Asus warranty issues on a z87-a Invoiced for what?

[Brighttail]

So I had an older z87-a MB that I had lying around that I tried to see if it worked. As long as it had one DIMM in, it worked fine. The moment I put in a second, third or fourth no joy. After much testing (and talking with their support) we determined it was a bad A2 Dimm slot. Great. RMA!

It was bought 2 years 11 months and 1 week ago, so still under warranty.

Well I got an invoice today for $159 for repair work. The invoice simply read, "Out of Warranty or external damage not covered by warranty". No specifics no nothing just a "Pay within 2 days or we send it back unrepaired" threat.

As I said I know it is still under warranty as the tech that set it up verified that. As for damage, I took like 10 pictures of it from all angles before I sent it out. There was no damage and I shipped it very well wrapped up in the original box with foam and bubble wrap. A lot better than what they send me. So I have no idea what they are talking about.

So here is the kicker, the ONLY way to find out, is to dispute the invoice. You can't call Asus, you can't email anyone or talk to anyone in tech support. There is no name or company on the invoice I can call, the only way is to dispute it. Well I have started that process but come on Asus, you can do better than this. It really seems like someone is sending out an invoice looking for free money for no apparent reason and without explanation. I guess I'm supposed to be a mind reader or something.


I'm not sure why Asus would send out an invoice to repair a motherboard that is supposedly under warranty without explaining what the invoice is for?

[Bahz]

Hi Brighttail,

I'm sorry to hear about another poor experience from you, can you please pass me the RMA# and also the Case ID number through PM?

Thanks,
Bahz

[Brighttail]

I thought I would put a close on this. Apparently they found bent pins. I knew about the pins and told the tech there were 4 or 5 of them, but I didn't think that it would cause an entire DIMM slot to stop.

Apparently ANY bent pins voids the warranty. Another thing I didn't know. 30-50-100 I could understand but ANY? Well that is the way it is. Being that it was a z87-a I told them just send it back and I would unbend them myself.

In the end they repaired it for free, under warranty since the tech who set up the RMA shouldn't have set it up to begin with or at least notified me about the void warranty. I was not expecting this.

In this case I would have been okay with them sending it back and letting me try and deal with it, so Asus stepped up and went above and beyond. I don't know if the bent pins were the issue, if it was something else or if they are sending me another board.

Either way thank you to Bahz and the folks at Asus for working on this and giving me a solution I was not expecting and is very generous.

Thank you.

[Praz]

Brighttail wrote:
Apparently they found bent pins. I knew about the pins and told the tech there were 4 or 5 of them, but I didn't think that it would cause an entire DIMM slot to stop.

Hello

If this info would have been disclosed in the first post it wold have been a no-brainer why the RMA was refused.