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ASUS Motherboard Warranty/RMA Denied (plus awesome XFX Support)

post #1 of 155
Thread Starter 
I have confirmed a few cases, on my own, of extremely similar situations matching my own on the ASUS RMA experience.

I am not just venting, I am informing the community, and suggesting ASUS fanboys like myself might want to consider shopping around more.

There are updates underneath the original post and there is a timeline at the very end so you can see how long this has been going on.

RMA Parts Involved:
2x XFX Radeon HD 7970 Black Editions
1x ASUS Sabertooth TUF Series P67 (Rev. B3)

RMA Story:
Basically, one day randomly the computer turned off during gaming, and refuses to POST. Simple enough trouble shooting turns into the dreaded dead GPU. Water cooling loops are a bit of a pain to deal with, but eventually I contact XFX, explain the situation, they set up an RMA (with XFX knowing full well the video cards were water cooled). I find time to tear the loop apart, pull out dead GPU and decided to go solo GPU not knowing how long the XFX RMA would take. I packaged the first GPU up, and before heading out, I fill up the water loop, check for leaks, and turn it on. Computer works for about 8 minutes total.

Troubleshooting again... GPU2 is now dead. This time with burn/carbon scoring on the back plate, no damage to the PCI-E gold pins on either the socket or the card.

I fairly logically would say its the PCI-E Slot or my PSU. It turns out that my PCI-E 2.0 x16 Slot #1 was the culprit. I contacted XFX, wait a day for the response, and they very politely, AND without question, go ahead and just add the second card to the RMA.

At this point I contacted ASUS about getting a RMA on the motherboard, suspecting it was the culprit, but I don't hear back from support for roughly 3 days letting me know the Serial Number was cut off half way through the process. I respond to the email, and wait a few days and realize nothing happens so I have to submit a new RMA fomr all over again and begin to wait a few more days for an RMA number.

We are going on week 3 without a WinPC at this time (aobut the start of August).

The GPUs arrive at XFX on that Monday. Thats right, within about 36 hours of receiving the dead GPUs, basically the start of week 4, I am contacted by XFX. Both cards were deemed faulty and replacements sent to me in the mail. Half way through week 4 I received both video cards. Within in a single week and a day of shipping to XFX, I have 2 new (maybe good conditioned refurbs) 7970s. Turns out the cards are the newer revision 7970s but fit with my water blocks. The cards are fantastic. Real kudos to XFX.

By the end of week 4 still not a peep from ASUS. Now I go on their RMA tracking website, and begin checking daily for a status update. Half-way through week 5, it finally had a status of received and in testing. I hear nothing from any support staff member, nor hear anything back about the boards safe arrival. Fine, no big deal, I have the information I need anyways. Leaving it for a few days, the start of week 6, ASUS have not been in contact. So approximately 2 weeks now. Just casually checking it, I see that they are waiting for a customer response. There is nothing on the ASUS VIP technical inbox, nor anything in my contact email. I have to call ASUS to find out whats going on.

First caller, Marty, says there was damage, and no damage is covered by the warranty (thats not even technically correct.) They will come with a quote for replacement, as a repair is impossible. I am not paying anything at this point unless I am truly responsible, so I ask for photos, caller agrees to sending me photos. The damage sounds like the PCI-E slot housing where the GPU enters. I immediately emailed him (after asking for his personal email) an image of the PCI-E slot before shipping, fairly decent quality of no visible damage. I gave it a once over before shipping it.

48 Hours goes by and nothing.

Second call gets placed, let's say a Mark, guy says basically the same thing, apologizes for the trouble I am having, and then I request again to see pictures of the damage, he explains that he can only request them himself from the service depot. Completely understandable. He assures me that I will get pictures, but give it a day or two.



A couple of days go by and I get this email and photos:
Quote:
Dear Mr. / Ms. RagingCain

Your RMA has been received; however there is a delay in processing as your unit was received with (missing pads/damaged PCIEX slot), which is not covered under the ASUS manufacturer warranty. Due to the severity of the physical damage your unit is not repairable and needs to be replaced. For your reference, please review the attached pictures. For more information in regards to types of damage not covered under ASUS manufacturer warranty, please visit http://service.asus.com , http://support.asus.com , and/or refer to your User Manual. If you would like to continue with the RMA process for your ASUS product, please return the completed and signed credit card form by one of the following methods:

Fax: 510-797-2102 (Attn: Monica)

Email: @asus.com (PDF/JPG formats accepted only)

Payment will need to be received no later than (9/24/12) to prevent your RMA from being returned unrepaired on (9/25/12). The repair process will take approximately 5-10 business days for repairs to be completed once payment has been approved.

Cost of Replacement(all amounts are USD) – enter amounts on credit card form PRIOR to printing the form:

Parts - $ 154.00

Shipping – please select one shipping method only on credit card form

Sales Tax** – please select one option only on credit card form

**Only if you reside in California or Canada will sales tax be charged. If you are outside California or Canada, please select “none”.
All credit card forms must be received with a physical signature for credit card payment processing. If sending via email, you will need to complete the form, sign, and scan as a PDF/JPG format.

Best Regards,

Monica

Funny, that costs more than a new Saberooth P67 (which of course is a refurb replacement.)

Image quality is terrible... no visible damage though.

This is "missing thermal pads". If you notice that's the back of the motherboard. Nothing is on the back of a Sabertooh P67 TUF Armor motherboard.


No idea what this is pointing to.


My response:
Quote:
Hello Monica,

I am going to need way better quality images, my microscopic vision is not what it used to be. I am also going to ask to speak to a manager.

I am asserting any claim that any non-electrical physical damage occurred at the facility. I have ample evidence of photographs of the product to backup this claim.

If in the non-detailed pictures, sent to me in the previous email, is implying the physical damage to a resistor from being blown, one can not prove that apparent resistor damage was not the cause of the motherboard itself, or even a faulty part or component on board. Any damage to the PCI-E slot would also coincide with am arc of electricity or potentially heat damage, from a video card the motherboard itself killed.

I had RMAed the board with potential electrical damage to the PCI-E slot, because it destroyed two video cards approximately 1000$ in damage. There was absolutely no trace damage, physical removal of components, or improper handling of this motherboard. This motherboard had an electrical fault that destroyed 2x video cards before it was identified and that would clearly indicate the motherboard itself had become defective before any warranty or guarantee expired.

If you need proof of secondary component damage, i.e. the video cards, I will provide images of the video cards with melted and fried components. I can also provide RMA transcripts and status' directly related to this motherboard, both of which, have already been replaced and are back in my possession with no questions asked.

Also, it is slightly insulting, that your pricing of the Sabertooth P67 refurbished is 2x higher than that of a 3rd-party vendor offering warrantied refurbished parts cost.

I honestly expected better from ASUS, having been a very long time customer of your company.

RagingCain

You guys can take what you want from it, but I am not happy, nor am I shopping for ASUS parts any longer. RMAs are never fun to deal with but being denied a warranty, on a board sold with one of the best in length warranties available, for either cosmetic damage or damage I could not be responsible for at all, just pisses me off.


First Update:
4 days and no new information. Noticed they adjusted the "receive" date though. Did say the 7th.




Second Update:
Email sent to Monica @ Asus after no response from my first attempt and figuring out whats going on.
Quote:
Been 5 days now, 3 business days, have not had an email of acknowledgement.

RagingCain

Third Update:
Her response, 7 days after initial email.
Quote:
Dear RagingCain,

It would be nearly impossible to take a picture inside of the PCIEX slot. However, you can clearly see where the pads are missing form you unit. This is not covered under warranty. If you would like to move forward with having your unit replaced I can offer you a discounted replacement price of $120 (shipping waived). Please let me know how you would like to proceed.

Best Regards,

Monica
ASUS

My immediate response:
Quote:
I personally can see absolutely no damage in the PCI-E slot you sent a picture of, even if there was damage, what caused it? Is it physical damage i.e. claiming a user mishandling it, or electrical damage, i.e. a component was damaged inside the PCI-E slot. Furthermore, what are you talking about PADS? You sent me a picture of a PCI-E Slot and and a group of resistors. I have no idea what "PADS" you are referring to, but I have a feeling you have either left out an image, or you might be mistaken.

If there is a Thermal Pad missing from the motherboard, it was missing from the second it left the factory. That motherboard has not had any work on, the TUF Armor if you will, has never been removed, the only thing that has been physically done to it, was installation to a case.

Where is the manager I asked to speak to? It has now been 6 full days, 3 full business days, since my response to the first email, to respond back to me, with no "new" information, without providing me a manager to speak to, better photographs that CLEARLY show damage. I am to wait another week for a response contacting me?

These motherboards have a 5 year warranty, as a part of your TUF series. Here is a location of your warranty PDF, I have just re-read.
http://event.asus.com/2011/mb/TUF/image/TUF_5Year_Warranty_Notice.pdf

3. There is damage caused by an external electrical fault, any accident, natural disaster, intentional or accidental misuse, abuse, neglect or improper maintenance, or use under abnormal conditions.

I want to bring your attention to North American Limitation number 3. Since there is electrical damage (I am assuming, I can't see anything in the images), I had already suspected this as the board has killed 2 GPUs. It is the reason requested the RMA, but again, I claim that it was an electrical fault of an internal nature that you have failed to prove otherwise. If I take this to small claims court, to prove me wrong and win even this small case, you would have to prove that the this motherboard would have acted completely within normal operating parameters and the issue at hand comes due to the negligence of the user or another component in my system.

To just deny my warranty based off of physical damage, goes against your Warranty PDF as it is implied other forms of damage such as component failure internal to the motherboard systems would not be denied. This product was purchased specifically due to its lengthy warranty and past experience with ASUS support. I am just so disappointed by this experience from a company as I believe I have over 6 components registered alone equally totaling a few thousand dollars. You can consider no more future income from me, and those close to me. I am sure that doesn't mean much these days... I am going to go ahead and post this information/transcript on Overclock.net and I will be suggesting to others to avoid your products from here on out. I have already seen 5 other specific/unique cases of high-end users having RMAs denied for physical damage but was clearly evident that damage was cosmetic, non-existent, or profusely claimed damage occurred out of the users hands (photographic evidence of non-damage state included.)

Respectfully,

RagingCain


Fourth Update:
Sigh. So here is the end of week 12 it feels like. No update to the RMA status this morning, whatever, I have Modern Physics homework due today, so I will just work on that, have a non-ASUS on the mind kind of day. It was going really well. Thats when I logon to the new ZA-Z77X-UD5H and see this little delight notice. Only this, still no response from "Monica". I am sure had they done something nice, like replace the board, that would have gotten back to me first. Instead, we are all probably sure, the board is being returned back.





So still no response, this is my 2nd consecutive email to her/ASUS.
Quote:
I would just like to let you know, your RMA website contacted me today with a FEDEX return to me. The RMA website had no new status this morning. I have not monitored this site all day, but there has been no other communication.

Likely event you have either:
Optimistic Scenario - Don't want to deal with me anymore, have sent me another board that is hopefully working.

Pessimistic Scenario - Your haphazard system has deemed my board due for return automatically by the imposed 5 day deadline you had previously sent me.

I would say I am fairly displeased. Don't take any of this personally either Monica, but unfortunately for you, you are my only direct contact to ASUS at the moment. I would recommend handing me off to a Manager. See #2 below.

Reasons for Disappointment
1.) Still no reply from you, or anyone at ASUS, on my last email going 8 days now.
2.) Returned my board. No other information given.
2.) Still no manager.
3.) Still no confirmation of damage.
4.) No corrected statement regarding Thermal Pads.
5.) No response to the TUF 5 Year Warranty terms, specifically North American Limitation #3.

I am not going to bring up any more legal retort. Your lawyers could crush me and I can't really afford legal representation.

I do have a little bit of extra time. I can, and will, afford a brief 5 minutes each day, from now till they shut down Overclock.net. To keeping this thread (LINK) I am sure interest will wain in my particular case, but I will make sure its at least the top of the list once a day.

That Forum Link Is Again:
http://www.overclock.net/t/1310484/asus-motherboard-warranty-denied-plus-awesome-xfx-support/0_50

Or if links are blocked through your exchange routing/security:
You can search on Google: ASUS Motherboard Warranty Denied (plus awesome XFX Support)
It is currently #1.

Or if Google Searches are Blocked:
Navigate to www.overclock.net. Then you can search for: ASUS Motherboard Warranty Denied (plus awesome XFX Support)

I hope you have a good weekend.

RagingCain



Sixth Update - Board Arrived Back To Me:
Quote:
Well, the motherboard did arrive back. I will definitely get a look at the supposed damage and post actual photography.

This was... something else.



Seventh Update - A Closer Look At The Damage:
Quote:
Right off the bat, I was upset. They returned my board without the motherboard box in which it came in. It's just card board but that still irks me.



Okay, resistors have been physically removed. No idea what would caused it but there is no burn trauma. They have been physically scraped off. They are also under the RAM slots.... so nowhere near the PCI-E slot that is damaged (the only issue this board went in for.)





The silicon around the resistors show no marring, scratching, gouging, or any other trauma. This looks like they were removed with precision, at least enough precision to show it does not look at all like some accident. That is a little bit of a stretch but there is very little imagination involved here. I will let you guys decide for yourself.

The PCI-E slot itself appears to have two pins bent back (north side looks missing) and the south side clearly shows the gap. Both pins are in fact equally bent back symmetrically. Really baffled at how this could happen. It doesn't help that the arrow is about half an inch away from the actual problem (assuming this is what the arrow is in fact referring too.)







Anybody have an idea of what this group of resistors purpose is?

Unfortunately, the many photos of my board don't show this level of focus on the parts. From afar the PCI-E slot/resistors looks fine. So essentially the photos I took before departure a little less than useless in this case. Had they ripped off a heat sink of the TUF armor, then I would definitely been covered.


ASUS RMA Timeline:
Quote:
Getting the RMA:
RMA #1 Form Filled - August 19th, 2012
RMA #1 RMA Accepted #USPC282764 - August 21st, 2012
RMA #1 Rejected - SERIAL WAS INCORRECT (Cut in half more like it) - about - August 22nd, 2012
Corrected RMA Serial Number in Response Email - about - August 22nd, 2012

No reply for 3 days.

RMA #2 Form Filled (Just refilled an RMA form) - August 25th, 2012
RMA #2 Form Accepted #USPC282764 - August 26th, 2012 <- Same RMA number so I assume it was a human being accepting and rejecting.

Motherboard Receive Date:
September 7th, 2012 - For the first week.
September 13th, 2012 - Changed after RMA was denied? UPS Usually take 17 days on a package?

RMA Status on Website - Shows Denied / Waiting on Customer / Out of Warranty
September 15th, 2012 - Absolutely NO contact from ASUS. I have to call them.

My Phone Calls to Asus:
September 18th, 2012 ~ Promised Photos in email shortly. Nothing gets done.
September 20th, 2012 - Polite guy apologizes, tells me more realistically he has to request images himself, they are from the repair facilities.

Monica @ Asus via Email:
September 20th, 2012 - Damage Claims with Low Res Photos - Better response time, terrible information.
September 27th, 2012 - "PADs are missing" + Discounted Offer of only 120$ for a new board.

RagingCain @ Internet to Monica @ Asus via Email:
September 21st, 2012 - Unresponded
September 26th, 2012 - Responded to by Monica on September 27th, 2012.
September 27th, 2012 - Unresponded
October 5th, 2012 - Response to Automated Board Returned - Unresponded

Board Sent Back To Me With No Other Notice:
October 5th, 2012

Motherboard Returned Untouched:
October 9th, 2012 - Returned

My Phone Call to Asus:
October 9th, 2012: Asking to Speak To Management, Bill @ ASUS gets his immediate supervisor and two other supervisors together promises callback.

Short & Sweet Time Line:
RMA Attempt Began: August 19th, 2012
RMA Denied: September 15th, 2012
Contacted ASUS By Phone: September 18th, 2012 - Inquire about Rejected RMA / Request More Info, then Photos.
Contacted ASUS By Phone: September 20th, 2012 - Inquire again about Rejected RMA / Photos, after 48 hours of no information.
Contacted by ASUS By Email (Monica @ ASUS): September 20th, 2012 - Two poor images, Rejection Noticed, Offer Cost for a Refurb Replacement
Received only one more email from Monica since: September 27th, 2012 - Sent 2 emails to Monica, only one responded to.
Ignored by ASUS for about 8 days, and board sent back: October 5th, 2012
Board Arrived: October 9th, 2012 - Notice of Rejection w/ no response from Customer

Last contact of ASUS Customer Support actually reaching out to me: September 27th, 2012 - A Total of 16 Days
Currently: October 13th, 2012 - Awaiting a Call Back.

Edited by RagingCain - 10/13/12 at 10:21am
Snowdevil
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post #2 of 155
I quit using Asus two years ago and havent looked back because of there inflated prices and lower then usual quality..... switched to AsRock for system builds and they seem to be extremely solid.
post #3 of 155
ASUS has been just going downhill with warranties lately. So many people keep getting items reported as damaged and then just having their claim denied that it isn't even funny. You should probably just keep trying because there is no way that they can get away with this. At least XFX is still providing great service after all these years.
post #4 of 155
Quote:
Originally Posted by TheSocialHermit View Post

ASUS has been just going downhill with warranties lately. So many people keep getting items reported as damaged and then just having their claim denied that it isn't even funny. You should probably just keep trying because there is no way that they can get away with this. At least XFX is still providing great service after all these years.

Which is surprising for xfx glad to see there picking up there game.
post #5 of 155
ASUS used to be one of the first brands that I recommended up until about a year ago when I actually had to deal with the "service" side of the company.

***Wall of Text Warning***

I went through what I call the "ASUS RMA Runaround" three times with a laptop that had a faulty GPU. The first time they didn't event pop the screws on the chassis (placed wax in the head of the corner screws on the advice of a friend who also played this game with ASUS) they just sent it back and said it "powered up and looked fine". The second time they opened it, supposedly changed the GPU and managed to put a 6" in scratch in the screen. The desktop started to artifact within 5minutes of being it on. The third time they replaced the screen and the GPU (again). When it showed up the space bar had been popped off and the clips that held it to the spring bar where broken, at that point I said screw it and scotch taped the lower half of the bar to the chassis. Being without a $1500 laptop for the better parts of 5 months was enough. (I eventually replace the keyboard myself)

Another thing that has made me shy away from their products was their absolutely horrible support on the O!Play media players. They would ship faulty firmware after firmware that could barely handle basic media features. Each and every update would tack in more, often broken, features and never actually fix any of the main issues that were complained about in their official forums. When a custom firmware became available from I third party I starting using that and never looked back.

ASUS has, for the most part, great hardware when it works... But when something breaks and you have to deal with the customer service side which from my experience is a wretched, wretched mess.
post #6 of 155
There seems to be incompetent, lack of common sense regarding RMA's with just about every company, sometime you get someone who is just ignorant and sometimes you're lucky getting a rep with intelligence. The pads would be located under the chipset and VRM's, what did they say after you told them that it might be electrical damage? If there were missing thermal pads this is icing on their cake to deny an RMA! Don't give up keep fighting!
post #7 of 155
Thread Starter 
Thanks everyone, I was just honestly surprised. My last RMA wasn't terrible but it wasn't great, this was just so unexpected.

I will update as the status proceeds, but I am assuming they will continue to deny it.

I went ahead and got a Gigabyte board, GA-Z77-UD5H, if anyone is wondering.
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post #8 of 155
Thread Starter 
4 days and no new information. Noticed they adjusted the "receive" date though. Did say the 7th.

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post #9 of 155
Yet another terrible asus rma story......

Hope they do the right thing for you
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post #10 of 155
Everything you stated was reasonable, my GOD i didn't know a company like Asus has such a rep like this. Reading your post angers me, i don't even know how angry you, yourself would be. They have to cover it, it's obvious that the PIC-E slot is over volting, and damaging etc... Get a statement from XFX and send it to Asus.
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