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Thread: Asus RMA- ARGH!!!!

  1. #1
    Senior Member AD-15's Avatar
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    Asus RMA- ARGH!!!!

    hello,

    Though I'd let off a little steam here.

    15 days ago a courier came to pick up my faulty Asus notebook. However, despite their statement that I should have the unit back in my hands within 7-10 days, I still don't have it. After sending many emails throughout the week, I finally get a reply.

    "Hello,



    This unit is under repair, but it’s still waiting at the moment in quality control."

    I just phoned them, and now they are telling me that the laptop has been damaged (no such damage when I handed it to the courier). The guy on the phone also told me that they view it as customer-induced damage, and it will not be covered by warranty. As a result, they want to charge me for it. He said he could not give me any details, but that I would have to wait until NEXT WEEK for a reply from the repair team.

    How crazy is this? If I'd known this would happen, I would have just bought a new optical drive (the faulty part) and fitted it myself.
    Industrial espionage is simply the sincerest form of flattery......

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    Re: Asus RMA- ARGH!!!!

    just scare them with trading standards & blame their courier

  3. #3
    I R Toff Pandi! TAKTAK's Avatar
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    Re: Asus RMA- ARGH!!!!

    It's ASUS...

    THE slowest company in the entire universe, granted, they get things done... But not exactly zippy...

    But surely they would have noticed the damage to packaging?.. Raise a claim with the shipping company
    Post Counts and Other Rewards, Rules, Folding@Home, Fans: Push vs Pull vs Push-Pull, Corsair PSU OEMs.

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  4. #4
    Senior Member AD-15's Avatar
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    Re: Asus RMA- ARGH!!!!

    hello,

    Thanks for the advice!

    I'll wait until the beginning of next week and see what they say. I'll update as soon as I hear something.

    I actually remember hesitating when it came to buying the notebook 2 years ago, worrying about the support I would get from the Asus company (I knew even at the time it was meant to be rubbish). Last time I ever buy from a product from a company without knowing I will get decent customer support.
    Industrial espionage is simply the sincerest form of flattery......

  5. #5
    Senior Member AD-15's Avatar
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      • i7 920 @4.45GHz!!!! (No HT)
      • Memory:
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    Re: Asus RMA- ARGH!!!!

    hello,

    It turns out the "damage" is actually a fault with the DVD drive. The reason I sent the laptop to Asus in the first place.

    They're now telling me the warranty ended 2 months ago (it only ended 3 weeks ago, well after it was picked up and booked in for repair), and that the repair is therefore not covered by warranty.

    They sent me a quotation, saying the repair would cost over £120. Nearly £55 for the new drive, over £30 for the labour, £20 for the delivery, and over £15 in VAT.

    This is insane!!!

    I've gotten back to them with a copy of my SCAN invoice, and I just got the following reply:

    Hello,



    According to our system the warranty ended on 2008/10/12. Could you please send me the copy of the invoice?
    Industrial espionage is simply the sincerest form of flattery......

  6. #6
    DILLIGAF GoNz0's Avatar
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    Re: Asus RMA- ARGH!!!!

    sounds like the warranty started when scan brought the unit, meaning if asus wont back down its over to scan to stump up the bill or sort the mess out

  7. #7
    Senior Member AD-15's Avatar
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    • AD-15's system
      • Motherboard:
      • Asus Rampage II Extreme
      • CPU:
      • i7 920 @4.45GHz!!!! (No HT)
      • Memory:
      • 3x2GB G.Skill Trident
      • Storage:
      • 1x 160, 1x 250 (Both 16MB cache SATA2 WD)
      • Graphics card(s):
      • EVGA 460 1GB @ 815, 1013MHz
      • PSU:
      • 850W Corsair HX Series Modular
      • Case:
      • Corsair 700D
      • Operating System:
      • Windows 7 64
      • Monitor(s):
      • 22" Dell E228WFP

    Re: Asus RMA- ARGH!!!!

    hello,

    In case anyone is interested, I did finally get the unit back after one month (Asus seemed to accept the Scan invoice as proof the warranty was good when the repair was booked in). Apart from a few dodgy keys on the keyboard, the unit seemed to be in good condition and I haven't had any problems with the optical drive.

    I did get this email in my inbox today though:

    "Dear Customer,



    According to our records you have recently had your Notebook/EeePC/PDA repaired through our Warranty Service. We are currently evaluating this service and we would appreciate a few minutes of your time to complete our satisfaction survey."


    Hmmm.....
    Industrial espionage is simply the sincerest form of flattery......

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