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[BEWARE] UPDATE 1/14/12: Asus is trying to Screw me over with RMA. Read My story

post #1 of 32
Thread Starter 
I just want to say before I even begin to explain my situation which is relatively straight forward, that I was becoming aware due to many posts here on Overclock in the past year or so of all the problems people were having with asus RMA and customer support. While I was beginning to become weary or shall I say cautious of purchasing my future upgrade from them, I was not entirely swayed from discontinuing being a loyal customer of there's. My story will only further re-enforce what many have been saying here about the decline of ASUS's RMA service.

Well low and behold 4 days ago My beloved P8P67 Pro died on me while I was in the middle of browsing the internet. I immediately troubled shot my PC and determined rather quickly that it was my Mobo that had died. When I plugged in the 6 pin, the board would not turn on. I can only assume that maybe the power regulator or vrm's to the cpu must have malfunctioned. My system has been running mostly 24/7 since I purchased it. Anyhow, no problem I think, I'll just take it out of my case and drive over to Asus RMA centre here in Toronto, Canada and drop it off for RMA. I dropped the board off on Thursday and today I get an email from ASUS explaining to me that my mobo has died due to customer fault. They are claiming I scratched a trace on the board. Here is the except below.







Now here's the problem with Asus's cliam. My P8p67Pro was purchased 2 1/2 years installed in my system, and was never touched or removed. The only thing I ever did was change the graphics card 3-4 weeks ago and once that was done the board was never touched again. How them could it have been scratched and yet fully functional and then all of a sudden die.

I am extremely angry here. I feel cheated by them. I feel as if they are trying to wiggle there way out of replacing my EOL(End of Line) board. I don't even know where to find a sandybride P68 or Z68 board if push comes to shove. What is the purpose of a company offering a warranty if when it becomes inconvenient for them to replace it to then just decided to stop offering it by trying to pin the blame on the customer, rather then on there cost saving manufacturing decisions . Gotta love the old tried, tested and true "The Customer Scratched the Board" tactic. The Board was not Scratched when it was in my system functioning and was not the cause of it's fault. Motherboard's don't just get up and scratch themselves.
To add further insult, they have the gull to try and charge me $120 plus + and additional $20 shipping fee(which is supposed to be free BTW) for a RMA replacement board. Like Hell I'd do that.

I swear to GOD if they try to screw me over, I will never touch ASUS again and will not recommend them any more to my friends and colleges. I feel like a schmuck here. I can already see the writing on the wall here. Even if hypothetically I am able to managed and work this issue out with these guys it will me months before I even see a replacement. I am purely basing this off the experiences of others whom have had the unfortunately opportunity of being denied RMA under bogus claims by the manufacturer.

I hope Asus is happy to lose another long time loyal customer of there's. I was a huge fan of there mobo's. Sadly I am now going to have to start looking at ASROCK and Gigabyte, maybe even MSI as alternatives.

Fellow members, based on your own experiences having conflicts with RMA, especially with ASUS, How would you recommend I go about dealing with this issue. What recourse of action do I have?

UPDATE 01/14/14

Well it appears that ASUS has really gone down the gutter. Cause they just responded back to me today after I contested the claim of CID( Customer Induced Damage) as the reason for failure.

Here was my response to the above message I posted in the screen shot above
Quote:
I am having an extremely hard time excepting the claim that motherboard failure is a result of CID and for good reason. The board in question was installed 2 years ago and remained encased in the computer ever since. Furthermore the motherboard died on me while I was surfing the net. Therefore how can a CID scratch be the result. Since if that were the case the system would not have shut off in the middle of over 5 hours continues use. I personally dropped the motherboard off at the RMA department in Markham and before I did, I thoroughly checked the board for any signs of burnt components or any physical damage and I could not see of any. I would kindly ask that you have your repair re-examined my board and be certain that failure is not the result of another cause. Simply put, scratch on trace appears to be dubious at best. It just does not add up or make any logical sense based on the circumstances prior to failure. Also if you can please make certain and double check that the board I handed over is the correct one that is being claimed to have been physically damaged. I would also like to request that pictures of the claimed damage be taken and email to me so that I may have the opportunity to see them myself.

Asus's response below"



Here is the picture they took after I requested proof.




There you have it folks!!!

ASUS--->The damage may not be the reason the board defective. But our policy is we cannot take back any damaged board to replace under warranty.

They don't care what the actual reason for the boards actual failure was, if they see any cosmetic damage no matter how slight or even if it's not related to the cause of failure they then have grounds to dismiss your RMA and make the claim of no longer being held liable to honour the warranty.

Never-mind the fact that the minor scratch shown in the picture was not present on the board before I handed it over to them. Asus is clearly using any sneaky loop hole tactics they can think off to avoid honouring warranty coverage to there customer's. This is despicable.

Not sure where to go from here now.

Escalation Mailbox http://www.service.asus.com/#!escalation-mailbox/c1scx

Ask to speak to higher tier?

Also we all know how this is going to play out. They will continue to jerk me around for weeks on end. I am still out of a computer and will shortly be forced to end up buying a different mobo to replace my P8P67 Pro since I can't wait months to force these crooks to abide by there warranty.
Edited by Nightingale - 1/14/14 at 2:18pm
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post #2 of 32
I'm about to RMA my Asus board. They sent me a first email saying you'll get another email shortly with RMA instructions. No second email.

That was last Wednesday.
    
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post #3 of 32
Thread Starter 
MrTOOSHORT, I sincerely hope you have better luck than I have had.

I just think this whole thing is ridiculous since they make any claim they want weather truthful or not and get away with it scot free. A motherboard cannot be scratched to malfunction and yet be fully functional. I mean what must i do, buy a 10 mega pixel camera and take fine detailed shots of every trace in my board before sending it off to them. If in actuality there is a scratch on the board, I will bet my life those at the repair centre just chucked my board in a pile, scratched it and then when they examined it, immediately pinned the blame on me. But I know for a fact I never scratched the board cause aside from never removing the board or tinkering with it, before I dropped it off to Asus I checked the board meticulously for burned components and any other abnormality as I was curious to the cause of malfunction. I could see nothing ascetically wrong with it. How convenient that Asus has discovered the problem to be something that could not be possible since the pc had been on for 10 hours and in use by me for 6hrs that day and the the PC automatically shut off while I was on it surfing the web.
Edited by Nightingale - 1/13/14 at 11:53am
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post #4 of 32
Although when I had to RMA my Sabertooth990FX there was a little bit of headache and back-and-forth, I eventually did get my "new" board.
The ironic thing about your story compared to mine is that the board that I sent them back was in better physical condition than the one they sent me, but I didn't get to complain to them about the heat sinks being scratched. rolleyes.gif
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post #5 of 32
ASRock is made by ASUS so if you are avoiding them, avoid ASRock too.

Also don't you love how they have a fax line, but not a phone line?
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post #6 of 32
I wish I could offer you some insight of advice on how to handle this. I personally have had no luck with Asus RMA. As of now, I've gone through 4 different Zenbooks, each with their own manufacturing defects. I have two of their high end motherboards (Rampage III Black Edition, Maximus IV Extreme-Z) sitting in my closet collecting dust, which I ended up abandoning as they have failed just 1 week out of warranty, and Asus has offered me very little choice in what to do about them.

I'm about ready for my next build, and not out of the need to upgrade, but more so, I just need a computer, since my last two just failed with no fault of mine. Instead of grabbing an Asus board this time, I decided to just try out Gigabyte or MSI.

As a long time Asus loyal customer, I just had enough.

I hope they are kinder to you, then they were to me.
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post #7 of 32
Ask for proof. Tell them that you knew something like would happen and would like to see some pictures are compare it with yours.

Don't let them get away with this.
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post #8 of 32
PS: I'm in the same boat. I'm probably not going to buy any more of their stuff with how much stink of heard of their rma as of late.
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post #9 of 32
Quote:
Originally Posted by Shiftstealth View Post

ASRock is made by ASUS so if you are avoiding them, avoid ASRock too.

This is no longer true.

LINK
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post #10 of 32
This is why no Asus products in any of my system builds. I've dealt with them a few times and learned the hard way to avoid them.

BTW ASrock is not made by Asus.

I wish you the best and hopefully they'll eventually take care of you.
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Overclock.net › Forums › Intel › Intel Motherboards › [BEWARE] UPDATE 1/14/12: Asus is trying to Screw me over with RMA. Read My story