Asus Strix X99 RMA problem

[TechBruhE]

I just wanted to let people know, I had a windows 10 update about 3 and a half weeks ago that upon reboot none of my usb ports worked in my asus strix x99 motherboard, I spent a few days troubleshooting different things it might have been, contacted asus for a repair, they sent me an RMA number, it was under warranty still. Shipped it to them through usps with 2 day shipping, they got it in 2 days according to usps, 2 days later their website said that they had received the motherboard, I waited a few days, no updates, so I called them, they informed me it was still undergoing repair. so I waited, about a week later I decided to call back, they said it was still under repair, and that they should be finished soon. the next day I called again, they still hadn't touched it, a couple days later calling each day im informed its beyond repair and they would send me a replacement, they never confirmed the replacement so I called back for a few days everyday, everyday they told me that I would receive a call about scheduling a replacement, finally they got a replacement lined up and the status of my rma changed on their site, I got an email with a tracking number for fedex. but fedex said it didn't exist, so the following day I called back again, they hadn't shipped it yet, so they said they would ship it out that day, well then the tracking changed to be showing up today so I was like thank god finally. so I waited, today came around, and I know the local route for the delivery driver, and he would have been here by the time I got home from work, well it wasn't here, so I checked the tracking number online again, it said it was supposed to show up today, well it also said beneath that that the label had been created, but fedex hadn't received the package, so I called asus again. inform the guy of everything that has been going on, he puts me on hold, comes back and apologizes and says that yeah they still have the package with them, and that they might ship it out today or Monday. its been almost a month, at the beginning of this I was informed it would take 5-10 business days after they had received it, they've had it for 3 full weeks and a half. if this is how warranty repair/replacement of products works, im just going to buy the cheapest from now on, this is ridiculous.

[Fasauceome]

I'm having a similar problem with Asus. They keep sending me the wrong motherboard over and over again, and it's driving me up the wall. Their customer support generally sucks based on all the reviews I've seen, which I looked into after having my own problems hoping it was just an anomaly. Asus motherboards are definitely an undeniably quality product, but their customer support team just has no clue what they're doing. If you can get elevated in customer support stuff and call enough to make a fuss about it, they'll put you on call list and have you contacting a single agent over and over again. Ideally, you make yourself some important enough for them to actually start listening to you, that's what I had to do. Hopefully you'll get good results, but you're definitely not alone in the Asus customer support struggle.

[TechBruhE]

1 minute ago, fasauceome said:

I'm having a similar problem with Asus. They keep sending me the wrong motherboard over and over again, and it's driving me up the wall. There customer support generally sucks based on all the reviews I've seen, which I looked into after having my own problems hoping it was just an anomaly. Asus motherboards are definitely an undeniably quality product, but their customer support team just has no clue what they're doing. If you can get elevated in customer support stuff and call enough to make a fuss about it, I'll put you on call list and have you contacting a single-agent over and over again. Ideally, you make yourself some important enough for them to actually start listening to you, that's what I had to do. Hopefully you'll get good results, but you're definitely not alone in the Asus customer support struggle.

this is insane, im about to just say forget it and buy a gigabyte board or something instead from ebay.

[Fasauceome]

2 minutes ago, shawnhovde said:

this is insane, im about to just say forget it and buy a gigabyte board or something instead from ebay.

I'm honestly at that point just about now as well. If I got the wrong motherboard again in the mail, that's it for me. thankfully, they actually have the exact motherboard I want online and since I turned in my old motherboard without the io Shield, it's really easy to shop for one for me

[TechBruhE]

8 minutes ago, fasauceome said:

I'm honestly at that point just about now as well. If I got the wrong motherboard again in the mail, that's it for me. thankfully, they actually have the exact motherboard I want online and since I turned in my old motherboard without the io Shield, it's really easy to shop for one for me

I just hope I can get the same overclock with a gigabyte board. I have a 5930k I got to 4.7 @ 1.235v

[Fasauceome]

1 minute ago, shawnhovde said:

I just hope I can get the same overclock with a gigabyte board. I have a 5930k I got to 4.7 @ 1.235v

I bet you can push your i7 to even higher frequencies on an x299. If you're not gonna bother with customer support anyway, go with an ROG board. They're usually really well featured.

[dfsdfgfkjsefoiqzemnd]

5 minutes ago, fasauceome said:

I bet you can push your i7 to even higher frequencies on an x299

Except that X299 uses an LGA 2066 socket, whereas X99 uses LGA 2011v3.

Also ROG is still ASUS, which are known for horrid customer support (as the OP has found out).

[Fasauceome]

1 hour ago, Captain Chaos said:

Except that X299 uses an LGA 2066 socket, whereas X99 uses LGA 2011v3.

Also ROG is still ASUS, which are known for horrid customer support (as the OP has found out).

Whoops, thinking of wrong socket.

But also, like I said, if customer support is no longer a consideration, Asus products are still awesome. 

[TechBruhE]

1 hour ago, fasauceome said:

Whoops, thinking of wrong socket.

But also, like I said, if customer support is no longer a consideration, Asus products are still awesome. 

customer support would be included in part of the product when your spending as much money on the high end boards as you are. part of the reasoning for spending big bucks is the 5-10 year warranty offered on those products, if the warranty repair/replacement process is garbage then is it really worth it to sink that big of a chunk of money into that product? I don't think so. so I'm going to take that into consideration with the next board I get regardless.

[TechBruhE]

I got it back, it worked for a couple hours before boot looping into an auto bios update that failed repeatedly, before turning itself off and not turning back on at all. I'm sending it back again, hoping to get a functional one in return.

[Rune]

Asus customer service sucks a hard one even if their products are usually okay. Buy Gigabyte or MSI in the future or look into replacement plans so you can just swap it out from where you purchase it.

[Fasauceome]

6 hours ago, shawnhovde said:

I got it back, it worked for a couple hours before boot looping into an auto bios update that failed repeatedly, before turning itself off and not turning back on at all. I'm sending it back again, hoping to get a functional one in return.

Auto BIOS update? how does that happen?

[TechBruhE]

4 hours ago, fasauceome said:

Auto BIOS update? how does that happen?

I don't know, I was watching an ltt video, so the system wasn't even stressed, it turned itself off and on, when it came on it was a black screen that said system updating bios do not turn off, then after like 5 seconds it turned itself off and on again, did it again a few times, then it just bricked itself.

[TechBruhE]

11 hours ago, Rune said:

Asus customer service sucks a hard one even if their products are usually okay. Buy Gigabyte or MSI in the future or look into replacement plans so you can just swap it out from where you purchase it.

yeah I've had other brands before, didn't like msi, ended up getting a gigabyte/aorus gaming 5 & an 8086k, once I get a working strix back I will sell the 5930k. I tried getting an asrock x99 board from ebay, didn't want to overclock past 4ghz, tried a gigabyte, same thing, didn't want to get to 4.7 on the 5930k. and the aorus board isn't much for overclocking either, pretty sure the 8086k should be a decent overclocker since they're binned 8700k's so yeah probably going to replace the gaming 5 with a better oc board.

[Fasauceome]

2 minutes ago, shawnhovde said:

I don't know, I was watching an ltt video, so the system wasn't even stressed, it turned itself off and on, when it came on it was a black screen that said system updating bios do not turn off, then after like 5 seconds it turned itself off and on again, did it again a few times, then it just bricked itself.

I've literally never heard of that. I'd recommend just replaceing the board if you haven't already done so and then use this thread to detail exactly what happes during the ongoing RMA process. I'm curious to see what kind of replacement Asus can muster given your current situation 

[TechBruhE]

that was the replacement board.... im sending the replacement back for a second replacement...

Just now, fasauceome said:

I've literally never heard of that. I'd recommend just replaceing the board if you haven't already done so and then use this thread to detail exactly what happes during the ongoing RMA process. I'm curious to see what kind of replacement Asus can muster given your current situation