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ASUS RMA process and service issues

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New Member
Mar 6, 2018
I thought I should share this little adventure of mine with ASUS here.

I consider myself a loyal ASUS customer since for the last 5 years I must have built close to 10 high-end PCs using ASUS motherboards (most of them ROG) mainly for processing intensive applications (with moderate/high overclocking).

Some of the PCs were built for private use but most of them for the companies I work for. By profession, I design/test ASICs and FPGAs. My base originally used to be UK but a couple of years ago I decided to move with my family in US.

Over half a year ago, one of PCs (using an ASUS X-99 Pro motherboard) that was built for private use started crashing intermittently (indicating some error q-codes) and a few months back it stopped booting completely, indicating q-code "00". When I managed to find some time, I tried to debug the problem only to establish that it was motherboard related.

At that point, I got in touch with ASUS and via their electronic system I gave a description of the problem, the debugging method that I followed and all the necessary information requested by their system (like Model description, serial number etc) in order to request for an RMA (Return Merchant Authorization) under the warranty.

A couple of days later I received the RMA number/approval and instructions on providing a similar documentation (e.g. serial no, debugging method followed) along with instructions on how to pack and send the motherboard back to ASUS.

After disassembling the PC to remove the motherboard and following the RMA instructions, packaging and mailing the motherboard at my own cost, the motherboard was shipped to ASUS.

About two weeks later I received an email from ASUS indicating the following:

1) That the motherboard was sold outside US (something that was established based on the serial number that was obviously known before authorizing RMA). Based on that it was not covered under ASUS US warranty!

2) If I wanted for the motherboard to be repaired, I had to pay approximately $300 (note that the cost of the motherboard as new is about $300). The breakdown of the cost was $10 for a shipping charge, $120 because it was out of warranty and also another $150 (plus tax) because they would have to ship components internationally for the repairs !

At that point I followed a dispute process, indicating to them of the inconvenience for having me disassembling the PC and posting the motherboard (at my own cost) when they shouldn't really assign an RMA number and provide instructions to me if they were not intending to repair the motherboard under the warranty. Had I known that the motherboard was not covered under the warranty, as they should have informed me, I would have thrown it away - most likely and bought a ROG strix X99 or RAMPAGE V ed 10 without having go through the inconvenience and cost of packing and posting, as well as waiting for two weeks for getting a reply from them.

Also, I did point to them (several times) that this same motherboard is also sold in US and there should be no necessity to order parts internationally. I do not appreciate it when people try to overcharge me, simply because they think that they can.

During the dispute process and with other communication, I explained several times that I am a loyal customer but also pointed that I do value my time and money, and I am not willing to waste it in misleading/non-working RMA processes. Perhaps I was expecting ASUS a lot from ASUS, but I did give them the benefit of a doubt. I also informed them of my intentions to make this public to motherboard related forums.

In their response, they did close the dispute process, indicating that if I want to escalate this I need to speak to CID (Customer Induced Damage) or OOW (Out Of Warranty) departments and at the same time shipped the board back to me un-repaired (closing the initial communication thread). Needless to say, those two departments have nothing to do with my case.

In my opinion a company that cares about its customers should try and make sure that their repair department is not trying to overcharge the customers (e.g. components that need to be ordered internationally for motherboards that are also sold in the US market). But more important, a company that cares about its customers (especially when they have paid thousands of dollars in its products), should try to accommodate for the inconvenience and the expenses that they cause to their customers. Under the circumstances, I would expect nothing less from ASUS than honoring the RMA, either by getting in touch with ASUS Europe (if possible), or repairing it at the company's cost (if necessary).

So, as a customer, after paying thousands of dollars to buy ASUS motherboards, the only time that I needed their support, not only they didn't help but I also had to waste time and money on top, because of their mistakes.

I wish to other ASUS customer better luck if they have problems with their motherboards.
Just a note here and not trying to diminish your experience but that warranty policy is quite standard. As an example I can drive to the US and buy a vehicle, bring it home here to Canada, pay the duties/taxes etc. BUT if that vehicle breaks down I have to return to the US for sevice since US warranty isn't valid in Canada even though they are the exact same model sold on both sides of the border.

thanks for the answer, but my point is is not related with their refusal to repair my motherboard under the warranty. The problem is that when their RMA service by mistake assigned me with an RMA number and instructions of how to pack and sent the motherboard to them (e.g. after explaining debugging process, providing model number, serial number - in more than one ocasions). The end result was for me to have to dissasemble the PC, pay for the packaging and posting, and waiting for two weeks before they found their mistake that they shouldn't assign an RMA number for a motherboard that was not covered by them !!! When I asked if they were willing to do anything about this (e.g. compensate me for the costs) they replied that they wouldn't !!!

Furthermore overcharging for international order of components for something that exists in the US market (and they have to support it) and especially under the circumstances of the RMA is definetely not a right policy !

As I explained I have bought products worth thousands of dollars from ASUS over the last five years, but judging by ASUS US service and efficiency (e.g. I had to pay money from my pocket only to find out that they would not honor their RMA number, and I got an overcharged quote for repairs) I am not going to touch anything with that name in the future !
You would have to do that anyway (break it down and ship)... ;)

I mean mistakes happen. If I was you, I would request to have them ship it to whatever RMA would take care of it, not demand compensation. Why do people feel they need compensated for every mistake someone makes??
Not really, I wouldn't have to ship because of the p&p costs, it would have cost about half the price of a new motherboard to ship it to UK and back. Most likely I would have binned the motherboard. Also I wouldn't have to wait for 2+ weeks without a computer because of their mistaken RMA.

And you are right, mistakes do happen, I didn't blame them for that. But it is how a serious company react to those mistakes that it matters. As I mentioned in the original email they didn't try to accomodate for their mistake at all. Not by trying to get in touch with ASUS europe, not by offering me any compensation for my packaging and shipping costs. On the contrary, what I got instead, was a quote with overcharged components that were supposingly had to be ordered internationally :)

Also relative to what you mention that was suggested by me. I attach part of my previous post here:

Under the circumstances, I would expect nothing less from ASUS than honoring the RMA, either by getting in touch with ASUS Europe (if possible), or repairing it at the company's cost (if necessary).


In other words, when I realised that they were not willing to do anything for the inconvinience, I had to explain to them about my costs as well (from their mistake).
I never demanded compensation but obviously, I had to remind them about my costs.

To be abslolutely honest with you, obviously, it is not about the cost $20 of packaging and shipping, it is not about the 2-3 of hours in total required to go through the process of the RMA, (from start to finish, including the packaging/posting), it is not about presenting me with an overcharged quote with orders of international components for repairs (since they wouldn't honor their RMA), it is not that I have spent a few thousands of dollars over the last five years on their motherboard products alone, it is not that they didn't bother to get in touch with ASUS EU (since I had already paid about the costs for the RMA).

My grief is about the fact that when I needed them for the first time, not only I had to pay money from their mistakes, but they didn't give a damn about all the above together !

and this is why I am not going to get near any of their products again !
Fair enough... not a demand, but a not so gentle nudge you wanted compensation for your efforts. Add it to the many others screwed by [name of company here].

So, are you sticking around or soap boxing? Hopefully hte former. :)
Thats an interesting way of putting it :) I am not sure if we are on the same page with what I call compensation.

The company is clearly not willing to do anything for the inconvinience that has cause to me. In other words they are not willing to get in touch with ASUS EU or repair the motherboard under the RMA/warranty at their own cost. A serious company could have called it a gesture of good will, to cover for their mistake.

So with the understanding that ASUS can't care less for the inconvinience that causes to its customers by their mistakes, it wouldn't be realistic of me to ask for compensation for my "efforts" as you mention - it would fall on deaf ears. The compensation would be for the costs that incurred to me because of their mistake/incompetence (e.g. packaging and posting costs for following their RMA instructions only to find out that they would not honor the RMA because they didn't check the serial number before issueing it).

So after weeks of trying to resolve this with ASUS, dozens of times communicating "gently" :) with them, when they clearly are not interested to accomodate for their mistake, it was only fair I believe to explain things, exactly as they hapenned ...

Also, I believe it is important to inform people/potential buyers of the policies of different companies but I can only talk about ASUS here as all my motherboards for the last 10+ years (for private and company use) were ASUS, and this is the service I received from them...

As for me, thanks for asking, and I hope to stick around.
Not to rehash was has already been said but to give a little back ground on my problem. I've also been a fan and have RMAed several 990fx boards back for repair. < Could be why they hate me ...:rofl:

I purchased a ASUS x99-Deluxe/U3.1 from one of our members. He had RMAed it to ASUS because it displayed an error code of 00. Asus returned it "Fixed" (same board) and I bought it. I had it for ~ 2 weeks when I get the error code 00. I contact Asus Customer Support and tell them of my problem. I gave them all the information that they ask for, including my attempt to OC the CPU/Board. I sorry I'm Honest. I talked with Customer Support for 3 1/2 days before they move it to a RMA statues. During my talk with CS I was directed to follow Asus's OC guide to help me fix my problem (https://rog.asus.com/articles/overclocking/rog-overclocking-guide-core-for-5960x-5930k-5820k/).
I packed up the motherboard and sent it to Asus for repair on 09-18-2018. They had it for a week before I get notified by my Asus account, that it's out of warranty. The process started 09-08-2018 and was I was notified on 09-27-2018 that they would not fix it. If I wish to have it fixed, it will cost $225.00. I called BS as they should have told me this during the 3-4 days I talked with CS.
I don't hear anything back, Then BAM I receive a package from Asus RMA department on 10-10-2018.
It's a different board (S/N) from the one I submitted. The first thing I notice is that it's missing the white plastic I/O & Sound components cover. This is not to be confused with the back plate I/O shield, as this is classified as an accessory. I install ALL required components (thank you blay :thup:) to make the board work. The board is broken. I'm now extremely pissed and scream BS to Asus. They have sent me a broken and missing parts motherboard on purpose. During my 2 weeks of fighting with CS, I get informed that the replacement motherboard also has no warranty. If I wish to have it fixed, it will cost $225.00.
I contacted the CEO's Office at Asus and told them my problem. I also said that not informing me at the beginning that my board was OOW or CID was Bait & Switch.
I started my daily e-mail requests on 09-18-2018 for a RMA # on the broken replacement board I had received. I finally got a RMA # on 10-24-2018 from the CEO's office. I just received notice that my replacement motherboard (same S/N) has been shipped. I hope this time that it works :)
To Close my complaint here is what has happened :)

I was contacted by E-Mail by Ryan I. "Service Department for ASUS Office of the CEO". I was told that every ASUS RMA Repaired Motherboard that is returned back to the Customer "Is Covered By A 90 Day Warranty." He also apologized for any inconveniences this may have caused.
The day after I received this letter, I was notified by the RMA Dept that I had a package being sent to me. I received an almost New Board (had a small ding on 3 pins in the socket). It had the same S/N as the Busted Board the RMA Dept had sent to me earlier.