Different locations, I'd assume. It's well known that EVGA outside of the US is... not great, when it comes to customer service anyway. Within the US itself though -- no idea!
Over the two-month period this happened, I don't think I ever spoke to the same rep twice, and several times when I referenced notes that I know for a fact $previous_guy had, $new_guy had nothing. Most (not all, but most) were nice enough on the phone. I have a feeling that turnover is/was a large contributing factor.