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"Confronting ASUS"

Sit me in a room with ASUS representatives and just let me apply enough thick accent to make ASUS sound like Anus, if I'll say it enough times, they will likely become confused or otherwise disarmed.
I am a negotiation asset.

Any company really. Agents of chaos etc
 
I sent a motherboard to RMA that didn't have a day of use. They managed to repair the problem, but sent it back with cosmetic damage. All this happened less than 1 month ago, I sent it to RMA again for the damage.
Photos after rma 1.jpg
 
Fun_1 said:
I sent a motherboard to RMA that didn't have a day of use. They managed to repair the problem, but sent it back with cosmetic damage. All this happened less than 1 month ago, I sent it to RMA again for the damage.View attachment 712138
Click to expand...
Let's see ASUS somehow blame that on you. Keep us posted.
 
Took a chance on an Asus board this time around and so far, it's been great. I was a bit nervous hearing the horror stories. I believe the Gamers Nexus reporting on their issues, though, and I'm glad they're shining a light on it.

If ASRock had an ITX board on X870 I'd have gone that route instead, but Asus was just about the only option. The build quality at least seems in line with the price.
 
philb2 said:
I just came across this web page on the GN website, covering their meetings with ASUS in 2024 about warranty and repair issues:

https://gamersnexus.net/news-features/confronting-asus-face-face

Only once did I have an RMA issue with ASUS, but it was extremely frustrating. And it was for a friend's build, which only made me look stupid.
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I also had bad experience with ASUS RMA (wrote about it here at the time), they rejected it completely. Will vote with my wallet from now on - never again anything from this psychopath corporation.
 
Well, perhaps all the attention has actually resulted in positive change. My 4080 S started going unstable. I reached out, explained the diagnostics that I had done and they immediately provided me with an RMA. The CSR was professional, explaining the process and providing discounted shipping. I pay to ship and they pay to ship back. I received two status emails. The first was a notification of the card's arrival in CA where they were to service the card ( authorized independent i suspect based on the address) and the second to inform me that they had in fact found an issue and had a part on order to remediate the issue. I have now received the 3rd informing me of a resolution and providing tracking of the card as it makes its way back to me. I guess I wont know for sure until it arrives but so far so good. The only complaint is the turnaround time. It will be a little over 3 weeks by the time it comes back but hey , I am on the east coast and its fedex ground . The actual; repair was less than 3 days turnaround.
 
jacuzz1 said:
Well, perhaps all the attention has actually resulted in positive change. My 4080 S started going unstable. I reached out, explained the diagnostics that I had done and they immediately provided me with an RMA. The CSR was professional, explaining the process and providing discounted shipping. I pay to ship and they pay to ship back. I received two status emails. The first was a notification of the card's arrival in CA where they were to service the card ( authorized independent i suspect based on the address) and the second to inform me that they had in fact found an issue and had a part on order to remediate the issue. I have now received the 3rd informing me of a resolution and providing tracking of the card as it makes its way back to me. I guess I wont know for sure until it arrives but so far so good. The only complaint is the turnaround time. It will be a little over 3 weeks by the time it comes back but hey , I am on the east coast and its fedex ground . The actual; repair was less than 3 days turnaround.
Click to expand...
That's great to hear, I truly hope they have changed their process but for me I will not touch Asus ever again.
 
jacuzz1 said:
Well, perhaps all the attention has actually resulted in positive change. My 4080 S started going unstable. I reached out, explained the diagnostics that I had done and they immediately provided me with an RMA. The CSR was professional, explaining the process and providing discounted shipping. I pay to ship and they pay to ship back. I received two status emails. The first was a notification of the card's arrival in CA where they were to service the card ( authorized independent i suspect based on the address) and the second to inform me that they had in fact found an issue and had a part on order to remediate the issue. I have now received the 3rd informing me of a resolution and providing tracking of the card as it makes its way back to me. I guess I wont know for sure until it arrives but so far so good. The only complaint is the turnaround time. It will be a little over 3 weeks by the time it comes back but hey , I am on the east coast and its fedex ground . The actual; repair was less than 3 days turnaround.
Click to expand...

It is likely that different authorized repair centers still perform differently. But this is good news, congrats.
 
All the work youtubers were doing, like GN, means something. ASUS may have learned a little lesson here.
 
pioruns said:
All the work youtubers were doing, like GN, means something. ASUS may have learned a little lesson here.
Click to expand...
Maybe for a little while. I've had way too many issues with ASUS RMA over the years to ever buy anything new that is sold by ASUS ever again. I do buy used ASUS products off of sites like eBay.

When buying ASUS, you should have a 100% expectation that you will effectively have a product with 0 warranty. If it breaks, send it back to the place of purchase if within the return window. Otherwise, you might as well throw it in the trash.
Not worth my wasted time over multiple months to finally get as half working product back to me, not to mention having to pay for shipping.

I like their products, but they absolutely SUCK in regards to warranty support.

Unless they have a good 5+ year run where I don't see a single warranty horror story, they are not getting any of my money.
 
cyclone3d said:
Maybe for a little while. I've had way too many issues with ASUS RMA over the years to ever buy anything new that is sold by ASUS ever again. I do buy used ASUS products off of sites like eBay.

When buying ASUS, you should have a 100% expectation that you will effectively have a product with 0 warranty. If it breaks, send it back to the place of purchase if within the return window. Otherwise, you might as well throw it in the trash.
Not worth my wasted time over multiple months to finally get as half working product back to me, not to mention having to pay for shipping.

I like their products, but they absolutely SUCK in regards to warranty support.

Unless they have a good 5+ year run where I don't see a single warranty horror story, they are not getting any of my money.
Click to expand...

I do the same thing. You can threaten an Ebay seller who sent you a broken thing with negative feedback. Impressing Asus requires a popular youtube channel.
 
I have been very fortunate with thier products. Since Evga went by by, a company for which i had only 2 out of 30 cards go bad, and that were promptly replaced by them , I have purchased only Asus for graphics. I have had the one card (4080S) go bad all be it only the 6th Ausus card since I use to buy AMD from them prior to the EVGA days. I did have a mobo go bad a few years back but Best Buy swapped it out since it was less than 30 days out. I just figured with modern manufacture the way it is, you have about the same chance as with any other manufacturer. My position has been to deal with the devil that i know since I have zero experience with the likes of MSI and Gigabyte or others and have heard just as many horror stories. I so miss EVGA.
 
uOpt said:
I do the same thing. You can threaten an Ebay seller who sent you a broken thing with negative feedback. Impressing Asus requires a popular youtube channel.
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Why do you need to threaten eBay sellers?

There is a return / refund process for purchases on eBay.

I've very rarely run into any sellers on eBay that have given any problem with refunds for broken or damaged items.
 
cyclone3d said:
Why do you need to threaten eBay sellers?

There is a return / refund process for purchases on eBay.

I've very rarely run into any sellers on eBay that have given any problem with refunds for broken or damaged items.
Click to expand...

If you are unlucky you get an Ebay seller who unloads his broken stuff. Since he sent you a package with the right weight...
 
uOpt said:
If you are unlucky you get an Ebay seller who unloads his broken stuff. Since he sent you a package with the right weight...
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That's what the return policy is for.....
Again, why do you feel the need to threaten them?
 
cyclone3d said:
That's what the return policy is for.....
Again, why do you feel the need to threaten them?
Click to expand...

If some joker tries to unload a broken item and doesn't accept returns.

Of course I would simply return it if the seller lets me. Not sure what you are going on about.
 
Well I got her back , its in the original box and not a scratch on her. The only indication that it was taken apart is the warranty sticker punch over the core retainer screw. Its up and running. I am going to let it burn in and then run Furmark and sync the RGB on the new motherboard but so far, other than waiting a month(2 weeks of which was shipping
), I am happy with how the RMA work out. assuming she passes Furmark. I will update later when I return home from visiting a sick relative.

4080s2.jpg
4080s3.jpg
4808S.jpg
40803final.jpg
 
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Update: well I looked at the paperwork that came back with the card. The problem reported was wrong in that it was not what I reported and while it mentions that a reflow would resolve, it states no problem found. The wording is cryptic and so it may be a translation issue. All I know is the card would not make it 30 seconds into Furmark on either my z690 or my z790 and now it passes with flying colors. Oh and they did update the vbios too.
 
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Here in Norway the consumer protection laws are vastly better than in the U.S, so there is at least a 2 year warranty on things, more expensive things that should be expected to last longer has 5 years, and it is the company selling you the product who is responsible for any complaints from the customers.
So if an Asus card breaks within 2 years, you send it back to the shop you bought it from and they have to deal with Asus.

You can of course get a shitty reseller, but there are time limits on how long they can take before they have to replace things, so things are usually quite easy.
 
My B650E-F motherboard randomly began showing an error during boot: "Please ensure to fully connect at least ONE 8-pin ATX_12V connector to the PSU for system stability. We strongly recommend connecting ALL ATX_12V connectors under heavy usage." It would still boot into Windows and seemed fine in use, but the message concerned me, so I sent it in for warranty repair. The turnaround time from drop off at FedEx to delivery of the repaired motherboard was three weeks.

There was no improvement, and the message still displayed at boot. The repair letter stated the technician found an issue with onboard video and replaced the chip. I've never even used onboard video. It also stated that BIOS was updated to 3222, but that was the version I had already updated to prior to sending it in for repair, as a part of my troubleshooting steps. I contacted them for an additional repair.

Timeline
5/9: Motherboard randomly stopped working properly with no hardware changes
5/12: Contacted ASUS for warranty repair. Received RMA number.
5/14: Shipped defective motherboard for repair
5/22: Received email noting the motherboard was received
5/28: Received tracking number for repaired motherboard
6/3: Received motherboard with no resolution to issue
6/9: Contacted ASUS for additional repair. Was told it needed to be escalated.
6/17: Received response to request for additional repair offering advance replacement. I accepted.
6/18: Received a response saying I'll receive an email within 2 days to pay for advance replacement.
6/26: It's been a week since I received the email saying I'd receive instructions within 2 days to pay for advance replacement, but I haven't received an email yet.
7/3 AM: It's been another week with no response other than an apology that the "facility" hasn't contacted me yet. I sent an email to the escalations representative saying that I am no longer interested in the advance replacement and will not be purchasing another ASUS product.
7/3 PM: 9 hours later I received an email with instructions for the advance replacement, including a link to purchase a return shipping label. I clicked the link just to see how much the return cost would be, and after putting in my RMA number it gave an error saying invalid RMA number. I clicked the Reject button for the advance replacement and closed the window. I don't want to deal with them any more.
 
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Been using their ROG stuff for well over a decade, no problems thankfully. No RMA needed. Everything still works going back to LGA775.
 
I'm not getting anything except apologies from the ASUS escalations agent. I bought a motherboard from a local store, planning to return it when I receive the warranty replacement, but now I'm past the return window. So at this point I'm not even interested in paying their $299 fee for advance replacement if I do get the email. I won't purchase another ASUS product.
 
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Lava Lamp Freak said:
I'm not getting anything except apologies from the ASUS escalations agent. I bought a motherboard from a local store, planning to return it when I receive the warranty replacement, but now I'm past the return window. So at this point I'm not even interested in paying their $299 fee for advance replacement if I do get the email. I won't purchase another ASUS product.
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JFC that’s a depressing state to be in, and did the original Mobo even cost $299 to begin with?
Given the time effort and anxiety would probably be best for your mental health to move onto another mobo manufacturer. MSI and Asrock have had really nice offerings (as long as you’re not using a zen 5 x3d for Asrock….)
 
Lava Lamp Freak said:
My B650E-F motherboard randomly began showing an error during boot: "Please ensure to fully connect at least ONE 8-pin ATX_12V connector to the PSU for system stability. We strongly recommend connecting ALL ATX_12V connectors under heavy usage." It would still boot into Windows and seemed fine in use, but the message concerned me, so I sent it in for warranty repair. The turnaround time from drop off at FedEx to delivery of the repaired motherboard was three weeks.

There was no improvement, and the message still displayed at boot. The repair letter stated the technician found an issue with onboard video and replaced the chip. I've never even used onboard video. It also stated that BIOS was updated to 3222, but that was the version I had already updated to prior to sending it in for repair, as a part of my troubleshooting steps. I contacted them for an additional repair.

Timeline
5/9: Motherboard randomly stopped working properly with no hardware changes
5/12: Contacted ASUS for warranty repair. Received RMA number.
5/14: Shipped defective motherboard for repair
5/22: Received email noting the motherboard was received
5/28: Received tracking number for repaired motherboard
6/3: Received motherboard with no resolution to issue
6/9: Contacted ASUS for additional repair. Was told it needed to be escalated.
6/17: Received response to request for additional repair offering advance replacement. I accepted.
6/18: Received a response saying I'll receive an email within 2 days to pay for advance replacement.
6/26: It's been a week since I received the email saying I'd receive instructions within 2 days to pay for advance replacement, but I haven't received an email yet.
7/3: It's been another week with no response other than an apology that the "facility" hasn't contacted me yet.
Click to expand...
What city/state is the repair center you shipped to?
 
yinzerniner said:
JFC that’s a depressing state to be in, and did the original Mobo even cost $299 to begin with?
Given the time effort and anxiety would probably be best for your mental health to move onto another mobo manufacturer. MSI and Asrock have had really nice offerings (as long as you’re not using a zen 5 x3d for Asrock….)
Click to expand...

All these boards are overpriced junk. After evaluating the B550 plus I determined its no better build than a $60 motherboard.
Slots that are shared resources, voltage regulators not sized correctly, Not enough capacitor filtering and a poor impedance ground plane. If I had a processor that could max out the memory bus frequency I bet that too would fail.

We are going to put a M.2 slot in the heat region between the processor and video card. Then the chip set itself that an expansion slot switch ic (PLX) would work better, shares the Pci lanes according to this in the manual:
• PCIE 3.0 X16_2 runs x2 mode when PCIE X1_2 or PCIEX1_3 is occupied.
• M2_2 shares bandwidth with SATA6G_56. When M.2_2 is populated, SATA6G_56
will be disabled.
The second X16 pcie slot is a X4 slot that gets knocked down when adding other devices.
If they can't make good chip sets, then they need to build one with just a X16 to four or six x16 expansion slot switch PLX

Oh also I like how they supply the pin out for the thunderbolt, but on the card you buy separately doesn't have the pin outs so if you got a used one without a cable you have to buy someone's overpriced cable that might not work because you can't verify the pin outs on the card side.

I forgot one last thing: When sticking a workstation display port card in, you get a bios error that the UEFI bios doesn't support the card and when you question them online they tell you the fix is running the board in CSM mode. So you can't run UEFI boot with an established display port vga card.
 
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