EVGA customer satisfaction ?? News at 10:00

[crispy2010]

I would also like to bring to light, the op's mobo and the asus mobo that I speak of were these companys cadillac of boards. The best they make and the most expensive, I would think when buying the best I would get top of the line costumer service!

 

[jAkUp]

Originally posted by: crispy2010
I find it hard to believe that 2 pins are missing, what did the op take a pair of pliers and rip them out?
Asus pulled the same crap with me, had the board running for 3-4 months, died and I did a rma. They claimed the pins were bent causing the problem, 40$ to fix. Of course they didnt fix that board and send it back, they sent a new one.

Companys just figured out with the fragile nature of the 775 socket, they could claim socket damage and make a few $ off of rma. Why would they rma for free if they can charge you!

That is definitely not true we take pictures of every motherboard as soon as the package is opened.

We would not "scam" a customer, why would we go out of our way to upset customers? That doesn't make any sense. Most boards we receive back are perfectly fine, and we replace them no problem.

It would cost us more in shipping, time, and manpower than it would be worth to try to "scam" $40. Like I said, previously we did not offer this service, but we would like to offer a small charge for boards that we receive with physical damage.

 

[vhx]

Originally posted by: shabby
I find it funny when someone has a problem with a company, tries everything to get it resolved and meets a dead end. He then posts about his situation on a forum, then a person from that company quickly resolves the problem publicly and then everyone gives the thumbs up to that company.
Where was the cr in the begining? It seems there are telephone cr's and internet cr's who fix the telephone cr's screwups publicly to make the company look good in the forums.
If v3raxOC wouldnt of posted this here he'd be screwed, this simply shouldnt happen at all especially when you tout customer satisfaction and all the crap.

I don't understand your rant. Um... What exactly was resolved? Jak basically just explained the situtation as the OP did. Possibly they could offer a charge to replace the pins, but that's it (and didn't give an ETA or price). The telephone CR's didn't give misinformation or 'screwup' as you mentioned it. If by 'trying to look good' you mean taking the time to state the facts, then I guess you could come to that conclusion.

 

[crispy2010]

Originally posted by: jAkUp

Originally posted by: crispy2010
I find it hard to believe that 2 pins are missing, what did the op take a pair of pliers and rip them out?
Asus pulled the same crap with me, had the board running for 3-4 months, died and I did a rma. They claimed the pins were bent causing the problem, 40$ to fix. Of course they didnt fix that board and send it back, they sent a new one.

Companys just figured out with the fragile nature of the 775 socket, they could claim socket damage and make a few $ off of rma. Why would they rma for free if they can charge you!

That is definitely not true we take pictures of every motherboard as soon as the package is opened.

We would not "scam" a customer, why would we go out of our way to upset customers? That doesn't make any sense. Most boards we receive back are perfectly fine, and we replace them no problem.

It would cost us more in shipping, time, and manpower than it would be worth to try to "scam" $40. Like I said, previously we did not offer this service, but we would like to offer a small charge for boards that we receive with physical damage.

Any chance you could post the pic of the 2 pins missing here? Do you have any opinion on how one would bust pins off of this socket, or is it possible that they were defective and just fell off?

 

[shabby]

Originally posted by: vhx

Um... What exactly was resolved? I don't understand your rant when nothing was resolved.

Did you not read jakup's post? Tech support wanted to charge him 300 for a new board, while jakup said he'll only pay to repair the pins. No one knows who broke the pins, but if i was in that situation i'd rather pay to fix the pins then 300 for a new board.

 

[jAkUp]

Originally posted by: crispy2010

Originally posted by: jAkUp

Originally posted by: crispy2010
I find it hard to believe that 2 pins are missing, what did the op take a pair of pliers and rip them out?
Asus pulled the same crap with me, had the board running for 3-4 months, died and I did a rma. They claimed the pins were bent causing the problem, 40$ to fix. Of course they didnt fix that board and send it back, they sent a new one.

Companys just figured out with the fragile nature of the 775 socket, they could claim socket damage and make a few $ off of rma. Why would they rma for free if they can charge you!

That is definitely not true we take pictures of every motherboard as soon as the package is opened.

We would not "scam" a customer, why would we go out of our way to upset customers? That doesn't make any sense. Most boards we receive back are perfectly fine, and we replace them no problem.

It would cost us more in shipping, time, and manpower than it would be worth to try to "scam" $40. Like I said, previously we did not offer this service, but we would like to offer a small charge for boards that we receive with physical damage.

Any chance you could post the pic of the 2 pins missing here? Do you have any opinion on how one would bust pins off of this socket, or is it possible that they were defective and just fell off?

Well, since I did not actually see the board, (RMA dept inspected the board) From the pictures I saw, it seems as if the Pins were either missing, or bent way back... not sure if it would be right for me to post the pictures here... the thread starter has the pictures as well I believe if he would like to post them.

 

[taltamir]

To relate to your post...
I used to tell people dell was ******, then I had experience with their competitors and realized that while dell is ******, their competitors are inhumane...

As far as motherboards go...
Abit for example charged me 150$ deposit to cross ship a replacement for a board that cost 70$... I shipped the defective board to them, lets see if I get my money back... (ironically, the new board also died on me yesturday... what to do now?).. Abit actually demands that I include a copy of the original receipt to qualify for warrenty... (unacceptable, and far from the policy of most manufacturers who can tell by the serial number).
This is one of my BETTER experiences thus far with motherboard RMA...

And as someone said, at least you managed to speak to someone who speaks english... wait no.. at least you manage to speak to someone AT ALL.. I had cases where I called customer support during their operating hours and get a BUSY SIGNAL! or it rings and rings and then asks me to leave a message... forget being on hold...

BTW, to all the people saying "they shouldn't eat a 300$ cost"... well, its not 300... they CHARGED him 300$, but its 250$ retail, and probably MUCH MUCH less cost... I actually work in customer service, and we send people whatever they want.. because while the package costs 1000$ to buy, the parts cost about 100$ to make abroad... The profit margins are smaller with motherboards, but they are still significant (at least 20$ of that 250$ is seller's markup... and I am guessing at least the same for manufacturer markup).

 

[Kromis]

Originally posted by: jAkUp

Originally posted by: crispy2010

Originally posted by: jAkUp

Originally posted by: crispy2010
I find it hard to believe that 2 pins are missing, what did the op take a pair of pliers and rip them out?
Asus pulled the same crap with me, had the board running for 3-4 months, died and I did a rma. They claimed the pins were bent causing the problem, 40$ to fix. Of course they didnt fix that board and send it back, they sent a new one.

Companys just figured out with the fragile nature of the 775 socket, they could claim socket damage and make a few $ off of rma. Why would they rma for free if they can charge you!

That is definitely not true we take pictures of every motherboard as soon as the package is opened.

We would not "scam" a customer, why would we go out of our way to upset customers? That doesn't make any sense. Most boards we receive back are perfectly fine, and we replace them no problem.

It would cost us more in shipping, time, and manpower than it would be worth to try to "scam" $40. Like I said, previously we did not offer this service, but we would like to offer a small charge for boards that we receive with physical damage.

Any chance you could post the pic of the 2 pins missing here? Do you have any opinion on how one would bust pins off of this socket, or is it possible that they were defective and just fell off?

Well, since I did not actually see the board, (RMA dept inspected the board) From the pictures I saw, it seems as if the Pins were either missing, or bent way back... not sure if it would be right for me to post the pictures here... the thread starter has the pictures as well I believe if he would like to post them.

Well, thank you for devoting your time to discuss this problem on this forum!

 

[RaiderJ]

I'd recommend DFI boards - as their customer support is excellent (as are their boards). I picked up a DFI Expert board and I never received (or lost) the I/O shield. Emailed tech support, and the next day they sent me out a replacement shield for free! Too bad it arrived bent because it was in an envelope. But, another email and they FedEx'd me another shield all boxed up this time. No charge either time.

Granted that's not the same as a whole board RMA, but I was certainly impressed.

EDIT: To clarify, I purchased my board used from an individual on the forums. DFI never asked me to for a receipt or anything else, they just shipped me an I/O shield.

 

[taltamir]

While there is ALOT of money to be made on RMA scams (like charging way more then retail cost of a new item for a refurbished item directly from the manufacturer...)... it is completely unfeaseable that the company would do so as a POLICY, since someone would rat them out, and you would have a lawsuit with punitive damages in extreme amounts... (and loss of customers, but thats no biggie, a new sucker is born every day...)

It is NOT impossible for VERY small RMA department to do it (which is not what I would guess evga has), or for an employee to sabotage the board himself out of wickedness to the customer (not likely, but possible)... But most people would not risk their jobs in such a manner...

All that being said, charging more then retail is BS... but they aren't the only ones doing it...

 

[Zap]

Originally posted by: taltamir
All that being said, charging more then retail is BS...

I think people are confusing "retail price" with "street price."

 

[taltamir]

yes... retail price is ALOT CHEAPER!

street price on a ebay/amazon store is a fraction of that... and so are online stores like newegg... When I say retail I mean the price most companies like frys and compusa charge for it... which is more then anyone else does... Except for the manufacturer through RMA scams...

As for the IO shield example... that sounds pretty good, they shouldnt charge you for shipping, which alot do... and its actually better for you not to get a new board... i mean, do you REALLY want to replace a whole WORKING board just to get a new IO shield? its a seperate item after all..

 

[ayabe]

Originally posted by: Superself

Originally posted by: ayabe
That's the same policy as most companies, if their tech bent the pins I think he would have said so. They would rather eat the cost of the board than make wild accusations.

Sorry no sympathy from me, you have to look at it from their perspective, people are trying to screw them all the time with bogus RMA's. They have to use the information they have at hand.

It's bad luck on your part, not damning evidence that the company sucks, and making new accounts on all the big tech boards to rant might make you feel empowered but it's not going to do anything.

Bulllllllllllshit!!!
If you are a tech and you bend pins....maybe you will own up to your mistake. Most people will not do that if it means they could lose their job!! That is common sense.

You're delusional, noone would lose their job over a mistake like that.

If you honestly think an company would fire someone for that you need to get out into the real world.

As the Rep is saying, they are going to give the customer the benefit of the doubt, which goes back to my original post. They wouldn't risk getting a bad rep and making claims like this if they weren't absolutely sure.

Common sense indeed.

 

[Oyeve]

The only problem I had with eVga was when I bought my first 7800 GT card and they rejected the rebate because they said it was not valid. I had bought a used 7800 GT card and gave them that S/N and they accepted it. Weird that they would accept a brand new cards S/N but would accept one that was already registered. Not really a problem, but had I not bought a second card I would never have received the rebate I was entitled too from the first card.

 

[jdavisomaha]

Originally posted by: jAkUp

Originally posted by: crispy2010
I find it hard to believe that 2 pins are missing, what did the op take a pair of pliers and rip them out?
Asus pulled the same crap with me, had the board running for 3-4 months, died and I did a rma. They claimed the pins were bent causing the problem, 40$ to fix. Of course they didnt fix that board and send it back, they sent a new one.

Companys just figured out with the fragile nature of the 775 socket, they could claim socket damage and make a few $ off of rma. Why would they rma for free if they can charge you!

That is definitely not true we take pictures of every motherboard as soon as the package is opened.

We would not "scam" a customer, why would we go out of our way to upset customers? That doesn't make any sense. Most boards we receive back are perfectly fine, and we replace them no problem.

It would cost us more in shipping, time, and manpower than it would be worth to try to "scam" $40. Like I said, previously we did not offer this service, but we would like to offer a small charge for boards that we receive with physical damage.

That kind of occurred to me as well. I think $40 isn't worth a pissed customer. But then I've had my own good experience with eVGA, so even hearing something like this...I'm still buying their products.

 

[v3raxOC]

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....... 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:

 

[imported_Tick]

I'm glad your getting your issue resolved. I do have to say, I have only ever worked with two companies that I have recieved what I consider quality support from. Supermicro (<3) and EVGA.

 

[Chaotic42]

If you're happy now, you might want to consider changing your thread title.

 

[vpr]

n/m

 

[Blain]

Originally posted by: Chaotic42
If you're happy now, you might want to consider changing your thread title.

Yes, please go back and edit your original thread title to something more appropriate.

 

[jmagg]

If the Sata controller was indeed bad, and you are certain the pin problem was not your doing, no repair charge is viable. Straight RMA.

 

[crispy2010]

Originally posted by: Blain

Originally posted by: Chaotic42
If you're happy now, you might want to consider changing your thread title.

Yes, please go back and edit your original thread title to something more appropriate.

Why would he change the title? If he does change it, it should read "If you want evga to honer their warrenty you have to start a thread on a anandtech to bash them. If not you are not getting $hit"

What about the next guy they want to charge twice to have a working system?

 

[crispy2010]

Originally posted by: jmagg
If the Sata controller was indeed bad, and you are certain the pin problem was not your doing, no repair charge is viable. Straight RMA.

The best part is they wont even fix the socket that is missing 2 pins:roll:, they will just send a new board, so they will never know if the sata controller is bad!

I would still love to see pics of the two pins missing, come on op, post the pics!

 

[chizow]

OP should probably change the title, but in his defense, getting stone walled like he detailed in his first few posts is ridiculous. More than anything, I think its a communication issue. With CS, you have to clearly explain what's going on and think of possible solutions and compromises. There's no way the OP should have to eat the cost of a board because of 2 damaged pins, but at the same time, EVGA has the right to refuse a full RMA if that's their policy on damaged boards. Solution is simple, charge a small fee to repair the board which looks to be how this situation was resolved.

 

[RaiderJ]

I would say leave the thread title. Look at everything that had to be done in order to GET customer satisfaction(?).

And if they replace a board and charge you, it should only be what was paid by the customer. The "retail" price of something is universally ignored. Have you ever seen something go for the MSRP in the computer world?