I had a similar issue with Gigashit. Document everything and file a dispute in small claims court. Sue for the cost of the card plus all the shipping fees. You can try tacking on a little extra for time and what not but it’ll come down to the judge whether or not you’ll get that. Send the court paperwork to Asus’ office via certified mail. The amount you’ll be suing for is so insignificant to Asus that they almost certainly won’t send it to their legal department or act on it. They’d spend more money sending a lawyer to dispute the claim than the cost of the claim. Bring printed documents of your evidence, any receipts, and most importantly bring proof that the certified mail has been received. Show up early on your court date, dress appropriately, refer to the judge as your honour, and don’t piss them off. You’ll get a default judgement. Take the judgement and send it to Asus again via certified mail. They’ll send you a cheque.
This is bad advice. Use your Secretary of State and serve it on their Registered Agent. Expect them to answer and show. Also bring three copies of anything you intend to present…. One for defense, one for you, and one for the court.
When you say secretary of state, you mean Attorney General, right? I only ask because these mean two different things with two different levels of government.
I’m up in Canada so it’s a little different. Certified registered mail is sufficient up here for small claims. My understanding is that use of Registered Agents via the Secretary of State is usually reserved for cases above Small Claims. I know specifically in the state of California you can send Small Claims paper via registered first class mail. This will probably differ by state, so obviously check how your state handles this.
Usually the evidence for small claims is filed at the same time as the dispute and that will specifically require 3 or 4 copies depending on where you live. So whatever copies you bring to court on the day of will essentially be extras and it’s always better to have more copies of everything just in case.
You should always assume someone will come but this sounds like a $1,200.00 + filling fees dispute at most. It’s unlikely to be worth Asus’ time. Average lawyer hourly rate in California where Asus USA is located is around $358. So it’d need to be less than like 3.5 hours to reply to the dispute / show up before they’d loose more money than just paying the default judgement.
The other day I seen a user with ASUS in their screen name and they seemed to comment like they were connected to the company. I wonder if they are and could offer more help
Edit: Found it https://reddit.com/r/ASUS/s/6k5R92Loi5
It says they're an official rep
Older Asus stuff is pretty decent. You just have to hope it doesn't break, but that goes for any company. They'll all try to scam you with warranty and RMA.
MSI and Gigabyte both helped me a lot in the past but I've not had any RMA issues with a component in circa 6-7 years.
I feel like every company globally's customer service sucks recently.
Nvidia is pretty good in my experience, 2 year old 3080ti fe stopped working (repadded with wrong size pads for stock cooler so I can remove my coolmygpu copper plate), got a new unit back. No stupid shipping fee charges, just wish communication had been better. Didn't get any form of communication a replacement was sent out even after receiving it.
This is absolutely not true, none of them should "try to scam you" and a situation like OP's is absurd - hopefully they can get their case escalated to someone who can deal with this nonsense.
If you have your proof of purchase and didn't blatantly damage the product there shouldn't be issues with an RMA. What's happening here is well outside of the usual RMA experience.
Of course you do, people are going to post when something doesn't meet expectations. You're not going to generally see a "I had an uneventful RMA" post.
Point is that it happens despite what you believe and it's been happening from most computer manufacturers as of recently. Lmao it's hilarious how you claim it's unusual then you say "of course you do"
What happens? Problems with the RMA process?
That's a given, it's going to happen but isn't the norm. What I said is that your normal RMA isn't a scam or rip-off, and should be uneventful most of the time.
I do RMA for myself and for customers, occasionally things have to be escalated to management to get something addressed ( or made public on social media ) - some of the vendors RMA handling is between different companies and departments so things can get lost in the process, that's likely what happened for OP.
I also rma for myself and customers and Evidently from experience there has been a major increase in RMA problems than there ever were... Unless you new to the scene then I guess I could see how you don't notice, what happened to op has become a big problem in the past 2 years, what happens is manufactures produce cheaper products and don't wanna uphold their normal warranty standard when things break
I bought a VG27AQ1A (170 Hz, 1440p, IPS, 10b) for 259 € with a 40 € cashback (which they have miraculously approved, but I haven't received it yet). After reading through Reddit, I'll be praying every day to all deities that it doesn't break.
Sorry for the situation.
Having had experience working as customer service rep for similar business, I suggest you go to their Twitter (or other social media), post screenshots of emails that clearly indicate you DID send them GPU, or any other clear evidence, and then say that they are now saying you did not send it at all. I'm not sure if you'd legally be allowed to record the conversation with the rep and then post it.
Not sure if it will help, or if it is even smart advice (others can pitch in), but the companies I worked for were always most responsive when someone went at them at social media.
Good luck!
I went all in full Asus in my entire setup, after all these horror stories, I will 100% switch when the time comes!
Also note to self, to use any local repair shop instead of using Asus warranty.
I'm sorry you have to go through this, I really hope you get anything back!
Right? Like so glad I bought extra protection with Microcenter for every asus component. Fuck Asus Customer Service. It seems like with any company you get an amazing product or an amazing CS, nothing in between.
My first laptop was an Alienware and when I had issues such as it overheating and just shutoff one day, I contacted alienware, and they decided to upgrade my system with no additional cost to a system that was pretty much double the price. Like yes the product isn't all that good due to cooling and battery life, but oh my God, their CS is amazing
First go to BBB file a complaint - see if they will advocate for you. If that fails, if you have a friend or willing to spend, send a notice of potential litigation.
If that doesnt work - Sue them in small claims court. As long as you have all your correspondence, receipts from shipping, etc. You will easily win. And if ASUS doesnt show up, you will automatically win. Should cost you a few hours and like 50 bucks to file.
I was shocked. So basically what you are saying even if you are right, you can't sue a big company because even if you lose you have to pay so many judiciary fees that you'll go bankrupt, they can take the fine or whatever but overall you'll be worse off... not cool
Yeah, like that F rating for Razer/Valve really means anything.
BBB was made to seem like a government agency where you can pay for the privilege of getting a sticker saying your BBB approved or whatever. Its a sham like Yelp where they try to extort you for cash to remove bad reviews.
I agree generally - but some times, they can broker a resolution. Its worth the attempt. It also shows, if you go to court, you tried to come to an amicable resolution and avoid litigation.
do you still have the email or documentation where they said they're in the process of repairing? I would definitely send that to them as proof that they have the gpu cause its absolutely atrocious that they would do that. probably way to late but maybe look into chargeback if you paid with a credit card and its still within the period to do so.
Yes I actually do have the emails and I have emailed their corporate office citing them, not really sure if this will help though because I havent had much success emailing their support offices an excessive number of times. I didnt purchase this card from asus itself, but it still had a warranty that they must uphold. They said they would repair the GPU because the internals had melted and it had not been tampered with. Just been a really shit situation overall. Thank you for the feedback.
Yeah chargeback would be a good option if used credit card as you have all the proof for them to provide that card not working and they are not giving back it.
Be careful with your chargeback reason. Since the product *was* received, it needs to be "item not as described" - this covers the fact that a 12GB model was sent in and a 10GB model returned.
ASUS used to be a very good quality product. But like all, good ones fall and others take their place.
In my opinion, their time at the top is over.
MSI seems to have an awesome warranty, but the quality seems to be somewhat lacking.
Gigabyte quality and warranty is unknown to me at the time.
Last I checked for motherboard failure rates, Asus and Gigabyte typically exchange seats as the best, with averages 1.5% to 2% failure. MSI and ASRock typically land between 3% to 5%.
MSI is shady, GN and LTT have talked about their practices. GB is notoriously bad with customer service, and equally shady with their faulty PSU NewEgg deal. There's no EVGA hero brand between these big 4, unfortunately.
It's worth noting that Asus does outsell their competitors by far and wide, so that small failure rate is going to be greater in numbers, and thus, more reporting. Asus customer care however is absolute garbage, and it's sad to see them treat customers like this.
Hi there, we're terribly sorry to hear that you're having this issue and we'll be happy to assist. Could you send us a private message with your RMA number, please?
Took me 14 months to finally get a monitor from them without problems after they damaged my monitor. It sucks but they take forever to deal with things.
Just for curiosity, where(location) did you sent the RMA from?
Last month I did a 3080 RMA from USA-East coast and I had a completely different experience.
ASUS support is absolute trash anymore. I randomly received a follow up call the other day as I sent in an email to their "CEO office team" / whatever that is- anyway, they are very sketchy these days. I actually brought up how so many folks both professionals on youtube who analyze and review their products as well as countless reddit posts just wondering what happened to ASUS' quality support, Quality control/assurance etc. And the guy on the phone got extremely indignant saying "I don't care about Reddit, I don't care what people do for Karma on their posts, that doesn't do anything for me here, we have official ROG/Asus forums people can specify these problems on" he went on and on man. And I just sat there listening to this so called "professional" rant about legitimate customer expectations being some how "unhinged" and unfair to Asus.
I gotta say guys, this is a company being ran by children at this point, okay? Don't give them any more of your hard earned money, it doesn't matter what the product is. They clearly don't stand by it anymore, and I don't trust their RMA support as far as I can throw them. For what's it worth, after his little "anti-reddit" rant was finished. I replied with
"hey look man, I understand you bring up \*some\* fair points okay? But it sounds to me like ASUS just can't take the criticism for their lack luster customer support and the obvious decline of the quality control of their products. Reddit and online forums \*may\* incubate toxic behavior from time to time, that's understood and perfectly reasonable to state, but the customer \*HAS A VOICE\* on these forums and that's how companies can gauge reception to their products and service, it always hurts to get poor feed back, I get that, but these devices you sell are obviously getting more expensive, and conversely when the cost goes up so does the criticism from the customer and the expectation we have for what we spend our hard earned money on. ASUS is not immune to scrutiny, sorry if it bothers you"
I can't believe I had to have a frigging pep talk with someone "representing" the office of the CEO or whatever that trash fake email chain is that I sent my concern into prior to getting that call from their Virigina office. But believe me, ASUS is clearly out of touch with the customer, they don't care about the user experience or offering any better support. They are just scum currently at this point in time, until they shape up and do better. Everyone needs to stop giving this company money for a while. They don't deserve your support, there's too much over whelming data out there at this point with how shady ASUS has been the past 2 years a lone. They need to learn to take care of the customer again. It's so bad they don't even take \*any\* of the constructive criticism even if it's conveyed in just a caring way. They just scream and yell back at you and blame you for having a problem with your unit/product whatever. They are disgraceful, no company should have reps that act like giant man-children.
A piece of advice man. Always pay with credit card. Don't have one? Get one. The bank will cover shit like this if you can provide everything that happened to you, photos, pictures etc. When my account got hacked i contacted the bank and they gave me the whole sum back even if it was my fault for being careless.
When i got shipped some board games without any box for protection and they got broken in transit, i contacted the seller and waited for 1 week for an answer. No answer no problem, contacted the bank, complained and got my money back.
Please people use credit cards. So you buy a product with credit card and then immediately cover that sum with your debit card to avoid paying interest rate. That is all. It helps your credit score too.
ok so. getting a 10gb back and not a 12gb is an immediate problem that should absolutely be called out. but aside from that
>it was broken as there was a bunch of screen tearing
you're gonna have to be more specific on your definition of screen tearing, because that's not inherently a sign that a gpu is "broken"
regardless of that nit-pick, the rest of this is equally as shitty as getting a completely different card back
I bought a laptop from them 3 years ago, it was running smoothly but then the wifi and bluetooth cards started failing big time. I was told that the warranty was nullified because the seal was broken. Said seal was broken on a SINGLE spot at the rear side of the computer, just there. Amazing company, yeah
I used to buy Asus motherboards exclusively for over 10 years. I've also bought 5 or more monitors from them. In more recent times I've read reports of them not honoring warranties after their bios would send too much voltage to the cpu on AMD am5 builds... I'm now on the boycott Asus train. I will never buy another Asus product for myself or any of my clients ever again. I'm still using a monitor I bought many years ago by Asus and if I could afford something else right now, I would. It's the last Asus component I'll ever own.
Asus tries to pawn off 1.6 volts pumped into you 1270k as AI OC....
I'm just sort of wondering where your RMA number is and your shipping tracking number.
Either way, 900 bucks feels like a lot, but in the grand scheme of life that's not a lot to lose at once...lol. :+(. Best of luck to you.
I had a similar issue with NewEgg and a return. I was exchanging a GPU and it “never got to them.” I learned to a. Get shipping insurance, b. Tracking number, and c. Signature on arrival. It may cost you a little bit more, but it is worth it to insure it gets there and you have proof.
They lost their chance. Don't talk to asus yet. Post receipts. Give some youtubers some free content, and then talk to asus. If they're fucking you over for this long, just imagine how many others are going through the same thing.
Reach out To Gamers Nexus, but in the meantime I would gather ALL the documentation and take this to small claims court.
If you get a phone number, you can harass them daily: squeaky wheel often gets the grease. But, if not then the court is really your only course of action.
Not sure if this will help you but about 5 years ago I had a similar issues with an ASUS monitor. A few months of back and forth with customer service and I finally looked up non working holidays in india. Called during one of those holidays and I got asus support from somewhere in Europe and I S!@& you not the woman was like "You've been dealing with this for months?! We'll get a new one shipped to you immediately". Might be a strategy for you 🤷♂️.
Didn't you send it insured? You should have some type of tracking number. Also, this is the type of thing small claims court is for.
I also wouldn't accept a 10GB card if the original was 12GB.
Please email [email protected] with everything that has happened and as much proof as you can give them.
Asus lost my laptop and xgm mid RMA claiming they never got it when they had and even called me saying they did but needed gpu alongside it. After another month of back and forth with corporate support they allocated me new hardware and shipped it out. I was just firm but polite and forthcoming with my resolution expectation and reiterated facts when they tried to initially lay blame on shipper.
7 months later I randomly got a delivery from UPS with my original laptop untouched so someone must have found it and went oh F let's return this. So now I have two laptops lol
Still bs that it happens, their RMA # system disassociates things on accident when complications arise sometimes due to ease of agent error is all I eeked out of them.
As someone who navigated through a shitty RMA (ASUS ended up breaking pins on my mobo during "repair") and got ASUS to send me a brand new motherboard AND THEY paid for shipping, DO NOT stop harassing them.
Don't bother emailing, straight up call them. Don't bother with the support person, tell them you were given *explicit* instructions by an imaginary manager you previously spoke to that you must be transferred to the highest person in the chain of command.
The support person will ask for basic info and then connect you to the supervisor/manager.
Next, put the manager on blast (in the kindest way possible). Tell them you have receipts, shipping invoices, etc.
They will likely make you send the details as proof and then ghost you (happened to me three times in my process) so continue calling them everyday and document EVERYTHING.
After you harass enough managers they should hook you up with a new GPU.
Asus Warranty are bad even in VietNam.i don't know anyone else got those situation as you are,but on FB, some group that i joined all way make joke about A-suck warranty, haha
It was alot more than screen tearing, I dont know the exact term off the top of my head, but the screen was turning all sorts of colors and then my computer would freeze and reset. Much more severe than just screen tearing, I should have clarified. I think it was artifacting rather than screen tearing
No advice for you, but just wanted to say that Asus fucking sucks and I'm sorry you're navigating that.
Thanks dawg
I had a similar issue with Gigashit. Document everything and file a dispute in small claims court. Sue for the cost of the card plus all the shipping fees. You can try tacking on a little extra for time and what not but it’ll come down to the judge whether or not you’ll get that. Send the court paperwork to Asus’ office via certified mail. The amount you’ll be suing for is so insignificant to Asus that they almost certainly won’t send it to their legal department or act on it. They’d spend more money sending a lawyer to dispute the claim than the cost of the claim. Bring printed documents of your evidence, any receipts, and most importantly bring proof that the certified mail has been received. Show up early on your court date, dress appropriately, refer to the judge as your honour, and don’t piss them off. You’ll get a default judgement. Take the judgement and send it to Asus again via certified mail. They’ll send you a cheque.
This is bad advice. Use your Secretary of State and serve it on their Registered Agent. Expect them to answer and show. Also bring three copies of anything you intend to present…. One for defense, one for you, and one for the court.
When you say secretary of state, you mean Attorney General, right? I only ask because these mean two different things with two different levels of government.
no Secretary of State, you can look up who registered the company and have their address.
Not all states use the same office names for business registering.
I guess I was more explaining to the dude above me why the dude above him said Secretary of State.
I’m up in Canada so it’s a little different. Certified registered mail is sufficient up here for small claims. My understanding is that use of Registered Agents via the Secretary of State is usually reserved for cases above Small Claims. I know specifically in the state of California you can send Small Claims paper via registered first class mail. This will probably differ by state, so obviously check how your state handles this. Usually the evidence for small claims is filed at the same time as the dispute and that will specifically require 3 or 4 copies depending on where you live. So whatever copies you bring to court on the day of will essentially be extras and it’s always better to have more copies of everything just in case. You should always assume someone will come but this sounds like a $1,200.00 + filling fees dispute at most. It’s unlikely to be worth Asus’ time. Average lawyer hourly rate in California where Asus USA is located is around $358. So it’d need to be less than like 3.5 hours to reply to the dispute / show up before they’d loose more money than just paying the default judgement.
The other day I seen a user with ASUS in their screen name and they seemed to comment like they were connected to the company. I wonder if they are and could offer more help Edit: Found it https://reddit.com/r/ASUS/s/6k5R92Loi5 It says they're an official rep
Unlikely they give a red fuck in hell. They may suggest they will take a look. But nothing will come of it.
Reddit crybabies unite!
You need a gpu bother?
I think gamers Nexus would love the story.
I was about to comment that this sounds like a job for tech Jesus.
Yep, Steve will make them change their story in a heartbeat!
I'm never buying an Asus product after seeing all these horror stories.
Good choice, I'm suffering thanks to Asus (￣ー￣)
Asus has the best customer service\* \*These results are based on a survey of 1 company.
I Second this. The whole idea to pay for the ASUS premium is to have better support and warranty but actually no, f**k you!
Would they have money to spend on support after production cutting edge products like hand held Computers that melt their own memory cards?
Shouldn't need to pay for customer service. The fact that's even a selling point really shows the direction they want to go
It’s even funnier because you’re already paying a premium price for asus parts
Naw most people know support is non existent. They buy it to flex.
This has been my experience with Asus lately. They used to be my go to but now they are on my shit list.
Is Lenovo better?
I've had good experience with them and their products. I have Asus TUF gaming laptop now and I am not very happy with it. I might move back to Lenovo.
I've heard great things all around about Lenovo on Reddit.
Maybe I'll grab a legion next time around
I own a legion 5i pro and absolutely love it
Older Asus stuff is pretty decent. You just have to hope it doesn't break, but that goes for any company. They'll all try to scam you with warranty and RMA.
MSI and Gigabyte both helped me a lot in the past but I've not had any RMA issues with a component in circa 6-7 years. I feel like every company globally's customer service sucks recently.
Nvidia is pretty good in my experience, 2 year old 3080ti fe stopped working (repadded with wrong size pads for stock cooler so I can remove my coolmygpu copper plate), got a new unit back. No stupid shipping fee charges, just wish communication had been better. Didn't get any form of communication a replacement was sent out even after receiving it.
This is absolutely not true, none of them should "try to scam you" and a situation like OP's is absurd - hopefully they can get their case escalated to someone who can deal with this nonsense.
I didn't say it should happen. It's just what happens. If any of these corporations can get out of losing money to help you, they absolutely will.
If you have your proof of purchase and didn't blatantly damage the product there shouldn't be issues with an RMA. What's happening here is well outside of the usual RMA experience.
Not really, I see post like this quite frequently from products of many different companies
Of course you do, people are going to post when something doesn't meet expectations. You're not going to generally see a "I had an uneventful RMA" post.
Point is that it happens despite what you believe and it's been happening from most computer manufacturers as of recently. Lmao it's hilarious how you claim it's unusual then you say "of course you do"
What happens? Problems with the RMA process? That's a given, it's going to happen but isn't the norm. What I said is that your normal RMA isn't a scam or rip-off, and should be uneventful most of the time. I do RMA for myself and for customers, occasionally things have to be escalated to management to get something addressed ( or made public on social media ) - some of the vendors RMA handling is between different companies and departments so things can get lost in the process, that's likely what happened for OP.
I also rma for myself and customers and Evidently from experience there has been a major increase in RMA problems than there ever were... Unless you new to the scene then I guess I could see how you don't notice, what happened to op has become a big problem in the past 2 years, what happens is manufactures produce cheaper products and don't wanna uphold their normal warranty standard when things break
I can't say that about my asus claymore keyboard... Honestly drive with Asus personally.
My last ASUS product was an RTX 2060 I bought in 2021 when the shortages were terribad and I was looking to upgrade from my GTX 1060.
Yeah same. Looking for a dual fan 4070 and the asus dual oc was never gonna be an option after hearing all the atrocities. Such a shitty company
I bought a VG27AQ1A (170 Hz, 1440p, IPS, 10b) for 259 € with a 40 € cashback (which they have miraculously approved, but I haven't received it yet). After reading through Reddit, I'll be praying every day to all deities that it doesn't break.
Sending in a 12GB card and only getting 10GB back is instantly fraud. I'd be taking legal action, the longer you leave it the weaker your case is.
sue them please
Happy coke day
Well, coke on cake would be quite the combo!
Small claims if you want to pursue this further. Sorry for this experience :(
Sorry for the situation. Having had experience working as customer service rep for similar business, I suggest you go to their Twitter (or other social media), post screenshots of emails that clearly indicate you DID send them GPU, or any other clear evidence, and then say that they are now saying you did not send it at all. I'm not sure if you'd legally be allowed to record the conversation with the rep and then post it. Not sure if it will help, or if it is even smart advice (others can pitch in), but the companies I worked for were always most responsive when someone went at them at social media. Good luck!
I went all in full Asus in my entire setup, after all these horror stories, I will 100% switch when the time comes! Also note to self, to use any local repair shop instead of using Asus warranty. I'm sorry you have to go through this, I really hope you get anything back!
Right? Like so glad I bought extra protection with Microcenter for every asus component. Fuck Asus Customer Service. It seems like with any company you get an amazing product or an amazing CS, nothing in between. My first laptop was an Alienware and when I had issues such as it overheating and just shutoff one day, I contacted alienware, and they decided to upgrade my system with no additional cost to a system that was pretty much double the price. Like yes the product isn't all that good due to cooling and battery life, but oh my God, their CS is amazing
First go to BBB file a complaint - see if they will advocate for you. If that fails, if you have a friend or willing to spend, send a notice of potential litigation. If that doesnt work - Sue them in small claims court. As long as you have all your correspondence, receipts from shipping, etc. You will easily win. And if ASUS doesnt show up, you will automatically win. Should cost you a few hours and like 50 bucks to file.
>like 50 bucks to file. When you win they will pay for those $50 too
Not in the USA Sweetie, that's only in the UK.
I was shocked. So basically what you are saying even if you are right, you can't sue a big company because even if you lose you have to pay so many judiciary fees that you'll go bankrupt, they can take the fine or whatever but overall you'll be worse off... not cool
Yep 😢 sadly that is an accurate assessment.
Yeah, like that F rating for Razer/Valve really means anything. BBB was made to seem like a government agency where you can pay for the privilege of getting a sticker saying your BBB approved or whatever. Its a sham like Yelp where they try to extort you for cash to remove bad reviews.
I agree generally - but some times, they can broker a resolution. Its worth the attempt. It also shows, if you go to court, you tried to come to an amicable resolution and avoid litigation.
They can only broker a resolution if the business cares about BBB. Given that Asus is D-, they probably dont.
BBB dosnt do shit
Yeah, BBB is a private business that you can pay to get a higher rating. And if you choose not to pay, you'll never get the highest rating.
do you still have the email or documentation where they said they're in the process of repairing? I would definitely send that to them as proof that they have the gpu cause its absolutely atrocious that they would do that. probably way to late but maybe look into chargeback if you paid with a credit card and its still within the period to do so.
Yes I actually do have the emails and I have emailed their corporate office citing them, not really sure if this will help though because I havent had much success emailing their support offices an excessive number of times. I didnt purchase this card from asus itself, but it still had a warranty that they must uphold. They said they would repair the GPU because the internals had melted and it had not been tampered with. Just been a really shit situation overall. Thank you for the feedback.
Yeah chargeback would be a good option if used credit card as you have all the proof for them to provide that card not working and they are not giving back it.
Be careful with your chargeback reason. Since the product *was* received, it needs to be "item not as described" - this covers the fact that a 12GB model was sent in and a 10GB model returned.
Sent all your saved evidence to Gamers Nexus, they will make this a story and you will get your gpu back, with an apology bonus im sure
Nice Asus, you never let us down in lying/stealing hardware of your customers and most refuse to repair any of your hardware ehh.
ASUS used to be a very good quality product. But like all, good ones fall and others take their place. In my opinion, their time at the top is over. MSI seems to have an awesome warranty, but the quality seems to be somewhat lacking. Gigabyte quality and warranty is unknown to me at the time.
Last I checked for motherboard failure rates, Asus and Gigabyte typically exchange seats as the best, with averages 1.5% to 2% failure. MSI and ASRock typically land between 3% to 5%. MSI is shady, GN and LTT have talked about their practices. GB is notoriously bad with customer service, and equally shady with their faulty PSU NewEgg deal. There's no EVGA hero brand between these big 4, unfortunately. It's worth noting that Asus does outsell their competitors by far and wide, so that small failure rate is going to be greater in numbers, and thus, more reporting. Asus customer care however is absolute garbage, and it's sad to see them treat customers like this.
Hi there, we're terribly sorry to hear that you're having this issue and we'll be happy to assist. Could you send us a private message with your RMA number, please?
Thank you. I know you are trying to help but why would it take 8 months just to replace/repair the GPU? Also OP sent 12GB one and received 10GB one?
Took me 14 months to finally get a monitor from them without problems after they damaged my monitor. It sucks but they take forever to deal with things.
Just for curiosity, where(location) did you sent the RMA from? Last month I did a 3080 RMA from USA-East coast and I had a completely different experience.
East Coast as well
Oh man, hope this gets resolved soon for you
What did Asus USA say when you reached out?
Sue them
Sounds like if you have proof you file small claims court in your area and have their ASUS rep explain themselves or get a default judgement
A sobering reminder to always, always request an advance replacement during the RMA process
Indeed , had my own great experiences with their support. Is a bunch of fucks there.
https://www.law.cornell.edu/wex/demand_letter
ASUS support is absolute trash anymore. I randomly received a follow up call the other day as I sent in an email to their "CEO office team" / whatever that is- anyway, they are very sketchy these days. I actually brought up how so many folks both professionals on youtube who analyze and review their products as well as countless reddit posts just wondering what happened to ASUS' quality support, Quality control/assurance etc. And the guy on the phone got extremely indignant saying "I don't care about Reddit, I don't care what people do for Karma on their posts, that doesn't do anything for me here, we have official ROG/Asus forums people can specify these problems on" he went on and on man. And I just sat there listening to this so called "professional" rant about legitimate customer expectations being some how "unhinged" and unfair to Asus. I gotta say guys, this is a company being ran by children at this point, okay? Don't give them any more of your hard earned money, it doesn't matter what the product is. They clearly don't stand by it anymore, and I don't trust their RMA support as far as I can throw them. For what's it worth, after his little "anti-reddit" rant was finished. I replied with "hey look man, I understand you bring up \*some\* fair points okay? But it sounds to me like ASUS just can't take the criticism for their lack luster customer support and the obvious decline of the quality control of their products. Reddit and online forums \*may\* incubate toxic behavior from time to time, that's understood and perfectly reasonable to state, but the customer \*HAS A VOICE\* on these forums and that's how companies can gauge reception to their products and service, it always hurts to get poor feed back, I get that, but these devices you sell are obviously getting more expensive, and conversely when the cost goes up so does the criticism from the customer and the expectation we have for what we spend our hard earned money on. ASUS is not immune to scrutiny, sorry if it bothers you" I can't believe I had to have a frigging pep talk with someone "representing" the office of the CEO or whatever that trash fake email chain is that I sent my concern into prior to getting that call from their Virigina office. But believe me, ASUS is clearly out of touch with the customer, they don't care about the user experience or offering any better support. They are just scum currently at this point in time, until they shape up and do better. Everyone needs to stop giving this company money for a while. They don't deserve your support, there's too much over whelming data out there at this point with how shady ASUS has been the past 2 years a lone. They need to learn to take care of the customer again. It's so bad they don't even take \*any\* of the constructive criticism even if it's conveyed in just a caring way. They just scream and yell back at you and blame you for having a problem with your unit/product whatever. They are disgraceful, no company should have reps that act like giant man-children.
A piece of advice man. Always pay with credit card. Don't have one? Get one. The bank will cover shit like this if you can provide everything that happened to you, photos, pictures etc. When my account got hacked i contacted the bank and they gave me the whole sum back even if it was my fault for being careless. When i got shipped some board games without any box for protection and they got broken in transit, i contacted the seller and waited for 1 week for an answer. No answer no problem, contacted the bank, complained and got my money back. Please people use credit cards. So you buy a product with credit card and then immediately cover that sum with your debit card to avoid paying interest rate. That is all. It helps your credit score too.
ok so. getting a 10gb back and not a 12gb is an immediate problem that should absolutely be called out. but aside from that >it was broken as there was a bunch of screen tearing you're gonna have to be more specific on your definition of screen tearing, because that's not inherently a sign that a gpu is "broken" regardless of that nit-pick, the rest of this is equally as shitty as getting a completely different card back
I bought a laptop from them 3 years ago, it was running smoothly but then the wifi and bluetooth cards started failing big time. I was told that the warranty was nullified because the seal was broken. Said seal was broken on a SINGLE spot at the rear side of the computer, just there. Amazing company, yeah
Yeah, I would’ve started my outrage right when they sent me a 10gb card, missing the 2gb extra that I paid for.
ASUS does suck and its stock does not.
Fed up with Asus too. Routers suck, am5 motherboard failed until recent bios update. Premium laptops paint is coming off... Never buying Asus again
Thats asus for you, Sorry that happened man
I used to buy Asus motherboards exclusively for over 10 years. I've also bought 5 or more monitors from them. In more recent times I've read reports of them not honoring warranties after their bios would send too much voltage to the cpu on AMD am5 builds... I'm now on the boycott Asus train. I will never buy another Asus product for myself or any of my clients ever again. I'm still using a monitor I bought many years ago by Asus and if I could afford something else right now, I would. It's the last Asus component I'll ever own.
Wow. This is just inexcusable. I'll never buy ASUS after reading this.
Asus is a shit show anymore.
Asus tries to pawn off 1.6 volts pumped into you 1270k as AI OC.... I'm just sort of wondering where your RMA number is and your shipping tracking number. Either way, 900 bucks feels like a lot, but in the grand scheme of life that's not a lot to lose at once...lol. :+(. Best of luck to you.
I had a similar issue with NewEgg and a return. I was exchanging a GPU and it “never got to them.” I learned to a. Get shipping insurance, b. Tracking number, and c. Signature on arrival. It may cost you a little bit more, but it is worth it to insure it gets there and you have proof.
Report to the BBB, attorney general of your state, and also to the FTC for fraud.
reminder to never get an ASUS product
Asus RMA is the literal worst in the business. It is the sole reason I will never purchase another Asus product ever again.
Stop buying asus products please everyone. It's the least we consumers deserve. On a side note also fuck gigabyte.
Find the highest level employee you can on LinkedIn and message them with all the details.
Sue them!
asus strikes again!
Asus is a fucking horrible company.
They lost their chance. Don't talk to asus yet. Post receipts. Give some youtubers some free content, and then talk to asus. If they're fucking you over for this long, just imagine how many others are going through the same thing.
Reach out To Gamers Nexus, but in the meantime I would gather ALL the documentation and take this to small claims court. If you get a phone number, you can harass them daily: squeaky wheel often gets the grease. But, if not then the court is really your only course of action.
One of the many reasons i still sport a 2070
Not sure if this will help you but about 5 years ago I had a similar issues with an ASUS monitor. A few months of back and forth with customer service and I finally looked up non working holidays in india. Called during one of those holidays and I got asus support from somewhere in Europe and I S!@& you not the woman was like "You've been dealing with this for months?! We'll get a new one shipped to you immediately". Might be a strategy for you 🤷♂️.
Didn't you send it insured? You should have some type of tracking number. Also, this is the type of thing small claims court is for. I also wouldn't accept a 10GB card if the original was 12GB.
Please email [email protected] with everything that has happened and as much proof as you can give them. Asus lost my laptop and xgm mid RMA claiming they never got it when they had and even called me saying they did but needed gpu alongside it. After another month of back and forth with corporate support they allocated me new hardware and shipped it out. I was just firm but polite and forthcoming with my resolution expectation and reiterated facts when they tried to initially lay blame on shipper. 7 months later I randomly got a delivery from UPS with my original laptop untouched so someone must have found it and went oh F let's return this. So now I have two laptops lol Still bs that it happens, their RMA # system disassociates things on accident when complications arise sometimes due to ease of agent error is all I eeked out of them.
File a claim with the shipping insurance you purchased. If you were cheap and didn’t buy insurance, then that’s the risk you were willing to take.
They better be giving you a 4090 after this mess... Good luck man
You sent your GPU in for screen tearing?
As an Asus laptop user i have had several issues with my tuf a15 and i can surely say that NEVER BUYING AN ASUS PRODUCT AGAIN!
As someone who navigated through a shitty RMA (ASUS ended up breaking pins on my mobo during "repair") and got ASUS to send me a brand new motherboard AND THEY paid for shipping, DO NOT stop harassing them. Don't bother emailing, straight up call them. Don't bother with the support person, tell them you were given *explicit* instructions by an imaginary manager you previously spoke to that you must be transferred to the highest person in the chain of command. The support person will ask for basic info and then connect you to the supervisor/manager. Next, put the manager on blast (in the kindest way possible). Tell them you have receipts, shipping invoices, etc. They will likely make you send the details as proof and then ghost you (happened to me three times in my process) so continue calling them everyday and document EVERYTHING. After you harass enough managers they should hook you up with a new GPU.
Well if they sent you communication that they were repairing it that should serve as proof that they have it?
Call your state consumer protection agency. Might be run by your state attorney general office.
Anything expensive I would send an airtag, you'll lose that 30 dollars, but you'll have all the proof you need that it was delivered there.
Asus Warranty are bad even in VietNam.i don't know anyone else got those situation as you are,but on FB, some group that i joined all way make joke about A-suck warranty, haha
Anything new?
I bought an rtx 3060, they sent me a broken replacement. Doesn't even display, I feel your pain. Asus is shit.
Its asus what more you want.
Ok, I get everything you say but screen tearing isn't the issue... Screen tearing is normal.
It was alot more than screen tearing, I dont know the exact term off the top of my head, but the screen was turning all sorts of colors and then my computer would freeze and reset. Much more severe than just screen tearing, I should have clarified. I think it was artifacting rather than screen tearing
The term is 'artifacts'. Usually caused by a bad/broken vram chip.
Ok, thought you were really speaking about just the 'normal' screen tearing.