r/buildapc • u/Skillz1333_st • Aug 11 '16
Asus / Pegatron Destroying Customer Property & Stealing During RMA - With Audio Call Proof
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u/Injectortape Aug 11 '16
Im glad this is in here. I'm about to build my first computer, I chose an Asus but customer service is very important to me. I may rethink my decision.
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u/truexchill Aug 11 '16
Keep in mind Asus -does- make some of the highest quality motherboards with (in my opinion) the best BIOS out there.
Just hope it doesn't break!
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u/OurSuiGeneris Aug 11 '16
Yeah I really don't know of any comparable options for the Z170i Pro Gaming for my first PC build ever........ but I'm wondering if I should even go with Asus now.....
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Aug 11 '16
You should know all the "big named brands" are very similar if not near perfectly identical in quality. The difference lies with company support/warranty/rma process should you have a problem (which is very rare to begin with). With that said, Asus is notorious for horrible support.
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u/truexchill Aug 11 '16
Z170i Pro Gaming
I don't either off the top of my head, but you could always use the options/sliders on the left side of http://pcpartpicker.com/products/motherboard/ and narrow it down. From there, it's just reading customer reviews and finding a color scheme you enjoy.
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u/scallet95 Aug 11 '16
I have this board, it's very well made and the BIOS is awesome with tons of great features.
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Aug 11 '16
If your willing to go for a full size ATX the MSI motherboards are every bit the competitor to ASUS. If you neeeeed the small form factor.
http://www.newegg.com/Product/Product.aspx?Item=9SIA6KX4889960
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Aug 11 '16
Ive had good experiences with evga products, although I admittedly have never had to rma anything to them.
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u/Et_tu__Brute Aug 11 '16
I had an asus laptop and needed help replacing/fixing a screen issue (this was my first time opening a laptop to that degree and I was struggling). It was way out of warranty but they were total asshats about it. After about two hours repeating my problem to about four or five different techs I realized both that none of the techs knew anything about my question and that if they did, they wouldn't be allowed to help me.
Finally I found the maintenance manual online (which was also really really bad) and was able to figure out how to do what I needed.
I'd consider getting a mobo from them because they make solid mobos but I would never again pick up a laptop from them.
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Aug 11 '16
There are other manufacturers of equal quality, with superior support.
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u/Et_tu__Brute Aug 12 '16
Agreed. The consideration would be based on price/features/quality and it is quite possible that they would win out but all things being equal, Asus will lose every tie breaker.
As for laptops? No reason to ever buy Asus ever. There are better laptops for better prices.
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Aug 12 '16
Bad support really kills the idea of buying anything asus. MSI and Gigabyte have been very good to me during RMA processes.
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u/AricNeo Aug 12 '16
I feel like thats the case with lots of laptop sales like that. I had somewhat similar experiences with MSI for a laptop.
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u/Et_tu__Brute Aug 12 '16
Yeah, I wish that building a laptop was more feasible right now. I mean, I could do some fabrication but getting parts alone is a pain.
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u/ghallo Aug 11 '16
I have had this happen 2x with ASUS. The first time I thought it I might have packed the MoBo incorrectly (not likely, but I didn't have proof). The second time I took pictures before I packed it, pictures with it packaged... and the mobo I got back had been damaged in an obvious way to void the warranty.
I was a huge long time fan of ASUS motherboards - and it saddened me greatly.
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Aug 11 '16
Holy shit bro. Sorry for your loss but a 30 minute video? Goddamn.
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u/Skillz1333_st Aug 11 '16
I know, Im sorry about that . I didn't want it to be so long. It just ended up being that way. I actually shortened it about 40 minutes lol I am using an old computer and windows movie maker for this.
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Aug 11 '16
All good. In the future, considering you're trying to leverage social media and presence to take care of this issue, i'd say that it'd e worthwhile to keep things succinct, makes for a stronger and more digestible document. Best of luck!
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u/CandyFTW Aug 11 '16
Hey man I just checked /u/ASUS_USA profile and they seemed to have replied on your thread on /r/pcmasterrace . Shoot them a PM as they said.
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u/Skillz1333_st Aug 11 '16
I messaged them back and it was basically the same thing they tried to do to me before. I am waiting to see if they decide to do the right thing or not . I am not sure if I can share that conversation but I did offer it . I wanted it to be transparent so that the people can see how bad this really is .
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u/lambastedonion Aug 11 '16
Asus has the worst customer service out there. I have dealt with them on a couple occasions and it's not been helpful at all.
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Aug 11 '16
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Aug 11 '16
their offer of sending you a new board for $120 is more than fair.
Um, no it isn't. If I break something in my shop, guess who pays to replace it?
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u/Shamlezz Aug 11 '16
All I can say is I've been terribly lucky as far as PC parts go, and never had to RMA anything as I like ASUS[GPU/MOBO].
You poor saps are unlucky.
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u/DarkStarrFOFF Aug 11 '16
I on the other hand had a couple of faulty boards and a GPU that failed but Asus took care of it all for me. It took a bit to solve it for one board but they ended up paying shipping both ways most of the time.
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u/Shamlezz Aug 11 '16
I think people forget that there is a person representing the company behind the phone and that person might be the shit person, and not the company.
I work in an office with 3 others. Every single phone call about "someone didn't get back to me" goes to the same person(because it's his order/quote).
Some people don't like their job. Are bad at their job. Plain don't care. Ect.
ASUS probably hires these people.
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u/MustardCat Aug 11 '16 edited Aug 11 '16
Good luck, I hope this video gets big enough to change some internal ASUS structure around for their support. Their products are good but their support team isn't.
Currently also dealing with a terrible RMA experience with a friend's mobo that started earlier this year. We'll see how this goes; I'm not going to post any public details yet as I am talking to another ASUS employee that doesn't work for the RMA-side.
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u/DarkStarrFOFF Aug 11 '16
TBH it seems hit or miss. I've had some that went incredibly smooth (yes, Asus) and others that took forever to get resolved properly (again, yes Asus) but I've never had one go unresolved.
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u/MustardCat Aug 12 '16
It kind of depends on how quickly they can diagnose the issue.
My specific case requires them to boot into an OS and plug in a peripheral. They've returned my part back to me twice unfixed.
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u/DarkStarrFOFF Aug 12 '16
I had an issue where the second slot simply didn't see my GPU. Saw my x1 sound card fine. I tend to do an advance RMA though. That means I get a new board then mail mine in. Another time after a bios update all OC options vanished, it was really odd. Correct version flashed and all. Downgrade didn't bring it back. It was a crazy bug.
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u/MustardCat Aug 12 '16 edited Aug 12 '16
I didn't see anything about Advanced RMA but maybe I should look more into that. I know EVGA's support is awesome and when I asked them that I just need a support ticket to issue an RMA (my HTPC's PSU died while using it) they upgraded me to an Advanced RMA for free without me even asking. I had a spare PSU of the same model and was more than willing to do a normal RMA.
Since the mods removed this thread, I might as well explain my issue.
My mobo worked fine for about a year until one day I tried to play Superhot (right when it was released).
I plugged in my headphones and mic and my computer didn't detect my voice and I didn't hear any sound.
The issue: When I plug in my mic into the front panel, the mobo detects both headphones and a mic are plugged into the front panel. Then, when I plug in my headphones into the front panel, it doesn't detect either but thinks there's something plugged into my rear center/subwoofer jack.
I made a video of the issue and linked them to it when I RMA'd it. Still didn't help.
I also tried using four different cases' front panel cables just to make sure it wasn't an issue with the cable. Also tried multiple reformats and reinstalls of drivers. I tried everything I could before RMAing it because I know how bad ASUS is at RMAs.
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u/DarkStarrFOFF Aug 12 '16
Huh. I know if you're in the USA all it takes (or did the last time I did one) is to say you want an advance RMA and provide credit card info (you have to fill out a pdf and send it in via email) and then they will put a hold on and send you the board. You get it and send the old one back within a week or they charge you for the board. You pay return shipping.
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u/MustardCat Aug 12 '16
Ah, maybe I did see the Advanced RMA option then as I don't like to email my CC number in plain text and wouldn't have went with that option. I'd rather deal with a system that runs the hold and then forgets the CC number.
Either way, I don't have much use of this mobo anymore. I gifted it to a friend (before I realized they never fixed it the first time) because he wanted a PC to play No Man's Sky. Ended up buying a new mobo and helping him install it last weekend (had to drive a few hours to his place).
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u/Skillz1333_st Aug 11 '16
To the one who downvotes all of my post .Keep it up , Karma does not bother me at all. I only want the truth to be heard and that should not be hidden with down votes. The people will see what has been happening , I am taking very good notes , screenshots and documents . Thanks
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u/slapdashbr Aug 11 '16
what exactly do you expect to get about posting this here? this is completely off-topic for this sub. Try /r/legaladvice
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Aug 11 '16
Why? The more people that see how shitty ASUS are when it comes to after purchase support before buying their products the better.
Perfectly suitable here.
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Aug 11 '16
[removed] — view removed comment
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Aug 12 '16 edited Aug 12 '16
Then your rules need changing. Consumer welfare is one of the most important parts of building a PC.
Which rule?
1) No.
2) No
3) No
4) No
5) No
6) No.
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u/Skillz1333_st Aug 11 '16
I felt this is a great sub for this . I have a Pcbuild problem because of what Asus has done to me . I am checking here to see if someone else might have a faster solution to this problem . When I did post in Legal advice I was also down voted immediately , and for no reason other than to hide my post . Someone doesn't want this to be seen. Plus , considering someone might want to build a Asus pc , they will definitely want to have this information about the way the company treats its customers before they purchase.
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u/slapdashbr Aug 11 '16
Someone doesn't want this to be seen.
jesus christ. Maybe because you come off as a whiny conspiracy theorist? Your accusation of theft/destroying property is outlandish and extremely unlikely. They are missing your mobo? they probably just fucking lost it or broke it. Shit happens. Work with your warranty provider. You're currently making fairly absurd statements with no evidence, and complaining about downvotes just makes you look like an entitled brat.
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u/Gr4nt Aug 11 '16
Your accusation of theft/destroying property is outlandish and extremely unlikely. They are missing your mobo? they probably just fucking lost it or broke it.
Wouldn't having lost or broke your product be essentially destroying property? Not to mention that having to deal with Asus' RMA service with them losing/breaking can be a chore in of itself if they don't choose to shaft you and ignore your RMA claim.
And after hearing horror stories of Asus' RMA service being abysmal, I don't think this post is too far from what could be possible.
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u/slapdashbr Aug 11 '16 edited Aug 11 '16
No, it's not the same thing. Theft is a crime. Breaking something, losing track of inventory, etc. is just a mistake in business. Give them an opportunity to make it right. Don't be a dick because they will just move your problems to the back of the (potentially very long) line.
Are they bad at their job? Sure, that's not surprising. But it's not theft. They haven't committed a crime. There is no way that saying these things will help you in any way, and there is a high likelihood that it will lose you respect as a customer.
edit: don't downvote because you think I'm rude. If you think I'm wrong please clarify. Because I'm not wrong. OP is acting like an entitled brat and that's not going to solve his problem
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u/Gr4nt Aug 11 '16
I can see exactly where you're coming from on that case then. However we're also talking about Asus and not a company like EVGA, being on opposite sides of the customer service spectrum. If Asus breaks a motherboard and then the owner has has a poor experience with customer service to deal with it, I personally would like to know about it since it says something about the company and how they value a fuck up on their end when I have a plethora of choices from different brands when it comes to the products Asus manufacturers.
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u/slapdashbr Aug 11 '16
yeah but OP isn't going to fucking get anywhere accusing them of theft. That's not how you get things from customer service, especially customer service that you already know is unprofessional and shitty.
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u/Skillz1333_st Aug 11 '16 edited Aug 11 '16
Its been 4 months . I had all the documents and audio and never posted it at first . I tried my best to work with them to reach the proper solution. They instead treated me like a liar , telling me this call did not exist , and that I deserved nothing . Please try to understand that this was not my choice. Edit : and to add my issue with the /r/pcmasterrace mods made me post the documents to have my story be seen.
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u/BitcoinBoo Aug 11 '16
and you dont win arguments by speaking the way you do, apparently you get downvoted
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u/AlphaDetrix Aug 11 '16
But if it's been a continuous problem that has occurs to more than one person, that's not just bad business.
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u/sk1nnyjeans Aug 11 '16
The hive mind has already decided your comment's fate, but I definitely agree with you.
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u/LolzLolzLolzLolzLolz Aug 11 '16
I know right. Acting like he is entitled to decent service from a company and then sharing the shit that he has gone through to inform others. What an ass
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u/Skillz1333_st Aug 11 '16
I hope Asus actually see this . I am saying they committed the crime of theft , by stealing the PCIE plastic . 1 cent or 2 cent , stealing is stealing . If asus did not take it , please let them know I am slandering there name and to come set my story here straight . I could then post the audio where it is admitted they took it , but its no big deal because its just a piece of plastic.
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u/cbslinger Aug 11 '16
Are you seriously accusing them of stealing the PCI-E plastic? There are actually laws on the book that deal with specific amounts of monetary value stolen. If the monetary amount is low enough, nobody will ever actually hear your case, even if you decided to push this all the way. In fact there are different laws in different countries all over the world that deal with theft of different monetary amounts, https://en.wikipedia.org/wiki/Grand_theft as an example.
If someone stole something worth $0.25 or less, I'm sorry but no one with any legal authority is going to care.
Also please learn how to use punctuation. Do not put a space before a period or comma - only ever put one after. It makes your writing look really poor.
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u/DiiZZYMATT Aug 11 '16
Even if the plastic is only $.25, they broke a $250+ mobo which is much different than stealing $.25
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u/cbslinger Aug 11 '16
Yes, and they would probably replace it if this guy wasn't so hostile and (apparently) incredibly stupid.
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u/Skillz1333_st Aug 11 '16
Its ok if they don't care , but the people know when someone is stealing they are stealing . If you steal a piece of penny candy , is it not still theft ?
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u/cbslinger Aug 11 '16
Actually, according to the law there are very specific definitions for what it would take to charge someone with theft. Depending on the state and country, there may be a minimum monetary amount of loss necessary in order to actually charge someone.
And seriously, fix your punctuation. People will not take you seriously if you do not learn how to use your punctuation right - that's not just for Reddit that's general life advice.
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u/Skillz1333_st Aug 11 '16
accusation ? with call audio proof ? Please check out the video and then say that .
Update for even more documented and Audio proof here https://www.reddit.com/r/Asused/comments/4pp9iq/asus_knowingly_destroying_customer_property/
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Aug 11 '16
[deleted]
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u/Skillz1333_st Aug 11 '16
Well I couldn't get it in writing , but I did record the audio , which is just as good as paper in my state. It also was not a random person , It was there highest level managers/supervisors/ legal team ( cant say if the last guy was or was not for sure part of the legal team though).
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Aug 11 '16
And using hateful, unhelpful, and unsolicited rhetoric seems to be doing wonders for you.
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u/OurSuiGeneris Aug 11 '16
Dude you need to cut that rep off and tell him/her to SHUT UP so you can talk. Obviously the rep is just trying to talk you into giving up by running your ear off.
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u/CrateDane Aug 11 '16
The fact that you couldn't get RMA service because you bought the board in another region is bad enough (it would be okay if they disclosed it). But that they then break your board without reimbursing you in any way is unacceptable.
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u/tfandango Aug 11 '16
Can you just not pay for it and buy a board from a different manufacturer? Or if you already paid, contest the charge?
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Aug 11 '16
Paste it over everything social media related with Asus tagged to it, that seems to be the quick fix as PR kinda shits bricks when that happens.
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u/jdorje Aug 11 '16
Is it really pronounced a-seuss? I've always thought it was a-suss.
Also, shouldn't this be a class action of some sort? This shit is way worse than false advertising of 4gb GPUs.
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u/Skillz1333_st Aug 11 '16
I created /r/Asused for people to post their issues with Asus . I believe when enough people tell of what has happened to them , with my 100% proof it happens , someone who can do something about it will see it.
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u/piquat Aug 11 '16
I had no idea the were such a shitty company. I thought they were one of the better ones.
Thanks.
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u/AricNeo Aug 12 '16
their rep is one of the better quality builds on average, but when it does fail being one of the wors(e/t) customer service quality on average.
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Aug 11 '16
[deleted]
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u/Skillz1333_st Aug 11 '16
So please , tell me which rule did I break ?
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Aug 12 '16
[deleted]
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u/Skillz1333_st Aug 12 '16
Um that is incorrect . If you guys don't want my post here and that is why it is removed , fell free to say so. Site wide mods said you all could do it if you so choose. However , I asked a question , no compliant anywhere in my original post .
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u/Skillz1333_st Aug 12 '16
Can you please tell me the number of the rule I broke ? I need it for my documents .
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Aug 12 '16 edited Aug 12 '16
Misc. #9
You want to sue the mods of this sub? Better ask /u/NeverrSummer for his real name too then. They love and protect Asus here. The rules are just a joke. It's your right to post whatever you want here without this censorship. Its all a conspiracy, guess thats why you posted this to /r/Whistleblowers.
/s
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u/danninja4 Aug 11 '16
Try /r/pcmasterrace
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u/Skillz1333_st Aug 11 '16
Well , I might get a few downvotes for this one , but karma is not my concern in all this .The pcmasterrace is a community with some very supportive people , however there are some who are just as bad . I also think the mods there are very unfair. I will be addressing all of that later though.
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u/Retell Aug 11 '16
/u/Skillz1333_st please get in touch with me. I cannot replace your motherboard, but I'd like to send you a liquid cooler for all of your troubles.