jazznomad

I wish I had done this before now, I naively believed that the agents whom I talked to would be held accountable for what they tell me. I've never had an experience where a company blatantly lies to me over the phone before, it's honestly pretty shocking to me. I will be recording any further communications with them. I am in California, so I believe I have to make them aware that they are being recorded by law. Hopefully the agent will not go completely mute on me. I will try to get them to repeat what they have told me before. Thanks for your advice.

Thank you for your reply. I am finding that out the hard way, I will surely avoid ASUS products from now on knowing that they try to weasel their way out of warranties in any way possible. I indeed have been stern and assertive with every agent I have talked to, telling them that it is unacceptable to have multiple ASUS agents tell me that my item was covered under warranty and then not honor that claim. Every time I call ASUS I get a different answer, then I get transferred to a "manager", who assures me that my item is going to be repaired. The last two times that exact sequence of events happened, I received an email the next day telling me that my item is out of warranty and that payment is required to proceed with the repairs despite what I was told on the phone. They keep lying directly to my face with seemingly no accountability.

I have been working with computers for few years now and have built dozens of custom PC's for sale and for clients. That being said, I deal with a good amount of computer parts and thus am pretty well aware of how the RMA process works. I have had to send in dozens of items to RMA, so I always keep good documentation of the items I purchase. I have never had as much trouble with an RMA as I have recently with ASUS. I have called ASUS 7 times, I've been called multiple more times by representatives, and have spent well over 2 hours on the phone just trying to get a status update on the $450 graphics card with conflicting answers and no accountability. Their system is extremely convoluted and no 2 departments share any information with seemingly no way to get through call center hell. The agents I spoke will tell you anything to get you to hang up and pass their problem off to another person. I continuously get conflicting information, and multiple representatives have told me that the GTX 1070 is being repaired only to have the next agent tell me that the graphics card is out of warranty. TL;DR: I recently sent a GTX 1070 graphics card to ASUS with full documentation for RMA repair after being told over the phone by an ASUS representative that my graphics card was still under warranty. Now ASUS will not honor that repair because when the item arrived at their repair facility it was out of warranty (even though the RMA slip says it is valid for 30 days after it is issued). ASUS is now trying to charge me $550 ($100 more than the card brand new) to repair the GTX 1070 that I was told to send for covered warranty repairs.