EVGA Customer Support (thumbs down)

HkRedefine

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Forgive me if this is in the wrong forum.

I bought an 8800GT from EVGA online shortly after they first came out. When I got the card it was defective so I sent it back for a refund (I chose a refund rather than replacement because I decided to go cheap and get a 7900GS). This was about two months ago and I STILL haven't gotten my money back. I've talked to a few different customer service reps at EVGA and some have acted like this is the biggest injustice they've ever been notified of while others have told me it usually does take 8-10 weeks (without a good explanation why). I've also e-mailed their "rebate specialist" a few times without any response. I basically feel like EVGA just doesn't want to give my $300 back.

Any input about EVGA would be appreciated. I'm confused by this because I'd heard nothing but good things about their customer service. :confused:
 
Forgive me if this is in the wrong forum.

I bought an 8800GT from EVGA online shortly after they first came out. When I got the card it was defective so I sent it back for a refund (I chose a refund rather than replacement because I decided to go cheap and get a 7900GS). This was about two months ago and I STILL haven't gotten my money back. I've talked to a few different customer service reps at EVGA and some have acted like this is the biggest injustice they've ever been notified of while others have told me it usually does take 8-10 weeks (without a good explanation why). I've also e-mailed their "rebate specialist" a few times without any response. I basically feel like EVGA just doesn't want to give my $300 back.

Any input about EVGA would be appreciated. I'm confused by this because I'd heard nothing but good things about their customer service. :confused:

If you cannot get this resolved there is a few eVGA mods here along with Kyle.

Good Luck!
 
I feel your pain ive been having a hard time with them as well. So much so that I won't be buying anymore of their products.
 
I know there are a few EVGA reps here. but have you tried thier forums? The reason I ask is I have had a coule of issues with EVGA (some my own doing) and no matter who the fault was on everone of them have been resolved for me with in hours of me posting.
 
Forgive me if this is in the wrong forum.

I bought an 8800GT from EVGA online shortly after they first came out. When I got the card it was defective so I sent it back for a refund (I chose a refund rather than replacement because I decided to go cheap and get a 7900GS). This was about two months ago and I STILL haven't gotten my money back. I've talked to a few different customer service reps at EVGA and some have acted like this is the biggest injustice they've ever been notified of while others have told me it usually does take 8-10 weeks (without a good explanation why). I've also e-mailed their "rebate specialist" a few times without any response. I basically feel like EVGA just doesn't want to give my $300 back.

Any input about EVGA would be appreciated. I'm confused by this because I'd heard nothing but good things about their customer service. :confused:


8-10 weeks!!! that has to be the most ridiculous BS claim from any company. Why is it that they can drain your bank account of $300 in 2.5 seconds electronically but take 8-10 weeks to give your money back. That is basically stealing and if this is true I would make it my mission in life to tell as many people as possible.

Have you contacted the Better Business Bureau? maybe that would help.
 
I know there are a few EVGA reps here. but have you tried thier forums? The reason I ask is I have had a coule of issues with EVGA (some my own doing) and no matter who the fault was on everone of them have been resolved for me with in hours of me posting.

That still no excuse for not refunding his money within a few business days.
 
Have you tried emailing one of the listed support folks on their EVGA support page directly? Also I assume you've confirmed they received the card back?

I've had nothing but stellar support from EVGA, and wouldn't buy from anyone else. Since I got my first 6800GT I have bought exclusively from them.

Sorry you are having such a hard time, but for me it's not indicative of the entire company.
 
Sounds like their ecommerce component is a little lacking compared to their ability to service the actual hardware. If this had been NewEgg, you would have had your money back within a couple of days. This is not normal SOP for any company doing any type of retail transaction.
 
Shoot a PM to RussianHAXOR here in the forums or try shooting an email to Joe Darwin @ evga. [email protected], he is Marketing Director. Might even try posting in their forums.
 
If it was newegg wouldnt it have passed its 30 days and you wouldnt get squat.. :p

When did the original poster say anything about passing 30days or anything with passing any type of refund policy?

I bought an 8800GT from EVGA online shortly after they first came out. When I got the card it was defective so I sent it back for a refund (I chose a refund rather than replacement because I decided to go cheap and get a 7900GS). This was about two months ago and I STILL haven't gotten my money back.

Understand? I hope so.
 
When did the original poster say anything about passing 30days or anything with passing any type of refund policy?

I bought an 8800GT from EVGA online shortly after they first came out. When I got the card it was defective so I sent it back for a refund (I chose a refund rather than replacement because I decided to go cheap and get a 7900GS). This was about two months ago and I STILL haven't gotten my money back.

Understand? I hope so.

Well he said shortly after they came out, and since they've been out ~70 days, just assumed. No need to get cranky about it ;)
Im so used to posting anonymously

EDIT: My original 30 day post was reffering to the user that said if it had been newegg, would have gotten his money back in days
 
Any input about EVGA would be appreciated. I'm confused by this because I'd heard nothing but good things about their customer service. :confused:

A refund should take a DAY, not weeks, that is really poor, I wouldn't buy from a company that does that and I wouldn't suggest others to buy from them either.

My only experience dealing with eVGA customer support was also a very poor one which was never resolved, the didn't let me "step up", they didn't say "we're out of stock for a while, we'll let you know later when you can step up", they just said no. Was very upsetting, up until then I had been a happy repeat customer for a couple generations of eVGA cards and had been recommending them to others, not anymore. :mad:

Reading about your experience is like opening an old wound and makes me want to tell everyone: "eVGA sucks, stay away from their
cards".

If it was newegg wouldnt it have passed its 30 days and you wouldnt get squat.. :p
Seems like whenever somebody posts a complaint about an article or about a company that people like, somebody always has to insult the OP without bothering to think/understand first, that maybe the OP is correct?

8-10 weeks!!! that has to be the most ridiculous BS claim from any company. Why is it that they can drain your bank account of $300 in 2.5 seconds electronically but take 8-10 weeks to give your money back. That is basically stealing and if this is true I would make it my mission in life to tell as many people as possible.

Have you contacted the Better Business Bureau? maybe that would help.
I think it's because of the stock market driving the "bottom line" above all else (including legality) and corrupt politicians that most of us Americans are becoming more and more bitter and greedy, following the examples that blood sucking greedy corrupt corporations set for us. eVGA is just following "standard business practices" to squeeze a little bit more profit out of you buy collecting the interest on YOUR money for a couple months before they give it back to you. eVGA is a GREAT company, if, you compare them to HMO/insurance companies, what they do to increase profits is let people die. I'm not gonna die because I'm stuck with a so-so video card, but I am going to be that little bit more bitter in my day-to-day life that yet another company has stiffed me.

Some day, we'll talk about "those days when customer service used to stink", maybe not soon, but some day. I have seen some companies beginning to realize that trying to maximize profit at the expense of long term growth and customer loyalty might not be the smartest thing, unless, it's just the CEO wanting to make a quick million or hundred million or whatever and get out while the getting out is good.

One unhappy customer offsets several happy customers, word of mouth is, by far, the most powerful for of advertising, be it positive or negative.
 
I think we can assume that because the OP hasn't said they denied him due to over running his refund period, that he submitted for a refund in time.

I have been having some bad experiences as well. I have gotten a 3 bad 7900GT's, a working 7950GT (incidentally worked great during my ownership with a volt mod and 720mhz core), 2 replacement 8800GTS's, 1 replacement 8800GTX, RMA'ing another 8600GT... all from EVGA. I have noticed their customer service in sharp decline. By the 3rd 7900GT they upped me to the 7950GT and it was at my doorstep in 3 days. I called for RMA on last Friday (Advanced gound RMA) and I just now got through the process of getting them to authorize it. My Fiance's machine will be about 2 weeks without a card even though I paid for an advanced RMA.
 
My Fiance's machine will be about 2 weeks without a card even though I paid for an advanced RMA.
That right there just convinced me to return my eVGA 8800GT before the 30 days runs out, I had thought their advance RMA program was a good idea, it had restored my faith in eVGA somewhat, until I read your post, that is. The point of PAYING for the ability to get an advance (cross ship) RMA should be to be able to reduce the time you have to go w/o a card to a week or less (if you go with the ground shipping option). :rolleyes:

I'll have to think for a while now what my next card will be, based on what I've read about customer service and warranty policy, I think I might go with BFG, but, I might have to go with a 3850 because I don't want a video card that burns 100+ watts when you're just doing 2d stuff like browsing the web. Can't believe that Nvidia cards don't yet let you turn off most of the "shaders" and other parts of the GPU chip when they're not needed, to save power? That's just plain dumb.

I'm curious to see how this gets resolved for the OP. Wonder why somebody from eVGA hasn't responded to this thread?
 
That right there just convinced me to return my eVGA 8800GT before the 30 days runs out, I had thought their advance RMA program was a good idea, it had restored my faith in eVGA somewhat, until I read your post, that is. The point of PAYING for the ability to get an advance (cross ship) RMA should be to be able to reduce the time you have to go w/o a card to a week or less (if you go with the ground shipping option). :rolleyes:

I'll have to think for a while now what my next card will be, based on what I've read about customer service and warranty policy, I think I might go with BFG, but, I might have to go with a 3850 because I don't want a video card that burns 100+ watts when you're just doing 2d stuff like browsing the web. Can't believe that Nvidia cards don't yet let you turn off most of the "shaders" and other parts of the GPU chip when they're not needed, to save power? That's just plain dumb.

I'm curious to see how this gets resolved for the OP. Wonder why somebody from eVGA hasn't responded to this thread?

Youll learn very quickly that the grass really isnt greener on the other side. On top of that i dont believe there is any video card on the market that sucks 100+ watts in 2D on its own.
 
holy crap.. why even bother with Evga reps? (no offense to the evga rep on here)..

i'd have a call into my bank and be doing a charge back on my CC..

this clearly falls under a chargeback..

merchandise being returned without the money returned in a timely manner..

this is ofcourse assuming you payed via CC..
 
Hardforum has been very glitchy as of late and i have not been able to reply to many posts. I cant even view the second page. If you have a problem, please contact me so that i can get it resolved ASAP.
 
Hardforum has been very glitchy as of late and i have not been able to reply to many posts. I cant even view the second page. If you have a problem, please contact me so that i can get it resolved ASAP.

I'm confused with you, can you clear up a few questions :confused:

Are you on eVGA's payroll (employed at this company), or are you just a moderator on their forums? I just want to clarify if you officially speak for eVGA Customer Support .

Thanks buddy :cool:
 
I am a moderator for the forums but do technical phone support as well.

I can be trusted with your information. :)

Refunds usually take 7-10 days to clear once approved. It appears as though it has not been approved and if you work with me i will be able to help you on this.
 
I replied to this thread and i PM'ed The OP yesterday. If he really wants help he should contact me...
 
Heheh, now if they could only get those 680 -> 780i upgrade boards moving. I know thats an entirely different matter though. ;)
 
Here's my evaluation of EVGA. I thought they were a great company until the last month when I had to deal with their Step-Up program. So I sent out my card on Dec. 27, 2007. I was stepping up to an 8800GT from my 8800GTS. The card arrives on January 2, 2008 but due to EVGA being closed, it was re-delivered on January 3. It took until January 9th for EVGA to fully receive the card, i.e. updating my profile page that they had indeed received my card. Then, it took them until TONIGHT to ship out my card, which according to UPS's tracking will arrive at my house on Wednesday! I paid for 3 day select shipping on my return card and it's basically pointless since I've been waiting for this card for quite some time now. I've been with out a computer for weeks and it's disappointing to find out that I wasn't the only one have major delays with their step-ups. I saw people post on the EVGA forums that their cards were delivered in December and they finally got their cards recently or haven't heard anything from EVGA. The couple of times I called tech support RMA the guy just told me to wait and that there wasn't anything he could do until the card was fully checked in. I am no longer buying EVGA products, and that's a decision I made off of this one time experience. Besides, BFG Mike is a nice guy. He games with us. =]
 
Here's my evaluation of EVGA. I thought they were a great company until the last month when I had to deal with their Step-Up program. So I sent out my card on Dec. 27, 2007. I was stepping up to an 8800GT from my 8800GTS. The card arrives on January 2, 2008 but due to EVGA being closed, it was re-delivered on January 3. It took until January 9th for EVGA to fully receive the card, i.e. updating my profile page that they had indeed received my card. Then, it took them until TONIGHT to ship out my card, which according to UPS's tracking will arrive at my house on Wednesday! I paid for 3 day select shipping on my return card and it's basically pointless since I've been waiting for this card for quite some time now. I've been with out a computer for weeks and it's disappointing to find out that I wasn't the only one have major delays with their step-ups. I saw people post on the EVGA forums that their cards were delivered in December and they finally got their cards recently or haven't heard anything from EVGA. The couple of times I called tech support RMA the guy just told me to wait and that there wasn't anything he could do until the card was fully checked in. I am no longer buying EVGA products, and that's a decision I made off of this one time experience. Besides, BFG Mike is a nice guy. He games with us. =]
I'm in an almost identical situation as you. What's so frustrating is you'll see people who sent in their cards a week after you or I and they already have their step-up. The reason I went with an EVGA card was for the step-up, but the entire process has been extremely crappy. Their RMA department seems extremely disorganized and under-staffed. They promote the hell out of the step-up program, but don't give the support to the department that handles it.
 
Here's my evaluation of EVGA. I thought they were a great company until the last month when I had to deal with their Step-Up program. So I sent out my card on Dec. 27, 2007. I was stepping up to an 8800GT from my 8800GTS. The card arrives on January 2, 2008 but due to EVGA being closed, it was re-delivered on January 3. It took until January 9th for EVGA to fully receive the card, i.e. updating my profile page that they had indeed received my card. Then, it took them until TONIGHT to ship out my card, which according to UPS's tracking will arrive at my house on Wednesday! I paid for 3 day select shipping on my return card and it's basically pointless since I've been waiting for this card for quite some time now. I've been with out a computer for weeks and it's disappointing to find out that I wasn't the only one have major delays with their step-ups. I saw people post on the EVGA forums that their cards were delivered in December and they finally got their cards recently or haven't heard anything from EVGA. The couple of times I called tech support RMA the guy just told me to wait and that there wasn't anything he could do until the card was fully checked in. I am no longer buying EVGA products, and that's a decision I made off of this one time experience. Besides, BFG Mike is a nice guy. He games with us. =]

I stepped up my GTS to a GT as well, and got a bunk GT and had to RMA AGAIN and have yet to get my replacement. I will be selling the replacement as soon as it arrives and never buying from them again, horrible experience. The step-up nonsense is a total joke and you end up wasting more money in shipping and being weeks without a card. I should have just kept my GTS, christ.
 
I sent my card in on December 24th, it got there on the 29th, they signed for it on the 31st, but didn't update the "My Products" page until January 8th. Finally, they shipped my card out on the 10th, with an expected arrival date of the 16th.

In all fairness, we went through Christmas and New Years, and on their "My Products" status page they did say they would be closing for both a few day before and after Christmas and January 1st through 3rd. I can agree that paying for three day shipping sucks, but you had to assume that you were not the only one shipping back you card over the holiday season and that the people who work the RMA dept might actually have families too. Put both together and you have a mail room thats probably a little backed up around this time of year.

If XBox live can suffer outages becasue of an influx in new users, then EVGA can take a few extra days to ship me my package. The waiting game comes with the Christmas/New Years time frame. If this were sometime in May or June (off season) I'd be like WTF, but it's not its a naturally busy time of the year.

As for the Step-up program, it's like going to the mall the morning after Thanksgiving and asking "Why are all these people here?" They want the same deal as you!
 
I have been following this thread for a while and I thought I would put my input here too. I had 3 bad experiences with eVGA and will no longer buy their products. When I RMAed my video card and kept receiving DOA cards I knew something was up. Some people love them, some hate them, YMMV.
 
In all fairness, we went through Christmas and New Years, and on their "My Products" status page they did say they would be closing for both a few day before and after Christmas and January 1st through 3rd. I can agree that paying for three day shipping sucks, but you had to assume that you were not the only one shipping back you card over the holiday season and that the people who work the RMA dept might actually have families too. Put both together and you have a mail room thats probably a little backed up around this time of year.
No one's saying they're not allowed to take a vacation or "year-end closing" or whatever. The problem was that they didn't give any advance warning. Posting the notice a day before they closed helps absolutely no one.
 
Man I better not get a refurbished card or a DOA one. That would put me over the edge. You know what's funny about them posting up that they will be closed for the holidays? They put up the banner on the day they left. Good stuff.
 
Seconded on the DOA. I can't remember the Christmas one, but not true about the New years announcement, I remember hoping they would get to it by Jan 4th in the little window they were open. I suppose it was just the way the days fell fell this year. My guess, the RMA guys were only open Monday and Friday last week (Dec. 31 and Jan 4th) and maybe two days (Dec. 27th and 28th) the week before that. I think they deserve a little understanding.
 
That's why it's more than worth it have a second card around at all times, whether it's a cheap PCI (non-Express) card bought for that very purpose or an old card you don't sell off. Even disregarding the EVGA's Step-Up program, what if you ever need to RMA your video card? It's a cheap way to make sure that you never have to go without a computer just because you're sending in your graphics card for whatever reason.
 
What's the point of buying a crap video card to have my desktop running? I won't be able to enjoy full graphics in my games, which is exactly why I have a desktop in the first place. Might as well just continue using a laptop instead.
 
That works if you have a laptop, and that it's not crap. ;) Which applies to a lot of people, but not everybody. Anyway, you can do what I do and just keep an old (but still decent) video card instead of selling it off; I'm not planning to get rid of my 7800 GT anytime soon. Can still play every single game, just not at nearly as high settings as my new 8800 GTS 512MB.
 
after reading this my steup i started yesterday is in queue 67. my window expires tmw. i hope that isn't held against me. i just want to stepup to my new card for $27 :). my stepup was approved previously but i changed my mind. i don't see why this one would not be approved.
 
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