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Hosed, an ASUS RMA story. *Update* - Page 3

post #21 of 194
7/18/12 at 9:36pm
I've learned from working in retail that being a CS nightmare usually gets you what you want.
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post #22 of 194
7/18/12 at 9:36pm
These stories are scary almost like someone is being told to damage boards just to deny more RMA's to make the RMA department look like its performing better on paper when they submit there performance reviews to corporate office.

Some one has to get these stories to the Corporate Offices and then something will be done finally. Unfortunately the people in the RMA department are just covering for there friends and selves. Even the people that have gotten things worked out It's is probably just the management of the RMA department covering the mistakes of there employee's but don't really have any motivation to help until all the evidence is there that they know will eventually make them look bad if it went public.
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post #23 of 194
7/18/12 at 9:43pm
wheres the ASUS sales rep?? i know those guys troll around on here.
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post #24 of 194
7/18/12 at 10:34pm
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After seeing many of these type of posts, I finally decided to take steps to bring these kinds of issues to ASUS' attention:

Message to ASUS... Add your constructive comments and experience

I sent an email to ASUS and posted about it in a thread to hopefully show ASUS how people feel. I also added a poll.
  • ASUS is a great brand and cares about their customers and they have great customer service and/or RMA.
  • ASUS is a great brand, but their customers are suffering from their inadequate customer support and/or RMA.
  • ASUS as a brand is suffering from inadequate products but has great customer support and/or RMA.
  • ASUS as a brand is suffering from inadequate products and inadequate customer support and/or RMA.
  • What is ASUS?
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post #25 of 194
7/19/12 at 12:27am
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Quote:
Originally Posted by ericeod View Post

After seeing many of these type of posts, I finally decided to take steps to bring these kinds of issues to ASUS' attention:
Message to ASUS... Add your constructive comments and experience
I sent an email to ASUS and posted about it in a thread to hopefully show ASUS how people feel. I also added a poll.
  • ASUS is a great brand and cares about their customers and they have great customer service and/or RMA.
  • ASUS is a great brand, but their customers are suffering from their inadequate customer support and/or RMA.
  • ASUS as a brand is suffering from inadequate products but has great customer support and/or RMA.
  • ASUS as a brand is suffering from inadequate products and inadequate customer support and/or RMA.
  • What is ASUS?

Good idea. Thanks thumb.gif
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post #26 of 194
7/19/12 at 10:01am
Quote:
Originally Posted by RX7-2nr View Post

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

 

I stand corrected. It may have been instructions for a hard drive RMA.

Quote:
Originally Posted by ericeod View Post

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...

 

I sent dated photos of the motherboard and RMA number and that didn't work. However, I will definitely try writing a letter about the mailer inspecting the package before shipping. It really does look like ASUS is finding any way to screw over their consumer.
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post #27 of 194
7/19/12 at 10:11am
Im pretty sure UPS drop kicks shipments into the truck. I have gotten so many deliveries from them that are just beat to hell. I am pretty sure they care more about getting the packages delivered on time than intact.

Sad. USPS on the other hand generally takes very good care of your mail (there are expections of course).
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post #28 of 194
7/19/12 at 2:21pm
For RMA I only use Fedex and I make sure they package it for me and note on the receipt who packaged it, the date and time. I've never had an issue with them.

After it arrives who knows? I've RMA'd a board to Asus and received a brand new board in the box from them in about 3 weeks. Took a while but it got done satisfactorily. That was years ago though and things might change. With the economy how it is I'm surprised we don't hear more about companies trying to do everything to avoid paying out for support ticket items.
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post #29 of 194
7/19/12 at 2:35pm
Quote:
Originally Posted by Marioshi View Post

Im pretty sure UPS drop kicks shipments into the truck. I have gotten so many deliveries from them that are just beat to hell. I am pretty sure they care more about getting the packages delivered on time than intact.
Sad. USPS on the other hand generally takes very good care of your mail (there are expections of course).

They like to play football with them.
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post #30 of 194
7/19/12 at 2:47pm
Lets see how my recent RMA from my HTPCs goes. I knew I was forgetting something when I sent it. I did not take pictures. I've done 2 other ASUS RMAs and they've been OK. I hope it goes this way because I might need to RMA my gaming's computer motherboard or video card once I figure out which one is biting the dust.
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