ASUS RMA Policy

nimmers · 8th May 2012, 10:50 AM

Hey guys,

Wondering if any of you have had any experiences with ASUS' return policy.

I bought a new ASUS ENGTX580 videocard back in February and it never worked right, I tried lots of stuff, different drivers, upping the voltage slightly, replaced my PSU with a 900W up from a 700W.

It would often just crash the display driver while playing games or watching videos in VLC. It would also flash random artifacts on the screen. I couldn't get through 3dMark 2011 on the factory clock settings on high without random glitching with red and blue blocks on the screen.

Eventually I tried underclocking the memory by a lot (like all the way to the left in the slider on smart doctor) and the problem stopped happening. Obviously less than ideal for a $600 videocard so after 5 weeks of stuffing around trying to figure it out I took it back to the shop.

Should be able to rule out the rest of my machine as a problem, running a 2600K, ASUS Maximus IV mobo, 2 hard drives and a 900W thermaltake PSU. Running fine again on an old GTX460.

The store I bought from are telling me that it takes 5-7 weeks to RMA it. That is pretty much as long as I've owned the thing! Looked at ASUS' website and they say you need to deal with your reseller for Video card issues. Have any of you had any experience with this kind of thing? 5-7 weeks seems really excessive to me.

Cheers!

2SHY · 8th May 2012, 11:34 AM

Dealing with them now for my new CPU Socket, Call them directly and explain the situation to them.

Take it from there and let us know what is happening.

Dan N · 8th May 2012, 12:30 PM

Oh my god, I hate Asus and will not buy any asus products in the near future. I argued with them yeterday trying to explain to them.

They refused to repair my mobo. I even offered to pay for repair, and they still refused because of the different parts.

I said what's the difference between laptop motherboard and computer motherboard where they can repair regardless of the components that may be differ but it doesn't make sense.

So I sent it back to ocuk because their service is useless.

CQGLHyperion · 8th May 2012, 1:02 PM

Within 12 months send it back to the retailer directly. That is if you got it from a local retailer.

I sent my 1900xtx back for replacement once. Even though it was over 12 months but less then the 3 years, it still went back thorugh the supplier for a small postage fee.

Did take a few weeks to be returned but I was lucky to have a mate with the same model card I could borrow.

Quote:

Originally Posted by danny.nguyen

Oh my god, I hate Asus and will not buy any asus products in the near future. I argued with them yeterday trying to explain to them.

They refused to repair my mobo. I even offered to pay for repair, and they still refused because of the different parts.

I said what's the difference between laptop motherboard and computer motherboard where they can repair regardless of the components that may be differ but it doesn't make sense.

So I sent it back to ocuk because their service is useless.

I think you need to explain your story in full because all I read is that you did something to it to void warranty and they refused even a paid repair which they can do anyway.

evilasdeath · 8th May 2012, 1:41 PM

Quote:

Originally Posted by nimmers

The store I bought from are telling me that it takes 5-7 weeks to RMA it. That is pretty much as long as I've owned the thing! Looked at ASUS' website and they say you need to deal with your reseller for Video card issues. Have any of you had any experience with this kind of thing? 5-7 weeks seems really excessive to me.
Cheers!

It appears that you knew it was busted from the start, you should have taken it back to the store within the first week and claimed DOA and ether got a direct refund/replacement straight away.

nimmers · 8th May 2012, 2:24 PM

Quote:

Originally Posted by evilasdeath

It appears that you knew it was busted from the start, you should have taken it back to the store within the first week and claimed DOA and ether got a direct refund/replacement straight away.

I didn't *know* it was busted at all from the start, it only occasionally (but consistently) crashed and only when doing graphically intensive things. As I said I was worried my 700W PSU might be the problem and I upgraded it, thought it might be a driver issue etc. It wasn't until I could see something consistently not working (The 3Dmark thing) and prove it was the videocard (underclocking fixed it) did I *know* it was faulty.

evilasdeath · 8th May 2012, 2:47 PM

Quote:

Originally Posted by nimmers

I didn't *know* it was busted at all from the start, it only occasionally (but consistently) crashed and only when doing graphically intensive things. As I said I was worried my 700W PSU might be the problem and I upgraded it, thought it might be a driver issue etc. It wasn't until I could see something consistently not working (The 3Dmark thing) and prove it was the videocard (underclocking fixed it) did I *know* it was faulty.

I do know the way you think my EVGA card started locking up after 2 1/2 years and i tested it for awhile before i RMA'd it (3 year warranty)

I was worried that it would get sent back as OK since it only crashed in specific situations (it wouldn't crash underclocked thou)

Sent it back to pccasegear and had a replacement card in like 10 days, upgraded model as well.

TerminalVeloCD · 8th May 2012, 3:04 PM

I have sent motherboards to ASUS Services in Silverwater, NSW for service in the past and have had nothing but great experiences and very fast turnarounds. Out of all the motherboards that I have used (includes ASUS/ASRock, Gigabyte and MSI) the ASUS designs are by far and away the best.

Dan N · 8th May 2012, 3:07 PM

Quote:

Originally Posted by CQGLHyperion

Within 12 months send it back to the retailer directly. That is if you got it from a local retailer.

I sent my 1900xtx back for replacement once. Even though it was over 12 months but less then the 3 years, it still went back thorugh the supplier for a small postage fee.

Did take a few weeks to be returned but I was lucky to have a mate with the same model card I could borrow.

I think you need to explain your story in full because all I read is that you did something to it to void warranty and they refused even a paid repair which they can do anyway.

I did. I explained in details.

knowskillz · 8th May 2012, 3:41 PM

Quote:

Originally Posted by danny.nguyen

So I sent it back to ocuk because their service is useless.

You can't buy something from OCUK(overseas) and expect Asus Australia to replace/fix it for you as motherboards dont' have international warranty

CQGLHyperion · 8th May 2012, 4:43 PM

Quote:

Originally Posted by danny.nguyen

I did. I explained in details.

What parts were different? You never explained that and how it came to be.

RyoSaeba · 8th May 2012, 4:47 PM

Quote:

Originally Posted by danny.nguyen

Oh my god, I hate Asus and will not buy any asus products in the near future. I argued with them yeterday trying to explain to them.

They refused to repair my mobo. I even offered to pay for repair, and they still refused because of the different parts.

I said what's the difference between laptop motherboard and computer motherboard where they can repair regardless of the components that may be differ but it doesn't make sense.

So I sent it back to ocuk because their service is useless.

Because AU don't have the same parts as UK models. If you're willing to pay for it, just take it to a laptop service centre and see what they say.

shadowman · 8th May 2012, 5:41 PM

I RMA'd a motherboard via the retailer a few weeks back, total turnaround was under two weeks.

I was going to do it directly, but it was going to cost me in postage. Best way to get the ball rolling is by contacting acau_rma@asus.com and they will send you a form to complete and send back.

The service centre is in Sydney, so if you live locally, you can drop it off once you have the RMA number.

Dan N · 8th May 2012, 6:21 PM

Quote:

Originally Posted by CQGLHyperion

What parts were different? You never explained that and how it came to be.

I dont need to explain it here but i just tell u that I did in person at asus anyway. I will not buy asus stuff again. end of the story.

WuZMoT · 8th May 2012, 8:14 PM

Quote:

Originally Posted by nimmers

Hey guys,

The store I bought from are telling me that it takes 5-7 weeks to RMA it. That is pretty much as long as I've owned the thing! Looked at ASUS' website and they say you need to deal with your reseller for Video card issues. Have any of you had any experience with this kind of thing? 5-7 weeks seems really excessive to me.

Cheers!

Typical turnaround directly with Asus is about two weeks. If the reseller is quoting you any more than three weeks they are probably sending it indirectly via the distributor (extra transit and processing time)

8th May 2012, 10:50 AM	#1
nimmers Member Join Date: Dec 2005 Location: Sydney Posts: 771	ASUS RMA Policy Hey guys, Wondering if any of you have had any experiences with ASUS' return policy. I bought a new ASUS ENGTX580 videocard back in February and it never worked right, I tried lots of stuff, different drivers, upping the voltage slightly, replaced my PSU with a 900W up from a 700W. It would often just crash the display driver while playing games or watching videos in VLC. It would also flash random artifacts on the screen. I couldn't get through 3dMark 2011 on the factory clock settings on high without random glitching with red and blue blocks on the screen. Eventually I tried underclocking the memory by a lot (like all the way to the left in the slider on smart doctor) and the problem stopped happening. Obviously less than ideal for a $600 videocard so after 5 weeks of stuffing around trying to figure it out I took it back to the shop. Should be able to rule out the rest of my machine as a problem, running a 2600K, ASUS Maximus IV mobo, 2 hard drives and a 900W thermaltake PSU. Running fine again on an old GTX460. The store I bought from are telling me that it takes 5-7 weeks to RMA it. That is pretty much as long as I've owned the thing! Looked at ASUS' website and they say you need to deal with your reseller for Video card issues. Have any of you had any experience with this kind of thing? 5-7 weeks seems really excessive to me. Cheers!

8th May 2012, 11:34 AM	#2
2SHY Member Join Date: Aug 2010 Location: Sydney NSW AU Posts: 4,225	Dealing with them now for my new CPU Socket, Call them directly and explain the situation to them. Take it from there and let us know what is happening. __________________ [Logitech 'G' Owners Club Member #9] Steam ID: 2SHY_N8 / Origin: N8HIAN OCAU Trades Computer Sepcifications

8th May 2012, 3:04 PM	#8
TerminalVeloCD Member Join Date: May 2004 Location: 6155 Posts: 1,543	I have sent motherboards to ASUS Services in Silverwater, NSW for service in the past and have had nothing but great experiences and very fast turnarounds. Out of all the motherboards that I have used (includes ASUS/ASRock, Gigabyte and MSI) the ASUS designs are by far and away the best. __________________ [ TerminalVeloCD ] Antec 902v3 \| Antec EarthWatts EA-750 \| ASUS P8Z77-V Deluxe (1015) \| Intel Core i7 3770K L214C161 (46x / 1.256V) \| Corsair Hydro H80 (Noctua NF-F12 PWM x2) \| Corsair Vengeance 4x4GB PC12800 DDR3 (9-9-9-24 @ 1.5V) \| 2x EVGA nVidia GeForce GTX 680 2GB SLI \| Creative Sound Blaster X-Fi XtremeMusic \| Dell UltraSharp U2711 \| Logitech X-530

8th May 2012, 5:41 PM	#13
shadowman Member Join Date: Aug 2003 Location: Perth Posts: 2,642	I RMA'd a motherboard via the retailer a few weeks back, total turnaround was under two weeks. I was going to do it directly, but it was going to cost me in postage. Best way to get the ball rolling is by contacting acau_rma@asus.com and they will send you a form to complete and send back. The service centre is in Sydney, so if you live locally, you can drop it off once you have the RMA number. __________________ *"Icecream is gonna save the day"* - Muscles

8th May 2012, 12:30 PM	#3
Dan N Member Join Date: Feb 2010 Location: Sydney, Australia Posts: 633	Oh my god, I hate Asus and will not buy any asus products in the near future. I argued with them yeterday trying to explain to them. They refused to repair my mobo. I even offered to pay for repair, and they still refused because of the different parts. I said what's the difference between laptop motherboard and computer motherboard where they can repair regardless of the components that may be differ but it doesn't make sense. So I sent it back to ocuk because their service is useless.