ASUS Service Rep Around?

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Papaj

Limp Gawd
Joined
Feb 8, 2014
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155
Bought a GTX 760 in September of '13 and had it smoke itself by October of '13 due to infant mortality of a power delivery component on the board (couldn't tell if it was a MOSFET, VRM, or power cap). The 3 year rapid replacement warranty is awesome and I get a new one sent out to me promptly. I was a little upset I had to pay return shipping for the defect part but I was in a hurry and didn't think about advance RMA. Fast forward to September of '16 and the same thing happens again - smoked power delivery component - card is still under original 3 year warranty from date of purchase by a week or two.

I call up Tech Support/Cust. Service and they confirm warranty is still good, albeit barely. I proceed to claw my way into an advance RMA because I'm not paying $20 to ship a now $100ish dollar part that has now within a 3 year period had the same defect twice. I get emails and phone calls this week from the CID (Customer Induced Damage) department saying my quote is ready and needs to be paid in order to proceed with the RMA process. Confused, I call back and it was like I was talking to a broken record "Warranty does not cover physical damage to the card, burns are visible. Nobody should have said this was covered under warranty, somebody screwed up." Regardless of how many times I explained that the card was replaced, without cost to me, due to the same issue almost 3 years prior, the answer was always the quoted text above.

To me, warranty coverage means just that - it is covered. Why am I going to pay $200 to fix a now $100 card that failed under warranty when $250 bucks could get me a card that is 3x better comparatively. That's why I pay the premium and grab ASUS products to start with - because I rarely, if ever have problems; and if I do, the 3 year rapid replacement is arguably the best warranty in the business.


TLDR: Had the same GFX card smoke itself due to the same apparent issue twice in 3 years, card under warranty both times. Got free replacement on the first card, second time around I'm told I need to pay almost the original price of the card because "burn damage is not covered" even though that burn damage existed on both cards solely due to a defect of the component. Got nowhere with customer service/CID over the past few days and am starting to contemplate switching manufacturers because I've now been out of a GFX card for 2 weeks and I'm back at square zero.
 
Try calling and getting a different person?

A component fails on the board and it's not covered? Wtf?

I've already switched away from Asus...
 
I used to buy lots of ASUS products but don't anymore because of the crap they pull on warranty. I've had great luck with MSI on warranty and products so I stick with them now for motherboards. Had great service with MSI for a vid card failure in the past.
 
I'm going to try Monday/Tuesday to see if I can get an elevated CS representative, the whole ordeal and phone call nonsense when the card smoked happened on the weekend - same with the CID department yesterday. I honestly at this point don't even want another 760, I'd take a $100 credit and go buy an Asus 1060 from the store, willing to stick with the brand if they're willing to stick with me. I'm starting to wonder if I even want "mid-range" anymore in this PC...my 680 and my 980 have been beat to hell and back on a multitude of games and been OC'd to hell and back keep up with 3440x1440p. This thing takes 2 weeks of WoW Legion at my brother's hands and goes poof.
 
ASUS is legendary with poor to suspect videocard and MB support.
You can read literally dozens of threads.

All I can offer is "good luck" and may the Force be with you.
 
Best of luck to you on your warranty claim. If you're looking for another GPU vendor I'd recommend EVGA and PNY. I've had great support from them over the years with GPU's, much better than the support I've received from ASUS for motherboard/software issues.
 
In this case ASUS should just replace the card with a more up to date card similar specs or better. At least offer, repair of this is almost stupid. If the company claims a given warranty period and does not deliver, I call that fraud plain and simple. I am shying away from ASUS because of repeated stories like this. Let their sells suffer, bad rep etc. so they hopefully catch on and do what is right. If they don't want to fool around with older products then do a 1 year warranty or something and at least folks will know and will decide to go with that or another company.
 
It's sad that Asus have these shitty techs who break people's equipment just to deny their claim. Hopefully OP can get them to replace the card. If not, look into buying more reputable company with better warranty like EVGA :)
 
noko said:
In this case ASUS should just replace the card with a more up to date card similar specs or better. At least offer, repair of this is almost stupid. If the company claims a given warranty period and does not deliver, I call that fraud plain and simple. I am shying away from ASUS because of repeated stories like this. Let their sells suffer, bad rep etc. so they hopefully catch on and do what is right. If they don't want to fool around with older products then do a 1 year warranty or something and at least folks will know and will decide to go with that or another company.
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The warranty on all video cards simply put, covers repair or replacement at the discretion of ASUS.
It does not guarantee you get a new or "better" device, but the equivalent or better depending on what they have on hand.

CID is always ASUS (and many other vendors, EVGA included) excuse for not honoring their warranty.

I feel for the OP.
I see his point, I get "maybe" where ASUS is coming from. Face it, it's an ancient part and now 40 or 50 bucks has been spent in shipping......
time for a new piece.
 
Good luck to you OP. Please keep us posted of the outcome.

I'm in process of an RMA with MSI for a Radeon 280X that also fried itself (visible burn damage) Shipped it to MSI at the beginning of Sept, their system received it on Sept. 7. It's been in limbo ever since. I inquired last week (let 2 full weeks pass) and the customer service person offered a Radeon 380 as a replacement. I accepted on 9/22 because I was worried they'd renege. It's been almost another week and they still haven't shipped it.

So I took to twitter, Facebook, email and called them this morning.
On the phone I got the same rep and she was very polite and understanding. After showing her the review link in the email which shows the Radeon 380 is slower than my dead Radeon 280X, she offered a Radeon 390 8GB as a replacement and said she would tell them to ship it out today

YAY! Hopefully they come through! That's a nice upgrade from a 280X and helps reinforce my faith in MSI service even though they were slow.

I hope your experience turns out as well as mine. Video cards frying themselves is kind of worrisome.
 
Last edited:
J Macker said:
Good luck to you OP. Please keep us posted of the outcome.

I'm in process of an RMA with MSI for a Radeon 280X that also fried itself (visible burn damage) Shipped it to MSI at the beginning of Sept, their system received it on Sept. 7. It's been in limbo ever since. I inquired last week (let 2 full weeks pass) and the customer service person offered a Radeon 380 as a replacement. I accepted on 9/22 because I was worried they'd renege. It's been almost another week and they still haven't shipped it.

So I took to twitter, Facebook, email and called them this morning.
On the phone I got the same rep and she was very polite and understanding. After showing her the review link in the email which shows the Radeon 380 is slower than my dead Radeon 280X, she offered a Radeon 390 8GB as a replacement and said she would tell them to ship it out today

YAY! Hopefully they come through! That's a nice upgrade from a 280X and helps reinforce my faith in MSI service even though they were slow.

I hope your experience turns out as well as mine. Video cards frying themselves is kind of worrisome.
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Wow nice!
 
magoo said:
ASUS is legendary with poor to suspect videocard and MB support.
You can read literally dozens of threads.

All I can offer is "good luck" and may the Force be with you.
Click to expand...
Yep, just built a new pc with an ASUS Impact motherboard, that thing is a POS. Will never buy another Asus product again.
 
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