Shoddy Asus RMA

[Arrakis+9]

Just got off the phone with them.. they sent me a shipping label and are going to send me a new board when they confirm that the damaged board is in transit. so hazzah for now and i'll see how it all plays out and report back to you guys later

[t_ski]

Make sure you have receipts of the shipping info

[mediasorcerer]

Great!! Feel good for you and glad it seems to be working out now.

[Arrakis+9]

So the motherboard has been returned and *DELIVERED* back to asus RMA, when i check on the RMA number i get this

RMA service number has been successfully applied for, and we are waiting to receive the customers product.

No email or confirmation that they have even shipped out the new board yet that was SUPPOSE to be cross shipped... guess im calling up there AGAIN, this is really starting to make me angry

[cdawall]

Originally Posted by Arrakis+9

So the motherboard has been returned and *DELIVERED* back to asus RMA, when i check on the RMA number i get this

No email or confirmation that they have even shipped out the new board yet that was SUPPOSE to be cross shipped... guess im calling up there AGAIN, this is really starting to make me angry

Normally they cross ship when marked as shipped. I have had that happen with Asus and a ton of times with EVGA. Never had an issue from either company and RMA's.

[Arrakis+9]

Originally Posted by cdawall

Normally they cross ship when marked as shipped. I have had that happen with Asus and a ton of times with EVGA. Never had an issue from either company and RMA's.

Alright, we'll see what happens then only going to give it 1 day though - this is already turning out to be a 2 month long RMA

[stevednmc]

Asus isnt really forthcoming with information.. I sent my laptop in once for rma...they didnt tell me what they did or even inform me they were shipping it back...I was surprised when I found the sticker on my door telling me I had a package! But they did fix it, and when I called they told what repairs were made, and Im still using it over a year later.

[mediasorcerer]

You'll be right man, just takes time, you'll git a new one soon from them im sure.

[Arrakis+9]

So im on the phone again with asus - - getting ready to talk to a manager, i called up there again because the board is undergoing another "normal" RMA instead of getting a cross shipment like i was told i was going to have. the rep on the phone told me at this point it would be pointless to do a cross shipment on a new board because the normal rma is almost finished. i told him that i don't want to get the same board back because it was physically broken the first time it was sent in - he told me to stay on the line and he would transfer me to his manager so i did and what i was told again on the phone is "your board is in the final testing phase and should be shipped today or tomorrow and you should get a tracking number today or tomorrow"

so in all honestly im starting to loose my patience with them and im going to start calling more and more often if they are stringing me up like this because its a clear attempt of "i don't want to deal with you" sort of attitude and its honestly really fucking disappointing that this is going to pan out to 2 months for this RMA


It would be really nice if we had an asus rep here on our forums that could see whats happening - i can only imagine how they're treating other people as far as support

[qubit]

I've got an Asus mobo and this really doesn't fill me with confidence. Surely it actually costs the company more money in time and wasted wages to mess you around than just replace the board with a brand new one straight away?

[Vlada011]

Yes but they play on something other...Give up.
Most of people only give up sell board and buy new or rich leave board like plate for sandwiches.
That save lot of money. When some have something for RMA, percent give up in start.
EVGA can pay whole developing team for money to keep alive best technical support and service on market together with CORSAIR.
Technical support that level cost lot.

[adulaamin]

Originally Posted by Vlada011

Yes but they play on something other...Give up.
Most of people only give up sell board and buy new or rich leave board like plate for sandwiches.
That save lot of money. When some have something for RMA, percent give up in start.
EVGA can pay whole developing team for money to keep alive best technical support and service on market together with CORSAIR.
Technical support that level cost lot.

@Arrakis+9
I hope you'll be able to work this out with Asus quickly... Keep bugging Asus and hopefully they'll send you the replacement ASAP... That's what I would do

[Arrakis+9]

Originally Posted by Vlada011

Yes but they play on something other...Give up.
Most of people only give up sell board and buy new or rich leave board like plate for sandwiches.
That save lot of money. When some have something for RMA, percent give up in start.
EVGA can pay whole developing team for money to keep alive best technical support and service on market together with CORSAIR.
Technical support that level cost lot.

your missing the point ASUS is suppose to be "known" for good technical support and fast turn around when you have to RMA some thing this is clearly showing and now documenting (as much as i hate to say it) worst case scenario. aside from that not all of us have the money to go throw down another $250 on a board just because there was bad technical support. i'll admit it im not in any way shape or form rich or even wealthy and i have an overdrawn bank account to prove that, i consider myself a "budget enthusiast" and your idea to give up and try something else dose not sit well with me

[cdawall]

Tell them you are going to contact the BBB and see how quickly the board shows back up.

[Exeodus]

I am pretty sure they will take care of you. Just demand that they send you a label to ship it back on. A while ago I RMA'd a 790FX that would post with a quad core but did with a dual core. I explained this to them when I set up the RMA, and even printed the issues and sent it back with the board. They sent me the same board back claiming that it was repaired, and low and behold, it wasnt. I called back and they emailed me a prepaid UPS label and then sent me a brand new complete retail box.

[sneekypeet]

Originally Posted by Arrakis+9

It would be really nice if we had an asus rep here on our forums

http://www.techpowerup.com/forums/member.php?u=9336

[mediasorcerer]

^ your a real gentleman.

This happened to me in 2010 with a macbook pro 15, i had to drive a round trip of 400 odd kms after 2 attempts to get it replaced as the screen cabling was faulty i noticed a day after i purchased it etc and i paid over 2k$ for it, maybe over 3k if i remember, and it was an absolute nightmare, i nearly blew a 50amp fuse instore until i got it swapped.

[sneekypeet]

Originally Posted by mediasorcerer

^ your a real gentleman.

Only reason I knew was that I saw him and dave going back and forth in another asus thread last week Either way hope it helps.

With the guys saying the RMA is almost finished, I am not sure what he can do though.

[Arrakis+9]

So... its Monday.... still no update for asus RMA still says "Product repair is in progress." i sent a PM a few days ago to the asus rep here on the forums but he seems to be not active what so ever. time for another call - - i wonder what lie they're going to tell me this time...

[Arrakis+9]

So i called them up again, i explained my situtation the the first guy on the phone and he told me he was going to transfer me to a supervisor and when he put me on hold i got a call ended sign on my phone i quickly called back again got a different person explained my situation again and he came back to me saying that its in "line" for repairs and that it probably wont have any status update until Wednesday or Thursday ( sound familiar? ) i told him that hes telling me the exact same bullshit that i was told last week he then went on to tell me that since i shipped the board out FIRST and did not wait to receive a replacement board first then ship out my defective board that quote "it was turned into a normal RMA" which is on par for this line in the instructions

f ASUS Product Support Team is not contacted that defective unit is in transit and RMA is received at repair facility, RMA will be changed to a regular RMA and standard processing will apply.

The problem with that is that i contacted asus the day after they gave me the shipping label to have them verify that my motherboard was in transit and have them release my replacement board for me. that didnt happen - the rep never got my replacement board released for shipping.

after asking to speak to a supervisor i waited on hold for 5 minutes and talked to what sounded to be the same guy i talked to last time that told me i should get an update on Wednesday or Thursday. after explaining my situation AGAIN i asked him to explain to me why this happened and why there is no update what so ever on whats happening with my board. he proceeded to tell me again that Wednesday or Thursday is that "magic day" that i should be receiving an update on it and they should know more then - no estimate on when a replacement is suppose to be shipped out. after this my patience pretty much broke and i blew up on the guy asking him why their fuck up is my problem and that i should have to wait the amount of time this has taken for something that should have been fixed the first time around. he kept telling me that hes sorry there's nothing he can do because the board is at RMA being "repaired" and they cannot release a replacement because of that fact.

He was ever so polite to give me the email and name of his supervisor and said i could call tomorrow from 8 - 5 EST.

Time to write up an email.... and another phone call tomorrow .....

[drdeathx]

All I suggest is go as high as you can and give them a link to this thread. I say they send you a gift like a ASUS GPU for screwing you around now....

[Arrakis+9]

Originally Posted by drdeathx

All I suggest is go as high as you can and give them a link to this thread. I say they send you a gift like a ASUS GPU for screwing you around now....

that would be grand and all but i just want my board back so i can OC and get my high quality audio back

[TheMailMan78]

Just to let you know Asus doesn't replace a board or GPU until the third RMA of the original product. This has always been SOP for them. Expect to get the same board back again, I went through this same ordeal with a 4870 Dark Knight a while back.

[qubit]

This is bloody awful. I hope my Asus mobo doesn't crap out on me.

[cdawall]

Originally Posted by TheMailMan78

Just to let you know Asus doesn't replace a board or GPU until the third RMA of the original product. This has always been SOP for them. Expect to get the same board back again, I went through this same ordeal with a 4870 Dark Knight a while back.

Interesting last board I shipped them was replaced (marked the board). Then again that board lets just say died a valiant.