Text 18576, 63 rader
Skriven 2007-06-08 13:39:44 av Rich Gauszka (1:379/45)
Ärende: EVGA - refusal to honor warranty is confidential?
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From: "Rich Gauszka" <gauszka@dontspamhotmail.com>

we won't honor the warranty and you can't tell anyone about it? EVGA parent
company of the NSA?

http://weblog.infoworld.com/gripeline/archives/2007/06/evga_rejects_wa.html

It's bad enough when a vendor stiffs you on warranty repair. But graphics cards
vendor EVGA recently added insult to injury with a form letter telling a reader
that its refusal to honor his warranty was confidential.

"You may want to warn your readers who might be considering an EVGA graphics
card -- my experience has not been good," the reader wrote. "An EVGA GeForce
7600GS 256 MB graphics card failed after about one month. Contacting their tech
service, they readily recognized the problem - artifacting -- and
'encouraged getting a RMA.' I got the RMA and sent the card, noting that one
small coil showed partial melting of its plastic covering."

"A few days later, EVGA tech service advised they could not process my RMA
because the card had been 'damaged due to mishandling.' I contacted EVGA to ask
about this and was told the PC board was damaged. I told them it was not
damaged when sent from here, and asked if the package showed damage in
shipping. This was never answered. I telephoned the Tech Service Manager,
discussed all the previous communications, and asked the RMA be reconsidered,
which he agreed to do. When no response was received, I escalated my request by
emailing the Customer Service Manager describing the problem, but received no
reply. I then emailed the Marketing VP, but got no reply, so I attempted to
telephone him, but was never able to make contact. Several days later the card
was returned to me with a form letter listing many possible "reasons", none of
which made any sense in this case."

What made even less sense to the reader was the final paragraph of the form
letter, which read:


"Confidentiality Warning: This e-mail may be privileged and/or confidential,
and the sender does not waive any related rights and obligations. It is
intended for the named recipient(s) only. Any distribution, use or copying of
this e-mail or the information it contains by other than an intended recipient
is unauthorized. If you received this e-mail in error, please advise me (by
return e-mail or otherwise) immediately and do not disclose the contents to
anyone or duplicate."

Of course, one perplexing aspect of this was the fact that it wasn't an e-mail
at all, but a form letter. But whether in a letter or an e-mail, what gives
EVGA the right to tell the reader he can't share this information? It would be
a neat trick if you could get away with it - give the customer some bogus as to
why you're not going to honor their warranty, and then tell them have to keep
it a secret.

Fortunately, the reader decided he could indeed share his EVGA experience, and
not just with me. "I have had the card examined by two independent tech service
personnel, telling them only that the card had failed. Both responded that at
least one circuit component had overheated due to overclocking by the card
design. One commented that he recognized this card as having a reputation of
frequent failure due to the overclocking design. I pointedly asked if the card
showed any sign of mishandling or PC board damage, and was advised it did not.
It is my belief that EVGA is fully aware of a faulty design, and has determined
not to make any concession, exchange, or replacement. I will not purchase
anything further made by EVGA, and will advise others to avoid them also."

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