Asus RMA (not OCUK)

muon

muon

muon

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Hi,

Just want some tips from people who may have come across the same thing.

A certain large computer components retailer (babs or something) is refusing to RMA my Asus Maximus Gene V motherboard because it has been more than 12 months. They did not advertise 3 years on the advert, from what I can see now.

Asus don't appear to have a method for RMAs directly to them. Customer care number when in components say to use online forms.

That was the first thing I tried and I had this response.

For this issue, I suggest you RMA to solve it.
In this situation, could you find your retailer? If yes, first try to have a further check with your vendor.
As the local RMA chain is:
Customer – Retailer – Distributor -Asus
Usually, the retailer would provide the RMA for you, if they refuse, you can call the local legal number 08454 04 05 06 for further assistance.
By the way, if you send the motherboard back for RMA service, please do not send any accessories together, as they will be destroyed upon arrival in RMA center.
Sorry for the inconvenience.
Click to expand...

That number is just CAB when I rang it.

Anyone know of a way of contacting an Asus Components RMA centre in the UK?

Thanks.
 
Efour said:
hmm no clue ask on twitter. its public you will probably get a better answer.
Click to expand...

Thanks, the website seemed to recognise my motherboard serial number and asked for a CASEID which I have. Should hopefully go smoothly.

Don't know why they call it a notebook service centre in the landing page.
 
The whole of the warranty is supposed to go through the retailer with Asus products. They don't normally deal with the end user. That retailer is bloody awful on returns and need to be reminded of their obligations.
 
pastymuncher said:
The whole of the warranty is supposed to go through the retailer with Asus products. They don't normally deal with the end user. That retailer is bloody awful on returns and need to be reminded of their obligations.
Click to expand...

The thing is I cannot prove that they advertised or ever mentioned a 3 year warranty. So their liability would be under the SOGA and not what Asus say.

It's just annoying they won't act as the intermediary.
 
muon said:
The thing is I cannot prove that they advertised or ever mentioned a 3 year warranty. So their liability would be under the SOGA and not what Asus say.

It's just annoying they won't act as the intermediary.
Click to expand...

Whether it was advertised or not is irrelevant. The Asus warranty is three years and they require you to use the correct channels to process the RMA - in this case they want you to contact the retailer. Politely remind the retailer of their obligations as part of that warranty, and if you really feel you need to, the Sale of Goods Act.

Or just get in contact with the Asus Twitter page, but be sure to mention the retailer when you do ;)
 
Ok I'm going to take this to twitter and use the SOGA. Asus believe a reasonable length of time is 3 years for the product and so **** under the SOGA must replace or repair it.
 
Okay today they folded on the phone with little effort, same person as last time. They want photos of the CPU pins for some reason even though it is the SATA ports that don't work.

Oh well, I'm getting somewhere now, photos are easy enough.

edit:

I'm referring to the retailer here.
 
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I have a lot of knowledge on this as I work for Asus UK.

(although don't go hassling me for help as I wont reply, work and home separate and all that ;))

As mentioned previously by someone else the RMA process (for components) is through your retailer. "babs" should assist you with your RMA.
 
Many moons ago i had an asus gfx card that died after 2 years ( X800pro ) but my retailer had gone bust. Asus were impossible to deal with and very rude and acted in a disgusting manner telling me to "sod off and stop emailing us"!!

In the end i took them to small claims court and won back the original price of the card because they didnt represent themselves. After months of chasing and the court chasing them i got a cheque in the post. No letter, no apology just a cheque.... :rolleyes:

Anyway long and short is that i now refuse to buy any asus product and would recommend anyone else to think carefully. Unless you have a good retailer who will honor the full 3 year warranty, you will get nothing past a year.

From the stories i have heard they have not improved over the years.

As i remember i had two x800pro cards go faulty.... its about 8 years ago now but i think the first one i got a replacement as i was able to badger the supplier of the shop i got it from, who sorted it out through asus because they had a record of the serial number. Second one about a year later i got a cheque for after the county court judgement :p
 
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