Asus RMA Experience

[Dcompiled]

I wanted to share with you all the pleasure I had using Asus to RMA my PG278Q monitor due to backlight bleeding. The monitor was sent in for repair and returned in worse condition. I had read horror stories about monitors being shipping in bubble wrap and asked the Asus RMA rep why they would not return the monitor back in the original box. I was assured there had been no reports of damage to monitors and that fedex would cover any damage from shipment. Here is a copy of my email to them after receiving the monitor today:

I just received the monitor back today and I am extremely disappointed in the service. Not only was the monitor packed in bubble wrap and damaged as a result, but there are missing items from the base. I have attached screenshots to show the damage. As you can see, the ribbon cable on the bottom of the monitor ripped, the base was deeply scratched because of the poorly secured wrapping and the base plate is missing from the return shipment. I cannot understand how even with the discussions we had about potential damage, my concerns we completely ignored and precisely what I hoped to avoid occurred. To quote our earlier conversation:

However, ASUS is using FedEx for sending back units that were sent by customers
for repair. You can expect that your monitor will be very well taken care of. Also, we
haven't got any reports of devices sent for repair and returned back damaged. In the
event that you received the monitor damage, you can contact us so we can file a
claim.

Let me share with you some other identical claims of how badly RMA service has been for other customers.

* http://rog.asus.com/forum/showthread.php?50168-Problem-with-my-new-ASUS-ROG-Swift-PG278Q-Blurry-text...
* https://linustechtips.com/main/topic/429887-installing-asus-rog-swift-pg278q-monitor-standbase/

You can file a claim with Fedex due to damage with shipping but it is not their fault that the monitor got damaged. Asus RMA put a bunch of heavy objects loosely in a box unsecured and this caused them to bang around and get scraped heavily as pictures indicate. It is unbelievable that the monitor was returned broken scratched and with pieces missing. It amazes me that your company returned my monitor in worse condition then it was delivered for a repair. Asus must replace the damaged monitor base due to negligence of the RMA facility.

[InfernoStorm]

Juston Gold wrote:
It is a disgrace how Asus is flat out ignoring everyone regarding the PG279Q disaster.

It's because of people like you why the reps don't want to say anything. End of story.

[Bahz]

Hi bagele,

I sent you a PM, please provide back with the information and I'll make sure to escalate this to higher management. If you can also describe if the product is damaged or if anything is missing.

Thanks,
Bahz

[Juston_Gold]

Asus is playing this STUPID game calling regular IPS glow as backlight bleeding.

ASUS, WE ARE NOT TALKING ABOUT IPS GLOW

We are talking about the REAL backlight bleeding as we posted COUNTLESS pictures already, NOT IPS glow.

[Bahz]

Juston Gold wrote:
Asus is playing this STUPID game calling regular IPS glow as backlight bleeding.

ASUS, WE ARE NOT TALKING ABOUT IPS GLOW

We are talking about the REAL backlight bleeding as we posted COUNTLESS pictures already, NOT IPS glow.

Juston,

I never mentioned about IPS glow, I'm sure that everyone here already knows the difference between IPS glow and backlight bleeding.

[bagele]

Thanks to Bahz my RMA was escalated, I go to pick up what I thought was my replacement today only to find that they shipped me a base to a monitor, not an actual full new monitor as expected. This RMA process is so bad that I regret ever buying this stupid monitor.

[jadedzero]

bagele wrote:
Thanks to Bahz my RMA was escalated, I go to pick up what I thought was my replacement today only to find that they shipped me a base to a monitor, not an actual full new monitor as expected. This RMA process is so bad that I regret ever buying this stupid monitor.

Well that's certainly one way to make sure you aren't having any backlight bleed. 🙂

All kidding aside, that's pretty terrible. I hope they make it up to you somehow. I also hope you have a back-up monitor to get you through all this time.

[Bahz]

bagele wrote:
Thanks to Bahz my RMA was escalated, I go to pick up what I thought was my replacement today only to find that they shipped me a base to a monitor, not an actual full new monitor as expected. This RMA process is so bad that I regret ever buying this stupid monitor.

I'll follow up and find out what happened, this is definitely unacceptable.