Not super pleased with Asus

[Solaris17]

This is what I have so far gotten at around 7:30 ast night.

Dear ####,

We appreciate your time in reaching Escalations and I would like to personally express my deepest apology for all the inconveniences that you have had with ASUS.

I will go ahead and check on all the contacts that you have had with ASUS and I will get back to you as soon as it would be available.

Thank you.

Jhamaica P
ASUS Customer Care

---------- Original Message ----------
From : ####@outlook.com
Sent : 6/30/2015 12:28:49 AM
To : "techsupport@asus.com"
Subject : <TSD> Satisfaction-USA(EN) : Did not Receive cooler mount 

[CASEID=#######]

Apply date : 2015/06/30 00:28:49(UTC Time)


[Contact Information]
Name : #####
Email Address : ####@outlook.com
Phone Number :#######
Country : United States

[Product Information]
Product Type : Motherboard
Product Model : M5A97 R2.0
Product S/N : #######

[Comment]
Subject : Did not Receive cooler mount
Topic : 2. Service Quality
Description : 
I just had my motherboard sent back to me from RMA. The board now does NOT 
HAVE the cooler mount bracket or screws. my RMA#: ######## Please advise on 
what to do! The BIOS chip was also NOT SEATED correctly!

So Now I will wait for the investigation as to what happened to me mount bracket....

 

[Dippyskoodlez]

This is what I have so far gotten at around 7:30 ast night.



So Now I will wait for the investigation as to what happened to me mount bracket....

inb4 "please send it to California for two weeks so we can inspect the board and get back with you".

 

[Solaris17]

WELL I took the plunge about an hour ago and set a CPU cooler on the chip thermals are at about 40C just enough for me to look around the bios but not really do anything. Since the cooler is just sitting on the CPU. So far the first PCI-E slot os broken and wont detect my card. I can only boot using the second x4 slot.

 

[adulaamin]

I had an Asus M5G that died. It took Asus 6 months to send me a replacement. They sent me a brand new M7G (which is great) although the wait wasn't. Best RMA experience I've had is from Intel and Sapphire.

 

[xvi]

i had some ASRock board not bad at all, good price and quality (if you take the Extreme 4 and above )

Yeah, the only ASRock board I've tried is my 990FX Extreme9, but it's been quite good to me.

 

[Solaris17]

its begun. They have apparently lost the first wave of pictures I sent them.

Hello Jhamaica,

No I am referring to the stock one that came mounted to the board. This has taken a long time and I have bought a second stock mount bracket to test the motherboard with until I can get this resolved. 

Unfortunately in doing so I have come to realize the board will not detect GPUs in the first PCI-E slot. HOWEVER It will post using the second PCI-E slot or the PCI slot. This is completely unacceptable. I did not send the board in the first time for a PCI-E problem and now the board has come back with that not functioning. Here is a link to the pictures.

http://img.techpowerup.org/150708/WP_20150629_006.jpg

http://img.techpowerup.org/150708/WP_20150629_005.jpg

http://img.techpowerup.org/150708/WP_20150629_003.jpg

I have also taken the liberty of sending them directly to techsupport@asus.com through my mail client. 


---------- Original Message ----------
From:ASUS TSD
To:XXXXXXX@outlook.com
Date:2015-07-08 02:12:37

Hello XXXXXXX,

Can you please provide me a picture of the board showing the BIOS that is not seated properly as well as the cooler mount bracket that is missing from the board?

Are you referrring to your own cooler mount bracket?

Thank you.

Jhamaica P
ASUS Customer Care



---------- Original Message ----------
From : XXXXXXX@outlook.com
Sent : 7/1/2015 5:32:20 PM
To : "techsupport@asus.com"
Subject : Re:Re:<TSD> Satisfaction-USA(EN) : Did not Receive cooler mount  [ID=RWTM201506300XXXXXXX]      



[CASEID=WTM20150702XXXXXXX]



Hello,

I appreciate the assistance and await your findings. 
---------- Original Message ----------
From:ASUS TSD
To:XXXXXXX@outlook.com
Date:2015-06-30 23:06:38

Dear XXXXXXX,

We appreciate your time in reaching Escalations and I would like to personally 
express my deepest apology for all the inconveniences that you have had with ASUS.

I will go ahead and check on all the contacts that you have had with ASUS and I will 
get back to you as soon as it would be available.

Thank you.

Jhamaica P
ASUS Customer Care
---------- Original Message ----------
From : XXXXXXX@outlook.com
Sent : 6/30/2015 12:28:49 AM
To : "techsupport@asus.com"
Subject :  Satisfaction-USA(EN) : Did not Receive cooler mount      
[CASEID=WTM201506300XXXXXXX]
Apply date : 2015/06/30 00:28:49(UTC Time)
[Contact Information]
Name : XXXXXXX
Email Address :XXXXXXX@outlook.com
Phone Number : XXXXXXX
Country : United States

[Product Information]
Product Type : Motherboard
Product Model : M5A97 R2.0
Product S/N : XXXXXXX

[Comment]
Subject : Did not Receive cooler mount
Topic : 2. Service Quality
Description : 
I just had my motherboard sent back to me from RMA. The board now does NOT 
HAVE the cooler mount bracket or screws. my RMA#: XXXXXXX Please advise on 
what to do! The BIOS chip was also NOT SEATED correctly!

 

[rtwjunkie]

So, going not so well would not quite do this justice, huh? It's a shame though that you have to be this persistent about sonething which should be a no-brainer for free publicity. Every RMA done quickly and painlessly nets you lots of word of mouth advertising.

 

[Solaris17]

So, going not so well would not quite do this justice, huh? It's a shame though that you have to be this persistent about sonething which should be a no-brainer for free publicity. Every RMA done quickly and painlessly nets you lots of word of mouth advertising.

Its not like im scamming them, or inexperienced either. I just want my damn board fixed. The actual RMA PDF they originally sent me was also a fine specimen I pretty much attempted to help them do their job.

 

[THE_EGG]

Jeez that sucks Solaris. IMHO I think the service depends on which country you live in. My experiences with Asus RMAs has been fantastic. My previous uni hybrid-laptop (TAICHI31) had numerous problems and they were rectified extremely quickly - usually in under a week! I've had to put in 2 R9 280Xs and one motherboard as well and they were all replaced with new ones, though one R9 280X took about 3 months to come back and I ended up with a $50 credit note on top of the replacement card for the place I purchased them from due to the lengthy return time. Here in Australia my worst experience for service would have to be Gigabyte for computer hardware.

Keep us posted on what the outcome is for you situation.

 

[kiddagoat]

@Solaris17, sorry to hear about your troubles but that is exactly the same sort of stuff I have gotten from them when I have had to contact them for either personal or a customer. It is a damn shame.

 

[AsRock]

I've had several ASUS boards, and none have been defective. In fact my ASUS server board has been running 24/7 for 5 years with every fan plug and SATA adapter filled. Keeping my fingers crossed.

In fact, the only motherboard I had to RMA was my system specs ASRock, but that RMA was a beautiful experience. Top-notch customer service!

About to send a ASRock mobo back so far it's been really pleasant and simple so far.

 

[Solaris17]

Jeez that sucks Solaris. IMHO I think the service depends on which country you live in. My experiences with Asus RMAs has been fantastic. My previous uni hybrid-laptop (TAICHI31) had numerous problems and they were rectified extremely quickly - usually in under a week! I've had to put in 2 R9 280Xs and one motherboard as well and they were all replaced with new ones, though one R9 280X took about 3 months to come back and I ended up with a $50 credit note on top of the replacement card for the place I purchased them from due to the lengthy return time. Here in Australia my worst experience for service would have to be Gigabyte for computer hardware.

Keep us posted on what the outcome is for you situation.

\

Will do! Hopefully it has a happier ending than its start!

@Solaris17, sorry to hear about your troubles but that is exactly the same sort of stuff I have gotten from them when I have had to contact them for either personal or a customer. It is a damn shame.

I honestly didnt expect this at first from Asus. But apparently its pretty common. Hopefully it turns out. I will also make every attempt at not paying for shipping again.

 

[Solaris17]

Well today I got another email back. It appears as if they are attempting to maybe fix it eventually? or reimburse me ffor buying a mounting bracket? I really want the original on principle but It doesn't really matter at this point. My PCI-E slot is broke. Lets reply and see. Also when logging into my account on Asus and manually going into my account and looking at the replies updating of our email conversation appears to have stopped after the first response saying sorry. Maybe there system has not updated yet but according to the ticket on asus.com this conversation is not happening. He also reminded me not to reply directly to Asus tech support in a duplicate email I sent to techsupport@asus.com which he replied too.

** duplicate**

Please reply directly to the original email trend.

Thank you.

Jhamaica P
ASUS Customer Care

The email he did respond to is of course listed below for the tech world's viewing pleasure. I can't put much on Jhamaica he is technically CS and not the RMA dpt. I'm trying to be patient with him because for all I know he is going through internal bureaucracy from the engineers, who I might add are probably using my god damn mount bracket as a coaster. But im not bitter. Today I get to take pictures of testing the machine before his questions become 3 week experiments. and scapegoats. Because you know testing a machine on bare minimums or a box arent stage 1 diagnostic practices for any tech or ex reviewer for that matter.

Hello XXXX,

Have you tried to take the board out of the chassis just to check if there is any grounding issue on your chassis? Have you tried to put in another graphics card or any other device on that particular PCI-E slot? Have you tried updating your BIOS just to make sure that this is not the one that is causing the problem?

The mounting bracket that you have purchased, is it working?

Please send me back an email ASAP for me to make all the necessary arrangement.

Thank you.

Jhamaica P
ASUS Customer Care

---------- Original Message ----------
From : XXXXX@outlook.com
Sent : 7/8/2015 1:07:47 PM
To : "techsupport@asus.com"
Subject : Re:Re:Re:Re:<TSD> Satisfaction-USA(EN) : Did not Receive cooler mount [ID=XXXXXXXXXXX]

[CASEID=XXXXXXXXX]

Hello Jhamaica,

No I am referring to the stock one that came mounted to the board. This has taken a long time and I have bought a second stock mount bracket to test the motherboard with until I can get this resolved.

Unfortunately in doing so I have come to realize the board will not detect GPUs in the first PCI-E slot. HOWEVER It will post using the second PCI-E slot or the PCI slot. This is completely unacceptable. I did not send the board in the first time for a PCI-E problem and now the board has come back with that not functioning. Here is a link to the pictures.

http://img.techpowerup.org/150708/WP_20150629_006.jpg

http://img.techpowerup.org/150708/WP_20150629_005.jpg

http://img.techpowerup.org/150708/WP_20150629_003.jpg

I have also taken the liberty of sending them directly to techsupport@asus.com through my mail client.


---------- Original Message ----------
From:ASUS TSD
To:XXXXXXX@outlook.com
Date:2015-07-08 02:12:37

Hello XXXXXXX,

Can you please provide me a picture of the board showing the BIOS that is not seated properly as well as the cooler mount bracket that is missing from the board?

Are you referrring to your own cooler mount bracket?

Thank you.

Jhamaica P
ASUS Customer Care



---------- Original Message ----------
From : XXXXXXX@outlook.com
Sent : 7/1/2015 5:32:20 PM
To : "techsupport@asus.com"
Subject : Re:Re:<TSD> Satisfaction-USA(EN) : Did not Receive cooler mount [ID=RWTM201506300XXXXXXX]



[CASEID=WTM20150702XXXXXXX]



Hello,

I appreciate the assistance and await your findings.
---------- Original Message ----------
From:ASUS TSD
To:XXXXXXX@outlook.com
Date:2015-06-30 23:06:38

Dear XXXXXXX,

We appreciate your time in reaching Escalations and I would like to personally
express my deepest apology for all the inconveniences that you have had with ASUS.

I will go ahead and check on all the contacts that you have had with ASUS and I will
get back to you as soon as it would be available.

Thank you.

Jhamaica P
ASUS Customer Care
---------- Original Message ----------
From : XXXXXXX@outlook.com
Sent : 6/30/2015 12:28:49 AM
To : "techsupport@asus.com"
Subject : Satisfaction-USA(EN) : Did not Receive cooler mount
[CASEID=WTM201506300XXXXXXX]
Apply date : 2015/06/30 00:28:49(UTC Time)
[Contact Information]
Name : XXXXXXX
Email Address :XXXXXXX@outlook.com
Phone Number : XXXXXXX
Country : United States

[Product Information]
Product Type : Motherboard
Product Model : M5A97 R2.0
Product S/N : XXXXXXX

[Comment]
Subject : Did not Receive cooler mount
Topic : 2. Service Quality
Description :
I just had my motherboard sent back to me from RMA. The board now does NOT
HAVE the cooler mount bracket or screws. my RMA#: XXXXXXX Please advise on
what to do! The BIOS chip was also NOT SEATED correctly!

Of course if Asus wants to dance with me im more than ready for them. I will flood them with pictures and video of my various tests and results. I have cards and a few CPUs I will make it impossible to say no.

 

[Solaris17]

My response to the above email. I literally cannot make this any more clear.

Hello Jhamaica,

I hope you are doing well this evening. Let me answer your questions in a straightforward way.

I have tested the motherboard outside of the chassis. In Fact I have NOT put the motherboard in a chassis since I received it from RMA and I have ONLY tested the machine on a test bed. More on this later.

I have tried 3 different graphics cards. 2x Asus 8500GT cards and a brand new MSI GTX750. None of these cards could display video in PCI-E x16 slot number 1.

For clarification I have taken the motherboard to my shop and recorded 2 different videos to help visualize the problem I am having as well as dispelling any doubts you may have to the authenticity of the complaint.

These 2 videos are located here.

https://www.youtube.com/watch?v=94JC3kTt6UU

The second is located here.

https://www.youtube.com/watch?v=QBthcMgn1-Y

If you cannot see them clearly or at all please allow time for youtube to proccess them. They were recorded in HD. Please also notice the stock AMD mount bracket I had to purchase to test the machine.

For even further history and clarity of this motherboard issues here is a link to the original RMA PDF I provided to the RMA center.

https://nosillybeans

Since testing the motherboard after its return I can confirm the instability is gone. However as previously mentioned the mounting bracket which was stock was not on the board upon its return. Further more the PCI-E slot now does not function.

Here are some still pictures taken of the unit in daylight one in particular is the memory test passing.

http://img.techpowerup.org/150711/WP_20150711_005.jpg

The others are of the motherboard itself for authenticity and of the stock replacement bracket I had to purchase.

http://img.techpowerup.org/150711/WP_20150711_003004.jpg

http://img.techpowerup.org/150711/WP_20150711_010.jpg

http://img.techpowerup.org/150711/WP_20150711_011.jpg

This is a close up of the PCI-E slot that does not function this one is x16 electrically

http://img.techpowerup.org/150711/WP_20150711_009.jpg

Additionally the machine also passes prime95 CPU stress test and showed no sign of instability after 30min.

Here are some screen shots of the machine itself doing a small gpu render test with both GPU-Z and CPU-Z confirming that the second pci-e slot will only run in x4 mode.

http://img.techpowerup.org/150711/Untitled504.png

and the GTX750 here

http://img.techpowerup.org/150711/Untitled2.png

This is further backed up by the specifications page to the motherboard itself located here.

https://www.asus.com/us/Motherboards/M5A97_R20/specifications/

As you can also see in the above videos the card will only work in the black slot.

I have also flashed the bios as you have asked. twice in fact. Since I have received the board. In the video at this time you can see the revision number 2601. Which is the newest bios available for the board. As per the download located on the product specification page here.

https://www.asus.com/us/Motherboards/M5A97_R20/HelpDesk_Download/

http://img.techpowerup.org/150711/2601.png

I appreciate your time in helping with my situation. I understand you may not work in the RMA dept, I do however appreciate your attempt in rectifying this issue. I would like to be forward with you. I have many PCs and many years of experience building them. This system will be running 24/7 when it is complete. However had ?I been a regular consumer and this was my only system I would be worried and seriously inconvenienced at this situation. I appreciate your attention to detail and thoroughness but I would like to state that while I am happy with your help thus far personally Jhamaica I am not very pleased with the RMA department. If at all possible given the fact that this machine must run for prolonged periods of time in the future I would like to request a NEW replacement board if at all possible. If I absolutely must have this one reconditioned AGAIN I would like to have expedited shipping if possible. Have a nice night.


Regards,
Solaris

 

[THE_EGG]

If they still don't fix it I'd recommend pulling out some clauses from your consumer laws ( that is if you have any). Hopefully though after that most recent correspondence they will fix/replace it.

 

[xorbe]

I fried a low-end ASUS board but I over-powered it with a huge SB overclock for like 2 year. My ASUS Hero VII is doing fine. *shrug* [H] forum has recurring complaints about endless waiting with ASUS rmas sometimes.

 

[Luka KLLP]

Wow @Solaris17 I applaud you for being so patient :O

I have a new build with an Asus mobo, thankfully nothing wrong with it (yet), I would definitely not handle this as well as you

 

[Jetster]

Mention that other companies have Reps here at TPU. I'm sure if you keep on them they will make it right eventually

 

[R-T-B]

This has me hoping nothing ever happens to my ASUS board... Not a good experience for sure.

 

[xorbe]

Here's a fresh complaint about ASUS only honoring 3 years of a 5 year warranty, then shipping to the wrong address, then punching in the wrong S/N ... uh huh.
http://hardforum.com/showthread.php?t=1867393

 

[Solaris17]

Got my response after a few days.

Hello XXX,

I will need to check on all the videos that you have provided for me to reevaluate your concern.

My apologies for all the difficulties that you are experiencing with the product and rest assured that we will be providing the best resolution on your concern.

Thank you.

Jhamaica P
ASUS Customer Care

If I knew it would take this long I would have started using archaic modes of speech in my emails. like the first one would be normal but for each email I would use more archaic words and terms until finally it would be like having a conversation with shakespeare. just to see how far I could go before they noticed.

 

[RCoon]

Got my response after a few days.

Hello XXX,

I will need to check on all the videos that you have provided for me to reevaluate your concern.

My apologies for all the difficulties that you are experiencing with the product and rest assured that we will be providing the best resolution on your concern.

Thank you.

Jhamaica P
ASUS Customer Care

If I knew it would take this long I would have started using archaic modes of speech in my emails. like the first one would be normal but for each email I would use more archaic words and terms until finally it would be like having a conversation with shakespeare. just to see how far I could go before they noticed.

Contacted Asus. Explained the rather large audience the site has, and how it would be in their best interest to resolve the issue quickly, lest their image become tainted.

 

[xorbe]

"Drop an email to Cl-jolene with your RMA number. Add the @ASUS.COM to the end of that name to send the message."

 

[xvi]

lest their image become tainted.

...more.

 

[Dippyskoodlez]

Got my response after a few days.

Hello XXX,

I will need to check on all the videos that you have provided for me to reevaluate your concern.

My apologies for all the difficulties that you are experiencing with the product and rest assured that we will be providing the best resolution on your concern.

Thank you.

Jhamaica P
ASUS Customer Care

If I knew it would take this long I would have started using archaic modes of speech in my emails. like the first one would be normal but for each email I would use more archaic words and terms until finally it would be like having a conversation with shakespeare. just to see how far I could go before they noticed.

This is really nothing more than textbook bullshit outsourced support copy pasta, you've not yet even begun to escalate out of that black hole of shitstorm

I deal with that allllll day at work