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ASUS RMA Fail

post #1 of 19
Thread Starter 
So a few weeks ago I bought an Asus 670 DCU II Edition to compliment my new Overlockable Catleap Q270 120hz 1440p monitor. The card worked fine when I received it. Coming from a 480 it was a huge upgrade. I was running BF3 between 80-100 FPS with mostly everything on Ultra @ 1440p 120hz. Then one night while I was owning at BF3, my screen froze up. The sound started looping and my system crashed. When I started it again I had no video output from the video card. Tested it in another system and I quickly determined that the card had died. Threw my 480 GTX back in and it worked fine. I called Asus the next day and sent it in for an RMA. This is where it gets icky.

About a week later I got the card back, same exact card, popped it in my computer; nothing. Same problem, the fans spin but no video output. I called Asus again, furious this time. mad.gif The lady on the phone told me she would do an advanced RMA. I would receive a shipping label in an email within 48 hours and once they confirmed I shipped the broken card back they would ship me a new one. Well that was almost two weeks ago. I've called every two days since then and get the same answer: "We are testing a card and you will get an email within 48 hours". I've played phone tag for over an hour trying to talk to someone who could actually help me, but I always end up getting disconnected or get the same answer "48 hours". At this point I can only hope I get a working card sometime this year.

After all this I can't say I would recommend anyone buy an Asus product. I can't speak for other manufacturers, but ASUS's RMA process is hell. I'm going to post this on several different message boards just to make people aware of the trouble they might have to endure.
post #2 of 19
I'm going with EVGA or MSI from now on.
post #3 of 19
Asking for a supervisor tends to work well in these type of instances. The rep is trying to keep reship rate down so they do everything they can not to ship something. Supervisors on the other hand don't have a reship rate as its called so they can help faster.
post #4 of 19
Thread Starter 
Quote:
Originally Posted by Art Vanelay View Post

I'm going with EVGA or MSI from now on.
I've had a few MSI and EVGA products and have never had a problem. My friend had no problem RMAing his EVGA 560 Ti.
Quote:
Originally Posted by Nicoderm View Post

Asking for a supervisor tends to work well in these type of instances. The rep is trying to keep reship rate down so they do everything they can not to ship something. Supervisors on the other hand don't have a reship rate as its called so they can help faster.
Already did that and was passed between two different people. Basically got the same answer and was finally disconnected after over an hour.
post #5 of 19
Really sad to see companies doing this, when will they learn from others like EVGA or Corsair... This is another reason why I now always choose EVGA for my graphic cards.

I'm subbing to this to thread to see how the process ends, keep us updated. smile.gif
    
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post #6 of 19
I used to always go EVGA until they bumped everything down to a 3 year warranty. I just decided to go MSI so we'll see how that goes...
post #7 of 19
Quote:
Originally Posted by tha d0ctor View Post

I used to always go EVGA until they bumped everything down to a 3 year warranty. I just decided to go MSI so we'll see how that goes...

Well 3 year warranty is plenty for me considering I won't keep my cards for more than 1--1.5 years.

Not to mention the legal warranty period here in Spain is 2 years, so 3 years to me is a nice bonus. biggrin.gif
    
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Corsair H110i GT Windows 10 PRO ASUS ROG Swift PG279Q Corsair K70 RGB MX Brown 
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EVGA Supernova T2 850W Phanteks Enthoo Luxe Logitech G900 Chaos Spectrum Razer Destructor 2 
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post #8 of 19
Message me your case/rma #.
Mighty-iTX
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Mighty-iTX
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post #9 of 19
Quote:
Originally Posted by kcuestag View Post

Well 3 year warranty is plenty for me considering I won't keep my cards for more than 1--1.5 years.
Not to mention the legal warranty period here in Spain is 2 years, so 3 years to me is a nice bonus. biggrin.gif

Valid point. I don't think i've kept many cards over about that same time period but in the future I'm going to start keeping better cards around a bit longer for folding and distributed computing clusters so a longer waranty wouldn't hurt. Plus sometimes you run the chance of getting a better card back when you RMA an older model smile.gif
Edited by tha d0ctor - 8/24/12 at 5:37am
post #10 of 19
Thread Starter 
Update on this: After posting this story on the Asus message boards I got into contact with one of the mods/employees. He was slightly more helpful than the reps on the phone and is telling me that right now they are out of stock on replacement 670s. I'm not sure why the people on the phone couldn't tell me this and instead lied to me and told me "we are testing a card, you'll hear from us in less that 48 hours".
I've been told standard policy is that ASUS doesn't do RMA upgrades. But considering they are out of stock on my card and after everything they've put me through, I think they should make an exception.
Quote:
Originally Posted by grunion View Post

Message me your case/rma #.
Sent you a PM.
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