I had exactly same issue when trying to RMA a Titan I had to buy direct from them, in the end I nearly binned the card and had to get my NVIDIA UK account manager to get involved. They can be a nightmare for RMA's as your finding out.
I remember you mentioning this before and I have tried to avoid dealing with them since.
Unfortunately they are the only place you can get Titan cards from and I have also had problems with them.
My problem was I ordered a pair of Titan Vs before I realised you could not SLI them. When I asked them to cancel one of the cards (with plenty of notice) they still insisted on sending me both several days later.

Could be that the A.I is trying to play a game of Noughts & Crosses.. Deep learning at it best 