- Joined
- Apr 29, 2014
- Messages
- 4,180 (1.15/day)
- Location
- Texas
System Name | SnowFire / The Reinforcer |
---|---|
Processor | i7 10700K 5.1ghz (24/7) / 2x Xeon E52650v2 |
Motherboard | Asus Strix Z490 / Dell Dual Socket (R720) |
Cooling | RX 360mm + 140mm Custom Loop / Dell Stock |
Memory | Corsair RGB 16gb DDR4 3000 CL 16 / DDR3 128gb 16 x 8gb |
Video Card(s) | GTX Titan XP (2025mhz) / Asus GTX 950 (No Power Connector) |
Storage | Samsung 970 1tb NVME and 2tb HDD x4 RAID 5 / 300gb x8 RAID 5 |
Display(s) | Acer XG270HU, Samsung G7 Odyssey (1440p 240hz) |
Case | Thermaltake Cube / Dell Poweredge R720 Rack Mount Case |
Audio Device(s) | Realtec ALC1150 (On board) |
Power Supply | Rosewill Lightning 1300Watt / Dell Stock 750 / Brick |
Mouse | Logitech G5 |
Keyboard | Logitech G19S |
Software | Windows 11 Pro / Windows Server 2016 |
So its time for a rant, one I never thought I would have to make. I have purchased pretty much exclusively (Few exceptions like my current portable rig with the Asrock board) over the course of the last 12+ years purchased only Asus motherboards for my own machines and machines for friends/family. I used to say they were some of the best (Yes I Have purchased other brands at times for deals or because of aesthetic choices like from MSI) and they had a good warranty/friendly company. Personally, I Have never had an Asus motherboard fail on me in my time but my friends GPU failed and I helped him RMA it and had no issue with them (Over 6 years ago). Well recently I had a motherboard fail in my personal rig (Asus Z370 Prima-A) with a weird issue that turns out to be common enough to see people reporting this error on other forums (I don't believe its widespread FYI, just that it happens). My board was still under warranty but based on the fact I want to be up and didn't want to wait I bought a new Asus Z490 Strix motherboard and i7 deciding to give my wife this board and chip once its repaired for her gaming rig. Unfortunately they denied the warranty claim saying I "physically damaged" the board and that it was not covered by their warranty. I was confused as the board before being shipped was nicely wrapped in the box (BTW had to pay return shipping which I am not a fan of) so I was confused until they said the socket was damaged. When I asked for images they showed me a picture with some small chunks of thermal grease sitting on top of the pins. My guess was maybe when I removed the cooler from the system and CPU for the failure some got scraped off and maybe a bit had gotten on it or some was on the bracket and got scrapped off in shipping or something to that effect because when I looked at the CPU the bottom was clearly clean and free of any and all residue. I contested it and spoke to multiple people who basically defaulted to "This is physical damage and Asus will not cover physical damage" and tried to escalate it to higher managers (They didn't even know what the stuff was when I was on the phone and over emails with them, they claimed it was liquid damage at first). Finally someone higher looks into it and claims it is thermal grease. So thinking its been resolved they come back and say its still considered physical damage. I asked how they come to that conclusion as it clearly is not old/has not been there while the CPU was installed and they stated that while it may not effect functionality and it may have happened after the board was removed we still will not warranty this board. They then sent me a bill to receive the board back functional which they even said was just them sending me a new board (Not complaining but pointing out) for around 50 more dollars than buying the newer revision Z390 board off newegg (Not including the shipping I already paid). The only thing I was offered was a 20% off discount which still resulted in the board being around 30 dollars more than just buying a new one off newegg. I am flabbergasted by this, I mean I have no problem paying for repairs/replacing any board I did indeed damage (Like if my cooling system leaked I would not warranty it and would by another) as I have done so in the past with an asrock board I burned up in a mining rig years ago (Overloaded the 24 pin lol).
To me, I don't know what current experiences have been like for others with Asus warranty, but for me they have lost a customer for life. I literally went to the store and purchased a new Asus Z490 Strix board because i trusted they would make this right and would honor their warranty but it appears I have been mistaken. Guess I will be going with either Asrock or MSI for my next build. I am just posting this to warn and maybe get some ofther info from others about their experience as maybe mine is an odd situation. Or maybe people here will think I am in the wrong on this case, if I truly believed that I had spilled thermal grease in the socket, installed the CPU, and that burned it up I would be singing a different tune. But I can safely say that is not the case as I had this rig running for almost two years before the board randomly died on me.
To me, I don't know what current experiences have been like for others with Asus warranty, but for me they have lost a customer for life. I literally went to the store and purchased a new Asus Z490 Strix board because i trusted they would make this right and would honor their warranty but it appears I have been mistaken. Guess I will be going with either Asrock or MSI for my next build. I am just posting this to warn and maybe get some ofther info from others about their experience as maybe mine is an odd situation. Or maybe people here will think I am in the wrong on this case, if I truly believed that I had spilled thermal grease in the socket, installed the CPU, and that burned it up I would be singing a different tune. But I can safely say that is not the case as I had this rig running for almost two years before the board randomly died on me.