Another Asus RMA Nightmare

Oldie

Oldie

Mean Old Administrator
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Jan 12, 2004
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First off, I don't want to bash Asus out of hand...I've never had a mainboard fail on me and I've never had to deal with their RMA's until now, but I had heard the horror stories.

Long story short, my daughter wanted a pink laptop and there was a decently spec'd Asus one so I got it this March. At some point in May it wouldn't post, no display, nothing. RMA'd it, two weeks later they send it back with a fresh mainboard. One week after that, wouldn't post, no display. So I send it in, again with the shipping speed of a snail they send it back and it appears to be working, but there's a large deep scratch in the lid and one of the rubber feet is missing.

So I call up to gripe (again) and they absolutely refuse to do any kind of advance exchange and just want me to ship it back to them again. I already got my daughter a replacement laptop awhile ago, now I'm just mad on principal. Mainboard replacement w/in 60 days of purchase then it dies again a week later, then THEY physically damage it and the best they can do is having me ship it back to them. Last Asus product I buy...sheesh.
 
You can always ask for a supervisor and escalate it. Most of the lower tier people are underpaid drones who really don't care so much. You have to tell them that what they are offering is "unacceptable" or something to that effect, and that you would like to speak with their boss. Get the boss on the phone and he/she will make it right. I used to work in a service department and couple minutes getting mad (while being nice) can really pay off.
 
timta2 said:
You can always ask for a supervisor and escalate it. Most of the lower tier people are underpaid drones who really don't care so much. You have to tell them that what they are offering is "unacceptable" or something to that effect, and that you would like to speak with their boss. Get the boss on the phone and he/she will make it right. I used to work in a service department and couple minutes getting mad (while being nice) can really pay off.
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Did that, still the only option they gave. I never got nasty, never seemed like a good way to get anything done.
 
Sometimes they are just completely useless in getting something escalated. Presenting your case to a different supervisor or maybe putting it out their to something like the consumerist can be helpful. In my experience as a service rep, "The squeaky wheel gets the grease" is 99% true.
 
At least they sent you a working machine. I RMA'd a mobo to Asus twice and they didn't fix it at all. I didn't bother with a 3rd shipping attempt (at my expense), I just got rid of it.

I also swore I wouldn't buy any more Asus products unless I had other avenues of recourse (i.e. Costco). A rule a broke 2 days ago when I was forced to order an Asus GTX 680 DC2, wish my luck.
 
I recently tried to RMA my Sabertooth Z77. That board claims to have a full 5 year warranty. I lifted 5 caps off the mobo and they said they would repair it, and when I called them back they said they couldn't give me a new board. The board was in my machine for about 9 months. I really feel the same way you do about the brand. In all honesty I bought a Lenovo Y500 because I wanted a portable machine with decent specs. I was going to get a G series Asus but slapped myself when the idea popped into my head.
 
I had good luck with my gaming board RMAs. Not so good with Server board RMA. It needs to be returned, but they barely got it working last time. Escalating seems to help if they are slow, but doesn't make it work when it gets back to you.

Good luck.
 
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