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Asus Motherboard RMA Nightmare Experience

post #1 of 8
Thread Starter 
Hello, i have been a longtime member, i mostly use these forums for information thus i have never really needed to post anything. This is my first post and i hope i receive some advice regarding a very uncomfortable situation i am going through now with Asus' warranty service. I hope i am posting this in the correct forum section, i looked around and this seemed like the most appropriate place.

I have two Asus maximus VI impact 1150 mini itx motherboards, i have been very happy with both boards and have never had any issues until recently. Suddenly, one of my machines with one of these motherboards stopped posting altogether. Everything would turn on (fans, etc) but it would not post, i swapped cpu's with a spare compatible i3 cpu i had from a media center pc and had the same issue. I tried using another VGA, which also did not work. I later tried using the motherboards iGPU and swapping the ram with no success. I also used different hdd's and tried booting from an external drive with again no success.

After spending much time trying to get it to work and being unsuccessful, i decided to contact Asus and open an RMA to have it repaired as it was still under warranty. My first RMA was back in early April or so. I packaged and sent the motherboard, waited around a week 1/2 to receive it back, once i got it back was when my troubles started. The motherboard i sent was in pristine physical condition, the motherboard they sent me back had been clearly visibly damaged. The lower right hand corner of the board where the screw goes to set the board in place had been cracked and split in half. I noticed right away that the corner was bent, cracked, chipped, and in just terrible condition. Knowing that this is a small factor motherboard and how everything is close together, i knew damage of this sort would definitely impact important functions of the board.

I contacted Asus once again regarding this issue, they claimed it must have been damaged during shipping so they opened a fedex claim and sent me a return label to sent back the board. It is obvious that it was not damaged during the shipping process since the board was double boxed and had decent padding. It was clearly damaged due to careless repair. After providing proof of the damage, i received a second RMA number and sent the board once again. The entire process from the first to the second RMA took relatively long and by the time i sent it back it was already around the second week of May.

The second RMA took a bit longer than the last one at around 2 weeks. I have recently received this motherboard back a week ago and was infuriated by what i saw. They sent me back the same damaged motherboard, however, i gave them the benefit of the doubt and tested the board on my test bench. Not surprisingly, i had the exact same issues as before, it would not post at all no matter what i tried.

My huge problem is the one i am having right now, I have contacted Asus customer service via phone 3 times over the span of a week since i received the damaged board back and they keep toying me around. First i spoke to a gentleman who said that they would launch an investigation and contact me back immediately with instructions on what i have to do to receive a working board. Needless to say, i never heard from them back. I contacted them again after days of not hearing back and i was told that they were not aware of any investigation regarding my case. I was told that i would receive a new RMA number in a couple of hours to start a new RMA process. Again, i have not heard back, i contacted them for the last time and i was told that no new RMA number was in process for me and that they would this time definitely create one and send me a prepaid shipping label to send back the board. I was told that i would receive it in a matter of minutes, 10-15 to be exact, it has been 2 days and i still have not received anything.

I am just completely disappointed and angry with this situation. I cannot fathom how it is possible that i sent a perfect physical condition motherboard, they damage it, send it anyways (twice) knowing it does not work, and expect me to just deal with it. It surprises me the most how long my motherboard stays at their repair facility but they don't repair it at all. It seems as if they do not even test the product, they just send it back regardless of it working or not.

I am unsure of how to proceed now since it seems like i am just getting the runaround. I paid well over $200 when i first purchased this board and i am not happy with the service i am receiving. I have been using Asus components for the past decade and have never had an issue, thus this is the first RMA experience i am having with them and it honestly leaves a very sour taste in my mouth.

I would just like to know what i can do from now on since what they are doing is just absurd and ridiculous. If there is an Asus rep member here i hope they can help me with this situation so i just receive a working board, that is all i want, it has been two months since i have started the RMA process and i am still waiting to receive a working motherboard.

Thank you!
Edited by jabraknick23 - 6/11/16 at 2:12pm
post #2 of 8
What? but Asus has the most respectful RMA department in the whole world rolleyes.gif

I'm sorry. If you look in the OCN forums you'll find lots and lots of "issues" regarding Asus RMA department, but guess what's the best thing out of this? is that I don't buy Asus products since 2006 thumb.gif
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post #3 of 8
I hope you took pictures of when you sent the board in and then the condition of the boards they sent back to you. That way everything is clearly documented. I would also contact the BBB (even though it might not do a lot of good) and let them know of the situation and also let ASUS know about contacting them as well, that way they at least know you're serious about it. I wonder how many times a company might try and string it along just to try and wear the customer out, frustration and mentally wise to see if they'll fold. Don't give up, try getting higher and higher up the chain of command as well, not to sound like a jerk to them but to let them know you want this taken care of sooner rather than later. If it's under 3 years which is ASUS's stated warranty then they have to honor that, if not tell them you want an Impact VII which will accept your current chip and it's newer. I also say this as a person who runs mainly ASUS boards but you can bet from everything I've heard that I will have pictures upon pictures of every step I take if I ever need an RMA. Sorry for what you're going through. Keep your head up!
post #4 of 8
Thread Starter 
I have actually read some of the horror stories, most implying of Asus' rejection of warranty services for very unorthodox reasons. I honestly never needed to RMA a product of theirs before so i have never had any experience with them (good or bad) regarding warranty. It just baffles me how such a large reputable company can have such disastrous warranty services. I have gone through RMA's with other computer component companies and have never had any issues such as the ones i am having with Asus. The ones that come instantly to mind are Intel and EVGA. I recall having very good experiences with them regarding their warranty process, i always received a new or like new working product.
post #5 of 8
Thread Starter 
Quote:
Originally Posted by MythTFLfan29 View Post

I hope you took pictures of when you sent the board in and then the condition of the boards they sent back to you. That way everything is clearly documented. I would also contact the BBB (even though it might not do a lot of good) and let them know of the situation and also let ASUS know about contacting them as well, that way they at least know you're serious about it. I wonder how many times a company might try and string it along just to try and wear the customer out, frustration and mentally wise to see if they'll fold. Don't give up, try getting higher and higher up the chain of command as well, not to sound like a jerk to them but to let them know you want this taken care of sooner rather than later. If it's under 3 years which is ASUS's stated warranty then they have to honor that, if not tell them you want an Impact VII which will accept your current chip and it's newer. I also say this as a person who runs mainly ASUS boards but you can bet from everything I've heard that I will have pictures upon pictures of every step I take if I ever need an RMA. Sorry for what you're going through. Keep your head up!

Thank you so much for your helpful post, it really means a lot. I have actually taken pictures of the board i sent out the first time in case something like this occurring. I actually did it mostly due to the negative experiences i read of people having their warranties rejected by Asus due to "physical damage" on the board or similar component. It seemed as if Asus would reject their warranties due to very minimal signs of physical wear on the motherboard, even if it did not impact performance at all, which is why i made sure to take pictures of the board i sent in. Honestly, if they reject a board with minimal signs of wear, how could they think its ok to damage my motherboard the way they did and send it back not only once, but twice. I will take your advise to heart and keep pestering them until i receive a working board. It is extremely unjust to have to go through something like this when purchasing a board with warranty, it really makes me doubt any future purchases of Asus products in the future.
post #6 of 8
Quote:
Originally Posted by jabraknick23 View Post

Thank you so much for your helpful post, it really means a lot. I have actually taken pictures of the board i sent out the first time in case something like this occurring. I actually did it mostly due to the negative experiences i read of people having their warranties rejected by Asus due to "physical damage" on the board or similar component. It seemed as if Asus would reject their warranties due to very minimal signs of physical wear on the motherboard, even if it did not impact performance at all, which is why i made sure to take pictures of the board i sent in. Honestly, if they reject a board with minimal signs of wear, how could they think its ok to damage my motherboard the way they did and send it back not only once, but twice. I will take your advise to heart and keep pestering them until i receive a working board. It is extremely unjust to have to go through something like this when purchasing a board with warranty, it really makes me doubt any future purchases of Asus products in the future.

I agree it is extremely ridiculous when you have to take measures like this, especially like you said when you've dealt with great RMA companies such as EVGA (I've also dealt with them once before and was actually impressed with how quickly they handled it) and Intel. You would think one of, if not the top motherboard manufacturers', would want to show why they were that high up and not leave with a black eye when things crop up. I know I tend to still go back to ASUS boards but it doesn't mean I don't look long and hard at GB, MSI, ASRock offerings just because of issues like this... Keep us updated and good luck with everything, I'm sure some others processes with this will chime in if anything helped them when dealing with RMA issues. I'm very thankful for the help I've always received on forums like this over the years especially when something like this comes up. thumb.gif
post #7 of 8
Thread Starter 
Quote:
Originally Posted by MythTFLfan29 View Post

I agree it is extremely ridiculous when you have to take measures like this, especially like you said when you've dealt with great RMA companies such as EVGA (I've also dealt with them once before and was actually impressed with how quickly they handled it) and Intel. You would think one of, if not the top motherboard manufacturers', would want to show why they were that high up and not leave with a black eye when things crop up. I know I tend to still go back to ASUS boards but it doesn't mean I don't look long and hard at GB, MSI, ASRock offerings just because of issues like this... Keep us updated and good luck with everything, I'm sure some others processes with this will chime in if anything helped them when dealing with RMA issues. I'm very thankful for the help I've always received on forums like this over the years especially when something like this comes up. thumb.gif

Thanks bud, this is why i decided to post the negative experience i have had regarding Asus' warranty on this forum, hoping something good will come out of it. It definitely makes me seek other motherboard options in the future. When i purchased this board, it was actually the best mini-itx board offering i could find at the time with all the features i wanted. it seems that there are more options now so i will keep my eyes open for future builds since i am now aware of what i will have to go through if an Asus component of mine ever stops functioning. I will wait until Monday to call them back and try to speak to a supervisor since it seems that every customer service rep i get doesn't really know what to do and just tries to get me off the phone.
post #8 of 8
Quote:
Originally Posted by jabraknick23 View Post

I have actually read some of the horror stories, most implying of Asus' rejection of warranty services for very unorthodox reasons. I honestly never needed to RMA a product of theirs before so i have never had any experience with them (good or bad) regarding warranty. It just baffles me how such a large reputable company can have such disastrous warranty services. I have gone through RMA's with other computer component companies and have never had any issues such as the ones i am having with Asus. The ones that come instantly to mind are Intel and EVGA. I recall having very good experiences with them regarding their warranty process, i always received a new or like new working product.

yeah, and like I said is many post before, Asus product are well manufacture lets say is fair quality and can last a long long time, but if the product dies they have a little tiny label in their warranty statement that says "warranty void if the product dies"
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