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ASUS RMA on my Maximus IV Gene-Z - Not going to debug because of small 'customer-induced damage'?

post #1 of 2
Thread Starter 
Hi guys,

So recently I sent in my ASUS Maximus IV Gene-Z motherboard in for an RMA, because of the following:

"[ Brief Description]
I cannot boot into BIOS on the motherboard. I have tried to clear the CMOS chip using
the button in the back, I have tried to move jumper from 1-2 to 2-3 and took out the
lithium battery for the CMOS to clear it. None of those methods worked. When the
computer boots up, it first enters the standard main ''''red-color'''' screen Press ''''Del''''
to
enter BIOS. But immediately flashes either a ''''cannot find drive'''' black screen, or
immediately jumps to the screen where the peripherals (i.e. CPU, HDD, SSD, USB if
plugged) is identified but has a message:

"Please enter setup to recover BIOS setting The data in the EC or EC flash might be
corrupted. Please contact ASUS Technical support for help. System will Shutdown in
15 sec"

And I''''ve checked my CPU and my RAM none of those are the issue. My GPU works
fine and the HDD/SSD/DVD are fine. I''''ve checked all my connections and cables
according to the manual. My only hypothesis is the CMOS chip is defective or
something with the BIOS is wrong on the motherboard (might/might not be a
hardware issue). Note also that during the last screen (15 seconds to shutdown
screen) the code was 55 and the BIOS DEVICE LED was bright solid red on. So all
the other phases (DDR LED, CPU LED) were pass (i.e. not on). "

However, after a week they replied they won't fix it nor have debugged it because of the a small pcb scratch on the side of the board causing a 'customer-induced' damage and hence voiding the warranty. Attached is a photo of the reply. This is the exact reply:

"Dear customer,

We are currently processing your case. The MB has scratch on trace which is Customer Induced damaged cannot cover under warranty. we will have to charge $120+tax to proceed with a replacement. If you would like to pay for this, please let me know. I will send you a credit card form to fill out.

Thank you.
Best regards,

Isobel Wang"

I asked is the board not going to BIOS setup because of the scratch? OR was the board not even debugged at all. Because to me it sounded like an excuse not to figure out what was wrong with my board. Here was the reply.

"Dear Vincent,

Unfortunately we cannot replace the board under warranty due to the customer induced damaged occurred.
Please refer to the link below for our motherboard warranty policy.
http://support.asus.com/repair.aspx?no=568&Slanguage=en#Goto05
the damage may not be the reason the board defective. But we are not able to take back the damaged board under warranty.

Thank you
Best Regards,

Isobel Wang"


Hmm sounds like an excuse not to look into my board. I definitely don't want to spend money on it anymore because it was a brand new gamer's motherboard that is still within the 3year warranty. I think this is ridiculous technical support on ASUS side. What should I do and what do you guys think? CAA1430173.JPG 91k .JPG file
post #2 of 2
It's an absolute excuse but technically they're correct to deny. ASUS is known as the company you least want to deal with because of their previously atrocious, and probably worst in the business, RMA department. If you google around you'll hear far too many horror stories about they're RMA department including pretty bad stuff like them causing damage and then blaming it on the consumer. They're hardware is pretty solid but this story is very reminiscent of they're previous ways that if it broke you're better off burning the board that sending in it to ASUS as at least you get a cool fire out of it! (don't actually light boards on fire tongue.gif )

Recently they're department has been MUCH better but stuff can still fall through the cracks. Technically the damage is there but if you took tons of high res shots that shows no damage (as I do with all RMAs, though I've never needed the pictures with any other companies RMA's department aside from ASUS....) you might be able to get them to fix it. I would hope this level of damage would not be enough to deny an RMA that seems to be BIOS related but it is if they wish to go by the letter. I wish you good luck on the matter and hope you can get your board repaired. thumb.gif
Ada
(24 items)
 
Aegis
(9 items)
 
 
CPUMotherboardGraphicsRAM
AMD 1700 Gigabyte AB350 Gaming 3 EVGA GTX 980 ti Classified F4-3600C16D-16GTZ @3200 
Hard DriveHard DriveHard DriveHard Drive
Intel 520 120GB SSD Samsung F2 1TB X2 Samsung F4 2TB Hitachi 1TB X2 
Hard DriveOptical DriveCoolingCooling
Seagate 3 TB Pioneer BDR 2207 Noctua NH D14 Sunbeam Rheobus Extreme 
CoolingOSMonitorMonitor
Enermax 140mm T.B. Vegas Duo x2 Win 10 Pro Extreme Edition Catleap 2B  ASUS VH242H  
KeyboardPowerCaseMouse
Logitech mk260 NZXT Hale90 750 Fractal Design Arc Midi Logitech G9x 
Mouse PadAudioAudioAudio
Steelseries QcK Denon AH D2000 Harman Kardon AVR 2600 Polk RTi8s, Rti4s and CSi3 
CPUMotherboardGraphicsRAM
Intel G645 Asrock z77 Extreme 4 Nvidia Branded GTX 460 SLI 8GB Corsair Vengeance Low profile DDR3 1600 
Hard DriveOSPowerCase
Hitachi 1TB Windows 7 Antec HCG 750 Bitfenix Shinobi Window 
Mouse Pad
Diablo 3 Steel Series.  
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Ada
(24 items)
 
Aegis
(9 items)
 
 
CPUMotherboardGraphicsRAM
AMD 1700 Gigabyte AB350 Gaming 3 EVGA GTX 980 ti Classified F4-3600C16D-16GTZ @3200 
Hard DriveHard DriveHard DriveHard Drive
Intel 520 120GB SSD Samsung F2 1TB X2 Samsung F4 2TB Hitachi 1TB X2 
Hard DriveOptical DriveCoolingCooling
Seagate 3 TB Pioneer BDR 2207 Noctua NH D14 Sunbeam Rheobus Extreme 
CoolingOSMonitorMonitor
Enermax 140mm T.B. Vegas Duo x2 Win 10 Pro Extreme Edition Catleap 2B  ASUS VH242H  
KeyboardPowerCaseMouse
Logitech mk260 NZXT Hale90 750 Fractal Design Arc Midi Logitech G9x 
Mouse PadAudioAudioAudio
Steelseries QcK Denon AH D2000 Harman Kardon AVR 2600 Polk RTi8s, Rti4s and CSi3 
CPUMotherboardGraphicsRAM
Intel G645 Asrock z77 Extreme 4 Nvidia Branded GTX 460 SLI 8GB Corsair Vengeance Low profile DDR3 1600 
Hard DriveOSPowerCase
Hitachi 1TB Windows 7 Antec HCG 750 Bitfenix Shinobi Window 
Mouse Pad
Diablo 3 Steel Series.  
  hide details  
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