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compcustomer
n00b
- Joined
- Jul 24, 2014
- Messages
- 3
I bought a PB278Q ASUS monitor for about $700 a year ago. Bad mistake.
The monitor was defective. The settings buttons didn't work, and it also had a bright red stuck pixel as well as other pixel flaws. I didn't notice this until too late to return it to newegg, because my motherboard was DOA and I didn't have any way to turn the monitor on. By the time my motherboard was replaced I couldn't return the monitor.
Enter the horrendous ASUS RMA process. At first I thought everything would go fine. I wrote an E-mail to them requesting an RMA and was told to go to a page on their website. I went there to fill out the information for the RMA, but the page didn't work. It turns out this is because the page only works with Internet Explorer. I tried three other browsers before realizing this.
I can't even remember everything I had to do to complete this RMA, because it took a year of going through the process before I finally got a replacement. I remember I had to call their offices, E-mail dozens of times, fill out forms on websites, open support tickets, Fax forms to them, the list of steps goes on and on.
Frequently they would stop responding to me and I would have to prompt them to continue the process. On multiple occasions they promised to reply to me by a certain date, only to fail to do so. One of the last steps in their process is to Fax a form to them after printing it and filling it out. This step must be completed in 48 hours or else you need to start over the last part of the process again. I sent this form to them five different times before it was finally accepted. One of the times I missed a signature on it, they have many signatures required and highlight all but one of the boxes.
It's hard to fill out a form and Fax it in a 48 hour time window when you never know when the company is going to start their timer. They reply to support tickets whenever they feel like it, or not at all. I don't check my E-mail every single day, because my life doesn't revolve around the ASUS RMA process.
After finally getting through this hellish process and receiving my replacement monitor, I am disappointed to see that it has many screen defects. I count over a dozen dead pixels. There is also a black horizontal bar going across the screen that is half an inch long.
I will never buy another product from ASUS again. Their products are defective, their customer support is nonexistent, and their RMA process was clearly intentionally designed to discourage people from completing it. I put in two support tickets asking for another RMA, it has been over a week since I did this and I haven't had any response.
The monitor was defective. The settings buttons didn't work, and it also had a bright red stuck pixel as well as other pixel flaws. I didn't notice this until too late to return it to newegg, because my motherboard was DOA and I didn't have any way to turn the monitor on. By the time my motherboard was replaced I couldn't return the monitor.
Enter the horrendous ASUS RMA process. At first I thought everything would go fine. I wrote an E-mail to them requesting an RMA and was told to go to a page on their website. I went there to fill out the information for the RMA, but the page didn't work. It turns out this is because the page only works with Internet Explorer. I tried three other browsers before realizing this.
I can't even remember everything I had to do to complete this RMA, because it took a year of going through the process before I finally got a replacement. I remember I had to call their offices, E-mail dozens of times, fill out forms on websites, open support tickets, Fax forms to them, the list of steps goes on and on.
Frequently they would stop responding to me and I would have to prompt them to continue the process. On multiple occasions they promised to reply to me by a certain date, only to fail to do so. One of the last steps in their process is to Fax a form to them after printing it and filling it out. This step must be completed in 48 hours or else you need to start over the last part of the process again. I sent this form to them five different times before it was finally accepted. One of the times I missed a signature on it, they have many signatures required and highlight all but one of the boxes.
It's hard to fill out a form and Fax it in a 48 hour time window when you never know when the company is going to start their timer. They reply to support tickets whenever they feel like it, or not at all. I don't check my E-mail every single day, because my life doesn't revolve around the ASUS RMA process.
After finally getting through this hellish process and receiving my replacement monitor, I am disappointed to see that it has many screen defects. I count over a dozen dead pixels. There is also a black horizontal bar going across the screen that is half an inch long.
I will never buy another product from ASUS again. Their products are defective, their customer support is nonexistent, and their RMA process was clearly intentionally designed to discourage people from completing it. I put in two support tickets asking for another RMA, it has been over a week since I did this and I haven't had any response.
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