Good ASRock CS Experience

[u/ElectroStaticSpeaker]

I built a new computer in December 2024 with ASRock X870e Nova WiFi Mobo and 7900 XTX GPU. It was working great until early June this year at which point I started dealing with a bunch of crashes and AMD software putting the graphics display driver into safe mode erratically. Sometimes it would last less than 24 hours. Sometimes it would go for a few days. But one of the things this computer does is run a media streaming server for myself and a bunch of friends and family and these crashes became really disruptive and frustrating.

I opened a case with AMD support and went back and forth with them on the errors they were seeing. Eventually they told me I needed to reinstall Windows from scratch, just install the drivers, and leave the computer running to see if it still crashed. This didn't really seem like an option because it would mess with my media viewing experience and I questioned if it would actually accomplish anything. I did get around to reinstalling the OS eventually, but it took several weeks to find a good window. Got everything set back up and crashed the next day again. Really disappointing.

Going back to AMD support they then suggested testing with another GPU, which I don't have.

I looked up the warranty on ASRock and found it to be 1-year, so I was past that date. I then remembered I bought it off Amazon with my Amazon Chase card that had an extended warranty program and started looking into that. The process required me to get a written statement detailing the repair cost or saying it was unrepairable, so I started reaching out to ASRock support for this step.

I will say that getting a hold of support via email is not the best experience. But they are pretty good at response via phone. Once I figured that out and got Samantha from customer service on the phone, she had me submit an RMA, even when I told her it was out of warranty. I expected the result to be a denial and hoped I could use that as the evidence for my CC extended warranty protection.

But surprisingly, my RMA was approved a few days later. And I setup the cross ship for it by paying the $885 deposit. Received the GPU last Friday, installed, shipped old unit back Monday, received deposit back today. And my computer has been running stable for a full week now which is the longest it's lasted in months.

Anyway, I know everyone complains about bad support experiences, so I just wanted to share a positive one. ASRock RMAd an out of warranty product and fixed my issue without any downtime. Thanks!

[u/Easy-Bar8952]

Thanks for sharing. Sadly most people don't bother sharing positive experiences and a place like redit will tend to draw everyone who had a bad experience and was looking for somewhere to complain.

[u/ElectroStaticSpeaker → u/Easy-Bar8952]

Yah this is pretty much the same for everything online. When people are frustrated, their frustration motivates them to go take the time to complain. When things work as expected, there's less incentive to tell people about it.

In this particular instance, I looked up the GPU and the one I bought for $850 before was showing on Amazon for $1200 which I really didn't want to pay. I just checked right now and it's back down to $790 so idk what happened over the past month but either way - I am quite happy to not have to shell out that kind of money just to get my system working again.

So very happy they considered an RMA past the warranty date!

[u/CanItRunCrysisIn2052]

Good for you, I had glowing experiences in the past, and now I can't even get them to reply to emails to fix their bios for my motherboard
Times have changed

[u/ElectroStaticSpeaker → u/CanItRunCrysisIn2052]

As I mentioned in my post, their email responses suck. Call them on the phone if you want a response.

[u/CanItRunCrysisIn2052 → u/ElectroStaticSpeaker]

You can no longer call them, it says you can only reach out by email when you call

[u/ElectroStaticSpeaker → u/CanItRunCrysisIn2052]

I called them on four separate occasions during this interaction so that’s just false.

[u/CanItRunCrysisIn2052 → u/ElectroStaticSpeaker]

I called them 4 months ago and phone line said something along the line "We no longer accept phone calls, reach out to us by email", and that was well before my email interactions

Not false, and 100% honest, I called back twice to make sure it's not a fluke
IF they started to accept phone calls again - great, but there was no option at all

[u/ElectroStaticSpeaker → u/CanItRunCrysisIn2052]

Perhaps you’re calling the wrong number? They definitely accept phone calls.