:Update: Bad things confirmed. ASUS GPU RMA started, heard bad things.

[motsm]

Update 10-17: I was hoping to update the thread today (I'm sure you are all so excited) with this finally being resolved, but I guess I was just being optimistic. To keep things brief, after all the mess so far, I finally got them to agree with sending me a brand new replacement card. It's taken nearly a month from the last update here, and all they managed to do was send me another refurbished card from their Indiana facility. The card arrived in the same generic white box, the barcode was again replaced, and a series of scratches on the backplate were pitifully "covered" with a black marker. Needless to say, I'm livid.

Update 09-22: Finally got the advanced RMA, didn't even bother to put it in my PC.

Update 09-17: After I got the advanced RMA set up (post #23), I waited a week and the status showed they were repairing a card for me. After that I waited another couple of weeks and checked the status, it gave me no results. Long story short, they completely lost all records of my RMA existing, so I had to get a new RMA number and even more time has passed without a GPU. Of course the card they were repairing must have ended up with someone else, as my new RMA's status is sitting on repair.

Update 07-14:My RMA arrived this morning, a refurbished GTX 670 that appeared to be in good condition. Booted fine, so I installed Heaven for a quick test and it crashed the display driver on loading the DX11 preset. The OpenGL and DX9 tests run, but with black and colored squares shifting all over the screen. Downloaded 3DMark and got a black screen with sound in the first bench, another was full of artifacts. A strange white triangle also just popped up to the right of this post box...

So it's obvious this card is junk and more evidence of ASUS' terrible RMA service. I'll try and get a new card out of them this time, but since I don't imagine they have any new 670's anymore, they would have to upgrade me, which could be hard to get them to agree to. Anyway, the text is starting to corrupt as I type this (not joking), so I'm switching back to integrated.

OP: My Asus GTX670 died last night and I started the RMA process today, but I'm a bit worried now after reading how bad ASUS RMA can be. I am curious though if anyone has used their RMA recently? Perhaps they have improved in the last couple years, or should I just expect to wait an unreasonable amount of time?

 

[3DVagabond]

Results seem to vary on a case by case basis. I've heard good and bad.

I've been involved in the retail industry most of my life. There's an old saying, "Buyers are liars." Don't be put off too much by others claimed experiences. Once or twice a year we get someone with a horror story. It doesn't mean it's typical or that we are getting the straight story.

 

[Hitman928]

Results seem to vary on a case by case basis. I've heard good and bad.

I've been involved in the retail industry most of my life. There's an old saying, "Buyers are liars." Don't be put off too much by others claimed experiences. Once or twice a year we get someone with a horror story. It doesn't mean it's typical or that we are getting the straight story.

+1

I've had many experiences where I've been researching a product and run across lots of people on the internet complaining about horrible customer service, nothing but bad, etc. At times I've rolled the dice and never been burned yet. Maybe I just have really good luck, but having spent some time in tech retail in college, I can assure you there are lots of "issues" people have that are purely their own creation. I'm not saying people don't have bad experiences or that your experience will be great, but just treat online complaints like a company's marketing, take it with a grain of salt.

Usually unless I actually have someone I trust that gave me the feedback or I can find a pattern in the reporting by people who can clearly articulate the issue and have given the company a chance to solve the problem, then I ignore it and go with what I think is the product that's best for me.

 

[sao123]

too buy product many people RMA things simply because of buyers remorse, or because they buy things without fully researching them and find out the product has a limitation... not a design flaw, but simply the product doesnt behave the way they expect.

seen too many RMA's because something wouldnt overclock to an expected value...

they dont understand RMA is only for broken stuff.

 

[motsm]

I certainly agree with what you guys have said, in general only the bad stuff gets posted to the internet, and it certainly isn't always the normal experience (or the entire story). Just seems ASUS has gained a bit of reputation of sitting on RMA's for weeks longer than others.

Of course I guess I have nothing to do but find out for myself. At least these days I have an integrated GPU to fall back on.

 

[BrightCandle]

Asus is a big company, its going to get some of its RMAs wrong. By being bigger there will be a large absolute number of RMAs that go wrong and we will thus hear more bad things about Asus. The fact you heard nothing about bad RMAs to MSI doesn't mean that they aren't on average worse, its that they ship less cards and hence the absolute number of bad RMAs is lower.

We have zero visibility into the percentage of RMAs that don't go well, or the percentage of faulty cards. Thus any "appearance" we have of one company being worse than the other is only anecdotal and based on bad science and bad data.

 

[Braxos]

Last august I bought a pb278q 21 days later had a dead pixel. The store did said go rma it your self. As I did the RMA was fast and perfect, if I wasn't getting a refurbished product, I wouldn't mind if the original monitor was 3-4 months old but under 1 month I would expect a replacement with a new one. The "new" monitor made a clack sound, from PSU I think at power up and when it was on every 30-45 min. So I made a new RMA next monitor had similar issue only this one made the sound when you turned it off after 30+- min for the next couple of hours, dunno if it was PSU or frame do to heat, I didn't even cared at that time, so on the third RMA as they knew it i was going to get a refund because I was pissed with the whole shit, the replacement had on top right corner 6-8 bright pixel and 2-3 dead on the bottom left corner 3-5 stuck pixel and 2 dead the stand had 2 lines where the finish was off and on the back of the monitor I guess the screwdriver from someone didn't find its right place.
Up to you how you interpret this.

 

[Headfoot]

My Asus GTX670 died last night and I started the RMA process today, but I'm a bit worried now after reading how bad ASUS RMA can be. I am curious though if anyone has used their RMA recently? Perhaps they have improved in the last couple years, or should I just expect to wait an unreasonable amount of time?

It's god awful. Asus is hands down the worst company I've ever dealt with for RMA. They have denied every single RMA except one, where they didn't fix the problem, then claimed to have fixed the problem. Every item was broken, and in RMA period. Nothing was RMA'd "because it didn't overclock fast enough"


3 motherboards, 1 laptop, 1 netbook. Not a single successful RMA out of all of those. Asus is terrible. Have not suggested buying nor bought an Asus product since

 

[motsm]

Figured I might as well update this, if I end up with a positive experience there will at least be one on the internet.

They received the card on June 27th and the status now shows the RMA is complete as of July 8th. The info on page shows the serial number of the card they are sending me, and it's tracking number. Unfortunately, they gave me the tracking number from when I sent them my broken card. To be honest, I don't even know how a mix up like that happens, they would have had to read it off the USPS box I sent them and put it in their system. Either way, guess I'll see how it works out in the next few days.

 

[RadiclDreamer]

Ive had bad experiences with nearly every vendor with regards to RMA.

Everything from getting sent refurb yet still broken replacements to DOA parts to getting refurb as well (should replaced with new when its DOA or within a few weeks) motherboards with smokers dust caked on them, boards with expansion/memory slots not working. Its really sad how bad their RMA and quality departments are. Some are worse than others but IMO they are universally bad

 

[motsm]

It's god awful. Asus is hands down the worst company I've ever dealt with for RMA. They have denied every single RMA except one, where they didn't fix the problem, then claimed to have fixed the problem. Every item was broken, and in RMA period. Nothing was RMA'd "because it didn't overclock fast enough"


3 motherboards, 1 laptop, 1 netbook. Not a single successful RMA out of all of those. Asus is terrible. Have not suggested buying nor bought an Asus product since

Updated OP with more of the same, unfortunately.

 

[wand3r3r]

It's horrible, now you too know why assus gpu rmas have negative connotations.

Was it the Indiana(iirc where I got screwed too) rma facility?

 

[motsm]

It's horrible, now you too know why assus gpu rmas have negative connotations.

Was it the Indiana(iirc where I got screwed too) rma facility?

It is indeed and I've seen it mentioned in a number of other posts like these around the web. Sounds like that place is single handedly ruining ASUS' reputation.

 

[Hitman928]

I'm sorry that you've had a bad experience. Definitely let them know and hopefully they get it right for you.

In general, I'll say this, one good way to get good service is to find an internet forum where there are reps for the given company you need an RMA service from. If you post your experiences on that forum, you're more likely to get better service as the rep doesn't want an unresolved issue sitting there for everyone to see. As long as you're reasonable and articulate, I've seen a lot of people have good experiences this way they probably would not have had otherwise.

 

[motsm]

I'm sorry that you've had a bad experience. Definitely let them know and hopefully they get it right for you.

In general, I'll say this, one good way to get good service is to find an internet forum where there are reps for the given company you need an RMA service from. If you post your experiences on that forum, you're more likely to get better service as the rep doesn't want an unresolved issue sitting there for everyone to see. As long as you're reasonable and articulate, I've seen a lot of people have good experiences this way they probably would not have had otherwise.

I am actually composing an email to cl-jolene@asus.com right now, as I've seen the address in multiple threads like this and is said to get results. To be honest, if ASUS didn't have such a rotten reputation I would likely just count my experience as a fluke and not hold a grudge. It's quite obvious from everything I've read however that this is a trend that has been going on for years, so unless my email makes miracles happen, no more ASUS for me; though probably no more ASUS regardless.

As a side note, it really appears to be the Indiana facility causing all the problems. Their RMA's in other regions seem to be more in line with everyone else, complaints here and there, but always replies from people with good experiences. All the threads like this for the US RMA's just sees everyone piling on saying how bad it is.

 

[BrightCandle]

Just take them to court. Its about time they answered for it. They are required by law to give you a working replacement, they didn't so get the small claims court on the case. You gave them an opportunity to rectify it and they chose not to. No point wasting your time further with the company, get your money back 100% through court if you have to. A bad company that treats you badly with always treat you badly. Walk away and never buy their products again.

 

[chimaxi83]

That's pretty terrible customer service. I've only had experience with MSI and Corsair, and they've been stellar. A lot of people have had good luck with vendor reps at overclock.net, have you looked around there?

 

[motsm]

That's pretty terrible customer service. I've only had experience with MSI and Corsair, and they've been stellar. A lot of people have had good luck with vendor reps at overclock.net, have you looked around there?

I have an account there and it is one of the places I saw the email I posted above (not a forum rep though), so I'm just waiting for a reply.

Just take them to court. Its about time they answered for it. They are required by law to give you a working replacement, they didn't so get the small claims court on the case. You gave them an opportunity to rectify it and they chose not to. No point wasting your time further with the company, get your money back 100% through court if you have to. A bad company that treats you badly with always treat you badly. Walk away and never buy their products again.

I'm not ready for that hassle yet, but I'll certainly be looking at someone else for my next GPU. The DCXX coolers are fantastic which is why I would love to stick with ASUS, but MSI's coolers have been pretty comparable lately.

 

[Kenmitch]

My RMA arrived this morning, a refurbished GTX 670 that appeared to be in good condition. Booted fine, so I installed Heaven for a quick test and it crashed the display driver on loading the DX11 preset. The OpenGL and DX9 tests run, but with black and colored squares shifting all over the screen. Downloaded 3DMark and got a black screen with sound in the first bench, another was full of artifacts. A strange white triangle also just popped up to the right of this post box...

So it's obvious this card is junk and more evidence of ASUS' terrible RMA service. I'll try and get a new card out of them this time, but since I don't imagine they have any new 670's anymore, they would have to upgrade me, which could be hard to get them to agree to. Anyway, the text is starting to corrupt as I type this (not joking), so I'm switching back to integrated.

OP: My Asus GTX670 died last night and I started the RMA process today, but I'm a bit worried now after reading how bad ASUS RMA can be. I am curious though if anyone has used their RMA recently? Perhaps they have improved in the last couple years, or should I just expect to wait an unreasonable amount of time?

That sucks!...My only bad rma experience was also with Asus and a MB a couple of years ago. Only issue with the MB was it wouldn't stay powered off. After the 3rd rma I lost faith in them! The only good that came from it was I picked up a 2550k on the $150 microcenter deal to test the MB. That sucker was fun to play with! Still holds the core overclock record on hwbot.org for the 2550k.

I vote with my wallet and don't buy their products anymore.

 

[motsm]

That sucks!...My only bad rma experience was also with Asus and a MB a couple of years ago. Only issue with the MB was it wouldn't stay powered off. After the 3rd rma I lost faith in them! The only good that came from it was I picked up a 2550k on the $150 microcenter deal to test the MB. That sucker was fun to play with! Still holds the core overclock record on hwbot.org for the 2550k.

I vote with my wallet and don't buy their products anymore.

Was the 3rd board you got at least working properly? Not that it matters, at that point they have no way of making things right.

 

[VulgarDisplay]

That sucks!...My only bad rma experience was also with Asus and a MB a couple of years ago. Only issue with the MB was it wouldn't stay powered off. After the 3rd rma I lost faith in them! The only good that came from it was I picked up a 2550k on the $150 microcenter deal to test the MB. That sucker was fun to play with! Still holds the core overclock record on hwbot.org for the 2550k.

I vote with my wallet and don't buy their products anymore.

Did you check for a broken switch or shorted wire in your case from the case to the mobo?

 

[Kenmitch]

Was the 3rd board you got at least working properly? Not that it matters, at that point they have no way of making things right.

Nope....Issue was still present. 1st RMA was the good old look it over and send it back to me. 2nd RMA they just flashed the uEFI. 3rd RMA didn't find anything wrong with it they stated.

Looking at the reviews on newegg now it does look like the P8P67 Pro was a lemon as many had issues with it....Almost 50/50 between 5 eggs and 1 egg.

Did you check for a broken switch or shorted wire in your case from the case to the mobo?

Table top build on the box using a different power supply, cpu, memory. I figured it could only be the MB causing the issue.

That dang board was haunted. If you did a windows shutdown it would completely shut off....Then magically boot back up after around 15-20 seconds or so.

 

[motsm]

So, cl-jolene@asus.com didn't get back to me on her own, had to email another rep and mention my email to her, at which point she contacted me the next day. She then said she would do a stock check for a new 670, a week goes by with nothing so I send her an email to remind her. The next day, she of course says they don't have any and my only option is another RMA through the Indiana facility. I'm requesting a shipping label and advance RMA this time, lets see if they can at least do that much.

 

[motsm]

Bumping for OP. Noticed some copper scrapped off the PCB as well, after I took the pictures. Thanks ASUS.

 

[Kenmitch]

That sucks! I can see no logical reason why they would have even bothered sending you that card.

Not sure what's up with the RMA department over there but it's safe to say they'll be getting no money from me. Learned my lesson with my MB RMA experience already.