eVGA lost another loyal customer

[Ockie]

So yeah, I tried to stepup to the new 280 from my GX2, usually in the past, there have been no issues with step-up and evga customer service, it has always been great. I have bought every single motherboard and video card that they have to offer (including triple sli video cards since its inception).

Fast forward to this week. My stepup plan ended on the day that the 280's were released for stepup... however, I was denied stepup Why you ask? Because the 280's were released in the afternoon for the step up program and my step up program ended that day, so basically, as the customer service rep basically told me... I would be SOL because they wouldn't be able to have done the stepup before the end of business day.


I was told that they make no exceptions to the 90 day clause and if I'm even a minute out of the window thats too bad for me WTF kinda service is that?



Oh so then, to top things off... I can stepup from a 9800GX2 to a 9800GX2!! Their stepup program would allow me under the 120 day extension to stepup to another IDENTICAL card



Also, to top off my fury here, I have a DEAD evga motherboard that needs to be RMA'ed.. died for no friggin reason. Yay, go EVGA


I hold a new pledge that I will no longer endorse, support, or buy ANY evga product. Their stepup program is a sham, especially when your stepup ends on the same day that their products are released for stepup.


With that said, anyone want to buy a GX2's?


/My rant.

 

[legendz411]

How much?

 

[Ockie]

Sorry guys, I just wanted to vent a little. As a person who only bought evga and basically told others to go with evga, I'm quite disappointed and upset with their CS experience and their whole "too bad" attitude.

 

[Dynafrom]

So yeah, I tried to stepup to the new 280 from my GX2, usually in the past, there have been no issues with step-up and evga customer service, it has always been great. I have bought every single motherboard and video card that they have to offer (including triple sli video cards since its inception).

Fast forward to this week. My stepup plan ended on the day that the 280's were released for stepup... however, I was denied stepup Why you ask? Because the 280's were released in the afternoon for the step up program and my step up program ended that day, so basically, as the customer service rep basically told me... I would be SOL because they wouldn't be able to have done the stepup before the end of business day.


I was told that they make no exceptions to the 90 day clause and if I'm even a minute out of the window thats too bad for me WTF kinda service is that?



Oh so then, to top things off... I can stepup from a 9800GX2 to a 9800GX2!! Their stepup program would allow me under the 120 day extension to stepup to another IDENTICAL card



Also, to top off my fury here, I have a DEAD evga motherboard that needs to be RMA'ed.. died for no friggin reason. Yay, go EVGA


I hold a new pledge that I will no longer endorse, support, or buy ANY evga product. Their stepup program is a sham, especially when your stepup ends on the same day that their products are released for stepup.


With that said, anyone want to buy a GX2's?


/My rant.

What, so you complain because you passed the 90 day rule? That's standard business practice. Try and get help from apple after your warranty expires.

 

[prodigee]

yeah how much?

 

[Ockie]

What, so you complain because you passed the 90 day rule? That's standard business practice. Try and get help from apple after your warranty expires.

Why don't you read my post next time.

IT EXPIRED THE SAME DAY... not a day after, not a day before... the same day.


Evga reps have always touted on the hardforums of how they will work with your stepup even if you were a day or two late (in this case I wasnt).

 

[NoxTek]

So you're pitching a hissy fit because EVGA wouldn't bend the rules for you? Or because they wouldn't bend time for you?

Maybe I'm dense and missing something, I haven't had my morning coffee yet....

I've never seen EVGA even HINT that they would bend the rules on a step-up here at the [H]. If your step-up request is an hour late it's an hour late....


So don't buy EVGA anymore, more awesome customer service and awesome product for the rest of us!

Oh, and have a nice day!

 

[Ockie]

So you're pitching a hissy fit because EVGA wouldn't bend the rules for you? Or because they wouldn't bend time for you?

Maybe I'm dense and missing something, I haven't had my morning coffee yet....

I think you need to have your morning coffee because you obviously FAIL at reading.

 

[Ockie]

I've never seen EVGA even HINT that they would bend the rules on a step-up here at the [H]. If your step-up request is an hour late it's an hour late....


So don't buy EVGA anymore, more awesome customer service and awesome product for the rest of us!

Oh, and have a nice day!

I don't know what your problem is, but I wasn't late. It was the VERY SAME DAY. Do you really fail this bad at reading?

 

[ir0nw0lf]

I gotta agree with Ockie, this seems a bit anal on EVGA's part. Hell, based on this, I bet EVGA doesn't care about time zone differences either when it comes to this. Had he tried this a week later, I can understand their reluctance.

 

[veedubfreak]

Why are you pissed about a dead NVIDIA mobo that evga happened to put their sticker on. EVGA didnt make that board, nvidia did. And i'm pretty sure evga will take care of teh board for you. I know they cross shipped my replacement 680i to me for free when mine melted down. As to the stepup, why not send russian a pm and ask him about it rather than ranting to us. Or you could go to a different company that doesnt even offer stepup and has much crappier CS.

 

[mcravenufo]

I agree. It should be when you start the step-up process (call-in, whatever) not when it will be completed.

 

[Crosshairs]

Why are you pissed about a dead NVIDIA mobo that evga happened to put their sticker on. EVGA didnt make that board, nvidia did.

Actually, Foxconn makes them..

 

[Proxy]

I agree also, if it is same day, that means he still had 24hours to get in line for a step-up. The fact that the rep wanted to give him a hard time about it is flat out dumb. He wasn't late, and they should have been able to put him in.

 

[Sphere]

EVGA didnt make that board, nvidia did

Foxconn makes the boards

 

[Skunt]

The GX2 is about the same performance as the GTX280 anyways.

 

[AncientTechno]

Why are you pissed about a dead NVIDIA mobo that evga happened to put their sticker on. EVGA didnt make that board, nvidia did. And i'm pretty sure evga will take care of teh board for you. I know they cross shipped my replacement 680i to me for free when mine melted down. As to the stepup, why not send russian a pm and ask him about it rather than ranting to us. Or you could go to a different company that doesnt even offer stepup and has much crappier CS.

I'm having trouble understanding your point. You read this thread and then bashed him for ranting about it! Have you thought it could help someone out in the future? I for one now know that if I want to buy evga and then step up. I should do it on the 89th day.

blue falcon
So you're pitching a hissy fit because EVGA wouldn't bend the rules for you? Or because they wouldn't bend time for you?

So the rules clearly state that the 90th day is excluded ? Just wondering.

every business day until the closing hour on the 90 day stepup should be included.

 

[runner6m]

I hold a new pledge that I will no longer endorse, support, or buy ANY evga product. Their stepup program is a sham, especially when your stepup ends on the same day that their products are released for stepup.

C'mon Ockie, I understand the frustration, but no need to go to this yet. Joe Darwin seems to regularly check in and help people with problems, he's some sort of higher level manager at EVGA. Russianhaxor or whatever his name is can help you also, or if not at least point Joe towards this thread. Joe's name on this forum is "jdarwin"

A better way to have done this is to have made a less angry thread asking for their assistance, and I bet they'd have taken care of you as they've done for others. If not, maybe an angry rant post would be more understandable at that point.

 

[Trepidati0n]

Ockie got screwed. No different than the moron at newegg who attempted to pull the advertising from the [H]. Sometimes reps are morons...especially to those who feed them the most.

 

[Joe Average]

I understood what Ockie meant and experienced the first read-through. I've had situations like this in the past where I either had to return an item or was trying to get in under some not-so-precisely-defined "time limit" - and was well within it in most situations - only to get slammed to the floor by some idiot CSR that didn't think I was "worthy" and decided I was simply too late.

Companies that say "14 day warranty" or returns and you come in on the 14th day because real life prevented you from getting there any earlier and you're left holding the bag, as the saying goes. 14 days to me means 14 24 hour periods - you don't count the day of purchase as day 1, day 1 is the day after you buy it and most companies I've dealt with do try to count the day of purchase as day 1 for ownership. Fat chance of that, bub, better go back and learn some proper timekeeping principles.

I've had experiences in the past where I was a dedicated customer to a particular brand and something like this happens that makes me hate 'em up and down and all around. I give them one chance to correct the mistake - and to make no mistake here (no pun intended), Ockie I'd suggest you give them this one chance) - by contacting their customer service or sales department, explaining the situation at length (I don't mean a 1 paragraph email or letter either), and then proceeding from there. You've already contacted them, the dates and times would be there in their database if they have any clue at all so it's a trail of "paperwork" as the case may be to show you did make the attempt to get in under the wire.

If they live up to it, and they honor it "after the fact," great. If not, fuck 'em and move on to some other company. One idiotic CSR shouldn't be enough to totally ruin a company's reputation, not with me or any other customer(s), but that one idiot sure can do a lot of damage. Take one chance to get some actual help and see what happens, right now it doesn't seem like it can hurt. Explain the situation at length - that's the important part, gotta make it serious enough to be worth reading instead of a simple rant from just another customer - and then see what happens.

Good luck, either way...

 

[skadebo]

I'm with you considering your tried to step up on the last day of your step-up window.

 

[Syribo]

Mine actually expired the same day as yours.. The day the GTX280 came out, my Step-Up said "1 Day left remaining"... and when I tried to do it the next day, it obviously didn't give me the choice. It's ironic that we just happened to register (Or buy) our video cards exactly 89 days before the GTX280 launch, huh? I remember a whole bunch of other people posting about the same thing... I think it's just really ironic.

 

[Kangg]

I saw people asking about this in EVGA's forums. What was said by EVGA was that if you were on day 0 you could still step up you would just need to call them and they would fix it.

 

[jdarwin]

Everyone,

If you had an issue and you are with in the 90 days, please email me your information directly so I can assist you. We do not make exceptions to the rule, but if there is a specific issue, let me know and I will directly assist you to try and support you.

Thank you,

Joe Darwin
jdarwin@evga.com

 

[Jasonx82]

Everyone,

If you had an issue and you are with in the 90 days, please email me your information directly so I can assist you. We do not make exceptions to the rule, but if there is a specific issue, let me know and I will directly assist you to try and support you.

Thank you,

Joe Darwin
jdarwin@evga.com

Suggestion - Please Offer Cross-shipping with a Fee for step ups!!!

To OP: That sucks man about the step up window... But remember imagine how many others missed it by 1 day/ few hrs they will have alot more step ups... Imagine if they let you slide and the word out.. Massive calls and headaches for EVGA .. No?

 

[Red Falcon]

I think you need to have your morning coffee because you obviously FAIL at reading.

Oh come on, be nice to Blue Falcon.

It was the OP's fault in the first place for waiting too long (or in this case just bad luck). I feel bad for him, but that's just the way some things happen.


"Welcome to the real world where, most of the time, things don't go your fuckin way!"

-Denis Leary in 'The Ref'

 

[pervisanathema]

Companies hate customers like the OP. The scream bloody murder and trash them whenever they won't bend the rules or do things their way. I have always felt that companies are better off without customers like these. You will never please them and if you do give in, they will pull the same crap down the road.

 

[soulman901]

So yeah, I tried to stepup to the new 280 from my GX2, usually in the past, there have been no issues with step-up and evga customer service, it has always been great. I have bought every single motherboard and video card that they have to offer (including triple sli video cards since its inception).

Fast forward to this week. My stepup plan ended on the day that the 280's were released for stepup... however, I was denied stepup Why you ask? Because the 280's were released in the afternoon for the step up program and my step up program ended that day, so basically, as the customer service rep basically told me... I would be SOL because they wouldn't be able to have done the stepup before the end of business day.


I was told that they make no exceptions to the 90 day clause and if I'm even a minute out of the window thats too bad for me WTF kinda service is that?



Oh so then, to top things off... I can stepup from a 9800GX2 to a 9800GX2!! Their stepup program would allow me under the 120 day extension to stepup to another IDENTICAL card



Also, to top off my fury here, I have a DEAD evga motherboard that needs to be RMA'ed.. died for no friggin reason. Yay, go EVGA


I hold a new pledge that I will no longer endorse, support, or buy ANY evga product. Their stepup program is a sham, especially when your stepup ends on the same day that their products are released for stepup.


With that said, anyone want to buy a GX2's?


/My rant.

HA.

 

[dochmbi]

So you're pitching a hissy fit because EVGA wouldn't bend the rules for you? Or because they wouldn't bend time for you?

Maybe I'm dense and missing something, I haven't had my morning coffee yet....

I've never seen EVGA even HINT that they would bend the rules on a step-up here at the [H]. If your step-up request is an hour late it's an hour late....


So don't buy EVGA anymore, more awesome customer service and awesome product for the rest of us!

Oh, and have a nice day!

In Al Pacinos loud and obnoxious voice: "F**k you!"

(+ban for me, but I have to protest against this attitude.)

 

[hasoos]

That's is a bunch of BS. They could have processed it same day, and good customer service will do that for you.

Now what was it about the step up you said that you could only go from a gx2 to another gx2? So there is no step up available for the other cards?

 

[Rocksta107]

What, so you complain because you passed the 90 day rule? That's standard business practice. Try and get help from apple after your warranty expires.

Amen.

 

[Uberbob102000]

What the hell was that Soulman901? Oh, Wait. Here come the GTX 280 haters.

Ahh, That sucks Ockie but I say try talking to EVGA about it.

 

[RangerSVT]

Sorry guys, I just wanted to vent a little. As a person who only bought evga and basically told others to go with evga, I'm quite disappointed and upset with their CS experience and their whole "too bad" attitude.

No, you're complaining because you passed the 90 day rule and you figure if you make it public (like a coward), you'll eventually get a spot in the eyes of eVGA's reps that frequent this forum, and they'll make an exception.

eVGA, please don't make the exception, he's not buying your cards anymore, but I will continue to do so. Yipppe!

 

[Ockie]

Everyone,

If you had an issue and you are with in the 90 days, please email me your information directly so I can assist you. We do not make exceptions to the rule, but if there is a specific issue, let me know and I will directly assist you to try and support you.

Thank you,

Joe Darwin
jdarwin@evga.com

Thank you for your willingness to look into the issue for me/us. You have mail.

 

[Uberbob102000]

No, you're complaining because you passed the 90 day rule and you figure if you make it public (like a coward), you'll eventually get a spot in the eyes of eVGA's reps that frequent this forum, and they'll make an exception.

eVGA, please don't make the exception, he's not buying your cards anymore, but I will continue to do so. Yipppe!

Seriously, READ the OP. He was on the 89th day!

 

[RangerSVT]

Thank you for your willingness to look into the issue for me/us. You have mail.

Figures, the company you talked shit about is coming to the rescue because of bad publicity. Nice movie ockie...this qualifies you as a ...well I won't say it.

 

[Ockie]

Oh come on, be nice to Blue Falcon.

It was the OP's fault in the first place for waiting too long (or in this case just bad luck). I feel bad for him, but that's just the way some things happen.


"Welcome to the real world where, most of the time, things don't go your fuckin way!"

-Denis Leary in 'The Ref'

If I am past the stepup window by even a day, I'll take it like a man (it's part of the gamble), but because I was within the stepup (the last day of my stepup), I will fight it or at least complain about it.

Companies hate customers like the OP. The scream bloody murder and trash them whenever they won't bend the rules or do things their way. I have always felt that companies are better off without customers like these. You will never please them and if you do give in, they will pull the same crap down the road.

Yeah, because you know everything about me and you failed to read the thread.

Next time, stick your head into the ground before making assumptions.


Try reading glasses

Amen.

Try reading glasses

No, you're complaining because you passed the 90 day rule and you figure if you make it public (like a coward), you'll eventually get a spot in the eyes of eVGA's reps that frequent this forum, and they'll make an exception.

eVGA, please don't make the exception, he's not buying your cards anymore, but I will continue to do so. Yipppe!

Try reading glasses

 

[nightwalker]

lol @ 'because it was released in the afternoon'

when you spend that much money on videocards that is a bit of a kick in the face for them to do that..

i know rules are rules but i agree with Ockie on this one..

Ockie, just tell them you dont even want the regular one you'll settle for the budget 'WTF edition'

 

[KrylonArt]

Companies hate customers like the OP. The scream bloody murder and trash them whenever they won't bend the rules or do things their way. I have always felt that companies are better off without customers like these. You will never please them and if you do give in, they will pull the same crap down the road.

I see Ockie's issue as being justifiable. A couple people have mentioned that they can't step up from the GX2 to the GTX280 even though they had 1 day remaining on their step up cause they bought their cards 89 days before the new ones came out. If it tells you that you have one day left and you know you have 1 day left when you try to use it but are denied how would you feel?

 

[Ockie]

Figures, the company you talked shit about is coming to the rescue because of bad publicity. Nice movie ockie...this qualifies you as a ...well I won't say it.

Like I said, If I am outside of the stepup window, I will move along. An answer such as too bad because it was near the EOB (end of business) day doesn't jive with me.

You can call me what you want and insult me, it just shows of what class you are made of. I was making a legitimate complaint which seems to have some other folks in the same situation.