- Joined
- Dec 14, 2010
So, I'd say about a week and-a-half ago I call up Asus' technical support line to request an RMA on a motherboard I am fairly certain is still under warranty. The conversation goes smoothly, and the support technician informs me that my motherboard is indeed still within the warranty period. I explain the problems, request an RMA, they say that I can send it in for repairs since it's under warranty and they will need 10-14 days to diagnose and/or repair the motherboad. I have no big problem with this, since the board hasn't been working properly for months anyway and as it is not my main system having it out of my hands for up to two weeks isn't a major inconvenience to me.
I receive my RMA number and various information about the RMA process via email, and ship the board out the next week since IIRC I requested the RMA on a Friday and didn't have enough time to ship it out that day.
Yesterday, almost exactly one week after I shipped the board out, it arrives back at my doorstep. So, of the 10-14 days Asus was supposed to have it in their possession for diagnostics and repairs they actually had it in their possession for around 5-6.
My first thought was to then check the status of my RMA on their website, since I was wondering what they fixed and/or what was causing the problem. So, I go there, put in my RMA no., and guess what, no information whatsoever. They didn't even acknowledge that my board was received by their facility, and yet here it is back at my doorstep. Call up the Asus support number again to see if I can get verification on what, if anything, was fixed. Phone rings, they put me on hold for 15-20 minutes while I wait on the next available technician, and they force me to listen to the latest spiel from their marketing department about how great their products are. Finally, as I'm about ready to hang up and call back someone answers the phone, and I ask them what the status is on my RMA and give them my RMA number *sounds of keys clicking on a keyboard heard in the background* and he replies "we have not yet received your motherboard." To which my retort is, I already shipped it out and it just came back to me with your company's return address on it. So, what was fixed?," I ask. Technician replies back, "I don't show any records for your RMA stating what was done. Are you sure you sent it out?" Me-"Yes, I have the receipt with the tracking number right here in front of me." Technician-"What was the tracking number, I'll look it up to see if we received it?" So, I give him the number, he confirms they received it, and says there's nothing else he can do unless there is a problem with it. I ended up looking in the box, and sure enough it's the same exact motherboard I sent out, looking the same as when it left, though there are noticeably more fingerprints on the backside of it now.
Today I tested it, and guess what, same old song and dance. It's doing exactly the same messed up junk it did when I sent it out, the LAN port doesn't work and can't identify or connect to a network and the BIOS clears its settings every time I turn off and/or unplug the computer. Seems like they kept it for 5-6 days, did nothing with it, and then just sent the same broken motherboard back to me.
At least the folks they have answering the phones are nice and polite though, that's the one saving grace.
Now I'm told I have to request another RMA on a product that wasn't fixed (or perhaps even looked at) the first time. Frankly, I hope they just replace it rather than fixing it, since given that it's spent more of it's time broken than it has in working order odds are good that even if they repair it I'll probably end up having to send it in for repairs again at some point. As long as the replacement is of equal or greater value I don't care what it is so long as it has similar features to the one I have now and is compatible with my CPU and other components.
I receive my RMA number and various information about the RMA process via email, and ship the board out the next week since IIRC I requested the RMA on a Friday and didn't have enough time to ship it out that day.
Yesterday, almost exactly one week after I shipped the board out, it arrives back at my doorstep. So, of the 10-14 days Asus was supposed to have it in their possession for diagnostics and repairs they actually had it in their possession for around 5-6.
My first thought was to then check the status of my RMA on their website, since I was wondering what they fixed and/or what was causing the problem. So, I go there, put in my RMA no., and guess what, no information whatsoever. They didn't even acknowledge that my board was received by their facility, and yet here it is back at my doorstep. Call up the Asus support number again to see if I can get verification on what, if anything, was fixed. Phone rings, they put me on hold for 15-20 minutes while I wait on the next available technician, and they force me to listen to the latest spiel from their marketing department about how great their products are. Finally, as I'm about ready to hang up and call back someone answers the phone, and I ask them what the status is on my RMA and give them my RMA number *sounds of keys clicking on a keyboard heard in the background* and he replies "we have not yet received your motherboard." To which my retort is, I already shipped it out and it just came back to me with your company's return address on it. So, what was fixed?," I ask. Technician replies back, "I don't show any records for your RMA stating what was done. Are you sure you sent it out?" Me-"Yes, I have the receipt with the tracking number right here in front of me." Technician-"What was the tracking number, I'll look it up to see if we received it?" So, I give him the number, he confirms they received it, and says there's nothing else he can do unless there is a problem with it. I ended up looking in the box, and sure enough it's the same exact motherboard I sent out, looking the same as when it left, though there are noticeably more fingerprints on the backside of it now.
Today I tested it, and guess what, same old song and dance. It's doing exactly the same messed up junk it did when I sent it out, the LAN port doesn't work and can't identify or connect to a network and the BIOS clears its settings every time I turn off and/or unplug the computer. Seems like they kept it for 5-6 days, did nothing with it, and then just sent the same broken motherboard back to me.
At least the folks they have answering the phones are nice and polite though, that's the one saving grace.
Now I'm told I have to request another RMA on a product that wasn't fixed (or perhaps even looked at) the first time. Frankly, I hope they just replace it rather than fixing it, since given that it's spent more of it's time broken than it has in working order odds are good that even if they repair it I'll probably end up having to send it in for repairs again at some point. As long as the replacement is of equal or greater value I don't care what it is so long as it has similar features to the one I have now and is compatible with my CPU and other components.
Talk about deja-vu'. A shame a great motherboard company such as Asus is pulling this stunt.
I used this link 
