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Another "Asus RMA story"

post #1 of 42
Thread Starter 
History:
Last September I built my little brother a gaming rig based on the M5A99X-Evo Asus Motherboard and within less than a month the computer started showing signs of degrading starting with BSODS and eventually causing a red CPU light to appear on the board. The first thing I did was to test the cpu in another motherboard, in this case it was an Asus Sabertooth 990FX and the computer booted up fine, ran P95 and never hit a single error in three hours. While those tests were running I removed the motherboard and examined it, I then found that the motherboard was warped. Now under normal circumstances I do not believe a motherboard can just warp on it's own (prove me if I'm wrong) so I believe it was a defective motherboard from the factory. So I had to decide on what I was going to do, my mother went ahead and ordered another M5A99X-Evo so my brother could have his computer back and I decided to shelve the motherboard till about a two weeks ago.

^TLDR
"BSODS, Error lights, warped motherboard,purchased replacement motherboard, shelved defective motherboard"

Recent events:

About two weeks ago I filed an RMA report with ASUS about the defective motherboard as it was still under warranty and shipped the motherboard out on the 24th of July at around 2:30P.M. CST. During the next 10 days I didn't hear as much as a peep from RMA support about my motherboard so I tried contacting them via email and phone of which neither one I got a reply from. today I received a package from them and I documented with several pictures the process of opening it only to find that they shipped the same motherboard back to me with no reason why they rejected the repair or replacement.

Pictures of the warped board were taken before I shipped the board to them and after I got it back. Th pictures don't show the warped area very well but a good eye can spot the warped area. This was the best angle to view the warped area from:

Before Shipping:


After Retrieval:


(Note the spacing between the USB ports and the arch of the motherboard)

I do realize that there were left over bits from the EVGA heatsink I had installed on the motherboard for my brother but I wouldn't imagine that would cause them to reject the motherboard. I can post the conversation between myself and two of their RMA department staff but it's so brief that I do not believe it to be relevant. Only two messages were received from the RMA staff and this was before the motherboard was sent out. It's funny that when you tell them the motherboard is warped and that it won't even post that they tell you to trying clearing the CMOS. lachen.gif

(Note the "left over bits" are like little red cushions or "O Rings" that go on the back of the motherboard and the front side to help prevent damage to the motherboard) I can upload an image to clarify this if needed.
post #2 of 42
Quote:
Originally Posted by Fateful_Ikkou View Post

History:
Last September I built my little brother a gaming rig based on the M5A99X-Evo Asus Motherboard and within less than a month the computer started showing signs of degrading starting with BSODS and eventually causing a red CPU light to appear on the board. The first thing I did was to test the cpu in another motherboard, in this case it was an Asus Sabertooth 990FX and the computer booted up fine, ran P95 and never hit a single error in three hours. While those tests were running I removed the motherboard and examined it, I then found that the motherboard was warped. Now under normal circumstances I do not believe a motherboard can just warp on it's own (prove me if I'm wrong) so I believe it was a defective motherboard from the factory. So I had to decide on what I was going to do, my mother went ahead and ordered another M5A99X-Evo so my brother could have his computer back and I decided to shelve the motherboard till about a two weeks ago.
^TLDR
"BSODS, Error lights, warped motherboard,purchased replacement motherboard, shelved defective motherboard"
Recent events:
About two weeks ago I filed an RMA report with ASUS about the defective motherboard as it was still under warranty and shipped the motherboard out on the 24th of July at around 2:30P.M. CST. During the next 10 days I didn't hear as much as a peep from RMA support about my motherboard so I tried contacting them via email and phone of which neither one I got a reply from. today I received a package from them and I documented with several pictures the process of opening it only to find that they shipped the same motherboard back to me with no reason why they rejected the repair or replacement.
Pictures of the warped board were taken before I shipped the board to them and after I got it back. Th pictures don't show the warped area very well but a good eye can spot the warped area. This was the best angle to view the warped area from:
Before Shipping:

After Retrieval:

(Note the spacing between the USB ports and the arch of the motherboard)
I do realize that there were left over bits from the EVGA heatsink I had installed on the motherboard for my brother but I wouldn't imagine that would cause them to reject the motherboard. I can post the conversation between myself and two of their RMA department staff but it's so brief that I do not believe it to be relevant. Only two messages were received from the RMA staff and this was before the motherboard was sent out. It's funny that when you tell them the motherboard is warped and that it won't even post that they tell you to trying clearing the CMOS. lachen.gif
(Note the "left over bits" are like little red cushions or "O Rings" that go on the back of the motherboard and the front side to help prevent damage to the motherboard) I can upload an image to clarify this if needed.

Asus customer care..*sigh*

Not a first with regard to crappy after-sales service from them mate, I feel for ya. Is the board still with you?
Kukumonster
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A pleasant surprise :)
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Kukumonster
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A pleasant surprise :)
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post #3 of 42
Thread Starter 
Quote:
Originally Posted by PunkX 1 View Post

Asus customer care..*sigh*
Not a first with regard to crappy after-sales service from them mate, I feel for ya. Is the board still with you?

Yes it is, I decided that I'd test the motherboard because it might have been possible they replaced something on the motherboard and I think it just fried my spare CPU. When I press the power button everything comes on for a split second then shuts off. When I reset the PSU via the switch on the back then try again it does the same thing every time. I have stripped the case apart looking for any possible shorts and haven't found anything indicating a short as of yet. mad.gif
post #4 of 42
I too am having issues with Asus RMA. I called the first time to set it up and told them its only artifacting in SC2 and New Vegas. I said it does NOT artifact in demanding games like BF3 or Crysis. they said ok ship it to us. It was delivered monday to them says UPS I called yesterday to check the status and the guy said it doesn't show they received it. He says it usually takes 4-5 days to show they recieved it....What? What a joke.

But I kept my cool and just asked if they could make sure the problem listed is in the computer so they don't just say its good and ship back. He looked and came back to me and said ya we show the notes say it artifacts in demanding games like BF3. I told them no I never said that. I even included a note in the box of my problem and they still get it wrong. I told him to correct the info and he did.

So hopefully I get mine back fixed, but I doubt it. I know they will just run a high end game and see its fine and ship back. I swapped out for a gts 450 and SC2 and new vegas run fine.
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post #5 of 42
throw it away... no use of it...
and asus ram... hehheehhehe:D:D
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post #6 of 42
Quote:
Originally Posted by Dimaggio1103 View Post

I too am having issues with Asus RMA. I called the first time to set it up and told them its only artifacting in SC2 and New Vegas. I said it does NOT artifact in demanding games like BF3 or Crysis. they said ok ship it to us. It was delivered monday to them says UPS I called yesterday to check the status and the guy said it doesn't show they received it. He says it usually takes 4-5 days to show they recieved it....What? What a joke.
But I kept my cool and just asked if they could make sure the problem listed is in the computer so they don't just say its good and ship back. He looked and came back to me and said ya we show the notes say it artifacts in demanding games like BF3. I told them no I never said that. I even included a note in the box of my problem and they still get it wrong. I told him to correct the info and he did.
So hopefully I get mine back fixed, but I doubt it. I know they will just run a high end game and see its fine and ship back. I swapped out for a gts 450 and SC2 and new vegas run fine.

always safe option to have one more for spare...
hehe
SubZero
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post #7 of 42
Quote:
Originally Posted by Fateful_Ikkou View Post

Yes it is, I decided that I'd test the motherboard because it might have been possible they replaced something on the motherboard and I think it just fried my spare CPU. When I press the power button everything comes on for a split second then shuts off. When I reset the PSU via the switch on the back then try again it does the same thing every time. I have stripped the case apart looking for any possible shorts and haven't found anything indicating a short as of yet. mad.gif

I still can't get how the board just warped. Did you try slowly bending the board back into place? If anything, it sounds like the board came back even more screwed up than it originally was.
Kukumonster
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A pleasant surprise :)
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Kukumonster
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A pleasant surprise :)
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post #8 of 42
Thread Starter 
Quote:
Originally Posted by PunkX 1 View Post

I still can't get how the board just warped. Did you try slowly bending the board back into place? If anything, it sounds like the board came back even more screwed up than it originally was.

I believe it was warped from the factory, but I didn't check to see if the motherboard was warped when I first installed it cause I was still a noob back then and just assumed everything would work just peachy. rolleyes.gif

Yeah I agree, before I sent it in the board would turn on and would immediately show a red cpu light but it wouldn't turn off. Now it just flickers and dies...and apparently kills CPUs. doh.gif
post #9 of 42
Quote:
Originally Posted by Fateful_Ikkou View Post

I believe it was warped from the factory, but I didn't check to see if the motherboard was warped when I first installed it cause I was still a noob back then and just assumed everything would work just peachy. rolleyes.gif
Yeah I agree, before I sent it in the board would turn on and would immediately show a red cpu light but it wouldn't turn off. Now it just flickers and dies...and apparently kills CPUs. doh.gif

Did you try the CPU on another board?
Kukumonster
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A pleasant surprise :)
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Kukumonster
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A pleasant surprise :)
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post #10 of 42
I feel sorry for U.

I think ASUS has been doing this for the past 7 years in India( Just Google : The Rashi RMA Experience Thread ThinkDigit.com) and XFX also follows a similar story.
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AMD FTW!!!!!!
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