ASUS Does not honor their Warranties.

[jazznomad]

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.

[Slottr]

Asus is known to have shitty warranty services.

I'd just say to be persistent, assertive and present every document you have available.

If that doesn't get you anywhere, maybe look at legal options

[jazznomad]

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.

[Slottr]

3 minutes ago, jazznomad said:

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.

Record your calls.

[DildorTheDecent]

53 minutes ago, jazznomad said:

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.

@iamdarkyoshi

>getting charged to repair a GPU.

Sounds familiar doesn't it?

[jazznomad]

8 minutes ago, Slottr said:

Record your calls.

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.

[amdorintel]

you have to keep in mind that when buying a ASUS motherboard, that ASUS return/rma process is real shitty!

[Dreamer758]

10 hours ago, amdorintel said:

you have to keep in mind that when buying a ASUS motherboard, that ASUS return/rma process is real shitty!

no kidding it never crossed my mind until now

[Dredgy]

I once had a situation where a mission critical machine went down and Asus didn’t get a replacement board to me for 3 months, and when they did the pins were bent. And this was with enterprise support. This was a very specialised computer that needed the exact model of motherboard and we were unable to complete a contract worth 10s of thousands of dollars. My saving grace was a hurricane landed and destroyed the whole business, so insurance paid out.

 

I’d recommending sending the board back to the retailer, so they can deal with Asus - they’ll have a direct line, plus their own quality control procedures in place and their own spare stock.

[Bitter]

Their tech support is pretty bad too, I had an issue with Intel 8 series boards (H81, H87, Z87) across multiple boards and trying to get it figured out with them was a dead end when they asked me to send in a board that was out of warranty by years for RMA. I wasn't going to fall for that one! Ended up finding the answer on my own, posting it here, and helping several other people who had the same issue. However in the mean time going back and forth with their 'technical' staff was very painful and time consuming, I also got conflicting answers back and forth and ended up getting the impression that no one actually cared about what was wrong with a huge swath of their products. I still have a board with the problem but since it's one of their older OEM boards I know I'll never get a resolution even with much searching online as I've tried to flash the BIOS several ways without it working and I don't care enough to dive into the BIOS to see if the file even has the correct information/edit it/etc. Whatever.

 

I'll keep buying Asus products, but I won't buy them from new. I've been using Asus for a long time (back to Pentium 4 days) but now I'll only buy them if they're heavily discounted such as open box, returns, broken for repair, etc where I understand I have no warranty and would never try to warranty them and I rely on myself and the internet at large for technical support. They're no longer a premium brand in my eyes, but a very popular brand which can be had second hand at a steep discount due to the high volume of parts in the used market. I miss Abit, they had good support.

 

At this point I'd either take the above advice and contact the retailer you bought it from and see if they can assist you with Asus as they may have a little more clout being a volume buyer or demand your merchandise be returned to you in the same condition you sent it and seek a 3rd party repair or get the card back and try to hand it off to the retailer to handle the RMA for you.

[Vorg]

I will NEVER buy anything with the asus name on it again. I'm not even sure would buy an Asrock board because from what I have read they used to be part of asus. I had a new defective board and tried to do a cross exchange return.

 

The first board they sent me looked like it had been dropped on a corner. The corner was bent over breaking traces and there were cracks in the board.

 

The Second was some older version with a bit different layout. It had some oily residue spots, lots of dust and the electrolytic caps all had domed tops which is a clear sign they were bad to anyone who knows anything about electronics.

 

3rd board someone had done chiller or some such cooling without properly protecting against condensate. The traces on the back side under the cpu where all eaten.

 

And this took a year. They only once or twice responded to emails. I had to call and often waited more than an hour on hold. One of their reasons for not responding to an email was they had a server crash and lost all their email.... For the last board they wanted me to send pics, but the email was rejected for having attachments. So I put it on an ftp server I had at the time and the rep (who claimed to be head of the RMP department) said she would have to have someone from IT get the pics because she didn't know how to access an ftp site...

 

With that last board I really laid into them for sending me other peoples damaged returns as a replacement for a new defective board. I told them to send me a NEW board. "That board is out of production and we don't have any left." Maybe if they hadn't wasted a year sending out damaged crap.. I pointed out that Newegg still had them in stock and told them to get one. They did in fact then send a full new box. Put my cpu and memory and and first problem I saw was that board couldn't id the cpu which the first board did reconize. Second problem was it failed memory test. I had picked that board because it was advertised as supporting ECC memory which did post on the first board. I had to turn off ECC to get it to pass memory test. Contacted them AGAIN and complained about the memory failure and gave them the number the first board reported for the cpu as well as all number on the chip.

 

"We have no technical contact support with AMD"... Didn't even mention the ram. How can you build motherboards for AMD cpu's and not have any technical contact support with them???  They are crooks.

 

I had tried other boards in the past and everyone had one problem or another and they would complain the card or what ever was not compatiable. I change to another brand and all was fine.

[Roswell]

Honestly, I don't see an issue here. Your product is out of warranty, they don't need to do anything. 

 

The RMA slip saying it's valid for 30 days is entirely unrelated. That means you can use that slip for 30 days before they purge the RMA from their system, it does not mean they're extending your warranty by 30 days.