More Asus headaches.

brighttail · July 4, 2016

So I had an older z87-a MB that I had lying around that I tried to see if it worked. As long as it had one DIMM in, it worked fine. The moment I put in a second, third or fourth no joy. After much testing (and talking with their support) we determined it was a bad A2 Dimm slot. Great. RMA!

It was bought 2 years 11 months and 1 week ago, so still under warranty.

Well I got an invoice today for $159 for repair work. The invoice simply read, "Out of Warranty or external damage not covered by warranty". No specifics no nothing just a "Pay within 2 days or we send it back unrepaired" threat.

As I said I know it is still under warranty as the tech that set it up verified that. As for damage, I took like 10 pictures of it from all angles before I sent it out. There was no damage and I shipped it very well wrapped up in the original box with foam and bubble wrap. A lot better than what they send me. So I have no idea what they are talking about.

So here is the kicker, the ONLY way to find out, is to dispute the invoice. You can't call Asus, you can't email anyone or talk to anyone in tech support. There is no name or company on the invoice I can call, the only way is to dispute it. Well I have started that process but come on Asus, you can do better than this. It really seems like someone is sending out an invoice looking for free money for no apparent reason and without explanation. I guess I'm supposed to be a mind reader or something.

BTW thanks to this community I took all those pictures cause I have heard the horror stories from others on this forum that suggested pictures.

done12many2 · July 4, 2016

Sounds consistent with most stories posted throughout many different forums. It's sad because they do make some of the best boards out there, but completely ruin it with their support.

Ever wonder why Asus customer service reps are so quick to push for a RMA? It seems like they are trying to trap people within this cycle. They know that all they have to do is find or create some hint of damage and they've got you by the balls.

I've been blindly loyal to Asus for many years and remain so today for some stupid reason. Even after seeing first hand how they've handled friends' RMAs, I still haven't learned my lesson. Asus is so big that it would take a very successful class action lawsuit to even get them to consider changing their ways.

brighttail · July 4, 2016

I'm slowly learning to play their game I think. I deal with Tech support then their RMA. If that fails here, in this case, I'll go the social media route. I have found usually at that point things get done faster and better. We'll see what they say. As I said I have my original invoice and I have pictures on my side to prove no damage.

brighttail · July 5, 2016

Well I went back to the invoice and it says this:

Motherboard- Damage	Motherboard	120.00	1	120.00
04-S&H $15.00	Motherboard	15.00	1	15.00

	Subtotal	135.00
	Ontario CAN 13%	17.55
	Total	152.55
	Amount Paid	0.00
	Balance Due (CAD)	$152.55

So they are saying something is damaged. I love how they just send me an invoice without saying something like, "CPU pins bent" or "PCI socket fell off". I would assume it has something with the RAM slot because otherwise, why would they care? Either way they are saying, "There is something broken but we can fix it for $120"

I think the final slap across the face is they want to CHARGE me $15 to send it back to me. They approved the RMA, say there is damage without saying what, say they can fix it and then want to charge shipping on top of it. Jeez.