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ASUS Maximus VI Hero RMA denied due to bent CPU pin. Nightmare unfolds.

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  • Asus
  • Motherboards
  • CPUs
Last response: in Motherboards
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September 25, 2014 8:48:16 PM

So, about a year ago I purchased a Maximus VI Hero board from Newegg. It's been giving me intermittent connection issues with my SSD and hard drives due to a faulty SATA controller, after countless hours of troubleshooting and testing to pin down the exact issue. Sent it in for RMA. Didn't have the CPU socket cover, so I paid extremely close attention when removing my i5 4670K. Inspected the socket with a magnifying glass and the LED on my Nexus phone. Every single pin was in pristine condition. Not a single amount of fuckery at all. Having built PC's for over 10 years now, I was told once a long time ago to always check for bent or missing pins, and it's something I instinctively do now. Even after all these years, installing a CPU still gets me a little on edge because of how overly cautious I'm probably being. Anyhow, brought it over to UPS. Guy packaged it super carefully and extremely well. ASUS receives it the next business day. Following day, I check RMA status. Repair is in progress. Next day (today), I call to see how things are going, and I'm told it is out of warranty due to a bent CPU pin, which falls under customer induced damages, and the woman on the phone asks if I'd like to pay with a credit card the $120 it will cost for a replacement. losemyshitpolitely.jpg She then tells me to "listen", and that their policy is their policy, and that she cannot do anything but send photos of it as proof, and ask me for a credit card payment again.

I've been purchasing ASUS products for years now, and this is my very first RMA I've had to deal with through them. Up until now their boards and gpu's have been rock solid. But if this is how I'm going to be treated when I receive defective products that are of no use to me, I'm out.
Currently waiting on a reply to an e-mail I sent to them. What an absolute nightmare. Here's the photo of the single bent CPU pin that their "technician" probably either did intentionally to save ASUS some cash and void my warranty, or accidentally: http://imgur.com/XxYdMyl

Either way, I am absolutely certain I didn't cause that damage, and I am also pretty damn sure the UPS guy didn't. I just don't have photographic evidence, and I refuse to pay $120 for something that I received defective, completely unrelated to my CPU socket pins. Brilliantly played, ASUS. Bravo.

I mean, it literally looks like someone bent it sideways with tweezers. I've never bent a CPU pin in my life and if it was caused by improperly applied stress or removal of the CPU, logically, it seems as though more than a single pin would have been bent. Just seems physically impossible for ONE pin to decide to suddenly bust a move in such an awkward fashion.

Hopefully ASUS believes in customer retention. Otherwise, I'm out. I'll be happy taking my business elsewhere from here on out.

/endrant

More about : asus maximus hero rma denied due bent cpu pin nightmare unfolds

a b Ĉ ASUS
a b V Motherboard
a b à CPUs
September 25, 2014 8:54:39 PM

I haven't dealt with ASUS directly in the past - although I have quite a few of their products. Before I send in an RMA in the future - I will be taking a lot of pictures.....and insuring the package with UPS.
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a b V Motherboard
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September 25, 2014 8:56:13 PM

Well, that isn't just a bent CPU Pin. Is a REMOVED!!!!!!! CPU Pin. There's a hole on where it is. Go sue 'em.
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a c 115 Ĉ ASUS
a c 241 V Motherboard
a c 250 à CPUs
September 25, 2014 8:57:17 PM

Yes, as someone who used Asus exclusively for 10 years, I have to agree .... things have changed. My alst RMA was a WS Board which warranted premium replacement... a replacement board was sent and taking it out of the box, it looked like a banana. The I/O panel was at about 5/8" above the case opening.

It took 3+ months to get a working board.

Many folks are dealing with the Asus Frozen Time Clock bug .... Asus started admirably ... posted a fix on their forums...albeit it was only temporary as it turned out. They then announced the issue would be addressed with a BIOS fix, but the BIOS's have not been released. Now when you call TS, they deny any knowledge of the issue tho all the history is posted on their forums in dozens of posts.

The boards are of good quality and they prove no better / no worse than other major (Giga, MSI) vendors overall and their BIOS and utilities are great. But how they respond to customer issues is a whole new world. I hope that the bean counter they musta out in charge of customer service gets the boot and someone who refocuses on customer needs gets in that chair.
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a b Ĉ ASUS
a b V Motherboard
a b à CPUs
September 25, 2014 8:57:55 PM

If you don't get satisfaction - try posting on their facebook page: https://www.facebook.com/ASUS?ref=br_tf

Also - since you purchased it on NewEgg - I would post a product review there indicating the problems with the RMA process....
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a b à CPUs
September 25, 2014 9:00:54 PM

That's ASUS RMA for ya!
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September 25, 2014 9:01:45 PM

Just an absolute nightmare. Ridiculous no matter how you slice it. Currently posting this and making it aware to every ASUS affiliated forum/place I can. If they value my business, they will make a small exception. If not, I'll buy from MSI or Gigabyte. They'll appreciate my business, too.
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September 25, 2014 9:02:53 PM

ronintexas said:
If you don't get satisfaction - try posting on their facebook page: https://www.facebook.com/ASUS?ref=br_tf

Also - since you purchased it on NewEgg - I would post a product review there indicating the problems with the RMA process....


Ah, great idea. Definitely going to do this if things don't get resolved and I'm sent back my defective board that they damaged, either accidentally or deliberately. Thanks for the suggestion.

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a c 126 Ĉ ASUS
a c 488 V Motherboard
a c 205 à CPUs
September 25, 2014 9:03:25 PM

first off when you call asus back ask for a level 2 or higher customer rep. the higher up people have more power and are not reading from the company guild book. let them know the board been running fine and had no bents pins but a bad sata controller. I would also find the email of person of head of customer service/customer relations over seas and send them an email of your dissatisfaction. if the mb had gotten to asus with a lot of bents pins you have to make claim with the shipper or your sol.
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a c 115 Ĉ ASUS
a c 241 V Motherboard
a c 250 à CPUs
September 25, 2014 9:05:08 PM

You'll see the Customer Loyalty Asus reps responding to user posts on newegg .... they list their direct e-mail address.
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September 25, 2014 9:07:04 PM

smorizio said:
first off when you call asus back ask for a level 2 or higher customer rep. the higher up people have more power and are not reading from the company guild book. let them know the board been running fine and had no bents pins but a bad sata controller. I would also find the email of person of head of customer service/customer relations over seas and send them an email of your dissatisfaction. if the mb had gotten to asus with a lot of bents pins you have to make claim with the shipper or your sol.


Will definitely escalate and take it as far as I can if they are unwilling to assist me. It's literally a single pin that's bent at an angle that looks as though it was deliberately pushed that way. Here's the image in case you missed it: http://imgur.com/XxYdMyl

What a sad excuse to deny a warranty claim.
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a b Ĉ ASUS
a b V Motherboard
a b à CPUs
September 25, 2014 9:08:12 PM

It's crazy - but often the "moderators" of the Facebook pages and with resellers reviews like NewEgg often have quite a bit of pull in resolving an issue. Just keep it to the point and be respectful there - you can get quite a bit done with a few nice words there....
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September 25, 2014 9:10:52 PM

On a second thought, that pin is 100% their doing. As you and others would know. But don't rage, lemme explain.

The broken pin looks as if it was broken, but attached to the one above it. The hole is missing a pin. If it was your fault, that hole would still shine. But there's nothing in that hole. Instead, a weird-looking stub (being longer than others) is located in the same hole as the one above the missing hole. It's definitely not the regular person's job. Therefore, it's Asus.
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September 25, 2014 9:17:29 PM

okcnaline said:
On a second thought, that pin is 100% their doing. As you and others would know. But don't rage, lemme explain.

The broken pin looks as if it was broken, but attached to the one above it. The hole is missing a pin. If it was your fault, that hole would still shine. But there's nothing in that hole. Instead, a weird-looking stub (being longer than others) is located in the same hole as the one above the missing hole. It's definitely not the regular person's job. Therefore, it's Asus.


I'll definitely keep this in mind the next time I have the pleasure of speaking with someone from ASUS about this. Thanks for the heads up!
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September 25, 2014 9:24:34 PM

JackNaylorPE said:
You'll see the Customer Loyalty Asus reps responding to user posts on newegg .... they list their direct e-mail address.


Just posted a review and wrote down a few e-mails. Might just have to send a message their way. Thanks!
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a b à CPUs
September 25, 2014 10:13:59 PM

Good on you for blowing this up. ASUS needs to get their act together. I've seen far too many recent posts on various forums about how bad their RMA service is. Things like this make me not want to buy ASUS products (But that Strix 970 looks SO GOOD).

That being said, I agree with those who suggested a negative Newegg review. Most of the major tech companies stalk Newegg and almost always reply to negative reviews with contact Emails and RMA help
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