ASUS RMA nightmare - Buyer Beware

[zambien1]

Doesn't Asus own Asrock?

ASRock was a spinoff from ASUS. But they are separate companies now.

And the thread isn't trying to say ASUS makes bad hardware.. only that ASUS USA RMA support has major issues. Specifically repair. You may be fine if you just need to call in and get some help that can be resolved with software or with a bios flash. This wasn't the case with me.. I'm A+ certified and have been building computers for about 25 years. :biggrin:

 

[Headfoot]

I've RMA'd three things to asus: 2 motherboards and an EEEPc back in the day.

They have never once fixed anything, and the one time they didnt just outright deny me, they lied and said it was fixed when it very clearly was not.

Don't buy asus.

 

[GrumpyMan]

I own a couple of Asus mobos, monitors and a R66u which I had to RMA last week. If they don't fix it, try to charge me or give me back a used crappy one, then I'll tell them to use it as a paperweight. I usually protest with my money, I just won't buy anything they make, like I did with Samsung. If that's worth a $100.00 to them sending me back crap, then so be it.

 

[Bearmann]

same here with an asus GPU. never again.

they do make nice stuff though so if you buy from amazon, etc.. you can RMA through them.

still, i'd rather stick with Gigabyte.

That's only for the first 30 days, though, right? After 30 days, you have to deal with ASUS, correct? Is that different from Newegg or TigerDirect or B&H?

 

[Squeetard]

"ASRock is now owned by Pegatron, which itself was a subsidiary of Asus incorporated in 2007. Pegatron has since been spun off and is no longer connected to Asus, so now the ASRock brand Asus created is a direct competitor."

 

[steve wilson]

Not trying to knock the OP, but I've bought a lot of ASUS products over the years and I've never had one fail on me. Never had any experience of an RMA with them though.

 

[aigomorla]

Not trying to knock the OP, but I've bought a lot of ASUS products over the years and I've never had one fail on me. Never had any experience of an RMA with them though.

Steve! havent seen u in a while since u quit being a reviewer.

I have had many horror stories with ASUS as well believe it or not.
And this is even knowing someone from ASUS.

Infact, one of my RMA's required one of the department heads from RoG department themselves to personally hand me a new board, because RMA kept refusing it under BS reasons, which pissed off that department head himself.

So he got a review sample for me, stamped it and mailed it out as a RMA instead because even he even said it was BS.

ASUS from my perspective is very picky and depends on if they have a surplus or not. Infact i would like to state if ur RMA is taking place over 2yrs on a life cycle on a product... (some RoG products have 3 yr warrentys) then its a lottery draw on getting it replaced or fixed.


Will i buy ASUS?
Yes, they make excellent stuff, however, a bit on the pricey edge.
But i know the guys at ASUS, i know exactly what there doing when they design boards, and how they are made.
They are great boards, but i think the RMA department needs a over hall especially since they got big with tablets + laptops + PCs + (asus makes almost everything now). So there RMA department is forced to use monkeys as overflow.

"ASRock is now owned by Pegatron, which itself was a subsidiary of Asus incorporated in 2007. Pegatron has since been spun off and is no longer connected to Asus, so now the ASRock brand Asus created is a direct competitor."

ASrock used to be the OEM board maker for ASUS, which ASUS owned.
ASRock didnt bring out any boards earily, they were all shipped to asus, which then asus branded theres.

ASRock is easy to compare to like Foxconn, back in the days. They just made boards for the big buys, and not consumers.
It was when they started to branch off and become independent that hey started to bring out there own line.

 

[cmdrdredd]

I RMAd a motherboard to asus and received a brand new one in the box 14 days later.

 

[AznAnarchy99]

I RMAed my video card to them. They sent it back two weeks later with no diagnosis or letter or anything with details. Same problems with it. I decided I'd rather just cut my losses after reading the multitude of threads there and just sell it as is.

 

[Donanza]

Something similar happened to me with Sapphire, but somehow got to fix the gpu.
I had to test all kinds of things to make it work until finally it ran normally.
I have an asus motherboard and it works just fine.

 

[cholley]

bad experience with asus vid card here, fk'em

 

[maddogchen]

since we're sharing stories of Asus RMAs now...

Have an ASUS Nexus 7 where the speakers were crackling really bad. Got it RMAed and repaired with no issues. That's my one experience.

Have had an ASUS motherboard for 6 years now with no issues

<knock on wood>

 

[GrumpyMan]

Well got an email saying my R66u is being shipped back to me. Keeping my fingers crossed.......

 

[steve wilson]

Steve! havent seen u in a while since u quit being a reviewer.

I have had many horror stories with ASUS as well believe it or not.
And this is even knowing someone from ASUS.

Infact, one of my RMA's required one of the department heads from RoG department themselves to personally hand me a new board, because RMA kept refusing it under BS reasons, which pissed off that department head himself.

So he got a review sample for me, stamped it and mailed it out as a RMA instead because even he even said it was BS.

ASUS from my perspective is very picky and depends on if they have a surplus or not. Infact i would like to state if ur RMA is taking place over 2yrs on a life cycle on a product... (some RoG products have 3 yr warrentys) then its a lottery draw on getting it replaced or fixed.


Will i buy ASUS?
Yes, they make excellent stuff, however, a bit on the pricey edge.
But i know the guys at ASUS, i know exactly what there doing when they design boards, and how they are made.
They are great boards, but i think the RMA department needs a over hall especially since they got big with tablets + laptops + PCs + (asus makes almost everything now). So there RMA department is forced to use monkeys as overflow.


ASrock used to be the OEM board maker for ASUS, which ASUS owned.
ASRock didnt bring out any boards earily, they were all shipped to asus, which then asus branded theres.

ASRock is easy to compare to like Foxconn, back in the days. They just made boards for the big buys, and not consumers.
It was when they started to branch off and become independent that hey started to bring out there own line.

I've never been a reviewer and I've never spoke to you before. I'm sorry but you have mixed me up with someone else.

 

[PhIlLy ChEeSe]

@OP,
The only common denominator is you!





Insults are not allowed in the tech forum.


esquared
Anandtech Forum Director

It's not an insult, simple math. Had I posted this(thread) it would be deleted ASAP cause they advertise on your main page.

 

[Kenmitch]

I had a taste of the Asus rma hell experience on a MB a couple years ago. I just skip over all things Asus when I'm looking for new hardware....No matter how sweet the deal is.

Jumping in this thread and stating you've never had a issue with a Asus product doesn't help the issue at all. The RMA department in the US to this day still looks to be a joke.

 

[Headfoot]

It's not an insult, simple math. Had I posted this(thread) it would be deleted ASAP cause they advertise on your main page.

You want to blame it on the OP? Really dude?

So it was my fault that when I sent my EEEPC in to Asus saying "The port you plug the charger cord into is faulty; it wont charge" and having them send me back the exact same computer with a new battery that still wouldn't charge?

 

[ZimZum]

"ASRock is now owned by Pegatron, which itself was a subsidiary of Asus incorporated in 2007. Pegatron has since been spun off and is no longer connected to Asus, so now the ASRock brand Asus created is a direct competitor."

ASrock used to be the OEM board maker for ASUS, which ASUS owned.
ASRock didnt bring out any boards earily, they were all shipped to asus, which then asus branded theres.

ASRock is easy to compare to like Foxconn, back in the days. They just made boards for the big buys, and not consumers.
It was when they started to branch off and become independent that hey started to bring out there own line.

Interesting, I didnt know that. All these years I thought of ASRock as Asus' budget division. And would summarily overlook their boards for that reason.

 

[SteveGrabowski]

Is AsRock considered a good board manufacturer now? Is their customer support any good? Customer support is extremely important to me, it's why I bought my GTX 970 from EVGA. I'm sad to read such things about Asus, as I used them exclusively for years when it came to boards.

 

[zambien1]

You want to blame it on the OP? Really dude?

So it was my fault that when I sent my EEEPC in to Asus saying "The port you plug the charger cord into is faulty; it wont charge" and having them send me back the exact same computer with a new battery that still wouldn't charge?

Yeah, I saw the original post and didn't think I would add much by responding but I will now since people are defending me.

As I said earlier I'm A+ certified. I repaired PCs at Best Buy's repair center (not in store... the warehouse where they sent the PCs when the in-store techs couldn't fix them) years back while I was getting my CS degree. For the past 12 years I've been very successful as a programmer, CI engineer, systems engineer, and now am working in cloud architecture specifically on Linux, PureApplication, OpenStack, UDeploy, and piloting AWS. So I'm not the issue here. :biggrin:

 

[zambien1]

I RMAd a motherboard to asus and received a brand new one in the box 14 days later.

This is great. I wish this had been my experience. I have been told multiple times by ASUS that they do not (and cannot) provide new boards for RMAs when I spoke with them. I spoke with many different reps and managers throughout this process they all said the same thing. They told me very specifically they are not allowed to say that a board will be "new" because all RMA boards are shipped as repairs. Maybe this was just a wording/legal thing.

Did you actually get a new box that was shrink wrapped?

 

[MrTeal]

I've had good experiences with the RMA process for ASUS laptops, though those might be a special program that differs from the rest. I just sent in the ticket, they provided me a FedEx label and the FedEx guy came to pick it up, and I got the laptop back about a week later.

 

[Puffnstuff]

Speaking of Asus when I went into Best Buy today they had their rog desktops in the gaming section of the store. I've only had two rma's with asus. When they replaced my original striker II formula it went well without any issues but when they repaired my xonar d2x they returned it to me with a non functional optical port even though they'd replaced it. With that said I will not stop buying from them and I would also not hesitate to buy from gigabyte who did me right on the only rma I've ever had with them.

 

[pm]

I've heard these issues with ASUS. Anybody with issues with Gigabyte or Asrock boards?

I've had a nightmare problem with a Gigabyte Radeon 7970 video card. I had a co-worked with his card and he asked me to test it in my computer system, and I verified that the card was bad. He RMA'd it twice and Gigabyte would just send back the same card without fixing anything. So then he gave up and so I said "dude, it's a $400 card. Don't give up!" so I tried. I RMA'd it several times, it never got fixed, and I was racking up shipping bills and wasted time. After the four time total between the two of us and a bunch of emails, we both gave up and we sent the card to the local electronics recycler. I won't buy Gigabyte ever.

 

[Puffnstuff]

You should've contacted your state consumer affairs division and explained the situation to them. I've got a similar problem with evga, yes that's right evga and a z97 ftw motherboard right now. This is the 3rd socket 1150 ftw motherboard I've had issues out of from them and when I contacted them about the current round of issues with it they blew me off. When they kept on refusing to issue an rma I contacted the state of Florida consumer affairs department and filed a complaint against them. Magically evga immediately issues a rma for the POS motherboard that does all kinds of crazy things with a 4790k plus the onboard sound quit working. Thing is that they're great with graphics cards but not so much with motherboards anymore. When I ran x58 their 3 way sli and classified board were fantastic for me but the newer boards leave a lot to be desired.