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My Asus RMA Horror Story!

post #1 of 21
Thread Starter 
So about 2 months ago I started having black artifacts in some of my games with my Asus 7870. I did all the basic troubleshooting and re installed everything including the OS. Finally got RMA approval. Sent the card in and told them it playes High end games just fine its just Sc2 and fallout games so far. I called back when they received it to check and make sure they knew the issues. He told me it says in the notes that it only artifacts in high end games like BF3?!?!?! Seriously? I told him no those are fine its only in SC2 and fallout games. He said OK and updated the notes. I called the next day to double check and the notes where still wrong!!!

After doing this 3 times I posted here on OCN and Grunion who is a retired moderator took out his free time to help me and got everything corrected. So finally my GPU was being repaired. I got it back a week or so later and it still was having the exact same problem. They did not fix anything successfully anyways. So I called back to weeks ago and they said they will do an advance RMA and I had to wait 2 days to here back from the warehouse if they had a replacement ready. I didn't hear anything for two weeks until I called yesterday. They said Call back today and if they did not have anything I would be shipped an upgrade for the trouble and wait.

I called back today only to be met with attitude and false promises again.

The tech told me they are submitting a request to the warehouse again for stock and I would have to wait two more days for a reply and if they still did not have any at that point, I would have to send my card back for repair!!! Are you kidding me?!?!?! They said if they cant repair at that point then maybe and upgrade/replacement would be issued.

I am beyond pissed off right now, 2 months later and no working GPU and no word on if I will even see a working one within another month if at all?!?!?!

I said that is unacceptable I want one now I have been jerked around to long. He handed me over to his supervisor and he said the exact same thing. I completely lost my temper and told him your RMA service is horrible and will never buy a shody product from you again. He then told me We are a multi million dollar company and obviously make perfectly good products and have a great RMA service. I said if your that rich why are you so scared to just upgrade me to a 400 dollar GPU? wich is the only upgrade path from a 7870.

I am so livid that a was shaking at this point. Asus is no more for me, and will never be sold in my PC shop ever again. The RMA department is horrible and I still have a busted GPU in my computer, with no word if I will ever see a working one.

Is there a head supervisor I can talk to? this is completely infuriating and by far the worst company I have ever dealt with.

Each time I call I get someone who just lies to me and the company as a whole just drags their feet with the RMA process.

I would not buy a Asus product if I where you guys to avoid the possibility of dealing with their horrible RMA service. I was a huge fan of Asus and always recommended their products but after this experience I will stick with a company that sticks to there word.


/Rant
Upgrayedd
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post #2 of 21
I am sorry to hear this man... my advise contact the bbb that might help it out getting something taken care of.
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post #3 of 21
Thread Starter 
BBB wont do anything except show a bad rating from a customer one their website. I just want my GPU working or a better one in its place. Asus is a joke of a company and cant believe they would do this. They where the best out there at one point.
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post #4 of 21
Ouch, sorry to hear that man frown.gif

I really like ASUS' products, but their customer service has become shoddy (at best) over the past few years.
Hope they can pull their act together because eventually this kind of thing is going to have a direct impact on our (enthusiast) market segment.

Although perhaps that's what it will take for them to shape up...
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post #5 of 21
That sucks. I just finished an RMA of my gtx670 with them, took a full month from shipping out to getting a new card plugged in my PC. Luckily I wasn't using my PC much in the meantime.
post #6 of 21
Quote:
Originally Posted by Dimaggio1103 View Post

BBB wont do anything except show a bad rating from a customer one their website. I just want my GPU working or a better one in its place. Asus is a joke of a company and cant believe they would do this. They where the best out there at one point.

You will be surprised on what they can do. I had an issue with gigabyte and they wouldnt replace a defective part under warranty. I went to the BBB and they got them to fix the issue.
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post #7 of 21
Thread Starter 
Quote:
Originally Posted by candy_van View Post

Ouch, sorry to hear that man frown.gif
I really like ASUS' products, but their customer service has become shoddy (at best) over the past few years.
Hope they can pull their act together because eventually this kind of thing is going to have a direct impact on our (enthusiast) market segment.
Although perhaps that's what it will take for them to shape up...

I agree it seems like they outsourced it, or just have a bunch of chimps working back there.
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post #8 of 21
I hate ASUS now, ever since I've been hearing all these horror stories.

I've even sold my ASUS parts (motherboard and GPU) and bought respective versions from reliable companies. If you EVER get a working card back, I suggest you do the same, their customer service is so shoddy, that if your part does manage to fail (ASUS parts are REALLY good though, and I still love the components themselves, but not the company), your not getting another one until you buy one.
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post #9 of 21
Thread Starter 
Yea it really sucks cause I was looking forward to playing Borderlands 2 and Black Mesa. I cant use onboard graphics because my monitor does not have HDMI and that all my board has. mad.gif

Never again Asus jerks. They really messed up here. I will be bad mouthing them forever on here, and I own a PC repair shop and do custom builds alot so I will never use their products for that either. Was such a simple fix but they gotta drag their feet on doing it.
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post #10 of 21
from personal ASUS RMA experience
1 good
1 bad

in the good experience it was a direct swap of a 7970 the new replacement was perfect!
in the bad experience it took me 3 tries, as in RMA'd 3 times before i got a good card

which technically really translates into

1 good xp
vs
3 bad xp
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