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PG42UQ returned from RMA without repair

RockSaysPaperOP
Level 7

I paid $42 shipping to send my PG42UQ monitor ($1400) two weeks ago for repair due to a black spot in the top right corner. The facility received it a week later, then marked it as "repaired" in under 24 hours. I called customer service while waiting for the return because I was suspicious that it could be repaired that quickly.  I was also suspicious that it could be repaired at all because this seems like the kind of issue that gets a full replacement. I asked "If I get this monitor back and it still has the same problem, what do I do?" He said they would be offer me a replacement immediately and that I could get it as soon as I ship this one back, even before they receive it. Great.

Now I got it back after two weeks and sure enough, the spot is still there and it looks like nothing at all was done. I call customer support and after being on hold multiple times for "escalation", she came back to the phone to tell me that she "had an update" and now she was seeing that there was "customer induced damage." I had to laugh out loud because that is absolutely ridiculous. Not only is my monitor in perfect physical condition, a few points:

  • No one at the repair center made any mention of damage
  • The status updates during the process only ever said "repaired", no mention of damage
  • The first CS rep I called while waiting for return shipping made no mention of damage
  • The CS rep I called today ALSO didn't mention damage until after she had placed me on hold multiple times to "escalate"

This feels like an attempt to blow me off by a company that doesn't respect its customers. I have also heard from other owners that they are low on stock for replacements for this display, and that may be the real reason they can't do anything to help me. Given the reputation of Asus these days, I am surprised they didn't cut my screen with a knife just to really drive the point home.

I am someone who spends a lot of money on tech products every year, and I am NEVER buying an ASUS product again, and I will tell anyone who will listen to do the same. 

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3 REPLIES 3

Aureliannn_ROG
Customer Service Agent

Hi @RockSaysPaperOP ,

we're sorry to hear about the issue you're facing. 

To better assist you in resolving the problem, could you please provide the product serial number of the monitor via private messege? 

This will allow us to conduct further verification. 

Also, were the black spots in the same location both when you first sent the monitor for repair and when you received it back? 

Is the photo you provided of the fully repaired machine? 

Do you have any photos of the monitor before and after repair for our reference? 

This will help us better understand the situation and provide support. 

Thank you for your cooperation and understanding.

Providing detailed device specifications (MB/CPU/GPU/PSU, etc.) and the respective driver versions, OS version, and BIOS version will help us analyze the issue more effectively.

The serial number was sent via PM.

The photo is after I received it back. It is in the exact same spot as before. I do not have a before photo, but I wrote in my RMA request the exact description as what you see in the photo. 

Hi @RockSaysPaperOP ,

We're sorry to hear about this situation. 

We've found that you've already applied for RMA for the second time. 

We have forwarded your case to the local team and asked them to pay attention to your case. 

We will also confirm the repair status for you. Thank you.

Providing detailed device specifications (MB/CPU/GPU/PSU, etc.) and the respective driver versions, OS version, and BIOS version will help us analyze the issue more effectively.