New Asus 5 Day Turn Around For RMA!

AsusRep

AsusRep

AsusRep

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Joined
27 Aug 2009
Posts
14
Hi All


Roughly 8 weeks ago Asus Uk implemented a completely new RMA service via all of our distributors for every UK Reseller selling Asus Motherboards.

The New policy Allows for a maximum turn around time of 5 days for all In warranty RMA's from the day the MB is sent off to the distributor from the reseller.

This is being monitored each week and so far has a 99.5% Success rate and average turn around of 3 Days only.

It has taken some weeks to clear the backlog but from talking with all the Key resellers the RMA problems have been put to bed!

I Hope this helps to saisfy our customers requirements.

Of course if you have any other suggestions as to how we can help you further I am more than happy to hear from you!

Thanks
AsusRep
 
Well. i'm begginning to think that this a dodgy post now as the OP did'nt even bothered responding to link querries. Worst, I even recommended asus stuff in the last few days due to this post.:mad:
 
Does anyone know if im able to contact ASUS myself even though i originally sent it back to the the store (Sadly i didnt know about OCUK when i bought this so its from somewere else).
As they are just useless, i dont feel there doing anything what so ever, to give me any update or idea.
Infact i rang up several weeks ago, they said they send an 'email' to check the status, but to no avail, still no reply.
 
Hi All

The Rma is dealt with via the original place of purchase therefore there is no link i can supply, you must return to where you purchased your MB from, if you are still exeriencing problems it will be due to the place you purchased the MB as our service policy is full working and OCUK have confirmed that all there RMA response from Asus is now always within max of 5 working days.

If you have any problems with other places of purchase let me know the details and il see what the problem is.

Many Thanks
AsusRep
 
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Well the day I hear that this 5 day rumour is true I will start buying asus mobos again.

Until then my moneys going to competition with the best uk rma gigabyte.
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Its not a rumour that chap works for ASUS and I can confirm ASUS distributors are replacing faulty boards within 5 days.
 
I used to like Asus hardware, but I have been put off buying their stuff now after reading lots of threads on various forums about people getting screwed about by them when it comes to RMA'ing hardware.

My graphics card is from Asus, but it was purchased through the Clearance Lines section of OcUK, but I have always wondered about the warranty for this card, as it said when I bought it from here that OcUK would give me 14 days warranty, and then I would also have the remaining warranty left with the manufacturer, so where would I stand if my card decided to give up on me?

Would I be able to RMA directly with you guys?

If what AsusRep has posted here is true, I would probably consider buying Asus hardware again..
 
No he’s a PR man nor on the ground dealing with these things he’s been “told it’s a five day turn around” wither or not this is true is a different matter.

And I have a very hard time believing that overnight the RMA process has gone from months to 5 days.

I can confirm pigs can fly doesn’t mean it’s the reality of things.

The reason this tread has been made is simple ASUS must be starting to hurt because they have annoyed a lot of people with there lack of RMA support, so there trying to get some of that customer base back.

When I start reading posts saying asus have turned by board around in 5 days then ill start to believe it.
 
I'm with PwnDirect on this. I will believe it when I see it.

An ocuk mod stating that this appears to be true would go a long way.

^sounds cynical, but Asus have been really crap at this for a long time.

For that matter, 5 days from when to when? Asus don't bother to collect the goods, so we must ship them to the retailer. This is at best one working day, if we cough up a tenner in postage. Retailer has to verify, even if they're quick thats another day. Then they must ship to taiwan, for asus to 'process'. How on earth are you planning a 5 day turn around?

Does it by any chance mean once it's arrived in taiwan you sort it out in at most 5 days, then ship it back?
 
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Once the board has been tested by the retailer, it is then sent to their distributor. It it at this point the 5 day turn around comes in, the retailer will receive a board back off the disty within 5 days. The replacement is then forwarded back onto the customer
 
killer_uk said:
Once the board has been tested by the retailer, it is then sent to their distributor. It it at this point the 5 day turn around comes in, the retailer will receive a board back off the disty within 5 days. The replacement is then forwarded back onto the customer
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Yeah same as Biostar's method, one of the reasons I bought Biostar.

May consider Asus again with a future upgrade now they have finally got around to sorting out an quick RMA turnaround.
 
Asus don't bother to collect the goods, so we must ship them to the retailer.
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Lol you say that as if they should collect it?

And yes the disties are holding buffer stock and replacing faulty product so no waiting for the boards to go back to the repair centre in the Czech Republic.
 
To All
To clarify some points raised, I am not a PR for Asus, I am infact one of the Asus Staff in the UK in charge of the MB range.

I will not go into the finer details of how our new rma service has been constructed but it is all dealt with at UK distributor level and all replacement stock recieved under warranty is in fact held in the UK, nothing is or has ever been sent to Taiwan for repair, the repair centre is based in the netherlands, but when you apply for an rma for example via OCUK, from the day they send your MB off for RMA, OCUK will recieve the raplacement MB back within up to 5 days, but is actually averaging at 3 days, in some cases you will recieve a brand new boxed MB where a repaired MB is not available.

We understand for a while there has been some less than acceptable service, and this new service model has taken 6 months for us to design and impplement correctly so No it has not been changed over night, but of course it has to be announced and may appear to be out of the blue, but believe me their has been a great deal of testing and money invested to get to this new service model.

It will take time for feedback to be posted in forums etc, but this is why i have announced it to our customers, so people can start taking notice and seeing the improvements.

I understand some people will have a negative view on this, but really it is only us continuing to try and improve on what we already like to think of as a well thought of MB brand.

I am glad you have all taken the time to discuss and feedback your thoughts, and as I say if anyone would like to ask me anything further I will do my best to respond asap.

Thanks
AsusRep
:D
 
AsusRep said:
To All
To clarify some points raised, I am not a PR for Asus, I am infact one of the Asus Staff in the UK in charge of the MB range.

I am glad you have all taken the time to discuss and feedback your thoughts, and as I say if anyone would like to ask me anything further I will do my best to respond asap.

Thanks
AsusRep
:D
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It's good knowing that Asus is now making effort to improve the support services. However, it would be a lot better if, like BFG rep, we can have direct contact on you or any of your staff by email or by phone, whichever is tolerable for you, so, at least, we can give some insights sorrounding the issues that necessitates the RMA.

Here's a sample rep with an email link in his details - http://forums.overclockers.co.uk/showpost.php?p=14658646&postcount=272

This is in no way intended to offend you, but like most enthusiast, we are somewhat held off getting Asus stuff, no matter how convinced we are by it's technological advancement, due to recent RMA issues and concerns.

At the moment, the only contact we have for you is only through this forum and that is not quite incouraging to begin with.:rolleyes:
 
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