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Thread: ASUS RMA Nightmare
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07-11-2018 06:48 PM #1ROG Member Array xxswakxx13 PC Specs
xxswakxx13 PC Specs Motherboard ASUS X99 Deluxe II Processor Intel i7-6850K Memory (part number) CMU64GX4M4C3200C16 Graphics Card #1 EVGA 1080ti FTW3 Hybrid Monitor Samsung 4K Storage #1 Samsung M.2 950 Pro 256GB Storage #2 Too many CPU Cooler Corsair H115i Case Cooler Master Cosmos II Power Supply Corsair HX1000i OS Windows 10 Pro 64-bit
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ASUS RMA Nightmare
The Thunderbolt 3 (T3) card, included with my X99 Deluxe II purchase, stopped working. I replaced the T3 card with a friends identical T3 card, and it worked without issue. This was a clear sign there was an issue with the T3 card. After contacting Asus, they would only create an RMA for the Thunderbolt 3 card IF I sent the motherboard in as well with the T3 card. I explained numerous times how ridiculous that was, especially because I just got the motherboard back from a different RMA. However, Asus refused. I provided the serial numbers, packaged everything up in the same packing they sent me from the previous RMA, and off it went.
The motherboard arrived at their facility. The Asus representative entered the wrong serial number for the RMA, which caused a week long delay. Finally, the motherboard reached the repair facility, and it's now 'damaged beyond repair.' Asus provided the shipping label for the RMA, but told me either to pay them for a new motherboard or file a claim with the shipper. They didn't even mention anything about the T3 card.
I am lost for words.
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07-11-2018 07:33 PM #2TeamROG Moderator Array xeromist PC Specs
xeromist PC Specs Laptop (Model) Dell Inspiron 15 7567 Motherboard MSI x470 Gaming Plus Processor AMD 2600X Memory (part number) 16GB Crucial Ballistix Elite 3600 Graphics Card #1 ASUS GTX 1080 Strix Monitor BenQ BL3200PT Storage #1 Intel 600p NVMe CPU Cooler Wraith Case custom Antec 900 Power Supply Corsair HX1000 Keyboard Logitech Orion Spark Mouse Logitech MX500 Headset Plantronics 777 with Oregon Aero upgrade
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Moved to service-inquiries. Hopefully someone from ASUS can help rectify this.
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< < < Click the drop-down above my avatar for my PC specs!
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07-16-2018 07:48 AM #3Moderator Array
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Dear xxswakxx13
Good day, I have send private message to you to understand more detail , thank you.
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07-18-2018 12:42 AM #4Moderator Array
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Dear xxswakxx13,
My name is Adrian from the ASUS Customer Loyalty Team here at our North America Corporate Office. If you would allow, I would be more than glad to help look into this case for you. Feel free to PM or email me with the below details so we can collaborate towards a resolution.
Product S/N:
RMA #:
Address:
Full name:
Phone#:
Email:
My email is cl-adrian@asus.com.:
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