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Terrible ASUS RMA service - Page 2

post #11 of 25
I've had an RMA issue with them the last 2 times.

The first was with my ATI 5970, which they wanted to give me a singled 6970 to replace it. I refused and they said they were sending my card back, and I would have to submitt an RMA again... That was not going to happen. I was patient but firm, and finally got them to put a stock check out. I eventually got a NIB 5970.

Then friday last week I called and got the same recorded message about being busy (poor idea about having the recording of a technician saying they are busy and to call back in 2 hrs, then hanging up). This was for a recertified Rampage Formula motherboard that was DOA (the board was a mess and had a "Damaged" sticker on the SB heatsink). They wouldn't even talk to me because the SN I had on the board did not match their records. They told me that until I gave them a valid SN, they would not help. I tried to be firm but understanding, and they would just not help. In the end I had to return it to the place I bought it, which had no more boards in stock to replace it with.

It is sad to see because I've always liked their products. But if the support isn't there, then neither is my wallet.

I'm really sorry for your frustration. it is not cool at all when you send in the card, and get no updates from them. I suggest the next time you get through to someone, ask for a supervisor. They will have no option but to pass you on.
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post #12 of 25
Thread Starter 
I may do that tomorow. I am just so... in awe... of how terrible they can handle this kind of thing.
post #13 of 25
I've been trying to warn people of them. I've been going on with them for 10 months now with my Maximus III board. For some reason it didn't quality for the ROG RMA service, so each time it goes back it takes a month or two to come back.

First time they took it, sent it back, I got a new board. The board unfortunately was damaged, it came with bent pins. I sent it back and they wanted me to pay $150 to fix it, I threatened to go to the BBB, since it had arrived that way, it was not my fault.

They sent it back, half the pins were bent back, but poorly. It looks as if they tried to do it by hand or something, they were still kinda bent. I sent them another email.
They didn't get back to me for 3 months despite numerous attempts at contact through email and their facebook page(where they just deleted my comments).

Finally they got back to me and we set up an RMA. I was rather busy that month and forgot about it unfortunatly, the RMA number was expired once i got around to it. I tried getting in contact again, and no luck. I finally went to the BBB, ASUS never responded and they closed the case and told me they weren't going to help.
A month later ASUS contacted me through the closed case, I responded to them, and again I'm being ignored.

I'm never touching an ASUS product again, and I'm trying to upgrade my audio setup so I can ditch the ASUS sound card, I hate looking into my case and seeing the ASUS logo looking back at me.
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post #14 of 25
Thread Starter 
Great.... now i feel like i get to be a complete " ***hat" when i call in tomorrow. I wont put up with that.
post #15 of 25
Yup, similar story with my D2X when I had to RMA it. They just are full of space cadets. No one knows anything at all times.

Their products look good, perform well, but when the poop hits the fan they're no where in sight. Companies like Corsair and EVGA offer you an umbrella right before it hits the fan.

Yup, that's my metaphor for customer service. I'm not crazy.

Derek, hopefully it works out. Just remember, your attitude is your best weapon. Unleashing hell's fury will lead you no where. Be firm, calm, cool and collected. Try repeatedly, you will get through eventually. The phone is your best method of communication as well. It will get things done where emails fail
    
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post #16 of 25
Quote:
Originally Posted by Derek1387 View Post
Great.... now i feel like i get to be a complete " ***hat" when i call in tomorrow. I wont put up with that.
I think as long as you don't scream, and resort to name calling, you will get somewhere. When i called, I told them my 5970 was a dual card config, and did not compare to a single 6970. I asked them to please upchannel my concern. The tech told me their supervisor would call me within an hour. I waited exactly 24hrs and called back (never got a call) and then had a leg to stand on so to speak. if you catch them out in their lack of providing promised support, they tend to be more able to help. My 5970 issue went to the main RMA person for ASUS USA. They actually had shipped my card back without my consent (I refused to let them ship it back without a supervisor talking to me), and put in a stop shipment request, then promised to work with me at that point. then they called back and said they actually found a 5970 replacement, and had sent that, but failed to update me. The guy then told me he was willing to contact the head of the department because I was not a tool (not in those words). So my advice is, be firm, stand up for yourself, do not take "No" for an answer, and do not resort to petty name calling. You should get their cooperation.

Quote:
Originally Posted by Munkypoo7 View Post
Derek, hopefully it works out. Just remember, your attitude is your best weapon. Unleashing hell's fury will lead you no where. Be firm, calm, cool and collected. Try repeatedly, you will get through eventually. The phone is your best method of communication.
Exactly this!
Edited by ericeod - 10/24/11 at 4:02pm
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post #17 of 25
Thread Starter 
Yeah i hear ya. Im not a mean person, and i dont like calling people names, so thats not me regardless. I guess what i mean is i will not stop until I get it taken care of. I just am sad, bought two cards for BF3... and now im out till I get one back.
post #18 of 25
This should be in rants and raves section.

/thread

I've never had a problem with ASUS RMA.
 
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post #19 of 25
Quote:
Originally Posted by Derek1387 View Post
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.

my RMA went great, but my friend got the same exact treatment when he tried to RMA a motherboard. it's supposed to be eligible for advanced RMA but they would only offer him a regular RMA and kept telling him the call back in an hour and hanging up on him.
post #20 of 25
They offered me two 6870's to replace my two bad 5970's initially. I LOL'd at them and said no, that was not an option. As time went on they tried offering me all of their single GPU cards. I explained to them that I wasn't going to accept anything less than a "flag-ship" dual-GPU card. They told me that they weren't selling the 6990 in this region and that I would either have to go with another 5970 (they had sent me 3 bad cards out of 4) or GTX590's. My Crosshair IV Formula did not support SLi natively, so I told them that if they replaced my mobo with a CVF motherboard along with the GTX590's then we had a deal. They agreed but that was the end result and for the most part I am happy even though I am a AMD/ATi fanboy.

Oh, the first time they "replaced" my cards they sent me my original bad cards back. I called them back and asked what was up with that. They told me that they tested the cards and were able to reproduce the issue (two bad DVI ports), then they told me that they tested them and were not able to. That is when I called their customer care dept rather than their support dept. Eric had me send both of the cards directly to him and he then hand carried them both to a support tech and watched him test them to confirm that they were bad and replaced them, unfortunately, the cards that they sent me had DVI ports that worked but they would not play games at all, artifacts at stock clocks and crashed constantly. I finally had had enough with the "replacement" cards and told them I only wanted BNIB cards from then on out.

I remained polite with them most of the time but let them know I was indeed very frustrated. To get my point accross, I eventually called them every day to ask for a status and to keep them on top of things. This, I feel, is what got me to the end result after 7 months of waiting on them to do the right thing for their customer.
   
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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... 
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COOTER [HTPC]
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CPUMotherboardGraphicsGraphics
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... 
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Windows 10 Pro x64 (3) ASUS VG248QE 24-Inch Screen LED-lit Monitor Ducky Mini PC Power & Cooling Turbo-Cool 1200 
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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) 
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Intel Core i7 3930k RAMPAGE IV EXTREME ASUS GTX 590 Samsung 30nm 4 x 4GB sticks 
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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 ... 
CPUMotherboardGraphicsRAM
AMD A6-3650 ASUS F1A75-M-PRO R2.0 EVGA GeForce GTX 960 4GB Superclocked Samsung 30nm 2 x 4GB sticks 
Hard DriveHard DriveOptical DriveCooling
120GB Samsung 840 Western Digital Red 3TB SATA3 64MB Cache 3.5in ... LG Super Multi Blu-ray Disc and HD DVD-ROM Drive Cooler Master GeminII M4 - CPU Cooler 
CoolingOSMonitorKeyboard
Noctua NF-R8 80mm Fans Win7 SP1 64bit Visio 50" Plasma Logitech Mini Controller for Logitech Revue and... 
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