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Another bad ASUS rma(UPDATE 03/12/13 - NIB motherboard recieved) - Page 8

post #71 of 147
Thread Starter 
Quote:
Originally Posted by Shikaka View Post

I am really surprised to read this thread. I always thought Asus support was great from what i have heard! I am glad fellow OC'ers pointed me in the direction of Gigabyte Boards for the new PC i just bought. Up until i changed, i always used Asus, i guess i am very lucky not to have had to RMA anything through them.

To the OP.... I am surprised you are staying reasonably calm throughout to be honest, i am a very laid back sort of person but if this would happen to me i would be going mental. Which is probably not the best way to be at all. Sometimes going mental will get you results, they will help more just to make you go away.

Edit - Are you paying for all the calls you are making to Asus or have you found a toll free number?

I am trying to stay calm because going berserk never netted me any results in the past. It's always caused.more trouble than anything.
However I have kept my calm as long as I am willing to. If there are any issues with this 3rd board or the process like I've had before, that calmness will be going away.

Quote:
Originally Posted by ZakKling View Post

I have been having issues with them for 2 months now. Yesterday I finally got my 3rd Formula IV back and it works! I was so happy. I still don't think i'll ever buy a mobo from them again.

Congrats on finally getting a good board! I'm hoping for the same and that this third one will be the last.




And another update, call Asus to check on my rma abs make sure it shipped. My board still has not shipped...really why is it that I.am able to do everything they ask me to properly and in a timely manner nut they get a friggen thing done once?

The lady that I spoke to started coming up with excuses on why that was, I stopped in her tracks and told her that I've heard all the excuses from numerous reps over there and that I was my.board shipped today and that I will be calling back later to make sure it did. She replied with ok, she'll make sure that happens.

I'll update again after todays later call. I will be speaking with Dwayne that time
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post #72 of 147
Quote:
Originally Posted by Shikaka View Post

I am really surprised to read this thread. I always thought Asus support was great from what i have heard! I am glad fellow OC'ers pointed me in the direction of Gigabyte Boards...[SNIP]

I'm surprised as well after reading through this thread and others regarding ASUS's RMA service. Now I haven't bought a motherboard from them but my current graphics card is the ASUS version and when I had to RMA it (ordered through NCIXUS and RMA filed thorugh NCIXUS, not sure if NCIX did the RMA or ASUS did) I felt it took a bit longer than it should have, but everything came back working fine. After seeing this threads and others like it I know I won't be going with ASUS for my next motherboard, been looking at some Gigabyte boards.


@ OP - Hope everything goes well when you get your board back
post #73 of 147
that sucks. they should have just sent you a new mobo and sent the defective unit back to a dedicated refurbishing warehouse to get it "repaired" and then sell it. They need to make better effort on improving the RMA process through better customer service and reducing customer's down time.

I always wanted to try a Asus mobo, but looks like that's not going to happen soon unless they start improving their RMA process.
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post #74 of 147
I too, have had a nightmare experience with ASUS customer service in the past. Their RMA process is frustrating to the point that it will take years off your lifespan...check out this link: http://www.customerservicescoreboard.com/Asus
Edited by piranhamoose - 2/27/13 at 12:08pm
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post #75 of 147
I tell ya, when you just get this long string of bad customer service, it pretty much puts you off a company's products from then on.

For instance, thanks to their nearly non-existent QC and CS, I have now entirely sworn off Sapphire cards. First Sapphire card I ever bought was a 7970 Dual X. First one was DOA, second worked 32 days then started artifacting, third one just crashed at random times, fourth one wouldn't display any video in 3D mode, fifth one worked but had atrocious coil whine. The total time spent struggling to get a working card added up to about 6 months. At that point I was so put off I didn't even want to use their product, so I sold the fifth one on Ebay to cut my losses and got a 7970 Lightning.

Unfortunately that card died 36 days in, and the replacement I got had overheating issues. After that they ran out of 7970 Lightnings and just gave me a refund, which I used to give MSI one last chance and get the 680 Lightning I have now. Still, the reason I gave them one more chance? They actually had some pretty decent customer service. Turnaround time was just a little over a week, they would update their RMA tracking the day of reporting they got the defective card, and they replied to all my emails within one business day.

Sapphire's RMA department doesn't even pick up phone calls apparently. The only times I managed to get through was when someone from another department accidentally picked up and then transferred me over. Oh and they also don't have any call waiting, so if you call their RMA department and the phone rings more than 5 times, their automated system simply tells you that nobody is available and then hangs up on you


More on topic, the only time I've ever had to deal with an RMA from ASUS was when I first bought this board (Maximus IV Extreme-Z) because the USB 3.0 ports all just gave up one day. I sent it in and got a like-new board back 8 days later, no muss no fuss. After seeing this though, I'm counting my lucky stars. Seeing as what you're going through with ASUS is roughly the equivalent I went through with Sapphire, I wouldn't blame you in the slightest if you swore off ASUS products. It's just sad that good customer service is apparently a lost art, and you would think keeping your customers happy would be a top priority for companies who need loyal customers to keep dropping anywhere from $100-500 on their particular brand of electronic equipment when the time comes to upgrade.

ASUS does indeed make a top quality product, and their boards are some of the best I've seen. However, even if it's a rare occurrence, when things go wrong the company should be dedicated to rectifying the situation as smoothly as possible. From what I'm reading, it sounds like they're just going through the motions at their own convenience.
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post #76 of 147
Quote:
Originally Posted by ZakKling View Post

I have been having issues with them for 2 months now. Yesterday I finally got my 3rd Formula IV back and it works! I was so happy. I still don't think i'll ever buy a mobo from them again.
Same here. It took about 2 month and 4 RMA. Now I have a Biostar TA990FXE sitting on my desk ready to replace my Sabertooth if I need to RMA it again.
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post #77 of 147
Thread Starter 
Thanks for the continued responses and support. This situation with Asus has indeed taken a serious toll on my opinion with this company. And I surely WILL NOT BE BUYING ANOTHER ASUS PRODUCT AGAIN, nor will I recommend any Asus product to anyone I know either. I am seriously thinking of just selling off this Crosshair V when I get it back and get either a Gigabyte 990FX-UD7 or ans AsRock 990fx extreme 9 to replace it.

You know, this really is a shame I love their products, and the thought they put behind actually creating a product the consumer wants. But for me to be pushed aside like this after all this time and trouble, the lime has been crossed.


And here's another update.

Called Asus again as I was told to do this morning. Dwayne was supposedly in a meeting and was not able to speak. The gentlemen that I spoke to, Brad, told me that according to he sees in his system my replacement just hit the open bench for testing...........
***?!

I, in a still respectfull manner, gave him my thoughts in a few choice words and told him to leave Dwayne a note to call me ASAP, I emailed Dwayne asking him to call me back and also left him a voice mail to contact me ASAP. If the board really is just getting to the bench for testing he will not have a pleasent phone call.
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post #78 of 147
Quote:
Originally Posted by mwl5apv View Post

Thanks for the continued responses and support. This situation with Asus has indeed taken a serious toll on my opinion with this company. And I surely WILL NOT BE BUYING ANOTHER ASUS PRODUCT AGAIN, nor will I recommend any Asus product to anyone I know either. I am seriously thinking of just selling off this Crosshair V when I get it back and get either a Gigabyte 990FX-UD7 or ans AsRock 990fx extreme 9 to replace it.

You know, this really is a shame I love their products, and the thought they put behind actually creating a product the consumer wants. But for me to be pushed aside like this after all this time and trouble, the lime has been crossed.


And here's another update.

Called Asus again as I was told to do this morning. Dwayne was supposedly in a meeting and was not able to speak. The gentlemen that I spoke to, Brad, told me that according to he sees in his system my replacement just hit the open bench for testing...........
***?!

I, in a still respectfull manner, gave him my thoughts in a few choice words and told him to leave Dwayne a note to call me ASAP, I emailed Dwayne asking him to call me back and also left him a voice mail to contact me ASAP. If the board really is just getting to the bench for testing he will not have a pleasent phone call.

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post #79 of 147
Quote:
Originally Posted by mwl5apv View Post

Thanks for the continued responses and support. This situation with Asus has indeed taken a serious toll on my opinion with this company. And I surely WILL NOT BE BUYING ANOTHER ASUS PRODUCT AGAIN, nor will I recommend any Asus product to anyone I know either. I am seriously thinking of just selling off this Crosshair V when I get it back and get either a Gigabyte 990FX-UD7 or ans AsRock 990fx extreme 9 to replace it.

You know, this really is a shame I love their products, and the thought they put behind actually creating a product the consumer wants. But for me to be pushed aside like this after all this time and trouble, the lime has been crossed.


And here's another update.

Called Asus again as I was told to do this morning. Dwayne was supposedly in a meeting and was not able to speak. The gentlemen that I spoke to, Brad, told me that according to he sees in his system my replacement just hit the open bench for testing...........
***?!

I, in a still respectfull manner, gave him my thoughts in a few choice words and told him to leave Dwayne a note to call me ASAP, I emailed Dwayne asking him to call me back and also left him a voice mail to contact me ASAP. If the board really is just getting to the bench for testing he will not have a pleasent phone call.
On the third RMA their Head RMA person needs to check it out. This is what happen to me on the 3rd RMA. So you have about 1.5 week to wait on it.
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post #80 of 147
Thread Starter 
Quote:
Originally Posted by dixson01974 View Post

On the third RMA their Head RMA person needs to check it out. This is what happen to me on the 3rd RMA. So you have about 1.5 week to wait on it.

I find it funny how he forgot to mention that and promised I would have a board before the end of the week.



I ended up getting a call back from dwayne @ asus. Asked him the status of my replacement and what the other rep told me about the board just making it to the testing bench. He indeed confirmed that the board indeed just made it to the bench. And that it was hooked up earlier today and the testing will be done tomorrow and board should ship by Friday. I asked him to repeat what he just said just in case I heard him wrong...... The first words out of my mouth after he repeated himself were literally " This is total Bull$hit" I called him on his bluff in terms of my board being inspected and tested and ready to ship by Tuesday at the latest, and re-iterated how long I have been waiting for them to get me a proper working motherboard and how absolutely non-existant the customer service has been throughout. He had nothing much to say except to repeat what he previously said about the board being in testing and there not being anything they can do until tomorrow. I calmly but very strongly told him to do what he must to overnight the board to be after the testing(as for whatever reason their "2nd day" shipping takes 3-4 days). And that I expect an email by the end of the day tomorrow stating my board has been shipped with a tracking number. The phone call then ended after a brief goodbye.

Once again Asus......Really? And here I thought this guy was going to actually keep his word and do something about my situation, I was wrong once again.
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