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  1. #1
    New ROGer Array
    Join Date
    Feb 2015
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    Worst rma experience all time

    I don't even know where to start.

    Here is the link to the previous post

    https://rog.asus.com/forum/showthrea...933#post646933

    I sent my defective GTX 980 Strix to ASUS RMA based in Indianapolis and it arrived there on 4/20/17.

    I realized that UPS/or other courier will not return a replacement graphic card to my PO Box address. I used the chat support on 4/17/17 to provide them a street mailing address. I was quality assured by the support representative that they will send my replacement graphic card to my street mailing address. I thought no problem right?

    I get an email on 4/27/17 that my replacement graphic card has been shipped without a tracking number and it stated that the address is wrong. Now, I used the chat support again to see what's up with the email. A different chat support representative told me that the replacement graphic card hasn't been shipped and the PO Box mailing address hasn't been updated with the street mailing address. I copied and pasted the chat log from 4/17 to prove that I did notified ASUS to change PO Box to regular street address. The chat support representative told me that the replacement graphic card hasn't been sent yet and the mailing address has been updated. So, at this point this issue should have been resolved.

    On 4/28/17, I check the ASUS RMA status and I still don't have the updated information and it doesn't have a tracking number. I again used the chat support to follow up on it. The chat support representative told me that the replacement graphic card has been sent to the PO Box address and I have to talk to courier. The chat support representative told me that he escalated the issue to his supervisor and will have his supervisor email me. At this point, I don't trust any verbal promises so I wanted it in writing in email. Well guess what, I didn't get the email. It's still unresolved.

    Now, I don't really have the words for this incompetence of support service.

    I don't know understand why it's such an issue to fix it.

    MY ADVICE IS STAY FAR AWAY FROM ASUS. HEADING TO GREENER PASTURE OF EVGA.
    Last edited by fluticasoneuser; 04-29-2017 at 11:05 AM.

  2. #2
    Ex-employee Array
    Join Date
    Jun 2020
    Reputation
    108
    Posts
    2,154

    Quote Originally Posted by fluticasoneuser View Post
    I don't even know where to start.

    Here is the link to the previous post

    https://rog.asus.com/forum/showthrea...933#post646933

    I sent my defective GTX 980 Strix to ASUS RMA based in Indianapolis and it arrived there on 4/20/17.

    I realized that UPS/or other courier will not return a replacement graphic card to my PO Box address. I used the chat support on 4/17/17 to provide them a street mailing address. I was quality assured by the support representative that they will send my replacement graphic card to my street mailing address. I thought no problem right?

    I get an email on 4/27/17 that my replacement graphic card has been shipped without a tracking number and it stated that the address is wrong. Now, I used the chat support again to see what's up with the email. A different chat support representative told me that the replacement graphic card hasn't been shipped and the PO Box mailing address hasn't been updated with the street mailing address. I copied and pasted the chat log from 4/17 to prove that I did notified ASUS to change PO Box to regular street address. The chat support representative told me that the replacement graphic card hasn't been sent yet and the mailing address has been updated. So, at this point this issue should have been resolved.

    On 4/28/17, I check the ASUS RMA status and I still don't have the updated information and it doesn't have a tracking number. I again used the chat support to follow up on it. The chat support representative told me that the replacement graphic card has been sent to the PO Box address and I have to talk to courier. The chat support representative told me that he escalated the issue to his supervisor and will have his supervisor email me. At this point, I don't trust any verbal promises so I wanted it in writing in email. Well guess what, I didn't get the email. It's still unresolved.

    Now, I don't really have the words for this incompetence of support service.

    I don't know understand why it's such an issue to fix it.

    MY ADVICE IS STAY FAR AWAY FROM ASUS. HEADING TO GREENER PASTURE OF EVGA.
    Hi there,

    I'm very sorry to hear about the experience you had to go through, if you can please PM with your RMA# and Case ID#s and I'll further escalate this issue and make sure it's resolved for you as soon as possible.

    I apologize for all the frustrations and inconveniences caused.

    Best Regards,
    Bahz

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