My expirience so far with ASUS RMA (Argentina)(a nightmare).(Stil in progress after two months)

[Cap_Winters]

 

Sorry if this has many grammatical errors or lack of lexicon but I’m from Argentina and I speak Spanish so I had to translate everything.

The problem is that I can’t use the Ryzen 7 3700x system that I have, which is collecting dust in the corner because I don’t have a spare gpu or money to buy one. I study and work with the gpu, I do video and sound editing, 3d modeling etc. so I desperately need a gpu.

 

All started when my gpu broke (it seems that the 6 pin connector is broken or something because its connected and the red led is on instead of the white, I tried 2 different systems and power supply’s (A new Seasonic 850w modular 80+ gold) ).

First on the  2019-07-31 I contact if they could give some troubleshooting.

They response the next day (2019-08-01), I tried what they told me but it didn’t work, the red led was still on.

The same day I send the recipe of purchase. Because they told me to speak with the company who sold the gpu, but the warranty was with ASUS.

On 2019-08-02 they ask me to fill a form to start with the warranty paperwork, I answer in the day. After that on 2019-08-03 they told me that all the information was channel to the warranty team, in 48 hours the will contact me if not I should notify to the same email.

Well so far so good I thought but after 48hs they didn’t contact me so I replay (2019-08-06).

They answer that my case could delay some weeks because it was an internal paperwork between providers (2019-08-07),

I asked about information of the way to procedure and how many time I had to wait. (2019-08-12)

 

They respond that case was still being reviewed their agent, as soon as the paperwork is ready it will inform me where I have to take my card for the change. (2019-08-12)

 

After waiting several weeks, I send a new email asking if they had any update and if they would give a repair order, give another gpu or what? (2019-08-26)

They respond that they would give me a NC (credit note) or a new gpu, and for the moment they were still doing paperwork. (2019-08-27)

After one month pass I asked what happened and a few questions more. (2019-09-07)

They replay the same day they were still doing paperwork if they had any new they would contact me.

I waited for a week and then I ask in the ASUS online support services if they had any news. The nice agent gives the first honest answer he told me that the importer company (who could give me the new gpu) had the case active but that’s all, so he told me that he requested to the ASUS Argentina manager about an answer about my case and he would in 48hours max, contact me. (2019-09-17)

Obviously how I expected he didn’t contact me so I write again to the customer service, they told me that they channel the information to the corresponding area and they didn’t have any answer from the Argentinian team. . (2019-09-20)

After five days I keep asking but this time the ASUS online agent wasn’t much helpful and didn’t answer my questions. (2019-09-25)

 I wait another week I use the online customer support and he told me that my case was

Rescaled or upscale to an urgency character because I had been waiting for 2 months, when he had any news he was glad to send me an email. (2019-10-02)

Then I sent a new email to the email agent but he didn’t answer anything that I didn’t now so from now on I will use the online customer service.

Today I asked for any update in my case and the agent (the nicest that I met so far) told me that my case exceed the time for an answer or solution so my case has been rescaled or upscale to global administrative due the lack of answer from Argentinian dealers.

So he told me to be patience because in this type of cases are complicated and he asked for my email to inform me if he had any update, he sent me a test email to check if my email was right, and give me a report number of the chat. (2019-10-09)

So in conclusion so far Asus for one reason or the other is still, after more than 2 months, trying to solve my problem.

I thought that ASUS was an excellent company in every way but they show to me otherwise with their nightmare Warranty and RMA support at least in Argentina.

The only thing that I give ASUS the credit for is for their online customer support, they are a little bit slow but they tried to solve my problem and they give me the answers that they have.

For now the only thing i can do is wait.

 

[IcarusLSC]

Good luck with your wait. Asus RMA is awful imho. I've had more Asus products need replacing then all others of any brands combined!

 

Asus even refused to RAM a TUF series MB I had saying it wasn't a TUF series board (which has a 5yr warranty instead of 2.) It says TUF right on the friggin MB and I took pics and showed them their own website links/info and everything but they wouldn't fix it! Screw them!

 

[muito_gostoso]

que mala suerte hermano, desafortunadamente a nosotros en latinoamerica nos toca el peor servicio, aunque compres buena marca. un saludo carnal.

[Cap_Winters]

16 hours ago, muito_gostoso said:

que mala suerte hermano, desafortunadamente a nosotros en latinoamerica nos toca el peor servicio, aunque compres buena marca. un saludo carnal.

gracias! la verdad es que es una decepción que semejante marca que pensaba que era la mejor haga esto pero bueno.