My RMA experience(sorry its long)

I wanted to relay my experiences with the RMA experience I had. I will try to provide only the facts and not interject any of my personal opinions. I will try to keep this brief as well. I bought an ASUS A8Jp from www.newegg.com on 2/12/07. It arrived 2 days later. I used it one day with the installed software with no problems. On the 2nd day I installed my favorite game UT2004. I play ONS most every night after work for about an hour. After the game install I played for only 20 minutes the computer to crashed back to desktop. After that first crash I was never able to play UT any more then 20 minutes with out a crash or error. What caused me to RMA my unit was that one night the computer while idling started beeping continuously and the screen went black. I could not get it to reboot. After that I had a lot of problem with the screen either going black or just unreadable. The computer was also very unstable. I estimate that in the 2 weeks I had it I spent 11 hours in software reinstalls and trouble shooting on my own.

I contacted newegg for and RMA on 2/25/07 and got a response on 2/27 that I needed to go directly thru Asus and there customer service number 502-995-0883. I called Asus 2/27/07 waited on hold about 20 minutes explain my problem and requested an RMA which I received a number.
I was told by the CSR I would get an email from Fed ex with the shipping info and label with in 24 hours. I did not. I let this go a until 3/3/07 where I called ASUS but there office was closed so I left a detailed message. I emailed newegg again on 3/5/07 and they responded they would handle and RMA but I should contact ASUS one more time since if I went thru them It would take them a long time. I called Asus 3/5/07 and they reported to me that they had my email wrong as well as my name and address even though I had spelled it out Alpha,Romeo ,Foxtrot letter by letter. I received an Email from fed ex 3/5/07 and sent in the laptop on 3/6/07. I didn’t hear anything even though ASUS had old me it would take 3-4 working days after they received it. According to the tracking number they had it within a day. I called ASUS again 3/20/07 10:50 am and they told me that they had emailed me the Fed ex tracking number and it shipped that day. I received the Fed ex email 3/21/07 1:36 PM. I received the computer 3/22/07. Fed ex had tried to delivery it 3/21 but I left the house for an hour and missed him.

On arrival I inspected the computer. The back cover had some marks that my wife and I had noticed before I had sent it out. It appeared to have the same back cover.The screen had a fresh piece of clear plastic taped over it like when new. It came back in the same small box I had sent it in orginally.The wires adapters where the same I had sent since I did not includes them in plastic or tie wrapped like new. I was glad it still had windows XP on it as I had ordered it. I would also like to report at this time 3/28/07 the computer is working well and I am also happy to report that that it plays UT2004 as long as I can stand it.



wp

 

I am glad you have positive experience in the end. Going through an RMA process is often a frustrating experience. My own experiences are generally very good. In my opinion, Asus RMA is one of the best in the industry.

 

They are excellent in US, but I don't think the same can be said about everywhere [In Iran the ASUS laptop support is top notch].

 

I've done a battery exchange with Asus US and had a similar experience. The first time I called, the guy I talked to didn't get the relevant info to who he was supposed to, as I found out the second time I called. However, later the day of the second call, I had an RMA number. I shipped them my bad battery, and they overnighted me a good one. Not half bad, except for the first call.

There have been forum members who've had issues with some of the European Asus locations, but I'd agree that Asus US is a good outfit.

 

sTRONGLY AGREE.

 

I also had a good experience with Asus when the dvd drive in the 4x dvd burner in my S6f started acting up. They replaced it with another 4x dvd burner and I got it back within 5 days. The new dvd burner was making a funny "rasping" sound, so I called Asus back and they had me return it and replaced the 4x dvd burner with a newer 8x model without issue and it is working great now. Good service.

Drew

 

Thanks for posting that oldblueaccord.

It's great when someone posts their positive experiences.