After the failure of my Asus Motherboard which simply blew up (literally) for no reason, I traveled through a maze to get to their customer service support, which is at best a joke. After almost a full day I finally got a hold of someone instead of being bounced around from phone to phone. After explaining the situation I was told in detail how to package the item specifically and how to mark the RMA box so that it would be sent to the proper department, failure to do so would result in my broken motherboard being returned to me.
Following their instructions to the letter, I shipped the RMA box with my mobo in it to their Indiana facility. I was told the specific department which it was sent to would make an evaluation (since it was still under warranty) and that if it could not be repaired (within 10 days) a replacement board would be sent. After waiting well over a month I was forced to make direct contact to them again through e-mail. No notice, no replacement, no e-mail, no follow up, no anything from Asus.
After a week of waiting I finally get a notice that the specific board could not be replaced immediately because they did not carry the IC board OR ANY of the components to make one. (How do you honor a warranty without ANY type of replacement in stock?
I was then told they would exchange it for an almost identical motherboard with some less features. Going over the data it was an equal exchange. I was thanked for my quick reply and told the replacement would be shipped out of their Indiana facility in two days.
Here it is two weeks later and after initiating contact with them once again, I was sent yet another e-mail saying that the exchange board which I begrudgingly accepted has still not shipped out despite their promise that it would ship within 48 hours!!!
After searching the Internet I found another individual who has already gone through the exact same situation with Asus regarding the exact same motherboard. He too accepted their replacement offer. After 3 MONTHS ofrepeated contact with Asus, he was sent back his original 'broken' motherboard by Asus who said that as a customer he had been "uncooperative" with them.
How is expecting a promise (warranty) to be upheld by a manufacturer AFTER OVER 3 MONTHS OF WAITING, being uncooperative???
I originally chose Asus because they supposedly offered 'quality' motherboards or so I thought.
Not only do their boards absolutely suck but their Customer Service is impossible to reach... And when you do reach them they lie to you. Then they leave you holding the bag until you get frustrated and they apparently send you back your 'broken' motherboard.
As a repair technician and a retail computer builder, I will not subject any of my current or potential future customers to this disregard for their business. It is an absolute embarrassment that any company would so carelessly ignore their own written warranty AND then subject customers to an infinite waiting period to allow Asus to weasel out of their obligation.
If I get another "oops" letter from Asus, I'll be contacting both a lawyer as well as my states Attorney General's office.
They've already lost me and my customer's business permanently. Next will be a lawsuit for fraud.
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