This is a long one. I wrote an article regarding mine and other's experience with Asus LACK of an actual RMA department. It seems they just stockpile defective graphics cards and motherboards and send those to customers having issues.
This is a big ask, but this needs attention. The abuse that us customers are going through is ridiculous and has to be brought to light. Asus has now turned to ignoring me, my only recourse is to advise the community of their horrible practices. Please share this on the front page, I know [H]ardOCP is winding down, but, Kyle if you can, this needs attention.
Thank you;
- Rauel Crespo
http://cresponia.com/asus-and-thier-useless-warranty/
This story starts out in December of 2017. I finally saved up enough money to upgrade from my Zotac GTX 980-Ti AMP Edition to a card that provided a substantial upgrade in performance, one based on the recently released GTX 1080-Ti. I had two brands in mind, Asus and Gigabyte. Historically, I’ve had great experiences with both and it really came down to aesthetics and extras that the Asus GTX 1080-Ti Strix Gaming OC provided. It had a very nice shroud and heatsink that made the Gigabyte GTX 1080-Ti look ugly. The Fan and RGB headers didn’t hurt either. This WAS a great card, and Asus WAS a company I at once recommended.
A little background on me. I’m a computer hardware enthusiast and I head the IT department in one of the nation’s largest hospitals. I also do Reviews for NewEgg as an “EggXpert”. I upgrade my main machine about every year or so and have plenty of hardware to test with. My two main machines are an i7 6700k and a Ryzen 7 2700x. I have plenty of hardware to test and before I even consider RMAing an Item or returning it I ensure that the issue isn’t on my end.
I don’t have either my i7 or Ryzen 7 machine overclocked (the boost/turbo already on both CPUs takes car of any performance issues in my mind) and I NEVER overclock my graphics cards, which is why I bought a pre-overclocked GTX-1080-Ti and a pre-overclocked GTX 980-Ti before that.
The long-short of the story is that Asus does NOT honor the warranty on their products. I have reached out to Asus on multiple occasions with my requests falling on deaf ears. I first started noticing issues with the card in December of 2018. Games of Overwatch and PUBG would just freeze up. I reached out to Asus’ RMA department, and that proved clunky and unproductive.
I reached out to Asus on Twitter, and they were quick to respond, respectful and helped me with an RMA right away. I went through the RMA process and sent them my card, and less than a week later I received an RMA card from Asus.
I installed the card they sent me and I remember the same issues that I had on the defective card coming up. It would crash in Overwatch and PUBG, and stutter like crazy in Rocket League. True to my IT background, I tested the card in my wife’s 1600x machine as well as my 6700k machine, and in both computers the card would crash and fail.
I reached out the ASUS on Twitter again, and they were again polite and responded quickly. They accelerated the RMA process and within a week I received a completely defective non-working card. Yes you read that right, my computers wouldn’t even boot with the card they sent me.
I did some research on this and reached out to the community, and this doesn’t seem to be an isolated incident. From the stories I received, Asus does NOT honor RMAs. Asus send out defective cards as an RMA, in hopes of wearing down the user to the point they give up.
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There's more info and other horror stories in my article. Please share.
Thank you
This is a big ask, but this needs attention. The abuse that us customers are going through is ridiculous and has to be brought to light. Asus has now turned to ignoring me, my only recourse is to advise the community of their horrible practices. Please share this on the front page, I know [H]ardOCP is winding down, but, Kyle if you can, this needs attention.
Thank you;
- Rauel Crespo
http://cresponia.com/asus-and-thier-useless-warranty/
This story starts out in December of 2017. I finally saved up enough money to upgrade from my Zotac GTX 980-Ti AMP Edition to a card that provided a substantial upgrade in performance, one based on the recently released GTX 1080-Ti. I had two brands in mind, Asus and Gigabyte. Historically, I’ve had great experiences with both and it really came down to aesthetics and extras that the Asus GTX 1080-Ti Strix Gaming OC provided. It had a very nice shroud and heatsink that made the Gigabyte GTX 1080-Ti look ugly. The Fan and RGB headers didn’t hurt either. This WAS a great card, and Asus WAS a company I at once recommended.
A little background on me. I’m a computer hardware enthusiast and I head the IT department in one of the nation’s largest hospitals. I also do Reviews for NewEgg as an “EggXpert”. I upgrade my main machine about every year or so and have plenty of hardware to test with. My two main machines are an i7 6700k and a Ryzen 7 2700x. I have plenty of hardware to test and before I even consider RMAing an Item or returning it I ensure that the issue isn’t on my end.
I don’t have either my i7 or Ryzen 7 machine overclocked (the boost/turbo already on both CPUs takes car of any performance issues in my mind) and I NEVER overclock my graphics cards, which is why I bought a pre-overclocked GTX-1080-Ti and a pre-overclocked GTX 980-Ti before that.
The long-short of the story is that Asus does NOT honor the warranty on their products. I have reached out to Asus on multiple occasions with my requests falling on deaf ears. I first started noticing issues with the card in December of 2018. Games of Overwatch and PUBG would just freeze up. I reached out to Asus’ RMA department, and that proved clunky and unproductive.
I reached out to Asus on Twitter, and they were quick to respond, respectful and helped me with an RMA right away. I went through the RMA process and sent them my card, and less than a week later I received an RMA card from Asus.
I installed the card they sent me and I remember the same issues that I had on the defective card coming up. It would crash in Overwatch and PUBG, and stutter like crazy in Rocket League. True to my IT background, I tested the card in my wife’s 1600x machine as well as my 6700k machine, and in both computers the card would crash and fail.
I reached out the ASUS on Twitter again, and they were again polite and responded quickly. They accelerated the RMA process and within a week I received a completely defective non-working card. Yes you read that right, my computers wouldn’t even boot with the card they sent me.
I did some research on this and reached out to the community, and this doesn’t seem to be an isolated incident. From the stories I received, Asus does NOT honor RMAs. Asus send out defective cards as an RMA, in hopes of wearing down the user to the point they give up.
-----------------------------------------------------
There's more info and other horror stories in my article. Please share.
Thank you