View Full Version : Horrendous Customer Service / Broken Parts

11-25-2014, 07:09 PM
I just received my Swift back from RMA today, after only having it in my possession for about six days total. I wanted to document my experiences here so that some of you would have an idea of what you're getting yourself into with an RMA on the PG.

The very first thing I noticed is that my original box was nowhere to be found. Instead, they shipped my monitor back in a long, thin, box (that was actually not addressed to me correctly). This was fine, because as long as the monitor works, I really don't care about what the shipping looks like.

However, opening the box up, I noticed a few issues. This thing is packed poorly. Like, really poorly. Inside, the monitor itself is half-falling out of one of those airtube enclosures. It's face down in the box, and about a third of it is just hanging out of the unsealed tubing. Further, the stand is wrapped in one layer of bubble wrap off to the side. Upon inspection, I realize the stand is broken off of the base of the monitor. There is a lot of cracking, dried glue, and what appears to be scratch damage around the plastic on the bottom of the stand. There are some holes in the bottom of the base for screws, and it looks like I might be able to put them back together, but Asus did not provide any screws for me.

In fact, if I remember correctly, in the retail Swift box, the monitor comes pre-assembled. In this case, all of the components are disassembled. There are no screws whatsoever included in this package.

After inspecting the monitor, I notice that the serial number on the panel is the same as the one I sent in.

To conclude, I bought an $800 monitor and used it for six days. I sent it in factory-new condition to Asus, who broke the stand, took my box, took the screws, and sent it all back to the wrong address in a flimsy cardboard box. I have not even gotten to test the monitor because the stand will not hold it.

Please be careful if you're looking to do an RMA, guys.

Anyone have any experiences like this?

Asus, do you have anything to say for yourself?

11-25-2014, 07:18 PM
Wow man.... This is really terrible. I sent mines in with original box and parts too. I dont even know what to say.

What do you plan on doing?

11-25-2014, 07:19 PM
Where did you send it for rma? I sent mines to CA.

11-25-2014, 07:21 PM
Ouch. I'm sorry you had such awful service. My monitor just died, and I am very glad I came here and posted about it before I sent mine off via RMA. You confirmed what ASUS says in their RMA instructions: don't send it in the original box, don't send the stand or any accessories...unless you do a cross-ship RMA. I just requested one, and they are now in the process of doing a stock check. If they find one, they put a hold on my credit card, send me a new ROG Swift, then when they receive my broken screen and accept the fact that it's under warranty, they take the hold off my card.

It's crazy that they want us to ship the screen in a different box, and ship it back the same. At least with a cross-ship RMA you get to send it all back once you're happy with the replacement...but only if they can find one.

11-25-2014, 07:34 PM
But what is the point of taking the monitor apart when it came assembled already. I've never had to deal with crap like this.

Also not everyone is aware of Advanced Rma. I mean I had to request for them to pay for shipping. Guy I spoke with wouldn't have said anything. Fantastic customer service there!

11-25-2014, 09:18 PM
I sent mine to CA. As far as I knew, they did not offer an Advanced RMA, nor did they ever tell me not to send the stand. In fact, they gave me a checklist of all the things to include, and mentioned all retail accessories had to be present.

As far as what I'm going to do, I'm going to speak to customer service today and try to get a new one. It's simply unacceptable that something like this would happen.

11-25-2014, 10:08 PM
Please be careful if you're looking to do an RMA, guys.

Anyone have any experiences like this?

Asus, do you have anything to say for yourself?

Your experience is damn near identical to mine. You can read it in this thread

Here is the general outline though.

Update on what may be RMA hell with ASUS.

After creating an RMA request, shipping the unit, having it delivered to ASUS on Nov 6th, I am still waiting to hear back about what is going on with my display or as much as a delivery estimate or timeframe to get my unit back from ASUS.

When I check my RMA# online, its states "Product repair is in progress."

When I called in to check in on my RMA by calling, the agent I spoke with said that her notes show that the unit is in "repair" status and that a "model change has been requested". Needless to say I never saw, received or approved for a model change.

Does this means that the "model change" request came from the repair center, I asked? I made it clear to the tech I spoke with that I do not want another model but if ASUS is fixing a flaw in the design and resending RMA's of the PG278Q with say a PG278Q-B or something then sure I'm all for whatever it takes but would not be accepting a lesser spec'ed unit.

The tech said that she sent in the email with my concerns to the RMA center, is waiting to hear back, and will forward a response on to me.

Don't know how many of you are in the same boat I am, but I would urge those that have RMA requests in to follow up with ASUS and pressure to make this right. At the moment, very disappointed to have paid $800 for this experience.

Well to update on my RMA experience with ASUS. I sincerely hope that NOBODY has to go through what I did. To cut the story short, I still don't have a working display and the RMA I sent in arrived unusable and in worse shape than I sent it.

After going through the general hassle to file an RMA through ASUS, shipping the unit in (in it's original box and packaging) I finally receiving the unit back a process that ate 2 weeks the new unit arrived as follows. Disassembled, and with a broken ribbon cable on the base and missing the power block which I admittedly sent in along with the unit.

My first corse of action was to review the included paperwork. The packing slip listed the display, the base and tower, and the power block. The proprietary power block was nowhere to be found, the unit base was busted and disassembled. I had no way to even test if the panel would work.

The repair paperwork stated that the repair on the unit was made. What was replaced? The paperwork stated that the "bezel" was cracked and repaired. That is NOT what I sent the unit in for. The problem was clearly described with photos. Basically they took the display in, broke the base (I'm assuming because it was disassembled and the screws were included neatly in a separate ziplock bag. The tare is also such that I doubt it came off during shipping and more likely had come apart during disassembly. The fact that it was allowed to be sent as such is phenomenal in 2014!

When I called in to ASUS to ask them WTF? My first concern was that I could not test the panel to see if the display even worked since they did not send back my power block. When I mentioned the damage, the repair work conducted and the missing power block (which was included on their own packing slip)

The tech's reply word for word "Sir DID you READ? the RMA instructions? "

Completely ignoring the fact that the base was broken and the paperwork had stated that the repair was for something completely irrelevant to the original problem and the fact that their packing slip included the power block. He was of corse educating me to the fact that they tell you not to send in accessories (not sure what you'd do if your power block was the culprit lol) but regardless. The power block was the least of my concerns.

Sensing my frustration with his reply to nearly scold me regarding me sending in the power block along with the display and ignoring my concerns about the paperwork, the work done and the fact that the unit was broken I got transferred to a "supervisor". (ASUS outsources their customer support via PEGATRON in far away places btw)

After talking to the supervisor and explaining the problem. He requested photographic PROOF that the display was damaged. Again ignoring the fact that no actual internal work was conducted and nothing was repaired. He gave me an email to send in the photos. Which I did (attached below) instantly via my cell phone. I made sure that he had received them by keeping him on the phone until they arrived in his box. He said yes I got them and that I should expect a new RMA#, a new shipping label and that they would be shipping a replacement display which would include the power block to me once they receive the tracking number for the shipment. Satisfied with the reply, I concluded the call.

This was Thursday morning. By Friday night, I had not heard back. Hoping to get an email on Monday, I emailed the supervisor directly informing him that I had not received any new RMA, shipping label etc.

His reply? (Again, copy pasting here)
"We are waiting on pics for the damaged product. Or did you already send those?"

Thinking WTF? I sent him the following.

I had spoken with you specifically and had mailed the pics to you and your subordinate the day you requested them. You had (that moment) on the phone told me that you had received them. Now you donít have them? Iím confused. You had said that you were going to issue a new RMA number and send a replacement display that would include the power block. My job was to wait for the email with RMA instructions and a shipping label. What am I missing here?

Here they are pics again.

Finally today (Tuesday) I got the following.

Letís get that bad monitor on its way back to us so that we can close out your issue. I will be sending a shipping voucher for the return if you have not already done so. We need to have that tracking number communicated to us so that we can release the replacement. I would prefer a phone call, but an email would also be great.

Good Luck

Good LUCK is RIGHT! It looks like I'm going to need it. I received the shipping voucher. I am sending the damaged unit out today yet again. Hopefully this time I can get an actual replacement, and one that works. So far nearing a month without a display.

Not getting my hopes.

http://i169.photobucket.com/albums/u223/Astro8312/IMG_1701.jpeg (http://s169.photobucket.com/user/Astro8312/media/IMG_1701.jpeg.html)

http://i169.photobucket.com/albums/u223/Astro8312/IMG_1699.jpeg (http://s169.photobucket.com/user/Astro8312/media/IMG_1699.jpeg.html)

http://i169.photobucket.com/albums/u223/Astro8312/IMG_1700.jpeg (http://s169.photobucket.com/user/Astro8312/media/IMG_1700.jpeg.html)

Good luck everyone! This is the LAST ASUS product I will ever purchase. I'm basically out $800

11-25-2014, 10:15 PM

And this is where I'm at currently.

After the initial ordeal of filing an RMA, shipping the unit, receiving a busted display back, filing a new RMA and resending it in, being assured that a "replacement" would be sent out last Thursday I am still out a display or as much as a tracking number Monday night.

The "supervisor" whom had assured me that a replacement would be on the way via his personal work email last Thursday has not replied to my emails following up on the status of the replacement after not having heard from him since Wednesday.

Today when I called in to inquire on the status, the rep said that the reason one has not been sent (and what makes the supervisors behavior in not replying to my emails cowardly) is because there are no units in stock and that if one was not available they would ship a different model. Yes, I informed her that the product she was to ship to me was already the best model ASUS makes.

I was instructed to wait 48hours and call back.

The discontinuity and general lack of customer support and care at this company is mind blowing. The support that is available is via a 3rd party call center in Southeast Asia. (Pegatron). What this means, is that Asus pays another company to deal with supporting their products so that they don't have to. Basically they take no responsibility for their own actions.

A reputable company would have a long time ago aligned with their customers' concerns and responded publicly about steps it's taking to make this right. I wonder what ASUS thinks of the power of Twitter to get a message out. Holding that in my back pocket for now but this has been the most atrocious experience so far.

11-25-2014, 10:27 PM

Here's the gore, in case you guys wanted to see.

11-25-2014, 10:32 PM
Wow, that is damn identical to what I have going on. Let me know what happens. It seems like I'm going to be going through the same motions.

11-25-2014, 10:34 PM
Looks like the same imbecile packed yours that shipped mine. Broken and twisted. How does one not disconnect the ribbon cable and instead have it all twisted and or busted. Unbelievable lack of care by unqualified technicians. Asus should be ashamed of themselves for using such 3rd party services. You should power yours on to see if anything was even fixed. On mine the paperwork stated that the "cover" was broken. Whatever that is. Unfortunately mine arrived broken like yours and also without a power block so I couldn't even test it but given the paperwork I doubt they even looked at the issue I sent the unit in for. (Pixel doubling and blurry).

11-27-2014, 07:34 PM
Time to sue? I'm going to avoid buying this monitor... probably going for BenQ one.

11-27-2014, 09:57 PM
HAH I posted about this already! EXACTLY the same thing happened to me. Sent the monitor in the original box and packaging, got it back in a thin piece of crap with inadequate padding. The monitor was disassembled, the screen was banging around because they hadnt bothered to seal the plastic around it so it just slipped out, and the base was pulling apart the ribbon cable. I opened an escalated service ticket. They said they "forwarded the complaint to the service facility". I'm sure that'll work.

This was the one in City of Industry, CA. Is that where yours went?

11-27-2014, 10:01 PM
I posted a link to this buried in another thread but, hey, this thread is for exactly this issue so check out their top notch packing on this $800 monitor screen:

11-27-2014, 10:05 PM
Terrible sub par service, wow I am amazed that I am reading this! man ASUS should be ashamed as a company! WOW just WOW. I hope they do something about this because I consider ASUS and awesome company, they need to clean this crap up to ensure they maintain a good name in the industry!. What muppets those techs must be!

11-28-2014, 05:18 PM
I sent mines into the CA one too so I'll definitely post some pics when I get it back.

11-28-2014, 11:56 PM
Lets hope ASUS straightens them out. It's simply not acceptable to package any monitor, much less an $800 screen, like that. Let us know if they pack yours correctly.

11-30-2014, 05:28 PM
That's utterly ridiculous, you send in a broken product for repairs and it comes in worse shape than it was before. Is that even legal?

12-01-2014, 09:51 PM
That's a scandal! If I experience the same with mine (stopped working today) I'm going to announce it to all known hardware reviewers. You guys should do the same.

12-02-2014, 11:41 AM
I did an RMA order today for my broken swift... seems to be a bit easier in europe. just got the confirmation 2 hours later
and it says :

- they send me a new monitor
- I have to handover the broken one to the courier as the new one arrives (I shall disassemble the feet and just give him the
parts... unboxed)

so I hope that all is going to be fine. I'll post any news...

12-02-2014, 03:37 PM
Well, i just got a response from the retailer today (which is in another country). They said Asus support did not find anything wrong with the monitor and posted a couple of links with videos which i can't even open since the links are broken by Amazon processing (i communicate with them through Amazon which is were i bought the damn thing). I am 100% percent sure they never tried GSYNC mode which is completely garbage, full of artifacts and flickering like hell. I am also sure they didn't even try another refresh rate than the default one since image quality was very poor / blurry when not in 144 hz mode. I told them that i will not accept that monitor back no matter what and i will go to Amazon if i have to.

A freaking joke! i paid 65 euros to ship them the god damn broken monitor (since Asus does not offer on site support) and they found no problem with this horribly broken piece of hardware? i feel insulted

12-02-2014, 07:50 PM
It's Asus apparently they don't care about customers. i will never buy anything from Asus again, i would personally recommend any one else wait for other manufacturer like Benq or Acer to get similar spec monitor ant save your stress, it's not long before others will release similar monitor and whit much better customer service support then Asus. ASUS to me for customer service is just a joke

12-02-2014, 09:36 PM
That's what happened with my monitor, nvrs. They claimed they didn't find anything wrong. I am convinced they just plugged it in and looked at it at 60hz. I doubt they even know what GSYNC is.

12-03-2014, 08:35 AM

i know how you feel man, this is preposterous. Why on earth would i bother to pay 1/10th the price of a very expensive piece of hardware to ship it to another country and be deprived of it for at least a month if it ain't broken? You know what the worse part is? That i had read yours and a couple of others experiences on this forum and i was not sure if it was worth the effort to RMA since UMLB was working fine (last time i checked because that thing kept changing its behavior every day) but in the end i decided that i wanted GSYNC since that was the reason i paid top cash for it, apparently only to get screwed by ASUS!
There is no way in hell i am accepting that monitor back without it been repaired and i will require some sort of written acknowledgment by their service department that they found the problem and fixed it. Otherwise i am taking this to Amazon

12-18-2014, 10:22 AM
UPDATE 12/18/2014:

So, it's been a while. After a couple of weeks of conversation between Asus and I, I think everything's been mostly settled.

Getting in contact with Asus over the phone was definitely the way to go, even though I was told on multiple occasions that there "was no record" of things I was previously told by representatives, or that the "computers were down". It took me about ~4 representatives before I got one who seemed like he wanted to do anything for me. Basically, all he had to do was create an advance RMA on the monitor I had, send me a shipping label, and I had a new Swift in like 3 days. I don't know why it took me two RMAs and four reps to get this done, but it did.

Anyways, the new Swift has a manufacture date of Nov 2014, and it seems to be working well. It still has some of the issues from the previous panel, like the boiling hot bottom bezel, but the weird lack of screen uniformity is better, and there's noticeably less bleed. The turbo button even works on this one, which I hear is pretty rare (score!).

That being said, I am going to try my very hardest not to have to ever send anything to Asus on RMA again, and I'll be avoiding Asus products in the future. Maybe I'll, like... put some electrical tape over the Asus logo. That'll show 'em.

12-18-2014, 10:27 AM

There is no way in hell i am accepting that monitor back without it been repaired and i will require some sort of written acknowledgment by their service department that they found the problem and fixed it.

That wouldn't be a bad idea. When I got my first RMA back, the repair sheet said they fixed the "Power On" issue, when it CLEARLY stated my issues with the monitor about two inches to the right on the same page. I never had any power issues at all. Basically, I paid $60 for them to take my semi-working Swift for 2 1/2 week and break the base. Great.

12-18-2014, 03:41 PM
By advanced RMA do you mean a cross-ship? If so, I've been trying to get one going for three weeks, and so far, I've got nothing for it.

I'm glad you got a new monitor back. It's good to see this process working for someone. Like you, this experience has soured me on ever considering another ASUS purchase.

12-19-2014, 09:13 AM
By advanced RMA do you mean a cross-ship?

Yes, sorry.

I'm in a pretty bad spot because my PB278Q is starting to go too, after only a few months. Definitely going to try not to RMA that one...