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I am DONE with ASUS

post #1 of 62
Thread Starter 
I have never in my life had this god-awful service in my life. I wrote a rant a while back, but this is just...wow.

Our story begins a few weeks back on a sunny day in Virginia, where a young man named Limes was assembling his sig rig and adding PCI cards to get the most performance from his server (prepping for bulldozer so to speak). Unfortunately, after attempting to use the top PCI slot he discovered that it did not work. Furthermore there was some issue when using a Blu-Ray drive to play discs. After several days of diagnosing and a fantastic rma with the great folks at newegg, he diagnosed the issue as motherboard related and since the PCI-E port was dead/not working, he decided to RMA. Happily he contacted ASUS was able to generate an RMA number which he was told would be e-mailed to him soon. After a day he called ASUS up and asked kindly if they could resend the e-mail and discovered to his horror...the rma representive messed up all his contact information and name. Correcting the issue he hung up, and received the e-mail within 5 minutes. With the urgency of getting his sig rig up, he paid out of his own pocket $40 for next day air, and got the board to them by Friday. Along with the board he was nice enough to include a formal letter explaining the board's problems and the situation in the hope that his $450-$500 motherboard would get quick resolution and he would be able to get it next week.

Then the real nightmare began...upon checking the RMA status, he found out the incorrect information was still in the system for shipping the motherboard back, along with an name that sounded half spanish, half dinosaur. After CONFIRMING the correct details, he waited a few days then proceeded to call again to see if they had updated the status in the hope that it would get to him by the end of the week, they had been diagnosing it for the past 3 days and that it would be shipped tomorrow.

After working late the next Friday he came home, exhausted but happy to see a package from ASUS. Immediately he pushed his family and friends aside as he ran up the stairs like a giddy school boy to install this motherboard and setup the OS. During this process, he also noticed that upon looking at the address, it was the same INCORRECT address and name that was originally provided. Its a miracle it found my home address, everything was incorrect. Upon spending a good amount of time installing the board, upon powering on and testing the slot. He found that to his DISMAY that it had the same issue. Fustrated, tired, angry, and sexually repressed, he called up ASUS demanding to know why they had sent him the same board with no changes. They answered him with "Our technician reset the CMOS and everything worked." Three days it took for a technician to press a button and assume everything worked without any actual testing. Apart from that, the CMOS was not reset as he could see from using staring at the computer. Suffice to say, Limes was heartbroken to see one of his now ex-favorite brands screw him over on this. He proceeded to call the next day and explain the situation, demanding a new motherboard replacement, not wanting to spend more money on shipping a motherboard that should have been fixed.

He was contacted Monday morning by a woman who provided him an advanced RMA form. Happily he filled it out and sent it back to her. Upon submission, several hours later he was CHARGED with the money on his credit card, not a hold, but an actual charge. Demanding to know WHY they had charged the card, they resolved the issue and everything proceeded as planned. On Thursday he tiredly called ASUS AGAIN to check if the RMA had been shipped and was told it would ship Friday with overnight shipping that once again...I had to pay.

It is now Monday, I am still without a board. The only reason I paid for overnight is that I can get it installed when I am free during the weekend.

Dear ASUS, go die in a fire. I have spent $70 on shipping so far on a $450 board that is covered by YOUR warranty, I have cooperated with you guys, done my best to resolve every issue you throw at me and I am done. You guys are quite possibly the WORST company for customer service, and you guys can go f yourself.

EDIT: I got a tracking number today, got free shipping upgraded and a prepaid return label. Now I can finally get my board. Yay!

Thank you.
Edited by Limes - 4/26/11 at 4:07pm
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post #2 of 62
LMAO!!

The last Asus mobo I held was broken in half, and on fire, mainly because of the same crap you had. My brother sent it in for RMA and came back SAME BOARD, no defects noted. WAH??????? I agree, Asus can burn in a raging fire.
BULLDOZER!!!
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BULLDOZER!!!
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post #3 of 62
i love my Asus Xonar Essence STX :S
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post #4 of 62
Thread Starter 
I edited the post because I forgot to mention they messed up on the address.

They also had the balls to interrupt me on the phone and asking me sir, is this card compatible? No dip****, thats why it works in every 8x slot except the top one, and if you even listened to what I said I tried a RAID card AND a NIC card which work perfectly.

I am calling them tomorrow and demanding a refund of shipping at this point. If they charge me I am doing a chargeback.


Quote:
Originally Posted by the_xpert View Post
i love my Asus Xonar Essence STX :S
Dont get me wrong, I love their products, I bought them in the past, but for $500 mobo, I would expect better service, this entire scenario just makes a point that I should just buy OEM or other brands if they wont actually honor their warranty.
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post #5 of 62
Knock on wood, never had any problems with asus boards and hope I don't because I don't want to go through it.
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post #6 of 62
Man that blows. I've never had a problem with Asus, but my P8P67 Pro board gave me some problems...i.e. my 4870x2 wouldn't work and other minor quirks out there. Yeah, I'm definitely going to go for Gigabyte now because of these issues lately.
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post #7 of 62
damn
post #8 of 62
Should have done an advance RMA in the first place.

You really shouldn't be complaining about shipping charges that's your fault.
    
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post #9 of 62
Few years ago I had the same problem too sent in a board that was faulty they shipped me the same one back except they updated the bios... Added a small color mark on it so I knew it was the exact same one I shipped to them after sending it right back with the same problem I finally got a different board that worked. Asus like's to cheap out when it comes to RMA's
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post #10 of 62
All I'm left with now is MSI to look up to. Asus also said to me on the phone earlier, that if you even have scotch tape on a GPU, it voids your warranty. Needless to say, my 470 is a paperweight now.

Sigh.

I feel you Limes, RMA problems suck.
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