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evga x79 rma big problem.

post #1 of 10
Thread Starter 
So I'm building a new high budget system.
i7 3930k
EVGA gtx Titan signature
Asus xonar xense
Patriot viper 3 venom red 4x4 GB @2133 cl11
seasonic 1250w
Silverstone FT02 BK-W

I got the board memory gtx 670 (current system) cpu and cooler installed, but it wouldn't boot. Contacted tech support, got an rma number.

IMPOTANT. EVGA specifies that boards damaged during shipping is the consumers burdon, having recieved the silverstone case with 2 of the 5 5.25 bay covers bent beyond saving and a huge hole in the box, I wasn't taking chances.

I took the board (socket cover on) and wrapped it in 2 inches of bubble wrap. Then placed it in the box the board came in. Then I put that box in a box filled with peanuts.

I then got an email from EVGA saying my rma is on hold for pcb damage. It looks like they put the corners of the board in a blender. I did everything I could, but I'm still out a board, the worst pary is it wouldn't have been damaged if it worked in the first place. I wish I could find the person who damaged my board, I'd have words to mince.

Does anyone have experience with anything like this?
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post #2 of 10
Quote:
Originally Posted by Redshift 91 View Post

So I'm building a new high budget system.
i7 3930k
EVGA gtx Titan signature
Asus xonar xense
Patriot viper 3 venom red 4x4 GB @2133 cl11
seasonic 1250w
Silverstone FT02 BK-W

I got the board memory gtx 670 (current system) cpu and cooler installed, but it wouldn't boot. Contacted tech support, got an rma number.

IMPOTANT. EVGA specifies that boards damaged during shipping is the consumers burdon, having recieved the silverstone case with 2 of the 5 5.25 bay covers bent beyond saving and a huge hole in the box, I wasn't taking chances.

I took the board (socket cover on) and wrapped it in 2 inches of bubble wrap. Then placed it in the box the board came in. Then I put that box in a box filled with peanuts.

I then got an email from EVGA saying my rma is on hold for pcb damage. It looks like they put the corners of the board in a blender. I did everything I could, but I'm still out a board, the worst pary is it wouldn't have been damaged if it worked in the first place. I wish I could find the person who damaged my board, I'd have words to mince.

Does anyone have experience with anything like this?

Well, for one EVGA boards havent been good for a few years now and their motherboard support is trash compared to their video card support, but thats not the point.

You can try calling and talking to a supervisor, but there is a hefty chance EVGA wont help.
If that happens, keep ALL documentation, and I hope you took pictures of the board before shipping it to them, because you can ask for pictures from their RMA department and come down on FedEx or UPS or whoever you used to ship it for reimbursement.
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post #3 of 10
Thread Starter 
Pictures of the damage after I get back home
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post #4 of 10
Thread Starter 
I should've taken pictures, but it feels like they trashed the board so they don't have to send me another one. The main issue is that I armored this thing.

I know they have to have some measures to keep people from returning products for their own incompetence, if I was trying to lie, I'd have said I got it like that and rma'ed it for the damage. But it happened to a package beyond their packaging specs and with their label. I hope I get the board that I paid for.
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post #5 of 10
Why didn't you package it exactly as it had come from the factory? All that extra bubble wrap couldn't have helped as much as you think.

Have you made an insurance claim with the carrier?
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post #6 of 10
Thread Starter 
The peanuts and large box would help by deforming and the bubble wrap would keep the board from shifting and also absorb impact. The board was within the manufacturer box within a box of peanuts exactly like the package evga shipped to me.
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post #7 of 10
Sorry to bump an old thread, but I just wanted to corroborate Redshift 91's experience. I recently sent a video card for RMA to EVGA and received an email that the PCB was mysteriously bent upon arrival. I packaged the card beyond EVGA's specifications in their RMA instructions email, with 4X bubble wrap and $12 worth of packing styrofoam. I emailed the EVGA RMA Team and Joe Darwin (EVGA's Director of Technical Marketing) to attempt to resolve the situation. I waited a week for a reply from them, and they did not respond at all. I am very disappointed in EVGA's customer service, and I will be seeking a new Nvidia manufacturer to patronize.
post #8 of 10
Thread Starter 
Sorry you got the shaft too, this kind of thing happens when people get too big for their britches and forget what built their company.
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post #9 of 10
I think there is a troll at EVGA who is wreaking havoc. Most of the tech support and customer support has been excellent-way better than ASUS in my experience. However, I did recently RMA an x79Dark. They sent me ONLY the board in an antistatic bag. The socket had two bent pins and the board itself had scuff marks. When I sent them pix of what was mailed to me, they were surprised. They asked me to send it back and they sent me a brand new board in an unopened box.

So who decided to send me a mobo that had been used as a frisbee>? I'll never know. But I also had an experience with ASUS when I had to RMA a GTX670 video card three times. Finally they gave up and sent me a 680.

So I think we have to remember that these organizations are like mouse warrens. There will always be a few bad characters in the bunch-and they remain hidden.
In general, EVGA is one of the few component makers who respond promptly to issues. Have any of you dealt with OCZ ? There are others as well. Software companies are even worse. How often do you get a straight answer from microsoft. With them, it's always the 'other guy's fault' meaning some hardware component. I know the Dark got a bad rap from anandtech, but remember the RIVE was not a bed of roses when it came out. It took a while to get rid of the thorns from the bios.
post #10 of 10
Thread Starter 
I'm mostly over it, but if they hadn't have wrecked the only board I could afford, I wouldn't have had to sit on 3 grand in useless parts for 6 months. If it was Asus who slighted me, I'd already have bought the Dark. To be clear, I did just buy my second EVGA GTX Titan, but I won't buy another board from them until they put out a couple of years of boards at the x58 classi level. It just upsets me when big corporation slight the people that made them big in the first place. For instance, if they had sent me a new board, I'd've been an EVGA man for life. Asus also sent my Maximus back to me with bent cpu pins, so I know it's not just EVGA, it does rustle my jimmies when they decide that I must have bent my pins, though.
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