EVGA Advanced RMA changes evga x58 owners beware

[safan80]

http://www.evga.com/EAR/

Long story short if you do not purchase an EAR at registration time you can not do an advanced RMA with Evga.


For those that do not know Evga has changed there advanced RMA policy. You must purchase EAR when you register the motherboard or you can not do an advanced replacement at all. I learned this the hard way. They made the policy changes the same day I registered the motherboard 12/5/08. when I registered the motherboard on 12/5 it gave the same RMA window it normally does with the video cards. i skipped it because at the time my motherboard worked fine. my Evga x58 stopped booting yesterday. I tested with the psu in my sig (CM 1250 watt) and enermax 1000watt it doesn't even attempt to power on. I tried the power supplies with another motherboard and they work fine. So today I go to Evga's web site to do advanced RMA and it only gives an option for standard RMA. I call tech support and the first guy sends me to their "level 2" the level 2 tech tells me that his supervisor can give me an advanced RMA but that I would need to call back in 35 minutes. I called back in 35 minutes and wait about 10 minutes on the line and get to a guy that tells me I can not get an advanced RMA.

[DavidNJ]

That IS a major change in their policy and business model. It probably reflects that their model isn't working. That model offered best in class customer service: 24/7 technical support, from technicians who actually knew something, the step up program, the RMA and advanced RMA program. This change forces you to commit to the RMA whether you use it or not, effectively increasing the cost of the product. It also makes me wonder if their policy on accepting products for RMA...many being modified for water cooling, will be tightened and buyers may find their cards and motherboards rejected for RMA.

A bit of a disappointment, especially as they have advanced from reference products with good service to interesting implementations, such as the 790 motherboard with digital pwm.

[dengyong]

Evga's service got really crappy several months ago. It took me well over 6 weeks to get a refund on a part that was DOA.

I got the run around on the phone and Chris Bencivenga lied to me repeatedly. Since then I've had several more reasons to stop doing business with evga.

[safan80]

the EAR changes affect all their products btw.

[werty316]

EVGA was top notch in my book but my opinion on them has changed recently since they sent me a replacement motherboard with a bent CPU pin. There was also had TIM smeared on the CPU pins itself however in the end, a resolution was made but talk about crappy QC :down:

[gr8golf]

Hunh - I've always leaned eVGA BECAUSE of their support. I hope it doesn't drop to the level of their competition. :(