Page 1 of 2 1 2 LastLast
Results 1 to 10 of 13
  1. #1
    ROG Member Array xiaokaka PC Specs
    xiaokaka PC Specs
    Motherboardz370 Gaming E
    Processori7 - 8700k
    Memory (part number)G.Skill TridentZ RGB 3200
    Graphics Card #1Strix 1080 ti
    MonitorStrix 2k 165mhz IPS PG279Q
    Storage #1WD 256gb m.2 nvme
    Storage #22x SG Firecuda hybrid
    CPU CoolerDeepcool Captain 240 RGB
    CaseFractal Design Meshify White TG
    Power SupplyEVGA P2 850w
    Keyboard Logitech G910
    Mouse Razer Deathadder
    Headset Sennheiser GSP600
    Mouse Pad Razer FireFly
    Headset/Speakers Logitech Z623
    OS Win10 Pro
    Accessory #1 4x Noctua IPPE 3000rpm

    Join Date
    Apr 2018
    Reputation
    10
    Posts
    12

    Warranty rejected due to cosmetic damage? Anyone else receiced this BS from ASUS?

    Purchased all items early 2018. Within that list, some of your *not so cheap* products are included :
    Mobo z370 STRIX Gaming E
    Gpu GTX STRIX 1080ti
    Display STRIX PG279Q G-Sync
    Click image for larger version. 

Name:	asus.jpg 
Views:	83 
Size:	50.2 KB 
ID:	76340
    In September 2018, bought a soundcard STRIX Raid Pro 2nd hand under warranty.

    Found out sound having issues, tested soundcard works fine on another system. So that's 1 item off that list.

    While testing the soundcard and different PSU, different PCI-E slots, discovered problem came from Mobo. PCI-E slot connectivity issue.

    During testing, i managed to cosmetically scratch the light grey plastic cover of the Mobo with the STRIX Raid Pro soundcard.

    21st September : Sent to retailer for RMA

    1st October : Retailer told me that Supplier rejected warranty because damage to plastic cover surrounding Mosfets. Tried to get retailer to put in a good word for me as i have bought quite a number of things off them and ASUS. Retailer did spot the damage before sending mobo to suppiler. But because damage was not done to PCB iteself, so they did not put much attention to it.

    16th October : Retailer told me they couldn't refund or replace due to the damage. Repair will be at their cost as a favor for me. Repair will take another 2-3 weeks.


    I purchase your products because of positive reviews online and Youtube. In good faith that items work as intended. And i do understand electronic components do fail before expected time frame from time to time. Every product have a minimum of 3% failure rate in mass production.

    So i do not understand why are u rejecting my warranty for cosmetic damage.

    I feel betrayed by the trust i have placed in this brand to receive this response. Should i have known this are the response provided to customers, i will never have put so many of my eggs in Asus' basket

  2. #2
    Moderator Array Nate152 PC Specs
    Nate152 PC Specs
    MotherboardROG Maximus IX Code
    Processori7-7700k 5.2GHz Delidded
    Memory (part number)16GB G.Skill Trident Z 4000MHz 16-16-16-39-2T
    Graphics Card #1Titan Xp - EKFC waterblock
    Graphics Card #2Titan Xp
    Sound CardROG SupremeFX 2015
    MonitorHP ZR30w
    Storage #1Toshiba OCZ VX500 256GB
    CPU CoolerSwiftech Apogee GTZ
    CaseThermaltake Armor+ VH6000
    Power SupplyPC Power & Cooling Turbo Cool 1200w
    Keyboard Cyberpower Skorpion K2
    Mouse Logitech G500
    Headset Sennheiser HD6XX / Modmic 5
    OS Windows 10 Home 64 bit
    Accessory #1 Asus optical drive
    Accessory #2 Koolance ERM-2K3U
    Nate152's Avatar
    Join Date
    Feb 2013
    Reputation
    308
    Posts
    16,353

    Hi xiaokaka

    Unfortunately it's that way with all manufacturers.

    I had an EVGA board that died on me so I sent it in for RMA, they said I put two little scratches on the pcb installing a gpu therefore RMA is void.

    Since they won't RMA it and it's just a pcie x1 slot that's bad, I'd keep the motherboard and use the onboard sound.

  3. #3
    ROG Member Array xiaokaka PC Specs
    xiaokaka PC Specs
    Motherboardz370 Gaming E
    Processori7 - 8700k
    Memory (part number)G.Skill TridentZ RGB 3200
    Graphics Card #1Strix 1080 ti
    MonitorStrix 2k 165mhz IPS PG279Q
    Storage #1WD 256gb m.2 nvme
    Storage #22x SG Firecuda hybrid
    CPU CoolerDeepcool Captain 240 RGB
    CaseFractal Design Meshify White TG
    Power SupplyEVGA P2 850w
    Keyboard Logitech G910
    Mouse Razer Deathadder
    Headset Sennheiser GSP600
    Mouse Pad Razer FireFly
    Headset/Speakers Logitech Z623
    OS Win10 Pro
    Accessory #1 4x Noctua IPPE 3000rpm

    Join Date
    Apr 2018
    Reputation
    10
    Posts
    12

    damage isn't on PCB. it's on the plastic cover.

    all other pcie x1 slot and the second pciex16 not working properlly with my x1 sound card

  4. #4
    Moderator Array Nate152 PC Specs
    Nate152 PC Specs
    MotherboardROG Maximus IX Code
    Processori7-7700k 5.2GHz Delidded
    Memory (part number)16GB G.Skill Trident Z 4000MHz 16-16-16-39-2T
    Graphics Card #1Titan Xp - EKFC waterblock
    Graphics Card #2Titan Xp
    Sound CardROG SupremeFX 2015
    MonitorHP ZR30w
    Storage #1Toshiba OCZ VX500 256GB
    CPU CoolerSwiftech Apogee GTZ
    CaseThermaltake Armor+ VH6000
    Power SupplyPC Power & Cooling Turbo Cool 1200w
    Keyboard Cyberpower Skorpion K2
    Mouse Logitech G500
    Headset Sennheiser HD6XX / Modmic 5
    OS Windows 10 Home 64 bit
    Accessory #1 Asus optical drive
    Accessory #2 Koolance ERM-2K3U
    Nate152's Avatar
    Join Date
    Feb 2013
    Reputation
    308
    Posts
    16,353

    There's not much we can do, you'll likely have to bite the bullet and buy a new one.

    I see amazon has the Strix z370-E gaming for 209.99. If you're approved for an Amazon Rewards Visa card it will get you 50.00 off for 159.99.

    https://www.amazon.com/dp/B075RHWCC4/?tag=pcpapi-20

  5. #5
    ROG Member Array xiaokaka PC Specs
    xiaokaka PC Specs
    Motherboardz370 Gaming E
    Processori7 - 8700k
    Memory (part number)G.Skill TridentZ RGB 3200
    Graphics Card #1Strix 1080 ti
    MonitorStrix 2k 165mhz IPS PG279Q
    Storage #1WD 256gb m.2 nvme
    Storage #22x SG Firecuda hybrid
    CPU CoolerDeepcool Captain 240 RGB
    CaseFractal Design Meshify White TG
    Power SupplyEVGA P2 850w
    Keyboard Logitech G910
    Mouse Razer Deathadder
    Headset Sennheiser GSP600
    Mouse Pad Razer FireFly
    Headset/Speakers Logitech Z623
    OS Win10 Pro
    Accessory #1 4x Noctua IPPE 3000rpm

    Join Date
    Apr 2018
    Reputation
    10
    Posts
    12

    It's likely that i will not be getting any Asus product in the future.

    And will be getting rid of my all 4 of my current Asus crap


    My fault for trusting these tards

  6. #6
    Administrator Array Silent Scone@ASUS's Avatar
    Join Date
    Mar 2016
    Reputation
    124
    Posts
    1,801

    Quote Originally Posted by xiaokaka View Post
    It's likely that i will not be getting any Asus product in the future.

    And will be getting rid of my all 4 of my current Asus crap


    My fault for trusting these tards


    Hi,

    Cosmetic damage is not covered under warranty with most vendors. The best advice one can give is to take care not to physically damage products in future if looking to return them, and that goes for all appliances.

    Reading the T&C for return policies for other companies and retailers will tell you that items that are received physically damaged will be returned to sender. This is not something that's specific to ASUS products and services.

  7. #7
    TeamROG Moderator Array xeromist PC Specs
    xeromist PC Specs
    Laptop (Model)Dell Inspiron 15 7567
    MotherboardMSI x470 Gaming Plus
    ProcessorAMD 2600X
    Memory (part number)16GB Crucial Ballistix Elite 3600
    Graphics Card #1ASUS GTX 1080 Strix
    MonitorBenQ BL3200PT
    Storage #1Intel 600p NVMe
    CPU CoolerWraith
    Casecustom Antec 900
    Power SupplyCorsair HX1000
    Keyboard Logitech Orion Spark
    Mouse Logitech MX500
    Headset Plantronics 777 with Oregon Aero upgrade
    xeromist's Avatar
    Join Date
    Jul 2010
    Reputation
    294
    Posts
    7,381

    Quote Originally Posted by Silent Scone@ASUS View Post
    Hi,

    Cosmetic damage is not covered under warranty with most vendors. The best advice one can give is to take care not to physically damage products in future if looking to return them, and that goes for all appliances.

    Reading the T&C for return policies for other companies and retailers will tell you that items that are received physically damaged will be returned to sender. This is not something that's specific to ASUS products and services.
    If I understand this correctly xiaokaka is having a problem with one of the PCIE slots and his warranty claim was rejected due to an unrelated scratch. So perhaps ASUS is confused thinking the request is to repair the scratch but it's a request to repair the PCIE slot.
    * Support disease research with Folding@Home *

    < < < Click the drop-down above my avatar for my PC specs!

  8. #8
    ROG Member Array xiaokaka PC Specs
    xiaokaka PC Specs
    Motherboardz370 Gaming E
    Processori7 - 8700k
    Memory (part number)G.Skill TridentZ RGB 3200
    Graphics Card #1Strix 1080 ti
    MonitorStrix 2k 165mhz IPS PG279Q
    Storage #1WD 256gb m.2 nvme
    Storage #22x SG Firecuda hybrid
    CPU CoolerDeepcool Captain 240 RGB
    CaseFractal Design Meshify White TG
    Power SupplyEVGA P2 850w
    Keyboard Logitech G910
    Mouse Razer Deathadder
    Headset Sennheiser GSP600
    Mouse Pad Razer FireFly
    Headset/Speakers Logitech Z623
    OS Win10 Pro
    Accessory #1 4x Noctua IPPE 3000rpm

    Join Date
    Apr 2018
    Reputation
    10
    Posts
    12

    Quote Originally Posted by xeromist View Post
    If I understand this correctly xiaokaka is having a problem with one of the PCIE slots and his warranty claim was rejected due to an unrelated scratch. So perhaps ASUS is confused thinking the request is to repair the scratch but it's a request to repair the PCIE slot.
    You are correct. Problem with PCI-E slots. but warranty rejected because i scratched the plastic cover which is unrelated to damage. No PCB damage. refer to photo.


    I do not expect warranty to cover my scratch. however, i expect warranty to cover the PCI-E slots to work as intended

  9. #9
    ROG Guru: White Belt Array mcleod52 PC Specs
    mcleod52 PC Specs
    Laptop (Model)n/a
    MotherboardASUS ROG Maximus IX Hero
    ProcessorIntel Core i5-7600K Kaby Lake
    Memory (part number)G.SKILL TridentZ RGB Series 16GB
    Graphics Card #1GIGABYTE GeForce GTX 1060 Windforce
    MonitorLG 27UD69-W
    Storage #1Plextor M8Pe M.2 2280 256GB NVMe
    Storage #2Samsung SSD 850 EVO
    CPU CoolerNZXT Kraken X52
    CasePhantek P400S
    Power SupplyEVGA SuperNOVA 550 G2
    Keyboard Logitech G610 Orion Red
    Mouse ASUS ROG Gladius II
    Headset Bloody M660 MOCI
    Headset/Speakers Lepai LP-188HA + Polk Audio RTiA3's & PSW 303
    OS Windows 10 64 bit

    Join Date
    Mar 2017
    Reputation
    10
    Posts
    93

    Quote Originally Posted by Silent Scone@ASUS View Post
    Hi,

    Cosmetic damage is not covered under warranty with most vendors. The best advice one can give is to take care not to physically damage products in future if looking to return them, and that goes for all appliances.

    Reading the T&C for return policies for other companies and retailers will tell you that items that are received physically damaged will be returned to sender. This is not something that's specific to ASUS products and services.

    Lucky fly-rod manufacturers are not like this. the vendors you mention should take note of hot folks like Sage, St Croix and other fly rod companies handle things.

    Stew

  10. #10
    ROG Guru: Orange Belt Array geneo PC Specs
    geneo PC Specs
    MotherboardMaximus X Code
    ProcessorIntel 8086K @ 5.1Ghz
    Memory (part number)32 GB (2x16) G.Skill TridentZ RGB 3200 MHz CL14 @ 3733 16-16-36
    Graphics Card #1MSI GTX 1070 X 8GB
    Graphics Card #2AMD Radeon WX 7100
    MonitorNEC PA271Q and Dell
    Storage #1Samsung 512 GB 960 Pro
    Storage #21TB 850 x 1 TB 860 EVO RAID 0, 6 TB WDC Black HDD
    CPU CoolerNoctua NH-D15 Chromax
    CaseFractal Design R4 w/ tempered glass
    Power Supply750W Seasonic Prime Ultra Titanium
    Keyboard CM Quickfire Rapid TKL
    Mouse G602
    Headset Bose
    Headset/Speakers Vanatoo T1, ML Dynamo 300
    OS Windows 10 Pro X64
    geneo's Avatar
    Join Date
    Feb 2014
    Reputation
    27
    Posts
    364

    That looks more like a crack than a scratch, just sayin...

Page 1 of 2 1 2 LastLast

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •