EVGA Extended My Step Up

[reclaimer122]

So two days ago on the 23rd I sent an e-mail to EVGA customer support asking if they could extend my step up just to the beginning of April. I really wanted the step up to a new 9800GTX for free, but my step up ends on the 27th.
After two days without reply, I figured that my request had been rejected. I just logged into my e-mail account though to find this. :beer:

Thank you for contacting the EVGA Customer Service Team.
My name is Gabriel Perez and I will be answering your question today. Please do not reply to this email, submit any follow up questions here
Question (3/23/2008 8:20:52 PM): I was wondering if it would be possible to allow me to step-up to a 9800GTX when it come out in just a few days. I am worried that my step-up which ends on March 27 may be over just before the 9800GTX is released. I was hoping that if at all possible, my step-up could be extended just a few days if the 9800GTX comes out after the 27th. Any help with this matter is greatly appreciated. Thanks, Ryan.
Answered By Gabriel P (3/25/2008 4:06:59 PM): Hello Ryan, we can give you an extension for your step up program but we will not be able to extend your step up beyond 14 days.

Sure, it's a short answer, but it really made my day. Gabriel could have just told me "No," and not wasted her time for me. Instead, she chose to help me out. Even if it only took an extra minute, this gesture from Gabriel and EVGA's customer service really surprised me. I expected a copy and paste response saying "Sorry, no," but instead got a real person's response (albeit short) and had my problem taken care of. A+ to EVGA, Gabriel P. and the other customer support reps who are willing to take that extra minute for people. Sorry if I seem like I'm making a big deal out of this, it just makes me real happy to see that not all companies shove their customers to the side.

[ØC]

Nice, Evga as far as I know has a really good customer support team. (Most of the time)

[MadMan007]

In customer service it's often a good idea to ask for something even if you don't expect it. Unless you're being a prick to the person most companies have policies for 'exceptions' which are up to the discretion of the individual processing the request. Ask nice and you can often get things done which aren't 'standard policy,' the key is to ask.

[TerraPhantm]

I wish I had your rep

Thank you for contacting the EVGA Customer Service Team.
My name is Hugo Aguilera and I will be answering your question today. Please do not reply to this email, submit any follow up questions here
Question (3/26/2008 2:01:47 PM): Hello, I was wondering, would it be possible for my stepup window to be extended so that I can stepup to the 9800GTX? Currently, my stepup is set to expire on March 31st, which is a day before the 9800GTX is due to launch. If it is possible, I'd really appreciate it if you can do this, as I have been wanting to stepup to this card for a long time. Thank you for your time, Hyder
Answered By Hugo A (3/27/2008 5:39:47 AM): Hyder, Unfortunately we cannot alter the step-up window dates. We have no control over when Nvidia decides to release the product, so in promote fairness across the program, we cannot extend step-up windows. -EVGA Tech Team

Oh well

I really hope they end up having a 120-day stepup for the GTX like they did for the GX2... though I doubt they will since the GX2 is quite a bit more expensive.

[Nathan0490]

I wish I had your rep



Oh well

I really hope they end up having a 120-day stepup for the GTX like they did for the GX2... though I doubt they will since the GX2 is quite a bit more expensive.



Call evga and ask to speak to Gabriel? :confused:

[nd4spdbh2]

i also love evga's CS... they helped me through the stepup process every step of the way and then some... (this was back in november of 06 with 8800gts 640 came out)... the process could not have been any easier to do with their guidance.

[vixro]

Doesn't make any sense why one person is able to extend with one that ends 4 days sooner than somebody's who ends later.

Why was the OP able to extend and not the other poster with a later end date? That's not good customer service, that's mixed message CS.

[reclaimer122]

Only reason I could guess is that Gabriel was just having a better day than Hugo. :( It does sound shady, but if EVGA really does leave it up to their reps to decide whether to grant extensions or not, it just must have been that they were two different people.

[TerraPhantm]

representative at hardforum confirmed that it's left up to the rep

Unfortunately such situations are made on a person by person basis and if you would like to extend your stepup window then i would suggest calling our Support Line @ +1.888.881.EVGA (3842) and choosing the stepup option so that someone can give you an immediate resolution. I am sorry that i cannot help you with this issue, but this is as far as i can go.

I'll probably call up tomorrow and see if I can get them to connect me to Gabriel.

[boarderjw]

that's great man. i've always had good dealings with evga.

[TerraPhantm]

I should probably post an update my stepup status. I was finally able to get them to give me the stepup for after the 9800 was released, and now they're verifying my payment, after which I'm guessing they'll tell me to ship off my current card.

[reclaimer122]

I'm at the same step, verifying payment. Hopefully I can ship out tomorrow. Just curious, does the shipping price pay for both ways? Anything other than Ground was insanely priced!

Just got the green light to ship. Looks like the shipping is not both ways. Oh well. Wait, it says on the bottom of the .pdf that I need to pay for a return shipping label? What did I pay $7.34 for on EVGA's site? lol

[TerraPhantm]

Yea, I wanted to get the 3-day shipping being on the east coast and everything, but the price was just too much. Even the ground shipping was fairly expensive at 12.18... Coming from CA, you'd think it'd be cheaper to ship to Pennsylvania than to Connecticut. Oh well, it's not a big deal, I'm glad I got the stepup at all.

[reclaimer122]

Yea, I wanted to get the 3-day shipping being on the east coast and everything, but the price was just too much. Even the ground shipping was fairly expensive at 12.18... Coming from CA, you'd think it'd be cheaper to ship to Pennsylvania than to Connecticut. Oh well, it's not a big deal, I'm glad I got the stepup at all.

Ha, that is weird. :) So I'm assuming that the mention of a return shipping label is a typo on the .pdf that EVGA sends out? Maybe they mean the return address.

[TerraPhantm]

the wording is a little confusing, but I think it just means that we have to pay to ship the card there; the pdf isn't one of those prepaid fedex/UPS labels.

[reclaimer122]

Yeah. I thought they meant that they wanted me to ship a return shipping label along with my videocard after I already paid $7 on their website. Lol, sounds like something Microsoft or Apple would do. :)

[MadMan007]

:Thup: to eVGA. I did step-up from an 8800GTS to a 9800GTX because the difference was small. (I usually say step-up isn't a big deal jsut in this case the prices worked better than sell-buy at street prices)

Anyhow they received my trade-in card on 4/11 mid-day. The replacement was shipped on 4/14. So that's ~1 business day turnaround, nice and fast! And it means that with the cross-country shipping I'll have the card for ths weekend even by ground.

[NoL]

Actually if you think about it, they made money on ya for saying yes, you might have bought a dif brand next time if they said no as you put them at whats called a monetary decision ;)