That's enough, gentlemen. Leave it.
Canadian RMA Experience
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YoungMan
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YoungMan
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YoungMan
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Wew, lad.Alright lads, this one's a doozie.
Company Name: Asus
Product: X399-E Motherboard
Warranty Period: 3 years
Date purchased: 2019
Date RMAed: April 2022
Where it was sent to: Markham, Ontario
Ease of RMA: 0
Any extra fees?: Shipping
Wait time: 3 months
Details: Defective SATA port.
Satisfaction: 0
tl;dr. Sent in board, approved for RMA, replacement board also had defective SATA port, sent back in again, received board with weird smell and stain, sent back in again, received board with bent USB header pin; fixed it myself and seems OK now.
I've RMA'd with Asus before, figured it'd just be the usually 2 week turnaround: send it in, they verify, I get replacement, we're good.
So I send in the motherboard, they confirm a defective SATA port 3; very easy to test and confirm. They approve the RMA, send me a replacement. I test everything on the board because my warranty has expired now, so there's only a small grace period for the replacement. SATA port 2 is defective. OK, well, shit, good thing I tested. I thought maybe my drive or cable was bad, so I went back and plugged into the other SATA ports, and they all detect the drive except #2. Mistakes happen, no big deal, I'll send it back and they'll inspect everything properly before sending me the next replacement. I contact them, they send me a label to ship it this time. Cool.
Fast forward a few business days and they said everything is fine, the board has been thoroughly tested, nothing is defective; you're gonna have to pay for diagnostic fee. I call bullshit and ask for proof. At the same time, I'm thinking maybe the technician doesn't want to take blame for not testing the board before sending it out, maybe they have some kind of metrics or performance numbers, who knows. So they send me this picture as proof:
View attachment 34887
I asked them to show pictures of the BIOS and serial number, because that image doesn't tell me shit. I can't see what the SATA cables are plugged into, there's an M.2 slot underneath that ROG logo heatsink thing, is the drive just partitioned? Where's the serial number? You even testing MY board? etc. etc.
So then a few business days later, they send me 6 more pictures of the same Windows screen with a SATA cable plugged into a different port, and still no serial number or BIOS screen shown:
View attachment 34888
I specifically asked for BIOS screenshots and the serial number, why are they sending me this? Again, it tells me nothing. I'm getting suspicious now.
The following week, they send me more pictures together:
View attachment 34889View attachment 34890
OK, great, SATA port #2 works. And the serial number... the hell is that supposed to be? Why did it take you 3 days to get that? Why does it look like you just stuck a new label on top of that board? That's the best picture you could get to show the serial number?
I get into a an argument about them not showing me the serial number in the BIOS / Windows, apparently the serial number doesn't show in the BIOS. And when I asked for the Windows version, they sent me this:
View attachment 34891
I'll let you decide if this is sufficient proof, because it looks to me they just wrote in a new serial number into the board; there's literally a button that says Write S/N.
I said whatever, it's been over a month now, just test everything on the board, as you say you do, and send it back to me. They they hit me with a shocker:
"We can't test the U.2 port, so you'll have to wait a few more business days for us to order equipment in order to test your board."
This is their main service center and they admitted they can't fully test their boards.
Yeah, I know, U.2, not that common, but they implemented it onto their own board, and this is their service center.
I pointed that out and in addition asked to have my original board back instead. I'd rather have my old defective SATA port board rather than a replacement that's dusty and scratched up, and possibly has other issues. At least mine was in pristine condition and everything worked except 1 SATA port, which I could just get a SATA card to replace.
Suddenly they got approval from a manager for a "one time exception" to send me a replacement board.
This is the replacement board from them:
View attachment 34892
Thing is, if I sent them this board for an RMA, they would immediately reject me for "liquid damage". But apparently, if they send you a board with suspiciously looking liquid damage, it's totally fine; the customer is always wrong.
Off I go again, trying to get in contact with them. I didn't mention this yet, but getting in touch with them is a pain in the butt, it always take a business day or 2 and then they have to keep escalating things which takes even longer.
I talked with someone, sent picture proof and everything, he offered me advanced RMA, but then there was no stock. Said there would be stock on July 7. The following week I asked what's going on, it's been almost a week. They said there's still no stock and to check back in 2 weeks or send us the board for now and do a standard RMA.
Later, they confirmed the misinformation about July 7th and since there is no stock, they'll try to get me a different model motherboard since there's no stock. A few days later, they said they can't swap with a different model; it has to be same model. And there's no stock, so wait.
And they said clowns couldn't run a service center.
So finally they got stock, they sent me the board for advanced RMA. I immediately go to look under the same spot to see if there's any liquid damage, the first 2 screws were easy to remove, the last one was not; ended up stripping it. So, clearly they didn't inspect the board, let alone test it, as usual. What a ridiculous expectation, right? Or they did and overtightened the screw. I also notice a bent USB header pin when I tried plugging in a header and it wouldn't go in.
I tell all of this to the service center agent, they said hey, that's customer damage for the stripped screw and provided a video of them packing the board and showing closeups of the board. He pointing out the timestamp and to look at this, etc. etc.
The funny thing is, the video also shows the bent USB header. So I point that out to them and now they're "escalating" it.
In the meantime, I said, look, you deal with the strip screw, I'll fix the USB header, we'll call it even; it's been 3 months, I'm tired of this shit.
I swapped the heatsink, fixed the header and sent the board back. I still haven't heard back about the "escalation." But for now, I have what seems to be a working board. It's only been a few days, so who knows.
My local shop told me Asus is garbage now; used to be great, probably the best actually, like 15 years ago. Now? Absolute garbage.
Should've listened, oh well.
View attachment 34893
YoungMan
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Cptn Vortex
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And more fun with Corsair. Got another defective LPX kit, started an RMA with Corsair. Uploaded the invoice and pics of the SN etc, then when the RMA email came in with the support ticket etc, they asked for the Invoice and Pics of the SN... so I sent them again. Then, no responses other than their automated response saying they got my message... Since then over a week and no updates, so went online to check my status. Both under "support tickets" and "My Returns", there is nothing listed... so email back to the ticket in my email about it, and it updates with the automated message, but no one responds still.... their customer support is ATROCIOUS.
crazyea
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There are company guys on the Corsair forums. Send them a PM. They usually help very quickly.
