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Another bad ASUS rma(UPDATE 03/12/13 - NIB motherboard recieved) - Page 11

post #101 of 147
Quote:
Originally Posted by Kaldari View Post

Since it's fully functional, I would just keep it. Who knows what you might get back if you send it in again.

Consider it a lesson learned and write off ASUS from this point on.

Pretty much this like you said your going to tell them how to board came to you, so they may offer something who knows. The least i would accept is a brand new board before sending that one back in to play the asus lottery
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post #102 of 147
Thread Starter 
alright guys,

called asus once more and after about 45min on hold I got through to dwayne. I let him know what the situaton was like and how the board arrived. After speaking with him for 15 min or so he told me that this was unnacceptable. Regardless of whether the board works properly or not. And that he will be speaking with the RMA dept. supervisor and that supervisors superior about the situation to try and seek answers.

I bluntly told dwayne exactly how I felt about the situation and the way I have been treated. And told him that after this 3rd replacement showing up physically damaged I will not accept anything less than a brand new in box motherboard to reaplace this damaged unit. He agreed with me and said he would expect the same if he were in my shoes.

He told me to hold on to the board for now until they get this fiasco all sorted out.
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post #103 of 147
In other words, he probably won't be calling you back I would wager. Yes the board works now, but if you were to have a problem with this board in the future and sent it in with the plastic broke like that they would probably refuse to work on it......you can take that to the bank! thumb.gif
   
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post #104 of 147
Wow, this is an epic RMA.
Unless you hear back from them and they send you a new board, I would just let this thing die. I wasn't happy with my replacement mobo, but I guess some warranty is better than none. (sigh)hmmsmiley02.gif
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post #105 of 147
Quote:
Originally Posted by Kaldari View Post

I really find it odd how ASUS has made zero attempts to rectify their widely known piss-poor RMA experiences. I had a less-than-pleasurable RMA with them years ago, and, with all the other people who make posts like these, I honestly try to find an alternative manufacturer for whatever I'm looking for. MSI is actually my choice these days if at all possible. Their warranties and RMA department are awesome.

That's all well and good that your bottom line isn't suffering ASUS, but it's coming at the cost of customer loyalty. You need to watch it because other players in the industry are quickly rising.

I really doubt Asus cares. They're the number one motherboard manufacturer in the world by a wide margin. Last I saw, they still held over 50% of the market while the next closest competitor was sitting at something like 20%.

I do think one of the reasons you see so many problems with Asus is that they are so big. As companies get bigger, so too does the bureaucracy and the ability of the company and the departments to be flexible. It's actually one of the biggest problems in organizational sciences. You need to have a somewhat rigid organizational structure in order to be and remain successful, but at the same time, if you get too bogged down in that rigid structure, your company has a good chance of failing because it cannot adapt or do things quickly. Sometimes you run into the problem of too much structure, too much rigidity and it makes it difficult for the company to do anything efficiently. I think there's a degree of that happening at Asus, particularly since it seems like most of the company, except for those who are doing some very specific tasks in the ROG lineup, is overly rigid and entrenched in bureaucracy to such an extent that the efficiency of the company and ability of the company to provide effective support has been hampered. Of course I haven't seen enough data about the internal structure and happenings at Asus to definitively make such a claim, but it does appear that way to an outside observer who did some work in organizational ecology for his Master's degree.
Quote:
Originally Posted by mwl5apv View Post

Alright guys here is the next update...first off I wanted to say thank you Asus for FINALLY getting your $hit together(somewhat) and sending me a fully functional board. However I am not completely satisfied with this one either.



The above picture is what I found on the board. Outside of that cracked plastic piece the board was literally caked in dust. But none the less, dust os just dust.

I managed to get Tue board cleaned off And hooked up. So far all seems well. The computer purrs just as it did before.

Now, here is my question for all of you..... Should I accept this motherboard as is? I mean yes all seems to function normally but it still is technically damaged.

I will be contacting Dwayne either way and letting him know what I received but should I accept this? Or ask for a new( and I mean brand new) motherboard? Yes I want my computer up and running again but at the same time have expectations on how I should be treated by a company of this caliber. What is all of your suggestions?

You've already pushed for a new board, but I would have probably gone a different route said that I would accept the motherboard if they sent a replacement RAM clip (how hard could it be to replace on your own) and would either compensate me in some way or sponsor a future build of mine (in writing via email by someone in a position of authority) for the my down time due to the incompetence and obvious bad faith on their part and if they wouldn't, I would accept nothing less than a new motherboard.
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post #106 of 147
Thread Starter 
Quote:
Originally Posted by Canis-X View Post

In other words, he probably won't be calling you back I would wager. Yes the board works now, but if you were to have a problem with this board in the future and sent it in with the plastic broke like that they would probably refuse to work on it......you can take that to the bank! thumb.gif

That is why I made sure to call them and let them know as well as send emails to Dwayne with the picture. But I do agree with you, as that is what I have seen/read in other threads/topics like this one.

Quote:
Originally Posted by Jolly Roger View Post

Wow, this is an epic RMA.
Unless you hear back from them and they send you a new board, I would just let this thing die. I wasn't happy with my replacement mobo, but I guess some warranty is better than none. (sigh)hmmsmiley02.gif

I'll see what they say when I speak to them later today.

Quote:
Originally Posted by nubbinator View Post

I really doubt Asus cares. They're the number one motherboard manufacturer in the world by a wide margin. Last I saw, they still held over 50% of the market while the next closest competitor was sitting at something like 20%.

I do think one of the reasons you see so many problems with Asus is that they are so big. As companies get bigger, so too does the bureaucracy and the ability of the company and the departments to be flexible. It's actually one of the biggest problems in organizational sciences. You need to have a somewhat rigid organizational structure in order to be and remain successful, but at the same time, if you get too bogged down in that rigid structure, your company has a good chance of failing because it cannot adapt or do things quickly. Sometimes you run into the problem of too much structure, too much rigidity and it makes it difficult for the company to do anything efficiently. I think there's a degree of that happening at Asus, particularly since it seems like most of the company, except for those who are doing some very specific tasks in the ROG lineup, is overly rigid and entrenched in bureaucracy to such an extent that the efficiency of the company and ability of the company to provide effective support has been hampered. Of course I haven't seen enough data about the internal structure and happenings at Asus to definitively make such a claim, but it does appear that way to an outside observer who did some work in organizational ecology for his Master's degree.
You've already pushed for a new board, but I would have probably gone a different route said that I would accept the motherboard if they sent a replacement RAM clip (how hard could it be to replace on your own) and would either compensate me in some way or sponsor a future build of mine (in writing via email by someone in a position of authority) for the my down time due to the incompetence and obvious bad faith on their part and if they wouldn't, I would accept nothing less than a new motherboard.

I actually thought the ram clip this morning. I will see what answer I get from Dwayne and take my next step based off that that.

However, I did get an issue with Posting one time. The RAM LED stayed on. but after a system reboot it posted right through like all was well.

I will speak with dwayne and update again later today with how things progress
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post #107 of 147
Thread Starter 
Here is another update:

I got a call from Dwayne earlier today. He left me a voice mail to call him back and that he had an update for me. I tried to call back but he was off at lunch so I told the rep I spoke with to have Dwayne call me back once more when he gets back. A few hours later I received a call from Dwayne.

Here is where I stand....

The conversation fist began with him telling me that he tried to track the board to see who had handled it. And that he needed me to take a picture of the boards Serial number and email it to him. That way they can find out who handled the board and follow what went wrong with my RMA process. He then proceeded to apologize for how my RMA was handled from the get go. And apologized for the products that were shipped back to me. We then conversed for a few minutes on the process that took place, customer service and how I believe things should have been handled along with his perspective on the situation and the service I was given.

After that little bit of chat, He told me that to rectify the situation he spoke with his superiors and managed to get me a brand new in box motherboard. He said that the new board will be coming in from California and straight off the sales dept. at that facility. He also told me that he will do his best to overnight the board to me, but if he can't at least send it 2-day air like the last 2 boards. According to him this [hopefully final] process will go about just as the others did. He will email me a prepaid shipping label along with the typical RMA email. And that as soon as I ship this board out, my new board will be shipped to me.

I really hope all this is true and that i'll finally be the end of it.
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post #108 of 147
Hm. Wow. Well all things aside, you have to appreciate a company that is willing to make it right. Some companies have no problem saying " too bad, so sad sucker, better luck next time."
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DEFCON-3
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post #109 of 147

glad it working out for you. even when you get the new board let this be a lesson  to you from here on out skip ASUS products. ASUS RMA no matter how you chop it sucks hard. I never purchase asus products any more after my MANY horrible RMA experiences.  

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post #110 of 147
That's great that you're getting a new board.

I said it before, however, that I think this sudden willingness to bend over backwards comes from them catching a whiff of this thread. OCN gets mega traffic, from their target demographic no less, and a thread full of people swearing off all ASUS products is insanely bad PR.

Damage control.



Kudos nonetheless.
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