RMA NIGHTMARE

[Diezh]

I have sent in my ROG STRIX 3080 for a defective rgb strip, the process was going okay, I packaged the graphics car like a fortress when shipping. I have kept all my chat logs and have since forwarded all my current info to my attorneys office, I was told the card is covered under warranty, the car status then went into “diagnosed/repairing/waiting for parts” with an estimated completion date of September 7th, all was great. Until today my status has changed to deemed CID, currently waiting for an itemized list and photos of the CID, I had all condtions of the card done with photos and 3rd party notary of condition, which was also given to my attorney. Even after ASUS May 23rd statement of fixing these RMA nightmares, here I am. And I refuse to be a bother statistic to a billion dollar business, it’s extremely unfortunate as a consumer and computer engineer who has used asus products for decades is roped into the RMA mess. All of this over an RGB strip that would cost them $3 to replace. If this issue isn’t resolved I will be taking further action through my platforms. Cmon ASUS

[Aureliannn_ROG]

Hi @Diezh ,

Thank you for contacting ASUS support and providing us with detailed information regarding the warranty issue with your ROG STRIX 3080 graphics card.

To better assist you with the warranty issue of your ROG STRIX 3080 graphics card, we kindly request you to provide the following information:

1. Graphics card serial number
2. RMA number
3. Photos of the graphics card before sending it for repair: Please provide several clear photos of the graphics card before it was sent for repair, especially photos of the faulty part.
4. Photos of the packaging: Please provide complete photos of the graphics card packaging for our reference.
5. Customer service records: Please provide any call records or chat records you have with our customer service representatives. This will help us understand the problem you are experiencing.

Kindly send us this information via private message. We will verify your case as soon as possible.

Thank you for your cooperation!

[nakedsword]

same been two weeks since i sent my card in 

[Aureliannn_ROG]

Hi @nakedsword ,

We apologize for any inconvenience caused by the repair issue. To better understand your situation and provide assistance, we kindly request that you provide a detailed description of the difficulties you are currently experiencing with the repair process.

1. Repair status: Have you sent your graphics card to the repair center and have not yet received a notification of completion? Or have you encountered other issues?
2. Product information: To facilitate our inquiry, please provide the following information:

• Graphics card serial number
• RMA number

Providing the above information will help us quickly check your repair progress and provide you with the most timely assistance.

Thank you.

[Diezh]

UPDATE! 

asus ended up replacing my graphics card with a used another used one, I’m am beyond furious that this gpu made it through their testing and quality control… the WHOLE ******ING REASON I sent this card in to begin with was because the blue led was failing and would not allow the rgb to be white.. the gpu they sent me has the exact same problem and I’m furious… I will not wait weeks again for this to be resolved, it completely ruins my aesthetic experience of having a white build.. unbelievable that I waited over a month for them to try to CID the product I sent for no reason, just to be sent back another broken unit

 

[Aureliannn_ROG]

Hi @Diezh ,

Thank you for providing the detailed information. In order to assist you more effectively, we kindly request you to provide the following information via PM box to me:

1. RMA number: Please provide your RMA number so that we can check your repair progress.
2. SWAP GPU serial number: Please provide the serial number of the replacement graphics card you received for our verification.

Meanwhile, to rule out other possible issues, we recommend that you:

1. Verify graphics driver version: Please ensure that your graphics card driver is updated to the latest version.
2. Check Aura Sync synchronization status: Please check if the Aura Sync function in Armoury Crate is unable to synchronize with other devices, or if only some devices cannot synchronize.

Providing the above information will help us locate the problem faster. Thank you.

[RangerHawk]

I have a similar problem. I sent my water cooled 4090 in for repair because the water cooler pump was buzzing. They sent me back a card with a different serial number, it had scratches on the plastic face plate of the card but even worse, it had the exact same problem. I got a new RMA, sent the card in over two weeks ago now, and all I can get out of tech support is they will escalate the issue.