Back when I first started in PCs (about 15 years ago now) I had always heard that Asus' products were considered to be some of the better equipment around and their support easy to deal with. Which is why I when I started looking at various components for my builds there was almost always Asus parts in there somehwere be it in the motherboard, sound card or the video card there was typically an Asus part in my builds. I would frequently recommend them to friends and forum goers when suggesting parts for their builds. I will no longer be doing that for video cards at least though due to my experience with them in dealing with my Asus EAH4870 DK TOP (short for HD4870 Dark Knight TOP edition) and getting it fixed. Full details on getting it fixed are located in the forums in this thread viewtopic.php?f=36&t=107975
. This issue is STILL ongoing at this point since the card that I received back from them yesterday that they supposedly replaced the chipset in has the same issue as I sent it off with. Namely after approximately 15 hours of use (sometimes less) it will stop sending a signal to my monitors forcing a reboot. If I look at the diagnostic LEDs when this happens DE1602 & D601 are lit indicating voltage issues. Yes I have replaced the PSU and I have also used another video card, an eVGA GTX260 SSC Core 216 to be specific, during the entire time that the 4870 was with Asus and it had zero issues. Here are my issues with Asus RMA & Support Departments:
1) If you call them during their normal business hours and they have backed up phones they will have somebody come on the line and state as much and get your phone number for a tech to call you back. This is all well and good except their technicians never
call you back. I have had this happen on three separate occasions and each time I do not get a call back. I can bring up my call history via Comcast and show that I have never received a call from you Asus.
2) Your "live" support site has been down for weeks
undergoing maintenance and as of this posting I still show that it is down. I can understand that sites have to go through maintenance. Heck these forums have had to go through maintenance during which they were down for a day or two. But weeks for a vital contact point for your customers is inexcusable.
3) I don't know what your procedures are for troubleshooting but I would seriously consider re-evaluating them and making some major modifications to them. The first time through your RMA system your technicians supposedly could not find any issues with my video card at all. As such that same video card was sent back to me. How they could have failed to recreate it when I gave very specific information as to how often it happened is beyond me. The second time through your RMA system they supposedly now found the issue and thought by replacing the chipset (which chipset they were talking about I do not know, the GPU, memory, voltage regulation or other chipsets) they would fix the issue. Well it didn't so now I have to go through the process for a third
time which is inexcusable.
Asus, you seriously need to consider looking at your video card support process and your RMA process as you have some serious issues. It was reported to me on the Anandtech forums that it took another forum goer three months before he finally had a working card. I dismissed that as a fluke since I figured that any company could have a case or two where this has happened. I'm afraid after my experience and finding more occurrences where this has happened for other customers that it may be closer to the norm than I would like to think. At this point it's going to be very close to three
months since I started this whole process on July 31st. If Asus has a representative on these forums that would like to contact me he would be more than welcome to do so through the private message section or by posting in this thread. If you wish to call me on the phone on this issue that's fine as well, simply private message me and I will provide my phone number to you once I have established that you do indeed represent Asus.
I really do hope that Asus sees this post and works on resolving these issues. Until I have proof that their RMA & Support procedures have changed for the better though I will stop recommending them for any components.