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Terrible ASUS RMA service

post #1 of 25
Thread Starter 
I purchased a HD6870 from Newegg a few weeks ago that had bad temp sensors and fan controller. No biggy, the card worked just fine. I called ASUS, got an RMA number, followed all the steps, and am waiting. I sent it in last Monday, and it shows it was received (per USPS) on Wednesday. ASUS has this nifty little link on its site to shows you the status of your RMA. Pretty cool if you ask me.

So, I check the status on Thursday-shows they havent recieved. I called and got to the RMA clerk, he stated that their were no technicians available and that I would have to call back an hour later. I did that, same answer; call back an hour later (but... an hour later they would be closed...). Checked the link Friday, still shows they havent received. Called them again-this time, the person who answered the phone didnt say anything but "call back in 2 hours as we are backed up" and hung up. At this time, I am very frustrated. I just spent money on a card, that had issues, and cant get an answer as to why Asus hasnt "received" it when USPS shows it was delivered to the address.

Finally-today, I check the website again-same thing-still hasn't been received. I call one more time-get another person on the phone-took my name and number, said call back in two hours and hung up on me again.

I work in the technical support field and if I were to do this... I wouldn't have a job. My main concern right now is finding out where my card is. My second concern, is being treated like this. I use ASUS products in both my rigs, and am really considering selling all of it (even though it is very good product) just because of this one RMA issue.


Anyone have any advice or what to do next? I am fuming right now.


/end rant.
post #2 of 25
They have the advance RMA right?
ケンジ
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ケンジ
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post #3 of 25
Thread Starter 
They said they couldnt do it for my card for some reason.
post #4 of 25
I've had nothing but positive dealings with ASUS for any questions I have or the RMA I had to put my laptop through.

Maybe shoot them an email instead of calling if they're that backlogged or busy.
    
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post #5 of 25
Why didnt you just send it back to newegg?
   
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post #6 of 25
Thread Starter 
Because itworked and it was an open box purchase... they would just refund me the money, not exchange
post #7 of 25
Quote:
Originally Posted by Derek1387 View Post
Because itworked and it was an open box purchase... they would just refund me the money, not exchange
They sent me back my motherboard bent and damaged. I had to complain before they let me do an advanced RMA. The first level ASUS reps are horrible and I think they're outsourced. The people I spoke to for the advanced RMA knew perfect English and were MUCH friendlier.

I haven't seen many good open box deals on HD6870. I think you might have been better off buying it New. A bunch of deals for the 6870 popped up last month. They might pop up again soon or in November when the new cards release.

Last month there was a deal like this for a Gigabyte Radeon HD6870 + Totalwar: Shogun 2 + Deux Ex for $146 AR.

I suggest keep waiting for at least a few more days OR find a way to talk to a higher level of ASUS customer service.
    
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post #8 of 25
Thread Starter 
I actually bought two of the Asus HD6870's for $114.99 a piece shipped... they both work fine, just one of them had bad temp sensors and a bad fan controller... 100% fan at all times.
post #9 of 25
Yeah I'm afraid ASUS RMA is the same as the UK's one. I sent my HD 6950 DCU II. It was crashing under 3D load and couldn't overclock it (pc was freezing all the time). I sent through retailer on 22nd September, they recieved on 27th. It's been about a month and I'm still waiting =_= ... Waiting to be exactly a month so I can get a replacement/refund to make my investment for HD 7xxx series but still I do like the HD 6950
post #10 of 25
Call their customer-care direct line instead:

510-818-4877

ASUS USA customer-care team consists of the following memebers:

Channel (boss)
Eric
Trinity
Aaron
Martin

They are all good people, but they don't really follow up with you at all or return calls all to well so you have to stay on top of them. I had an issue that took seven months to finally get to an end resolution that satisfied me but that was complicated by the hardware being released.
   
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Intel Core i7 5960X ASUS RAMPAGE V EXTREME/U3.1 MSI R9 290X LIGHTNING MSI R9 290X LIGHTNING 
GraphicsRAMHard DriveHard Drive
MSI R9 290X LIGHTNING Kingston HyperX Predator 16GB (4 x 4GB) DDR4 2666 Intel 400GB 750 Series NVMe PCIe (OS drive) Samsung 840 Pro Series 256GB (2 in RAID 0) 
Hard DriveOptical DriveOptical DriveCooling
Seagate Barracuda 3TB 7200RPM SATA3 64MB LG Super Multi Blu-ray Disc and HD DVD-ROM Drive LG GH24NS90B 24X SATA Internal Super Multi DVD ... CPU Cooler [Summer-Time] = Watercool HEATKILLER... 
CoolingCoolingCoolingCooling
CPU Cooler [Winter-Time] = Custom 300W ss phase... Hardware Labs Black Ice GTX 480 Radiator (4 x 1... Feser X-Changer Triple (3 x 120mm) Swiftech MCP655 (x2) 
CoolingCoolingCoolingCooling
Koolance RP-452X2 Dual 5.25" Reservoir EK MSI R9 290X Lightning - Full Cover VGA Water... EK MSI R9 290X Lightning - Full Cover VGA Water... EK MSI R9 290X Lightning - Full Cover VGA Water... 
OSMonitorKeyboardPower
Windows 10 Pro x64 (3) ASUS VG248QE 24-Inch Screen LED-lit Monitor Ducky Mini PC Power & Cooling Turbo-Cool 1200 
CaseMouseMouse PadAudio
Xigmatek Elysium [Black w/ Window] Razer Naga Hex MOBA Perixx DX-2000XXL Boston Acoustics MicroMediaSpeaker System 
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Sennheiser PC 363D EVGA Supernova 1300G2 - 1300W PSU (second PSU) 
CPUMotherboardGraphicsRAM
Intel Core i7 3930k RAMPAGE IV EXTREME ASUS GTX 590 Samsung 30nm 4 x 4GB sticks 
Hard DriveHard DriveHard DriveOptical Drive
SAMSUNG 850 EVO 250GB 1TB WD Green 300GB WD Velociraptor (4 in RAID 0) LG GH24NS90B 24X SATA Internal Super Multi DVD ... 
Optical DriveCoolingOSMonitor
LG GH24NS90B 24X SATA Internal Super Multi DVD ... Corsair H110i GT Windows 10 Pro x64 LG 24" Flatron 
KeyboardPowerCaseMouse
Ducky Shine II - w/ Brown Cherry MX w/ English ... Corsair TX650 Nanoxia Deep Silence 2 RAZER DeathAdder 
Mouse PadAudioAudio
X Trac Ripper HT| OMEGA eCLARO  TRITTON AX Pro Dolby Digital 5.1 True Surround ... 
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