New Asus 5 Day Turn Around For RMA!

There have been a couple of threads in this very forum about the change in pace of ASUS's customer service. One as an example is posted below.

http://forums.overclockers.co.uk/showthread.php?t=18171437

There is also an example in this very thread (http://forums.overclockers.co.uk/showpost.php?p=16023978&postcount=67)

In terms of your Google research JonJ768, you must remember that when people experience good things in customer service they take it for granted. When they experience bad, they complain and spread negativity which is the nature of the beast.

Ultimately with regards to your purchasing choices, it's worth noting that responsibility will fall on your place of purchase as much as ASUS, if not more as it is your place of purchase who will process the RMA.

The full 3 years is dealt with by the retailer. Under the terms of the sales of goods act - Source: http://whatconsumer.co.uk/shops-responsibility/
 
I think people are getting confused. -VK- is saying that Asus will turnaround an RMA within 5 days between the reseller and Asus, which according to -VK- and their statistics is actually 3 days. The problem here is that people are having to deal with resellers of Asus hardware and this is where the potential for delays can creep in.

Think about it, if after 5 days of you sending in your faulty mobo you ring the reseller and ask for an update is the reseller likely to tell you that they've not yet done anything with the board or are they likely to say Asus haven't yet responded simply because there's no way for you as an individual to check or verify their response. Also as a reseller having to deal with RMAs for 3 years and being the first contact point must surely be a bummer as you'll be incurring costs on testing the mobo etc to verify a fault which Asus insist on before faulty boards are shipped to Asus.

It's good that Asus have upped their game but with the current system the end user will never experience this 5 days turnaround time, simply because the reseller is in the link.

The only way to get end users back on your side is to offer direct RMAs rather then through the reseller.
 
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Thanks for the post. Users are experiencing this 5 days turnaround from their place of purchase (A few from OCUK that I can think of) and I assure you that it's proving very positive at the moment.

I can't reveal the full ins and outs of the process publically, but I can assure you that it works very much in the consumers favour.
 
So a few people have experienced this, I'm happy to hear it.

I'm aware that people are more likely to complain than they are to praise a service. It is my opinion however that the track record of Asus is so black that anyone who received a swift, competent rma from them would be astonished. As such, were I to experience this myself, I'd certainly post regarding it. However, yet another good Gigabyte rma would make for thoroughly uninteresting reading.

I'm very much aware of the sales of goods act, it's what I had to quote from to resolve my last Asus rma. Still, thank you for posting. I will at least be considering Asus for my next computer. Cheers -VK-
 
Good to hear it and whilst I work for ASUS, I'll be happy to help where I can to provide an insight :)
 
Nice to hear things are getting better, not that i hope to ever find myself in the position of needing to rma.
 
Nemesis said:
I can tell you know I am fed up with ASUS and the lack of support, I have been dealing with a large dealer I would think OcUK main rival and there service is beyond a joke, I bought a new Asus mother board it was faulty, this company asked me to return it, which I did the board was then deemed to be faulty after testing, I got this info from email 1.

Then I get a email 2 telling me my return has been rejected, so I am now forced to ring up the company and pay their 7p min call charge to ask how can a new board be rejected after admitting it was a faulty board.

They replied telling me that there was a mark on the board, and Asus would not take it back if it had a mark on it wtf? the board was mint it was brand new when I sent it back, I said to them well how can it be said if I was the one that marked it, you could argue your testing people marked it, I told them I am willing to go to court.

I was then told they have re looked at the marks and find that the board will pass Asus returns procedure, I hear nothing more than 3 days later I get a parcel from city link, it rattled I opened it and inside was a mother board replacement, but no user cd, user manual was well read as if someone was trying to fault find, the back plate had food type stains on it, there was some paste on the rear of the board, marks to the Sata master socket, missing leads, finger prints on the bios batt, so my return was someone’s dirty board that had been well messed with.

I rang them and they told me we can send a second hand board as a replacement if we want to, they are boarder line rude now, I explain the faults and they said we will pop a disk and leads in the post, I refused to own someone’s second hand board I paid for new and expect new, he refused to entertain my request. I rang the next day and got through to someone else and he raised a new RMA on the grounds there was paste on the rear of this mothierboard, I returned it and still waiting for news, all I know is they are testing it still but it was sent because its not new and even if it works I don't want it back, I want a new board, new for new.

In the end I am still waiting for a new board have no idea where I stand and no way of contacting Asus, so like it was said it’s not good having a 5 day rma turn around in some cases if the retailer is treating people this way.

The company name is **** I won’t buy from them ever again, and nor will I continue to buy Asus related products until I know for sure I can direct call Asus.
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I had a problem with my brand new Asus Rampage 3 With the IOH temps being really high, **** RMA'd it picked it up by courior, tested the next day (all of this is given info tracked online) and said by phone they'll test before sending me another one, i'm hoping to get another by the end of the week.

I'm suprised that **** is treating you that way i've always known them to be really polite and helpful.

This is the first time in 11 years that i've had a problem with an Asus MB.
 
Gerard said:
I got royally shafted by asus a while back. I had the x38 maximus formula and after about a year it started developing problems with the memory, sometimes it would boot with 4 dimms in sometimes not, i had to swap and change to get it booted. Even a change of memory didn't help. I had a look on google and seen a ton of people with exactly the same issue.

So i ended up rmaing the board, got it back about a week later saying ther was "damage" to the board, they managed to find 1 or 2 little marks on the bottom of it that for all i know was on it when i bought the damn thing. Apparently all the people i found with exactly the same issue must have also had marks on their board as well. gg asus. £250 or thereabouts down the crapper after a year.

:rolleyes:
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A common trick by etailers, using the microscopic damage bull**** to say it cant be RMAd. You just have to choose who you buy off of carefully, the etailer i use now isn't the cheapest but has the best RMA service ive ever used, they turned my ASUS RMA in under 5 days to me, ive had another (not mentioning any names) use the above excuse to refuse, i had to threaten small claims court to get my money back :(.

Ive found VK to be incredibly helpful a couple of times now, the problem is that isnt his job (sorting out our problems) ASUS need a uk RMA centre, none of this dealing with etailers, we should be able to deal direct.
 
Thanks for the kind words Sayso.

As I said in a previous post, going through your place of purchase is honestly, better for you as a consumer. My own advice would be to only purchase from places you trust - Personally I'd pay even £10 more, if I knew the place I was buying from could be trusted if things went wrong.

Ultimately, you pays your money you makes your choice.
 
Nope, I'm sorry, but 15 months on and ASUS still have carp RMA procedures. I eventually was given a new (non-ASUS) netbook by my retailer to replace the eeePC 900 I RMA'd after it had been with ASUS for almost 9 months apparently and a new motherboard (also non-ASUS) when their technician tested my 'repaired' motherboard and found it was also dead as a dodo.

If, after 15 months of this thread, you still buy ASUS, you deserve everything you get in my opinion. The product may or may not be first class, but the aftersales support is shocking.

And yes, you may well say I'm an unhappy consumer blasting ASUS at every opportunity, but ASUS should be asking themselves why?
 
WJA96 said:
Nope, I'm sorry, but 15 months on and ASUS still have carp RMA procedures. I eventually was given a new (non-ASUS) netbook by my retailer to replace the eeePC 900 I RMA'd after it had been with ASUS for almost 9 months apparently and a new motherboard (also non-ASUS) when their technician tested my 'repaired' motherboard and found it was also dead as a dodo.

If, after 15 months of this thread, you still buy ASUS, you deserve everything you get in my opinion. The product may or may not be first class, but the aftersales support is shocking.

And yes, you may well say I'm an unhappy consumer blasting ASUS at every opportunity, but ASUS should be asking themselves why?
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At least they talk about to you, I've been trying to contact Acer about my laptop and they just don't say anything back to me.

Is your netbook still with them?


off topic...

http://forums.overclockers.co.uk/showthread.php?t=18167968


:)
 
I had a nightmare with my Acer netbook back in March and it took them 3 months to get it done and now it has developed a fault with a screen and they have so far ignored me for over a week.
 
Would appreciate a bit of help or advice regarding Asus/Ocuk rma procedure if someone has the time.
I purchased my Rampage III from OcUk in August of last year and it has since developed a fault, the usb slots will not work - have gone through all updates and re installed the os but sadly it still does not work.
OcUk tell me that as it is over 28 days i have to rma directly with the supplier in this case Asus.
Now i am not the greatest when it comes to surfing the net so when i looked up Asus support i came up with a support page that asked me to first send fault details to an email address [email protected] is this right i thought Asus had uk support.

Thanks in advance
TBag :(
 
ToxicTBag said:
Now i am not the greatest when it comes to surfing the net so when i looked up Asus support i came up with a support page that asked me to first send fault details to an email address [email protected] is this right i thought Asus had uk support.

Thanks in advance
TBag :(
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i'm afraid Asus's UK RMA support has indeed evaporated, there RMA process is pretty atrocious these days, hence our "friend" AsusRep is no where to be seen. so be warned, some folk have been known to wait in excess of a month for there mobo RMA's to be dealt with. :(

best of luck with your RMA fella.
 
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