Complaints

• Initial Complaint

  12/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Bought PSU Unity of EVGA through **********, which claimed to have 10 years warranty through ****. The unit failed after 3 years exactly, tried to file for *** to replace the unit through warranty claim (****** said return period ended after one month of receiving the product and **** should handle the warranty). **** agreed to accept the unit for RMA process, under the condition that I ship the defective unit to their ********************** (from my address in ******* it's international shipment that would cost me 2x of the original unit price)

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an EVGA refurbished car for $295.69 . They only offered one year warranty for it and conveniently now that one year is over the card stops working. How convenient. My other video card from MSI still works after 10 years and *** used that one much more to game. This one Ive barely gamed since receiving it

  Business response

  08/29/2024

  I talked to the customer on the phone and he told me that he has replaced the products already and does not need any assistance from us (EVGA).  I offered to assist him if he needed help, but he said that it is resolved and no support is required.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two video cards from EVGA at the end of 2021. The dates of purchase are beyond the 1 year, but that isn't the issue. One video card was for $514 and the other for $578. I even purchased an extended 7 year warranty for close to $100.The problem is in 2022, EVGA announced they are exiting from the video card market. I bought these video cards as long term purchases from a company, EVGA, who was already established and I felt confident that I could fully trust their products. If I had known they were to exit the market, I would have bought the cheaper video cards directly from NVIDIA. I would like help in either returning the cards, one of which is still completely unopened or receiving a partial refund as I can in no way trust them actually warranting a card in the upcoming years as they don't even make video cards any longer. Please assist. Thank you.

  Business response

  02/16/2024

  We have reviewed this complaint and while we can confirm that EVGA has exited the graphics card market, but we are still offering other products and we still have repair facilities as well as we warranty our products for the warranty term.  If you should have a warranty concern, then please contact us at ************** or by email at Support@EVGA.com as we are here to help.  I do apologize however, as we can only offer refunds on products purchased directly from EVGA.com within 14-days of the purchase and if these items were purchased from another reseller, then you would need to check with them to see if they can offer you a refund.  We are here to help with warranty and support with the product.

  Customer response

  02/16/2024

  Thank you for the response but there is no way evga can guarantee support for a video card when they have left the market and no longer create video cards. I have no faith that my extended warranty will be honored in the future. 

  Business response

  03/19/2024

  I'm sorry you feel like we won't be able to support you for the span of your extended warranty. Please reach out to us directly at **************** and we can work with you to refund your extended warranty purchase, as that was done directly through us. Otherwise we're more than happy to support any warranty issues you have with either card during their normal warranty period. If the cards have a three year warranty, do remember that this is transferable if you sell the cards, so they tend to hold their resale value better than most other comparable cards.

  Customer response

  03/25/2024

  Hello and thank you for the response.  I appreciate the offer but I cannot accept it as it doesn't recognize the fact that I paid extra not only for the extended warranty, but for evga card when the 3060ti chipset. I could have bought the nvidia version for $400, about $150 less. With the extra warranty, I ended up paying about $250 more. If I had known EVGA was going to exit the video card market I would have definitely saved myself the headache and simply purchased the nvidia card for $400. Thank you.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an rtx **** ti gpu and it required RMA service under warranty. A defective replacement was recieved and trying to go through this process again is simply unacceptable. This situation has caused loss in productivity and halted my work. I originally purchased from EVGA because their reputation for customer service was good at the time, but clearly has changed since. To resolve the situation, I would either like a new replacement product to ensure the same problem will not occur again or a refund so that I can purchase a new product from another manufacturer.

  Business response

  02/16/2024

  I can confirm that we are here to assist this customer with their warranty on their product.  In this case I do see that they returned a graphics card that had failed testing and that we sent the customer a replacement that was working.  We can only assume that there may be another concern here as multiple failed cards can sometimes mean that the system may have another component which is possibly helping to cause these failures.  We do recommend checking that the power supply is working properly as it should be within 5% of 12V on the +12V rails as this can be checked in the ***** as this could lead to a failure with the cards over time and a direct cause of artifacting as mentioned.  If it turns out that the card did have a failure, we are sorry for this and we can help with a replacement through the warranty process as offered in November of 2023 with a prepaid label which has already been emailed to the customer to assist with all of the shipping costs.  If the customer would like to discuss this further, then we are here to help and please email us at **************** or call us at **************.  We are once again very sorry to hear that the customer is having a concern and we are here to help them with troubleshooting the concern and/or warranty if they would like assistance.

  Customer response

  02/16/2024

  
  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,
  
  *****************************
  
   
  

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 22nd of 2022 I purchased a video card and several other items from the company. The card was shipped with several defects causing me to issue an RMA immediately. The replacement card that was sent to me is now exhibiting the same issues that are known to be a manufacturing defect by the evga support community yet they have issued no recall on the cards. I am now having to process a second RMA on the same item due to a lack of quality control by the company. These **** come at a cost to the consumer of both time and money to return the product to the company. I feel the company was not acting in good faith with its sale of faulty goods under the promise of a reliable product.

  Business response

  02/16/2024

  We have reviewed this complaint, and we can confirm that these cards usually work as intended and while we are not sure why this customer is having a concern, we are here to help him.  I assure you that we are here to help the customer with warranty until 02/22/2025 when their 3-year warranty does expire on this product.  I can also confirm that all prior RMA requests have had the shipping completely covered by **** and that we have expedited replacement to the customer to avoid downtime to assist him beyond our normal process.  **** is unable to refund products after 14-days from the purchase date from EVGA.com, as agreed to when placing the order with us at EVGA.com, and as stated in the EVGA.com store terms at: ***************************************************; The component in question here seems to be the Hybrid cooler which has been in production for many years prior to this product with a proven track record for reliability and we are sorry to hear that this customer is having a concern with their unit, but we are here to help him with warranty if it is requested.  Please contact the **** Support Team at ************** or by email at **************** so we can assist you with troubleshooting any concerns that you may have with your product and if necessary, assisting with warranty.

  Customer response

  02/16/2024

  Thank you for your response to my complaint. While I can appreciate that EVGA has gone "beyond our normal process" this came as a result of me following up with the company to get that done after this complaint was filed. At the time of my original purchase from EVGA when I entered into the stated store terms and conditions that was with the mutually accepted condition that what I would be purchasing is a new product. The product that was intended to be new has since been replaced twice in the course of a year. The replacement parts that are sent are not new but rather remanufactured and while this is a servicable product it is not what we entered into an agreement to purchase. I understand that policy is not to refund outside of the 14 day window however I would argue that the terms of this sale were never met as the original product did not perform to your company standards and from that point on all subsequent products were not of the same "new" condition. The hybrid cooler type video cards more than air cooled require reliability as their are for all general purposes a single unit where air cooled units can have intercoolers more easily replaced by the end user. The reliability in this product is far gone despite the "proven track record" of the company there is plenty of supporting reports of similar issues from its customer base. I understand that it is outside the standard practice but I would ask the company to make a concession in allowing for a return of this product outside of its standard ********************************************************************************************************************** a functional state for the condition they were set to provide as the original "new" product needed to be returned as defective. 

  Business response

  03/19/2024

  I understand it's frustrating when you have multiple issues with the product and the replacements. We're definitely here to support you though. I can confirm that your first RMA request was made in April of 2022, predating your BBB submission by over a year and a half, and we responded to and assisted with the second RMA and a pre-paid *** label before ever finding out about your BBB complaint. 
  
  While the pump, is a common failure point on all-in-one cooled video cards, please understand that the pump, along with the fans, are the only moving parts on a video card, and as such is more prone to wear and tear than other components on a card. That said, failures are still rare, and while a search online may show multiple people with the same issue the number of failures are a very small percentage of all our Hybrid cards produced and well within the mean expected failure rate within the industry and does not constitute a widespread defect in the product.

  While unusual and extremely rare  to get multiple failures in a ******* can and does happen, and we're more than happy to help with warranty support. I also understand that you're unhappy with the replacements being recertified instead of new products. The warranty terms do indicate that any warranty claim is replaced with a recertified replacement, not a new replacement or a refund unless requested within 14 days of purchase. I do see that the first RMA was supported with a new in box retail product at the time, and the second RMA was a recertified product. Do note that as the 30 series was discontinued in late 2022, at which time we stopped producing graphics cards altogether. By the time of the second RMA in November of 2023, new product was no longer available, and all replacements would be recertified from that point on. Again we're more than happy to help with warranty support, and assisting with the shipping again. Just reach out to us directly so we can assist you more promptly.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a mouse from EVGA that has been faulty for months.I've reached out to their customer service team multiple times under ******************* and ************************* and have also emailed *******************. I've received lazy, borderline illegible responses from their support team and nothing from ***. The support agents clearly don't bother reading what I write.I want a replacement for my faulty mouse, and I don't expect to be out of pocket for it.This is your absolute final chance to rectify the situation, else I will simply buy a replacement from Amazon and return the faulty one to you in the packaging of the new one.

  Business response

  10/12/2023

  I'm sorry for the trouble you've had with your mouse. I see our ** team in ******* has been working with you to assist by offering pre-paid shipping, but as per our ** Terms and conditions found here - ***************************************************** - any potential taxes or fees would be the customer's responsibility. Unfortunately due to the complexities of ****** leaving the **, shipping can be very tricky and complex, so our ** team would be the best solution to discussing what those may entail. 

  Regards,
  EVGA

  Customer response

  10/12/2023

  As mentioned, your ** team are incompetent and provide copy/pasted responses with no actual help or understanding. Your head of customer service does not reply. Give me a proper solution or I will have no choice but to keep this complaint open.

  Business response

  11/02/2023

  Thank you for your response.  I am very sorry to hear that you are unhappy about shipping to Europe from ****** due to customs fees.  Please understand that we are unable to control the customs import/export fees from ****** to ** or vice versa, as this is a change made by your country.  In this case I am showing that our support has reached out to help you with a solution to your concern, and please do not hesitate to contact our ** support if you should have any additional questions or concerns.

  Customer response

  02/15/2024

   own an EVGA X15 mouse, which has already been replaced once due to the scroll wheel having a known defect. Upon approaching EVGA for a second replacement due to the first one developing the same defect, they have completely ignored all of my attempts at contact. As such, I have no choice but to contact the BBB so that EVGA finally pull their finger out and do their jobs.

  Business response

  02/15/2024

  The customer was assisted directly by our Europe team with his mouse.  If further support is needed with the replacement, then our ** team can be contacted by email at: ****************** or by phone at: *******************.
  

  Customer response

  02/26/2024

  I have contacted them as mentioned, and my last five emails have all been ignored. Therefore I reject their response as they have not responded to me when emailed.  

  Business response

  05/23/2024

  The ************* of EVGA has been in constant contact with this customer and we have made every effort to try and assist him.  On October 17th of 2023 we shipped this customer a replacement mouse to assist him.  However since then the customer continues to make claims that he has the same issue with the replacement, which is not a common complaint. Unfortunately it sounds likely that it is something else wrong with his system or software at this point. 
  
  In order for our ************* to try and help him we offered to assist him with shipping to return these mice for warranty, (the latest replacement mouse and the original mouse) in order to assist with another warranty replacement.  He has repeatedly told us that he is unwilling to ship these products for warranty support.
  
  We are more than willing to assist this customer as offered on 3/15 and prior, but please understand that since he is unwilling to move forward we are limited on our options.  If the customer has any additional questions or concerns then he can reach me directly at ********************** or by email at ********************.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an EVGA branded Nvidia **** 12GB graphics card on 3/11/2022. On 10/24/2022, I had performed an RMA exchange due to a faulty fan on the card itself. On 1/17/2023, another RMA was performed for the exact same issue where the fan was faulty. The *** that was given from this latest RMA exchange is also faulty (3 ***s over the span of a little over 1 year). This latest *** has exhibited the same fan issue that the first two ***s, and will no longer display video, thus being rendered completely dead. Currently the *** has been recently out of warranty, however, due to the nature of the faulty graphics card, I am either seeking a replacement or a refund of my purchase as I have had nothing but poor quality with this product.

  Business response

  10/12/2023

  I'm sorry for the trouble and confusion regarding the warranty period for your video card. As we discussed with you over the phone, the card does indeed have a three year warranty and not a one year warranty, so we're more than happy to assist you with the fan issue you're having. Thanks for taking our call and working with us towards a resolution! As always, if you ever have questions about your warranty status for any EVGA product please don't hesitate to reach out to us directly so we can assist you.

  Regards,
  EVGA

  Customer response

  10/12/2023

  
  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. Again, thank you ***** for working with me and providing clarity and candor on the situation. I look forward to working with you in the future should I need any further assistance.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  04/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I purchased and EVGA **** XC3 Ultra from EVGA. I had issues with it since the very start. Such as it turning on but showing no display no matter what I did. The worst part is that this card fried my pcie slot on my $400 motherboard and Im not able to use any gpus in the slot anymore. I would like settlement for this defective gpu and my fried motherboard.

  Business response

  10/12/2023

  I'm sorry to hear about your issues with your video card and motherboard. Please understand that the video card itself does not generate or provide power, but does receive up to 75w of power through the PCIe slot itself. Unless physically modified outside of factory specifications or is physicall damaged to the PCIe slot in a way that causes the card to short this power coming from the motherboard, it's not possible for the video card to damage a motherboard. If at all, it's usually the other way around, and that the card is damaged by a power delivery issue via the PCIe slot that ends up shorting out both the card and motherboard. The card is still under warranty so we're more than happy to offer a warranty replacement for it as long as there is no damage done to the card that would be outside our warranty terms, but I do not see any attempt to contact us directly for a warranty resolution to this case. Please contact us directly, and we'll be happy to help further!

  Regards,
  EVGA

• Initial Complaint

  04/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged twice for a video card warranty issue. EVGA says it was company policy although company policy is now changed. They dont have a copy of the old policy, or proof of my agreement to pay double the retail price. My credit card sided with EVGA and now I have a 4000$ ****.

  Business response

  10/12/2023

  I'm sorry for any trouble or confusion. At the time the Cross-Ship *** was submitted, it was the middle of a video card shortage and to dissuade customers from submitting fraudulent **** to get a regularly priced card and keep their original to sell at a grossly inflated price over our MSRP, we instituted an additional service fee on top of the normal collateral required by our Cross-Ship *** process. This service fee and collateral were both 100% fully refundable if the product was returned within the specified 30 day window, and exceptions could be allowed up to 60 days as necessary. Unfortunately in this case, the *** was submitted on 11/8/21 and no product was returned to us. We were not contacted until 8/31/22 about returning the product, which unfortunately is well outside the available window for a refund. As such, the replacement that was sent is treated as a b-stock purchase and carries a 1 year warranty, while the original product will continue with the remainder of it's warranty. The original card is still under warranty, and if an *** is still necessary, we are more than happy to process a Standard *** to get that replaced.
  
  Regards,
  EVGA

• Initial Complaint

  12/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was issued $73 USD in **** Bucks on May 6, 2020 due to extenuating circumstances because of COVID-19. (see image 1) I was informed at that time there was no expiry date. I logged into my account on December 7, 2022 to make a purchase on the **** online store and realized my **** bucks were gone.I did not receive any prior email, phone call, text, or mail indicating **** bucks expired even though I left all those contact methods on file with ****. My account had NEWSLETTER/MARKETING email disabled as I wanted to keep my inbox clean. However emails regarding expiration of store credit on my account is definitely not considered a newsletter/marketing email and such setting on my account is not applicable. The same can be said about things like changes to customer finances (***** as this), terms of service, account security, product recalls those are not considered newsletter/marketing emails.I contacted **** via on December 7, 2022. The company admits that they did not send email to me regarding **** bucks expiry. Spent around 1 hour on the phone with various agents.Got a call back from Customer Support Manager *********************** on December 7. Spent 30 minutes on the phone, no satisfactory solution was reached. ****** offered a coupon code for 30% off merchandise which is nowhere near as good as a store credit. Furthermore, it only applies to power supplies which is way more restrictive than the original store credit, essentially it was a discount code that only applies to one type of product. (see image 2) Spent over 90 minutes of my own and customer support agents time on the phone asking that such a credit be re-issued to me because I was not communicated about the expiry of it (as mentioned earlier this is not considered to be a newsletter/marketing type email, this is an important account related email that should bypass settings for newsletter/marketing).I would like the credit to be re-issued to me.

  Business response

  12/21/2022

  I apologize for the trouble and confusion. Please do note that the **** Bucks Terms and Conditions do indicate the program can be terminated at any time and for any reason. Also note that we did reach out to customers via email once a week for three months, along with having the info posted on our website. I understand you had opted out for our newsletter and offers, but we do have four options for contact that all four had been opted out for including the option for special announcements such as these emails. I can confirm that these options were set at the time of account creation and were not modified or changed by either **** or you at any time after account creation. 
  
  You indicated in your initial call that you wished to purchase a power supply with the **** Bucks, and asked us to instead send you a power supply for. The coupon code was offered as a compromise as we could not honor your request to send you a power supply at no charge. Unfortunately as this program no longer exists, we would not be able to re-issue the **** Bucks to you. I do see the coupon code was issued, so you are welcome to use that if you like.
  
  I'm sorry we are unable to assist with your request to have your **** Bucks re-instated. If you have any further questions or concerns, please feel free to reach out to us directly and we will be happy to assist!
  
  Regards,
  ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩