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Asus vs AsRock RMA experience

post #1 of 29
Thread Starter 
OK..so..i had 2 dead motherboards..and decided to RMA them on the same day.Board #1 is an Asus m4a89gtd-pro.Board #2 was an Asrock Z68 pro3-m

start rma procedure...

1 phone call to Asus..one email..ready to go within an hour..

AsRock..6 days worth of emailing..

with things like this..

Dear customer,



After checking the emails, we didn’t find your reply with completed RMA form and pictures of invoice.



Could you reply this email with the RMA form and invoice, please?



Thanks for your time!



Best regards,

ASRock RMA


more..
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Dear customer,

We do apologize for any inconvenience this may have caused.

If you want RMA service directly with us, please reply by email with your filled-out RMA request form (check attached form) and a copy of original invoice (We prefer PDF or JPG format) to prove your purchase and warranty. Once your request is accepted, we will send the form back with RMA NUMBER and shipping instruction. (Any returned product without a valid RMA number or without RMA number will be refused and returned to the sender.)



Please carefully read the notes below:

Note 1: RMA request with missing or incorrect serial number(s) may result in a delayed process or a rejection of request. The serial number was printed on the yellow sticker at the motherboard as well as the motherboard box. The serial number of NetTop usually was posted on the flank side of gift box or shown on the right upper place of the NetTop back side. For more detail regarding SERIAL NUMBER FINDING, please go to ASRock website: http://www.asrock.com/support/index.asp?cat=FindSN

Note 2: Products with physical damage, BENT PINS on motherboard, out of warranty, purchased as "open box" item or without a valid invoice, ASRock will charge $50 labor & service fee* and provide 3 months warranty for above replaced motherboard.



* Canada customers need to indicate the check or money order will be paid in U.S dollar.





***ASRock America Inc. will be closed for Christmas and New Year’s holidays from December 24, 2011 to January 1, 2012. During this period, we won’t process any RMA service. If you request RMA #, we highly recommend you to submit all RMA documents (including completed RMA form & invoice) before Dec. 22, 2011, so that we could issue the RMA # before December 23 to avoid the holiday delay. Please note we won’t issue RMA # if we receive all required documents (including completed RMA form & invoice) after 12 PM (Pacific Time) Dec. 23, 2011 until January 2 2012***


and more...

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
After we checked the RMA record, we found that we had issued the RMA # for you. It’s ******



We sent it to ********@*******.com.



Best regards,

ASRock RMA

Need more support:

http://www.asrock.com/support/index.asp



On Tue, Dec 6, 2011 at 6:32 PM, User wrote:

Dear customer,



After checking the emails, we didn’t find your reply with completed RMA form and pictures of invoice.



Could you reply this email with the RMA form and invoice, please?



Thanks for your time!



Best regards,

ASRock RMA

Need more support:

http://www.asrock.com/support/index.asp

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
i got this in email yesterday

Dear customer,



We received your motherboard today, but we found there were lots of bent pins in the CPU socket. Please see the attached pictures. They were bent by mishandling. Therefore, your motherboard’s warranty has been voided.



As we stated in the prior email, if you want to RMA the motherboard has bent pins, we will charge $50 service fee to replace the motherboard.



If you decide to RMA it, please reply our email and we will email you how to pay for that.



Best regards,

ASRock RMA

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

and.. received a working M4a89gtd-pro today


Hope this helps someone in deciding what brand of Motherboard to purchase
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post #2 of 29
The premium on some components really shows when it comes to customer service.
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post #3 of 29
Thread Starter 
Quote:
Originally Posted by DuckieHo View Post

The premium on some components really shows when it comes to customer service.

amen to that thumb.gif
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post #4 of 29
How did the pins get broken?
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post #5 of 29
Thread Starter 
515
Quote:
Originally Posted by james_ant View Post

How did the pins get broken?

it sat around for a couple months after it fried..they weren't broken..there was a whole row of burnt ones..due to vrm failure
Edited by Schmuckley - 12/27/11 at 9:11am
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post #6 of 29
I find it strange that there's such a difference in ASRock service between North America and Australia. I had a friend RMA a P67 Extreme 4 and there were no problems (he did go through a retailer though, but they would have had to deal with the ASRock distributor still). Also they have 3 years warranty here and apparently only 1 year in North America kookoo.gif
post #7 of 29
I guess it depends on where you are. I've had tough times with Asus RMA here in the UK.
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post #8 of 29
Thread Starter 
in u.s. asrock was terribad..IMO..asus/biostar..make a phone call..give them serial #..done..asrock=hemhaw..jump through hoops=denied ..i'm not impressed..a) their product failed b) they didn't back it
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post #9 of 29
Quote:
Originally Posted by Schmuckley View Post

in u.s. asrock was terribad..IMO..asus/biostar..make a phone call..give them serial #..done..asrock=hemhaw..jump through hoops=denied ..i'm not impressed..a) their product failed b) they didn't back it

I've had a few Asrock mobo's, luckily I've not had to RAM a single one lol If I do I'll be sure to let you know how it turns out here in the UK. thumb.gif
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post #10 of 29
Why is that the company always says that you bent the pin when you didn't. I know some people who document via video and photos prior to shipping to back for RMA and the still send the motherboard back with bent pins. Are they sabotaging the board?
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