I "was" a loyal EVGA customer until today. Today, I have offically become an EVGA hater and I am going to post this same thread on EVERY forum I can think of. Toms hardware, Anandtech, Bleeding Edge, Overclockers, etc.... why? let me explain:
2 months ago I bought an EVGA 680i motherboard from a local store for $249 to put in a customers computer. (I build computers) I purchased the EAR program for it so that I could RMA it if needed and get a new one for my customer before taking the old one. Well, a few weeks after putting it in said customers computer, the sata controller went bad on it, so I RMAd the board. Took 2 weeks for them to send me a new one. I sent the old one back to them and put the new one in customers computer.
A week later, I get an e-mail from EVGA saying that my RMA was being rejected and they were not only sending the bad board back to me, but they were going to charge me $299 unless i sent the new one back to them in 14 days. I asked why the RMA was rejected and they tell me that once they got the board in and inspected it, they found 2 pins bent in the CPU socket.
Well, first of all, I have been building computers for 10 years and know that I did not bend those pins. I know how handle motherboards, install cpus, etc... I am not just some guy that built a computer for the first time that doesnt know how to navigate around a CPU socket. I DID NOT bend those pins.
So.....I called EVGA to tell them I thought this whole thing was BS. They told me sorry, but thats our policy. I explained that I didnt do it. Hows was I to know that maybe one of your guys didnt bend them and blame it on me?? They just told me sorry, thats our policy.
So.... I asked to talk to a supervisor, they connected me to supervisor, yet all I get is a voicemail, I leave message, nobody calls me back. I tried for a week to get a supervisor to call me and nobody called me back. Finally, today, I get a guy that tells me he is a supervisor. I explain the whole thing,he tells me "Sorry, thats our policy"
Ok, I understand policy. I understand that if the pins are bent it looks like I did it and you have a broken board. I also understand that one motherboard being bad isnt going to make or break EVGA!! WHile I waited on hold for over an hour, I kept hearing this recorded message about how EVGA wants the customer to be #1. How they pride theirselves on customer support and keeping customers happy. Well, I dont see it!!!!
This is one customer that isnt happy and I WILL NEVER buy another EVGA product.
I am out a motherboard, I am out the original $249 I paid for the original motherboard, and now I am out $299 for the new motherboard they sent me, because I put it in the customers computer and I cant go tell them to give it back. So, this wonderful EVGA product has cost me almost $600!!
Why are they charging me $299 for a bare motherboard when I paid $249 for the RETAIL package?? WTF do they think they are doing? Great Customer service?? BS BS BS BS!!!! You dont keep customers with this kind of non-concern. Who do you think you are EVGA? i suppose you think you are Microsoft, because it appears that you could care less that you have lost me as a customer just because you arent willing to take a loss on a motherboard that cost you , what? $50?
Well, I have bought EVGA products for a long time, but NO MORE, and I will never recommend EVGA to any of my customers, friends, or family. And furthermore, I will leave this post on as many hi-tech forums I can.
I'll admit you have good products, but your customer support SUCKS!! And customer satisfaction is a big LIE!
2 months ago I bought an EVGA 680i motherboard from a local store for $249 to put in a customers computer. (I build computers) I purchased the EAR program for it so that I could RMA it if needed and get a new one for my customer before taking the old one. Well, a few weeks after putting it in said customers computer, the sata controller went bad on it, so I RMAd the board. Took 2 weeks for them to send me a new one. I sent the old one back to them and put the new one in customers computer.
A week later, I get an e-mail from EVGA saying that my RMA was being rejected and they were not only sending the bad board back to me, but they were going to charge me $299 unless i sent the new one back to them in 14 days. I asked why the RMA was rejected and they tell me that once they got the board in and inspected it, they found 2 pins bent in the CPU socket.
Well, first of all, I have been building computers for 10 years and know that I did not bend those pins. I know how handle motherboards, install cpus, etc... I am not just some guy that built a computer for the first time that doesnt know how to navigate around a CPU socket. I DID NOT bend those pins.
So.....I called EVGA to tell them I thought this whole thing was BS. They told me sorry, but thats our policy. I explained that I didnt do it. Hows was I to know that maybe one of your guys didnt bend them and blame it on me?? They just told me sorry, thats our policy.
So.... I asked to talk to a supervisor, they connected me to supervisor, yet all I get is a voicemail, I leave message, nobody calls me back. I tried for a week to get a supervisor to call me and nobody called me back. Finally, today, I get a guy that tells me he is a supervisor. I explain the whole thing,he tells me "Sorry, thats our policy"
Ok, I understand policy. I understand that if the pins are bent it looks like I did it and you have a broken board. I also understand that one motherboard being bad isnt going to make or break EVGA!! WHile I waited on hold for over an hour, I kept hearing this recorded message about how EVGA wants the customer to be #1. How they pride theirselves on customer support and keeping customers happy. Well, I dont see it!!!!
This is one customer that isnt happy and I WILL NEVER buy another EVGA product.
I am out a motherboard, I am out the original $249 I paid for the original motherboard, and now I am out $299 for the new motherboard they sent me, because I put it in the customers computer and I cant go tell them to give it back. So, this wonderful EVGA product has cost me almost $600!!
Why are they charging me $299 for a bare motherboard when I paid $249 for the RETAIL package?? WTF do they think they are doing? Great Customer service?? BS BS BS BS!!!! You dont keep customers with this kind of non-concern. Who do you think you are EVGA? i suppose you think you are Microsoft, because it appears that you could care less that you have lost me as a customer just because you arent willing to take a loss on a motherboard that cost you , what? $50?
Well, I have bought EVGA products for a long time, but NO MORE, and I will never recommend EVGA to any of my customers, friends, or family. And furthermore, I will leave this post on as many hi-tech forums I can.
I'll admit you have good products, but your customer support SUCKS!! And customer satisfaction is a big LIE!
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