ASUS - our 5 year warranty is really only 3 years

jojo69

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thanks Raja, despite our palpable displeasure with your employer's RMA performance, shooting the messenger is never productive
 

cyclone3d

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So it looks like somebody may have fat fingered something when they entered the serial number for this board into the system.

Heard back from Raja, and he said that the serial number is coming up as a completely different product.

when I chatted with ASUS online, I specifically asked them if that was the correct number as there are multiple stickers on the board. The one I gave them was the one on the sticker on the bottom of the board that has the model number on it as well.

They told me that that was the correct serial number.

And besides that, their online system would not even accept the numbers from the other stickers on the board.

Will have to try to get stuff straightened out when I get off work this evening.
 

cyclone3d

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Received another email from ASUS. They want me to send over the invoice.. which I already did when I filled out the online RMA form.. but whatever.

Also going to take a pic of the serial number sticker on the board and send that over as well once I get home this evening.

I'll post back when I hear something back from them.
 

magoo

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I think the correct S/N is on the retail box sticker,too.

Crazy that you have to essentially start over. But at least someone is listening this time.
 

Rattle

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Good luck with this one guys, Asus is shady and even Raja responses are full of the arrogant attitude the people at asus are known for. They are built on deception and will only do what they legally have to if you chase them all the way to the finish line. I dealt with the person he is referring us to once and it was after six weeks of jumping through hoops until I emailed someone in management and they referred me to her.

She did in fact take care of it, after another month of bullshit. so I was shit out of luck for around 2.5 months on a $500 product that was defective and had a 3 year warranty. Not long after I had a friend getting no where with asus and I tried to reach her again and was told she does not work in that dept. anymore. Now here she is though huh? Did she get transferred around? I am sure the answer will be yes and another lie since we cannot prove it. The only asus products I have is my sound card which I love and recently the headphone amp on it has died, It wont be replaced with an Asus and my 144hz monitor i dont even use anymore cuz colors so bad.

Way to lie to your customers and treat them like they are stupid, once they have your money they do not care, they are like the comcast of hardware as far as I am concerned.
 

cyclone3d

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I think the correct S/N is on the retail box sticker,too.

Crazy that you have to essentially start over. But at least someone is listening this time.
This was a replacement board that was sent to us a few months after purchasing the original one which died.

Took pics of the serial sticker on both the white RMA box and the motherboard and emailed them over along with the original invoice.
 
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Vote with your wallet, but since all suppliers seem equally shady to some degree always trying to weasel out of obligations if they can. Guess we should have a list of great service companies as opposed to bad. Problem is margins are so tight on hardware that customer service is a huge pain point.
 

rive22

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Hopefully they send you back a fixed or replacement product. Put a note in there man.

Crazy Asus assclowns

I'm buying MSI/Gigabyte from now on.
 

SRTie4k

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I too have had nothing but good experiences with MSI's RMA process. They pretty much accept anything no questions asked, and turnaround is very quick, no more than a day IIRC.

Been looking into downsizing to a m-ITX build for my primary rig and was looking at the Maximus VII Impact, but I think I'll start looking into the MSI gaming ITX variant. May as well save some money while I'm saving some headaches if there's ever a problem.
 

jojo69

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Hopefully they send you back a fixed or replacement product.
lol, unlike the many, many stories of getting it back still broken, getting back someone elses broken one, them just losing it for months, or throwing your socket protector away and taking a screwdriver to the pins and claiming customer damage
 

bigdogchris

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You guys should be thankful he stops by here to check. It's not like Raja is personally responsible for the shortcomings of the Asus RMA process. He may not be able to do anything about the issues that we have other than escalating the case.

It's almost like some of you want him to sit in the forum and talk shit about his employer, because everything else doesn't seem good enough.
 

aubsxc

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This is not my sole job. There will always be flak at forums, that is the nature of what people coming to forums frequent them for (complaints, moaning, expletives are commonplace).
The common theme to such complaints being that the Asus RMA process sucks and people requesting warranty service for high end, expensive products get lied to and given the run around all the time. Want to stop people from complaining? Tell your employer to clean up their act! Saving a few dollars by refusing to honor the warranty on the stuff they sell in a prompt, courteous manner is a shitty way to do business.
 

Nenu

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Maybe they get so many RMAs they cant afford to.
Which would explain why sending a brand new faulty item to them results in either getting the same faulty item back unrepaired or someones elses ex faulty item.
 

rive22

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lol, unlike the many, many stories of getting it back still broken, getting back someone elses broken one, them just losing it for months, or throwing your socket protector away and taking a screwdriver to the pins and claiming customer damage
True that man
 

KazeoHin

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Yeah, Asus should really be on their best behavior right now. I'm looking at building a new system soon, and for the first time in 15 years, I'm not looking at Asus for a mainboard. I used to be a HUGE fan of Asus, now I'm looking at Asrock or even (twitch..) MSI... That should show something. I'm not saying I'm the most important customer ever, but if I'm thinking "crap, what if I have a situation like THAT?" than there are hundreds of others thinking the same thing.

With the ever-growing culture of enthusiast hatred for Asus customer service (regardless of how anecdotal it may seem); the rep here shouldn't be arguing for their position like a politician, they should be saying "yes sir" "no sir" "sorry" "thank you". In the eyes of most enthusiasts here, Asus does not have a position to defend, the have ground to regain.
 

cyclone3d

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The board is on it's way to the Jefferson, IN facility.

I made sure to:
Include a note describing the problems with the board.
Take a bunch of pictures of the board itself
Write the RMA number on the motherboard box
Write the RMA number on the shipping box
Make sure to pack in very securely with my standard "use so much packing material that absolutely no movement is possible". (Bubble wrap on the outside of the motherboard box and enough bubble wrap inside the shipping box so that the box has to be held closed in order to tape it.)

According to the email they are going to swap out the board with a different one. The note I included was on a printed out copy of the email.

I'll update again once the tracking info indicates that the board was delivered.
 

cyclone3d

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Tracking shows the board as delivered to the ASUS facility at 1:18p.m. today (EST I am guessing)
 

jyi786

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I can't believe I subscribed to this thread just for the shens. GG Asus. :rolleyes:
 

flegg

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Well my board finally made it there but I got "burnt - unrepairable."

Good thing I found a new Asrock extreme4 on craiglist for cheap. After experiencing both boards I much prefer the Asrock btw.
 

Nenu

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Incredible, they have no shame.
Ask for explicit proof.
At least make them work for their failure to stand up for the warranty.
You never know, it might show you a way that they are wrong, or are interpreting things to simply side with themselves that could be a workable angle.
 

flegg

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Not worth my time. I'll just never buy any Asus product again and recommend everybody I know do the same.

The malfunction was clearly caused by the mobo if they don't want to honor the warranty without me spending hours hassling them fine.
 
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Dayaks

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This thread makes me feel that my X99-A is the last Asus product I buy.
Yeah I've bought a lot of Asus... my rampage v extreme may be the last.

No offense Raja but "it's not my job" mentality drives me up a wall. Would of preferred a "this is completely unacceptable and will get to the bottom of it."

I suppose at least you tried to help. I hope you realize how messed up this process appears.
 

auntjemima

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Not worth my time. I'll just never buy any Asus product again and recommend everybody I know do the same.

The malfunction was clearly caused by the mobo if they don't want to honor the warranty without me spending hours hassling them fine.
This is exactly what the want people to do. Give up. You have pretty much just enabled them to do this whenever they want. It works.
 

jojo69

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If I was on an ASUS design and engineering team I would be fucking pissed.

They bust their balls/ovaries and consistently churn out some of the finest implementations on the market.

for years...decades

and then some beancounter decides it is worth fucking the consumers that get the inevitable duds

sad
 

Kaliban

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After reading this thread I realise how lucky I am to be living in Australia and not the US. We have decent consumer protection laws over here with free channels to persue instead of having to dish out money for a lawyer.
 

munkle

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Stories like these suck, but i'll still probably buy asus because in my expierence their products are the most well rounded with the best quality. I've had odd issues from gigabyte and msi with their mobos, none of them are show stoppers but you can tell the quality just isn't there. Stuff like a poorly laid out bios, bios settings that don't save if using their windows app, stuff that like that. Extra controllers that have some kind of compatibility issue. My asus experiences are trouble free. I may get a bad board and it may suck to rma it, but I'll take that over the quirks of the others.

Asrock I had an issue with a mobo with the remote it came with not working, but I bought it for an amazing price open box so I am not sure if I can fault asrock for it, it did start working about 1 year after I bought when I did the newest bios update, so I kind of want to put some blame there as it doesn't seem it was defective but that asrock had some bios issue.
 

Unstableone

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Good luck, op.

A few years back I tried to RMA an asus amd 970 board. I had video evidence of crashing @ stock/newest flashed bios and gave a note in the rma tldr "dont just flash bios and send back, contact before returning" and directed to video.

It was lost at the RMA facility, I had to complain after waiting for more than a week of nothing after it arrived. I called and they couldn't find it. I missed 1 call from them with no message left, called back in which nobody could find out why I was called, and nobody could give me an update. The actual people I talked to on the phone were nice, just not very helpful. I blame asus entirely.

After a few days it was eventually found. They did exactly the opposite of what my note asked for and did not contact me before sending back. I'm assuming it was poorly tested or not tested at all. I got back the same board with the same bios with the same problems. But, at least they didnt damage it in shipping...probably because it was never tested.
 

Zepher

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this is an old pic when I was cleaning out my closet, but you can see what brands I prefer.


I've used Asus for all of my personal builds since 1995 and haven't had one fail on me yet. I guess I am lucky.
 

faugusztin

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After reading this thread I realise how lucky I am to be living in Australia and not the US. We have decent consumer protection laws over here with free channels to persue instead of having to dish out money for a lawyer.
Also this is mostly ASUS US (and probably UK) having horrible RMA system. Here in Europe they are pretty good.
 

flegg

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I've built only about 9-10 computers total for myself and family and friends but the only hardware problems I've had are in order:

Asus mobo
Fanless PSU can't remember brand friend really wanted it big regret
Samsung monitor stuck pixel
Asus mobo

So sure it could be luck, but right now I am on fool me twice mode with Asus.

Some of the problems I can blame on the P67 chipset (shoddy USB 3.0), but several I cannot. The Asus software had a notoriously ridiculous memory leak they NEVER fixed.

My problem with Asus is they advertise premium things that just don't work as advertised. The TUF armor did nothing. The 5 year warranty was a lie. The response time of their monitors - not as good as advertised.

And what really brings me on here to complain isn't even having my RMA rejected itself. It was the process. Everything was made difficult.
1. Had me test the mobo with different everything except the CPU before giving RMA#
2. Ambiguous instructions "ship without ANY acessories" Ok does that mean no TUF armor, CMOS battery, etc? Maybe stupid question but I doubt I'm the first person with that question. Let's not bother updating our instructions.
3. USPS had to redeliver MOBO
4. Wall of text automatically generated emails about my RMA

ASrock uses some laughable bad english but at least it's logical, not ambiguous, and gives the impression they actually care about their products.

As I become an adult with much more money and much less time, I'll be dropping money with companies that have treated me well like Corsair.
 
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Blade-Runner

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Yeah, Asus should really be on their best behavior right now. I'm looking at building a new system soon, and for the first time in 15 years, I'm not looking at Asus for a mainboard. I used to be a HUGE fan of Asus, now I'm looking at Asrock or even (twitch..) MSI... That should show something. I'm not saying I'm the most important customer ever, but if I'm thinking "crap, what if I have a situation like THAT?" than there are hundreds of others thinking the same thing.
You live in Australia don't you KazeoHin? Take it back to the retailer and tell them to sort it, consumer guarantees take precedence over manufacturer warranties and it is illegal for retailers to palm you off onto the manufacturer. Might as well take advantage of your rights given the absurd price gouging you pay on consumer electronics.

https://www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees
 

jtm55

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This is exactly what the want people to do. Give up. You have pretty much just enabled them to do this whenever they want. It works.
Hi All,
Maybe in the short term however, word of mouth is one of the most effective forms of advertisement. Be it positive or negative. This isn't the only forum where folk are complaining about Asus not honoring their warranty. If Asus continues along this line of not honoring their warranty, folk will become less inclined to buy their products.
 

iDShaDoW

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I had a huge pain trying to get in touch with someone who could help me warranty my cousin's dead motherboard; took probably a week of back and forth with e-mail as no one on their support phone number ever answered.

It was only 1 year into the warranty though. Sucks that you can't contact your credit card company and have them remedy the issue since it's way past the 90 days or 6 months period or whatever for consumer protections.

I have had an experience like that with WD. I sent in a hard drive for warranty replacement a few months after I bought it because it had developed a number of bad sectors and the system would occasionally decide not to recognize the drive at all. They processed the RMA online without having to chat with someone, I shipped it in, then received the replacement in short order. The replacement was labeled refurbished and had only a 90 warranty, despite the fact that the original drive was a higher-end model with their old 5-year warranty.
I think this happens sometimes but you can contact WD support and they'd update the warranty period in the system and it'll reflect when you sign in and check. I had the same issue with receiving DOA Red's from Amazon. Finally, Amazon offered to refund me half to keep a drive with bad sectors and WD RMA'd it and I had the same 90 day warranty issue as you which was resolved by contacting them.
 
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