Asus RMA

mick4545

mick4545

mick4545

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Just filled in a Asus RMA rquest for 2 year old Sabertooth Z77 that has stopped working. The website terminated the request said to contact the seller.

The seller's site (not oc) said 30 day return period over contact manufacturer. Phoned Asus. A pre recorded message said contact seller, then hung up.

I had heard of Asus's 'legendary returns policy' and was not expecting an easy ride, but where now.
 
Martini1991 said:
Asus have no legal obligation to deal with you, it's your E-tailor who's in the wrong.
Click to expand...


Afraid not.

I'm in the same boat.
An Asus motherboard I purchased in 2012 has a faulty 6GB SATA port.
I only noticed recently as I'd never used the port before.
Now, I purchased it from a well know retailer as part of what is known as a 'white box' product that was Asus branded, kit included mobo, cpu and fan.

I contacted Asus who told me to take it to the store so it can be exchanged......the store doesn't stock mobo's any longer (All online)
The store phoned Asus several times to get an RMA number (which non of the Asus staff seemed to be able to issue!!!)

On my second visit, the store manager had the phone put down on him by Asus in front of me....AFTER the Asus support guy said he would help!

I've exchanged messages around 15 times with Asus tech support who have done nothing but send me in all directions. Even giving me the number to Trading Standards without asking me where I purchased the goods from!!
He insisted the store had a written RMA procedure with Asus, I called his bluff and asked for proof.
Instead he asked me to forward my proof of purchase. I did and am now waiting to be contacted by the 'relevant department' as he put it.......

This is becoming more common with Asus mobo owners, just search Asus RMA on the interweb.

:mad:
 
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mick4545 said:
Just filled in a Asus RMA rquest for 2 year old Sabertooth Z77 that has stopped working. The website terminated the request said to contact the seller.

The seller's site (not oc) said 30 day return period over contact manufacturer. Phoned Asus. A pre recorded message said contact seller, then hung up.

I had heard of Asus's 'legendary returns policy' and was not expecting an easy ride, but where now.
Click to expand...

From My dealings with Asus I suggest the following.

2) Weigh up how much the mobo is now worth. If not much then sell it on eBay for 'spares or repair'

2) Purchase a mobo from a manufacturer that won't treat you with contempt.
 
welcome to asus customer support,great boards till something goes wrong

buy a gigabyte next time:D

I would try phoning asus if you can get a contact number,might be in the Netherlands,i rang the us office last time
 
wazza300 said:
buy a gigabyte next time:D
Click to expand...
My next mobo will most probably be Gigabyte.

wazza300 said:
I would try phoning asus if you can get a contact number,might be in the Netherlands,i rang the us office last time
Click to expand...

I tried that, only to be given a different number for an Asus rep who knew nothing of the RMA procedure.
It seems they have no intention of honouring their warranty.
 
keep trying,i wouldn't give up

ive rma'd with gigabyte twice and its been flawless,also rma'd with asrock and again it was no trouble,asus ive yet to have them accept an rma,and ive tried a few times
 
This is the main reason I decided to buy EVGA.
I prefer problems with bios first and everything good for years to follow and if anything breaks, it is sure to be replaced/fixed/refunded.
I have z87 Classy and after some problems with USB,, I updated bios and everything is golden. Had 2 EVGA GPUs fail (vram) and had them replaced in 4 weeks.

I had gigabite z77 board before too and had rma sorted in record time of 21 days. Gigabyte fixed bent pins in cpu socket, but forgot to fix the USB 3.0 (missing pin).
Oh well, at least I could use the motherboard again.
 
wazza300 said:
keep trying,i wouldn't give up

ive rma'd with gigabyte twice and its been flawless,also rma'd with asrock and again it was no trouble,asus ive yet to have them accept an rma,and ive tried a few times
Click to expand...

Got better things to do mate.
I emailed their boss in the UK who is probably too busy doing nothing to reply. My faulty mobo is probably worth £35 now, purchased in April 2012.
I read an article last year where a guy managed to get an RMA for his mobo in the UK......They wanted £16+VAT for postage. I believe it's the Netherlands who deal with the repairs.
Asus won't be getting my money again. Simple as that.
 
its a real shame cos they make great boards

whats up with the board anyway? does it still lightup fans spin ect? no bent pins on cpu socket?

@BART I would do another rma for the usb pins,they will fix it

im using a z77 up4 th board,has been great,overclocks verywell too
 
wazza300 said:
its a real shame cos they make great boards

whats up with the board anyway? does it still lightup fans spin ect? no bent pins on cpu socket?

@bart I would do another rma for the usb pins,they will fix it

im using a z77 up4 th board,has been great,overclocks verywell too
Click to expand...

I know they make good mobo's...........Shame about their customer service.
Nope, no bent pins or any damage.
Everything works except one of the 2 stacked 6GB/s SATA ports.
IMO it was like that when it was purchased. It's just a shame I happened to notice it over 2 years later.
 
tried wiggling it gently? not while its powered on,then try

look to see if anythings loose,i bet a laptop repair place would fix/solder that for you but it would mean paying when you shouldn't have to
 
Martini1991 said:
Asus have no legal obligation to deal with you, it's your E-tailor who's in the wrong.
Click to expand...

That was before Donoghue v Stevenson case after the case Manufacturers have a legal duty of care to the ultimate consumers of their products if it is not possible for defects to be identified before the goods are received.

In other words Asus have legal duty to provide support for end user
 
wazza300 said:
tried wiggling it gently? not while its powered on,then try

look to see if anythings loose,i bet a laptop repair place would fix/solder that for you but it would mean paying when you shouldn't have to
Click to expand...

Nothings loose.
It's upper Blue stacked SATA (one on top of another) that won't work.
I can solder it myself if I knew what the problem was.
My guess is the SATA socket itself is faulty as It can cause BSOD if used.
The lower socket works fine. So much for quality control.
 
Morfinel said:
That was before Donoghue v Stevenson case after the case Manufacturers have a legal duty of care to the ultimate consumers of their products if it is not possible for defects to be identified before the goods are received.

In other words Asus have legal duty to provide support for end user
Click to expand...

Well spotted.
 
In the past I had to RMA graphics card which I purchased on eBay, still under warranty and Asus agree to replace it even without providing seller details, they send me link to purchase rma ticket which was €15, call them
 
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