Shout Out for EVGA Support (+)

fireberd · 29 Nov 2016

I recently (finished the install Sunday) built a new desktop. I used an EVGA Supernova 750G2 Gold modular power supply. Two out of three SATA power connectors on one SATA power cable broke while dressing cables. I've never had this problem before on builds (and I've been a tech for over 40 years and built desktop PC's since the Vista days). I opened a support incident with EVGA Saturday, requesting a replacement cable. Sunday evening I got a response from EVGA that they would send out a replacement cable. When I receive the replacement cable it will be fully resolved, although I can't say the product is great as the connectors should not have broken that easily.

I would say that is rapid response, and faster than many vendors. I haven't got the cable or any shipping notice so I can't say they completely resolved the problem. But the rapid response and stating they would replace the cable is outstanding. I was a LAN/WAN Network and Hardware Help Desk Manager (until I retired) and probably harder on support than many because of my own support background and what I required of my hardware help desk techs. So to give a company an "attaboy" is good from me.

fireberd · 01 Dec 2016

Finally got a notice that a replacement cable is to be shipped, "within next 3 days". As its being shipped via snail mail it will not be a fast part replacement.

Response to the problem report, as I noted, was very good. Otherwise "ho hum".

fireberd · 15 Dec 2016

I have to change my evaluation of EVGA from "Plus" to "Minus". They responded promptly. I got a notice on Nov 30th that a replacement cable was ordered and to allow "3 days" for processing. It is now 15 days and no replacement cable and no shipping notice. I am no longer a "happy camper".

Dude · 15 Dec 2016

Sorry to hear about your bad experience. EVGA is usually top notch on support

fireberd · 16 Dec 2016

Their support response is outstanding. But, getting replacement parts is not. I sent support a message yesterday about the non receipt of the part and/or no shipping info. It was responded to within 2 hours. Another request is being processed by support for the replacement part. At this rate it will be after the 1st of the year, at the earliest before I get the part (If I ever do).

Based on this incident, I will not be buying anymore EVGA hardware.

fireberd · 20 Dec 2016

Finally, after waiting over two weeks, replacement parts arrived. They were shipped on the 16th. Took 16 days for parts to be shipped. Not very good, if someone was completely down waiting on a part or a replacement item.

Shout Out for EVGA Support (+)

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