Above and Beyond
BREA, CALIFORNIA -- A couple years ago, I decided that my old gaming PC (QX6700 CPU/SLI'd GeForce 8800GT video cards) was getting a little long in the tooth, as it was about 4 years old at the time, which is a good run for a gaming PC. I decided to hold off on the new build until Intel's Sandy Bridge CPU's became available. But I started picking up the other hardware in the weeks prior to Sandy Bridge release.
The old 8800GT video cards weren't going to cut it for the 1920x1200 res monitor I had, so I decided that I would get a pair of new video cards for the new build. I use Nvidia cards almost exclusively, I decided on a pair of EVGA GTX 470's for the new build. I try to use EVGA stuff whenever I can, as I've always had good experiences with them, and their tech support is in the U. S, their products sometimes cost a little more, but they are worth it IMHO.
Anyway, long story short I built my new gaming PC, and everything was fine for about a year and a half. Now the Fermi-based GTX 470 and 480 cards were known to run hot, mine routinely saw temps of 90 degree Celsius under load, and that was a concern, but apparently the TMax on those cards is in excess of 100C.
Last month one of the GTX 470's failed, but since the cards have lifetime warranty, I contacted EVGA about getting an RMA, I explained the troubleshooting I had already performed and the representative agreed that the card was defective. I was issued an RMA number and I shipped the card back to RMA. About two weeks later I got a newer GTX 570 as a replacement, while this was an upgrade, there was a problem, you cannot SLI a GTX 470 (I still had one working one) and a GTX 570 together.
So I called up EVGA, after a hold time of about 20 seconds, I was talking to a native-English speaking individual. I explained what the issue was, and without hesitation he said "Okay, what happened was we didn't have any more GTX 470's to send out as a replacement, so we sent you a GTX 570, but what we can do is send you another GTX 570 and you would just have to send us your working GTX 470 for exchange and we'll pay for the shipping". Sounded like a good deal to me. EVGA send me a shipping label, I shipped my working GTX 470 to them, and yesterday, another GTX 570 arrived at my door, I installed it and now my gaming rig is back to pulling down 80+ FPS in BF3 and laughing at Crysis.
I'm impressed, EVGA went above and beyond what they were obligated to do for me. The whole process went very smoothly.
The only quibble I have with it is that EVGA doesn't do cross-shipping unless you opt for the "Express RMA" when you register your product with them, and you pay ahead of time for the service whether you ever actually need it or not. IMHO one should've have to pay for that service when you take into account that they will already put a hold on your credit card for the value of the product they are shipping to you anyway. But that's just my opinion. Aside from that minor complaint, EVGA has continued to impress me