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ASUS Motherboard Warranty/RMA Denied (plus awesome XFX Support) - Page 6

post #51 of 148
First I read a Corsair bad RMA story and now this?!

I own products from both companies from which I thought had good reputations but seem to be doubting it now. Really sucks when the products are good and the service is bad. I will keep this in mind when purchasing next time and recommending others in person and on OCN.

advice? Keep at it. You'll get somewhere in the end!
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Animus
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post #52 of 148
emailing never helps..call them and ask for a free shipping label as well...if they hang up on you..try again
 
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post #53 of 148
A suggestion that might make them move a bit. Ask for a mailing address of their legal department in the US. Small claims court will not cost you much and you can sue up to the value of the product easily. You can also self represent which will save you on legal costs. Asus will be required to pay a lawyer to fly to wherever you file the small claims court lawsuit and of course pay for the lawyer's time.

Send them a very detailed and polite letter outlining the situations, the steps you have taken to remedy it and put a clock on it. Give them 15 business days to remedy the situation. After that go small claims... I sued a monitor manufacturer a few years ago for not warrantying a very expensive monitor. I won easily, was reimbursed for the full value of the monitor at the time of purchase as well. It took about 10 minutes in court. The small claims courts always favor the little guy.

What large companies worry about more than the cost of a nuisance suit is the precedent it creates. If you win against Asus for example, this case will be recorded as will the particulars of the case. This could easily work against Asus in future lawsuits.
post #54 of 148
asus rma is the worse, it seems that they have gotten so big they don't really care anymore. Their products are great until you have to rma it. I have totally stopped buying asus for this reason only.

OP good luck with your case, I hope you get a new board or at least a refund.
post #55 of 148
Thread Starter 
Quote:
Originally Posted by Robilar View Post

A suggestion that might make them move a bit. Ask for a mailing address of their legal department in the US. Small claims court will not cost you much and you can sue up to the value of the product easily. You can also self represent which will save you on legal costs. Asus will be required to pay a lawyer to fly to wherever you file the small claims court lawsuit and of course pay for the lawyer's time.

Send them a very detailed and polite letter outlining the situations, the steps you have taken to remedy it and put a clock on it. Give them 15 business days to remedy the situation. After that go small claims... I sued a monitor manufacturer a few years ago for not warrantying a very expensive monitor. I won easily, was reimbursed for the full value of the monitor at the time of purchase as well. It took about 10 minutes in court. The small claims courts always favor the little guy.

What large companies worry about more than the cost of a nuisance suit is the precedent it creates. If you win against Asus for example, this case will be recorded as will the particulars of the case. This could easily work against Asus in future lawsuits.

Haha, that does sound good, but it is so demanding of my time to setup something like that. Overclocker, Worker, Student, Lover, Cat Owner... just not enough time in the day. The trick so far is to keep as calm as possible. It is guaranteed to get you better results, even if they are not the results you want, much better results than losing it.

They are getting a department head involved, and will be contacting me on the phone very shortly (stated at of 4:30PM CST today.)

Unfortunately, I have already lost this.

While the quality of service/communication has been dreadful, the returned board does have significant damage. It will simply be a matter of "he said she said". As I have stated, any prior photos I do have of the motherboard did not include the level of detail to prove there this damage was not there before transit.

That brings up another token for lost cause, they will claim UPS did this, just to avoid blame or deflect the cost. While it may get me a new board, it doesn't protect other ASUS potential customers getting similarly denied warranties or product damage possibly on site.

My only logical course of action is to continue to handle things from a customer service angle.

I have emails, time stamps, recorded conversations, I can corroborate anything on my timeline in the main post. There simply is no excuse for their response times. I can understand it if I was an obnoxious customer, but when a customer comes to you well mannered, polite, and willing to work with you, there is no excuse to ignore or disregard them.

I simply began inquiring at the level of detail of the imagery, as it provided no additional aid to this bizarre claim of physical damage. The obvious misinformation of the RMA rejection (Thermal Pad's missing) so naturally I would be lost and somewhat defensive in that claim. There are no thermal pads missing for example. The claim of the inability to take a snapshot any closer or of better quality was doable, I did it. So what was the problem with getting back to me? I was too nice?

I am out of the 30$ shipping & packing & insurance. I am out the Sabertooh P67 TUF Series Rev B3 at a price of $193.98 at the time of purchase.

Odds are, had they not ignored me, and provided a real explanation of the problem was with imagery, I may have even re-purchased another board. Hopefully now, my 223.98$ lost of investment, will encourage a greater loss for Asus at this point.
Edited by RagingCain - 10/9/12 at 6:15pm
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post #56 of 148
Yes...I recently had a lot of problems with Asus's service. I was really sad to know that I won't be buying from a brand I once trusted so much. :|
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post #57 of 148
My 2¢...

First, their repair shop needs to invest in a digital camera with a Macro feature.

Second,
While the resistors may or may have not been "plucked" from the board, they should be a trivial 10 minute fix for any repair center worth a lick of salt. Those are some mighty clean breaks in the solder and the pattern along with the lack of surrounding damage nearly rules out customer damage. Best guess here is bad solder + heat + time = missing resistors. That or a lazy tech.

Third,
As for the PCI-E slot (assuming I am reading the PIC-E specs right)
A82 - RSVD#2 Hot Plug Detect
B82 - GND Ground
Both pins were most likely bent when assembled at the factory that manufactures the PCI-E slot or at the mother board testing stand at ASUS. The ground, being exposed to more current + heat + temp change either partially fractured or warped enough to no longer stay in contact killing your card. The fact that this is being called customer damage is complete poo poo on ASUS's part. Is it possible to forcible bend the pins back? Sure. Likely during a computer assembly? Not a chance.

Finally,
I guess the biggest concern for me, is that when I did repairs and computer maintenance most companies wouldn't bat an eye at running the course of replacing the entire internal workings of a computer even though the parts + shipping + billable time = many times the cost of the original machine. Yet here we have ASUS seemingly spending more time scouring the board for a reason not to replace it and then balking at replacing an under warranty, originally $200ish motherboard with a refurb that cost them next to nothing. (ok, probably $45.oo if standards for refurbs from the supplier still stick) And for what? A ton of bad press. And a lot less customers willing to take a risk on a bad part.

Come on ASUS, we used to love you and your products. Fix this thread and turn it into an ASUS success story.
    
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post #58 of 148
I think its a little late for a success story at this point. Im sure at this point were all looking for simply the right thing to do so Cain can walk away from this
    
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post #59 of 148
I suppose you are right, but I was in a bit of an optimistic mood earlier. Now the caffeine is wearing off so let us just say...
Quote:
Come on ASUS, we used to love you and your products. Fix this thread and turn it into an ASUS success story less of a fail story.
    
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post #60 of 148
Jeez, another one of these.

If you havnt seen my thread from a couple months ago, check it out. I had a similarly horrible experience from ASUS's RMA process as well. Ive got the whole story as well as photos.
http://www.overclock.net/t/1283674/hosed-an-asus-rma-story-update/0_50

Basically, there are too many other manufacturers that offer comparable products without the alarming number of bad cases. Every PC Ive ever built for myself has used an ASUS board and Ive recommended them to people many times. After my fiasco, my next will board will likely be Gigabyte or ASRock though. ASUS makes great products, just pray you never have issues with one of them because they will not support you.
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