ASUS Support Services

[sub-80]

Hello;

I bought an ASUS Motherboard and I found a few weeks later when I got the remaining parts of my pc is that the motherboard is defective. So after a hassle of getting connected to the wrong region, I was able to send the motherboard for RMA. After a while I got a mail stating that my motherboard is non repairable and a replacement will is arranged and a invoice will be sent for the replacement/services. So I replied asking for the cause/reason it was not operating, is it a defective product or was the motherboard damaged if so what kind and where. I received a mail identical to the first. After a few months, I got a mail informing a replacement was arranged and they are charging me around 65% of the purchase price. At the bottom it noted that a corner was damaged which is non repairable. I pressed the dispute Button and I informed that there was no damage to the corner when shipped and I have photos if required. Today I got an email of the invoice site showing it has been disputed with no reply.

Anyone had a similar experience with ASUS?

 

[MagnusTheBrewer]

ASUS and all other mb manufacturers are not in the business of supporting their products. Their default position is always at the cost of the end user. You will be successful in either obtaining a working product (most likely) or credit BUT, only if you are persistent and prepared to wait for months. ALL mb manufacturers have taken the axiom to heart that it is cheaper to attract new customers than to retain existing ones. Good luck and keep us posted.

 

[UsandThem]

If the board has physical damage, either damaged before it was shipped or got damaged during shipping, this is what they do and it is pretty standard. The key is to always test components during the return/exchange period of the retailer.

It's going to be your word against the RMA department. And from how it has worked out for those over the years who had physical damage on their product, the odds are heavily in their favor.

Could it be damage you missed when you mailed it in? You could contact them and see if they could email a picture of the damage.

Also, there is already a thread in the motherboard section that discusses what others have experienced with Asus service:

http://forums.anandtech.com/showthread.php?t=2462599

 

[sub-80]

Ive offered to send them photos of the motherboard and have also tried to send them with out their request but for some reason I cannot send the attached photos.

In the invoice it mentions that if the payment is not made no later than the 17 of May the damaged motherboard will be returned on the 18th of May.

So I as I informed before I have raised a dispute stating that there was no damage on the motherboard when shipped. I got a reply that does not address my question but says if I believe the retailer damaged the motherboard. I replied that you misunderstood and asked the question again. And if I am liable for any damages incurred by the shipping courier. And am awaiting their reply.

In terms of experience with other Manufacturers, I have had issues with Gigabyte graphics cards and their support service was great. After the application for submitting the a product for RMA is accepted, they send you a UPS prepaid receipt to ship your card. And in the first case the card was repaired and the second they have offered a 970 for my 780, which I accepted.

 

[sub-80]

One Question: Is the payment Due date of the invoice still in affect while there is a dispute?

 

[sub-80]

At the end I paid for the replacement and awaiting the new motherboard and the photos of the damaged motherboard to send to the shipping courier.

 

[sub-80]

I got the photo of the "damaged" corner on the motherboard that made it impossible to repair. (Impeded below) From my inexpert view it seems just a scratch obtained when shipped.

 

[lightningbaron]

A problem with RMA and lesson learned, take a picture before you send it back. It's he said/she said, but was your package insured? Hopefully your card provider takes your side on the dispute.

 

[nsafreak]

That's a lot more than just a scratch, it looks like a small chunk of the PCB is missing if not that at least multiple layers of the board are missing. It's possible that the board may still work but it'd be pretty tough to repair something like that.

 

[MongGrel]

It looks like it was dropped on the corner outside of the box some where along the line to me.

Unless your box was crushed badly, that's not shipping damage.

 

[sub-80]

Informed ASUS support that I could send them photos of the MB before shipping but they showed no interest to receive the photos and informed me if the damage is from shipping I should contact the courier.

 

[nsafreak]

I don't see the damage on the pics you've included here so somehow it happened with the courier although it would take a pretty severe drop to do it that appears to be what happened. I'd open up a claim with whichever carrier you used to get the insurance money out of it (I hope you insured it......)

 

[sub-80]

Scr*w it. I get the run around.

Sent from my SM-G930F using Tapatalk

 

[Lyfer]

MSI did that to me once. I filed a claim with FEdex and got my money's back. It took a long time and I had to obviously buy my own replacement (I got an Asus replacement board).

Ymmv.

 

[JackMDS]

OP you wasying your time on trying to explain that you are Right.

I am not Justifying the situation, but the money made on most computers' components his very small.

If any manufacturer would provide real support, one incident would cost them the amount of money made on the component at hand and 10 others.

As a result the Support is really a None existing BS.

Right or wrong (fair or Not), functionally one has to buy components from stores with liberal returning service. Check and use the component immediately and in case of trouble return it for exchange, and or refund from the seller.

 

[mxnerd]

Don't know about ASUS.

I live close to ASROCK HQ. I always bring broken (won't start, not damaged) ASROCK motherboards to their office. Almost always got a brand new replacement 2nd day.