Bad Support from ASUS

[Udit]

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.

 

[alienware]

I stick to MSI for motherboards now. I'd only ever used one until about 18 months ago when I bought a 6970 Lightning and it packed up. They RMAd it within a week and sent me back an upgraded card.

Since then I've tried to buy as much MSI stuff as I can. I bought a Z77A G45 and I suspected that the SLI bridge was faulty. It wasn't in the end but within three days I had received two brand new SLI bridges with an apology note.

 

[alpenwasser]

I stick to MSI for motherboards now. I'd only ever used one until about 18 months ago when I bought a 6970 Lightning and it packed up. They RMAd it within a week and sent me back an upgraded card.

Since then I've tried to buy as much MSI stuff as I can. I bought a Z77A G45 and I suspected that the SLI bridge was faulty. It wasn't in the end but within three days I had received two brand new SLI bridges with an apology note.

Good to know, I recently got a Z77A-GD65 .

About OP: The repair seemed to have gone quickly, but sucks about the accessories .

 

[alienware]

Good to know, I recently got a Z77A-GD65 .

About OP: The repair seemed to have gone quickly, but sucks about the accessories .

MSI kick ass, even though they're in The Netherlands.

The 6970 Lightning I bought was basically a reboxed Lightning that failed to make the grade @ 940mhz so was clocked at the standard 880.

I flashed on the 940 bios and pushed it to a ghz and it broke soon after. Obviously the core on it wasn't up to the task. Bear in mind I only paid £189 for it and the official full blooded Lightnings were £350 at that time.

Sent it back to them and four days later I received a brand new sealed full blooded Lightning card. I was well chuffed :lol:

 

[Udit]

Wow MSI sounds amazing

 

[alienware]

It sucks that they are in Holland as return postage is expensive from the UK but yeah, excellent service and always very polite.

Mind you TBF every company and person/s I have had the pleasure of dealing with in Holland have been very nice.

Going back to Asus? they SUCK.

Recently a guy I know on another forum bought a 690. He sold it about a month later and it arrived DOA.

The faff he's had trying to get the guy an RMA has been a bloody nightmare. First of all they rejected the RMA so he threatened them with legal action and then they made him send it to some company at his expense AND pay a £15 "handling charge".

I wouldn't urinate on Asus if they were on fire and you can shove Sapphire right up the same hole imo.

And XFX? I've had better bowel movements.

 

[FTLN]

MSI kick ass, even though they're in The Netherlands.

The 6970 Lightning I bought was basically a reboxed Lightning that failed to make the grade @ 940mhz so was clocked at the standard 880.

I flashed on the 940 bios and pushed it to a ghz and it broke soon after. Obviously the core on it wasn't up to the task. Bear in mind I only paid £189 for it and the official full blooded Lightnings were £350 at that time.

Sent it back to them and four days later I received a brand new sealed full blooded Lightning card. I was well chuffed :lol:

Can you tell me how to set up a rma with msi in the netherlands ?? I have a dodgy z77a-gd65 ?

 

[FTLN]

French rma support is subcontrancted over here and sucks balls... pardon the expression

 

[alienware]

Can you tell me how to set up a rma with msi in the netherlands ?? I have a dodgy z77a-gd65 ?

you in the UK?

You'll need to send them a copy of the receipt... LMK I'll fire you a PM (they don't make their email very easy to find tbh)

Edit. Just noticed you're in France.. This is a UK only based email addy for UK RMA

 

[FTLN]

you in the UK?

You'll need to send them a copy of the receipt... LMK I'll fire you a PM (they don't make their email very easy to find tbh)

Edit. Just noticed you're in France.. This is a UK only based email addy for UK RMA

I have an adress in the uk, got family over there,, i just dont wann go through the french rma service

 

[alienware]

OK NP I'll fire it over

 

[FTLN]

your a star, nice one

 

[alpenwasser]

Sent it back to them and four days later I received a brand new sealed full blooded Lightning card. I was well chuffed :lol:

Now that is just awesome

 

[PetetheSweet]

I bought a Asus VG278HE 27" 144Hz monitor.
It turned out that there was a bug in the firmware.
After mailing to Asus customer support with some tips to reset it, without any success, the Asus support sent me a new one via UPS and took the defective one.

I was told to keep all cables, because the UPS guys steal them on purpose.

Now I have two sets of cables and a working monitor.

Asus support AAA+

 

[jamesriley94]

From what I've heard in the past, Asus support is pretty hit and miss.
This thread pretty much supports that.

I personally don't see it as a reason to avoid their generally high quality products though...
For example, there's no way I'd avoid buying a Xonar soundcard and buy a Soundblaster instead because of this. Same for various other products. For certain ranges, there aren't too many viable options other than Asus. 2011 motherboards for example, I'd sooner buy a P9X79 Pro or R4E than the MSI offerings just due to support.

 

[SieB]

For all the horror stories people have about support from manufacturers, there are just as many positive stories.

The thing is, no one tells their positive stories. The bad thing about that is, people are more likely to have read say for example, 4 bad stories, but only ever read 1 positive story.
The bad ones are the ones that stick in peoples heads (more than the positive ones do anyway) and can create a false impression of said manufacturer.

I have had ASUS, Gigabyte and MSI motherboards and or graphics cards, I have never had a problem with ASUS or Gigabyte's customer service when I have had a problem.

MSI's customer service on the other hand has been total turd.
Also, their motherboards are not as good as they make out, they renowned for getting stuck in boot loops, BIOSs becoming corrupt and all sorts of problems with RAM.

This is my experience with MSI, although there are other people singing their praises in this thread. Which goes to show what I meant by hearing more about the bad experiences with manufacturers, but not hearing very much of the good.

No manufacturer is perfect, there will always be good and bad cases. You can't judge them by one persons bad experience though.

 

[alienware]

Asus' support seems to be very good on laptops and screens and things such as that. It also varies depending on which country you live in. America seem to get the best customer service (I lived out there for a decade) whilst in the UK we get shat on as usual.

I guess that most companies just don't see us as important enough to bother with.

MSI *do* care about their customers, even us in the UK. Corsair are also marvelous but both companies require us to send our stuff into the EU which tbh isn't really fair. Gigabyte and KFA2 are the only companies who operate a RMA base in the UK for their customers.

If you wanted another horror story about Asus? I can give you another one now. A guy I know bought a 690 from some one on a forum and it was DOA. The nightmare he's had RMAing it... Basically they have made him pay to send it to a company in the UK, then pay a £15 handling fee before having to wait for it to be sent back to the Czech Republic with a turn around time of 90 days.

That's just not good enough, especially for a company with the stature of Asus.

But that's the problem it seems. The larger the company the more they seem to be able to treat their customers with contempt and not suffer any ill effects. As long as you take care of your Americans? you're golden.

And that REALLY sucks.