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Asus Rampage IV Extreme Warranty

post #1 of 9
Thread Starter 
Where to begin...... I have had several Asus motherboards dating back to 2006, two Asus Vgas, still have an Asus 1018p netbook which unforturnately for me I am typing this message on instead of the new rig that I have recently purchased comprised of:

1-Asus Rampage IV Extreme

2-i7 3930

3-GSkills 32gb Trident 2400mhz

4-EVGA 690GTX

This thread is more of a question as to what to do next? For I purchased an open box Rampage IV Extreme from Newegg.com, for the first time ever as all my other boards previously were all brand new ones but still the first one from newegg.com did not work, and the mb below is the 'replacement' that Asus sent to me for the original open box from newegg...

This is the replacement dating to the 25th February 2013... which clearly shows something happened in Asus's quality control?

After 10 business days I got the following board displayed in the photos below:

















It is plain to see from the photos that the pins in the socket area are clearly bent and some completely broken, I called technical support spoke with a guy there that asked me to photograph the cpu socket so the photos above are the result of that advice.

Also, the gentleman said that he would initiate an advanced rma as well as send via email a prepaid fedex shipping label for me to send the replacement for the 1st board that needed a replacement.

Long story short that was back on 19th March 2013, instead of receiving an advance replacement in a few days it is going on a few months~!~

I have today called the customer service center for the first time and still I have yet to hear that they are sending me any replacement and/or when that replacement will be sent...

Never thought that Asus would play games, mis-represent themselves... LIE? I have been hearing for almost one-month how a board is 48-hours from being sent to me or it will go out tomorrow since before the 19th March...

Funny, this morning an automated email advertisement for an Asus 171 tablet was sent by them.... I've many Asus products before but now... I question their warranty as well as their entire quality control.

If there are any other people having this issue please p'm me as I really feel they need a class action for not honoring their warranty?
Edited by thunder_2008 - 4/8/13 at 5:27pm
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post #2 of 9
Happens to a lot of us lately with ASUS.

http://www.overclock.net/t/1310484/asus-motherboard-warranty-rma-denied-plus-awesome-xfx-support/0_50
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post #3 of 9
Thread Starter 
Hello RagingCain,

I put a search in for Asus Rampage IV Estreme warranty before posting thus the specific keywords did not bring up your post... Just got a chance to read through your thread and see that others have a similar experience with rmas' through asus. They do have great hardware when it works... but something has got to be done about this warranty and customer service issue.

Already I am looking at just breaking down and buying an EVGA x79 classified board as they sent me a replacement video card in less than 7-days~!

Not sure about buying anything from asus unless i'm prepared to take a complete loss 'if' it ever does not work and/or goes out?
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LightningPhoenix
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post #4 of 9
Quote:
Originally Posted by thunder_2008 View Post

Hello RagingCain,

I put a search in for Asus Rampage IV Estreme warranty before posting thus the specific keywords did not bring up your post... Just got a chance to read through your thread and see that others have a similar experience with rmas' through asus. They do have great hardware when it works... but something has got to be done about this warranty and customer service issue.

Already I am looking at just breaking down and buying an EVGA x79 classified board as they sent me a replacement video card in less than 7-days~!

Not sure about buying anything from asus unless i'm prepared to take a complete loss 'if' it ever does not work and/or goes out?

Exactly, I have had 100% satisfaction with EVGA, both in mobos and cards. I would recommend them. However, anyone can have an off day. With ASUS it looks like its being going on for a few years now, and only getting worse.
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post #5 of 9
Thread Starter 
I have yet to receive a phone call as was promised me yesterday morning, I took it upon myself yesterday evening to call customer support again and was told that I would get a call back right away....

So, far Asus' right away does not include the same or next day?

Instead of any call I received the following email message displayed below:





Notice how many tabs are at the top of the safari browser... there are more than 5-page links from entering the user and password to get to the rma window, there use to be a way of using the vip website where everything was in one place but now it seems that Asus hopes to lose some new rmas or it seems as if theyre making it more difficult to log rmas.
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LightningPhoenix
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post #6 of 9
Thread Starter 
12th April 2013... Update on Asus Rampage IV Extreme Warranty after many phone calls and emails I received a new RIVE on friday, I put it together and now type on my new build.

In this case waiting actually was worth it for now I have a stable(relatively) computer to get some cad work done for a new 3D printer that I'm designing. I will have to update my signature now.
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LightningPhoenix
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post #7 of 9
Glad you got it sorted, I hope I don't have to go through that hassle to get a replacement, as my RIVE seems to be dead too, so I hope ASUS at Europe does better. sad-smiley-002.gif
    
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post #8 of 9
Asus is a joke. I will never buy their products again.

Just say you are going to speak with an attorney about violating local consumer protection laws, that may get them moving.
post #9 of 9
Thread Starter 
Quote:
Originally Posted by kcuestag View Post

Glad you got it sorted, I hope I don't have to go through that hassle to get a replacement, as my RIVE seems to be dead too, so I hope ASUS at Europe does better. sad-smiley-002.gif

Hello kcuestag, in the end I did get a replacement though it took longer than I ever could have anticipated still I can see that I now have a very competent system compared to my old build. Perhaps, the process will go smoothly for you as ASUS Europe is a different branch of the company which I would imagine acts under more established conditions since Europe has a great reputation for technology service?

If ever you should have any issues with the RMA process of an ASUS RIVE and/or any other motherboard I think the best method is to keep a good line of communication open with the technical support department then save the customer service department for any elevated requests this it seems helped my situation as the latter department can put pressure on the former more so than say 'we' as consumers?

Best of Luck with your RMA kcuestag drool.gif

Quote:
Originally Posted by amtbr View Post

Asus is a joke. I will never buy their products again.

Just say you are going to speak with an attorney about violating local consumer protection laws, that may get them moving.

Hi Amtbr, I understand your pain. During the process I really felt ....uhm err... sort of surprised of the changes in the ASUS rma procedure compared and contrasted to that of say the last time I have utilized the service for not my last board the 1st Generation Rampage Extreme as I never had anything go wrong with that board... instead I did have some issues with a few other boards like the formula series and others.

Past experiences with those boards saw a relatively short rma process compared to the current lengthy online logins that I counted more than 5 screens just to get to create the ticket, not to mention the 10-business day standard which went horribly wrong in getting back a board that was in worse condition than the one that I sent in to ASUS. Well back in 2008 things were different in many aspects including the obvious economic climate which 'maybe' warrants a mention as many 'companies' have cut costs in response to the lowering consumer spending due to the crash....

It is only my opinion but perhaps this has affected the way in which ASUS handles rma motherboards?

At this moment today I can't say that I am unhappy as they did deliver what they advertised under the warranty.

But, perhaps it should be said that whenever building a system unless you are going to buy every major component at the same time then put it all together within a few days of paying that you have to move in a series of steps to get the computer working right from the start and in the event that anything should go wrong like you have options to return components to the retailer and use the rma as a last resort.

In my case I did not have my builds components priority right, because I bought an open box RIVE from newegg.com for what was a deal as the 1st part of the build..... then later after some months bought the EVGA GTX690 card(which I still owe payments on) then a few weeks later bought the power supply, memory and cpu last. If I waited to get the motherboard last then I could have sent it back to the retailer, instead of going through the rma thing.

Anyway, everyone has to make their own mind up whenever buying any brand products so I'm only sort of stating the facts and I do think that having forums like OCN diffidently help in keeping the channels of communication open to ASUS for 'us' the consumers.
Edited by thunder_2008 - 4/15/13 at 6:21pm
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