[Screw Asus and their customer care] ASUS RMA horror

[Simon771]

4 minutes ago, LaboonTheWhale said:

Its been almost 2 years since I purchased it. No go with that option  

Oh yeah in that case you can only hope for ASUS to send you new one.

But like you noticed, they are not that friendly to customers.

[Guest]

25 minutes ago, LaboonTheWhale said:

Now the rep is basically recommending I pay it to get it over with. that is just stupid. Still avoiding the question of "please show me where the information is readily available" 

I know it isn't the point, but how much are they asking? If you don't mind me asking. 

 

Even then though, they do not have the right to make you pay for it, it's such a small thing - why are they making it a big issue? I'd keep pressing them.

[Bananasplit_00]

same experience here, exept i never bought anything off them first hand. ASUS customer support is garbage.

[LaboonTheWhale]

Just now, Celios said:

I know it isn't the point, but how much are they asking? If you don't mind me asking. 

 

Even then though, they do not have the right to make you pay for it, it's such a small thing - why are they making it a big issue? I'd keep pressing them.

asking me to pay $15 to ship a little PCB like 2in x 2in in size that has two 4pin fan connectors on it that probably weighs about 1 gram. it is the item on the bottom

[Guest]

17 minutes ago, LaboonTheWhale said:

asking me to pay $15 to ship a little PCB like 2in x 2in in size that has two 4pin fan connectors on it that probably weighs about 1 gram. it is the item on the bottom

Pathetic, I'm really not sure why ASUS would make such a big issue out of this. $15 is nothing to them. 

 

As for the bent pins, that isn't really good enough either.

 

Is there any way you can contact a manager or anything? 

[Da OG Fish]

My Sabertooth Z170s motherboard had on front panel 3.0 USB die on me. I wish I got the MSI Titanium. I am switching to a different company next time I get a motherboard.

[Dabombinable]

7 hours ago, Da OG Fish said:

My Sabertooth Z170s motherboard had on front panel 3.0 USB die on me. I wish I got the MSI Titanium. I am switching to a different company next time I get a motherboard.

I take it you were looking at another MSI motherboard before you decided to go with the Sabertooth as well?

[TetraSky]

They want you to pay $15 for that broken fan hub? It wouldn't cost nearly that much if they'd just shove it in a padded envelope and ship that, so they probably only have large boxes, which cost more.

 

Personally, I wouldn't pay that and just tell Asus to trash it since it would cost as much to get a working one, new, elsewhere.

 

As for Asus... Honestly, after me and my friend only had issues with their soundcards, we're considering never buying from them again.

(Xonar STX for me, random 6khz scream that happened a lot and actually damaged my hearing. ROG Phoebus for my friend, his mic input simply doesn't work, we tried with 4 mics that were working just fine on other machines, yet it somehow only picked up the audio from the noise cancelling dongle as if it was a mic... and drivers are trash on Windows 10, for both cards. Terrible support from Asus considering these are $200+ sound cards.)

[Dabombinable]

16 minutes ago, TetraSky said:

They want you to pay $15 for that broken fan hub? It wouldn't cost nearly that much if they'd just shove it in a padded envelope and ship that, so they probably only have large boxes, which cost more.

 

Personally, I wouldn't pay that and just tell Asus to trash it since it would cost as much to get a working one, new, elsewhere.

 

As for Asus... Honestly, after me and my friend only had issues with their soundcards, we're considering never buying from them again.

(Xonar STX for me, random 6khz scream that happened a lot and actually damaged my hearing. ROG Phoebus for my friend, his mic input simply doesn't work, we tried with 4 mics that were working just fine on other machines, yet it somehow only picked up the audio from the noise cancelling dongle as if it was a mic... and drivers are trash on Windows 10, for both cards. Terrible support from Asus considering these are $200+ sound cards.)

They probably screwed up with the capacitors, one of my old soundcards (albeit, an ISA based one from the 90's) had a similar problem (though not that bad) because the capacitors had started to fail from old age. That was something with a legitimate reason to have developed a fault though, not a modern PCIe soundcard which should have fewer problems than cheaper ones (eg. Creative SoundBlaster 5.1VX).

[VerticalDiscussions]

Damn....

 

My experience with Samsung (Mobile only) has been downright awful in the past, but i never tought Asus would fail this hard at providing an adequately correct service...

 

 

[LaboonTheWhale]

43 minutes ago, VerticalDiscussions said:

Damn....

 

My experience with Samsung (Mobile only) has been downright awful in the past, but i never tought Asus would fail this hard at providing an adequately correct service...

 

 

I asked on facebook, twitter, phone, and their e-mail service (just to get different people to try and answer my question) to tell me where their warranty policy is on accessories and how it is 30 days only. None of them answer my question. They just say I have to pay to get my item sent back to me and how they will have to direct me to another department. Blah blah bullshit 

[VerticalDiscussions]

Just now, LaboonTheWhale said:

-snip-

Ugh, i suppose taking a legal action against these downright lying corporations would be a waste of time and money, besides the impact would be minimal unless you had tremendous evidence that what they are doing is complete bs.

 

Its not like costumer support services in their respective countries are helpful either (speaking for my own for now tough), but i suppose thats a place where you could to look for some help, have something like this occurs before making a decision.

 

I sure did ask them for help and all they wanted to do was "negotiate" and i got stuck with what i would accurately depict as "a drooly retarded man" .

[LaboonTheWhale]

5 minutes ago, VerticalDiscussions said:

Ugh, i suppose taking a legal action against these downright lying corporations would be a waste of time and money, besides the impact would be minimal unless you had tremendous evidence that what they are doing is complete bs.

 

Its not like costumer support services in their respective countries are helpful either (speaking for my own for now tough), but i suppose thats a place where you could to look for some help, have something like this occurs before making a decision.

 

I sure did ask them for help and all they wanted to do was "negotiate" and i got stuck with what i would accurately depict as "a drooly retarded man" .

im posting here. reddit, twitter, facebook, and whatnot trying to get exposure and get somekind of attention from Asus but nothing much. might as well spread it word of mouth to warn others. i have had positive support from the community which is wonderful.

[This kid builds pc]

It still bewilders me why many people like to ride Asus's dick and buy their expensive motherboards when there are more cases like this that I have seen with Asus than with any other manufacturer (imo). 

[HelplmChoking]

What country are you in? Because in my country, if the item does not perform it's intended purpose as originally described within a reasonable period (about 3 years for something like this), the manufacturer must repair or replace it, or if they can do neither, they must refund you the full amount.

If they advertised the Mobo as having all this fan control jazz, and it doesn't work through no fault of your own, they should replace it.

If you were in NZ, I'd suggest taking them to the small claims court and pressing them for it just on principle if nothing else.

[rn8686]

Shame, I really love my Z170 hero. Will definitely reconsider buying Asus products if they dont get their shit together. They definitely wouldnt get away with this here in AUS, our consumer law is really good. 

[Poohy14]

Yeah I have a problem with my Asus Rampage V Edition 10 board to where my fan run at 100% and I as able to control them through my fan controller. When I boot up, my computer locks up on my Bios screen, so I have to restart, then it doesnt show I have my CPU header installed so I have to restart again and then it finally loads into windows. Happens in that same order every time. You would think when you have a $550 mobo it would be great quality but its not, so I will continue to but MSI from now on.

[Da OG Fish]

On 6/13/2017 at 4:27 PM, Dabombinable said:

I take it you were looking at another MSI motherboard before you decided to go with the Sabertooth as well?

Yes, but the Sabertooth was $30 cheaper. 

[Dabombinable]

37 minutes ago, Da OG Fish said:

Yes, but the Sabertooth was $30 cheaper. 

It was $50 cheaper for me (aka, it didn't cost much more than the price of my H87M Pro)

[LaboonTheWhale]

Bump

Update #2. Received a message from Corporate. Added into post. 

[SPARTAN VI]

Wow, so their service dept was following some policy that no one could cite? What the f...

 

Y'know... I'm actually not that shocked. I bet it's a similar story to the company I work for. We recently underwent a re-org which thrust a new product and its support under the umbrella of my tech services team. Long story short; the way procedures and policy was followed/shared was through some form of tribal knowledge. Basically the folks running that product prior to my team didn't really have anything documented, much less a procedure to point to for consistent and timely resolution. And my company isn't a small operation; I'm talking about multi-trillion in assets.

[LaboonTheWhale]

12 minutes ago, spartanvi said:

Wow, so their service dept was following some policy that no one could cite? What the f...

 

Y'know... I'm actually not that shocked. I bet it's a similar story to the company I work for. We recently underwent a re-org which thrust a new product and its support under the umbrella of my tech services team. Long story short; the way procedures and policy was followed/shared was through some form of tribal knowledge. Basically the folks running that product prior to my team didn't really have anything documented, much less a procedure to point to for consistent and timely resolution. And my company isn't a small operation; I'm talking about multi-trillion in assets.

My Ryzen 7 1700 arrived today. Guess who isn't looking at Asus Motherboards anymore... 

[You_are_a_cunt]

Now I'm glad that the PRIME B350 I was going to get isn't in stock.

Damn, Asus sure has dropped the ball since I last had contact with them

[LaboonTheWhale]

Just now, revsilverspine said:

Now I'm glad that the PRIME B350 I was going to get isn't in stock.

Damn, Asus sure has dropped the ball since I last had contact with them

Used the Crosshair V Forumla-z for two different builds, That never had a problem so I assumed "Oh I'm sure there wont be a problem." and well what a surprise this was. 

[LaboonTheWhale]

Bump #2. 

 

Asus just keeps fueling the fire and going in the wrong direction... come on.