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EVGA GTX680 FTW+ just died on me - please, please help!

post #1 of 12
Thread Starter 
Hi folks,

(I really do hope that EVGA product manager will see this post, im' in desperate need of help...weirdsmiley.gif )

I already posted this thread on the EVGA forum. This is more or less a copy/paste with slight modifications.


Let me begin by saying that I'm in France.

So I'm very concerned because I just bought two GTX680s FTW+ and I just had one that died on me.

The other card works just fine, I did ALL the troubleshooting I can, swapped PCI-e slots, swapped PSU plugs, etc. there is clearly one of the two that just died yesterday. The fan won't turn when plugged in and the card is not recognized in the BIOS. D-e-a-d.

So my invoice is dated back from the 23rd of January 2013. Since I bought the cards less than a month ago the warranty terms specify that EVGA will send me a new one.

I just need some advice for my RMA:

1 - I didn't register my card. So I don't have the extended 5-yers warranty but as long as I have the original invoice I'm good right?

2 - The French EVGA text for the warranty terms gives me a phone number (in France). Should I begin by phoning here first? I'd have to wait until tomorrow since we're on Sunday.

3 - I can fill a "Guest RMA" form on this site, right now. But not in French, it's on the "English EU" site. I wrote my serial number, but I'm afraid of continuing the process as the site responds with "ship date: 12/10/2012" - but my invoice's date is 01/23/2013 and I want a new GPU as I bought it less than 30 days ago. I don't want it to consider the GPU dating back from 2012.

Should I continue with the online RMA process or wait and phone the French service tomorrow?

4 - There is no address on the site where to send my card. It says there's an EVGA RMA on Munich (it's the closest to where I live) but it doesn't say the address.

5 - Finally, approximately how long will it take for EVGA to send me back a new GPU? I'm not very happy to have a GPU dying on me 15 days after I purchased it...

Hope someone (EVGA Jacob are you there please? tongue.gif ) will be able to help me out on this, I'm desperate.


Thanks in advance.
post #2 of 12
Quote:
Originally Posted by DaGoat View Post

Hi folks,

(I really do hope that EVGA product manager will see this post, im' in desperate need of help...weirdsmiley.gif )

I already posted this thread on the EVGA forum. This is more or less a copy/paste with slight modifications.


Let me begin by saying that I'm in France.

So I'm very concerned because I just bought two GTX680s FTW+ and I just had one that died on me.

The other card works just fine, I did ALL the troubleshooting I can, swapped PCI-e slots, swapped PSU plugs, etc. there is clearly one of the two that just died yesterday. The fan won't turn when plugged in and the card is not recognized in the BIOS. D-e-a-d.

So my invoice is dated back from the 23rd of January 2013. Since I bought the cards less than a month ago the warranty terms specify that EVGA will send me a new one.

I just need some advice for my RMA:

1 - I didn't register my card. So I don't have the extended 5-yers warranty but as long as I have the original invoice I'm good right?

2 - The French EVGA text for the warranty terms gives me a phone number (in France). Should I begin by phoning here first? I'd have to wait until tomorrow since we're on Sunday.

3 - I can fill a "Guest RMA" form on this site, right now. But not in French, it's on the "English EU" site. I wrote my serial number, but I'm afraid of continuing the process as the site responds with "ship date: 12/10/2012" - but my invoice's date is 01/23/2013 and I want a new GPU as I bought it less than 30 days ago. I don't want it to consider the GPU dating back from 2012.

Should I continue with the online RMA process or wait and phone the French service tomorrow?

4 - There is no address on the site where to send my card. It says there's an EVGA RMA on Munich (it's the closest to where I live) but it doesn't say the address.

5 - Finally, approximately how long will it take for EVGA to send me back a new GPU? I'm not very happy to have a GPU dying on me 15 days after I purchased it...

Hope someone (EVGA Jacob are you there please? tongue.gif ) will be able to help me out on this, I'm desperate.


Thanks in advance.

No idea on the part where you did not register your products (Which, and I know I am just telling you something you already know, you should always do).

I just did an RMA and here is how it goes with eVGA:

Register your products and upload the invoice.

Call them, explain the problems - They will give you a ticket number.

Open RMA from eVGA webpage when you get an email.

Fill out the page.

Sooner or later you get an email, this one contains a PDF file which you print and slap on your box (Make sure the GPU is 100% safe in the box! And *NO* accessories, just the GPU).

Mail the box to eVGA (In Germany)

Wait

UPS will deliver it back when RMA is done.


Own experience (a week old).
I mailed the GPU, the RMA was done in less than 24 hours and mailed back with UPS. Total time - 4 days for it to land on my doorstep.
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Frozen Kaveri
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post #3 of 12
Thread Starter 
Warning: Spoiler! (Click to show)
Quote:
Originally Posted by Gomi View Post

No idea on the part where you did not register your products (Which, and I know I am just telling you something you already know, you should always do).

I just did an RMA and here is how it goes with eVGA:

Register your products and upload the invoice.

Call them, explain the problems - They will give you a ticket number.

Open RMA from eVGA webpage when you get an email.

Fill out the page.

Sooner or later you get an email, this one contains a PDF file which you print and slap on your box (Make sure the GPU is 100% safe in the box! And *NO* accessories, just the GPU).

Mail the box to eVGA (In Germany)

Wait

UPS will deliver it back when RMA is done.


Own experience (a week old).
I mailed the GPU, the RMA was done in less than 24 hours and mailed back with UPS. Total time - 4 days for it to land on my doorstep.

Wow, excellent. So please bear with me.

I'm in contact with a very nice American EVGA tech who followed my case and gave me as many advices as he could, said he'd follow my case to the EU team (the French site doesn't work anymore - can't register).

- I DID register my product and upload the invoice. Now the guy asks me to fill up an RMA request on the EU site (where you can choose between a standard or advanced RMA). You didn't do that?

- "Call them" - Where? I have a German phone number on the warranty page.

- "Open RMA from eVGA webpage when you get an email." Is this the RMA form I was talking about?

What I want to know is... I bought my card 18 days ago. They have a special service for less than 30-day purchases where they automatically give you a brand new replacement card, no repair, no questions asked.

Were you in the same situation as me (less than 30 days from your purchase?) In which case I MIGHT not need this email and PDF file and I could fill it up now...

Thanks a lot. Rep.

(Edited for typos)
Edited by DaGoat - 2/10/13 at 6:45am
post #4 of 12
You still need to send in the GPU though, before they send out a new replacement - Otherwise people would just call them all the time and horde GPUs smile.gif

Anyway, the number you need to call is in Germany, they are english speaking though - There they will give you a TICKET NUMBER, which you need to put down in your RMA form - Without it, there is no RMA.

The Ticket number simply allows you to make the RMA, then slap the PDF on the box (Which also contains all sorts of RMA numbers).

My card was 26 days old.
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post #5 of 12
Thread Starter 
Thanks, so when I call them in Germany, I tell them the serial number of my card, and they give me a ticket number on the phone that I need to write down in my *ONLINE* RMA form?

But then after the ticket number you said I have to wit for them to send me an e-mail - what is the e-mail for?
Quote:
Originally Posted by Gomi View Post

Call them, explain the problems - They will give you a ticket number.

Open RMA from eVGA webpage when you get an email.

Fill out the page.

Thanks again
post #6 of 12
Quote:
Originally Posted by DaGoat View Post

Thanks, so when I call them in Germany, I tell them the serial number of my card, and they give me a ticket number on the phone that I need to write down in my *ONLINE* RMA form?

But then after the ticket number you said I have to wit for them to send me an e-mail - what is the e-mail for?
Thanks again

The first email you get (After phonecall) gives you ticketnumber and tells you to make the RMA.

After you do that you get another email, this time with the PDF, containing address and RMA number, this one you stick on the box.

smile.gif
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post #7 of 12
If you need any further help on this you can send me a PM.
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post #8 of 12
Thread Starter 
Thanks for your proposition Jacob.

I submitted my RMA request and it has been approved today.

I sent you a PM with a specific question.
post #9 of 12
EVGA's customer service is top notch, they'll look after you. I was going to suggest posting on the EVGA forums for assistance be they've found you here anyway.
post #10 of 12
Quote:
Originally Posted by CryptiK View Post

EVGA's customer service is top notch, they'll look after you. I was going to suggest posting on the EVGA forums for assistance be they've found you here anyway.

Aye, I've noticed that as well. I usually recommend that people pay the extra premium (usually only 5-10% to get an EVGA card because they'll stand by you if it hits the fan)
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