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Thread: This is the reason you don't buy Asus

  1. #1
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    Default This is the reason you don't buy Asus

    Here's a little discourse I had with Asus customer support. Sure, they may make a decent product, but if you have problems or get a lemon, you will hate your life, no matter how nice you try to be.

    PTSI - Levi B.
    Hello Joshua Jackson, thank you for contacting ASUS support. Please give me a few moments to review your information. I will be with you shortly.

    How may I assist you today?

    Joshua Jackson
    I just finished an RMA on my Crosshair board, when I got it back, it was doing the same thing I sent it in for. I traded the board our for an Asrock 990fx extreme9 I have and all my hardware works fine on that board. So I had an idea of maybe trying to switch the board out for maybe the Sabertooth r.2 or gen3 variant since I haven't had any luck with the Crosshair. I had more details in the case as well. Feel free to ask me any questions.

    PTSI - Levi B.
    Okay. I am sorry to hear that. So you are asking if you would like to exchange?

    Joshua Jackson
    Yeah, what happens is, I had about 4 or 5 RMAs with a Cooler Master Glacer 240l. On the last one, they exchanged me with a Nepton that's been working great, but when I got it reinstalled, the crosshair board started giving me problems. Because of the frequency I upgrade my CPU coolers, something seems to go bad in the socket. I've yet to have any issues with the asrock board, but it's bios is not nearly as good as asus. I was thinking I might have better luck if I exchanged for the sabertooth, preferably the Gen3 since I run two 29 290s in crossfire, but either one is fine, if possible.

    PTSI - Levi B.
    I am sorry but i cannot offer you an exchange for your motherboard. All I can do for you is to set up another RMA, unfortunately.

    Joshua Jackson
    What about refunds? Just to see.

    PTSI - Levi B.
    No. I cannot offer that either.

    Joshua Jackson
    I can't shake the suspicion that my board got sent back to me with new stickers. It did the same network thing not working, followed by never loading to even the bios with the Qled stuck at c6. Since the Crosshair qualifies and I can easily give you a hold, could we at least do an advanced RMA? That would make me feel more certain I don't get the same board again, and save some time on the process.

    My theory is, if the testers used a stock CPU cooler, they probably don't have enough pressure on the socket to duplicate the problem thinking it doesn't exist. Because of overclocking though, high end liquid coolers put slightly more pressure on the socked than stock, which is why I would have a problem when the testers don't. Just a guess, though, I couldn't be sure.

    PTSI - Levi B.
    Yes that is perfectly fine to set up a Advanced RMA for you.

    Joshua Jackson
    Wow, thank you very much. I appreciate that.

    PTSI - Levi B.
    Do you have a previous RMA number?

    Joshua Jackson
    Yeah, give me a second

    8:40 amFound it, USPC532681

    PTSI - Levi B.
    I have sent off the email request to check stock at the repair facility to confirm if
    they have the same unit in stock. Once it has been confirmed they have one
    in stock, the repair facility will contact you and send you a credit card
    form to fill out. Once you fill out that form and send it in, Asus will send
    you the replacement unit before you send in your current unit. You will have
    14 days after the delivery of the replacement unit to send in the defective
    one. Otherwise, your credit card will be charged for the replacement unit.

    A stock check typically takes about 24 to 48 hours to complete and it is not
    guaranteed that they will have one in stock.

    Joshua Jackson
    Sound good

    PTSI - Levi B.
    Is there anything further I can assist you with today?

    Joshua Jackson
    Yeah, just one more thing. Is there any chance that a higher up could be asked about the replacement. I heard from someone that he was able to move up to a higher board by paying the difference. Especially since the Sabertooths are lower end boards, I would just like to make double sure there is no possible way. I've just had so many problems with the Crosshair that I'm really nervous about touching another one, especially since my asrock has worked so well, and I have a 10 year old p5w DH deluxe that still works great. That's the only thing that keeps me from blaming myself and I don't want the Crosshair to make me feel like I can't ever come back to Asus again.

    PTSI - Levi B.
    No unfortunately not. I do apologize.

    Joshua Jackson
    Well, if that's the case, I'll proceed with the advanced RMA but the Crosshair will have to be my last Asus product then. I don't have the time, energy or funds to risk these issues. I'm sorry I can't stay with the company anymore.

    PTSI - Levi B.
    Honestly that is your choice. I will send you an email when stock is reserved.

    Joshua Jackson
    Honestly, I just went through the same process with Cooler Master, who was way better to deal with and didn't hesitate to do an exchange with me, and sent me a free gaming mouse just for sticking with them through their product failures. This isn't my choice but yours. But I do appreciate the advanced RMA and the email once it's reserved.

    PTSI - Levi B.
    Is there anything further I can assist you with today?

    Joshua Jackson
    Nope

    PTSI - Levi B.
    Thank you for choosing ASUS.
    If you have anymore questions, feel free to contact us again.

  2. #2
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    Default Re: This is the reason you don't buy Asus

    Very interesting.

    Disappointing that they wouldn't elevate your request for sure. Seems an easy Yes to say "Sure, I'll elevate this".

    I've been very happy with MSI lately, but I've always considered Asus one of the best board makers. This is certainly a sad testament to poor customer service!

    Scott

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    Default Re: This is the reason you don't buy Asus

    unspeakably disgusted with asus right now.

    i will be passing this info on to all who ask for my input for purchasing PC components.
    learning is good .....understanding is better .....pleas teach with wisdom............................................ ..............calemus

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    Default Re: This is the reason you don't buy Asus

    you need to ask for someone in a higher position then that guy when your treated like that, hes following a script
    and doing what hes told to do, and cant help you even if he wanted to.You need to go up the chain of command to get the results you need.

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    Default Re: This is the reason you don't buy Asus

    Quote Originally Posted by vinman View Post
    you need to ask for someone in a higher position then that guy when your treated like that, hes following a script
    and doing what hes told to do, and cant help you even if he wanted to.You need to go up the chain of command to get the results you need.
    I asked the guy to escalate me and he wouldn't do it. Do I just call and ask for someone over the phone? I have used the BBB to get a higher up but I just don't feel like going through that hassle again.

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    Default Re: This is the reason you don't buy Asus

    Very unprofessional from online guy, he'd must pass you to someone on higher position if you ask for, you can still insist on this by phone or email.

    Always look beyond the limits...

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    Default Re: This is the reason you don't buy Asus

    Quote Originally Posted by Smiki007 View Post
    Very unprofessional from online guy, he'd must pass you to someone on higher position if you ask for, you can still insist on this by phone or email.
    I might try the phone route on monday.

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    Default Re: This is the reason you don't buy Asus

    Component Product Support: 1-812-282-2787

    Display, Projector, Graphics Card, Motherboard,
    Multimedia, Networking, Optical Storage,
    or Server
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    * Contact availability subject to change at any time without prior notification.

    Closed in observance of major national holidays.

    Monday – Friday, 5:30AM – 11:00PM PST;

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  14. #9
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    Default Re: This is the reason you don't buy Asus

    Quote Originally Posted by vinman View Post
    Component Product Support: 1-812-282-2787

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    Literally spent a couple hours on the phone. Did get to a manaager. Couldn't understand anything because the quality of their phone service is horrible. Eventually, got an RMA sent in with at least a note to look into switching the board once the RMA department looks at it. Better than it was before, but yeah, horrible service really.

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    Default Re: This is the reason you don't buy Asus

    My wife would have been talking to Asus' President in 10 minutes. I have no idea how she does it, but it seems she gets her way 99% of the time. Hopefully I'll never have cause to sic her on Asus (in 18 years I've never had a single problem with them), but if so, may God have mercy on their miserable souls.

    Sorry about you problems, joshjaks.

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    Default Re: This is the reason you don't buy Asus

    Quote Originally Posted by rpjkw11 View Post
    My wife would have been talking to Asus' President in 10 minutes. I have no idea how she does it, but it seems she gets her way 99% of the time. Hopefully I'll never have cause to sic her on Asus (in 18 years I've never had a single problem with them), but if so, may God have mercy on their miserable souls.

    Sorry about you problems, joshjaks.
    As most of women, they always achieve what they conceive...

    Always look beyond the limits...

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    Default Re: This is the reason you don't buy Asus

    Although I am a big avid fan of ASUS and use a lot of there products, and not just because I get some of it for review but I purchase a lot of ASUS stuff myself also. I haven't had any real big issues with AMD ASUS MB when I was using them. I ran into an issue once with a Intel Z77 board but that is about it. I sold my AMD board a while back and worked great for me, but shortly after the person that bought the board fro me had issue with a PCIe slot, they were able to RMA it but don't know what happened after. Lolz.

    But I do have to say, ASUS CS has gotten pretty bad even when calling them asking for general support that is even none RMA related. I had to call them because I needed a replacement part for the MB that I miss placed and till now, I haven't gotten any response to that request, even via the email I sent. This was over a yr ago.. I just ended up finding the part on eBay and called it a day. But I do agree with the others, the agent should have at least said I will make a attempt to escalate, but not blatantly just say no I won't do it. That is just bad service.

    But of the 6 ASUS MB's that I am still currently using, they have been very good. My oldest one being a older ASUS H61 board that has been running a HTPC for over 5 years now. My ASUS X79 Sabertooh also have been one of the more solid boards I have used.

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    Default Re: This is the reason you don't buy Asus

    Hear it my first RMA board. I got the board DOA.I sent it in for a RMA got it back. Placed it on a shelf so wen I did need it I would have one. Well wen it came time to use it. It was still DOA. So i call ASUS asked them to do a RMA and fix it this time.They said it was out of warranty and said it will cost me $245.00 to fix plus $65 for labor. I said **** youi dont think so .This is the board nowThis is the reason you don't buy Asus-asus-clock-001.jpg

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    CPU: ThreadRipper 2950X @4.1Ghz
    M/B: MSI Meg X399 Creation
    RAM: 64GB G.Skill Trident Z RGB 3000
    GPU: 2x Aorus GTX 1080Ti Waterforce WB Xtreme
    • Smiki007's Full Spec's
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      • Thermaltake Core X9
      • PSU:
      • EVGA Supernova 1600W 80+ G2
      • Cooling:
      • 2x Enermax NEOChanger Res/Pump Combo + 2x Swiftech Xtreme FLow 360mm Rads + ACool Nexxos XT45 240mm Rad + EKWB Pom / Nickel Full Cover TR4 Water Block)
      • Monitor:
      • ASUS VG278H 3D
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      • W10 Pro v.1809
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    Default Re: This is the reason you don't buy Asus

    Quote Originally Posted by killjoyjim View Post
    Hear it my first RMA board. I got the board DOA.I sent it in for a RMA got it back. Placed it on a shelf so wen I did need it I would have one. Well wen it came time to use it. It was still DOA. So i call ASUS asked them to do a RMA and fix it this time.They said it was out of warranty and said it will cost me $245.00 to fix plus $65 for labor. I said **** youi dont think so .This is the board nowClick image for larger version. 

Name:	asus clock 001.JPG 
Views:	287 
Size:	2.58 MB 
ID:	7532
    At least you find a use for this motherboard... as wall clock.

    Always look beyond the limits...

  20. #15
    Core Member

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    killjoyjim is offline

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    24-08-2018 @ 17:02
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    CPU: INTEL i5 4670k
    M/B: ASUS MAXIMUS VII HERO
    RAM: CORSAIR DOMINATOR PLATINUM 16GB 2133
    GPU: Two GIGABYTE 670. With EXPC waterblocks and back plats.
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      • Case Labs Magnum TH 10. With custom paint.
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      • D5 pump with dress up kit and block. Custom Res with three XSPC 480mm rads. Swifteck CPU block and Two XSPC water blocks on my 670 cards.
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      • ASUS ROG THUNDERBOLT
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      • 47'' samsung tv
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      • OCZ 60gb fot OS. And a OCZ 240 ssd.
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    Default Re: This is the reason you don't buy Asus

    Quote Originally Posted by Smiki007 View Post
    At least you find a use for this motherboard... as wall clock.
    Only thing its good for $300.00 clock..

  21. #16
    Moderator

    Status
    Smiki007 is offline

    Last Online
    12-07-2020 @ 12:29
    Join Date
    Apr 2011
    Location
    Lima, Peru
    Posts
    2,442
    CPU: ThreadRipper 2950X @4.1Ghz
    M/B: MSI Meg X399 Creation
    RAM: 64GB G.Skill Trident Z RGB 3000
    GPU: 2x Aorus GTX 1080Ti Waterforce WB Xtreme
    • Smiki007's Full Spec's
      • Case:
      • Thermaltake Core X9
      • PSU:
      • EVGA Supernova 1600W 80+ G2
      • Cooling:
      • 2x Enermax NEOChanger Res/Pump Combo + 2x Swiftech Xtreme FLow 360mm Rads + ACool Nexxos XT45 240mm Rad + EKWB Pom / Nickel Full Cover TR4 Water Block)
      • Monitor:
      • ASUS VG278H 3D
      • OS:
      • W10 Pro v.1809
    Thanks
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    Default Re: This is the reason you don't buy Asus

    Quote Originally Posted by killjoyjim View Post
    Only thing its good for $300.00 clock..
    Yeah, but think this way, 10-20 years from now this moboclock could worth more than $5000 as an antique.

    Always look beyond the limits...

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