Originally Posted by Shogon
I'd hope they would keep you happy after all this crap. It really makes me wonder why I even bought 2 Asus boards when there CS hasn't changed in years, and had no idea a secondary company handles there RMAs. Sorry you had to deal with this, but if I ever need to RMA my board looks like I'll have to do all sorts of stuff just to protect myself.
I posted a slight update today.
As far as dealing with any company in a RMA of valuable merchandise, I think that the lesson learned is to video and photo document everything and to request detailed shipping and packaging instructions from the company you're dealing with and comply with them to the letter. (Document that as well.)
Should we have to do this? No. Does it hurt to do this? No. Can it save our bacon if something is wrong? Absolutely.
I do believe that Asus is trying to make this right and satisfy me as a customer. I also believe that Asus is working to improve the RMA process. Asus is a large corporation, and they're dealing with a third party repair shop, so I do not expect instantaneous changes to their procedures or policies based on this incident. As with any corporation, change takes time, and it is also very easy to give one bad experience and get negative reviews and conversely when you give good service, it often goes unnoticed by anyone other than a satisfied customer who expects adequate service and consequently sees no reason to write a post saying, "Asus gave me adequate service."
When I set out to do this ongoing journal of the RMA process, my goal was to be completely objective. If something upsets me, I note it. If something pleasantly surprises me, I also note it. If something is adequate or working as expected, and not outstanding in a positive or negative way, I will note that here in this thread, but I will be honest, had the part come to me undamaged, I would not have gone out of my way to say "adequate service received." It was the negative service that got me writing, but I refuse to keep the entire post negative in tone unless it is absolutely warranted that I do so.
It's the nature of the beast here. My update today was negative, but that doesn't mean that there aren't people working hard to make this right for me behind the scenes and in management. I do expect a positive resolution in the end, and I expect to be able to give a final post here stating my eventual satisfaction.
Edited by shad0wfax - 7/23/13 at 11:31am