- May 5, 2011
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Sorry if this is posted in the wrong section (?).
Last year I bought an Asus VG236h 3D monitor with nVidia 3d Glasses from "Fry's" for $680 including the extended in store replacement warranty. Well, I loved the monitor as I game in 3d all the time, so this year, I decided to upgrade to 3D Vision surround, so I looked on Fry's, and they only had the same 3D monitor with the glasses for $420.00, but on newegg.com, they had the same monitor without the glasses model VG236HE, for $320.00. I was going to buy the monitor at Fry's, because it did have some bad reviews about dead pixels and lines appearing, and didn't want to have to deal with shipping fee's. Well, I seen they had what they called an "Advanced RMA", or "Asus rapid Replacement ARR",
http://www.newegg.com/Product/Product.aspx?Item=N82E16824236104
http://service.asus.com/ARR.html
So I decided just to order online, thinking what are the odds my monitor would go bad, and if it did, it would be replaced right away with a new monitor. 😀
Well, not all went to plan. I got the two monitors about 3 1/2 weeks ago, and one of them went bad about a week ago.
http://www.youtube.com/watch?v=JLk-b8_Eq-4&feature=youtu.be
🙁
I just want to make it clear that I baby my stuff. If you look in any of my video's on my youtube channel, you can clearly see I take care of my stuff. The oldest electronics I have is my logitech z5300's, which still look brand new. This is clearly a manufacturer's defect. I work 60hrs a week, and am only on my pc maybe an hour or 2 a night, so I barely even used the monitor in the 3 weeks I had it, and It's been in the same spot unmoved the whole time I had it. Also, I am the only one who uses my computer. My wife has her own computer which she uses.
Anyways, I decided to do an Advanced RMA, or Rapid replacement plan. So I tried looking on there site, and it was very confusing, they have different websites for different countries, and they have a website for "VIP" members (people who bought Asus products), and they have different support lines, and emails for different products, and I had no idea how to get the warranty on my item, so I decided to email there Esupport. I emailed requesting an Advanced RMA for my monitor. The same day I got an automated email back giving me a case number, and telling me to call a support line. Well I had to work the next day, so I emailed them back requesting an Advanced RMA, and explaining about my monitor. I waited a day to see if I got a response, but I didn't, so after work I decided to give the support line a call.
Support:
Well, I called, and explained I wanted to do a Rapid Replacement. The guy on the other end of the phone questioned me, so I told him what happened, then he asked me what I tried to do to fix it, so I told him, nothing, I just turned it on and off, and the line was there in the logo. So he took down my information, and said I would get an email in 24 hours. I said ok. So.. I waited............... Next day, checked my email... No email.. So I resent my first email thinking maybe the guy didn't submit my RMA, and then decided to call and see what happened. Well, I called, and the guy rudely said I have to wait 48hrs, not 24hrs, and I would recieve an email. So, I waited the 48hours, and again... No email.... Finally, I called back, and I asked the guy what do I have to do to get my rapid replacement? He said, they don't have anything in stock, and he will put in a regular RMA for me. I told him no, I said I don't want a regular RMA, In the warranty it says I can choose between a Rapid RMA or regular, I said I want the Rapid RMA. He said thats fine, I can wait another 24hrs for them to check there stock again. I said well don't you know when your getting the next stock of new monitors? He said "You don't get a NEW monitor, you get a USED monitor. 😱
I said what?!?! I bought this monitor only 3 weeks ago, and I bought it brand new, and clearly it is not my fault it is broken, and I should get a new monitor, since it's clearly not my fault it's broken..I argued with him, but he said he can't do anything...So, I asked to speak to a manager.... He put me on hold for about 5 minutes, then he gets back on and tells me there is no manager available, so I said is there anyone I can talk to to complain, he asked what do I want to complain about?, so I told him, I said I want to complain about the customer service, I emailed 3 times, I called 3 times, and I am getting no help, and you are telling me I paid for a new monitor, but am now going to get stuck with a used monitor. If I wanted a used monitor, I would have bought it through ebay. 
He said, well, there is no manager available. I said, so whats your name? He said, my name is "Jorge", I said well Jorge, whats your last name? He said I can't tell you that. I said, well, how am I supposed to get back in touch with you? Are you the only Jorge in your department? He said he can't tell me that. I asked, well do you have an employee number or a phone number I can reach you? He said no, I just have to call the service line. So I said what should I do? He said wait till we check our stock, and you'll get an email by tomorrow. Well, that was yesterday I was supposed to get the email, and STILL NO EMAIL!! 
So.. today I emailed newegg and asked them to contact asus for me, and again I emailed asus, hoping someone will eventually listen to me. 
I am so pissed by now. I spend about $1200 bucks total to get my 3D surround, and now I can't even use it. I read online in some reviews about it taking months to get there RMA's back, and I did a lil research, and while Asus seams like a good brand, and has some loyal followers, on a lot of rating sites, they got very very low scores, and lots of complaints. So, I don't feel to happy about this. All I am trying to do, is get what I was promised when I bought the monitor.
I know what everyone is thinking, why not just go through newegg or do the regular RMA? Well, newegg doesn't pay for return shipping, and it cost's about $80.00 for me to send it back to newegg, and I don't trust Regular RMA's. Stuff gets lost in the mail, or stuff just goes missing or forgotten at the factory, and you never hear from them again, or they say they haven't recieved it, even though you have a tracking number to prove it. I buy all my stuff either in a store, or from newegg, and i've never had to do an RMA on any of neweggs products, except for an Evga graphics card, and that went smooth as butter, and was quick, and they sent me a brand new card.
Honestly, If I had any idea I was going to get a "USED" item for a warranty thats only 3 weeks old, I would have never bought it in the first place. If I knew Asus's support was so bad, I would have never have bought it. Unfortunately, I went by what I heard instead, I heard Asus was a good brand from friends and from reading product reviews on websites like this. But their support is Horrible, they are rude, and their warranty is a joke....... So now what do I do?
This just doesn't seam fair to me, I work 60 hours a week, saved my money and I sold my perfectly good working 24" dell ultrasharp that I paid $800 bucks for 5 years ago, to be able to afford this setup. I spent the money on new items, and I should get new items back. When was the last time you went to the store and they gave you a used item? I've never recieved a used item, even the cheapest stores let you replace the item for a brand new item within 30 days, even if it's opened and used.. Also, it clearly staites "Rapid Replacement" on there warranty.... I have been trying to get my "Rapid Replacement" for a week now....
I realize it's only been a week, but every time I talk to there support, they are not helpfull at all, and the way they talk is just not customer orientated at all (I think it's the same guy every time ??). I feel like I am burdening them every second I am on the phone with them, not polite or helpful at all, and it's just so aggravating to know I have to call them back.
So... I don't know what to do. Anyone have any idea's? Half of me is telling me just to smash it in a youtube video and telling people why I did it. But the other half just wants to get my replacement monitor, so I can play my games and let some steam off. I can almost gaurantee I am not going to buy from Asus ever again. Lessen learned.
Anyways, sorry for the long rant, I just had to talk to someone about this, and hopefully get some good advice.
(isn't it funny how Asus gives you a used item for warranty, but if you don't return your item in 14 days, they charge you the full MSRP of a new item?!?!)
Last year I bought an Asus VG236h 3D monitor with nVidia 3d Glasses from "Fry's" for $680 including the extended in store replacement warranty. Well, I loved the monitor as I game in 3d all the time, so this year, I decided to upgrade to 3D Vision surround, so I looked on Fry's, and they only had the same 3D monitor with the glasses for $420.00, but on newegg.com, they had the same monitor without the glasses model VG236HE, for $320.00. I was going to buy the monitor at Fry's, because it did have some bad reviews about dead pixels and lines appearing, and didn't want to have to deal with shipping fee's. Well, I seen they had what they called an "Advanced RMA", or "Asus rapid Replacement ARR",
http://www.newegg.com/Product/Product.aspx?Item=N82E16824236104
http://service.asus.com/ARR.html
So I decided just to order online, thinking what are the odds my monitor would go bad, and if it did, it would be replaced right away with a new monitor. 😀
Well, not all went to plan. I got the two monitors about 3 1/2 weeks ago, and one of them went bad about a week ago.
http://www.youtube.com/watch?v=JLk-b8_Eq-4&feature=youtu.be
🙁
I just want to make it clear that I baby my stuff. If you look in any of my video's on my youtube channel, you can clearly see I take care of my stuff. The oldest electronics I have is my logitech z5300's, which still look brand new. This is clearly a manufacturer's defect. I work 60hrs a week, and am only on my pc maybe an hour or 2 a night, so I barely even used the monitor in the 3 weeks I had it, and It's been in the same spot unmoved the whole time I had it. Also, I am the only one who uses my computer. My wife has her own computer which she uses.
Anyways, I decided to do an Advanced RMA, or Rapid replacement plan. So I tried looking on there site, and it was very confusing, they have different websites for different countries, and they have a website for "VIP" members (people who bought Asus products), and they have different support lines, and emails for different products, and I had no idea how to get the warranty on my item, so I decided to email there Esupport. I emailed requesting an Advanced RMA for my monitor. The same day I got an automated email back giving me a case number, and telling me to call a support line. Well I had to work the next day, so I emailed them back requesting an Advanced RMA, and explaining about my monitor. I waited a day to see if I got a response, but I didn't, so after work I decided to give the support line a call.
Support:
Well, I called, and explained I wanted to do a Rapid Replacement. The guy on the other end of the phone questioned me, so I told him what happened, then he asked me what I tried to do to fix it, so I told him, nothing, I just turned it on and off, and the line was there in the logo. So he took down my information, and said I would get an email in 24 hours. I said ok. So.. I waited............... Next day, checked my email... No email.. So I resent my first email thinking maybe the guy didn't submit my RMA, and then decided to call and see what happened. Well, I called, and the guy rudely said I have to wait 48hrs, not 24hrs, and I would recieve an email. So, I waited the 48hours, and again... No email.... Finally, I called back, and I asked the guy what do I have to do to get my rapid replacement? He said, they don't have anything in stock, and he will put in a regular RMA for me. I told him no, I said I don't want a regular RMA, In the warranty it says I can choose between a Rapid RMA or regular, I said I want the Rapid RMA. He said thats fine, I can wait another 24hrs for them to check there stock again. I said well don't you know when your getting the next stock of new monitors? He said "You don't get a NEW monitor, you get a USED monitor. 😱
I said what?!?! I bought this monitor only 3 weeks ago, and I bought it brand new, and clearly it is not my fault it is broken, and I should get a new monitor, since it's clearly not my fault it's broken..I argued with him, but he said he can't do anything...So, I asked to speak to a manager.... He put me on hold for about 5 minutes, then he gets back on and tells me there is no manager available, so I said is there anyone I can talk to to complain, he asked what do I want to complain about?, so I told him, I said I want to complain about the customer service, I emailed 3 times, I called 3 times, and I am getting no help, and you are telling me I paid for a new monitor, but am now going to get stuck with a used monitor. If I wanted a used monitor, I would have bought it through ebay. He said, well, there is no manager available. I said, so whats your name? He said, my name is "Jorge", I said well Jorge, whats your last name? He said I can't tell you that. I said, well, how am I supposed to get back in touch with you? Are you the only Jorge in your department? He said he can't tell me that. I asked, well do you have an employee number or a phone number I can reach you? He said no, I just have to call the service line. So I said what should I do? He said wait till we check our stock, and you'll get an email by tomorrow. Well, that was yesterday I was supposed to get the email, and STILL NO EMAIL!! So.. today I emailed newegg and asked them to contact asus for me, and again I emailed asus, hoping someone will eventually listen to me. I am so pissed by now. I spend about $1200 bucks total to get my 3D surround, and now I can't even use it. I read online in some reviews about it taking months to get there RMA's back, and I did a lil research, and while Asus seams like a good brand, and has some loyal followers, on a lot of rating sites, they got very very low scores, and lots of complaints. So, I don't feel to happy about this. All I am trying to do, is get what I was promised when I bought the monitor.
I know what everyone is thinking, why not just go through newegg or do the regular RMA? Well, newegg doesn't pay for return shipping, and it cost's about $80.00 for me to send it back to newegg, and I don't trust Regular RMA's. Stuff gets lost in the mail, or stuff just goes missing or forgotten at the factory, and you never hear from them again, or they say they haven't recieved it, even though you have a tracking number to prove it. I buy all my stuff either in a store, or from newegg, and i've never had to do an RMA on any of neweggs products, except for an Evga graphics card, and that went smooth as butter, and was quick, and they sent me a brand new card.
Honestly, If I had any idea I was going to get a "USED" item for a warranty thats only 3 weeks old, I would have never bought it in the first place. If I knew Asus's support was so bad, I would have never have bought it. Unfortunately, I went by what I heard instead, I heard Asus was a good brand from friends and from reading product reviews on websites like this. But their support is Horrible, they are rude, and their warranty is a joke....... So now what do I do?
This just doesn't seam fair to me, I work 60 hours a week, saved my money and I sold my perfectly good working 24" dell ultrasharp that I paid $800 bucks for 5 years ago, to be able to afford this setup. I spent the money on new items, and I should get new items back. When was the last time you went to the store and they gave you a used item? I've never recieved a used item, even the cheapest stores let you replace the item for a brand new item within 30 days, even if it's opened and used.. Also, it clearly staites "Rapid Replacement" on there warranty.... I have been trying to get my "Rapid Replacement" for a week now....
I realize it's only been a week, but every time I talk to there support, they are not helpfull at all, and the way they talk is just not customer orientated at all (I think it's the same guy every time ??). I feel like I am burdening them every second I am on the phone with them, not polite or helpful at all, and it's just so aggravating to know I have to call them back.
So... I don't know what to do. Anyone have any idea's? Half of me is telling me just to smash it in a youtube video and telling people why I did it. But the other half just wants to get my replacement monitor, so I can play my games and let some steam off. I can almost gaurantee I am not going to buy from Asus ever again. Lessen learned.
Anyways, sorry for the long rant, I just had to talk to someone about this, and hopefully get some good advice.
(isn't it funny how Asus gives you a used item for warranty, but if you don't return your item in 14 days, they charge you the full MSRP of a new item?!?!)
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