Poor ASUS warranty

[PiKe]

I have a friend with a pre-built machine where the ASUS Rampage V Extreme motherboard has completely died.

However on emailing ASUS for warranty help, they suggest that the board is returned to the retailer, which would mean the entire machine would need to go back, incurring a hefty carriage charge.

Is this normal for ASUS or are they being particularly rubbish in this instance? For the price of the board, I would have expected better service than this.

 

[PiKe]

You don't understand how the industry works. You buy a motherboard, have a receipt for that motherboard, build a machine with that motherboard, the OEM (ASUS/Gigabyte/MSi etc etc) will be responsible for warranty.
You buy a built machine from a vendor such as OCUK, then the vendor handles the warranty. It's been like that for a long time. Or if you buy from a company like Dell, dell helps you. Not ASUS. ASUS have no responsibility to help you. The vendor/company that built it does.

It's like you bought a motorcycle from Aprilia that is built with a Rotax engine, and the engine blows after two weeks. Would you go to your aprilia dealer? Or would you go to Rotax? Exactly.

ASUS didn't know it was a pre-built machine, they simply said to contact the retailer once the fault finding steps were exhausted.

 

[PiKe]

I just said the board has issues, I didn't even say it was a friends or whatever, this is their official statement regarding warranty that they have quoted to me.

"ASUS do not handle the warranty process for your product directly and we advise that you contact your retailer who will support you during the full warranty period of your product and will be able to arrange a repair/replacement or refund via their distribution channels if the product is still within its warranty period."

So just generally rubbish practices that make the whole returns process an ****-ache for both the customer and retailer.

Also, I never posted in this forum, a moderated moved it, at no point did I say it was an OcUK pre-build.