Originally Posted by Doc3379
I feel for you having to RMA your board. I just got my Maximus V Formula back from Asus, and the return packaging was a joke. The pcb got scuffed up because of it and they didn't return the two covers for my waterblock. Two emails and a chat with an online rep has got me nowhere. I love Asus, but their RMA department needs some help.
All I have to say is that I am not one for injustice, I am understanding of certain issues but I assure you I will make their lives a living hell if they try a screw me.
I had to do it recently and in the end the company made things right and I have no hard feelings now, it just sucks that I needed to escalate it to the level of putting them on blast in multiple social media venues and forums as well as BBB and other sites and keep constant record of the lies and misinformation they where spreading. I have found that the majority of the company's that have these issues don't care so much about customer satisfaction or service, as long as you don't let the whole world in on their dirty little secrets.
I have already chatted with Asus support a few times about how ridiculous it is that they would send me a refurbished product to replace my 6 week old motherboard that I paid full retail price for, that's like stealing $100 straight outta my pocket not to mention the shipping cost that's incurred. They tried to reassure me that the majority of the time the issues can be fixed and a replacement is not necessary.
I have taken pics of the board inside the packaging in order to refute any un-warranted claims of physical shipping damage or whatever they may try to get out of fixing this issue.
I just want a new board that works and doesn't look like it has been kicked down the street. Apparently this might be to much to ask from Asus, but we will have to wait and see I really hope my gut feeling is wrong.
Eidt: Doc3379: use escalation tactics like they do. You have emailed, you have chatted, now it's time to make calls. If calls are not returned or expectations are not met in a timely manner move it up again call back and ask for a manager etc etc. the final straw is posting to BBB and similar to get a response, The PR people hate to see negative reviews of the company. The key is to stay calm and state the facts every time, take notes of times, and dates that have been promised for return calls or emails as well as agent names so you can call them out on those as well, when they see that the total customer experience is crap they have to fold... how long did the process take for you?Edited by Phibz408 - 3/14/14 at 12:58pm