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  1. #1
    New ROGer Array
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    Post My RMA experience

    Hi everyone,

    Im new to this community but an old user of ASUS ROG. I absolutely love the ROG laptops and I recently bought a new one, the GL753 VD. It was working better than expected but after about a month, the laptop wanted me do an ASUS BIOS update after a windows update and after doing the ASUS update, everything went wrong. The laptop would turn on, keyboard lights, power lights and all. I could even hear the fan *whirring* but there was no display, not even a boot up display. Tried connecting to external display, still nothing.

    So I called ASUS Canada, and the guy on the phone was super nice and understanding and gave me RMA within 10 mins of the call. I honestly did not have any idea what an RMA was before this ordeal. But searching online I found a plethora of negative reviews and only a handful of positive reviews. So i became skeptical and held off on shipping the laptop to ASUS. But after two weeks I decided what the hell. Best case scenario I get a fixed laptop, worst case I may have to send it back for another RMA.

    I sent the laptop for repairs and in 5 days it was fixed, the fifth day was a friday. On Tuesday morning i got a box from ASUS. Expecting the worst (remembering all the reviews of how people got their products back badly packaged or damaged) I opened the box and I was highly impressed by the care and packaging. The bubble wrap was strong and and tightly wrapped around the laptop with extra bubble pods around the box. I got the laptop out checked it all around, it was exactly the way I sent it. No scratches at all or dings at all. The report read they replaced the complete motherboard. And now the laptop is restored to its former glory.

    I am only posting this because of all the negative reviews in which most them would call ASUS every other day to know what is going. I understand we have invested a good chunk of our bank account into buying ASUS product but when it comes to repairs, let them take their time. Rushing a repair will get you a back a faulty product. My skepticism of ASUS repairs have changed into complete faith in them. Good job ASUS and thank you for taking care of your customers.

  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 4025MHz 17-17-17-39-2T
    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 SupplyEVGA Supernova 1600w Titanium
    Keyboard Cyberpower Skorpion K2
    Mouse Razer Basilisk
    Headset Sennheiser HD6XX / Modmic 5
    OS Windows 10 Home 64 bit
    Accessory #1 Asus optical drive
    Accessory #2 Koolance ERM-2K3U
    Nate152's Avatar
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    Hi anzrak

    Welcome to the ROG forum !

    Thank you for taking the time to tell everyone about your RMA experience, if I ever have to RMA anything to ASUS your post gives me confidence and good faith in them too.

  3. #3
    Banned Array JustinThyme PC Specs
    JustinThyme PC Specs
    Laptop (Model)G752VY-DH72
    MotherboardRampage VI Extreme
    ProcessorI9 9940X
    Memory (part number)64GB DDR4 8x8 Corsair Dominator Platinum 3800 MHz @ C17
    Graphics Card #1ASUS Strix 2080Ti O11G @ 2.1GHz
    Graphics Card #2ASUS Strix 2080Ti O11G @ 2.1Ghz
    Graphics Card #3ROG Nvlink
    Graphics Card #4Have to feed animals
    Sound CardExternal Audioengine D1 24 bit 192kbps DAC
    MonitorASUS PG348Q @ 100Hz
    Storage #1Intel 905P 480GB U2 flavor
    Storage #2Samsung 850 EVO 1TB X2 in RAID 0, 960 PRO 1TB DIMM.2_1
    CPU CoolerHeatKiller IV PRO and VRM blocks ,Dual D5 PWM serial, 2X 480, 1X 360 RADS
    CasePhanteks Enthoo Elite 8X LL120 PWM, 3X LL140 PWM, 12 SP120 PWM 1x AF140 PWM
    Power SupplyCorsair AX 1500i
    Keyboard ASUS Claymore
    Mouse ASUS Spatha, Logitech MX Master
    Headset Sennheiser HD 700
    Mouse Pad ASUS ROG Sheath
    Headset/Speakers Audioengine A5+ with SVS SB-1000 Sub
    OS Win10 Pro 1809
    Network RouterNetGear NightHawk X10
    Accessory #1 NetGear Prosafe 10GBe Switch
    Accessory #2 Qnap TVS-682 NAS modded with I7 CPU

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    Thanks for posting what the real norm is.
    Unfortunately very few people bother to post with positive experiences and most of the negative reviews are a bit over embellished.

  4. #4
    ROG Enthusiast Array Vialli PC Specs
    Vialli PC Specs
    MotherboardAsus Prime x370-Pro
    ProcessorAMD Ryzen 7 1700 @3.7ghz
    Memory (part number)CMK16GX4M2A2400C16
    Graphics Card #1Sapphire Nitro+ RX580 8GB
    Monitoriiyama G-Master GB2888UHSU
    Storage #1Samsung 840pro 128gb
    Storage #2Sandisc SDSSDA240G
    CPU CoolerCM Masterair Maker 8
    CaseTT Core X9
    Power SupplySeasonic x850
    Keyboard Steelseries Apex Raw
    Mouse GM277 Gaming Mouse
    OS Windows 10 Pro
    Accessory #1 Logitech 5000pro webcam
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    My RMA was simple, Asus tech support were very fast replying to my emails and I had my new board in 1 week...

    Matthew at Asus UK was great to deal with...

    My reseller paid for the return post, tested it the day it arrived and sent a new one the day after...

  5. #5
    ROG Guru: Green Belt Array Heini PC Specs
    Heini PC Specs
    MotherboardAsus SABERTOOTH Z170 MARK 1
    Processori7-6700K
    Memory (part number)G.SKILL TridentZ (2 x 16GB) F4-3000C14D
    Graphics Card #1Evga 2080Ti XC Ultra
    Sound CardAsus Essence STX II
    MonitorASUS MG279Q
    Storage #1Samsung 950 Pro 512GB
    CPU CoolerNoctua NH-D15
    CaseCooler Master HAF XB EVO
    Power SupplyEVGA SuperNOVA G3 1000W
    Keyboard Ducky Shine 6 (Brown Cherry MX)
    Mouse Secret (Ducky)
    Headset Sennheiser HD 580
    Mouse Pad EVGA TORQ
    Headset/Speakers Logitech Z906
    OS Win10 Pro 64
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    A neighbor/buddy and I have built or worked on many machines, any RMA experiences we've had with ASUS have gone very well. Only one other company has a 100% RMA rating with us.

  6. #6
    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 4025MHz 17-17-17-39-2T
    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 SupplyEVGA Supernova 1600w Titanium
    Keyboard Cyberpower Skorpion K2
    Mouse Razer Basilisk
    Headset Sennheiser HD6XX / Modmic 5
    OS Windows 10 Home 64 bit
    Accessory #1 Asus optical drive
    Accessory #2 Koolance ERM-2K3U
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    Hi Heini !

    I bet that would be EVGA.

  7. #7
    ROG Guru: Green Belt Array Heini PC Specs
    Heini PC Specs
    MotherboardAsus SABERTOOTH Z170 MARK 1
    Processori7-6700K
    Memory (part number)G.SKILL TridentZ (2 x 16GB) F4-3000C14D
    Graphics Card #1Evga 2080Ti XC Ultra
    Sound CardAsus Essence STX II
    MonitorASUS MG279Q
    Storage #1Samsung 950 Pro 512GB
    CPU CoolerNoctua NH-D15
    CaseCooler Master HAF XB EVO
    Power SupplyEVGA SuperNOVA G3 1000W
    Keyboard Ducky Shine 6 (Brown Cherry MX)
    Mouse Secret (Ducky)
    Headset Sennheiser HD 580
    Mouse Pad EVGA TORQ
    Headset/Speakers Logitech Z906
    OS Win10 Pro 64
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    Quote Originally Posted by Nate152 View Post
    Hi Heini !

    I bet that would be EVGA.
    Hi Nate, You'd win that bet!

  8. #8
    ROG Guru: Green Belt Array UltraNEO* PC Specs
    UltraNEO* PC Specs
    Laptop (Model)Dell XPS 13
    MotherboardAsus Rampage V Edition 10
    ProcessorIntel i7-6850k
    Memory (part number)G.SKILL F4-3600C17Q-32GTZR
    Graphics Card #1Titan X (Pascal)
    Graphics Card #2Titan X (Pascal)
    MonitorASUS ROG Swift PG279Q (x3)
    Storage #1Samsung 970 Pro 1TB NVMe
    Storage #2Samsung 860 Pro 1Tb (x4)
    CPU CoolerCustom Watercooled
    CaseCaseLabs SMA8
    Power SupplyCorsair AX1500i
    Keyboard Keyboard Paradise Custom
    Mouse Logitech G903
    Mouse Pad Logitech G840 XL
    Headset/Speakers ART SLA2 Linear Amp with JBL Control 5
    OS Win 10 Pro
    Network RouterPF Sense
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    Sweet glad someone had a good experience with Asus.
    Fortunately I've never had to deal with them myself, even though several of my boards found themselves in the dishwasher. lol

    There's something about the soap-powder washes away it's bugs.
    ASUS ROG RVIE Encore| i9-10940x | Dominator Platinum 128GB 3333 MHz | EVGA RTX 2080 Ti SLI | Samsung 970 Pro 1TB NVMe (x3)
    WD Black 4TB | WD Black 6TB x2 | EVGA 1600 P2 | CaseLabs SMA8 | Custom Water Cooling | HWLabs Black Ice Nemesis GTX 560
    XSPC RX 480 v3 | XSPC D5 Vario x2 | EK Blocks | EK-RES X3 400 | BitsPower Fittings | GentleTypoon 1850 x12 | Corsair SP140 x8 | Lamptron CM615

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  9. #9
    ex-ASUS Employee Array Eleiyas PC Specs
    Eleiyas PC Specs
    MotherboardASUS 970 PRO GAMING/AURA
    ProcessorAMD FX 8370
    Memory (part number)Corsair 8GB XMS3 PC3-12800 1600MHz DDR3
    Graphics Card #1XFX AMD Radeon HD 6950 - 2G
    MonitorLG Flatron E2240T 21.5'' 1080p Monitor
    Storage #1Samsung 1TB 7200RPM 32MB
    Storage #2Seagate Barracuda 2TB 7200RPM 64MB 6GB/s
    CPU CoolerAMD Wraith Cooler
    CaseNZXT Lexa S
    Power SupplyCorsair CX600 600W (Bronze)
    Keyboard Logitech Wireless AZERTY
    Mouse Microsoft Wireless
    Headset Evil Witchcraft II Gaming Headset (Black/Red)
    Mouse Pad Wild Wolf Hunter
    Headset/Speakers 4Gamers 2.1 Sound-System
    OS Windows 10 Professional - Creator's
    Network RouterZiggo

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    I am glad to hear you had a positive experience with one of our support teams

    As one of the people who tests the RMA'd units myself, it's quite gratifying to hear someone ''praise'' us.

  10. #10
    New ROGer Array
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    Quote Originally Posted by Eleiyas@ASUS View Post
    I am glad to hear you had a positive experience with one of our support teams

    As one of the people who tests the RMA'd units myself, it's quite gratifying to hear someone ''praise'' us.
    The service is worthy of a praise indeed. Fast, efficient and this probably the most underrated thing to say but I was incredibly impressed with the packaging. Kudos on that.

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