I have had my glitchy Rampage 2 Gene for over a year before the board finally gave out on me, luckily it was still under warranty, I had contacted customer support and they sent me through the typical trouble shooting process which is understandable, they issued me an RMA, I sent the board in and in two weeks I received a "reconditioned board" that had been damaged, missing parts, parts floating around in the anti-static bag and best of all obvious physical damage to the heat sink. I suppose since I really needed the board back I could have just accepted it and got on with my life... But why would I since the board I sent them was electrically non-functional but physically was in pristine condition (I take care of my stuff) so I immediately called Asus and after several hours and a couple of promised call backs that never happened I got a hold of a rep via chat who then informed me I needed to call so... After a few hours and half my day I got a hold of a rep who asked about the condition of the box and the box the box was packed in, both were in perfect condition so I guess they couldn't blame fed-ex, I was then asked if I installed the board and whether or not it worked, NO I DID NOT, why would I? It was shipped with physical damage and personally I don't care if it works, I have a warranty and expect to be put back in the same condition (or better) than I was in before the failure. He then informed me that I needed to take pictures of the motherboard and mail them to him so his supervisor can see them and make a decision, he would get back to me right away and we will do an advanced RMA. Well I did what I was asked to do and after a day and a half I decided to call back, I then had to resend the pictures to another rep and he said he will send me a pre mailer for fed-ex to return the board in an hour or two and will set up an advanced RMA. So another day and a half goes by and decided to call, well after several hours of frustration I opt to chat with a rep, this guy takes care of the pre mailer and tells me they dont have a board to send back to me right away but one is being held and will be avail by the time I send him the fed-ex tracking info, well they received the board and sent me an email stating "Dear customer,
We have found that the serial number in RMA request does not match your motherboard rma. This will be corrected at our facility. Unfortunately this means your Advanced RMA will be processed as a regular rma return. A regular RMA typically takes ten business days from the date of arrival to our facility." ARE YOU KIDDING ME! This was not my fault and I feel should not be my responsibility! I have been completely cooperative and more than polite and patient and customer service has given me no reason to complain until now, when I called to stress my concern about this issue they pretty much told me it was no big and it happens all the time. Again why is this my fault and why should it be my problem, I didn't fill the paperwork out wrong, I politely did what I was told and now I am being further penalized for it, to make matters even more frustrating I cannot track it one the automated repair status page and get treated like a d*k every time I call to discover the status.
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