Asus AU RMA Nightmare

WR19ZZ on 13/06/2024 - 17:22

Hello OzBargainers,

Ironically with all the issues drama around Asus Canada RMA process I am having problems with the Asus RMA process.

Asus ROG z13 was purchased November last year. Detailed information of the issue and steps basic steps I could take were performed and explained in inital RMA email.

April 22 it was picked up by courier. Cam back about a week later with just a factory reset and they couldn't find anything wrong. Immediately had the same issue and was instructed to send it back a second time. Throughout this ordeal they continually tried to pass the issue onto officeworks. I tried officeworks and they said there was little they could do as Asus had already started the process. This was all on the case notes with Asus.

Laptop was sent back the next day and upon re-inspecting they replicated the issue and replaced the motherboard.

After this I got it back from this repair I noticed the screen had signicant "light bleed" that was not present previous to repair. It was sent back for the third time on the 11th of June specifically for replacement/refund under ACL. I have no received an email saying they're unable to provide a replacement/refund and only officeworks cam assist with replacement/refund.

Where do I go from here? At this stage I just want a refund.

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Comments

  • Aureus on 13/06/2024 - 17:52
    +1

    You should have gone through Officeworks in the first place. ASUS support is a scam, but Officeworks will probably just give you a refund no problems.

  • xuqi on 13/06/2024 - 18:23
    +3

    "I tried officeworks and they said there was little they could do as Asus had already started the process."

    This is total BS. Officeworks as the retailer is the entity on the hook, so go back to them and insist they handle the process.. If they refuse, then make a complaint to your state consumer affairs department, and they'll make OW handle RMA.

  • CyberMurning on 13/06/2024 - 18:37

    Same wirh sony they repaired 3x (3rd one came back with a plastic snapped) and initial issue still there. Wanted to do 4th i refused and got accc involved. Got full refund after that.

    • Sinnerator on 14/06/2024 - 09:03

      please tell us how you got accc involved as they DO NOT handle individual complaints

      • WR19ZZ on 14/06/2024 - 11:34

        Sorry, i was threatening that in the emails and only now realise i should have been thretening with Australian consumer law

  • Meho2026 on 13/06/2024 - 18:39
    +1

    Go to officeworks and show them the email from Asus, that says OW to refund and they will refund.

  • akyeeeahdude on 13/06/2024 - 19:34

    Similar experience when I recently RMAed my RX 7900 XTX (which arrived faulty). Sent it back to Computer Alliance for testing and eventually they verified the faulty, RMAed it to Asus and it came back a few weeks later as no fault found. Complained to Computer Alliance as they shouldn't have sent it back to me after Acer sent it back to them, they eventually found the fault again (although another tech said they couldn't fault the card) and then they did the right thing and replaced it out of their own stock and said they'd sort it out with Acer later. Quite a long saga and meant that I was without a working card for quite some time.

  • garetz on 13/06/2024 - 22:30

    Getting an rma does not absolve the retailer of their responsibilities under the ACL. Go back to officeworks and get a refund.

  • L84skewL on 14/06/2024 - 06:51

    If you paid via credit card just file a dispute through your bank with all the documentation, email and explanation on what happened. Let them deal with it.

  • WR19ZZ on 14/06/2024 - 11:36

    Thank you everyone for your help. First time having so many issues with a warranty repair/replacement and i will go to the retailer in future.

  • notaccel on 14/06/2024 - 19:15

    Asus (or the authorised service centre you're likely dealing with) cannot issue you the refund as they're not the company you purchased the item off. You purchased it off Officeworks.

    I presume you're in contact with one of the authorised service centres (ASC) and the device is with an ASC? If you're still dealing with the service centre, ask them politely but firmly to escalate to Asus for a 'MRC approval' due to repeat failure/unfixed failure. Reference the previous RMA numbers you would've received.

  • WR19ZZ on 30/06/2024 - 13:57

    Update: Returned to officeworks in-store, explained the situation and took a little bit of twisting their arm but refunded in full.

    Was a little frustrated that on a faulty product they refused to return cash and instead returned it partially on gift card how it was paid.

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