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ASUS RMA Hell

H

hashish

Limp Gawd
Joined
Jun 8, 2010
Messages
291
UPDATE (2/28/14): SO ASUS MADE GOOD ON THEIR END AND SENT ME A BRAND NEW CARD AND AN ARES BRIEFCASE OVERNIGHT.


I've been a member long enough where I deserve to vent publicly.

I opted to xship my asus gtx680. The card they sent me was in horrible condition:

2014-02-18134308_zpsacb73d63.jpg

Notice how it was shipped.

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Notice the dirt and dust on the fans.

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Notice the missing screw on the MOSFET heatsink.

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Notice the screw missing that connects the backplate, pcb, and PCIE bracket. It is also missing the spacer between the PCB and backplate (not shown).

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Same screw as above but for the top of the PCIE bracket.

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Completely missing black metal shroud that supports the PCIE bracket to the backplate. Notice the two top screw holes. You can even start to see the pcb warping and backplate warping because of this missing piece and the wrong spacers between the pcb and back plate.

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Here's a better shot at that warping and missing metal support. That support is supposed to extend from the PCIE bracket almost all the way to the power ports.

2014-02-18134349_zps07174969.jpg

Two more screws missing probably supporting the GPU bracket, but I can't tell without opening the unit.

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Screws that support the DP and HDMI ports missing. You can even see the DVI screw stem missing.

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Check out this custom soldering job.

Bang up job asus, i'll be sure to be buying even more of your products!
 
Last edited:
card has probably been flogged hard, failed, baked by first owner, then RMAd

good luck with ASUS man
 
I noticed no "warranty void if removed" stickers on any of the heatsink screws. Still, why would they send out a used heatsink fan? I could see a refurbished/tested main board, but a heatsink fan, thats just asking for it.
 
sounds about on par for Asus these days, and when you try and RMA that or send it back they'll say oh no physical damages!
 
It's brutal, I have to wait a week for this card to go back, a stock check, and another week and a half for my replacement. We'll see how that goes. I'll never buy an Asus again.
 
I have a feeling it was an Asus/Pegatron employee that just pulled a card from his water cooled rig at home and threw what he had left back together and shipped it out to me. How else doe something like that pass a stock check?
 
Wow, that card looks like it's been beat to death, then thrown back together.
Hopefully they make it right for you, and get you a better replacement then that. Good luck sir.
 
Thanks for sharing. I've been an Asus customer since P2B-D mobo but with all the things I've read about Asus I went with Gigabyte with a recent purchase.
 
mi7chy said:
Thanks for sharing. I've been an Asus customer since P2B-D mobo but with all the things I've read about Asus I went with Gigabyte with a recent purchase.
Click to expand...

Yeah I bought my first Asus board in 2000 for my first PC build and I currently have an Asus board. I've been lucky to never have an issue with the half dozen or so Asus products I've had till now.

I did have a Gigabyte AMD board a few years ago and their RMA turnaround was like 4 days from shipping my board to TX I think and getting my new one on my doorstep.

EVGA for a GPU was flawless too!
 
That's weird. I just got my 7850 DCUII back from ASUS RMA last week. It was solidly wrapped in bubble wrap and looked new. It worked just fine. It seems crazy for there to be such a wide range of results from the same repair center (assuming you are in the US and sent it to the one in Indiana).
 
nightanole said:
I noticed no "warranty void if removed" stickers on any of the heatsink screws. Still, why would they send out a used heatsink fan? I could see a refurbished/tested main board, but a heatsink fan, thats just asking for it.
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What is the difference between a used card and a refurbished card? To Asus, nothing at all.
hashish said:
I have a feeling it was an Asus/Pegatron employee that just pulled a card from his water cooled rig at home and threw what he had left back together and shipped it out to me. How else doe something like that pass a stock check?
Click to expand...

You cant smuggle stuff in and out of that place. Its locked down hard to prevent stealing.
 
JapaneseGorilla said:
That's weird. I just got my 7850 DCUII back from ASUS RMA last week. It was solidly wrapped in bubble wrap and looked new. It worked just fine. It seems crazy for there to be such a wide range of results from the same repair center (assuming you are in the US and sent it to the one in Indiana).
Click to expand...

This came from the Indiana plant yeah.
 
hashish said:
I take it you work there or have in the past?
Click to expand...

Its just common sense.... Those types of facilities have very high security measures to prevent theft. The idea that someone swapped cards from home is crazy. Most likely it was never cleaned or checked, and just sent off.
 
jmilcher said:
Its just common sense.... Those types of facilities have very high security measures to prevent theft. The idea that someone swapped cards from home is crazy. Most likely it was never cleaned or checked, and just sent off.
Click to expand...

I can't speak for Asus, but I have/had buddies that work or have worked at these type of repair facilities and they would bring in their stuff all the time to work on with the in house equipment. Use stuff they can afford at home like network analyzers, oscilloscopes, lithography and etching. Like I said Asus' operation maybe different, but I wouldn't expect security to be that high. Sure theft is always a risk, but they aren't working on stuff that's terribly sensitive.
 
I have to say wow, and wow again damn who the heck put that card in ? damn man do they no look or do they think there customers are just sheep that don't understand up from down.

I'm really disappointed, have been an Asus customer since I was 14 years old building my first PC that was 10 years ago never had a problem there motherboards are more than bullet proof I even advice everyone that asks me to always go Asus, but after seeing stuff on these forums dunno man this is not right.

I have to add that in my country there is no retailer, we have warranty and return it to the store that imports all the stuff, so usually when something is defective there is no RMA you just hand it back and get a brand new one, and if it's like 3 years later you can get anything in the same league as your part.
 
Nahawand said:
I'm really disappointed, have been an Asus customer since I was 14 years old building my first PC that was 10 years ago never had a problem there motherboards are more than bullet proof I even advice everyone that asks me to always go Asus, but after seeing stuff on these forums dunno man this is not right.
Click to expand...

I know how you feel. I haven't upgraded my main rig (other than video cards) in quite some time but this mobo is probably the last Asus component I will buy, after hearing about this RMA craziness on the forums.
 
Nahawand said:
I have to add that in my country there is no retailer, we have warranty and return it to the store that imports all the stuff, so usually when something is defective there is no RMA you just hand it back and get a brand new one, and if it's like 3 years later you can get anything in the same league as your part.
Click to expand...

Wow I'm jealous. I wish Microcenter had a Costco type return policy, I'd buy everything there. Having to RMA something is bad enough, when you have to deal with it multiple times and nothing get accomplished is mind numbing.

What country are you in?
 
I wish I could say I know how you feel, but I can't. I've been trying to RMA my GTX 680 with them for nearly a month now and I can't even get an RMA number. I've been in contact with at least 5 people, made phone calls and sent emails with the net result being that they think I'm trying to RMA a motherboard and my serial number is wrong.
 
MavericK96 said:
I know how you feel. I haven't upgraded my main rig (other than video cards) in quite some time but this mobo is probably the last Asus component I will buy, after hearing about this RMA craziness on the forums.
Click to expand...

Seems like you and me have a rig from the same era, the 1st Gen Core i Series, for my next one I'm defiantly going Gigabyte there boards seems really awesome and also little cheaper from where I buy.
 
hashish said:
Wow I'm jealous. I wish Microcenter had a Costco type return policy, I'd buy everything there. Having to RMA something is bad enough, when you have to deal with it multiple times and nothing get accomplished is mind numbing.

What country are you in?
Click to expand...

Israel, basically what we have is 2-3 big chain companies competing with each other of only PC parts they have a huge stock of everything low end to high end, and if they don't have it they will import it to you with no extra cost at all, and the warranty is a store warranty so if it's defective I just go there and get a replacement immediately.

I do have to add also that taxes here are really high just to give you a comparison, EVGA 780 Ti SC in the USA is about 700$ ? give or take here it's 1100$.
 
It's kind of weird reading these horror stories. I guess that either there are a few really bad cases that people are really vocal about or it's complete luck of the draw.

When my ASUS 7850 died a month ago I filled out the form one night, got my RMA number the next day. They mailed me a replacement about 10 days after they received my card.

My only complaints about the whole process are that they aren't open on the weekend so when USPS tried to deliver my dead card to them on a Saturday there was no one there to receive it. They recorded the received date as two days after they actually received it. Also, it took forever for FedEx to deliver my card to me in Seattle because snow in Oregon caused delays in Oregon. Obviously that third one had nothing to do with ASUS.
 
Nahawand said:
Israel, basically what we have is 2-3 big chain companies competing with each other of only PC parts they have a huge stock of everything low end to high end, and if they don't have it they will import it to you with no extra cost at all, and the warranty is a store warranty so if it's defective I just go there and get a replacement immediately.

I do have to add also that taxes here are really high just to give you a comparison, EVGA 780 Ti SC in the USA is about 700$ ? give or take here it's 1100$.
Click to expand...

So you are definitely paying for the royal treatment over there. We pay less and look at the service we get
 
hashish said:
I take it you work there or have in the past?
Click to expand...
Yes i worked there.
jmilcher said:
Its just common sense.... Those types of facilities have very high security measures to prevent theft. The idea that someone swapped cards from home is crazy. Most likely it was never cleaned or checked, and just sent off.
Click to expand...

Its not really common sense when your dealing with lower income people who are treated the way they are by the the chinese management. People have a tendency to want to steal things and sell them as compensation. They actually have some very high end metal detectors that work very well and are cranked up on high. I used to bring a SD Card in behind my badge to bring in software/tool/utility updates for my coworkers and that would barely get by.

You are able to RMA your stuff for free there pending management approval but they have records of the parts that came out, went in and the serial number changes as well. The pic of the graphics card i can assure you is not some employee trying to swap his card out. Its simply a customers card who was sent in. They went through the repair process and onto a shelf. They dont clean anything and only sometimes actually fix things.

To give you an idea i worked in the Notebook RMA dept. All boards we swapped out went out to motherboard RMA and they repaired it and we put it back into parts inventory. Occasionally they had motherboards shipped in from ACI in california that have been repaired. The boards we got from ACI had like a 95% success rate while the boards repaired in house at the repair center had a 95% DOA rate.
 
German Muscle said:
Yes i worked there.


Its not really common sense when your dealing with lower income people who are treated the way they are by the the chinese management. People have a tendency to want to steal things and sell them as compensation. They actually have some very high end metal detectors that work very well and are cranked up on high. I used to bring a SD Card in behind my badge to bring in software/tool/utility updates for my coworkers and that would barely get by.

You are able to RMA your stuff for free there pending management approval but they have records of the parts that came out, went in and the serial number changes as well. The pic of the graphics card i can assure you is not some employee trying to swap his card out. Its simply a customers card who was sent in. They went through the repair process and onto a shelf. They dont clean anything and only sometimes actually fix things.

To give you an idea i worked in the Notebook RMA dept. All boards we swapped out went out to motherboard RMA and they repaired it and we put it back into parts inventory. Occasionally they had motherboards shipped in from ACI in california that have been repaired. The boards we got from ACI had like a 95% success rate while the boards repaired in house at the repair center had a 95% DOA rate.
Click to expand...

Thanks for the insight. I have friends that worked at small time repair facilities, nothing of this scale (saw it from google earth). I was always jealous of the equipment they had access to.
 
Probably things like this will slowly change my loyalty from Asus and turn my attention elsewhere that I would get better RMA. About 90% of my PC needs are based on Asus' components. Things will change for sure. I've heard too many horror stories.
 
This has got to be a mistake, as in they sent the wrong card to the OP. If they didn't mistakenly grab some grubby card or accidentally label and ship him the wrong card, that's really shocking. I mean that card is horrible. They better make this right, even compensate the OP with something.
 
Mister E said:
This has got to be a mistake, as in they sent the wrong card to the OP. If they didn't mistakenly grab some grubby card or accidentally label and ship him the wrong card, that's really shocking. I mean that card is horrible. They better make this right, even compensate the OP with something.
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They won't compensate. I asked, they keep running me around the RMA hotline.

It's not a mistake. From what Asus guy in Indiana told me, a service tech has to pull a known working card off the shelf, inspect it, and pack it and mail it.

I've even shown them this thread and no response. Hopefully my plight will help turn away 20-30 future customers to companies that have good RMA track records.
 
I'll be definitely considering other options before ASUS now after hearing all these RMA nightmares lately.
 
I've already turned a friend away from ASUS for his entire rig. I saw one of their 770 GTX's on sale for 309 (and it was the only 770 on sale for that good a price), but I told him to go hop on and get the 780 GTX on sale from Gigabyte for 480 instead (or a higher priced 770 from EVGA, but he chose the 780). Better deal and don't have to possibly deal with ASUS' amazing RMA policies. I also specifically made sure to pick the rest of the parts out to include absolutely no ASUS parts, regardless of how well priced they were.

It's one thing to have your parts occasionally fail; there's a lot of stuff to QC. It's another thing to just outright disrespect your customers and lie to them. Cutting corners there is only going to (and rightfully so!) hurt you in the long run.
 
I've never had to RMA an ASUS product, but based upon the several threads around the web I've read the last couple of years I'll never buy another ASUS product. I used to buy nothing but ASUS and have spend thousands in the past on their products......never again.
 
I currently have an ASUS mobo. At the time of my upgrade last month, it was simply the best mobo that had all my desired features. I sure hope no RMA will be needed in the future. But I am determined not to use any ASUS products for my next build.
 
DooKey said:
I've never had to RMA an ASUS product, but based upon the several threads around the web I've read the last couple of years I'll never buy another ASUS product. I used to buy nothing but ASUS and have spend thousands in the past on their products......never again.
Click to expand...

Yeah man I was in the same boat, I'd always buy ASUS products since the late 90's. This is my first time RMA'ing with them and will be my last.

UPDATE:
I sent that crap card back in, at their expense, and I have not heard back since early this week. Contacted Corporate and escalated the matter to no avail.
 
I have stopped buying asus products after a faulty laptop and they not willing to accept it for RMA even know hundreds of people were having the same issue
 
It seems like the decline of ASUS service started with the 6xx series cards, there were tons of horror stories of 680 RMA's.

I honestly quit buying anything Asus since then, my rig is completely Asus free now. :D
 
I'm wondering if Raja would have something to say about this. Or help in this matter.
 
Hello,

I had sent a Motherboard as Rma got back a bent motherboard in return.

Had to return them back for replacement , after a week they sent me the exact same motherboard back as a replacement.

Thanking you,

Best regards.

Aftab.
 
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