ASUS is downgrading me to a GTX 780 on a GTX 780Ti RMA

Hi Cory,

Yes, they sent me the same email about an hour ago, and I told them that was not right. They are also going to re call the package as well, and I will make sure that you reiceve either a GTX780 TI or something more comparable. I will email you once the unit arrives back at the repair center, and I have the new RMA number.

Best regards,
Jolene
ASUS Customer Loyalty
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So the repair facility told Jolene the same story about the system allocating the 780 as a replacement. I told her I wouldn't accept a reference design as a replacement if she does find that is all they have left. So far I have refused the gtx 780 shipment from fedex today, and we will see what goes on from here.
 
Makes me not want to do more business with ASUS. Nice products, but top-of-the-line cards being downgraded is absolutely unacceptable.

I would look into the consumer laws/warranty clause
 
This is one reason why I purchased my upgrade GPU from MSI not Asus.
 
ClutchAutomatic said:
So the repair facility told Jolene the same story about the system allocating the 780 as a replacement. I told her I wouldn't accept a reference design as a replacement if she does find that is all they have left. So far I have refused the gtx 780 shipment from fedex today, and we will see what goes on from here.
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That Jolene person sounds like she is on the ball!!

I hope she comes through for you, sounds like she's on it.:D
 
magoo said:
That Jolene person sounds like she is on the ball!!

I hope she comes through for you, sounds like she's on it.:D
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I had to clarify that I sent in the DC2 model just now, because she asked me how the reference 780 ti would not be equal or better.
 
Hope it works. Courtesy and civility still count. Rights, not entitlements, are important. At the end of the day, you should not expect anything beyond an equivalent replacement. However, given the hassles you've stated, a bit more from Asus would be a touch of class.
 
c3k said:
Hope it works. Courtesy and civility still count. Rights, not entitlements, are important. At the end of the day, you should not expect anything beyond an equivalent replacement. However, given the hassles you've stated, a bit more from Asus would be a touch of class.
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This is a key when dealing with support representatives. While you have every right to be upset, the more calm/civil you keep your communications the better result you will have. Not targetting you OP, you seem to be handling this pretty well, just in general.
 
wrangler said:
It seems like they don't know the difference between the units they sell.
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Being warehouse workers and shippers, that is not surprising. They are supposed to package and ship shit in and out as fast as possible, not run quality control of the products inside the boxes. If Joey Bloey in RMA/Invoice dept doesn't see stock for a matching item in the database, he will just send a request for a comparable part *in his mind* and have Handy Jack in the warehouse ship it out as Jack doesn't care at that point, he just picks up the item up and sends it out
 
ClutchAutomatic said:
Jolene asked if I would accept a STRIX-GTX970-DC2OC-4GD5.
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I consider that a win! Its very close performance wise and you get more VRAM

http://www.techpowerup.com/reviews/ASUS/GTX_970_STRIX_OC/25.html


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Hope you get it worked out man. This kind of bullshittery is what scared me off from using Asus on my two most recent builds.
 
ClutchAutomatic said:
Jolene asked if I would accept a STRIX-GTX970-DC2OC-4GD5.
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That seems like a sidegrade to me. More ram, less power, but averages under the 780 Ti I believe depending on what games you play. Although would be better than the regular 780's they keep trying to give you.
 
Samson4EiT said:
That seems like a sidegrade to me. More ram, less power, but averages under the 780 Ti I believe depending on what games you play. Although would be better than the regular 780's they keep trying to give you.
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As nice as it would be, he's not gonna get a 980 outa this. Take the 970, overclock it and happily game on at same performance level as 780ti with less power usage and more VRAM.


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Arct1c0n said:
I consider that a win! Its very close performance wise and you get more VRAM
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Yeah he gets a whole 0.5 gb more vram. :cool: But I'd take the 970 Strix over the 780 Ti as well and with a little OC it should score higher than the 780 Ti ever did and run cooler. It's unfortunate he had to go out of his way to get this RMA issue sorted out but at least it worked. Now let's see if they send him a busted 970 Strix or one that works OOB.
 
Still think its kind of shitty in one sense. You are supposed to get the same performance or better, not less performance more ram.
The 970 is not a bad card but I feel like after what they put you through the GTX980 is the least a multi million dollar corporation could have done.

Arct1c0n said:
Oh for fucks sake, really? :mad::rolleyes:
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Lol get over it, Nvidia did it and they have to suck it up. No idea why you would be upset...
 
Arct1c0n said:
Well if your feeling brave enough say

"No, that 970 still doesn't have the performance ratio that the 780ti does in comparison, only a GTX 980 does, can you give me that model?"
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That is what I am pushing for, if not I will settle for a 970. I will update when I hear back.
 
ClutchAutomatic said:
That is what I am pushing for, if not I will settle for a 970. I will update when I hear back.
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For principle sake, Id hold out for a 980.
At this point youve been screwed to the hilt.
But I can completely understand accepting this latest offer. Its a good card.
 
I would tell ASUS you would rather have either your 780Ti or bust. I doubt they'll cave in to give a GTX 980, as it's not a massive PR issue (yet) to them.

Reject the GTX 970, however tempting it may be.
 
Apparently the GTX 970 stutters a lot less in Far Cry 4. If it were me, I'd take it. But only because Far Cry 4 is unplayably annoying on my GTX 780s.
 
That just isn't right and I am sure if you put this on their facebook page or whatever social media (never cared to look) presence they have, they will contact you personally to resolve this. They will go out of their way to fix it, lol.
 
ClutchAutomatic said:
So after 3 failed attempts over the past 3 months to rma my 780ti, Asus decided to take my GTX 780 TI DC2 OC and send me a GTX780 as my replacement .
Their words are "The GTX780 are subpart for GTX780TI. When we didn’t have stock for the GTX780TI, system will automatic allocate for GTX780"
Is this acceptable?
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No it isn't. That isn't remotely acceptable. If you pay for a GTX 780Ti DC2 OC then that is what you should receive as a warranty replacement.
 
I had a similar issue with my asus 5970. They wanted to send me a 6970. I refused and told them only a 5970, 6990 or gtx 590 would be acceptable. Took a bit but they ended up sending me a 590. Other than having to send my 5970 back and forth several times everything worked out.
 
Does anyone else find it ridiculous that a customer has to wade through back channels in order to prod ASUS into fulfilling their obligations in regards to warranty service?

We keep seeing this over and over. Does ASUS understand the damage they're doing to their brand by repeatedly pulling these stunts?
 
^ This.

I would actually be furious at this point, even with the 970 offer. I mean, at best it's a sidegrade in terms of performance, even if it's a great, efficient card. OP had to deal with 3 months of shit for that? 3 months of downtime too?
 
crusty_juggler said:
Does anyone else find it ridiculous that a customer has to wade through back channels in order to prod ASUS into fulfilling their obligations in regards to warranty service?

We keep seeing this over and over. Does ASUS understand the damage they're doing to their brand by repeatedly pulling these stunts?
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Yeah that's why I said earlier that they are killing their brand by not correcting the warranty side of things. I've read similar problems on OCN and people returning the ROG Swift only to get the same exact panel back with scratches. This doesn't go through some huge warehouse like some people described, I've actually been to Asus's facility in Fremont before, it's a medium sized building with a bunch of Asian dudes working there.
 
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I wouldn't take that particular 970. It only has one 8 pin so the OC headroom is lower compared to some other offerings.

And I know people will probably disagree with me on this, but if OP paid over $700 for his 780 Ti, he really shouldn't be getting back a card that's basically half the value. Yeah yeah performance is about the same, but there's something to be said when the 780 Ti STILL costs more than the 970 these days when their performance is neck to neck.
 
5150Joker said:
Yeah that's why I said earlier that they are killing their brand by not correcting the warranty side of things. I've read similar problems on OCN and people returning the ROG Swift..
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I was going to bring up the ongoing ROG Swift debacle. The poster who recommended the OP contact someone above the RMA dept. was a victim of ASUS' incompetence with his ROG Swift. They just kept closing his RMA ticket until he got Jolene to step in. Ridiculous.
5150Joker said:
I've actually been to Asus's facility in Fremont before, it's a medium sized building with a bunch of Asian dudes working there.
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Funny you should mention that. I was thinking that maybe ASUS' constant screwing over of their customers is due to a cultural difference.

In Taiwan (ASUS is a Taiwanese company) and in mainland China, a company can get away with ignoring their responsibilities when it comes to customer service. In America, the customer service culture is way different. An American PC enthusiast company, like an EVGA, would have it's supervisors and executives calling for heads to roll if their customer service was being trashed on [H] and overclock.net like ASUS' is.

The people who are in oversight positions for ASUS just don't seem to care one way or the other.
 
crusty_juggler said:
I was going to bring up the ongoing ROG Swift debacle. The poster who recommended the OP contact someone above the RMA dept. was a victim of ASUS' incompetence with his ROG Swift. They just kept closing his RMA ticket until he got Jolene to step in. Ridiculous.
Funny you should mention that. I was thinking that maybe ASUS' constant screwing over of their customers is due to a cultural difference.

In Taiwan (ASUS is a Taiwanese company) and in mainland China, a company can get away with ignoring their responsibilities when it comes to customer service. In America, the customer service culture is way different. An American PC enthusiast company, like an EVGA, would have it's supervisors and executives calling for heads to roll if their customer service was being trashed on [H] and overclock.net like ASUS' is.

The people who are in oversight positions for ASUS just don't seem to care one way or the other.
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Could very well be a cultural thing and that will be their downfall in the US consumer market and likely Europe. This isn't China or Taiwan, they better get their act together or up and coming companies like EVGA will eventually take away their business and goodwill. I mean if I can help it, I avoid Asus products and buy from EVGA already because I've had excellent customer service from them.

Some examples:

1. Bought a 680 from a member on this forum, it was defective so I sent it to EVGA for RMA and they sent one back that was in better condition in a few days after receiving it.

2. One of my Titans eventually died after a year and they cross shipped me another (I bought their advanced RMA service) and I had it within 2 days - it was brand new.

I called EVGA support at 2 am and was shocked to have an American technician pick up on the other end and he was nice and very helpful. That is enough to make me a customer for life unless they screw up hard.

Edit: Forgot to mention my first Rampage V started having issues 3 days into ownership. Lucky for me Amazon had me covered and sent me another one overnight. Next time I'll go with an EVGA board, seems they are improving every generation.
 
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I doubt it's a cultural thing, you don't hear half as many horror stories about MSI or Gigabyte, and they're both Taiwanese companies.
 
I purchased a GTX 980 not long ago and it was because of a similar thread like this that I choose MSI over Asus.
I know that this is rare, and ASUS moves so many items so one or two threads a year like this is probably a very small margin of error....on the other hand, there is probably untold numbers who just fold to the ASUS bullshit and never tell anyone.

Either way, its all about public image, and stuff like this matters to people like us. I dropped a huge amount of money on MSI over ASUS from a story just like this, and I know that when I build a new PC this summer, ASUS wont be on my parts list. Rational or not, stories like this change peoples perceptions of a company. I would not want to be in your shoes, enough that I would spend more to get less so I wouldnt have to deal with what your dealing with now.

OP, I would also suggest that in your next email that you inform them that you have told your story and asked for advice on several major enthusiast forums. Include a link to the thread if you want.
 
This thread and similar make me very glad I choose a pair of MSI GTX 970 4G over Asus Strix from MC not long ago.
 
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