Yet another Asus rma horror story

Mav451

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When your new card arrives, test it carefully to make sure it works. Last time I did an ASUS RMA I went through multiple cards before getting a working one. In the end, they gave up trying to find a working 280x and just sent me a 970. Their front line support is terrible, I didn't get any real help until I got in contact with an engineer from their Fremont facility. He is the only person I dealt with who seemed interested in actually helping me.
Hmm should probably forward that engineer's contact information to the OP - in case things are not so rosey with this incoming 980 haha.
 

ManofGod

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haha!


You know the name of Asus used to mean something to me until I read this thread. I had thoughts of buying the 980Ti Matrix on preorder at newegg but after reading this? HELL NO! Bad Asus! Bad!

Asus will not change their business practices until it hurts their pocket and I intend to tell everyone I know about this thread. Looks like EVGA will be getting my hard earned cash.
This is why I very recently went with an EVGA 980 Ti FTW. I called EVGA, Gigabyte and one other company. Gigabyte, I got through but they did not have a card that would fit my case, MSI I never got through too but EVGA I got right through. The card fit my case so, I ordered that one, called right back and thanked them for the help. For a $659 item, I am not going to go with a company I cannot even get ahold of.

OP, I hope it ends up as all well than ends well.
 

Psych2l

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It's not over until the working unit is in your hands. Asus has agreed to upgrade before then reneged and sent whatever they wanted. Just read some previous complaints here.
Well it just shipped today, so at least something physical is on it's way. Cautious optimism rising, rising...
 

Dave65

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I understand your frustrations with ASUS, Been there done that.
I switched to Gigabyte when the UD5H Z97 boards came out, I have two of them one regular and one BK, the regular one was damaged due to to me trying to put the MB in a new case and forgot to remove the middle peg and it shorted the board, I was up front with them and I was told a price to fix it but after it was all said and done they said no charge because I was straight with them, that is service I like and will stick with them..
Good luck!
 

rc3ilynt

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I've had no luck with Asus cards either. Tried to get my Asus 280x fans replaced or just buy a new one from Asus but they couldn't even do that. In the end, I sold it and got a MSI 780ti. That ended up dying and MSI sent me a 980ti gaming 6g. Maybe I lucked out but it makes me sad that you had to fight for a 980 when MSIs first offer to me was a 980ti.
 

trandoanhung1991

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That is one MASSIVE upgrade. :eek:
I've had no luck with Asus cards either. Tried to get my Asus 280x fans replaced or just buy a new one from Asus but they couldn't even do that. In the end, I sold it and got a MSI 780ti. That ended up dying and MSI sent me a 980ti gaming 6g. Maybe I lucked out but it makes me sad that you had to fight for a 980 when MSIs first offer to me was a 980ti.
Fucking hell. I wish that when Pascal drops, my 970 dies and I get a Pascal replacement, like in your case :p
 

Psych2l

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Well I just got and installed my replacement GTX 980 which came new in retail packaging and I'm looking forward to testing it's overclockability. Christmas miracles can and do happen!

On a plus note I can finally run my dual 4k monitors at 60hz due to the dual displayport connections instead of the hdmi/dp hodgepodge I had to use before. It's the gift that keeps on giving :)
 

Liger88

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I've had troubles with motherboards with them. Completely agree EVGA all the way.

These Asus horror stories are what keeps me buying EVGA lol. The hassle they make you jump through is ridiculous. With EVGA it's always just a 5-10 minute ordeal from start to finish. However, I must admit EVGA's replacements are not usually up to snuff. I'm on my 3rd GTX 780 in 2 years since I got the first. They definitely give you "refurbished" parts that they fixed themselves after it was someone elses problem. The third one I got as a replacement a couple months ago is now starting to have squeaky/squealing fans every now and then.

So while EVGA's replacement program is a huge step up, the parts you get as a replacement often are bottom of the barrel. Probably how they can afford being the best RMA manufacturer.
 
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Well I just got and installed my replacement GTX 980 which came new in retail packaging and I'm looking forward to testing it's overclockability. Christmas miracles can and do happen!

On a plus note I can finally run my dual 4k monitors at 60hz due to the dual displayport connections instead of the hdmi/dp hodgepodge I had to use before. It's the gift that keeps on giving :)
Grats, dude. Merry Christmas.
 

DarkLegacy

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These Asus horror stories are what keeps me buying EVGA lol. The hassle they make you jump through is ridiculous. With EVGA it's always just a 5-10 minute ordeal from start to finish. However, I must admit EVGA's replacements are not usually up to snuff. I'm on my 3rd GTX 780 in 2 years since I got the first. They definitely give you "refurbished" parts that they fixed themselves after it was someone elses problem. The third one I got as a replacement a couple months ago is now starting to have squeaky/squealing fans every now and then.

So while EVGA's replacement program is a huge step up, the parts you get as a replacement often are bottom of the barrel. Probably how they can afford being the best RMA manufacturer.
It almost makes me want to purchase an ASUS product just to see what the deal is with them lol. I see more ASUS horror stories than anything else but I know how things really go down when something goes wrong. I know because some poor customer services reps have been on the receiving end of my rage quite a few times knowing full well the problem was of my own doing. I had the very unfortunate experience of working with Geek Squad for a whopping two months. Won't go into the details but a normal day would be consumers using every excuse on the planet so it was super clear that whatever issue they may be having was not there faultl. Most were met with :rolleyes: since if I was in there position, I would be doing the same thing lol. I wonder if ASUS is going through that with all of the RMA horror stories :p.
 

HeavensCloud

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It almost makes me want to purchase an ASUS product just to see what the deal is with them lol. I see more ASUS horror stories than anything else but I know how things really go down when something goes wrong. I know because some poor customer services reps have been on the receiving end of my rage quite a few times knowing full well the problem was of my own doing. I had the very unfortunate experience of working with Geek Squad for a whopping two months. Won't go into the details but a normal day would be consumers using every excuse on the planet so it was super clear that whatever issue they may be having was not there faultl. Most were met with :rolleyes: since if I was in there position, I would be doing the same thing lol. I wonder if ASUS is going through that with all of the RMA horror stories :p.
It seems to me that the more a brand starts to branch out and diversify their product base the worse they get. ASUS is making a crapload of different products compared to EVGA who only make computer components and a few peripherals. Fewer products, less BS to deal with. My theory anyways.
 

trandoanhung1991

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Isn't EVGA only in NA and Canada? Might explain their great after service. MSI/ASUS and other OEMs have to either do RMAs via local distributors or open up their own service centres. And even then parts aren't always readily available, and worst case the broken part have to be sent to their main service centre for diagnostics.

Where I live, all RMAs, regardless of brand, is dealt via reseller, which forwards it to distributor, and then to local/regional service centre.
 

alxlwson

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Isn't EVGA only in NA and Canada? Might explain their great after service. MSI/ASUS and other OEMs have to either do RMAs via local distributors or open up their own service centres. And even then parts aren't always readily available, and worst case the broken part have to be sent to their main service centre for diagnostics.

Where I live, all RMAs, regardless of brand, is dealt via reseller, which forwards it to distributor, and then to local/regional service centre.

You a few misplaced e's ;)

Asus has their own service centers. I know one of them is a hour drive from my house, in Louisville, KY.
I think they have one in TX as well. Im sure there others.
 

Sprayingmango

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These threads are so old and tired.

I've used ASUS RMA numerous times and have had excellent experiences. I've been on these forums for over 10 years and you see horror stories from every manufacturer.
 

ManofGod

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It almost makes me want to purchase an ASUS product just to see what the deal is with them lol. I see more ASUS horror stories than anything else but I know how things really go down when something goes wrong. I know because some poor customer services reps have been on the receiving end of my rage quite a few times knowing full well the problem was of my own doing. I had the very unfortunate experience of working with Geek Squad for a whopping two months. Won't go into the details but a normal day would be consumers using every excuse on the planet so it was super clear that whatever issue they may be having was not there faultl. Most were met with :rolleyes: since if I was in there position, I would be doing the same thing lol. I wonder if ASUS is going through that with all of the RMA horror stories :p.
Feel free to believe that but, this is the reason I will not buy an ASUS product at all. I value the after support just as much as the product itself. I would as an IT professional and the after support is one very big reason why most keep coming back when they need help. :) This is also the reason I recently bought an EVGA 980Ti instead of from anyone else.

These threads are so old and tired.

I've used ASUS RMA numerous times and have had excellent experiences. I've been on these forums for over 10 years and you see horror stories from every manufacturer.
These may be old and tired to you but, if someone is going through something with ASUS, I want to know so I can avoid them. Also, ASUS horror stories are the most common I have seen and that has remain unchanged to this day. You may not value your time but I do value mine and would not want to be jerked around for months on a $600+ purchase.
 

alxlwson

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I've only had Asus motherboards since the first one I bought. The only one I ever had issues was the first as well. An A7V333-X. The PATA controller went out on it, and they cross-shipped the replacement board to me without the need for a CC.
Now, the ultrabook I bought... Thats another story. I need screws for the back cover as they have come lose and fallen out. I cant find these damn things anywhere. When I called Asus, they told me I couldn't order the screws, and I would have to pay $100 for eval, plus materials. I told them I only needed the screws, but no joy. Of course, I haven't sent it in. So next purchase will not be with Asus.
 

Liger88

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These threads are so old and tired.

I've used ASUS RMA numerous times and have had excellent experiences. I've been on these forums for over 10 years and you see horror stories from every manufacturer.


Gives people incite to the RMA process regardless. After having to RMA my first PC component in 15 years it pays off to know which venders make the burden less troublesome for the customer. Usually I don't bother with the RMA on low cost products, but when you're talking hundreds of dollars it should be taken more seriously.

Asus is a conglomerate. While I wouldn't buy their GPU's specifically, their motherboards are the only ones I'll ever consider buying. People are going to naturally have good experiences, but when the vast majority of negative RMA's on this board alone come from one company, that's priceless incite to a bigger issue. Everyone has their bad stories from X vender, but it's who makes up the bigger total that matters.
 

Zarathustra[H]

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Asus is a conglomerate. While I wouldn't buy their GPU's specifically, their motherboards are the only ones I'll ever consider buying. People are going to naturally have good experiences, but when the vast majority .
I know what you mean.

My Asus P9X79 WS has served me well for 4 years without problems, but that being said I've had luck newer Gigabyte mothrrboards as well . They seem to have learned from their bad cap issue years ago.

The brand I really miss in mothrrboards is Abit.
 

trandoanhung1991

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Well, just to chime in.

Where I live (Vietnam), ASUS service here is excellent. I had a ASUS Z77 MB that I accidentally bent the CPU pins. Sent to the distributor and was warned that repair charges may apply. 2 weeks later I got the board back with brand new CPU socket, for free.
 
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These threads are so old and tired.

I've used ASUS RMA numerous times and have had excellent experiences. I've been on these forums for over 10 years and you see horror stories from every manufacturer.
So don't post in this thread since you literally have nothing to contribute. Enough people on this forum alone have been burned enough to make it a problem.
 

Nebell

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I wonder what countries people with Asus RMA problems come from? I live in Sweden and never had any issue.
I had to send my stuff to like, Poland or something. But they always fixed my video cards. I'm not gonna buy any Asus headphones ever though, they just keep breaking even though Asus replaces them.
 

BurntToast

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When The GTX 680 was new I got a bad card. Sent it in for RMA and they didn't have my card to swap out with!! So they gave me an upgrade! Been running great ever since :p
 

Sprayingmango

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So don't post in this thread since you literally have nothing to contribute. Enough people on this forum alone have been burned enough to make it a problem.
Sure lets post more useless threads about one persons story vs. actually solve the problem.

How is it that I have used it without a single issue, yet every once in a while someone comes on here to complain about a magical horror story?? It doesn't make sense.

It's quite suspicious actually.
 

ManofGod

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Sure lets post more useless threads about one persons story vs. actually solve the problem.

How is it that I have used it without a single issue, yet every once in a while someone comes on here to complain about a magical horror story?? It doesn't make sense.

It's quite suspicious actually.
Sure dude, that is cool, you go right on believing that. Myself, I will invest my money into a company with good customer service. Use whatever you want but please, do not claim that Asus does not have serious customer support issues since many have had issues with them. No, not everyone has the support nightmare that Asus seems too.
 

n=1

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Sure lets post more useless threads about one persons story vs. actually solve the problem.

How is it that I have used it without a single issue, yet every once in a while someone comes on here to complain about a magical horror story?? It doesn't make sense.

It's quite suspicious actually.
At least he's chronicling his experience with Asus RMA for posterity. What have you done besides bitching in this thread?
 

Dayaks

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I'd sell all your cards and get a 980ti. You'll be better off. Or just use the 980 and keep the cash from the 780ti. At least you got an upgrade out of it. :)

Sorry to hear about your experience.
 
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