This issue has been going on for three months. I have a 3 year warranty on a motherboard I bought around December. Asus customer service was so incompetent, that it took me 5 phone calls (I had to talk to someone other that the clown I had spoken to four times previously) just to find a person that could transpose my email properly in order to send me an RMA confirmation email!
I REQUESTED THAT I BE SENT ANOTHER BOARD, SO THEY SENT ME THE SAME BOARD MY BROKEN BOARD BACK! This supervisor 'Dillard' that I played phone tag with for over a month (when I repeatedly requested he email me, because I was not about to waste $300 in long distance just to get in touch with him); if I missed his call by 5 minutes, and called back, he would not answer the phone! At last, he reached me; I was told that I would be sent another board. At first, I declined (I was so irratated with this company), but 2 -3 days later, I requested the new board, and the clowns at ASUS sent me back my broken board. All they did was reset the CMOS!
Desired Resolution:
A model better than the K8V-X. I need firewire, 3-4 gb ram capacity, 4 -5 PCI slots, and it would be nice to have on board video (good onboard). I would prefer an AM2 platform board, since the ASUS board blew my socket 754 chip, and it costs more for a 754 replacement than an AM2. I am demanding they send me another WORKING board, other than this K8V-X model. If they want me to send them this DOA board that they mailed back to me, then they can pay to have it shipped back to them again; I already paid to have it sent to them once, I'm not paying to send it to them again.
ASUS Reponse&
I had talked to Randy in your office about this case on Friday 7/14/06. Originally Mr. Helfrich sent his BBB request to the San Francisco office on 5/30/06 resulting in case # 57079769 in which he states that we did offer a replacement upgraded board which he declined this is verified by the original tech who replied to this case in response # 57077763. After declining our offer to upgrade his board he then contacted Dillard the technician who was the original respondee to the 57077763 and requested his board at which time he was sent back his original on the basis that he had declined the upgrade. These cases were then closed on 6/19/06 by the San Francisco office as assumed resolved per lack of consumer response. As you can see from the response posted below he states himself that he declined the upgraded board and then after 3 days called to accept at which time it was decided that since he had declined the upgrade originally he be sent back his original board. At this time as we did try to resolve this case originally with Mr Helfrich by compensating him with a new board our next course of action will be to honor his 3 year warranty on the existing board and if un repairable to exchange it with the exact same model he currently has. I can fax you both statements if you like showing both his and our responses to these 2 cases and the board that we offered as replacment being the K8N-E Deluxe which is high-end socket 754 board that is a great improvement over the bare minimum cost effective cutdown version of the chipset he originally purchased. If you have any questions please contact me at 502-995-0883 ext 6911. I will also contact Mr. S to apprise him of the current correspondence as he was the original contact for me on this case.
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