Not 100% certain this is the right place for this thread, so if it isn't, well then mods, feel free to move it or close it or whatever.
So my motherboard got fried about a month ago now. At the time, I was still covered by the store's 15 day warranty, so I brought it to them, and they said "we'll take care of it". Now, where I am, and assuming Asus isn't lying about their guarantee for a max of 5 days for a turnaround, it only takes 7 business days to get something fixed (1 day to ship there, 1 day to ship back). So after a week or so, I sent an email asking for an update. I get a response that their technicians are overloaded with work. The next day, I get an email back with the same information I told them when I brought the machine in: that the motherboard was fried.
It's been 21 business days (counting the week where they pretty much did nothing) and only now the store has shipped it. Apparently they had to fight to get the RMA number because the problem was caused by a surge.
Well, while Asus' warranty information is lacking, it does say it covers power issues. Wouldn't a surge be considered a power issue?
In all honesty, I think the store is trying to cover itself after I sent a rather vehement email. I was extremely critical, pointing out all the faults in their service. Still, I was civil, not a swear word or spelling error or anything typical of "1337 speak" type people. Their response was that they did everything in their power and that Asus is the one at fault here for how long my RMA is taking. I've told the store repeatedly that Asus is extremely well known both for its fast turnarounds, and for being able to get you an RMA number extremely quickly when calling by phone. I get the feeling that the store used email, hence why it took 3 weeks. Still, they refuse to admit to being lazy or doing anything incorrectly and blame all the delays on Asus.
I even questioned their 15 day warranty. If all it is good for is so that I don't pay shipping for the RMA, but causes it to take over 3x the time it should take, then it seems to me to be a completely useless service, offering really nothing extra for the customer except for more time to wait without the product. I also told them that I expected them to replace my part, not take forever to do something I could have done in less than a quarter of the time they took.
This is basically the email they sent. Yes, I called their service garbage. That was about as directly insulting as I got in my complaint email. I also threatened to actively warn people away from their store, pointing out that I used to be in programming and am currently in 3D animation, so the number of people I know that would need a good computer store in the city is quite high.
When I do go pick up the computer, I will definitely complain, and bring along proof of the 5 day turnaround and the 1 day shipping statements I made. I can't actually prove the time to get an RMA number from Asus, but I will ask the store beforehand whether they did the RMA through email or phone, as a phone RMA can't possibly take 3-4 weeks to complete.
Also, my motherboard (R3E) almost certainly qualifies for Advanced RMA, so I can even question why they didn't do that, or at least use it in my case that the store has bad service. I mean, with Advanced RMA, I can literally have the board in 2-3 days.
What are your thoughts on the issue? Is Asus at fault or is the store trying to avoid responsibility? Would a power surge be covered by the warranty? If not, why would it not be classified as a power issue?
Needless to say, no matter what the store does/says, I WILL not be shopping there again, I will not be recommending them, and I will definitely be warning people against them. I will also handle all RMAs myself, as I KNOW I can get them done faster than this.
So my motherboard got fried about a month ago now. At the time, I was still covered by the store's 15 day warranty, so I brought it to them, and they said "we'll take care of it". Now, where I am, and assuming Asus isn't lying about their guarantee for a max of 5 days for a turnaround, it only takes 7 business days to get something fixed (1 day to ship there, 1 day to ship back). So after a week or so, I sent an email asking for an update. I get a response that their technicians are overloaded with work. The next day, I get an email back with the same information I told them when I brought the machine in: that the motherboard was fried.
It's been 21 business days (counting the week where they pretty much did nothing) and only now the store has shipped it. Apparently they had to fight to get the RMA number because the problem was caused by a surge.
Well, while Asus' warranty information is lacking, it does say it covers power issues. Wouldn't a surge be considered a power issue?
In all honesty, I think the store is trying to cover itself after I sent a rather vehement email. I was extremely critical, pointing out all the faults in their service. Still, I was civil, not a swear word or spelling error or anything typical of "1337 speak" type people. Their response was that they did everything in their power and that Asus is the one at fault here for how long my RMA is taking. I've told the store repeatedly that Asus is extremely well known both for its fast turnarounds, and for being able to get you an RMA number extremely quickly when calling by phone. I get the feeling that the store used email, hence why it took 3 weeks. Still, they refuse to admit to being lazy or doing anything incorrectly and blame all the delays on Asus.
I even questioned their 15 day warranty. If all it is good for is so that I don't pay shipping for the RMA, but causes it to take over 3x the time it should take, then it seems to me to be a completely useless service, offering really nothing extra for the customer except for more time to wait without the product. I also told them that I expected them to replace my part, not take forever to do something I could have done in less than a quarter of the time they took.
This is basically the email they sent. Yes, I called their service garbage. That was about as directly insulting as I got in my complaint email. I also threatened to actively warn people away from their store, pointing out that I used to be in programming and am currently in 3D animation, so the number of people I know that would need a good computer store in the city is quite high.
When I do go pick up the computer, I will definitely complain, and bring along proof of the 5 day turnaround and the 1 day shipping statements I made. I can't actually prove the time to get an RMA number from Asus, but I will ask the store beforehand whether they did the RMA through email or phone, as a phone RMA can't possibly take 3-4 weeks to complete.
Also, my motherboard (R3E) almost certainly qualifies for Advanced RMA, so I can even question why they didn't do that, or at least use it in my case that the store has bad service. I mean, with Advanced RMA, I can literally have the board in 2-3 days.
What are your thoughts on the issue? Is Asus at fault or is the store trying to avoid responsibility? Would a power surge be covered by the warranty? If not, why would it not be classified as a power issue?
Needless to say, no matter what the store does/says, I WILL not be shopping there again, I will not be recommending them, and I will definitely be warning people against them. I will also handle all RMAs myself, as I KNOW I can get them done faster than this.
