- last edited on by
ROGBot
Quick backstory here:
A couple weeks ago my RIVE died on me completely here. Board knew it had power from lights that were lit, but would not activate at all (press power, nothing happens, no post, no fans, etc). Did all troubleshooting possible, psu, ram, hard clear cmos, board was just dead. Submitted an RMA and this is where the fun starts.
RMA was submitted and I immediately changed it to the advanced RMA to get back up and running ASAP. This is supposed to take 24-48 hours max. After 48 hours, no contact back from Asus. Called and asked what was going on, they stated it was still in stock check stage because they did not have any onhand and were trying to get the sales department to authorize transferring a board for the RMA. Another 24 hours goes by, no contact. Wait another day and a half and call up to find out whats going on, and the rep states that they are still waiting for sales to get back to them regarding this. Going on 5 days at that point for the 24-48 hour processing. Shortly after getting off the phone though, I get an email with my advanced RMA form confirmation. I fill it out and send it back in immediately, and wait for the up to 24 hour processing on that. Fast forward three and a half business days later plus two weekend days, and they finally acknowledge they received the form and ship me the board.
I carefully open the box, and am shocked by what I found, utterly shocked. I was well aware I was going to get a refurbished board, but this one was taken directly from a scammed return and put into a static bag without even a glance at it.
What the **** Asus?????? Why did I spend close to $500 on a board to have it fail in less than a year, RMA it and have it take forever for people to do their jobs, then get back a destroyed board that you didnt bother to look at from another persons return and you didnt bother to test much less LOOK AT before sending it to another customer.....???
Now, I get to start the process over again waiting on another stock check. Almost two weeks later now, great service.
Listing of issues:
The back of the audio connector is bashed off. Easy to fix, but why the heck was this not noted?
Soda was spilled all over the board, and had dried into sticky brown puddles all over, in many areas of circuitry that I could not photograph well enough to show, but its bridging many many transistors and other IC parts. Let me guess why this got sent back.....
TIM paste covering the CPU retainer all over, which in and of itself could have been okay, but when I open the retainer to take a look to check pins, what a surprise I see. TIM paste smeared and smashed into the pins themselves, pins bent in the corner where it is a puddle of TIM that the previous owner tried to mop up apparently. They had to have used an entire tube of TIM for where all this is. I had to wash gobs of it off my hands from opening the retention brackets.
Small metal shavings over the board mixed with dust.
Board suffering from warping, not sure how they had this mounted.
A couple weeks ago my RIVE died on me completely here. Board knew it had power from lights that were lit, but would not activate at all (press power, nothing happens, no post, no fans, etc). Did all troubleshooting possible, psu, ram, hard clear cmos, board was just dead. Submitted an RMA and this is where the fun starts.
RMA was submitted and I immediately changed it to the advanced RMA to get back up and running ASAP. This is supposed to take 24-48 hours max. After 48 hours, no contact back from Asus. Called and asked what was going on, they stated it was still in stock check stage because they did not have any onhand and were trying to get the sales department to authorize transferring a board for the RMA. Another 24 hours goes by, no contact. Wait another day and a half and call up to find out whats going on, and the rep states that they are still waiting for sales to get back to them regarding this. Going on 5 days at that point for the 24-48 hour processing. Shortly after getting off the phone though, I get an email with my advanced RMA form confirmation. I fill it out and send it back in immediately, and wait for the up to 24 hour processing on that. Fast forward three and a half business days later plus two weekend days, and they finally acknowledge they received the form and ship me the board.
I carefully open the box, and am shocked by what I found, utterly shocked. I was well aware I was going to get a refurbished board, but this one was taken directly from a scammed return and put into a static bag without even a glance at it.
What the **** Asus?????? Why did I spend close to $500 on a board to have it fail in less than a year, RMA it and have it take forever for people to do their jobs, then get back a destroyed board that you didnt bother to look at from another persons return and you didnt bother to test much less LOOK AT before sending it to another customer.....???
Now, I get to start the process over again waiting on another stock check. Almost two weeks later now, great service.
Listing of issues:
The back of the audio connector is bashed off. Easy to fix, but why the heck was this not noted?
Soda was spilled all over the board, and had dried into sticky brown puddles all over, in many areas of circuitry that I could not photograph well enough to show, but its bridging many many transistors and other IC parts. Let me guess why this got sent back.....
TIM paste covering the CPU retainer all over, which in and of itself could have been okay, but when I open the retainer to take a look to check pins, what a surprise I see. TIM paste smeared and smashed into the pins themselves, pins bent in the corner where it is a puddle of TIM that the previous owner tried to mop up apparently. They had to have used an entire tube of TIM for where all this is. I had to wash gobs of it off my hands from opening the retention brackets.
Small metal shavings over the board mixed with dust.
Board suffering from warping, not sure how they had this mounted.
Shocking, just shocking jollywombat. You are not the only one to complain about this, did you see this?
RIVE S/N starting with D2MCAD = crappy QC and solder quality!
Well I looked at both the Rampage and Gen. Hdwe. forums and I only see one other occurrance since the beginning of the New Year:
ASUS RMA Replacement R4E Poor Quality Assurance.
I have to say that's probably a pretty good QC track record. Unfortunately, you just got a dud. Please give Asus a decent chance to make it right. GL.
RIVE S/N starting with D2MCAD = crappy QC and solder quality!
Well I looked at both the Rampage and Gen. Hdwe. forums and I only see one other occurrance since the beginning of the New Year:
ASUS RMA Replacement R4E Poor Quality Assurance.
I have to say that's probably a pretty good QC track record. Unfortunately, you just got a dud. Please give Asus a decent chance to make it right. GL.
i7-3930K; Asus RIVE; G.SKILL Ripjaws Z 4x4GB DDR3 1866; MSI 7870 2GD5/OC; Crucial M4 SSD 256GB;
Corsair 1000HX; Corsair H100, 4x Excalibur 120mm PWM CPU Fan p-p, AS5; SB X-Fi Titanium Fata1ity Pro;
Dell U2412m IPS 1920x1200; Cooler Master HAF 932 case; Tripp-Lite OMNIVS1500 UPS fully Line-interactive.
(EVGA site: )
And I have a second (wife's) computer, Eve.
Overclocking is useless to me if it is not rock stable.
Corsair 1000HX; Corsair H100, 4x Excalibur 120mm PWM CPU Fan p-p, AS5; SB X-Fi Titanium Fata1ity Pro;
Dell U2412m IPS 1920x1200; Cooler Master HAF 932 case; Tripp-Lite OMNIVS1500 UPS fully Line-interactive.
(EVGA site: )
And I have a second (wife's) computer, Eve.Overclocking is useless to me if it is not rock stable.
This is simply indefensible. No excuse what-so-ever for sloppy. Makes me sick. Despicable.
JollyWombat. Welcome to ROG. Please 'PM' [private messege] @cl-Albert with your RMA
information and a link to this thread. I am sure he can get 'eyes' on this and perhaps
move this along to a satisfactory resolution. [ Send New Messege > LINK ]
Endo. Dittos. I suggest start a thread and do the same.
R4E3960X- For what intel charges for their products they could of
brought it to you in a limo with a cake.
Which is no excuse for the 'could care less' attitude of whoever
did the above work.
This work should Always be signed with pride and the 'tech' held
responsible for their work, or 'we' should know who to Thank.
Best of Luck in this. And as stated above, Please, Keep us posted.
And THIS is exactly how these incidents cause These perceptions.
Cx-Ray, thnx for your honest assessment.c.
JollyWombat. Welcome to ROG. Please 'PM' [private messege] @cl-Albert with your RMA
information and a link to this thread. I am sure he can get 'eyes' on this and perhaps
move this along to a satisfactory resolution. [ Send New Messege > LINK ]
Endo. Dittos. I suggest start a thread and do the same.
R4E3960X- For what intel charges for their products they could of
brought it to you in a limo with a cake.
Which is no excuse for the 'could care less' attitude of whoever
did the above work.
This work should Always be signed with pride and the 'tech' held
responsible for their work, or 'we' should know who to Thank.
Best of Luck in this. And as stated above, Please, Keep us posted.
cx-ray wrote:
Whenever I go with Asus I count on having to buy new if I have a defect, unless I can get a refund or directly exchange it from the shop I bought it from. I'll sell the working RMA product whenever it arrives in 3 weeks to 3 months. It's sad. They also risk losing big time if a competitor such as EVGA would release a board with a decent BIOS. No way I'd take any ROG product over that. I already don't buy any Asus GPUs for that reason.
And THIS is exactly how these incidents cause These perceptions.
Cx-Ray, thnx for your honest assessment.c.
Jericho wrote:
Wow this is very troubling. I really hope EVGA comes out with a really good board with their next generation. My last board was their Classified 3 and I only went with Asus because EVGA's X79 boards are crap this time around. EVGA has an excellent warranty and service with very quick turnarounds.
Hands down there is no better equipment on the planet than ROG produces for the enthusiast.
The rest, in my view are the Also-Rans .. and point to The World Records held.
The Only issue is as in the OP's OP. The same sloppy RMA work 'we' have all been 'screaming'
about and sub-standard support policies.
EVGA's, MSI's ect. ect. .. simply can not compare.imo.
Please let's bring this Thread back OnTopic and help the OP.
[ JollyWombat, Endo : Did you send those PM's yet? ].c.
Nodens++Well Said.
Sorry to go back off topic 'for a second' but ..
QUOTE:
" Here in Europe we don't send the boards to ASUS. We take 'em to the store, they check the fault there and we immediately get a new product if it's faulty. So there's no possibility of this happening. See RMAs depend on the region."
Why is this so ?? Why are all these issues U.S. contract support based ??
More importantly, Why is it allowed to continue ??
Why, as it has been suggested long ago, wouldn't it be far cheaper to have a tech and a shipper working in a warehouse somewhere? [after the initial 30-?? return policy expires]
I would think that between the equipment and the 100% satisfaction this would more than pay for itself.
[ JollyWombat, Endo : Did you send those PM's yet? ].c.
Sorry to go back off topic 'for a second' but ..
QUOTE:
" Here in Europe we don't send the boards to ASUS. We take 'em to the store, they check the fault there and we immediately get a new product if it's faulty. So there's no possibility of this happening. See RMAs depend on the region."
Why is this so ?? Why are all these issues U.S. contract support based ??
More importantly, Why is it allowed to continue ??
Why, as it has been suggested long ago, wouldn't it be far cheaper to have a tech and a shipper working in a warehouse somewhere? [after the initial 30-?? return policy expires]
I would think that between the equipment and the 100% satisfaction this would more than pay for itself.
[ JollyWombat, Endo : Did you send those PM's yet? ].c.
