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  1. #1
    ROG Enthusiast Array
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    Aug 2016
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    RMA Motherboard Over 3 weeks and no updates

    I have sent in my Rampage V extreme usb/3.1 motherboard in for RMA and the only update that it shows is "Material/spare part(s) shortage. Item is on order and/or incoming" Asus has received the motherboard on 2017/12/28. I have called in almost daily now to get an update and i have also had it escalated only to be emailed that a response will be 24-48 hours then to be told to give them 2 business days for an update. The latest email indicates now a level 3 specialist is involved and they will update me within 24-48 hours. its been 24 hours and i am getting the run-around.

    First of all it is extremely difficult to understand anyone i talk to there due to very thick accents. I have been laughed at by multiple agents after asking if i can pay for an upgrade etc.


    Does anyone know if there is a way to pay for an update or to pay someone directly to move this along? I bought this board for $600 off new egg awhile back and really dont want to spend another $600.

  2. #2
    ROG Enthusiast Array
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    My name is Christopher M, supervisor following up on your case. We are performing the standard follow up and checks on your case to ensure we are making strides in resolving your issue.
    At this time our corresponding service department has advice that there is no replacement unit available. We are requesting additional two (2) business days to process replacement.

    We do value your business, thank you for being apart of the ASUS family.
    If you have any further questions, comments, or concerns please do not hesitate to let us know. We will be more than happy to assist you.

    Please make note of your RMA number for future reference: ##########
    Regards,
    Christopher M.
    ASUS Customer Care
    http://www.asus.com/us/support/
    DISCLAIMER - All communications - written, illustrated, graphics, or any type of content/information present within these email(s) are considered "off the record," confidential and not for publication. Our company and the sender accept no liability for the content of this email, or for the consequences of any actions taken on the basis of the information provided. All information contained is direct, confidential communication between the sender and recipient. This content cannot be posted, used, copied or replicated in any way without direct written consent from Asus. If you are not the intended recipient, you may not review, copy, or distribute this message. If you have received this communication in error, please notify us immediately by e-mail and delete the original message. If you are not the intended recipient, you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.

  3. #3
    ROG Enthusiast Array
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    Thank you for contacting ASUS product support. My name is Alexis G. and I am excited to take ownership of this case.

    I have received your inquiry and understand that you would like to know if there's an update with your case. I appreciate you reaching out and would be delighted to provide you with the information that you need.
    I will be coordinating with one of our specialist for us to come up with recommendations. After we have our recommendations or further information needed – someone from Level 3.
    We appreciate your patience and expect updates in 24-48 hours to keep you posted.
    Don't hesitate to send us an email if you have questions or concerns. Thank for choosing ASUS products and services. Please make note of your case number for future reference: #########
    Regards,
    Alexis G.

    ASUS Product Support
    http://www.asus.com/us/support/

    DISCLAIMER - All communications - written, illustrated, graphics, or any type of content/information present within these email(s) are considered "off the record," confidential and not for publication. Our company and the sender accept no liability for the content of this email, or for the consequences of any actions taken on the basis of the information provided. All information contained is direct, confidential communication between the sender and recipient. This content cannot be posted, used, copied or replicated in any way without direct written consent from Asus. If you are not the intended recipient, you may not review, copy, or distribute this message. If you have received this communication in error, please notify us immediately by e-mail and delete the original message. If you are not the intended recipient, you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.

  4. #4
    ROG Enthusiast Array
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    As a side note i have purchased only ASUS motherboards for over 25 years now. This is and has been by far the worst product support i have ever experienced in my life. The call center is almost totally useless.

  5. #5
    ROG Enthusiast Array
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    I have received an email indicating my RMA will be shipped soon. Hoping to be redeemed as a long time fan and customer. Please delete this thread as it seams my issues have been resolved

  6. #6
    ASUS HQ Service Rep Array Bill@ASUS's Avatar
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    Dec 2015
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    Hello DemiSLayer
    If you have further questions, please reply here
    Thank you

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