Asus 7950 DC II (Literally) Caught Fire

So another company with shitty support I can add to my do not buy list :( OP hope things workout for you.
 
I feel obliged to add two more cents regarding Asus and Asian companies. You need to understand that Asian companies offer subpar customer service in comparison to other companies. By doing so they are able to save a sizable amount of money since all the problems.

This is the same story a lot guys are having with Giant bicycles not honoring their lifetime warranty or any warranty at all on their bikes.
 
Meh nothing suprising it's the same company that released one version of GPU drivers for their highly succesfull UL30VT series of notebooks.
And since those notebooks had switchable graphics before optimus you had to use asus modified drivers only.
 
When my P67 and Xonar are due to be replaced, or you know, catch on fire, I'll sure as hell go with another company and never give any more of my business to Asus. This is deplorable! Fuckin snakes!
 
I don't understand this thread at all.

If the card suddenly caught fire while working fine for a few weeks/months, I would chalk that up to component failure.

However, in this case you did something to the card when you cleaned it.
I don't know what you did, but it obviously did something and caught fire. Why is Asus liable?
 
Asus contacted me claiming this is is being escalated to the proper authorities. Lets see where it goes. for the past 10 years I've never had a issue with Asus and they were my #1 purchased company. I sat in their corner all my life really. any RMA's to no fault, or hassle even. But this is mind blowing. Even if it was the customers fault for some reason or another its a health hazard and I figured asus would pick up the tab on this.

**ninjaedit: OP contact the BBB asap. I feel the BBB is something you need to do... ill fight tooth and nail for you but you take care of the BBB.
 
csshih said:
I don't understand this thread at all.

If the card suddenly caught fire while working fine for a few weeks/months, I would chalk that up to component failure.

However, in this case you did something to the card when you cleaned it.
I don't know what you did, but it obviously did something and caught fire. Why is Asus liable?
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Even if he dislodged the heatsink, this shouldnt happen, it must have been unsafe to start with.
Asus changed the cards design possibly to prevent this problem, more info on the change would be good to know.
 
csshih said:
I don't understand this thread at all.

If the card suddenly caught fire while working fine for a few weeks/months, I would chalk that up to component failure.

However, in this case you did something to the card when you cleaned it.
I don't know what you did, but it obviously did something and caught fire. Why is Asus liable?
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Because ASUS cant figure out what caused it, if it was clearly the user at fault I can see your point to this statement, but that's not the case. Why are you assuming the OP is at fault when the manufacture can't even do it? By your logic if you take your car to a car wash, afterwords the car caught fire (we will say possibly due to a loose gasline and the underbody sprayers knocked it even more loose to leak gas but the manufacture can't prove it either way) that's your fault and the warranty on the car shouldn't cover it?

Don't forget ASUS made a revision to this card for heatsink connection issues too, and that's all were were told, could of been other reasons too.
 
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csshih said:
I don't understand this thread at all.

If the card suddenly caught fire while working fine for a few weeks/months, I would chalk that up to component failure.

However, in this case you did something to the card when you cleaned it.
I don't know what you did, but it obviously did something and caught fire. Why is Asus liable?
Click to expand...

I apologize if my story seems suspect. As I noted on the ROG boards, the card was beginning to sag quite severely after 9 months of use. I don't know if that constitutes a "working as intended" feature, but it definitely wasn't good for the card, nor the poor Asrock Extreme4 it was bringing down with it. I'd post the behardware article again but I'm sure you've all seen it 1000 times.

If by removing the card, holding the fans in place, and blowing dust out of it "did something" than I don't' know what to say, except it's an awful card. That's all I did to clean it. I've been doing that to clean all of my PC components for as long as I've been building, about 8 years now. From a Geforce 4 Ti4600, to an ATI Radeon 9600XT, to a BFG 8800GT, to an Asus 6870 DC (ironically worked great). This has been the only card that has ever given me trouble.

However, I inquired multiple times about the cause of the damage. Asus cannot tell me what caused it. I would think that if I took a pickaxe to the card they'd be able to tell I tampered with it and tell me. I did not, however, ever take a pickaxe to the card nor can they tell me what caused the damage or why it caught fire.
 
This is a great thread, and shitty customer service, period.

I had two MSI GTX 670s and returned them for "coil whine" otherwise perfectly functional.......RMA'd no questions asked.

Your fucking video card caught fire.....like you planned on that.

I feel like pliskin and Arcygenical............I have thousands of dollars of ASUS products.......

Not no more. Fuck them. There is NO reason this product can't be replaced under warranty. You were taking care of the product, cleaning it and treating it well......then it fucking caught on fire.............jesus.

Why hasn't that Raja guy stepped in here?
 
Even if Asus does rectify this situation, it doesn't paint a good picture of them in my mind.

Here's hoping I don't have any problems with my first Asus product in a few years.
 
Hello Derpentine,

My name is Jeffrey and I work for the Customer Loyalty Team for Asus. I was referred by Raja to take a look at your case as Raja mainly replies to ROG forum which looks like you have already posted as well.

Please message me your RMA number so I can take a look at your case to see what I can do to rectify your issue. Have they sent the card back to you already?

Regards,
Jeffrey
 
Can one of the forum mods verify that Jeffrey is genuine?
(no offense)
We wouldnt want the op to lose his evidence or provide his details to an unknown.
 
Nenu said:
Can one of the forum mods verify that Jeffrey is genuine?
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I can confirm that he registered with an asus.com addy. Reg here requires that you verify from the email you signed up with.
 
I've personally never dealt with ASUS warranty but glad you have it still, that's literally the worst thing that can happen to your gpu or any component
 
sbudbud said:
I've personally never dealt with ASUS warranty but glad you have it still, that's literally the worst thing that can happen to your gpu or any component
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Not true. One time my GPU was possessed by Satan and started talking to me in the middle of the night.

In all seriousness, I'm glad an ASUS rep was brave enough to walk into the shitstorm here. Maybe something will happen now...
 
Wow, nice for the Asus Rep to come into this thread. :cool:

Restore my faith!
 
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Nenu said:
Can one of the forum mods verify that Jeffrey is genuine?
(no offense)
We wouldnt want the op to lose his evidence or provide his details to an unknown.
Click to expand...

He works for the CLM team at ASUS as he stated. :) I'm not a mod but I figured i might be believed enough to tell you Jeffrey works for us.


There are always two sides of story folks, bear that in mind please before you assume the worst of every situation.
 
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Raja@ASUS said:
He works for the CLM team at ASUS as he stated. :) I'm not a mod but I figured i might be believed enough to tell you Jeffrey works for us.


There are always two sides of story folks, bear that in mind please before you assume the worst of every situation.
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As much as I appreciate company representation on a community board, it seems to weird to make such a statement and not offer any details.

Being the owner of an absurd amount of Asus products, I'd like to see either a clear and concise explanation of the OP's fault behind the matter or an Asus apology with a resolution(all companies F up at some point).
 
Metrocall said:
As much as I appreciate company representation on a community board, it seems to weird to make such a statement and not offer any details.

Being the owner of an absurd amount of Asus products, I'd like to see either a clear and concise explanation of the OP's fault behind the matter or an Asus apology with a resolution(all companies F up at some point).
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I agree, that is a pretty bold statement.
 
I'd like to thank Jeffrey and Raja for stepping in here even though I do wonder why it's taken so long. And it still doesn't bode well for my future of owning ASUS products.
 
Posting here so I get subbed to this thread. Considering I *may* have gotten lucky with an ASUS 680 on Amazon, this issue could end up being quite important to me. Good luck OP.
 
probably why it took so long is because me blasting thier asus facebook page/forums/support email/ and a phone call wasnt enough :) i know another person sent this link to consumerist or what ever. Im glad to see that asus is actually here to help Derp. my messages weren't threatening what so ever.

also figured id point out that i actually was bored yesterday and pulled all invoices in the past 5 years. I searched Asus and I've spent just over $26,000 on Asus products in 5 years alone, let alone longer then that.
 
Dmac122383 said:
Depending on the manuf, if their product causes a failure or damage to another component they usually will take care of you. I had an issue with a corsair h50 pump "blowing open" and leaking onto my video card and corsair took care of the videocard. I would hope that any of these companies would take care of it.
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Corsair does that because they rely on positive word of mouth publicity to promote their products. Your average manufacturer would never cover anything besides their product.
 
thats why corsair is the SEX when it comes to warranties and RMA's. bar none my favorite company. if they made everything, id be corsair exclusive. BACK TO THE POINT. I actually kinda feel heart broken with this stuff. Growing up my father was a asus lover, so i grew up with asus. Im sure from this point forward the conversations between Asus and OP will be in PM's. Derp, just keep us updated on the status.
 
Thanks for chiming in Raja, I want to believe, but it has not been easy of late. There is little doubt that contemporary CS is not up to the standard your fans can easily defend.
 
While we're on the subject of video card manufacturers, MSI just offered to replace both my 6950s with 7870s after one of my 6950s died. I think I'm going to stick with MSI as my go to brand, every RMA with them has been great :)
 
Raja@ASUS said:
He works for the CLM team at ASUS as he stated. :) I'm not a mod but I figured i might be believed enough to tell you Jeffrey works for us.


There are always two sides of story folks, bear that in mind please before you assume the worst of every situation.
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What kind of horse-shit is that?
Basically telling everybody that the guy made this stuff up or intentionally started his GPU on fire?
Really? Really?

Please, I'll just start a 500 dollar computer piece on fire to test your RMA process?

Come on, Raja......that is totally chicken shit and just plain wrong.
I've grown up in business and do business everyday......
I'm fortunately successful.
But my mother taught me one thing........
we all know it by heart......the CUSTOMER is ALWAYS right, period.

You guys need to look at Amazon and MSI.......no questions asked, simple, easy, glad to help.....everytime.
 
magoo said:
But my mother taught me one thing........
we all know it by heart......the CUSTOMER is ALWAYS right, period.

You guys need to look at Amazon and MSI.......no questions asked, simple, easy, glad to help.....everytime.
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I disagree slightly. I would say "the customer's perception is always right"

But yes, this is an utter shame that OP got the intial denial and had to elevate the issue.

Jeffrey & Raja, please remember that the [H] guys here have a lot of influence and big mouths for purchasing decisions for businesses, family & friends.
I only build computers for a hobby, but I typically influence and make decisions for $15k-$20k in parts purchases every year. I'm not in it for making money. But I know others who are and they know that I know my hardware.

I'm the guy who posted earlier that MSI replaced TWO of my 7950's with burn damage just last month. They didn't ask me any questions, I just filled out the form and stated the problem. The RMA number was instantly assigned, there was no delay. They didn't have me do testing. They didn't blame me. I didn't have to create a thread. I believe one of two things happened; there was some faulty capacitors used because the fire occured in the exact same location on my two MSI cards, OR, the fans died and the cards overheated while I wasn't home. Is it my fault the cards overheated & fried? How could anybody ever know if the customer is at fault when there is burn damage?

Maybe you think this guy damaged his gpu. Do you have proof? From his perspective, he did nothing wrong. That is all that matters.

I actually won one of the Asus Z87 motherboards in the recent [H] giveaway. Do you want to know my initial thoughts? I hope nothing goes wrong!

I actually weighed the pros and cons of actually using the new free motherboard. It's being delivered today. It's a $280 motherboard and will be the nicest motherboard I've ever used. But, from my perspective, the Asus reputation is so badly tarnished that I was seriously considering selling the board and continuing to use my Asrock!

Isn't that sad?

I'm giving it a chance, but seeing threads like this don't exactly give me a warm fuzzy for the Asus brand.
 
Can OP confirm that Raja ever got into contact with him? I ask this because I sent Raja a PM a while back.
 
I'm sure there are many rejected claims and many accepted claims, but I doubt they're losing money doing RMAs. The process isn't exactly headache free either and I literally dread calling them up for anything.

I had one experience where they sent me back my unrepaired Asus P6T6 WS mobo three times -- took about 3 months to get a working board back. Each time, I kept on calling and telling the CS that the thing isn't repaired! Spoke to some higher level guy that claimed it was my RAM at the time, lol. How does RAM affect the BIOS and prevent it from saving the time/date/settings?

In the end I bought, basically, a new computer EDIT: I built one for my lady. Tested the RAM and of course, it wasn't the RAM, nor PSU, nor CPU -- it was the board. After doing all that, it took them 3 months to get it right and repair the damn thing because no one bothered to test it to see that the BIOS wasn't working, so it came back as having no problems, lol.
 
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Still waiting for an update on OP on how the interaction with Jeffrey and/or Raja has gone.

I recently helped a friend upgrade his computer, 2 parts included were a motherboard and video card. Guess what, neither of them were Asus. He will be getting an MSI motherboard and a Gigabyte GTX770.

The whole thread has left a bitter taste in my mouth, and Raja's response of "there's two sides to every story" did not help in the slightest.
 
No reason to use foul language toward someone trying to help a customer.
 
THUMPer1 said:
No reason to use foul language toward someone trying to help a customer.
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No reason for the customer service to accuse the customer of fraud without knowing the details.

Pardon me, but I call 'em as I see 'em.;)

Search around this forum, this isn't the first time ASUS customers have gotten the bums rush, had items returned untouched, been blamed for things they had no part in or just ignored.

...........and I happen to be a loyal ASUS customer.......they aren't handling this very well at all.:(
 
magoo said:
No reason for the customer service to accuse the customer of fraud without knowing the details.

Pardon me, but I call 'em as I see 'em.;)

Search around this forum, this isn't the first time ASUS customers have gotten the bums rush, had items returned untouched, been blamed for things they had no part in or just ignored.

...........and I happen to be a loyal ASUS customer.......they aren't handling this very well at all.:(
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*sigh* I know. But I don't think it will help much to curse at Raj. He's attempted to help me in the past. I wish the best for both parties.
 
jbltecnicspro said:
Can OP confirm that Raja ever got into contact with him? I ask this because I sent Raja a PM a while back.
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I replied to cl-jeffery. I have not been contacted by anyone else, either thru here, the ROG forums, or by email.

Raja@ASUS said:
He works for the CLM team at ASUS as he stated. :) I'm not a mod but I figured i might be believed enough to tell you Jeffrey works for us.


There are always two sides of story folks, bear that in mind please before you assume the worst of every situation.
Click to expand...

I appreciate the response and assistance and I have replied to cl-jeffery with my RMA number. I understand you're trying to uphold the image of your company, although I'm not quite sure what you're accusing me of. I'll leave it at that, and if there's any further information I can provide that would illuminate the situation. I will gladly oblige.

J Macker said:
Maybe you think this guy damaged his gpu. Do you have proof? From his perspective, he did nothing wrong. That is all that matters.
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I sure as hell wish I knew what I did to damage it. It's not like I just decided to see what I could do to set a $350 gpu on fire. I blew dust out of it with a can of dust off, along with the rest of the PC, the same process I've been doing for years and has never damaged anything. I don't think I'm alone in that process either I then replaced the card in the PCI-E slot and connected the two 6-pins for power. I turned the PC on. It wasn't on fire at idle on the windows desktop, but not even a couple minutes into BF3 and the screen went black, fans went crazy, smoke, fire, etc.
 
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magoo said:
No reason for the customer service to accuse the customer of fraud without knowing the details.

Pardon me, but I call 'em as I see 'em.;)

Search around this forum, this isn't the first time ASUS customers have gotten the bums rush, had items returned untouched, been blamed for things they had no part in or just ignored.

...........and I happen to be a loyal ASUS customer.......they aren't handling this very well at all.:(
Click to expand...

Haha yeah. I've been screwed by asus's c/s before, but I still buy their products.

Asus makes some fantastic products that are held back by piss poor customer support.
 
derpentine said:
I replied to cl-jeffery. I have not been contacted by anyone else, either thru here, the ROG forums, or by email.



I appreciate the response and assistance and I have replied to cl-jeffery with my RMA number. I understand you're trying to uphold the image of your company, although I'm not quite sure what you're accusing me of. I'll leave it at that, and if there's any further information I can provide that would illuminate the situation. I will gladly oblige.



I sure as hell wish I knew what I did to damage it. It's not like I just decided to see what I could do to set a $350 gpu on fire. I blew dust out of it with a can of dust off, along with the rest of the PC, the same process I've been doing for years and has never damaged anything. I don't think I'm alone in that process either I then replaced the card in the PCI-E slot and connected the two 6-pins for power. I turned the PC on. It wasn't on fire at idle on the windows desktop, but not even a couple minutes into BF3 and the screen went black, fans went crazy, smoke, fire, etc.
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Do you mind telling us when Jeffrey contacted you? I PM'd Raja about this almost a month ago...
 
jbltecnicspro said:
Do you mind telling us when Jeffrey contacted you? I PM'd Raja about this almost a month ago...
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I am not the contact for these cases. The first port of call is for the customer to deal with the service team and work out a resolution if possible. If the case over-spills, forward to CL-Jeffrey or ROG forums which the CLM team cover.

-Raja
 
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