ASUS Xonar_Xense: RMA Issues

[Fire488]

ASUS Xonar_Xense: RMA Issues
This is the product that i purchased back in Jan of 2011: http://www.newegg.com/Product/Produc...82E16829132018

I am trying very hard not to make this a rant and hope that it does not generate trolling. That is not my intent here. I am a very loyal ASUS customer and own more of their products than I have toes and fingers. For the most part their products have been good and RMA not much of an issue. Until now that it.

This headset and sound-card combo rendered the best sound that i have ever heard on a PC.
I absolutely loved it. Well here is what happened recently. The mic stopped working at the end of November 2012 and I called ASUS and had it RMA'd. The RMA was set up on Dec 12th and the headset was shipped on that same day. It was received according to my delivery confirmation receipt on Dec 13th 2012. I waited for a reply and the ASUS RMA staus check on the web site said "awaiting customers product". (And still does btw)

It was now Jan 2nd , 2013 and still not hearing a thing from ASUS about my headset i decided to call and check the status by phone. An RMA ASUS technician confirmed that the product was received by ASUS on Dec 13th, 2012 and has no idea what is going on since there are no notes on it. He then told me to give him some time to sort this out.

I waited until today, Jan 8th, 2013 and called again since i received absolutely no correspondence once again. After being on hold for 15 minutes a technician finally came on and i gave him all the info. He came back and told me that an email was generated to my on Jan 4th stating that the headset was out of warranty (I knew that) and that it was also no longer available. That I did NOT know and was shocked. This setup is only 2 years old! I paid almost $300 for it.
I never did receive that email on the 4th either.

The headset from Sennheiser was customized to work with the Xonar_Xense sound card. It also has the larger input/output jacks on the sound card and headset. It seems there is no other headset that will work and the card is now useless.
If this setup cost me $50 dollars i would not be as upset, but for $300 I am very upset and disappointed in ASUS. This product should have lasted more that 2 years for that money.

I will no longer purchase anything with the ASUS logo on it.

Note- Please don't troll this post. this could happen to anyone and companies should know how we feel. I know the product is 2 years old, but considering the price there should have been replacement headsets available to purchase. An expensive product like this being obsolete in 2 years is just unconscionable to me.I don't have $300 dollars to just throw away...
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[damian86]

You should post this to Asus instead of tom's hardware, it is a complain regarding a purchase. The least we can do is just help you troubleshoot the errors..

 

[Fire488]

I did buddy. Thanks

 

[cl-scott]

In about 2 hours I go on vacation for the rest of the week, but if you want to send me your RMA # in an email (in my sig), I can look into it for you when I get back next week.

 

[Fire488]

In about 2 hours I go on vacation for the rest of the week, but if you want to send me your RMA # in an email (in my sig), I can look into it for you when I get back next week.

Thank you sir I most certainly will do that. It does say on Newegg that there is a 3 year warranty supposedly.

 

[weaselman]

Like it or not if the warranty on the parts covers 3 years or more after you bought both Items. It has to be obligated by Asus. If its out of warranty Asus will simply do naff all for you.

Even if the model is not made anymore or discontinued a replacement part even if more new, Or as a like, or equal to the part should be provided to you if it is down to a failure of any of the hardware if still under a warranty.

 

[Fire488]

Like it or not if the warranty on the parts covers 3 years or more after you bought both Items. It has to be obligated by Asus.

Even if the model is not made anymore or discontinued a replacement part even if more new, Or as a like, or equal to the part should be provided to you if it is down to a failure of any of the hardware.

I does actually say that it is covered for 3 years!
http://www.newegg.com/Product/Product.aspx?Item=N82E16829132018&RandomID=99784962425125120130108174536

Look under details at the bottom.

 

[Fire488]

Yesterday I called Newegg since I have not received a reply from ASUS's Scott Billings. Newegg checked out my product and said that according to their information the Xonar_Xense should be covered for 3 years. They will get back to me either today or tomorrow.
This morning I received a call back from ASUS and it was Robbie. He told me that the product was out of warranty and that I was misinformed by Newegg and that there is nothing that ASUS could do and that the headsets that were modified by Sennheiser for ASUS are no longer available anywhere. They are a modified version of the Sennheiser PC350's. I am extremely upset about this and hope to hear something positive from Newegg on it.
I called Sennheiser and asked if a standard PC350 headset would suffice with adapters to connect to the card and they said that stock PC350's use different spec's out equipment. Basically they are not as good as what I had. I'm glad I got that confirmed at least.
I have my Sennheisers back now from ASUS and I may try to see if i can locate the problem myself after i hear from Newegg.

You know what makes me so angry about this? This set up cost near $300 and to not have replacement parts after 2 years is completely unacceptable. I purchased almost $9,000.00 worth of PC equipment from Newegg in the last 5 years and much of that is parts from ASUS. I told the rep that and he could care less. Sad.