NVIDIA Step-Up: Got 2 used cards!

[Whizzard9992]

UPDATE: EVGA support confirmed that the first card was simply a mistake and the second card arrived recertified because it was logged as an RMA instead of a step-up. I did finally receive a new GTX 480 complete with accessories, and the other two cards are going back to EVGA via UPS which EVGA paid for. This appears to be an isolated "unfortunate series of events" stemming from the 470 leaving EVGA with a 480 sticker.

Life (Business?) is 10% what happens and 90% how you deal with it. Something went awry, EVGA did everything they could, and I ended up with what I paid for. Check out the details here. Thank you Anand and thank you EVGA.

I would recommend the step-up program to anyone interested and highly recommend EVGA.




Okay this has been a nightmare so far, and I need help. How can I prove definitively that the card has been used BEFORE I put it in my computer?

I bought the GTX 470 when they first came out. I opted for the step-up program because I really wanted the extra performance of the 480.

When I first got the package, it was a GTX 470 box. I contacted nVidia support, they asked me to send them pix of the box and serial numbers. Then I noticed that the card and box had GTX 480 part numbers. Support told me it was 'definitely' a 480, so I opened the box. It was a 470 with 480 stickers, and it was obviously used (protective film had been removed, there was a sticker where the film was, and the PCIe connector had scratches on it).

I struggled with tech support via e-mail so I finally just called them and the shipped me overnight a GTX 480. I opened the box and found a 480, but there were no other parts packaged with it. I pulled it out of the anti-static bag and inspected it closely.

The metal part where the DVI connectors are had some discoloration (from heat?) and the PCB is also discolored in some locations. It could be just solder resin, bit it looks to be bubbling from heat.

I'm definitely aggravated at this point. Since my PSU lacks the 8-pin power connector (I was expecting one in my "new" GTX 480 box) I can't even fire this thing up to test it.

Is there any way I can tell difinitively whether or not this thing's been used before I give EVGA support another round of hell?

 

[Hauk]

Did you take pics of the 470/480 issue for EVGA? If so, please share. It really was a 470 with 480 stickers? What kind of sticker was "where the film was?" You sent it all back? They sent a 480 in an anti static bag only? Is there more to this story? Seems, odd..

 

[Matrices]

Does the service even claim that you will receive a new card when you do Step Up? Double-check the fine print.

Also, I don't know what kind of PSU you are using, but if it doesn't even have an 8-pin PCI-E connector, you shouldn't be using it in the first place.

 

[Whizzard9992]

I've always loved EVGA so I've been pretty surprised. Support is pretty much their "thing." Let's see what they respond with tomorrow.

I've taken a ton of pictures and even some videos. I still have both cards... probably sending them back tomorrow.



GTX 470 with GTX 480 S/N

GTX 480 I got after...

 

[Whizzard9992]

Does the service even claim that you will receive a new card when you do Step Up? Double-check the fine print.

Also, I don't know what kind of PSU you are using, but if it doesn't even have an 8-pin PCI-E connector, you shouldn't be using it in the first place.

Yes, it's promised as new, and I have a 750W PSU with 4 12v rails: it can definitely take a 480. (http://www.thermaltakeusa.com/Product.aspx?S=1207&ID=1508)

 

[nitromullet]

nm...

 

[nyker96]

this might well be a refurb in my opinion, I had a rma with xfx once and they send me a refurb. in theory step up program should send you new items but ... I wouldn't put it past them in sending you a refurb.

 

[Whizzard9992]

You'll notice next to the 480's S/N sticker there's a little residue from a sticker that was removed (in the lower left-corner).

I wish there was more of a definitive way to tell if it was used....

Discoloration on the metal piece, on the PCB, old sticker residue, and (very minor) scratches on the air shroud. Also NO other parts in the 480 box...

This is AFTER receiving a 470 in a 470 box with 480 part numbers

 

[Sylvanas]

Well, if they still offer the same warranty on what they sent you as they do a new card- what's the issue? If you do have a problem in future, it'll be covered and you can send it back for RMA, if it works fine now I'd save the hassle and keep it provided it doesn't have any glaring problems. EVGA and other manufacturers are required to test cards they send out to customers before they're sent. I would not be surprised if they had an in house bench to test for stability, given that, you should have been sent an operational card.

 

[vhx]

Yeah, the StepUp program uses retail packages, so accessories should of come in the box. Sounds like an oversight though.

Have you even tried it yet? Are you compulsive enough to wait a week of shipping for sticker residue? If so, just call them up and get a replacement. That's really your only option. Not like it matters in the end, considering the warranty will still be the same regardless.

 

[Hauk]

Thanks for sharing pics. Regarding the 1st step-up card you received, the photo below frames the smaller part number sticker under the fan area which clearly shows a 470 part number, while the larger sticker which lists both the p/n and s/n shows a 480 p/n. The latter sticker is the one that's visible through the "stickers must match window."

http://i818.photobucket.com/albums/zz110/Whizzard9992/DSC03657-sm.jpg

IMO, the sticker on the box would have been hard to peel from a 480 box, so, I'm ruling out fraud. With the first card, I say you recevied what EVGA received. It's hard to imagine such a mistake was missed by all who handled product; but they're all likely scanning the barcode sticker in the "stickers" must match" window during handling. EVGA asked for pics.. you provided, they clearly showed an anomoly, and EVGA handled by sending a replacement.

Regarding the 2nd card, you were then likely working with the RMA department. I suppose anything is possible, esp not receiving a sealed retail box. Do keep in mind, pcbs go through a wave solder bath. Residue on pcb is common. Smudges and fingerprints are more common these days as well. No peel-away plastic covering the card's graphic sticker is significant though. My guess is the 2nd card is a working return they allocated to use as an RMA replacement.

Instead of trying to prove that, simply tell EVGA that you wish to receive your step-up as it should have been, the right product in a factory sealed retail box. You experienced an anomoly which should be corrected properly, both for their image, and for your satisfaction. You're being fair in asking for a factory sealed step-up. You could keep the 480 they overnighted. But I'd be working to ship both cards back in exchange for a new step-up.

 

[Whizzard9992]

Thanks for the feedback.

Just to clarify, the second card was factory sealed: EVGA "QC Checked" stickers and all. I imagine at this point the RMA department has the QC stickers and shrink-wrap machine. It's pretty unlikely that a 470 left the factory with a 480 sticker, and that a 480 left the factory with no additional accessories, and both happened to make it back to the same customer.

I recognize that I'm nit-picking the whole "used" card thing Had I received a complete 480 package in the first place I'm sure I wouldn't have much noticed or cared about the physical details of the card. Since it was missing the accessories, though, and this was my second incident, my first thought when I noticed the missing accessories was "This doesn't look like it was packaged at the factory, so if it was packaged by RMA I wonder if it's used..." I'm also pretty frustrated at this point, too.

I agree the residue looks like solder resin, which is actually why I think it's used. Surface-mount boards are "baked" at the factory. There is resin residue around the vias where thru-board parts are placed, leading me to believe that it was actually repaired by-hand. All assumptions, though. I'm not an EE - I just dabble. That's why I posted pics.

I did consider just putting the card in. It does have a lifetime warranty, so really does it matter? But I don't have the 8-pin connector so I can't even put it in. With these cards who knows what kind of abuse might have landed it back at EVGA. What ultimately made me decide to put up a fight tho was the sticker residue. They're designed to tear and if the card was faulty they could say that the warranty is void since there's evidence of S/N tearing Would you take that chance with $550?

I dunno we'll see what they come back with today. Honestly if they'll honor the warranty and send me an 8-pin connector I'll be fine, but I'd really prefer a card that came from the factory.

(I still have both cards if anyone wants more pics of anything)

 

[Whizzard9992]

Here's the pic of the sticker from the original 470. This is how it came in the box. The file just came off as I was gripping the card. Then I noticed the sticker and was like, "Ok that definitely didn't happen at the factory. It's an RMA'd card".

There's enough evidence for me to reasonably conclude that these cards were packaged by the RMA department and not the factory, if nothing else. Given that the 470 was almost definitely NOT new, I have little faith the 480 I got from the same department was new. It's more likely the 480 is used than new if packaged by the RMA department, even minus everything else.

/rant

 

[Whizzard9992]

*edit* this is where the tech told me my 470 was 'definitely' a 480 and that I should open the box. Then she tells me it's 'definitely' a 470 and she's getting me a new serial number. Of course at this point I just called. Read from the bottom up...




RE: GTX 470 Step-up‏
From: --Removed--
Sent: Wed 6/30/10 1:06 PM
To: --Removed--
Hello,

The card is a 470, of that there is no mistake, which if I’m not mistaken is what you stepped up to the issue is that it is labeled as a 480. The card should not be used, and I do not see the scratches you are referring to in the images. The product was labeled and packaged wrong, that would not be something a customer would have been able to do. As the stickers with the serial number are designed to tear apart when peeled. If you could provide images of the scratches you are referring to? I am sorry about this.

Regards,
EVGA Support
From: --Removed--
Sent: Wednesday, June 30, 2010 9:59 AM
To: --Removed--
Subject: RE: GTX 470 Step-up

Valerie,

I appreciate your help but I'm not sure you read my last e-mail fully.

I was expecting a new GTX 480 but instead received a used GTX 470 in a GTX 470 box with a GTX 480 serial number. Had I actually received a GTX 480 in a GTX 470 box I'm still not sure how a new serial number would help.

I'm not unhappy with the fact that the card is scratched; I'm unhappy that the card is used and is not the correct model.

--ROBERT

From: --Removed--
To: --Removed--
Date: Wed, 30 Jun 2010 09:02:40 -0700
Subject: RE: GTX 470 Step-up

Hello,

We would not require you to RMA the card for a box. I’m currently working with management to get you a replacement serial number that the card could be registered with, so as to avoid warranty issues. However if the card is scratched and you are not happy with it, you would have to RMA the card.

Regards,
EVGA Support

From: --Removed--
Sent: Tuesday, June 29, 2010 9:41 PM
To: --Removed--
Subject: GTX 470 Step-up

Valerie,

When I received your e-mail I promptly opened the box. If it's definitely a 480 then I'm not going to RMA this thing for a new box. Besides, I'm pretty excited to get this thing fired up.

When I opened it I was again crushed by the huge GTX 470 label on the cooler staring back at me. I was considering putting it in my computer anyway just to be sure when I noticed that it had two 6-pin power connectors (as opposed to a 6-pin and an 8-pin) That yellow flyer was actually of some use I was handling it to take some pictures and the protective film came right off and there was a sticker underneath the film (see pic). I thought, "this thing definitely looks used" so I inspected the PCIe connector and there are scratches on it from installation.

=(

 

[Hauk]

So the 2nd card came in a clam shell/box that was shrinkwrapped, just with no accessories? Yea that sounds RMA and the QC stickers kinda confirm that.

I'm picky, I'd not be happy either. Some don't care, but like you, I'd be wondering what got it back to EVGA in the first place. Step-up terms are very specific, you did your part by purchasing brand new from an authorized retailer.

I'm in step-up with my 470's at the moment. Hopefully it'll go as smoothly as it has in the past. Good luck..

 

[Hauk]

Here's the pic of the sticker from the original 470. This is how it came in the box. The file just came off as I was gripping the card. Then I noticed the sticker and was like, "Ok that definitely didn't happen at the factory. It's an RMA'd card".

There's enough evidence for me to reasonably conclude that these cards were packaged by the RMA department and not the factory, if nothing else. Given that the 470 was almost definitely NOT new, I have little faith the 480 I got from the same department was new. It's more likely the 480 is used than new if packaged by the RMA department, even minus everything else.

/rant

So that's a pic of the 470 that was mislabeled. Both my 470's had that little QC sticker under the peel. I thought you were talking about some other kind of sticker on the 480 they sent you. Confusing.

 

[Whizzard9992]

Thanks

Yeah EVGA's been really good to me in the past and they have a great reputation. I think that if this was common then more people would be posting to this thread, so it's bittersweet: I'm relieved that EVGA's reputation is legit (american company! ) and sad that when something went awry it had to happen to me

I hope this is indeed an isolated incident and not the start of something new.

 

[formulav8]

I would not be happy if things aren't what they should especially when spending alot of money.

 

[Whizzard9992]

They cross-shipped the 2nd 480 overnight and it looks like they're cross-shipping me a 3rd 480. We'll see how this one arrives.

 

[Hauk]

They cross-shipped the 2nd 480 overnight and it looks like they're cross-shipping me a 3rd 480. We'll see how this one arrives.

That's good, sounds like you're getting resolve. Meanwhile, I'm still # 5 & 6 in step-up que..

 

[Whizzard9992]

Damn. Wonder if that's my fault. Let me know if you get a GTX 480 with some resin marks =P

 

[zagood]

That's good, sounds like you're getting resolve. Meanwhile, I'm still # 5 & 6 in step-up que..

Whiz should tag his cards somehow and see if you get one of them...

 

[Ancalagon44]

Looks like pretty poor behaviour to me. One, QC is not good enough to make sure the card is packaged well before it goes out the door - or even that its the right one. Two, they send you RMA'd cards? Even one would be too many. Two of them suggests they just hoped you wouldnt notice, because they are doing it a lot.

 

[MJinZ]

Hah, I canceled my Step-Up so you guys can thank me. I got the $360 Dell deal while waiting for it, now the GTX 260 is a PhysX card.

 

[Whizzard9992]

Well I received another card. It was definitely a card in much better condition than the last two. It doesn't look like it's ever been installed, either, so that makes me happy.

I'm sending the other two back, but a word of caution to anyone who participates in this program: keep an eye out for refurbs. Now that I have a new card of which to compare, I can say with the utmost confidence that the second 480 I received was NOT in new condition.