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  1. #1
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    Thumbs up Asus RMA Experience

    I wanted to share with you all the pleasure I had using Asus to RMA my PG278Q monitor due to backlight bleeding. The monitor was sent in for repair and returned in worse condition. I had read horror stories about monitors being shipping in bubble wrap and asked the Asus RMA rep why they would not return the monitor back in the original box. I was assured there had been no reports of damage to monitors and that fedex would cover any damage from shipment. Here is a copy of my email to them after receiving the monitor today:

    I just received the monitor back today and I am extremely disappointed in the service. Not only was the monitor packed in bubble wrap and damaged as a result, but there are missing items from the base. I have attached screenshots to show the damage. As you can see, the ribbon cable on the bottom of the monitor ripped, the base was deeply scratched because of the poorly secured wrapping and the base plate is missing from the return shipment. I cannot understand how even with the discussions we had about potential damage, my concerns we completely ignored and precisely what I hoped to avoid occurred. To quote our earlier conversation:

    However, ASUS is using FedEx for sending back units that were sent by customers
    for repair. You can expect that your monitor will be very well taken care of. Also, we
    haven't got any reports of devices sent for repair and returned back damaged
    . In the
    event that you received the monitor damage, you can contact us so we can file a
    claim.

    Let me share with you some other identical claims of how badly RMA service has been for other customers.

    * http://rog.asus.com/forum/showthread...l=1#post451067
    * https://linustechtips.com/main/topic...tor-standbase/

    You can file a claim with Fedex due to damage with shipping but it is not their fault that the monitor got damaged. Asus RMA put a bunch of heavy objects loosely in a box unsecured and this caused them to bang around and get scraped heavily as pictures indicate. It is unbelievable that the monitor was returned broken scratched and with pieces missing. It amazes me that your company returned my monitor in worse condition then it was delivered for a repair. Asus must replace the damaged monitor base due to negligence of the RMA facility.


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  2. #2
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    Angry

    Hi there,

    I feel for you my friend. I would like to direct people to a post I wrote about my experience with Asus customer service, which in my case was also very dissapointing.

    Enjoy the read: http://rog.asus.com/forum/showthread...en-monitor-%28

    I've honestly not come across anything like this in the past when other devices have been damaged.

  3. #3
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    Oh my god! What the heck? I feel sorry for you mate. How can they do that? Why would they not use the regular box????
    ASUS really has the worst customer service ever! They should be ashamed of themselves.

    I'm still in the process of getting a good PG279Q... Got 4 already and all of them had stuck pixels and excessive backlight bleeding...
    Exchanging them through me retailer has been a much better experience so far then RMA'ing them through ASUS.

    All the best to you man, I hope you get it replaced with a new, proper unit.

  4. #4
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    Angry Rma

    I bought this monitor from newegg. The first unit had several bright green dead pixels. I exchanged for another with Newegg and it too had a dead pixel. I got a third monitor and that one had no dead pixels. A few weeks later I realized the horrible backlight issues and thats when I went through Asus for my 4th RMA. If there was any other company selling high end Gsync monitors, I would have taken my business else where.

    Click image for larger version. 

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  5. #5
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    Exclamation Update

    Update - shortly after the return, after about 10 hours of use the monitor died. First the image became fuzzy, then more fuzzy, then completely turned off - no signal. Congratulations Asus, non only did your "repair" not fix the issue, you managed to actually break the monitor completely.

  6. #6
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    NEVER EVER do an RMA to Asus. Return the monitor to which ever retailer you purchased it from. Asus will simply replace your monitor with a refurb unit and usually its worse then the one you RMAed.

  7. #7
    Ex-employee Array
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    Hi Dcompiled,

    I sent you a PM, please kindly get back to me.

    Thanks,
    Bahz

  8. #8
    ROG Guru: Orange Belt Array Janne-71 PC Specs
    Janne-71 PC Specs
    MotherboardAsus rog maximus hero viii
    ProcessorIntel skylake i5 6600k @ 4.6ghz
    Memory (part number)g.skill tridentz 2x8gb 3200mhz
    Graphics Card #1Gigabyte 980ti gaming g1
    MonitorAsus pg279q 144hz
    Storage #1Samsung evo 850 ssd 500gb
    Storage #2Western digital 1tb hdd
    CPU CoolerCooler master hyper 212 evo
    CasePhanteks enthoo evolv atx
    Power SupplySeasonic 760-p
    Keyboard Corsair k95 mechanical
    Mouse Logitech g502
    Headset Akg k550
    Mouse Pad Razer goliathus
    Headset/Speakers Logitech z623 200w
    OS Windows 10 home

    Join Date
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    Quote Originally Posted by Bahz View Post
    Hi Dcompiled,

    I sent you a PM, please kindly get back to me.

    Thanks,
    Bahz
    How about us others who made questions and reports about pg279q backlight bleed etc. I wish someone from Asus staff would kindly comment about these issues. We are your customers and deserve some answers.

  9. #9
    ROG Enthusiast Array
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    Quote Originally Posted by Janne-71 View Post
    How about us others who made questions and reports about pg279q backlight bleed etc. I wish someone from Asus staff would kindly comment about these issues. We are your customers and deserve some answers.
    Amen!

  10. #10
    ROG Enthusiast Array
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    Personally, I'm waiting another week to request a replacement from B&H Photo as they are still not back in stock. Man oh man I'm starting to regret this purchase. I really hope this "next batch" were actually quality checked before shipment to stores.

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