- Jun 12, 2018
- 4
- 3
- 10
Ok so bizarre encounter with ASUS support. I shipped in my motherboard to get a repair on an issue with the USB (still under warranty). Having seen lots of posts online about their repair centers trying to avoid fulfilling their warranty using any excuse possible, I took many photos of the board before shipping and also followed their instructions to the letter, which involved placing the plastic CPU cover on the CPU before shipping.
So this board has the plastic CPU cover on, placed in the antistatic bag, and wrapped in about 3 layers of bubble wrap, and then placed in a cardboard box with excess space filled with Kraft paper. I ship this with their Fedex label and figured not much could go wrong... except I get an email from them saying they found *two* damaged pins on the CPU slot, but no signs of external packaging damage that warranted photos of it. I send them pictures of the motherboard with a perfect CPU slot along with the shipping label to prove it was right before I shipped it, but they maintain that I now have to pay them $75 to fix a this new CPU pin issue they introduced, and suggested I file an insurance claim with Fedex.
I told them clearly that I find it extremely implausible that Fedex only managed to damage 2 pins on the CPU slot when the cover was on, and with all that packaging, while not doing any damage to the box outside. They continue to refuse any repairs due to this and none of their escalated agents were willing to simply look at this ridiculous fact that clearly someone damaged it after it was opened...
It's one thing for them to refuse warranty service... but in this case they've apparently caused $75 worth of additional damage simply by me sending it in to them...
I have just filed the Fedex claim, in case that actually works out as I'm not sure Fedex will believe they caused the damage without any packaging damage, and I also contacted Amazon who said they *may* be able to do something if ASUS refuses warranty (the purchase was made about 2 years ago, and warranty is for 3 years). What else can I do (besides avoiding ASUS products like the plague) as I've already sent countless emails that are going nowhere? Am I crazy? Is it actually possible for damage to occur to just two pins with all that packaging and a hard plastic CPU cover on?
Picture they sent of the 2 damaged pins.
Picture of the CPU pins before I packed it and shipped it.
UPDATE:
After escalating 4-5 times, I get yet another guy that repeats to me that ASUS repair centers cannot lie or make a mistake. I inquire about the original issue I sent the board in for and they said because of the physical damage (probably caused by ASUS in the first place), they cannot even begin any repair or assessment on the original RMA reason. Basically they are refusing to service the board and possibly caused the damage to deny the service in the first place.
So I ask for the shipping label and invoice so that I can make a FEDEX insurance claim and they said that because I rejected the invoice, they cannot send it to me again... and that they could not make an insurance claim for me because they did not create the label (except that they *did* create the label and sent it to me).
So clearly they aren't even looking at the details of what's happening, and they're final escalation was useless. I finally called Amazon and thankfully they're going to take over the case with the manufacture with my evidence and simply grant me a partial refund on the board. Probably going to leave this as a review on the product page as well. Basically ASUS boards work well when they work (though I always have an issue with their bluetooth), but you can pretty much value their warranty as worthless.
So this board has the plastic CPU cover on, placed in the antistatic bag, and wrapped in about 3 layers of bubble wrap, and then placed in a cardboard box with excess space filled with Kraft paper. I ship this with their Fedex label and figured not much could go wrong... except I get an email from them saying they found *two* damaged pins on the CPU slot, but no signs of external packaging damage that warranted photos of it. I send them pictures of the motherboard with a perfect CPU slot along with the shipping label to prove it was right before I shipped it, but they maintain that I now have to pay them $75 to fix a this new CPU pin issue they introduced, and suggested I file an insurance claim with Fedex.
I told them clearly that I find it extremely implausible that Fedex only managed to damage 2 pins on the CPU slot when the cover was on, and with all that packaging, while not doing any damage to the box outside. They continue to refuse any repairs due to this and none of their escalated agents were willing to simply look at this ridiculous fact that clearly someone damaged it after it was opened...
It's one thing for them to refuse warranty service... but in this case they've apparently caused $75 worth of additional damage simply by me sending it in to them...
I have just filed the Fedex claim, in case that actually works out as I'm not sure Fedex will believe they caused the damage without any packaging damage, and I also contacted Amazon who said they *may* be able to do something if ASUS refuses warranty (the purchase was made about 2 years ago, and warranty is for 3 years). What else can I do (besides avoiding ASUS products like the plague) as I've already sent countless emails that are going nowhere? Am I crazy? Is it actually possible for damage to occur to just two pins with all that packaging and a hard plastic CPU cover on?
Picture they sent of the 2 damaged pins.
Picture of the CPU pins before I packed it and shipped it.
UPDATE:
After escalating 4-5 times, I get yet another guy that repeats to me that ASUS repair centers cannot lie or make a mistake. I inquire about the original issue I sent the board in for and they said because of the physical damage (probably caused by ASUS in the first place), they cannot even begin any repair or assessment on the original RMA reason. Basically they are refusing to service the board and possibly caused the damage to deny the service in the first place.
So I ask for the shipping label and invoice so that I can make a FEDEX insurance claim and they said that because I rejected the invoice, they cannot send it to me again... and that they could not make an insurance claim for me because they did not create the label (except that they *did* create the label and sent it to me).
So clearly they aren't even looking at the details of what's happening, and they're final escalation was useless. I finally called Amazon and thankfully they're going to take over the case with the manufacture with my evidence and simply grant me a partial refund on the board. Probably going to leave this as a review on the product page as well. Basically ASUS boards work well when they work (though I always have an issue with their bluetooth), but you can pretty much value their warranty as worthless.
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