Post Experiences with ASUS Tech Support and RMA

[heavilydone]

Hey Guys,

My experience with ASUS customer service, support, and RMA has not been up to my expectations for any company, much less one it's size.

My P5AD2-E premium died one morning without warning after 7 months of use, and that was just the beginning..

What have you seen in dealing with ASUS service and support?

 

[Superguy]

Well, I asked them about when they were going to fix the bios in the A8N-SLI Premium because it's somewhat buggy.

They ignored me the first time and closed the ticket and never answered my question.

Submitted another ticket, referred to the first number and told them that their response wasn't acceptable.

Closed again and ignored.

I'm not happy with their customer support.

 

[CP5670]

How long does it take them to replace a board? I have an older A7N8X with a dead onboard NIC that's still under warranty. I don't use it anymore, but I want to put it on ebay and I might as well get it replaced if it doesn't take too long. (nobody likes to buy "almost" working products 😛)

 

[orion23]

Asus support sucks.

When I first bougth my SLI Premium I had tons of issues and needed support pretty bad. They never helped me. It was while searching other forums and user's comments that I was able to get my PC up and running.
I even had a tech guy who hung up the phone on me twice!
If you visit their forums, no technical support is offered there ither. It is users who have to try and help each other out.

Asus support sucks, big time!

 

[lopri]

Horrible. I always wonder how those Tiwanese mobo companies can survive with that kind of customer support. My guess is the 'Local Monopoly'. That is, all the mobo companies' support suck and that's how they can get away with that. No alternative.

 

[NotquiteanooB]

Very ACCEPTABLE ... Both phone and email questions have been answered promptly and accurately. The only RMA I had was a video card and that was replaced in 7 days. That's more than I can say about MSI, which I no longer purchase or recommend.

 

[Shaotai]

I agree with NotquiteanooB.

Support is very acceptable and I had no problems. I had a capacitor either get knocked off or fell off in a friend's mobo.
I either called up or did a RMA online(don't remember which...), sent the board back, and got a brand new one.
It was very easy. That was less than a year ago.
A few years back, I RMA'd a different mobo to Asus and had the same results, pretty straight forward and easy.
mobo always came back 7-14 days or so...

 

[Nocturnal]

The only bad experience I ever had was when I rmad a motherboard and they sent me back a motherboard that was crushed during shipping. It looked as though someone opened the box, took it out of its packaging to inspect it, put it back in the box sans the padding and sent it on its merry way. They sent another one that came in one piece unharmed so that made up for it.

 

[Superguy]

Seems like from the comments here that the support problems are more recent ... perhaps for both Asus and MSI.

I had a good experience with MSI back when the 845G chipset was a good integrated solution for the P4. A board died and MSI replaced it with no problems. Very good communication and tech support. However, that seems to have changed too from what others are saying.

Abit's was bad. I had a motherboard die 6 months after it was released, and they tried to charge me $25 for the replacement. Shipping and handling charges they said and ton confirm it was still under warranty. I told them that was unacceptable ... considering the whole platform had been out for LESS THAN 6 months. There was no way is was NOT under warranty. They finally gave in and said they'd waive the fee if I provided the invoice, which I did.

I haven't had any other motherboards die, so I can't say about them. But maybe it is because they all suck and they have the monopoly that they can get away with it.

 

[WiZZLa]

They put a bad bios on their website for the K8V SE Deluxe a few months back. After I flashed it, my system wouldn't turn on anymore. I called them and they already knew about the bad BIOS, they referred me to send in the chip and pay shipping back when it was their fault. I checked on their support forum and there were a bunch of posts regarding the bad BIOS so it was obvious they knew about it.
As I live in Canada, the only option is to pay them $40US to ship it UPS, while in the US, it's only $5, but luckily I used a US address who forwarded the package to me, but it was still a hassle (US money order, US funds, mail forwarding costs, time, etc.)

 

[jiffylube1024]

I RMA'ed an A7N8X last year and the RMA came pretty quickly. Their phone/tech support isn't anything to write home about either; I usually just submit my RMA and wait; they usually can't help you very well with specific problems IMO.

 

[chocoruacal]

Originally posted by: Superguy
Abit's was bad. I had a motherboard die 6 months after it was released, and they tried to charge me $25 for the replacement. Shipping and handling charges they said and ton confirm it was still under warranty. I told them that was unacceptable ... considering the whole platform had been out for LESS THAN 6 months. There was no way is was NOT under warranty. They finally gave in and said they'd waive the fee if I provided the invoice, which I did.

Huh? Your post borders on fiction. Abit charges $25 to repair/replace boards not under warranty. They don't charge anything to repair/replace boards that ARE under warranty. Seems pretty straightforward to me. Abit's RMA process is awesome, straightfoward and fast. They'll even replace refurbished boards, so long as one is capable or reading their RMA instructions and include a receipt or invoice.

Asus support SUCKS. Period. But then, so does the support from just about every other board maker. Their RMA process is painless though, turnaround time has always been acceptable to me.

Want RMA suckage? E-P-O-X.

 

[hans007]

for rma's asus is fine.

i never really expect to be able to call them and get like technical help. motherboard companies have pretty slim margins as it is, i do not think they are equipped really for anything but rmas.

 

[fmwaz]

I purchased an A8N32-SLI Deluxe Motherboard and an EN6600 Graphics Card a few weeks ago. On Friday of last week, I tried to update my BIOS using the ASUS Update program. The program ran and showed that everything was successful but unfortunately my system would no longer start. I removed the battery and cleared the CMOS but it did not help. This is the 10th system that I have built and this is the first time I had a problem with a BIOS update. On Sunday morning I ordered a new BIOS chip from the website that the Asus Technical Support person had given me. I paid the $20 for the chip and $20 for the overnight shipment. I expected that I would have the BIOS on Tuesday or Wednesday. On Wednesday, I called and was told that it had not shipped and that it would definitely ship that day. I left a message for the BIOS Department on Wednesday to get the tracking number but as of 11:00 AM on Thursday I did not receive a return call. After waiting on hold for about 10 minutes I spoke to someone who went to the BIOS department to get the tracking number. When I checked with FedEX, they told me that the package had not shipped yet and that it was scheduled to ship today. I once again called the BIOS department and again received a voice recording. I left another message with the BIOS department but have not received a call back.

One would hope that buying a premium product would also entitle one to premium service and support. I believe that it is inexcusable that it would take 5 days to get a replacement for a BIOS chip ? assuming that it does arrive tomorrow.

 

[hans007]

i actually just RMAd an asus a8n-e.

the RMA process was pretty easy, i just called them got an RMA number, mailed motherboard out , got new one back in about 10 days.