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Windows 7: RMA troubles with ASUS

12 Feb 2013   #1
otis lehawk

Windows 7 Ultimate x64
 
 
RMA troubles with ASUS

So I know I should probably find an asus forum for this topic but i was wondering if anybody here might have suggestions. I ended up buying an asus motherboard and hooked it all up and it was defective. so I got hold of there Rma service and set up to get the board replaced. but before I sent it on its way I decided to put a small dot on a screw hole with a marker to see if id get the same board back. Once I received the new board I looked it all over and saw that it was in fact the same mb. So I plugged it In and still no result. It still didn't work, so I sent it back for RMA telling them that the problem was not resolved. I then Received the board back and as I'm looking it over put of the box I noticed that a pin had been broken off of the CPU socket.. By now I am not the happiest because I have been at this for about 5 months now altogether. So I email them saying that I received the "replacement" motherboard (and it is still the same mb from the beginning) and that it had broken CPU pin and I was afraid of trying the board for the sake of harming my equipment. and i asked them If it would be tested before It was returned, They ended Up taking it again. So I finally receive the board back after the third RMA. And guess what, still a broken pin. and by now It had been just a few weeks under a year I email them back telling them the issue, that they had sent me a defective board three times and had broken a CPU pin in the process and I asked them if I could just get a new mb. the replied with something like, "We do not cover broken pins under our RMA service and your Item is no longer in warranty." so I emailed back saying that i have been in the RMA process for a year since I got the product and that the CPU came broken after asus "repaired" it. and then I never hear back from them. That was was a year ago.

So after hearing my story, what do you think I should do? or has anyone else had a similar situation?


My System SpecsSystem Spec
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12 Feb 2013   #2
TwoCables

 

I think I would call them instead of using e-mail. Phone calls are always more effective than anything else (except for in-person visits).

Now, I know it's too late to say it, but I think that it would have been better to return the motherboard to the store telling them that they sold you a defective product. For example: if it's Newegg and if you call them on the phone telling them that what they sold you is "defective", then they would pay to take it back and then they would ship out another one at no extra cost to you once they received the old one. I did this with them once and they e-mailed me a pre-paid shipping label in PDF format.

With ASUS, I guess I would try to use their records against them - but over the phone. I mean, they must have records that show how long you've been at this. Out of warranty or not, I would like to see what their records show.

Actually, you might even demand to talk to a manager or someone higher up because this is pure B.S. if you ask me. They owe you something for wasting your time.
My System SpecsSystem Spec
12 Feb 2013   #3
otis lehawk

Windows 7 Ultimate x64
 
 

I actually work for a computer store so as far as returning it to the store, since it was ordered from a distributor they said that I had to Submit an RMA directly through the manufacturer. And I have called before at the beginning of all this but when I tried it I either cant understand them or one time I waited on hold for 40 mins and was then hung up on before I reached anyone.
My System SpecsSystem Spec
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12 Feb 2013   #4
TwoCables

 

Quote   Quote: Originally Posted by otis lehawk View Post
I actually work for a computer store so as far as returning it to the store, since it was ordered from a distributor they said that I had to Submit an RMA directly through the manufacturer. And I have called before at the beginning of all this but when I tried it I either cant understand them or one time I waited on hold for 40 mins and was then hung up on before I reached anyone.
Yeah, I didn't like telling you to call them. The one and only time I ever called ASUS, I had the same experience: I was on hold for over 40 minutes and was disconnected. I think I spoke with someone once during that time, but I could barely understand them. Although, my situation was different and I was able to call Newegg and get it taken care of through them.
My System SpecsSystem Spec
12 Feb 2013   #5
otis lehawk

Windows 7 Ultimate x64
 
 

Ya I have another motherboard here that also have bent pins that needs repaired but this is a EVGA board and the problem wasn't cased by the manufacturer. lol I was actually looking into seeing if in any way i could fix the pin on my mb but it looks next to impossible..
My System SpecsSystem Spec
12 Feb 2013   #6
TwoCables

 

Quote   Quote: Originally Posted by otis lehawk View Post
Ya I have another motherboard here that also have bent pins that needs repaired but this is a EVGA board and the problem wasn't cased by the manufacturer. lol I was actually looking into seeing if in any way i could fix the pin on my mb but it looks next to impossible..
Oh yeah, that's definitely out of my league!
My System SpecsSystem Spec
12 Feb 2013   #7
indianacarnie

 

I've been lucky with my Asus lappy I guess as I couldn't be more satisfied with it. Once I disabled the horribly oversensitive touchpad anyway. I belong to the Republic of Gamers (Asus RoG) forum also and sadly your story is all too common.Theres page after page and thread after thread of complaints like yours. Asus has the worst customer "service" of any of the brands I've owned. By far!
My System SpecsSystem Spec
12 Feb 2013   #8
AddRAM

Windows 7 Pro x64 Windows 10 Pro x64
 
 

Great idea putting a mark on the board, companies flim flam you all the time, you can`t trust`em.

I would phone ( as mentioned ) and demand a brand new board, and keep calling !!
My System SpecsSystem Spec
12 Feb 2013   #9
TwoCables

 

The squeaky wheel gets the oil.
My System SpecsSystem Spec
12 Feb 2013   #10
yvesj

window 7 home premium 64 bits
 
 

what i do in case like that .
i put all my info[problem] in my email to them .but before i send it i copy it then i will send 50 .60. 75 of them as fast as i cant .i guaranty you that they will fix your problem fast .
that is the first day .i do the same on the secound day .
just my 2 cents
My System SpecsSystem Spec
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 RMA troubles with ASUS




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