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anyone here have any asus rma experience? - UPDATE 5/2/13 - Page 2

post #11 of 72
asus has pretty horrible rma but good luck man thumb.gif
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post #12 of 72
Just remember what I said, video record the whole thing and take pictures.
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post #13 of 72
This is for a Asus Sabertooth 990FX mobo.
4 RMA and 2 month later I get a mobo that work right.
1st RMA
This is for PCI-E that was running at x8 not x16.
Got it back with the same problem.
2nd RMA
PCI-E that was running at x8 not x16.
Got it back with thermal paste in the socket.
3rd RMA
Thermal paste in the socket.
Got a different mobo with the same problem.
4th RMA
PCI-E that was running at x8 not x16.
Now this is the funny part.
It took 2 people from Asus Ocing Team to get me a working mobo.
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post #14 of 72
Thread Starter 
Quote:
Originally Posted by SpykeZ View Post

Just remember what I said, video record the whole thing and take pictures.

I plan to. I just got my tracking info. So I will get it sometime next week. Ill post back with the results AND a video if it arrives all jacked up.
post #15 of 72
I had a pretty smooth RMA with Asus a year or so ago, but it seems most people are having a negative experience with them now. I sent my defective 4870 512MB back and got a GTX 460 768MB top sent to me.
post #16 of 72
Thread Starter 
Ohhhhhh I am fuming right now.

I got my card back today. Not only was the packaging sub par(a lot of movement within the box), they DIDNT FIX ANYTHING!!!!!!!!!!!!!!!!! I saw no evidence of damage done by them. The heat sink was removed though because the idiots dint pull the fan wire out of the way and its jammed in the memory heat sink. I did a fresh install, removed the nvidia drivers of my temp card and dropped the 5850 back in, installed the drivers. Fired up a game and whataya know, the exact same issue is still present. God I am pissed.

I wouldnt be shocked if they just took it out of my box, pulled the heatsink, put it back on, and then held onto it for a few days before sending it back.

What action should I take? Im going to look for a phone number right now.
post #17 of 72
Thread Starter 
Got off the phone with asus. To my suprise, their tech support was actually very good. Got some dude in india(not a suprise), and he was very understandable and helpful. He said they they replaced some parts but I honestly dont believe it. I told him I took youtube videos of what is happening and he gave me his email address to send it to him. He waited on the line to make sure he received it and then went ahead and attached the links to the ticket.

He said it was being escalated to an upper level technician or something like that and that they might replace it.

Just sucks, gotta pay return shipping again and wait a few more weeks till I get something back.
post #18 of 72
Quote:
Originally Posted by timaishu View Post

Got off the phone with asus. To my suprise, their tech support was actually very good. Got some dude in india(not a suprise), and he was very understandable and helpful. He said they they replaced some parts but I honestly dont believe it. I told him I took youtube videos of what is happening and he gave me his email address to send it to him. He waited on the line to make sure he received it and then went ahead and attached the links to the ticket.

He said it was being escalated to an upper level technician or something like that and that they might replace it.

Just sucks, gotta pay return shipping again and wait a few more weeks till I get something back.

There is no support in India.

Ask politely for a label and you'll get one.
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Mighty-iTX
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post #19 of 72
[WARNING: Long post] Timaishu, I am kind of in the same situation as you. Sent in an RMA for my ASUS 7850 2gb-v1 (a discontinued model) in late December. 2 weeks later they sent back my same card, claimed to have made repairs, but the card showed the exact same problems as when I sent it in. I was in the process of moving houses so I did not contact them again until mid Feb.

When I called again they told me that my next RMA will be 'escalated' and go to 'higher tech support'. They stated that I was eligible for the advanced replacement option, and would get back to me within 48 hrs to inform me if they have replacements in stock. Being naive, I believed them. Did not get any calls or emails after 3 days so I called back and they said I should wait a week because a new shipment is coming in which could contain a replacement (for some reason they did not know what this shipement contained...). Being naive and hoping the new shipment would have a replacement for me, I waited a week and called back. Of course they did not have any replacements. So I opted to send my card in for another standard RMA (sent my card in on March 5th to Jeffersonville, Indiana).

For this RMA I called them every 3 days to try to get updates (always being nice and respectful on the phone). I also contacted one of the cl-asus reps that I came across online. They always told me that they are still waiting for a replacement. Idk exactly what happened to my case, but the last time I called (March 20) I was forwarded to the manager of the Jeffersonville facility. He was very nice and apologetic on the phone and was well-aware of my RMA case (maybe because I was bugging them so much) and gave me an email for direct contact with them. He also told me why my case hasn't been resolved, something to do with cooperate, but I kind of brushed it off since I felt like I had been lied to quite a bit by ASUS.

The next day though, I received an email from ASUS asking if I would accept a new model (7850 2gb-v2). I am now waiting for the replacement and am hoping it works or even better yet, its new. Since you probably are going to be getting a replacement model and based on my experience so far, I would say you should definitely contact one of the cl-asus reps (I was in contact with cl-jeremy) and make sure to try to call as much as possible (I think the saying is the squeaky wheel gets the most grease). Idk if talking with Jared is what actually escalated my case, but the next day after talking with him I was given the option to accept a model change for a replacement. Now I am just praying that my RMA experience is going to end once I get this new card

Goodluck and keep us updated please.
post #20 of 72
Thread Starter 
^^^ That is ridiculous. Hope I don't have to deal with all that. But so far, your situation sounds identical to mine.
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