Thread: Asus RMA dealings - Striker Extreme

As some people will know, I've been having drama's with Asus and getting my Striker Extreme board replaced. Monday night, it finally failed for the what I call the last time. This time it was the BIOS itself that has died. I'll find a replacement BIOS so I can physically replace it and sell the board off, but as far as I'm concerned I'm not going to purchase anything Asus again for as long as I live, or until they've changed their service.

In order to bring light on their poor service, I'm posting this log of the transaction.

Here's the email dealings in chronological order:
NOTE: I've removed attached original emails, to prevent repitition.

Quote:
Dear Valued Customer,

Case Code :WTM20071204725478212
Our system has received your mail enquiry. ASUS Technical Support Engineers will be responsible in replying your mail within 48 hours on Mon~Fri (except public holiday). If you have not heard any response from ASUS TSE, please check for mail reply status from the link below. Thanks very much.
http://vip.asus.com/eservice/techmai...71204725478212



Best Regards,
Customer Service Center of ASUSTeK
Quote:
Dear Sir/Madam,

Thank you for contacting ASUS Customer Service.

My name is Sky and it is my pleasure to help you with your problem today.

We are really sorry to say that we have just received your letter due to our mail system errors. Could you please tell us how is situation now? Have the problem been solved?

It is possible the motherboard is faulty. Please contact your retailer for a check. If it is due to motherboard faulty, the local reseller will send it to us through distributor for RMA. We will solve your problem as soon as possible. If they cannot help you to send the motherboard, please let me know, I will pass your case to our relat ive department to deal with it.

If you still have any problem or the problem still exists, please feel free to contact me. Thank you for the support!

Best regards and have a nice day!

Welcome to refer FAQ (Frequently Asked Questions) for ASUS products in ASUS website:http://support.asus.com/faq/faq.aspx?SLanguage=en-us

Yours sincerely,

Sky_liu

ASUS Customer Service Center(China)

---------- Original Message ----------
From : ***
Sent : 2007-12-4 7:25:48
To : "tsd@asus.com.tw"
Subject : <TSD> Motherboard Striker Extreme

[CASEID=WTM20071204725478212]

Apply date : 12/4/2007 7:25:47 AM
[Contact Information]
*Name : Kagetsu ***
*Email Address : ***
Phone Number : ***
City : Darwin
*Country : Australia

[Product Information]
*Product Type : Motherboard
*Product Model : Striker Extreme
*Product S/N : ***
Place of Purchase : Plus Corp Pty Ltd
*Date of Purchase : 2007/2/20

[Motherboard Specification]
*Motherboard Revision : 1.00G
*Motherboard BIOS Revision : 0703

[VGA Card Specification]
*VGA Card Vendor : XFX
*VGA Card Model : 8800GTX
*VGA Card Chipset : Unknown
*VGA Card Driver : 163.39

[CPU Specification]
*CPU Vendor : Intel
*CPU Type : LGA775
*CPU Speed : Q6600

[Memory Specification]
*Memory Vendor : Crucial
*Memory Model : DDR2
*Memory Capacity : 2GB

[HDD Specification]
HDD Vendor : Western Digital
HDD Model : Raptor
HDD Capacity : 76gb

[ Add-on Card Specificatio]
Add-on Card Vendor : Aurion
Add-on Card Type : Audio
Add-on Card Model : Mystique 7.1 Gold

*Operating System : WinXP 64bit

[Problem Description]
Motherboard has continiously had small issues. Now it won't even start up.
Back LCD reads CPU INIT. I've found many reports that this is a known issue.

I have tried clearing the CMOS both with the reset button, and manually with the jumper. I've tried
clearing it by removing the battery. I've ensured the PSU is working properly (850watt Enermax
performance series) which is is, I've tried swapping out all components. I've tried removing all
components, individually, and all together. Even with no components attached to the board (no RAM,
no CPU) the board continues to show CPU INIT error, even when attaching everything back will
return the same issue.

I've tried clearing the CMOS, and removing all power from the board, (inclu ding removal of the battery
and the problem persists.

It's very critical this problem be resolved this week. The board has now been removed and is
packaged ready to send by overnight airbag.

Kind regards, Kagetsu.
Quote:
Hi Sky Liu, I haven't heard a response back, so I assume you haven't
received my last email.
I have tried all your suggestions, but NOT the BIOS update, as stability has
not been an issue with this CPU in the past, and even now with my new Asus
P5N32E-SLI is NOT a problem. The Motherboard is still exhibiting frequent
irregular crashing/freezing, including post Bios, even with OEM memory, and
running at exact speeds.
This problem has been ongoing for far too long now, and I request it be
replaced with RMA direct.
Your prompt response is required urgently.
Kind regards, Kagetsu ***.

----- Original Message -----
From: "Sky Liu"
To:
Sent: Friday, January 18, 2008 4:00 PM
Subject: Re:Re:Re: Motherboard Striker Extreme


> Dear Sir/Madam,
>
> According to some memory manufacturers website, some memory need higher
> voltage than standard. So, please refer to the memory manual and adjust
> the memory voltage manually to have a test.
>
> If the problem still remains, please change LDT frequency to 4X, test
> again. Please refer to the manual 4-23.
>
> If the above steps can not solve your problem, you could test it with our
> latest BIOS. Please refer to the attached file.
>
> About your old motherboard, if you want to RMA it through us, please let
> me know.
>
> Yours sincerely,
>
> Sky_liu
>
> ASUS Customer Service Center(China)
>
>
>
> ---------- Original Message ----------
> From : ***
> Sent : 2008-1-14 14:25:31
> To : "tsd@asus.com.tw"
> Subject : Re:Re: Motherboard Striker Extreme
>
>
>
> [CASEID=WTM200801141425378227]
>
>
>
> I have tried twice already, and have not received any communication
> returned, so here is the third try.
> Further to the below issue, I have determined that the motherboard becomes
> erratic wish crashing
> when the chipset temperature (reads Motherboard temperature in bios)
> approaches 40*C, which is
> very much standard opperating temperatures.
> The problem is described in the mail sent on the 7th of January.
> This is the replacement motherboard, and I'm getting tired of waiting for
> a solution to this... The
> original board, has had issues since day one, and now this replacement
> board is playing up.
> I require this issue to be dealt with as a matter of extreme urgency.
> Kagetsu ***.
> Below is the issues I'm having with the new replacement board covered
> under warrenty:
>
>
> Hi,
> I'm still waiting on a reply to my last email? I've attached the original
> request for help, and my reply to
> it.
> Further to the reply below, I've think I may have found where the issue is
> in relation to the
> replacement board, and is related to the memory controller (Please note,
> the new board is running
> BIOS 1305).
> I'm running 4gigs of Crucial over all slots (4x1gb Crucial 8500-5-5-5-15
> Tracer Extreme memory). At
> those speeds, the board was having issues with what I assume are heat
> related. I've since slowed it
> down to 800 with 4-4-4-12 timings, and now finally 800-5-5-5-15 timings.
> On the final settings it's
> mostly stable, however, under certain gaming conditions, the computer will
> crash when attempting to
> load anything intensive afterwards.
> I've repeated the same tests with Corsair memory running at 800 with
> timings of 4-4-4-12 which have
> problems on this board as well as described above. On the previous board,
> these problems did not
> occur. On other motherboards with other chipsets and from other
> manufacturers this also does not
> occur.
> This problem is a serious issue if it's not running at peak performance.
>
> Kind regards, Kagetsu.
>
>
> Hi Sky Liu,
> Unfortunately my retailer had since gone out of business, but I did find a
> group that could RMA the
> motherboard at cost to myself. I've received a new motherboard which works
> fine for the most part,
> however, is incredibly unstable when put into an environment which is
> un-airconditioned. Even with
> more then acceptable air flow provided by more then enough fans. It is
> more unstable then the
> previous board, with random crashes and lockups. The computer is on 24
> hours a day, but will crash
> within an hour of the air-conditioned turning off in the room during the
> day. Ambient temperature in the
> room never exceeds 30 degrees, with the in case temperature at maximum
> 35-40 degrees.
> The computer is never put under load in the hotter conditions. I've tried
> reinstalling the OS (Windows
> Vista 64) Windows XP 32, and Linux Ubuntu, 7.10 with the same result in
> each. Crashes are
> Random, though less random since installing the new motherboard. Software
> updates and driver
> updates are ineffective.
> In short, the solution is only partially resolved, and not to my liking.
> The motherboard sent as a
> replacement was a refurbished board, which isn't a problem, but I can't be
> sure the board replacing
> my old one wasn't already plagued with other stability issues.
>
> Kind regards, Kagetsu.
> END

Quote:
Dear Sir/Madam,

According to some memory manufacturers website, some memory need higher voltage than standard. So, please refer to the memory manual and adjust the memory voltage manually to have a test.

If the problem still remains, please change LDT frequency to 4X, test again. Please refer to the manual 4-23.

If the above steps can not solve your problem, you could test it with our latest BIOS. Please refer to the attached file.

About your old motherboard, if you want to RMA it through us, please let me know.

Yours sincerely,

Sky_liu

ASUS Customer Service Center(China)

Note: I accidentally sent this to USA RMA department, but was also forwarded to the Original department.
http://vip.asus.com/eservice/techmai...80213659286619
Is the original request sent, but was closed and is no longer visible.

Quote:
Received Date: 2/8/2008 8:13:06 PM
Email Subject: RMA for Striker Extreme - References included.

Email description:
I wish to RMA this motherboard, however, haven''t been replied to in quite some time in regards to this issue.
I''m growing tired being patient, and need this problem resolved urgently.
This is a short summise of what has happened so far.

Original motherboard (Striker Extreme) 72MCAC11986O was replaced under warrenty late last year by a local RMA''er (Australia) at my own personal cost, as my original supplier went out of business.
Please refer to the below emails, including my most recently un-answered email. There have been multiple other communications sent through your automatic form that seemed to have vanished as well.
Now the replacement board, which appears to be a refurbished board, is suffering from worse issues, also described below.
The current SE Mobo SN:74MCACAR000B, however this is stuck over the top of another sticker.
Quite frankly I''m not impressed with the quality control of this particular motherboard. Stability even running with standard equipment and at standard speeds (I do not overclock) in a controlled environment, but require SLI. When I purchased this board, I was under the impression that it was the best, and to be honest, it hasn''t delivered the stability to warrent it.

Please return any RMA information I require to get this sorted out immediately. The problem has gone on far too long.
Kagetsu ***.

Quote:
Saturday, 23 February 2008 5:58 PM

Dear Sir/Madam,

Please use attached 1503 BIOS to have a final test.

Do you want to RMA Striker Extreme motherboard, or just P5N32E-SLI motherboard?

Please tell me the motherboard model and S/N before I pass your case to our local department for RMA.

Yours sincerely,

Sky_liu

ASUS Customer Service Center(China)

Quote:
Dear Sir/Madam,

In my last E-mail in 2008-3-14 20:27:16, I have wrote:

From the S/N, this motherboard should be sold in Taiwan, not Australia.

Our motherboard don't have global warranty. If you agree, I will ask our local department to help you for RMA service. If they can RMA this motherboard, you should pay for all of the repair cost(33AUD+manpower, postage and repair material cost). Could you tell me your idea?

So, if you agree, I will pass your case to our local department for RMA service as soon as possible.

Yours sincerely,

Sky_liu

ASUS Customer Service Center(China)



---------- Original Message ----------
From : ***
Sent : 2008-3-19 7:56:07
To : "tsd@asus.com.tw"
Subject : Motherboard Striker Extreme



[CASEID=WTM2008031976419929]



Apply date : 3/19/2008 7:06:41 AM
[Contact Information]
*Name : Kagetsu ***
*Email Address : ***
Phone Number : ***
City : Darwin
*Country : Australia

[Product Information]
*Product Type : Motherboard
*Product Model : Striker Extreme
*Product S/N : ***
Place of Purchase : Pluscorp.com.au
*Date of Purchase : 2007/2/20

[Motherboard Specification]
*Motherboard Revision : G00
*Motherboard BIOS Revision : 1503

[VGA Card Specification]
*VGA Card Vendor : XFX
*VGA Card Model : 8800GTX
*VGA Card Chipset : nvidia
*VGA Card Driver : latest

[CPU Specification]
*CPU Vendor : Intel
*CPU Type : Socket 775
*CPU Speed : 2.4ghz

[Memory Specification]
*Memory Vendor : Crucial
*Memory Model : DDR2
*Memory Capacity : 4gb

[HDD Specification]
HDD Vendor : Western Digital
HDD Model : Raptor
HDD Capacity : 74gb x 2 R0

[Add-on Card Specificatio]
Add-on Card Vendor :
Add-on Card Type :
Add-on Card Model :

*Operating System : Vista 64bit

[Problem Description]
Refer to Case ID.
WTM20071204725478212

My last email to Sky Liu:
Email description:
I wish to RMA this motherboard, however, haven''t been replied to in quite some time in regards to
this issue.
I''m growing tired being patient, and need this problem resolved urgently.
This is a short summise of what has happened so far.

Original motherboard (Striker Extreme) 72MCAC11986O was replaced under warrenty late last year by
a local RMA''er (Australia) at my own personal cost, as my original supplier went out of business.
Please refer to the below emails, including my most recently un-answered email. There have been
multiple other communications sent through your automatic form that seemed to have vanished as
well.
Now the replacement board, which appears to be a refurbished board, is suffering from worse issues,
also described below.
The current SE Mobo SN:74MCACAR000B, however this is stuck over the top of another sticker.
Quite frankly I''m not impressed with the quality control of this particular motherboard. Stability even
running with standard equipment and at standard speeds (I do not overclock) in a controlled
environment, but require SLI. When I purchased this board, I was under the impression that it was the
best, and to be honest, it hasn''t delivered the stability to warrent it.

Please return any RMA information I require to get this sorted out immediately. The problem has gone
on far too long.
Kagetsu ***

Further Note: Your service quality, while has been polite has been incredibly poor. I initially reported
this error in December last year, and has now been four months! This is poor business practice. At
this stage, I would request a replacement product of a more up to date nature, as the time period
passed where this product has been failing has simply been so great, that my update time has rolled
over.
As an enthusiast, I've always maintained uptodate hardware, but expect the hardware to at least
perform at standard levels in an acceptable or well setup environment.
Do not shun this request for assistance, I'm tired and sick of the lack of effort that has gone into
resolving this situation. There's a 48 hour turn around from entering an email into this systme. I expect
a replacement to be arranged within that time.

Quote:
2008-03-20 11:07:09

Dear Sir/Madam,

OK. I have pass this case to Asus local department to check it.

Yours sincerely,

Sky_liu

ASUS Customer Service Center(China)



---------- Original Message ----------
From :
Sent : 2008-3-20 6:10:33
To : "tsd@asus.com.tw"
Subject : Re:Re: Motherboard Striker Extreme [ID=RWTM2008031976419929-203]



[CASEID=WTM20080320520462898]



No, I do not agree to pay for any costs. I purchased this board in February last year, and have been
chasing up a repair or replacement for it since December. Due to the slow rate at which my querries
have been answered that year has now rolled over.
This motherboard I currently have, was a replacement motherboard for the one I purchased in
Australia. This motherboard is also faulty. I had it replaced through Achieva Technology Australia with
the RA number 40972. I won't pay any further money to have a problem resolved that should have
been resolved when it was replaced.
DO pass this onto my local department so that I can discuss this further with them, but I will not pay
any further money for repairs, on an already faulty motherboard.

I should point out that between the time of the last email and my response, I’d contacted Achieva Technology who were and still are incredibly helpful, so I hold nothing against them at all, and it's been very efficient to deal with them. The root cause of the problem is Asus here.

Note also that I've only included replies to my emails (which my original emails are still visible in their replies). I for the most part kept composed throughout the process with the angriest email being the last one to them, which is just above.

Yeah I just had a $350 ASUS board up and die 1 week after warranty ran out. As it was in some of the best conditions for the entire of its life and one of the higher end models I was very disappointed. This is the second such ASUS board that i've had drop dead, and looking at their customer service that reminds me of a time I got something replaced I had bought from EBay, i'll also be avoiding them like the plague in future.

I have had great results from Gigabyte "2 thumbs up for the gigabyte higher shelf stuff" its great.

Never had a problem in all the years ive had gigabyte.

i had 1 asus board and it had nothing but problems

i wont even recommend it, all tho i really like the laptops

I've always used Asus in the past and never had an issue personally, and the times I've dealt with Asus have always been good. Likewise with Gigabyte (Which my current board is a Gigabyte).

My last board was an A8N32-SLI-Deluxe and its about 4 years old and still sitting in my current office PC after I upgraded, no complaints at all with it.

Definitely agree on the Asus and warranty, although in my case i'm going to curse at Umart.
Having a whole bunch of problems with an Asus P5K-E and after one return i'm almost convinced the board was never looked at. Awaiting a response from them at the moment, luckily not urgent but is to replace board in filesever

I have had nothing but problems when it comes to Asus mobos, video cards are good though. I would recommend either a Gigabyte or Abit board if you want something decent.

Just to add... Until recently I'd never had major problems with Asus, but recently they've been losing it (last four or so years). If I go back further, my nForce4 board (asus as well) had a bent pin in a memory slot, otherwise the board itself worked fine.