Dear Mr. Shin:
, . This letter is in reference to a computer build that I started in or around
April 8 th, 2022. I have taken the liberty of explaining what happened to
me on a computer build, and I hope you take the time to read and
consider the facts as presented. I can support everything I write with
emails, bills, and the others involved. This is important to any person
considering a high-end computer build; and is written in hopes that they
can make an informed decision…which is potentially influenced by
someone else that chose one route over another (ASUS vs Intel).
Background…Context
First, I’m not computer savvy, and I only knew I needed specific
components for a build; for which someone else would put together. I’m
a 100% service-connected combat veteran, who has been labeled a
partial paraplegic; so, resources were a factor in the time needed to buy
the individual components. That said, individual components were
purchased monthly; prioritizing them with other obligations. Example: I
purchased my first component April 8th, 2022 and the computer was
built in November or December, 2023.
I chose an ASUS motherboard (model and serial number identified
above) …over the Intel I9…because it allowed up to 2TB of Ram (I ended
up with 512 GB, and there is no substitute for horse-power). It should be
noted that I did not consider the cost of a threadripper CPU until after I
had already purchased the motherboard; stupid but factual. Frankly I
assumed it would be priced comparable to the Intel CPU. The computer
was actually built in November or December 2023; and the motherboard
failed in mid-December, 2023.
Service
It was determined…over time…that the motherboard was still under
warranty and ASUS received the motherboard December 21st, 2023. A
decision was made to issue me a refurbished motherboard, and it was
received back on January 2nd, 2024. The motherboard was given to the
company who built the computer and who was handling the failure.
While ASUS had my motherboard, I was told that they estimate a 7-10
day turn around for products that are defective. However, they actually
sent me an email stating that my turn around time might be extended
because of COVID; this is everyone’s go to excuse now. I complained,
and a refurbished motherboard was sent to me the next day.
It should be noted that the motherboard failed due to some kind of
defect; and not due to personal error. I was informed that ASUS made
thousands of these high-end motherboards, and while they focus on
quality, sometimes problems are discovered. I actually understood this
position; it’s the other things that happened…that I object.
Solutions and Criticisms
When someone contacts their service center, a service technician will
respond and offer to help; the problem is explained and the process
starts. However, every time you contact their service center someone
else offers to help; so, there is a need to explain to them what happened
(customers basically start over). I personally sent 7-10 emails; never the
same technician, so there is no personal follow-through. I suggest that
individual cases should be given to individual technicians, who handle
the case from start to finish; so there is responsibility given and
accountability required.
During the initial assessment of the problem, I discovered that one of
the service workers could not identify the serial number of the
motherboard. The tech was asking me for the number, but it was already
listed in the reference line of a letter that he had already received/read.
This translated in another delay in getting the motherboard replaced.
ASUS’s solution was to provide me with a refurbished (they called it
something else) motherboard; which in reality was someone else’s
broken equipment which ASUS repaired. I paid $1,000+ for a new
motherboard; not a motherboard which they repaired. Frankly those
should be sold to the public at a reduced cost; but I paid for a “new”
functional motherboard; but that’s not what I received.
There is a significant cost to have someone diagnose the problem, so
ASUS will issue a number that is used in their warranty process. In
addition, there is disassemble…shipping…reassembly…and delivery
costs. ASUS believes that those cost should be absorbed by the buyer;
even when it’s their equipment that failed, and the buyer is not
responsible for the problem.
ASUS should be setting the industry standards. If this is the industry
standards, I argue ASUS should be doing better. If ASUS cared about
those who support them, and buy their products, they would truly stand
behind their products. In my case they were hiding behind a bush…not
behind their motherboard. The cost of the motherboard easily doubled
due to this fiasco, and everyone who wants to build a high-end machine
should know what could happen.
Contact with Staff
I was contacted by someone in…or representing…their executive staff.
I was told that he would try and get some kind of support for all of my
extra expenses, but he felt that I would probably just get an extended
warranty on the new…used…motherboard. I found the staffer too be
friendly and helpful, but I expect ASUS to do much more.
I was…and am…reasonable; so, I suggested that if ASUS wanted to
avoid paying me cash for these extra expenses…they should provide
merchandise of equal value (using their costs…not retail costs).
However, it was suggested that I would be lucky to get an extended
warranty on the refurbished motherboard.
SUMMARY
In conclusion, everyone should know that I am staying with ASUS, and
will probably buy their products in the future. However, I don’t think their
solutions to this problem were reasonable or fair. I expected ASUS to
stand behind their product, and because it failed…at no fault of
mine…they would either fix mine or send me a new one…while covering
any expenses I incurred due to their faulty products. Instead…I got
someone else’s broken hardware…which they fixed.
Again, I will choose ASUS in the future, but everyone considering a
computer build should consider how I was treated; because that’s what
they can expect when their ASUS hardware fails. Buyers should not
expect ASUS to stand behind their equipment; they will attempt to
mitigate their failures by ensuring the extra expenses are absorbed by
others…regardless of their failures. I discovered that nobody wanted to
be responsible, and nobody will be held accountable; including ASUS. In
the end, the only person that will be impacted by their occasional
failures are the customers themselves.
I hereby certify that the information I have given are true to the best of
my knowledge and belief. I appreciate your time and attention.
Kindest Regards,
Aaron J. Pinson, MA
P.S.
The final bill that I received from NOS computers…which is the amount
I had to absorb was $223.36. I argue that this….along with down
time…was the amount I had to absorb because ASUS Computers had a
defective part; this was at no fault of my own. Everyone should know
that ASUS Computers is more than willig to pass this off to their
customers; arguing that this is the “industry Standard.” I suggest that
ASUS Computers should be setting the standard…not following it.
Moreover, asking ASUS computers to reimburse loyal customers for the
services needed to make things right…because of “their” defective
products is reasonable; suggesting us to pay for those costs should be
criminal…it’s almost like fraud
