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What happened to ASUS?

Poll Results: Have you had a problem with an RMA from Asus?

 
  • 46% (7)
    Yes
  • 26% (4)
    No
  • 26% (4)
    Haven't had an RMA with them
15 Total Votes  
post #1 of 8
Thread Starter 
Asus hasn't treated me well with my last two RMA's. I refuse to purchase another one of their products again if their customer support continues to be this poor.

My first RMA was for my motherboard. The pins on the PCI-E x16 slot had fallen. I sent the board in, and promptly received "my" board repaired. I could clearly tell that it wasn't repaired because of all of the damage it had to it. The ZIF pins were terribly bent, the front panel header pins were pushed down flush with the PCB, and it was covered in dust. So basically, they sent me back a broken board.

My second RMA is still going on right now. I came home and smelled burnt electronics in my computer room. I shut off the PC and narrowed the problem down to the GPU. It physically looked alright, so I took it apart, replaced thermal pads and thermal paste, and reassembled the card. That didn't work, so I obtained an RMA through Asus. Two weeks after I sent them the card, they e-mailed me saying that the card's warranty is void because it's missing a pad. That's probably the reason why it's not working anymore! The card was running fine for a while, then suddenly died while the machine was at idle for a few hours.

Here's a link to the picture to the card's missing pad: http://i1201.photobucket.com/albums/bb350/jaguarmatt/USPC313020-2-1_zps28b80798.jpg

Quote from Asus Support: (personal information taken out)
Quote:
Your RMA has been received; however there is a delay in processing as your unit
was received with (missing pads), 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:


Payment will need to be received no later than (2/22/13) to prevent your RMA from
being returned unrepaired on (2/26/13). 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) – Please print out form and physically
sing form before submitting:

Parts - $266.00


How many of you have had a problem RMA'ing something through Asus? I thought that they were a reputable company, but I guess that's changed now.

UPDATE:
Asus sent me my broken card back. The bracket is bent so badly now. I don't know what they did to it while it was in their hands, but it seems like they're very rough with their products. There weren't any dents in the box, so it wasn't from shipping.
Edited by Jaguarbamf - 3/1/13 at 11:24am
    
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post #2 of 8
sounds like business as usual over at ASUS.

the only people i've ever dealt with that didn't believe the serial number i gave them was right....

i had to taker a picture of the box and give it to them....
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post #3 of 8
Customer service has always been terrible with Asus for me. They still make quality products but their customer support is awful.
post #4 of 8
I keep reading about poor ASUS RMA issues, and I'm sorry for all the people that were treated unfairly. My own experience was overall very good (RMA GPU replacement), but it did require a bit of very polite prodding (mostly just me overcompensating after all the bad things I'd read, so I really tried to be in touch with RMA as much as possible to keep things moving). I can't remember exactly how long my RMA took, but something on the order of 2 weeks, and even my shipping cost was covered.

As for honoring warranty, it's a touchy subject with many companies, and I always try to research what is allowed in detail before doing anything that would void it. So like in this case, I'd report the problem first and mention thermal pads and check if it's okay to replace them. The things I've modified without checking, I've basically accepted full responsibility for and expect to be potentially rejected if problems arise. You could have happened upon a particularly proper technician who did everything by the book and was trying to save company money (and his reputation) vs. making an exception.
   
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post #5 of 8
Thread Starter 
Quote:
Originally Posted by ElevenEleven View Post

IAs for honoring warranty, it's a touchy subject with many companies, and I always try to research what is allowed in detail before doing anything that would void it. So like in this case, I'd report the problem first and mention thermal pads and check if it's okay to replace them. The things I've modified without checking, I've basically accepted full responsibility for and expect to be potentially rejected if problems arise. You could have happened upon a particularly proper technician who did everything by the book and was trying to save company money (and his reputation) vs. making an exception.

It's not the thermal pads that are the problem, it's the pad. It's circled in the picture.
    
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post #6 of 8
It's the way you've described it, I guess, saying that you've replaced thermal pads, and then they told you it was missing a pad. Hope you get it worked out somehow.
   
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post #7 of 8
I RMA'D my laptop because of a bios brick and I have not had any issues with it.....other then the fact that both the video card and CPU had way too much TIM on them.
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post #8 of 8
I'm dealing with Asus for an RMA now. Its just a hassle. Their awful customer service reputation is well earned.
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