Typical Asus RMA turnaround time?
- Thread starter kissenger
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I've had terrible lucky with Asus motherboards personally - though awhile ago and I only buy GB since I had one brand new high end Asus model die, replaced 3 times with tatty refurbs which took the full 28 days to turn up each time and that also died within days or weeks and in the end just gave up, took a hammer to it and bought a GB to replace it. Not had as bad luck with other Asus non-motherboard stuff but very leery of them and if there is any other choice buy from a different brand.
EDIT: Actually think it was the EVGA FTW board that replaced it but generally I buy gigabyte these days for motherboards.
I've never had a GB board personally, but I do agree that their RMA process seems to be Asus' weak point. I've been really impressed by their boards in terms of features and overclocking ability, so it's a shame...
I used to have an EVGA board which was pretty good and when that broke EVGA sent me out a replacement straight away without even waiting to get mine back (although I did have to pay a deposit, which was refunded after the RMA was done).
Man of Honour
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£10 is a bloody insult. They are going down the partial refund based on the use you have had for it then? I would not be happy with that especially as it was still in warranty. Bolton outfit by any chance?
Bolton outfit. They said that's what the refund would be based on me having had it for 2+ years.
That £10 is insulting imo. Can you not accept another mobo even though it's not compatible with your cpu? That way you can sell that one on and buy yourself something that's compatible using the money.
I've always thought highly of Asus quality and their CS. Nevermind.
I've always thought highly of Asus quality and their CS. Nevermind.
I would probably take any motherboard that they offer me so long as it is equal or better than mine, but all they've offered me so far is a P8Z68-V LX, which is a definite step-down from mine. A Z77 Gene would be ideal, but even if they offered me a Z87 I would take it as a bonus and just upgrade my CPU.
I doubt that's going to happen though. These guys seem like cowboys. I suspect it's going to be a further 4 week wait because they've only just got it to Asus.
Man of Honour
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If your motherboard has actually been accepted by Asus now I would hang on and wait for the replacement. That shop is bloody terrible. How they keep winning awards with their abysmal customer service is beyond me. I stopped buying from them when my last MSI board failed (P45 Platinum only three months old) and they tried to fob me off with a used base model that turned up as just a bare board covered in dust. I hadn't even agreed to it!! After much back and forth over a couple of weeks I finally got a brand new Asus P5Q Turbo out of them. Never again!!
You could get a board from the MM to use as a interim measure until your comes back.
You could get a board from the MM to use as a interim measure until your comes back.
Yeah they are rubbish. I think I will take your advice and see if I can find anything on the MM.
Associate
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Just bought a Gigabyte X99 Gaming 5 on eBay (It was only £127!) in preparation for the 28 day RMA
Man of Honour
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It's the Bolton retailer that's being the problem here. They are the ones that offered him the pathetic £10. I guess I have been lucky and have never had a Asus board fail on me even though my last 5 boards have been Asus. None of this would put me off buying their products as they are excellent boards. You have to be careful where you buy them from.
Did you ever get this resolved? I actually saw your post on the money savings expert forum.
Something to consider >> http://www.moneysavingexpert.com/reclaim/small-claims-court
Another guy got a full refund for a broken Asus motherboard, helps being an ex barrister I suppose >> http://forums.overclockers.co.uk/showthread.php?t=18658597
Totally avoid that retailer you bought it from, they have been like this for years, especially when it comes to Asus products.
Something to consider >> http://www.moneysavingexpert.com/reclaim/small-claims-court
Another guy got a full refund for a broken Asus motherboard, helps being an ex barrister I suppose >> http://forums.overclockers.co.uk/showthread.php?t=18658597
Totally avoid that retailer you bought it from, they have been like this for years, especially when it comes to Asus products.
Soldato
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Yes the retailer has a lot of bad press with their service but ASUS are just as bad. Luckily I deal with a distributer that does advanced warranty replacement on all ASUS products in the first year. Other distis require the board back and will test and send back to ASUS regardless of how long it has been purchased. This is not acceptable with a business. Normally we only buy the WS boards as they have next day AWR period but that sometimes isn't great and took us ages to negotiate DOA period.
No, I still haven't got my motherboard back from them. It's beyond a joke at this point. Three and a half months. I did manage to get confirmation from Asus that the board got to them and was repaired, and they reckon they sent it back to the retailer (by way of their supplier), but that was weeks ago and still no news from the retailer. I emailed them on Monday and they said, 'I'll chase this up with our supplier,' as they usually do, and I still haven't heard anything. I emailed them this morning, so hopefully I'll hear from them soon. I can't figure out why it's taking so long. It's almost like they're deliberately delaying the whole thing.
I have considered going the small claims route, but I've never done it before, so I'm a bit wary. I know there's always the chance (however small) that you'll lose and it looks like there's a lot of procedure to go through with it. I was thinking of sending an email/letter to their CEO. Might be worth a shot.
Any advice would be appreciated.
Hi Kissenger - I'm sorry, this looks like a bit of a mess to say the least. I've only just come across this thread whilst doing a morning browse, sorry I didn't see it sooner.
So basically as far as ASUS is concerned your board is in Bolton now? If you can let me know some reference numbers etc I can look into it and find out what's gone wrong and try to get it resolved.
Jim, thanks very much for replying. I should just point out that all signs point to this delay not being Asus' fault. Asus have actually been really good.
The situation is basically this though: the RMA was taking ages so I asked the retailer (the one in Bolton) for the Asus RMA number they'd been given, so that I could chase it up myself. They eventually gave me one after weeks of asking, and then I used that to chase up with Asus. Asus got back to me (very quickly, I might add) to say that the board had been received, repaired and returned.
But -- and this is why it's complicated -- the board wasn't sent to the Bolton lot, it was sent to their 'supplier'. They keep telling me that they buy their Asus stuff via a middleman supplier, and all RMAs have to pass through the supplier first, who then deal with Asus themselves. This is probably one of the reasons why they have so many problems with their RMAs.
I'm not sure what you can do from your end, but maybe it would help if you could get in touch with the retailer and/or their supplier and tell them to get a move on? Afterall, these guys are giving the Asus warranty a bad name by taking so long at their end, because by all accounts the turn around by Asus was very quick -- it's all the other nonsense that's taking ages. Like I say, it's been 3 and a half months now.
The Asus RMA number I was given is CZA1531394.
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