Asus refusing RMA for motherboard? (UK)

[Astroflash]

Hi,

Upon attempting to update the bios/UEFI to ver.3201 on my Maximus VII Hero the update got stuck at processing. It remained there for half an hour and was still stuck so I had no option but to restart the PC. Now the machine won't boot (no display) and there is error code 00 on the motherboard. The USB bios flashback doesn't work as the blue LED just remains flashing indefinitely, even with a different USB stick formatted to FAT32, trying an older bios version, and renaming the file to M7H.CAP. I have also tried another motherboard and the issue is fixed so the motherboard is definitely "bricked"

 

I sent these details to Asus and they replied saying:

 

"To arrange a return of the component, please contact your seller to arrange the return for repair, replacement or refund.

Please note that the return can be arranged via the distribution chain only.

As ASUS does not sell any products directly to end users we cannot be seen as the seller."

 

I don't have proof of purchase as I bought it roughly two years ago from Amazon and Asus are are not willing to respond about sending it in to them to get it repaired.

What can I do?

 

Cheers.

[ARikozuM]

Call Amazon and use the warranty if you still have it in effect.

 

The invoice should be on Amazon for you to print out and the motherboard serial number should be next the 24-pin connector.

[Bananasplit_00]

wow, thats quite a bit of a nicer response than i have gotten from them. contact Amazon, if you bought it online you might be able to drag up a sortof proof of purchase from your account history but i have never even had to do that and a picture of the product has been enough with both ASRock and Noctua. ASUS EU support is known to be trash though

[ARikozuM]

Just now, Bananasplit_00 said:

ASUS EU support is known to be trash though

Asus US is just as bad, it's quite sad.

[Bananasplit_00]

Just now, ARikozuM said:

Asus US is just as bad, it's quite sad.

ASUS is such a large company, who make some genuinly cool stuff, so why cant they just try to be a bit nice... ASRock who are kind of a budget brand really had great support, to be fair that was ASRack the server part but i would assume the consumer side is about as good and Noctua were like, yo just send a picture of the cooler and we send you all the mounting hardware you could ever want for free man

[thorhammerz]

Thankfully ASUS' Canada support is decent (if you can get past their obviously-outsourced-to-India phone support), especially if you do a walk-in/drop-off RMA.

[Sakkura]

This is normal in Europe though, because of the mandatory warranty from the retailer rather than the manufacturer.

[just_dave]

10 minutes ago, Bananasplit_00 said:

wow, thats quite a bit of a nicer response than i have gotten from them. contact Amazon, if you bought it online you might be able to drag up a sortof proof of purchase from your account history but i have never even had to do that and a picture of the product has been enough with both ASRock and Noctua. ASUS EU support is known to be trash though

You cant blame them for such a response.

As @Sakkura said, here in Europe is retailer the warranty & service provider, so unless the retailer gives you a ticket and tells you to contact the manafacturer directly, he handles all of that stuff.