My Experience with Asus customer support for a ROG X99 motherboard...

[schattenjager71]

Unfortunately I had to RMA this motherboard twice in a row. The first time a RAM block was not detected in slot A1, I bought the memory from the QVL and tested it with Memtest; no issues. Also I was getting a Q-Code D6=VGA not detected, while the card (Asus ROG Strix 1070 OG) was working fine on my old system. I contacted Asus to get an RMA #, but their system was not working so I was told to wait a couple of days to receive my RMA... almost 3 weeks passed by and no RMA, also I had to leave the country in that period for work but I never got any email. Once back I called them, RE-explained all the deal, got the RMA, and spent almost $50 out of my pocket to buy the box, padding and shipment... WTH, I expected to have a prepaid shipping label at least. They received the board after 2 days but they never updated the status in their RMA tracking Web site for 11 days, so I contacted them again just to receive an email where they replied: "I already coordinated this with the repair facility. They are just looking for a stock for the repair. I will let you know once I receive any other updates on this". No ETA was communicated. That was the October 27, the motherboard was received the October 19. After a while, I saw and update and the board was marked as shipped on October 31st, the serial number was different so I assumed it was a brand new motherboard. But the package was actually picked up on November 2nd, despite being ready 3 days before... then I received it on the 8th and when I opened the ESD bag and open the CPU socket, one pin was bent backward, with some patience and watchmaking tools, I was able to put it back to its original position, no way I was going to request another RMA!! So when I tried to boot it and finally saw the BIOS, you can't imagine my joy to finally be able to enjoy my new system BUT... after I changed some parameters in the BIOS, the system got stuck, D6 code again. After many tries, and 3 BIOS flash, I realized that the probably the BIOS CMOS for some reason, wasn't able to retain any change; every time I tried to change some setting or to flash it, the system hung. Same day I got on the phone with Asus support, the guy was really nice and helpful but at the end, I had to RMA this board again, this time I got a prepaid shipping label and re used the same box I received this board.
So I understand that bad luck happens, however, why they don't send me a new board instead to wait for the defective one to arrive, I mean with the money we pay for these components, I expect a different treatment. I always bought Asus motherboards since 1995, never had ONE problem, I built several hundreds systems in my career and yes, DOA are a real fact, but here I complain about how Asus handles its customers. I spend top money for a product and as customer I am entitled to receive a defect free product, I shouldn't pay money and wait all this time to enjoy what I bought.

At the end, these two Asus motherboards were defective, the only thing I noticed was the CPU socket pin bent on the second one. After that I bought an MSI, mb was fine but the problem I had was the faulty PCIe riser cable from Thermaltake, (my case is a Core P5).

I had to talk to a supervisor to BEG to have it repaired soon, at the end the board came back with no repair, no note of what was done and of course it wasn't working. Luckily the vendor, B&H accepted to issue a refund after I explained all the story.

 

[ingtar33]

I've owned ASUS boards since 98, and I'll tell you while they do generally make the best boards out there, their customer service and warranty support is pretty much universally horrible; when buying ASUS parts/products you're much better off buying extended warranties from the merchant then counting on the ASUS warranty.

As for why they don't send you a new board before they get your old one, I think you can answer that question if you think about it for a moment.
-What if you want a free motherboard?
-all you'd need is a SN off the model you want, and a phone
-call warranty support, report the sn of the supposedly failing board, then have them send you a new one
== free board

They're not unique. Pretty much every company that does not provide on site support will ask you to send in the failing part first.

 

[schattenjager71]

Thermaltake for example, has what they call "Advance Service", basically you provide them a CC so they can temporarily charge the value amount of the RMA, then theu ship in advance a new part and after they received yours, they release the money held. Easy day. I pay for a brand new part, I don't want repaired-refurbished-rebuilt. That's customer service.

http://support.thermaltake.com/RMA_Agreement.aspx

 

[ingtar33]

again, not arguing with you.

Asus is notorious for it's poor customer service.

 

[schattenjager71]

again, not arguing with you.

Asus is notorious for it's poor customer service.

Yes, I agree with you, their products have always been top notch for quality and solution, but this recent experience really made me change my opinion about Asus, I mean, I was the most loyal supporter ever, now I will think trice before to even think to buy Asus again. I worked for the RMA department at Western Digital for a month many years ago, in 2005, I remember ho fast we were to process, test and ship back RMA. I also wanted to talk to a supervisor to communicate my complain on how customers are handled, I hope they do listen, I mean even the IRS has better customer service, LOL .😀 Things can easily be improved.

 

[ingtar33]

again, not arguing with you.

Asus is notorious for it's poor customer service.

Yes, I agree with you, their products have always been top notch for quality and solution, but this recent experience really made me change my opinion about Asus, I mean, I was the most loyal supporter ever, now I will think trice before to even think to buy Asus again. I worked for the RMA department at Western Digital for a month many years ago, in 2005, I remember ho fast we were to process, test and ship back RMA. I also wanted to talk to a supervisor to communicate my complain on how customers are handled, I hope they do listen, I mean even the IRS has better customer service, LOL .😀 Things can easily be improved.

I've always considered it a "hazard" of dealing with them. Conversely Corsair has top end customer service. As a result I am very comfortable and even partial to corsair because of it. Sure there might be products better then a corsair part, but knowing and having experienced their sterling customer service first hand makes me always comfortable to deal with them.

When I purchase ASUS I typically do with full knowledge of their poor customer service. My current laptop is an Asus Zenbook, it is hands down the best laptop I've had the pleasure of owning. THAT SAID, when I purchased it, I purchased the extended warranty from Newegg due to precisely this issue. I won't ever talk someone out of purchasing an Asus product, they're generally mostly all top end, or at least quality, however I often warn people about their customer service/warranty protection.

 

[schattenjager71]

That's an excellent idea, I still love many Asus products, I'm shopping for a monitor right now and I was avoiding Asus like the Ebola, but with an extended warranty, I might even consider it...!

again, not arguing with you.

Asus is notorious for it's poor customer service.

Yes, I agree with you, their products have always been top notch for quality and solution, but this recent experience really made me change my opinion about Asus, I mean, I was the most loyal supporter ever, now I will think trice before to even think to buy Asus again. I worked for the RMA department at Western Digital for a month many years ago, in 2005, I remember ho fast we were to process, test and ship back RMA. I also wanted to talk to a supervisor to communicate my complain on how customers are handled, I hope they do listen, I mean even the IRS has better customer service, LOL .😀 Things can easily be improved.

I've always considered it a "hazard" of dealing with them. Conversely Corsair has top end customer service. As a result I am very comfortable and even partial to corsair because of it. Sure there might be products better then a corsair part, but knowing and having experienced their sterling customer service first hand makes me always comfortable to deal with them.

When I purchase ASUS I typically do with full knowledge of their poor customer service. My current laptop is an Asus Zenbook, it is hands down the best laptop I've had the pleasure of owning. THAT SAID, when I purchased it, I purchased the extended warranty from Newegg due to precisely this issue. I won't ever talk someone out of purchasing an Asus product, they're generally mostly all top end, or at least quality, however I often warn people about their customer service/warranty protection.