donta1979
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This is why I am shaking my head with the way EVGA has gone. With them out of the way we have no real good options left both off the shelf and then after it when we need customer service/support/warranty. https://www.tomshardware.com/tech-industry/asus-quotes-ridiculous-dollar2750-fee-to-replace-chipped-gpu-power-connector-canadian-customer-shares-docs-to-back-up-claims-of-egregious-rtx-4090-16-pin-repair-pricing
I have also seen stuff like this on social media one instance asus lost the owners RMA, then basically told him without a receipt too bad so sad. Well now that individual is talking to the president of ASUS last I heard. I will say ASUS support can be utterly painful from their departments having no communication, support staff not knowing the specs of a product for the specs not listed, getting dragged on for weeks then still saying yeah, we are not doing anything about it. When I became an EVGA customer a couple decades ago it was because of ASUS's abysmal support. Now it's like well we have to pick the greatest of the lesser of multiple evils. Good products but support/warranty/customer service is horrible. If you are in their official DYI group, yeah you can tell the issue is with the culture of the company. Employees will defend bad products tooth and nail, like their horrible motherboards for example the mass majority of their top boards memory lead layouts well they just suck. They only offer limited actual quality boards... Apex/Apex Encore z790 limited runs once they are gone they are gone and you are pretty much left with a selection of overpriced hot garbage or boards that are a bit cheaper that are in fact better but limited features the TUF/Rog Strix Z790-E and their Gen II counterparts. We as consumers need the old EVGA back... it seems like all these companies have no reason to even try now.
post edited by donta1979 - 2024/05/13 06:47:13
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ty_ger07
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Re: ASUS is in hot water again.
2024/05/13 09:23:46
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Some of the things he said about the warranty process and declining non-related damage repair made me wonder why EVGA customers didn't have that option. It must be something specifically written in Asus's warranty for the customer's benefit? Honestly, I think EVGA has done just as bad in some instances. Imagine if you had an EVGA graphics card with a scratch on it, EVGA denied the warranty, and you could say 'fix the root problem and ignore the unrelated damage'. That would be nice. Seems Asus is at least doing that part right. Seems like the biggest complaint was just related to Asus' communication. Anyone here ever file a claim with USPS? Now THAT deserves a video. USPS has my product, the buyer never paid me, and USPS says they owe me nothing. How can they steal my property and say they don't owe on extra insurance I paid for? And appeal? 1xx character limit. Lol. You can't even sue them. They make their own rules and enforce their own rules. I don't understand why gamers nexus made such a big deal out of nothing. Good for consumers, I guess.
post edited by ty_ger07 - 2024/05/13 09:48:04
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owcraftsman
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Re: ASUS is in hot water again.
2024/05/13 11:52:41
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I agree Asus support is spotty at best but I do perfer their Mobos. EVGA was my go to for GPUs. ![](https://forums.evga.com/upfiles/smiley/sad.gif) Some years ago I wanted to try an AMD GPU and Bought a XFX 6900XT w/waterblock. A year and a half later I had some issues with it led lighting of the waterblock (vertical mount) so I RMA'd it. I'm not saying they were as good or responsive as EVGA but just shy of 30 days for the whole process isn't bad. I can say my confidence level is higher now as a result of the experience.
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rjohnson11
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Re: ASUS is in hot water again.
2024/05/14 02:56:55
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If you go far back in the forums you'll see that I've been complaining about ASUS customer support for a very long time.
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Nereus
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Re: ASUS is in hot water again.
2024/05/14 18:32:31
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This is nothing new for ASUS really. They've had a reputation for atrocious warranty service for many years.
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a213m
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Re: ASUS is in hot water again.
2024/05/14 21:17:20
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The last time I had to deal with Asus's RMA, everything went smoothly. I bought a second-hand X299 motherboard on ebay, which had one defective memory channel, and Asus replaced the board with a new one.
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Nereus
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Re: ASUS is in hot water again.
2024/05/14 22:00:17
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a213m The last time I had to deal with Asus's RMA, everything went smoothly. I bought a second-hand X299 motherboard on ebay, which had one defective memory channel, and Asus replaced the board with a new one.
Lucky! It seems so random.. some people get good service, others get treated like criminals.
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Nereus
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Re: ASUS is in hot water again.
2024/05/16 04:36:25
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Well it got a reaction from ASUS.. ( link) and ( link): (X): We deeply apologize to our customers and the community for any confusion and frustration they might have experienced from our RMA communications. We have taken your feedback to heart and are committed to making improvements. (Website): 2024/05/15 Recent feedback has highlighted some gaps in our RMA communication process in the US and Canada. We deeply apologize to our customers and the community for any confusion and frustration they might have experienced from this. We have taken your feedback to heart and are committed to making improvements. We want to assure our customers that any repairs covered under the manufacturer's limited warranty have always been and will continue to be free of charge. It is never the intent of ASUS to charge any customers a fee that does not directly address the device malfunctions they are experiencing. We now recognize that the current process and the language used does not adequately convey this information. We are working diligently to make changes in the best interest of our customers. In addition to addressing issues on an individual basis with our customers that have come forward, we are also making changes to our RMA process. Effective May 16th, 2024, we will implement the following actions to optimize the customer repair experience: - We are revising our repair pricing structure for out-of-warranty products; this includes a thorough review process for any abnormal pricing to ensure consistency, transparency and fairness.
- Currently, we perform a full analysis of devices sent for RMA, and send customers a comprehensive list of available repairs, free and paid, in our messaging to customers. We understand this may have caused confusion when a customer has only ordered a specific repair. We will no longer automatically offer repair quotations for cosmetic imperfections unless they affect the device’s functionality or are specifically asked for by the customer.
- We will update the verbiage of our automatic emailing system for improved clarity, so our customers always know what repairs will be offered for free, and the terms and conditions relevant to the device in question.
If you need further assistance with your repair, please contact us at 1-888-678-3688 (U.S. and Canada) or visit the ASUS Support website at https://www.asus.com/us/support/ to reach us. We are dedicated to resolving your concerns and ensuring your satisfaction.
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bdary
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Re: ASUS is in hot water again.
2024/05/16 07:01:30
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Time will tell if customers opinions start to change for the positive about the the ASUS RMA process.
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Hoggle
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Re: ASUS is in hot water again.
2024/05/16 14:06:39
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I definitely agree that Asus is not the best brand to deal with if you have an RMA. Everything was very scripted last time I dealt with them and it took days before they were finally willing to replace a motherboard that wouldn't turn on.
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