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This is why I won't be buying or recommending Asus products (in UK)

post #1 of 60
Thread Starter 
First and foremost, please excuse the typo's and any grammatical errors. This process took almost 6/7 months and roughly 100 emails or so to resolve. Here is just a glimpse of the conversation/s. Unfortunately due to the number of emails, I was unable to save them all, they somehow got lost in my inbox.

Anyway here we go:


Quote:
ME:
I was browsing the internet and all of a sudden I get a blue screen, I powered down the PC and now when I hit the power button the PC doesn't turn on. The motherboard light flashes for a brief second and then nothing.

Could you kindly contact me as soon as possible as I need my PC to be up and running for work purposes, at this moment in time I have no other alternatives.

Thank you

One last thing, the motherboard was sent to me by ASUS for a replacement of my B2 reversion. This is my third Asus motherboard that has either arrived DOA or got messed up for no reason at all.


ASUS:
Dear Valued Customer,

You can obtain RMA number through your reseller.
Please return the motherboard to your reseller so it can be sent in for repairs.

It is very unusual for 3 motherboards to fail in a short time period, I would suggest inspecting the rest of your hardware to make sure something else is not causing the problem. Most often in cases like that the powersupply could be a suspect.

Best Regards,

P*****
Technical Support Engineer


Quote:
ME:
It has happened on three different occasions using three different PC's, not the same one. The reseller in this case is Asus, my previous motherboard was bought from Microcenter and I had Asus send me a b3 replacement. I contacted Microcenter and they said to contact you, as the motherboard that I had originally purchased has been exchanged from ASUS and I'm no longer a customer of microcenter as I don't have the same product I bought from them. On that note I would request for Asus to comply as I feel that this certainly isn't good enough. I have purchased over 15 to 20 of the same motherboards in the last 6 months and 3 of them became defective.


ASUS:
Dear Valued Customer,

Thank you for contacting ASUS technical support.

As tech support we are unable to issue RMA. Only reseller have this ability and occasionally whole sale. If the motherboard was swapped it is still registered in ASUS system with both serial numbers.

Best Regards,

P*****
Technical Support Engineer


Quote:
ME:
I didn't expect that. As I said this motherboard that I have is from Asus not from the seller, therefore, seller won't help as they have said already. I will contact Asus by telephone. No need to reply back to this. Thank you


Quote:
ME: (new ticket)
Hello, I contacted Asus via the support link and was very disappointed with the reply; the tech support basically said that they can't do anything for me which I find very disappointing. I have been using Asus for the last 15 years and during those times I have not had a single problem with Asus, there are times that products don't work correctly or they arrive DOA, however Asus has always been helpful except in this instance. During the space of 10 month's I have ordered at least 30 motherboards from Asus from their 1155 socket, 17 of them were the P8P67 PRO, out of the 17, 1 was DOA and the other stopped working similar to mine. I build custom rigs for many people and recommend Asus products on a daily basis, I would probably say that the P8P67 PRO is the most popular 1155 mobo that you have and the one that probably gets the most revenue on that platform. As mentioned, I have been recommending Asus Products for a very long time and up until now the customer service has always been very good. Few days ago, my PC froze and I got a blue screen (BSOD) error 124, for no reason what so ever, I attempted to restart the PC but failed, I had to a hard reset via the power button. When I attempted to start the rig again, the motherboard flashes for a split second and then nothing happens. I replaced the PSU, CPU and RAM and gone through every trouble shooting method I can think of, but the motherboard seems to be dead. I believe the VRM's have probably fried. I contacted the reseller, but the reseller failed to help me. The reason as to why is because I no longer own the product in which I originally bought from them, the motherboard was swapped with a B3 via the swapping programme, so technically I am now a customer of Asus rather than the reseller. I cannot send the product back to the seller because Asus has the product that I bought from the seller, that and the obvious fact that the serial number is different. I would like to request an RMA for my product and implore you to get back to me as soon as possible. I would like to continue using Asus and my experience has been very good so far. Could you also provide me with the complaints email address please? In the near future I would like to purchase the Asus Maximus IV Extreme, but until this issue is sorted out I will have to put it on hold. I would appreciate a swift reply. Thank you for the time.


ASUS:
Dear Valued Customer,

I am very sorry for your troubles.
As tech support we are unable to generate an RMA number or direct you to an ASP. This is a job for a reseller. We keep close track of what was repaired, swapped, replaced. I fail to understand the attitude of your reseller. Perhaps it is time to switch resellers to one that actually looks out for the customer's best interest.

Unfortunatelly I am not able to consult my superiors in this matter as they are away on holliday untill 10/10/2011. If your issue is not resolved by then please contact us again and we will escalate the case further.

Never the less it has always been the case that it is the reseller's job to send components in for repair.

Attention! Please do not erease previous correspondence. Seeing full letter history helps to better diagnose the issue.


Quote:
ME:
I have sent over 3 emails in response to yours without receiving a single reply. Could you please explain what is going on ?

Here they are in order:

1st:
Hello

I understand what you're saying and indeed maybe it is a good time to find a new seller as the they have been very unhelpful, however, I don't wish to do the same with Asus. I have been a loyal customer to Asus for a very long time and wish to continue using your products; therefore I would like to escalate this as soon as possible. The seller has confirmed and iterated that there is nothing they can do without the original product that I purchased from them, as the product that I currently have at hand does not match with their records.

I am deeply disappointed with what has happened, however, I need this to be sorted out very soon as I need my PC up and running as soon as possible. Everything I have explained is in my previous email.

Thank you

2nd:
Prior to my previous message above, I have yet to receive a reply. So far things are not looking good. Could you please provide me with the complaint department's email address or better yet forward this email to them explaining the situation. It has been more than a week and I'm still without my pc or any closer to RMA’ing’ the defective one.
Please get back to me ASAP as I’m not really happy with what is currently going on.

3rd
Hello,

I'm getting extremely annoyed and so far you have not really helped me. I would like you to forward the entire conversation to management and complaints department.


ASUS:
Dear Valued Customer,

Thank you for contacting ASUS Customer Service.

Could you find your retailer? If yes, first try to have a further check with your vendor.
If they refuse you, please tell me the name of the retailer, then I will report this situation to our related department.
Best Regards,

S*****


Quote:
ME:
I have tried getting in touch with them; however, this is not the matter of vendor, but the manufacturer in which I have received my board from. I have been using Asus for the last 15 years and I'm appalled with the level of service I am getting. A simple RMA is taking over a month to sort out and I’m no closer to receiving a replacement or getting anywhere with these conversations. I have tried all the troubleshooting methods and failed, it is something that just won't work. This experience has really tainted my perception of Asus and I may look at other manufacturers in future.


ASUS:
Dear Valued Customer,

Thank you for contacting ASUS Customer Service.

Generally, if the retailer is still on business, he should provide 3 years warranty service for the motherboard base on the S/N.
Excepting the retailer is closed, our local department will handle it. So please help to double check with your retailer if he is still on. If it is due to motherboard faulty, he will send it to us through distributor for RMA. We will solve your problem as soon as possible.

Best Regards,

S****


Quote:
ME:
Hello

I have said countless times that the S/N does not match with retailer as the original board from the retailer is with Asus. The board in my possession is a replacement motherboard from the B2 to B3 swap. The retailer has said there is nothing that can be done without the original motherboard. I have done all that I can and this has caused me huge inconvenience to me. If this issue is not resolved soon then I will be forced to take some form of action. As I said, I continually recommend Asus products on a daily basis, this has certainly tainted my perceptions of Asus customer service. I do still believe that Asus can help and therefore implore you to quickly resolve this matter.

Thank you


ASUS:
Dear Valued Customer,

Thank you for contacting ASUS Customer Service.

Did the retailer or ASUS replace for your old motherboard?

Best Regards,

S*****


Quote:
ME:
Like I have already said countless times, Asus replaced it so now I’m a customer of Asus, and I no longer have 3 year warranty with reseller as I don’t have the original product. How many times do i actually have to repeat myself, I’m sorry I’m really frustrated and don’t mean to take it out on you. It just seems like we are not getting anywhere.
Asus replaced it not the retailer. I can show you proof of that if you wish. Could you please tell me how long this is going to take???


ASUS:
Dear Valued Customer,

This e-mail is being forwarded to appropriate person within ASUS UK who will help you with RMA process.

Attention! Please do not erease previous correspondence. Seeing full letter history helps to better diagnose the issue.

P********


Quote:
ME:
Hello

Thank you for letting know, is there anything else that I have to do? Finally I can have an RMA; this process just took too long for no reason.


ASUS:
Dear Valued Customer,

Your e-mail has been forwarded to appropriate department which will take care of RMA request.

Attention! Please do not erease previous correspondence. Seeing full letter history helps to better diagnose the issue.

P********


Quote:
ME:
Hello

Does that mean that I won't have to do anything further, I have wasted a lot of time with this and also does this mean that my RMA will be approved?
Could you tell me how long I'm going to have to wait please? This process is taking tooo long.

I have continuously contacted p******* in regards to my query about how long the procedure will take. He notified me on the 20th October that the Asus UK team will go through with the RMA process.

It has been over 6 days without getting a reply, could you please let me know what is going on?

Also I would like you provide me with the complaints departments email address, I think I have been treated very unfairly and am very disappointed in Asus and how they have dealt with this situation.

Thanks


ASUS:
Dear Valued Customer,

Thank you for contacting ASUS Customer Service.

My name is S***** and it's my pleasure to help you with your problem.

Have no idea what P****** told you.
Anyway, I have passed the case to the local department, there will be someone to contact you. Please wait for a while.

Welcome to refer Troubleshooting & FAQ for ASUS products in ASUS website:
Troubleshooting - http://support.asus.com/troubleshooting/troubleshooting.aspx?SLanguage=en-us
FAQ - http://support.asus.com/faq/faq.aspx?SLanguage=en-us

If you continue to experience issues in the future, please do not hesitate to contact us.

Best Regards,

S*****


Quote:
ME:
Hello

I am almost disgusted by this; I don't think I'll be purchasing another Asus motherboard anytime soon again. A simple request which is taking over a month and we’re pretty much going round in circles. Could you please let me know what the hell is going on.

FOR THE 5th TIME, PLEASE GIVE ME THE ASUS COMPLAINTS DEPT EMAIL ADDRESS.


ASUS:
Dear Valued Customer,

Thank you for contacting ASUS Customer Service.

Sorry for the delay of replying.
I have checked with our related department.
They asked you contact their place of purchase.

Best Regards,

S*****


Quote:
ME:
I have been trying to send you a reply with no avail, the server keeps on crashing and doesn't allow me to send the message via Asus website.

I still wish to replace this motherboard and have heard nothing from Asus on that matter. Am I being denied RMA from the manufacture because I am being told to contact the reseller? Is that what you're saying?

As I have said countless times, the reseller's product doesn't match the serial of the motherboard that I have because it is a replacement directly from Asus.

ASUS:
Dear Valued Customer,

Thank you for contacting ASUS Customer Service.

Please contact with me if you have any other questions.

Best Regards,

S*****


Quote:
ME:
I'm sorry but are you patronising me? Your response to my previous message was completely irrelevant and insulting in many ways as it demonstrates completely the opposite of what has happened so far with this RMA case.

By the way I am no longer a “valued customer” as you have rightly pointed out with this entire process. Please provide me with a contact number for an Asus representative here in the UK and I will put forward a complaint as the product I have was under warranty but was refused by Asus. So again please provide me with a contact number for Asus reps in the UK that deal with this stuff.


ASUS:
Dear Customer

It is very unfortunate that you are having issues with your motherboard.

Please note that you have been informed of the correct procedure regarding the motherboard. As the motherboard warranty is a repair warranty only Asus can only offer the repair but as we cannot issue the RMA ourselves and it can only be done by the reseller we have to direct you back to the reseller for the RMA.

Please contact your reseller again regarding this matter as only they can help you further on this matter.

Our apologies for the inconveniences caused.

Kind regards
T*****
Asus support UK


Quote:
ME:
Hi,

Unfortunately the complaints department hasn't helped as usual. I have requested the
case to be escalated.


ASUS:
Dear Valued Customer,

Thank you for contacting ASUS Customer Service.

Our related department is handling the case.

Best Regards,

S*****


ASUS:
Dear Valued Customer,

Thank you for contacting ASUS Customer Service.

We can only offer a repair. Will you accept this solution?

Best Regards,

Stacey

Quote:
ME:
I have escalated the case as I'm appalled by this.


There you have it! After 6 months or so I finally got through to a specialist here in the UK who actually helped. After 4/5 emails later he arranged for my board to be RMAed. Within the space of 4 days I sent out my motherboard and received a new one. That is the reason as to why Asus is off my ‘buying list’.

Just thought I would share my experience with their ‘fantastic’ customer service. Just to reiterate, this is not the entire conversation, 80% of it is still somewhere in my inbox. Also I think It was something like 5 or 6 new tickets that I had to fill in because tech support for most of them went missing for some reason and never replied. rolleyes.gif


Finally just thought I would add, ASUS does not have technical support or an RMA service for motherboards here in the UK which is absolutely crap, however through a service specialist in the UK from their head office in Hemel Hempstead I was able to finally get it RMA'ed. I recently found out that they will be implementing some form of support for motherboards in the UK, not sure as to when though and whether or not they will expand that programme to allow users to RMA motherboards with them directly. Sometimes it is not possible to request RMA through reseller and at that moment I would have thought that companies like Asus would adopt some form of assistance on that matter, but as you can, quite the opposite.
Edited by munaim1 - 3/18/12 at 9:25am
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post #2 of 60
absolutely preposterous...

My experience wasn't that pleasant either when i had to RMA my 550 Ti.

Every person told me something different mad.gif

They've lost a good customer (me)

I have An Asus Monitor, DVD Drive, Bluetooth Dongle, 2 Graphics Cards, WiFi Card, and countless other things i bought from them.

Sad i guess i have to look elsewhere
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post #3 of 60
Quote:

Quote:
ME:
I have been trying to send you a reply with no avail, the server keeps on crashing and doesn't allow me to send the message via Asus website.

I still wish to replace this motherboard and have heard nothing from Asus on that matter. Am I being denied RMA from the manufacture because I am being told to contact the reseller? Is that what you're saying?

As I have said countless times, the reseller's product doesn't match the serial of the motherboard that I have because it is a replacement directly from Asus.

ASUS:
Dear Valued Customer,

Thank you for contacting ASUS Customer Service.

Please contact with me if you have any other questions.

Best Regards,

S*****



loloooololoollloolololol
 
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post #4 of 60
Just a quick heads up, you missed one part to censor his name, unless that was intentional.. but the rest of them are censored, so I don't think it was tongue.gif

Anyways, this is pretty ridiculous. From what I have noticed at my time at OCN, it seems that the UK support for Asus is very poor, but the NA support and practically everywhere else is practically flawless in most cases compared to the UK support. No idea why...
Edited by pjBSOD - 3/17/12 at 11:52am
post #5 of 60
Lol you seriously didnt knew this?
It always worked this way and they wont change it.

Let me put it simple to you, if you wanted an RMA fast you should have contacted US Asus, all brands on the EU side will deny you an RMA.

I highly doubt your motherboard even reached Asus, I bet it was replaced by the resupplier...

Quote:
Originally Posted by E-Peen View Post

Just a quick heads up, you missed one part to censor his name, unless that was intentional.. but the rest of them are censored, so I don't think it was tongue.gif
Anyways, this is pretty ridiculous. From what I have noticed at my time at OCN, it seems that the UK support for Asus is very poor, but the NA support and practically everywhere else is practically flawless in most cases compared to the UK support. No idea why...

Nop, this is how it works here in europe most of the time.
They do not acept direct RMA's.
You can get an RMA of your product in a reseller tho, imagine I bought this at (fake names) eBuyUK and the shop went bankrupt, I couldnt get an RMA issued right? Wrong I can go onto another shop and kindly ask them if they could help and issue an RMA for my board which was not purchased in their shop
Edited by Tokkan - 3/17/12 at 12:15pm
post #6 of 60
Thread Starter 
Quote:
Originally Posted by Tokkan View Post

Lol you seriously didnt knew this?
It always worked this way and they wont change it.

Let me put it simple to you, if you wanted an RMA fast you should have contacted US Asus, all brands on the EU side will deny you an RMA.

I highly doubt your motherboard even reached Asus, I bet it was replaced by the resupplier...

Quote:
Originally Posted by E-Peen View Post

Just a quick heads up, you missed one part to censor his name, unless that was intentional.. but the rest of them are censored, so I don't think it was tongue.gif
Anyways, this is pretty ridiculous. From what I have noticed at my time at OCN, it seems that the UK support for Asus is very poor, but the NA support and practically everywhere else is practically flawless in most cases compared to the UK support. No idea why...

Nop, this is how it works here in europe most of the time.
They do not acept direct RMA's.
You can get an RMA of your product in a reseller tho, imagine I bought this at (fake names) eBuyUK and the shop went bankrupt, I couldnt get an RMA issued right? Wrong I can go onto another shop and kindly ask them if they could help and issue an RMA for my board which was not purchased in their shop

Well through the support ticket that is available via Asus VIP member I contacted various regional representatives. Even tried the rep that is on here but it was not that simple.

Let me try and break it down:

Bought originally from Microcenter
Later found out that about the Intel chipset flaw
Replaced motherboard with Asus via their own programme (B2 to B3 swap - I think that is what I used: http://vip.asus.com/eservice/changeSandybridge_MB.aspx?slanguage=en-us)
Motherboard later died
Then had to go through this nonsense to get a replacement.

You see where the problem is? I provided proof of purchases and everything and contacted microcenter, they said "unless you have the original motherboard you bought from us there is nothing we can do, contact the manufacturer". If Asus can put out a programme that allows members to replace motherboards due to Intel chipset flaw then I'm sure they can show the same courtesy and assistance for when a situation like this arises. It was quite simple in my eyes, I no longer have any ties with the reseller and all connections that I have with the motherboard point to Asus. As said, I sent the motherboard out to the Asus Service specialist In Hemel Hempstead (UK main office) who was dealing with it and he said that he will be sending it to their office in the Czech Republic where further tests need to be done before a replacement can be sent out. couple days later I get my replacement straight from the Czech Republic.

Since then I have only purchased Biostar / Asrock and Gigabyte mobo's. EVGA's recent news regarding warranty has put them on top of the list of future vendors to look out for. Definitely a contender for my Z77 build. thumb.gif
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post #7 of 60
hahaha, wow.

I would shoot someone. That is seriously appalling.
post #8 of 60
Thread Starter 
Quote:
Originally Posted by Sean Webster View Post

hahaha, wow.

I would shoot someone. That is seriously appalling.

447

Epic biggrin.gif
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post #9 of 60
It took me 2 weeks to get an Advance RMA set up. i had to go through 2 unhelpful techs before i escalated it. i talked to somebody called Trinity Sparks and she got me set up in about 3 days (weekend) smile.gif
 
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Intel Core 2 Quad Q6600 @3.6GHz Asus Maximus II Formula EVGA GTX 570 @900 Core 4GB (aww yea) GeiL Black Dragons 
Hard DriveHard DriveHard DriveHard Drive
128GB Crucial M4 Seagate Barracuda 3TB 7200.14 2TB Western Digital Red 1TB Western Digital Caviar Green 
Optical DriveCoolingCoolingCooling
ASUS DVD R/RW SATA x24 Prolimatech Megahalems Boss Status 2x 1850rpm Scythe Gentle Typhoons 2x Sanyo Denki San Ace 9G1212H1011 
CoolingOSMonitorKeyboard
1x Scythe Ultra Kaze 3k Windows 8 Pro Dell S2740 27 Inch IPS Das Keyboard 
PowerCaseMouseMouse Pad
NZXT Hale90 1000W Antec P280 Steelseries Sensei Steelseries QCK Mini 
AudioOther
Fiio E9 to Asus Xonar DX (headphone amp AND DAC) Sennheiser HD598 
CPUMotherboardGraphicsRAM
Intel Core i7 3770K @ 5GHz 1.43V Gigabyte GA-Z77X-UP4 TB MSI Twinfrozr III 7870 2x4GB Samsung Wonder Ram 
Hard DriveHard DriveHard DriveCooling
128GB Crucial M4 1TB Caviar Blue, 640GB Caviar Blue 2x2TB Western Digital Reds coming Prolimatech Megahalems w/ 2x San Ace H1011's pu... 
OSMonitorKeyboardPower
Windows 8 Pro 32 inch Toshiba LCD, 24 inch Dell ST2412L Coolermaster Quickfire Rapid Antec Truepower New 750W 
CaseMouseMouse PadAudio
Antec P280 Razer Deathadder 1800dpi frankenstein! just hdmi audio to the tv for now 
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Simba
(16 items)
 
Gulftown Memories
(16 items)
 
CPUMotherboardGraphicsRAM
Intel Core 2 Quad Q6600 @3.6GHz Asus Maximus II Formula EVGA GTX 570 @900 Core 4GB (aww yea) GeiL Black Dragons 
Hard DriveHard DriveHard DriveHard Drive
128GB Crucial M4 Seagate Barracuda 3TB 7200.14 2TB Western Digital Red 1TB Western Digital Caviar Green 
Optical DriveCoolingCoolingCooling
ASUS DVD R/RW SATA x24 Prolimatech Megahalems Boss Status 2x 1850rpm Scythe Gentle Typhoons 2x Sanyo Denki San Ace 9G1212H1011 
CoolingOSMonitorKeyboard
1x Scythe Ultra Kaze 3k Windows 8 Pro Dell S2740 27 Inch IPS Das Keyboard 
PowerCaseMouseMouse Pad
NZXT Hale90 1000W Antec P280 Steelseries Sensei Steelseries QCK Mini 
AudioOther
Fiio E9 to Asus Xonar DX (headphone amp AND DAC) Sennheiser HD598 
CPUMotherboardGraphicsRAM
Intel Core i7 3770K @ 5GHz 1.43V Gigabyte GA-Z77X-UP4 TB MSI Twinfrozr III 7870 2x4GB Samsung Wonder Ram 
Hard DriveHard DriveHard DriveCooling
128GB Crucial M4 1TB Caviar Blue, 640GB Caviar Blue 2x2TB Western Digital Reds coming Prolimatech Megahalems w/ 2x San Ace H1011's pu... 
OSMonitorKeyboardPower
Windows 8 Pro 32 inch Toshiba LCD, 24 inch Dell ST2412L Coolermaster Quickfire Rapid Antec Truepower New 750W 
CaseMouseMouse PadAudio
Antec P280 Razer Deathadder 1800dpi frankenstein! just hdmi audio to the tv for now 
  hide details  
Reply
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Edited by Sean Webster - 3/17/12 at 3:17pm
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