EVGA UK RMA centre announced

[Ben @ EVGA]

Hi All

Please see our official press release on the new EVGA UK RMA centre which was sent out last night:

"EVGA Introduces Customer Service Centre in United Kingdom

26th November 2015 – EVGA is proud to introduce a new service centre in United Kingdom to directly support local customers with a convenient United Kingdom shipping address. This new service centre will make it even easier for local customers to get support on their EVGA product with reduced shipping times, reduced rates and a local phone number for support.

"The UK is an extremely important market for EVGA and with our continued growth in the region, this is a way of saying thank you to all those customers who have supported EVGA to date", explains Marnie Sutton, Chief Operating Officer for EVGA Europe. "We pride ourselves as having the best support package in the business and don't want our customers to spend their hard earned cash on overseas calls and high shipping costs for returns or step-up deals".

This along with 24/7 EVGA Support, extended warranty services and the award winning EVGA Step-Up Program make it easy to see why EVGA support is considered among the best in the industry. EVGA customers located in United Kingdom can call 01788 247 298 for direct support from today onwards."

Any questions on the new service please do let me know.

Thanks
Ben

 

[Ben @ EVGA]

Nice.

One little bit of feedback I have to give is I always want to buy EVGA, but when a new card is released your stock levels in the UK is almost non existent and are usually very late in cards stock coming through so I am forced to buy another brand. Hopefully you will be able to improve on this.

Hi

I really hope this will not be the case for the future.

I hope we set an example of this on GTX980Ti. We were 10 days ahead of all other AICs delivering the dual cooled solutions to the UK.

This should be a sign of things to come for the future. Hybrid/Classified cards will always be later, so I am afraid you will always wait for these high end versions but this is the same for same Lightning/Poseidon/Seahawk etc...

If you have issues in the future please do let me know directly as this really should not be the case.

Ben

 

[Ben @ EVGA]

Great news that its finally open.
Question Ben, will people who live locally be able to drop off their cards directly to the EVGA RMA office or have to send through the post? Only ask as Corsair have rented space at ** no competitors - EVH ** for their RMA office and even though I'm a 5 min drive away they still wouldn't allow me to drop of my failed PSU in person. Had to spent near £15 to send it in the post for a few miles up the road

Hi

This is a tricky one and a question I will ask for you of course but I would imagine it would be the same case for RMA units must arrive by postal courier.

I have been to the premisis on a number of occassions so far and all I can say is even the delivery drivers dont really like coming to the location. The track is a bit bumpy and a tight squuze, it is also private property, not a retail premisis like the retailor you mention above so I would imagine they would only like regonised delivery companies coming to make drops.

Of course I will advise if this is not the case but hopefully we have managed with our primary aim to reduce the shipping costs, instead of cost of shipping to Germany, now it is simply the UK.

The units should also be received faster from the time of your shipping so the time for your replacement product will be significantly reduced.

Thanks
Ben

 

[Ben @ EVGA]

Mine doesn't unfortunately. Hopefully they will get back to me.

Hi Spikey

I am looking into this at the moment from the US side while I am travelling here. Do you think you can forward me the original mail which was sent to you from our RMA department? We are just doing some checks and would appriciate this help if you dont mind, email ([email protected])

Thanks
Ben

 

[Ben @ EVGA]

Hi Ben, apologies for the late reply I've been at work, I will get this sent over now. Thanks

Hi Spikey

Thanks for the reply. I am out of sync time wise anyway as in the US till late Tuesday working with the US team. It is perfect, thanks for the help. We are looking into the error and will come back to you tomorrow.

Thanks
Ben

 

[Ben @ EVGA]

What's the turnaround speed within the UK guys? Was debating whether to post my card off tomorrow and was wondering if it was received on wed how quick I would get my replacement? Thanks

Spikey,

From time of receipt of the goods at UK centre this would be 4-5 days for you to receive the replacement unit for a normal RMA case

Thanks
Ben

 

[Ben @ EVGA]

What about Rma for one of my two 780ti kingpins bought from scan computers middle of 2014 but I didn't keep the invoice (I didn't think to keep it cause both gpus worked awesome at the time), I can't even remember my login details (email) to the scan computers site so I can't reprint my invoice.
Would an rma be possible..?

Hi

All of our RMA and warranty is linked to the serial number on the card. We of course do encourage customers to register their cards and upload original invoice but you can proccess your RMA as a guest RMA at the following link:

http://www.evga.com/support/guestregister.asp

Thanks
Ben

 

[Ben @ EVGA]

Is there 3 cooling systems for the EVGA GTX 970 ? ACX 1.0 / ACX 2.0 / ACX 2.0+ (im lead to believe) ?

Im looking to buy one but its hard to get one with ACX 2.0+. What model numbers should I look for ?

I dont want a fancy card I just want to play fighting games with a quiet fan.

The model numbers with ACX 2.0+ Cooling on GTX 970 are:

04G-P4-3975-KR - EVGA GTX 970 SSC
04G-P4-3978-KR - EVGA GTX 970 FTW +

I hope this helps you with what you need.

Thanks
Ben

 

[Ben @ EVGA]

So in theory they could stop the UK service anytime. I posted on the evga forum and they didn't reply. This is very unlike them.

We have introduced the UK RMA centre to support the growing size of business in the UK. Our operation just continues to grow here month on month year on year.

With further product launches this year, I am hoping this will also be a big success and lead to even more need for a local support centre in the UK for EVGA to support our loyal and growing customer base.

We have done quite a lot of advertising around the fact we now have a UK RMA centre, I will feedback for more information on our website though, for longer term, thanks.

The UK RMA centre has been a great success since we launched in December it is definatly here to stay and we now start looking to take this offering to other countires across Europe.

Thanks
Ben

 

[Ben @ EVGA]

UPS is horribly bad in the UK. DPD is a must

I am afraid as the returned product comes out from Germany where we have a superb relationship with UPS this will probably be continued for the foreseable future. I will feedback again your comments and concerns though they are all useful.

As the UK centre evolves and business continues to grow also this may change in the future.

For now it would be UPS delivering the returned unit.

Ben

 

[Ben @ EVGA]

My EVGA 780Ti just popped and i had a few questions:

How much is the advanced RMA collateral?

If i take the normal RMA, what's the return time like for the mainland UK?

Thanks

Hi Solly

Sorry to hear about the issues with your card. A few points for you on the return.

1) For the collateral we take the full value of the replacement card which we would ship to you. This would be the value we sell that card for on www.evga.com on the EVGA EU store.

2) For the normal RMA, upon the receipt and check of your unit at the UK RMA centre, that same day it will be loaded onto our system and replacement product released for shipment to you. Thus from receipt of your faulty product you should have your replacement within a week.

I hope this helps. Please mail [email protected] if you have further questions.

Thanks
Ben

 

[Ben @ EVGA]

Worldwide warranty

If I bought a new EVGA card in America (say a 1080) and something went wrong with it, can I RMA it to you guys in the UK?

Hi

Sorry for the delay in my reply.

As our warranty is a global warranty and it is linked to the card and not the owner then you would be able to RMA the card anywhere in the world, depending where you live.

Maybe this article would help you further:

http://www.evga.com/articles/00671/

Thanks
Ben

 

[Ben @ EVGA]

How long do the EVGA classified cards usually take after the reference card is launched?

Hi Nirk

I am only going off standard times but you are probably looking at first stocks around 6-8 weeks after the launch date and then usually it takes a little while for the volumes to ramp up so ensure you get your pre-orders in early if this is what you are set on.

Look out for the full EVGA line up being announced soon.

Ben

 

[Ben @ EVGA]

Last update:

Got the card a day early. It's a much better booster than my previous one, and runs a lot cooler too, so i'm guessing the paste on my old card had died.

So a good service from EVGA, but can you please replace UPS for deliveries? They had absolutely no idea where the package was for the most part, and kept changing the delivery day from weds to tues, and back again. It was only some good luck that someone was here to receive it today.

Hi Solly

Glad the RMA process was pain free for you, of course sorry you had a faulty product in the first instance.

I take on board your comments about UPS as we have had a few before this. I am afraid while our RMA team is in Munich (Germany) then we will continue to use UPS as this is the best service over there. However as we bring more into the UK there is a chance of this changing. As you know we now have a UK receiving address for RMA. I also just opened a UK sales office at the start of May for Northern Europe so things are happening so might not be UPS forever.

Thanks
Ben

 

[Ben @ EVGA]

Hmmm... wonder if I should get around to RMA'ing my 970 now it's going to be cheaper and quicker. It has a very small defect where it will shut the PC down, but it's really rare so I dunno if EVGA would find it faulty. If you go out onto the balcony in the first room in Witcher 3 and wait, the card resets the PC every time. I've also seen the issue in Unigine Heaven too, but in literally nothing else. Other people with the same card have reported the same issue on the EVGA forums. It's not a PSU issue btw, I can switch to a card which uses 30W more and no issues.

It's the GTX 970 SC ACX 2.0 (04G-P4-2974-KR).

Hi Fish

Of course if the card is causing you issues the first thing I would advise is to contact the Customer Support team for advise.

Tel - 01788-247-298 (UK landline rates) 24/7 support.
Email - [email protected] (European office hours response)

They may have some advise for you and if they are unable to solve your issue then will open an RMA ticket for you and offer you a replacement product.

I hope this advise helps you.

Ben

 

[Ben @ EVGA]

Just had my RMA approved for my G2 750W, hopefully I only have to send it back to the UK address.

All UK customers ship back to the UK address only!!

 

[Ben @ EVGA]

I think that return postage is paid by the customer.

You are correct, all customers have to pay the postage return of the units to the UK RMA centre. This is why we moved it back to the UK from Germany to save the costs for the customers. This is pretty standard across the industry I am afraid.

We do offer some exceptions to this but you would have to speak to CS about this, usually if the product is Dead on Arrival in the first 30 days of purchase.

Of course I'm happy to answer any more questions.

Ben

 

[Ben @ EVGA]

Hmmm my RMA notice has come through and it's asking me to send it to Germany.

I don't mind but a 4kg shipping could be expensive, even more so after I have left collateral for my Advanced RMA.

Hi Josh

This is an error in which case, even for Advanced RMA, you should be shipping your unit to the UK RMA centre.

Please can you mail to - [email protected]

Please send them your details along with your RMA number and tell them you live in the UK and thus were expecting to send the unit to the UK RMA receiving centre.

Please also copy myself so I can follow up: [email protected]

Sorry for this error.

Ben

 

[Ben @ EVGA]

Do you have a UK live chat facility?

How about advanced (receive first, send after) RMA replacements?

Hi

All Advanced RMA is also available in the UK and shipping returns to the UK RMA centre address only.

I am afraid we dont have live chat facility at present the next best thing here is the EVGA forums where usually you would get an answer to a query within 10 minutes.

Thanks
Ben

 

[Ben @ EVGA]

]

Done cheers Ben, it's not a major drama but if I can keep the cost down I would appreciate it.

Hi Josh

My colleague Markus should have replied to you, he will help you solve this error, sorry for the inconvenience.

Thanks
Ben