Ive bought mainly asus motherboards since 2000. I went with xfx and evga mother boards and the rma process for both companies is ridiculously easy and user friendly. Now fast forward to 2014... I had my first asus video card with directcu cooler on it and one of the fans went out. I rma'd the card to asus and they sent it right back without repairing it. I thought it must have been a mistake so I called asus. after 45 minutes on hold and explaining my problem for the second time im told the representative cannot process my advance rma at the moment and tells me to call right back and some one else will... mmmm kay.
I call back and wait another 40 minutes and tell them what happened, they said they would advance rma it now. the only catch was they had to do a stock check which would take 2 days, then after that they would send me a email which they would then respond to after another 24 hours. if the card was not in stock I would have to do another regular rma... not the most efficient process to say the least.
Its been over a week now and they have not sent me the email and I don't feel like waiting another 30-45 minutes on the phone for help with this issue. I have a friend who wants the card in question to put an after market cooler on so im selling it to him for 100 dollars just to be done with it.
So the funny thing is, every thing is great with asus until something goes wrong and you need to RMA... I always thought the asus rma horror stories were exaggerated somewhat but I was obviously naive. as a customer, when you pay a premium for a product you expect a little more, and quite honestly asus are just flat out unprofessional when it comes to RMA support. It is really quite tragic because they make fantastic motherboards, but lets be honest here a 3 year warranty means nothing if the manufacturer does not honor it as they should.
As I write this I now have an EVGA 780 ti sc acx and it is quiet and fast...the fans made a very faint whine during the first 15 minutes of burn in which is apparently normal and not the first card I've had do that on the burn in process, just fyi if you get one.
P.S. kyle, it would be great if you did a review of asus customer support, you might rethink giving them awards in the future.
sincerely,
former asus fan boy
I call back and wait another 40 minutes and tell them what happened, they said they would advance rma it now. the only catch was they had to do a stock check which would take 2 days, then after that they would send me a email which they would then respond to after another 24 hours. if the card was not in stock I would have to do another regular rma... not the most efficient process to say the least.
Its been over a week now and they have not sent me the email and I don't feel like waiting another 30-45 minutes on the phone for help with this issue. I have a friend who wants the card in question to put an after market cooler on so im selling it to him for 100 dollars just to be done with it.
So the funny thing is, every thing is great with asus until something goes wrong and you need to RMA... I always thought the asus rma horror stories were exaggerated somewhat but I was obviously naive. as a customer, when you pay a premium for a product you expect a little more, and quite honestly asus are just flat out unprofessional when it comes to RMA support. It is really quite tragic because they make fantastic motherboards, but lets be honest here a 3 year warranty means nothing if the manufacturer does not honor it as they should.
As I write this I now have an EVGA 780 ti sc acx and it is quiet and fast...the fans made a very faint whine during the first 15 minutes of burn in which is apparently normal and not the first card I've had do that on the burn in process, just fyi if you get one.
P.S. kyle, it would be great if you did a review of asus customer support, you might rethink giving them awards in the future.
sincerely,
former asus fan boy