Asus worst RMA service in the world!

MameFX

MameFX

MameFX

Permabanned
Joined
25 Mar 2010
Posts
197
Location
England
i have had a nightmare RMA experience with Asus and a certain reseller,they are the worst reseller on the internet and i suggest all of you to steer well clear of them.....i sent my rampage 2 board back over amonth ago to the reseller as it was giving me bsods and other problems,the reseller confirmed that the board was faulty so i waited 3-4 weeks for another board...which a member on this forum called V.K managed to speed up the process and get a replacement board shipped out to me within 48 hrs.I opened up the replacement rampage 2 board to notice this....
http://i51.photobucket.com/albums/f381/cptpfsuk7/DSC00253.jpg

the heatsink is raised and running this board will most likely toast my MOSFETs...so i called the reseller and they have told me to talk to asus...so i called asus and they have told me to talk to awd-it.....awd-it are refusing to change my board and have told me to talk to asus...my board still has over 1 years warranty on it....i will never ever buy an asus board again,there build quality is average and there RMA service is the worst in the world!The only thing left for me to do now is to consult trading standards and see what my options are..not happy:mad:

I have tried emailing V.k and i get no response.
 
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Ok - Firstly, I've been on a vacation since Thursday so haven't been checking any e-mails....as I mentioned in another thread I'm not customer service or technical support, I'm just trying to help out where I can.

I've got your e-mail(s) and will reply when I have further information, however please bear in mind that the RMA experience you are having is not with ASUS, but the reseller you mentioned.
 
According to my colleague, this issue has now been sorted. It's a shame you feel that way, but for others reading this thread and worrying (As rexehuk above) please, do not worry.

If you purchase via OCUK, you will have no worries with RMA's, assuming that the issue is not customer induced.
 
People beware of Asus and their rma
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I fail to see how ASUS is at fault here - I know it's frustrating, but they are absolutely right that it is between you and your re-seller at this point - a bit like complaining that Toyota are rubbish because the local dealer messed up your servicing?

Unfortunately there are poor e-tailers out there and that is the risk you run when you cut the margins right to the core, however, you still have the weight of the consumer law behind you, so if you are not happy, make your case, make reasonable demands, and then when that fails fill out the forms online! ;)

(It's fun and easy and once you've done one you'll never look back!)
 
cavemanoc said:
I fail to see how ASUS is at fault here - I know it's frustrating, but they are absolutely right that it is between you and your re-seller at this point - a bit like complaining that Toyota are rubbish because the local dealer messed up your servicing?

Unfortunately there are poor e-tailers out there and that is the risk you run when you cut the margins right to the core, however, you still have the weight of the consumer law behind you, so if you are not happy, make your case, make reasonable demands, and then when that fails fill out the forms online! ;)

(It's fun and easy and once you've done one you'll never look back!)
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Thanks
 
I buy ASUS boards especially FOR the build quality. You've certainly been stung but not by necessarily Asus, by your reseller.
1 year warranty from new is usually honoured by the reseller. After that its the manufacturer.
 
Banzai_Joe said:
I buy ASUS boards especially FOR the build quality. You've certainly been stung but not by necessarily Asus, by your reseller.
1 year warranty from new is usually honoured by the reseller. After that its the manufacturer.
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Even if your right i still would have to send my board off again after already waiting 4 weeks,so would i have to wait another 4 weeks?I doubt it,probably 2 weeks with the help of V.k,either way Asus RMA sucks waiting for probable total of 6 weeks and numerous phone calls.
 
Read all this, it's the responsability of the retailer not the manufacturer, it's the place you bought it from.

The Contract of Sale is between the buyer and the seller – the seller being the retailer.
Your basic warranty

Let’s first define what a warranty is and what it does. When you buy an electrical item you will often be given a retailer or manufacturer’s guarantee or warranty for a period of time, usually 12 months, and up to 5 years for more expensive products. It is a myth that certain electrical products automatically come with a warranty – there is no legal obligation for shops or suppliers to provide them (although once they have, they are legally binding) – it is simply to enhance consumer confidence in their product and promote sales. It also provides the manufacturer with valuable marketing information which is why you will need to register your product by filling in a card with your personal and purchase details in order to activate it.

Warranties are basically a commitment to repair or replace defective parts within a specified time frame – usually 12 months for small electrical items. When this time is up, consumers are commonly told by shops that their responsibility is at an end and there is nothing further they can do. This is often not the case. The important point about warranties is that they should never seek to replace or take precedence over your statutory rights under the Sale of Goods Act, and even after your warranty has run out, you will still be protected by these rights which can run for up to 6 years after purchase.

Your statutory rights

In the absence of any warranty and as we have pointed out several times, the retailer is automatically liable for any faults which develop within the first 6 months. After this time, you may have to prove that the any fault was not down to misuse or wear and tear, although factors such as price paid, model specification, the length of time you have had it (and the length of time it should reasonably last) etc will also be taken into account. Therefore if you buy something which should last around 7 years but has broken down after a year or even after 3 years, the supplier has a duty provide a satisfactory repair – or if this cannot be done, a replacement. If neither a repair or a replacement can be agreed on then the shop can give you vouchers towards the cost of an alternative replacement or a partial refund. Whatever happens, whenever it happens, and whatever remedy you choose, your first and only port of call should be the retailer.
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http://whatconsumer.co.uk/extended-warranties/

Your statutory rights under the Sale of Goods Act take precedence over and above any warranty or guarantee you may have with either the retailer or manufacturer.

It is misleading for a shop to tell you they can do nothing simply because their warranty or guarantee has run out, because you will still have your statutory rights.
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I would take this up with http://www.consumerdirect.gov.uk/ RING: 08454 04 05 06

READ THIS: http://whatconsumer.co.uk/making-a-small-claim/

Honestly not Asus Fault, it's the retailer in question, Trading Standards will tell you 28 days is sufficent for a Motherboard RMA.
 
I cant understand that if you are the orignial buyer, have the invoice/receipt and have a problem, that you cant simply contact Asus for an RMA number. Telling people to go to the retailer is fine within the 1 year, but they are just the middle man to Asus, so going direct will surely help speed and communication. I had a hard drive fail from seagate, filled in a few forms and within 3 days i had a replacement, it was a 1TB costing £100 at the time. What are the reasons Asus dont do RMAs from their site?
 
Nelly said:
Read all this, it's the responsability of the retailer not the manufacturer, it's the place you bought it from.
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But don't retailers sometimes tell you to go directly to the manufacturer for warranty claims? i.e. the manufacturer's ask the consumer to contact them directly, rather than go through the retailer.

I know Asus state that you must go to the retailer for warranty claims (it states this clearly on their website), but are they not a minority? I thought most other manufacturers ask you to get in touch with them directly?

Or are all retailers obliged to initiate warranty claims regardless of the manufacturer's warranty policy?
 
Tweaker said:
I cant understand that if you are the orignial buyer, have the invoice/receipt and have a problem, that you cant simply contact Asus for an RMA number. Telling people to go to the retailer is fine within the 1 year, but they are just the middle man to Asus, so going direct will surely help speed and communication. I had a hard drive fail from seagate, filled in a few forms and within 3 days i had a replacement, it was a 1TB costing £100 at the time. What are the reasons Asus dont do RMAs from their site?
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I tried going through asus but they kept saying you have to go back to the place of purchase.
 
Nelly said:
Read all this, it's the responsability of the retailer not the manufacturer, it's the place you bought it from.

The Contract of Sale is between the buyer and the seller – the seller being the retailer.
http://whatconsumer.co.uk/extended-warranties/

I would take this up with http://www.consumerdirect.gov.uk/ RING: 08454 04 05 06

READ THIS: http://whatconsumer.co.uk/making-a-small-claim/

Honestly not Asus Fault, it's the retailer in question, Trading Standards will tell you 28 days is sufficent for a Motherboard RMA.
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Thanks
 
I had to issue a small claims proceeding to get asus to even talk to me about a GFX card that was 2 years into its 3 year "warranty". The reseller had gone bust and it was outside the 1st year anyway.

In the end i got a full original price refund judgement and asus sent a cheque, as they refused to make ANY form of statement or defense.... joke of a company in my experiance. I kid you not, the ONLY form of correspondance i ever got from Asus was a cheque in an envelope 20ish days after the judgement came through.

This was 5 years ago so maybe things have improved... i wouldnt know i was put off for life :p a shame as i always bought asus before that.
 
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Some companies when you rma an item have hassle free no quibbles straight swap for brand new sealed unit policy such as corsair.I hear gigabyte have a fast uk based rma system no idea what that is like though.
 
AtreuS said:
I had to issue a small claims proceeding to get asus to even talk to me about a GFX card that was 2 years into its 3 year "warranty". The reseller had gone bust and it was outside the 1st year anyway.

In the end i got a full original price refund judgement and asus sent a cheque, as they refused to make ANY form of statement or defense.... joke of a company in my experiance. I kid you not, the ONLY form of correspondance i ever got from Asus was a cheque in an envelope 20ish days after the judgement came through.

This was 5 years ago so maybe things have improved... i wouldnt know i was put off for life :p a shame as i always bought asus before that.
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yeah i have been put off for life too,never again.The way it is for me is you can see how good a company really is when you have to send something back,this shows me how is worth buying from and who is not.
 
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C64 said:
Some companies when you rma an item have hassle free no quibbles straight swap for brand new sealed unit policy such as corsair.I hear gigabyte have a fast uk based rma system no idea what that is like though.
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Yeah i was looking at some of the gigabyte boards,they look ok and judging from people on here they have a good build quality unlike asus that seem to break down more than other boards,
 
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