Asus 7950 DC II (Literally) Caught Fire

Asus is very anal when it comes to rma. If a product is physically damaged, regardless of whose fault, they will reject the rma. It sucks but that's how it is.
 
Damn. Had a few PSU's light up in my time but never a video card.

*edit* looks like the card shorted on the HS assembly from the top.
 
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Your RMA has been received; however there is a delay in processing as your unit was received with (burn damage), which is not covered under the ASUS manufacturer warranty. Due to the severity of the physical damage your unit is not repairable and needs to be replaced. For your reference, please review the attached pictures. For more information in regards to types of damage not covered under ASUS manufacturer warranty, please visit http://service.asus.com , http://support.asus.com , and/or refer to your User Manual. If you would like to continue with the RMA process for your ASUS product, please return the completed and signed credit card form by one of the following methods:

Fax: 510-797-2102 (Attn: Monica)

Email: [email protected] (PDF/JPG formats accepted only)

Payment will need to be received no later than (06/27/13) to prevent your RMA from being returned unrepaired on (06/28/13). The process will take approximately 5-10 business days for repairs/replacement to be completed once payment has been approved.

Cost of Replacement(all amounts are USD) – Please print out form and physically sign form before submitting:

Parts - $315.00

Shipping – please select one shipping method only on credit card form

Sales Tax** – please select one option only on credit card form (NO TAX ON LABOR OR SHIPPING)
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Took like a week and a half to get this email and a picture attached of the burn on the PCB. I like how it's due in 3 days. Real fuckin cute. Well I guess there's not much I can do now except swear off this awful 2 bit company and never buy anything of theirs ever again.

I was going to call up and complain about their shitty service to whoever I could get in touch with but I just had oral surgery and don't really have the energy or the voice to do so.

In the meantime I bought a Gigabyte Windforce GTX 770, which is great except for the hole in my wallet. And also the drivers are buggy as hell and get artifacting in BF3 and crashing in other games. I thought people said Nvidia was rock solid? Guess I'll just give it some time, my luck really is superb.
 
wow, what bullshit. this is almost making me not want to buy a asus product. you need to threaten them somehow. this should be covered. Maybe bring up the Better business beuro. man. id be pulling everything right now.
 
I'd say whenever you feel up to it respond to this. Start by explaining that their deadline was laughable.

If they don't get your justified negative feedback then they know they can do this kind of crap to people. You should be the one getting $ back from them. Just ridiculous.
 
Review your state laws regarding consumer protection and delivery of usable goods. Then, if there is nothing in state legislature about implied warranty from manufacturer defects, infer to Asus that you are going to report it to the CPSC as a potentially harmful product. Then, you could go so far as to create a website like Asusradeongraphicscardfires.com or something ridiculous, and see if others have had the same issue. Queue class action lawsuit.
 
Yep, honestly, as a VERY long time Asus user... I will never purchase another Asus product.

And that's lots, and lots of Asus products.

Asus, you are dead to me... All the way back to the NF3 days, you've been great.
 
yea, everything ive bought is Asus/corsair. After seeing this im no longer supporting them. If this shit was me I would become a living hell for asus.
 
Wow, thanks for the support everybody, Yea can't say I'm too thrilled with Asus at the moment either and if it steers others clear having to experience this, then that's good.

jackstar7 said:
I'd say whenever you feel up to it respond to this. Start by explaining that their deadline was laughable.

If they don't get your justified negative feedback then they know they can do this kind of crap to people. You should be the one getting $ back from them. Just ridiculous.
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For sure. I'm hoping by tomorrow I'll at least be able to talk and get somebody on the phone. It's hilarious the timing of the whole situation though. I sent this thing just about a month ago (it was delivered June 3rd), got surgery on Friday and JUST got the email today. I have bad luck but shit that's next level bad.

pliskin679 said:
wow, what bullshit. this is almost making me not want to buy a asus product. you need to threaten them somehow. this should be covered. Maybe bring up the Better business beuro. man. id be pulling everything right now.
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I'm going to try. I wish didn't just find now though I'm out of commission for at least a week. I'm not really sure what I can threaten them with, just that I'll try my best. I'll try and contact BBB and dig up some local laws for consumer protection. I mean it's like I said before it'd be much easier to eat $300 if I knew I caused the damage. but I haven't gotten any explanation or technical detail, just simply that burns aren't covered. They're sticking to their policy pretty strictly.
 
I agree, if this is what I can look forward to if I have problems with there hardware I am done purchasing from them as well. I would be a real pain in there side at this point and only willing to stick it deeper...
There is just Noway they should get off the hook on this, at least say what caused it??? Then again they don't want to put the blame on themselves... lol What a joke!
Sorry to see it go this way for you.
 
wow. That sucks. Sorry OP.
On a similar note, MSI replaced two 7950's for me just last week without issue. they both caught fire as well. They didn't ask any questions. I just submitted the RMA form and explanation that the cards shorted out and there was burn damage. I was actually running them slightly undervolted at 1070mV and 1000mhz core clock. I was not home when the cards caught fire. I had a big box fan blowing onto them though. They were installed in two different computers with 4x 7950's each. All the other msi 7950's were okay. The two cards that burned up had sequential serial numbers. Another card 2 serial numbers later also went defective (no post), but no burn damage. MSI isn't giving me any grief. I'm super glad because I bought a lot of these cards. I will definitely purchase MSI in the future.

Here's the pictures of my two fried 7950's:
SAM_1395.jpg

SAM_1402.jpg
 
I also switched to MSI. I buy Asus when it is dirt cheap so i can avoid getting pissed in case of any problems.


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bought a riva Asus tnt 2 way back when they were 300$, last GPU i ever bought from them

and ive bought allot between myself, a computer shop and 3 companies overhauling entire offices with replacement pcs never did i even consider Asus for GPU, as an IT guy i don't have time for their RMA policy... it sucks and apparently they still use the same cut/paste email they did 15 years ago lol

xfx for ATI and EVGA for Nvidia...perhaps Asus should copy/paste the warranty from those guys.. lol
 
Op, If i was a Lawyer i would help ya, but am not, Because this is BS, They wont give you a reason, they are bsing you, Saying its your fault, But i believe the card was defective, They just dont want to admit it, Because it will make them look bad.

So the next best thing for me is, Am not going to buy anymore asus product's, Because there rma support and tech support has gone downhill over the year's and, I am tired of people getting lied to and, Being victims of a company such as asus and, I will speard the word along to my friends who buy asus motherboards and video cards and such, I will use my wallet as firepower.

But i will follow this and and maybe with enough people supporting you, Asus will have no choice but to give in,and give you a refund or a New Card, But it does not change the wrong they have done in this case.
 
i have 2 asus 7970's but im not worried as i bought in store replacement insurance. I know i shouldn't have to but stuff like this scares me so its worth the extra $80 for 3 yrs.
 
Then fuck ASUS. They've lost me as a customer, as well as my customers as customers, for life.
 
yeah, it is sad, I have been a fan for a long time, they still have some great products but are just totally blowing it on support. Getting my R3F RMA was like pulling teeth.
 
OP, you should post this on ASUS's ROG forums as well as on their social media sites. That should draw more attention, especially their Facebook and Twitter since their PR employees should be monitoring those regularly.

I was thinking about picking up some ASUS cards because they are a better color match for the ROG boards but I think I'll pass. I'll stick with EVGA or maybe give MSI or Sapphire a try if I switch back to AMD, since I may even dump Asus as my preferred motherboard vendor after this shit too.
 
Haven't purchased anything ASUS for myself (for family that's a different story). After reading this I will purposely go out of the way to make sure they don't see a dime from my end. Absolutely atrocious customer service. Best wishes OP.
 
I don't understand how they can just deny you warranty when, if things are as stated, they sold you a defective card that actually caught fire. I wouldn't take no for an answer at all, that's just unacceptable.
 
So after contacting escalation I received another email:

The only way we would cover burn damage is if there was component failure to any components on your card. Your unit does not have component failure it came in with burn damage and I cannot specify how the damage was cause but it is not covered under our warranty. If you would like to move forward with replacing your unit I can offer you a discount price of $260.00 (shipping waived). I have attached a link so you can see what kind of damage is and isn't covered under our warranty. Thanks

http://support.asus.com/repair.aspx?no=568&Slanguage=en
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There's a whole slew of stuff they can deny you for apparently. I replied essentially telling them they might as well send the card back so I can finish the job of burning it myself. Kind of at the end of my rope here.
 
Have you directed them to this thread OP? And to the fact that everyone who's read it is now being turned off their products?

FFS, it's making me want to burn my (fully functional) ASUS motherboard.
 
Ajiki-kun said:
Have you directed them to this thread OP? And to the fact that everyone who's read it is now being turned off their products?

FFS, it's making me want to burn my (fully functional) ASUS motherboard.
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Yep sure did. We'll see what happens. Like I've been saying I can understand if they won't cover it if I did induce the damage, but they can't even tell me how the damage was caused. I'm fairly certain I didn't cause it as I never did anything to the card except put it in the PCI-E slot and blow dust out of it every once in a while. And I'm pretty sure the heatsink is a component of the video card, and it failed quite drastically, IMO. There's no way in hell I'm paying $260 to get it replaced. I payed $350 for it in September, quite a premium over other 7950s for what I thought was Asus' build quality and longer warranty period. Looks like I was mistaken :\
 
i will avoid Asus video cards in the future due to this story alone.

You should really post pics and even a copy of the email asking you to pay $300+ to get it fixed on all of their forums/social sites. Just to warn people that Asus sold some defective cards and when (not if) they catch fire, you will not be covered.

I know If I had that same card, even if it was working perfectly, I'd be trying to sale it or get an RMA before it does go up in flames. The fact they made a revision to the card shows they knew there were issues with it's design. They should eat it this time and send you a new card. But looks like they are sticking to their guns. So you do what you have to do to warn everyone else about the problem.
 
dude. dont give up on this, your shit caught fire, could have killed yourself/family in the process. i leave my PC running overnight in a room on the other side of the house. If this happened to me I'd force them to give me a new GPU with free upgrades for the rest of my life. This thread now makes me turn my PC off @ night, you never know.
 
I've bought lots of ASUS products over the years but I'm not willing to put up with customer service like this. I'm sticking with MSI from now on, they've always been great to work with. Thanks for sharing OP. You've saved me potential future headache.
 
shit. Im emailing asus right now to be honest.
and posted it on their forums. Im going to get you a new video card >:O
 
I own an Asus motherboard, and was considering buying an Asus board and video card on my next purchase.

After this, and many other nightmare RMA stories on these boards, I am definitely not giving Asus a single dime.
 
derpentine said:
So after contacting escalation I received another email:

There's a whole slew of stuff they can deny you for apparently. I replied essentially telling them they might as well send the card back so I can finish the job of burning it myself. Kind of at the end of my rope here.
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Thanks for the updated, I was concern about this incident as I have a DCU2 680 card myself.

That sounds like a bullshit policy to me. All they need to do is claim that they don't know what cause it and deny you your rightful RMA :rolleyes:
 
Good on you pliskin, I posted on the thread you made over at the ASUS support forums. Though I wonder how long they'll let it stay open...
 
pliskin679 said:
http://vip.asus.com/forum/view.aspx...nguage=en-us&board_id=9&model=HD7950-DC2-3GD5

If you have a asus account, please comment to bring more attention to this for this guy. He's getting screwed. We dont like getting screwed here @ [H]
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You guys have no idea how much I appreciate all the help. I feel like I've been up against the wall ever since I sent the RMA well over a month now. I just posted a thread on the ROG forum as well, but won't appear until it's reviewed by a moderator. Hopefully it will appear...

EDIT: And it did http://rog.asus.com/forum/showthread.php?34347-ASUS-HD7950-DC2T-3GD5-Caught-Fire&country=&status=
 
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Thanks for posting about this.

I will not be buying the ASUS video card i was about to pull the trigger on.
I will also not buy any more ASUS motherboards
 
Wow, Asus are still really stiff.
I stopped buying Asus gear when a faulty P67 motherboard was denied RMA, waste of £150
A Gigabyte board had a similar fault and was replaced.

What gets me about your case is that your house could have burned down with people in it if you werent attending the PC at the time.
They wont stand by their own products when serious issues occur and wont even give a diagnosis of the failure.
As has been pointed out, they changed the design of your card, it looks like they are in denial.

Its not like you asked them for the cost of replacement of your whole PC, which tbh I think they are liable for also, they should take your old smoke flavoured parts.
You didnt threaten them, make any demands, it should have been a straight forward RMA.
All you wanted was the minimum you could have asked for.

I cannot recommend Asus now, I had previously recommended some parts even though I wasnt buying them myself.
No more business will be pushed their way from me, I have a reputation too.
I'm sad tbh.
 
Typical shenanigans by Asus. I stopped buying their products after hearing about their horrible RMA process by an employee. OP I hope you get it squared away but just take it as a lesson learned.
 
he didnt make demands, but i sure as hell am for him. I'll be the bad guy in this case. I bought a Asrock ITX mobo instead of the asus deluxe because of this thread.
 
From what I understand from the story, Asus has a totally opposing warranty policy of all the other policies known by me:
Asus: "If we cannot determine exactly the cause of the defect, is the customer fault."
Others: "If we cannot proof beyond reasonable doubt that the defect is the customers fault, it's get covered by warranty."
 
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