Asus not honoring 5 year warranty, what can I do?

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IcarusLSC

IcarusLSC

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I bought a Sabertooth 55i on 5/12/2010 and according to this page:

http://www.asus.com/Motherboards/SABERTOOTH_55i/

it is listed as TUF series motherboard and on this page:

http://www.asus.com/Motherboards/SABERTOOTH_55i/HelpDesk_Warranty/

it has a 5 year warranty because its a TUF series motherboard.

It has been confirmed by an Asus tech I have a defective board, but Asus is saying I only have a 3 year warranty and won't honor it?

How does this work?

It is disappointing to see Asus not honoring their warranty as laid out on their own website. This is considered fraud in the eyes of the law.

It makes me lose faith in their service and product due to this failure and I'm not willing to buy nor recommend Asus products now as I don't know if the warranty given is the warranty I get. I've told my customers and friends about this and told them to avoid Asus products till this is resolved properly, and will suggest this boycott on the many computer forums I frequent as well...

Please remedy this Asus. No one I've talked to thinks this is right but Asus that you have breached the warranty contract, and as mentioned is in violation of the law (fraud/breach of contract)...
 
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NBSN

NBSN

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http://www.asus.com/Motherboards/SABERTOOTH_55i/HelpDesk_Warranty/
link you gave me...read the part that says remarks... it states:

All ASUS motherboard purchased after November 1st, 1999 will carry 3 year warranty services. ASUS product warranty is based on the serial number printed.

Note: Warranty void for user removing serial number sticker on the motherboard.

Which pretty much means...screw you...wow that is crappy on their part to put it like that. I would see the five year warranty and think the same as you...but they are some sly foxes.
 
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IcarusLSC

IcarusLSC

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It says "TUF series:5Years" as well. Current TUF series are warrantied for 5 years if you look at them, so it'd be safe to assume the wording I quoted to be correct for this TUF series board as well...
 
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NBSN

NBSN

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I know what you mean...maybe the tech support does not understand that and is why they keep referring to the normal warranty? I would say to contact the retailer if it is Newegg or Amazon so that you can get some support from them in dealing with ASUS.
 
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IcarusLSC

IcarusLSC

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Yes, I've contacted them, but they said its to long for them to help. I've tried many many ways to try and explain to Asus what their site states, but they just say "I am sorry sir." This isn't acceptable and constitutes fraud on their part for breach of contract (the warranty.)

 
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Rammy

Rammy

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I'm curious what reasons they have given (if any, it's quite possible they haven't) for not following through.

The problem with issues like this is that if you look through the warranty details there's loads of reasons for them to deny a warranty, the key one likely being "warranty period may differ regionally" or some technicality like it requiring registration.

By including terms like this it means they have enough ambiguity to spin whatever story they like in a given situation. Googling similar scenarios turns up a lot of responses, though in the interests of fairness Asus are by no means alone in this.

Different countries handle these types of things very differently. I know very little about the way Canadian consumer law works, so I'm not going to be very helpful here. It's certainly my perception that the US gets much better deals when it comes to extended warranties (and similar bonuses) but that Europe generally has much stronger rules for actually enforcing them. Even if the reps you are dealing with are specific to your country, it's highly likely they are trained in the company ethos rather than that of the locality. As an example, in some countries DOA goods would be processed in an RMA-style and I've been told by more than one company that's how they handle it in the UK. By law, this isn't correct.

Sadly in a situation like this you are probably fighting a losing battle. It's disgusting customer service, but most cases like this aren't fixed in your favour and a lot of people struggle to even get consistent responses or to get the case escalated to someone who might potentially be able to make a difference.
I totally sympathise with you, but you won't make any progress by encouraging people to boycott them and ultimately you'll probably just have to accept that you got a reasonable (if very disappointing) lifespan from the board and move on.
 
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IcarusLSC

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The only reason they gave me was is it has a three year, not five year warranty. Their website disagrees as I pointed out and they have said the TUF series here in Canada does have a 5 year warranty, so I'm at a loss as to why they don't think this TUF series board I own isn't included in that warranty. It's not mentioned anywhere on their website it has a different warranty period!!!
 
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Rammy

Rammy

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Yeah that part doesn't make much sense to me. Without a reasoning behind their decision there's not a lot you can do as you can't argue it.
Logically (admittedly, they aren't likely to follow this) either -
The motherboard is not a TUF motherboard. Despite it clearly being labelled as such.
The motherboard does not receive a 5year warranty in Canada. If you've had confirmation it does, then this is obviously incorrect.
The warranty requires an external factor such as product registration.

Outside of that I can't think of any reasons they would decide it's 3years and not 5.
 
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NBSN

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I got an email back from ASUS support...and it is a freaking joke. They say that they require the serial number and other information to answer the freaking question. In other words, they don't want to answer or honor the warranty. I would say just keep trying.
 
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RobWHS

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:(
 
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IcarusLSC

IcarusLSC

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Still nothing, I just can't convince them that all over the web on THEIR websites is where I got this info from! They really want to chase off and piss off a customer that buys for two companies, family, friends etc, good job Asus... not...
 
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IcarusLSC

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I'm getting tired of hearing the exact same thing from Asus. You have the serial number and state only that its not covered by the 5 year warranty, yet your whole website, Asus facebook etc says it is 5 years for ALL TUF motherboards. I've shown proof of a bunch of links to official Asus sites that back up what I say, but you have provided NOTHING to prove its not covered. This is considered Fraud (breach of warranty contract)...
 
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raja@asus

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Have you contacted the ASUS CLM team yet or are you still conversing about the initial RMA contact you made? Your PM to me did not explicitly state you had contacted the address I sent you. If not done, suggest you do! :)


The CLM team is an separate entity - they DO NOT have your serial number if you have not contacted them. They will look into the case and tell you what is and what is not covered and why.
 
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4Ryan6

4Ryan6

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Regarding the photo gallery tab in the first link, there's zero doubt it is a TUF series motherboard, so the ASUS Rep is trying to help you, (Though IMO it should not have to go through a special CLM team the M/B serial # should have told them all they needed to know regarding the M/B), so please follow through so we can see what happens as well. I am an ASUS M/B owner myself and have never had problems with ASUS not covering their warranties this is a very strange situation.

 
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IcarusLSC

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Yes, I am surprised at them denying it as the big ass TUF logo and lettering and descriptions on both the board and box are I guess for something else perhaps?!?! Same with the warranty on their website that says NOTHING about this board being different from other TUF ones. What a joke Asus is making of this, do they think I am that stupid? Way to lose customers faith and support Asus. You describe and show a warranty as one thing and honor it another (or not at all in my case.) Even sites like Newegg show the warranty as 5 years (yes I know this doesn't mean much as they aren't Asus, but just another example that Asus still can't deny/show otherwise.)

raja@asus, how about you get them to contact me? PM me and I'll give you my email. I have gone through the proper and legit channel to get this warranty done, and proved without a doubt it's covered, yet you (Asus) hasn't given any proof at all it's not. I've wasted MONTHS on this and Asus has not done anything in return to honor the warranty but commit Fraud for breach of the warranty contract...
 
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IcarusLSC

IcarusLSC

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raja@asus, still not heard from you, them or anyone. Way to fail in customer service and RMA service. I will look elsewhere for products now for myself, customers and friends/family...
 
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raja@asus

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Did you actually send a message to Cl-jolene?


The CLM department is different to the RMA team you contacted before. If you did message jolene and did not receive a reply, forward me the email you sent by PM please. I will forward it to them again. Include your case number.
 
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IcarusLSC

IcarusLSC

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Ok, wayne-y from Asus is now saying this board isn't even a TUF series board!!!???

CAN YOU NOT READ ASUS, I HAVE PROVIDED MORE THAN ENOUGH LINKS AND INFO TO PROVE MY POINT!?

YOU DO NOT DESERVE MY OR ANYONES BUSINESS RUNNING YOUR SUPPORT LIKE THIS. I WILL MAKE SURE WHEN PURCHASING FOR CLIENTS, FRIENDS AND FAMILY TO NOT BUY ASUS ANYMORE. SCREW YOU...

PLEASE CLOSE THIS, I AM AT A BOILING POINT TRYING TO MAKE ASUS AWARE OF THIER OWN WARRANTY TO NO AVAIL. I DO NOT WANT THIS BOARD FIXED NOR DO I WANT ANYTHING FROM ASUS EVER AGAIN...
 
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