ASUS RMA process is the worst.

Joined
Nov 8, 2011
Messages
18
I purchased an ROG Crosshair VIII Hero (Wifi) this year.
One day while I was gaming, the system spontaneously rebooted and then gave an error message in the bios about the power connector and power to the motherboard.
It will not get out of this boot loop.
I setup an RMA with ASUS and paid for the fedex label.
I shipped the unit off in the original box just like the RMA recommended.
I did not get the original box back and they sent the board back un-repaired.
In the box, was a sheet of paper.
The problem is a inspection failure (Component Damage) The action is a SWAP Directly no repair, due to RMA service policy.
What the fuck does that mean. for fucks sake, use english.
Below is says Replaced Parts and the Motherboard Model and name.
Does this mean that I need to buy a new motherboard?
Is Asus going to send me another motherboard?
This is distressing, I have paid good money for this motherboard and now I am up shits creek?
CMON ASUS WTF!!!!
The RMA is USPCL90104
The serial number on the board is L6M0KSKK00E6CDC
 

DooKey

[H]F Junkie
Joined
Apr 25, 2001
Messages
9,589
Does the serial number match what you sent in? Sounds to me like they sent you another board.
 

Furious_Styles

[H]ard|Gawd
Joined
Jan 16, 2013
Messages
1,947
I purchased an ROG Crosshair VIII Hero (Wifi) this year.
One day while I was gaming, the system spontaneously rebooted and then gave an error message in the bios about the power connector and power to the motherboard.
It will not get out of this boot loop.
I setup an RMA with ASUS and paid for the fedex label.
I shipped the unit off in the original box just like the RMA recommended.
I did not get the original box back and they sent the board back un-repaired.
In the box, was a sheet of paper.
The problem is a inspection failure (Component Damage) The action is a SWAP Directly no repair, due to RMA service policy.
What the fuck does that mean. for fucks sake, use english.
Below is says Replaced Parts and the Motherboard Model and name.
Does this mean that I need to buy a new motherboard?
Is Asus going to send me another motherboard?
This is distressing, I have paid good money for this motherboard and now I am up shits creek?
CMON ASUS WTF!!!!
The RMA is USPCL90104
The serial number on the board is L6M0KSKK00E6CDC

Sorry to hear that. I've been warning people about their terrible service for a while now. Sadly they don't seem to have fixed it.

FYI to anyone RMA'ing to any manufacturer: don't send anything other than the item you need repaired because chances are high you won't get any of them back.
 

DooKey

[H]F Junkie
Joined
Apr 25, 2001
Messages
9,589
It matches the board that I sent in, it's the same board.
That sucks. Typical ASUS garbage service. They are saying the motherboard is damaged so they aren't going to do anything about it under warranty. It's their usual MO.

Call them and see what they say about it.
 

Azrak

Gawd
Joined
Oct 4, 2015
Messages
969
The problem is a inspection failure (Component Damage) The action is a SWAP Directly no repair, due to RMA service policy.
This tells me they should have shipped you a "new" (to you) motherboard. Maybe they moved your old MB's serial sticker to the new MB? Is there ANY possible way you can tell that it might be a different MB from your original, OTHER than by looking at the serial number sticker? Any scratches, marks or other identifiable feature? Maybe you took a picture of your old board before sending it in that you can compare to? Also, does the MB they shipped work? You don't mention if you tried it.
Below is says Replaced Parts and the Motherboard Model and name.
Below what? Take a picture of this piece of paper and post it here. This directly contradicts what the previous sentence said on that piece of paper because it indicates they replaced parts. If they did, then that would explain why you received your original board back (if indeed that is the case). Can you see any signs of component replacement? Look for solder flux residue around components like MOSFETs.
EDIT after thinking about the 2nd sentence some more: That sentence could be interpreted to mean that the "replaced parts" WAS the motherboard. It's just odd to get the same serial number since I wouldn't think they would transfer it to a different board, but maybe they do for RMAs? Dunno. Maybe they accidentally shipped you your old board back by mistake when they meant to ship you a "new" board.
 

x509

2[H]4U
Joined
Sep 20, 2009
Messages
2,211
I went through a very frustrating experience with ASUS about 3 years ago, when i helped a friend build a new system for running Linux. ASUS blamed the problem on bent motherboard pins. (Intel socket). How are you supposed to argue with that. After much time-wasting, my friend got another motherboard, from MSI, which has been completely reliable.

In general i've had good luck with buying ASUS boards, but terrible experiences when I needed to send back a board for non-warranty repair. Next time that happens, i'll just buy a new motherboard and sell the old one on Ebay, calling out the problem.
 

Zepher

[H]ipster Replacement
Joined
Sep 29, 2001
Messages
17,712
Did you get this error as well?
My EVGA 850 was flaking out on me, playing some Overwatch and the machine just straight up shuts down and reboots.

IMG_3212.JPG
 
Joined
Nov 8, 2011
Messages
18
That sucks. Typical ASUS garbage service. They are saying the motherboard is damaged so they aren't going to do anything about it under warranty. It's their usual MO.

Call them and see what they say about it.
Due to Covid 19 there is no in person Customer Service. It tells you to go to myAsus and deal with the issues there.
 
Joined
Nov 8, 2011
Messages
18
This tells me they should have shipped you a "new" (to you) motherboard. Maybe they moved your old MB's serial sticker to the new MB? Is there ANY possible way you can tell that it might be a different MB from your original, OTHER than by looking at the serial number sticker? Any scratches, marks or other identifiable feature? Maybe you took a picture of your old board before sending it in that you can compare to? Also, does the MB they shipped work? You don't mention if you tried it.

Below what? Take a picture of this piece of paper and post it here. This directly contradicts what the previous sentence said on that piece of paper because it indicates they replaced parts. If they did, then that would explain why you received your original board back (if indeed that is the case). Can you see any signs of component replacement? Look for solder flux residue around components like MOSFETs.
EDIT after thinking about the 2nd sentence some more: That sentence could be interpreted to mean that the "replaced parts" WAS the motherboard. It's just odd to get the same serial number since I wouldn't think they would transfer it to a different board, but maybe they do for RMAs? Dunno. Maybe they accidentally shipped you your old board back by mistake when they meant to ship you a "new" board.
The board that they shipped back has the same issue as the one that I sent in.
I took a picture of the serial number and it is the same as the one on the board that I got back.
They did not send me a new motherboard, they just sent me back the one that I sent them, it's still borked.
There is no component replacement.
 

x509

2[H]4U
Joined
Sep 20, 2009
Messages
2,211
The board that they shipped back has the same issue as the one that I sent in.
I took a picture of the serial number and it is the same as the one on the board that I got back.
They did not send me a new motherboard, they just sent me back the one that I sent them, it's still borked.
There is no component replacement.
I had a similar situatiion once when I sent in a motherboard for a non-warranty repair. I had to send the board back a second time, and then it got repaired. I don't remember checking serial numbers.
 
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