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Hosed, an ASUS RMA story. *Update* - Page 2

post #11 of 194
That is why I don't buy Asus. AsRock before them.
post #12 of 194
Thread Starter 
Quote:
Originally Posted by listen to remix View Post

I sent in a motherboard to ASUS and they sent back a damaged motherboard as well. Luckily, I read many of the ASUS horror stories on this forum beforehand. I took multiple photos of the motherboard with the RMA number and date. I even included copies of the photos inside the package I sent them to make sure I wouldn't get rejected (didn't work). I had to e-mail them the photos and then call them to tell them that their service was unacceptable. It wasn't until I got to a higher level customer rep before my problem was resolved.

I wish you the best.

For future reference, I think most RMA instructions tell you NOT to use bubble wrap because they may build up a static charge. I also suggest that you put the motherboard in a smaller box and then put that into a bigger box.

I put the board inside a static bag and then taped the bag closed, cap on the CPU socket and everything.

ASUS's RMA instructions say bubblewrap is fine though-

Packaging / Shipping Information:

Recommend 2 inches of padding around product itself (example: popcorn, bubble wrap, foam)
Recommend using a courier that provides tracking
Must be packaged in a box
Envelopes will be rejected

Edited by RX7-2nr - 7/18/12 at 8:55pm
post #13 of 194
Asus did this exact thing to me.
One day my rampage 2 extreme just died so I requested an rma. At the time I only had about 3 months before my warranty ends.

I carefully inspected the board and packed it just like you did .

Then guess what?! I got an email from asus telling me that my motherboard was physically damaged and therefore my warranty was voided.
They sent me pictures of the damage and it was on the side pcb damage that looked like they dropped my motherboard while taking it out of the package.

Unfortunately, I didn't take any pictures/video so I couldn't prove that the board wasn't damaged when I sent it to them.

Also, the board arrived at their facility more than a couple of days before they told me that my board was physically damaged. I never got any update from the the first couple of days saying that my board was physically damaged. Then all of a sudden my board was physically damaged.

Asus makes great products and I've used them for years but this shady business practice they have when it comes to warranty claims is completely unacceptable.
I wonder if it was a coincidence that both our motherboards only had a couple of months of warranty remaining and mysteriously had a damage when asus received it.

After this experience I have Learned my lesson to never ever buy a product with an Asus brand on it.
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post #14 of 194
Sounds like someone in the RMA department is going to get fired. There seems to be a lot of complaining about them lately. Again, they're a reputable company but their practice is sketchy. I RMA'ed my motherboard and they sent the same one back saying that they gave me a new one. Luckily I took pictures, documented everything and made a little mark on the board (so I'd recognize if they send it back). I was happy that I did. I sent all that to them and they ended up sending me a different one. A year later, that board is still kicking.
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post #15 of 194
Thread Starter 
Quote:
Originally Posted by unleaded91 View Post

Asus did this exact thing to me.
One day my rampage 2 extreme just died so I requested an rma. At the time I only had about 3 months before my warranty ends.
I carefully inspected the board and packed it just like you did .
Then guess what?! I got an email from asus telling me that my motherboard was physically damaged and therefore my warranty was voided.
They sent me pictures of the damage and it was on the side pcb damage that looked like they dropped my motherboard while taking it out of the package.
Unfortunately, I didn't take any pictures/video so I couldn't prove that the board wasn't damaged when I sent it to them.
Also, the board arrived at their facility more than a couple of days before they told me that my board was physically damaged. I never got any update from the the first couple of days saying that my board was physically damaged. Then all of a sudden my board was physically damaged.
Asus makes great products and I've used them for years but this shady business practice they have when it comes to warranty claims is completely unacceptable.
I wonder if it was a coincidence that both our motherboards only had a couple of months of warranty remaining and mysteriously had a damage when asus received it.
After this experience I have Learned my lesson to never ever buy a product with an Asus brand on it.

Yeah, thats what I thought didnt make any sense either. The first time I called, the woman I spoke with told me it was in repair and waiting for parts. 3 days later when I call back they tell me it has been damaged the entire time and never actually went to repair because the whole process stops when they find CID.
post #16 of 194
Interesting.
I think the EXIF data may prove you well, see if that was created and shows the correct date.
Though it's nothing like a time stamp, it still serves it's purpose and shows when the picture was taken.
However, there is no definite way you can use this to file a small-claims, or anything bigger than just claims.

For instance, it could have been nice and all when you took the picture, but then right before you packaged it, say you dropped it...
There's tons of things ASUS can come up with, which is kind of sickening.

See about just going back and forth with the CS rep, request to speak to their supervisor, keep going until you can't anymore, and speak with them.
Sounds like a definite issue.
post #17 of 194
Thread Starter 
The issue is not that they say I damaged it and sent it to them with the damage. They accepted my picture and said that it was not damaged when I mailed it. They insist that it was damaged in transit, but I dont see it from the picture of the box.

When I hear from UPS tomorrow, Im going to see if they can tell me what the packaging was when they inspected it. It should have been in my 16x16 box with the RMA number written on the outside. If they say that it was inside the P8P67 box, they cannot rightfully deny my claim based on the packaging because I didnt send it in that.
post #18 of 194
Hopefully this isn't whats going to happen with my board as it's back on RMA as well. I will be calling them tomorrow as I can no longer pull up my RMA on their website. I really like their products but their CS is terrible.
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post #19 of 194
It seems like the best practice for any RMA is to send a letter with the box stating you have taken pictures of the item prior to shipment to ASUS and you had UPS (or other mail/shipper) inspect the package before shipping. This is what we in the military called, "A hard target". Make it aparent from the start they will be hard pressed to screw you over, and that instead they should just move onto someone else's board to damage and make a false claim about (not really).

I've even found it reasonablely priced to have UPS package it for me, just with my materials; it is like $3.00. And for something like a computer component, it is worth it!

as to your situation, I would contact ASUS and let them know you are filing a police report about mail fraud...
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post #20 of 194
That's super shady, though apparently de rigueur for Asus - to be fair Gigabyte has an equally horrific track record of skullduggery, and though I have no first hand experience let's just say I'm not really prepared to put a lot of faith in ASRock or MSI if one of their boards were to peter out unexpectedly. Freely admit I could be wrong on that tho...

I totally empathize with your situation - must be frustrating beyond belief. It's also a shame we now have to keep detailed documentation of every step of the return process just to have a leg to stand on when disreputable companies like Asus commit what are essentially criminal acts to weasel out of standing behind the products they sell.

It may sound cliche but go give them hell. Literally. Demand satisfaction. Get a little crazy if you have to - 40 cores. Keep escalating (or shuffling laterally, most likely) until you find the "yes." Best of luck, I really hope you get the matter resolved.
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