In my previous articles I mentioned my findings while looking for an AMD or an Intel processor, motherboard, and RAM for a PC build. Well I have recently
found out even more information, that has personally come back and bitten me in the backside. I recently had some problems with my motherboard,
( which I brought brand new and sealed in the box ) so I called the company that manufactured it, EVGA.
In the past, they have been a good company, mainly due to their 24/7 tech support, and their LIFETIME warranty.
Only after many phone calls, and having been given the run around by various techs there, I finally decided to email some of the managers at the company to
hopefully get an answer to my problem. Below is the email that I sent to them....
" I bought your product because of it's lifetime warranty, tech specs and various good reviews that I had read about it.
I bought my motherboard new, sealed in box and registered it when I got it. Now I am told that EVGA does not warranty
any of it's products if they are bought off of eBay. Customer service has not been able to answer my questions regarding
this. So the only other choices I see that I have are:
1) As a registered Top 5000 reviewer on eBay, submit a post as to how EVGA has not handled this matter,
and for no one to purchase, even if they are new, any EVGA products off of eBay.
2) As a PC builder, to never purchase or recommend your parts to any clients from this time forward.
3) As a board member of our online gaming organization, warn all members and visitors to our websites and servers, how this matter was not handled,
and suggest they do not purchase your products.
4) To register a complaint with the BBB in California, as no one at EVGA seems willing to help or answer my questions.
I do not wish to do these things, as your company has always produced innovative products and has, in the past,
had exceptional customer service. But the continued run around that I have gotten on the phone seems
to lead me to these choices. If you have an answer or solution to this problem, I would be happy to hear it.
Thank you for your time and consideration in this matter.
My Name "
Here are the responses I received back from them....
#1) From Joe Darwin <firstname.lastname@example.org>
" What are the questions that you have and I will try to assist you with the questions.
But per our terms and conditions of the warranty we do not warranty products purchased off of EBAY,
if I can assist in helping you get the product working that you purchased I will be happy to assist you.
Thank you and I look forward to more details on how to assist you. "
2900 Saturn St. Suite B
Brea, CA 92681
714.528.4500 ext 118
#2) From David Yakinian
" Dear Customer,
Thank you for contacting the EVGA Customer Service Team.
My name is David Yakinian and I will be answering your question today.
Sorry about the problems with the product. Our warranty is non-transferable. What this means is that if the product is bought from somewhere else and sold through ebay it is considered second hand. There are legitimate stores from eBay though such as Newegg, Tigerdirect and Mwave whom sell products from Ebay. ( Side Note: I did a search on eBay and could NOT find any of these stores. These stores ARE all legitimate "e-tailers", with their own web sites, and, as far as I know, have nothing to do with eBay. ) If you can get me an invoice from who you bought it from showing a valid purchase from an authorized seller than we can help you on the warranty. If you bought the item second hand off of eBay unfortunately we would not be able to help you with a warranty for the product. Here is the official limited lifetime warranty page as it states that it is good for ONLY the original purchaser of the item. http://www.evga.com/support/lifetime/default.asp If you have more questions or comments please let us know.
EVGA Technical Support
If you are unhappy with my performance please forward this email to my director with your comments; Joe Darwin email@example.com
#3) From Daniel Branton <firstname.lastname@example.org>
I can understand your frustration with your EVGA motherboard and unfortunately as previously stated by my previous technicians third party purchases unfortunately are not covered by EVGA and our lifetime warranty as per our terms and conditions. I understand this board was sold to you by an ebay seller on good faith that the EVGA warranty would still apply and this is something that unfortunately is very common on such sites as ebay, ubuy, craigslist and other websites as a means to increase the selling price of a product that is being resold.
This being said, I am willing to extend a one time warranty replacement so you can get a proper functioning EVGA product in exchange for your current motherboard. I will need you to proceede to your profile at EVGA.com and under your profile you will locate your evga product and select the submit RMA option. Once completed, please email your EVGA RMA ID directly to me with this email so I can manually process your RMA.
Please keep in mind that this is a one time replacement option for your ebay purchase and no further warranty coverage will be offered for this product or its replacement. In the future, I encourage you to visit one of our authorized resellers to purchase further EVGA products so you can take advantage of our Lifetime replacement guarantee as well as the EVGA exclusive Step-up program. I will provide links at the end of this email to both our warranty, as well as a list of resellers whom we sell our products through.
I really appreciate your understanding in this matter and do hope to hear from you. I will reply as soon as I receive your email on the next business day. In order to process your request efficiently I am also including an EVGA ticket number which you can use to reference this case if you have any further questions and I am unavailable at that time. Your RMA ticket number is ****** please provide this to your technical support representative if myself or another supervisor is not available. We will be able to assist you 24 hours a day, 7 days a week.
EVGA reseller list - http://www.evga.com/products/WhereToBuy.asp?t=Online
EVGA Lifetime Warranty information - http://www.evga.com/support/lifetime/default.asp
EVGA 1 + 1 Year warranty on selected products - http://www.evga.com/support/1+1/default.asp
Daniel Branton "
...... How about this Daniel Branton guy? He's going to replace my motherboard, BUT even though it's a brand new motherboard they are sending me,
EVGA WILL NOT WARRANTY THIS BOARD?!?!? What the heck is this? Customer service from Bizarro world?
What all of this seems to be riding on is ONE LITTLE WORD on EVGA's product warranty information page.
Here's the section from their page...
" For our retail Graphics Card and Mainboard products purchased on or after June 22, 2005, EVGA will provide a limited lifetime warranty to the original purchaser of each retail product that the product will not suffer, in material or workmanship, from any defect that adversely affects the performance of the product. This limited lifetime warranty is valid for the life of the retail product, so long as the original purchaser owns the product, based upon the following conditions:
* All EVGA Products purchased ON or AFTER November 1, 2006 MUST be registered within 30 days from ORIGINAL DATE OF PURCHASE to receive limited lifetime warranty. (All products not registered within 30 days will ONLY receive a 1 year limited warranty.)
* Removal and or Defacing of Serial/Part number sticker(s) on ANY EVGA products WILL void ALL warranties.
* ALL Defective products sent in for RMA replacement MUST INCLUDE A COPY OF THE ORIGINAL INVOICE / RECEIPT. (Products NOT including invoice/receipt will be returned to the customer at customers expense.)
* Limited Lifetime Warranty is for all retail Graphics Card and Mainboard products ending in the part numbers A1, A3, AR, AX, BR*, BX*, DR, DX, FR, FX, SG, SL, or S2.
* [Replacement products are shipped out as BR or BX and will carry the same limited lifetime warranty that your original purchase had based on your registration.]
** [The Limited Lifetime Warranty does not apply to the inDtube product.]
* All retail Graphics Card and Mainboard products ending in the part number K1 receive a limited 3 year warranty when registered within 30 days from ORIGINAL DATE OF PURCHASE.
* There is no physical damage to the PCB, GPU/chipset, or components that are caused by: Damage due to improper installation, damage during modification of any kind, damage during any type of Aftermarket cooling installation, and water damage of any kind."
... Did you guess what the word was? The word is RETAIL. So as the above letters from EVGA state, if you buy one of their products off of eBay, EVEN IF IT IS BRAND NEW,
you will NOT have any type of warranty. ONLY if you buy one of their products from a "brick and mortar" store or one of their registered online e-tailers ( i.e. Newegg.com, Tiger Direct.com, etc. ) will you get a warranty. Now I could have understood their reasoning if the motherboard I purchased was second hand, open box, or a used item. But not when it was brand new, in the box, and never opened or used!
And this makes me wonder about my prior articles. Before this experience, I had understood that a "new" item, came with the warranty from it's manufacturer. But now it seems that all it takes is one word,retail, and that warranty vanishes into "legal" thin air. So what does this mean for you the consumer, buyer, or bidder on eBay?
Well, I can't speak for any other companies on eBay, but from this experience, the emails I received from their managers, and the warranty they have listed on their site,I WOULD NOT BUY ANY EVGA PRODUCT LISTED ON eBay. And before I did purchase anything else on eBay, unless it was from an "eBay retail store" with a warranty clearly shown on their site, and in the "description" of any of their products listed for sell/auction, I would be sure to contact the manufacturer and ask them any questions concerning the warranty.
So always remember "Caveat Emptor" ... Buyer Beware! Be sure to always
research the product and ask seller any questions you may have before
purchasing an item, ESPECIALLY THE WARRANTY!!!
Also remember, it is YOUR hard earned money that
you are spending with them. So never let any seller act as if they are
doing you a favor by answering your questions/concerns. They are here
for YOU, the consumer, NOT the other way around. After all, you can
always take your money somewhere else.
Thank you for reading this guide, I hope it helps you with any of your purchasing decisions.
If the information in this guide has been helpful to you, then please click the YES button located below.
P.S. If you would like to file a complaint with the Better Business Bureau against EVGA, you can do so at the link below.
Better Business Bureau of Los Angeles, California... https://odr.bbb.org/odrweb/public/cibrbusiness.aspx?e=4341403&id=46a6a9cd-5402-454e-9476-e4df22e6f371&site=113
You can check out EVGA's rating with the BBB here.... http://www.la.bbb.org/BusinessReport.aspx?CompanyID=13130989
Their rating has DROPPED to a C+... I wonder why?
Lifetime Warranty-NOT if it's EVGA
February 16, 2009
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