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Posted by6 months ago
Archived
Update: Ripped off by Asus support
First let me start quick by saying I've been supporting Asus for more than 15 years with both personal and business related computer equipment and peripherals. Here is a short list of some of the things i've bought:
Asus ROG Strix graphics cards more than threeAsus X299-E Strix motherboardAsus PG278Q 27' G-SYNC monitorAsus gaming laptops 17' don't remember model numbersAsus transformer laptopsAsus tabletsAsus network routerMany other Asus motherboards and other components over the years both for myself and clients.
Sometime in 2014 I bought an Asus VG248QE, and I ordered the $200 US (~$260 CAD) “Do-it-yourself G-SYNC modification” from NVIDIA as well. I had no problem installing the mod, and the monitor with the mod worked great for 3 years. Then as I was cleaning it fell over and landed on something sharp and metal and got two nasty scratches in the front panel.
Here’s a picture of the damage: https://imgur.com/a/etD50o7
I knew it was no longer under warranty but I decided to send an email to Asus support with the following:
Me: “I realize I'm out of warranty
Screen got a small hole in the middle from falling screen first onto the corner of a small pile of hard drives.
I have already installed the G-sync modin mine, so I was hoping I could purchase (I don't mind paying some money if the cost is reasonable) a screen replacement and maybe LCD replacement.”
I then got this reply from Asus: “Greetings,
Thank you for contacting ASUS product support. My name is .
I tried to call you back to tell you that I have evaluated the details of your concern and understand that there is a small hole on the middle from falling screen of your VG248QE. I fully understand that you want to purchase a replacement LCD panel for your monitor for you to be able repair it and still use the full potential of it. I'm sorry that you are going through such difficulties. I appreciate you reaching out and I will guide you to a resolution.
To get to the root of the issue, may I ask for the following: Can you please provide us the image of the screen of your monitor?
Please be advised that we don't sell directly the accessories or the parts of our products we highly suggest that you should ship out your monitor to our repair facility for the LCD to be replaced as soon as possible with the proper part. Inform us if you are amenable to this process.
Please let me know if you encounter problems along the way and I will be glad to provide assistance by providing the best phone number, day, and time for us to reach you. Thank you for choosing ASUS. Your case number is: NXXXXXXXXX.
Cordially yours,
ASUS Product Supporthttp://www.asus.com/us/support/”
I then replied and attached the picture that I included with this reddit post (https://imgur.com/a/etD50o7):
Me: “Hello,
Thanks for getting back to me so quickly. I've attached an image of what the screen dmg looks like, you should be able to see the small hole in the center, it hit the corner of a sharp object when it fell face forward and landed. Now that I've looked close I also see a scratch on the screen that I could not clean off so it might be deep as well. I just wanted tomention again that I have installed the G-Sync modification from Nvidia in this monitor.
Thank you”
Then I got this reply: “Hello,
Thank you for the response. My name is from ASUS Product Support.
I understand that you're having issues on your monitor. I’m sorry to hear you are experiencing this issue, it will be my pleasure to assist you on it.I appreciate the details you have provided.As what the picture is showing about the damage on your monitor, it will fall under a CID or customer induced damaged. For this you need to shoulder the cost of repair of your monitor.The warranty of your unit ended last 05/19/2017 so it's already out of warranty. Since your unit is already out of warranty it will be the same process for CID and out of warranty unit.You can still send it for repair but you need to shoulder to cost of repair of the unit, also there will be a $35 diagnostic fee.I can only provided to you the estimated cost of repair which is $195.99, the repair center will be the one to provide to you the exact cost once they already diagnosed it.The $35 diagnostic fee will be deducted to the cost of repair.Let us know what are your thought about it so we can further proceed.
In the event that you have additional concerns, please let me know and I will be happy to take care of them as well.Thank you for choosing ASUS. Your case number is: NXXXXXXXX
Regards,
ASUS Product Support”
Kaleo way down we go mp3 download. Me: “Hello, thanks for getting back to me yesterday, sorry that I didn't reply until today.
I would like to go ahead with the diagnostic, but I'm wondering if there will be an additional cost for shipping?
Thanks”
Asus replied: “Hello,
You are receiving this email to hereby acknowledge receipt of your online RMA request. This is also a confirmation that based on your date of purchase (if provided) and/or serial number your ASUS product is no longer within the standard ASUS manufacture warranty period. Please be advised that warranty terms vary depending on what type of ASUS product you have. Warranty applies only to products that are purchased new on the date of purchase from an authorized ASUS product reseller (we do not accept peer-to-peer sale invoices, such as, eBay, Amazon Market Place, etc.).
If you would like to continue with the RMA process, please continue with the provided link to pay the requiredDiagnostic Fee. Please give ASUS 1-2 business days to process your Diagnostic Fee payment, after which we will send you a confirmation email, RMA instructions, and a shipping label for your unit. Please be aware that this fee does not cover the actual repair costs.
For more information regarding the ASUS warranty, please visit oursupport pageor refer to your User Manual. This warranty confirmation is merely based off of the date of purchase; this is not a guarantee of all inclusive services as exclusions may apply.
Once again, thank you for choosing ASUS!
Best regards,
ASUS Customer Support
If you need further support.Email UsorChat with Us
Help make us better! Let us know what we can do to improve by clickinghere.”
I then paid the $60 CAD diagnostics fee and went ahead with the RMA process. I then got my shipping label, filled out the RMA form, printed and included it, and shipped off the monitor, including the special power adapter that is required after installing the G-SYNC mod. I figured they might need it for diagnostics, I actually even emailed them asking to confirm if I should include the power adapter when I sent it back, but I never got a response to that question. I again mentioned the G-SYNC mod, here it is just for reference:
Me: “Hello,
*I've starting packing up the display for RMA, but I'm unsure whether to include the power supply. It does not have a power issue,*but it has a G-Sync modification from Nvidiawhich required a different power supply to power the monitor.. I'm worried that if I send it I wont get the same one back?
Thanks,”
After it had been shipped back and after a period of time I got an email from Asus support telling me that the monitor has damage, two scratches. They attached 3 pictures which I will link as well. I know this already, that’s why I sent it in in the first place. At some point during this I also got a bill from Asus for $208.83 CAD. That’s now $268.83 CAD paid to Asus support – for reference, a brand-new monitor the same model is $329 CAD. Here’s the communication:
Asus support: “Hello,
Attached is the image of the damage to your unit that I indicated I would be emailing over separately.
If you suspect damage may have occurred to your product during shipping, you may contact your courier to initiate the claim process. Please note if there was no obvious indication of shipping damage to the original packaging, the packaging would not have been retained. If you do initiate a claim with your courier, please contact us as soon as possible so we may notify our repair facility.
You are more than welcome to visit our Asus support website:http://www.asus.com/us/supportIf you continue to experience issues in the future, please do not hesitate to contact us.
Best regards,
ASUS Service Center”
These images were attached by Asus support:https://imgur.com/a/Btp4d78
Me: “Hi,
The damage to the screen was the repair I had originally inquired about, so the damage did not occur during shipping.
I just paid the fee for the replacement screen.
Thanks,”
So eventually I get the package from Asus support, I open the box and see what appears to be a brand new box for a brand new monitor. I already knew what this meant, they had forgotten my G-SYNC mod.
I then of course contacted Asus on the phone and had to be escalated up several tiers of support. They said on the phone that they “might” be able to find my G-SYNC mod and ship it back to me at my expense. They asked me to wait to see what the repair center replied with.
I sent this email almost right away to ensure that I would get all the parts back:
Me: “Hello again,
I just got your phone message, thank you for that information.
I remembered and also wanted to mention that the G-SYNC mod has a separate power cable/adapter that's required to power the mod. I also sent that power adapter/cable with the monitor for repair in case the technician needed to test it, so I included it when I sent it back to Asus. There was a checkbox on the RMA form that asked if I included the power adapter, so I checked that box when I printed out the RMA form and included both the form and the power adapter cable in the box that I sent to Asus.
If you do manage to find the G-SYNC module - please include the power cable/adapter. The PDF that I sent before lists the power adapter as included in the mod.
The mod also had a couple of small 'Metal cover plates' for the IO on the back. These are included because the modification requires removing the HDMI port. I think the mod should still work without these, but it would be nice to have these as well.
From the PDF (absolute requirements in red color):
'CONTENTS The following equipment is included in the NVIDIA G-SYNC DIY Kit box:
1. NVIDIA G-SYNC monitor modification module.
2. AC power adapter.
3. DisplayPort cable.4. Metal cover plate (for DisplayPort connector).
5. Metal cover plate (for power adapter connector).
6. Plastic shim tool.
7. Installation guide and warranty booklet.
8. NVIDIA G-SYNC stickers.'
Thanks again,”
Since then I’ve emailed every day and gotten many different support people emailing me back. Here is one example: “Hello,
Thank you for the response. My name is. from ASUS Product Support.
Thank you for that information, let me do a follow to our repair center about this.We'll reach you as soon as possible after we already have the information.I do apologize for the inconvenience and thank you for your patience.
In the event that you have additional concerns, please let me know and I will be happy to take care of them as well.Thank you for choosing ASUS. Your case number is: NXXXXXXXX
Regards,”
So that covers almost all of it. I would like them to me back my G-SYNC mod and ALL of it's necessary components, or they could replace the VG248QE with a same size model that has G-SYNC.
Here are some additional links:
TLDR: I had a monitor with an installed a $200 USDG-SYNC module, it got two scratches. I knew it was no longer under warranty, but I wanted to get a replacement screen to repair it myself so I started an email thread with Asus support, and mentioned it many times in emails that I have the G-SYNC mod installed. They then told me to ship it in for diagnostics, told me it would be $268.83 CAD to repair it and so I paid. They sent me back just a plain vanilla monitor with no G-SYNC mod. That’s only worth $329 CAD brand new on Amazon. If I had known they were going to take my $200 USDG-SYNCmod, I would have kept my broken monitor and bought a brand new one, then transferred my G-SYNC mod over to the new monitor for a combined value of ~$529 CAD. I feel very ripped off.
Update: I sent my case numbers to Asus_USA and got a few emails telling me to wait a few days to see what their repair center says, still no resolution.
Me: ' I still have the VG248QE in the box that you sent me back. I cannot use it until you send me the G-SYNC mod because, that's not what I paid for. I paid for the repair of my monitor with my gsync module included. I need an actual timeline and promise that I will be getting my G-Sync mod back with ALL of the required components. Can you provide me a date that I will get my gsync mod back to me today please?'
Asus: 'Hello,
Thank you for contacting ASUS product support. My name is Sean M. and it will be my pleasure to assist you.
I appreciate your patience and understand that this may be a hassle. I assure you that it is important to us that your issue gets resolved and we will continue to work diligently to do so.
Thank you for providing this information. Just give them a few days to give you an update regarding with this and if you haven't received any update within the next few days, you can contact us back so we could check it with them.
Please let me know if you encounter problems along the way and I will be glad to provide assistance. Thank you for choosing ASUS.
Thank you for contacting ASUS product support. My name is Sean M. and it will be my pleasure to assist you.
I appreciate your patience and understand that this may be a hassle. I assure you that it is important to us that your issue gets resolved and we will continue to work diligently to do so.
Thank you for providing this information. Just give them a few days to give you an update regarding with this and if you haven't received any update within the next few days, you can contact us back so we could check it with them.
Please let me know if you encounter problems along the way and I will be glad to provide assistance. Thank you for choosing ASUS.
Please make note of your case number for future reference: NXXXXXXXXXXXXXX
Regards,
Sean M.
Sean M.
ASUS Product Support'
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Here is a link to my old reddit post:
I highly recommend no one buy any Asus products as they will straight up steal from you.
82% Upvoted
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