ASUS Service is TERRIBLE!

[Baasha]

Recently, I started having several lock ups on my system and the problem was the motherboard; ASUS P6T7 WS Supercomputer. I decided to RMA the board and after setting it up over the phone with ASUS service (that made me wait 10 minutes on the phone to get someone live), I had to pay to ship the board to them to their RMA service center in Indiana. After 2 full weeks, they shipped the board back to me saying the "service" they did was to reset the CMOS battery and flashed the BIOS to the latest version!

This was something I had already tried TWICE before shipping the board out to them. And, unsurprisingly, the same problem occurred and the system still locks up. So, I called those nitwits back and blasted them and the "supervisor" I spoke to said he would do an "advanced RMA" for me and ship a replacement board out to me. I got their forms that you have to fill out for an advanced RMA and it says on there that it takes 24-48 hours to process it.

It's been more than 48 hours and the board has still not been shipped to me! I called them and the rep tells me they had a "problem with the system" and so they cannot get any info on whether the board has been shipped out or not. He says, "You can try back tomorrow or Monday to see if the board has shipped out!" ***?!

This is the WORST service and for paying $450 for the motherboard brand new, I expect better from any vendor.

This is totally unacceptable and I wish some ASUS rep will have the decency to step up and help a very frustrated customer about this.

/rant

 

[TakeNoPrisoners]

I'm willing to bet the system is actually down and the board is shipped out.

 

[LoveMachine]

I talked to Asus yesterday regarding an advanced RMA on my P8Z77-V and had a wonderful experience. The rep I talked to was very polite and had me set up within five minutes, almost no holding. He did say their system was acting up, so your rep likely was NOT just blowing smoke up anything. I'm not saying you don't have a reason to be frustrated with your current situation, especially the first round of RMA. But sometimes shizz happens (regarding the second round). The purpose of my post isn't to discount the OP's experience, just to balance out some of the negative with a bit of positive.

 

[MagnusTheBrewer]

I think your expectations and frustration are unwarranted.

 

[BrightCandle]

I haven't had much luck with technical support either, but then it turned out to be AMD's fault anyway so I never pursued it. These delays while annoying aren't so terrible, I have seen much worse. They seem to at least be trying to fix your problem (unlike AMD and my GPU driver problems).

 

[Nintendesert]

ASUS has been really good on RMA to me, I had to send back a monitor due to dead pixels spreading across the screen. I went online and put in an RMA request and they took it back and had it fixed and back out to me quick and without questions or hassles.

 

[Ferzerp]

Had an Asus motherboard, and a Corsair PSU die at the same time (the connector was scorched, along with the socket. A few pictures later, and a new one was on the way from both companies (neither pointed their finger at the other, though one of the two had to have been at fault).

Can't say that either company gave a bad RMA experience to me.

 

[T_Yamamoto]

seems like a fluke

 

[Baasha]

Well, I just called them (Sunday Morning), and the rep who answered now says their "system is undergoing maintenance" and I should call back in 2 hours to find out. :thumbsdown:

That is NOT good service.

I sent in my Advanced-RMA forms on Wednesday afternoon; the mobo should have been shipped out BEFORE Friday afternoon. Still no email that it's been shipped out. Still no answer from ASUS reps.

ASUS service is TERRIBLE.

 

[ghost recon88]

You are not the only one who has been having terrible Asus RMA experiences.

http://www.overclockers.com/forums/showthread.php?t=702625

http://www.overclockers.com/forums/showthread.php?t=709113

These days MSI and Gigabyte are getting my money as they are the only ones left with good RMA service that doesn't require the original invoice, where the warranty goes by the serial on the board and not the original owner.

 

[Rvenger]

I have been hearing terrible things about ASUS RMA service as well. Especially when it comes to support on Z68 and Ivybridge. If your new Z68 board has a Bios that is incompatible with Ivybridge, they are charging for service.

 

[SilthDraeth]

I had/have an Asus motherboard. My PSU went bad, took out the motherboard, the graphics card, and itself obviously right neat my 3 year warranty end.

Asus replaced the board twice, at that time, I didn't think it was the PSU because I was using an alternate PSU and original board died. When I got replacement board, both PSUs worked fine on the new motherboard, but then the new motherboard started going bad too.

After all that, I didn't blame asus, and just bought a replacement board. I had to get a non Asus though since my system is running DDR2, and Phenom 2 x4. So I had to go with another brand as it was only one still available that wasn't expensive.

Anyways, Asus handled it fine. Powmax, or whatever, replaced the PSU, but ultimately I decided to just get a better branded PSU. And Visiontek replaced my vid card and updated it to a 5770 from a 4870.

Back when I was running my Asus laptop, I had good rma with them too when the vid card fan was rattling. They replaced the vid card and the dvd drive as they noticed it had a prob when doing a full diag.

Only caveat on the laptop was the techs forgot to put all the screws back in bottom plate, I called them and they 1 day priority mailed me new screws.

All in all happy with them. But as another poster said, that doesn't mean you always get good service.

 

[MagnusTheBrewer]

Well, I just called them (Sunday Morning), and the rep who answered now says their "system is undergoing maintenance" and I should call back in 2 hours to find out. :thumbsdown:

That is NOT good service.

I sent in my Advanced-RMA forms on Wednesday afternoon; the mobo should have been shipped out BEFORE Friday afternoon. Still no email that it's been shipped out. Still no answer from ASUS reps.

ASUS service is TERRIBLE.

First, you are wanting B & M service from an online retailer. Second, MB manufacturers are notoriously bad at customer service second only to airlines. Third, unless the MB which may or may not have already shipped is costing you money from loss of work, your rant is a tad exaggerated.

I understand you're upset, just don't expect an ASUS customer rep to beat a path to your door asking for forgiveness and offering freebies. No, you didn't ask for any, that's just me being cynical.

 

[cmdrdredd]

I had a P5B Deluxe go bad from a bad bios flash (back when you had to use DOS utilities to do it). I emailed them. Within 48 hours I had a response offering an RMA. They gave me an RMA number and all that. Shipped my board to them, just the bare motherboard in the box. In about 10 days I received a brand new board sealed in the box with all the accessories.

The only other time I had to replace a motherboard was from EVGA for a 680i and the process was similar. You have to realize that Asus handles tons of calls and emails for tech support. They sell GPUs, motherboards, laptops, tablets, monitors, routers...They literally have to handle thousands of requests a day. So I don't expect them to drop everything and respond to me immediately as if I'm their only customer.

 

[Rifter]

Yeah to many horror stories from Asus lately. Honestly the first rma was a 100% joke. The board already had the latest bios on it(you said you flashed un twice) and all they do is clear cmos flash same bios again and send it back. That is such bad support its worse than a bad joke. Then to get the run around like you are is also a joke, they know if they shipped it, even if their system is down there would still be a record of a shipment going to your address either in hardcopy or electronically in there shipping companies computer(which would be separate from there own system they are telling you is down) , they could tell you if it shipped if they really wanted to, so obviously it has not shipped. Just really bad service all around. I know Asus is popular around here guys but there is no need to support them when the give horrible service. This guy spent more on a mobo than most do on a whole pc. He deserves better service than this.

 

[MagnusTheBrewer]

Yeah to many horror stories from Asus lately. Honestly the first rma was a 100% joke. The board already had the latest bios on it(you said you flashed un twice) and all they do is clear cmos flash same bios again and send it back. That is such bad support its worse than a bad joke. Then to get the run around like you are is also a joke, they know if they shipped it, even if their system is down there would still be a record of a shipment going to your address either in hardcopy or electronically in there shipping companies computer(which would be separate from there own system they are telling you is down) , they could tell you if it shipped if they really wanted to, so obviously it has not shipped. Just really bad service all around. I know Asus is popular around here guys but there is no need to support them when the give horrible service. This guy spent more on a mobo than most do on a whole pc. He deserves better service than this.

I don't believe you've had experience with the level of fragmentation between departments in large manufacturing facilities. Yes, there is 'someone' who knows whether or not his MB has shipped. It is not a matter of logging on to another computer system, picking up a phone and calling another department or, digging through shipping invoices though. But, for the sake of argument, say it was. Now, how long does tracking this information down take? I can assure you it is longer than a few minutes. So, what do you say to all the other customers freaking out about the lack of response while you track down his information?

I agree the customer service could be better and, I'm sure the few customer service reps at ASUS who actually give a damn would agree. It's just not going to get better anytime soon and you can expect the same from every other MB manufacturer.

As anecdotal evidence, when I worked for Motorola, whenever the engineers wanted to make a change in manufacturing we had to meet them at the door of the plant because, they had no idea where on the floor a particular step in the process took place.

 

[techie81]

Was reading about a guy who actually worked at the RMA warehouse/service center and he basically said it was a crap shoot to get a working board back to you. That and the hundreds of people who have posted in a similar thread on [H] have convinced me to not buy Asus until they get their shit together.

 

[MagnusTheBrewer]

Was reading about a guy who actually worked at the RMA warehouse/service center and he basically said it was a crap shoot to get a working board back to you. That and the hundreds of people who have posted in a similar thread on [H] have convinced me to not buy Asus until they get their shit together.

The thing is, they have good tech and their customer service or, lack thereof is the same as all the other MB manufacturers. I switched to ASUS after Abit went down in quality (long before their financial problems) and have liked their solutions better than anyone else. Bottom line is very few people buy tech based on customer service.

 

[techie81]

I think if I was buying a more expensive board I would care more about customer service than if I bought a cheap board. I mean you would be cool if your new shiny, 6 month board died and Asus gave you the run around? I don't think so. I buy with customer service as a huge factor.

 

[Baasha]

Those of whom can sympathize with this situation know exactly what I'm talking about.

Perhaps some of you didn't read the OP.

I had ALREADY sent in my mobo as part of a 'regular' RMA at the end of MAY, 2012! They sent the board back to me more than 2 weeks later saying they just reset the CMOS and reflashed the BIOS; something I didn't need to send to Indiana and wait 18 days for! When the problem resurfaced almost immediately, it was clearly evident that the "techs" at ASUS neither diagnosed the issue with the board nor tested the board thoroughly. They sent the same board back to me after that CMOS reset and BIOS reflash.

That's when I called back and spoke to the supervisor who set up an Advanced RMA. I got the forms, sent them back after filling them out a couple of hours later. Now, five days later, I still have no answer as to whether they've shipped the new board out to me or not. I just called AGAIN and the rep still says their system is undergoing maintenance and I would now have to call back on Monday morning to find out!

ASUS will never get a penny from me again. This kind of lackadaisical approach to customer service is totally unacceptable and incredibly frustrating.

I, as of today, have been without my computer for more than ONE MONTH! This is entirely the fault of ASUS terrible service and extremely poor customer support.

I will also be filling a complaint with the BBB and want to warn others on the forums about this before anyone else has to go through this nightmare.

Going from my Uber Rig to a Macbook Air for daily use is like having to drive a non-M BMW after driving a Bugatti Veyron.

 

[xylem]

Hey Baasha, I fully commiserate with you. I have been having a similar, but surprisingly even worse, experience with them over the last two months or so. I'm going to put details in a new thread, as I think people deserve to be warned about them. I am planning to file a BBB complaint, and possibly a state AG complaint about them, which is something I've never done before.. might want to consider doing the same so that this company that has apparently gotten too big and successful to hold itself accountable to reasonable warranty service standards will be held accountable by outside organizations.

 

[BababooeyHTJ]

I always get a kick out of this Asus tech support evaluation. The sad part is that this is 100% true.

 

[Magic Carpet]

This is the WORST service and for paying $450 for the motherboard brand new, I expect better from any vendor.

You hit the nail on the head. Unfortunately, this is exactly, how it is. This is one of the reasons I don't recommend my clients to spend too much on the boards. You literally, get no after-sales service. Chit-chatting and BIOS requests, do not count.

 

[SilthDraeth]

Those of whom can sympathize with this situation know exactly what I'm talking about.

Perhaps some of you didn't read the OP.

I had ALREADY sent in my mobo as part of a 'regular' RMA at the end of MAY, 2012! They sent the board back to me more than 2 weeks later saying they just reset the CMOS and reflashed the BIOS; something I didn't need to send to Indiana and wait 18 days for! When the problem resurfaced almost immediately, it was clearly evident that the "techs" at ASUS neither diagnosed the issue with the board nor tested the board thoroughly. They sent the same board back to me after that CMOS reset and BIOS reflash.

That's when I called back and spoke to the supervisor who set up an Advanced RMA. I got the forms, sent them back after filling them out a couple of hours later. Now, five days later, I still have no answer as to whether they've shipped the new board out to me or not. I just called AGAIN and the rep still says their system is undergoing maintenance and I would now have to call back on Monday morning to find out!

ASUS will never get a penny from me again. This kind of lackadaisical approach to customer service is totally unacceptable and incredibly frustrating.

I, as of today, have been without my computer for more than ONE MONTH! This is entirely the fault of ASUS terrible service and extremely poor customer support.

I will also be filling a complaint with the BBB and want to warn others on the forums about this before anyone else has to go through this nightmare.

Going from my Uber Rig to a Macbook Air for daily use is like having to drive a non-M BMW after driving a Bugatti Veyron.

I am not saying your points aren't valid. Was just offering my experience. In my motherboard case, I got a replacement, it didn't work, they sent me another without me having to send the first back until the 2nd one arrived. I still have that 2nd one even though I replaced it with another brand.

Point is, in my case I think they did all they could. It sounds like you and 100 others have gotten bad reps, or experiences.

But try to think of it in the grand scheme of things. Asus sells literally millions of motherboards. Their site claims 420 million since 1989. If we just divide that simply by 23 years, that is around 18 million a year. I am sure it isn't equal, but the point being, that out of 18 million motherboards, a 100 or so people have a bad experience with the RMA department. And that isn't counting laptops (while maybe that figure is), routers, screens etc.

You are perfectly fine though to choose not to do business with them again. As are anyone else for any reason what so ever. If I had gotten treated poorly the times I had to use them, I might not ever deal with them again either.

Good luck with your system. And double check that the motherboard is actually the problem and not an SSD or something else, as I found out, it was my PSU that tested fine even went to a computer tech not (staples) that has a psu tester and the tester read the psu fine, and it turned out that PSU was fine most the time then would freak out and burn shit out now and then.

 

[Nebor]

I think your expectations and frustration are unwarranted.

Absolutely this. "It's been more than 48 hours now!" Holy smokes man, go outside.