Very poor support from Asus

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peaboy55

n00b
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Feb 7, 2012
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Good Morning, [H],

I'm writing you today to let you know about my continued problems with my Asus motherboard and now Asus support. On March 29th I purchased an open box P8Z68-V PRO/GEN3 motherboard from Newegg.com. I got that motherboard on the 2nd and the rest of my parts for a new computer throughout the week, so I was able to work on assembly the weekend before last. On the 8th I was able to determine that the motherboard would not post if any memory was installed in 2 or the 4 DIMM slots.

On Monday, the 9th, I called Asus support and they told me that that shouldn't be happening and told me about the Advanced RMA, which, since I want my new computer together ASAP I figured I should do. I was told I would be contacted in 24-48 hours with an RMA number, shipping instructions, etc. Well... I waited and no contact Tuesday or Wednesday. I called in again Thursday. They don't have stock of this motherboard in and I should be contacted in the next 24 hours. No call Friday. I called Saturday morning and was told to wait until Monday, the 16th, and I should hear back something.

Ok, what the hell is going on at Asus??? They can't find a motherboard that I could have ordered from one of 10 different online retailers and had a working motherboard here already. In fact if i would have known this was the case I would have just returned my order to Newegg, then bought another brand and had it here last Wednesday.

I am less than impressed with Asus so far. I've been promised contact twice now and have not received it.

I am writing this thread to get a lot of stuff off my chest but honestly I don't know where else to go at this point. Anyone have any similar problems with Asus? Any suggestions on what to do to get this resolved? I only have a couple weeks yet to return this to Newegg so I need this fixed very soon.
 
If you can return the board to NewEgg, do it. That's really the only suggestion I can make. If they won't take it back because of their return policy ask them if they can make an exception so you can order a different board from NewEgg. Sorry to hear about the trouble.
 
^^^ Get with newegg. You have 30 days to return it for a refund if ASUS wont do anything. You may also want to get with Raja@ASUS here on the forums. He has always been a huge help.
 
Llama[Style];1038613798 said:
^^^ Get with newegg. You have 30 days to return it for a refund if ASUS wont do anything. You may also want to get with Raja@ASUS here on the forums. He has always been a huge help.
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Juan_Jose (ASUS) basically ignored me last time I had a support request. He said he would "get back to me" and months later my continued followups went unanswered. After that I bought my first Gigabyte board and I'm never looking at ASUS again for anything. I've got a dead ASUS X58 board sitting my my closet thanks their lack of support.

EDIT: My apologies to Raja, it was his predecessor that was not responding to PMs.
 
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night_2004 said:
Raja@ASUS (and his predecessor whose name I cannot remember) basically ignored me last time I had a support request. He said he would "get back to me" and months later my continued followups went unanswered. After that I bought my first Gigabyte board and I'm never looking at ASUS again for anything. I've got a dead ASUS X58 board sitting my my closet thanks their lack of support.
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replace "motherboard" with "GPU" and you have my story.

nevermore asus. giga all the way.
 
First mistake was open box. Second mistake was having high expectations of any RMA process.

Why didn't you return it to newegg when you knew that it would be the faster process? Retailer is always faster than the manufacturer.
 
thesecond said:
First mistake was open box. Second mistake was having high expectations of any RMA process.

Why didn't you return it to newegg when you knew that it would be the faster process? Retailer is always faster than the manufacturer.
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Here's the answer -- NewEgg's policy on open box products.
NewEgg said:
Open Box Refund Only Return Policy
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Never buy open box, I've been burned before by doing so, its simply not worth the potential hassle as you are realizing. Asus support has been crappy for years, I switched to EVGA or Gigabyte boards a long time ago because Asus was just not worth my time.
 
I tried to advance RMA my REX III during its peak popularity and they told me they did not have a single board they could send for an advanced RMA. I think they just say they offer it to get more sales because if you can't advance your flagship board that cost nearly $400 then what good are you.
 
night_2004 said:
Raja@ASUS (and his predecessor whose name I cannot remember) basically ignored me last time I had a support request. He said he would "get back to me" and months later my continued followups went unanswered. After that I bought my first Gigabyte board and I'm never looking at ASUS again for anything. I've got a dead ASUS X58 board sitting my my closet thanks their lack of support.
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What was wrong with the X58 board? The only time I have not been able to help someone here is when there is a dispute over physical damage or if there has been a peripheral issue that cannot be replicated. Most PMs to be are responded to within 48 hours, only exception being when I was off on holiday and sometimes weekends when I am not working in an official capacity.

As for the current case, very likely the problem is that this is an "open box" item. Send me your full shipping details and the board serial number and I will see if I can forward that to the RMA team to act upon.

-Raja
 
Raja@ASUS said:
As for the current case, very likely the problem is that this is an "open box" item. Send me your full shipping details and the board serial number and I will see if I can forward that to the RMA team to act upon.

-Raja
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Forget it buddy, this POS is going back to Newegg. Enjoy the knowledge that you've lost a customer for life.
 
Raja@ASUS said:
What was wrong with the X58 board? The only time I have not been able to help someone here is when there is a dispute over physical damage or if there has been a peripheral issue that cannot be replicated. Most PMs to be are responded to within 48 hours, only exception being when I was off on holiday and sometimes weekends when I am not working in an official capacity.

As for the current case, very likely the problem is that this is an "open box" item. Send me your full shipping details and the board serial number and I will see if I can forward that to the RMA team to act upon.

-Raja
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Sorry, Raja, but too little too late for me as well. The board's officially out of warranty in three months and I moved on a long, long time ago. At best I could get it repaired, sell it, and spend more time than it is worth doing so.
 
This is too bad.

I often buy from Asus because of their stellar reputation for quality solid products. I've never had to deal with their support or RMA process though. Judging by this, I hope I never have to.

I have - however - had issues with Gigabyte in the past, and would not buy from them again.

I think everyone in the computer parts business should take a long look at what Corsair is doing in terms of warranty, RMA and customer support. It's to the point now - for me, if when I am buying something, Corsair offers a product in that category, I will probably buy it, without even looking at their competitors. I have been so impressed by Corsairs customer support that I know they stand behind everything they sell.
 
Sorry to hear of your trouble with Asus tech support. I just bought my first Asus MoBo and it SHOULD arrive in the next few days. I hope that I never encounter service like you have had to deal with.

Zarathustra[H];1038614643 said:
I think everyone in the computer parts business should take a long look at what Corsair is doing in terms of warranty, RMA and customer support. It's to the point now - for me, if when I am buying something, Corsair offers a product in that category, I will probably buy it, without even looking at their competitors. I have been so impressed by Corsairs customer support that I know they stand behind everything they sell.
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I will add G.Skill and Mushkin alongside Corsair based on my positive experiences.
 
Asus used to be good. Do they still have a large local facility? That seems to make the difference in my experience. If all they have are remote stations in a country you can usually expect RMA's to be a troublesome process.

Open box is usually a risk I'm not willing to take regardless.

Also +1 for Corsair. I generally have good experiences with EVGA too, but they like to fine print things so you have to be careful.
 
Asus! I've had a board (P6T6WS) with a bad Southbridge (since it wasn't saving CMOS settings and replacement BIOS chip didn't help) and I got a ring-around for a few months.

One tech (head of some dept, with 15 years experience according to his spiel) said it had to do with my Corsair Dominator's XMP profile and that I must set the timings and voltage manually. At that time, I was building a PC for my girlfriend, so I had a ton of extra parts and basically told him he must be crazy! I had already tried it out w/all new parts and a new PSU! I got sent a replacement BIOS chip which did not help the very first time...

Long story short, I sent the board in twice, got the same board back twice - unrepaired. Came back from vacation to find it returned (second time) talked to the lower level techs and then I got transferred to a guy named Jesse who was very nice, very helpful and I got my board replaced. It only took about 3 months, lol...

I haven't had to make an RMA call to them in quite a while, but the lower level guys and girls need to be a bit more helpful. Overall though, I can say for sure it was a whole lot better than some other RMAs like with Dell, ESPECIALLY ACER and HP.
 
night_2004 said:
Sorry, Raja, but too little too late for me as well. The board's officially out of warranty in three months and I moved on a long, long time ago. At best I could get it repaired, sell it, and spend more time than it is worth doing so.
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If it was physical damage there was little I could have done for you to be honest. I am just curious as to what the issue could have been and it irks me that this thread makes it look like I never even tried without disclosing the nature of the problem.

-Raja
 
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peaboy55 said:
Forget it buddy, this POS is going back to Newegg. Enjoy the knowledge that you've lost a customer for life.
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I responded to the thread as soon as it. There is not much one can do when not given much of a chance on my side - support centre issues aside.
 
Raja@ASUS said:
I responded to the thread as soon as it. There is not much one can do when not given much of a chance on my side - support centre issues aside.
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This was nothing personal. Your company had a week to make this right and has failed epically.
 
I am going through the same thing on a gpu rma since feb 16th...

I should finally be done with this on friday, nightmare !!

Asus support and people are disgusting, they are like ATT now lol.

Raja I never dealt with you before, maybe I should have... I dunno but I am done with ASUS fucking joke of a company.
 
Sorry to hear about people's recent bad experiences with Asus. I am looking into getting an Asus Z9PE D8 WS or EVGA SR2/X as my next workstation but dunno right now. I hear this about Asus and I have had bad experience with EVGA video cards dying.

I have had only good experiences with Asus. Asus P2B with a 750 p3 still running as my linux box. Asus P2B-D with dual p3 1 ghz and Asus geforce 1 ran for over 10 years till recently retired end of last year because needed more storage for file server. Asus PC-DL with dual overclocked 1.6 lv xeons ran like a champ till I took it offline also.
 
Really, are any motherboard RMA experiences good? It's easily the biggest pain in the butt part to go out. I only braved one motherboard RMA and it was a horrid experience. I ended up just selling it and going with a different board because I was sick of dealing with it (it wasn't ASUS it was Gigabyte). I've made it a habit of buying all my motherboards locally so I can quickly return them if need be.
 
Nothing personal, Raja. But I'm done wasting my time on it. The biggest beef I have over the whole thing was the fact that ASUS CS was unresponsive for months (most of it was happening before you were even a member on this forum if I remember correctly). A simple follow up would have resolved it but the backend people don't seem to care about making sure issues are resolved.

Good hardware, buggy software/BIOS, and poor customer service.
 
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night_2004 said:
Nothing personal, Raja. But I'm done wasting my time on it. The biggest beef I have over the whole thing was the fact that ASUS CS was unresponsive for months (most of it was happening before you were even a member on this forum if I remember correctly). A simple follow up would have resolved it but the backend people don't seem to care about making sure issues are resolved.

Good hardware, buggy software/BIOS, and poor customer service.
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Sure I understand that, it's just that the initial post implied I had ignored you personally and I don't recall doing that to anyone.
 
Open box item is what it is....used and opened. 30 days refund policy from neweeg is there for a reason.
 
sorry for the hijack.. but this thread got me worried...
soo out of curiosity is gigabyte rma just as bad?.. and also does asus rog mobo line get better care or through the same traffic?

right now im deciding between an asus maximus v gene or gigbyte ud5h.. but i pretty much had my mind set on the asus gene v. Im also planning to buy 3-4 other mobos for my friends and some clients at work...when ivy comes out(they ofc have to pay me back lol). but i told them i will be the first to try out the z77 line.. so i would like to know.. it would really suck if i told them all to buy one brand and down the road they have to go through a mobo rma.
 
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I requested an RMA for my mother board, it took them TWO WEEKS to reply to me and another two weeks to even ship the board to me.

Asus is the worse service I have ever seen in hardware. I ended up going with MSI on my replacement board and now I will keep it since I cannot return it.

The quality of the high end boards are nice but god forbid they fail, you will be out of a computer for a month+
 
Yeah looking at z77 mobos right now I think I will grab a UD5H, asus lost me on graphics and mobos with their shitty service. I have a asus soundcard hopefully I don't have any issues with it because unfortunately it is the best sound card.
 
Rattle said:
Yeah looking at z77 mobos right now I think I will grab a UD5H, asus lost me on graphics and mobos with their shitty service. I have a asus soundcard hopefully I don't have any issues with it because unfortunately it is the best sound card.
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Asus lost me on this P6T Deluxe OC Palm for a ton of reasons.

All the Marvel controllers died after about two years. No more ATA ports. No more SAS. Why did I spend money on the Deluxe again?

Add to this the fact that I bought this board when it first came out, and I got screwed. All it took was a simple BIOS update to enable turbo multiplier to be on all the time. Asus never formally gave out that BIOS update for P6T owners. They expected everyone to upgrade their boards to a Rampage or something.

Luckily I found a modded BIOS on XS that lets the 21x multi work all the time. The fact that Asus thinks it's acceptable to lock features out of a BIOS in order to get someone to upgrade is awful. There was no other options if you were an early adopter with an Asus board.

Meanwhile, all the other major manufacturers had this feature from the start. When sites asked Asus about it, they said they had no plans on ever putting it on.

The A8nN32-SLI I had before this sucked too. The NForce4 controller is awful.

I used to love Asus. I have an Asus W3J laptop, Xonar D2x soundcard, P6T deluxe motherboard, A8N32 SLI motherboard, an Asus router (that only works at 10mbps no matter what I do).

I'm done. I'm going gigabyte or something else next board. Asus lost me as a customer. Everyone rants and raves about their quality but it honestly sucks. I didn't spend $300 on this board to have all the fancy features I *was* using die after the warranty expired. So my options are what? Even if it was covered under warranty I'd have to ship it out before getting a new one, which means the computer I use for work would be down for a while.
 
sdlvx said:
Asus lost me on this P6T Deluxe OC Palm for a ton of reasons.

All the Marvel controllers died after about two years. No more ATA ports. No more SAS. Why did I spend money on the Deluxe again?

Add to this the fact that I bought this board when it first came out, and I got screwed. All it took was a simple BIOS update to enable turbo multiplier to be on all the time. Asus never formally gave out that BIOS update for P6T owners. They expected everyone to upgrade their boards to a Rampage or something.

Luckily I found a modded BIOS on XS that lets the 21x multi work all the time. The fact that Asus thinks it's acceptable to lock features out of a BIOS in order to get someone to upgrade is awful. There was no other options if you were an early adopter with an Asus board.

Meanwhile, all the other major manufacturers had this feature from the start. When sites asked Asus about it, they said they had no plans on ever putting it on.

The A8nN32-SLI I had before this sucked too. The NForce4 controller is awful.

I used to love Asus. I have an Asus W3J laptop, Xonar D2x soundcard, P6T deluxe motherboard, A8N32 SLI motherboard, an Asus router (that only works at 10mbps no matter what I do).

I'm done. I'm going gigabyte or something else next board. Asus lost me as a customer. Everyone rants and raves about their quality but it honestly sucks. I didn't spend $300 on this board to have all the fancy features I *was* using die after the warranty expired. So my options are what? Even if it was covered under warranty I'd have to ship it out before getting a new one, which means the computer I use for work would be down for a while.
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Wow that's strange. I bought a P6T workstation board for about $300 .. its now a paper weight because when I received it, there was a bent pin. I manually repaired it and it took the cpu fine.. however it would not hold more than 20GB of ram, thus making it absolutely worthless for my builds.

Asus wouldnt take it back or RMA due to "user error" and Newegg said it was Asus' issue.

Absolutely worse service I have ever had.
 
I just had to RMA an M5A99X EVO to Asus and it went fine--took about two weeks overall, which was what the rep told me to expect.

I also RMA'd a socket 939 board six years ago or so, and that experience was fine also.

Guess I'm lucky . . .
 
I RMA'd a 25" LCD about 18 months ago, went flawless. They crossed shipped me one.
 
soo out of curiosity is gigabyte rma just as bad?.. and also does asus rog mobo line get better care or through the same traffic?
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You can easily find many horror RMA scenarios for every MB manfg.

If you eliminated all of them you'd have nothing to buy. LOL!

Also include the fact that you're only getting one side of the story and user error/abuse is not beyond the realm of possibility. Just check-out some of the reviews on NewEgg to see user errors that are blamed on the MB......just incredibly ignorant.

Buy what you want.
 
...also, you will hear about the failures much more than the successes. people are quick to complain, which is needed to vent and find a solution, but few go online to praise when things go right.
 
aliaskary77 said:
...also, you will hear about the failures much more than the successes. people are quick to complain, which is needed to vent and find a solution, but few go online to praise when things go right.
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True, but at the same time when those reports indicate a consistent pattern then its something to pay attention to when making purchasing decisions. If there isn't a consistent pattern I tend to discount those issues as user error or unique issues that I probably won't ever need to deal with.
 
The two instances of me attempting to RMA my board an entire year apart were beyond terrible.

I can safely bet that if I use the same channels of communication (the only one?) it will go about the same.

I have RMA'd with many other companies and have NEVER had this much trouble / level of ignorance.

coolermaster = GREAT (Two PSU's they even shipped me an extra just because)
EVGA = GREAT (Never had any issues, have RMA'd 2 cards)
Logitech = GREAT (even let me keep my old mouse which I repaired myself a month later)
Antec = GREAT ( Two PSU rma's about a year apart, eventually got an upgrade for free $100 value!)
AMD = Non-existant
ASUS = WORST - Took 3 weeks to even reply to my RMA request, by that time, I had already purchased a new board. Another 2 weeks for them to check my board and fix it/ship it back.
 
Just received an asus board with flux/flux-remover residue all over the back of it - no QC? Someone fall to sleep on the solder wave machine? It's going back to newegg for a replacement, asus gets one more chance based solely on the fact I have a 1366 board that's been rock solid since day one. Hope the replacement works, this memory and processor on my desk look lonely.
 
sucks to hear that, asus is probably the brand i buy and trust more than any no matter what the product. i have many asus products and and very pleased with all of them. i have only had to contact customer support once or twice and didn't have any problems with them.
 
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