Posted by1 year ago
Amazon.com: ASUS ROG Swift PG278QR 27” Gaming Monitor 1440p 1ms 165Hz DP HDMI G-SYNC Eye Care: Computers & Accessories. We are kindly asking for writing in below the serial number of your device and clicking 'Next' button. Exemplary serial numbers You can view here. Please kindly be noted that the copy of purchase proof is necessary in order to accept the warranty request.
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Wanting to share/bring awareness to my extremely frustrating experience with an Asus RMA and their customer support. Strap in.. it’s a long post (there’s a TL;DR at the bottom). So, my PG279Q monitor died after just under a year and a half of use. I called support and got an RMA setup and I shipped it the following day. Here's the timeline:
- Sunday, October 15th: RMA Created.
- Monday, October 16th: RMA Shipped.
- Friday, October 20th: RMA was signed for and received (per the FedEx tracking number).
On Monday the 23rd I checked on the RMA via the Asus Repair Status Inquiry website but it showed: RMA has been created but we have not received your product. Please contact ASUS for assistance. I figured that was normal as it may take a few days for them to process it into their system. Called support just to verify that they did receive it and the gentleman said yes, they did, and there is a delay in the system for it to show on the website.
Fast forward a week (Monday, October 30th); I checked the website again and it was still showing the monitor hadn't been received. I called support and the Asus rep couldn't find any record that it was received and she escalated the case to the repair department. She said someone would be in-touch with more information. Later that afternoon I got a call from another Asus rep, who was supposedly looking into the case. He wanted the tracking number from the package, which I supplied and explained the situation. He said he'd call me back the next day (Tuesday, October 31st) with more information.
I hadn't heard anything by Thursday, November 2nd and called support once again. Talked to an Asus rep who supposedly escalated the case even further and said someone would be in touch within 48 hours with the elusive 'more information'.
Again, no one got in touch so I called support Friday November 10th (at 10am EST) and the case was again supposedly escalated by another Asus rep who said that someone in level two support will call me back in 1-2 hours. At 4:30pm I called support again having to give the entire story again for the Nth time, support said they could see the case was escalated, but that it would, in fact, take 24-48 hours for someone to get back to me.
Monday November 13th, I received a call from a different Asus rep, saying that he looked into the case and it was escalated to corporate and someone will be in touch within, you guessed it, 24-48 hours.
Late Tuesday night (November 14th), I get the following email:
Dear [redacted], Your FedEx claim has been filed and process time can be up to 14 business days. If the claim is approved then we will send a >replacement to you, however if the claim is denied by fedex a replacement unit will not be shipped. Best Regards, [redacted]
Monday morning (November 15th) I replied to the above email asking for clarification on why a claim was filed with FedEx. I received the following reply:
Dear [redacted], Thank you for contact Asus, we filed claim because it shows the delivery address is Rowland Heights, CA, not the City of Industry, >CA US. We are filling claim and then Fedex will do research on the delivery to check if it will be found out, thanks. Regards, [redacted]
On December 4th after emailing support back for an update on the FedEx claim, they replied:
Dear [redacted], Your FedEx claim has been filed and claim was paid by fedex, we will send a replacement to you after checking your case. Before the reship process, could you please confirm your address for us? Thank you. Regards,
[redacted]
I replied back confirming my shipping address. On December 7th I received the following email from a different support rep:
Hello [redacted],
We are contacting you in regards to your RMA that is currently being serviced by our repair center. However at this time, we would like to offer a replacement to a different model as your original model is not available at this time. The replacement is a fully-tested recertified unit that meets ASUS quality standard. The manufacturer’s warranty will transfer to the replacement product from your original unit. Please keep in mind that receiving a replacement will not extend your warranty. Replacement Model Specifications:
Model: PG27AQ
Part #: 90LM01F0-B013B0
However, if part(s) become available while a replacement product is being processed, your original unit may be repaired and shipped instead of the replacement. This replacement is final, it is not a loaner and data will not be transferred to the replacement unit. If you wish to accept, please reply back to this email to accept or decline the offer. Please note that if you decline this offer and you wish for us to complete the repairs necessary on your unit, there could be longer wait times to receive the needed parts and make the necessary repairs.
Best regards,
[redacted]
I replied back saying that I do not accept the offer and would like to speak with a customer service supervisor over the phone. I gave my phone number and time zone where I reside. 4 Days later on December 11th I receive this response from a different support rep:
Hello [redacted], Thank you for responding back to the offer. I will let the team know that you declined this offer. Once we have an update you will be notified accordingly. Thanks.
Best regards,
[redacted]
I received no phone call and my request to speak to someone directly was ignored. As of today, I have been without a monitor for two months. I’ve done my due-diligence in submitting the RMA and following-up with Asus, but have been met with abysmal customer service. I understand that FedEx losing the monitor was no fault of Asus, but it was also no fault of mine. FedEx paid the claim and now I'm trying to be given a different model or told to wait an undetermined amount of time until one becomes available for Asus to refurbish for me. I can't help but feel that this is unacceptable for a product that’s branded as professional and for enthusiasts with the premium price tag to boot. Not to mention the fact on how long this has taken to resolve. It took 3 weeks for Asus to even figure out that the monitor was delivered to the wrong address and file a claim with FedEx.
![Asus motherboard rma time Asus motherboard rma time](https://multimonitorcomputer.com/i/vc/asus-gt-630-2gb-directcu-silent-inthebox-medium.jpg)
TL;DR: My Asus monitor died and I sent it in for repair. It was delivered to the wrong address by FedEx, Asus filed a claim and it was paid for by FedEx. A refurbished model of my monitor isn’t currently available to ship to me, so they tried to offer a different refurbished monitor. I declined and have to wait an undetermined amount of time until a unit becomes available for them to refurbish and ship back to me. I’ve been without a monitor for two months.
7 comments
Urlyin
I still do pencil mods
This one is a first for me and perhaps common place for others. I had a 27' ASUS VN289H where the backlight went out. I thought dam I have to purchase a new monitor but before doing so I check my warranty and I had the ASUS Rapid Replacement still good from 2016 at the time I bought it. Well it's a good thing to have an ability to RMA a product that's gone belly up but the RMA process can be a pain in the ass at times. I contacted ASUS and received my RMA number and stuffed the thing in a old AOC monitor box I still had... I know right. After a week or so I received an email stating they did not have the parts in stock to repair my monitor. However they would send me a fully tested recertified replacement unit that meets ASUS quality standards. Of course the warranty would carried over from the old one and would not extend the current one.
So yada yada and so on I open the attached document with the specs of the new monitor. WTF they're going to send me a 28' 4K / UHD 3840x2160 1ms DisplayPort HDMI Back-lit LED Monitor? I hit Google and searched the monitor and find it's a little old but still decent 4K monitor. So not to say I haven't been wanting for a 4K monitor but to receive one yesterday and actually see what I've been missing is indeed a pleasant surprise! So it looks like a RMA can be a good thing on occasions and perhaps in certain circumstances an actual upgrade... yeah I'm stoked!
So yada yada and so on I open the attached document with the specs of the new monitor. WTF they're going to send me a 28' 4K / UHD 3840x2160 1ms DisplayPort HDMI Back-lit LED Monitor? I hit Google and searched the monitor and find it's a little old but still decent 4K monitor. So not to say I haven't been wanting for a 4K monitor but to receive one yesterday and actually see what I've been missing is indeed a pleasant surprise! So it looks like a RMA can be a good thing on occasions and perhaps in certain circumstances an actual upgrade... yeah I'm stoked!