It takes more than a year and a half to hear back from them. Back on 2-20-2012 (like the date?), I filed a RMA on a Graphic Card ENGT240 Series. After not hearing from them or getting any e-mails after filling out the form I checked my spam bin found it empty and called them. After being on hold a few hours I wrote an e-mail and left it at that for a week or so. I call again and wait on hold for a few hours and then e-mail them after no response to the last e-mail. This goes on off and on for a few months. After six months or so I just stopped trying as I had already replaced the card with something different in the clients system.
Come to this spring sometime I stumbled across the card in a junk box as I was in the process of sending a ton of computer junk (maybe not a ton but several hundred pounds) to the recycle collection on campus. I work at a big university. Anyways today I get an e-mail from ASUS asking about the card........
OK after more than a year and a half? Now I and the guy in the office next to me thought that this was funny as hell. ASUS it isn't that they don't care to respond you just have to wait for more than a year and a half to get your RMA number. Of course I was also feeling a little insulted as the card if I recall correctly only had a one year warranty and it had failed with in that time but they made certain to not get back to me till the warranty had long expired and that I had already chucked it. Now I can understand if there is some disastrous product that has a HUGE RMA ratio that it might take 30 days maybe even 60 days before you get any kind of response. But more than a year and a half is really unacceptable. Granted they at least did get back to me vs never responding ever.
I had to call the number provided in the e-mail and wow I only had to wait just over three minutes to talk to someone. I talked to the friendly tech Joshua about what had happened and he was very courteous and provided an email for me to forward what I had got to him. He then got a supervisor who talked to me about it. I communicated to him that it was nice in one respect to finally get a response from ASUS but that it was such a long time coming that I had simply chucked the card. Granted it wasn't a $1000 card like a Titan but then it wasn't a $20 bin buddy either. He said that because I didn't have a card to send in that there wasn't anything they could do but that they would send the issue on to HQ.
So with that in mind I'm hopeful that they might respond with something more than a 'We are sorry but you are out of luck." I'll not however wait more than a week to update this.
Come to this spring sometime I stumbled across the card in a junk box as I was in the process of sending a ton of computer junk (maybe not a ton but several hundred pounds) to the recycle collection on campus. I work at a big university. Anyways today I get an e-mail from ASUS asking about the card........
OK after more than a year and a half? Now I and the guy in the office next to me thought that this was funny as hell. ASUS it isn't that they don't care to respond you just have to wait for more than a year and a half to get your RMA number. Of course I was also feeling a little insulted as the card if I recall correctly only had a one year warranty and it had failed with in that time but they made certain to not get back to me till the warranty had long expired and that I had already chucked it. Now I can understand if there is some disastrous product that has a HUGE RMA ratio that it might take 30 days maybe even 60 days before you get any kind of response. But more than a year and a half is really unacceptable. Granted they at least did get back to me vs never responding ever.
I had to call the number provided in the e-mail and wow I only had to wait just over three minutes to talk to someone. I talked to the friendly tech Joshua about what had happened and he was very courteous and provided an email for me to forward what I had got to him. He then got a supervisor who talked to me about it. I communicated to him that it was nice in one respect to finally get a response from ASUS but that it was such a long time coming that I had simply chucked the card. Granted it wasn't a $1000 card like a Titan but then it wasn't a $20 bin buddy either. He said that because I didn't have a card to send in that there wasn't anything they could do but that they would send the issue on to HQ.
So with that in mind I'm hopeful that they might respond with something more than a 'We are sorry but you are out of luck." I'll not however wait more than a week to update this.
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