No news from Asus on Mobo RMA

[ordskiweicz]

Well. Asus sent me a nice email last week starting the RMA process for my P8P67 Pro. This seemed good. They state there could be a 1-3 business day processing period before the RMA labels are emailed out. I am now on business day 4 (last Weds to Tues.). (I am only asking a regular RMA since I don't have the mobo box, just the SN sticky. I did not ask for expedited RMA. But I did not expect glacial info either.)

I have been a long time customer because their products are very good. Support, however, has been consistently poor.

Antone else waiting?

[Corrado]

I'd give them at least a full week. Sometimes things happen. 1 day over their estimate isn't something to get worked up about, in my opinion.

[yuriylsh]

Hmm, you are lucky, I haven't got any emails yet at all!

What form did you use to submit your request for RMA? I have two links: http://www.campuselites.com/asusnewsletter/surveys.php?id=6 and http://service.asus.com/notice/Default.aspx. I used the first one and as I said haven't heard back from them at all. So how did you contact them? Thanks!

[JustAnEngineer]

I got the e-mail last week. I haven't applied for the RMA yet so that it doesn't show up while I'm traveling.

[yuriylsh]

I visited the links I posted again and now it seems like the second link is the way to go.

[ordskiweicz]

I registered with Asus in reply to an email from them about the problem. I got this from a link in an email from Newegg (from whom a followup email arrived about their RMA yesterday) to register with Asus. I bought the mobo from the Egg.

The direct link I used was http://service.asus.com/notice/Status.aspx which is the follow up once registered. It shows the RMA is "in process", a calendar week later. They say it usually takes 1-3 business days.

I'm not upset, the system runs and I have another to use during the RMA. I was hoping for good info and response - which they initiated. (I was thinking April so it's good overall.)

Here's the initial email from Asus:
Your ASUS product is now recorded into the Service Registration database. Once ASUS receives the replacement parts from Intel, you will be notified at your registered email address as soon as possible to begin the replacement process for your product. Due to circumstances beyond ASUS' control, there is no set date to when those replacement parts will be received ASUS is proactively addressing this issue to provide you with highest quality customer service possible.

For more information regarding this issue, please continue to visit http://service.asus.com/notice. You can also email Intel6_Resolution@asus.com or call the customer service support line dedicated to this issue at 1-866-625-9873 (6:00AM - 9:00PM Pacific Standard Time) should you have any questions.

Thank you for your continued patience and understanding.

Sincerely,
ASUS Service Team
http://service.asus.com

[JustAnEngineer]

Here's the e-mail that I received on March 2. It had the same link as yours.

ASUS's Intel 6 Resolution Update: Product Replacement Now Available!‏
To: JustAnEngineer
From: ASUS (newsletter@asus.com)
Sent: Wed 3/02/11 3:30 PM
Intel® 6 Series Resolution for ASUS Products

Dear Valued Customer,
Thank you for choosing ASUS motherboards for your Intel® 6 build, and registering your product with us to streamline the resolution process. We are pleased to announced that the new revision of your motherboard is now available for product replacement; to begin the RMA process, please visit the link below.
http://service.asus.com/notice/Status.aspx

Sincerely,
ASUS Service Team
http://service.asus.com

[ordskiweicz]

No news today either. "In process" Not as promised....

[ordskiweicz]

Sent RMA label request 3/2, got reply from Asus. Still no word 3/14. More than that, no reply to a status check email either.

I have many Asus products, hope they can get their act together on RMAs without credit card floats. I just want a mobo that all works.

I thought their expenses were being paid by Intel?

[pot]

I had to RMA an asus board years ago and it took forever to get it back, over a month. Not sure if they've gotten better or worse over the past 3 years.

[Captain Ned]

Took about a month for my daugher's ASUS laptop as well and it only had to go to Indiana.

[potatochobit]

are you talking about a sandy bridge board?
I think it would have been easier just to have asked for a refund

[ordskiweicz]

Hmm. Asus email says RMA for P8P67 Pro in 1-3 days. 12 business days later (3/2 to 3/17) no RMA.

They did respond to an email saying they were "kind of backed up." Apparently so.

(Perhaps I will be ranked as Gerbil Complainer. So be it!)

[potatochobit]

RMAs are usually more trouble than a refund
the more you know
/rainbow

[ordskiweicz]

Yeah, too bad I threw out the box! I kept the SN sticker, but it worked just fine and I have a box of junk from prior builds. I do have antistatic slip and other Asus ATX mobo boxes. Who knew.

I am also hoping not to have to rip out any more parts than necessary. It is annoying to have to re-seat CPU and cooler, but better that it works.

[d0g_p00p]

I just hope the RMA works out correctly. I filled out the online RMA last week and today they sent me the pre-paid UPS shipping and put a $260 hold on my CC. From my understanding they are supposed to send me a new motherboard so I don't have any down time and send back the broken motherboard (this is for the P67 recall). I hope I get the replacement soon since they charged my card. I don't feel comfortable about that and def not at that price. I guess I'll find out how this will work out in the end.

[Flying Fox]

No need to spawn one thread per week on your wait. Threads merged.

/mod

[ordskiweicz]

So, now its a full 3 weeks from when they emailed me, I registered, and their email said 1-3 days for RMA labels to arrive.

They do appear to be very backed up. It's not April so I was not expecting much sooner, but this is ridiculous. Why mislead your good customers?

[Flying Fox]

This is not your personal blog where you just create post after post on the same topic. Please use the "bump" feature of the forum and/or just update us in the same thread with a new post. No need to spawn one thread a week. Threads merged again.

/mod

[ordskiweicz]

Well, at 3 1/2 weeks my ship came in. Actual FedEx RMA labels. I hope the turn around is fairly quick (less than this!)

It was tough getting my 5850 video card out of the new slot catches. Otherwise, not too tough.

I do like the product. Thanks Asus. (Terrie!)

[JustAnEngineer]

I FAXed my RMA form in on Thursday. I received a confirming e-mail on Friday and I received a FedEx return shipping label in a separate e-mail. FedEx tried to deliver the new motherboard on Monday. I can't complain about that level of service at all.