Reason why ASUS gets a "Bad" RMA Rep.

[Squall_Rinoa89]

http://hardforum.com/showthread.php?t=1856596

What a joke that guy... ASUS are you Listening?

[coyi1895]

I don't see why Asus should repair or give him a replacement board because of water damaged. I used to repair mobile phones and if water damaged it get sent back unrepaired and pay the labour charge - it sucks but that's life.

[Nate152]

They won't replace his board in fact he was not so smart to rma it in the first place. A water leak is user error plain and simple and I'm sure they have ways to tell if it is water damaged.

All I have to say about this is " Nice Try "

[coyi1895]

Exactly. Waste of time attempting to fool because the engineers will spot the signs of water damaged. They can lie but the boards cannot lie.

[Syntraxx]

this story is really weird and looks like the guys own fault to me .. but having that said. i am not so fond about RMA my stuff with asus
they play really hard when it comes to RMA. its like ... here have our stuff but when its broken dont come to us !

[sk2play]

Got drunk in a motel one night, spilled beer on my laptop at a (who gives a sheisz moment) and fried the mb. Went home, took it apart (because I roll) and cleaned all the beer out with WATER, ya water. And then rubbing alcohol. Sent it back to MSI under warranty with no sign of it.

The end result is fascinating.

I got my Laptop back in working order. I re-examined my laptop thermal paste and notice the MSI refurb repair tech put a different thermal paste on top of my existing thermal paste. Of course I cleaned that doubled layered TP up, but who the hell is MSI hiring to repair their laptops? 13yrs olds out of elementary school? I never complained though for obvious reasons.

[sk2play]

zipped, wrong thread 😛

[C4RN1]

This was the ebay auction, there's no mention that this board had water damage in his description.

http://www.ebay.com/itm/ASUSTeK-COMPUTER-Z87-DELUXE-Intel-Motherboard-/291443650803?pt=LH_DefaultDom...

So he's a dishonest kid that apparently hasn't gotten what he deserves yet. In time he'll learn.

I for one had an absolutely horrible rma experience with Asus that Mason personally solved for me. It's sad to see that he's left Asus, and it's sad I don't hear praise of other customer loyalty associates. Though I do see the CL team helping on the forums, so I don't know what goes on behind the scenes.

If you have some time and want to read about my terrible RMA here are the links.

http://forum.notebookreview.com/threads/asus-service-is-horrible-rma-procedure-fail-and-hardware-dow...

https://rog.asus.com/forum/showthread.php?18251-Asus-Service-is-Horrible-(RMA-Procedure-fail-and-har...

From what I hear most of the techs that work on RMA's have just basic technical knowledge. I doubt the techs are paid that well, and I'm sure some of them see it as a job and not a career. Also if there is any issue with your motherboard it does not get fixed, it gets replaced. RMA is not component level, unless it's sent out to a 3rd party repair facility. Asus can not reprogram bricked bios, replace usb, mic/headphone jacks, replace dc jacks or hdmi ports or replace bga chipsets. They replace parts, they can not repair them. There might be a few exceptions to this, but more then likely they're replacing parts. This is why the "techs" can usually do their job. This is also the reason why the Asus RMA process is terrible and needs to change.

Does this keep me from buying Asus notebooks, motherboards and peripherals? No

I have probably bought about 25 broken ROG laptops, then repaired and sold them. I work with other companies to do bga component repairs if needed, and when all else fails I buy a new motherboard. I have probably repaired over 100 Asus laptops when I owned a computer repair store. I built a rep on various forums and had laptops sent to my store from all over the country.

With that said, the terrible RMA process doesn't stop me and shouldn't stop any of the other knowledgeable technology enthusiasts here. We have the ROG community to support the RMA failures and we have the customer loyalty team to help us along the way.

[bastian827]

I think the replacement of product is only possible if it is under warranty. Likewise, the technician that does the repair should be paid.

[C4RN1]

Asus still makes a fortune off old customers that don't have a warranty. It's the same as bringing your car to the dealership. They know the car better than general mechanics but you pay for it if you don't have a warranty. They can also get parts faster and sometimes they're the only ones that carry the part, but you pay a premium for it. They obviously pay the tech the hourly rate they agreed to, which is probably as low as they could get away with.

The sad part (at least when I last talked to Mason) was that the "techs" were having issues applying thermal compound and doing general maintenance on the RMA's. I would guess this is because they weren't hiring qualified techs at the time, and if RMA's are still as bad as they were this is still the issue.

When I was traveling for HP I would constantly get a rental car and a hotel room for the week. One time I was talking to the associate at Enterprise Rental Car and he said that all of the associates at least need a bachelors degree to apply for open positions. It's not that they have to be educated about the business, it's more that the education level requirement helps eliminate problems in the long run.

Most technical jobs either go on experience or certifications, it's just the way the tech world works. I just hope that Asus is hiring qualified technicians and that the rma process has improved since my experience.