ASUS fustration...

I have an ASUS Sabertooth Z77 that failed nearly a month ago and ever since it have been pure hell. I called them the first day it failed on me and asked for RMA and ever since ASUS customer support been extremely difficult to work with.

Rude attitude by one of their rep.
Screwed up system (They claimed that my Email was not received by them even through I received confirmation that they got it)
VERY slow process
ZERO effort on their end.
Trying to not honor the 5 years warranty claiming my warranty expired... TWICE. I submitted my invoice to prove that the board is less than 3 years old multiple times. Each time they confirmed that it's within warranty.

I'm 99% positive that today when I call them AGAIN, they will say that they have to restart the process because it already passed 5 days for me to submit the paper work even through I sent it twice last week, Monday and again on Friday.

I'm beyond frustrated and pissed. I'm sick of seeing my computer laying on my workbench out of order.

What the hell can I do to get the board replaced?

Have you pm'd Raja the Asus rep here on the boards and asked for his help?
Shoot him a pm with all of your info and the RMA# you received.
http://hardforum.com/member.php?u=230910

I'm sorry to hear about your bad experience.
I had a terrible experience with them two years back.
I had been contacting all asus rep on forums and on their support site but no avil, they don't give me rma no at all or a location to ship it while it had 2 years of warranty left on it. So I sold that broken graphics card for parts on ebay..
But recently I heard they got better but still confused after hearing your story.

Just now called them. Another brick wall as expected.

They said they haven't received the email that I sent to [email protected] with my forms. I've sent this form to this same email address twice last week. On Tuesday I received confirmation within hours. Again on Friday I resend it but have not received confirmation.

They said they cant do anything about it till the email is processed... And bunch of other brick walling method. I asked to speak to their manager.

After few minutes of silence.... They replied and said hold on... and hung up on me.

I'm not bald but at this rate I will be from pulling my hair out of frustration.

Welcome to ASUS, sounds fairly standard and is the reason i'll NEVER deal with them again.

Next time though: Get the agent name and/or ID before asking for a manager (or at the start of the call for that matter), that'll give them incentive not to hang up as they'll get in trouble personally.

They have been headed down that path for a few years now. Not really sure what is going on with Asus. Raja is a great guy to deal with. Hopefully he can help you out or find out why you are getting the rinse and repeat process over and over. I wish you the best of luck on the outcome with the rma. Please keep us updated.

You can also try the Asus ROG forum as Raja hangs out there most of the time also helping out.
http://rog.asus.com/forum/

What I find funny is that I prefer ASUS products over the others. Not for the support but the fact that I never had to call them for support before. Now, others like Gigabyte and MSI, I had to. But they were a pleasure to deal with. For Example, I don't talk to someone from India when I called MSI (No offence to any Indians, but I just cannot understand with the super fast speech and the thick accent).

Now, I 'll never do business with Zotac ever again. Granted it was just a $30 video card but the fan went bad. GREAT opportunity to test their customer service. They wanted me to send a clip of it making noise.... This blew me away. They wanted proof by me sending a clip of it? WTH? I never had a company do that before; they always took my word for it.

So... I got on Craig's list. Found an old Camcorder for VCR Tapes... and sent them a "Clip".
I did get my RMA though...

This story is just way too familiar.

I'm so glad the ASUS stuff I have is still OK.

No more stuff from them.

I am another former ASUS customer who will not buy their products again.

I have had good experiences with some of my ASUS products.

But when you get an ASUS product that doesn't work, support and service from ASUS is basically non-existent, at least in the US, and you get stuck with bad product.

And when you're spending $200 to $400 or more on a part, that's a lot to get stuck with.

I just took a quick look at their 2nd quarter 2014 presentation to investors, because I was curious about where they generate their revenue: http://asus.todayir.com.tw/attachment/2014081213491413_en.pdf

At least for this past quarter, only 14% of their sales is in motherboards and cards, and only 25% of their business is in the Americas. So, not much focus on either our region or graphics cards / motherboards.

They seem more focused on mobile and tablets, which probably makes sense from a business standpoint. But not too good for people in the Americas buying their graphics cards and motherboards

Meanwhile, here is a quote from the presentation linked above:

Despite industry,
end customer happiness is always the most important thing

Click to expand...

There is probably a decent business opportunity here for someone in the Americas... become the exclusive distributor of ASUS PC performance products in the region. Since the products do often have some good design and performance value (when they work as expected), just raise the prices a bit, and offer EVGA-like service and support. Let ASUS focus on design and manufacturing. But in your contract with ASUS, you had better stipulate that the cost of returns gets passed through to ASUS Taiwan

Here a update of what happening since my last post.

Contacted Newegg (the place I bought my board from) to see if there anything they can do. Turns out they was more than happy to help me resolve this issue but it would take 3-7 days to process

Yesterday nothing was getting better and was still struggling with the same issue. But the rep I spoke to yesterday was much nicer and felt really helpful. He asked me to resend the paper work again anyway. So I did and didn't hear back from them till 5pm yesterday I received an email saying "Thank you and your request will be processed accordingly."

It was a somewhat a relief, but that didn't last long as this morning I received another email saying I need to fill out the forms again. I was about to flip, called ASUS again. They said to resend it again... I emailed and sent an fax again for the 6th time in 8 days.

Then at 1pm today got an email from a person working at ASUS asking me about my board and asked for more info about it (I assume he was the one Newegg contacted.) I gave him the info. Didn't hear back from them since then.

However, an Hour ago my credit card showing a charge from ASUS... So I guess they are finally processing the order. Hopefully I'll see the board tomorrow or Thursday since I selected overnight shipping.

Yeah I'm done with asus, have been using their motherboards and/or graphics cards for years, no more. 2 x Bad RMA experience with motherboards turned me. Purchased another Asrock instead, told them keep the board. Their sending it back anyway . Lousy Cx service.

ive had 4 or 5 asus boards, and this Hero is the first asus board ive been disappointed in. its been over a year, and i still cant install sound drivers other than the default MS drivers... from 2010. and with asus being such a pain to deal with, its not worth it for me to tear down my only system and try to rma the board. if the board is even the problem. it could just be their god awful drivers.

I'm sorry for crap from ASUS others had to deal with. I really cant recommended ASUS to anybody anymore.

Surely enough they finally shipped the board that day and I received it yesterday I finally got my board back and finally get to taste what Crossfire and three beautiful 27" DELL S2715H look like. Computer running flawlessly so far.

Now I wonder how difficult would it be to get my hold removed...

I too will have to fall upon Asus in this thread. Their equipment works great when it works. I have had two motherboard and 2 separate video card issues that revolved around similar experiences as the OP. Their CS is so lacking that they have to resort to people like Raja being dedicated to help customers out that they know will cry foul and sour their sales here in the US. If you resort to dedicating people to help solve and in many cases short circuit the Customer Service System you have developed, just to get something done; maybe that system is flawed and needs repaired. RMA Issues with the Swift ROG Monitors Ive been tracking have been nearly comical if it were not for the premium these folks have paid.

Nothing the less good luck and hope your machine stays operational for its life.

i blacklisted asus mobos in the ol' 462 A days, for me theres no such thing as an asus motherboard, i dont click on threads about it and i dont post comments about it, it doesnt exist in my own private world and i dont care. all in all i dont think i missed anything, except maybe some headaches. and yep, when it comes for me to hold a grudge, which is not an easy feat to achieve, it is forever.

I love their boards, but yeah their customer service is totally shit, some of the worst ever. Good luck on getting any kind of rebate from them too as they can't seem to process them either. It's tough to get away from them though for me as their ROG boards are amazing.