ASUS - our 5 year warranty is really only 3 years

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

  1. KazeoHin

    KazeoHin [H]ardness Supreme

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    Fair point, but this is the reason I tipped over, just to give you an idea of whats going through my head.

    This guy had a legitimate issue. An embarrassing one from the OEM's standpoint, as the TUF product line has ALWAYS had a 5-year warranty. Its part of the TUF branding, its part of the sabertooth and gryphon lines' sales appeal. They had a systems hickup that caused the board to show up as '3 years'.

    Okay that's an honest mistake. The guy contacted Asus and they fixed it all up.

    Wait, no they didn't. They put up a brick wall and refused to honor the warranty. Bad news, but also something that is most likely a systems error and the staff weren't trained enough in the offered product lines to see the issue (though they SHOULD HAVE). So the guy told us here (which is what should happen) and Raja jumped on the thread. Raja, the ASUS online representative for the company to (most) English speaking hardware websites, who showed up to save the day!

    After Raja showed up, the guy got his board warranty honored and everything turned out fine!

    Wait, no it didn't. Even with the secret Konami-code warranty cheats that Raja offered, not to mention the red flags that SHOULD have been raised to make sure this sort of public, highly visible and vocal user gets taken care of, ASUS STILL screwed it up. in other words, their ineptitude was so thick that people in high-up places within the company cant even force the process along manually.

    Yes this is ONE instance. but if you look at the way it was handled, and if you look at the almost weekly "WTF Asus" threads that pop up here, you get a pretty consistent picture.
     
  2. Unstableone

    Unstableone [H]Lite

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    Warranty support shouldn't be optional. Dealing with asus feels like trying to deal with rebates or insurance companies.

    Read the complaints on asus at consumeraffairs/bbb and probably others. It's not just motherboards and videocards that have problems.

    With the manufacturing processes being pushed to the limit nowadays and being shipped long distances, you need a warranty. Every company has duds, and not all of them are user error.
     
  3. munkle

    munkle [H]ardForum Junkie

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    Not saying you don't need a warranty but asus has the best quality. I'm saying I would rather buy something that is going to work right and might die with no warranty that something that will have issues from the get go.
     
  4. KazeoHin

    KazeoHin [H]ardness Supreme

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    The more you rely on a machine, the more you realize that EVERYTHING has the chance of breaking. everyone makes duds. one of the reasons why Dell and HP are so damn popular in the corporate space has nothing to do with their hardware reliability, it has to do with how quick their warranty service team is to respond to faults. I understand where you come from: "I'd rather have a great product and a shit warranty than a shit product with a great warranty." but the problem is that even great products break, and have duds. Mr. 'bought the shit product' may break sooner, he is back on-track in a few days because the warranty support was awesome, this may happen to him three or four times, but each time, he is back up and running in a week or so. Whereas you: Mr. 'bought the great product' will run great, and possibly never encounter an issue, but if you do: you possibly encounter hostility and mixups when you try to make right on your warranty, and be out of commission for months.
     
  5. /dev/null

    /dev/null [H]ardForum Junkie

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    I've had this happen with WD as well. Contacting a rep about it got it fixed up within a few days.
     
  6. Curl

    Curl Limp Gawd

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    TBH, I believe that if you look hard enough, you could find a thread like this about any vendor. Personally, I haven't had the best of luck with Gigabyte, MSI and WD (especially Gigabyte).
     
  7. wizzi01

    wizzi01 2[H]4U

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    Except you don't have to look hard around here to hear Asus horror stories. I have been researching for a new computer, and this latest story about Asus is pulling me away from ever using them again.
     
  8. auntjemima

    auntjemima [H]ardness Supreme

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    I was pretty wary when sending in my WD drive recently. The 18 pages of instructions and the do's and don'ts of shipping the device made me worried I would get back a drive still broke and a voided warranty.

    Turns out I was worried for nothing. I shipped it in the 2" of bubble wrap they require and my new drive was shipped the same day. Very fast service. My only real issue was the new drive was pretty sloppy in there and bouncing around.

    Any RMA scenario for me is usually worrying. Might be my nature. Companies aren't like they used to be.
     
  9. SRTie4k

    SRTie4k Gawd

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    Can't speak for Gigabyte, never bought a component from them, but I've had excellent warranty experiences with both MSI and WD. They both were hassle free and had extremely fast turnarounds.
     
  10. Tengis

    Tengis [H]ardness Supreme

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    I got burned once a long time ago... now I take like 30 pictures of anything I RMA including a video of the boxing process. Ive been waiting for the day a company is like, "Lol, so, this is broken. You obviously broke it".
     
  11. DF-1

    DF-1 2[H]4U

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    but the thing is, the "ASUS thread" gets posted every single fucking month for the last 4 years. They just don't give a fuck. This is not the first time, and will certainly not be the last time.


    Tune in next month for another episode of asus bullshit, right here on the [H]!
     
  12. munkle

    munkle [H]ardForum Junkie

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    Funny that they specifically want bubble wrap, when I had to rma a hitachi drive they gave me about 4 pages of instructions on how to pack it, they specifically said not to use any bubble wrap and if they recieved a package with bubble wrap it would be returned and the warranty voided.
     
  13. cyclone3d

    cyclone3d [H]ardForum Junkie

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    Hey guys, it is getting even better.

    I just received a survey email from ASUS.

    And I still have not gotten a response from CL-Joline about the broken thermal armor.
     
  14. Nenu

    Nenu [H]ardened

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    lol, go for it :p
     
  15. cyclone3d

    cyclone3d [H]ardForum Junkie

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    Just filled out the survey. After I hit submit, the response page came back with some random incorrect html code instead of a message.

    So that is broken on their web page as well.
     
  16. aubsxc

    aubsxc [H]ard|Gawd

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    Pretty much nothing in the Asus North America customer service department works as it should, so why should the user feedback system be any different? Asus already knows what you are going to say, and they are not interested in your whining. Didn't Raja explain that already in his earlier post in this thread?

    If you want a response, post on Asus' Facebook page and tell people about your experience. I have heard that will get you noticed in a hurry.
     
  17. Nenu

    Nenu [H]ardened

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    [shakes head]
     
  18. Phyltre

    Phyltre Limp Gawd

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    That explains it! They just need to fix that feedback form and they'll finally see how bad their support is and reform their process!
     
  19. cyclone3d

    cyclone3d [H]ardForum Junkie

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    So I sent a PM to RAJA and he replied right away. A little bit later he replied again and said somebody should be contacting me.

    Cl-Joline called me while I was on my way home from work.

    She was having trouble finding my RMA in the system so she had me give her the serial numbers for the board I originally sent in and for the one they sent me.

    She also had me take some pictures and email them to her.

    They are going to be giving me a shipping label and then once I have dropped it off they will be sending out another board. (cross-shipping)

    Hopefully this second board arrives in good condition.
     
  20. Nenu

    Nenu [H]ardened

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    It doesnt improve.
    They dont call unless the issue is forced and then cant locate your case.
    You have to hope someone knows what they are doing somewhere, you might get someones lunch pizza box by accident.

    Good luck!
     
  21. KazeoHin

    KazeoHin [H]ardness Supreme

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    $10 says it gets screwed up again... Any takers?
     
  22. magoo

    magoo [H]ardForum Junkie

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    This whole thing is full retard.

    But not as bad as the Chrysler/Fiat thing I guess. Covering up or ignoring people's cars starting on fire.......:eek:

    But still rises to a level of ineptitude that makes you wonder.:rolleyes:

    I bought my son a new Maximus VII Hero for a back to school tune up, so far it's been flawless. I hope it stays that way. ( I feel sort of like a red-haired step-child......just cringing waiting for the abuse.....)
     
  23. cyclone3d

    cyclone3d [H]ardForum Junkie

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    Shipped off the damaged board this morning and received tracking info for the replacement board right about 2:30p.m. my time.

    Crossing fingers, toes, arms, and eyes that this board will be in good shape and working.
     
  24. Rock&Roll

    Rock&Roll [H]ard|Gawd

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    Not surprised to see a thread like this, really. My nephew had an X79 board he was trying to RMA with them. It was only about 2 years old at the time. Turns out, they forgot to put serial number stickers on some of their motherboards circa 2011. No SN sticker....good luck getting a warranty.

    And I'm not surprised that they don't give a damn about this thread. PC gaming (read "gaming" in the marketing sense) has gotten so huge, they can afford to piss off a ton of us. They know their BRAND reigns supreme. Everyone knows RAMPAGE stands for top notch high end gear....and most of the time their hardware backs it up. But when it doesn't, you're fucked. And they'll still be the "best" in everyone's eyes.
     
  25. Nenu

    Nenu [H]ardened

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    I paid £150 to enter the Asus lottery and lost, my new motherboard didnt work and they refused warranty.
    Not the best from any standpoint.

    They lost a lot more than my business and they will never recover it.
    They had a short chance to show they have changed but they have instead got worse, even now 5 years later.
    Its impossible to give any recommendation.
    I'm not putting my reputation on the line for them, nor investing my time trying to resolve RMA issues which drive you mad just when you need a good service the most.
    They get a well deserved middle finger back for giving one to their customers.
    Enjoy Asus :p
     
  26. siluro

    siluro Limp Gawd

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    Yeah I also have been let down by Asus customer support. Even if they accept your RMA, I had to return 5 times before getting a working motherboard (ram slots wouldn't work or other issues), which at the time was their top of the line offering.

    I much prefer MSi and have dealt with their customer service. They were helpful, and quick at resolving the issue. I also like Gigabyte, however have not yet needed to call them up, 5 boards I've had with Gigabyte and no issues.
     
  27. ASUS_USA

    ASUS_USA Technical Support Department

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    Hi Cyclone3d,

    Thank you for reaching out for assistance with this issue you are facing as we have this issue has been brought to our attention. Let me apologize for the world of inconvenience that this may have caused as I have also confirmed by seeing that a 5 year warranty was promised to you, our customers. I would like for us to proceed in order to something done on this issue as quickly as possible, can you please email us at socialsupportus@asus.com​ with your case or serial number as well as a brief description of the issue with the motherboard. Again we sincerely apologize for the trouble that has been caused.

    If you have any further questions, comments, or concerns please do not hesitate to let us know. Your case number is N150786585. We will be more than happy to assist you. Once again, thank you for choosing ASUS products and services.

    Thank you,


    In Search of Incredible

    Technical Support Department
    http://www.asus.com :: http://service.asus.com/​
     
  28. HvyMtl

    HvyMtl [H]ard|Gawd

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    Hmm. Looks like Asus has another one watching, albeit late, on this forum.

    IMHO, they owe cyclone3d a bit more than just a board replacement. I suggest a full refund, AND a NEW board.

    And a sincere apology.

    Wait.

    Customers never get actual apologies...
     
  29. cyclone3d

    cyclone3d [H]ardForum Junkie

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    Wow.. wonder how high up this went in order to get contacted by social support.

    Well, I just sent them an initial email and will send another later this evening chronicling this whole mess, including chat session logs, emails, etc.

    Maybe this whole thing will get something rolling over at ASUS that will help get their whole RMA dept mess fixed.

    Oh, and the tracking number they sent me for the board they cross-shipped me is about 3 times too long to be a tracking number. I just love their email system.
     
  30. DF-1

    DF-1 2[H]4U

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    kinda odd how that account doesnt have a nametag or something similar to all the other reps...

    also kinda weird that they just put your case # out on the internet for everyone to see... I get you're trying to get people to see you're getting it fixed, but maybe send him a private message with those details instead next time.
     
  31. Nenu

    Nenu [H]ardened

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    I agree, it looks very sketchy.
    Reported the post.
     
  32. magoo

    magoo [H]ardForum Junkie

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    Gee......
    it only took these guys a month to see this?
    What exactly is social support?
    If it's like social security, you know exactly what to expect....:eek:

    somebody smell a rat?
    The grammar in that response made me laugh.:D

    " Hi Cyclone.....we are owning all your motherboard........"
     
  33. Nenu

    Nenu [H]ardened

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    Asus USA have a title now.
     
  34. HeavensCloud

    HeavensCloud Oswego, not shitty as Buffalo

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    Why? It's the same exact generic response they give out on Twitter and other social media and all the links are legit.
     
  35. Nenu

    Nenu [H]ardened

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    Because they had no title.
    After asking if they are genuine, [H] has gifted them a title.
    It says in the post before yours.
    Post 150 indicated the issue.
     
  36. auntjemima

    auntjemima [H]ardness Supreme

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    lo... I was thinking the same thing. Grammar was something else. Didnt seem legit but they have their own title now.. so we'll see.
     
  37. jojo69

    jojo69 [H]ardForum Junkie

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    It will take a long period of good behavior before I will be able to recommend ASUS product again.

    Putting out the occasional brush fire doesn't cut it.
     
  38. magoo

    magoo [H]ardForum Junkie

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    Yeah.
    I looked that up and they have a join date 7 months ago and only three posts.
    Obviously too busy on Facebook or whatever.:eek:
     
  39. cyclone3d

    cyclone3d [H]ardForum Junkie

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    I heard back from them pretty quickly. They said to wait for the cross-ship to arrive and to contact them again if I have problems.

    I actually already sent them back a super long email detailing all of the problems I had with their website and with their horrible email system.

    Once this is all over, I am going to go and edit the OP to put all the information there in chronological order.

    Hoping something actually comes of this and they fix their crappy way of handling RMAs
     
  40. magoo

    magoo [H]ardForum Junkie

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    I like your attitude.

    I hope you're right. :)