Xonar HDAV RMA query

[Skinleech]

Hi Scan staff.

Approx 2 months ago I bought a Xonar HDAV from yourselves to provide full bitstreaming of HD audio formats to my Onkyo receiver. The card itself works perfectly - unless you want to run the video out on the card at a refresh rate of 24hz ;that doesn't work.

This is an issue with the card, and Asus have just announced that affected models require an RMA so that thay can firmware update the card, and return to the end user.

See here for the official forum thread:

http://vip.asus.com/forum/view.aspx?...Language=en-us

Asus state that at first port of call the RMA should be raised with the vendor the item was purchased from. Have Asus alerted you to this RMA procedure, is this something that you are supporting?

There seems to be a great deal on confusion surrounding the returns for this item, so I am interested to hear what information you have been supplied with from Asus, if any.

Thanks in advance...

[Skinleech]

Are any Scan staff able to shed some light on this please?

[wesleyaldred]

We are currently investigating the matter with Asus, they had not alerted ourselves to anything before you brought this to our attention.

They have verified ALL items have to be updated at the ASUS factory and we are seeking confirmation if they will be able to handle this direct in the UK or if they wish returns to be processed via ourselves for our customers.

Wesley

[Skinleech]

Hi Wesley.

That's the response I had expected - it seems Asus have made the RMA announcement on their forums, but have not bothered to tell any resellers the process!

If it is at all possible, can you find out how long the RMA process should take? I don't really want to be without the card for 1-2 moths for a simple firmware update.

Appreciate this is something you may not be able to answer - thanks no matter what, having your reply is great no matter.

[Skinleech]

Hi Wesley - any update on this?

Thanks.

[wesleyaldred]

Yes, they wont allow returns directly they have to be returned for update via the supply chain.

[Skinleech]

As in, I'll have to apply for an RMA through yourselves then? Thanks for investigating.

[Mark@SCAN]

Hi,

I checked this with our contact at ASUS to ask if we could assist in the update process to help speed things along for our customers but unfortunatly was told no.

Apparently some special software/hardware is required for the firmware update which it would seem ASUS are not willing to lend out to resellers

We have been advised that these are to go through the normal returns process which would mean having to RMA your card with us then we would return your card to our supplier/ASUS for them to deal with the firmware update of the card.

Not an ideal process I appreciate but it would seem our hands are tied on this one i'm afraid.

[Skinleech]

Hi Mark,

Thanks for the clarification, I appreciate all you guys investigating. It would have been nice for all concerned if Asus made the steps clear in the first place.

Cheers guys, guess I'll be in touch soon. I'm somewhat reluctant to take my HTPC apart again, but there you go.

[Ang3l_3yes]

Hi,

I am currently waiting to order a soundcard, and was considering buying the Xonar HDAV 1.3 from Scan, I read about the firmware update issue.

Can anyone at SCAN tell me if the current stock that SCAN has is already updated with this firmware update..??

In other words if I place an order for the card today, with expected delivery early next week, will the card I receive need to be returned for this Firmware update...????

I really want to place an order today for a soundcard so would be grateful for any reply..!!

TIA