Asus RMA without cooler

[wand3r3r]

I know the answer (most likely) but just want to ask in the random chance anyone has done this (or been rejected).

An asus card which I don't have the stock cooler for could need an RMA, presumably this card is SOL?

Update 1.!
I was able to claim an RMA without the cooler! I'll update this when it goes through.

That is one heck of a way for them to stand out from the pack, I'm amazed!
(Still need to cross my fingers that what the guy told me will go through)

Update 2.
Talk about fail.

1. Online chat

AsusRep-Name-Removed Wed, 12/12/2012 2:27:21 pm
Hello MyName-Removed. How may I help you?
MyName-Removed Wed, 12/12/2012 2:27:29 pm
Hi,
I have a HD 7950 DCII Version 1 card, but I no longer have the stock cooler. Lately it has been showing artifacts on the screen and appears to be failing. Is there anyway I can do an RMA?
AsusRep-Name-Removed Wed, 12/12/2012 2:29:02 pm
… A few questions
AsusRep-Name-Removed Wed, 12/12/2012 2:32:30 pm
ok you have a warranty im going to send you a link to create a RMA
MyName-Removed Wed, 12/12/2012 2:32:49 pm
But does it matter if I can't return it with the stock cooler?
AsusRep-Name-Removed Wed, 12/12/2012 2:32:52 pm
http://www.service.asus.com/demoui#!consumer/csn9 for RMA’s
no
…

Step 2.
So then just to be 100% sure I called them.

Same answer, no problem you don't need the cooler, send it in.

Step 3.

Use the online support thing.

[Problem Description]
Hi,
I have an RMA setup (NAxxxx) for my 7950 which is showing artifacts at random.
Before setting up the RMA I asked a service rep if it would be possible as I don't have
the stock cooler anymore, to which he said it is. Now when I read the RMA paper that
came, I would just like to confirm this.

Can you please confirm that is ok?

Thank you!

Response.

Dear Customer,

Confirming this is OK.

Best Regards,
H.T.
ASUS Support Department

Finally, I take the time to ship it in. Everythings in order, I triple checked the fan thing because why bother going through the hassle if you can't RMA it anyway.

What do you know, I send it in and call in to request an update. No word.

Then I get an email.

Dear Mr. / Ms. xxx,

Your RMA has been received; however there is a delay in processing as your unit was received with (missing fan), which is not covered under the ASUS manufacturer warranty. Due to the severity of the physical damage your unit is not repairable and needs to be replaced. For your reference, please review the attached pictures. For more information in regards to types of damage not covered under ASUS manufacturer warranty, please visit http://service.asus.com , http://support.asus.com , and/or refer to your User Manual. If you would like to continue with the RMA process for your ASUS product, please return the completed and signed credit card form by one of the following methods:

Fax: xxxx (Attn: Mxxxx)

Email: Mxxxx@asus.com (PDF/JPG formats accepted only)

Payment will need to be received no later than (1/8/13) to prevent your RMA from being returned unrepaired on (1/9/13). The repair process will take approximately 5-10 business days for repairs to be completed once payment has been approved.

Cost of Replacement(all amounts are USD) – Please print out form and physically sing form before submitting:

Parts - $311.50

So I inform her I've been told 3 times it's ok.

Hello,

That is Correct you can RMA. However it isnt covered under our warranty due to missing parts. If youd like to move forward with replacing your unit i can offer you a discount price of $240.00 if you'd like to move forward. Please let me know how you would like to proceed. Thank you!

WTF


Now I'm pretty pissed off. So I decide I'm going to call them.

They put me on hold to get the manager, I was heading out of town the next day so I had to get this done, it was already like 7 pm. I sat on hold for 3 f&*(^&*^ing hours! After 3 hours I finally realized I should call in on another line, so I do. Instantly the 'manager' pops on my first line all full of apologies. He promises to take care of the situtation the next day when his director gets in.

A few days go by, I ask them what the &^*^ is going on.

I am currently waiting on the live support chat to be reviewed from the QA team. Once they can verify the representative informed you to send the card in without the fan, they should be able to repair or swap your VGA card.

Thanks,
Jxxx

So I send him a copy of the online support request shown above, he says yeah that should help.

A day or two later I get a notification that they shipped my original card back. The 'manager' emails me that they can process my RMA when I put the cooler on and send it back to them.

Thanks Assus!!!

I sat on hold for 3 f&*(^&*^ing hours! I'm still just fried about this, particularly when the 'manager' promises to expedite the RMA and take care of it.

/rant

If they would have denied my initial question I would not have pursued this, however they made me jump through the hoops until finally they just flat out flip flopped and screwed me out of both a LOT of time, and the RMA.

 

[Binky]

Call them. It's not like revealing the lack of a cooler over the phone is worse than the card showing up in a box without a cooler.

I think you're SOL but I would still call and ask nicely.

 

[Fallen Kell]

I would say yes, it is SOL. Always keep things that you remove from stock. You never know when you will need them again.

 

[thilanliyan]

Yep, if you're going to change the cooler, try very hard to keep the stock one in case.

 

[hokies83]

One way around it is buying a 2nd of that card and put the stock cooler back on it...

And cool that one the way u were cooling the other... This way u will always have one cooler to use to rma both cards.

 

[wand3r3r]

One way around it is buying a 2nd of that card and put the stock cooler back on it...

And cool that one the way u were cooling the other... This way u will always have one cooler to use to rma both cards.

That's actually an excellent idea, especially for high end cards.

 

[Fallengod]

They almost always require the stock cooler for RMA. Some people dont realize this and throw it away, very bad idea.

You could search around for the stock cooler to buy off someone but, good luck with that.

Same goes for CPU's as well. They require the stock heatsink for RMA or you just voided your warranty.

 

[Schmide]

One way around it is buying a 2nd of that card and put the stock cooler back on it...

And cool that one the way u were cooling the other... This way u will always have one cooler to use to rma both cards.

That's fraud and we don't condone fraud here.

 

[hokies83]

That's fraud and we don't condone fraud here.

I do not see it as fraud... You lost the stock cooler get another one to replace it.. that is all Asus will care about.

 

[SpeedTester]

Does Asus have an advanced RMA program? Perhaps you can get the advanced replacement and put the cooler on the card being sent back. I don't see any harm in doing that but some others may think otherwise.

 

[wand3r3r]

Some manufacturers allow replacing the cooler as long as you put the cooler back on for RMAs (possibly inquire in advance too).

 

[tweakboy]

I know the answer (most likely) but just want to ask in the random chance anyone has done this (or been rejected).

An asus card which I don't have the stock cooler for could need an RMA, presumably this card is SOL?

They are going to get picky. You must return it in the form you recieved it.

Your saying the HSF is off the card ? Heck no they will not warranty you.

 

[SpeedTester]

They are going to get picky. You must return it in the form you recieved it.

Your saying the HSF is off the card ? Heck no they will not warranty you.

I know EVGA allows this, as long as the card is RMA'd in its original state, not sure
about Asus though.
I just replaced the stock paste on my 670ftw and it brought my temps back down
to the 50's that were tappering into the 70's. I like being able to do things like this without
disrupting my warranty.

 

[wand3r3r]

They are going to get picky. You must return it in the form you recieved it.

Your saying the HSF is off the card ? Heck no they will not warranty you.

I'm saying that the stock cooler is no longer around. (obviously it can't be ran without a cooler but I'm 100% sure they wouldn't take it with a custom cooler)

 

[SpeedTester]

I'm saying that the stock cooler is no longer around. (obviously it can't be ran without a cooler but I'm 100% sure they wouldn't take it with a custom cooler)

Yea they would laugh if it was returned with a nonstock cooler for sure.

 

[Schmide]

I do not see it as fraud... You lost the stock cooler get another one to replace it.. that is all Asus will care about.

They sold the card and cooling system as a package!!! Although they may work together they are not part of the same purchase and then by definition void the warranty!!!!!!!!

It's fraud and we don't speak of it here. PM a mod.

 

[hokies83]

It is not Fraud if you are " Buying another one of there cards" replaceing the cooler to stock config which it states in the RMA terms of service.. it is perfectly fine they do not care where they cooler came from as long as it is one that came off that Gpu.

Now if the gpu was damaged due to removing it or from tim that is a diff story...

 

[Schmide]

It is not Fraud if you are " Buying another one of there cards" replaceing the cooler to stock config which it states in the RMA terms of service.. it is perfectly fine they do not care where they cooler came from as long as it is one that came off that Gpu.

Now if the gpu was damaged due to removing it or from tim that is a diff story...

YOU DO NOT KNOW IF THEY ARE COMPATIBLE. Just stop. It's fraud. You are gaming the system period.

The cards are designed to run under tested conditions with the specifically installed HSF and TIM. Yes some high end cards are specifically allowed to run with aftermarket coolers, but you pay a premium for that. Most cards warranties are voided by using after market HSF. What you are proposing is just hiding this fact.

 

[hokies83]

YOU DO NOT KNOW IF THEY ARE COMPATIBLE. Just stop. It's fraud. You are gaming the system period.

The cards are designed to run under tested conditions with the specifically installed HSF and TIM. Yes some high end cards are specifically allowed to run with aftermarket coolers, but you pay a premium for that. Most cards warranties are voided by using after market HSF. What you are proposing is just hiding this fact.

Being a Hardware Rep from Galaxy and knowing how the RMA dept works..

I can tell you we do not care what kind of cooler was put on the card if it is a fraying pan with holes cut to it with a leaf blower for a fan...

The onlything we care about is if the card was damaged by removing the Heat sink pcb damage etc or by a bad tim app causing it to over heat etc.

I myself remove heatsinks all the time and fool around with them then i share the results with the Galaxy Product manager ... so there you go.. as long as the card fails on it's own and not by you we will cover it plan and simple..

 

[Schmide]

Being a Hardware Rep from Galaxy and knowing how the RMA dept works..

I can tell you we do not care what kind of cooler was put on the card if it is a fraying pan with holes cut to it with a leaf blower for a fan...

The onlything we care about is if the card was damaged by removing the Heat sink pcb damage etc or by a bad tim app causing it to over heat etc.

I myself remove heatsinks all the time and fool around with them then i share the results with the Galaxy Product manager ... so there you go.. as long as the card fails on it's own and not by you we will cover it plan and simple..

BULLSHIT

http://www.galaxytechus.com/usa/supportRMA.aspx

A) Products received by Galaxy must perform in original specification / condition and must be completed with all original components to be covered by the protection.

2. The original fan has been removed or modified.

 

[hokies83]

BULLSHIT

http://www.galaxytechus.com/usa/supportRMA.aspx

That is to keep people that do not know what there doing from messing with them Galaxy has never turned down an RMA from the Fan being removed.

If you want proof i will give you the product managers Email address and you can ask him.

 

[Schmide]

That is to keep people that do not know what there doing from messing with them Galaxy has never turned down an RMA from the Fan being removed.

If you want proof i will give you the product managers Email address and you can ask him.

You're talking about replacing the fan, if you read further they talk about TIM and other stuff.

So you work for Galaxy and their RMA rules are not official???

 

[hokies83]

You're talking about replacing the fan, if you read further they talk about TIM and other stuff.

So you work for Galaxy and their RMA rules are not official???

That is to keep novices from messing and damaging there hardware.

If everything is done right but the card fails due to a fault in the card as long as you return it to stock config for rma and the damage was not caused by you.. Then Galaxy will Honor the RMA.

Again if you want to talk to the guy in charge of Galaxy Tech North America ill give you his email address and you can confirm.

 

[wand3r3r]

BULLSHIT

http://www.galaxytechus.com/usa/supportRMA.aspx

:S

That is to keep novices from messing and damaging there hardware.

If everything is done right but the card fails due to a fault in the card as long as you return it to stock config for rma and the damage was not caused by you.. Then Galaxy will Honor the RMA.

Again if you want to talk to the guy in charge of Galaxy Tech North America ill give you his email address and you can confirm.

Good info, thanks for the letting me know.

 

[ocre]

BULLSHIT

http://www.galaxytechus.com/usa/supportRMA.aspx

well you got to put the old HS+fan back on it. That sounds about right dont you think? They arent gonna take it back if you are leaving out parts of the original GPU. The original cooler should be back on it and everything back to stock. No modified Bios either, you need the original one installed on it. This all makes sense because they will test your card and see what is up.

I bet well over 50% of RMA's come back perfectly working cards for whatever reason,