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EVGA customer satisfaction? News at 10:00

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February 28, 2007 7:29:28 AM

I "was" a loyal EVGA customer until today. Today, I have offically become an EVGA hater and I am going to post this same thread on EVERY forum I can think of. Toms hardware, Anandtech, Bleeding Edge, Overclockers, etc.... why? let me explain:

2 months ago I bought an EVGA 680i motherboard from a local store for $249 to put in a customers computer. (I build computers) I purchased the EAR program for it so that I could RMA it if needed and get a new one for my customer before taking the old one. Well, a few weeks after putting it in said customers computer, the sata controller went bad on it, so I RMAd the board. Took 2 weeks for them to send me a new one. I sent the old one back to them and put the new one in customers computer.

A week later, I get an e-mail from EVGA saying that my RMA was being rejected and they were not only sending the bad board back to me, but they were going to charge me $299 unless i sent the new one back to them in 14 days. I asked why the RMA was rejected and they tell me that once they got the board in and inspected it, they found 2 pins bent in the CPU socket.

Well, first of all, I have been building computers for 10 years and know that I did not bend those pins. I know how handle motherboards, install cpus, etc... I am not just some guy that built a computer for the first time that doesnt know how to navigate around a CPU socket. I DID NOT bend those pins.

So.....I called EVGA to tell them I thought this whole thing was BS. They told me sorry, but thats our policy. I explained that I didnt do it. Hows was I to know that maybe one of your guys didnt bend them and blame it on me?? They just told me sorry, thats our policy.

So.... I asked to talk to a supervisor, they connected me to supervisor, yet all I get is a voicemail, I leave message, nobody calls me back. I tried for a week to get a supervisor to call me and nobody called me back. Finally, today, I get a guy that tells me he is a supervisor. I explain the whole thing,he tells me "Sorry, thats our policy"

Ok, I understand policy. I understand that if the pins are bent it looks like I did it and you have a broken board. I also understand that one motherboard being bad isnt going to make or break EVGA!! WHile I waited on hold for over an hour, I kept hearing this recorded message about how EVGA wants the customer to be #1. How they pride theirselves on customer support and keeping customers happy. Well, I dont see it!!!!

This is one customer that isnt happy and I WILL NEVER buy another EVGA product.

I am out a motherboard, I am out the original $249 I paid for the original motherboard, and now I am out $299 for the new motherboard they sent me, because I put it in the customers computer and I cant go tell them to give it back. So, this wonderful EVGA product has cost me almost $600!!

Why are they charging me $299 for a bare motherboard when I paid $249 for the RETAIL package?? WTF do they think they are doing? Great Customer service?? BS BS BS BS!!!! You dont keep customers with this kind of non-concern. Who do you think you are EVGA? i suppose you think you are Microsoft, because it appears that you could care less that you have lost me as a customer just because you arent willing to take a loss on a motherboard that cost you , what? $50?

Well, I have bought EVGA products for a long time, but NO MORE, and I will never recommend EVGA to any of my customers, friends, or family. And furthermore, I will leave this post on as many hi-tech forums I can.

I'll admit you have good products, but your customer support SUCKS!! And customer satisfaction is a big LIE!
February 28, 2007 9:30:42 AM

I have to say that i understand u totaly
im from europe and an owner of an EVGA geforce 7900 gt SS
i ordered my free game in the beginning of december 2006.
after several mails i became angry and they sendet me the code but not the original dvd so that i can down load the came from the steam engine. That was a few days ago. They needet 3 month for that.
So u as an european costumer u treated somehow as a second hand costumer.
If i wouldn´t become angry i would never heard something from them.
If u read the evga forum u can find there tons of people which are unsatisfied with thier support.
i for myself decidet that i will never buy again some product from them.
i have realy fear that if my graphic card would have some problems i would never see here again even as i have livetime warenty.

the next joke is the step up programm its only valid 3 month after u bought your card so its for nothing.

i would recoment all people which eventualy think to buy from Evga should make some short look into thier forums.... u can find amazing things there.
link:
http://www.evga.com/community/messageboard/defaultmb.as...

http://www.evga.com/community/messageboard/forum.asp?FO...
February 28, 2007 9:33:20 AM

hi
first of all you are not the one who gets slappep by some bs customer service of a well known brand
i bought an year ago a asus a8n e mobo and i paid a small fee for 2 years warranty i don't known if this a commercial gimmick done by the hardware vendor or by asus it doesn't matter now
two weeks ago the chip fan begun to make a high pitched noise ... i checked and there was a large amount of dust..well icleaned that mess but that little bugger kept his irritated noise. :evil: 
so i decided to call my vendor to see how fast i can change the fan
but the vendor told me that i have to call asus customer service and so i did....and guess what....they put me on hold for about an hour and a half
i send an email but nothing happened so i called a few times more....nothing :evil: 
therefore i bought a zalman heatsink to solve my problem cuz the sound drived me mad...
and i ask myself for what reason i didn;t received that small fan ? seems that asus does not give a f..k about the average buyer...or does? BS
back to topic...i write all that just to teel you people that somethimes the old sayin ...do it yourself becomes true more and more often.....
about evga i was thinking about buying an 680i mobo but no thanks...and my decision is made BEFORE reading this...and so i become more convinced that one must believe in....luck or something else when buys a high end product. :wink:
wish you all good luck
anticupidon :tongue:
Related resources
February 28, 2007 9:44:31 AM

Quote:
the next joke is the step up programm its only valid 3 month after u bought your card so its for nothing.


What do you expect to have for the step up program to be like 1 year?
Graphics technology advancing so quick that i think 3 months is very generous from them, considering that none of the other companies are doing any of that. Maybe Evga is not perfect for support, but i am sure there are horror stories for any other brands as well.

v3raxOC i am sorry for your loss mate but you have to realize that you are one customer and because of your loss that does not make them a bad company. I had bad luck with Viewsonic, even thought they are one of the best in monitors. Before i bought my video card (EVGA 8800 GTX) i looked around the web for customer feedback and reviews and such and so far i found EVGA one of the best, as far as customer satisfaction goes.

So i think you guys had bad luck but that does not mean the company is sh1te in general. You can't please everyone.

Just my 2 cents.
February 28, 2007 9:59:25 AM

so it seems that what i said above about that one must believe in luck when buys is true....
and thanks simonetti ...look i'm resident in spain and i can tell you in this country the sayin mejor esperar manana...(better we wait tommorow)is true even for asus spain tech support so i said to myself ...i don't have time for this kind of bs...but to asus ...what goes around ...goes around
and your point is taken krizs...a company has her own flaws and this is happening everywhere but let's not forget that WE decided to buy a product ..and we can not make a rule for an exception ...but in the evga case it seems that are MANY exceptions...no offence evga but it is true...
February 28, 2007 10:07:24 AM

Is the new board being billed to your credit card? If yes simply dispute the charge through your bank/credit card company.
February 28, 2007 10:14:59 AM

Quote:
so it seems that what i said above about that one must believe in luck when buys is true....
and thanks simonetti ...look i'm resident in spain and i can tell you in this country the sayin mejor esperar manana...(better we wait tommorow)is true even for asus spain tech support so i said to myself ...i don't have time for this kind of bs...but to asus ...what goes around ...goes around
and your point is taken krizs...a company has her own flaws and this is happening everywhere but let's not forget that WE decided to buy a product ..and we can not make a rule for an exception ...but in the evga case it seems that are MANY exceptions...no offence evga but it is true...


Well i had bad luck with Viewsonic like i said i RMA'd my 21" LCD and they told me nothing is wrong with it and sent me a replacement unit (not my old monitor) i am at the 5th replacement unit and none of them work right. This has been going on since last decmeber, and i am still without my LCD.

Asus tech support i dont even want to mention. It is better just to buy a new board than try to go through their support, that saves me some grey hair. So my point is there are much much worse companies as far as technical support goes than Evga and they are still in business because people buys their product and in general their product is not bad.
February 28, 2007 10:16:10 AM

Quote:
but i am sure there are horror stories for any other brands as well.


Truth.

It sucks when it happens but it's sure to happen to someone somewhere. Any chance your customer felt curious and bent a pin?
February 28, 2007 10:27:56 AM

Come on, just admit it, you bent those pins and wanted to get away with it. :twisted:
February 28, 2007 11:12:39 AM

that last comment was pretty ridiculous. although i'm sure it doesn't happen often, IF a EVGA technician accidentally bends cpu pins while checking out the motherboard, then they don't want to get in trouble so they tell their boss "that was there from the get go." with EVGA's current policy, there is no way to protect the consumer against this
February 28, 2007 12:11:32 PM

That really sucks, but I'd never buy a motherboard from eVga anyways. :lol: 
February 28, 2007 12:14:42 PM

You could use a camcorder to film the board's condition and then show you packing it..... extreme I know, but would cover your a$$.
February 28, 2007 12:14:47 PM

Your situation is an unfortunate event and it's a shame you have to foot the bill. The extra $50 makes the bite even worse. It's the people that do ruin components due to user errors (bad installation, etc) that obligate companies to enforce policies to protect their best interests. You can blame all the illegitimate claimants for your loss.
February 28, 2007 1:03:06 PM

Quote:
Come on, just admit it, you bent those pins and wanted to get away with it. :twisted:


Beinding Pins? Hey, that reminds me....





Hi I've got a dead pixel, and I'd like to RMA my monitor.

{...}

What's your dead pixel policy again?

{...}

Oh...

*hang up*

*call back*

I've got a monitor that arrived DoA and I'd like an RMA. The screen is purple no matter what I do...


:twisted:
a b V Motherboard
February 28, 2007 1:05:44 PM

While I can understand your complaint, you're not gonna get any sympathy from me.

You state that you have been in the business of building computers for 10 years and yet you fail to understand a vendors RMA and return policy.

Guess what?! That's the price of doing business! Take a BIG boy pill and man up!

Ranting on forums because of your lack of business savvy is lame.
February 28, 2007 1:13:24 PM

Wow some people ont hese forums must think its cool to act all bada$$, but I bet you'd be flipping out if this happened to you. If he really didn't bend the pins like he said, then that means it was either ruined in shipping or by eVGA. Sicne he prolly shipped it back int he retail box I doubt they got bent in there, and if he got shafted cause a eVGA tech screwed up I would be pissed off too. Even if he did bend the pins without knowing, they charged him 50$ over retail for the replacement, which is BS in itself. I don't understand what's so manly about letting some business screw you up the ass by ripping you off on a RMA.
a b V Motherboard
February 28, 2007 1:26:12 PM

The guy claims he's been in the business of building computers for 10 years. If this is the first time he's had to eat the cost of a product because of a vendor or a customer, he's very lucky. Not for nothing, if he's in the business of building computers, it seems to me that he should know about the RMA and return policies of the companies he's purchasing from. I'm just an effin' consumer and I know what the RMA, return policy, and warranty coverage is on the products I buy. I even had to eat the cost of parts over the years for one reason or another, you don't see me creating threads to whine about it.

Live and learn.

Let the buyer beware.
February 28, 2007 1:33:16 PM

You are idiot if you paid the money , sue the SOBs for everything they are worth mental physical stress anguish etc

Send them a legal notice , i am a lawyer and i can tell you that you can dispute there policy in a court of law and have a very good chance that you will win and also get damages.

Contact a lawyer in the neighborhood and then go screw EVGA :twisted:

Milk it baby :lol: 
February 28, 2007 1:46:05 PM

Quote:
Wow some people ont hese forums must think its cool to act all bada$$, but I bet you'd be flipping out if this happened to you. If he really didn't bend the pins like he said, then that means it was either ruined in shipping or by eVGA. Sicne he prolly shipped it back int he retail box I doubt they got bent in there, and if he got shafted cause a eVGA tech screwed up I would be pissed off too. Even if he did bend the pins without knowing, they charged him 50$ over retail for the replacement, which is BS in itself. I don't understand what's so manly about letting some business screw you up the ass by ripping you off on a RMA.


Ist off bad ass?? Its called return policy. The technician is not going to get fired for bending mobo pins, get real.

Secondly, I wouldnt spend $250 on a mobo.

Thirdly, I would never buy a EVGA mobo.

Fourthly, send the the board back and you wont owe them an extra $50. Then buy the board where you originally bought it. Better yet, you can buy a real motherboard for about $130.

I never said anyone was going to get fired, I don't know where the hell you pulled that from. 2nd, I never said I would spend 250$ on a MB and never have, so wtf are you getting at? 3rd, why the hell should he have to return the board so he can buy it for the real price elsewhere. Theyre the retail manufacturer, they should be able to give it to him for a retail price.
February 28, 2007 1:51:41 PM

He never said he didn't know the policy, he said he didn't bend the pins which broke their policy. For ally ou know he does know their policy, but he wasn't fighting with them about that, he was tyring to convince them that he didn't do it. And then on top of it all they overcharge him for it, so wtf is the problem with him venting his anger some on a forum. Lay off it, you guys need to lighten up some.
February 28, 2007 2:22:56 PM

That's a crappy deal but policy is policy. Just do some mark up the next newb that wants his computer built and you'll be ok. Or take them to court over the charges. Good luck with whatever you end up doing though. I would certainly do more then just complain on some forums. I know when I personally see someone flaming a company or brand I think it's propaganda being spread by rival companies. :-P So don't complain on forums sue them or something.
a b V Motherboard
February 28, 2007 2:38:16 PM

Quote:
He never said he didn't know the policy, he said he didn't bend the pins which broke their policy. For ally ou know he does know their policy, but he wasn't fighting with them about that, he was tyring to convince them that he didn't do it. And then on top of it all they overcharge him for it, so wtf is the problem with him venting his anger some on a forum. Lay off it, you guys need to lighten up some.


It's apparent he didn't know the policy if bent proc pins were a surprise. Whether he bent the pins or not doesn't matter, that's the policy. C'mon, what else is there to say? Besides, he doesn't have to pay the $299 for the new board either, he can give it back to EVGA.

I don't have an issue with him venting his frustration but I've got no sympathy for him either. To go as far as posting his rant on every forum he knows, that's just lame.

Bottom line is, the guy's whining because he has to eat the cost. :oops:  Suck it up and get over it.
February 28, 2007 3:02:46 PM

There's nothing wrong with complaining about having to foot the bill for a company being idiots.....? And sharing it with us so that we don't make the same mistake. But calling him names because of it it is childish, so perhaps you should take a drink of your own medicine Chunky.
February 28, 2007 4:19:36 PM

Quote:
There's nothing wrong with complaining about having to foot the bill for a company being idiots.....? And sharing it with us so that we don't make the same mistake. But calling him names because of it it is childish, so perhaps you should take a drink of your own medicine Chunky.


Thank you for the support bro, and to all of you who replied in a positive manner. As for Chucky , wtf mate? Im not even gonna justify your comments with a reply.

However, to the Chuckys out there,

1. I did know the policy.
2. I DID NOT bend the pins myself. (honestly)
3. I packaged it with the safety cover for the CPU socket in the special packaging that EVGA sent the new board in.
4. I can't send the new motherboard back because it is in a customers computer and Im not gonna ask them to give it back.
5. They are charging me $299 for a bare motherboard and Chucky says I should be a man and suck it up??? LOL, thats not being non-manly that this upsets me, that is freaking extortion.
6. Why post on a forum?? Like the previous poster said, so that others will know of my experience and thing twice before buying a product from a company that treats their customers in this manner. (The basically told me they didnt care and oh well, too bad, we dont need your business)
7. I paid $249 for it becasue that is what the customer wanted, but I would Pay $249 for one myself if that is what I wanted. The fact that Chucky would only spend $140 on a mobo just tells me that you need a better job, so don't flame me for being able to buy whatever I want because I can afford it.
8. Yes, I am just one customer, and until today I had good experiences with EVGA, but this situation warrants examination of whether this company truely cares about their customers or not.
9. Bottom line is, yes the policy states that if pins are bent the RMS is rejected and the customer gets charged full retail price for a bare mobo. However, I did not bend the pins, I cant send the new one back, and now I am being charged $299 for a bare mobo. The management at EVGA has the authority to help me out here and either except the RMA as is or at least only charge me thier cost for the motherboard.

Instead, they chose to stick their policy up my ass and tell me they dont need my business. That, in my book, is non- customer satisfaction at its best,
February 28, 2007 4:52:25 PM

Yeah, sucking up $300 is not what i would call manly. Fighting to get it back is though.
February 28, 2007 4:55:35 PM

im satified with evga.... and most companies and sellers like newegg have a no bent pin policy
February 28, 2007 5:02:15 PM

Maybe he only happened to find the wrong EVGA employee. I'm sure there are some good people there and some idiots too, just like most places...
a b V Motherboard
February 28, 2007 5:05:41 PM

Quote:
There's nothing wrong with complaining about having to foot the bill for a company being idiots.....? And sharing it with us so that we don't make the same mistake. But calling him names because of it it is childish, so perhaps you should take a drink of your own medicine Chunky.


Take some time to actually read the posts before replying. I did not call the OP any names. I did however, disagree with his motivations and method for expressing his dissatisfaction with EVGA and their Return/RMA policy.

Every one seems to have their tits in a tizzy simply because I have no sympathy for a guy who states he's in the computer building business and then complains about having to eat the cost of a mobo. Puh-leez...
February 28, 2007 5:19:01 PM

While their policy may seem ridiculous to you, it is what it is and you should have researched better, you can't blame them for you not knowing. But their policy makes perfect sense, okay, maybe you are being honest about not bending the pins, but imagine how many people screw up their boards and send them back wanting a free one.
a b V Motherboard
February 28, 2007 5:27:47 PM

Quote:
1. I did know the policy.


Albeit the situation stinks, but you knew their policy going in and yet you still complain. Whether you bent the pins or not doesn't change the policy.

Getting charged $299 for a mobo you don't want is not manly, that's the cost of being in the business of building computers. Sucking it up and dealing with it like a man would be to take the appropriate action to correct the situation and not whine about it in the forums.
February 28, 2007 6:24:43 PM

Quote:


Take a BIG boy pill and man up!

Ranting on forums because of your lack of business savvy is lame.


Perhaps you should read your own posts....
February 28, 2007 6:38:29 PM

The extended warranties are insurance policies. Why would they care how it was damaged. Maybe because it was in the original warranty period? Probably no problem if it was in the extended period. Also why do you have to send the CPU back? Just curious. Also if the pins were bent how did it manage to work for some time before the problem came up.

My 2 cents

Ken
February 28, 2007 7:21:26 PM

Contact your Credit Card company and see if you can stop the transaction or see if you can file a complaint with them. You might get your money back.
a b V Motherboard
February 28, 2007 9:49:24 PM

Quote:
1. I did know the policy.


Albeit the situation stinks, but you knew their policy going in and yet you still complain. Whether you bent the pins or not doesn't change the policy.

Getting charged $299 for a mobo you don't want is not manly, that's the cost of being in the business of building computers. Sucking it up and dealing with it like a man would be to take the appropriate action to correct the situation and not whine about it in the forums.

He's not discussing the policy... he knew it, as he's stated more than once. His point is that he wasn't the one who bent the pins.

Doesn't matter and doesn't change the fact that EVGA claims the pins were/are bent and will not RMA the mobo.

Debate this however you want, this is all about a jilted consumer who does not agree with EVGA's RMA/Return policy, is pissed because he's stuck paying for it, and chose to cry about it on the forums. Agree with me or not, caveat emptor!
February 28, 2007 9:50:23 PM

Quote:
You are idiot if you paid the money , sue the SOBs for everything they are worth mental physical stress anguish etc

Send them a legal notice , i am a lawyer and i can tell you that you can dispute there policy in a court of law and have a very good chance that you will win and also get damages.

Contact a lawyer in the neighborhood and then go screw EVGA :twisted:

Milk it baby :lol: 


WOW! A real-life lawyer. I'm so jealous. I'm just an ordinary, run-of-the-mill engineer who knows how to spell and punctuate. I hope you can get a refund on all those years of law school. They didn't even teach you how to spell 'their' correctly.

(What a moron!)

As for the very original post, I'm sorry you feel bad. There's nothing I can give you but my condolences... but that is their policy. I hope you can find a company that you do enjoy. But, really though, $250 for a m/b is a little stupid for someone trying to make a living reselling computers.
February 28, 2007 11:05:37 PM

Quote:
Come on, just admit it, you bent those pins and wanted to get away with it. :twisted:


Beinding Pins? Hey, that reminds me....





Hi I've got a dead pixel, and I'd like to RMA my monitor.

{...}

What's your dead pixel policy again?

{...}

Oh...

*hang up*

*call back*

I've got a monitor that arrived DoA and I'd like an RMA. The screen is purple no matter what I do...


:twisted:

Lol... ive done something like this with Microsoft... those phonys.

This kind of situation makes you appreciate brand names you've come to trust... or stores you trust... NEWEGG.COM WE LOVE YOU.

Side note... did you send the mobo back with the cpu in it??? How would the eVga dude bend a pin if there was no cpu in the mobo? Confused I am.
March 2, 2007 3:39:58 AM

OK, to defend myself, I did not join this forum to spam. I am not a fanboy of ANY motherboard company, I was not rude to the customer support people at evga. Everything I said in my original post is true and you can take it or leave it. I also left this same post at many other public forums that are frequented by enthusiest. (Damn my spelling sux) Anyway, here is an update.

1. jakup, who works for evga, replied to one of my posts on the evga site as well as anandtech forums and stated that the RMS team was looking into only charging me the repair cost for the old board instead of the full retail cost.

2. I got a phone call from Joe at evga and he told me the same. He also informed me that my forum thread had caused him to get called into the CEOs office and that they had put a high priority on getting this issue settled. (guess I raised a few eyebrows :eh?:

3. I should find out on Monday what is going to happen.

Again I want to repeat, the original post was typed in anger after spending weeks dealing with this issue and nobody seemed to care. i was upset by their lack of concern, yes, the original motherboard had a messed up cpu socket, I still honestly claim that I did not do it, the customer did not do it. I am very careful around cpu sockets and I would have known if I did it. regardless, I just felt they could have handled this better and at least offered me some kind of discount instead of treating me like 1 in a million customer and that loosing me wouldnt hurt them. I guess I just got annoyed by the arrogant attitude.

Anyway, it now seems that they are taking an interest in settling this matter in a more customer friendly manner so regardless of what you think of me or what I did, I felt I did the consumer justice at least for a while.

The reason I typed that last part is because I have recieved ALOT of grief from some people telling me to quit being a cry baby, accept the policy like a man, etc.... whatever you think of me or what I did, oh well, I still have no regrets.

I have to say this ..... This goes out to you Chucky, The people that were calling me names and saying i was just a cry baby who couldnt accept the RMA policy and that I should just shut up and pay the $300.......:mad:  Well, your probably the same people that get your steak delivered at Outback and its not cooked to your liking but you eat it anyway.... Spineless....:beer:
March 2, 2007 4:18:19 AM

Ok, I was on your side until I read your steak analogy.

That REALLY pissed me off.

I sure as hell ain't going to get some cook in trouble with his boss over a chunk of cow I pay 20 bucks for that is not cooked to my liking.

Unless its absolutely disgusting, I'll give someone a break for a change.

Thats not being spineless, its called not being an anal prick.

Would you like it if your customer wanted his money back because you left finger prints on his nice, black and shiny $300 evga mobo?

Earn some karma in life and maybe you won't get screwed again.
March 2, 2007 4:59:49 AM

Gee..wonder if a person can tell the Democrats from the Republicans on this issue??
March 2, 2007 10:14:58 AM

I know EXACTLY how i'd suck it up... get the board back from the customer and then smash the board to bits and post it back to them. Once they sign for delivery (because they won't check it before signing) you can claim the board was intact when sent and there's nothing they can do about it!

EVGA can suck on that! :twisted:


Regardless of RMA policy - if you're not going to help the customer and if you're just going to stick to the standard line like a robot, expect unhappy customers... If you all you can do is hide behind your "sorry its our policy" line then you are going to lose a valued customer, who will never buy ANY of your products again and will be sure to recommend to everyone they know not to buy evga products due to the pathetic level of service.

In any event, you're paying for a service and in the event something does go wrong you'd expect them to provide it. Whats the point in giving you an immediate replacement if you can't use it because they might demand it back? And when you can't send it back they overcharge you for it! I don't care if the board is worth $10 or $1000 I wouldn't pay $1 more than the cheapest retail price for it!
March 2, 2007 11:14:29 AM

>I know EXACTLY how i'd suck it up...

You'd throw $250 away because you're a petulant child?

>there's nothing they can do about it

Except keep the money they've already taken, genius.
March 2, 2007 11:16:18 AM

>Possible problem resolution

Delighted to hear that you're probably getting resolution on the issue, v3raxOC - just goes to show that complaining works!

Oh, and I agree with you totally on the steak thing.
March 2, 2007 11:36:11 AM

Chunky and Mrsbytch are retards , plain and simple . do you guys share the same PC down at the trailer park? you obviously didnt read or comprehend anything preceding your posts.
March 2, 2007 11:43:12 AM

The step-up program is only for 3 months, when you do the research in advance this should be clear. the step-up program is already generous, don't see that happening with any other card maker?

Now, for your problem with the socket, intel doesnt give any warranty for their sockets to the mobo builders, so evga, asus, gigabyte, msi, can't claim this damage to intel for a faulty socket. all the motherboard builders give a full warranty on their products, exept for the sockets!!
so this isn't a evga only problem. don't blame evga, blame intel, why did they put the pins on the socket and not on the CPU?
so that intel doesn't take the heat when their are pins bended during install by some retard (not telling that you are one). so, the all the motherboard makers reacted by using a no warranty when pins are bend. that's business!

edit:
if it's in the policy, you can do nothing about it. they are not going to make an exception becaus tell the "honestly" you didn't bend the pins, because if i know that worked ok, i would sent my card to evga with pins i bent and tell them "honestly" i didn't do it. i can understand evga, and if you are already building computers for 10 years, you should have made enough money to suck this up for once and take it as a man. shit happens.
March 2, 2007 11:48:58 AM

I never pay for anything online except by credit card (after having cowboys at ebuyer do something similar) and in the case of the $299 for the replacement board, that was a charge, not a payment - so if you were returning it, you wouldn't have paid for it now would you? Please do think before you make comments like that...

The only children here are the people who keep saying "suck it up like a man" honestly - wtf? So you're willing to be ripped off and have poor service? Thats acceptable to you?

As in this example if you "suck it up" you would have thrown away $450. There's alot to be said for complaining and bad mouthing when vendors fail to live up to their promises... tell them what you think and that they will lose your custom and things quickly change. If you know you're right, don't accept any less than what you are entitled too - no matter what.
March 2, 2007 11:56:50 AM

>If you were returning it, you wouldn't have paid for it now would you?

Except they would charge him for the broken motherboard, which you had decided to smash. At $299.

My point was that petulant damage to the motherboard is not "sucking it up", it's acting childishly. Especially when it would then *definitely* cost you money.

>everything else

We're in agreement on everything else. I think that if a company screws you over like EVGA seem to be doing, you complain, and keep complaining, politely, going up the chain, until you get something done. If you don't get something done, you complain to someone who can *make* something get done - like (in this case) the THG forums - or in the UK Trading Standards or the BBC's Watchdog program.

You and I agree on the basics. But smashing up the motherboard and sending it back to them is going to result in you getting *nothing* from them at all.
March 2, 2007 12:17:28 PM

But thats my point - being billed for it and actually paying for it are two different things, if they sign for a delivery and its smashed up (without checking) its their problem... online stores will do the same to you if your goods are damaged but you sign for them anyway. And since you already paid for a broken board, which is a loss in any event - you'd have lost nothing and cost them an extra board.

In this case they sorted it out but i've had enough companies flat out refuse to care about your problem and treat you as just "another punter" and when that happens its better to force them to chase you for things than just to take it on the chin. At this point you end up paying for one dud board at worst or (at best) you end up paying nothing but the main thing is they get your message "their service sucks and they should improve it"
March 2, 2007 12:22:06 PM

Ive never had an issue with eVGA all there products have been sound for me in the past and the OPs post doesnt change anything. Ill still buy from eVGA. But basically Im sure they help more people than they screw however you never hear about the good transactions only the bad ones. On average a good customer service experience yeilds that customer will tell 1 other person. A bad customer service experience yeilds that customer will tell 9 people and in the case of this gentleman will tell thousands. Take it for what its worth. This issue doesnt change my mind a bit and eVGA is still a good company in my eyes.
March 2, 2007 12:55:41 PM

>if they sign for a delivery and its smashed up (without checking) its their problem

No, it really isn't. They will routinely sign to accept delivery rather than to accept the goods. It's different for businesses than it is for people, mainly because it's understood that businesses get so many parcels its unfeasible for them to sign as checked for everything.

No carrier would be willing to wait whilst deliveries are checked completely by a company - it would cost them too much money. If they then opened the box and found it was damaged, they'd check the box for damage, if there's no damage, it's not a carrier fault and they bill you - and you have a legal obligation to pay as you've agreed to the terms of the RMA.

It's different the other way round, because of the terms and conditions of how they send stuff out.
March 2, 2007 1:29:27 PM

Ah but how can they prove you smashed it? "I sent it in good nick - not my fault its in bits, I packed it in your own packaging so you can't say I didn't take resonable steps (unless you are saying your own packaging isn't good enough?)"

They can't prove that anymore than you can prove it was a techy at their end that bent the pins! And you would have no more cause to damage the board than they would - techy doesn't want to look bad and you would be doing it out of spite, nothing to gain so its very hard to prove. What can they do, small claims court? stiff them anyway...
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