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[ASUS sent me a Faulty MOBO] Do I have the right to a second Advance RMA?

post #1 of 27
Thread Starter 
I requested an Advance RMA of Asus P8P67 Pro motherboard due fault ram slots. I have 1600mhz stock RAM and it wouldnt allow anything to run stable over 1333mhz. It took them a week and a lot of confusion for them to send me new motherboard. When I got the new mother board it looked like it was refurbished due to some cosmetic wear on the board (as long as it works). Well it doesnt..

I ran prime 95 on the motherboard and made sure it was stable at my settings (i didnt run a full stablity test since I knew my settings should of been stable, but I did run it for several hours). While folding on the computer my HDD crashed. It wasnt a full computer crash.. My OS is on my SSD, and everything else was on the HDD. My computer was no longer showing the HDD connected to the computer.. After I got past all the errors on my screen I rebooted and the HDD showed up, but for the next couple of days was acting funny. By the time I ran some tests on the HDD, it was fully corrupt. I couldnt get any of the 400gb of info off of it, nor could I reformat. Luckily I had a Microcenter warranty and with a little hassle (since the price of HDDs doubled and they wanted me to pay the difference) I got another HDD. I thought maybe it was a defective unit and it was its time to be replaced (only 9month old mind you). I turned down my OC and put my bclk to 100 (maybe my 102 crashed my HDD).

Within 2 hours, of monitoring my computer, I noticed some problems while watching a movie & folding(100% load, yes ive done it before its perfectly fine!) (file was on the HDD). My computer locked up and when everything start responding again my HDD wasnt connected. I knew it couldnt be a HDD problem with a second one giving me the same error. Having only switched the Motherboard to the RMA'd one Asus sent me, I figured my problem is with that. I called them up and asked them for a replacement. They said the best they could offer me was to send my board in, they would repair it and ship it back to me within 2 weeks (probably 3 since it took me almost 2 weeks just to Advance RMA the first one). I told them that it wasnt acceptable, that they sent me a defective board and I should still be entitled to an Advance RMA. He said there was nothing he could do, but he will have someone who can do something call me within 24-48hrs.

I didnt want to blame the whole thing on the motherboard, so I ran, tests and downclocked my OC even more. While simply watching a movie on my computer I had the same problem I did before (this time I wasnt even putting stress on the computer). I decided to call Asus again and hope for a different rep, maybe one to actually help me. This rep had an attitude and was telling me that my power supply was to blame, that it wasnt the motherboard at all. Mind you I have a Corsair AX 850 Gold Rated psu and the SDD was on the same rail, so everything should crash not just my HDD. He was clearly not willing to help me. The next day I didnt hear from a Manager, and continued to run tests. I called again to get help and the rep told me to call Corsair and rule out a PSU problem. Meanwhile I have 2 threads going on OCN explaining my problem and having several other people telling me to run MEMTEST, and HD Tuner.. All advice I appreciated because I just wanted my computer to work at 100% again.

I called Corsair and even Western Digital to try to figure out the problem.. Asus was clearly dragging there feet and I felt after losing a HDD and my data, that I should get an Advanced RMA. Both Corsair and Western Digital tried to help my troubleshoot the problem, but ultimately agreed after running tests it wasnt a PSU or HDD problem.. They even offered to conference call with Asus to get a solution to my problem (no joke!).

Finally I gave up and went to reformat my computer.. I put my windows 7 cd in and set my bios to run the DVD drive first.. However the message to boot from cd never came up. I checked again and my DVD drive was no longer showing up.. I tried a different Sata port, nothing. I put in a new, a brand new sata cable, nothing. I finally tried both the Intel and Marvel ports and both worked! Both Worked! But hey should I even be running a DVD drive off one of those ports? I plugged it back into the other port and once again it didnt work.. So FINALLY I can say the sata ports, which I thought was the problem all along really were the problem..

So on the day which would be 48hrs I still didnt hear from a Manager.. So I called again and got the same guy I got the first time.. I updated him on all my problems and he said he will see what he could do. Finally he said he will transfer me to a manager directly.. I held on the phone for 20mins for a Manager.. I got a recording no one was there to answer me call. They said stay on the line to leave a message.. (like anyone ever calls you back).. I then get another recording that I was being disconnected and the call ended.. I called again and got a different rep. He said there was nothing he could do.. THey werent in the same office and the best he could do was to flag my case and put me in a call back mode, where a manager will call me in 24-48 hours.. Same thing I was in last time and never got a call. So here I am.. WIth a broken motherboard, damage to a brand new HDD, and having already lost a perfectly good HDD and 400gb of information and files.. Waiting for someone to call me back within 48hrs..

Seriously Am I asking too much from Asus? They say they only offer 1 Advance RMA, that they check there products before shipping them out.. How do you miss 4 bad Sata Ports? How do you not call a customer back. Do I not qualify for an exception to their policy? Its not my fault they sent me a faulty board that killed my HDD, damaged my new one and cost me 4 evenings of troubleshooting, plus countless time on the phone with reps that couldnt help.. Not to mention asking me to call other companies, when I didnt switch their parts only a Motherboard.. Am I in the wrong for being upset and wanting an Advance RMA? So I dont have to wait 2 weeks for them to fix a problem they caused? Its not like I want them to pay for my HDD or anything..I just want a working motherboard..
post #2 of 27
My experience with Asus USA was similar. I sent back a defective (almost new) mobo and got a replacement where the leaking caps had been replaced by someone with no soldering skills. I returned the filthy used mobo and have never bought another Asus product.
post #3 of 27
Thread Starter 
Sadly I cant return this motherboard or I would.. I do however plan on calling every day until I get a second tier rep on the phone that can help me.. I refuse to send back my motherboard to be fixed.. This is horrible..

I think this is even worse than the guy complaining about FrozenCPU
post #4 of 27
Wow, that is rough. Asus has had quality control issues for over a decade. Most of their mainboards are perfect and if you get one, you got no problems for years. If you happen to get one of their bad boards though, you gotta deal with their customer support... which I've never had a good experience with. Since everything comes back to the mainboard, it's easy to point fingers at other companies. In many cases, it is another component that's causing the mainboard to fail, but not always and their techs should be very well trained in the process of elimination to drill down whether it's a mainboard issue or not. I love it when someone has an SSD also, cause that's usually what they blame first. Drives me nuts.

Which ports are you getting the problems on? The ones connected to the Intel, Jmicron or Marvell controller?

Jason
post #5 of 27
Quote:
Originally Posted by JMattes View Post

Sadly I cant return this motherboard or I would.. I do however plan on calling every day until I get a second tier rep on the phone that can help me.. I refuse to send back my motherboard to be fixed.. This is horrible..
I think this is even worse than the guy complaining about FrozenCPU

If you won't send it back, then they can't fix it at all.

If an exception is made for you to get a second Adv. RMA then others will follow. I don't understand why you "can't" return the board for repair.

Have you tried using the online RMA service instead of using the phone?
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post #6 of 27
Thread Starter 
Quote:
Originally Posted by techspec6 View Post

Wow, that is rough. Asus has had quality control issues for over a decade. Most of their mainboards are perfect and if you get one, you got no problems for years. If you happen to get one of their bad boards though, you gotta deal with their customer support... which I've never had a good experience with. Since everything comes back to the mainboard, it's easy to point fingers at other companies. In many cases, it is another component that's causing the mainboard to fail, but not always and their techs should be very well trained in the process of elimination to drill down whether it's a mainboard issue or not. I love it when someone has an SSD also, cause that's usually what they blame first. Drives me nuts.
Which ports are you getting the problems on? The ones connected to the Intel, Jmicron or Marvell controller?
Jason

The intel and Marvell controllers seem to be fine, I guess I can plug everything into those.. I honestly dont know anything about those controller and what effects they will have on the HDD or the DVD, but I have my sdd plugged into the intel and havent had a problem..yet...

But now I am mostly complaining on principal..
Quote:
Originally Posted by That Guy View Post

If you won't send it back, then they can't fix it at all.
If an exception is made for you to get a second Adv. RMA then others will follow. I don't understand why you "can't" return the board for repair.
Have you tried using the online RMA service instead of using the phone?

I could return the board for repair.. And wait the 2 weeks or 3 weeks to get the board back.. But the point is, Asus brags about there Advance RMA policy.. Heck I hear it 20times every time I call and sit on hold. I got my board directly from them, they themselves claim they run countless tests on the board before sending it out.. They missed 4 defective sata ports, I would even go on a limb and say all they did was turn it on and make sure windows loaded.. I LOST a HDD over there faulty testing and all my information.. Wouldnt you be pissed if you lost your college work, portfolio, web site coding, resume/career info, music, and downloads.. Granted I back everything up, but what if I didnt.. I spent 4 days troubleshooting because Asus didnt want to own up to their mistake and extend me a courtesy.. Ive waited 3 days for a Manager to call me back, with no luck thus far... And the best they can offer me is to not have a working computer for 2 weeks? Say I do freelance drafting and thats how I make a living.. That I am working on huge project that needs to be finished by a dead line and I bought an Asus motherboard so I wouldnt have downtime, but they sent me a faulty board.. Should I lose money and time on their mistake and not even have the chance to talk to a Manager after 3 days or waiting? Do you see anything wrong with how I feel or what I am looking for? Is it that hard to just send me another board? Heck they have my credit card on file they can charge it until they get it back for all I care.. Its the point I am trying to make.. There a HUGE company and they cant own up to a mistake! Nor does anyone care to acknowledge it...

Its not simply about getting a repair.. Its about how they handled the situation. They never once said your right Sir.. Your board may be defective.. They blamed other companies..They made me feel like pooh, asking me how many amps were on a 12v rail of my power supply and when I didnt know simply blaming the psu.. and they couldnt even get hold of a manager for me to speak too.. That is not how you deal with customers.. My request wasnt unjustified.. Its not like I asked a company that doesnt have an Advance RMA policy to send me the product first.. Asus does! They advertise it to death.. All I wanted was something they offer with there products.. Its my fault they sent me a broken product, but I should still qualify for an Advance RMA..
Edited by JMattes - 3/28/12 at 6:36pm
post #7 of 27
Quote:
Originally Posted by JMattes View Post

The intel and Marvell controllers seem to be fine, I guess I can plug everything into those.. I honestly dont know anything about those controller and what effects they will have on the HDD or the DVD, but I have my sdd plugged into the intel and havent had a problem..yet...
But now I am mostly complaining on principal..

So it works now? Perhaps a cable was loose somewhere?
Quote:
I could return the board for repair.. And wait the 2 weeks or 3 weeks to get the board back.. But the point is, Asus brags about there Advance RMA policy.. Heck I hear it 20times every time I call and sit on hold. I got my board directly from them, they themselves claim they run countless tests on the board before sending it out.. They missed 4 defective sata ports, I would even go on a limb and say all they did was turn it on and make sure windows loaded.. I LOST a HDD over there faulty testing and all my information.. Wouldnt you be pissed if you lost your college work, portfolio, web site coding, resume/career info, music, and downloads.. Granted I back everything up, but what if I didnt.. I spent 4 days troubleshooting because Asus didnt want to own up to their mistake and extend me a courtesy.. Ive waited 3 days for a Manager to call me back, with no luck thus far... And the best they can offer me is to not have a working computer for 2 weeks? Say I do freelance drafting and thats how I make a living.. That I am working on huge project that needs to be finished by a dead line and I bought an Asus motherboard so I wouldnt have downtime, but they sent me a faulty board.. Should I lose money and time on their mistake and not even have the chance to talk to a Manager after 3 days or waiting? Do you see anything wrong with how I feel or what I am looking for? Is it that hard to just send me another board? Heck they have my credit card on file they can charge it until they get it back for all I care.. Its the point I am trying to make.. There a HUGE company and they cant own up to a mistake! Nor does anyone care to acknowledge it...

Every customer is put in the same column of customers. Circumstances don't matter. If it's important to you, then you should have a backup. You have data backed up, per your statement, and a secondary machine since you are posting here. Time is no big factor for me because I have backup machines, but not everyone can do this and I know that.

Given the "What if..?" scenarios you've given: If my computer is what I do my job with, I can guarantee a backup machine is somewhere ready to go in the event of hardware/software downtime. Redundancy is the key to minimize downtime.

It isn't about you to them. What is priority for you is not going to be priority for them. Frustration seems to be blinding you of this, but I may be wrong and just blowing smoke up my ass (so to speak).

Would I be frustrated were it my own case, yes. I would likely take it lighter than you seem to have been taking it. I would be more irritated with having to disconnect everything just to repack it and ship it out.

EDIT: And given the way they handled the situation over the phone, I suggested the online RMA service they provide. Typing is easier for the outsourced folks.
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post #8 of 27
Thread Starter 
I am actually using the machine with the broken sata ports.. If i didnt have the mobo I wouldnt be typing.

What I am worried about is, if they tested the board and didnt find the problem.. What faith do I have that the 2 weeks getting it repaired will be well spent..

Ok.. Maybe I will cave and send in the motherboard.. But shouldnt I atleast had a chance to speak to a manager? Too much to ask??
post #9 of 27
I had similar problem with same motherboard I got from Newegg Open box when they were cheap. I sent it the first time and they returned the same board and still
was defective. Second time they covered shipped and did Advance RMA. They asked me for my credit card since they were going to ship me the motherboard first and then after I had it and tested it I would ship back the defective one. It worked out great since they sent me a new sealed one and got extra accessories that made up for the $10~ it took me to ship it the first time since they second time they paid for it.
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post #10 of 27
Quote:
Originally Posted by JMattes View Post

I am actually using the machine with the broken sata ports.. If i didnt have the mobo I wouldnt be typing.
What I am worried about is, if they tested the board and didnt find the problem.. What faith do I have that the 2 weeks getting it repaired will be well spent..
Ok.. Maybe I will cave and send in the motherboard.. But shouldnt I atleast had a chance to speak to a manager? Too much to ask??

Now we're thinking rationally.
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