EVGA has withheld my RMA - Overclock.net

**GH0** · 06-24-09

Alright, so, I just received an e-mail saying that my RMA was placed on hold due to the following:

Quote:

Due to the nature in which your requested RMA product was received, we must place a hold on your RMA request for a total of five business days pending your response.

Reasons for placing a RMA request on hold:

. Product was received damaged or altered
. Product was received with missing or broken components
. Received no product or incorrect product for the requested RMA
. Product received without serial number or correct documentation

How to resolve your pending RMA:

. Email Nick M. at nickm@evga.com with your RMA number to request details.
. Email is recommended as further research is often required and may not be immediately available by phone.
. You may also contact Nick M. by phone at (888) 881-3842 x155.
. Response time to emails and phone messages will be within 1 business day.

. Hours of operation are Monday - Friday, 9:00AM - 5:30PM PDT/PST. Weekends/Holidays are not included.

. If there is damage to the product, you may request a picture of the documented damage.

. Pending review and possible service charges, your RMA will be checked in and completed.

And of course, when I call him, he doesn't answer the phone. Isn't that a surprise, not at all. So, I then proceeded to call customer support. They said my RMA was on hold due to a bent pin, well if you take a look at my old thread about my issues with the motherboards I was getting back from EVGA, here, you will see the latest problem with the board was directly related to the CPU socket. Then they go on telling me that the issue that they are holding my RMA on was about the CPU socket. Well, duh. That is why I am RMA'ing the board, because I couldn't boot into anything because something with it was messed up.

So, my response to them in my e-mail:

Quote:

Dear Nick M,

I received an e-mail stating that my RMA was put on hold. I called your
office and you were either out or on another line. This was roughly at
7:10PM.

Anyways, I called up the Customer Service department to ask why it was
placed on hold, and they gave me the reason that it was because of a
bent pin.

To be honest, I am pretty annoyed that I am receiving this e-mail. This
is the reason I was RMA'ing the board. Why should I have my RMA be on
hold if the reason I wanted to RMA is the reason it is being held.

I would like pictures of this, because I took pictures of the board
before it was sent off for RMA, and the socket looked completely fine
from an eye point view. Sure something could have been wrong with it,
but not from what I could tell. Not to mention, that I was having issues
with the CPU socket when I first received the board anyways. If the
board was not inspected properly before the board was sent out, if I
recieved issues with the board when I first received it (memory slot and
CPU issues), and if I had issues booting into a graphical OS, why should
I be responsible to pay for the repair or the 5 second fix that it takes

to resolve the problem?

Sincerely,
Edited

If they want to argue this, I will just tell my bank to refuse all charges over 178 dollars in the next week. Because, I am not going to pay for a board that was faulty to begin with.

And their rather quick response:

Quote:

Hi Andrew,
Thanks for the contact. I will research this case further with my colleague Mike, whom is copied to this email, and we will get back to you within 1 business days with a picture of the damage and how to proceed. Regards,
Nick

Sanders54 · 06-24-09

That sucks. Usually EVGA is epic with RMA's.

**GH0** · 06-25-09

All I have to say is <censored> EVGA, <censored>:

Quote:

Hello Andrew,

Unfortunately we received your RMA request product in to us with some damage to the CPU socket on the motherboard, the pins were damaged and bent. I have reviewed the damage and was not able to fix the damage unfortunately. We will need to replace the CPU socket on the board.

For the benefit of the customer we also can resolve this problem by charging you for the repair of the product and complete the RMA Cross-ship once you have paid the damage fee. If no response within 5 business days, your card may be automatically charged for the damages only instead of the full price of the motherboard.

The service charge would be for $45.00 USD
I have attached the charge form above if you would like to go ahead with the service charge

You can download Adobe Acrobat Reader here for free to open the pdf file attached - http://get.adobe.com/reader

Please email MikeF@evga.com with the attached form completely filled out and in attachment with the email.

If you wish to Fax, please send it to 714-528-4501 ATTN Mike F. (If Fax is the method of choice, please let me know time and date of Fax)

Please let me know

Thank you,

Tell me why I should <censored>ing pay for this when I had to go through a total of four RMA's. This is not cool at all.

Attached is the picture EVGA took (first picture) and the picture I took (the rest of them).

TestECull · 06-25-09

Fuzzy pix are fuzzy, but even through the pixelation I can tell EVGA is on crack. That socket is fine. :|

**GH0** · 06-25-09

You can blame my camera for the fuzzyness, it sucks. Regardless, like you said, it is perfectly fine for you to tell that the socket is fine.

ChrisB17 · 06-25-09

Evga is really starting to suck. I hear about this about 2 times a week on these forums. I wont buy them again.

I'd call my bank and have them cancel all the money to them. Then i'd tell them where to stick that board.

**GH0** · 06-25-09

And... my response:

Quote:

Dear Mike,

This is ridiculous. This board had so many issues when I received it. I couldn't boot into two of the four RAM slots, my quad core would not work but would work fine in other motherboards, I could not boot into any OS with a graphical interface of 16 bit or more. This leads me to suspect that someone did not inspect or do their job correctly.

There are two things:
One, I was having issues with the CPU socket when I received the board. Again, why should I have to pay for something when that is the sole reason I am RMA'ing the board. I know that your "Inspection process" is go through them, make sure they work, and throw them on a shelf. How do you know that the bent pins were not there. There is no proof at all that that is in fact my motherboard. There is no proof of the S/N of the board that is currently being photographed. Not to mention, I have three pictures right here that show my CPU socket is perfectly fine.

Second, this was the fourth RMA I had to do for this motherboard. I am not paying for your censored-ups (excuse the language).

Attached are the three pictures of my board that I gave to you. If you would like any proof.

Andrew

ChrisB17 · 06-25-09

Whats funny as for a pretty decent sized company with big name in the PC business they have such a crappy camera that cant even take a decent photo.

**GH0** · 06-25-09

The ones that are linked are mine.

The one that is attached is their's.

ChrisB17 · 06-25-09

ok here is a thread of the SAME thing you are saying. Evga is fail IMO now.

http://www.overclock.net/intel-mothe...cted-evga.html

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EVGA has withheld my RMA

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