st0n3r
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Hey Folks, I am sharing my ongoing experience with Asus on an in-warranty RMA, as I am sure many folks have heard the horror stories, I am proof. It started out in February 2016 of me reaching out to Asus via their website to get an RMA going for my motherboard. It took me about 9-10 weeks of emailing, calling etc. to finally get an RMA approved. I asked for an advanced RMA so that I could still use my computer. My motherboard was not completely dead, it just was a major chore to get it booted up if it shut down. So as long as my pc is running I was in ok shape. My RMA was delivered on 4/11 and I finally got time on 4/16 to install it. Spent all day of 4/16 installing it to find out the board was dead. Would not post. Tried converting the bios, updating the bios, 1 ram stick, no cpu, no components etc. never once posted anything except 00. I immediately emailed the level 3 support supervisor on 4/16 (the guy Id been going back and forth with for awhile) that the replacement board was DOA. On 4/17 I started calling in again to get help. I received no information on where to ship my original board back to them, and was not getting email replies from support. I wanted to send back the DEAD board that was shipped to me because I am in need of a computer. I am a college student and were going into finals. I cannot be down without a computer, I explained this to them which is why i was approved for the advanced RMA. After a week of calling nonstop, emailing etc. I was informed that as of today 4/25 I was charged $329 for failure to return a product from my RMA. I informed the guy I had been emailing and calling and begging for information on how to return my product and everyone kept telling my me case was assigned to "Robbie P." a level 3 support supervisor and only he could help and I must email him. Ok, I have emailed this guy MANY times with no replies. Even 1 reply was "Hello Frank, I show your replacement was delivered on 4/11 and signed for by yourself, please confirm". This was in response to my 2nd email to him informing him of the dead rma board I was sent. Today alone I spent 6hrs on the phone, well 2 different phones with Asus and its when I was informed today was the 14th day and no returned product means I am charged. They will not accept my return and will reject delivery if i tried to ship it back. By the way, I was just told today the information of where to ship it also, but was told it wont be accepted. This supervisor of level 3 support "Ricardo" informed me that I had to open a NEW RMA on this replacement board as I now own 2 boards but I have to wait on their system to completely close out my original RMA before I can start a new RMA. I have spent well over 20hrs on the phone and sent numerous emails all for simply getting a warranty replacement. I will NEVER, EVER purchase an Asus product again. I got this board free from work when we upgraded, but man I wished I just bought an EVGA board. I love EVGA support and at the very most, 2 phone calls would have resolved my issue. Does anyone at all have any idea of what else I can do with Asus to get this situation rectified? Outside of contacting my Credit Card company and disputing the fraudulent charges, any ideas? Id REALLY like to have my setup running and dont currently have money to buy a good socket 2011 motherboard with school finals, certification exams and graduation in 2 weeks? Links below of photo proof if interested.
Asus P9X79Pro Intel Core I7 4930k G-Skill Ripjaws 16gb 1866mhz EVGA 690 GTX Classified x 2 4x Mushkin Eco 3 480gb SSD's WD 2tb Hdd Custom Lian Li / Koolance Case EVGA 1300 G2 PSU My Affiliate Code: W50NH5B95M
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stalinx20
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 05:13:33
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Need to email all this to BBB. Also could have a lawyer call them on your behalf. They will love that too.
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st0n3r
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 05:57:15
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I did submit a complaint yesterday to the BBB. I guess they screen those now and they require review and approval before actually posting them.
Asus P9X79Pro Intel Core I7 4930k G-Skill Ripjaws 16gb 1866mhz EVGA 690 GTX Classified x 2 4x Mushkin Eco 3 480gb SSD's WD 2tb Hdd Custom Lian Li / Koolance Case EVGA 1300 G2 PSU My Affiliate Code: W50NH5B95M
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aka_STEVE_b
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 07:20:19
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1) BBB won't get you anything except maybe feel better about reporting that kind of crud,... but you'll not get help from them,..at best, just a bad rating to the BBB site if anyone looks up ASUS from there. 2)I would say to definitely dispute w/ place of purchase or Credit card company - BUT- I am confused because in the 1 spot you say you received the board for free from an upgrade at work ?? ??
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ARMYguy
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 07:20:38
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Sadly Asus makes the best motherboards by far, so there really isn't a choice for me to not purchase them. Luckily, i have never ever had to return a single Asus board, been using them since the Pentium era. Pretty amazing track record, that. I guess its a good thing i never had to use the return policy....
Asus Strix Z790 F - Intel 13700 K - Gigabyte 4090 Windforce - 32gb DDR 5 - 1TB Samsung SSD 850 evo - Windows 10 Pro - 1TB Samsung M.2 860 - Inland 2 TB NVMe - Acer Predator X27
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Shockjockey
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 07:35:35
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Never had to RMA an ASUS product yet but I dread the day.
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st0n3r
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 07:36:10
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Yes the motherboard was from my work, however i am the one who does all the hardware upkeep, purchases etc. So technically i purchased the board though it was a business expense.
Asus P9X79Pro Intel Core I7 4930k G-Skill Ripjaws 16gb 1866mhz EVGA 690 GTX Classified x 2 4x Mushkin Eco 3 480gb SSD's WD 2tb Hdd Custom Lian Li / Koolance Case EVGA 1300 G2 PSU My Affiliate Code: W50NH5B95M
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aka_STEVE_b
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 07:46:26
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This guy seems to be handling damage control for ASUS on Newegg.... maybe try him ?? cl-nestor@asus.com
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MSim
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 07:47:03
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I would dispute the charge, continue to try and get a hold of someone at ASUS, after that i would contact my state consumer protection office. https://www.usa.gov/state-consumer. Use the company own social media to get them to the right thing, if not it will serve to warn other people. Some credit cards have buyer protection would come in handy for stuff like this.
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aka_STEVE_b
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 07:54:37
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Forgot about the entire 'social media' thing.... Unbelievably, posting negative issues on a companys' Facebook page or Google+ page can get results more than one would think.
AMD RYZEN 9 5900X 12-core cpu~ ASUS ROG Crosshair VIII Dark Hero ~ EVGA RTX 3080 Ti FTW3~ G.SKILL Trident Z NEO 32GB DDR4-3600 ~ Phanteks Eclipse P400s red case ~ EVGA SuperNOVA 1000 G+ PSU ~ Intel 660p M.2 drive~ Crucial MX300 275 GB SSD ~WD 2TB SSD ~CORSAIR H115i RGB Pro XT 280mm cooler ~ CORSAIR Dark Core RGB Pro mouse ~ CORSAIR K68 Mech keyboard ~ HGST 4TB Hd.~ AOC AGON 32" monitor 1440p @ 144Hz ~ Win 10 x64
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the_Scarlet_one
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 07:57:18
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I did one RMA with them. I received the same board back and it reacted the same. It "functioned" fine at stock but hard locked any cpu when trying to overclock, so I just kept it after upgrading and ended up giving it to a friend so he could upgrade.
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bcavnaugh
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 07:59:39
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ARMYguy Sadly Asus makes the best motherboards by far, so there really isn't a choice for me to not purchase them. Luckily, i have never ever had to return a single Asus board, been using them since the Pentium era. Pretty amazing track record, that. I guess its a good thing i never had to use the return policy....
@ ARMYguy I did not notice that you posted that you at least Knocked on any Wood! I had two RMA's with ASUS One was a Server MB and took 2 Weeks to complete. The other was Desktop Motherboard and after 7 weeks of not getting anywhere and no response I gave up.
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MSim
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 08:30:52
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aka_STEVE_b Forgot about the entire 'social media' thing.... Unbelievably, posting negative issues on a companys' Facebook page or Google+ page can get results more than one would think.
Shows what little you know. If a company cares about it's image, they will reach out to that customer to help them. That is what he wants after all. Using social media can be a powerful tool to get a company to do the right thing. UpdateI misread what STEVE was saying. For some reason thought he said to forget social media. Sorry STEVE
post edited by MSim - 2016/04/26 13:05:23
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st0n3r
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 08:39:06
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Trust me, I have tried daily to post to Asus, though they require approval for anything to show there. I was able to message Asus on twitter and their socialmedia support staff are going to forward my very long email and case history to someone to investigate. I am going to email the guy from newegg now, thank you much for sharing that email. My credit card company (Capital One Business) has already been talked to, I must wait for the charge to settle as its still in a pending status.
Asus P9X79Pro Intel Core I7 4930k G-Skill Ripjaws 16gb 1866mhz EVGA 690 GTX Classified x 2 4x Mushkin Eco 3 480gb SSD's WD 2tb Hdd Custom Lian Li / Koolance Case EVGA 1300 G2 PSU My Affiliate Code: W50NH5B95M
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stalinx20
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 10:06:11
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Honestly purchasing from Asus, you're just putting yourself between a rock and hard-plate, regardless of those who say they make good products, they're not worth it. I don't even want to know the loops to go through to get a replacement for a monitor...
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st0n3r
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 11:44:53
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stalinx20 Honestly purchasing from Asus, you're just putting yourself between a rock and hard-plate, regardless of those who say they make good products, they're not worth it. I don't even want to know the loops to go through to get a replacement for a monitor...
I can tell you they are difficult. Mid March*ish, I submitted an RMA request over the phone with support to RMA my Rog Swift Monitor. Over the phone the RMA was processed and being submitted for approval. Its end of April and when Ive asked about it, all they tell me is the RMA was submitted and is being reviewed. This is 6 weeks later on a 3 month old monitor that has a few dead pixels, but seems to be going the same route as my motherboard :(
Asus P9X79Pro Intel Core I7 4930k G-Skill Ripjaws 16gb 1866mhz EVGA 690 GTX Classified x 2 4x Mushkin Eco 3 480gb SSD's WD 2tb Hdd Custom Lian Li / Koolance Case EVGA 1300 G2 PSU My Affiliate Code: W50NH5B95M
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stalinx20
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 11:47:54
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st0n3r
stalinx20 Honestly purchasing from Asus, you're just putting yourself between a rock and hard-plate, regardless of those who say they make good products, they're not worth it. I don't even want to know the loops to go through to get a replacement for a monitor...
I can tell you they are difficult. Mid March*ish, I submitted an RMA request over the phone with support to RMA my Rog Swift Monitor. Over the phone the RMA was processed and being submitted for approval. Its end of April and when Ive asked about it, all they tell me is the RMA was submitted and is being reviewed. This is 6 weeks later on a 3 month old monitor that has a few dead pixels, but seems to be going the same route as my motherboard :(
Why does it have to be "approved"? if it's within the warranty period, then it should be approved, regardless.
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ty_ger07
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 12:38:20
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MSim
aka_STEVE_b Forgot about the entire 'social media' thing.... Unbelievably, posting negative issues on a companys' Facebook page or Google+ page can get results more than one would think.
Shows what little you know. If a company cares about it's image, they will reach out to that customer to help them. That is what he wants after all. Using social media can be a powerful tool to get a company to do the right thing.
You two just agreed with each other and said basically the same thing. So, that shows how little you know!?! He didn't say " Forget about social media!". He said " I forgot to mention that social media can give you good results".
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MSim
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 13:06:16
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ty_ger07
MSim
aka_STEVE_b Forgot about the entire 'social media' thing.... Unbelievably, posting negative issues on a companys' Facebook page or Google+ page can get results more than one would think.
Shows what little you know. If a company cares about it's image, they will reach out to that customer to help them. That is what he wants after all. Using social media can be a powerful tool to get a company to do the right thing.
You two just agreed with each other and said basically the same thing. So, that shows how little you know!?! He didn't say "Forget about social media!". He said "I forgot to mention that social media can give you good results".
I messed up. I correct my reply to show that.
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stalinx20
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 13:09:58
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MSim
ty_ger07
MSim
aka_STEVE_b Forgot about the entire 'social media' thing.... Unbelievably, posting negative issues on a companys' Facebook page or Google+ page can get results more than one would think.
Shows what little you know. If a company cares about it's image, they will reach out to that customer to help them. That is what he wants after all. Using social media can be a powerful tool to get a company to do the right thing.
You two just agreed with each other and said basically the same thing. So, that shows how little you know!?! He didn't say "Forget about social media!". He said "I forgot to mention that social media can give you good results".
I messed up. I correct my reply to show that.
If it's any record, I thought the same thing too. I thought he said to "forget about social media"
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fearpoint
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 14:37:38
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Sounds like the experience I had with Viewsonic years ago. I was scammed out of several hundreds of dollars and it took months for them to send me back broken stuff. I'm certain these experiences are fairly common and intentionally done with certain companies. The BBB has no power to do anything, so don't even waste your time.
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XrayMan
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 20:10:55
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If you would have went with Evga in the first place, you wouldn't have this problem. (True story bro)
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st0n3r
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 21:30:41
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Xray, trust me I know this, and I gave EVGA massive props here and in a lot of emails to Asus. The only time Ive ever had to call more than 1 time to EVGA is if they had some steps for me to try and I wasnt at my pc to try them. Otherwise RMA's were processed and ready to go over the phone. If I didnt have to purchase what the owner requested it would have been EVGA. I "think" he went with ASUS on the 2011 due to some bad reviews of that line he read somewhere, but man oh man, cant wait to go back.
Asus P9X79Pro Intel Core I7 4930k G-Skill Ripjaws 16gb 1866mhz EVGA 690 GTX Classified x 2 4x Mushkin Eco 3 480gb SSD's WD 2tb Hdd Custom Lian Li / Koolance Case EVGA 1300 G2 PSU My Affiliate Code: W50NH5B95M
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stalinx20
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 21:38:58
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st0n3r Xray, trust me I know this, and I gave EVGA massive props here and in a lot of emails to Asus. The only time Ive ever had to call more than 1 time to EVGA is if they had some steps for me to try and I wasnt at my pc to try them. Otherwise RMA's were processed and ready to go over the phone. If I didnt have to purchase what the owner requested it would have been EVGA. I "think" he went with ASUS on the 2011 due to some bad reviews of that line he read somewhere, but man oh man, cant wait to go back.
You said "the owner"... I feel that you should inform the owner that he needs to switch to EVGA and explain why. Regardless of certain people claiming that Asus has "better motherboards", in the long run, it's not worth it. EVGA has everything anyone needs to get equally compensated for what it is they really need, if not better. I'm not trying to talk like a fan-boy, it's only reality of the nature that EVGA has better technical support. When you know a company has good support, it's a piece of mind you can take home with you.
post edited by stalinx20 - 2016/04/26 21:40:04
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XrayMan
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 21:41:48
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stalinx20 You said "the owner"... I feel that you should inform the owner that he needs to switch to EVGA and explain why. Regardless of certain people claiming that Asus has "better motherboards", in the long run, it's not worth it. EVGA has everything anyone needs to get equally compensated for what it is they really need, if not better. I'm not trying to talk like a fan-boy, it's only reality of the nature that EVGA has better technical support. When you know a company has good support, it's a piece of mind you can take home with you.
+1 I approve that post. ;)
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MSim
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/26 22:57:25
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stalinx20 You said "the owner"... I feel that you should inform the owner that he needs to switch to EVGA and explain why. Regardless of certain people claiming that Asus has "better motherboards", in the long run, it's not worth it. EVGA has everything anyone needs to get equally compensated for what it is they really need, if not better. I'm not trying to talk like a fan-boy, it's only reality of the nature that EVGA has better technical support. When you know a company has good support, it's a piece of mind you can take home with you.
It's not as easy as you think to get someone to switch to a brand that cost more but give you less features. Customer service is not the first thing people look for in a motherboard. EVGA a small fish in the motherboard market. When it comes to GPU's, that's a different story.
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stalinx20
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/27 05:23:41
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MSim It's not as easy as you think to get someone to switch to a brand that cost more but give you less features. Customer service is not the first thing people look for in a motherboard. EVGA a small fish in the motherboard market. When it comes to GPU's, that's a different story.
I know it's not. It would be like a Ford guy trying to be talked into buying GM. Probably would never happen. Unfortunately, in this case with his friend, the only way for him to understand is when he learns the hard way. I won't say that Asus is the worst to go with as I have seen some people have good success with Asus. So, it can vary person to person. I only hope "the owner" helped with the compensation(s) dealing with Asus.
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BioHazardSperm
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/27 05:44:54
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2007 last time i bought a asus mobo....RMA was a nightmare of 3 months of poor communications,credit card charge reversal,rude Customer service phone representatives,wrong item sent for RMA,(refused to issue me a return shipping label,at my cost) Ended up losing at least 12 hours of my own time between phone calls ,emails,shipping,Visa credit company calls to end up losing just under 30.00 total and having no motherboard but a wait for refund that took another 6 weeks to clear to my account End result i lost 30.00 and i took 4 1/2 months to settle.... Never again
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Zuhl3156
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/27 05:55:26
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Talk about the Silicone Lottery! In this case there are more winners than losers but when you lose you really lose. I have an ASUS P5N-D from 2008 that is still working flawlessly for my nephew. All of my monitors are made by ASUS and I never had a single flaw with any of them. Luckily I have never had to deal with ASUS support but when I did mention it on their Facebook site they apologized for my issues and gave me a link to contact ASUS Support. I explained that I never had an issue with my ASUS products but that the web and numerous retail sites were loaded with complaints. It's obvious they didn't take heed about their shoddy treatment of ASUS owners and haven't improved in the least little bit.
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notfordman
Omnipotent Enthusiast
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Re: The WORST ever customer service experience with the Asus Warranty / CSR
2016/04/27 09:14:29
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Sounds about par from what I have read about complaints. It's the opposite of what it should be, CS wise. Totally unacceptable to be treated that way, and to have that kind of wait. I wish I had a board that I could send your way, just to avoid the crapfest your experiencing.
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