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ASUS RMA problem process log

post #1 of 4
Thread Starter 
Hey guys, I'm having issues with ASUS RMA and I wanted to keep a log on here so you guys can the process I'm going through.

I have an ASUS P8P67-M Pro motherboard from ASUS that I bought a while back with my 2500k. Recently, the audio jacks stopped working. I did some searching online, and it doesn't seem that my case is all that rare. Seems like ASUS might have some issues with some of their motherboards having bad audio chip soldering or something of the like.

Mar 28 2014
My motherboard had issues with the audio jacks not detecting anything plugged into them (and subsequently, no playback and no recording would work). I got an RMA for it, where I listed this audio issue as the main problem in both the online form and in the pack-in RMA info sheet. I didn't ship out for a few days due to a busy schedule, but I finally got it shipped out

April 4 2014
I shipped out the motherboard

April 9 2014
Motherboard arrives at ASUS.

April 10 2014
I checked my RMA status on ASUS's website, and it acknowledges that they have my motherboard.

April 16 2014
I got an update email stating that the main problem with my motherboard was that it would not post. I thought this was strange, so I contacted chat support, who insisted that there would be absolutely no problems with my motherboard-- that the motherboard was properly fixed

April 18 2014
I received my motherboard, put together my computer, and it wouldn't post. After troubleshooting, I determined the problem to be one of the RAM slots. After I got my computer up and running (by not using that ram slot), I tested out the audio. The exact same issue still persisted. Nothing plugged in could be detected, and no playback and no recording would work. The audio chip and the audio plugs have the signs of slight wear and tear that were there when I shipped out the motherboard. Seems like didn't fix the motherboard and then further broke it.

I was told to send a picture of the ram slot in question through email and wait for until I receive a reply (supposedly within 24 hours) before proceeding with another RMA. A problem though - I am leaving the country in 2 weeks for 3 months for work, and by the time I come back, my warranty will probably be void. I kept telling them a normal RMA isn't going to be fast enough, and they agreed, but they kept pushing that they wanted me to do a standard RMA instead of doing an alternative.

I'll update this again when I hear from them! As of now though, I would have to warn you guys about ASUS support. They denied responsibility and got all defensive when I told them that I received the motherboard in a broken state.

Thanks for reading.

[EDIT]
April 30 2014
I got an email stating that they were shipping out an advance RMA for me (thanks to grunion). However, the RMA email stated an incorrect shipping address and didn't have a tracking number in the box for it in the email. I called in as soon as I could (within a couple hours of the email). The guy assured me everything would be fine and that I didn't need to do anything else. (I was dumb and forgot to ask for the tracking number)

May 9 2014
Didn't get the item yet, so I went on live chat to get the tracking number. Turns out, they shipped the item to Ann Arbor anyways, and after many attempts, Fedex is holding the package at a nearby facility. I'm at a different location though, so I can't pick it up. The guy on chat support just kept copy-pasting the part that says the package is awaiting delivery information from recipient like I couldn't read, insisting that I have to call Fedex to fix their mistake. He kept denying that ASUS had made any mistake and kept refusing to do anything about it (like call in and change the shipping address).

So I end up calling Fedex and they said that absolutely no attempt had been made to change the shipping destination, and that unless I go pick up the item today or ASUS calls in and gets the item rerouted today, the motherboard is going to be shipped back to ASUS. So I guess that guy on chat was just feeding me crap.

May 9 2014 part 2
Finally got through to phone support at ASUS after try #2. (Got disconnected after a while the first time). Someone is going to try to contact Fedex. Crossing my fingers.
Edited by chronostorm - 5/9/14 at 10:37am
Yuki
(16 items)
 
  
CPUMotherboardGraphicsRAM
i5 2500k @ 4.2 Ghz Asus P8P67-M Pro Gigabyte R9 290 16 GB DDR3 1600 Mhz 
Hard DriveHard DriveHard DriveCooling
Samsung 840 EVO Western Digital Blue Hitachi Green Thermalright Venomous X Black 
OSKeyboardPowerCase
Windows 7 Professional 64 bit Novatouch Seasonic X-850 Gold Silverstone ft03 
MouseMouse PadAudio
Razer Deathadder Steelseries 5C Aune T1 
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Yuki
(16 items)
 
  
CPUMotherboardGraphicsRAM
i5 2500k @ 4.2 Ghz Asus P8P67-M Pro Gigabyte R9 290 16 GB DDR3 1600 Mhz 
Hard DriveHard DriveHard DriveCooling
Samsung 840 EVO Western Digital Blue Hitachi Green Thermalright Venomous X Black 
OSKeyboardPowerCase
Windows 7 Professional 64 bit Novatouch Seasonic X-850 Gold Silverstone ft03 
MouseMouse PadAudio
Razer Deathadder Steelseries 5C Aune T1 
  hide details  
Reply
post #2 of 4
Contact @grunion and he should be able to help resolve this as he works at Asus.
post #3 of 4
Thread Starter 
Quote:
Originally Posted by XAslanX View Post

Contact @grunion and he should be able to help resolve this as he works at Asus.

Thanks Aslan, I'll be sure to message grunion. I wonder if I should message him now or wait a while first

[EDIT]: I ended up PM-ing Grunion. Turns out the email that I was told to send the pictures to was completely the wrong department. He's looking into my case, so hopefully something can be done!
Edited by chronostorm - 4/19/14 at 6:50pm
Yuki
(16 items)
 
  
CPUMotherboardGraphicsRAM
i5 2500k @ 4.2 Ghz Asus P8P67-M Pro Gigabyte R9 290 16 GB DDR3 1600 Mhz 
Hard DriveHard DriveHard DriveCooling
Samsung 840 EVO Western Digital Blue Hitachi Green Thermalright Venomous X Black 
OSKeyboardPowerCase
Windows 7 Professional 64 bit Novatouch Seasonic X-850 Gold Silverstone ft03 
MouseMouse PadAudio
Razer Deathadder Steelseries 5C Aune T1 
  hide details  
Reply
Yuki
(16 items)
 
  
CPUMotherboardGraphicsRAM
i5 2500k @ 4.2 Ghz Asus P8P67-M Pro Gigabyte R9 290 16 GB DDR3 1600 Mhz 
Hard DriveHard DriveHard DriveCooling
Samsung 840 EVO Western Digital Blue Hitachi Green Thermalright Venomous X Black 
OSKeyboardPowerCase
Windows 7 Professional 64 bit Novatouch Seasonic X-850 Gold Silverstone ft03 
MouseMouse PadAudio
Razer Deathadder Steelseries 5C Aune T1 
  hide details  
Reply
post #4 of 4
Thread Starter 
Update! Unfortunately, not a great one
Edited by chronostorm - 5/9/14 at 10:37am
Yuki
(16 items)
 
  
CPUMotherboardGraphicsRAM
i5 2500k @ 4.2 Ghz Asus P8P67-M Pro Gigabyte R9 290 16 GB DDR3 1600 Mhz 
Hard DriveHard DriveHard DriveCooling
Samsung 840 EVO Western Digital Blue Hitachi Green Thermalright Venomous X Black 
OSKeyboardPowerCase
Windows 7 Professional 64 bit Novatouch Seasonic X-850 Gold Silverstone ft03 
MouseMouse PadAudio
Razer Deathadder Steelseries 5C Aune T1 
  hide details  
Reply
Yuki
(16 items)
 
  
CPUMotherboardGraphicsRAM
i5 2500k @ 4.2 Ghz Asus P8P67-M Pro Gigabyte R9 290 16 GB DDR3 1600 Mhz 
Hard DriveHard DriveHard DriveCooling
Samsung 840 EVO Western Digital Blue Hitachi Green Thermalright Venomous X Black 
OSKeyboardPowerCase
Windows 7 Professional 64 bit Novatouch Seasonic X-850 Gold Silverstone ft03 
MouseMouse PadAudio
Razer Deathadder Steelseries 5C Aune T1 
  hide details  
Reply
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