Typical Asus RMA turnaround time?

kissenger

kissenger

kissenger

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My Asus Gene-Z/G3 motherboard broke in mid-December and I've been having a nightmare trying to get an RMA sorted with Asus. The retailer I'm dealing with (I usually buy my stuff from OCUK but not on this occasion) took receipt of my motherboard 6 weeks ago today. Apparently they tested it, confirmed it's broke and sent it to Asus.

But Asus sent it back to them because they said it was out of warranty (I did only have around 1 week of warranty left when I started the RMA, but as far as I'm concerned it doesn't matter if you have a week or a year left, if it's in warranty, it's in warranty), so who the hell knows what's going on now. I just really want it sorted because it's already been 6 weeks without a PC and I'm sick of using my 13 inch Macbook to do work.

Anyone had any experience with an Asus RMA? How long did it take?
 
Usually takes around 28 days. You should have sent it to asus directly. Leaving it a week is a bit tight so unless you have solid proof when they confirmed it failed before the warenty ran out then I doubt you will get a replacement.
 
He couldn't send it directly to Asus as rma's have to be done through the retailer he got it from. I fear this may now turn into a nightmare. Asus customer support is severely lacking and as they have already sent it back saying it's out of warranty you are going to have a major problem getting it replaced. I think the best bet is to keep at the retailer as long as they recieved it before the 3 years were up.
 
pastymuncher said:
He couldn't send it directly to Asus as rma's have to be done through the retailer he got it from. I fear this may now turn into a nightmare. Asus customer support is severely lacking and as they have already sent it back saying it's out of warranty you are going to have a major problem getting it replaced. I think the best bet is to keep at the retailer as long as they recieved it before the 3 years were up.
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Must agree with this, my fairly recent experience was atrocious tbh.
 
I did call the retailer and they didn't hint at any problem on their end. As far as they're concerned they got it back faulty within warranty. It just seems mad that Asus would then send it back knowing that.
 
RMA's have to be done through the retailer for the whole period of the warranty. Asus doesn't want anything to do with us peasants.
 
I had to rma my asus motherboard to ocuk (it was about 2 mnths old- although not used until a few days before I found it had to go back). Ocuk have returned it to Asus for repair/replace and they advised that it could take up to 28 WORKING days, before it is sorted.
Decided that I was not going to wait 6 weeks or more so have bought and am running a msi board.
Will decide what to do with the Asus board when it is returned.
Very disappointed with quality of Asus board and the wait time is horrendous.
Will be looking fir products that have a uk repair/rma address from now on.
 
Well I'm still waiting on my Asus RMA. It's been nearly 7 weeks now.

I've not had to return an Asus product before and was very keen on their stuff. Bought a Gene-Z Z68 board, 2 GPUs (GTX 570, GTX 560 Ti), a Xonar STX soundcard and a PQ248 monitor of theirs in recent years, but this will be the last time. Not buying Asus again if this is what happens when something goes wrong.
 
Made a thread about my board below , mine will have been 28'days since ocuk dispatched it Monday .longer since I've been without it . I'm not impressed with the turnaround time from asus . 250 quid board goes bang within 3 weeks .. They've had my board longer then I have .
 
The company I'm dealing with (not OCUK) still haven't told me when I can expect to receive my replacement. Is there a legal time limit they're supposed to stick to with things like this?

I started the RMA over 7 weeks ago and they did their initial test nearly 6 weeks ago to confirm the fault.

Their website says they 'aim to' send a replacement out within 3-5 days but I suppose my motherboard is out of stock so that complicates things.
 
kissenger said:
The company I'm dealing with (not OCUK) still haven't told me when I can expect to receive my replacement. Is there a legal time limit they're supposed to stick to with things like this?

I started the RMA over 7 weeks ago and they did their initial test nearly 6 weeks ago to confirm the fault.

Their website says they 'aim to' send a replacement out within 3-5 days but I suppose my motherboard is out of stock so that complicates things.
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I don't think there's a legal limit as such, just the phrase a 'reasonable amount of time' unless there's a specific time frame in the warranty details.

Its up to the retailer to change the part, any problem due to Asus is between the retailer and Asus not you.

Tell the retailer (plus a copy in writing) they've had a reasonable amount of time, you want a replacement board or refund, they have 7 days or small claims court action will ensue, tell them end of conversation walk out of shop.
 
pastymuncher said:
Then they should offer you a suitable alternative of equivalent or better spec.
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One of their guys said they would send me a better version of the board I have (i.e., a Z77 Rog board or similar) if it wasn't sorted early this week, but then when I called again a different guy said they didn't have anything. Then he sent me an email later offering me some crap budget Z68 board so I turned it down.

I will probably do what lude said if I don't hear from then by Monday. I.e., start small claims proceding.
 
They are not allowed to offer you anything that put's you in a worse position. A replacement has to be equal to or better than the faulty item.
 
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