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  1. #1
    New ROGer Array
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    Question RMA turnaround time

    My totally dead ROG Zenith Extreme was received by Asus on 12/19. Status has gone from "Your product is currently in repair" to some kind of supply shortage message and back to "Your product is currently in repair". I started searching around and have discovered that Asus has a pretty bad reputation for their support.
    So I am a bit concerned.

    What has your experience been for RMAs?
    Especially interested in turnaround times.

    Thanks

  2. #2
    ASUS HQ Service Rep Array Bill@ASUS's Avatar
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    Dec 2015
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    Hello teshreve
    Can you please send me a PM with any of the following details that you do have available?

    Product S/N:
    Case ID#:
    RMA#:

    Also please pass me your contact details:
    Full name:
    Phone#:
    Email:

    I'll double check with our local team on your repair progress
    Thank you

  3. #3
    New ROGer Array
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    OK, Bill@Asus, sent you a PM.

  4. #4
    New ROGer Array
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    Hey Bill@ASUS, what's the word?

  5. #5
    New ROGer Array
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    Checking in. No PMs from you that I can find.

  6. #6
    New ROGer Array
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    After looking around a bit, it seems Bill@ASUS responds with his template and then never replies to the person again, either in the thread or via PM.
    Very strange.
    Well, I'll be replying to this thread every day until I get my motherboard back. This is to inform you about the quality and speed of Asus repair. Which at this point seems really, really bad.
    So if you don't see my daily post, you can assume the thread was deleted, which could also be useful information for you.

  7. #7
    New ROGer Array
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    18 business days and 29 calendar days since Asus received my motherboard. No updates, no comms, no change in status.

    Asus makes great hardware. They are truly an innovation leader. However, this kind of customer service is not acceptable and I will be sharing my experience whenever possible.

  8. #8
    New ROGer Array
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    Good news!
    19 business days and 30 calendar days since Asus received my motherboard. No updates, no comms, no change in status.

  9. #9
    ASUS HQ Service Rep Array Bill@ASUS's Avatar
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    Hello teshreve
    Sorry for the late reply.
    I've passed your information to our local personnel
    They will investigate your case and contact you when necessary
    Thank you

  10. #10
    New ROGer Array
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    21 business days and 32 calendar days since Asus received my motherboard. No updates, only the single communication above, no change in status.

    Interestingly, I had a factory response to my mostly negative product review on a popular retailer's site that invited me to email them so they can look into it. Been 3 days. As expected, no response.

    Asus, you have amazingly bad customer service. Even the support oriented parts of your website are cryptic and terrible.

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