ASUS turning to s#!%

[Guest]

This is what my supplier posted on thier Dealer page :

DMA regrets to inform you that we will be temporarily suspending the sales of ASUSTEK Products in Australia.
This is due to quality concerns on ASUSTEK Warranty Services and will be in effect from 19-Feb 2001 until further notice..


The list of quality concerns of warranty services includes:
ASUS refused to replace any D.O.A products with NEW Replacement. All goods returned back to ASUS for warranty are repaired. Unfortunately DMA policy on D.O.A products is New Replacement or Credit (*Intel CPU exception)
On many occasions we have replaced D.O.A ASUSTEK products at our expense.
(*Intel insists that customers return directly for faster RMA process)

Mainboard with scratches are Automatically Warranty Void.
Due to Asus CPU sockets with very low clearance on CPU Fan Clip, there is a very high chance of CPU FAN Clip scratches the surface of the PCB board while removing the CPU in an RMA procedure. However, without any further testing, ASUSTEK on many occasions, have made void M/B Warranty if any scratches are near the CPU socket. This had lead to many misunderstandings on warranties made void due to M/B scratch (Often the scratch may not be the source of the problem!)

RMA repaired by ASUSTEK not being in a satisfactory condition.
We have had numerous cases on M/B or VGA Cards being repaired with patch/bridge wires. With today's technology such a repair job is quite unacceptable. Would ANYONE accept an RMA with patch wires?
Also in numerous cases, repaired VGA Cards/Mainboards are STILL faulty and some VGA Cards are returned with a broken or dusty heat sink fan. Where is the ASUSTEK 9001 QA standard?


Some of the latest products were not fully tested before they were released into the market.
We have encountered an A7V133A Mainboard with some components placed in the wrong positions, causing the CPU to blow! (We have photos to prove it!). This is why after the first shipment of AV7133A's, the next shipment was delayed for a month, due to "Quality Concerns".

DMA has long endured the bad Warranty Service of ASUSTEK, often at our own expense.
Today, we want to stand up against ASUSTEK who fail to comply to DMA's Warranty Policy. We believe that it is our duty, in the computer distribution industry, to give the best after sales support we possibly can. Selling poor Warranted Products only damage our image. We will not support any manufacturer with BAD Warranty Policy and ASUSTEK Products are no exception!
DMA will boycott ASUSTEK products until ASUS gives a Satisfactory Warranty Policy.

We would like to thank all ASUS product users who have supported DMA over the last 6 years, but as from today (Weds. Feb 13 2001) all Asustek warranty work will be sent back to manufacturer. DMA still have a limited number of ASUS PRODUCT which we will do a SPECIAL CLEARANCE on for anyone who is still interested in buying ASUSTEK products.

We can only hope that one day ASUSTEK will change their current warranty policy.

 

[Guest]

Good place to post this - on the "Asus" forum ;-)

Gonna get many noses out of joint here. :-(

 

[stable]

As an Authorized Asus dealer, I have to admit that I am not surprised to be reading this.

Over the past 5 months there have been MANY service and support issues leaving Asus consumers, dealers and distributors with a nasty taste in their mouths.

Asus is no longer answering any questions posted on their own web site, but rather are leaving it up to the dealers and the power users.

In addition to this Distributor dropping them, D&H has held up carrying Asus specifically because of DOA replacement and support issues. Tech Data (rumor has it) is considering dropping the Asus line altogether. All in all, not exactly a good sign.

We ourselves won’t carry six of Asus’ motherboards because of unresolved stability issues and the fact that at times, it has appeared as though Asus was going to drop the product on their own. This includes the new A7M266 which Asus removed all mention of (including press releases!) from their site for about 2 weeks last month.

Finally, Asus has not exactly done a great job on their web site, which restricts posts to 50 per product. Once you get to 50, you are knocking someone else's post off unless you can find it in the archive section (or keep it current by voting for it or posting a reply). If you are a regular Asus TW site visitor, you'll also find that it is down for at least 2 hours a day, sometimes longer. Then sometimes the country sites just fail to respond, produce bizarre errors or are just take you in circles. The Dealer section offers absolutely nothing at all. No additional services or support are provided.

Were not big on complaining, but we have written several letters to Asus inquiring about what is going on and what is being done to address these as well as (more importantly) product issues. To date, they have not responded to any of our emails or letters. All telephone inquiries have been directed to Asus Marketing in California who claims to be aware of the problems, yet blame Taiwan management. They also say that they have no idea when anything will be corrected, never mind addressed. (We have been trying to get them to revise some of the poorly written explanations or completely inaccurate BIOS descriptions in the A7V, A7V133 and CUSL2 Motherboard manuals for at least 5 months!)

Our biggest complaint is the lack of revision tracking information on any Asus motherboard. We have to cross our fingers every time we place an order that it will be the same product that we got in the last shipment. Asus refuses to create unique part numbers, even for different products (the CUSL2-C is a good example, in that it ships in at least 3 different configurations that we are aware of, all with the same part number.) We have reminded them that this puts them in non-compliance of ISO 9001 specifications, yet they seem to just ignore that issue.

Don't get me wrong, we love Asus engineering. We are just very concerned about their recent business practices as well as an apparent lack of Quality Controls, Standards and Co-ordination of information. We would love it if someone over there took control and started trying to resurrect Asus' previously excellent reputation. We fear that they may be heading down a path that so tarnishes their integrity that the greatest engineering in the world couldn't save them. You can only upset so many consumers, dealers and distributors before someone begins to bite back.

We know that Tom's Hardware has been an adamant supporter of Asus and for all of the right reasons. We can only hope that Tom as a highly respected, high profile figure will recognize and acknowledge these issues in his public forum and will (working with others) help to apply pressure so that Asus might correct them.

While we would agree that making a good product is important; standards in practices, documentation, service and support are what make a product great. If Tom's Hardware is to continue to endorse Asus as the 'Industry leader', it seems only logical that they would recognize and publicly identify the shortcomings and weigh them in the evaluation scale as well.

Steve Benoit


Stable Technologies
'The way IT should be!'<P ID="edit"><FONT SIZE=-1><EM>Edited by stable on 02/13/01 09:27 PM.</EM></FONT></P>