Asus PG278Q ROG Swift Faulty - RMA Nightmare!

Captain Chaos

Captain Chaos

Captain Chaos

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So my good old Asus PG278Q decided to develop a fault the other day. Not something I would have expected for such an expensive monitor but stuff happens I suppose and its still well within its warranty.

Purchased the monitor from Overclockers but as it is over 30 days old the RMA needs to go directly to Asus.

This was not an issue and after a fairly short conversation on the phone with Asus I was advised that they would swap out my monitor and I would hear in 48hours approx.

Monday I received an email advising that I would be getting a new monitor delivered today and they would take my old one away (so far so good), just give the driver my screen and he will take it away with him. So far I was impressed with Asus and seemed easier than I was expecting.

DPD driver turned up with a fairly battered Asus box and tore into the box to remove the replacement monitor. It was just surrounded in bubble wrap and to be fair looked dirty / marked on the display stand(from what I could see of it and did not get as far as checking the screen itself). Passed my monitor to the driver to be told, "Oh I can take it as there is no returns label!"

Queue, handing back the replacment monitor and being handed back my faulty screen along with being left a pile of bubble wrap to dispose of (oh the joys).

Contacted Asus and basically its back for another 48hours wait whilst it gets escalated. As to what this entails I have no idea but guess I will just have another sent at some point, although im away from Friday and I only got an email the night before last time advising on delivery.

So now we will have to wait and see I suppose. I know mistakes happen but this has really annoyed me, not only is my monitor faulty, I take time off for the delivery to turn up (that said I would have likely rejected it as it was not in good order from what I did see of it)!

Sorry for the wall of text. Would this have annoyed you?

What say you OC'ers?

Edit:- This is the fault in action (seems to get worse the longer the screen is on).

Monitor.jpg
 
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Driver is supposed to pack the returning monitor in the box the replacement came in - there is no returns label as such he should have an A4 sheet of paper attached to the box which explains what to do and what to return it under.

Mine took 3 weeks to get to the point of a DPD driver turning up at the door :S

I'd put money on it being someone elses return just sent back out unfixed/untested as well. I won't spend a penny with Asus in the future personally - the disregard for customer satisfaction with a supposedly premium product like the PG278Q is deplorable.
 
Nothing attached to the battered box aside from my address details.

Its quite sad really as I was impressed up until this point.

Once had an issue with a 30" Dell, one phone call, new monitor at my door the next day (Also the latest model as they had ran out of my current model). Now thats service!!
 
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Well had a text this morning saying DPD are coming back this afternoon.

Im gonna hazzard a guess its the dubious looking one from yesterday but we shall see.
 
Personally I'd refuse to swap for one that isn't in as-new condition. Anything that's been returned by someone else likely has it's own faults, sounds like they're just bouncing around the duffers in the hope someone will put up with them :/
 
Well, received the monitor.

Had a good ganders over it and its unmarked.

Same manufacture date as mine so is deffo a recon.

Screen wise its actually better than my old one (even when it was working). No bleed to mention and no dead / stuck pixels.

Still have over a years warranty on it so should it go weird I will be back on to em.
 
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Under the circumstances it sounds like you've come up trumps :)

On the whole, I feel like using refurbs as warranty replacements is a bit lame... but if they will maintain the original warranty period and it's in prime condition, it would be hard to complain :) Guess there's also a chance they just had some old stock sitting in a warehouse and decided to issue one that matched yours...
 
Yeah would have preferred a brand new one but happy that (even with the semi nightmare inbetween) it got sorted.

Its not old stock as the asus badge and gloss parts would have had the protective stickers on them (funnily mine did as I never removed them!)

Also the barcode on the underside has another factory barcode put over the top so would say its a recon.

Screen quality wise its better than my previous one so all is well in the world!
 
eddiew said:
Under the circumstances it sounds like you've come up trumps :)

On the whole, I feel like using refurbs as warranty replacements is a bit lame... but if they will maintain the original warranty period and it's in prime condition, it would be hard to complain :) Guess there's also a chance they just had some old stock sitting in a warehouse and decided to issue one that matched yours...
Click to expand...

IMO for a "premium" product replacing with a refurb in the first year atleast is really bad - slightly more understandable if the customer had the monitor a couple of years or something already.

Mine was replaced by what appeared to be a new unit - but I'd been waiting a good 3 weeks by that point so they probably didn't have a choice - sadly the displayport socket failed on the replacement after a few months and I'd only plugged it in 4-5 times max and always careful with it.
 
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A pixel died on my 4k swift last week, i rang them up and they asked for a picture, sent them a picture and they said its gonna be an RMA. They dropped me off a brand new replacement this morning, didnt even have to pack mine up, just unplugged the cables from the monitor, took the new one out of the box and dropped the broken one in and handed back to the driver, quite impressed with how easily and quickly they handled it.
 
My MG279Q developed some pretty bad backlight bleed within the first day, so I've RMA'd it via Asus (though I didn't know you could RMA it via OCUK, I just went straight to Asus). 2 days after filling out the form (and including a picture) they reply back saying they've accepted it and will get in contact about picking it up. They did say 2 days and I put my request in on a Saturday, so not bad so far. So I'm expecting back some form of contact within the next 2 days... except I'm at work (where I don't get any signal and don't keep my phone on me) and don't get home till 5...

Fingers crossed they don't drop me a dodgy one in return. If they do, then it's refund time.
 
Check out Asus reviews on Trustpilot. Out of a possible 10 they score 1.3 and these are pretty recent reviews. Makes for horrifying reading, probably why they add ASUS tax, to counter the sheer number of (attempted) returns.

Best advice, avoid like the plague till they sort QC and customer service out. They're products atm are like fairground tat, shiny and look nice but stop working soon after getting it home.

Best

Wulf

P.s. I have this monitor myself but my next one (come on dp1.3/4) sure as hell won't be Arsus :D
 
I have never understood how Asus charges a premium because of their supposedly better customer service yet treat their customers the worse?

Yet so many people swear by Asus and wont buy anything else.

In comparison when you see proper companies like Dell,NEC and Seasonic and how they deal with faults.

NEC sent me a brand new latest revision montior when my old one developed a fault after two years on a swap out.

Seasonic sent me a newer model, higher wattage PSU with a new 7 year warranty after my old PSU blew after 6 years.
 
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I avoid asus where possible as they provide awful support, that being said the swift is an excellent monitor if your not one of the unfortunate ones to have endless issues. The quick RMA turn around can be a bit of a lottery but compared to their usual support efforts, it's a significant improvement.

Still a long way to go for the rest of it.
 
ASUS say to have monitor packed and ready in original box for when the courier comes and you do a swap, not sure how happy he would be if I asked to have a quick look at the refurbished one before handing over mine.
 
They use terrible technology and gouge so much move to oled already! Or go back to CRT i hate what they did with ips va and tn they say this is better for the enviroment really?


All them hours on the road doing repairs and refurbs and they still suck so you keep upgrading. Give me a good quality CRT or OLED and i will keep the same one for ten years. And by the way i had the little brother of that monitor it arrived with faults. Thank god it went back for just a refund.
 
Wow 5 year old thread did you really need to reply to this and not create a new one. Thought if was a recent post till I read the date.
 
Sorry to be depressing but I don't have much optimism for a good outcome - my first one went all fuzzy text on one half of the screen and super bright (not an unusual failure due to a manufacturing defect with some electronics on the right hand side of the screen just above the controls) I got sort of lucky in that due to them having such a high number of replacements at the time they eventually had no option but to send me a new one albeit I had to wait several weeks - the new one lasted about a year before getting black screens intermittently at which point I got a so-so refurb dropped off at my door which started malfunctioning just outside of warranty. But by that point I'd already given it up as a bad job and bought the Dell S2716DG and relegated the Asus to a second system.

Similar story to other people I know IRL - one went through 5 problematic refurbs before they got a new monitor as a replacement which I think broke a year ago but I'd have to check on that.

Won't touch Asus with a bargepole any more personally.
 
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