Asus RMA Nightmare

[BrokenProgram]

On Feb 16th I sent in my ASUS GTX 1060 Strix in for RMA as I was having some extremely bad stuttering issues I had already narrowed down the problems that I was having by using another GPU on the same system and having no stuttering issues at all.After packing the GPU in over two inches of packaging material and sending it to ASUS I received an email which read that my GPU's PCB was damaged and ASUS would not cover the damage under there 3-year warranty and they wanted $130 to fix the GPU. Now here is the kicker the box in the first 2 & last 3 photos that they sent me doesn't even match the packaging I sent them and in the last photo the numbers match to the product I sent in but even LinusTechTips has a video on how to remove labels like these.

Spoiler

 

 

Note: Only edits done to the third and fifth photo was the blacking out of the barcodes and numbers

Note 2: The damages they are charging me $130 for only covers the PCB but there evidently is also damage on the PCI bracket 

 

After talking to a customer service rep for half an hour trying to explain to them that the damage done to the card isn't even possible unless something ripped through all of the packagings that I had shipped it with and then hit the card. I got the same response that I had received in the email which was that I should dispute it with the shipping company. At this point, I'm so pissed off and I don't know what my next steps should be but all I know is that there seems to be something fishy about this whole RMA thing.

 

At the moment I am waiting for ASUS to send me my card back once I get it back I will be able to provide more details about what is going on

 

Edit: I added more photos that ASUS has sent me but they still include photos of a box that I didn't send my GPU in but I still haven't received my GPU yet

[Murasaki]

Considering the damage shown on that card, the box would've been disfigured to shit. Wtf Asus?

[TechBruhE]

6 minutes ago, BrokenProgram said:

On Feb 16th I sent in my ASUS GTX 1060 Strix in for RMA as I was having some extremely bad stuttering issues I had already narrowed down the problems that I was having by using another GPU on the same system and having no stuttering issues at all.After packing the GPU in over two inches of packaging material and sending it to ASUS I received an email which read that my GPU's PCB was damaged and ASUS would not cover the damage under there 3-year warranty and they wanted $130 to fix the GPU. Now here is the kicker the box in the first 2 photos that they sent me doesn't even match the packaging I sent them and in the last photo the numbers match to the product I sent in but even LinusTechTips has a video on how to remove labels like these.

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Note: Only edits done to the last photo was the blacking out of the barcodes and numbers

Note 2: The damages they are charging me $130 for only covers the PCB but there evidently is also damage on the PCI bracket 

 

After talking to a customer service rep for half an hour trying to explain to them that the damage done to the card isn't even possible unless something ripped through all of the packagings that I had shipped it with and then hit the card. I got the same response that I had received in the email which was that I should dispute it with the shipping company. At this point, I'm so pissed off and I don't know what my next steps should be but all I know is that there seems to be something fishy about this whole RMA thing.

 

At the moment I am waiting for ASUS to send me my card back once I get it back I will be able to provide more details about what is going on

did you use ups?

[BrokenProgram]

3 hours ago, ModuleLFS said:

Considering the damage shown on that card, the box would've been disfigured to shit. Wtf Asus?

Exactly what I was thinking but the box photo they sent isn't even the same I sent

 

3 hours ago, shawnhovde said:

did you use ups?

No Fedex

[ItsMitch]

7 minutes ago, BrokenProgram said:

received an email which read that my GPU's PCB was damaged and ASUS would not cover the damage under there 3-year warranty and they wanted $130 to fix the GPU.

Fairly sure that's against the law, don't quote me but something is off there. I've heard of nightmare RMA's with ASUS before. 

[TechBruhE]

Just now, BrokenProgram said:

No Fedex

oh, I was going to say, the ups guy that delivers to my workplace said they concentrate on quantity of deliveries, if a box says fragile they'll throw it harder. but fedex idk.

[BrokenProgram]

4 minutes ago, SC2Mitch said:

Fairly sure that's against the law, don't quote me but something is off there. I've heard of nightmare RMA's with ASUS before. 

according to the post attached, they were citing it is against the Magnuson-Moss Act

3 minutes ago, shawnhovde said:

oh, I was going to say, the ups guy that delivers to my workplace said they concentrate on quantity of deliveries, if a box says fragile they'll throw it harder. but fedex idk.

LOL good thing I don't use UPS

[manikyath]

this is why you buy from a retailer with in-house warranty handling.

[Murasaki]

5 minutes ago, shawnhovde said:

oh, I was going to say, the ups guy that delivers to my workplace said they concentrate on quantity of deliveries, if a box says fragile they'll throw it harder.

They should wear a safety helmet in that case.

[BrokenProgram]

1 minute ago, manikyath said:

this is why you buy from a retailer with in-house warranty handling.

 

6 minutes ago, shawnhovde said:

oh, I was going to say, the ups guy that delivers to my workplace said they concentrate on quantity of deliveries, if a box says fragile they'll throw it harder. but fedex idk.

 

7 minutes ago, SC2Mitch said:

Fairly sure that's against the law, don't quote me but something is off there. I've heard of nightmare RMA's with ASUS before. 

 

10 minutes ago, ModuleLFS said:

Considering the damage shown on that card, the box would've been disfigured to shit. Wtf Asus?

SHould my next steps to contact the BBB, FTC and Attorney General?

[TechBruhE]

5 minutes ago, BrokenProgram said:

 

 

 

SHould my next steps to contact the BBB, FTC and Attorney General?

I would contact your local attorney general, write down whatever he says about it, and his contact number, then give that to asus.

[BrokenProgram]

1 minute ago, shawnhovde said:

I would contact your local attorney general, write down whatever he says about it, and his contact number, then give that to asus.

I'll try that and see where that takes me.

[divito]

I find it quite hard to believe that they're being nefarious when dealing with RMA requests. Yes, they need to do their due diligence in checking a card over for signs of abuse so that people don't take advantage of the system, but RMAs are established in their budget, so there's not a ton of incentive to invent issues to deny; they'd probably target easy signs of abuse or damage. 

And the volume of shipments worldwide puts this as a low probability that it was actually damaged in shipping as long as it was boxed up properly. GPU would essentially be in anti-static bag, wrapped in foam, in a box with peanuts. But, let's say they used the wrong box for the photo, but it was still damaged, you'd still need to try a claim with Fedex.

So you're saying that box in the first two pictures is not the box you used? If so, it's a good lesson for others going through RMA requests to photograph and document everything in your packing stages so that it can be used to help you in case you need it. Showcase the packing, box, etc.... as well as any shipping details with the company you're using.

Personally, I'd first try Fedex since it seems Asus is sticking by their procedures. If that doesn't get you anywhere, writing out the details for the attorney general or what have you will be good for the next stages.

[aisle9]

26 minutes ago, BrokenProgram said:

On Feb 16th I sent in my ASUS GTX 1060 Strix in for RMA as I was having some extremely bad stuttering issues I had already narrowed down the problems that I was having by using another GPU on the same system and having no stuttering issues at all.After packing the GPU in over two inches of packaging material and sending it to ASUS I received an email which read that my GPU's PCB was damaged and ASUS would not cover the damage under there 3-year warranty and they wanted $130 to fix the GPU. Now here is the kicker the box in the first 2 photos that they sent me doesn't even match the packaging I sent them and in the last photo the numbers match to the product I sent in but even LinusTechTips has a video on how to remove labels like these.

 

After talking to a customer service rep for half an hour trying to explain to them that the damage done to the card isn't even possible unless something ripped through all of the packagings that I had shipped it with and then hit the card. I got the same response that I had received in the email which was that I should dispute it with the shipping company. At this point, I'm so pissed off and I don't know what my next steps should be but all I know is that there seems to be something fishy about this whole RMA thing.

 

At the moment I am waiting for ASUS to send me my card back once I get it back I will be able to provide more details about what is going on

PCI brackets are easy as pie to slide back into place. ASUS is a nightmare to deal with on RMAs, but I do know of several people (myself included) who've sent in a discontinued product for warranty repair and been given an upgrade instead because the original was out of stock. Let's get this out of the way now: ASUS is not switching labels to avoid sending you a replacement.

 

My best guess is that their technician pulled a Gigabyte Special. They dropped the card themselves when taking it out for service, and rather than own up to causing the damage, they just blamed it on the shipper.

 

8 minutes ago, BrokenProgram said:

SHould my next steps to contact the BBB, FTC and Attorney General?

The BBB is a bought-and-paid-for rubber stamp that has no power. Their only leverage is going to merchants that aren't paying them for membership already and saying, "Hey, someone contacted us about you, so unless you want an F rating, pay up."

 

You're free to report to the FTC and AG, but keep your expectations in check. Both will take your info and file the report away, but are unlikely to step in.

 

I see two viable options. One, was the package insured through the shipper? If so, you can ask ASUS for photos of the original packaging, the original label, anything and everything they can (and likely will) give you to make it the shipper's problem. Of course, the shippers use insurance companies who understand that their job is to reject claims, but it's at least worth a shot. Bear in mind that not all packaging is created equal. Two inches of crumpled up newspaper is very different from two inches of air pouches or styrofoam peanuts, and that will work against you in an insurance claim.

 

Option 2, and one that doesn't work if you ask ASUS for photos of packaging and labels, is a sob story. This might actually work if you bought the card when prices were significantly lower, and there's just no way you can possibly afford to replace it with miners driving prices up like crazy. It helps if you can list off how many ASUS cards you've bought in the past, and how you've been loyal to the brand because in all your years buying from them, you've never had a problem like this. If they shoot you down, at least you've still got a chance of taking it up with the shipper afterwards.

[BrokenProgram]

2 hours ago, aisle9 said:

One, was the package insured through the shipper? If so, you can ask ASUS for photos of the original packaging, the original label, anything and everything they can (and likely will) give you to make it the shipper's problem. Of course, the shippers use insurance companies who understand that their job is to reject claims, but it's at least worth a shot. Bear in mind that not all packaging is created equal. Two inches of crumpled up newspaper is very different from two inches of air pouches or styrofoam peanuts, and that will work against you in an insurance claim.

2

The packaging I used consisted of Bubble wrap and Foam around the card with about 6 layers

 

2 hours ago, aisle9 said:

I see two viable options. One, was the package insured through the shipper? If so, you can ask ASUS for photos of the original packaging, the original label, anything and everything they can (and likely will) give you to make it the shipper's problem. Of course, the shippers use insurance companies who understand that their job is to reject claims, but it's at least worth a shot. Bear in mind that not all packaging is created equal. Two inches of crumpled up newspaper is very different from two inches of air pouches or styrofoam peanuts, and that will work against you in an insurance claim.

2

I contacted ASUS once again asking for the photos of the packaging that I sent it in they said they would get back to me on monday when that sector of the RMA facility is open

[aisle9]

37 minutes ago, BrokenProgram said:

The packaging I used consisted of Bubble wrap and Foam around the card with about 6 layers

Do you have any pictures of it packed before shipping?

[BrokenProgram]

1 minute ago, aisle9 said:

Do you have any pictures of it packed before shipping?

I have photos of the GPU before packaging but not of the packaging its self. The only problem is that the photos are on my desktop and I have an i7 5820k and an ASROCK x99m killer MOBO so there is no iGPU support so it may take a while to get access to the photos as I will have to borrow one of my friends GPU's

[aisle9]

3 minutes ago, BrokenProgram said:

I contacted ASUS once again asking for the photos of the packaging that I sent it in they said they would get back to me on monday when that sector of the RMA facility is open

Nothing you can do but wait, imo

[BrokenProgram]

On 3/3/2018 at 11:27 AM, aisle9 said:

Nothing you can do but wait, imo

I got more photos today I'll add them to the main post but they still don't have my original packaging