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Asus 5970 G/2DIS/2GD5/A (Asus Service is a JOKE!)

post #1 of 59
Thread Starter 
7/9/2010: Purchased ASUS EAH5970/G/2DIS/2GD5/A Graphic Video Card from nowdirect.com for 608.70

First part of November I started to lose video. Check everything out. Narrowed down quickly to the 5970. I have a 5850 in another box. I replaced the 5970 with the 5850 an there are no more video issues.

11/28/2010: Contacted Asus for repair/return.

12/7/2010: Received RMA #1

12/27/2010: Received repaired video board. Installed and low and behold the board still had the same issue. Requested another RMA.

12/28/2010: Received RMA #2

1/13/2010: Received repaired video board. Installed and low and behold the board still had the same issue. Requested another RMA. I was informed that no repairs have been done RMA#1 or RMA #2. All that was done was a load test both times.

Tech support hung up on me after taking part of my information. I called back and was hung up 2 more times. Finally was able to speak to a person, asked for supervisor name: Robert T.... I was connected to Robert's Voice Mail. Left voice mail.

1/14/2010: Called and spoke to a tech. Said I needed to speak to level 3 tech. Gave me Case #.... Went to level 3 tech support automated phone system which stated all techs where busy. It disconnected me without letting me know how to call back. Called back spoke to tech, he took down my information and case number. Said he would give it to a level 3 tech and they would call me back. No call from Robert.

1/18/2010: Called back, waited as always to get to level 1 support. Love the christmas music! Asked to speak to level 3 support. Put back on hold for another 20 minutes. Spoke to a nice tech whom was going on vacation this week but stated he copied Robert (yep.. same dude from above...) Robert would contact me to follow up. Never did. I am so surprised!!!

1/20/2010: Received an RMA #3 in the inbox today. I had to call to ask for freight paid since it was the THIRD time that I am sending the card back.

1/20/2010: Heading to FedEx to mail the card back to Asus and wait another 20 plus days to get the same card back in the same condition.

Oh... I filled a Btter Business Bureau claim, not like that will do anything. When I have a bit more time, I know of a few other avenues that I will do. California's consumer protection agency. Shoot, they may be closed due to no state revenue by the time I get around to them!

Lesson learned... No more Asus products for me. I am sad for I purchased two very nice and pricey items from them. It's hard to pay $600 and go through this. I have been without the card now since November 2010.
    
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post #2 of 59
damn thts the first bad thing i herd about asus i know a couple of peeps who rmaed stuff and a week later got a replacement soz to here ur bad luck
post #3 of 59
Lol and they say XFX service is bad, and I've NEVER had a problem with them. Good luck!
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post #4 of 59
Hmmm....*shrugs*..there is always a horror story out there.. some companies more than others
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post #5 of 59
Thread Starter 
Trust me, all I want is a working 5970 card... The

Sad part is, the saga continues with no end in sight... I did buy a EVGA card for my other box while I play out this silly saga. thus giving me the use of the Saphire 5850. Otherwise my box would have been without a vid card since this started. Asus techs didn't care how long the 5970 has been out of service. I'm just another number...
    
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post #6 of 59
Quote:
Originally Posted by Sabot View Post
Trust me, all I want is a working 5970 card... The

Sad part is, the saga continues with no end in sight... I did buy a EVGA card for my other box while I play out this silly saga. thus giving me the use of the Saphire 5850. Otherwise my box would have been without a vid card since this started. Asus techs didn't care how long the 5970 has been out of service. I'm just another number...
All I can say is "**** happens". And that's right, you are just another number for them, so you should raise hell. That way you might get noticed.
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post #7 of 59
I just want to say the word "joke" in all caps really sticks out in the 'recent posts' section
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post #8 of 59
Thread Starter 
Understood. Normally I have read about someone else posting this kind of issues. Now I understand how they must feel. I am lucky for I was able to have a backup card.

I did start to raise some heck on one of the recent calls and the tech just hung up on me. Then I couldn't get a live tech for a few days. May have had my number blocked?

So I figured I go back to being nice. That is not getting me far. So I am now looking at other means off shaking the Asus tree to get noticed. Such as filing a complaint with the BBB and others. All I want is a working card. I don't think I am asking too much....

I have their motherboard which concerns me.... first and last. I went with Asus on my latest build (see my sig) due to all the good things folks have said. Same reason I went with EVGA on my backup vid card for my son's computer (which I took the 5850 from...).
    
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post #9 of 59
Thread Starter 
Spoke to level 3 support yesterday. My card arrived and they will run tests on it again. Asus stated they will not be able to replace the card unless it fails for them.

If Asus has one of the best service around... boy we are in serious trouble.

I am now feeling they just don't have any means of replacing it since they are no longer in production. I have been told this a number of times over the last many months. Thus dodging the replacement.

I am suppose to receive a "phone call" on Monday 1/31/11, informing me on what they found. Want to bet they can not reproduce the issue? I guess it would be time to seek legal assistance which is silly but what else can I do to get a working $600 video card?
    
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post #10 of 59
Thread Starter 
On Tuesday I guess I will file a claim with California Department of Consumer Affairs. Not like the Better Business Bureau claim is going anywhere...
    
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