EVGA GTX 570 Crashing Games. EVGA's Customer Support Response. Unimpressed.

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IronXed

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Dec 3, 2013
6
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10,510
Hey guys -

So as of this Saturday my computer ran fine for almost 2 years. I was playing BF4 - Switched to WoW for about 15 mins, and then all of a sudden my Computer started crashing horrifically. It would lock up and throw Pink/Green/Blue screens to my monitors and loop in sound - Have to hard reset. Now any graphical application (games) crashes, I have had it crash while watching a video on youtube and I believe I have had it crash while transferring files from my laptop to the big pc.

The MAX time I can load a game for is about 25 seconds prior to a crash.

What I have done:
Updated GPU Drivers
Reformatted Completely
Unseated card and cleaned - reseated
Updated Drivers again to all latest
Re-downloaded BF4 as a test - still crashes.

The Rig:
-Thermaltake Armor Full Case

-BFG Tech BFGR1000WPSU 1000W ATX (Almost 7 years Old) <-- Champ

-Creative Sound Blaster X-Fi XtremeGamer Fatality Pro 7.1 (7 years Old) <-- Champ

-ASRock P67 Extreme4 LGA 1155 Intel ATX Mobo

-EVGA Superclocked GeForce GTX 570 HD

-Intel Core i7-2600k Sand @ 3.4Ghz LGA 1155

-8GB G.Skill Sniper Low Voltage Series SDRAM DDR3 1600

Aftermarket CPU Cooler
Aftermarket RAM Cooler
5 Chassis Fans

Like stated before - I had been running this setup on Dual Monitors - 27" and 22" in full resolution. Able to play BF4 with most settings at High. Has been stable up until Saturday. Now all it does is crash. I have never had a video card blow before that allows me to continue to run both monitors and do most non-graphical applications.

Not sure what exactly is going wrong - and I have relocated to Poland so getting in-home tech support is not an option and my case is literally about 65Lbs. I have contacted EVGA and am awaiting a response - however I am not 100% sure its a graphical problem. I do not have a backup PS or GPU, so swapping is not an option.

Temperatures seem stable - I do not see a spike prior to crash. Fans are all working as intended.

Please HELP!
 
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Deleted member 489584

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Sounds like your GPU is in the beginnings of its death rattle. If any on-board caps are starting to leak badly, when it starts powering up for beefy hardware acceleration(like gaming) the leaky caps fail to reliably deliver power and the card crashes the machine. You will need to RMA the card either way; fortunately it has a "lifetime limited" warranty.

Good luck!
 
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I

IronXed

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Dec 3, 2013
6
0
10,510
Appreciate the timely response guys. Ok - So I just loaded up BF4 again, loaded up max settings to punish the thing quickly. Lasted about 2 mins - and GPU Temp got to about 86C which was at the top end of the EVGA Precision X gauge. The fan is definitely running...but that seems very hot for this card. Will have to do some research. Let me know what you think.
 
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Deleted member 489584

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Definitely sounds like it's time for RMA. Try running an old game on garbage settings. WoW should be a good test at lowest settings. Watch the temps and play it until it dumps.
 
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I

IronXed

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Dec 3, 2013
6
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10,510
Just tried again - Crashed almost instantly and at the time I don't think the GPU got above 65C. CPU never hit 50C.

Also - I had placed the ticket with EVGA on Sunday...little sad they haven't got back to me at all yet. They are amazing with customer service normally and this is a crippling issue to the pc. Hope to hear from then soon -
 
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Deleted member 489584

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I recommend calling them during operating hours directly and impressing a sense of urgency to them firmly but politely:

eVGA Customer Support
U.S. and Canadian Customers: 888.880.EVGA (3842)
International Customers: +1.714.528.4500
 
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I

IronXed

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Dec 3, 2013
6
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10,510
Cant thank you enough bud. I will definitely try giving them a call tomorrow to see what cant be done about getting this resolved ASAP. Any other suggestions are of course welcomed. Thanks.
 
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I

IronXed

Honorable
Dec 3, 2013
6
0
10,510
3rd full working day and no response other than the automated mail saying they had received my ticket and that someone would respond within 1-2 days. I thought for sure they would have responded today - but I guess there is no other option other than me making an international call.

Definitely not impressed. Expected more from this company as I have had good experiences in the past.

That r9 290x is certainly looking more appealing now...
 
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Deleted member 489584

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I was going to leave personal bias out, buuut since you mentioned the lack of customer support:

In the past nine years I have had two missing eVGA rebates and two RMAs go unfulfilled by the eVGA. I build machines for friends and family on the side while working full time as a software engineer, so I don't have a lot of time to piss around with unprofessional companies. I steer clear of eVGA if I can help it these days; I've had great recent experiences with both HIS and MSI products as an aside.

Make the call, and mention how long you've waited to receive reply. Ask them to expedite your RMA in compensation for the lack of professional courtesy on the part of eVGA. Good luck! =)
 
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I

IronXed

Honorable
Dec 3, 2013
6
0
10,510
Hey Guys,

5th Day - Status Update. Finally received one email from a support representative saying he had escalated the ticket within EVGA Europe...Which apparently don't adhere to the same Customer Support standards as the US Support team. Said I will hear from them when they open today...however, like most people I work and will not be able to get anything done today even if they did contact me.

1st week status - absolute garbage.

Also, I called yesterday to the US Support team at about Midnight CA time. Spoke with Matt I believe. Was helpful but here is the kicker....When I was cleaning the card the EVGA sticker they place on the top of the boards circuits was pretty much all but coming off. At the time I thought nothing of it and pulled this thing off and threw it away because I did not want it to come lose and possibly get into one of my fans. Not to mention I wasnt sure that the sticker flapping up and down on the cards board may have been shorting something out because of the airflow. I admit this was stupid.

When speaking to Matt about the RMA options - He informed me that their was absolutely nothing they could do now, because I pulled the sticker off containing the part number and the serial number and the box for the card got thrown away in the international relocation. I find it quite humorous that I have now spent over USD $ 2000 on nothing but EVGA cards exclusively and this is how a customer gets treated. There should always be an exception to the rule as I can provide the original invoice and half the serial number is still visible.

I will wait to talk to the EVGA Europe team...highly unlikely anything will get done this week. Have already contacted NewEgg where the card was purchased and am double checking to see if they have record of what serial number they sent me and if I can access this information.

Rather funny that this 1 cent sticker is going to end up costing me about $500 and my respect for EVGA.

We will see.
 
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