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EVGA and the pitfalls of the “Advanced RMA” – when the manufacturer suddenly becomes a scalper himself and this RMA is therefore worth nothing

Disclaimer: The following article is machine translated from the original German, and has not been edited or checked for errors. Thank you for understanding!

What we will read in the following is unfortunately real and the (for the time being) last chapter of an EVGA GeForce RTX 3080 FTW3 Ultra Gaming, whose fan control dropouts along with the accompanying howling and black screens we have already experienced and described in the article linked below. It is only logical that the now not so happy owner complained about this card to the manufacturer. What happened in the process, however, probably didn’t. And that is exactly what should be reported on.

EVGA GeForce RTX 3080, RTX 3090 and (not only) New World – when design flaws cause graphics cards to run amok

As a reminder, the following picture shows once again the EVGA shop, where this card is offered by EVGA for around 782 Euro net, which equals around 931 Euro with VAT included. We’ll have to keep that price in mind, because it’s about to play a role. There is no need to discuss about the availability of such cards at the moment, but about the need of those who need this card not only for gaming, but also for working in their home PC. And home office without a graphics card is actually hardly possible.

The buyer I’ve been in contact with since this misery began bought this card from Alternate in November 2020. At just under 986 Euros, it was only just above the MSRP from the EVGA shop at the time, so it was actually well in the running for one of the new pixel accelerators. Exactly such an invoice is needed to claim an RMA or maybe even an “Advanced” RMA from EVGA, which EVGA likes to advertise.

This express RMA, which ultimately also implies the term fast, is per se a really customer-friendly thing when it comes to being able to continue working without much downtime if possible. this is exactly what is not criticized here, but one could certainly recommend it to other manufacturers for imitation. I will now quote verbatim from EVGA’s own published guidelines for this so-called Advanced RMA:

The EAR program involves EVGA shipping you the replacement product first! This program is available for all registered EVGA products under warranty, helps reduce the downtime of your system, and let you, our valued customer, deal with EVGA directly so we can make sure you receive timely service. The program requires a collateral payment to be made for the value of the card, a replacement product is shipped to you, and you then have 30 days to return the product for a refund of the collateral payment….

 

Sound good? Yes, it is. If it weren’t for the minor annoyances of moving and the question of bail. But let’s proceed chronologically to understand the buyer’s displeasure. In order to be able to make use of this express RMA (EAR) at all, one must of course first request it. The buyer also did this and then received confirmation in the form of an RMA number for the now initiated process.

Then the joy was still unbroken, because everything looked like a really unbureaucratic and quick solution. That this is only possible on presentation of his contract of sale (see above) is also beyond question. Therefore, the copy (unredacted) was uploaded directly through the home page form.

What followed, however, was a brutal disillusionment, because when paying the deposit via PayPal, EVGA suddenly called neither the RRP, nor the purchase price, but a handsome 1728.20 euros for this card as a security deposit, so that the exchange product can be shipped at short notice. But that’s a whopping 175% of the purchase price, or even 185% of the current list price on the EVGA homepage! Even if it is “only” a deposit, the demanded sum makes one quite speechless and leaves the customer helpless in the rain. Because gone is gone for now.

 

You have already paid almost 1000 Euro and you have to make another 1700 Euro loose to get an exchange at all? Because gone is gone and not everyone has this amount of money left over as play money, because at the end of the day, from his point of view, it’s nothing more than a kind of interest-free loan to EVGA and the money is gone for the time being. Especially since the amount of this payment exceeds even very significantly the price that scalpers and various freeloaders currently demand on Amazon Marketplace. EVGA even puts itself at the forefront of those who see prices more as an object of speculation.

And what does the customer do in such a case? He gratefully declines and goes the normal RMA route, including the fact that he probably needs another solution for his PC in the meantime.

What can we learn from this? Here the manufacturer tries to keep away the buyer from the full-bodied advertised fast RMA by artificially high held and absolutely utopian seeming security deposits. By the installation of such extreme financial hurdles, which were screwed up to 185% of the self offered purchase price on the homepage, the use of such a service is thus only something for customers, to whom the money sits loosely enough at this point, in order to be able to make such a thing at all. However, it is not for those who have saved up for such a product over months and for whom the financial corset is much too tight to have such a sum of money to spare.

This is exactly why this rush RMA is actually completely unnecessary and even holds a bit of social dynamite. Because to want to make (temporary) capital out of the misery of the customers is already annoying, but here to want to gallantly shirk the generosity they themselves have entered into is almost shabby. And so, in the end, many an alienated and deterred customer may become the buyer of a significantly cheaper replacement product, which could even be sold at a possible profit after the normal RMA has been completed.

 

Lade neue Kommentare

B
Besterino

Urgestein

5,293 Kommentare 2,181 Likes

WOW. Da würd ich als Betroffener EVGA aber mal ein paar saftige Zeilen schreiben, die dann wahrscheinlich postwendend in der Rechtsabteilung wenn nicht gleich beim externen Anwalt landen würden.

Antwort Gefällt mir

s
stefan00166

Mitglied

18 Kommentare 3 Likes

Ich kann beide Seiten verstehen!

Stellen euch folgendes vor:

Ich kaufe eine Karte damals um 1000
Anschließen wo die Preise hoch sind mache ich eine Eil-RMA auf zahle wieder 1000.
Ich schicke keiner der Karten zurück und verkaufe eine.

Juhu die Erste karte ist damit fast gratis

Antwort 3 Likes

g
gadgetfreak

Mitglied

21 Kommentare 12 Likes

So etwas nennt sich Betrug und dafür gibt es entsprechende Verfahren in unserem Rechtssystem, das ist kein Grund der vom Hersteller solch eine Vorgehensweise notwendig macht.
Da könntest du genause beim "großen Fluß" eine Grafikkarte bestellen und nur einen Backstein zurückschicken. Und da der "große Fluß" üblicherweise das Geld erstattet sobald das Paket bei der Post abgegeben wurde, hättest du, für kurze Zeit, eine kostenlose Grafikkarte...

Antwort 6 Likes

Megaone

Veteran

117 Kommentare 72 Likes

Naja, die Logik ist doch arg Grenzwertig. Erstens könnte man eine mögliche gerichtsfeste Nachforderung in den RMA Bedingungen festschreiben und zweitens wäre EVGA im zweifelsfall immer noch mit 1000 Euro pro Karte gut bedient. Drittens sind nicht alle Kunden Betrüger. Hier sind Sie im ersten Schritt jedenfalls Opfer, die man nun noch vereimert. Mit der Argumentation machst du den Bock zum Gärtner

Antwort 3 Likes

g
goch

Veteran

335 Kommentare 112 Likes

Ich kann die Aufregung ehrlich gesagt nicht verstehen Die Kaution dient als Schutz, damit dieser freiwillige (!) extra Service des Herstellers nicht mit krimineller Energie ausgenutzt wird. Das macht nur Sinn, wenn die Kaution in etwas auf Höhe des aktuellen Marktwertes der neu versendenten Karte liegt - die UVP oder die Zahlung spielt dabei keine Rolle.
Möchte oder kann man diese Kaution nicht bezahlen (DAS kann ich wiederum vollends verstehen), hat man ja die Möglichkeit die normale Garantie Abwicklung zu benutzen, ergo erst das defekte Produkt einschicken und den Austausch zu erhalten.

Zitat aus dem genannten Link: "Sobald Sie eine Kundendienst-Anfrage stellen, haben Sie die Möglichkeit entweder eine Standard-RMA oder eine Eil-RMA über den EVGA-RMA-Link auf der Internetseite durchführen zu lassen."

Der Kunde hat hier die freie Wahl und bekommt einen extra Service angeboten - was will man denn noch mehr.

Zudem schreibt bietet EVGA, laut deren Bestimmungen, auch noch an einfach eine Kreditkarte zu hinterlegen, die nur zur Sicherheit dient und nicht belastet wird, wenn das Produkt rechtzeitig zurück geht:

  1. Upon approval and receipt of RMA number, you must enter collateral in the form of a credit card number (please note: you will not be charged at the time of collateral, EVGA will keep this information on file until after the RMA is complete).

Ich finde es persönlich einen guten Service und einen Hersteller hier deswegen so in den Schatten zu stellen, hilft uns allen nicht - dann wird es diese Optionen nicht mehr geben. Der, dem der schnelle Austausch und bessere Service dann wichtiger ist, als einmal kurz eine Kaution zu leisten (noch nicht einmal zwangsläufig monetär!) schaut dabei dann in die Röhre.

Antwort 7 Likes

Klicke zum Ausklappem
g
goch

Veteran

335 Kommentare 112 Likes

Eben nicht! Welche Möglichkeiten hat EVGA denn in dem Fall? Welchen Preis können die denn in erster Instanz zurückfordern?

Außerdem ist das ganze sehr zeitaufwending und komplex, und bei den aktuellen Verfügbarkeiten der GPUs finde ich es aus Unternehmenssicht nur absolut richtig, das Risiko einzudämmen und nicht auf einen möglichen rechtlichen Weg zu hoffen.

Antwort 3 Likes

M
Milchspende

Mitglied

27 Kommentare 3 Likes

Meistens wirkt sich schlechte PR auf sozialen Medien besser und schneller auf sowas auf, als ein Anwalt oder die Rechtsabteilung

Antwort Gefällt mir

Sinatra81

Veteran

449 Kommentare 197 Likes

Und wie ist die Geschichte ausgegangen?

Antwort Gefällt mir

LurkingInShadows

Veteran

450 Kommentare 130 Likes

Du hast den Mailverkehr gelesen?!?

Antwort Gefällt mir

Sinatra81

Veteran

449 Kommentare 197 Likes

Ja und ich kann nicht erkennen ob er jetzt eine neue hat oder nicht.

Antwort Gefällt mir

Danke für die Spende



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About the author

Igor Wallossek

Editor-in-chief and name-giver of igor'sLAB as the content successor of Tom's Hardware Germany, whose license was returned in June 2019 in order to better meet the qualitative demands of web content and challenges of new media such as YouTube with its own channel.

Computer nerd since 1983, audio freak since 1979 and pretty much open to anything with a plug or battery for over 50 years.

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