OK, here is the response. Actually it's my response email to the response. The whole thing, including the support response exactly as received.
I started this thread simply to give warning about the EVGA 30 day "gotcha" on their much touted "Lifetime Warranty." And, to be honest, to vent a little because I was very shocked and upset about what I saw as a bait and switch tactic. Response from this forum and an examination of the packaging from both the 8800GTX I bought last April and the 8600GTS I bought last month suggests that perhaps EVGA is simply trying to get it right and is in fact now putting the 30 day warning in the manual and making it more obvious on the box flap.
Still, the warning seems to be a bit shy of a genuine attempt to make the "gotcha" clear, otherwise it would simply say so on the package that registration is required for the warranty to be honored.
But, I admit, it's borderline. Perhaps it would be fair to view my case as something of a canary in the coal mine.
I started this thread simply to give warning about the EVGA 30 day "gotcha" on their much touted "Lifetime Warranty." And, to be honest, to vent a little because I was very shocked and upset about what I saw as a bait and switch tactic. Response from this forum and an examination of the packaging from both the 8800GTX I bought last April and the 8600GTS I bought last month suggests that perhaps EVGA is simply trying to get it right and is in fact now putting the 30 day warning in the manual and making it more obvious on the box flap.
Still, the warning seems to be a bit shy of a genuine attempt to make the "gotcha" clear, otherwise it would simply say so on the package that registration is required for the warranty to be honored.
But, I admit, it's borderline. Perhaps it would be fair to view my case as something of a canary in the coal mine.
Hello Joe Darwin,
This is in response to the invitation to email you if I'm unhappy with the response to my technical support question. I understand the support load is probably high right after the holidays, and I'll assume that my question was simply glanced at and responded to hurriedly. I ask that you give it a bit more attention please.
The response: "Register the replacement GTX and the warranty would be that of the original card" was to the question:
"Regarding the 8800GTX, it failed on 12/14 and received an RMA, which apparently has shipped today, 1/4/2008. The question is, once I get the replacement and (promptly) register it, can the Lifetime Warranty be reinstated for this card?
"My original attempt to create an online account was rejected (as it also was last month) at the email verification, so I didn't finished the registration process and I was unaware that I needed to do this within the 30 days.
"While the user manual for the 8600GTS does state the 30 day requirement, the manual for the 8800GTX I purchased last April does not. Also, the box flap warning on the 8800GTX is in very small blurred print (since cleaned up on the 8600GTS box). I simply did not see this requirement and was unaware of it.
"I purchased the 8800GTX in good faith thinking I had the Lifetime Warranty. I ask you to reinstate it when I register the RMA replacement. Will you do this?"
...Since you are a senior person at EVGA, you no doubt are aware that the packaging shortly after EVGA changed policy on Lifetime Warranty to require registration within 30 days carried inadequate notice, and has subsequently been changed to include the warning in the manual and more clearly and boldly printed on the inside package flap. As one who purchased the 8800GTX from EVGA specifically for the Lifetime Warranty, and was unaware of the 30 day requirement until the card failed last month and needed service/RMA, I ask you to reinstate the Lifetime Warranty.
This is not a case of someone simply ignoring a requirement of the warranty, it is a case of someone buying the card in good faith, thinking all along warranty was in effect, as was the policy a few months prior (I bought it because many people on HardForum are EVGA enthusiasts and tout the Lifetime Warranty, although no one to my knowledge until now has mentioned the 30 day registration requirement).
It seems a case can be made that the 30 day registration is an honest requirement of a very good warranty offer; and an equally good case can be made that it is a borderline fraudulent bait and switch come on. The difference is how well EVGA gives notice of the requirement, and how it handle cases like mine that purchased the card when the notice was clearly inadequate, and was honestly missed.
So I ask you as a customer who purchased from your company specifically to receive the offered Lifetime Warranty: Please reinstate the Lifetime Warranty for this card (actually for the replacement card, once it arrives and I duly register it).
John Dunn
----- Original message -----
From: [email protected]
To: [email protected]
Date: Mon, 7 Jan 2008 06:22:47 -0800
Subject: EVGA Question Answered
Thank you for contacting the EVGA Customer Service Team.
My name is Gabriel Perez and I will be answering your question today.
Please do not reply to this email, submit any follow up questions here
<http://www.evga.com/support/getSupport/enterQuestion.asp?action=process
&[email protected]&sn=7067732700238>
Question (1/4/2008 10:25:33 AM): Two questions here, one regarding the
8600GTS purchased on 12/18/2007, SN#7067732700238, and one regarding the
8800GTX purchased on 4/4/2007, SN#7088312065637. Regarding the 8600GTS,
there was a $20 rebate that requires that I send the UPC code from the
box. I'll need to cut the box as the UPC sticker is scored to prevent
removal without destroying the box. The question is, if I do this, does
it void the Step-Up offer, which appears to want the package returned in
resale condition? Regarding the 8800GTX, it failed on 12/14 and received
an RMA, which apparently has shipped today, 1/4/2008. The question is,
once I get the replacement and (promptly) register it, can the Lifetime
Warranty be reinstated for this card? My original attempt to create an
online account was rejected (as it also was last month) at the email
verification, so I didn't finished the registration process and I was
unaware that I needed to do this within the 30 days. While the user
manual for the 8600GTS does state the 30 day requirement, the manual for
the 8800GTX I purchased last April does not. Also, the box flap warning
on the 8800GTX is in very small blurred print (since cleaned up on the
8600GTS box). I simply did not see this requirement and was unaware of
it. I purchased the 8800GTX in good faith thinking I had the Lifetime
Warranty. I ask you to reinstate it when I register the RMA replacement.
Will you do this?
Answered By Gabriel P (1/7/2008 6:22:47 AM): Register the replacement
GTX and the warranty would be that of the original card, as for the 8600
upc code, it will not void your step up ability, however you will have
to reduct the rebate amount from the final price you paid for the card
in the invoice.
_____
Please DO NOT REPLY to this email; in order to follow up on your case
please Submit a follow up question
<http://www.evga.com/support/getSupport/enterQuestion.asp?action=process
&[email protected]&sn=7067732700238> .
I would appreciate it if you could take a few minutes to rate the level
of service that I provided to you. As a token of our appreciation for
doing so, you will automatically be entered in a contest to randomly win
an EVGA NFORCE 680i SLI LT Motherboard.
http://evga.com/support/rateus/default.asp?sn=7067732700238
If you are unhappy with my performance please forward this email to my
director with your comments; Joe Darwin [email protected]