ASUS RMA = The worse RMA ever

[WonderingSoul]

As some of your know in my last thread I got burned my ASUS RMA... I get my board back and I open it up today only to see this:

http://img.photobucket.com/albums/v211/gschmell/DSC00567.jpg

THERE'S NO DAMN PWMIC HEATSINK ON THIS ONE! Luckily I had some old OCZ sinks sitting around that I could throw on them... Somehow I get a whole new replacement board and no PWMIC heatsink? WTF.

I left a steaming mad message for ASUS RMA Dept... I will call back when they open at 12 est to give them some some serious business (and not the good kind). I am demanding a replacement to be sent to me overnight. This is just stupid. I am writing a formal complaint and sending it to them and possibly the better business burea.

[Shelnutt2]

At least your board works.

I got my back from RMA, and the damn thing took out my PSU not even 5 minutes after I had it running. Board died and PSU fried. Called ASUS up and they told me I had to talk to tech support before I could get another RMA.. I emailed tech support and they said I had to call in. Talk about pushing me around..

[WonderingSoul]

I still don't know if it works yet. I am too busy writing my letter to ASUS to even care about the damn computer right now.

[MRD]

Asus treats their customers like crap. They have about the worst customer service of any of the reasonably high quality brands out there. You can get better customer service out of the back of a truck in nyc.

[Randyman...]

I have RMA'd 2 Asus boards thus far - a P4C and a P4P. I guess I got lucky as both RMA's worked fine, and were returned to me in a very reasonable timeframe... The P4P actually had heatsinks still glued to the Mosfet's and was on the last few months of the 3-Year warranty when I RMA'd it. No problems...

Some good, some bad. Take em' both and you've got the Facts of Asus :p

:cool:

[Oc1Kenube]

This is my rma process so far not impressed:

I bought this item from ebay and i can now not reach the seller, hence me contacting asus directly.

I require an RMA number so that i may return this faulty board and do not believe i need to have this board checked as i am a pc enthusiast and have already identified the problem which i have previously stated in the previous email. My board is covered by a 3yr manufacturers warranty which i expect is fulfilled and would appreciate your compliance in this matter.

I have been a loyal ASUS customer for the past 5 years and hope that this may not be compromised by being passed from 1 person to another which from reading several reviews of the ASUS rma process appears to sometimes be the case, if compliance is not forthcoming i will contact trading standards without hesitation.

If you would like to discuss this matter further you can call me on XXXXXXXXXXXXXXX
Regards

Kevin Bragg

---------- Original Message ----------
From:ASUS TSD
To:kevinbragg@btinternet.com
Date:2007-06-18 15:41:03

Dear sir/madam,

Thank you for contacting ASUS Customer Service.
My name is Penny. It's my pleasure to help you with your problem.

Please contact your dealer and let him test P5W DH Deluxe for you. If the problem still exists, please let him send the motherboard to ASUS RMA, we will test it and help you to resolve the problem. Sorry for any inconvenience.

If you have any problem, please refer FAQ(Frequently Asked Questions) or contact us again. We will try our best to help you.
http://support.asus.com/faq/faq.aspx?SLanguage=en-us

Sincerely,

Penny
ASUS Customer Service Center(China)




---------- Original Message ----------
From : kevinbragg@btinternet.com
Sent : 2007-6-18 3:41:50
To : "tsd@asus.com.tw"
Subject : <TSD> Motherboard P5W DH Deluxe


[Problem Description]
2 ram slots no longer function on the motherboard.

I have tried all of the sticks of ram in various slots and also in a seperate motherboard to eliminate the
possibility of the ram sticks being the problem and as a result i can definately state that the ram itself is
100% working. I have ran automatic memory timings and voltaghes and also ran manual setting and
manual voltages as stated by their respective manufacturers setting.

I now require an RMA number to return the motherboard to enable me to return the board for an
exchange

Looking forward to a speedy reply

Kind regards

Kevin Bragg

[Mrr.guy]

Sorry but im new. Was just wondering what a pwmic was?
Are those the things you have the three grey heatsinks on?

[Gautam]

Hmm...I've done several RMA's through Asus and they were always completely painless. In fact, I once did an advance RMA in which they never even took a deposit. The motherboards I got back were brand new in box. I've never been told to contact tech support nor was I ever given any hassle whatsoever.

Perhaps it depends on who you talk to? I see Oc1Kenube is in contact with someone from China, which could be a problem. Their site is hard to navigate, but I always call 510-739-3777, found on this (http://usa.asus.com/aboutasus.aspx?show=3) page.

[eaglescouter]

Hmm...I've done several RMA's through Asus and they were always completely painless. In fact, I once did an advance RMA in which they never even took a deposit. The motherboards I got back were brand new in box. I've never been told to contact tech support nor was I ever given any hassle whatsoever.

Perhaps it depends on who you talk to? I see Oc1Kenube is in contact with someone from China, which could be a problem. Their site is hard to navigate, but I always call 510-739-3777, found on this (http://usa.asus.com/aboutasus.aspx?show=3) page.

My Asus RMA's were thru the same telephone number that Gautam provided. They were painless, but I did take photos of the motherboard so I could prove it was undamaged when shipped. I then shipped using the box in a box method with both boxes containing real foam blocks to prevent movement.

The ASUS RMA will not help you if the board is damaged (warped or corner chipped in shipping).

Step one: Call the California number.
Step two: Be very nice, after all you as asking them to help you.
Step three: Follow their instructions.

The responsiveness of many customer service representatives is inversely proportional to your temper. (you=not nice:them=not helpfull)

[Oc1Kenube]

Hmm...I've done several RMA's through Asus and they were always completely painless. In fact, I once did an advance RMA in which they never even took a deposit. The motherboards I got back were brand new in box. I've never been told to contact tech support nor was I ever given any hassle whatsoever.

Perhaps it depends on who you talk to? I see Oc1Kenube is in contact with someone from China, which could be a problem. Their site is hard to navigate, but I always call 510-739-3777, found on this (http://usa.asus.com/aboutasus.aspx?show=3) page.

I live in the uk and after phoning tech support to arrange rma i was sent out a form (email) to complete from the international website. As there is no uk only site, just a united kingdom sub site, i have no choice with whom i end up speaking too. I will be back on the phone wednesday morning if i receive no further satisfactory informatio demanding that i speak to a uk rep with the power to issue an rma number, using trading standards threats a plenty :O)

Im so ****ed off as i really wanted to like asus, but i have been totally underwhelmed with this board and the company as a whole from day 1 of this purchase. Considering i paid £150 for it with a 3yr manufacturers warranty i now find myself in a position where i may never buy asus again.

Ps. as for step 2 i was nice in my first email the second was pleasent and the third will be a big **** you to them if i feel im getting nowhere. I,we, pay for the products which in turn pay there wages, so in fact we are doing them a favour.

[WonderingSoul]

I've always been very nice and remained calm even the second time it happened.

Now today when I called someone named "Jeremy" for their 3rd time RMA dept. I called him six times and left three messages over the course of five hours. No response yet from him.

[imposter]

I was talking to ASus tech support. All there RMA's are Referbed boards so you are not getting a "new" one. That is why they recommend to RMA with retailer before you do it through asus.

[WonderingSoul]

I never expected a new one. But after THREE boards this is inexusable. I want a new board. So I know the damn thing will work (assuming it is not DOA)

[imposter]

That happened with me and Epox. Each board died every month. I paid 63 dollars for a new board and got done with the company.

[Gautam]

I was talking to ASus tech support. All there RMA's are Referbed boards so you are not getting a "new" one. That is why they recommend to RMA with retailer before you do it through asus.
This can't be right. I've RMAed two mobos through them. Both were 100% fresh NIB and sealed. All labels and stickers on them remained. They were obviously new, and the revision was extremely recent as well. It wasn't a mock-up job, I've got the eye to tell.

Ironically a friend of mine RMAed through eWiz.com for the same board, and he ended up getting a refurbished one, with some stickers removed and obvious use, and no retail box.

The RMA department I contact is completely separate from tech support. IMHO you want to skip those guys completely.

[imposter]

yes something can be Sealed and refurbished. New would be retail box and everything.

[Gautam]

These were retail boxes. They were brand spanking new, even smelled it, lol.

[imposter]

Well hey, im just saying what the Asus rep told me. don't look at me =P.

[WonderingSoul]

Nope. Both my boards were refurbs. I can tell by

1: the io ports in the back were clearly used
2: there was DUST still on the board
3. the atx mounts had abbrasion marks from where they were screwed in

[eaglescouter]

They are obligated to give you working, same or better model. New is not a requirement that you should expect.

Fully functional however is a reasonable expectation.

[Gautam]

Nope. Both my boards were refurbs. I can tell by

1: the io ports in the back were clearly used
2: there was DUST still on the board
3. the atx mounts had abbrasion marks from where they were screwed in
The boards I've received had none of this. Did you deal with the people from the same Cali number I listed?

[WonderingSoul]

The boards I've received had none of this. Did you deal with the people from the same Cali number I listed?

Yup, they are the ones I've talked to each time.

I called "Jeremy" again and left ANOTHER message (four now in the last 20 hours) and still no call back. If I don't get a call sometime today before I get home from work, I'm going to call RMA dept and talk with their manager. If they don't want to connect me to their manager, I'll mention BBB and possible legal action.

This whole build is for a "customer" (my girlfriend, but her parents commisioned the build) so it's not only me they are peeving off, it's four other people.

[WonderingSoul]

Update:

I never got a hold of "Jeremy". I called their regular RMA dept and got patched to someone named "Megan". She couldn't do anything for me but email Jeremy and told me to wait for a phone call.

I am about to call it quits with these jackholes and take the mobo to the freaking target range.... :mad:

[imposter]

Get another motherboard for now, and then once you get this one back sell it somewhere. (ebay preferred =P ) don't leave the burden on other people here =P.

[Recursion]

It took me 11 rma's to get a working mobo from asus., They are awsome

lol

[Neuromancer]

AFAIK Ebay items are not eligible for RMA.

That was teh reason I bought an XFX video card, because it had the "double lifetime warranty" meaning, if I sell the item, It is still under warranty.

[imposter]

Im not saying get a motherboard from EBay and RMA It. I said, get a new motherboard (any retailer) then once you get your current motherboard successfully RMA'ed i suggest you sell it on ebay.

[ryanmartini]

dont give up. this is what they want. hell, sit down with a beer or two and tell those asshats that you demand a working product that you paid for.

[Neuromancer]

Im not saying get a motherboard from EBay and RMA It. I said, get a new motherboard (any retailer) then once you get your current motherboard successfully RMA'ed i suggest you sell it on ebay.

no man i wasnt talking to you

obvioulsy that is fine

im talking about this post

This is my rma process so far not impressed:

I bought this item from ebay and i can now not reach the seller, hence me contacting asus directly.

I require an RMA number
.... editted for brevity

What this person tried to do was wrong.

[WonderingSoul]

Update #2:

I FINALLY got my call back from Jeremy; here is the low down.

I am getting a 100% assured working A8N32-SLI Deluxe mobo and they are paying for my shipping. I still have no forgiven them for this catastrophy. But I am now sleeping easier knowing I got what I wanted from them.

[Oc1Kenube]

AFAIK Ebay items are not eligible for RMA.

That was teh reason I bought an XFX video card, because it had the "double lifetime warranty" meaning, if I sell the item, It is still under warranty.

Erm yes they are, 3 year manufacturers warranty to be obliged regardless of origin of purchase.

Why would it matter where i bought my board, it is an asus product that is less than 3 years old?

As a matter of fact i rma'd 2 sets of ballistix to crucial that i specifically told them i had bought off ebay.

[Oc1Kenube]

no man i wasnt talking to you

obvioulsy that is fine

im talking about this post



What this person tried to do was wrong.

Starting the whole process of do this do that speak to this person etc, i wrote to the manufacturer asking for an rma number they didnt oblige.

[WonderingSoul]

This is true. Lifetime warranty means LIFETIME of the part AFAIK. I have a pair of Patriot XBLK's that are still under warranty and I am the third owner.

Anyway, I am happy now this is taken care of... Still three days to get back to me is a little rediculous.

[Oc1Kenube]

Glad you have got sorted out mate, i have just received this useful email.

Ok, I will pass your case to our UK colleague to help you ASAP! Do not worry!
Thank you for using ASUS products.

Sincerely

Maggie_qian
ASUS Customer Service Center (Shanghai , China)

Geez. you think they might have just passed it on to the uk department immediately on recognition of me stating i was in the uk on the silly rma request form????