EVGA Denied Warranty Because GPU Wasn't Cleaned - Overclock.net - An Overclocking Community

Forum Jump: 

EVGA Denied Warranty Because GPU Wasn't Cleaned

Reply
Thread Tools
post #1 of 123 (permalink) Unread 03-07-2019, 12:30 PM - Thread Starter
Linux Gamer
 
Almost Heathen's Avatar
 
Join Date: Oct 2013
Location: USA (CT)
Posts: 808
Rep: 54 (Unique: 37)
EVGA Denied Warranty Because GPU Wasn't Cleaned

Update 2: I was starting to think the GPU had been lost. I got an email from UPS yesterday with a tracking number and was surprised to see that EVGA held onto it for an entire week (7th to the 14th); they said it would take "up to two days processing before it's shipped" not a week. Not a big deal though, I'm just happy they paid shipping.



It arrived this morning. Looks like the serial fell off while they were handling it and was taped on the back. I deep cleaned it the same way Ive done periodically: completely break down the card, remove dust with air and anti-static brushes, and work iso alcohol in. I used an old makeup brush, as (IIRC) White Owl suggested, and it worked excellently, much easier than qtips and a rag and saved the wear and risk of damage to my anti-static brushes. I followed that by soaking the components without stickers/decals plus the hardware in iso alcohol, then soap (Dawn IIRC) and water, then set them up to soak . Again, all of which I was prepared to do (and had cleaning supplies in hand) before originally shipping the GPU out, but foolishly decided against it (to corroborate what I told CS, that the GPU was not taken apart recently, and so could not have been damaged due to handling, as I've said before).

Many people seemed to assumed otherwise, but the blower/shroud area was the only area that had any notable dust, tarnishing, etc., so it went quickly. The shroud and blower area took all of 5min., the whole process took about a half hour (excluding time spent soaking components). Painless. Now it nearly looks new aside from the very light scratches that accrue from handling over ~8 years.

Yet, while it's probably fine now, I'm going to repeat the process at least once, then have a non smoker give it a whiff to assess the smoke odor. Still, I'll probably (at minimum) put it outside over the weekend to air out. I may also put it in a bread board system to confirm (again) that it's in its death throes and/or replace the shipping box to be safe. I want to give it the deluxe treatment and send out a fresh smelling immaculate GPU so I don't wind up getting the RMA denied again (the downtime is already painful, plus having to pay shipping from CT to CA at $20+ a pop a couple more times-while I would still definitely pay it-would probably approach or exceed the value of the card), or worse, have the warranty voided.

I'll post some before/after pictures before shipping it out again.

Update 1: They're sending the GPU back for me to clean. After which they will supposedly RMA it. I'm glad they'll honor it but a bit disappointed as well; had I known it would be an issue, I would have cleaned it beforehand/not smoked around it. Basically I'm being held accountable for terms that were not in place when I bought the card.

Original post: I normally clean everything with iso alcohol, air, antistatic brushes etc., but, aside from a little dust buildup on the fan assembly, the card looked great before I sent it out. Plus, as I told them there could be no external cause of failure (it hadn't been opened, overclocked, nothing, not even serviced as the case is hepa filter modded), with no changes in over 6 months, I wanted the GPU to speak to that truth. Besides, I never in my wildest dreams thought a little dust buildup and smell of cigarette smoke could cause denial of RMA.

Today, after they sat on the card for 2 days, I get this email:
"Your EVGA graphics card is unable to be processed for warranty service as it arrived with a tarnished bracket and fan assembly with strong non-electrical ordor, which has resulted in damage to the product from improper operation and maintenance not covered under EVGA's warranty."


EDIT: That reads to me as though they would even use this as an excuse to not only deny the RMA but void the warranty as well.


Screencap of the email:
Spoiler!


Pictures from EVGA that show buildup and tarnishing due to cigarette smoke:
Spoiler!

https://imgur.com/a/2jyVbIo


The GPU is ~8 years old; in what world is this not normal wear and tear? The tarnish and buildup on the GPU fan would take a measly 15min with a q-tip and iso alcohol to clean (I've done it before). With a lifetime warranty card, I felt like I had a target on my back for warranty denial, but I never thought they could sink this low.

Further, while their newer warranties stipulate denial based on excessive dust and cigarette buildup IIRC-not that I would concede that their is any issue with the card-the original product warranty has no such stipulation: https://www.evga.com/warranty/2007/

Yes, the GPU has had years of (albeit light) service, but I spent a lot on this GPU because of their (then) stellar service, with the promise that they'd take card of it when something went wrong. I'm really upset. I'm going to reach out and try to escalate the matter once I've calmed down a bit but I wanted to bring some awareness that they will deny warranty for little dust buildup and smoke odor on a GPU.

NAS / HTPC
(17 items)
Workstation
(10 items)
CPU
Intel Core i7 920
Motherboard
Dell 0x501h, BIOS based (not EFI)
GPU
EVGA GTX 580 3GB
RAM
12gb 1066mhz CL7
Hard Drive
ZFS mirror (media), ZFS JBOD (gaming etc.), ZFS OS
Power Supply
Seasonic SS-850HT
Cooling
Xigmatek Gaia
Case
Fractal Design Define R3
Operating System
Antergos XFCE
Monitor
Panasonic Viera X3 TV
Keyboard
CM Storm Quickfire Pro (Cherry Reds)
Mouse
Logitech M310
Mouse
Itac mouse-trak Industrial Trackball
Mousepad
Cloth
Audio
Creative Sound BlasterX H5 Tournament Edition Headset
Audio
Creative Sound BlasterX G1 USB Sound Card
Audio
Philips HTS3555 5.1 1000w Home Theater
CPU
AMD Athlon II X4 640, 4/4, 3ghz
Motherboard
(Foxconn 2AB1) N-Alvorix-RS880-uATX, BIOS based (not EFI)
GPU
ATI Radeon 4200 (RS880) HP
RAM
6gb DDR3 1333 CL9
Hard Drive
Hitatchi 40gb (ZFS)
Power Supply
OEM 250w?
Cooling
OEM
Case
OEM
Operating System
Antergos XFCE
Monitor
HP vp17
▲ hide details ▲

Last edited by Almost Heathen; 03-21-2019 at 09:22 PM.
Almost Heathen is offline  
Sponsored Links
Advertisement
 
post #2 of 123 (permalink) Unread 03-07-2019, 12:38 PM
New to Overclock.net
 
microchidism's Avatar
 
Join Date: Apr 2015
Posts: 313
Rep: 5 (Unique: 5)
Do you smoke near your comp?

GPU History - 6 Nvidia, 3 AMD <--- need to get this number up
microchidism is offline  
post #3 of 123 (permalink) Unread 03-07-2019, 12:43 PM - Thread Starter
Linux Gamer
 
Almost Heathen's Avatar
 
Join Date: Oct 2013
Location: USA (CT)
Posts: 808
Rep: 54 (Unique: 37)
Quote: Originally Posted by microchidism View Post
Do you smoke near your comp?
Yes, honestly. But I don't see where that could constitute warranty denial: https://www.evga.com/warranty/2007/


I'm going to re-read that in a min. to see where I stand.

NAS / HTPC
(17 items)
Workstation
(10 items)
CPU
Intel Core i7 920
Motherboard
Dell 0x501h, BIOS based (not EFI)
GPU
EVGA GTX 580 3GB
RAM
12gb 1066mhz CL7
Hard Drive
ZFS mirror (media), ZFS JBOD (gaming etc.), ZFS OS
Power Supply
Seasonic SS-850HT
Cooling
Xigmatek Gaia
Case
Fractal Design Define R3
Operating System
Antergos XFCE
Monitor
Panasonic Viera X3 TV
Keyboard
CM Storm Quickfire Pro (Cherry Reds)
Mouse
Logitech M310
Mouse
Itac mouse-trak Industrial Trackball
Mousepad
Cloth
Audio
Creative Sound BlasterX H5 Tournament Edition Headset
Audio
Creative Sound BlasterX G1 USB Sound Card
Audio
Philips HTS3555 5.1 1000w Home Theater
CPU
AMD Athlon II X4 640, 4/4, 3ghz
Motherboard
(Foxconn 2AB1) N-Alvorix-RS880-uATX, BIOS based (not EFI)
GPU
ATI Radeon 4200 (RS880) HP
RAM
6gb DDR3 1333 CL9
Hard Drive
Hitatchi 40gb (ZFS)
Power Supply
OEM 250w?
Cooling
OEM
Case
OEM
Operating System
Antergos XFCE
Monitor
HP vp17
▲ hide details ▲
Almost Heathen is offline  
Sponsored Links
Advertisement
 
post #4 of 123 (permalink) Unread 03-07-2019, 12:52 PM
New to Overclock.net
 
pdasterly's Avatar
 
Join Date: Nov 2005
Posts: 1,025
Rep: 26 (Unique: 19)
Quote: Originally Posted by microchidism View Post
Do you smoke near your comp?
hell yeah duh

weak sauce from evga
pdasterly is offline  
post #5 of 123 (permalink) Unread 03-07-2019, 12:57 PM - Thread Starter
Linux Gamer
 
Almost Heathen's Avatar
 
Join Date: Oct 2013
Location: USA (CT)
Posts: 808
Rep: 54 (Unique: 37)
I genuinely don't see anything in the "product condition" area of the warranty that would constitute denial of the RMA:

  • Removal and or Defacing of Serial/Part number sticker(s) on ANY EVGA products WILL void ALL warranties.
  • All products must be returned in the originally sold condition. Products received by EVGA for replacement that include 3rd-party attachments (CPU Heatsink Backplate, Memory chip heatsinks, etc) will be returned to the address on the package.
  • There must be no physical damage to any component including the PCB, GPU/chipset, CPU Socket, or damage that is caused by:
    • inadequate or improper repairs carried out by any person or entity which is not authorized by the manufacturer to perform warranty services on its behalf;
    • negligence, accidents, modifications, defective installation or misuse and use of inappropriate spare parts;
    • fire, immersion in liquid, lightning, earthquake, inadequate ventilation, Acts of God, incorrect application of main voltage howsoever arising, or any other cause beyond the control of EVGA;
    • any other goods which can be used with the Product, but are not the Product itself;
    • consumable or wearing items requiring replacement as part of normal service, including (but not limited to) dry cells and rechargeable batteries.
  • The product must be returned to EVGA in the original factory configuration and condition. All aftermarket modification must be reversed before sending in the product for replacement.

NAS / HTPC
(17 items)
Workstation
(10 items)
CPU
Intel Core i7 920
Motherboard
Dell 0x501h, BIOS based (not EFI)
GPU
EVGA GTX 580 3GB
RAM
12gb 1066mhz CL7
Hard Drive
ZFS mirror (media), ZFS JBOD (gaming etc.), ZFS OS
Power Supply
Seasonic SS-850HT
Cooling
Xigmatek Gaia
Case
Fractal Design Define R3
Operating System
Antergos XFCE
Monitor
Panasonic Viera X3 TV
Keyboard
CM Storm Quickfire Pro (Cherry Reds)
Mouse
Logitech M310
Mouse
Itac mouse-trak Industrial Trackball
Mousepad
Cloth
Audio
Creative Sound BlasterX H5 Tournament Edition Headset
Audio
Creative Sound BlasterX G1 USB Sound Card
Audio
Philips HTS3555 5.1 1000w Home Theater
CPU
AMD Athlon II X4 640, 4/4, 3ghz
Motherboard
(Foxconn 2AB1) N-Alvorix-RS880-uATX, BIOS based (not EFI)
GPU
ATI Radeon 4200 (RS880) HP
RAM
6gb DDR3 1333 CL9
Hard Drive
Hitatchi 40gb (ZFS)
Power Supply
OEM 250w?
Cooling
OEM
Case
OEM
Operating System
Antergos XFCE
Monitor
HP vp17
▲ hide details ▲
Almost Heathen is offline  
post #6 of 123 (permalink) Unread 03-07-2019, 12:57 PM
New to Overclock.net
 
skupples's Avatar
 
Join Date: Apr 2012
Location: Fort Lauderdale
Posts: 16,726
Rep: 515 (Unique: 290)
Quote: Originally Posted by Almost Heathen View Post
Yes, honestly. But I don't see where that could constitute warranty denial: https://www.evga.com/warranty/2007/


I'm going to re-read that in a min. to see where I stand.
smoke destroys hardware.

Not a single vendor will accept RMA on smoke laden product.

I deal with it all the time, working on a Help Desk.

The reason? The smoke sticks. You can NOT remove the smell without replacing the entire cooling section, or taking it apart & soaking out the unique tar dust indoor smoking forms.

It's a 100% valid excuse to void the warranty, even if its 8 years old. Not to mention, the cost to them for having to hand over a modern gpu in exchange.


EVGA is usually the easiest and calmest RMA process around, so if they denied it, it's likely reasonable.
skupples is offline  
post #7 of 123 (permalink) Unread 03-07-2019, 12:59 PM
More Vcore
 
The EX1's Avatar
 
Join Date: Oct 2013
Location: Texas
Posts: 1,548
Rep: 107 (Unique: 99)
So your warranty is void because your GPU *shuffles deck*........ smells.

Kidding aside, I have heard of warranties being void due to smoking damage. One more reason to kick the habit?

Test Bench
(14 items)
CPU
1920X Threadripper
Motherboard
ASUS ROG Zenith Extreme
GPU
ASUS RX 560 Strix
GPU
ASUS RX 560 Strix
GPU
ASUS RX 560 Strix
RAM
G.Skill Tridentz DDR4
Hard Drive
Western Digital Blue M.2
Power Supply
EVGA 1600 G2
Cooling
Noctua NH-U12S TR4-SP3
Cooling
Corsair SP120s
Cooling
Corsair AF140
Case
Corsair 780T White
Operating System
UNRAID
Monitor
ASUS VG245H
Monitor
ASUS VG245H
Monitor
ASUS VG245H
Keyboard
RAZER Black Widow Ultimate
Keyboard
RAZER Black Widow Ultimate Overwatch Edition
Keyboard
Logitech G15
Mouse
Razer Naga
Mouse
Steelseries Warcraft MMO Mouse
Mouse
Logitech G502
Audio
Razer Kraken 7.1
Other
USB Hubs/extensions/cables
CPU
Intel Core i7 6950X
Motherboard
ASUS ROG Rampage V Edition 10
GPU
nVidia Titan Xp Collector's Edition Galatic Empire
RAM
Corsair Special Edition Blackout Dominator DDR4
Hard Drive
Samsung 960 EVO M.2 NVM.e
Hard Drive
Crucial MX300 SSD
Hard Drive
OCZ SSD
Power Supply
Corsair HX1000i Platinum
Power Supply
Custom red sleeved cables
Cooling
EK RGB Monoblock
Cooling
Alphacool Monsta 360mm Radiator-White
Cooling
Hadwarelabs NEMESIS GTX 560mm Radiator
Cooling
Noiseblocker 120mm PWM fans-White
Cooling
Noiseblocker eLoop 120mm fan-Red
Cooling
Noctua Industrial 140mm fans
Cooling
Phobya Slim 180mm fans
Cooling
Swiftech D5 Pump
Cooling
Bitspower D5 pump top
Cooling
Bitspower D5 pump mod kit
Cooling
Singularity Computers Ethereal Dual Reservoir mounts
Cooling
Monsoon Free Center compression fittings
Cooling
Bitspower Deluxe White fittings
Cooling
Primochill Grillz Hex radiator grill
Cooling
Primochill Advanced LRT Tubing
Cooling
Koolance in-line filter
Cooling
XSPC G 1/4 temperature sensor
Cooling
Silverstone PWM fan hub
Cooling
EK M.2 Heatsink - Nickle
Cooling
FrozenQ LFX Reservoirs - White
Cooling
FrozenQ LFX Aluminum Reservoir collars
Case
Silverstone TJ11
Case
Custom acrylic panels
Operating System
Windows 10
Monitor
Alienware AW3418DW Ultrawide
Keyboard
GALAX HOF
Mouse
Razer Starcraft II Edition Mouse
Mousepad
GALAX RGB Mousepad
Audio
ASUS Supreme FX Hi-Fi DAC
Audio
Sennheiser Game Zero - White
Other
NZXT USB 2.0 internal hub
Other
NZXT Hue+
Other
Darkside LEDs and extensions
CPU
Ryzen R7 1800X
Motherboard
ASUS ROG Crosshair VI
GPU
Powercolor RX Vega 64 Red Devil
GPU
RX Vega 64 Limited Edition
GPU
RX Vega 64 Limited Edition
RAM
GALAX HOF Limited Edition DDR4
Hard Drive
Western Digital Black
Hard Drive
Western Digital Black
Optical Drive
ASUS Blu-Ray/DVD-RW
Power Supply
EVGA 750 GQ
Power Supply
EVGA 750 GQ
Cooling
Deepcool Captain 240mm
Case
Primochill Praxis Wet Bench
Operating System
Windows 10
▲ hide details ▲


The EX1 is offline  
post #8 of 123 (permalink) Unread 03-07-2019, 01:03 PM - Thread Starter
Linux Gamer
 
Almost Heathen's Avatar
 
Join Date: Oct 2013
Location: USA (CT)
Posts: 808
Rep: 54 (Unique: 37)
Quote: Originally Posted by skupples View Post
smoke destroys hardware.

Not a single vendor will accept RMA on smoke laden product.

I deal with it all the time, working on a Help Desk.

The reason? The smoke sticks. You can NOT remove the smell without replacing the entire cooling section, or taking it apart & soaking out the unique tar dust indoor smoking forms.

It's a 100% valid excuse to void the warranty, even if its 8 years old. Not to mention, the cost to them for having to hand over a modern gpu in exchange.
If the product is not maintained, maybe. But the GPU was cleaned frequently. I fail to see how the smoke smell is relevant.

Regardless, if that's the case, it should be in the warranty terms. Edit: Had it been in the terms, believe me I would have smoked away from the PC

Quote: Originally Posted by skupples View Post
EVGA is usually the easiest and calmest RMA process around, so if they denied it, it's likely reasonable.

Usually, maybe. But they've definitely gone downhill. You only need to look at their warranty forums or even here for evidence https://www.overclock.net/forum/69-n...or-wear-8.html

NAS / HTPC
(17 items)
Workstation
(10 items)
CPU
Intel Core i7 920
Motherboard
Dell 0x501h, BIOS based (not EFI)
GPU
EVGA GTX 580 3GB
RAM
12gb 1066mhz CL7
Hard Drive
ZFS mirror (media), ZFS JBOD (gaming etc.), ZFS OS
Power Supply
Seasonic SS-850HT
Cooling
Xigmatek Gaia
Case
Fractal Design Define R3
Operating System
Antergos XFCE
Monitor
Panasonic Viera X3 TV
Keyboard
CM Storm Quickfire Pro (Cherry Reds)
Mouse
Logitech M310
Mouse
Itac mouse-trak Industrial Trackball
Mousepad
Cloth
Audio
Creative Sound BlasterX H5 Tournament Edition Headset
Audio
Creative Sound BlasterX G1 USB Sound Card
Audio
Philips HTS3555 5.1 1000w Home Theater
CPU
AMD Athlon II X4 640, 4/4, 3ghz
Motherboard
(Foxconn 2AB1) N-Alvorix-RS880-uATX, BIOS based (not EFI)
GPU
ATI Radeon 4200 (RS880) HP
RAM
6gb DDR3 1333 CL9
Hard Drive
Hitatchi 40gb (ZFS)
Power Supply
OEM 250w?
Cooling
OEM
Case
OEM
Operating System
Antergos XFCE
Monitor
HP vp17
▲ hide details ▲
Almost Heathen is offline  
post #9 of 123 (permalink) Unread 03-07-2019, 01:07 PM
New to Overclock.net
 
pdasterly's Avatar
 
Join Date: Nov 2005
Posts: 1,025
Rep: 26 (Unique: 19)
pdasterly is offline  
post #10 of 123 (permalink) Unread 03-07-2019, 01:21 PM
ORL
H20 only!
 
ORL's Avatar
 
Join Date: Sep 2011
Location: STL
Posts: 348
Rep: 18 (Unique: 17)
Quote: Originally Posted by Almost Heathen View Post
If the product is not maintained, maybe. But the GPU was cleaned frequently. I fail to see how the smoke smell is relevant.

Regardless, if that's the case, it should be in the warranty terms. Edit: Had it been in the terms, believe me I would have smoked away from the PC




Usually, maybe. But they've definitely gone downhill. You only need to look at their warranty forums or even here for evidence https://www.overclock.net/forum/69-n...or-wear-8.html
The reason they reject these items is the parts get reused in whatever ways. Imagine a non smoker receiving a replacement component with the odor coming from their PC now that they have installed an RMA component. This will be in place across the board of all products. As a former smoker who has quit some 7-10 years ago I would not have believed then it should matter. However now if a coworker so much as smoked an hour ago and walks by my office I can smell this, just as when looking at houses or used cars. While it may not bother some people, others will throw a complete fit about it. The smell takes a very long time to go away.
ORL is offline  
Reply

Quick Reply
Message:
Options

Register Now

In order to be able to post messages on the Overclock.net - An Overclocking Community forums, you must first register.
Please enter your desired user name, your email address and other required details in the form below.
User Name:
If you do not want to register, fill this field only and the name will be used as user name for your post.
Password
Please enter a password for your user account. Note that passwords are case-sensitive.
Password:
Confirm Password:
Email Address
Please enter a valid email address for yourself.
Email Address:

Log-in



Currently Active Users Viewing This Thread: 2 (1 members and 1 guests)
Falkentyne


Forum Jump: 

Posting Rules  
You may post new threads
You may post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are Off
Refbacks are Off