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  1. #1
    New ROGer Array
    Join Date
    Jan 2020

    ASUS offers me a downgrade as a replacement.

    I sent in my 2070 Super for fan repair because it was rattling, I got this Email today.

    'We are contacting you in regards to your RMA that is currently being serviced by our repair center. However at this time, we would like to offer a replacement to a different model as your original model is not available at this time. The replacement is a fully-tested recertified unit that meets ASUS quality standard. The manufacturer’s warranty will transfer to the replacement product from your original unit. Please keep in mind that receiving a replacement will not extend your warranty.

    Problem found with original unit: Parts Shortage

    Replacement Model Specifications: Please see attached specifications of your original model for comparison and upgraded model side by side you can choose as replacement and let us know if you accept by replying back to this e-mail.

    However, if part(s) become available while a replacement product is being processed, your original unit may be repaired and shipped instead of the replacement. This replacement is final, it is not a loaner and data will not be transferred to the replacement unit. If you wish to accept, please reply back to this email to accept or decline the offer. Please note that if you decline this offer and you wish for us to complete the repairs necessary on your unit, there could be longer wait times to receive the needed parts and make the necessary repairs.'

    I opened the the PNG they attached to the Email and seen they are trying to replace my Super with a 2070. Do they think their customers are stupid? They dare call this an upgrade.

  2. #2
    New ROGer Array
    Join Date
    Feb 2020

    ASUS is atrocious when it comes to replacements and fixing broken things. I had a MB from them where one of the RAM slots stopped working. I RMA'd it, sent it in and they sent it back saying they weren't going to fix it because there was external damage to the board. It was literally a tiny scratch on the metal audio housing. Not a deep gouge or bent metal, but a tiny scratch. They seem to look for every excuse not to fix things. That's why when I'm buying a GPU, I'll go with EVGA; I've never had any problems RMA'ing something with them.

  3. #3
    ROG Guru: Yellow Belt Array pndiode PC Specs
    pndiode PC Specs
    Laptop (Model)ASUS G752VL-DH71
    MotherboardROG Maximus IX Extreme
    Memory (part number)G-Skill F4-3600C19Q-32GTZRB
    Graphics Card #1ROG GTX 980 MATRIX-GTX980-P-4GD5 Bykski Water N-AS98ROG-X Full Cover
    Graphics Card #2ROG GTX 980 MATRIX-GTX980-P-4GD5 Bykski Water N-AS98ROG-X Full Cover
    MonitorSAMSUNG S22D300HY (2 ea)
    Storage #1WD Black SN750 1TB
    Storage #2WD Blue 4TB (4 ea)
    CPU CoolerEK PE 360 (Top), PE 240 (Front), and Xres 100 Elite
    CaseROG Strix Helios
    Power SupplyThermalTake Toughpower 1200W
    Keyboard Cerberus
    Mouse Logitech MX Master S2
    Headset ROG Strix Fusion 300
    Mouse Pad Generic
    Headset/Speakers Bose Companion 3 Series II
    OS Win 10 Pro 2004
    Network RouterGeneric
    Accessory #1 ROG Aura Terminal
    Accessory #2 ROG 10GB Express
    Accessory #3 Corsair ML140 (4 ea), Corsair ML120 (3 ea)

    Join Date
    Jan 2016

    Do they think their customers are stupid?


    ASUS would assume (A$$-U-ME) so! It depends on how long you want to wait.

    ASUS 2070 SUPER probably made in China, parts shortage = longer wait (coronavirus).

  4. #4
    New ROGer Array
    Join Date
    Jul 2019

    I don't know what your country of residency is, but in compliance with for instance the EU laws or in my specific case the Dutch law, this is illegal.
    A replacement means that the product did not comply with the reasonable expectations that one may have of the product when the purchase agreement was made.
    The Dutch law specifically states that an equal or greater product must be send as a replacement or you have the right to nullify the agreement and get a full refund.
    This should be done with the original seller or in case the original seller no longer exists with the manufacturer.

    So if Asus offers you a replacement that is worse, and in this case it definitely is because it is a matter of hardware with lower specs and performance, you are allowed to demand your money back to be able to buy a new one.

    I had this same issue with Asus in the past with my 3 months old G73 that got returned three times in an even worse state from my RMA request. I quoted the law in my response to them and they turned around and send me a newer model.

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