Bad Support from ASUS

[udit130286]

Hello,
My sister Mrs. Namita Dhariwal had gifted me a Asus Rampage III Formula Motherboard in October 2010. It started showing defects in January 2013 so my sister sent the motherboard for RMA.

Her RMA number was USPC2B3194 & on 7th January 2013 Asus emailed her "We received your motherboard yesterday and the repair started (1-7-2013)".

She received my motherboard on 11th January 2013 but I had sent my box & accessories accidentally so my sister emailed them to ask for the return of my accessories on 15th January 2013 to that they said "Would you please prescribe the accessories you sent" so she replied on 17th January 2013 saying "I sent The box, 1 x ROG Connect Cable, 1 x 3-Way SLI Bridge, 1 x SLI Cable, 3 x 2-in-1 Sata 3.0 Gb/s cables, 1 x 2-in-1 Sata 6.0 Gb/s cable, 1 x Crossfire Cable, 1 x 2 in 1 Asus Q Connector Kit, 1 x I/O Shield, 1 x Cable Ties Pack, 1 x Optional Fan, 1 x 12-in-1 ROG Cable Label, ROG Motherboard support DVD & User Guide", On 23rd February 2013 they replied "you need to call in".

My sister called in on 23rd January 2013 & got a Credit Card Form for Accessories Return & CID Only Form from Asus to fill & fax with a Case ID of 2224908 on 24th January 2013.

Due to family issues my sister filled & sent the form on 25th February 2013 at 8am PST.

When the accessories didn't come even till 22nd March 2013 my sister called & they said "we have done anything on this case number yet" so my sister asked them to act on it asap" to that they replied "We will email you back shortly".

My sister got no email till 29th March 2013 so my sister emailed saying "My case ID is 2224908. I sent the Credit Card Form for Accessories Return on 25th February for the return of the accessories of my Rampage III Formula motherboard. I sent the following accessories The box, 1 x ROG Connect Cable, 1 x 3-Way SLI Bridge, 1 x SLI Cable, 3 x 2-in-1 Sata 3.0 Gb/s cables, 1 x 2-in-1 Sata 6.0 Gb/s cable, 1 x Crossfire Cable, 1 x 2 in 1 Asus Q Connector Kit, 1 x I/O Shield, 1 x Cable Ties Pack, 1 x Optional Fan, 1 x 12-in-1 ROG Cable Label, ROG Motherboard support DVD & User Guide. Why have I not received the accessories yet? Please update."

Till now there has been no updates.

I loved Asus but now I'm never buying Asus products again or letting anyone I know buy Asus products ever again.

Highly irresponsible & terrible service by Asus.

I'm deeply disappointed.

Thanks in advance to Asus if any help is provided by Asus after this.

Regards,
Udit.

[noidster]

I would say most of this is your fault and not ASUS' fault. You should have done the RMA yourself.

[udit130286]

I would say most of this is your fault and not ASUS' fault. You should have done the RMA yourself.

I'm in India & she in USA so I could not do it

[AMDforME]

Unfortunately most if not all of the Asian mobo makers IME, have very poor customer support. I personally stopped using Asus mobos because of their poor customer support and lack of reliability. Since there is no accountability in retail sales, don't expect any of these Asian mobo makers to provide quality customer support because I have not seen a one that does and I've dealt with all of the name brand Asian mobo makers for 20+ years.

[vario]

I wish you the best, however my recent contacts with asus were horrible at start and then become even funny .
I had few (well i have them still for the most part) problems with my mobo , my local support guy was first telling me that i want things that are just not there and never were, after long exchange of emails, i got contact with broken engrish to their mothership support, guy there was 1. telling just the opposite of the guy in my country 2.Answering questions i never asked .
None of them seem to really understand my problems or they just didnt care , none of them actually hooked up any mobo and replicated my configuration , it was all sad.Even foxconn and their slave labor were better at this, they maybe wrote to me in engrish but atleast they knew what i was asking and even got a beta bios from them once.
If anybody wants to buy asus mobo because of the DTS connect feature, i wouldnt recommend it, they advertise this feature, however as it turns out its supported only on 7 (not even mention of 8) ,and i havent been able to enable it on few diff 7 builds.On foxconn i had both dts connect and DDL enabled no prob on xp/xp64/vista and 7 .
Their support is mostly "Have you tried turning it off and on again?".
Oh and lol, when i told a guy my 4tb disk isnt recognized properly by add on controller on their mobo, guy form support send me a link to stationdrivers which was for USB controller of the same maker.Pathetic.

[KILLER_K]

The bad thing is you're not suppose to send in the accessories to begin with. As it is stated in the rma information page. So that is basically your fault there. That being said, Asus has went downhill fast these last few years. If you look at the BBB report on them, they are still having issues. I lost my faith in them when they dropped the ball on the Asus ROG Xonar Pheobus sound card. But hopefully they can get your issue squared away though.



http://www.bbb.org/greater-san-franc...emont-ca-16870

[AMDforME]

The sad part is that these mobo makers get away with such horrible customer support... because they can. If enough people stop buying their products they will eventually fix their issues or shutter the doors.

[jcniest5]

I feel sorry for those that are unfortunate. Not only that, you fail to read RMA instructions to NEVER EVER ship any accessories with any defective products. That's your fault. They plainly state that accessories won't be returned. One thing, though, can someone name a few mobo makers in the US?

[WeaponX]

EVGA, I think that's about it lol, maybe Intel?

[Gimmpy224]

I purchased an Asus laptop 6 years ago and ended up needing to go through the warranty process with it. Due to the fact that it took me nearly a week to get anything done with their service and could not understand a word most of them were saying, i have decided (and still do) to NEVER use any Asus product again.

Following this line of thinking, I also tell each customer of mine who asks about my recommendations on which products to use, I give them fair warning to avoid Asus at all costs.

[Raja@ASUS]

Hello,
My sister Mrs. Namita Dhariwal had gifted me a Asus Rampage III Formula Motherboard in October 2010. It started showing defects in January 2013 so my sister sent the motherboard for RMA.

Her RMA number was USPC2B3194 & on 7th January 2013 Asus emailed her "We received your motherboard yesterday and the repair started (1-7-2013)".

She received my motherboard on 11th January 2013 but I had sent my box & accessories accidentally so my sister emailed them to ask for the return of my accessories on 15th January 2013 to that they said "Would you please prescribe the accessories you sent" so she replied on 17th January 2013 saying "I sent The box, 1 x ROG Connect Cable, 1 x 3-Way SLI Bridge, 1 x SLI Cable, 3 x 2-in-1 Sata 3.0 Gb/s cables, 1 x 2-in-1 Sata 6.0 Gb/s cable, 1 x Crossfire Cable, 1 x 2 in 1 Asus Q Connector Kit, 1 x I/O Shield, 1 x Cable Ties Pack, 1 x Optional Fan, 1 x 12-in-1 ROG Cable Label, ROG Motherboard support DVD & User Guide", On 23rd February 2013 they replied "you need to call in".

My sister called in on 23rd January 2013 & got a Credit Card Form for Accessories Return & CID Only Form from Asus to fill & fax with a Case ID of 2224908 on 24th January 2013.

Due to family issues my sister filled & sent the form on 25th February 2013 at 8am PST.

When the accessories didn't come even till 22nd March 2013 my sister called & they said "we have done anything on this case number yet" so my sister asked them to act on it asap" to that they replied "We will email you back shortly".

My sister got no email till 29th March 2013 so my sister emailed saying "My case ID is 2224908. I sent the Credit Card Form for Accessories Return on 25th February for the return of the accessories of my Rampage III Formula motherboard. I sent the following accessories The box, 1 x ROG Connect Cable, 1 x 3-Way SLI Bridge, 1 x SLI Cable, 3 x 2-in-1 Sata 3.0 Gb/s cables, 1 x 2-in-1 Sata 6.0 Gb/s cable, 1 x Crossfire Cable, 1 x 2 in 1 Asus Q Connector Kit, 1 x I/O Shield, 1 x Cable Ties Pack, 1 x Optional Fan, 1 x 12-in-1 ROG Cable Label, ROG Motherboard support DVD & User Guide. Why have I not received the accessories yet? Please update."

Till now there has been no updates.

I loved Asus but now I'm never buying Asus products again or letting anyone I know buy Asus products ever again.

Highly irresponsible & terrible service by Asus.

I'm deeply disappointed.

Thanks in advance to Asus if any help is provided by Asus after this.

Regards,
Udit.

Our support guys are looking at this now - might be tricky locating those peripherals but they should be able to sort something out for you. Just be mindful to read the RMA instructions before sending something in.

-Raja