ASUS - our 5 year warranty is really only 3 years

Discussion in 'Motherboards' started by cyclone3d, Jul 1, 2015.

  1. guavaball

    guavaball [H]ardForum Junkie

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    I also had an x79 sabretooth that needed warranty work. The audio went out.

    I got it back. Audio fixed. But the Intel SATA ports were gone.
     
  2. jojo69

    jojo69 [H]ardForum Junkie

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    same SN?

    or did they just trade you for someone's bad SATA board?
     
  3. auntjemima

    auntjemima [H]ardness Supreme

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    Sounds good. Ill take it. Lol
     
  4. cyclone3d

    cyclone3d [H]ardForum Junkie

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    Well, ASUS updated the RMA status page for my motherboard.

    USPS must have time travel capabilities because ASUS' page says it was received on the 7th.

    In reality, I shipped it to them on the 8th and tracking shows it was delivered on the 10th.
     
  5. magoo

    magoo [H]ardForum Junkie

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    Fail.
     
  6. Exeodus

    Exeodus [H]ard|Gawd

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    This reminds me of the time I sent in a 790FX board that refused to post with any quad core, but would post with a dual core just fine. Got an RMA, and clearly explained what the issue was with the RMA department, and even printed a page with the issue and placed in the box with the mobo. They sent me the same board back with no repairs done. So I called them, and the CSR actually told me they didn't have a quad core chip to test with, even though they knew what the issue was beforehand. So after a little pissing and moaning, they emailed me a pre-printed RMA UPS label and sent me a brand new retail boxed mobo. Good times.
     
  7. flegg

    flegg [H]ard|Gawd

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    They still haven't sent it back to me for some reason.
     
  8. lutjens

    lutjens Gawd

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    I've purchased more ASUS motherboards than I can count over the years (and may in the future), but hearing reports like this over the last few years makes me well aware that what I'm buying is disposable with no warranty. To purchase a motherboard from a manufacturer with such poor RMA service is a repugnant proposition, but one that may be barely tolerable if the board has the right feature set, considering a motherboard's typically low value. I do refuse to purchase any of ASUS's video cards though...if I got their typical RMA runaround with a top-of-the-line video card, I'd be very annoyed.
     
  9. BurntToast

    BurntToast 2[H]4U

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    My GTX 680 had a defect. I sent it in for RMA and they didn't have my card in stock, they said it would be 2 weeks. They offered an upgrade to the next model up and I took them on it. This was within months of having my video card and they shipped me a new one NIB.

    I've had SHIT luck with Corsair and most everyone thinks they are the best shit out there. Go figure.
     
  10. cyclone3d

    cyclone3d [H]ardForum Junkie

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    The replacement board is on it's way to me.

    According to the email they sent me, they sent out a board with a different serial number. From the looks of it, it looks like a much newer serial number.

    Will post back once I receive the replacement and have tested it.

    Edit: just noticed that the RMA page says that it is a P5G41T-M LX V2 board.

    I sure hope they didn't actually ship out an LGA 775 board to me.

    The email they sent me says it is a Sabertooth X79. I think that their RMA status page is just all messed up.. or maybe it is in their system wrong just like the board I had trouble getting an RMA for.

    Edit2: The email they sent me looks like either their email generator is all messed up. The closing has my name, email address, and phone number as the contact info for ASUS. The tracking number they put in the email was also the tracking number for the package I sent them.

    The actual tracking number for the package being sent to me was on the ASUS RMA status page.
     
    Last edited: Jul 22, 2015
  11. auntjemima

    auntjemima [H]ardness Supreme

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    Seems like they just forwarded you your info back lol... strange.
     
  12. cyclone3d

    cyclone3d [H]ardForum Junkie

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    Kinda seems like that... but not entirely.

    Email goes like this:

    Greeting (looks like from ASUS)

    Shipping info (all my original info including the tracking number)

    Board info (shows the board I sent them and the replacement board info)

    The closing looks like they input my name and contact info instead of theirs.

    You would think that they would test their email scripts before putting them into production.

    Same goes for their RMA status page.

    If I try to look it up by RMA number, the page has no information on it.

    If I look it up by board serial number, it comes up with the RMA number page with the actual RMA status.. even though some information looks completely wrong.
     
  13. auntjemima

    auntjemima [H]ardness Supreme

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    If you get a proper replacement board at this point it will be a miracle.
     
  14. mls1995

    mls1995 2[H]4U

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    This thread is depressingly bad for Asus. It really makes me think about what manufacturer I'll go with in the next month for Skylake.
     
  15. wrangler

    wrangler 2[H]4U

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    If you open up your RMA and there is a P5G41T-M LX V2 in there...
    It will be sad, yes.

    But you will win the internets for that day.
     
  16. magoo

    magoo [H]ardForum Junkie

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    This would be funny......if it wasn't.

    Large order of Fail.
     
  17. cyclone3d

    cyclone3d [H]ardForum Junkie

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    Well, just got the replacement board.

    It is definitely a board that was sent back by somebody else.

    When I opened up the box and took the board out, a small screw fell out.

    I looked around to see where it came from and found that the "thermal armor" that covers the I/O slots has one of the screw holes broken.

    Yay! :rolleyes:

    They also didn't ship it with the fan that is supposed to mount on that piece of the thermal armor... guess I should have removed it from the old board before I sent it in.

    Going to see if they will send me a replacement thermal armor piece and possibly the fan.
     
  18. magoo

    magoo [H]ardForum Junkie

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    Jesus.
    You send in a well cared for 3 year old board.
    ASUS sends you back a broken-ass board with missing components.
    The first thing I'd do is take some pictures of what you received, broken parts and all, for what it's worth.

    What a heart-breaking experience.:(
    Essentially no warranty service.
     
  19. cyclone3d

    cyclone3d [H]ardForum Junkie

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    Well, other than the broken piece of plastic the board looks ok.

    At least it doesn't have scratches and missing surface mount components like the x58 board they sent me a few years ago.
    With that one ASUS were complete jerks and Newegg ended up refunding me the original purchase price of the board even though it was way, way, way out of their return period.

    I emailed the cl-joline person and just waiting to hear back.

    Edit: found the little piece of plastic that was broken off. I am guessing it either happened in their shipping department or during shipping as they use a box that really is too small for the board and then put that inside a shipping box that I would not feel comfortable with to protect the board.

    The first RMA for this board was shipped the same way.

    Yay.. compromise the safety of the boards during shipping in order to save a few pennies.
     
    Last edited: Jul 23, 2015
  20. Nenu

    Nenu [H]ardened

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    Just wow.
    Even knowing the exposure this thread is bringing, they still cant get it together.
    This is the best they can do.
    They've lost the plot.
     
  21. Rattle

    Rattle 2[H]4U

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    If it were me I would not even compromise my hardware with their junk ass shit. Throw it away, walk away and learn from it. Tell everyone you know about asus and never buy any of their products again.
     
  22. cyclone3d

    cyclone3d [H]ardForum Junkie

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    Yeah, I don't even know what to think anymore. If it weren't so sad it would be the most hilarious thing ever.

    Thing is.. when their stuff works, it tends to be really good. But words can't describe their RMA support.

    I just don't get how they operate like this. Any job I have ever worked, if I treated the customers like they do, I would have been fired.
     
  23. N4CR

    N4CR 2[H]4U

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    Wow, please have some e-condolences. That must suck completely to get that in your door, after all this mess. It's like they are punishing you for complaining/RMAing.

    After an average experience with a Gigabyte board back in the days (the good stuff has been good though!), plus a terrible 'wangforce' cooler on the 6970, which seems to be the practically the same design used on modern cards to this day, switched to Asus for personal, family, friends and business builds. That's USD 20k plus of computers over the years (lost count..). Have had no problems ever over 8 years + with Asus though.

    That said, I'm sure my luck won't last forever.

    Time for a new rig for me in EU (.de) and basically has to be an X99. Was even considering the deluxe but damn, a deluxe board with 'Alibaba' level of customer service is a big huge ass fail in my books...

    Is Asus giving it's employees crack or heroin or something as a bonus? Wtf has happened to them.

    Didn't find Raja to be offensive or bad on here though, props for even responding and trying to help, sadly, big companies suck in this regard usually.

    Don't want to go back to Gigabyte or even touch MSI, but it's looking like I'll be an idiot not to at least check them out... >_<
     
  24. c3k

    c3k 2[H]4U

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    I've bought a lot of Asus products in the past. That was then. This is now: MSI and Gigabyte.

    Good luck!
     
  25. magoo

    magoo [H]ardForum Junkie

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    Yes.
    You and I both know if we sent something to them packaged like that it would be flatly returned as "customer induced damage" and that would be the end of the story......
    the warranty RMA would be void as far as they were concerned and they would send it back.
    Nice to be able to break your own rules.:mad:
     
  26. Unstableone

    Unstableone [H]Lite

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    Sucks that you got a poor quality replacement. Does it work at least? If it were me, i'd be stress testing the piss out of it and checking every port/slot

    Anymore, you practically have to have documentation/proof of the product you are sending in is damage free to avoid problems. I video unboxings of rma replacements just in case...
     
    Last edited: Jul 23, 2015
  27. cyclone3d

    cyclone3d [H]ardForum Junkie

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    Yeah, I know. :mad:

    I am waiting to hear back from them before I even bother swapping the board into my system. I for sure will be testing absolutely everything though.
     
  28. r-486

    r-486 Gawd

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    lol, they got a thieving ASUS RMAer on the loose or what?
     
  29. aubsxc

    aubsxc [H]ard|Gawd

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    My belief at this point is that this is an unwritten Asus policy. Quality customer service and warranty repairs/replacements would cost Asus quite a lot of money given how much stuff they sell. I believe Asus has made the decision to not provide any customer service, by giving people the runaround until they give up and stop complaining. For people who post their complaints on Amazon/Newegg and online computer forms like Hardforum, Asus has hired a few PR representatives to respond and pretend they are interested in fixing problems. This is a far less expensive solution. I cannot believe that an enormous multinational company like Asus could not provide quality customer service if they really wanted to. This has to be a conscious decision on their part!

    I appreciate he often has a difficult time dealing with disgruntled customers, and he appears to be interested in helping people when he can. But we wouldn't need people like Raja to do damage control if Asus customer service were doing their job to begin with.
     
  30. magoo

    magoo [H]ardForum Junkie

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    Very interesting thoughts.
    It's pretty hard to believe though, I mean out of all the stuff ASUS sells, how much of it actually breaks?
    I would bet the percentage is really small.
    I have a shit-ton of ASUS stuff and none of it has ever needed RMA.

    I agree, their plan of action is to fund some sham of a service and just frustrate people to no end.

    Good example is Amazon......they're a little bit different business model, but when have they ever refused to take something back, no questions, and simply replace it.
    Their rules are clear, but I have never had one refusal.
    Corsair is another good example. Never a question. Just complete customer satisfaction.

    ASUS is just plain FUBAR.
     
  31. Nenu

    Nenu [H]ardened

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    I follow a similar mindset to that of aubsxc.
    This has been going on for at least 1/2 a decade.
     
  32. Master_shake_

    Master_shake_ [H]ardForum Junkie

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    wow.

    the american ASUS RMA facility is terrible...

    the canadian one is amazing. never had a bad experience with them.
     
  33. BababooeyHTJ

    BababooeyHTJ [H]ardness Supreme

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    On the other hand their bios support is among the best. I don't get it.

    I am no asus fan but after this gigabyte motherboard and a couple of msi motherboards I may have to go with asus next time around.
     
  34. DF-1

    DF-1 2[H]4U

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    A+ in public relations.

    you're lucky if you see my money again. :rolleyes:
     
  35. magoo

    magoo [H]ardForum Junkie

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    LoL........you made my beer go out my nose......:D
     
  36. SpeedyVV

    SpeedyVV [H]ardness Supreme

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    First off, I think you guys are being extremely rude to Raja... you totally are putting words into his mouth.

    Raja has been invaluable helping us here, so cut him some slack!

    I buy tons of ASUS products, almost exclusively, but have to say that fortunately I have never had to RMA anything yet.

    This and other threads, sure are making me want to consider alternative brands.

    Had to RMA EVGA, Lenovo, Seagate, Western Digital, XFX, all with great success and zero fuss!
     
  37. techie81

    techie81 [H]ard for [H]ardware

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    I just think his tone is really negative, like he is doing people a favor. With that said I have already made my decision not to use Asus products anymore. I just will not take the risk of buying one of their products and not feel like Asus will take care of me if something goes wrong. Other companies have their issues too but I know they will make it right.
     
  38. Unstableone

    Unstableone [H]Lite

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    I probably shouldnt laugh...but LOL!
    I've been burned by asus once, never again
     
  39. KazeoHin

    KazeoHin [H]ardness Supreme

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    After seeing this thread, and many others like it... I will not buy an ASUS product again.

    This is a shame, because I really have enjoyed the products they have made in the past, but I can't risk a nightmare like this with my PC, which I use for a secondary source of income, even if its a 0.1% chance, that's a 0.1% chance I can't take with my workstation. Products fail, that's a given: we can't escape that. But if a company is going to be this inept and this haphazard with a repair case that has the ASUS regional online representative looking after it... I have NO faith in a happy ending for myself.

    Sorry Asus.
     
  40. munkle

    munkle [H]ardForum Junkie

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    I don't get the people that say they aren't going to buy asus over this (unless this actually happened to you). I have had Asus, MSI, asrock, and gigabyte boards over the past 3 years.

    The only one that was quirk free with out odd issues was the asus board. The other boards weren't defective they just had known quirks.

    So when people say they wont buy asus because of others bad experiences, it's like they are saying to me that they would rather buy a product that just doesn't quite work right from the beginning in hopes that when it breaks more they can get a "fixed" still quirky product. I'd rather take the one that works great with no warranty than one that doesn't with a warranty.