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Description

This company offers computer games and accessories. 


BBB Accreditation

A BBB Accredited Business since

BBB has determined that EVGA Corporation meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for EVGA Corporation include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 32 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

32 complaints closed with BBB in last 3 years | 4 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 7
Billing/Collection Issues 1
Delivery Issues 0
Guarantee/Warranty Issues 9
Problems with Product/Service 15
Total Closed Complaints 32

Customer Reviews Summary Read customer reviews

2 Customer Reviews on EVGA Corporation
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 2

Additional Information

BBB file opened: May 17, 2013 Business started: 03/29/1999 in CA Business incorporated 04/13/1999 in CA
Type of Entity

Corporation

Business Management
Mr. Joe Darwin, Chief Branding Officer Mr. Andrew Han, Owner
Contact Information
Principal: Mr. Joe Darwin, Chief Branding Officer
Principal: Mr. Andrew Han, Owner
Number of Employees

250

Business Category

Computers - Supplies & Parts

Products & Services

EVGA Corporation sells the following brand(s): EVGA

EVGA Corporation offers the following product(s): Computer Chassis, Computer Peripherals, Graphics Cards, Motherboards, Power Supplies

Method(s) of Payment

Visa, MasterCard, Discover, American Express, and PayPal.

Refund and Exchange Policy

EVGA Online Store Terms: http://www.evga.com/storeterms.asp

EVGA Warranty Policy: http://www.evga.com/warranty/ 


Additional Locations

  • 2900 Saturn St #B

    Brea, CA 92821 (888) 881-3842 (714) 528-4500

  • 408 Saturn St

    Brea, CA 92821

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

1/19/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Last year I bought a new unopened GPU GTX 570. It said I would have a lifetime warranty on the product. So last month my GPU died and I called evga costumer support about getting a new working one and they said it was out of warranty because I bought it off **** but it was unused before I bought it. I opened it and registered the product. I kept mesaging them on the evga support site and they blocked my ability to open support tickets as they are firm on not giving me a RMA and getting me a new GPU. They are not honoring the lifetime warranty to which I am entitled to.

Desired Settlement: I want EVGA to honor the lifetime warranty and send me a replacement GPU.

Business Response: EVGA has review this complaint and we can confirm that we have explained to this customer over a course of multiple correspondents that this product was shipped to ****** on 6/26/2012 and then resold through ****.  Unfortunately the Limited Lifetime warranty on this product belonged to the original purchaser that purchased it from ****** and this is non-transferable as stated in our warranty terms at *****************************.  The 3 year transferable warranty was available until 6/26/2015 as this was 3 years from the original shipping date as shown in the before linked warranty terms.  In this case we are more than willing to assist the customer with a out of warranty repair option which is charged at an hourly at $65 an hour for labor to try and assist since the warranty has expired on this product.  If the customer feels that the card was advertised differently during the purchase from **** then it is recommended to contact the **** seller directly as this is unfortunately beyond our control.  If the customer does wish to send the product into EVGA for out of warranty repair service then we can assist this this option.  If there are any further questions or concerns please contact ***** ********** at ************** extension **** or by email at ********************.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I bought the GPU unopened from **** and entered it through EVGA it said lifetime warranty that I am entitled to. I will reject all responses from EVGA until they can amend my situation of replacing my broken GTX 570. I will refuse to pay 60 dollars an hour for out of warranty service as my card is in warranty. 

Regards,
****** ****



Business Response: EVGA has reached out to this customer to try and find a resolution to assist.  While we are unable to support with a Limited Lifetime Warranty as this product does not qualify, we were able to find a solution to resolve this case to assist and we are working with the customer directly.  If there are any further questions or concerns then please contact ***** ********** at ************** extension **** or by email at ********************. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ****

11/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: EVGA advertised lifetime warranty on my motherboard in question. I called technical support and they told me they cannot honor the warranty on my motherboard simply because I didn't register it with a stupid card. I believe this violates ethics and possibly even warranty laws in 49 states.

Desired Settlement: Exchange

Business Response: We have reviewed this customers complaint and we can confirm that our warranty is a Limited Warranty and our terms are available at *****************************.  We can also confirm that we reached out to this customer prior to receiving his complaint from the BBB to offer him more assistance and he has since sent the product in for warranty repair or exchange.  If there are further questions or concerns then please contact ***** ********** at ******************** or by phone at ************ *****.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ********

10/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Back in March of 2015 I built a custom computer, which included an EVGA graphics card. Both the in-store sales rep and online touted this card to me as being a stable high-end gaming/application card. Because of this, I selected it for my build. The card (an EVGA GTX970 FTW) was installed during the aforementioned build, and the issues arose right away. While loaded into the desktop, a faint whine from the card can be heard. When using the card as intended in gaming and video editing apps, the faint whine turns into a loud shrieking noise. I contacted EVGA a couple months into this after troubleshooting, and they shipped out another 970 to take its place. After installing this 970, I had the same issue. I then sent out all other components of my machine to their respective manufactures for inspection and replacement. When the motherboard, power supply, and ram all came back the machine was reassembled, and the graphics card still made that whining noise. I then took the card and put it in my co-workers machine, which is on completely different compatible components; and in a different geographical location (different power grid), the graphics card still whined. I reached out to EVGA again and another card was shipped out. The problem still persisted. At this point I purchased an enterprise level power conditioner, reached out the motherboard manufacturer again (new board was sent), and contacted the power supply manufacturer again as well. New components were once again sent, and the machine was reassembled with the same result (the card still whined loudly). I contacted EVGA with my results and had to escalate my issue (I was told by one rep card whine is normal, while another apologized and shipped out an updated model of the same card). When I got the revised card, I installed it with all the aforementioned items in place and on a fresh install of windows. The new card stopped whining in the desktop envoirment but still whines in games / apps.

Desired Settlement: I’ve tried all items listed in forums that will not void my warranty and have also discovered many users and power users with the same issue (both for the EVGA GTW970 and GTW980 models). It seems multiple people have brought up this issue to EVGA, and they’re continuing to ignore the issue. EVGA has failed to do anything other than blindly throw cards with the same underlying components at me and all have had the same results at least four times now. I’ve effectively been without a working computer for the better part of eight months. I’ve been dealing with the RMA wait times, troubleshooting on my end, and transiting times of the replacement parts. If EVGA cannot provide me a card that works I would like them to refund my money so I can buy a competitor card that will do the job correctly. After viewing customer feedback, it is obvious that the GTX970 and GTX980 made by EVGA were flawed from the factory. I would like something that works correctly or my money back.

Business Response: EVGA has reviewed this complaint and we can confirm that the product that the customer has is a good quality product with a quality design.  We have made every effort to work with this customer on multiple occasions and we are sorry to see that he is still unhappy with his product.  We have reached out to this customer about this complaint and offered further support which he has accepted.  According to our last contact with the customer we do believe that this complaint is closed and that we have come to a agreeable solution to assist.  If there are any further questions or concerns on this case then please contact ***** ********** at ************** x**** or by email at ********************.

Consumer Response: EVGA is going to refund the purchase price of the card which I have accepted. However they expect me to pay return shipping costs again which I've already done on the RMA process twice. Additionally they did not take the time to look at the address within the complaint and still have the refund check going to my old address. I have reached out to ****** with EVGA via email to see if we can get these two items corrected at which point I will accept EVGA's resolution. 

As far as the quality of the card when speaking with the EVGA rep a comment was made about how coil whine is normal and it was compared by EVGA to a phone charger. I believe that statement says a lot about how the company views quality control as they'll place what is supposed to be a high quality item in the same boat as something at is produced as a low price point commodity item. 


Business Response: EVGA has reviewed this response and we can confirm that we do not have any known issues with this product.  We have offered to work with this customer to return his product as he is not happy with the item.  We offered to work with the customer to assist with shipping and once his product is received by EVGA, he will be sent a refund through the mail after 10-14 business days to assist.  If there are any further questions or concerns please contact ***** ********** at ************** extension **** or by email at ********************.

10/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm having a issues with my GTX 970 FTW Graphics card. I called Tech support they said the would Refund my card. However I will have to send out my card first wait 3-4 days, Then wait another 3- days before they send out my new Graphics card. I'm not waiting, I'm also not paying them $300.+ for them to send me a new card. I guess they have two types off RMA "plans" The first one is where I send out my GPU, and wait over a week. The other "plan" is where I front the price of the graphics card. Which is around $372.00 then they will send me a new card first then take my old card. Why should I have to pay or wait. Its not my fault there a issues with the card. For the past year.(almost one year.) I have had issues, I was told by EVGA tech support that it was my RAM, CPU, Motherboard. I told them No its the card. IF they check their records they will see how many times I called. They can send me a new GPU, One day shipping with a ONE day Return label. I can't game with my GPU, However I can still check E-mails, listen to music, school work. Would Should I pay for their mistake

Desired Settlement: Like I said, I will not pay a dime. The only way this issues will be resolved is if THEY send ME a new card first. ONE DAY shipping. I don't care if its Saturday or Sunday. ONE DAY, They will also have a return label in the box so I can send out my old card.

Business Response: EVGA has reviewed this customer's complaint and we can confirm that we have been trying to work with the customer through his contacts with troubleshooting his product.  Since he has worked with us to troubleshoot his product, we have made an effort to work with him by expediting a new replacement to assist him.  If further support is needed please contact ***** ********** at ************** extension **** or by email at ***************.   

8/14/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased two high-end graphics cards on 8/2011 on **********, which came with a lifetime/limited lifetime warranty by the manufacturer. Upon delivery, one of these cards had defects, and was RMA'd to the manufacturer for replacement. I was a little late in setting up these components than I planned, so it was a couple of months later after delivery. Having never RMA'd anything before, I looked up the procedure to begin the process. It was during this time (on 11/2011) that I realized registering them on the manufacturers website 30 days after purchase was a caveat in obtaining the "lifetime" portion of the warranty. So before the RMA process, I immediately registered both cards, as well as the replacement card after the RMA was done. Note that since I had purchased the cards on 8/2011, and registered them on 11/15/2011 - that I was essentially 2 1/2 months "late" for the registration process. The delay in registering their serial number and uploading my invoice was due to a number of factors, but none of which were a result of complacency. Had I known this would have voided my lifetime warranty at the time, I would have immediately registered both cards as soon as they were delivered, rather than 2 1/2 months later when one of them had failed - which is when I became aware of their policy. I don't believe I should be punished for this mistake/error, which I take responsibility for - because I didn't read the fine print within that 30 day period after purchase. A good portion of my purchasing decision came with the trust that these cards had a lifetime warranty - as is, which is what it says on ******. I don't see how a 2 1/2 month delay in simply registering them would have any bearing on the warranty itself.. in fact, the company no longer engages in this practice, to my knowledge, and no longer observes this requirement - with a blanket warranty of (usually) 3 years for current products.. probably because so many customers overlooked this requirement.

Desired Settlement: I simply desire a replacement or equivalent replacement as promised by the original lifetime warranty. I have heard a lot of good things about this company and its customer support, and I am hoping they can grant me a one-time warranty exception for this minor, and honest mistake in not having registered the product in time - which was only 2 1/2 months (not years) in delay. This high-end card should have lasted longer than 4 years, especially considering the conditions it was used under was not very stressful. I don't believe what I am asking for is unfair, and I want to continue to support this company with purchases in the future, but I am having my doubts about their willingness to live up to their promises and advertising.

Business Response: EVGA has reviewed this customers complaint and we have contacted him directly to try and work with him on a resolution. We do believe that a resolution has been found and if there are any further questions or concerns then please contact ***** ********** at ************** x**** or by email at ********************.

8/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: RMA Number: 5*********** I returned at graphics card to the company to be repaired. In return i received a totally different card that later I found had a permanent glue applied which damaged the graphics card. EVGA assured me that they do not use adhesive and that they can not help me. My thoughts are that they received this card from a customer "repaired" it and sent it out to me without checking the adhesive that was applied by another customer. I have gotten no where with EVGA and I'm stuck with a broken $350 graphics card. Resolution Sought: I would like a replacement graphics card or one of similar performance. Date Problem Started: 7/14/2015

Desired Settlement: Resolution Sought: I would like a replacement graphics card or one of similar performance.

Consumer Response:

The complaint against EVGA was resolved, and a replacement was issued. 
Thank you,
v/r,
******** *******    

Consumer Response:

The complaint against EVGA was resolved, and a replacement was issued. 
Thank you,
v/r,
******** *******    

7/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The product I ordered is a EVGA GTX 980 ti, It is a $679 dollar graphic card. It is supposed to be one of the best. However I find out that it is not working on my computer, while other cards works perfectly. I asked for a return and a refund. EVGA.com without telling me before I return the unit, charged me a 15% restocking fee and refuse to refund the correct amount. Please help me.

Desired Settlement: I want the correct amount refund to my account, and plus the shipping cost I paid.

Business Response: EVGA has reviewed this complaint and we can confirm that our EVGA store policies are provided up front and have to be agreed to prior to the order being placed. In this case since we can see that there does appear to have been a problem outside of compatibility with the product received, we have worked with this customer and processed a refund for the restocking fee in question to support the customer. If there are any further questions or concerns then please contact ***** ********** at ************** extension **** or by email at ********************.

7/22/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a refurbished motherboard from EVGA (x79 FTW model), it was defective, I have since replaced it 2 times through their RMA , the first time I was made to pay shipping the second time they paid for it. I sent them an x79 FTW, they sent back an x79 Dark (different model, didnt really care just wanted something that worked, it was also defective. Went through RMA again and was sent back another x79 Dark, the product is still defective and doesnt work as intended. It seems as though it is a combination of hardware/software issue that plague this lineup of motherboard ( the x79 link which includes several models). They've yet to address the software/hardware issues and I dont, as well as many other people who bought these motherboards, believe they have any intention of fixing them

Desired Settlement: I would either like a refund (purchase price+ compensation for shipping) or a replacement of the motherboard I currently have (x79 Dark) with another one from their x99 lineup which is the only ones that are comparable to the defective motherboard I have.

Business Response: After reviewing this complaint and looking into this customers RMA history we do think that there is some confusion occurring. This customer purchased a recertified motherboard with a 1 year warranty on 7/10/2014 and he contacted us on 3/26/2015 saying that he had a failure with his product. We assisted with a warranty replacement on the product and we can confirm that the product arrived to us with a failure, but the cause was unknown. The customer was upgraded to the newer X79 Dark motherboard through our RMA process due to availability and this motherboard was tested prior to leaving our facility. The customer stated that he had a problem with the board after receiving it so we assisted with an RMA on 5/6/2015 and we also assisted with the shipping to support the customer. When we received this product back we did find bent CPU socket pins and the product could not be tested due to this physical damage to the motherboard. We still assisted this customer with another replacement motherboard and sent that product tested, to the customer at no extra repair fee for the physical damage. Please understand that we are willing to assist this customer with warranty on this product again, but it will need to be for another X79 series motherboard of equal or greater features as this is what the customer had purchased originally. We can confirm that this is a good series of products, but please understand that if there are bent pins or any signs of physical damage on this product when received back, it will not be covered by the warranty as shown at http://www.evga.com/warranty/. If the customer would like to move forward with this warranty process or if there are any further questions or concerns then please contact ***** ********** at ************** extension **** or by email at ********************.

7/15/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I sent in my video card, an EVGA GeForce 970, to EVGA's RMA department to take advantage of my warranty for a faulty video card that I received. Upon arrival at their warehouse, I was sent an email, denying my warranty claim, due to liquid damage on my video card, and was sent pictures of a video card with water damage. When I sent photos of my video card before it was put into the box to ship, showing no water damage on the card, I was told the two cards were in fact different video cards. I suspect, an employee messed up while handling the RMA packages, and they are covering for the employee by denying my warranty. I have sent several emails and phone calls to the RMA manager Jayson Cain, who just keeps sending me generic emails saying my card is void of warranty due to water damage and I can buy a new card from their store to replace my broken one.

Desired Settlement: I would like my card fixed, or replaced, as it is an almost 400 dollar product I purchased 2 months ago

Business Response: EVGA has reviewed this complaint and we are very sorry for any inconvenience caused during this process. EVGA can confirm that we received an EVGA product through *** with serial number **************** and part number 04G-P4-2974-KR for the warranty process, but unfortunately it arrived to our warehouse with water damage on the product. EVGA can also confirm that this product arrived to our warehouse in the condition that was explained to the customer, as we do inspect all inbound shipments and this water damage was found on the product in question during our receiving process. The EVGA warranty terms do not cover any water damage including rust or corrosion caused by liquid coming in contact with the product and this does void any and all warranty as described in our warranty terms and conditions located at *************************************. EVGA has tried to help the customer by offering him a replacement product of the same model at a discounted price, but he has declined this option. The customer has supplied pictures to our RMA manager through an email stating that they were taken of this product prior to shipping, but after further review we can confirm that the pictures supplied were of a different graphics card than the one sent into us. Please see the attachment as it does show the differences in the product received compared to the pictures supplied by the customer. The graphics card in question is scheduled to be shipped back to the customer through UPS later today and we will consider this RMA as cancelled with all warranty voided on this product. If there are any further questions or concerns on this case then please contact ***** ********** at ************** extension **** or by email at ********************.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[The Pictures sent, were in fact of the card i sent them, with my serial number on them. They are avoiding honoring their warranty in place.]

Regards,

****** ******



Business Response: EVGA has reviewed this customers reply and we are very sorry to see that there is still some confusion. Please review the PDF attachment as you can see that the card that this customer sent in and the card that he took pictures of and claims that it is the same card, are actually two different cards. Please look at how they do not have the same manufacturer markings on the PCB and how the chips are different. Please understand that since this customer’s card arrived to our warehouse with liquid damage, this has unfortunately voided the warranty on this product. The EVGA warranty terms can be found at http://www.evga.com/warranty/ and they do explain that liquid damage is not covered by our warranty. We do care and we do honor our warranty on products that are not damaged by improper use and if this customer does need help with another product that is not physically damaged then we are here to assist. Since this customer has decided that he did not want help with a discounted replacement option, the original liquid damaged product was returned to him through UPS, as he had requested. If there are any further questions or concerns please contact ***** ********** at ************** extension **** or by email at ********************.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[There is no offer to reject, they just keep sending automated messages in response. Worst customer service that is available amongst any company.]

Regards,

****** ******



7/15/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a EVGA GeForce GTX 980 FTW ACX 2.0 from ****** on 02/25/2015 it would blackscreen have problems with games and i thought it was my pc so i purchased pretty much an entire system for this card, which is running another card that the wife has at the moment, as the card failed in that machine as well. I have been repairing and servicing computers now for 25years and i have many test products. This video card is not cheap by any means is the only reason I am reporting this. EVGA take 1-2days to reply to responses which is fine and we went through the usual checks and fails. The card was then RMA express exchanged which cost me $15 to send back, I received a re certified card with an older bios on 6/29/2015 so it had been giving issues for 4 months and it took that long to receive another card. This card I received had issues from the start blackscreen closing down my computer, its been a nightmare which I installed another video card I have the machine works fine. So trouble shooting with them again they are now sending me another re certified card which is disheartening as I have never really had a new card i paid for that worked so far. For 2 days now from the 7th of july since i have given them our credit card again to send a card I have no ETA or tracking number of another card.

Desired Settlement: I would just like a new card that works and not old re certified. This is not a cheap item for a computer and its really frustrating to keep dealing with these issues. 5months of having non stop issues with this thing is not ok and it will come up on a year and they will tell me it has to be repaired, i have had this happen too many times and i do not want this to happen again.

Business Response: EVGA has reviewed this customers complaint and we are very sorry to hear that he has had a problem with his product. We have made sure that he was sent a new retail packaged replacement as requested and this was delivered to him today 7/14/2015. If the customer does need any additional support then please call or email us 24 hours at ************** option 1 or by email at **************** as we are here to assist. If there are any additional questions or concerns on this BBB case then please contact ***** ********** at ************** extension **** or by email at ********************.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ****

7/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello there, First of all I would like to let you know that I have tried real hard to let this problem roll off my back for the aggravation this has caused however it keeps worming my head and I have to let you know of my complaint. So let me simply try to lay out the facts for you. My son had dropped his ***** **** * and wanted to get the screened fix. Yes we were aware that this is not covered by a warranty considered it was dropped and had no problem paying the amount (75.00 I believe although can not completely remember) to get the screen REPLACED. We spent 15.00 to pay for the insurance to cover the package in case it got damaged in transit or lost. When we finally received our device back it WAS NOT fixed. There was no charge of the 75.00 either so that was good. I decided to call and inquire why the device was not fixed. I spoke to your representative Eric which I must also say was polite and professional. He informed us that the service of replacing the screen was no longer available and that is why it was shipped back not repaired, although the service was available at the time that the RMA number was sent. So this is the problem, we spent $15.00 in insurance and that should be refunded to me. Once it was explained the service was no longer available this is when I thought it would be good business practice to be refunded the $15.00. OH MY, I was given the run around of why I could not be refunded the money. Eric continually had to put me on hold to speak to his manager. First I was told they did not receive my package until March 13th although it arrived on March 4th according to USPS arrival date. This is within the 45 day window of when the RMA number was issued. So the service became unavailable within that time.

Desired Settlement: I want a 15.00 refund for the insurance on the package. I would also like you to pull up the phone call to listen to it. You will be able to hear my frustration and see how ridiculous the run around I was given. I sent off an e-mail with the scanned receipt with the ticket # ****** in the subject line to ***** * and never heard back or received a check for a refund. This is not even a lot of money to have my experience horrible and leave such a bitter taste in my mouth. Do you believe this is a good business practice? RMA Number *********** Ticket Number *******

Business Response: EVGA has reached out to this customer and this is believed to have been resolved. Unfortunately these tablets are unable to be repaired once physically damaged and we are very sorry for any inconvenience that this may cause. I can confirm that I did not receive an email from this customer requesting a refund on shipping and I do apologize for any inconvenience if it was somehow lost in transit to me. Please contact ***** ********** at ************** extension **** or by email at ******************** if further support is needed.

6/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a EVGA power supply based on their advertising of mail in rebate at my local ***** ****** *****. I submitted all the necessary paperwork which was approved by the rebate department. I called and inquired about my status, I was told that I should have received my check back in April 2015. I told customer service that I never received it. Per customer service they were going to look into it and reissue another check. I am now 3 months out from the date of submission and still have not received my check as promised. EVGA offer code ********* tracking number ****************.

Desired Settlement: Please send me my rebate check.

Business Response: EVGA has checked into this complaint and we can confirm that the customers rebate was sent out as promised originally, but unfortunately it appears that it was lost in transit. The EVGA rebate center resent this check on 6/5/2015, once notified that it was not received by the customer, and the customer confirmed receipt of this rebate check on 6/13/2015. We are very sorry to hear that there was a problem with receiving the first rebate check, but we are happy to hear that this has been resolved. Please understand that EVGA does process all valid rebate requests and we are here to assist if something should happen during processing. If there are further questions or concerns on this complaint then please contact ***** ********** at ************** extension **** or by email at ***************.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that EVGA has resolved the issue..

Regards,

**** ****

6/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: EVGA failed to provide proper warranty for a GTX 660 TI SC card purchased at Best Buy, and has subsequently resulted in an ordeal from hell. I first brought the attention of my issue to EVGA in January 2015. After a couple routine emails they got me set up with a replacement device after providing a credit card for collateral. Everything looked like it was going well.... until I received the replacement device. It had scratches all over it, dirt in the cracks, and did not function properly. In fact, my original device was actually in better condition than the one they were giving me to replace it. I didn't like that, and requested to send back the replacement. They obliged and it was returned. Expecting to get another replacement, however that's where the support ended. Several weeks literally went by where all my emails were ignored, and no support was being provided. It's as if they washed their hands with my issue. It had become very obvious that EVGA was not interested in helping me with my graphics card, so I decided I'd purchase a domain and set up a blog to express my opinions and document the support I'm getting from EVGA, or lack thereof. I even notified EVGA my intentions if they were not going to fulfill the warranty. After more weeks go by, I receive a demand letter from a lawyer representing them. After many many more weeks of back and forth with their lawyer they again go silent. Even after agreeing to a refund. Their lawyer was been extremely unprofessional, and insulting through the entire process. Their lawyer asked me several times for me to propose a resolution to amicably resolve this (in exchange for me to silence my opinion and forfeit my blog). So I finally offered a very fair resolution of... - a full and complete refund for the video card - a fee for the domain, server, and my time - an apology letter On April 23rd they agreed to the resolution, minus the apology letter. They've been silent since.

Desired Settlement: At this point I'm not really expecting much to come of this. They've threatened litigation and harassed me with their lawyer. Essentially they want to silence my opinion, and at the same time not fulfill their warranty. I'd like them to honor the full and complete refund they agreed too on April 23rd.

Business Response: EVGA has reviewed this complaint and we can confirm that we have offered this customer assistance with a refund on his product, but he has not accepted our offer to have this processed. If the customer does wish to have a refund request setup for the EVGA product in question, than we can offer to have this submitted and the card returned to our warehouse in Brea. Once the card is received, in its original factory condition, we will process a check to cover the original purchase price of the product. The check will take 10-14 business days to be processed once the product is received into the EVGA warehouse. If a refund is preferred then please email *************** confirming that you wish to process a refund and we will submit this request to assist. If there are any further questions on this EVGA product, please contact ***** ********** at ************** extension **** or by email at ***************.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


First off, this is an out right lie. This response is nothing more then a smoke screen. The kind of form response they would send to make it look like they care or are trying to resolve it. However, this is as far as it goes. Once you respond back, they act like there is nothing wrong, or flat out ignore you. 

They have been harassing me for two months via a lawyer named **** ******* with ******, ******* and ******* because I eventually set up a blog called ************ for their lack of dealing with my support issue. After several months, finally on April 23rd via their lawyer they finally agreed they would refund the full amount of the video card $339.99 (MSRP + Tax) and $60 in fees associated with this ordeal. I've emailed their lawyer and their CEO five times since April 23rd and there has been no response back. If EVGA wants to resolve this, they are going to have to contact me directly, and they are going to have to fulfill the April 23rd resolution their lawyer agreed to on their behalf.



Business Response: EVGA has tried to work with this customer to help him with his EVGA product on multiple occasions, but unfortunately these offers were not accepted by the customer, at that time. We can confirm that we do care about all of our customers and that we are here to help with our products, if help is needed. Since this customer’s last BBB reply we have reached out to him once again through email and offered to work with him based on the terms that he was requesting on his BBB reply to us and he agreed. The customer was sent a refund check for his product, which was signed for on 6/9/2015, and we are considering this case to be closed at this time. If there are any further questions or concerns with this case, then please contact ***** ********** at ************** extension **** or by email at ********************.

4/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a GeForce GTX 960 graphics card from EVGA in March on the site Newegg.com. At the time, there was a rebate offer for $10. To obtain the rebate, I had to send in physically mail the company a signed rebate form, the UPC label from the original packaging and a copy of the receipt/invoice/packing list. I mailed all of these items to EVGA. It should be noted that there were two UPC labels on the original packaging: one on the front which also included the product number and serial number and another on the back. EVGA denied my rebate because I was "missing-Original UPC Barcode Label", despite the fact that the UPC was contained in the letter I sent. I have photographic evidence of this that, ironically, EVGA provided themselves. After complaining to them, they responded, "Our records indicate the UPC bar code label included with your documents are not legible." This means three things: 1) They acknowledge I sent the UPC bar code label, as well as the fact they received it 2) They're placing "illegible" UPC bar code labels on their packaging (isn't that illegal?) 3) The equipment they used to scan the UPC label was not able to capture it at a high enough resolution, meaning I may have been denied because of the subpar quality of their office machinery. If one UPC label was desired over the other, EVGA failed to make clear which one to send in. I have evidence of purchasing the item, sending in the required materials and present-day ownership.

Desired Settlement: I want my $10 rebate, as advertised.

Consumer Response: Please cancel complaint #********. I filed it in error. There is no problem.

Thank you,
-****** ********

3/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company felt it was appropriate to deceptively market their products by using a mail-in rebate as an incentive for the customer to buy. Once I purchased the product, I followed all of the rebate protocol to a T, providing absolutely all evidence of proof of purchase. Just to fully illustrate how outrageous this situation is: My product came with TWO barcodes, one on the shrink wrap, and one on the box itself. So I included both as part of the rebate, even though the rebate only requested I send the UPC barcode (on the product box). I included both original copies anyway, just so there could be no possible discrepancy. Additionally, I took pictures of both of these barcodes. I then took the image files, placed them on the same document, and printed both pictures onto one single piece of office paper. Then, I took the two original barcodes, and TAPED *both* of the original barcodes onto this said, single sheet of paper with printed pictures of these same barcodes. I then mailed these barcodes, along with my original receipt, and all other requested documentation. A few days later, EVGA sends me an e-mail: "Your Rebate was not approved for the following reason(s): - Required Documentation missing-Original UPC Barcode Label - UPC/Barcode mismatch" So I called EVGA, of course, and they claimed that they had received ONLY ONE of the barcodes. Coincidentally, only the non-UPC barcode (the one required to honor the rebate). However, they HAD received the barcode which was not required for the rebate... but not the one that WAS required for the rebate. Therefore, they denied my claim. Despite the fact that it is ABSOLUTELY IMPOSSIBLE for them to receive one barcode and not the other, considering they were TAPED TO THE SAME SHEET OF PAPER, a sheet of paper with BOTH of the barcodes PRINTED ON IT. Absolutely unbelievable experience. Very insulting that EVGA finds it appropriate to advertise their products using rebates, and then refuses to honor their word. Fraudulent.

Desired Settlement: $59.39. The full refund price of the product, $54.99, plus 8% California sales tax of $4.40. Either that, or the $20 rebate, which they promised. I am more than willing to send this product back to them. Just to add: I called their customer service line three separate times in an attempt to talk to a supervisor or a manager of some sort, but I was connected with service representatives who flat out lied to me, over and over again, claiming that my UPC barcode was never received, despite the fact that I have photographs of it, as well as photographs of the peeled adhesive on the original box, showing where the UPC barcode used to be. This company purposefully and willfully defrauded me (and likely many other customers who aren't as vocal) into buying their product by using a rebate as an incentive, and then denying the rebate claims using dishonest reasons.

Business Response: EVGA has reviewed this claim and we can confirm that our rebate company does process all valid rebate submissions.  In this case we can confirm that our rebate company did receive a price label from the place of purchase, but they are missing the UPC label from the box to confirm possession of the item and approve the rebate.  I have attached the rebate paperwork scanned by the rebate center and I can confirm that if there is ever an error caused by a missing document or a scanning issue then the customer is notified with instructions on how to continue with the claim re-submission to assist. 

In this case I can confirm that one of our Customer Support Supervisors worked with this customer through the phone, once he had contacted EVGA directly, and we assisted him with approving his rebate for processing with the rebate company to assist him even though the UPC bar code was not available from the claim.  Please allow 6-8 weeks for the rebate claim to complete processing from the approval date of 2/15/2015 and if in the future there are any questions or concerns on processing a rebate claim then we are here to help by email at rebates@evga.com.  
If there are any further questions or concerns with this case then please contact ***** ********** at 1-888-881-3842 extension **** or by email at ******@evga.com.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Thanks ***** for proving my point. You guys, in fact, DID receive my unique product barcode. It is IN THE PICTURE that you sent me of my other barcode with the price tag on it, but you conveniently cropped it out of the picture to help make your case. Please refer to the picture I have attached right now.

This is physical proof that eVGA did, in fact, receive my UPC label from the box. The way the barcodes are laid out next to each other is exactly how I described them in my previous complaint - taped side by side on the same sheet of paper.
I don't know what would compel ***** ********** to provide a photo with the UPC label cropped out of the picture, or why he would accuse me of filing a false complaint. This picture which I have provided is the absolute nail in the coffin that I have been telling the truth the whole time, and eVGA has been lying to me repeatedly, as well as now lying to the Better Business Bureau. 
I don't know if this is a routine practice for eVGA to willingly and purposefully dispose of necessary paperwork, falsely representing themselves by cropping required information out of the pictures which they provide to the BBB, belittling their customer's intelligence by repeatedly lying to them about the circumstances. Whatever it is, this behavior is reprehensible, and companies like eVGA should not be able to get away with fraudulently handling their rebate forms and lying to the Better Business Bureau and their customers. eVGA should be penalized before other customers like myself have to deal with this deplorable level of dishonesty in the future.

Regards,

******* *********



Business Response: Here at EVGA we value our customer's feedback and we are very sorry that there was an issue with the processing of this rebate request.  Please understand that we are here to help and once notified of the problem with the rebate not processing, we then assisted with having this rebate approved to support the customer.  I can confirm that this rebate reward was sent through UPS with tracking number ****************** and it shows to have been delivered on 3/4/2015 at the customers residence.  I am once again very sorry that this customer had a problem with his rebate and that he was upset by this process.  I can assure you that we are here to help if a problem should occur during the rebate process or if any support is needed with EVGA products or services.  If there are further questions or concerns then please contact ***** ********** at 1-888-881-3842 extension ### or by email at ******@evga.com.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I have received the rebate in the mail. It took quite a while to get in contact with anybody willing to address the issue, but nonetheless, it is now settled. Thank you.

Regards,

******* *********

3/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I considered myself a loyal EVGA customer; that is until I repeatedly had circumstances where EVGA made errors in customer service, advertising; and redressing customer complaints. In the first instance I had bought two of EVGA's 780 ti Classifieds, and wanted to stepup to a higher tier card. I called to ask about this, and I was told by a customer service representative that I just needed to buy their extended warranty and I would be automaticlly entered into their "Step Up" program to a higher tier card. I did inform this representative that I owned the 780 ti's which he confirmed by computer lookup. It was disapointing to discover afterwards that I didn't need to purchase the 780 ti extended warranty, because I was not quailified for a highefr tier card at that level ( I bought the warranty for nothing). I considered this an anomally and continued to be a loyal customer and bought their PS 1200 power supply. I sent in the warranty card, rebates; and uploaded requested documents. I However, some time later discovered that my power supply was NOT EVEN registered, and customer svc never resolved the issue. I thought "okay, I guess this may not be a problem long term". In my next experience wiht EVGA I was futunate enogh to be online when the complany advertised a reserved 980 King PIN to loyal customers; which I definate thgought I was by now. I filled out the necessary forms, and recieved a conformation e-mail from EVGA. I was told to wait for further information by email from the company. I waited patiently for that e-mail but never recieved one (I know because I looked several times a day, and checked spam). I finally visited the website to find out that the program was over. I followed up with cutomer service who had an attitude of "well that happens, but nothing we can do". I was especially struck by the demeanor of the representative, and later his manager of cutomer support (nightime); who really didn't care, and was TOATALLY unresponsive to my complaint (I never got the GPU adertised).

Desired Settlement: I would for once, ask EVGA to say we made a mistake, and offer reddress to a complaint. I was a loyal customer who did the right thing to recieve a special product, but was told by mangement that "thats tuff that we made that mistake, now you will have to wait until the product is available to the general public like everyone else". I would hope that EVGA upon seeinig their fault would ensure that their "LOYAL" customer was tken care of (That is what I would like to happen, I want nothing free).

Business Response: EVGA has reviewed this complaint and we can confirm that we are here to help within reason.  In this instance we do not have any record of the customer submitting for the Pre-order on this limited time promotion which was available directly on our website.  Due to this we did have concerns with helping him with this promotion which had since ended.  After discussing this with the customer we were able to come to a resolve and have since assisted him with the purchase that he was requesting.  This complaint has since been resolved and as stated above we are here to help if support is needed with our products or promotions.  

If there are any further questions or concerns then please contact ***** ********** at 1-888-881-3842 extension ### or by email at ******@evga.com.

3/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On Feb 16th of this year I purchased a higher end graphics card from a store with this company's brand on it. I just learned yesterday that the card in question is NOT as advertised and is technically and physically not the same as the technical specifications on the box. Naturally I contacted the company as I clearly did not get what I paid for and the company's only response was "pay us 200 dollars and we will 'upgrade' your card". Well EVGA, i'm not going to do that. I want what I paid for, not an upgrade, and certainly at no further costs to me. This whole situation was though no fault of my own.

Desired Settlement: I'll be returning the card and replacing it with a AMD card.

Business Response: EVGA has reviewed this complaint and we can confirm that the specifications listed on this products box are correct.  In this case the customer was upset with how the card functioned and we offered to assist with returning the product for a refund, since they were unhappy with the product, or we could assist with our optional step-up program which allows the customer to pay the difference and upgrade to a higher performing model.  We are here to help with our products and if this customer should have any problems with returning the product or if they should choose to Step-up the product then we are here to assist.

If there are any additional questions or concerns then please contact ***** ********** at 1-888-881-3842 extension #### or by email at ******@evga.com.

3/3/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Tegra Note 7 from ****** on August 3, 2014 (Order ID *******************). The unit stopped charging and so I contacted EGVA customer service to see about getting a repair under manufacturer warranty. I do not have a serial number (other than the one embedded into the software) because I did not save the box (there is nothing telling the consumer that they should save their box) and EGVA chooses to put their serial number on a small sticker that easily comes off with the sweat of your hands. I gave the representative the serial number embedded into the tablet software only to be told that it is not THEIR serial number but that of the company that makes the processor. I also gave my Amazon order number to try and prove authenticity but was told that without THEIR serial number I am not eligible for warranty work. This is not my fault. They should tell the customer to save the box if it is that important or better yet, engrave the serial number into the tablet's casing as do other companies such as ***** and *******. I don't understand how I can have an order number and a serial number for the processor inside and yet they can't perform work on it. Sadly, I purchased two of these...one for me and one for my wife. I had the same issue with the other tablet and was able to get it resolved as it still had the sticker on the back. Unfortunately for me the tablet they sent as a replacement does NOT have that sticker. When I asked my representative what I should do about that tablet I was told it is "impossible" that the tablet was sent to me without a sticker. Therefore, what will happen if I have issue with that tablet down the road as well?

Desired Settlement: In the beginning all I wanted was for them to fix my tablet but now I just want my money back so that I can purchase a tablet from a company that stands behind its products.

Business Response: EVGA has reviewed this complaint and we can confirm that we worked with this customer on the 12th of February to assist with a warranty replacement.  Please understand that we do require that the serial number sticker is retained on the product and with the replacement being received please make sure that you do not remove the serial number sticker.  Please contact ***** ********** at 1-888-881-3842 extension #### or by email at ******@evga.com if there are any further questions or concerns. 

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

I do wish that in the future, your company follows suit with other companies by both engraving the serial number into the plastic and embedding it into the software itself.  

 

 

Regards,

****** *******

2/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a video card from EVGA on Jan 16, 2015. Fast forward to Jan 27, 2015, and I discover that the video card I had purchased didn't have the features/spec that was advertised. When I go to get a refund, I am informed that there would be a 15% restocking fee. I asked if they would waive that in this situation, given that what I received wasn't as advertised, and I was informed that if I wanted to return it, I would be subject to the restocking fee, regardless of reason, if it didn't meet their criteria of damaged/defective. All I wanted was the full purchase price of the product refunded to me, since I didn't receive what was promised. EVGA refuses to budge on this, even though it is borderline fraud.

Desired Settlement: I want a full refund of purchase price, not subject to any restocking fee. I also want them to pay for return shipping.

Business Response: EVGA has reviewed this complaint and we can confirm that we have found a resolution to support this customer.

Consumer Response:

Better Business Bureau:

In regards to complaint ID ********, said company EVGA has exceeded my initial request to address my complaint. Had I known there were alternate channels, I would've never filed a complaint the BBB. I would rate EVGA's response and customer service as excellent, pending the final steps of EVGA's solution.

 

I am very happy with the resolution provided, and consider  this complaint resolved, again pending final resolution agreed upon by myself and EVGA.

Regards,

***** ********

11/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a graphics card off of Amazon.com, which was made by EVGA. It's called the EVGA GTX GEFORCE 780 FTW, it ran roughly $520. From the day I installed the graphics card (around August 30th) I have spent countless hours trying to get it to work properly. It failed to function and EVGA has a 3 year warranty on on this product. I spent over 3 weeks trying to get it to work, troubleshooting every possible problem even speaking with their technical support, who were very nice people but they came to the conclusion the graphics card was faulty and directed me to send it to their RMA in California, who would look at it and send me another one as replacement. So I did as they asked and contacted their RMA and shipped them the graphics card which ended up costing $32 through USPS which had $500 worth of insurance on it. After they received the graphics card in the mail they sent me an email saying that the warranty was voided due to missing and loose screws and also some damage to the card itself. They told me I would have to cough up another $450 to have the card replaced, on top of the $520 and $32 I've already put into the card, not to mention the countless hours I spent trying to get it working. The problem I'm having with this situation is that I never modified the product in any way, I took it directly out of the package I received it in and installed it directly into my desktop. I never touched any screws, dropped or damaged the item. I was extremely cautious with it since it was very expensive and this was my first computer build. Being that it was my first computer build, I had never seen a graphics card before other than in how to videos and online pictures. So if the product was missing or had loose screws when I received it I would not have known any different if they were there. But I know for a fact it was not damaged when I shipped it to EVGA, and in no way did I alter it. But they were very consistent on the phone telling me I must have.

Desired Settlement: I would like to either receive a working replacement or a refund of the item. I very much believe and stand by the fact that I think the missing and loose screws were something on their end of the deal, maybe trying to void my warranty of an expensive item so I'd have to pay for another one, or it was manufactured poorly and I received a faulty product. I had no reason to attempt to disassemble the graphics card because I know absolutely nothing about these products other than how to install it on the desktop. So me removing/loosening the screws is out of the question. The card was also not damaged at all before I shipped it, yet they sent me pictures of a damaged graphics card through email. I've never had this kind of trouble from a company while trying to return a faulty product. I was told on the phone that they were not willing to work with me in any way, and tried blaming me for the missing/loose screws and damage which is rather insulting. I would like a full refund/replacement.

Business Response: EVGA has reviewed this complaint and we can confirm that the graphics card in question with serial number **************** did arrive to our warehouse and upon opening the box it was found to be physically damaged.  Please see the attached image as it will show how the corner of the graphics card is bent and separating and this unfortunately cannot be repaired.  I can confirm that this type of damage is not covered by our warranty as shown at http://www.evga.com/support/warranty/ and  I do recommend that the customer does contact his shipper if he does think that this happened during transit.  I can also confirm that EVGA has offered to replace this physically damaged product for a discounted price due to it being outside of warranty and this offer was declined so instead the product was shipped back to the customer.  If there are further questions or concerns then please contact ***** ********** at 1-888-881-3842 extension **** or by email at ******@evga.com.

10/20/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: In February of 2009 I paid a professional to assemble me a gaming pc, knowing that EVGA video cards had a lifetime warranty, I specifically asked him to purchase an EVGA model of GeForce GTX 295 video card (serial # *************) for me. He also registered the card for me. I think it was the most powerful and expensive card at that time(around $700). Up until few weeks ago, I had no issues with it, unfortunately now it doesn’t work properly. I thought to myself how lucky I was that I had purchased a card with a lifetime warranty, and I would either get it fixed or had it replaced. However it wasn’t the case, when I called EVGA to have it either fixed or replaced. I was told that since it wasn’t me who registered the card, I did not have warranty. Why would I not have warranty if the card was registered as soon as it was purchased? Why wouldn’t they honor their warranty? It was the reason why I bought EVGA in the first place, other brands were cheaper. I would really appreciate if they honored their warranty and replaced it. I was the only person to ever use this card. So once again I would really appreciate if they honored their warranty, and not come up with excuses to deny my warranty claim.

Desired Settlement: Have my card replaced with a new one

Business Response:

EVGA has reviewed this complaint and we have tried to work with this customer with a repair option, but they have been declined by the customer. The product in question was registered by a different person and the warranty on this product is non-transferable and has since expired as shown on our warranty terms located at http://www.evga.com/support/warranty/originalWarranty.asp. If there are further questions or concerns please contact ***** ********** at 1-888-881-3842 extension **** or by email at ******@evga.com.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[They offered me to send them the card and pay them for the repairs. Why would I pay for the repairs of the card when it has a lifetime warranty? The card was registered, EVGA admitted that, however they still say that it is not under warranty. Why is that? Please go to the webpage for my card http://www.evga.com/articles/00446/ it clearly states there "Limited Lifetime warranty upon registration" without further explanation. Car was registered, so my card is under warranty. I would really appreciate if they stopped saying that it was not under warranty, and finally fix or replace my card. They are trying to cheat me out of what I paid for, just like I mentioned before, I only bought evga gtx 295 for the reason that it had a lifetime warranty, other brands were cheaper but did not have such a warranty. I could spend less money, but I didn't for that reason. So please replace or fix my card. Thank you. ]

Regards,

****** **************

Business Response: EVGA has reviewed this complaint and we have tried to work with this customer with a repair option, but they have been declined by the customer. The product in question was registered by a different person and the warranty on this product is non-transferable and has since expired as shown on our warranty terms located at http://www.evga.com/support/warranty/originalWarranty.asp. If there are further questions or concerns please contact ***** ********** at 1-888-881-3842 extension **** or by email at ******@evga.com

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[As you can see by the response or to be more precise, lack of response, because all Mr. ********** did was copy and paste his first response from 09/19/2014, on top of that it took him 2 weeks to do that. They do not want to honor the warranty (lifetime warranty of my video card). They did not even think that it was necessary for them to address my response, so all they did was copy and paste, just shows how much they “care” about their customers. Just like I mentioned in my previous response dated 09/20/2014 “They offered me to send them the card and pay them for the repairs. Why would I pay for the repairs of the card when it has a lifetime warranty? The card was registered; EVGA admitted that, however they still say that it is not under warranty. Why is that? Please go to the webpage for my card http://www.evga.com/articles/00446/ it clearly states there "Limited Lifetime warranty upon registration" without further explanation. Car was registered, so my card is under warranty. I would really appreciate if they stopped saying that it was not under warranty”. But now I would like to add that I do not want them to fix my EVGA GTX 295 video card. Now I want my card to be replaced ASAP, because they have been dragging this for over 1 month already, and I have a pc that cannot be used that I need. So please stop your deceitful practices, and step up and honor your warranty. Just like I mentioned before, I only bought EVGA GTX 295 for the reason that it had a lifetime warranty; other brands were cheaper but did not have such a warranty. I could spend less money, but I didn't for that reason. So please send me a replacement card ASAP. Thank you.]

Regards,

****** **************

8/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: EVGA is a company that makes graphics cards. Occasionally they offer mail in rebates for their products as incentive to purchase their products. I bought an EVGA branded GTX 780 graphics card at an online retailer (memoryexpress.com). EVGA offered a $20 rebate with the purchase. I went to EVGA.com to fill out the required documents and mailed them the required rebate form, UPC code, and invoice/receipt. A few weeks later EVGA.com emailed me telling me that my rebate was rejected because "Required Documentation missing-Copy of Receipt/Invoice or Packing List". EVGA.com tracks my rebate and they had scans of all the documents I sent them. One of the pages is an e-invoice I printed from an email as the receipt for the purchase of the GTX 780 from memory express. There are no physical receipts since I bought it online. I only have the e-invoice that memory express emailed. That is the receipt. Basically EVGA.com refuses to honour the rebate because they think I didn't send the receipt. I did send the printed e-invoice I received from memory express.

Desired Settlement: EVGA should honour the rebate. I mailed them the required documents. I should receive a 20 dollar rebate check.

Business Response: EVGA has reviewed this complaint and we can confirm that the customer sent in his rebate form, UPC, and then a email confirming that he had placed a order with the vendor.  Please understand that the rebate company does look for the Invoice, Receipt, or Packing slip when approving a rebate claim as a email confirming the order was placed is not considered a valid proof of purchase.  I have requested that the rebate is processed to assist this customer and please allow 4-6 weeks for this rebate to complete processing.  If any rebate concerns should arise in the future or a problem should occur during processing of a rebate then please contact us at rebates@evga.com, as we are here to work with you.  If there are any further questions or concerns on this complaint then please contact ***** ********** at 1-888-881-3842 extension **** or by email at ****************

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** *****

6/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought a 7600GT card from EVGA back in 2007, first problem was that after much back-and-forth at that time, their rebate provider refused to honor the $35 rebate they were offering.In addition, the card worked well for years, but recently the fan stopped working. EVGA and the merchant made a HUGE deal about how the product I was buying had a lifetime warranty. But when I called for assistance, EVGA told me that it was only a two-year warranty. So no help for me.Please help me resolve this issue. At this point, I will frankly take either help with the rebate (and I still have all of the correspondence for this) OR help with the card.

Desired Settlement: Please replace my 7600GT card, or alternatively, please make good on the $35 rebate they never gave to me in the first place. Thanks.

Business Response:

EVGA has reviewed this complaint and we are very sorry to hear that the product has had a problem after 6 years of use and that there was some confusion with the rebate request. I can confirm that the warranty listed on the box for this part number of “256-P2-N615-TX” and as shown on the warranty terms for this purchase period located at http://www.evga.com/support/warranty/originalWarranty.asp shows that any product sold with a "–TX" part number extension included a 2 year limited warranty from the purchase date. I am once again very sorry as this warranty has expired by over 4 years and we are unable to assist with any warranty coverage on this product do to this. If the customer wishes to return the card for out of warranty repair at $65 an hour for labor then we can offer to try and assist with this repair process, but the costs for this is likely more than the card is valued at this time or the price of a equal performing replacement product and unfortunately in some cases it may not be able to be repaired depending on the reason for failure. If the customer wishes to continue with this process then please contact Chris Bencivenga at 1-888-881-3842 extension **** or by email at******@evga.com. I can also confirm that EVGA does offer rebates for processing within 30 days of the purchase date and if there is ever a problem with processing a rebate request then we are here to help within a reasonable amount of time, but due to this being over 6 years ago we are unable to assist with any rebate inquiries at this point on this request. We are once again very sorry to hear of the failure with your product and for any inconvenience that may have been caused by the rebate process. If there are any further questions or concerns then please contact ***** ********** at 1-888-881-3842 extension **** or by email at******@evga.com.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that after corresponding with the customer service person listed in the company response, we are reaching a resolution which would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Many thanks to both BBB and EVGA for helping resolve this matter!

Regards,

****** ***

6/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Fraudulent charges were made on my credit card not by me, but yet I got charged with a 208.00 restocking fee after returning a non order part by me.

Desired Settlement: Refund!

Business Response:

EVGA can confirm that we did receive a web order for a model 06G-P4-3793-KR graphics card on 4/1/2014. The web order in question with order number ******** was placed from Chicago, Illinois based on IP address of ************** on 4/1/2014 at 4:27PM PST. The order was placed with the same billing and shipping address and I can also confirm that the billing address was verified through AVS with his bank. The account that the customer placed the order on had his personal email address, shipping address, phone number, and was confirmed by email at ****************. I can also confirm that EVGA received a phone call from this customers phone number of ************* on 4/1/2014 at 4:53 PM PST by a person claiming to be Elliott Edwards to confirm the order prior to us shipping the item and once completed the customer was notified of the orders shipping information by email. EVGA was not notified of this customer receiving this item until 4/15/14 when he received the item on 4/3/14 and signed for it according to UPS tracking number ******************. EVGA was only notified of the issue when his bank called us as he was trying to dispute the charge on his purchase and due to him receiving the item the bank advised for him to return the item for a refund.

Due to the above information we can only assume that this customer did in fact place this order and we must follow our online store terms located at http://www.evga.com/storeterms.asp which he agreed to while placing his order. The terms clearly state that a 15% restocking fee will be deducted on any opened items and that shipping is non-refundable.

EVGA received his item opened and a refund was processed for the order in question except for the 15% restocking fee and the shipping charges that were deducted from the refund amount. If there are further questions or concerns please contact ***** ********** at 1-888-881-3842 extension **** or by email at ***************.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This is a fraudulent charge not made by me. I did notify my bank due to lost bank cards also
 to dispute the charge and get new replacement cards. Also this is not my IP address that EVGA stated, and how could I know it was a restocking fee if I never visit EVGA web site or open the box. After learning about this part its for teenagers for computer gaming, I'm almost a senior citizen! ON the date the part was ordered I was out of town for business, dealy getting back with EVGA return back in town 4/14/14 and seeing this box from EVGA.  I did not make the charge, looked up EVGA number and called them with my banker on the phone  and  was told by EVGA that I would get a full refund due to fraudulent charges. EVGA told me they will send out a return shipping lable, but I never received it "should have been my red flag" Out of the kindness of my heart I paid 89.00 dollars for return  rush shipping FEDEX ************   I'm not the only one with the same complanit there are many other people with the same problem from EVGA. Also on RIP OF REPORT: To resolve this complaint I woild like a restocking fee refund.
Regards,

****** *******

Business Response:

EVGA processed a online order placed by someone that said that they were this customer. We took the precautionary steps of checking the billing address against AVS (Address Verification System) with his bank as well as talking to someone claiming to be him through the telephone that is the same phone number that he resides at. We shipped the order to the billing address which was confirmed previously through AVS and on the phone and it was signed for that very next day on 4/3/2014, prior to delivery from UPS. The product sent to this customer was new and unopened and when it was returned by this customer it was no longer new and instead opened and considered used. Due to this product being opened there is a 15% restocking fee on this product that is non-refundable as shown in the EVGA online store terms located at http://www.evga.com/storeterms.asp which were agreed to when placing this order.

Attached you will find the copy of the signature from the person that signed for the package at his confirmed address on 4/3/2014 when this customer says he was out of town. EVGA does not feel that we have any fault in this case as we have done everything that we can to verify the order prior to shipping it and offering a refund following our store terms when it was requested. If someone was given access to this customers credit card, house, email, and phone then this is the fault of that person and the customer should speak with them about this restocking fee.

If there are any further questions or concerns please contact ***** ********** at 1-888-881-3842 extension **** or by email at ***************.

4/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: EVGA offers a service called Step-Up. You can send in your graphic card and get a new model paying only the price difference.I paid 39.24 dollars and I sent the card using UPS ($14.54). The graphic card was in his original package (with manuals and everything) and inside a big bubble envelope. Package was refused. The reason they gave me was "don't accept envelopes".I checked my email with the instructions they sent me (i've attached that email). Under "packaging" I don't see any reference about that. It may have been somewhere else (website??) but it was not clearly stated at all.I called the costumer service and asked them if they could at least provide a cross-shipping service since I am not able to use my computer since one week and a half. They said they don't provide that service.After a long conversation, they were able to give my money back ($39.24), event hough they didn't want to because under their policy they cannot issue refunds. My shipping, of course, were not refunded. I think this is really unethical.They physically got my card, they refused it and they were not willing to help the costumer to find a satisfactory solution. I also got a very rude comment towards the end of the phone conversation saying "You used the envelope because you wanted to save money, I am in this business since a long time". Well, there is not difference in price with UPS using an envelope or a small box. Inside the envelope, there was a box!!!!Worst customer service I've ever seen. I bought this product because I heard they have a very good costumer service. I am sorry if my english is not perfect. It's not my native language.

Desired Settlement: Refund of my shipping cost orSolution about cross-ship the card. I really believe this was a really easy way to settle the incident. I was willing to leave my credit card information with them but they said "Today, leaving your credit card information doesn't mean anything".Well, it meant something when you got my money, from the same credit card.

Business Response: EVGA has reviewed this complaint and we can confirm that we unfortunately do not accept any envelopes for the RMA or Step-up processes as outlined on the instructions attached to the original email. In this case I can confirm that EVGA has reached out to this customer and we are working with him in order to assist with any confusion or inconvenience caused by this process. If further support is needed please contact ***** ********** at ************** extension **** or by email at ****************

4/9/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had a lifetime warranty for an EVGA video card, I was authorized an RMA to send back a defective card (GTX 460 2win). I followed EVGA's instructions (2 inches of packaging materials and a box made for shipping) and sent the card back to their headquarters where it should be A) Replaced with another of the exact card or B) Replaced with a card of similar value. EVGA contacted me and said that the card arrived damaged and they would not honor the warranty/RMA. EVGA sent me pictures of the damage and the box and the damage wasn't consistent with the pictures of the box. The box showed compression damage while the card showed damage to the corner of the PCB board that wouldn't happen with compression. To me it looks like someone at EVGA dropped the card on the ground which caused the damage to the PCB board. I told ****** **** of EVGA that I followed their instructions for shipping (as mentioned above) and they told me that they still would not honor the RMA. Instead they said I could pay $280 dollars to get it fixed. There are two things that are completely absurd about that, first the card originally cost $220 dollars 2 years ago and second, the card is discontinued so I'm not sure how they are getting the $280 repair cost or why I should even have to repair it since it should be covered under the warranty/rma.

Desired Settlement: I would like the replacement card the warranty entitles me to, or a card of equal value (which they estimate to be ~$280).

Business Response:

EVGA has reviewed this complaint and we can confirm that the customers card arrived to our warehouse with physical damage.  EVGA did not cause this damage to the product and we can only assume that either this damage occurred prior to packing the card or during transit. The card in question was wrapped in bubble wrap, but the end of the card where the damage occurred was exposed as shown in the uploaded pictures. We do have to recommend working with the shipper if the customer feels that the damage happened during transit as this is beyond our control. In order to view our warranty terms please visit http://www.evga.com/support/warranty/ as it is clearly stated that the product must be free of any physical damage or the warranty will be null and void. In order to try and work with the customer we did offer that the customer could purchase a replacement product for the last known recommended retail price of the product and this offer was declined. If there are further questions then please contact ***** ********** at 1-888-881-3842 extension **** or by email at ***************.

3/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Evga advertised that if a customer pays the difference of the price between what he/she paid for and a "step upped" product then Evga will send the step upped product.I paid $509 plus tax including $78.04 of my store credit in my account for an Evga product at Amazon.com.The step upped item is $530 and the difference is $21! But Evga charged me $99.04 plus tax! Namely additional $78.04 ($99.04 - $21) plus tax claiming that I didn't pay it entirely out of my pocket???Then what if I had used $509 in store credit to buy the initial product then Evga would claim I paid nothing and I got the product for free charging me an extra $509 again???Their ads said the difference between what I paid for and the price of the step upped product. And not what I paid for "out of my pocket". Evga is misrepresenting its Step Up program to get "extra" cash misleading its own terms and conditions of the step up program.

Desired Settlement: $78.04 plus Ca tax.

Business Response: EVGA has reviewed this complaint and we can confirm that we do offer a optional Step-up Program to trade in your product within 90 days of purchase and pay the difference of what you originally paid minus any promotions, taxes, or shipping charges. In this case the customer has requested to use this program and his receipt clearly shows that he received a $84 promotional discount to his purchase which did not count towards his total. We are able to help him with this optional program to credit the amount that he did pay for the product minus any promotions, taxes, or shipping charges as stated in this optional program located at http://www.****.com/support/stepup/. If the customer can supply a receipt from Amazon that shows that the promotion discount is not a discount but rather a store credit then we can move forward from there, but otherwise we are unable to offer credit for a promotional discount that was not paid by the customer. If there are any further questions or concerns then please contact ***** ********** at ###-###-#### or by email at ******@****.com.

Consumer Response:

 

Amazon
Your Account Amazon.com
Message From Customer Service

Please, see the following email from Amazon Customer Service, showing that the $78.04 was not a store discount, instead it was store credit.
===========================================================================================================

Hello *****, 

This is ****** from Amazon regarding our conversation today about the payment information. 

Order Total: 
Subtotal: $509.99 
Shipping & Handling: $10.53 
Total Promotions Applied: - $88.57 = $78.04 (Store Credit provided by Amazon available for use on any order) + $10.53 (Shipping) 
Tax: $34.56 
Paid by GC:- $466.51 

Order Total: $544.55 paid by customer. 

Amazon's phone number: ###-###-#### 

I'm glad that we were able to clear this up.

Best regards,
****** D.

Consumer Response:

Complaint Detail
I filed a complaint against EVGA regarding the misleading "Step Up" program (BBB Complaint No. #******), and EVGA responded that if I provide an invoice showing that the $78.04 is a store credit and not a store discount.Naively relying on this response, I contacted Amazon.com and explained my issue and asked Amazon to give me an invoice showing what EVGA asked for.Then Amazon customer rep sent me an email explaining that my payment of $544 contains $78.04 customer credit.With this confirmation, I agreed to close the case and attached this email in my response the EVGA.However, after my case was close, EVGA simply stopped responding to me or doing anything, no refund or nothing.I believe I was so naive relying EVGA's continuous misleading behavior and closed the previous case. So, I want to open this case again and attached the email from Amazon.com again.:===============================================================================================AmazonYour AccountAmazon.comMessage From Customer ServiceHello Blake, This is ****** from Amazon regarding our conversation today about the payment information. Order Total: Subtotal: $509.99 Shipping & Handling: $10.53 Total Promotions Applied: - $88.57 = $78.04 (Store Credit provided by Amazon available for use on any order) + $10.53 (Shipping) Tax: $34.56 Paid by GC:- $466.51 Order Total: $544.55 paid by customer. Amazon's phone number: ###-###-#### I'm glad that we were able to clear this up.Best regards,****** D.
Desired Settlement
$84 = $78.04 plus tax about $6
Desired Settlement: Refund



Business Response: EVGA has used the information received in the response from the customer showing evidence that the promotion was not a coupon, but instead store credit and do to this we have issued a partial refund for the difference of $78.04 plus $6.24 sales tax for a total refund of $84.28. The refunds were processed to this customers credit card and while the $78.04 will already be shown the second refund for $6.24 may take the customers bank 3-5 business days to reflect this refund. Please contact ***** ********** at ###-###-#### or by email at ******@evga.com if further support is requested. 

1/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: EVGA advertises a step up program but they refuse to honor it. The cards have a useful life of about 1 year. They claim they let you step up to newer cards but they don't. I have been in line in the stepup program for 3 months and the wait list has not moved 1 single person in that entire time. When you contact them they say couple weeks or were delayed due to being closed for Christmas. But its all just a lie. In 3 months I have gone from 16 in line to still 16 in line. Have not moved 1 single spot. They are just delaying until people cancel due to the new step card being worthless. Its all just 1 big fraud.

Desired Settlement: Honor their agreement and step up my card or stop advertising that they will.

Business Response: EVGA has reviewed this complaint and we can confirm that our Step-up program is not a fraud and that it is not in any way intentionally held as the customer described. EVGA offers a optional upgrade program with the knowledge that the customer will enter a queue and wait for availability of the product. In this case the product did have limited availability for the 2 months that the customer was in queue and shortly after this BBB complaint was received this customers card did become available along with 50 other customers that were also patiently waiting in line. The customer has since submitted payment and EVGA is awaiting the product in order to have it exchanged as requested. If further assistance is needed please contact ***** ********** at ###-###-#### or by email at ***********@evga.com.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

However since they day after they were informed of the complaint they made cards available tells me they made them available because of the complaint.  I suspect if I had not filled it I would continue to be in que.

 

Regards,

 

**** ********

1/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I initially RMAd two video cards to EVGA. They sent me back only one, and told me UPS was responsible as they received only one card, which is absurd. I initially contacted EVGA, describing the failure of two cards. They responded by approving the RMA, and having me send the cards in as in this email: Your Question: Hello, I have a pair of GTX 460s. I've taken good care of them since I bought them, and it took me awhile to save up the cash I needed to buy them. I don't own much but my PC, and it's my pride, and primary source for communication, entertainment, and education. In the past week the cards were working fine, and I was playing World of Warcraft, a game that should hardly tax a pair of GTX 460s. I monitor my temps, so I know that they were operating in an acceptable range of 74C, while the secondary card was running at 58C. While playing, I suddenly get a BSOD, which indicated a .sys file that belonged to NVIDIA. So I went to work looking into it, and did a bit of trouble shooting and diagnosed the problem due to hardware failure, which was occurring in the second card. Not long after the fan in the primary card has began making a rattling noise whenever it runs above 70C, and idles at 52C which a couple of weeks ago would idle at 40C. I'm worried the card is just going bad, and once that happens, my academic career is going to become extraordinarily difficult. There was no indication on Amazon that I had to register my card on the EVGA website, simply stated a lifetime manufacturer's warranty. It's a real painful pill to swallow that the 400+ dollars I saved up are up in smoke because I didn't register the cards when a new warranty policy that eliminated such a draconian policy rolled out only a few months after my purchase. Is there any possible way to have mt cards replaced? Your Answer: Hello, Please verify your current shipping address, and we will submit a request for a 1-time out of warranty replacement. Thank You, EVGA Tech Support I have video of me packing the cards together, from the UPS Store which I work at. I have seen many claims, and i've never heard of someone opening a box with identical pieces of equipment, stealing one, and sending the remaining one on it's way. I spoke with a ****** **** who was rather rude and condescending, telling me I can only file a claim with UPS, who I know won't honor such a claim as the package arrived just fine. Someone at EVGA has either claimed the card, or are lying to me. I want what is right, which is the proper replacement of that card to match it's sibling, GTX 560 TI

Desired Settlement: I just want my card back, or 300 USD so I can go buy a new one. I sent in two, and I only got one back. This is criminal and the insistence that someone at UPS carefully opened, and resealed a package is ridiculous. I have video proof, and the initial email that makes it clear I described two video cards, not one, and sent in both under the impression that this was clear, only to be rudely disregarded by a ****** **** who handles logistics there. If I can't handle this outside of court, then

Business Response: EVGA has reviewed this customers complaint as well as checking into the history on the customers account. EVGA can confirm that the customer did email into our support saying that he was having a problem with two products, but the one-time out of warranty request was setup and approved on one product and EVGA only received one product in the box that arrived into our offices. EVGA has taken the time to take the customers word and look through every receiving record on the day of December the 9th when his package arrived into our warehouse and we can confirm that only one product arrived in the box that the customer returned. In a effort to try and work with this customer, even though we are unable to find any evidence of a second product, we have decided to make a one-time exception and assist him with sending out a second card of the same model as his replacement product received previously to assist. The customer will be contacted within the next 1-3 business days through email with the tracking information for the second card to assist. We would also like to mention that as we discussed with the customer prior to the RMA submission on his single card, the warranty is currently expired on both of his products and we will only support him with a 30 day warranty from the shipping date to guard against a DOA or problematic replacement product. If further questions or concerns should arise then please contact ***** ********** at ###-###-#### or by email at ******@evga.com.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I really must wonder what could have happened with the package to only jade the one card in the box, as it is very abnormal for boxes to be tampered with and sent to their destination after being tampered with. Regardless, I sincerely appreciate your understanding Chris.

Regards,

***** *******

1/2/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a video card from Micro Center in Denver a nivida product, in the box cover it states a 3 year standard warranty, the card fail to operate and had it check out at my service tech. I contacted NVIDIA and emailed all the items they ask for, I got a reply stating the warranty on the box doesn't mean any thing! But it clearly states it on two flaps of the box it is 3 years, Never heard back again.

Desired Settlement: I just want a replacement card! I was told this model is not made anymore, model Geforce GTX 460 SE. I would appreciate your help on this matter. Even the store where I purchased it said it reads 3 year warranty. I do have pictures of the flaps with the warranty on it and sales slip.

Business Response: EVGA has reviewed the customers complaint and we have reached out to the customer to offer him warranty on his product due to a possible issue with the sticker on his box. If further questions or support is needed please contact ***** ********** at ###-###-#### or by email at ***********@evga.com.

12/30/2013 Problems with Product/Service
10/11/2013 Problems with Product/Service

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