ASUS - our 5 year warranty is really only 3 years

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

  1. BlueSaber80

    BlueSaber80 Gawd

    Messages:
    680
    Joined:
    Mar 10, 2015
    I think the mindset of "Jesus Christ, why can't Asus stop fucking everything up and do something right?" would be more accurate right now
     
  2. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    12,942
    Joined:
    Aug 16, 2004
    Just got the board back in after resoldering the one pin on the CPU_OPT fan header and both CPU fans are now working as expected.

    Will post pics of before/after in a bit.
     
  3. jyi786

    jyi786 [H]ardness Supreme

    Messages:
    5,461
    Joined:
    Jun 13, 2002
    And if you didn't have the resources or the knowledge to do this, you'd be back at square one.

    Way to go Asus. :rolleyes:
     
  4. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    12,942
    Joined:
    Aug 16, 2004
    LOL. The QA at the mfg plant should have caught this. I am betting at least a whole run of boards have this same issue.

    I actually had to use the tip of an exacto knife blade to clean the copper pad of whatever coating is put on the boards after going through the oven before the solder would stick to it.
     
  5. KazeoHin

    KazeoHin [H]ardness Supreme

    Messages:
    7,780
    Joined:
    Sep 7, 2011
    You make a point. Asus STILL screwed up, which means after months of jerking around and failure after failure, Asus STILL couldn't fix this user's issue, and the user had to actually fix the issue himself, on a supposedly brand-new board.


    I'm just going to put this out there: This thread was not the straw that broke the camel's back in terms of my choosing to never again buy an Asus product. Rather it was the Seawise Giant that flattened the camel into a murky reddish bio-film unrecognizable by science. This is a pretty big massacre for Asus PR in the enthusiast forum.

    And I own two Asus-based PCs. This is truly a spectacular fall-from-grace.
     
  6. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    12,942
    Joined:
    Aug 16, 2004
    Ok, so here are the before/after pics of the solder on the one pin.

    Before:
    [​IMG]

    After:
    [​IMG]

    Kinda hard to heat up a ground plane to get the solder to flow as well as I would like. It works and looks ok, so that is all that matters.

    Full album if you want to see large size:
    https://flic.kr/s/aHskho3vHs
     
    Last edited: Aug 10, 2015
  7. auntjemima

    auntjemima [H]ardness Supreme

    Messages:
    4,452
    Joined:
    Mar 1, 2014
    The first solder is definitely terrible. I find it funny that the other 5 or so look picture perfect, mind you a bit dull, and yet that one is something else.
     
  8. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    12,942
    Joined:
    Aug 16, 2004
    Yeah, not sure if the oven it went through was not hot enough.. or maybe they didn't pre-heat the board enough to heat up the ground plane... or they just didn't have flux on that one spot.

    The dullness on the others is just from oxidation from what I could tell.

    The soldering on the rest of the board looked good as well.

    There is just one through the board capacitor that looked like it had a bit too much solder, but the connections looked fine.
     
  9. westrock2000

    westrock2000 [H]ardForum Junkie

    Messages:
    8,953
    Joined:
    Jun 3, 2005
    Heck of a thread.

    Luckily all my Asus gear (and I have bought much over the years) has performed admirably.
     
  10. magoo

    magoo [H]ardForum Junkie

    Messages:
    14,337
    Joined:
    Oct 21, 2004
    You did a really nice repair on that solder......

    Do you have an expensive setup or are you just really steady with your hands?

    As for the Job comment....I realize Job is spelled J-O-B but I didn't want anyone to confuse it with the working kind of job or the hand kind of job.:D

    Anyway, looks like this story is about over....wow.
     
  11. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    12,942
    Joined:
    Aug 16, 2004
    Thanks. Guess I am just really steady with my hands. I used a 30w $5-ish soldering iron, some solder wick to remove as much of the old solder as I could and then some silver bearing solder and some solder paste to resolder it.

    Gotcha about Job.
     
  12. faugusztin

    faugusztin 2[H]4U

    Messages:
    2,630
    Joined:
    Mar 9, 2008
    It is because in USA, you can get away with such behavior.

    Here in Slovakia, the shop (thus the manufacturers service and/or manufacturer) has 30 days to fix an RMA. Not able to do it in 30 days = full refund to customer. Same issue for third time ? Full refund. Four separate issues with same product ? Full refund. Not even a partial refund - 100% of what you paid for the product when you bought it.

    My Gigabyte GTX680 died after 2 months - i got all my money back. A Gainward GTX570 Phantom had a noisy fan after 23 months and the shop couldn't return a fixed product to me after 30 days - i got a 100% refund. I had a chattering Corsair K65 - sent it for RMA, they couldn't do it in 30 days - 100% refund.

    I guess consumer protection laws are not that bad in the end, thanks to that evil EU, right ?

    If Americans would have an expectation for reasonable warranty system, then US would have comparable consumer protection laws. But i guess it is easier to scream "but that is socialism".
     
  13. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    12,942
    Joined:
    Aug 16, 2004
    Not everything that the EU does is bad... and I would kill for actual consumer protection laws here in the US.

    How's that whole Greece thing working out for the EU? Entitlements out the wazoo is what is bad about the EU.
     
  14. faugusztin

    faugusztin 2[H]4U

    Messages:
    2,630
    Joined:
    Mar 9, 2008
    How is that Puerto Rico thing working out for US? :p

    As i said before, i personally never had issues with ASUS here in Slovakia - i had two RMAs, both were returned to me fixed in around 3 weeks of RMA time (but then both boards had only audio jack problems).
     
  15. BlueSaber80

    BlueSaber80 Gawd

    Messages:
    680
    Joined:
    Mar 10, 2015
    Even as a decade + owner of Asus products with almost perfect track record, I woulda told ASUS to play and go fuck themselves if I was in your shoes.
     
  16. magoo

    magoo [H]ardForum Junkie

    Messages:
    14,337
    Joined:
    Oct 21, 2004
    It's nice you get your money back if a thing can't be done.......

    BUT......

    You then need to go out and buy another thing, whatever it was that broke, and you have to hope the replacement isn't more costly than the "100%" refund you got.

    Most of the time here in the good ol" USA we get a thing fixed in a very respectable time frame......
    then of course, there's this type of ASUS bullshit.
     
  17. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    12,942
    Joined:
    Aug 16, 2004
    The US federal government and just about every state government needs to get off their rears and put actual spending cuts into place. Same goes for just about any government on this planet.

    The amount of corruption and waste is mind blowing. And we, the taxpayers, are forced to pay for all this crap.

    Puerto Rico has been mismanaging it's finances since the early 70s and possibly before then.
     
  18. trick_m0nkey

    trick_m0nkey Moderator Staff Member

    Messages:
    3,957
    Joined:
    Oct 11, 2005
    This thread is a clusterfuck, and it's making me reconsider going Asus for my next system upgrade.
     
  19. FnordMan

    FnordMan [H]ard|Gawd

    Messages:
    1,727
    Joined:
    Apr 22, 2011
    Yeah.. there's quite a few of us with similar experiences. I had a similar experience a couple years back. (not quite that bad but still took two RMAs to get me a working board)
    Was without my desktop for the better part of two months. (thank $diety I had a laptop to fall back on, had it all hooked up and sitting on the floor)

    I'm firmly in the never buy ASUS again department. Even such that I recently spent ~$10 more on an ASRock ITX board for my HTPC resurrection project. (right now my "temp"* solution is the aforementioned laptop)

    *going on 3 months now... me? lazy? never....
     
  20. Altracomp

    Altracomp n00b

    Messages:
    10
    Joined:
    Aug 7, 2015
    Well I guess it is time for me to pile on my experience with ASUS as well.
    Honestly I think ASUS makes great quality products... but their customer service is by far the worst ever.
    During the "capacitor plague decade" I was using ASUS P3B-F's and P4B's for all my PC builds.
    The boards were used in Rackmount PC's for robot controls, datacollection and machine vision systems.
    So out of the 4k plus systems built I did have a small fall out rate with the ASUS boards... Every board RMA'd was sent back saying there was nothing wrong with it...was just ridicules.
    So I just adjusted the cost of the systems so I could just buy extra boards to cover the warranty myself.

    My other frustration with ASUS is with the ROG premium product line... no only does it have the same crappy RMA service but software support for their ROG products stops the second they stop manufacturing that model.

    My current MoBo will be my last ASUS product...
     
  21. Admiral Equinox

    Admiral Equinox Gawd

    Messages:
    593
    Joined:
    Jan 18, 2007
    Not even sure how I stumbled upon this thread, but goddamn OP - this is absolute insanity and your patience knows no bounds.

    Any other man would've long since told ASUS to get fucked.

    The past few machines I've put together over the past decade and even my current rig is using an ASUS motherboard and I will never give them another dime after this. I like their products, but this is no way to handle the people who hand over hundreds of dollars for enthusiast parts.

    I should also add that I was going to buy an ASUS Z170 Deluxe as part of my Skylake upgrade. Kyle just reviewed it and it looks fantastic, but there's no way in hell I'd risk this nightmare should it fail.
     
    Last edited: Aug 13, 2015
  22. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    12,942
    Joined:
    Aug 16, 2004
    I had another board to use in the meantime. Otherwise I probably would not have been quite as patient.

    The X79-Deluxe they sent me is a pretty nice board. Not my ideal PCIe slot arrangement.. and the whole CPU_OPT fan header having to be fixed by me was just lame... but at least I have a fully working board now.
     
    Last edited: Aug 18, 2015
  23. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    12,942
    Joined:
    Aug 16, 2004
    Just updated the OP. I will be adding a more complete summary there.
     
  24. valis1

    valis1 Limp Gawd

    Messages:
    183
    Joined:
    Dec 11, 2010
    Evidence is there, though, OP will have better success in a class action.

    It's quite sad in this generation of socialite internet tards, who think they can get away with anything. People and Businesses are still legally accountable, which involve the exchange of real money (personal property), tortfeasor.
     
    Last edited: Aug 19, 2015
  25. KazeoHin

    KazeoHin [H]ardness Supreme

    Messages:
    7,780
    Joined:
    Sep 7, 2011
    In the end, Asus sent him a free high-end video card. I think there is no bad blood from here on out. Maybe this little hiccup will nudge Asus in the right direction to improve their warranty practices.
     
  26. jyi786

    jyi786 [H]ardness Supreme

    Messages:
    5,461
    Joined:
    Jun 13, 2002
    I understand Asus is trying to make things right, and I applaud them for that. HOWEVER, that being said, screwing someone left and right and then sending them a free video card or something is not and should never be modus operandi. It is much cheaper for them and the involved user to simply REPLACE THE MOTHERBOARD PROPERLY THE FIRST TIME.
     
  27. magoo

    magoo [H]ardForum Junkie

    Messages:
    14,337
    Joined:
    Oct 21, 2004
    Plain and simple a pay-off so they don't look like complete, non-caring douchebags.

    It gives one pause, but doesn't excuse the shit he was drug through. Anyone else would have been shit out of luck.

    I'd have to think long and hard about keeping that.

    I'd be inclined to send it back, but that's just me. They really jerked this guy around.
     
  28. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    12,942
    Joined:
    Aug 16, 2004
    If they had asked me to get this thread removed in order to get the card I would have rejected it.

    As it is though, they sent me the card with no note and no communication from anybody about it.

    I sent a PM to Raja asking about it but haven't heard back yet.

    And I am certainly not going to pay to ship it back to them.

    They didn't even have to send it to me in the first place. I took it as a "we messed up a bunch.. hope this makes up for it" type of gesture.

    It is certainly a lot more than they would have done a couple years ago.
     
  29. jyi786

    jyi786 [H]ardness Supreme

    Messages:
    5,461
    Joined:
    Jun 13, 2002
    At this rate, expect that the next thing they'll tell you is that they mistakenly shipped it to you and that it belongs to someone else. At the very least they could have included a note saying "we're so sorry for all the hardships, here is a video card for your troubles". As it stands, the fact that they sent it to you with absolutely no documentation means it's not yours until you get clarification of why exactly they sent it.
     
  30. zaniix

    zaniix Gawd

    Messages:
    895
    Joined:
    Nov 4, 2011
    Wow you guys are harsh. I don't even understand the send the card back mentality. Take back your free card I rather be even more unhappy. That will really show them.

    ASUS is the one in power here, they chose to do something to say I am sorry for your troubles. He can still choose not to use them in the future.

    I understand the frustration, but I only make choices that will improve my life and I don't see how sending the card back would make sense. If you hate ASUS don't buy from them, that is really your only choice.

    This is like one of those scenarios where a cop pulls you over but is about to let you off with some warning or lesser charge then you could get and your friends in the back seat are like , Screw that, this is BS you cant talk to him like that and then you get arrested.

    I guess what I am trying to say is, why are other people more angry about this than the person it actually happened to?
     
  31. jyi786

    jyi786 [H]ardness Supreme

    Messages:
    5,461
    Joined:
    Jun 13, 2002
    You're wrong. Read my post above. Asus didn't include any documentation saying why he even received that card. As far as he is concerned, it may not even belong to him.

    And the reason why everyone is up in arms about it is this: how many of us own an Asus product? It means that when one of us has an issue, the chances of us getting screwed like the OP is are much greater, especially when we have a live example of how someone is being treated with a simple RMA.
     
  32. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    12,942
    Joined:
    Aug 16, 2004
    Per the FTC, unordered merchandise is considered a free gift unless you contact the seller and they want it back and will pay for the return shipping.

    And it is not even required for you to contact the seller.

    http://www.consumer.ftc.gov/articles/0181-unordered-merchandise
     
  33. zaniix

    zaniix Gawd

    Messages:
    895
    Joined:
    Nov 4, 2011
    I have multiple ASUS products myself, I get the concern. I also hope that if I ever have to RMA something I do not have these issues.

    I think you are reaching with the card not having details means it might be an accident and they can ask for it back.

    You are ranting about something that isn't happening to you and that you have no power to change even if it was. It sucks but that's a fact of life, companies have all the power. Many people on this board say they will never buy another ASUS product, if enough people feel that way it will affect how much money they make, but there is no guarantee they will ever care.

    I am not just trying to make you more angry, I just think people should be happy there was a resolution that was better than not getting anything at all which was a possibility.
     
  34. jyi786

    jyi786 [H]ardness Supreme

    Messages:
    5,461
    Joined:
    Jun 13, 2002
    Yeah, I know the law is on your side. It's just...Asus. With their track record thus far with you, I wouldn't put it past them to try and drag you through yet another issue that they've artificially created.
     
  35. jyi786

    jyi786 [H]ardness Supreme

    Messages:
    5,461
    Joined:
    Jun 13, 2002
    I get what you're saying. But that's the reason we have these forums, no? If OP didn't have this outlet, how much do you want to bet it would have been harder for him to resolve?

    I guess we're all collectively hoping that Asus is reading this and quits with the BS they're subjecting people to with RMAs.
     
  36. Derangel

    Derangel [H]ard as it Gets

    Messages:
    17,331
    Joined:
    Jan 31, 2008
    Even if it was sent to him accidentally it is his now. Federal postal laws are pretty clear about that. Anything sent without approval from a customer is considered a gift to that person. If ASUS asks him to send it back he is under no legal obligation to do so they can't even legally threaten to charge him for the card.
     
  37. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    12,942
    Joined:
    Aug 16, 2004
    Maybe ASUS is just trying to force me to have all ASUS products...

    Right now I have:

    ASUS motherboard
    ASUS 23.6" monitor
    ASUS DVD-R/W drive
    and now I have an ASUS R9 390 video card.

    The monitor and DVD-R/W were purchased before I initially had any problems with their RMA service so they have been around quite a while.

    I have also had other ASUS products in the past.

    They make good stuff, just their USA RMA service needs to be drastically improved.

    Seems like they may be trying to make it better, but only time will tell.
     
  38. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    12,942
    Joined:
    Aug 16, 2004
    Just heard back from Raja.

    He said that the video card is a gift from management.

    So there you have it.. you can stop arguing about it being an accident or not.
     
  39. jyi786

    jyi786 [H]ardness Supreme

    Messages:
    5,461
    Joined:
    Jun 13, 2002
    That sounds really good. Glad you got something for your troubles.
     
  40. TaintedSquirrel

    TaintedSquirrel [H]ardForum Junkie

    Messages:
    9,404
    Joined:
    Aug 5, 2013
    That's twice now I've seen positive results from complaining about ASUS on these forums.
    If my Hero gives me trouble I will be certain to make a lot of noise about it on HardForum.