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Shoddy Asus RMA

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#1
This is really just a place holder for asus RMA to show them what i got back today from them and how severely aggravated and disappointed i am because im going to have to wait another 2+ weeks for this to get resolved for something that should have not even passed QA to begin with.

At this point im just going to leave the pictures to do all the talking with some captions and highlights to point things out









UPDATE:
After going though hell getting the board sent back to repair the damage from my original RMA - - this is what they sent back to me










 
Last edited:
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#2
I feel for you, that's shocking quality control there, this is why i buy chit like this instore usually, and i open it just outside the store, or inside, depends, to check everything first, imagine if you sold something with that kinda damage to them, they wouldnt wait 2 weeks for a replacement, theyd have lawyers on your doorstep, i hope they resolve it pronto, otherwise id be asking for a full refund and contacting legal advice in you country, thats disgraceful frankly to send that "back" to you like that!!! thats just rubbish damage on that board, its had it!
Thats not even new, its used!!!!
 
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#3
at some point i better buy direct to the shop so i can inspect the stuff first
sorry to hear that.
 
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#4
All i got back for as a responce was "generic" instructing me that i need to call RMA directly

Dear Valued Customer,

Thank you for contacting ASUS Customer Service.

My name is Fiona and it''s my pleasure to help you with your problem.

Sorry for the trouble.
About your quesition, I suggest you could directly contact our local service center to discuss your trouble with them to see if they will help.
If you are in the USA or Canada, also, you could call our RMA department at 812-282-2787 (Hours: 5:30am – 9:00pm(PST) support) select option 2 then option 2. Canada:Canada Phone*: 1-905-370-2787 (French support available). Please have the serial number of your ASUS product handy when you call.

Welcome to refer Troubleshooting & FAQ for ASUS products in ASUS
website:
http://support.asus.com/servicehome.aspx?SLanguage=en

If you continue to experience issues in the future, please do not
hesitate
to contact us.
Best Regards,
Fiona
Doesn't seem they want to deal with me now do they?
 
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#5
Holy effing ess, man. That is one banged up board, and you got it back from RMA looking like that?

ASUS is my favorite manufacturer, and I have never had any issues with them, but good lord, just look at that thing.
 
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#6
a little off topic but the pic showing the CPU backplate shows people that don't believe that foxconn has parts in every motherboard manufacture the CPU backplate is made by foxconn i'm betting all the connectors are too anyways back on topic

WOW it looks like they used the MoBo for everything other then a MoBo and then just sent it back to you sorry for your luck man that sucks
 

lyndonguitar

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#7
Damn, you can see almost all those problems at the first glance, What the hell is wrong with ASUS Quality Assurance
 
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#8
Not to be sarcastic but if you just bought it, they are saying send it back to the retailer or etailer and they will exchange it. Thats what I would do. You will get a new one quicker and if you do not like the response, why the hell did you not call them on the phone? Asus has live support if your not happy with the response.
 
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#9
a little off topic but the pic showing the CPU backplate shows people that don't believe that foxconn has parts in every motherboard manufacture the CPU backplate is made by foxconn i'm betting all the connectors are too anyways back on topic

WOW it looks like they used the MoBo for everything other then a MoBo and then just sent it back to you sorry for your luck man that sucks
No the company he bought it from gave him a rebag. Ever thing of that. I have NEVER seen a motherboard from any manufacturer come out of the box like that and I have handled litterally hundreds. it just does not happen unless he got someone elses return. plain and simple. Why do you think the PCB is bruised and warped. It was in someone elses case people. This is NOT an Asus issue rather his retailer thus she said contact them. Snap into it guys!
 

lyndonguitar

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#10
No the company he bought it from gave him a rebag. Ever thing of that. I have NEVER seen a motherboard from any manufacturer come out of the box like that and I have handled litterally hundreds. it just does not happen unless he got someone elses return. plain and simple. Why do you think the PCB is bruised and warped. It was in someone elses case people. This is NOT an Asus issue rather his retailer thus she said contact them. Snap into it guys!
so if i understand correctly its just a misplace issue? one sending and one returning boxes got swapped?

edit: if this is right then why would someone send something like that for RMA, are these kind of damages still RMA-able?
 
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#11
No the company he bought it from gave him a rebag. Ever thing of that. I have NEVER seen a motherboard from any manufacturer come out of the box like that and I have handled litterally hundreds. it just does not happen unless he got someone elses return. plain and simple. Why do you think the PCB is bruised and warped. It was in someone elses case people. This is NOT an Asus issue rather his retailer thus she said contact them. Snap into it guys!
so if i understand correctly its just a misplace issue? one sending and one returning boxes got swapped?

edit: if this is right then why would someone send something like that for RMA, are these kind of damages still RMA-able?
This is the board i got directly back from asus RMA department, i sent them in a pristine board that stopped booting properly and this is what they sent back after 3 weeks of waiting


I am going to call asus RMA department after i get off work today and see what happens...
 
Last edited:
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#12
This is the board i got directly back from asus RMA department, i sent them in a pristine board that stopped booting properly and this is what they sent back after 3 weeks of waiting


I am going to call asus RMA department after i get off work today and see what happens...

Yes I would call and go up the ladder
 

de.das.dude

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#13
yeah... ive been saying this for sometime... Asus wuality has gone down the gutter. specially after sales stuff.

i have had to rma my board 4 times now :(
 
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#14
yeah... ive been saying this for sometime... Asus wuality has gone down the gutter. specially after sales stuff.

i have had to rma my board 4 times now :(


Asus is actually quite good. Nobody is perfect, :slap:
 
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#15
Nobody's perfect but really what he got back was just a joke. Hell I have seen whole computers sitting outside in the rain and snow and they looked in better condition then his MoBo. I wouldn't even expect that from the cheapest MoBo manufacturer let alone from one of the most expensive.
 
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#16
Just got off the phone with asus phone support, I was informed that it was indeed a mistake on their part and that they were going to stock check the M5G for me and cross ship a new board for me in a "special rma case #" and that i should receive an email on further instructions in the next day or so. i was also told that even if they did not have stock i shouldn't have to wait more than about 1 week to get a new board back from them.

so in all, way to go phone support - it was better than i was expecting after the last highway robbery attempt i got from EVGA and their stupid RMA policies

Now i'll just wait and see what happens and report back with what i get.
 
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#17
Just got off the phone with asus phone support, I was informed that it was indeed a mistake on their part and that they were going to stock check the M5G for me and cross ship a new board for me in a "special rma case #" and that i should receive an email on further instructions in the next day or so. i was also told that even if they did not have stock i shouldn't have to wait more than about 1 week to get a new board back from them.

so in all, way to go phone support - it was better than i was expecting after the last highway robbery attempt i got from EVGA and their stupid RMA policies

Now i'll just wait and see what happens and report back with what i get.
My motto is via emial 1st try, then phone. great job and congrats. Asus is not perfect but they will make it right.
 

dude12564

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#18
All i got back for as a responce was "generic" instructing me that i need to call RMA directly

Dear Valued Customer,

Thank you for contacting ASUS Customer Service.

My name is Fiona and it''s my pleasure to help you with your problem.

Sorry for the trouble.
About your quesition, I suggest you could directly contact our local service center to discuss your trouble with them to see if they will help.
If you are in the USA or Canada, also, you could call our RMA department at 812-282-2787 (Hours: 5:30am – 9:00pm(PST) support) select option 2 then option 2. Canada:Canada Phone*: 1-905-370-2787 (French support available). Please have the serial number of your ASUS product handy when you call.

Welcome to refer Troubleshooting & FAQ for ASUS products in ASUS
website:
http://support.asus.com/servicehome.aspx?SLanguage=en

If you continue to experience issues in the future, please do not
hesitate
to contact us.
Best Regards,
Fiona


Doesn't seem they want to deal with me now do they?
At least they gave you a Canadian phone number. My ASUS RMA came back in worse shape than I sent it off at, and they said there was no Canadian phone number available...
 
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#19
Just got off the phone with asus phone support, I was informed that it was indeed a mistake on their part and that they were going to stock check the M5G for me and cross ship a new board for me in a "special rma case #" and that i should receive an email on further instructions in the next day or so. i was also told that even if they did not have stock i shouldn't have to wait more than about 1 week to get a new board back from them.

so in all, way to go phone support - it was better than i was expecting after the last highway robbery attempt i got from EVGA and their stupid RMA policies

Now i'll just wait and see what happens and report back with what i get.
Ok well seriously hope you get a bnib board and that will make it right for you even though you had to wait etc, if they do that and it works out, then id be happy, they are usually quite good with this sort of chit, keep up the pressure too, and stay cool as well, never get anywhere being freaked out with sales people, its a big company with chit all over the world and chit does happen once in a while, please update us if you dont mind, i like asus gear myself never had any issues , it may have just been a mix up, they do happen, regs frm me.:toast:
 
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#20
Just got off the phone with asus phone support, I was informed that it was indeed a mistake on their part and that they were going to stock check the M5G for me and cross ship a new board for me in a "special rma case #" and that i should receive an email on further instructions in the next day or so. i was also told that even if they did not have stock i shouldn't have to wait more than about 1 week to get a new board back from them.

so in all, way to go phone support - it was better than i was expecting after the last highway robbery attempt i got from EVGA and their stupid RMA policies

Now i'll just wait and see what happens and report back with what i get.
I hope they do what they say for your sake. I didn't have such a nice dealing with them. :toast:
 
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#21
So i have not heard anything back from asus today via email.. going to give them till mid day tomorrow to get back to me with a response then im calling them again :|
 
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Location
Belgrade, Serbia
System Name Intel® X99 Wellsburg
Processor Intel® Core™ i7-5820K - 4.2GHz
Motherboard ASUS Rampage V E10 (1701)
Cooling CORSAIR H100
Memory CMD16GX4M4A2666C15
Video Card(s) EVGA 780Ti K|NGP|N Classified
Storage Samsung 850 EVO 1TB/waiting M.2
Display(s) Samsung P2450H
Case CORSAIR Obsidian 650D
Audio Device(s) CREATIVE Sound Blaster ZxR
Power Supply EVGA 1200 P2 Platinum
Mouse Logitech G700
Keyboard Deck 87 Francium Pro
Software Windows 10 Pro x64
#22
Their technical support is scary. But marketing and bribed sites and review work never better.
ASUS is big, rich, indifferent and stingy...
 
Joined
Aug 10, 2007
Messages
1,786 (0.47/day)
Likes
899
Location
TEXAS
System Name Hexy
Processor i5 4690K @ 4.5Ghz
Motherboard Asus Z97 Pro Gamer
Cooling custom parallel loop with direct die mounts & liquid metal
Memory 32gb Corsair Vengeance
Video Card(s) GTX 1070 Founders Edition + shunt mod
Storage 480GB Intel 750 PCIE + 256GB Plextor M5S SSD + 2TB WD Red HDD
Display(s) Pixio PX325c & ASUS MX279H
Case Lian Li PC-V1000L + "NZXT Hue+ Lighting"
Audio Device(s) Supreme FX + Sennheiser Game Zero's
Power Supply Seasonic x850 Gold
Mouse Nixeus Revel + Dechanic control XL mouse mat
Keyboard Royal Kludge RC930-87 + Grifiti Pad
Software Windows 7 Pro
Benchmark Scores Heaven Extreme 1080p,2336 | Valley, Extreme 1080p, 3899 | SuperPosition, Extreme 1080p, 3455
#23
Still have not heard anything back from them yet.... no email no confirmation no nothing... on the phone again waiting for a rep right now to see what the deal is, hopefully this time i wont get put on hold for 40 minutes
 

Solaris17

Creator Solaris Utility DVD
Joined
Aug 16, 2005
Messages
19,273 (4.28/day)
Likes
6,081
Location
Florida
System Name Not named yet
Processor I5 7640x 5Ghz 24/7
Motherboard MSI x299 Tomahawk Arctic
Cooling Corsair H55
Memory 32GB Corsair DDR4 3000mhz
Video Card(s) Gigabyte 1080TI
Storage 2x Seagate 3TB Drives (RAID 0) 1x Seagate 256GB SSD 1x Adata 120GB SSD
Display(s) 3x AOC Q2577PWQ
Case Inwin 303 White (Thermaltake Ring 120mm Purple accent)
Audio Device(s) Onboard on Audio-Technica ATH-AG1
Power Supply Seasonic 1050W Snow
Mouse Roccat Tyon White
Keyboard Ducky Shine 6
Software Windows 10 x64 Pro
#24
that board seems legit.
 

qubit

Overclocked quantum bit
Joined
Dec 6, 2007
Messages
14,554 (3.97/day)
Likes
8,061
Location
Quantum Well UK
System Name Quantumville™
Processor Intel Core i7-2700K at stock (hits 5 gees+ easily)
Motherboard Asus P8Z68-V PRO/GEN3
Cooling Noctua NH-D14
Memory 16GB (4 x 4GB Corsair Vengeance DDR3 PC3-12800 C9 1600MHz)
Video Card(s) Zotac GTX 1080 AMP! Extreme Edition
Storage Samsung 850 Pro 256GB | WD Green 4TB
Display(s) BenQ XL2720Z | Asus VG278HE (both 27", 144Hz, 3D Vision 2, 1080p)
Case Cooler Master HAF 922
Audio Device(s) Creative Sound Blaster X-Fi Fatal1ty PCIe
Power Supply Corsair HX 850W v1
Software Windows 10 Pro 64-bit
#25
This looks more like someone sabotaged that board than anything else. I see both good and bad customer service stories about them, so I think to some extent it must depend on pot luck and which country you live in.
 
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