7900GTO damaged upon arrival!

[Icepick]

I received the parts I ordered from Newegg for my core2duo build. The only problem is that I can't boot my PC for lack of a video card.

The card I chose was the EVGA 7900GTO. I ordered it Sunday night, minutes before it sold out. When I pulled it out of the box last night the first thing I noticed is that it is physically damaged. The aluminum heatsink fins at the end of the card (near the power connector) are bent and crammed down into the black heatsink that is attached to the PCB. Additionally, there is a big capacitor with purple writing on it near the power plug and it has a huge dent in the top of it. I'll post pics when I get home this evening.

I came very close to firing it up in my new rig to see if it would work anyway. I actually did install it into the slot but, stopped short of powring up my new PC. I decided against taking the risk since the damage is close to the power connector. I don't want to take the chance of it damaging my e6300, p5b-e or Corsair 520HX.

The thing is, the retail box is not damaged anywhere whatsoever. Since the box is in perfect shape this leads me to believe that this was damaged prior to being packaged at the factory. I wonder if this means that the 7900gto really is nothing more than a defective 7900gtx as some have asserted. Either that or quality control is lacking.

I've actually got a call in to EVGA now but, I have to wait for their RMA dept. to get back to me with approval and instructions.

Should I RMA it to Newegg or EVGA? Newegg is sold out of the 7900GTO so I wonder what the outcome would be. I wouldn't want them to try to force a lower performing 7900GT on me and don't want to pay extra for another card.

Edit: 10/28/06 - Pics!
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Edit: 10/31/06 - After the post from SteelSix I think that this was most likely caused by a bad packaging job from Newegg. The box had only a thin layer of peanuts on the bottom and they left a LOT of extra space inside the box. I just hope my other components work when I fire up the PC next week when my video card gets RMA'd. This is turning into a disaster!

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***Edit 11/1/2006 - RESOLVED***
The NeweggSupport person who sent me the PM here on the forums contacted shortly after 17:00 EST this evening. He was very polite and pleasant over the phone. He offered to grant me a full refund for the card since it was sold out. I indicated that I'd rather have them ship me a new card so that I could get to work on building my new computer.

Get this, (this is so cool) - he asked ME what would be a good replacement for the 7900GTO. I initially mentioned that the 7900GTX would be a nice alternative. It's got the same core GPU on the same PCB, heatsink and dimensions - just has underclocked memory. Unfortunately, since it was priced at over $400 it was out of the question. My next suggestion based on what they had in stock was the EVGA 7950GT KO SC and he agreed to that. This 7950GT performs just under the 7900GTO and stays within a few FPS in the benchmarks I've seen so I'm sure I won't notice a performance difference.

It gets even better. They're going out of their way to get this card delivered ASAP. We missed the cutoff time to get the card shipped out of their NJ warehouse in time for delivery tomorrow but, I've been assured that it will be here by Friday and Newegg is paying for shipping!!!!

I must say that Newegg rocks! I had a response to my PM here on the forums the same day and had a resolution within hours. I have never seen another e-tailer or manufacturer provide this high level of service. I'll definitely do business with Newegg again and feel secure knowing that they'll always be willing to provide EXCELLENT customer service.


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[Icepick]

LOL! After seeing this thread maybe I should return it for a refund and go with an X1900XT instead :laugh:
http://forums.anandtech.com/messageview...atid=31&threadid=1949889&enterthread=y

 

[Vinnybcfc]

I would return it that seems crap, speak to EVGA and get a new one.

I dont think they are defective 7900gtxs though; this could of happened with any card just happened that some idiot stepped on it or some other accident happened to it and quality control missed it.

 

[Icepick]

Yeah, you're probably right. The defective GTX thing is just wild speculation on my part. Just curious to see what others think about the issue.

 

[SKoprowski]

I would RMA through eVGA. Since GTOs seem to be exhausted now you may be rewarded with a replacement that may be faster EVGA has been know to do that.

Scott

 

[Icepick]

Originally posted by: SKoprowski
I would RMA through eVGA. Since GTOs seem to be exhausted now you may be rewarded with a replacement that may be faster EVGA has been know to do that.

Scott

Then EVGA it is!

 

[XNice]

Yea, I have heard from the OCP forums that EVGA might replace the GTO's with 7950GT's if they can find any GTO's in stock. Just a FYI.

 

[Maxspeed996]

7950GX2 FTW!

 

[Icepick]

Well, I called EVGA back today and spoke to their video card tech support. They instructed me to handle this through Newegg and to only request RMA from EVGA if Newegg is unwilling to cooperate. I called Newegg and they are going to initiate the RMA. They told me that it would take 3-5 business days to process. They'll either replace it with another 7900GTO (unlikely since it's been out of stock so long) or offer a comparable item. In my opinion, the closest comparable item would be the EVGA 512MB 7950GT. That card will perform the same as the 7900GTO. Hopefully they agree.

I'm a little bit unclear as to the process but, I think that they're going to cross-ship. I guess that they will ship the card within 3-5 business days and then UPS will just show up at my house to collect my damaged video card some time.

If anyone has ever RMA'd anything to Newegg before is this how it works?

 

[Icepick]

Bump. Anyone know what I can expect from Newegg's RMA process?

 

[Deinonych]

Originally posted by: Icepick
Bump. Anyone know what I can expect from Newegg's RMA process?

The one time I had to RMA an item (PSU had a noisy fan), it went smoothly. They crossed-shipped the PSU (had to give them my credit card to do this), so I didn't have any downtime.

Hopefully your experience will be similarly positive.

 

[Keysplayr]

Originally posted by: SKoprowski
I would RMA through eVGA. Since GTOs seem to be exhausted now you may be rewarded with a replacement that may be faster EVGA has been know to do that.

Scott

They really do. I RMA'd a 5900nu, and they sent a 5900Ultra. I was camping in the happy woods.

 

[lopri]

I'd think they still have some GTOs in stock just for the occasions like this.

 

[AndrewL]

Originally posted by: Icepick
Bump. Anyone know what I can expect from Newegg's RMA process?

I had to rma an x800xl once, I cant remember exactly why i think it just didnt work. Anyhow I think they just gave me a cash refund because the card didnt exist anymore. All in all i ended up getting a better x800xl with some free included games (newegg didnt include them just came with the card). I was pretty happy.

I dont know if they will do that anymore but newegg is known for their customer service so whatever you do it probably wont be a hassle. Good luck.

 

[Icepick]

Here are some photos I took for the EVGA tech support rep when I reported the damage on Thursday night. You can clearly see the aluminum heatsink fins crammed down into the black heatsink on the PCB. They also show the damage to that capacitor. It seems like something heavy was rammed down onto the card. Since the box was completely undamaged I can only conclude that it happened in the factory just before it was packaged.

pic 1
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[Navid]

Was the eVGA box sealed?
Is there any damage on the eVGA box?
If not, I don't see why Newegg should pay for it!

Contact eVGA and include these pictures as well as pictures of the undamaged box. They will replace it for you.

 

[Dainas]

Wow, looks like someone stomped on it.

 

[Icepick]

Originally posted by: Navid
Was the eVGA box sealed?
Is there any damage on the eVGA box?
If not, I don't see why Newegg should pay for it!

Contact eVGA and include these pictures as well as pictures of the undamaged box. They will replace it for you.

I agree with you. I contacted EVGA first and have gotten mixed responses. The first guy I spoke with (night shift) told me to send pics and then they would forward them to the RMA dept and respond with an answer. I actually sent pics to two guys on the night shift and haven't heard back from them. Yesterday when I called EVGA the guy I spoke with told me to go through Newegg instead and only go back to EVGA as a last resort. :roll: He sounded shocked that the other guys didn't tell me that from the beginning. This is leaving me a little bit confused.

Newegg said they'd put it through their RMA process and get back to me with a response in 3-5 days. Waiting is the hardest part. It is also making me feel helpless that I can't do anything to rush it along.

 

[Icepick]

Originally posted by: Dainas
Wow, looks like someone stomped on it.

Yeah, except for the dented capacitor. Somthing with a pointed edge hit the capacitor and put a nice dent in it.

 

[nitromullet]

Odd, every eVGA card I've owned had it printed inside the flap of the box that they wanted you to RMA defective cards through them, and not the retailer. If I bought the card locally, I usually have just taken it to the retailer though. If I order online, I would returm it to eVGA. As far as the money goes and who eats it, I'm sure that Newegg just sends the cards to eVGA anyway. They basically do the RMA for you if you return it to the retailer.

...I've also RMA'ed something to newegg that they were no longer stocking, and they just refunded my money... no big deal. Newegg is easy to work with, and so is eVGA.

 

[Icepick]

Originally posted by: nitromullet
Odd, every eVGA card I've owned had it printed inside the flap of the box that they wanted you to RMA defective cards through them, and not the retailer. If I bought the card locally, I usually have just taken it to the retailer though. If I order online, I would returm it to eVGA. As far as the money goes and who eats it, I'm sure that Newegg just sends the cards to eVGA anyway. They basically do the RMA for you if you return it to the retailer.

...I've also RMA'ed something to newegg that they were no longer stocking, and they just refunded my money... no big deal. Newegg is easy to work with, and so is eVGA.

Cool. Maybe I'll try to deal with EVGA again then. I told the EVGA tech about that message inside the box and he said to disregard it because it was only there to "Make people feel comfortable about calling EVGA if their retailer refused to work with them. :roll:

I'm really not trying to benefit from this. I really just want my 7900GTO. If they can't get that to me then at least something comparable in performance like a 7950GT(512MB).

 

[nitromullet]

My advice with any RMA: use a web form or email if possible... You tend to get less conflicting stories when you don't actually talk to a human. Basically, what I would have done in your shoes is fill out an RMA form on eVGA or Newegg's site saying that the card was physically damaged inside the box. If they asked me to take pics I would have just told them I don't have a camera, and that they could check it out when they received my RMA... easy peasy... It's not your fault that you received a damaged product.

 

[Icepick]

I just got off the phone with EVGA tech support and they advised me again to RMA the card through Newegg. They said that Newegg will cross ship me a new card. EVGA does not cross-ship and they will not pay for the shipping charges (both ways). I'm going to RMA through the 'egg.

They also told me that EVGA is currently manufacturing more 7900GTOs so there will be more coming . I have no idea when. :roll:

 

[jkyle]

Yep sadly EVGA has this rep of excellent support. My rma to them was anything but. Its expensive you have to pay shipping both ways and slow and every time you call them for info you get a different answer. I would advise going thorugh newegg if at all possible.

 

[Hauk]

Having worked for UPS claims, I've seen many a crushed packages, and many damaged internals where outer box was in perfect condition.

It's completely possible to have physical damage to goods inside a box without the box sustaining damage, especially when other, perhaps heavier, items are packed along side an item within a shipping box. Look at the EVGA packaging. The plastic shell and box will allow force to be exerted on the heatsink right? You give me a sealed retail box, and I'll produce that type of damage and hand the box back to you with no visable damage to the box.

It's very possible the card was damaged in shipping. You said other components were shipped with the card? Allowed to move around inside a shipping box with other items, anything can happen. I know it seems crazy, the EVGA box and shipping box being in tact. But it happens.

What items were packed along with the card inside the newegg box??