Hello,
I am in a bit of a pickle here, and could do with some advice.
I brought a motherboard off a charity on eBay. It worked fine for about 2 weeks, and then I started to get issues with BSOD memory management. I found that one of my memory sticks was dead, and moved along. But at the same time I started to get USB Overcurrent issues. I would power off at the wall and wait around 5 minutes and boot up again and all wound be fine until I had to restart and go through this process again. Now, the board will not boot up past the USB Overcurrent at all now. I have been in contact with Asus and told them all the troubleshooting I have done (checked ports for dirt, short circuits, tried board outside of case etc) and they have agreed it sounds hardware related and needs to be RMA'd.
I checked on the warranty status page of the board and it still shows it's in warranty. I also read the warranty terms and it does state if no proof of purchase can be provided that it goes on shipment date to retailer. I told Asus I have no proof of purchase and they came back saying I needed it. I questioned them on their warranty terms of which they said I still need to provide proof of purchase, and that they do not deal direct with the consumer I need to go back to the retailer.
https://www.asus.com/support/images/upload/warranty/us_Motherboard.pdf
This is what Asus linked me too, saying that proof of purchase is mandatory in the UK and that those terms above are the same for the US/UK. Although, within them terms it states "If proof of purchase cannot be provided, the manufacture date as recorded by ASUS will be deemed to be the start of the Warranty Period". They also mentioned that the boards origin was from Germany? So amazon donated a german motherboard to a uk charity??
The charity had confirmed with me before that the item was donated to them by Amazon. So I went to Amazon asking if they could RMA this board. I explained I did not buy it direct from them, but that Amazon had donated the item to the charity. I have been back and forth with Amazon several times now since the 4th January. They have escalated me twice to another department after asking to speak to supervisors. Both times they said I should be contacted within 2-3 business days. Well, weeks later now and nothing.
I contacted Amazon two days ago to chase this up, and they just closed the door on me. I should not really expect anything more from Amazon.
I asked the charity if they had a contact an Amazon, and they put me in contact via email with their contact who arranges their donations. I sent all the facts and details to this contact at Amazon and have not had a response back from Amazon directly. I did however this morning get an email from the charity manager I had been talking too asking me for a favour. They asked that I drop this case against Amazon as they fear they would lose their future donations from Amazon. They are afraid to question Amazon on their procedures and practises. I get it, they are a small charity with depends on the likes of Amazon to donate to them.
I am torn in two directions. The charity has offered from the start to refund the motherboard and to pay any out of pocket expenses for me to replace the board with like for like. I am very much against this, I feel strongly to take money back out of a charity and will only ever take that as a last resort. On the other hand, If I carry on pursuing Amazon then I could do more harm than good and potentially make the charity lose out on potential future donations from Amazon. Asus have told me they have an agreement in place with all their resellers/retailers that the retailer will handle all returns and replacements for the motherboards for the lifetime of their warranty, and Amazon are refusing to accept this agreement and their responsibilities. All amazon need to do is confirm they donated the board and give some kind of proof for that (which the charity can not provide because amazon provided them with no paperwork etc), or process the RMA like they would normally.
Thank you for reading the wall of text,
any advice on what to do here?
Should I take the offer of refund (they offered to cover expenses too, but I do not want to take more out of the charity than I put in), or carry on pursuing this?
I am in a bit of a pickle here, and could do with some advice.
I brought a motherboard off a charity on eBay. It worked fine for about 2 weeks, and then I started to get issues with BSOD memory management. I found that one of my memory sticks was dead, and moved along. But at the same time I started to get USB Overcurrent issues. I would power off at the wall and wait around 5 minutes and boot up again and all wound be fine until I had to restart and go through this process again. Now, the board will not boot up past the USB Overcurrent at all now. I have been in contact with Asus and told them all the troubleshooting I have done (checked ports for dirt, short circuits, tried board outside of case etc) and they have agreed it sounds hardware related and needs to be RMA'd.
I checked on the warranty status page of the board and it still shows it's in warranty. I also read the warranty terms and it does state if no proof of purchase can be provided that it goes on shipment date to retailer. I told Asus I have no proof of purchase and they came back saying I needed it. I questioned them on their warranty terms of which they said I still need to provide proof of purchase, and that they do not deal direct with the consumer I need to go back to the retailer.
https://www.asus.com/support/images/upload/warranty/us_Motherboard.pdf
This is what Asus linked me too, saying that proof of purchase is mandatory in the UK and that those terms above are the same for the US/UK. Although, within them terms it states "If proof of purchase cannot be provided, the manufacture date as recorded by ASUS will be deemed to be the start of the Warranty Period". They also mentioned that the boards origin was from Germany? So amazon donated a german motherboard to a uk charity??
The charity had confirmed with me before that the item was donated to them by Amazon. So I went to Amazon asking if they could RMA this board. I explained I did not buy it direct from them, but that Amazon had donated the item to the charity. I have been back and forth with Amazon several times now since the 4th January. They have escalated me twice to another department after asking to speak to supervisors. Both times they said I should be contacted within 2-3 business days. Well, weeks later now and nothing.
I contacted Amazon two days ago to chase this up, and they just closed the door on me. I should not really expect anything more from Amazon.
I asked the charity if they had a contact an Amazon, and they put me in contact via email with their contact who arranges their donations. I sent all the facts and details to this contact at Amazon and have not had a response back from Amazon directly. I did however this morning get an email from the charity manager I had been talking too asking me for a favour. They asked that I drop this case against Amazon as they fear they would lose their future donations from Amazon. They are afraid to question Amazon on their procedures and practises. I get it, they are a small charity with depends on the likes of Amazon to donate to them.
I am torn in two directions. The charity has offered from the start to refund the motherboard and to pay any out of pocket expenses for me to replace the board with like for like. I am very much against this, I feel strongly to take money back out of a charity and will only ever take that as a last resort. On the other hand, If I carry on pursuing Amazon then I could do more harm than good and potentially make the charity lose out on potential future donations from Amazon. Asus have told me they have an agreement in place with all their resellers/retailers that the retailer will handle all returns and replacements for the motherboards for the lifetime of their warranty, and Amazon are refusing to accept this agreement and their responsibilities. All amazon need to do is confirm they donated the board and give some kind of proof for that (which the charity can not provide because amazon provided them with no paperwork etc), or process the RMA like they would normally.
Thank you for reading the wall of text,
any advice on what to do here?
Should I take the offer of refund (they offered to cover expenses too, but I do not want to take more out of the charity than I put in), or carry on pursuing this?
