ASUS RMA horror stories?

ylnahn · Mar 9, 2014

I just sent in a GPU for ASUS to look at as the card was causing my PC to reboot itself. I then proceeded to google ASUS' RMA process and was met with loads and loads of horror stories about them sending back products in non working conditions and even with bent parts. Should I be worried? I haven't found a single thread where people said good things about ASUS' RMA. Might have to switch to start avoiding ASUS from now on as computer parts are too fragile to buy from a company with horrible customer service.

Someone Somewhere · Mar 9, 2014

There's horror stories about every manufacturer, and people generally don't report when everything goes fine.

I can't comment on their RMA process myself.

Novuake · Mar 9, 2014

+1. You can find ANYTHING if you look hard enough.

Asus has been good to me. Have not had a recent product from them though.

Adamw0611 · Mar 9, 2014

I actually have a good story from the RMA process, and I know what your thinking. I read tons of the horror stories, after starting my RMA and was worried. It was a faulty motherboard, and when I was packing it back up for shipping, I bent the CPU pins just rushing, I called them about it told them I did it etc. The guy told me I may have to pay 120 dollars to fix the CPU socket before they could even look at the board, but couldn't tell me till they got it, so I sent it back, and waited about a week waiting to hear how much it was going to cost me, after checking on the web site for the status I noticed it said shipped, I figured they were sending me my broken board back, but when it arrived they sent me new/refurbished retail box, all accessories and all. So I really can not complain about the ASUS RMA procedure.

ylnahn · Mar 9, 2014

^ Do you guys mean that people have good experiences with ASUS RMA don't post it online while only the people with bad experiences do? That doesn't make sense.

Someone Somewhere · Mar 9, 2014

People generally don't post stuff when everything goes fine. They post to complain, or seek help. Things going fine doesn't make people post about it.

cookybiscuit · Mar 9, 2014

I've got a partial horror story. Sent away a VG278H, the one I got back was scratched to hell, looked like the guy who refurbed it was using a table made of sandpaper. I emailed them about it and they replaced it again, the one I got back was totally fine. Generally was happy with their service, super fast and did advance RMA so no downtime between sending stuff off and getting the new gear.

Adamw0611 · Mar 10, 2014

ylnahn :

Yah it does, same with games, like when a new MMO launches, the ones who like it, are playing it, the ones who don't go to MMORPG.com to scream about how bad it is. Most people wont "waste time" posting if things went smooth, but when things don't go well they want the world to know.

17seconds · Mar 10, 2014

I got a brand new in the box replacement Asus video card in about a week. No problems whatsoever.

ylnahn · Mar 16, 2014

Wow USPS tracking said that they tried to deliver the package but ASUS wasn't open, so now it's at some USPS facility waiting pick up. Is ASUS obligated to pick up the package?

Someone Somewhere · Mar 16, 2014

Call up Asus, and check you got the address right.

Hyedwtditpm · Mar 16, 2014

I sent them a problematic graphics card (in the first 30days of purchase), they sent it back to me claiming that the card is working fine. Obviously they didn't test it properly.

But it is not specific to Asus. Almost every brand has a at most average RMA or Technical service process.

ylnahn · Mar 22, 2014

OK looks like repairs are finished and its on its way back to me. Hopefully they fixed it properly. Will update once I get it.

cst1992 · Mar 22, 2014

Hope it works well now. Asus generally make good quality hardware. Never had a problem with my card.

ylnahn · Mar 27, 2014

Sigh.. looks like they haven't fixed it properly. When I run a benchmark test or play a game, the screen goes black and then the computer restarts. I can do all of these without the card and have no problems. What do you guys think I should do? Should I RMA it a second time or just give up on it?

Someone Somewhere · Mar 27, 2014

What's the power supply? Could be OPP kicking in.

Yingda Wang · Mar 27, 2014

I sent them a motherboard in one piece, They sent it back in 2 piece.
I told them it didnt work, they told me it worked when it left the factory.

Someone Somewhere · Mar 27, 2014

That kind of thing is usually shipping.

Yingda Wang · Mar 27, 2014

Someone Somewhere :

Yes but the the conclusion is the same. Not too broken board -> very broken board

Someone Somewhere · Mar 27, 2014

That's sort of going about the 'ends justifies the means' argument, except in reverse.

It's not Asus's fault, even if it did get broken.

Yingda Wang · Mar 27, 2014

THe thing is, it took them a month to tell me that its not their fault. By the time i got the response, the shipping insurrance already expired

Hyedwtditpm · Mar 29, 2014

ylnahn :

can you try the card in another computer?

if the problem persists, then RMA it again.

ylnahn · Apr 7, 2014

OK I got the card working. Turns out the OC chip was faulty and I had to use ASUS' GPU Tweak program to tune down the clock speed to reference speed of 980MHz. That got it working right away.

ASUS RMA horror stories?

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