Guest george.kokovinis Posted December 26, 2014 Posted December 26, 2014 Hi all, I suppose that the off topic forum is the best place for such a thread. Before writing my story with Asus, I wish to tell the forum members that I am 55 years old and pretty much comfortable not only with computers but almost anything technical ( electrical or electronic ). I am also very lucky to have owned very high end staff in my life, regarding almost everything. Why all the above ??? Well, here goes. On October 27 2014, I bought thru Amazon.de an Asus X99 Rampage V extreme. Board arrived ten days later. Due to major business obligations, it was not before November 15 that I decided to start building a new rig from scratch. Fast forward and two days later the pretty complicated rig was ready to accept my 5960X. Socket cap ( cover ) off and ... More than 50 pins bent. Sealed box, everything looks and is new, socket gone. Cool... I call Amazon. " We are extremely sorry sir, but hardware damage is not covered under warranty, ESPECIALLY socket pins from a mother board ". OK. I call Asus Repair center in Greece. Bla bla bla... They send me a form to complete and send it right back. I get a phone call an hour later. " We are sorry sir. You will have to call the European service center. We DO NOT DEAL with such serious damages ". Asus Germany. European German center. New written form. Two days later I get a short e-mail message : " Please contact Asus USA ". NOT FUNNY ANYMORE :mad: I contact Asus USA. Techsupport@asus.com And here is the answer : " Dear customer, Regarding your request, unfortunately, if one or more pins of the CPU socket are bended or damaged the warranty is voided ( THE WARRANTY DOES NOT COVER MECHANICAL DAMAGE ). Unfortunately, even out of warranty, the motherboard can't be repaired even AT ANY COST." Well folks, the garbage can is not far away. 500$ in the garbage. BUT, my questions and thoughts need some sharing here. I have repaired in my life Ferraris and Lamborghinis and ultra expensive watches with huge repairing bills. But no one, nobody EVER told me starting from a simple refrigerator and going all the way thru to whatever you can imagine, that a 500$ circuitry board can't be repaired regardless of cost. Gigabyte and MSI have replaced sockets in some motherboards of close friends. What is Asus ? Yes, indeed they are a top notch manufacturer, but not to my eyes. When one of my ( sold ) EVGA GTX 780 ti classified stopped working, I had it RMA in five days, no questions asked. Now THAT IS after sales service. Not a faulty brand new board, that will end up in the garbage. P.S. All documentation is available in written form. Just in case... Quote
Crew Leeghoofd Posted December 26, 2014 Crew Posted December 26, 2014 I only though ASUS had a tech department in Tsjechia for these things... your local ASUS contact should deal with this... now you must admit that the damage you have is quite exceptional... a bent pin okay we all have experienced that but a quarter of the socket is very strange... any piccies ? Quote
Mr.Scott Posted December 26, 2014 Posted December 26, 2014 Unfortunately, there are many stories exactly like this out there. Quote
Guest george.kokovinis Posted December 26, 2014 Posted December 26, 2014 Strange or not strange, no one from Asus is willing to deal with an indeed outrageous damage for a new product. Here are pictures. And no, Greek support center and European support and American support rule out even the possibility of repair at a cost. Quote
Mr.Scott Posted December 26, 2014 Posted December 26, 2014 I see dust. Is that supposed to be a new board? Quote
Guest george.kokovinis Posted December 26, 2014 Posted December 26, 2014 I see dust. Is that supposed to be a new board? These pictures were taken 1 hour after unpacking the supposed new board. You tell me sir. Is this a new board ? Box was sealed, but... People, I do not expect anything from anyone. I have seen even worse things in my life from companies and employees looking upon you like you are an invader from Mars. But still a solution could always be found elsewhere. Here it is a dead end. Big shame ... Quote
Crew Leeghoofd Posted December 26, 2014 Crew Posted December 26, 2014 yep was gonna tell the same, this is a heavily pounded board. Could not have been an unopened box man Quote
Guest george.kokovinis Posted December 26, 2014 Posted December 26, 2014 yep was gonna tell the same, this is a heavily pounded board. Could not have been an unopened box man Your guesses are correct. Tell these things to Amazon and Asus. I can't know the history of this board and how it finally ended up in a sealed box. It was sealed alright. I removed the protective film of the box with my hands. Everything else inside, including the rog controller look new. I do not know...I really don't. And I do not care anymore. It is easy to blame someone. It is difficult to step up to the plate. I know that for sure. Quote
Christian Ney Posted December 27, 2014 Posted December 27, 2014 (edited) If the above is true, my guess is someone returned that board as "unused", the seller and/or distributor didn't check the package/board carefully enough and put it back in the main stock. Ask amazon/ASUS to check the log/history of this board SN. Edited December 27, 2014 by Christian Ney Quote
der8auer Posted December 27, 2014 Posted December 27, 2014 I would guess the same as Christian Ney. Quote
Guest george.kokovinis Posted December 27, 2014 Posted December 27, 2014 If the above is true, my guess is someone returned that board as "unused", the seller and/or distributor didn't check the package/board carefully enough and put it back in the main stock. Ask amazon/ASUS to check the log/history of this board SN. I would guess the same as Christian Ney. To you both respected gentlemen, Agreed ! But the point of the thread is somewhere else. The point is, sharing my thoughts out loud, why does the consumer ends up helpless, because someone or more, did not do their job correctly. And just to speak my mind, why is the consumer always wrong ( guilty ) and the companies ( manufacturers, distributors, resellers ) always right ( innocent ). And how can someone fight that ? Because if someone with fame ( like you two gentlemen ) call up Asus for a similar problem, you will most probably have 5 new mobos at your home the same day FOR FREE. If the US president calls Ferrari, he will have a new Ferrari for free. But what about the masses ? Us. The unknown consumer. No, we are guilty. People are right when they say, the masses are as...es.:celebration: Quote
Mr.Scott Posted December 27, 2014 Posted December 27, 2014 In general, I cannot help but agree with you. Quote
Christian Ney Posted December 27, 2014 Posted December 27, 2014 I will email ASUS, but I cannot guarantee you anything. Quote
Guest george.kokovinis Posted December 27, 2014 Posted December 27, 2014 I will email ASUS, but I cannot guarantee you anything. You are extremely kind sir. Even your intention to help, is more than enough. Proud to be part of this community. Quote
Mean Machine Posted January 5, 2015 Posted January 5, 2015 I would guess the same as Christian Ney. My guess is that it was returned by Christian Ney. Quote
Christian Ney Posted January 5, 2015 Posted January 5, 2015 Impossibruuu, I handle hardware with care. Quote
GENiEBEN Posted January 5, 2015 Posted January 5, 2015 He properly washes them first..in the bloody washing machine. Quote
Guest george.kokovinis Posted January 5, 2015 Posted January 5, 2015 My guess is that it was returned by Christian Ney. I wish your guess was right, but no. Still on the waiting list of Asus, to decide whether they will turn the eyes of God on a humble human victim or not. Christian did his best. Well... the MSI X99S Gaming 9 ACK is not that bad though.... Quote
Guest george.kokovinis Posted January 8, 2015 Posted January 8, 2015 So folks, Today, I finally understood that the only right place for this poor mobo is the garbage bin. So I thought that I ( and you ) should at least get some laugh out of this unfortunate situation. I decided to put the mobo on fire and make a nice video with the box and all the rest burning and upload it to YouTube. Anybody knows how to upload the same video here, so we can all laugh together ? Quote
GENiEBEN Posted January 8, 2015 Posted January 8, 2015 Use [youtube ]just_video_code[/youtube ] Quote
Guest george.kokovinis Posted January 12, 2015 Posted January 12, 2015 I am happy and satisfied to report that, despite the two months delay time, Asus responded positively to my protest and is sending a new motherboard free of charge. A big thank you goes out to Christian Ney. His intervention was most important. I would also like to thank here, Adeline and Mr. Papastergiou ( from Asus ), for coordinating things for the positive result. Thank you also to members for their interest in this rather ugly case. George Quote
ObscureParadox Posted January 12, 2015 Posted January 12, 2015 Glad to hear there was a happy ending from all of this. Very rarely do these things end up in favour of the buyer. Quote
TASOS Posted January 12, 2015 Posted January 12, 2015 I am happy and satisfied to report that, despite the two months delay time, Asus responded positively to my protest and is sending a new motherboard free of charge. A big thank you goes out to Christian Ney. His intervention was most important. I would also like to thank here, Adeline and Mr. Papastergiou ( from Asus ), for coordinating things for the positive result. Thank you also to members for their interest in this rather ugly case. George Happy ending after all !!! George handled this beautifully. The hwbot community did it's best. ... and ASUS will sure gain from this , at the end. Quote
Recommended Posts
Join the conversation
You can post now and register later. If you have an account, sign in now to post with your account.