So 10 minutes later I check my email. I HAVE TO PAY TO SHIP THESE BACK??? WTH???? Because the Tech support is non-existent I have to pay to ship $3,000 worth of tech back to Asus for them to do god knows what for how ever long they decide? Again, unbelievable! Another reason never buying Asus!
So you have to pay all of the shipping charges both ways, huh? Wow. And are those international charges? Are you shipping from one country to another or just locally? Just wondering if it's the same with Gigabyte, EVGA and MSI. Do they all expect you to cover the shipping when the fault is with the maker?
Honestly, I have contacted Asus via chat a few times. Twice I was put "on hold" and after waiting half an hour discovered I was not "on hold" at all, but rather had been disconnected. Second, the only time I ever contacted Asus via email it was obvious nobody had read a single word I had written, based on a cut and paste response. I sent a second email, and got the same thing: Nobody had read a word of what I had written. They had simply once again cut and paste a response from somewhere else that did not address the issue whatsoever.
One thing though, the hardware is first rate. But then it is very expensive. And, albeit others who have motherboards from other makers have reported similar issues, in at least a few cases, a number of recent Bios releases are very problematic. Armoury Crate, Aura, AI Suite 2, etc. all stop working properly before long too, so I have rid my systems completely of all of it. I am not happy that I paid for RGB lighting when the software for it does not work, and hence I have turned all of it off.
In a nutshell, in at least a few cases people report horror stories with support. But then all of the people who have no problems have no reason to post here. Also, it is plainly obvious that the majority of software is not updated regularly, and hence stops working properly in time. In some cases, as with recent Bios releases, the problems are baked in at release.
So, yeah, I can relate. Thank you for posting your experience. It is helpful to the rest of us who have been brand loyal from the get go but may need to rethink things. You can be sure Asus is not going to change. The prices of the hardware are very high, and while the hardware is great, the software is typically more trouble than it's worth, and the support can be horrible.
Honestly, I don't know why they don't hire a few people who can train these support and customer service people and address these issues. I also don't understand why they don't have software staff that are able to regularly update the software so that it continues to function properly. Know though that manufacturing is often a very cost intensive kind of business. But nothing is stopping Asus from addressing these issues, and if they don't they are probably just shooting themselves in the foot in the long run. Their loyal customer base, people like me, are just going to switch to another maker.
Lastly, it is astounding they don't want to you ship your monitor in the original box because they will lose it or throw it away or whatever. That is ridiculous. How easy is it to find another box (and associated packaging) that would fit perfectly? What am I missing?
Just in case anyone was wondering (Asus terms):
5. RMA methods
If RMA is necessary, you have to deliver your product to the nearest ASUS Repair Center. ASUS may, in its sole discretion, simplify the service procedure by offering you to deliver the Product to the retail shop where you bought it or through a free pick-up and delivery service.
ASUS Warranty Information Form www.asus.com
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MSI, in comparison:
1.4 Circumstances where free maintenance service is not provided
In any of the following conditions, whether the Product is within the free maintenance time-limit or not, the Company may refuse to provide the maintenance service, or may request you pay related parts and labor charges, as well the to and from shipping charges;
You are unable to present the Product's warranty card, purchase receipt or invoice for the prove of Product still within the warranty period;
The warranty card has been altered or its date is hard to recognize;
The Product is not acquired from an authorized distributor of the Company or is acquired from illicit sources;
The complete unit or parts of the Product has gone beyond the warranty period;
Any breakdown or damage caused by non-compliance of regulations stated on the user manual, or improper packaging, storage and use;
Any breakdown or damage caused by installation, repair, modification or removal (breaking mark, damage or loss of the product compliance label) performed by service centers or personnel not authorized by MSI;
Any product breakdown or damage caused by use of parts not certified by MSI's original factory;
* The serial number pasted on a complete unit or the parts is broken, defective or tally with the mainframe;
Any breakdown or damage caused by accidental factors or man-made reasons (including computer virus, moving, compression, scratch (scrape), hit, crash, high temperature, high humidity, water inflow, use of inapplicable voltage, non-factory battery and transformer, stain, corrosion, etc.);
Any breakdown or damage caused by use of pirate software;
Any scrape (scratch), liquid leak, crack, etc. on the LCD screen surface;
Any breakdown or damage caused by natural disasters and human calamities (such as earthquake, fire, riot, etc.)
In summary it sounds like Asus may arbitrarily decide to pay your shipping, while MSI would only require you to pay those charges under specific circumstances. Interesting.
EVGA (re: Motherboards) You are responsible for shipping costs to EVGA, including any duties, fees, taxes or customs
Gigabyte: During the stated warranty period, GIGABYTE / AORUS will for free, provide product repair services and if the product cannot be repaired, it will be replaced. The repairs and replacement service could still be subject to shipment fees for customers.
In summary, it appears as though MSI offers to cover your shipping under warranty. EVGA requires you pay for it (in the case of motherboards, at least). In the case of Asus and Gigabyte, it is arbitrary, and hence, you cannot know for sure either way with these two makers.