Bad RMA experience

[ericsthename]

Hi All,

I have a bad RMA experience to recount, just wanted to see how others experiences were. I have a Sabertooth P67 that has a couple of faulty USB ports. I called customer service and they approved an RMA process.

When I got my (refurbished) board, the plastic cover that protects the CPU pins was covered in thermal paste, and the board was dirty/dusty and generally looking worse for wear.

I took some photos of the situation - I'll attempt to attach them.



I'm a bit disappointed to say the least. I built a nice clean system, all black sheathed wiring, crossfire ROG Matrix 5870's and I just want my motherboard to function 🙂

[xeromist]

ericsthename wrote:
I just want my motherboard to function 🙂

Are you saying it is not functioning then? Or are you referring to the condition only? The ones sent back from RMA are not new but they should be functioning properly.

[ericsthename]

xeromist wrote:
Are you saying it is not functioning then? Or are you referring to the condition only? The ones sent back from RMA are not new but they should be functioning properly.

Well, I don't know for sure whether it functions. I wasnt about to risk a cpu shorting out on the thermal compound all over the pins...

[xeromist]

Ah, IC. Well I'm sure you could complain and do another exchange but honestly I would just carefully clean the majority of the paste and it will be fine. Far quicker that way. 🙂 The pins are way more conductive than the paste so a light coating isn't going to cause shorting as long as there aren't globs bridging the gaps. The way I would do it is take a micro screwdriver and run it between the pins to pick up any globs, wiping it periodically.

[ericsthename]

xeromist wrote:
Ah, IC. Well I'm sure you could complain and do another exchange but honestly I would just carefully clean the majority of the paste and it will be fine. Far quicker that way. 🙂 The pins are way more conductive than the paste so a light coating isn't going to cause shorting as long as there aren't globs bridging the gaps. The way I would do it is take a micro screwdriver and run it between the pins to pick up any globs, wiping it periodically.

Yeah, you are right, and I do have the know-how and skill to do this. I just don't think that it's a very good system that a customer should be forced to swallow a used product like this. Refurbished, is fine - but it should be refurbished to like-new standards in every way. "cosmetic" damage is damage nonetheless, and would certainly be negotiated if someone were buying a used product.

At any rate, I am not in a rush to swap out the boards, as I can live with two faulty USB ports. I will see if this board can be exchanged. 😞

[xeromist]

ericsthename wrote:
"cosmetic" damage is damage nonetheless, and would certainly be negotiated if someone were buying a used product.

Well, the pins are something you'll never see so that's not the problem, right? You mentioned other areas looking dirty so is there some other damage that can't easily be cleaned and will be visible? I've used good quality electronics cleaner on all parts of a board and it looks better than factory. It even gives it a slight gloss. 🙂

The problem that you're going to have is that only used boards go into RMA so only used boards come out. Even yours is used, if only for a short while. There's no clause in the RMA/warranty policy that says you'll get a replacement indistinguishable from new, only that it will be in good working condition. If you want new then that has to come from the merchant. It might be tough trying to get one that looks perfect so if it was me I would try to work with what I have before rolling the dice again. I'm not saying it's fair to get something less cared for than your own but it is what it is.

[Area_66]

If you clean it, spray with contact cleaner ( get it from an electronic store) and right after compress air ( not to strong) , alternate cleaner and air until it's clean, if you have a very soft brush it may help, but it has to be very soft. AND MAKE SURE to brush in the same direction the pins are bents. Make sure someone at RMA department know about it, send them pic, they have record on who as work on your board, it’s this guy who make a messy job, they have to be inform to correct it.

[Xtreme-Performa]

I recall from previous forums I've read a RMA that showed it took many months almost a year I'd thought he's/her's experience was mortified.. it would certainly take a lot of patiences... if I had another rig to work on I'd say I'd have tons of patiences... heck I'd probably forget my RMA if I had another rig.. until warranty expires lol...

Nice pix... very clear...

If you clean it, spray with contact cleaner ( get it from an electronic store) and right after compress air ( not to strong) , alternate cleaner and air until it's clean, if you have a very soft brush it may help, but it has to be very soft.

It sounds like similar to cleaning a blu-ray drive for PS3 on youtube... I still haven't fixed mine cos something went wrong with the motor...

Maybe similar type of product if it's very delicate process like using same fluid as blu-ray lens disc?

If you clean it, spray with contact cleaner ( get it from an electronic store) and right after compress air ( not to strong) , alternate cleaner and air until it's clean, if you have a very soft brush it may help, but it has to be very soft. AND MAKE SURE to brush in the same direction the pins are bents.

So it does sound like cleaning a blu-ray disc lens... so it's a very fascinating application... For a first time builder I'd eagerly use peoples tips/tricks if next rig I build hopefully I wound't get into this similar messy situation...

And good luck bro!! :cool:

[guck1093]

Asus is a crappy company. There Rma service is a scam. I sent in a mother board that was still under warranty weeks ago roughly 5 weeks till now. I just received an email stating they want $120 to fix my mother board because they say it has scratches on it. That are the result of them telling me to take every thing off of the board before you send it to us. Oh and i had to pay to send it to them. I just bought anew mother board from the top of the line roughly $300 but guess what its going back. I don't want there crappy service and products any more.

[chiPersei]

guck1093 wrote:
Asus is a crappy company.

Sorry guck. Couldn't disagree more. Crappy companies don't become as successful as Asus. The sad truth is that after a company gets so big the vision and integrity at the top doesn't always flow all the way down to the bottom. Me thinks the Chairman and CEO (Jonney Shih and Jerry Shen respectively) need to pay a visit to the out-of-sight, out-of-mind RMA department. The folks inspecting, fixing and swapping out parts need to know that they are as important to the reputation and integrity of the company as the people assembling the top of the line motherboards or graphics cards. Until that happens, it's a crap shoot.