RMA request response, I'd still like a replacement

[IanM]

Hello,

I submitted an RMA request last week regarding the Asus motherboard I received as part of this order. The reply I have had is unacceptable: your customer service staff apparently feel that it is OK to dismiss RMA requests out of hand. It is unfortunate that I need to resort to posting on a public forum to remind you that the Sale Of Goods Act requires that goods be free of minor and cosmetic imperfections.

To recap:

• the board delivered was very poorly packaged and I immediately enquired as to whether it was an open box return - Scan said it was brand new.
• on closer inspection I noted several marks and dents on the heat sinks and followed up with Asus. After a long delay (Chinese New Year) they said the situation re the packaging and dents is not normal and I should RMA the board with Scan
• I requested an RMA replacement with Scan and was told small dents on the heat sinks won't affect performance.

I suspect the board will work fine, however this is not the issue. I do not want to put up with shoddy finishing: basically the heat sinks look as though they were dropped before being put through the anodising process. The quality does matter, even more so this time as the system is intended to be run in an open case where it will be seen, and I have matching blue RAM and graphics card ordered and on the way.

I really can't understand the attitude of your customer support, it's very off putting and things like this make me very reluctant to order from you in future. I hope that you will be able to sort this out and send me a replacement mobo in the proper condition expected of a premium brand like Asus.

Thank you.

[wesleyaldred]

Thank You for your post, we did not at any point dismiss your request, we entered into feedback dialogue to which we received no further reply until your post on our forum.

I have issued the RMA now as obviously you don't wish to dicuss the matter further, please reply directly to the emails sent.

Wesley

[IanM]

Thank you very much Wesley. I have the email and will reply as directed.

Also my apologies then for the curt tone of my post as this was a misunderstanding - I think if the earlier email had included a line to the effect "please let us know if you would still like an RMA" that would've been clearer.