Liquid_Static
Gawd
- Joined
- Feb 9, 2013
- Messages
- 626
So, I tried to RMA an X99-WS E motherboard with Asus a few weeks ago. The board just stopped booting one day, code 00. I submitted the RMA, packed the board in it's original box (which was put in another box) with socket cover installed. I even took photos of the board while packing it (for shipping insurance purposes). Here are said photos.
My RMA was subsequently denied for "Customer Induced Damage" of which they sent me photos. The tech that got ahold of my board actually BENT A FEW PINS. They claimed they would fix my board for $154. I keep everything I own immaculate and was incredibly surprised by this claim. ASUS shipped the board back to me, which showed up earlier this week. This is the board when I got it back (without a socket cover, might I add).
I couldn't believe what I was seeing. I had heard the ASUS horror stories over the years, but I had not ever had to RMA a board with them. Now that I have, what an absolute joke! I have never dealt with such an unprofessional company. I have RMA'd with EVGA and Gigabyte in the past with no issues (let alone anything like this).
I went and contacted there corporate care team. I spoke for about 30 minutes with a rep (who was actually quite nice) who promised he would get the issue sorted out for me after I sent the photos I had taken. As requested, I sent the photos and waited. Yesterday I got an email from what I presume is the rep's manager saying my "request for free repair" had been denied and that if I wanted my motherboard fixed I should have paid the fee they requested.
I have no idea what recourse I can take. If anyone has any advice I'd gladly take it. It's essentially my word vs. theirs. I'm sure plenty of people have successfully RMA'd through ASUS - I just got screwed here. Unfortunately I'm the one out a couple hundred dollars looking for a new X99 motherboard. Needless to say I'm incredibly upset with ASUS and will NEVER be purchasing or recommending another product from them.
EDIT: Just a misunderstanding. Will be getting resolved.
My RMA was subsequently denied for "Customer Induced Damage" of which they sent me photos. The tech that got ahold of my board actually BENT A FEW PINS. They claimed they would fix my board for $154. I keep everything I own immaculate and was incredibly surprised by this claim. ASUS shipped the board back to me, which showed up earlier this week. This is the board when I got it back (without a socket cover, might I add).
I couldn't believe what I was seeing. I had heard the ASUS horror stories over the years, but I had not ever had to RMA a board with them. Now that I have, what an absolute joke! I have never dealt with such an unprofessional company. I have RMA'd with EVGA and Gigabyte in the past with no issues (let alone anything like this).
I went and contacted there corporate care team. I spoke for about 30 minutes with a rep (who was actually quite nice) who promised he would get the issue sorted out for me after I sent the photos I had taken. As requested, I sent the photos and waited. Yesterday I got an email from what I presume is the rep's manager saying my "request for free repair" had been denied and that if I wanted my motherboard fixed I should have paid the fee they requested.
I have no idea what recourse I can take. If anyone has any advice I'd gladly take it. It's essentially my word vs. theirs. I'm sure plenty of people have successfully RMA'd through ASUS - I just got screwed here. Unfortunately I'm the one out a couple hundred dollars looking for a new X99 motherboard. Needless to say I'm incredibly upset with ASUS and will NEVER be purchasing or recommending another product from them.
EDIT: Just a misunderstanding. Will be getting resolved.
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