EVGA going downhill.

[phide]

EVGA is run by humans!!! *GASP*

Oh noes!

 

[Climber]

Not answering emails after posting their contact info sure makes them a top notch company.

Contact info posted Friday. Today is Saturday.

I didn't say I emailed them today did I? Because I didn't. But when I had emailed the staff at EVGA numerous times over the course of 3-4 weeks in regards to my step-up, about a third of them only got responses and many people were in the same predicament as I.

The higher ups and the EVGA Rep post their contact info for you to use after you posted your complaint here. You criticize them after they give you their contact info, don't use their info they gave you and you're still complaining? On a saturday nonetheless? You're just one of those customers who won't ever be satisfied no matter what someone does for you.

 

[reswob]

DId you read what i said? I said I didn't email them on Friday. I had emailed them about a month ago which pertained to the fact that they took about 3 weeks to ship my video card and had not answered my emails along with many other peoples emails.

The higher ups and the EVGA Rep post their contact info for you to use after you posted your complaint here.

You do realize that I am not the OP. and I've met Joe Darwin at GFL4, nice guy and gave me his card which had the same info he posted. I emailed him stating that i was the guy he talked to at that time and still no responses.

 

[Climber]

DId you read what i said?

Ya you said

Not answering emails after posting their contact info sure makes them a top notch company.

Which they posted friday and your response was on saturday. How else is it suppossed to read?

As far as them not answering your e-mail many months ago, I can't say anything about that nor shall I. I was just pointing out your frustrations over this weekend were inane and unrealistic.

 

[reswob]

I also said this which you probably didn't bother to read but whatever. Shit's been done and I don't like EVGA end of story.

I didn't say I emailed them today did I? Because I didn't. But when I had emailed the staff at EVGA numerous times over the course of 3-4 weeks in regards to my step-up, about a third of them only got responses and many people were in the same predicament as I.

 

[Obi_Kwiet]

Systems will always screw up, but EVGA still has the best one IMO. I'm still tickled that they sent me a Superclocked 8800GT in stock 8800GT package I ordered.

 

[Haruk]

I've had only great experiences with EVGA tech. Their 680i boards seem to have quite a few issues, as I had to go through several RMA's, but it's not their fault, since I believe it's foxconn manufacturing the boards. Their support was very fast, and set me up with next day cross shipping whenever I had a problem.

 

[Climber]

I also said this which you probably didn't bother to read but whatever. Shit's been done and I don't like EVGA end of story.

Ya I read that, you posted that after someone called you out on your post where you state that they didn't respond to e-mails after posting their contact information. I'm pretty sure we all know you don't like EVGA from your posts, its just that your posts are inane and petty.

Your post makes it seem like you e-mailed them after they posted their contact information and you were upset they didn't get back to you that day or on Saturday, which is what you were being called on. The step up I did for my roomate went smooth and sweet, 5 days from time I sent his card in to the time I had in reinstalled. Mistakes happen its how a company handles those mistakes that determines how good a company is. My experiance and many others I know love the service EVGA is and I would recommend them to anyone.

 

[veedubfreak]

Man i hope you never have to deal with Asus. You'll probably end up murdering someone or comitting suicide if dealing with evga gets you this worked up.

 

[Dethred]

I didn't even know people were still posting in this (having my college email account disconnected after graduating doesn't help). I should have known this would turn into a big to-do about nothing. I emailed RussianHaxor and one of the moderators on EVGA.com.

Kyle and Joe, its not that I don't appreciate the offer to help, but I am not going to go through literally 10 different contacts to get an RMA on a $100 card resolved. Kyle, it is a true testament of your dedication to your members and sponsors to get involved, and Joe, its nice that you're trying to get this resolved as well. The only problem seems to be the system that EVGA has set up that allows an Advanced RMA to fall through the cracks and take over a month to complete. If I don't have it by Wednesday I am going to call my Credit Card company and at the very least get my money back for the Advanced RMA that is approaching 5 weeks. Next step is to see if Newegg would be kind enough to refund my card since I have had it in my possession for less than 30 days.

If EVGA can't get their act together after talking with 4 people over the phone, emailing 2 employees, and a big discussion thread in which the manager of customer service is involved, then they have indeed gone down hill.

Others might have had great experiences with the company throughout their time purchasing from EVGA, and that is great! I, on the other hand, had great customer service in the beginning, and now its worse than Asus.

I don't have the time or patience to call or email to spend more of my time hearing "we're working on it, a supervisor is dealing with it right now." EVGA is really going to have to make it up to me for me to consider buying from them again. My dad just bought the same card off newegg.com without asking me first, so he will probably RMA it as soon as it gets to his house.

EDIT: Actually I am going to call one last time, and if the card is not on an Airplane en route to Yorktown, I am calling Visa.

 

[Climber]

EDIT: Actually I am going to call one last time, and if the card is not on an Airplane en route to Yorktown, I am calling Visa.

So I take it you haven't heard anything from them since the 31st? Its only been what 2 business days if that but have you had any updates from them?

 

[Dethred]

I haven't heard a thing either by e-mail or phone. Still on hold.

EDIT: They can't pull up the account or RMA information now. Great. Transferring to "Upper Level tech support". Still on hold.

 

[Dethred]

Well, they said the RMA got mixed with another RMA so the tracking info was wrong?? I asked to speak with someone higher up "for instance Joe Darwin", and "Christian" said he couldn't do that. They still don't know when the card will ship, and all I got was an apology... again. I really don't want to hear "I'm sorry", I want to hear "Your card will be there before the 5th week has passed.

Newegg will have to handle this one, hopefully by granting me a Refund. I am definitely going to be telling my Dad to get a refund as well and switch to XFX or get an ATi card. Now I have to spend the better part of an hour with Visa getting a refund for my EAR purchase. Ironically, I could have gotten an XXX 8600GT by XFX and it would have been the same price and could be here before my RMA.

This is completely pathetic.

 

[baleedit]

I've just got to say that the recent step-up program from 680i to 780i has brought EVGA to an all new extremely high level of customer support. People always seem to bitch when it's bad, then never a peep when it's all good (not everyone). If anyone expects better service from another company, then by all means, please let me know what they could do to match this.

So good job EVGA! I'm sure this OP will have his problem solved real soon, regardless of his obvious lack of couth.



On a side note, with his obvious rudeness, I would have dragged my feet on his RMA too. You always get more flies with honey and the squeaky wheel does not always get the grease first.

 

[Dethred]

Here we go, lets pull this thread down. Obvious rudeness? I guess its rude when you have a more-than-valid complaint about an ADVANCED RMA taking the better part of 5-weeks. I'm glad you had a good experience dealing with them.

I am not complaining about their customer service, all the reps answer the phone within minutes and are very kind. My complaint is that when there is a problem (which seems to be happening more often now), NO ONE seems to be able to fix it.

Now I am waiting for a phone call from a manager that probably won't come, seeing as the same thing was told to me on Thursday.

Tally: 5 phone calls, 2 emails, the editor of [H] and the manager of customer service entering this thread.

How hard would it be to call the warehouse, get a supervisor on the phone, and say, "Hey ____, can you grab anything as fast or faster than an 8600GT and send it to this address right now.?"

EDIT: And by the way how could you possibly know if I've been rude? I have been about as cordial and calm over the phone as anyone could possibly be in this situation.

 

[jdarwin]

If you have an issue with an RMA or EAR please email me the details and a phone number that I can call you at to assist you directly to assist.

Thanks
Joe Darwin
714-528-4500 x118
jdarwin@evga.com

 

[reswob]

Man i hope you never have to deal with Asus. You'll probably end up murdering someone or comitting suicide if dealing with evga gets you this worked up.

Oh yeah I'm totally going to kill myself over some computer hardware. Are you fucking kidding me?

 

[mrw1986]

eVGA has phenomenal customer service. The above poster is right in that nobody talks about good experiences but only bad. I just talked about this with my buddy who bent pins on his LGA775 connector on his 680i mobo and eVGA is servicing it no charge. What other company would do that? None. They are also giving him the step-up option to 780i as well.

 

[Dethred]

Well I just emailed Joe Darwin about 15 minutes ago and by the time I read through the email again my phone was ringing and it was Joe! I'll see by tomorrow whether or not it will be shipped, but seeing as Mr. Darwin was dedicated enough to call me at 1930PST I am hopeful that he is the man that can get things done.

As I stated before, EVGA is fairly responsive and cordial, but instances like this make you wonder if their system is somewhat broken/flawed. EDIT: I'm not one to pretend to know how things work, but they really need to give the support staff more authority similar to what Mr. Darwin has available to him or hire more people with his "can do" attitude.

I'll update tomorrow if there is any good news.

PS: To the other guys having a "EVGA is the worst vs. EVGA is the best", please take it to another thread.

 

[Goose]

Well I just emailed Joe Darwin about 15 minutes ago and by the time I read through the email again my phone was ringing and it was Joe! m hopeful that he is the man that can get things done.

He is the man that will get things done, tho It wouldn't hurt the company if more employees in the different processes had the ability of the 'final say'.
I'm patiently waiting for my step-up'd 8800GT to get here and Joe and Jacob have done a great job with email support and two calls from Joe. They are good in my book for what that counts for.

 

[joshua13]

Glad to hear things will likely turn up good for you.

I didn't read every single post so sorry if you have answered this.. but why did you wait so long before saying something to EVGA?

 

[Erasmus354]

Kyle and Joe, its not that I don't appreciate the offer to help, but I am not going to go through literally 10 different contacts to get an RMA on a $100 card resolved.

Let's see here, this was at 4:32PM EST--refusing to contact Joe to get the issue resolved. We then proceeded to get complaints about how entry level support guy 1 couldn't resolve the issue, just like entry level support 2,3,4 and 5 couldn't resolve it either.

Well I just emailed Joe Darwin about 15 minutes ago and by the time I read through the email again my phone was ringing and it was Joe!

Hey lookie here! He decided to go back on his word and forward his information to Joe. Look what happened, he got a response lickity split! AMAZING what talking to the right person can do!

Morale of the story : All Tech Support/Customer Support with a company EVGA's size will have problems with the entry level techs. What you need to do if you are the unfortunate one to have something go wrong like this is get in contact with the right people. With lots of companies finding the right person can be very hard, with Apple you have to email Steve Jobs to get the "Executive Support Team" of course they never advertise this. With EVGA for RMA's that is Joe Darwin, except he actively seeks out people having problems and advertises is contact information. That is the difference between EVGA and other companies.

Nobody is perfect, there will always be people that fall through the cracks like Dethred did here in any system. The difference here is that EVGA support puts themselves out there. Hopefully EVGA is constantly searching for ways to more efficiently escalate cases like this to Joe automatically without the person having to contact him themselves though. Still Dethred should not have been so stubborn and should have contacted Joe sooner.

 

[baleedit]

Those of us who keep our problems on a professional level will appreciate the fact that guys like this get taken care of too.

 

[scwam]

I've had only Evga cards for the past 3 years. I've always been dealt with professionally and quickly when I need rma's or step-ups. Even Joe himself responded to my email within hours (to my amaze) when I had some confusion on my warranty to end up just confrming what the rep had already done. I've worked at AT&T for 4 years. At the time we won the Malcolm Baldrige Award for excellence and competed against Fedex for it. Over that time I have understood what type of results come from a company with an exceeding level of customer service. Evga has never failed to meet my knowlege of those standards, and for that reason alone I continue with Evga and don't even consider another brand.

 

[Dethred]

Let's see here, this was at 4:32PM EST--refusing to contact Joe to get the issue resolved. We then proceeded to get complaints about how entry level support guy 1 couldn't resolve the issue, just like entry level support 2,3,4 and 5 couldn't resolve it either.



Hey lookie here! He decided to go back on his word and forward his information to Joe. Look what happened, he got a response lickity split! AMAZING what talking to the right person can do!

Morale of the story : All Tech Support/Customer Support with a company EVGA's size will have problems with the entry level techs. What you need to do if you are the unfortunate one to have something go wrong like this is get in contact with the right people. With lots of companies finding the right person can be very hard, with Apple you have to email Steve Jobs to get the "Executive Support Team" of course they never advertise this. With EVGA for RMA's that is Joe Darwin, except he actively seeks out people having problems and advertises is contact information. That is the difference between EVGA and other companies.

Nobody is perfect, there will always be people that fall through the cracks like Dethred did here in any system. The difference here is that EVGA support puts themselves out there. Hopefully EVGA is constantly searching for ways to more efficiently escalate cases like this to Joe automatically without the person having to contact him themselves though. Still Dethred should not have been so stubborn and should have contacted Joe sooner.

I emailed him once he specifically responded to my post with contact information. Nothing has been solved yet, but hopefully will today. Joe took the initiative and asked me to specifically contact him in a reply to one of my posts. I responded with the problem and he says he will deal with it ASAP, which is what happened with rep 1,2,3,4, and 5. Hopefully he can make things happen.

By the way, I don't consider someone to be stubborn if they are skeptical of another offer for help. Especially after 5 calls to customer service over the course of the month and 2 emails to EVGA moderators on their forum.

Hopefully by the end of the week I can amend my first post with a positive update, but I don't think I'll buy from EVGA again unless they send me flowers.

PS: Flowers would be for the Fiancee that doesn't think her computer will ever work. I am pretty sure I'll be chipping in for those.

 

[Erasmus354]

I emailed him once he specifically responded to my post with contact information.

No you didn't, you emailed him the THIRD TIME he responded with contact information. Just because he prefaces his contact information with "Everyone" is no reason not to contact him. And yes, you were being stubborn for not contacting Joe 3 days ago when he first gave you his contact information.

 

[wicked71]

My last 4 video cards, have been with eVGA.
6800 Ultra
7800 ACS
7950 GTX
8800 Ultra

The step-up process from 7800 to 7950 was smooth. Joe even handled an issue with a OEM game that I was supposed to get when I purchased one of the video cards.

eVGA has provided me with the best support when I have needed it. While your issue has taken a little longer, you should be assured that they will take care of you.

 

[FrgMstr]

If the OP would care to start another thread after his matter is ended, feel free.