How does Asus survive with such terrible RMA service?

Discussion in 'Motherboards' started by cjoeu, Jun 13, 2012.

  1. featsdontfailme

    featsdontfailme Limp Gawd

    Messages:
    411
    Joined:
    May 14, 2012
    So are you the Raja replacement? Haven't seen him around.
    Looks like you are going to take these issues seriously, so I welcome your presence on this site.

    I have yet to have any issues with any ASUS product I own, and I'm surrounded by your products.......3 Rampage Formulas of various roman numeral,several GPUs,a netbook and some old MBs that are now retired.:D
     
  2. Patriot

    Patriot [H]ard|DCer of the Month - March 2011/June 2013/De

    Messages:
    2,496
    Joined:
    Dec 15, 2010
    Yar...im not too happy with Asus presently ... They just returned the same motherboard with no note...for the second time...and it is still quite dead. Funny...RMA status says they are still waiting for me to ship it to them... my $170 board has now cost me $200 ... oh and its still dead....under warranty...

    I fuckin love their products... but don't run me around the bush...
     
  3. skizzled

    skizzled [H]ard|Gawd

    Messages:
    1,944
    Joined:
    Nov 13, 2007
    Yeah, that's something I'm hoping to avoid. I'm curious as to how they could possibly send the board back if its obviously dead. Seems absolutely ridiculous.
     
  4. OC_Seer

    OC_Seer ASUS Power User Support

    Messages:
    106
    Joined:
    Oct 8, 2009
    Hello featsdontfailme,
    Good to hear that you haven't had any issues with our products. Thanks for welcoming me here. I'm not a replacement for Raja as he's definitely still around and keeping busy I'm sure. We want to make sure that everyone has the best experience with our products as possible so let me know if I can be of any assistance.

    For anyone that needs assistance with ASUS products feel free to PM me or start a thread and PM me with the link. :)
     
  5. OC_Seer

    OC_Seer ASUS Power User Support

    Messages:
    106
    Joined:
    Oct 8, 2009
    Hi Patriot,

    I apologize your board got returned and for any inconvenience this may have caused you. Please PM me with your RMA numbers so I can look into this issue and help resolve it as soon as possible.
     
  6. OC_Seer

    OC_Seer ASUS Power User Support

    Messages:
    106
    Joined:
    Oct 8, 2009
    If we send a board back, I'm fairly positive it worked for our technicians. Sometimes it can be an intermittent type of issue or even the product could have a problem where for whatever reason it works with the components we test it with, but it doesn't work with yours at no fault of your components. In these types of cases, sometimes it has to be escalated to a department that handles these types of RMAs, and as always I'm here to help too.
     
  7. Eviljoker

    Eviljoker Limp Gawd

    Messages:
    327
    Joined:
    Jul 18, 2012
    Wow.. that is a bad fix.. looks like a kid did it :)
     
  8. qiaowenqian

    qiaowenqian Limp Gawd

    Messages:
    499
    Joined:
    Jul 10, 2009
    Had a bad experience with a ASUS graphic card RMA as well.

    Losing faith....
     
  9. OC_Seer

    OC_Seer ASUS Power User Support

    Messages:
    106
    Joined:
    Oct 8, 2009
    Let me know your RMA information and if I can do anything to help so I can look into it for you.
     
  10. Maxx_Power

    Maxx_Power Limp Gawd

    Messages:
    134
    Joined:
    Apr 26, 2012

    Luck is right. I think based on this thread, you have a less than 50% chance to get something useful back from ASUS. LUCK is when you inadvertently fall on the lucky side of the probabilities (<50%).
     
  11. Raja@ASUS

    Raja@ASUS ASUS Community Support

    Messages:
    2,390
    Joined:
    Apr 18, 2011
    You're not looking hard enough then :)

    http://hardforum.com/search.php?searchid=21363244

    I am still here, on the support threads every day. OC Seer handles the RMA issues in this thread while I take care of the other stuff in the threads.
     
  12. skizzled

    skizzled [H]ard|Gawd

    Messages:
    1,944
    Joined:
    Nov 13, 2007
    Well, as an update on my RMA through ASUS. The entire process was painless and I had my motherboard back about a week after the support center received it (they replaced a MOSFET apparently). I have not been able to test it yet as I am waiting a few weeks before I buy a CPU to drop in it. But, overall, I'm happy so far.
     
  13. Michaelius

    Michaelius [H]ardness Supreme

    Messages:
    4,684
    Joined:
    Sep 8, 2003
    Speaking about amazing Asus support - latest drivers for my notebook which uses intel/nvidia gf 210 switching which predates Optimus and is Asus custom solution (so it doesn't use standard drivers) are made using 8x series drivers. Which are more than 30 months old at this point of time.
     
  14. featsdontfailme

    featsdontfailme Limp Gawd

    Messages:
    411
    Joined:
    May 14, 2012
    Actually, sometimes luck is getting a new- in- the- box product that actually does what you want it to.:eek:
     
  15. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    12,932
    Joined:
    Aug 16, 2004
    Got my replacement P6X58D-E. It seems like everything is working fine so far. Haven't tried overclocking yet though.

    First power on it posted fine... which was kind of a surprise. I am thinking that there may have been something wrong with my original board ever since it was new.
     
  16. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    12,932
    Joined:
    Aug 16, 2004
    I looked over this board before I put it in and noticed that there was some damage near the front panel button hookups. I sent a reply about it on the ticket that I had been corresponding with ASUS about my RMA.

    I wanted to verify that this would not void my warranty and asked if they wanted pictures of the damage before I installed the board in my case.

    I never heard anything back and so I decided to click the link in the confirm email (the email they auto send when you submit or reply to a ticket.

    The response in the ticket said "Close!"

    What is that? That is not a valid response. This is getting worse and worse.

    And to top it off, my replacement board has now died as of this morning. I am just about ready to swear off ASUS at this point.

    If I buy a product that has a warranty on it, I expect the company that made it and sold it with the warranty to actually honor the warranty and give good support.

    Sending me a damaged board that lasts for only a short time before it dies is NOT ACCEPTABLE.
     
  17. Ocean

    Ocean [H]ardness Supreme

    Messages:
    4,924
    Joined:
    Oct 19, 2003
    ive never had an asus board die.

    and i love the haunted motherboard i got from them once, it had the ghost of a little girl in it that would cry out in a dead asian language.
     
  18. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    12,932
    Joined:
    Aug 16, 2004
    Stuck my ASROCK board back in my system and I am back up an running again.

    So yeah.. replacement ASUS P6X58D-E is definitely dead.

    So tired of this mess.. especially of the the last lame response I got in the support ticket.

    Think I can get Newegg to make it right since that is where I bought the board from originally?
     
  19. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    12,932
    Joined:
    Aug 16, 2004
    So I have been in contact with Newegg. They requested some information and are going to contact ASUS about it.

    I'll update when I hear back.
     
  20. LigTasm

    LigTasm [H]ardness Supreme

    Messages:
    4,902
    Joined:
    Jul 29, 2011
    So I'm about to RMA my P9X79 Pro, I'm thinking I want to take a video of the socket and me packing the board just in case they try to jab a screwdriver in there and then decline it due to "damage".
     
  21. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    12,932
    Joined:
    Aug 16, 2004
    This sounds like a very good idea.
     
  22. Patriot

    Patriot [H]ard|DCer of the Month - March 2011/June 2013/De

    Messages:
    2,496
    Joined:
    Dec 15, 2010
    Send a copy with the board...
     
  23. LigTasm

    LigTasm [H]ardness Supreme

    Messages:
    4,902
    Joined:
    Jul 29, 2011
    I'm gonna send swedish fish and a note with lots of smiley faces. Kinda like giving the crazy guy at work the snickers so he spares you when he goes on a rampage.
     
  24. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    12,932
    Joined:
    Aug 16, 2004
    You'll probably end up with a denial based on candy damaging the board.. and the crazy guy will still get to eat the swedish fish.
     
  25. rudy

    rudy [H]ardForum Junkie

    Messages:
    8,556
    Joined:
    Apr 4, 2004
    I think they just dont realize / have bad management. Its actually the opposite ASUS wants to climb up to being a major retail provider of original products. Any company wants that no body wants to sit in the low profit OEM game forever.

    The other thing is ASUS has most of its following in technically savy crowds, they people tend to value specs over service so it goes without saying thats what ASUS is used to providing. But we all know if they want to be a great brand they need to step up the game here.
     
  26. rudy

    rudy [H]ardForum Junkie

    Messages:
    8,556
    Joined:
    Apr 4, 2004
    This is actually a really good idea. Its common to do this with packages going to corrupt nations. Friends of mine used to attach packets of spices to packages going to brazil, it was a bribe to get the customs guy to let you shit through hassle free. So maybe if you include some candy you will get the A+ service and the guy will go grab a non crappy replacement board for you.
     
  27. Bootleg Usher

    Bootleg Usher Gawd

    Messages:
    699
    Joined:
    Apr 14, 2010
    Well, I have bought an ASUS motherboard for every computer I have owned (4) and not one of them has had an issue, never had to RMA anything. I will still buy ASUS in the future.
     
  28. nakedhand

    nakedhand 2[H]4U

    Messages:
    2,127
    Joined:
    Apr 21, 2008
    Same here, after a sad video card saga. Sad product, sad service, sad support and sad handling by ASUS generally.

    Though they did finally cave in and give me a full refund, the overall experience and WASTE of my time was just too much for me to ever go back. Besides, ASUS has had a great customer in me building rigs for all my friends (ASUS equipped always). They couldnĀ“t care less and that certainly shows when you encounter a problem with their products.
     
  29. LigTasm

    LigTasm [H]ardness Supreme

    Messages:
    4,902
    Joined:
    Jul 29, 2011
    Its worked for me before, the swedish fish theory is good. I've gotten emails and notes back from RMA people saying thanks for the fish.
     
  30. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    12,932
    Joined:
    Aug 16, 2004
    So in other words, we need to bribe the repair facilities in order to get acceptable results that we have already paid for when we purchased the product?

    Yeah... bribe people to do the work they are already being paid to do... sounds a lot like dealing with politicians.

    That is NOT the correct way to handle things. You do this, and it gives them further incentive to NOT do their job properly unless they are bribed.
     
  31. leh18621

    leh18621 [H]ard|Gawd

    Messages:
    1,082
    Joined:
    Jun 18, 2008
    If Asus support and their RMA process is that bad for their motherboards, which company is a good company to go with for support if you have a problem board? Gigabyte, MSI, ASrock, biostar, Intel, somebody else???
     
    Last edited: Aug 14, 2012
  32. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    12,932
    Joined:
    Aug 16, 2004
    Still haven't heard back from Newegg or ASUS about my dead board yet.

    Guess I will try to get ahold of Newegg again and see what is going on.

    edit: Talked to the same person at newegg. They said that it can take 3-5 days for the department that takes care of this stuff to get it done.

    Will post back when I hear something or on Monday if I haven't heard anything back.
     
    Last edited: Aug 16, 2012
  33. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    12,932
    Joined:
    Aug 16, 2004
    Heard back from Newegg. They set me up an RMA (for replacement).

    Since the motherboard is no longer available, I am guessing they are just going give me a refund. Going to send out the board later today.
     
  34. Old Hippie

    Old Hippie [H]ardness Supreme

    Messages:
    6,013
    Joined:
    Oct 31, 2005
    I've never heard of them giving a refund.

    They'll probably be offering you a comparable board if they don't have any of your model.

    Edit....I see a few posts up that someone did get a refund...first time I've ever heard of it and I'm sure it was no picnic to get it done. :)
     
    Last edited: Aug 22, 2012
  35. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    12,932
    Joined:
    Aug 16, 2004
    I got the whole refund thing from the email they sent me. It says if the product that is being RMA'd is not in stock, they will issue a refund.

    If they want to give me a different board, that is fine with me as well.
     
  36. HisSvt76

    HisSvt76 2[H]4U

    Messages:
    3,246
    Joined:
    Aug 4, 2005
    I would take alot of photos of the board before you send it in and the packaging i can just see newegg pulling some crap like they have been doing with others boards!
     
  37. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    12,932
    Joined:
    Aug 16, 2004
    Yep, going to take lots of pics., using a macro lens to take pics of the socket.

    It doesn't help that this board was damaged when I got it... Apparently the ASUS people don't really look for physical damage before sending boards out.

    The Newegg people already know this as I put it in my RMA request.. so that shoudn't be a problem.
     
  38. DAOWAce

    DAOWAce Limp Gawd

    Messages:
    137
    Joined:
    Apr 8, 2007
    I sent a motherboard to ASUS for RMA. I was extremely worried because of the horrendous support I've received from ASUS within the last 2 years.

    It was back a bit less than 2 weeks later without any stauts updates on the RMA.

    I almost thought they didn't even bother to repair it, but it did work afterward. Had all the same stickers in the same places as well, so it wasn't a board swap but actually a real repair.

    The lack of communication was iffy, but the whole thing was relatively painless. I even got a pre-paid shipping label made for me, which I appreciate.

    I hope this experience isn't a rarity.
     
  39. Old Hippie

    Old Hippie [H]ardness Supreme

    Messages:
    6,013
    Joined:
    Oct 31, 2005
    Cool! You definately have the right attitude. :)

    If Newegg is doing the RMA they're probably giving you their money and they'll deal with Asus later.

    Since this sounds like a new board and Newegg tries to keep it's customers happy, you definately have a better chance for a refund thru Newegg..... not thru Asus.

    I hope things work out well and please keep us posted.
     
  40. leeleatherwood

    leeleatherwood [H]ard|Gawd

    Messages:
    1,582
    Joined:
    Sep 6, 2011
    Sent a Maximus V Gene in today for no post, Diagnostic LED shows 00 (not used for anything)

    They said 7-10 day turn around time, wish me luck!