Asus RMA service is terrible.

Sent my laptop in 10 days ago with a hard drive issue, got it back today.


They've been shady and have lied to me since day 1!
First they said they didn't receive the laptop until the Wednesday after i sent it even though my tracking said it was there Monday.
After that they shipped it back without ANY tracking information on Thursday, said it was over night but i didn't get it until Monday(today).

To top it all off they sent me the wrong outlet adapter for the PC, I live in the US and I got the UK version back.

AND the hard drive wasn't replaced.. they didn't even run a diagnostic on it!!
I go and try to use the laptop and it freezes on me, i booted up UBCD and ran a fitness diagnostic and it failed, same as before.

So now I'm here, 10 days later $10.78 down for the box with a broken laptop and wrong adapter and I still have to pay for my broken hard drive to be shipped to them.

A bad hard drive cannot be fixed with new software, Asus, I kind of hoped you knew that but clearly you don't.


Has anyone else had this trouble with them?(P.S. Sorry for the rant, but this is really unnerving)

 

Yes, I have had nothing but bad experiences with Asus' RMA service. Only when I went through my reseller, GentechPC, did the situation get fixed. Lots of people have had positive experiences with their RMA service. I've had 3 bad ones in a row... Sigh.

 

Xmrmex,

Which Asus model do you have?

 

I also recommend conducting the RMA with your reseller. It worked for me the one time I had to(ended up with laptop replaced).

 

Interesting, this is a rare occasion to see bad experiences with ASUS US. While the shipping date problems are understandable (overnight from Thursday might conceivably be delayed over the weekend if it gets to the local routing point late on Friday, for instance), there is no excuse for returning the laptop with the same problem that it had when it was sent.

Were you clear in your explanation about the fault?

But yeah, probably the reseller is the best way to go.

 

as a reseller i can attest to their excellent availability and knowledge of the product when calling the rma dept. their atention to detail and quality of work is like the rest.....pooor. out of the last 7 rma's i have sent to them in the past 2 weeks. only 2 units out of 7 came back in perfect working order. the rest came back fixed with new issues. although mostly minor issues they were still not ok to send back to our customers. we fixed most of the minor issues but still had to return 3 more units. these same 3 units later came back to be fixed with yet more new problems. currently in talks to replace them as part of the "lemon law". not a happy camper but i ve dealt with alot of rma dept and asus still impresses me more then the rest when dealing with a home warranty. dell business gold warranty by far is the leader but you have to pay for it.

 

I live in Toronto and my friend has already sent his laptop back three times for different reasons (including switching his motherboard once) and every time he's dropped it off he went back to pick it up the SAME DAY.