Tech Support Query

[anishd1010]

Hi Scan

On Sunday I sent a Technical Support Query (OLQ1079286) in regards to my motherboard, it has been two working days and haven't had a reply.

I just like to know the lead time in responding to the ticket.

Thanks

[anishd1010]

Thanks Scan, I got my RMA yesterday.

[anishd1010]

I cannot believe that this is still carrying on!!!

8 days (09/10/2012) to complete the RMA which in my opinion is pretty good.

One month on and I don't have my replacement motherboard:
16/10/2012
After sending a chaser e-mail the day before I get an e-mail saying you are looking into it.

23/10/2012
I received an e-mail saying they don't stock the motherboard and suggested ASUS P8Z68-V Z68 which I rejected and forwarded my suggestion, Asus P8Z77-V PRO.

29/10/2012
After sending another chaser e-mail the day before I get an e-mail with another suggestion, ASUS P8Z68-V PRO GEN3 which I rejected again and forwarded my suggestion, Asus P8Z77-V PRO.

30/10/2012
I received an e-mail saying ASUS P8Z68-V PRO GEN3 is the Warranty Replacement from Asus. Fair enough I accepted it.

07/11/2012
After sending another chaser e-mail the day before I get an e-mail with some good news, 'Please accept my apology, The replacement motherboard will be shipped today for delivery tomorrow.'. However there is no tracking ID and on your website the Tracking section was not updated.

08/11/2012
No delivery

09/11/2012
No delivery

I send another chaser e-mail and I get a quick response, 'Please accept this email as confirmation that we are currently looking into this query.'


I am annoyed and disappointed by the length of time it is taking you to reply to an e-mail, not keeping up to your promises; 'Please be assured that your order will then be dispatched with the utmost urgency.' and overall the time it is taking to provide a replacement motherboard.

What is happening Scan?

[anishd1010]

After sending another chaser e-mail this morning I got a quick response saying the motherboard got shipped yesterday and I will get it today between 11:05 and 12:05 which I did at 11:05 on the dot

I was happy to open the parcel and saw it was the correct one, ASUS P8Z68-V PRO GEN3, opened the box......hold on.

The anti-static bag for the motherboard is open and the cellotape has been folded....that cannot be good.

Lets take a look underneath the motherboard:
- Manual > check
- Support DVD > check
- SATA cables > check
- SLi bridge > check but looks damaged
- I/O back panel > check
- 2-in-1 ASUS Q-Connector kit > missing!!!
- Asus USB 3.0 Bracket > missing!!!

This is not looking very good Scan!!!

I am extremely angry, it's causing a lot of inconvenience and probably have to fork out another £25 to send it back to you.

[Mark@SCAN]

Hi,

I can see we replied to your e-mail sent shortly after the board was delivered this morning.

Please reply directly to this e-mail so that we can take the necessary action.

Regards