ASUS Denied RTX 2080 8GB RMA due to misaligned faceplate.

모든 토론 > Steam 포럼 > Hardware and Operating Systems > 제목 정보

devey_p 2019년 6월 13일 오후 4시 42분

So, long story short, I sent in an Asus RTX 2080 for RMA because it went bad just sitting in my case while off for 2 weeks. I just got a response from ASUS today and they quoted me $1660 for repair with no details for the reason. I called up and they said I had damaged the card. When they sent me the blurry picture, it looked like the faceplate on the ports was misalighted and a tiny bit of metal around the Display port was bent. Image here https://imgur.com/a/JIbMR6T I told them the damage was not done by me but they refused to replace the card. It sounds like they were trying to rip me off. When I asked specifically what the damage was, they said it was their poilicy not to test the card further because of the visible damage. So, even though a piece of slighlty bent metal probably isn;t causing the entire card to fail, they will use it as an excuse not to RMA the card. It's absolutley disgusting. It was an $850 xmas gift too. Does anyone have any suggestions? I have posted on their FB, Linked In page and filed a BBB Complaint.

devey_p 님이 마지막으로 수정; 2019년 6월 14일 오전 11시 40분

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Cloudy 2019년 6월 13일 오후 4시 51분

I'm not sure if you can with 3rd party cards but you could try contacting Nvidia instead? That sounds awful, I'm sorry to hear... I have never had to deal with Asus customer support but that's ridiculous. I did have a defective Asus RTX 2080 Ti but thankfully it was still within 30 days of receiving it so I was able to send it back for a refund through Newegg.

Cloudy 님이 마지막으로 수정; 2019년 6월 13일 오후 4시 51분

nathaniel b 2019년 6월 13일 오후 5시 57분

I would talk to a lawyer. See his opinion on what your next move should be.

CursedPanther 2019년 6월 13일 오후 6시 43분

Usually we only get to hear one side of the online story so I ain't here to judge.

Anyway, whenever one prepares a supposedly faulty item for RMA it's always best to take dated pictures of the item to prove that at least the visible exterior isn't physically damaged in the first place. Simply by typing a 'it isn't me' paragraph online hardly wins you any favor.

CursedPanther 님이 마지막으로 수정; 2019년 6월 13일 오후 6시 43분

𝔇ave 2019년 6월 13일 오후 7시 00분

you should always take measures to protect yourself and the component. pictures before packaging from every angle with good lighting, pictures after packaging to highlight package condition and package it really well to ensure it doesn't get damaged during shipping. for this reason i keep all original packaging until warranty expires. sounds to me like it was damaged in shipping. i don't know there is a whole lot you can do if you haven't taken the steps to prove you weren't the reason the card is physically damaged. i can understand them not wanting to test the card further if there is visible damage to the port area that may cause a short. best you can do i think is have the card returned to you and repair the physical damage yourself and restart the process of RMA

𝔇ave 님이 마지막으로 수정; 2019년 6월 13일 오후 7시 01분

devey_p 2019년 6월 14일 오전 7시 09분

Does anyone know how I can lost a picture on here? I would love to show everyone what they used as justification for not testing the card.

Cathulhu 2019년 6월 14일 오전 7시 13분

Upload it somewhere and link it.

Monk 2019년 6월 14일 오전 7시 27분

I take it you took a photo of the card beforehand? I mean, if the card wasn't damaged when you sent it, you should have a chance to argue it, but if you damaged the card then sent it off, well, it's a gpu, I understand them not covering it.

devey_p 2019년 6월 14일 오전 7시 32분

I wish I had photographed it but I trusted them. I don't see how I could have caused the problems they show in this picture, maybe the tiny bit of Metal surrounding one of the display ports but, this looks like the faceplate is misaligned but they claim I bent every port which is just insane.

Autumn_ 2019년 6월 14일 오전 7시 33분

devey_p님이 먼저 게시:
Does anyone know how I can lost a picture on here? I would love to show everyone what they used as justification for not testing the card.

Imgur
Doesn't require an account to upload pictures, and you just paste the link here.

devey_p 2019년 6월 14일 오전 11시 41분

Post has been updated with an Imgur link.

#10

Washell 2019년 6월 14일 오후 1시 28분

That is some pretty massive damage for an electronics part. That doesn't happen with a little tap, there was some real force applied to that. The whole face plate (or card depending on your perspective) has shifted by quite a bit. And probably twisted or cracked the circuitboard too.

5. Responsibility and liability
d. The customer is responsible for the packaging of the defective product that is sent in for repair to ASUS. ASUS is not responsible for the repair and the damage itself, when the product is (further) damaged on arrival by use of an inappropriate packing.

Sorry to say, you're screwed. Should've wrapped it up better.

Washell 님이 마지막으로 수정; 2019년 6월 14일 오후 1시 47분

#11

Autumn_ 2019년 6월 14일 오후 1시 39분

Washell님이 먼저 게시:
That is some pretty massive damage for an electronics part. That doesn't happen with a little tap, there was some real force applied to that. The whole face plate (or card depending on your perspective, has shifted by quite a bit. And probably twisted or cracked the circuitboard too.

5. Responsibility and liability
d. The customer is responsible for the packaging of the defective product that is sent in for repair to ASUS. ASUS is not responsible for the repair and the damage itself, when the product is (further) damaged on arrival by use of an inappropriate packing.

Sorry to say, you're screwed. Should've wrapped it up better.

Look at the left most DP output too; it's ♥♥♥♥♥♥. I wonder what did that.

#12

Talby 2019년 6월 14일 오후 1시 40분

Hopefully you claimed the value of the product when you shipped it, e.g. UPS default value is $100 but can claim up to $50k with a fee. If you did not damage, possible you can claim the value of the card to the postage insurance.

#13

Washell 2019년 6월 14일 오후 1시 49분

Autumn님이 먼저 게시:
Look at the left most DP output too; it's ♥♥♥♥♥♥. I wonder what did that.

If you look at the top right you can see the angled piece is warped too, probably the point of impact. Which means it was either right against the side of the box, or the card was able to move around inside the box.

Edit: I see now. The faceplate is screwed to the ports (and possible to the circuitboard) and took a hit, twisting all the ports. Since they're soldered to the circuitboard, there's really no point in further testing. At least some of the solder connections will have broken.

Claiming it against the shipping company is your only chance to get some money back, but I'm not sure what kind of evidence of proper packaging they require. If the gpu was bought with a credit card, maybe the purchase insurance still covers it, though that's usually only six months.

Washell 님이 마지막으로 수정; 2019년 6월 14일 오후 1시 54분

#14