ASUS Motherboards/Customer Service

On October 24, 2006 I telephoned Asus computers about a P4S800D-E motherboard that had caught fire. It was 2 years old, warranty runs for 3 years. I was given an RMA and the board was shipped out to Asus returns. Within a week, I was notified that the motherboard was 'out of stock' and an upgraded board (P4P800-E) would be sent upon my approval (Teresa). After checking the specs, an email was sent with my approval. I also telephoned later to try to speed up the process ("ten days") as my dental office needed the replacement.

I received a replacement board on Friday November 10th. Upon opening the package, I realized that I did not get the upgraded motherboard that was promised nor even the original model. Instead I received a board with fewer features (fewer SATA ports, no 1394 ports) than the original board that was returned under warranty. Essentially, I received a cheap, bare-bones, stripped-down motherboard. I immediately contacted Asus customer department and told the rep (Amy) of the problem. After verbally expressing her disbelief of the problem, she stated she would contact me after contacting the warehouse "to make sure the warehouse sent the wrong board"...essentially leaving me with the impression that I was trying to pull a fast one on them. I gave her my email and my cellular number as Asus customer service is in California, their warehouse is in Kentucky, and I am in Ohio...three hours time difference and it is now late Friday afternoon eastern time. Needless to say, I received no contact at all.

I contacted Asus on Monday morning and got nowhere fast as to why I was not contacted on Friday. Amy now stated that I would have to return the incorrect board before they would send out another replacement, even though it was their error in the first place. Finally I insisted on speaking to a supervisor. It took several hours before I could speak to Shanelle. I explained to her the problem and expressed the need to replace the board quickly (it stores our x-rays). At that point I was presented options to get a replacement and that she would 'waive' the fee for overnight delivery. She stated that she would try to get a board out that day and would contact me with the shipping number. Once again, no contact, no shipping number.

I contacted Asus Tuesday morning and demanded to speak to Shanelle or her supervisor. They were both 'unavailable'. I left terse messages to both and got a return call from Bonnie, Shanelle's supervisor. I explained the whole mess to her. She informed me that the upgraded replacement motherboard had been out of stock for 'several months' and the original model was now 'back in stock'. What a coincidence. She had no explanation as to why a simple warranty exchange turned into a complete mess. She couldn't explain to me why a cheap, bare-bones, stripped-down motherboard was sent. I was given a tracking number from Shanelle (via e-mail) and Bonnie (via telephone message) of the tracking number. Needless to say, even that was incorrect. It took a call to Fedex customer support to get the correct tracking number and delivery information.

I have emailed Shanelle and Bonnie with a request to have their supervisor contact me about this situation. I highly doubt they will do that. Asus Computers has a customer service department in name only. I have never seen an organization with such incompetence. Had I not been diligent, I would have fallen victim to a 'bait and switch' tactic from Asus and ended up with a motherboard that was inferior to the original. I've spent far too much time on a process that should have been simple. Had I known of the difficulties that I would experience, I would have simply just purchased another motherboard...from a different company.