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1080 Ti "Arrived Damaged", ASUS Won't Honor Warranty

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post #1 of 47 (permalink) Old 11-22-2018, 12:00 PM - Thread Starter
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1080 Ti "Arrived Damaged", ASUS Won't Honor Warranty

Hey everyone,

This is going to sound unbelievable, but I sent my graphics card to ASUS due to bad coil whine and the middle fan not spinning up very often at all (which they claimed was not normal behavior). I packed it up by using two thick layers of bubble wrap all around it and placed it in a box. It left my possession with no physical damage whatsoever. It still had some protection stickers from the factory (exception of the backing sticker). Eight business days later, after arriving at their repair facility, they tell me it's damaged and that they can't replace it under warranty. They send me a bill for a refurbished 1080 Ti replacement for well over $700 as if I'm going to hand them the money right away. They sent me a picture of the damage (attached).

I sat on the phone for just under an hour, twice, trying explain to the highest level of escalation that I had I got to that this is unacceptable and that they will replace the graphics card. I strongly believe someone at the repair facility won't own up to damaging my card (dropped it, who knows). Now, it's my fault the card is damaged just because they said it is. With that said, a representative there named James stated that what I saying was a very good point and that he'd send the information over to the repair facility. What I tried explaining was that it's impossible for the box not to get damaged but the PCB and metal mounting bracket to get damaged (cardboard is weaker obviously than PCB and the metal mounting bracket). If that was the case, the damage to the box would have been visible and ASUS would have rejected the box. The following statement is directly from an email they sent to me. "Please note if there was no obvious indication of shipping damage to the original packaging, the packaging would not have been retained." So, I asked for pictures of the cardboard box to see its condition upon arrival. They stated they would retrieve them but they never did. I call them back today and another representative (again, highest level of escalation) stated that none of this was said or notated and that I never spoke to a James. He kept regurgitating the same information that they didn't do it and that I have no other option.

With this logic, I tried explaining to them how messed up it would be if GM denied to rebuild the transmission of a car with only 10,000 miles on it due to a chip in the paint. Would you ever buy a car under these terms? Of course not. That is why you shouldn't consider ASUS products either. They simply don't honor their warranty and seem to pick and choose who's products they will replace. I told them that it wasn't even my doing that the card incurred damage but to grasp the principle anyways. It's an absolutely ridiculous policy, and ASUS was very dishonest towards me. I will never support them with a single penny of mine again. Of the many friends that I know and people I build PCs for, I will never recommend ASUS to them for anything again. There are countless stories of people experiencing the same treatment from ASUS. Just Google it for yourself. As for the motherboard in my signature that's an ASUS product, I'll be getting rid of that soon too. What a shame.
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post #2 of 47 (permalink) Old 11-22-2018, 12:12 PM
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The only time I've ever went with Asus was for my last build since I was budgeting for close to $5000.

Normally, I ignore Asus since they generally price their stuff high and they think their all that.

I usually go for the underdogs. I do my homework and buy quality for less.

Often then not, the underdog will treat their customers with more respect.

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post #3 of 47 (permalink) Old 11-22-2018, 12:21 PM
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A chip in the paint isn't damage to the transmission, though. If your transmission was slipping and the tow truck physically damaged the transmission further on the way to the dealership, they wouldn't accept it either. The paint comparison is silly.

It sucks that it happened but that's why shipping insurance exists - it's as much Asus' fault as it is yours ... you should be dealing with whoever you shipped it through (assuming you bought insurance). You can't prove Asus dropped it regardless how likely it might be.

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post #4 of 47 (permalink) Old 11-22-2018, 12:36 PM
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Well not only in Argentina they have ****ty consumer. In my case they reject a motherboard of a client (i work in a computer reseller) because one pin was bend 0.5mm to the left. The problem with the motherboard was the USBs totally not related to the socket pins

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post #5 of 47 (permalink) Old 11-22-2018, 12:40 PM - Thread Starter
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@Gunderman456 That's the vibe I get from ASUS's pricing as well. That is also the exact thought that came across my head after dealing with ASUS, and I will definitely be going for other brands instead as a result of such poor treatment.

@The Pook You're missing the point. A scuffed PCB has nothing to do with coil whine and a middle fan barely spinning. A chip in the paint of a car would have nothing to do with a transmission slipping. Yet, either company not fixing or replacing their faulty products as a result would be silly. It's an excellent analogy actually as I'm well-versed in both departments. The courier currently has nothing to do with the issue because ASUS failed to show me the condition of the box upon arriving at their repair facility. Consider that the card was wrapped in two layers of thick bubble wrap all around and that cardboard is weaker than PCB material and metal. Lastly, purchasing shipment insurance covers you only when you can prove that the courier damaged your item. In this case, it's almost impossible to prove such a thing because I did not take pictures of my product before shipping it. I've learned my lesson as a result of this case.

@lexer I'm not surprised whatsoever. I've read many stories similar to yours. Little did I know how atrocious their policies are. It's really their loss and not ours. I'm not too upset about what happened, but I simply want to warn others through my experience that they should be careful if they want their warranty honored after something bad happens to their hardware.

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post #6 of 47 (permalink) Old 11-22-2018, 12:46 PM
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You're missing my point. You can't prove it wasn't damaged before you shipped it and it's your word against Asus' at this point.

Sucks, but that's why you buy insurance and worst case scenario you can always blame USPS/UPS/FedEx.

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post #7 of 47 (permalink) Old 11-22-2018, 12:53 PM - Thread Starter
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@The Pook I'm not sure if you read them thoroughly, but please read my previous two posts. You'll find everything relevant to your considerations in them. Anyways, I do thank you for contributing to the dialogue.

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post #8 of 47 (permalink) Old 11-22-2018, 01:23 PM
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Did you ever reach out to their CEO like it says at the bottom of their support e-mails? I'm curious how that actually gets handled.

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post #9 of 47 (permalink) Old 11-22-2018, 01:27 PM
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I understand and read everything fine. I don't disagree that Asus probably caused the damage, but you having no insurance and the fact you can't prove that Asus did the damage so you're SOL unfortunately. Circumstantial evidence doesn't imply someone is guilty. You didn't see Asus drop the card and I'd assume you didn't take pictures of the package before you shipped it so its your word against theres and unfortunately without any proof you're SOL.

At least with insurance you could blame UPS/USPS/FedEx, even though it's not their fault you'd still get reimbursed. USPS insurance claims are insanely easy (albeit slow) to get to pay out - I've gone through it 3 times and had a 100% success rate.

Ethical or not is another story (assuming without question Asus is to blame), but I don't ship $10 items without insurance let alone a ~$600 GPU.

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post #10 of 47 (permalink) Old 11-22-2018, 01:34 PM
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Man that really sucks. I'm in a love/hate relationship with Asus, I love their products but their RMA is awful and this stuff happens often.

Keep fighting man.

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