Asus RMA

RobWHS said:
It's different for different scenario's.
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Except that it's kind of not, your e-tailor is legally obliged to act as a middle man if you so wish, as an end user you're never expected to deal with a manufacturer. That's the short of it, what you do is up to you.

RobWHS said:
I hope one of the staff from Overclockers can confirm there is a simple returns procedure with Asus.
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Like I say, I got a Maximus IV Extreme that died in the last month of its 3 year warranty replaced quite easily as I went through the E-tailor as a middle man (Asus still suck, but I didn't have to deal with them)
 
Martini1991 said:
Except that it's kind of not, your e-tailor is legally obliged to act as a middle man if you so wish, as an end user you're never expected to deal with a manufacturer. That's the short of it, what you do is up to you.
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I know consumer law mate. I hold a consumer credit license.
I could stand in the store and scream blue murder, it will more than likely get me a trip in a cop car than an RMA.

Martini1991 said:
Like I say, I got a Maximus IV Extreme that died in the last month of its 3 year warranty replaced quite easily as I went through the E-tailor as a middle man (Asus still suck, but I didn't have to deal with them)
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I agree the retailer is responsible to refund or exchange. A letter is on the way to the retailers CEO as I type. Both have passed the buck and both are shunning their legal obligations.
Both equally have poorly trained staff.
 
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mick4545 said:
jpod said:
It it's a toughie Mick, how long is their warranty? And how long should a MB last?

2 years is a long time.

Emblazoned on the box, a shield with the words '5 Years Warranty'. I know its marketing BS but one of the selling points of the Sabertooth boards is their durability, 'Military Grade Components', 'Thermal Armour' etc.
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A guy from Canada over at Tom's Hardware has raised the 5 year warranty issue with Asus. They say it's 3 years and politely told him to go away!
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I'll never buy Asus again after reading this, good luck to you pal. If it was me I would solder a new sata connection on there I dont think your going to get it fixed by Asus.
 
Mik3 said:
I'll never buy Asus again after reading this, good luck to you pal. If it was me I would solder a new sata connection on there I dont think your going to get it fixed by Asus.
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Cheers Mik3.
I'm not that fussed about a mobo that's worth around £25-£35 now. It's the fact I've been fobbed off when all that needed doing was for Asus to issue an RMA. Instead I've been sent in the opposite direction. It's obvious they neither value their customers or want to repair / replace good under warranty.
 
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RobWHS said:
That's what's happening with me but Asus won't issue an RMA through the store.
No reason for them not to, they just won't do it regardless of the warranty.

The scenario is this.

I purchase mobo from the retailer who has purchased it from the manufacturer.
It becomes faulty......Who is willing to lose out??? If the store replaces the item. How can they get the money back from the manufacturer for that item without some sort of agreement in place.
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As the retailer has a reasonable time to deal with the matter, usually taken as 28 days, they'll return the motherboard to Asus who will repair, replace, authorise some sort of refund or deny any liability.


RobWHS said:
It's different for different scenario's.

I want my mobo repaired and for Asus to issue an RMA to the store where I purchased it, they refuse instead passing the problem from rep to rep....who then hang up on you.

I don't want a new mobo, I want an RMA for the one I have.
......I've also read a few times that Asus have returned lower value second hand mobo's to some customers instead of repairing and returning the original item.

The store is under legal obligation to refund or replace the damaged item
providing the item became faulty through no fault of the person who purchased it.

The other BIG problem with Asus and stores is this.

1) If the store refunds or replaces an item as it should, sends it to Asus who then think the damage was the fault of the person who originally purchased the item.....There's a high risk of the store not getting the money from Asus.

I've read other story's of people taking goods back to the store only for Asus to say "The damage appears to be inflicted by the customer" and we refuse to refund, but will repair the item at the customers cost.
How is some inexperienced store managers supposed to make that decision that could potentially lose his employers money.
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A replacement can be a refurbished item of similar or better performance.

A repair doesn't have to be carried out if it would cost too much.

A partial refund can be given in lieu of repair or replacement.
 
Surveyor said:
As the retailer has a reasonable time to deal with the matter, usually taken as 28 days, they'll return the motherboard to Asus who will repair, replace, authorise some sort of refund or deny any liability.
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Asus refused to issue an RMA to the store.


Surveyor said:
A replacement can be a refurbished item of similar or better performance.
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I'm fully aware of that. Some have apparently received an item back from repair that is either faulty or less value.

Surveyor said:
A repair doesn't have to be carried out if it would cost too much.
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Then a refund should be issued if under warranty. (Providing the fault wasn't caused by the person who purchased the item)

Surveyor said:
A partial refund can be given in lieu of repair or replacement.
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Yep, I know.
 
Ah if the warranty is 3 years and they are not honouring it by offering a repair or replacement do the following if you are prepared to do a bit of corresponding:
Write to them at their uk address offering to send them the board which is under warranty and request a repair or replacement
If you have no joy after two weeks write a second time explaining that you are bitterly disappointed and the situation is unfair, explain if you do not receive a satisfactory reply, repair, replacement or full refund by (two weeks from this moment) you will have no choice other than to claim via small claim and complain to trading standards in the uk
If after two weeks you receive no joy send the a copy of your last letter with a blank n1 small claims form explaining you will issue court proceedings in two weeks time which will unnecessarily increase the fees they will need to pay.

I think they will refund you

http://www.howtotakesomeonetocourt.info/joomla/small-claims-court-forms-ex50.html
 
I emailed the seller last night. Had a holding reply within the hour. This morning an email saying they no longer stock the item and offering to pick the board up via City Link and a full refund!

That is service. I'm not allowed to name seller but I'm sure you can guess.
 
jpod said:
Ah if the warranty is 3 years and they are not honouring it by offering a repair or replacement do the following if you are prepared to do a bit of corresponding:
Write to them at their uk address offering to send them the board which is under warranty and request a repair or replacement
If you have no joy after two weeks write a second time explaining that you are bitterly disappointed and the situation is unfair, explain if you do not receive a satisfactory reply, repair, replacement or full refund by (two weeks from this moment) you will have no choice other than to claim via small claim and complain to trading standards in the uk
If after two weeks you receive no joy send the a copy of your last letter with a blank n1 small claims form explaining you will issue court proceedings in two weeks time which will unnecessarily increase the fees they will need to pay.

I think they will refund you

http://www.howtotakesomeonetocourt.info/joomla/small-claims-court-forms-ex50.html
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Hi jpod

Nice to see you know the 'N1' form :)

I've been told by Asus tech support that my 'case is being dealt with'
He acknowledged the mobo has a 3 year warranty but it was up to the store to issue a refund, replacement.
The store didn't have a system in place to RMA the mobo and this was proved when they phoned Asus asking for help. Asus simply didn't want to know.

According to Asus the system is Customer – Retailer – Distributor -Asus.

The problem I seem to have is that the mobo was part of a kit and has vanished from both the systems of Asus and the retailer.

If they refuse to refund or replace then I will take them to the small claims court. That's the last straw but this is a joke.

Cheers ;)
 
mick4545 said:
I emailed the seller last night. Had a holding reply within the hour. This morning an email saying they no longer stock the item and offering to pick the board up via City Link and a full refund!

That is service. I'm not allowed to name seller but I'm sure you can guess.
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Glad you got it sorted. It seems some sellers value their customers.
 
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RobWHS said:
I know where your coming from, that's why I've written to the retailers CEO.
I did this from the information I gathered from another forum regarding a woman with broken Asus tablet. She was fobbed off by both the store and Asus.
Both are a joke......Both have lost my custom.
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You seem to have misread my post, I'm praising the etailer.
 
Delighted you got a full refund, result.

RobWHS said:
Hi jpod

I've been told by Asus tech support that my 'case is being dealt with'
He acknowledged the mobo has a 3 year warranty but it was up to the store to issue a refund, replacement. According to Asus.........
Cheers ;)
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Have you any proof or purchase? Receipt, CC, bank. It is going to hard to prove you are the first owner otherwise.

Who cares what Asus says it is UK law, sales of goods plus they said 'expect this to last 3 years'.

Don't wait - it takes ages to sort out otherwise - find proof or purchase and write to them asking for a repair, replacement or full refund - start the ball rolling - keep it in writing - best way.
 
jpod said:
Have you any proof or purchase? Receipt, CC, bank. It is going to hard to prove you are the first owner otherwise.
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Yes I have all original receipts.
Asus asked me to email them over, I did and was told the 'relevant department' is looking into it. This is after all the running around.

jpod said:
Who cares what Asus says it is UK law, sales of goods plus they said 'expect this to last 3 years'.
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I know it's UK law but it appears the bigger they are the more they will flout the law. I say this because I've read many customer complaints on different forums from Europe to the USA regarding Asus. Although from the pattern I saw the USA branch of Asus seemed to be on the ball and very helpful.
Our beloved governemt signalled that businesses can push their luck by downsizing Trading Standards staff. If you call Trading Standards now they'll you they only deal with the case if there are a certain number of complaints, if not you get passed to Citizens Advice. Oddly enough the first thing the guy at Asus tech support did was give me Trading Standards number!
Must be a common thing!


jpod said:
Don't wait - it takes ages to sort out otherwise - find proof or purchase and write to them asking for a repair, replacement or full refund - start the ball rolling - keep it in writing - best way.
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I'm waiting for Asus to get back to me via email.
Last week I emailed Benjamin Yeh (Asus UK) who didn't reply.
I've also written a strong letter of disapproval to the store where I purchased the kit from....I hear he gets things sorted.
 
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