ASUS RMA Experience

bobbass4k · 6 Dec 2011 at 18:35

Anyone got any exprerience with RMA'ing ASUS laptops? My headphone jack completely fell apary, through normal use. They replied saying "accidental damage is not covered and will incur a charge".

Anyone know what the chances are of convincing them it was accidental?

Also if they decide it was abuse will they give me the choice to not have it fixed or just fix it and invoice me (probably for a new motherboard)?

And what's the turnaround time like?

Sorry for all the questions but the only way I can communicate with them is through the RMA form and they didn't give me any info in their email.

bees · 17 Dec 2011 at 01:15

no way you could convince them if your headphone jack completely fall apart. usually their turn around about 1-2weeks and more likely new motherboard because i don't think they will bother to replace headphone jack.

AntiHeroUK · 17 Dec 2011 at 02:44

If as you insist, that your headphone jack did fall apart through normal use, then I'd be inclined to press the issue further. If under warranty your product does not hold up to normal use then they must resolve the issue for you.

Send them another email stating that you are not satisfied with the response you have received thus far, and that you are not prepared to pay for something which should be repaired under warranty. Make sure to stress that the headphone jack should stand up to being used often and in this case it hasn't done so.

Let us know how you get on!

jamesfreddie · 25 Dec 2011 at 14:01

Do you mind taking it apart?

Do you have a soldering iron?

If you do you could grab a jack for about £2 and fit it your self.

JonJ678 · 27 Dec 2011 at 00:22

I would recommend against pursuing a warranty claim with Asus. The possible outcomes range from their losing your laptop and denying all knowledge, through to failing to repair it and sending it back more broken than before, with an estimated turnaround time of six months. It's not worth the hassle.

They are beyond terrible. Give them a google.

PistolPete · 29 Dec 2011 at 16:24

In have sent an EEPC netbook back to Asus twice for 2 faults - first time was a failing track pad and second time it was a dodgy screen connection. Both times the repair log pretty much listed everything in the laptop as replaced, and they didn't mind that I'd replaced both the RAM and HDD already.

Both times they sent a courier to collect and return at no cost to me, and both times the turn around was around 7 days.