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Auzentech: Terrible Customer service

post #1 of 12
Thread Starter 
Has anyone else had to deal with Auzentech's terrible customer service?
I sent them an email regarding the status of my RMA last week Monday and haven't heard a response. I sent them another email last Thursday and tried to call the listed number for the building on Friday and all I got was "there is nobody in the office".

They have a BBB rating of F. I'm beginning to think I'll never get my RMA returned to me.

Anybody have any advice?
Edited by shiarua - 2/1/11 at 7:33am
post #2 of 12
Advice?

Search better next time when it comes down to buying stuff from places.
Is there a reason why you went through them for RMA and not directly from the manufacture of the product?
post #3 of 12
Are they based in Asia? If so, it is lunar new year and most of Asia is closed for the week.
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post #4 of 12
Quote:
Originally Posted by mbudden View Post
Advice?

Search better next time when it comes down to buying stuff from places.
Is there a reason why you went through them for RMA and not directly from the manufacture of the product?
He meant Auzentech, and they are the manufacturer of the product. OP I've not had to deal with them yet. I absolutely love my Forte though, hope I never have to RMA it.
post #5 of 12
Thread Starter 
Quote:
Originally Posted by bavarianblessed View Post
He meant Auzentech, and they are the manufacturer of the product. OP I've not had to deal with them yet. I absolutely love my Forte though, hope I never have to RMA it.

Yea, I meant Auzentech. I updated the title. Anyways, I loved my Forte too, and my Prelude before that. I sold my Prelude to my buddy after I got my Forte. However, it started "popping" and eventually the card just died. I had no choice but to RMA it.

Also, thanks DuckieHo. That makes sense. Even so, if a company is closed for more than a few days, they should have auto replies to emails stating a reason why and when we can expect to hear back from them.

I ended up buying an Asus Xonar Essence STX from a member on a different forum, so we will have to see how it compares. I'm mostly interested in using it for music, but if its gaming capabilities are lacking, I might switch back.
post #6 of 12
Thread Starter 
Just an update:

After finally receiving a response back from their customer support (I waited for nearly 2 weeks without a response), they said they would be getting replacement cards in on February 3rd, and that my replacement would be shipped to me 1-2 days later. Fast forward a week, and I didn't hear anything from them, so I emailed them about a possible tracking number. I spammed them 3 days in a row with email inquiries until I finally received a response on Friday (this seems to be the only way to get their attention). They said the card was being shipped out "today" (being Friday) and gave me a tracking number. Well, the shipment didn't actually get touched until late Monday (yesterday) and won't be delivered until Friday. I dont know how 1-2 days from February 3rd turns into 1+ week.

All-in-all, it will have been 6 weeks since I originally put in my RMA request. That is just plain ridiculous. I can understand a 2 week turn around time MAX. I've done many RMA's with various companies (Corsair, GSkill, Newegg, BFG Tech, Asus) and all have done a phenomenal job with their RMAs.

I personally am done with Auzentech. Yes, their products are great, but their customer service is so bad, its not worth the hassle should you have to RMA something.
post #7 of 12
Quote:
Originally Posted by shiarua View Post
Just an update:

After finally receiving a response back from their customer support (I waited for nearly 2 weeks without a response), they said they would be getting replacement cards in on February 3rd, and that my replacement would be shipped to me 1-2 days later. Fast forward a week, and I didn't hear anything from them, so I emailed them about a possible tracking number. I spammed them 3 days in a row with email inquiries until I finally received a response on Friday (this seems to be the only way to get their attention). They said the card was being shipped out "today" (being Friday) and gave me a tracking number. Well, the shipment didn't actually get touched until late Monday (yesterday) and won't be delivered until Friday. I dont know how 1-2 days from February 3rd turns into 1+ week.

All-in-all, it will have been 6 weeks since I originally put in my RMA request. That is just plain ridiculous. I can understand a 2 week turn around time MAX. I've done many RMA's with various companies (Corsair, GSkill, Newegg, BFG Tech, Asus) and all have done a phenomenal job with their RMAs.

I personally am done with Auzentech. Yes, their products are great, but their customer service is so bad, its not worth the hassle should you have to RMA something.
Ouch.... was their CS based in Asia or Asian at all? Lunar New Year does disrupt businesses for 2 weeks.
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post #8 of 12
Thread Starter 
According to their About page, their World HQ is based in California and they have offices in Korea and Japan. I'm not sure where their customer service is based out of.

According to Wikipedia, the Lunar New Year fell on February 3rd this year. I'm not sure what side of that those 2 weeks fell into, or if the Lunar New Year was kind of in the middle, but as I stated, they said they were getting replacement cards in on Feb. 3rd in a Feb. 2nd response I received from them, so obviously their customer service was in some kind of operation.

I initiated the RMA on January 7th and sent them my card on January 10th after I received my RMA number.
post #9 of 12
this is garbage. I can't believe a company can have an amazing engineering team but absolute garbage tech support.

I wish I knew this before I got my card. I think the forte is pretty awesome. It isn't a massive difference compared to onboard like my previous card did; though I've only played with a HD555 with them. I think I'm going to stick to HT Omega or ASUS next time. I only skipped on HT because of their poor vista drivers.
post #10 of 12
i thought it was pretty damn stupid that you have to register the card just to get drivers from them
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