• Some users have recently had their accounts hijacked. It seems that the now defunct EVGA forums might have compromised your password there and seems many are using the same PW here. We would suggest you UPDATE YOUR PASSWORD and TURN ON 2FA for your account here to further secure it. None of the compromised accounts had 2FA turned on.
    Once you have enabled 2FA, your account will be updated soon to show a badge, letting other members know that you use 2FA to protect your account. This should be beneficial for everyone that uses FSFT.

Bad Asus RMA experience

D

dtexas23

n00b
Joined
Mar 10, 2014
Messages
8
Hey guys not sure where to post this, so let me know if it needs to be moved. I started a thread over the the ASUS rog forum page and haven't got a reply from an asus rep so hopefully I do in here. At this point asus has showed what kind of company it is. Here's what's going on
Okay so I started my RMA on Feb 21 and received it today March 10. Not bad roughly a 3 week period which was fine but the card didn't work. I received the same exact card, in what seems to be worse conditions. I began my RMA due to coil whine, It was really bugging me as I like to have a quiet case and of course that's what I expect from a 350 dollar card. Forward to today, I removed my Evga 460's and put my 570 in and a get a low grinding noise at idle. I open up furmark and stress test and quickly here a horrible grinding sound at full load. So now I am stuck wasted 3 weeks of my time, and received the same card in worse shape. What is Asus doing?? You all seriously did nothing, y'all received my gpu, put it in a box and shipped it back?? I support asus and recommend it but this will make me run if it doesn't get resolved quick.

Short video clip:
http://youtu.be/LLXy2cPlKEk

Decided to give them a call And this is what I get. They offered for me to send it back, wait another 3 weeks and get it repaired again which I do not agree with at all. Talked to a total of 3 people (2 of them being managers). I told them that I did not agree with it and they seemed to not care at all, I told them I payed a premium for there product and expect the same service. They simply didn't care. I told them I would agree to 1 of 2 things, 1. my down time being minimized to by the end of this week which doesn't require much (over night shipping should do it) or 2. A gpu upgrade. He simply said that neither of those are an option. But at this point I'm just very upset, I'm going to give them another call tomorrow as I really on my computer for work.
 
Did you RMA it due to coil whine? Does that even apply as a manufacturer defect? If it were me, I wouldn't have RMA'd it due to coil whine since I doubt a technician would be able to fix it and/or not notice it and would probably determine it to be fine because its quite subjective.
 
My thoughts on the matter. Coil whine isn't something I would ever, ever put up with if it were of the loud variety - If I get a GPU with bad coil whine, i'll return it for an immediate refund. Fuck the manufacturer RMA. It is better to return to the point of sale - I'd return it to amazon or newegg for a full refund, because i've heard some GPUs with god awful coil whine and there's no way i'd ever put up with that.

There are varying levels of coil whine of course. There's the "barely audible" and then there's the "can be heard in the next room" type of coil whine. I bought a dual-x sapphire 7970 that had coil whine which could be heard in a neighboring room a couple of years ago. My ref 7970s had no such problem. Needless to say, the dual-X was an immediate return to amazon.com. No way am I putting up with that shit. Coil whine that is excessively loud to the point of being heard across the room should not be something that an end user is expected to tolerate. Fuck. That. Shit. Now if it's barely audible who cares. But like I said...there are varying levels of coil whine noise from non-noticeable to truly god-awful.

OP, If you're able to return to the point of sale that's the preferable option. Manfacturer RMA's are an inevitable hassle on average, something I just prefer not to deal with unless I'm forced to. Sounds like asus is going to give you a hard time about this, hope you get everything worked out.
 
Last edited:
Yes I rma'd it because of coil whine. I just don't personally think if we pay 300+ plus for a gpu that we should have to deal with it. Regardless even if it was a 100 dollar card, its still my hard earned money and expect a top quality part. I submitted a complaint, we will see how things go.
 
Return to place of purchase.

Good luck with ASUS. You just bought a product with effectively no warranty.
 
I'll keep y'all posted, submitted a complaint and got a reply. They offered a rma which requires me to ship it, send a tracking number and then they will send me a replacement. I agreed, replied telling them I want a brand new card in retail packaging as I lost trust in the facility that "repairs" cards. Still haven't had a reply though.
 
The best part about this even if you get a BRAND NEW replacement of the same variety, it's probably going to coil whine as well.
If you would have made a thread asking, "Should I RMA my ASUS video card due to coil whine?" you would have gotten a resounding NO from everyone on this forum, for multiple reasons... One being coil whine is hard to fix, another being ASUS is going to screw you over.
 
Excessive coil whine is perfectly acceptable reason to RMA.
Asus are just scumbags and hire thugs.
What you should have asked is if it was smart to buy a asus video card. Most people here would tell you no of course.

I have an asus sound card and monitor i love both but after dealing with motherboard and graphics card RMA with them. I will never buy a product that's asus unless i can get some kind of secondary warranty to use instead of theirs because it basically doesn't exist.
What they do is illegal.
 
TaintedSquirrel said:
The best part about this even if you get a BRAND NEW replacement of the same variety, it's probably going to coil whine as well.
If you would have made a thread asking, "Should I RMA my ASUS video card due to coil whine?" you would have gotten a resounding NO from everyone on this forum, for multiple reasons... One being coil whine is hard to fix, another being ASUS is going to screw you over.
Click to expand...

I would actually agree that coil whine isn't always a fixable issue. But I disagree that it's acceptable for a card to have coil whine - keep in mind volume levels of coil whine do vary, and some cards have minimal coil whine while others have SUPER LOUD coil whine. The latter is not acceptable. Like I said, sometimes it is not a fixable issue. If it's a reference card it is entirely on AMD , nvidia and foxconn. That is something beyond the AIB control, so if a card has coil whine as a reference PCB - the replacement also will more often than not. But for a custom aftermarket card? The responsibility would lie on the AIB.

My approach to fixing this is testing for coil whine on day one. If it's bad, that shit is going to get a refund from amazon or newegg. I had some problems with dual-X 7970s having the worst coil whine i've heard in my life, I could literally hear it across the room. And in a neighboring room. It was INSANELY loud with vsync turned off. Needless to say the next day amazon had a UPS call tag pick both boxes up. Fuck that shit.

So essentially I would recommend testing for coil whine on day one. Return for refund if it exists. That way you don't have to deal with RMA to an AIB which will generally be a hassle. I'm not saying that in defense of asus either, they clearly need to get this straightened out for OP IMO.
 
But I disagree that it's acceptable for a card to have coil whine
Click to expand...
There's a difference between "unacceptable" and "worth RMAing".
No it's not acceptable and ASUS should take the RMA, even though it could be the PSU causing the problem.

However this is ASUS we're talking about. If you want to return your card to them over coil whine you need to understand you're going to get garbage in return. It's not worth the risk.
 
I actually wouldn't RMA to AIB for coil whine, ever. Test on day one, if it exists return to point of sale for a full refund. And don't buy from an etailer that doesn't have an acceptable return policy. Amazon is great with returns regardless of reason. They will cover return shipping charges and will next day a replacement or refund you in full. They're pretty great in terms of CS. Newegg varies - some new SKUs have a replacement only policy which is bullshit. So for new GPUs I do prefer amazon where possible.

This way you will never have such issues with Asus or anyone. ;) Again, not defending Asus on this. Just saying. Avoid the issue altogether.

OP: do you get coil whine with vsync on? I've seen some cases where it only happens when FPS is in the thousands. But zero coil whine with vsync on. It varies by card.
 
I think it was pretty unacceptable I could here the high pitched noise over all my case fans. Regardless I learned my lesson with Asus, which sucks as I currently own 2 motherboards and a monitor. Just trying to get the word out, people should be treated this way over a RMA. I recently RMA'd a EVGA 460 which let me say was about 2 weeks out of warranty and got a replacement shipped within 3 days of sending my card.. Guess its all in the company and there values. I'm never buying another asus product again though.
Anyways back to the RMA, still waiting on a reply so hopefully she gets back to me by tomorrow.

@xoleras I played with both it on and off and it was still there. Also while overclocking it got worse, to a point where I just didn't overclock it because of the whine.
 
@TaintedSquirrel Not psu, I swapped out my 460s in sli and I don't hear any sounds. And im not sure, but I think they pull more watts.
 
Yeah, when I initially posted I didn't notice the video link. I just saw it and that is very loud coil whine. I would definitely have RMA'd it if it was outside the return window to the store it was purchased. Anyway good luck with the RMA.
 
Yeah, I just had a nightmare RMA as well. I would not recommend ASUS to anybody after my experience with them. Great products, but good luck if something breaks, which it probably will.
 
Got a reply this morning at 11am I replied an hour later. So far I have got overnight shipping, but they are refusing to replace it with a brand new unit. She states that they do not offer brand new units. I said bs, so I went to there website and read the graphics card warranty policy, quote "If the product fails during normal and proper use within the warranty period, ASUS will, at its discretion, repair or replace the defective parts within the product, or the product itself, with items that are functionally equivalent to that as originally supplied, or better, during the warranty period defined for the model, using new or refurbished parts or units." Of course this is at asus desecration, which at this point they Should be doing anyways.
 
It says ASUS will replace with a new/refurb/repair at their discretion.
I don't know where you're getting the idea you have the right to demand a new card from them. That's definitely not the case.

Everybody returns RMA's with refurbs. Even the glorious almighty EVGA does it.

@TaintedSquirrel Not psu, I swapped out my 460s in sli and I don't hear any sounds. And im not sure, but I think they pull more watts.
Click to expand...
It doesn't mean it's not the PSU.
Some cards will whine, some won't, and yes it can be caused by the PSU. Even if the noise is physically coming from the graphics card itself, it could still be caused by the PSU.

What I'm trying to say is, stick the card in a different PC (with a different PSU) and see if it whines.
There's a good chance ASUS can't even replicate the coil whine in their lab.
 
Last edited:
Yes, agreed with above. Expecting a new card with every RMA isn't going to happen, ever. Every manufacturer can and will send you a refurb. This is the norm for RMAs among all AIBs and motherboard manufacturers. EVGA, MSI, Sapphire, I could go on here. None of these companies will give you a new GPU as a normal practice. 95% of the time you will get a refurb. Again, norm - not exception.

A refurb isn't necessarily always a bad thing - they should work just fine. While I sympathize with your situation, you simply cannot expect a new card with every RMA. Especially with a Fermi type of card that has long been out of production. That just isn't reasonable.
 
Fooshnik said:
The shipping company will win this battle.
Click to expand...

That sure is the truth. Another reason why I extensively test new gear on day one and if there's an issue...RMA to amazon or newegg, so THEY can cover shipping and refund me in full.

Damn any type of RMA to manufacturer. Way too much hassle, although it is unavoidable once you're past the 30 day window. Guess i'm just lucky in that I haven't had much in the way of problems, ever.
 
Last edited:
xoleras said:
That sure is the truth. Another reason why I extensively test new gear on day one and if there's an issue...RMA to amazon or newegg, so THEY can cover shipping and refund me in full.

Damn any type of RMA to manufacturer. Way too much hassle, although it is unavoidable once you're past the 30 day window. Guess i'm just lucky in that I haven't had much in the way of problems, ever.
Click to expand...

I complete agree with testing new gear on day 1. I had a couple of bad 780 Classifieds and sent them back for a refund within a week. (horrendous rattling and fan noises)

No need to keep faulty hardware and hassle yourself with an RMA through the manufacturer if you buy from a company with an excellent return policy and shipping is on their dime. I'm not paying to return faulty hardware of any kind.
 
TaintedSquirrel said:
It says ASUS will replace with a new/refurb/repair at their discretion.
I don't know where you're getting the idea you have the right to demand a new card from them. That's definitely not the case.

Everybody returns RMA's with refurbs. Even the glorious almighty EVGA does it.


It doesn't mean it's not the PSU.
Some cards will whine, some won't, and yes it can be caused by the PSU. Even if the noise is physically coming from the graphics card itself, it could still be caused by the PSU.

What I'm trying to say is, stick the card in a different PC (with a different PSU) and see if it whines.
There's a good chance ASUS can't even replicate the coil whine in their lab.
Click to expand...

It's personal opinion, and In my opinion they didn't handle my case right. Now if you feel it's right to wait 3 weeks And have your rig down, and still receive the same card in worse conditions then it was then thats you. They didn't test my card, they didn't send me an email saying they didn't find anything wrong with it. They simply sent it back, now why would I send a card that doesn't have anything wrong with it? And here is what I do not understand, there was no attempt to fix it, no attempt to contact me and tell me they didn't find anything or couldn't recreate the issue. Now if asus would have sent me a different card to begin with and I still had the same issue, do you seriously think I'd be posting this? I am posting this because there was no attempt to solve my problem, if I would have got a different card, and still had the same issue that would be totally out of asus control and I would understand it.

I had this same issue when I bought the card in 2012 when I was running a seasonic 650 watt gold power supply. At that time I lacked the knowledge on what the sound was. I swapped it for a 1200 watt antec supply that is in the video and still have the same issue.
 
My only experience with coil whine was the one time I tried to BTC mine--my 7950/280x cards in CF would let out the kind of sound old cameras would make like coroners would use--this high pitched squeal of pain, and then it would stop after rising in pitch for a second or 2. The fact that you're running furmark and getting coil whine does not totally shock me. That software causes my GPUs to draw more power than any other synthetic benchmark I have tried. To illustrate: I have an 810Watt AVR UPS feeding just my rig. Then I have the 1kw Seasonic PSU only because I got an insane deal on it. So nothing I do including running prime95 and Unigine Valley simultaneously will cause my UPS to go over its load capacity--except furmark, which almost instantly makes my AVR alarm squeal--guess I might have needed the 1kW PSU after all. Furmark is pulling more juice than is realistic in any way and since that's what you are using to induce the coil whine it just doesn't convince me that there was a significant problem with the card as it was sold. It may have been noisy, but the fact that furmark didn't make it melt is impressive enough to me.

If they tested it, I can guarantee they didn't test it using furmark. I don't think I would ever send a working card to ASUS. If it was noisy I think I'd get rid of it. If it was noisy mostly only during synthetic benchmarks, I'd quit putting benchmarks on it and try to be happy.

TL;DR We know ASUS RMA can be dicey, so don't send working equipment to them for RMA over subjective things. Especially if it takes an extreme case like Furmark to make it noticeable.
 
I would never RMA something for coil whine, But that did not sound like coil whine, that sounded like someone getting cut in half with a chain saw
 
xoleras said:
Yes, agreed with above. Expecting a new card with every RMA isn't going to happen, ever. Every manufacturer can and will send you a refurb. This is the norm for RMAs among all AIBs and motherboard manufacturers. EVGA, MSI, Sapphire, I could go on here. None of these companies will give you a new GPU as a normal practice. 95% of the time you will get a refurb. Again, norm - not exception.

A refurb isn't necessarily always a bad thing - they should work just fine. While I sympathize with your situation, you simply cannot expect a new card with every RMA. Especially with a Fermi type of card that has long been out of production. That just isn't reasonable.
Click to expand...

Not true. I have received brand new unopened in retail box replacements from MSI twice in the last 6 months (gpus), and Corsair once (psu).

But, generally, yes I agree; nobody should expect a NIB as a replacement.
 
Right, like I said it's an exception and not the "norm". I am aware that EVGA can sometimes do a new replacement if you're within 30 days of purchase, but I simply would not expect a new replacement card for a Fermi era card, you know? Those things have been out of production for a long time now.

As far as Corsair and MSI goes, while I'd prefer to never have to deal with RMAs ever, that is very good to hear. I am a big fan of corsair products, actually, so i'm glad you mentioned this. They seem like a fairly stand-up company.
 
xoleras said:
Right, like I said it's an exception and not the "norm". I am aware that EVGA can sometimes do a new replacement if you're within 30 days of purchase, but I simply would not expect a new replacement card for a Fermi era card, you know? Those things have been out of production for a long time now.

As far as Corsair and MSI goes, while I'd prefer to never have to deal with RMAs ever, that is very good to hear. I am a big fan of corsair products, actually, so i'm glad you mentioned this. They seem like a fairly stand-up company.
Click to expand...

Oh boy oh boy!
Well, then I hope you come back to read this!
http://hardforum.com/showpost.php?p=1040566585&postcount=48

In short, I am NOT happy with corsair RMA. They had a severe lack of communication and excessive delays without notifying me. I had to pester them multiple times before they shipped, and the rep LIED to me.

As soon as I got the NIB replacement, I put it up on craigslist and sold it. I sold it primarily because I had already purchased a replacement as I couldn't live with the downtime. But I also didn't want to risk having the same problem occur. I'm quite happy with the Seasonic psu that I replaced it with.

On the other hand, the only other time I had previous contact with Corsair RMA, they handled the situation well and shipped me some replacement screws for my H100i very promptly and without charge.
 
Last edited:
Dang. :) I don't know what to think now. I think i've heard both bad and good for every company in existence in terms of RMA. I just hope the luck i've had with hardware over the past few years maintains! I've heard bad things about EVGA, MSI, asus, gigabyte, corsair now. Just so much variance with these companies. Some people get okay RMA's, others have horrible experiences. I'm not sure what to make of it all, except that I never hope to deal with that crap. I guess the only winner with an RMA truly is the shipping company. ;)

I am a fan of extensively putting new PC gear through the paces on day one. That doesn't cover me past the 30 day return window, of course.
 
Coil whine RMA must be like taking your car to the dealership due to coil whine. "Nope, we can't hear it" But it will drive you batshit crazy to the point you will wreck your car, or your dogs will go nuts and try to jump through the windshield...

You do know Raja is an asus rep on this forum, maybe see if he can help before knocking Asus too bad.
 
ASSus is the worst company for RMAs. I'm not alone with the bad experiences, I'm starting to think that a good experience would be the exception!

OP, I would have warned you away from them had you asked about warranties. While there is the occasional issue with the others, ASUS is often seemingly one of the worst, if not the worst offender.

The sad part is that I like some of their products but they have screwed me so I will avoid them and recommend others do too. I've had a ton of ASSus parts and wish that their RMA was as good since they appear competent on the technical side, they just fail miserably at the CS/RMA side.
 
If it works keep it

and then never do business with ASUS again. Worst RMA service in the universe. They just swap out cards without testing or anything it's a load of BS.
 
I had done many asus rma in the past and they won't replace your coil while card.
If your fan noise is loud, they won't replace it either. I had a 5770 that was getting close to 100c and I received the exact same card too :(

Conclusion:
They won't replace the following condition:
1. High fan noise
2. Coil whining
3. High temperature

I would say EVGA warranty is much better compared to Asus.
 
I got a Gene V Maximus from an RMA crossship. If I had shipped a motherboard like this I would expect the buyer to be seriously pissed. I shipped a board to Asus before and that shipping was much better. Seriously disappointed.
 
krazyatom said:
I had done many asus rma in the past and they won't replace your coil while card.
If your fan noise is loud, they won't replace it either. I had a 5770 that was getting close to 100c and I received the exact same card too :(

Conclusion:
They won't replace the following condition:
1. High fan noise
2. Coil whining
3. High temperature

I would say EVGA warranty is much better compared to Asus.
Click to expand...

You know, I really love Asus motherboards due to their engineering. I can't say i've ever had a bad experience with asus in over 10 years, I love their motherboards. I really like their DC II design as well. I hate to sound like the asus fanboy, but I really like their stuff. What I don't like ? RMA hassle. These stories about asus RMA do give me pause.

That said, I agree with your sentiment about EVGA. They are awesome, I love their GPUs. However, they've had a lot of hits and misses on the motherboard front. I really would love it if EVGA had asus' engineering talents, and then we could get that motherboard quality along with EVGA customer service. That would be pretty darn awesome IMO! Especially after reading these stories. I don't know what to make of it, I personally haven't had a bad experience with asus. But it does give me pause.

Seems like every company is give or take. Asus makes some awesome damn motherboards. Some of the best I think. But then I read of these RMA stories. Hmm. Conversely, EVGA has some of the best CS around bar none. But their motherboards....some are good, some aren't. I wouldn't hesitate to buy EVGA GPUs though, their GPUs are solid. Motherboards? Really hit or miss. Wish we could combine all those elements of good CS/RMA policy with good and consistent motherboard engineering, know what i'm saying? Seems like every company is good in some respects, maybe not good in others.
 
elite.mafia said:
If it works keep it

and then never do business with ASUS again. Worst RMA service in the universe. They just swap out cards without testing or anything it's a load of BS.
Click to expand...


Did you even look at the pics that were posted? The fan wires were cut in half. The card is going to overheat and then fry.

Last time I did an RMA with ASUS, they totally screwed me by sending me a physically damaged motherboard. I let them know, and then when it died within a week and tried to get it replaced by ASUS again, they basically told me to pound sand.

The put "CLOSE!" on the ticket as the only response.

After getting in touch with Newegg, and asking them if there was anything they could do about it, they told me to send the board to them and they would refund me the purchase price. This was about 2 years after I had originally purchased the board from them.

I will never, ever purchase an ASUS product ever again.
 
You must log in or register to reply here.
Back
Top