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ASUS Motherboard Warranty/RMA Denied (plus awesome XFX Support) - Page 10

post #91 of 155
Quote:
Originally Posted by RagingCain View Post

On the phone now with ASUS.
I apologize for not editing out the psychotic hold music. Files aren't edited, or cut, they were simply stopped recording in between holds to reduce file size.
ASUS Call Part I - (Daron, Aaron, & Angel)
Link Removed
ASUS Call Part II - (Rob)
Link Removed
After hold period of Part II, some personal information was both given and needed from me, so I left it off.
Results: Advanced RMA replacement, waiving any costs to me.
Edit 1:
Removed, the phone calls in the potential event it is illegal. That being said all calls were being recorded and/or monitored entering in the ASUS Phone menu.
Although there was nothing damaging, in fact Robert's response would almost nullify a lot of this thread, I will be respectful of both ToS and the law.
Edit 2:
Oklahoma Summary of Statute 176.4 (West 2012)
Although the Internet is a hazy jurisdiction, I will defer to the moderators on how they would like to go about it.

Hi RagingCain,

I'm curious on how things were resolved finally? I understand that Asus will ship you a replacement board at no (further) costs to you?

I also gather that you already replaced the Asus board for another board since you couldn't wait such a long time for Asus to respond and properly react to your (in my opinion) legitimate warranty repair/replacement request.

I just like to understand if Asus finally agreed with you and met their (probably legal) obligation to honor your warranty claim?

By the way - if that is so you are my hero! You brought up a perfectly legitimate case of warranty repair and shared it with us in a very matter-of-fact way, without bad language etc. I sincerely hope Asus learned a lesson for others who may have similar problems. If not, there are other manufacturers.

For me it's a different story. Asus officially doesn't support Linux (I got that in writing from Asus), which means that I can't recommend Asus to anyone who isn't a die-hard Microsoft fan. Since Asus seems to follow a single vendor strategy (i.e. Microsoft for the OS), any serious corporate buyer would outright delete them from the supplier list.
post #92 of 155
Pretty sure you can just inform them it's being recorded like they do you. They can't object, just hang up.
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post #93 of 155
Asus RMA support has been horrible for many years. When their products work they're the best, when they have to go back for repair be prepared for nightmares. I had a 1 month old P8P67 Deluxe that the drive controller failed on in April. Asus sent me back a refurbished repair board with non-functional lower fan headers. Since I had molex connectors for the fans I used them and kept the board to avoid waiting another 2 weeks for another questionable replacement. One month ago the USB 3.0 ports quit working and I did another RMA, I managed to get an advanced RMA authorization from their corporate office and a prepaid shipping label for FedEx. I had to drop off the board at FedEx then verify it was in transit back to Asus. They were then supposed to ship me another board. After waiting nearly two weeks I called to see where the replacement board was. Nobody knew so I called the corporate contact. I kept getting promises of a return call "In 10-15 minutes" that never came in all 5 of my calls. Finally I got notice that they had my defective board at their repair facility that's about 300 miles from where I shipped it from. Four days after that I got the notice that a replacement had been shipped out. It arrived Tuesday and I discovered that it was the same board I had sent back. The fan headers were now working but RAM slots A1 and B1 weren't. I never got the see if the USB 3.0 was fixed because it kept Blue-screening shortly after Windows loaded. It went back last night and I'm now waiting again to see what disaster they ship this time.

In early 2006 I sent back my A7N8X 2.0 that died. A month later they sent it back saying it couldn't be repaired and they didn't have another in stock to send me (there was still a few months of warranty left). I put it in my pile of dead and obsolete hardware and forgot about it. Last summer I found another A7N8X 2.0 on Craigslist for $10 with a XP2600+ CPU thrown in. I bought it but discovered the board had a dead keyboard port. Out of curiosity I dug out my old A7N8X, cleaned all the dust off it and swapped EEPROM's with the other board. Lo & behold the "unrepairable" mobo was fully functional and is now in a vintage rig with a 3200+ 400fsb Barton in it. So much for their diagnosis skills.

I had a 26" Asus monitor that had to be RMA'd 5 times before they finally fixed it somewhat correctly. I had a A8N32-SLI that died after a few months that took 6 replacements before I got one I accepted and that was because they sent me a new one in the box. I sent a M2N32-SLI Deluxe back and at first they claimed it was physically damaged when they got it. It was in pristine condition other than not working and I had a very credible wittiness to that fact ( a high-ranking executive from a major corporation) that was present when I boxed it for shipment. After a certified letter from the wittiness was sent to Asus they replaced the board with a new one. I now take pictures of everything I send back to them.

I maintain all computers at a radio station and have never had problems with Corsair, Silverstone, BFG, Western Digital, Sapphire or Seagate on RMA's. I had a problem with XFX over two 8600GT's with bad caps that they refused to warranty. I fixed them myself for under $10 and will never buy any of their products again. I've been using recent top-end ASRock boards for my own builds for the past year and have yet to RMA one. I think I'm going to order up a Z77 ASRock board and dump whatever Asus sends back on Craigslist if it's functional.
post #94 of 155
Thread Starter 
Quote:
Originally Posted by powerhouse View Post

Hi RagingCain,

I'm curious on how things were resolved finally? I understand that Asus will ship you a replacement board at no (further) costs to you?

I also gather that you already replaced the Asus board for another board since you couldn't wait such a long time for Asus to respond and properly react to your (in my opinion) legitimate warranty repair/replacement request.

I just like to understand if Asus finally agreed with you and met their (probably legal) obligation to honor your warranty claim?

By the way - if that is so you are my hero! You brought up a perfectly legitimate case of warranty repair and shared it with us in a very matter-of-fact way, without bad language etc. I sincerely hope Asus learned a lesson for others who may have similar problems. If not, there are other manufacturers.

For me it's a different story. Asus officially doesn't support Linux (I got that in writing from Asus), which means that I can't recommend Asus to anyone who isn't a die-hard Microsoft fan. Since Asus seems to follow a single vendor strategy (i.e. Microsoft for the OS), any serious corporate buyer would outright delete them from the supplier list.

By the time I got the first part of the story out to Rob, Rob apparently had access to the emails I had sent to "Monica @ ASUS", and was going through them. Before I even had to finish he basically said, and I am paraphrasing, it was completely unacceptable. In addition to that he could see absolutely no damage in those images and he is just going to make this right for me. I then continued on by stating while I understand if there was a problem, I wanted to make it clear on my end I had done everything well and I hope you guys ask around as to what caused all of this.

Rob does not work at ASUS HQ, while Monica does. I wanted to stipulate this.
Edited by RagingCain - 10/19/12 at 9:46am
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post #95 of 155
Quote:
Originally Posted by RagingCain View Post

By the time I got the first part of the story out to Rob, Rob apparently had access to the emails I had sent to "Monica @ ASUS", I am paraphrasing and was going through them. Before I even had to finish he basically said it was completely unacceptable, he could see absolutely no damage in those images and he is just going to make this right for me. I then continued on by stating while I understand if there was a problem I wanted to make it clear on my end I had done everything well and I hope you guys ask around.
Rob does not work at ASUS HQ, while Monica does. I wanted to stipulate this.

gotta love that...when the rep at HQ says its your fault and the other guy goes "the hell is this!?"
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post #96 of 155
Thread Starter 
Quote:
Originally Posted by PCSarge View Post

Quote:
Originally Posted by RagingCain View Post

By the time I got the first part of the story out to Rob, Rob apparently had access to the emails I had sent to "Monica @ ASUS", I am paraphrasing and was going through them. Before I even had to finish he basically said it was completely unacceptable, he could see absolutely no damage in those images and he is just going to make this right for me. I then continued on by stating while I understand if there was a problem I wanted to make it clear on my end I had done everything well and I hope you guys ask around.
Rob does not work at ASUS HQ, while Monica does. I wanted to stipulate this.

gotta love that...when the rep at HQ says its your fault and the other guy goes "the hell is this!?"

That's why I posted the phone call, he sounded stunned AND kind of pissed.
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post #97 of 155
Quote:
Originally Posted by RagingCain View Post

That's why I posted the phone call, he sounded stunned AND kind of pissed.

if i was in his shoes "monica" would be getting a very angry phone call.

people have always downplayed XFX service wise, theyve improved vastly. i have a pair of 5770s that both died one after another, before the 6 series came out, XFX took 2 weeks turn around, and i got brand new reference model cards like i had asked politely for in my RMA.

6850 bit it last thursday, sent it in, new one arrived this morning. thier service ballgame is improving from what it used to be.

i only have the pair of MSI cards because i couldnt find another reference 6850 to make a pair of XFX cards
Edited by PCSarge - 10/19/12 at 9:58am
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post #98 of 155
Thread Starter 
Just a weekly bump, old motherboard is on it's way back with a prepaid shipping level.

I am wondering what this damage, that is physically there, will affect this.
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post #99 of 155
I'm always surprised at all the crazy CS stories that take place in NA when compared with the CS experience here in Asia. WD sent a replacement hard drive to me from Singapore next day, G.Skill sent me replacements from Taiwan next day, Corsair freaking delivered a replacement PSU to my door step. I guess the price difference pays off in the event that something happens.
post #100 of 155
gave up on asus awhile ago when i had to rma the same router 3 times... they have pretty good products but their support is garbage
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