My Name is Joseph and I admit I am new to writing on forums like this but I have never experienced anything like this before and i dont know where else to go to spread the word.
Don’t buy Asus products. They don’t back up their warranties. Their customer service is terrible, and they care little to nothing about the opinions of their customers.
For years I have worked on and built computers. For my personal rig exactly one year ago I had bought a M4A89TD PRO/USB3 Motherboard made by Asus. About three weeks ago I turned on my computer to realize it would not POST after days of checking all hardware I realized that a trace had failed on the back side of the motherboard. Asus has a three year warranty on their boards so I called costumer service, told them my story of the trace damage. They said its ok and they set up an RMA and I sent the board to them.
About two weeks later I get an email informing me that they discovered Trace damage and those they won’t cover the price to replace it, they also wanted 130 dollars plus shipping for their repair fees. That email started a week long struggle and the worst costumer service experience I have ever dealt with.
For starters the first level of customer service is either incapable or unwilling to listen or have a conversation. Instead they will read off a list of pre written talking points, if you deviate even a little they will get flustered and re read those talking points even if its not applicable. It was this level of customer service that claimed that trace damage is customer induced damage and that this damage occurs when installing the motherboard or parts onto the board. They would also tell me that trace damage is specifically listed under the warranty under what is not covered. I have printed out two different warranties from Service.Asus.com and support.asus.com, neither location mentions trace damage.
When I would explain that I have had the board for about a year, the damage was on the back of the board and I have not touched it for quite some time, they would again just re read the same lines to me. After dealing with two different people I asked if there was a supervisor I could speak with. They told me, Roby was busy and he would call or email me back as soon as he could. He never contacted me that day …or the next. In fact even though I called a couple times a day for the next three days and asked to speak to a supervisor I was never given a chance. I would just get transferred from person to person and they would each have their own unique story on why I couldn’t speak to a supervisor. He would be busy, not in the office, doesn’t deal with these kinds of cases, or out too lunch. On several occasions the excuses of the supervisor being busy and then not in the office that day occurred within the same phone conversation and on two different occasions.
Finally after five days of getting excuses and talking multiple times to a Mario, Renee, George, Leo, Monica, and Jared. I was finally transferred to a ‘level 3’ technician. The man I spoke with was helpful, and after telling him my story he agreed that the location of the damage it was unlikely that it was my fault and he will waive the fee but that he had to pass the news to someone first to ok it. The next day I got an email from that technician, basically again reiterating what I had been told for a week, “trace damage is physical damage caused by the user and the warranty doesn’t cover user damage”. I called the technician, he said his supervisor overruled his decision and there wasn’t anything he could do. At that point I asked if I could speak to that supervisor, to my shock I was given a chance to talk to Chenille the supervisor. She informed me that due to the location of the damage it was caused due to improper installation of the Memory sticks. When I inquired exactly how one improperly installs RAM, since ram is made to only fit in one way, she explained it’s possible if you force it. When I explained that scenario was out of question she then said damage is also caused because I removed the memory while the computer was on. I again tried to explain that I did nothing of the sort; in fact I always unplug my computers from the wall when tinkering with them she did not budge. In fact it was that excuse she decided to make her stand. In the end no matter how much I explained that I am an engineer and have done this for years, she did not budge.
In the end my motherboard which stopped working after a year of use was blamed on me for removing computer parts while the computer was on which of course even the most novice of users know not to do such a thing. I have never been so insulted by a company in my life. Asus and their warranty are worthless. If my scenario can be chalked up to customer induced damage than anything can be blamed on the customer. I had informed several people at Asus that I would file complaints at the Better Business Bureau and never buy another one of their products, but apparently Asus does not care about the opinion of their customers.
/support.asus.com/repair.aspx?no=568&SLanguage=en
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