I recently bought two X-99 Deluxe ASUS motherboards. One build was successful. However the other would not post. Several calls to ASUS support resulted in erroneous suggestions, i.e. they blamed the graphics card, power supply, memory, CPU. I replaced the power supply and did the voltage tests on all channels, confirmed that the memory was OK, tried a new graphics card to no avail. ASUS sent me a replacement motherboard which cost me $32.00 to send the original back. This did not resolve the problem. The second one was also DOA
I contacted Intel who said it might be the CPU but it was not conclusive. However they promised to send me another CPU under the condition that ASUS would send me another motherboard to make sure both were not cross damaging each other. I contacted ASUS again and a supervisor agreed to send me another one. This agreement occurred November 26, 2014. ASUS promised to send me an email that day with an RMA and when the information was completed and ASUS received the email back they would send me another motherboard.
Not having received any email from ASUS, I called in on the morning of December 1, 2014. I was advised that there was no record of them having agreed to send me another motherboard, no record of the telephone discussion or individuals, John and Zak, I had talked with November 26, 2014. Instead they stated a call had been documented on November 27, (Thanksgiving Day when ASUS was closed) which made no mention of any of our agreement and that they would not send me the promised replacement motherboard as Intel had requested and was agreed to by ASUS.
Not having received the email and with the morning technician denying everything that had been agreed to, I contacted ASUS on the evening of December 1, 2014 again and was put on hold. After 15 minutes a female came online and asked me if ASUS could call me back. (I confirmed that ASUS had received the return motherboard as they requested.) I was promised a return call that same day and that they were trying to locate a motherboard in the warehouse. This is at odds with what John told me on November 26th. - his story was he walked into the repair section right next door to the support room and said they had a new one in their inventory.
I have spent countless wasted hours replacing components which were not the problem at the suggestion of ASUS and now I have a reneging of an agreement. This will cost me countless more hours in an effort to resolve.
Two years ago I had a similar problem with an ASUS Rampage IV motherboard. The memory slots were defective. To make a long story short, I ultimately had to write to the CEO in Taiwan to get any customer service. Here I go again.
In conclusion, I can't afford to do business with ASUS and will purchase from another manufacturer in future. Poor quality control on the ASUS motherboards and a bureaucratic, apparently incompetent and questionable ethics customer support entity is not worth the wasted time and money.
UPDATE:
Last night I spent another 2 hours on the telephone with one of ASUS support reps. Although they noted that the previous support reps promised me a 2nd replacement motherboard because of DOA problems they changed their story and refused to do so. The bottom line is they now have officially reneged on the promise by a two support staff and a supervisor on November 26, 2014 and will NOT send me another motherboard as promised.
As a matter of interest, I purchased an EVGA motherboard today and installed the same, exact components as I did on the ASUS motherboard. The difference is the EVGA powered up right out of the box but the ASUS was DOA twice.
And ASUS refuses to send me the promised replacement motherboard??? ASUS has cost me thousands in lost time and effort.
I paid good money for their product. I have wasted two months fighting them and I'm stuck with a dud motherboard. Learn from my experience and avoid ASUS.
We are now in legal territory as it is called "breach of agreement". In my State verbal agreements are binding.
Update #2
My motherboard was dead (DOA) and now ASUS technical support have asked me to not contact them again. I now have involved an attorney. He is in turn is filing complaints to Attorney Generals in Nevada and California for an investigation into ASUS business practices i.e. refusal to honor their warranty.
