Here is Asus' idea of warranty

Here is Asus idea of a proper RMA.

I got an A8N-SLI Premium which did hang on heavy disk I/O. Probably a broken southbridge or somesuch.

No big deal, get RMA online (#EK632688), get exchange.

However, the board that they now sent me looked like this:

http://www.cons.org/tmp/asus-rma/asus-rma-board.jpg

As you can see there is some fluid residue on the PCB between and around the RAM slots and the first PCIe slot. Not surprisingly, this board didn't work right either. It doesn't run memory anywhere near specified speed.

So I try to get a second RMA.

No go, RMA refused because I already got one. Email from rma@asus.com says that I need to contact the RMA department. Duh. Rma@asus.com is not the RMA department? In any case, three emails asking for a phone number remain unanswered.

I found the number on the web and I spare you the details of that call, but they gave me everything. Support says I need to talk to RMA, RMA says I need to talk to support, first level support says I need to second level support. All the whole I am being treated unfriendly and get force-connected, which I think isn't much better than hanging up.

I finally get a second RMA.

However, they did not use the error description that I gave on the website. They insisted on writing something down on the phone. Big mistake, as I will see later.

A few weeks later I get the return from the second RMA.

Here's what it looks like:

http://www.cons.org/tmp/asus-rma/asus-rma-board.jpg

Looks familiar?

Right, same board. They returned it after flashing the BIOS (never mind the fact it already had the newest BIOS, which I can prove from the original RMA statement which mentions the BIOS number.

Here's the piece of paper.

The error description I have was: "the board has some fluid or chemical residue on the back of the PCB between RAM and PCIe slot. It doesn't run RAM at specified speed".

Here's what the phone dude made out of it and then what the RMA people did about the problem.

http://www.cons.org/tmp/asus-rma/asus-rma-paper.jpg

So, let's leave aside that the fluid residue is not going to go away from a BIOS flash.

These people in second-level support of Asus' mainboard division do not know what a PCB is. They also seem to have difficulty telling PCIe from USB.

The guy who did the actual RMA seems to be very well trained and seem to have inspected the board very closely :rolleyes:

WOW that sucks man!!! The 2nd level guy is a F#$Cktard!

Thank god for Instant Replacement plan's at local retail stores and friends that can hook you up with store cost for the item's that you want. That way you get the same pricing that the internet has and a local instant replacement that allows you to even upgrade a product for free, well if you know how to work it right. Here is a real example at compusa...

- 6800GT bought 1.5 years ago for $320 w/2y TAP($40)
- Swapped out 6800GT for 7800GT for free w/2yr TAP about 3 months ago
- Swapped out 7800GT for x1900xtx w/ 2yr TAP and payed $200 difference.

pwnage


:(

Did you another RMA ? Thats stories that makes hard to sleep... :slapass:

Quote:

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Originally Posted by ^don.k's^

Did you another RMA ? Thats stories that makes hard to sleep... :slapass:

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Well, I cannot do electronic RMA.

To get a RMA that is not your first (it's my third because I "broke" 3 boards now :rolleyes: ) the RMA department demands that you first talk to second-level support. Second-level support you cannot reach directly, only through first-level support.

So I have to call:

• First-level support, convince them that I have to talk to second-level. They might waive me off saying I am just too stupid and it's my fault.
  
• Second-level support, convince them that the board is broken. They refused to look at the pictures on my website that I placed for them showing the residue and as you see, they don't know what a PCB board is in first place (the sentense on the above form is my second level guy from last time).
  
• Then call the RMAs, convince them to give me a RMA
  
• And even if I get through this there is no guarantee that I don't either get another BIOS flash to remove the chemicals or else that they send me another broken other customer return board

You see, talking to every single one of these departments (and last time I had to talk to 5 people since nobody could explain the above procedure to me) is a hassle. They are unfriendly, they force-connect you, they don't know anything about computers, they don't identify themself with names (as you can see, the RMA form also misses names, not even the approved signature is there).

Last but not least the online RMA status page at
http://rma.asus.com/enduser/endUser.aspx
demands that you enter your "Customer Code". They never have me such a thing. Then I asked them about it they said I can use my real name. The field in the HTMl form doesn't even take as many characters as my name name :rolleyes:

I consider threatening legal action, but in most cases such problems go up to whoever opens letters to their address and they ignore them easily.

Damn... that sucks man. Everytime i've RMA'ed an Asus product i got it back quick and with a perfect working product. Sorry to hear about the misfortune.


.... reminds me of the service department at my local Mitsubishi dealer.

Danm that sucks.

Quote:

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Originally Posted by uOpt

So I have to call:

• First-level support, convince them that I have to talk to second-level. They might waive me off saying I am just too stupid and it's my fault.
  
• Second-level support, convince them that the board is broken. They refused to look at the pictures on my website that I placed for them showing the residue and as you see, they don't know what a PCB board is in first place (the sentense on the above form is my second level guy from last time).
  
• Then call the RMAs, convince them to give me a RMA
  
• And even if I get through this there is no guarantee that I don't either get another BIOS flash to remove the chemicals or else that they send me another broken other customer return board

You see, talking to every single one of these departments (and last time I had to talk to 5 people since nobody could explain the above procedure to me) is a hassle. They are unfriendly, they force-connect you, they don't know anything about computers, they don't identify themself with names (as you can see, the RMA form also misses names, not even the approved signature is there).

---

Well, I was wrong.

Instead of the steps above I now had to connect to a special guy for 3rd-time RMAers, people like me who can't get computers to run, right?

Anyway, I got another board now. I didn't try it yet. Clearly a used board, too, but who knows, maybe it actually works.

Since when did they start giving back refurbished motherboards? I did have one incident in which they shipped me the motherboard just in a box and it was crushed beyond being usable. They resent me another one and that one came fine.

The only satisfaction you can get from this is to keep pounding the bad boards back to them and get pics of all the boards as you receive them and keep a history of what went on..Then send one copy to Asus North America, one to Asus International and leave a comment somthing like if I can't get any satisfaction this time my next send of this is to every states attorney general. Failure to honor a warranty is a federal offense since the lemon laws of the 60's-70's??
Maybe send a invoice with it for your time for everything beyond the first attempt. IE: Be the squeaky wheel.
Good Luck!

Thats a real horror story uOpt, I hope you can get it sorted

Too bad you cant get your hands down the phone to strangle a few of these tards :slapass:

Dude, I know you love the board and all but you really need to stop drooling all over the back of it when your installing it in your case!:shakes: lol jk, sorry about all the hell you have been threw and back.

Quote:

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Originally Posted by Nocturnal

Since when did they start giving back refurbished motherboards? I did have one incident in which they shipped me the motherboard just in a box and it was crushed beyond being usable. They resent me another one and that one came fine.

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To my knowledge all consumer level mainboard vendors send out used boards for RMA exchanges. The number of boards that come in that are actually broken is just too low. DFI claims 3% which is probably a lie but interesting nontheless. With that many working boards in house not sending them out would be a waste.

Now, the real question is why doesn't Asus actually test one customer's return before sending it to another. I wonder who'll get my bathed board now :)

If you don't like that you'd have to go Tyan or Supermicro. Or rely on your online shop to give you a RMA guarantee that says you get a new board off the shelf.

Packaging was OK on all my Asus returns. Still haven't powered up the "new" board I got.

I think mushkin does the same thing, as nearly none of my RMA returns have lived past two weeks...

:(

o.o I was just about to order my new asus x1900xt video card in a couple of days...... now im... not so ease with that idea.

Wow man, sorry to hear about that. :(

I've had good luck with all RMA's I've done, Crucial's RMA'ing being the fastest. (They ship u back new ram too, not refurb).

Never has luck with ASUS RMA's...only when chipset fan died on A8N SLi did I even get an RMA. the rest i got nothing from...they took two x800xt's from me tho, and have sent NOTHING back.

I had a Soyo, back in the day, that took a month and a half to get back to me. It was the same board I sent and was still broke. Shortly there after they went under. I'm glad other people won't have to deal with their terrible support. On top of this I had to call a local California number (from TX) and talk to a boater that I couldn't understand.

The only company I've had good RMA experiences with is Corsair. Less than two weeks round trip RMA (TX to CA and back) and they send brand new replacements, not refurbished bull crap. The only reason I believe I had to RMA my RAM in the first place was because I bought my PC3200 back when PC2700 was just JEDEC certified. So after I got a new stick I haven't had a problem in over two years.

eVGA's RMA service also rocks.

They charge you big bucks for the return shipping, $16 off a credit card for shipping a product back that they screwed up in first place. And you only payed $4 shipping when you bought it.

But still, it's worth it. New item (as far as I can see) and very fast turnaround and no questions asked as to the burnmarks (cough, cough).

Good experience with Mushkin and got new stuff. That was professional (ECC reg) RAM which might have different policies.

bad asus, bad!

Just as an update, although the board I got in the end tested allright (memory and CPU would run at specified speed) I have only now tried to put this thing into a permanently running machine and failed.

There is some kind of noise coming from the battery area. It is there even when the board is powered off and just has the battery. Removing the battery silences it. It is kind of a "static chatter", like little discharges about 10 times a second. It's bad enough that I can't use it for the fileserver I planned it for, much louder than even the Zalman 7700Cu I put on there.

Any idea what this could be?

Quote:

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Originally Posted by uOpt

Just as an update, although the board I got in the end tested allright (memory and CPU would run at specified speed) I have only now tried to put this thing into a permanently running machine and failed.

There is some kind of noise coming from the battery area. It is there even when the board is powered off and just has the battery. Removing the battery silences it. It is kind of a "static chatter", like little discharges about 10 times a second. It's bad enough that I can't use it for the fileserver I planned it for, much louder than even the Zalman 7700Cu I put on there.

Any idea what this could be?

---

Maybe the battery is loose in that socket, a wedge of something to make it "tighter"
If your just going to use it for a fileserver I have a SM X5DAE w/2-2400/512/533's and 2-1 gig PC2100 ECC REG that should take care of your needs..
It's yours if you want it..

Sounds like another RMA to me :rolleyes:


Can you possibly confine the noise to a single component and post back here please with a picture ???

looks like u get the sh|t in and got the dirt back .. that sux

Makes my stomach turn....

Asus is doing you a major dirty!!

You may need to kick into Balisticks mode, ask for a Service manager?

Your initial post was on 6/14 too. OMFG no way!!!

That is a half a year ago.

Everyone, if you could please take down the names of these tech-tards and try to post them in one spot here at XS. I know if I need to talk to ASUS ill look at that list and request not to talk to any of them (if that list doesn’t include all of them) and hope that their managers catch on that their being unpreferre

Quote:

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Originally Posted by uOpt

To my knowledge all consumer level mainboard vendors send out used boards for RMA exchanges. The number of boards that come in that are actually broken is just too low. DFI claims 3% which is probably a lie but interesting nontheless. With that many working boards in house not sending them out would be a waste.

Now, the real question is why doesn't Asus actually test one customer's return before sending it to another. I wonder who'll get my bathed board now :)

If you don't like that you'd have to go Tyan or Supermicro. Or rely on your online shop to give you a RMA guarantee that says you get a new board off the shelf.

Packaging was OK on all my Asus returns. Still haven't powered up the "new" board I got.

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I don't mind getting a refurbed part RMA's but they need to make 100,1% sure it IS actually working !!
My story :
HP Pc was very unstable . They had to change the memory , cpu (twice) , motherboard , harddisk (twice) , sata cables , dvd drive , psu , and 3 times new recovery disk sets . And this all ON SITE (4 times a "technician"). I told them to take the pc and get me a new one . They take the pc back . Then I get a guy on the phone and sais the memory was faulty (which actually was an RMA'd stick from HP themselves) .
Ok I lost a lot of time , but they lost a lot of money on that 1 bad stick :)


But after reading your story Asus support looks really awful :(

after reading that i'm glad none of my asus products failed yet...

sounds like a case where you have to threaten them with the media.... they fear the media more than some fine of a court in a country far away.

so far form my experience its pretty much gambling if you get good support with companies...

bad experience:
Geil, took forever, they shipped wrong part, then took forever again, when i finally got what they should have shipped the first time i had allready bought something else... (form a different company)
Acer, need i say more? (their support guys are the "whats a computer?" type...)

good.. (yes.. they deserve to be mentioned as well...)
Intel, fast and hassle free..
Corsair, fast and hassle free
Ocz, no new wr in speed, but otherwise was good.

Reading the whole thread, just thought I would share my bad experience with Asus' crappy RMA and Customer Service too.

My Asus 1900xt card started was crashing in all my games so I requested a RMA. First they made me wait for 10 business days to decide the card cant be repaired and they gonna upgrade me to a 1900xtx. I agreed to the upgrade but it took them another whole week to actually ship out the card to me. When I tried calling them couple of times, they told me its ready to be shipped and waiting to be picked up Fedex, and there is nothing they can do about it!! It took about a month overall to get my replacement and the this is not the worst part.

The replacement card they shipped me turn out to be broken and my Mobo wont even POST! :( So I call them again and I am told that I will have to go thru the RMA process again but the turnaround be would be ultrafast fast 5 business days since this my 2nd RMA.

Today, its been 22 business days and exact one month since UPS delivered the 2nd card to their warehouse and they still dont have an update as to whats going on. I called to them again to check on the status and they told me that all they can do is email the technician working on my card to get an update!!

So, almost 2 1/2 months since I shipped out my original card and still waiting.

Things like this pisses me off, like a company as big as asus is going to lose money on giving you a new motherboard. They probbably spend more money on saluary for the ones that gives you support there.

Stuff like this makes me want to go on youtube make a movie, make everyone call asus and tell them that you ARE getting a new motherboard. No ways around.

Companies PISSES MI THE F.C.U.K off

that sux man. this board was brand-new, wasn't it? can't you rma them to the shop you bought them from?

Quote:

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Originally Posted by Movieman

Maybe the battery is loose in that socket, a wedge of something to make it "tighter"
If your just going to use it for a fileserver I have a SM X5DAE w/2-2400/512/533's and 2-1 gig PC2100 ECC REG that should take care of your needs..
It's yours if you want it..

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No, I re-seated the battery many times.

If I don't overclock this thing I could run it without battery since my OS startup sets the time via NTP every time anyway. But come on, how hard can it be? I'm so stupid, I noticed this when I received the board but didn't think this would be an issue once this thing goes "live".

The problem with getting a new board is that I have tons of unreg DDR that want to be used, and more dual-core 939 Opterons than I need (hey some clocked well :)). But I might consider your combo anyway.

Quote:

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Originally Posted by uOpt

No, I re-seated the battery many times.

If I don't overclock this thing I could run it without battery since my OS startup sets the time via NTP every time anyway. But come on, how hard can it be? I'm so stupid, I noticed this when I received the board but didn't think this would be an issue once this thing goes "live".

The problem with getting a new board is that I have tons of unreg DDR that want to be used, and more dual-core 939 Opterons than I need (hey some clocked well :)). But I might consider your combo anyway.

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It's yours if you want it..Not a lot of value in todays market but still reasonably usable for a file server.
X5DAE board, 2-2400/512/533 LV D1's, pair of WT HS's and 2-1 gig PC2100 ECC REG..I beleive they are crucial..
I only took it down as I was moving into more electrically efficient systems.
No issues with that board ever. I bought it new from Newegg for $366.00 in 2005 I think, maybe the end of 2004

I had a similar problem with an A*Sus board as well. The front USB headers were specified to be USB 2.0 however, it only runs at USB 1.0 speeds. We tried using different front panel connectors and still it runs at USB 1.0.

So we decided to contact Asus tech support, and the Tech guy told us that in order for the USB ports to run at 2.0, we should not use the headers!

+1 to sending Asus north america and international a copy of your events. Might help to include a link to this thread to see that enthusiasts really do hear about events like this. I've never had to deal with the Asus RMA department before, but in general I've enjoyed their products.

I have an Anus barebones I sent back for RMA a few weeks back that was buggy out of the box, I'll post back here in a few months time when they send me another barebones that I'm betting will also need RMA :mad:

I wont buy ANY Anus products under any circumstances now due to bad service re mobo's and vga cards

For shame on Asus for sure, but who did you purchase the original board from?

I would hope that they are willing to stand behind their sale?

I hate to hear these horrible stories :( I hope my mobo won't die anytime soon lol

Quote:

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Originally Posted by Dawgdoc

For shame on Asus for sure, but who did you purchase the original board from?

I would hope that they are willing to stand behind their sale?

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I'm sure I newegged it but the 30 days passed before I discovered the original problem. Remember the original problem only appeared when using several SATA drives at the same time. So it went through my CPU and memory stability testing fine and then took a dump after I connected my disk array. So no more newegg exchanges and I had to deal with Asus U.S.

And since I had no idea that Asus U.S. is that bad I would have suspected that going newegg is that much of a superior solution.

I have RMA'd 7 P5N32-SLI Deluxe boards, that was the LAST time i touched a product from that company, i can also attest to the "utter crap" "non-tech" support they have... It is far from "customer" friendly.....:rolleyes:

Quote:

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Originally Posted by Dawgdoc

For shame on Asus for sure, but who did you purchase the original board from?

I would hope that they are willing to stand behind their sale?

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Well that is exactly my problem.

The retailer I bought my P5k boards from doesn't deal with Asus anymore and won't honour the 12 month warranty originally claimed. (f**ckers)

Mine is just such a s**t hit fan case, the motherboard package orioginaly didn't have the serial number sticker on it and there was no residue to suggest it was peeled off. My other P5k (I bought two Asus boards from the retailer) had the serial so I don't sense foul play on their behalf. But it just made issues so much worse. It took them 2 weeks to understand I don't have the serial, here is the invoice, give me a f**ken RMA.

Next email: Please provide a serial from your motherboard, in this location (attached is photo).

Fair enough, let's see wow, there is no attachment. So I looked all over the board and found a sticker on the bottom PCI slot facing the bottom of the case. Got a mirror and wrote it down and sent it to them. It's been almost 2 weeks and no reply. I know that the Chinese have like a factory/work shutdown thing for the beginning of the year but I would expect them to be back up and running by f***ing now. f*** sake.

If I ever do get the RMA process started off, I am for sure going to request a P5K Premium and just hope... I know the Deluxe is not in production and chances of them sending an EOL dud to me seems worrying.

You need to find a better store.

I have brought back some ASUS boards that needed RMA almost 15 months after they were bought...

100% Exchange..

Quote:

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Originally Posted by Nocturnal

Since when did they start giving back refurbished motherboards? I did have one incident in which they shipped me the motherboard just in a box and it was crushed beyond being usable. They resent me another one and that one came fine.

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a mnth later im still waiting for asus to reply to my dozens of emails in regards to the faulty board i sent in.
the only time i did get to talk to one gy he said that they wont replace motherboards with new ones. u get used boards and he said theres no garauntee it will work well.
he also hung up on me and was rude.
ive never experienced such bad aftersales support with any company . these gys are pathetic.
really something needs to be done.that suggestion of sending this link and the pics in to there head office is a great idea imo.

I used to respect asus and thought they were a good brand.

Untill now.

In the future I am only going to buy abit boards as they have a europe support forum at hexus.

MSI are quite bad. I posted on their user to user forums that I cant set my TRAS to 5 as my board has a minimum of 9 and they literally said 'dont use pre overclocked ram, only use Jdec standard'

Technical support wanted me to provide a number on my last PCI slot before helping with this, which I cant get without removing my board from my case!

Abit support just about every enthusiast ram. I will buy Abit next time.

In regards to all you folks that have got the shaft from Asus; I have to say this kind of s**t sickens me. It really makes me mad that they did this to you all. You all should get together and make a small video (one each your own) and stick it on you tube, that way it has a global reach and then I would send this to Corporate.

Don't forget how powerful the internet is.

There is one poster in this thread (sorry but I don't remember his name) said he had sent in two vid cards and has never recieved anything back and one person said Asus don't give new products back, only used. I hope that this is a good indication for people not to buy anything from them period.

These people need to hung in the town square for others to see:clap: :clap:

Quote:

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Originally Posted by Rilla927

There is one poster in this thread (sorry but I don't remember his name) said he had sent in two vid cards and has never recieved anything back and one person said Asus don't give new products back, only used. I hope that this is a good indication for people not to buy anything from them period.

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All vendors of cheap motherboards (non-server boards for unregistered RAM) send you used boards as RMA replacements. All of them.

The difference is that Asus doesn't seem to test them for the errors reported, they only seem to test "posts or does not post".

That leads to my board which is reported as having broken e.g. P-ATA only being tested for "posts or not", but not for broken P-ATA. So it gets labeled as "idiot sent in a working board he couldn't make run" and it goes into the RMA pool. If you are lucky they do a BIOS flash.

Then you, who sent in a similar broken board to Asus, get my former board with broken P-ATA, and you'll never know until it's too late if you don't try P-ATA devices right away.

Other vendors than Asus do at least test the reported error condition. So while you get a board that somebody else sent in as broken, there is a high chance that this was actually a moron who couldn't make it work.

If you used your credit card for the purchase, try giving them a call. I have gone through a return nightmare in the past, and I called the credit card company out of desperation. They promptly took over, because I had NOT received a working product. The process was 3 steps.

1. Send supporting pictures, as they requested
2. Send item back, with an RMA number that the CC company obtained for me
3. Full refund.

Credit card companies guarantee your purchases, and it seems that nobody wants to fight with them. They're on your side, and they may be able to help you fix this mess. It's obvious that you didn't get a working product that you paid for. Having the pictures is a big help, although both pictures in this thread appear to be the same one. They'll tell you exactly what you need for pictures if you plan to pursue this route.

I've been lurking a long time, and this is my first post. Please take the time to call the 1-800 number on your card, if you did in fact pay with a credit card.

regards,

-Rob

my first and last dealing's with asus for RMA's....

the retention bracket on my crosshair had broken off when i was using the freezer64 pro on it, i had called asus to see if I could get a replacement and they said that they wouldn't warranty it because "it would never break with a stock cooler attached" and for that reason they weren't going to offer me a replacement. At that point I asked to speak to a supervisor or manager and he was very rude on the phone and basically told me the same thing and then ended up hanging up on me because I asked to speak to his manager because I had spent roughly 250$ on a motherboard (that wasn't even a year old yet) and I didn't see that being acceptable that they wouldn't do anything regarding such a simple piece..

I used to stick with ASUS for the majority of my builds as they were solid(have 7 asus mobo's in my home, and many others built for client's).. for a 15 minute phone call that should've been a simple call turned around my purchasing decisions for every other computer I'll build in the future now

Quote:

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Originally Posted by R3d

my first and last dealing's with asus for RMA's....

the retention bracket on my crosshair had broken off when i was using the freezer64 pro on it, i had called asus to see if I could get a replacement and they said that they wouldn't warranty it because "it would never break with a stock cooler attached" and for that reason they weren't going to offer me a replacement. At that point I asked to speak to a supervisor or manager and he was very rude on the phone and basically told me the same thing and then ended up hanging up on me because I asked to speak to his manager because I had spent roughly 250$ on a motherboard (that wasn't even a year old yet) and I didn't see that being acceptable that they wouldn't do anything regarding such a simple piece..

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I talked to the same guy it seems.

I wonder what happens if we let Asus U.S. (the company, not the service guys) know that their service department hangs up on people who want to talk to supervisors. Certified letters, each one of us.

Sorry a little OT, but is there an email address or phone number where I can actually get a hold of their RMA department? rma@asus.com never gets a response.

wow after reading this post from 2006 I recently recieved a p5n32-e mobo with some kind of liquid in the back too, it was all dry but hell......wtf it was all withish as if the rma guy was j@$%#ing on it, sent it back cause had the same problem got back one with hairs :S:S:S near the cpu socket and couple of bent pins....shame on asus

I have received an ASUS rma board of a p5n-e sli that had white residue on it (which broke only days after receiving it)

I also a have a friend who has had a similar ASUS experience

http://www.youtube.com/watch?v=dLlIp1EBkn0

Damn, that sucks!! I am so glad I can work these things out with my retailer... Yes, I'm using my 3rd Striker Extreme right now, but I was done in a single day.

Keep sending those boards back... Good luck!

im not pointing fingers, or accusing anyone

id simply like to mention that the 2 motherboard pictures of before and after shipment are infact the same picture... it would be nice if you actually took a picture before sending and after sending and have 2 different pictures to show us...

you can tell its the same picture because the anti static bag reflects in the exact same spots... just look at it

Quote:

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Originally Posted by Lev

im not pointing fingers, or accusing anyone

id simply like to mention that the 2 motherboard pictures of before and after shipment are infact the same picture... it would be nice if you actually took a picture before sending and after sending and have 2 different pictures to show us...

you can tell its the same picture because the anti static bag reflects in the exact same spots... just look at it

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Maybe he didn't want to waste his energy because the motherboard looked exactly the same. Why you want to see different perspectives ? :wierd:

Only took half a month to get my account activated manually. :down: Thank you seriously though to the mod who so kindly did.

Back to the topic...

Summer 06 I purchased an Asus SLI-32 socket 939 board. I was greatly upset that Gigabyte jumped on the AM2 wagon. I was trying to afford the jump from AGP to PCI-E which meant not only buying a new card but a new motherboard. Jumping to new RAM as a person who never purchased a whole system was out of the question.

So I wanted to setup RAID with the new system. I have not gotten RAID to work on any nForce4 motherboard (I've had five or six now). Any way the Asus board I purchased from Newegg would not work with Raid if USB was enabled or vice versa. You could imagine how pissed off I was.

So I RMAed the new $180 motherboard to ASUS.

Got back a used board with a bent PCB corner.

So I was pretty pissed and tried it out just wondering if it would work and it did though it had the exact same problem.

I already spent hours on the phone with Asus techs so we did the whole 9 yards.

So I RMAed the used board and received a second used board this time with the dried sperm on the north bridge.

I called Asus none to happy about getting back two used motherboard the second with dried sperm on the north bridge.

I don't care if it is or isn't I'm going to call it dried sperm on the north bridge!

The main point was that they are replacing new and expensive motherboards with used boards! That is unquestionably unacceptable.

I wanted to share the story here after johnaiton on YouTube sent me the link. I posted a video on my channel. Just look up 'Asus RMA', you'll find it easily.

- John

I've tried to get support from a couple asus motherboards, and those are the last ones ill buy.
Asus tech support is horrendous, and customer service is non existent.

As a satisfied evga user, the comparison is night and day, stick with companies who care about their customers.

Quote:

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Originally Posted by JAB Creations

I don't care if it is or isn't I'm going to call it dried sperm on the north bridge!
- John

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:rofl: :welcome:

I had an Asus A8V Deluxe fail on me, I tried numerous times to get through to their RMA dept in the UK & in the end I just gave up & bought a new motherboard. :down:

I have read recently from people doing RMA's here in the UK that you have to wait around 6-8 weeks for it to get sorted out & replaced which I think is totally unacceptable, also the fact the motherboard gets shipped abroad.. :down:

I wont use Asus ever again, especially now they have soldered on bios chips if you have a bios update fail it means you have to RMA the motherboard. :down:

Considering Asus are supposed to be one of the main Tier 1 motherboard manufacturers they dont give a crap about the end users! :down:

I hate when I get dried sperm all over everything.

SKOINK!!! hehe :)

Asus idea of warranty?

Dont reply to emails since late December and leave a customer with a defective revision.

id just like to say , that i agree asus support is terrible. but in my case i was wrong to expect asus to replace my board or offer support.
i ended up having to go threw small claims court to get my money back. what i learnt was its not the manufacters responsiblity its the retailers.
and the retailer was forced to pay my money back. yahooo! after months of them refusing to pay , it was so good going in there and laughing at them as they payed my money back.
all im saying , is if the manufacture wont help u , maybe try legal avenues, and first try the retailer.

WOW! I've never had any problems with my ASUS boards, rock solid. But terrible support like this makes me want to stay away.


What manufacturer has good support and good boards too? ASUS/DFI level of reliability.

Long story short: 3 different P5N32-E boards, RMAed 5 times in total, making it about 3 month without a mobo. I got the same board 2 times, with a paper signed by some technician saying it's A NEW unused product. they broke PCI-E retention clip in process, then claimed I broke it and since it was mechanical failure they wont accept the RMA. Lucky thing I had detailed pictures of that board prior to RMA, even with serial number visible.

Been using Gigabyte ever since, only had one problem - integrated LAN firmware got corrupted, I emailed Gigabyte support about that, they contacted me with some Marvell technician who made an ISO for me to boot from, with autoexecing flash program. It only took 2 hours or something about that.

ASUS :down:

The white residue people are talking about is from the repairs on the rear of the boards.

Its simply some solvent kind of crap.

I am seriously contemplating a DFI for my next upgrade. I've had nothing but trouble with RMA's asus products in the past. Sometimes taking 2-3 months.

Asus are making great boards from factory, but after that the support really seems to be laking.

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Originally Posted by lowfat

Sorry a little OT, but is there an email address or phone number where I can actually get a hold of their RMA department? rma@asus.com never gets a response.

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510-739-3777

I have it memorized, you can guess why :rolleyes: And I wouldn't bother contacting Asus NA/Intl., they don't care, I CC'd a long email to nearly every email on their site (including the head of PR) and didn't receive a single response, I did get a follow up customer service survey call (4mos. after the 1st RMA) and I still haven't heard back from that.




Running an Asus P5E WS right now simply because it was the only enthusiast intel chipset mobo with a PCIx slot, that I could find, but if someone wants to key me in on another s775 p35/x38/x48 overclocking mobo with a PCIx slot I'd be happy to jump ship :D

Quote:

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Originally Posted by Lev

im not pointing fingers, or accusing anyone

id simply like to mention that the 2 motherboard pictures of before and after shipment are infact the same picture... it would be nice if you actually took a picture before sending and after sending and have 2 different pictures to show us...

you can tell its the same picture because the anti static bag reflects in the exact same spots... just look at it

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Old post but yes, I simply didn't bother to take new photos of the same board. Asus took it back because of the residue on the second attempt.

I'm still stuck with the board they sent me after that that makes this high-pitch noise when the battery is in. Didn't go away with a new battery. The board is now a basement server since the noise is bad enough that my wife won't have me have a machine with that board in our study.