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ASUS RMA nightmare (answer me ASUS)

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pedophilekiller

Limp Gawd
Joined
Jul 29, 2007
Messages
462
I have to rant because Asus RMA staff has tested my patience like no other support team. Long story short, my Asus X58 board stopped working exactly 30 days ago. I am very familiar with their RMA facility because it is in my hometown, Fremont CA. Even though I am currently in SoCal, the mailing distance is still close ~300 miles or 2 days by FedEx Ground. In other words, the ordeal should have been opened and closed within a week especially with their advance replacement program for premium boards.

But instead I am currently awaiting my 3rd replacement board which still has not shipped after calling them everytime I send my defective junk back. My biggest gripe with ASUS is lack of communication and care. I have spoken with these representatives: Daniel, Mark, Aaron, Tony, some woman I don't know, and Jon (3rd level) for over 6 hours. Each time they have to read my long boring RMA log for 15 minutes before assuring me I would get another board shipped out as soon as I call back with a tracking number. But everytime the new board would not ship unless I call them again and ask for the new tracking number. They do not send e-mail updates of my current status (ironically I still received 2 customer experience surveys). Daniel and Mark promised to call me back as soon as they hear back from the warehouse. Nothing. Mark even ignored my e-mail for a week after requesting pictures to be sent to his mailbox. Still nothing. When I called back he denied to ever receive my e-mail or remembering my RMA until Tony found my e-mail and apologized for Mark.

For those who are wondering what was wrong with my replacement boards, I was dissatified with their physical conditions. The first board had bent cpu and jumper pins. The second board had gouges on the trace circuits that touched the copper. To ASUS' credit, all the boards are tested and functional before they are shipped. However, I felt cheated by ASUS to keep these boards not only because they were used and damaged but they would forfeit my existing warranty. Keep in mind ASUS rejects physical damage of any kind when receiving boards but sends out used boards. Somehow, they can reject the same boards they send out unless you notify them immediately.

Seriously, answer me ASUS. It's not funny anymore. I wasted too much time on this. I still need a good board. Please support me.
 
pedophilekiller said:
The first board had bent cpu and jumper pins. The second board had gouges on the trace circuits that touched the copper. To ASUS' credit, all the boards are tested and functional before they are shipped.
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That doesn't matter. At all. Bent LGA pins are a problem whether the board "works" or not. It could have stability problems beyond turning it on and seeing if it works. There is nothing to credit Asus with here.

Good luck with your RMA. I may have to return my board to Asus soon and I can only hope my experience is slightly better than yours.
 
I feel your pain man. I am going through an Asus RMA headache right now. I received my first RMA board back [P6T Deluxe V1] last month, and it came in worse shape then when I sent it. They obviously took horrible care of it. The heatsink fins were all bent out of shape, and the onboard Power and Reset switches look like they were rammed and banged up by screwdrivers, not only that, but the board didn't even work even close to normal when I reinstalled everything. It would keep freezing, it would never stay on stable for more than like 5 minutes. I called Asus, one day they told me to disable the Express Gate, and then load or reinstall windows, but after I disabled that, the BIOS wouldn't even be stable; it too would freeze all the time. This is out of control with Asus, what happened to quality control and taking care [literally] of the customer's RMA shipment components. Someone in this forum, like Kyle Bennett himself, needs to stand up for us, and get the negative word about Asus, and maybe directly to them. I used to have a beautiful X58 board, but now it seems like garbage, and it doesn't make me feel good inside.
 
Yep many of these large companies are great and you only find out differently when you have to work with customer service.

//rant
I also RMA'd a motherboard 3 times within the last 6 months. First was QA out of the Box (broken PCI-E retention brackets. Second was a crash during load (repeatable and resolved with a duplicate board that I purchase locally). Third was when they shipped me the same board back without any communication.

When Asus sent me the same board back they took the entire processing window and shipped me a "replacement". The notes for the replacement were blank outside my information and serial number. I figured this may be normal if they replaced your motherboard instead or replacing it, so I proceeded with the replacement. Replaced the working one with the rma replacement (same model) and my issue returned.. I looked at my own notes and found out they sent me the same SN# back. Called up and was informed they could not reproduce the issue, sent me the same unit back, and asked me to speak with second level. After some holds/transfers I got to Second level who quickly confirmed my issue was motherboard related based on my notes and fix. Why they could not reference this information when the motherboard was evaluated, or call the customer prior to sending the same board back after all the information was there, was terrible customer communication.

Long story short after being escalated through several rotations of employees and managers for several days, I finally got them to send me a new replacement which they informed me was not policy. They made an "exception" as I had yet to have a working board for a purchase that was made over 45 days ago for a new product. I knew I would get a refurb'd board when I originally RMA'd my new board, and I understood this policy. However the statement "All refurbished boards are rigerously tested" soon just became a statement after I received the original defective product and received the same problem a second time ever after my rma submission providingall the information to reproduct the issue. I'm guessing this same board that was given to me had a similar history, and I'm sure someone else may get that same board.

What frustrated me more was the realization that all the requirements to create a RMA was never looked at or reviewed when they actually receive the product. So essentially this process is to only slow down and make it more inconvenient to the customer. I would bet that all the documentation that you must include with your RMA physically, and online, is tossed by receiving when they receive your product. They only use it to create the label for the generic white box. I'm also sure the technicians that review your product never reference these notes (as they are discarded), nor even look at the online RMA notes (which was verified when I asked to speak with a technician as they don't have access to the online system).

Through the whole process you quickly realize Asus is to big to care. Each group has a little portion of the entire rma process, and that avoids anyone from taking ownership of the issue. They know if they ignore you long enough, there will be someone else that can deal with it (including managers).

What they need is to have a specific group own the RMA process. Not the customer getting handed off to various groups, managers, technicians, shipping/receiving, and etc for a single RMA. Have one person own it at Asus and track the process. Make them the contact if the customer has concerns, updates, and have them followup. If Asus can't duplicate the issue, have that person contact the customer and arrange a followup with the technician if necessary.

I'm sure a portion of RMAs are user error, and maybe sending back the same models is a viable solution for Asus. All I know is with any company you will eventually have a product that fails. That is the time to reinforce the customer that they chose the right company when they made the original purchase. The way ASUS handles RMAs leads many to choose other options. Yes, we are small percentage of the customer base, but over time this population grows to the point where sales will become affected.

I have purchased Asus for over 10 years and have only had to perform rmas two times (<2%). However, this second one left such a bad taste in my mouth I will avoid purchasing another asus product if possible and hope my current Asus products last long enough to be replaced when I need to upgrade.

//rant

I recall seeing one hardware review site would actually contact customer care as part of the review process and include that in the product score. They were not breaking product, just simulating a typical request to determine effectiveness and timeline of customer support. Maybe this provides little value to the majority of purchasers, but is something everyone should be concerned with as you may have to deal with that company if you have an issue.

Even if they were rmaing good products, which I'm sure occurs in population, it would nice to know the time lines and experience levels.
 
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i ALWAYS read horror stories about Asus RMA. the last Asus board I owned was an A8n32-SLI....it will be my last.
 
Haste266 said:
i ALWAYS read horror stories about Asus RMA. the last Asus board I owned was an A8n32-SLI....it will be my last.
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that's because people don't really post "I HAD AN AWESOME RMA WITH ASUS!"

I've had pretty awesome service with Asus myself so I can't comment here but I wish the OP the best of luck. Hopefully they take care of you.
 
Most of the "too big to care companies" need to take lessons from places like Saitek and Logitech.

Hope my GTS250 doesn't die under warranty as it is an ASUS product.
 
My horror story now, bought a g2s-b1 laptop about a few years ago, I constantly had issues with it outright crashing randomly, if it was in a position that it didnt agree with it would crash, dont even try and put it on your lap because it would crash. It would keep doing this over and over and over. I sent it back to them 5 times, 2 times it came back DOA and after the 5th I gave up. I hate asus with a passion and I will never EVER purchase from them again. They were the reason that I built my own desktop, I couldn't stand dealing with companies like them again.
 
Thanks for the info. I'll never own an ASUS product of any kind. Just terrible....
 
shawnoen said:
Thanks for the info. I'll never own an ASUS product of any kind. Just terrible....
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That's your personal choice, of course. I have owned maybe\over 7 different motherboards from ASUS and non of them were bad, and many other stuff from ASUS, all was good.

Anyway, I can't really blame you :( Feel sorry for you man, good luck with your next purchases :O

Tj
 
I had to rma an 939 a8n-e (my board wouldn't come out of sleep). Everything went smoothly and the board I received was in perfect working order, it looked brand new.

But that was like 3 years ago, I ordered a m4a785gtd-v and it came with faulty ramslots, now I have a m4a88td-v and its been great so far, hopefully it doesn't die. Seems like they are going down hill.
 
Nobody is as bad as Acer.

I shipped them a moniter with a broken moniter, still worked kinda, in warrenty, and they told me they couldn't fiz it becuase it was "Broken".

YEs thats right, they couldn't fix ti becuase it was "Broken and didn't work".

And to add insult to injury, they wanted ME to PAY THEM to ship it back!
 
I ordered a rampage 3 on saturday and lately i found alot of these nightmare stories on various forums so i canceled my order last night and got the evga classified instead due to them having much better customer support and 500x less nightmare story's. sad...
 
XxDannyxX said:
I ordered a rampage 3 on saturday and lately i found alot of these nightmare stories on various forums so i canceled my order last night and got the evga classified instead due to them having much better customer support and 500x less nightmare story's. sad...
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Canceling an order for a motherboard you liked because you're worried an RMA will be difficult seems kind of fickle to me :confused: It's too bad, the RE3 is a great board.

RMA is always a worst case scenario. For what it's worth out of the two eVGA 480GTX's I bought, one of them was DOA and I had to RMA it, not exactly an easy process anyway you look at it, but I wouldn't let it stop me from buying one of their products.
 
I have lots of ASUS product, never had an issue with it..
RMA were all smooth with no cons at all..

not quite sure why this end up on some of you guys.

Even my first ASUS board last for 8 years of serving 24/7 server.
 
Funny story, considering I just discovered a very similar situation myself.

I had an m4a785td-v evo mobo, that worked fine for a couple of months. It developed a problem of running the windows 7 system clock too fast though. The clock advanced a minute every second or so. The busy wheel pulsed much faster than normal, window animations happened instantaneously. Most annoying was that if I didn't move the mouse for about 10 seconds, it would load up the screen saver due to inactivity.

Windows XP ran just fine though. I stripped it down to just the cpu, 1 ram stick and 1 boot drive, and win7 still ran like a speed freak. I also tried disabling a few bios options, and playing with the power because some people found this helped them on the asus forums. None of it helped me, so I submitted an RMA request online, with my full troubleshooting notes, and it was quickly approved.

I wasn't willing to be without my desktop for however long an RMA would take, so I picked up a m4a89gtd pro (not a decision I'm entirely happy with now considering how my RMA story ends) as a replacement/upgrade.

So after I received the 890 board and installed it, I shipped my m4a785td-v evo in, and got a replacement within a week. The m4a785td-v replacement had been sitting in a box until yesterday when I got together the bits I needed to build another computer. It's just a basic office type computer for my mom, CPU, HDD, 2 sticks of ram, onboard video.

I go to install win7, and what do you know, the boot logo comes up strobing. I cursed a fair bit at this point. Went ahead with the install just to make sure, and as soon as it gets to the desktop, there's the clock going 1 minute a second.

When I checked the S/N on the mobo I found it was the exact same unit I returned. No doubt their techs "could not reproduce the issue".
 
Well, I RMA'd my motherboard and I am scheduled to get the return package from Fedex on the 22nd, which would be 15 days after the day I mailed it to them (also using Fedex Ground). Assuming this new motherboard actually works, that is fairly quick service.
 
Kueller said:
Funny story, considering I just discovered a very similar situation myself.

I had an m4a785td-v evo mobo, that worked fine for a couple of months. It developed a problem of running the windows 7 system clock too fast though. The clock advanced a minute every second or so. The busy wheel pulsed much faster than normal, window animations happened instantaneously. Most annoying was that if I didn't move the mouse for about 10 seconds, it would load up the screen saver due to inactivity.

Windows XP ran just fine though. I stripped it down to just the cpu, 1 ram stick and 1 boot drive, and win7 still ran like a speed freak. I also tried disabling a few bios options, and playing with the power because some people found this helped them on the asus forums. None of it helped me, so I submitted an RMA request online, with my full troubleshooting notes, and it was quickly approved.

I wasn't willing to be without my desktop for however long an RMA would take, so I picked up a m4a89gtd pro (not a decision I'm entirely happy with now considering how my RMA story ends) as a replacement/upgrade.

So after I received the 890 board and installed it, I shipped my m4a785td-v evo in, and got a replacement within a week. The m4a785td-v replacement had been sitting in a box until yesterday when I got together the bits I needed to build another computer. It's just a basic office type computer for my mom, CPU, HDD, 2 sticks of ram, onboard video.

I go to install win7, and what do you know, the boot logo comes up strobing. I cursed a fair bit at this point. Went ahead with the install just to make sure, and as soon as it gets to the desktop, there's the clock going 1 minute a second.

When I checked the S/N on the mobo I found it was the exact same unit I returned. No doubt their techs "could not reproduce the issue".
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I had the mobo for 2 weeks it was a pos (ram slots were half dead, would boot sometimes from certain ram slots and sometimes not), I returned it to newegg and got the 880g asus, its been great.
 
Had the same dealings with asus. There tech carries on about something that has nothing to do with the real problem. Let alone i had a advanced rma done and the board i got in was so warped you could spin it on the table.

Sent it back and got two more back to back the same way. So the guy suggest i was making it up. Until i took the pictures on the board not laying flat on the table just curved up.

I actually need to rma this one but i really don't feel like bothering with asus any more. I even offered to pay extra for another model. Just so i wouldn't be bothered with this one. But they can't do that and their live support is just plain ignorant with the people the y have on there trying to help.

It is like when you try to explain they don't understand or want you to trouble shoot or just avoid the problem all together. And then you got their poor forums that is super slow and only us poor end users with problems trying to help each other out. While asus sets back and gets the money and could care less about the end user after they get their money.
 
I've dealt with ASUS RMA twice. Both times, it took over 3 weeks for it to complete, but they did send out brand new boards each time. Dealing with customer support wasn't ever a problem, though - good service, just really slow.

I've also dealt with Gigabyte RMA once - dealing with their customer support was noticeably less smooth than ASUS, up until I told them the reason I wanted to RMA was because a voltage regulator exploded, after which they offered to send a replacement with no more questions asked. It took about a week for me to get a replacement.

EVGA RMA refused to help me because I didn't register my card, but this was back many years ago - they're supposed to be a lot better now.
 
I had an awesome RMA on an ASUS GPU; sent in a 9600GT that had a mosfet explode, got a Radeon HD 5850 back.
 
I've had a mixed bag, my ASUS P6T has worked amazingly. The two Rampage III Extremes I attempted to replace it with have been disappointing.
 
chinesepiratefood said:
Well, I RMA'd my motherboard and I am scheduled to get the return package from Fedex on the 22nd, which would be 15 days after the day I mailed it to them (also using Fedex Ground). Assuming this new motherboard actually works, that is fairly quick service.
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Just a follow up on this. The motherboard they sent me fixed the problem I was having (bad ram slot), although the leads to the reset switch were bent (not a big deal, bent them back) and one of the fan headers had the plastic broken off, (header still works)

They were fairly prompt, but I wish they packaged it better.
 
AVT said:
I've dealt with ASUS RMA twice. Both times, it took over 3 weeks for it to complete, but they did send out brand new boards each time. Dealing with customer support wasn't ever a problem, though - good service, just really slow.

I've also dealt with Gigabyte RMA once - dealing with their customer support was noticeably less smooth than ASUS, up until I told them the reason I wanted to RMA was because a voltage regulator exploded, after which they offered to send a replacement with no more questions asked. It took about a week for me to get a replacement.

EVGA RMA refused to help me because I didn't register my card, but this was back many years ago - they're supposed to be a lot better now.
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most still do that.. its their way of saving themselves a few bucks.. if you dont take the effort to register the card then why should they take the effort to RMA a card for ya.. its the business model most companies have followed for years when it comes to warranties..
 
LOCO LAPTOP said:
From what I heard they still do that.
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If you don't register within thirty days you get 1 year warranty, and be dam sure that your registration went through. I had my 8800GTS warranty refused because they had no record in their system, yet my motherboard that I reg'd at the exact same time (680i piece of garbage) was there. At the end of a long back and forth it was claimed that maybe 'registration system problems' could have occurred, but it is up to the customer to make sure it is registered.

Petty crap like that steers me away from vendors very quickly.
 
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