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Are ASUS RMA's Always This Bad?

Tags:
  • Asus
  • Graphics Cards
  • Homebuilt
  • Radeon
Last response: in Brands
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March 26, 2014 3:52:22 PM

I RMA'd my ASUS graphics card over spring break and they sent me an e-mail saying that the RMA would ship that night. That was yesterday, and there has been neither a shipment of a new GPU (which I didn't want) nor a refund of the GPU's cost. I read a tale of an ASUS RMA taking 1.5 years, and that would suck, as this is my 1st PC build (I'm 14) and I have NO money left to screw around with this! Anyone have any encouraging stories or methods for getting them to speed things up?

More about : asus rma bad

March 26, 2014 3:55:06 PM

Keep contacting them. Be polite. Be patient. Hope for the best.

Asus does not have a great track record when it comes to customer support.

The flip side to that coin is they generally make some really high quality products. Good luck.
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March 26, 2014 4:24:14 PM

MaXimus421 said:
Keep contacting them. Be polite. Be patient. Hope for the best.


Thanks, will do. Actually, I spoke to one of the employees at the help desk a few hours ago. He said the "server" for checking RMA status was down, which sounded a bit weird to me, but I might check with someone else to verify that. Also, I appreciate the timely response, so thanks for that as well.
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a b U Graphics card
March 26, 2014 5:43:26 PM

I RMA'd to Newegg, luckily they are more friendly. But my experience similarly took a freaking age. It was a solid MONTH before I got a new card. (Thatt being said I RMA'd the day after christmas so there were holiday breaks and blizzards and stuff) But most of the month my card was sitting in a warehouse already processed and ready to ship, but not shipped yet:p 

But I got a $20 Newegg card for my pain and suffering!
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March 26, 2014 5:48:54 PM

Junit151 said:
I RMA'd to Newegg, luckily they are more friendly. But my experience similarly took a freaking age. It was a solid MONTH before I got a new card. (Thatt being said I RMA'd the day after christmas so there were holiday breaks and blizzards and stuff) But most of the month my card was sitting in a warehouse already processed and ready to ship, but not shipped yet:p 

But I got a $20 Newegg card for my pain and suffering!


Thanks for your post! I'm glad to hear you got reimbursed for your trouble, but I shop at TigerDirect (although that is increasingly subject to change), and they said I HAD to RMA directly to ASUS, which kinda stinks because the TD people are pretty good about shipping status/etc. A month, you say? I've got a question about that: when did you recieve the "your RMA will be shipped" email?
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March 26, 2014 5:52:38 PM

Also, let it be said that I have tried to contact them 10 times. 1 time as of yet has gotten through to them, and the man I spoke with was so astonishingly unprofessional it was a detriment to the entire process. "Damn you, ASUS!", I cry, as I type this on my ASUS laptop.
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a b U Graphics card
March 26, 2014 5:55:00 PM

LOL I got that email as soon as I RMA'd! :p 

Which is why I kept calling cause I'm like why hasn't this happened yet! It ended up that RIGHT BEFORE they shipped it they changed it from return to refund. So then I had to wait 2 days for the cash to go back into my account so I could pay them again:p  But the 2nd time I chose a better card. My 2nd card purchase was still tied to my first one's RMA and got free shipping to me because of that.

Asus laptops are pretty good if you know where to look, I got an Ultrabook refurb i5 with 128GB SSD for $300!

And I recommend shopping at Newegg online unless you have a local TD store, Newegg has better selection anyway.
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a b U Graphics card
March 26, 2014 5:58:49 PM

Plus TigerDirect's pricing... It's always like "Let's jack up the price by $200, then put it on sale $200 off! They will never suspect it!"

Meanwhile, I see something like "i5 4670K - $460 Only $249.99!" :no: 
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March 26, 2014 5:59:50 PM

Junit151 said:
LOL I got that email as soon as I RMA'd! :p 

Which is why I kept calling cause I'm like why hasn't this happened yet! It ended up that RIGHT BEFORE they shipped it they changed it from return to refund. So then I had to wait 2 days for the cash to go back into my account so I could pay them again:p  But the 2nd time I chose a better card. My 2nd card purchase was still tied to my first one's RMA and got free shipping to me because of that.

Asus laptops are pretty good if you know where to look, I got an Ultrabook refurb i5 with 128GB SSD for $300!

And I recommend shopping at Newegg online unless you have a local TD store, Newegg has better selection anyway.

Heh, that is pretty funny. Yeah, my ASUS machine is actually pretty good, but it has a funny story behind it: my dad wanted a good laptop for stock trading, so he bought a gaming laptop with a 650m. Well I guess that might not sound as good as it does not on paper, but I got a chuckle out of it. Thanks for the explanation of the timing. Seems like ASUS really needs to pull themselves together on the customer satisfaction front; their support site took 30 minutes to load, but then Tom's took 30 seconds.
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March 27, 2014 1:32:49 PM

I am going to explode. After writing in ALL CAPS that I wanted a refund, they sent me back only the GPU with no DVI to VGA adapter, so I lost money that I didn't have to begin with in all this shit. The verdict is in: ASUS sucks.
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a b U Graphics card
March 27, 2014 1:50:54 PM

Corsair and NZXT have fantastic support, other than that, always RMA through your retailer.
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March 27, 2014 2:11:54 PM

Silibant Asus make some really great stuff but after sales service for rma's is notoriously bad to a degree that is surprising, a Goggle search will attest to that. They have a facebook page for each global region and if you are polite and firm with a good description of the issues and you don't back down being ignored for a post or two the moderator will help speed up a resolution.

I spent about a month getting meaningless responses then took grievances to the FB page. I had to persist to get attention but once I did the issues were resolved very quickly and the rep whom I was contacted by was exceptionally helpful, knowledgeable and in the end Asus express fed-ex'ed at their expense a replacement for the faulty part in question.

It boils down to layers of bureaucracy of which the first layer is hugely incompetent.

Good luck
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March 27, 2014 2:28:38 PM

Junit151 said:
Corsair and NZXT have fantastic support, other than that, always RMA through your retailer.


Thanks, I will next time. I've got TigerDirect on the line and they are being absolutely awful. I've just found out that since I wasted all this time on the ASUS disaster, I'm now out of warranty and SOL.
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March 27, 2014 2:32:27 PM

Sell the new GPU. Use the cash for a different one?
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March 27, 2014 2:38:00 PM

MaXimus421 said:
Sell the new GPU. Use the cash for a different one?


I have no one to sell to. All my friends are either computer illiterate or don't have enough to buy this thing.
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March 27, 2014 6:25:20 PM

I mean on here, or other tech forums. I'm sure it will go on Ebay for a decent price.
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March 27, 2014 6:35:59 PM

MaXimus421 said:
I mean on here, or other tech forums. I'm sure it will go on Ebay for a decent price.


Oh, well thanks. I'll certainly give it a shot.
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