the new one because of styling or gas prices, so why is it so different with a cheaper item?

Why should he have to sacrifice money because they want to give him a similar item?
Albeit small amounts of $$ spent in energy between the two models, he is overall at a net loss, and nobody should have to deal with that after a product dies.
 
Exactly. Also, doesn't a 65nm part offer slightly lower performance than a 55nm part? I seem to remember Intel's Penryn chips offering a decent performance boost over the Conroe parts with no major redesigns, just the die shrink.
 
I'm really amazed that there's any arguing at all. The card should be replaced and EVGA should reimburse the user for the shipping charges. period.
 
I think the person that you deal with is the largest single factor. I also had an older card fail on me but I had long ago disposed of the original heatsink and fan since the card was watercooled. This is obviously a no-no under EVGA policy and the first rep told me I was SOL. I called back and a second rep laughed, gave me an RMA number and handled the entire transaction with no hassles. Since their pool of 8800 GTS 640's had long dried up, they sent me a GTX replacement. I was a happy camper and got a better result than what I had expected. Had I not called back the second time, I too would be disappointed. Sometimes it just ends up being luck of the draw with CS agents.
 
Any time you have a problem with EVGA RMA you should ask to talk to Mike K. or Joe Darwin they do take all complaints very seriously. Unfortunatly your problem is during CES so you may have to wait until Tuesday to get an answer.You could e-mail them today then wait for them to get back. Any time I have got a bad product form RMA they have always given cross ship and free return shipping.
 
iride4u said:
Any time you have a problem with EVGA RMA you should ask to talk to Mike K. or Joe Darwin they do take all complaints very seriously. Unfortunatly your problem is during CES so you may have to wait until Tuesday to get an answer.You could e-mail them today then wait for them to get back. Any time I have got a bad product form RMA they have always given cross ship and free return shipping.
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+1 for Mike K.
 
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WozniakMac said:
Also, Emura, you have been here for 1 day, so I don't think you deserve to slam someone that has been a member for 8.3 years.
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Wait, what? I wasn't slamming anyone. I was just observing that my computer was making that same strange squeal as his.
 
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