Warning about ASUS

[incurablegeek]

I have purchased many ASUS boards over the years and never a quality problem. The board that I purchased recently has defective DIMM's, a problem that required quite a bit of work to diagnose.

The following is my Live Chat with ASUS which I think tells it all:

[FONT=&quot]Marcus[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]Hello ME, thank you for contacting ASUS support. At the end of this chat please take the time to fill out a brief survey and rate the overall experience at the top of the chat window. How can I help you today?[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]ME:[/FONT]
[FONT=&quot]First of all, Please do not put me on hold - and then disconnect me. I have contacted ASUS twice in my attempt to RMA a board with defective DIMM's. I do not have the box so I do not have the serial number: All I have on the board stickers are 0210261-00219-MB07F0-A04 0902 and
C860007073CB

[/FONT]
[FONT=&quot]My case number is WTM20130710020819640 and I communicated with both Tian and Kevin.[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]Marcus:[/FONT]
[FONT=&quot]I will try to keep the session open by chatting with you.[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]ME: I have lots of ASUS boards and the SN is always stamped on the board.[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]Marcus:[/FONT]
[FONT=&quot]Did you look on the back of the board for the s/n?[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]ME:[/FONT]
[FONT=&quot] Of course. I have been building computers for 25 years.[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]Marcus:[/FONT]
[FONT=&quot]Can you send all the pictures of the numbers on the board to me?
[email address removed] [/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]ME:[/FONT]
[FONT=&quot]No, I just gave them to you!![/FONT]
[FONT=&quot]0210261-00219-MB07F0-A04 0902 and C860007073CB
I buy LOTS of ASUS boards. Let's not make this my first bad experience.[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]Marcus:[/FONT]
[FONT=&quot]I don't want that either. Since you are familiar with our products you probably know what a serial number looks like and I need the correct one to create a RMA for you. Let me check on these numbers for you.[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]ME:[/FONT]
[FONT=&quot]Yes, I do! And as I mentioned, this is the first board NOT to have the S/N stamped on the front of the board.[/FONT]
[FONT=&quot]Everything else is nicely marked, just not S/N. Believe me I have read all the very small stampings and no S/N on the board.[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]Marcus[/FONT]
[FONT=&quot]If the S/N is not on the board then it is out of warranty. We can repair it for you but you will be charged a fee.[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]ME:[/FONT]
[FONT=&quot]What the heck do you mean? I absolutely cannot remove a sn if it is stamped on the board. This is completely unacceptable. I've had the board for a while in the box and just now decided to use it. Out of the box the DIMM's are bad. That is your problem to fix![/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]Marcus:[/FONT]
[FONT=&quot]I'm sorry sir, but if there is no serial number on the board then it cannot be tracked in our system.[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]ME:[/FONT]
[FONT=&quot]The board is manufactured in China. YOU did not stamp the board. How the devil am I responsible?????[/FONT]
[FONT=&quot]Do you sell boards w/out serial numbers so you can claim No Warranty. That, sir, is fraud![/FONT]
[FONT=&quot]" it cannot be tracked in our system." Please be advised: I did not design your "system" either.[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]Marcus:[/FONT]
[FONT=&quot]No sir, you did not. That is company policy.[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]ME:[/FONT]
[FONT=&quot]Send me a copy of this. It's going all over the net.[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]Marcus:[/FONT]
[FONT=&quot]It is on our site service.asus.com.[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]ME:[/FONT]
[FONT=&quot]You should be ashamed of yourself![/FONT]
[FONT=&quot]I see no copy of this on service.asus.com[/FONT]

 

[madcratebuilder]

Since you do not have a serial number on the mobo is it possible someone sold you a counterfeit product?

 

[TwoCables]

Either it's counterfeit, or some idiot didn't know that they were not selling an ASUS board. Or, they were selling it as an ASUS board in order to get rid of their crappy motherboard with dead memory slots. Either way, I think you owe that representative a huge and sincere apology. Wow.

 

[derekimo]

Shouldn't you remove that persons email address from your transcript?

 

[TwoCables]

Shouldn't you remove that persons email address from your transcript?

He wants everyone to know it.

 

[incurablegeek]

You guys just put the Fear of God in me. I just checked another ASUS board that I installed in another computer this morning - and it too has No Serial Number.

I buy from Amazon, and my experience with Amazon has always been very good. I just contacted them and they typically respond very quickly.

Two things:

As you probably know, I lived in China for awhile. Well, when my girl (born in Beijing) and I were walking down the street of ShenYang (about 8 million people), she bought a bag of peanuts from a street vendor. Well, the peanuts were nothing but empty shells, put back together by the vendor.

Oh, that's nothing. Did you know that you can buy beautifully repackaged Dead Batteries in the stores of Beijing. I've got more but you get the idea.

I'm guessing one of the companies that sells through Amazon may be playing the counterfeit game. I'd buy from NewEgg but they're in TN so that means additional charge. :sarc:

 

[TwoCables]

Was it shipped and sold by Amazon? Or, some seller in the Amazon.com Marketplace?

 

[incurablegeek]

Gotta check, TC. But Amazon is a stand-up company. It's ultimately their responsibility.

Your question is not stupid if you don't know the answer.

Hey, thanks TC. I always kind of felt all my questions were stupid.

 

[Lady Fitzgerald]

I found out a short while back that my ASUS board didn't have a serial number. Fortunately, I have a policy of keeping original boxes until the warranty period is over and record serial numbers along with receipts, etc.

 

[TwoCables]

Gotta check, TC. But Amazon is a stand-up company. It's ultimately their responsibility.

They can't control what sellers do. Some of those sellers don't have very good ratings. Just because they're in the Amazon.com Marketplace, it doesn't mean that they won't do unscrupulous things.

Your question is not stupid if you don't know the answer.

Hey, thanks TC. I always kind of felt all my questions were stupid.

I got sick of people thinking that their question is stupid, or people saying that someone's question was stupid.

 

[Layback Bear]

incurablegeek where did you but this motherboard? Maybe they could work with Asus in you behalf.

I don't believe any motherboard manufacture would intensionally leave off a serial number. They need that number more than we do for tracking and gathering information on their products.

Just a thought for the future.

I always keep the box the motherboard came in. It comes in very handy for storing all the extra things I don't use when building a system. Extra cables, jumpers, manuals for all hardware ect. in that particular computer.
The box is also handy to box the RMA motherboard for shipping.
I have RMA two Asus motherboards. Without having the serial number I don't believe Asus could of helped me.

 

[incurablegeek]

Fortunately, I have a policy of keeping original boxes until the warranty period is over and record serial numbers along with receipts, etc.

I've got to admit that I was really sloppy and stupid there. Not a mistake I will make ever again. Thanks for pointing up the obvious.

You know, though, the tricky thing is that the ASUS rep said that without a serial number on the board they had no way to identify it. Sounds a bit tricky to me.

 

[linnemeyerhere]

First off the first rule of customer service is "kill em with kindness" I would have taken a picture (s) and emailed while on the line with the representative. But if no serial number is the deal breaker then it looks like a fair amount of the ASUS mobo's being sold are suspect to say the least and you would think that ASUS would want to be in the loop and ask you exactly from whom the mobo was sourced. Good luck getting help with Amazon as you say they are "stand up".
Remember treat people as you would like to treated and you'll get further......in mobo's as in life !

 

[VistaKing]

What is the model of the Motherboard ?

 

[Layback Bear]

Very good question VistaKing.
Where was this particular motherboard bought?
Do you have the paper work that could help with a RMA?
You could of got one of those empty peanut shells.

 

[TwoCables]

Yeah, like I said: was it shipped and sold by Amazon, or someone in the Amazon Marketplace? If so, then which seller was it?

 

[incurablegeek]

As I mentioned before, my two latest ASUS boards were purchased from Amazon, which has always been a stand-up company with me. Details on that if you would like.

From the invoice:
1) ASUS M5A97 Evo - AM3+ - 970 - SATA 6Gbps and USB 3.0 - ATX AMD ATX DDR3 2133 Motherboards
Condition: New
Sold by: Amazon.com LLC

2) ASUS M5A99FX PRO R2.0 AM3+ AMD 990FX SATA 6Gb/s USB 3.0 ATX AMD Motherboard
Condition: New
Sold by: Amazon.com LLC

 

[TwoCables]

Oh, so the answer was Yes, it was shipped and sold by Amazon. That's all I was wondering. I wasn't looking or more than that.

 

[linnemeyerhere]

So your next online call set up will be with Amazon and that should get the ball rolling. Good luck and keep us in the loop.

 

[incurablegeek]

Two Reasons Why I Always Buy From Amazon:
​

1) A few weeks ago, I purchased a CyberPower UPS which turned out to be too low a wattage for the PSU. It was 100% my fault actually, because I changed my mind and decided to use a bigger PSU.

Well, I contacted Amazon after I had already received the UPS and opened the outer box (not the UPS box),
I told the Amazon customer rep that I had done so and that it was my responsibility to at least pay the return freight.

Well. the customer rep said to call the shipper and have them come back and pick it up as refused. I fully expected to pay the return shipping charge at least. Believe it or not, Amazon paid the shipping charge both ways. And it was all my fault!


2) Less than three hours after I contacted Amazon about this problem they replied. Here is what they said!

...................

Hello,

I'm so sorry about your problem. I'm sorry for any inconvenience this might have caused you.

Instead, I've requested a full refund of $114.99 to your payment method. You'll see the refund in the next 2-3 business days.

Once processed, you'll also be able to see the refund request here:

https://www.amazon.com/gp/css/summary/edit.html?orderID=103-4322910-0669814

To compensate this inconvenience, place a new order (directly from Amazon or fulfilled by Amazon) with One-Day Shipping and write back to us with the order number so that we'll either waive off or refund the total shipping costs.

Please visit the following link to provide the information we requested:

http://www.amazon.com/rsvp-mi?c=yrhghedw3744419252&q=o2r

If you still have any concern, please feel free to contact us immediately. We're here to make things right for you.

http://www.amazon.com/gp/help/contact-us/general-questions.html

If it's convenient you, you can also contact us by phone or chat so we can assist you right away.

To contact us via phone: http://www.amazon.com/clicktocall

To contact us via chat: http://www.amazon.com/clicktochat

We look forward to seeing you again soon.

Best regards,
Benjamine M