Well to update on my RMA experience with ASUS. I sincerely hope that NOBODY has to go through what I did. To cut the story short, I still don't have a working display and the RMA I sent in arrived unusable and in worse shape than I sent it.
After going through the general hassle to file an RMA through ASUS, shipping the unit in (in it's original box and packaging) I finally receiving the unit back a process that ate 2 weeks the new unit arrived as follows. Disassembled, and with a broken ribbon cable on the base and missing the power block which I admittedly sent in along with the unit.
My first corse of action was to review the included paperwork. The packing slip listed the display, the base and tower, and the power block. The proprietary power block was nowhere to be found, the unit base was busted and disassembled. I had no way to even test if the panel would work.
The repair paperwork stated that the repair on the unit was made. What was replaced? The paperwork stated that the "bezel" was cracked and repaired. That is NOT what I sent the unit in for. The problem was clearly described with photos. Basically they took the display in, broke the base (I'm assuming because it was disassembled and the screws were included neatly in a separate ziplock bag. The tare is also such that I doubt it came off during shipping and more likely had come apart during disassembly. The fact that it was allowed to be sent as such is phenomenal in 2014!
When I called in to ASUS to ask them WTF? My first concern was that I could not test the panel to see if the display even worked since they did not send back my power block. When I mentioned the damage, the repair work conducted and the missing power block (which was included on their own packing slip)
The tech's reply word for word "Sir DID you READ? the RMA instructions? "
Completely ignoring the fact that the base was broken and the paperwork had stated that the repair was for something completely irrelevant to the original problem and the fact that their packing slip included the power block. He was of corse educating me to the fact that they tell you not to send in accessories (not sure what you'd do if your power block was the culprit lol) but regardless. The power block was the least of my concerns.
Sensing my frustration with his reply to nearly scold me regarding me sending in the power block along with the display and ignoring my concerns about the paperwork, the work done and the fact that the unit was broken I got transferred to a "supervisor". (ASUS outsources their customer support via PEGATRON in far away places btw)
After talking to the supervisor and explaining the problem. He requested photographic PROOF that the display was damaged. Again ignoring the fact that no actual internal work was conducted and nothing was repaired. He gave me an email to send in the photos. Which I did (attached below) instantly via my cell phone. I made sure that he had received them by keeping him on the phone until they arrived in his box. He said yes I got them and that I should expect a new RMA#, a new shipping label and that they would be shipping a replacement display which would include the power block to me once they receive the tracking number for the shipment. Satisfied with the reply, I concluded the call.
This was Thursday morning. By Friday night, I had not heard back. Hoping to get an email on Monday, I emailed the supervisor directly informing him that I had not received any new RMA, shipping label etc.
His reply? (Again, copy pasting here)
Asus Support said:
"We are waiting on pics for the damaged product. Or did you already send those?"
Thinking WTF? I sent him the following.
I had spoken with you specifically and had mailed the pics to you and your subordinate the day you requested them. You had (that moment) on the phone told me that you had received them. Now you don’t have them? I’m confused. You had said that you were going to issue a new RMA number and send a replacement display that would include the power block. My job was to wait for the email with RMA instructions and a shipping label. What am I missing here?
Here they are pics again.
Finally today (Tuesday) I got the following.
Asus Support said:
Let’s get that bad monitor on its way back to us so that we can close out your issue. I will be sending a shipping voucher for the return if you have not already done so. We need to have that tracking number communicated to us so that we can release the replacement. I would prefer a phone call, but an email would also be great.
Good Luck
Good LUCK is RIGHT! It looks like I'm going to need it. I received the shipping voucher. I am sending the damaged unit out today yet again. Hopefully this time I can get an actual replacement, and one that works. So far nearing a month without a display.
