ASUS RMA turning A super pain in the ...... DONT BUY! / ?

[FX-GMC]

Great. Just bought a Zenbook. Hope I don't ever need to RMA it.

 

[m4gicfour]

That doesn't mean they are held to the same standards as asus's consumer line. I knew was a spinoff from Asus.

That's not the point I was trying to make.

If someone had a problem with Pegatron handling ASUS warranties prior to 2010, then it's literally just ASUS involved, with a different name. ASUS to blame 100%.

If someone has a problem since, then ASUS is to blame for subcontracting to a company which cannot keep service up to their standards (or our expectations, whichever you prefer).

Either way, ASUS should get at least an equal share of the blame. Just saying "the issue is that Pegatron handles ASUS RMA's" and blaming Pegatron entirely is being a bit too forgiving of ASUS, IMO. That's all I was trying to say.

 

[broken pixel]

In 2012 is when I had my horrible experience & all my gimp replacement boards came from Pegatron from the US warehouse. ASUS advanced RMA service sucks & is slow. EVGA IMO has the best RMA service in the industry, especially when it comes to power supply units. EVGA only puts a 1.00 hold on a credit card as ASUS charges full retail value of the product being sent back. EVGA also cross ships for that 1.00 hold.

 

[neko77025]

YOU HAVE TO BE KIDDING ME .... YOU CANT MAKE THIS BS UP.

RECEIVED THAT RMA TODAY.. OPENED IT UP .....SURPRISE .... 780 ti in the box. WTF.

Ok .. so I just spent 40.00 to send in Working 780ti for them to send me back A refurb 780ti.

I F'n hate ASUS now.

 

[R-T-B]

YOU HAVE TO BE KIDDING ME .... YOU CANT MAKE THIS BS UP.

RECEIVED THAT RMA TODAY.. OPENED IT UP .....SURPRISE .... 780 ti in the box. WTF.

Ok .. so I just spent 40.00 to send in Working 780ti for them to send me back A refurb 780ti.

I F'n hate ASUS now.

Ouch. Thanks for the report anyways. Maybe enough bad press will make them wake up... but I'm kinda not feeling it.

 

[neko77025]

I am about too up the amount of people who know .... ... Going to send all the emails eveywhere ...

 

[R-T-B]

I am about too up the amount of people who know .... ... Going to send all the emails eveywhere ...

Go for it, it's the consumers most potent weapon if nothing else...

 

[dorsetknob]

... I did not pay 40.00 to send in my working 780 ti for A 970 refurb ... 1) its not what they told me they were going to give me. 2) its not A upgrade 3) its worth less the 780ti

threaten them with your countrys consumer protection law unless they give you what was promised
If they fail to honour their agreement ( you do have a paper trail that can confirm your dealings ) take up the matter with your consumer protection People
don't forget to claim the extra incured costs due to their mistake/incompedance

 

[jboydgolfer]

not to hi-jack but along the lines of the OP title, Asrock, and Powercolor USED to be great, but have been a rEAL pain as well lately IME. hopefully its not a trend to abandon the consumer @ the point of sale, even though IME it appears to be moving in that direction. This is MY experience, not looking to debate, its just gone down hill in recent years.

 

[broken pixel]

 

[GC_PaNzerFIN]

I am not trying to defend obviously horrible customer service, but you say you sent them two working 980s. Why? Thermal pads and fans tend to leak more or less some oil during their lifetime. Fans especially when new. Thermal pads the other way.
If I was there doing RMA service, you'd have got back same exact cards, cleaned, with a note that this is normal and suggested you few different ways to clean this oil.

Edit:

Wait, I am confused. You sent a working 780 ti there expecting 980 back? Weird.
If they did that they would have gone above and beyond what is required from them.

 

[dorsetknob]

I am not trying to defend obviously horrible customer service, but you say you sent them two working 980s.

No as far as i know and can work out he sent one for Rma got one back ( upgrade ), incompatible with his original SLI setup
agreed to swap via authorized RMA his fully working original fully working Card for one that was SLI compatible with the Returned RMA
He Received via Authorized RMA the Same grade of card as he sent for RMA and not one AS promised suitable for SLI as his Original RMA request

Confused as to whats going on
read the thread
still don't understand then don't comment

sorry if this is too BLUNT for you

 

[GC_PaNzerFIN]

Confused as to whats going on
read the thread
still don't understand then don't comment

sorry if this is too BLUNT for you

Geez, I also read the original thread where he was contemplating RMAing 980, and the thread never got proper conclusion.

So thanks a lot for bluntness.

 

[neko77025]

its still on going .. thier is no conclusion yet. Had 2x 780ti ... one of them died, they could not fix or replace it with the same thing. They offered to upgrade the 780ti to A 980 strix or wait till the got another 780ti in. I told them about my SLI setup and this would be A issue and I would like to stay with matching cards. She then offered to upgrade the 2nd card to A 980 strix also via another RMA. I agreed to this, About A week later I received the first RMA (the 980). It was covered in oil ( I dont mean A little amount either). After talking on the forums I gave it a go and seemed to be ok after I cleaned it. However I waited A few days before sending in my Working good 780ti , just in case something went wrong with the refurb 980 (fallout 4 just came out), After A few days of use and watching for oil, I was happy with the 980. I then paid 40.00 to RMA the good working 780ti. Was notified by fedex it had arrived. Checked on the online RMA status ea day for 10days. On the 10th day I replied to whom had arranged the RMA. (at the same time reminding her about what we had talked about) ... Was replied to by someone else, saying he tell them to do what she had told them. About 1 hour after that last msg, he replies they dont not have A 780ti and can not repair or replace it. And offers to replace it with A 970. [ She had told me they would give me a 980 to match my SLI ... he had just confirmed it and say he would get it done. ] I told them I dont want A 970 and thats not what they told me they were going to do, Also A 970 is A downgrade vs A 780ti. He said he would let them know. The next email I got was From ASUS RMA saying my RMA was shipped. It had a note saying to replace the 780ti with 980strix. I thought it was all done. As of yesterday I received the RMA ... Upon oping it, their was A 780ti in box that had A new S/# on it.

So I paid 40.00 to RMA my working card for the same card. That is not what I was told they were going to do.

They replied today staying the have upgraded my RMA to corporate level ... WTF ever that means.

 

[dorsetknob]

So above post of mine fairly sums up the situation as it stands ?

"for the Clarification of others" that may not read the entire thread before commentating

 

[blunt14468]

and this is why i have only used evga for the last 5 years

 

[FireFox]

I don't know where you live but what it's happening to you it doesn't happen in Germany.

 

[neko77025]

UPDATE 12/14/2015

So, Higher ups in customer service have now got in contact with me, They assured me that I will get A 980 and have given me 2x options for RMA both per-paid. First is normal way, I send it in and once they get it, they will send me the 980. The other is A cross shipping method. I give them CC info and they put hold on my Card and ship out card then and remove charge when card I sent arrives. I did want to go with this, because it has been over 2 months now that I can run my rig in 5760x1080 and I really want too play War Thunder and Elite dangerous (its not the same when you are use to the 3x screesn).

Today I get the paper work on the Cross shipping. They want to put A hold of $610.00 on my Credit Card for A 980strix ( I LOLed so freaking hard, you can get A 980ti for 610). So, with how this RMA has been going ... I have A odd feeling I might end up getting stuck paying for said hold. So I did the math for them.

Newegg is selling this same card for $520.00 - $30.00 rebate - $60.00 Game bring the value of A new version of this card to $430.00. That is A $180.00 mark up on A refurbished.

I can not take the chance of getting stuck for $610.00 for A card that is worth $180.00 less .. if it were new .. not even counting the value would drop if you add refurb to it.

ALSO, I have this even more intriguing all of their emails now have this Runner after context of the msg.

" DISCLAIMER - All communications - written, illustrated, graphics, or any type of
content/information present within these email(s) are considered "off the record,"
confidential and not for publication. Our company and the sender accept no liability
for the content of this email, or for the consequences of any actions taken on the
basis of the information provided. All information contained is direct, confidential
communication between the sender and recipient. This content cannot be posted,
used, copied or replicated in any way without direct written consent from Asus. If you
are not the intended recipient, you may not review, copy, or distribute this
message. If
you have received this communication in error, please notify us immediately by e-
mail and delete the original message. If you are not the intended recipient, you are
notified that disclosing, copying, distributing or taking any action in reliance on the
contents of this information is strictly prohibited. "


Freaking scumbags

 

[dorsetknob]

Ask them for written consent for your legal team to read / store act upon said email correspondence

 

[broken pixel]

EVGA credit card hold is 1.00, fail ASUS.

Actually any type of hold even for a dollar can be up charged from the comapny, I think?

They wont charge the credit card as long as you send the GPU back undamaged to ASUS.

 

[neko77025]

UPDATE 12/23/15

Where we last left off.
I had sent off PRE-PAID FEDEX RMA on the 14th(monday) Checked the tracking on the 17th(thrusday) and showed it delivered on the 16th(wensday). I msg the guy and let him know it is in and if at all possible get my card out ASAP (going on 2months now with out one of my cards). He informed me that he let them know to get this out Asap and should ship today (friday). Sat/Sun, I checked RMA status with no updates... shows they have not received the card and I have no email saying it shipped.
Monday 12/21/15, Still no change or email. I send my first angry / rude email asking WTF is going on. (First time I really lost it and cursed ). He replied very nicely and was understanding of my anger and said he has told them to get it out today and Overnight it.
12/23/2015 (today) ... still no update in RMA status or email that it had shipped, so I sent him another email .. asking / telling (not rude at all .. in fact I said "Anyhow I can only LOL at this now... its truly just sad and this point." ... almost counting this as A loss at this part.

He replied a few mins ago, apologizing and now tells me the pre-paid rma was shipped to the wrong address and this was the reason for all of the delays. For all of the delays and issues he is going to upgrade both cards to 980ti strix.
So it might be a win in the end .. but man this was A epic mess ... anyhow .. only time will tell. Will let yall know what happens

 

[EarthDog]

Sorry about the whole process... at least they made up for it (above and beyond IMO) in the end by the upgrade.

 

[HTC]

Sorry about the whole process... at least they made up for it (above and beyond IMO) in the end by the upgrade.

Only if OP receives what they claim he'll receive. Still, not so sure if said upgrade is worth the hassle it took to get it (IF he ends up getting it).

I was an ASUS fan and since my 2nd board up to around 10th-11th or so, all boards i bought were ASUS as well as several GPUs. Had problems with a few of the boards and most were fixed without much hassle until the last one: was talking to them via their forum and they replied to me in what i considered to be a nasty way (don't recall exactly what they said anymore). I replied something like this: "Congratulations: you have just lost yourselves a customer".

Since then i have had 2 boards: one gigabyte and my current Asrock.

 

[EarthDog]

I'd go through that for that kind of upgrade!

 

[HTC]

I'd go through that for that kind of upgrade!

I would not: a company that doesn't treat it's costumers properly doesn't deserve to have said costumers.

I don't care how good the company's products are: a company is defined by it's whole and that includes it's RMA process. When a company's RMAs get to this level of ridiculousness, it doesn't deserve to have the costumer.