• CONTEST ALERT - Experience the power of DDR5 memory with Kingston Click for details

[Complaint] Service by ASUS for Maximus V Gene

mandarpalshikar

Why So Serious ???
DIMM slots B1 & B2 stopped working on my Asus Maximus V Gene motherboard suddenly after I upgraded from Core i3-2100 CPU to Core i5-3570K on 27th July. Searched VIP and ROG forums and found that this is widespread problem all across the world. Tried many things like restting CMOS, Manually setting DRAM voltage to rated frequency, etc. Ultimately called ASUS Service in India on 25th July as many of the posts suggested that ASUS did replace the faulty motherboards. I was asked to visit local service center in my city (Pune, Maharashtra) and drop the motherboard with them which I did on 31st July. Now they are sending the mobo to their HQ service center which is another city for inspection and then they will decide on the root cause and what can be done.

My question is, aren't people from ASUS watching their own official forums and taking actions such as informing world wide service network of the well known problems ? Why am I being made to wait for week for ASUS to diagnos the problem where in its a clear case of hardware failure (which is not suctomer induced) and the problem seems to be widespread. Also I am paying the same cost for the motherboard as that in people in US or Uk or any other country and then why ASUS is lying about their warranty policy (replacement warranty) in India ? Even if ASUS India manages to repair my mobo and give it back to me how can I be assured that the it will not die again... since it was manufactured in a proper techincal facility and is getting repaired in some local service center.

I need answers and remedy to my problem. I would also like to raise questions about the training or capability of ASUS local service center staff.

I am saying this as I adore ASUS as a global leading brand in mothoerboards and purchased my Maximus V Gene mobo as it is a flagship product. If I'm getting this kind of service for top notch flagship product, I just can imagine what happend to tier 2 or teir 3 products.
 
OP
mandarpalshikar

mandarpalshikar

Why So Serious ???
ASUS Service for Maximus V Gene

DIMM Slots B1 & B2 on my mobo ASUS Maximus V Gene stopped working on 27th July.
Contacted ASUS Call center on 28th July and was asked to write a mail detailing problem to Vishakha, Sr Tech, Asus which I did on 28th itself. Did emails back and forth with Vishakha on 30th and ultimately we decied to get the mobo inspected by local Rashi peripherals service center on MG Road, Pune.
I visted Rashi Peripherals on 31st July. Enginers tested the mobo and confrimed that DIMM slots were not working. Got call from Rashi and Vishakha on 1st Aug that they need to send mobo to Mumbai Rashi HQ for inspection by expert enginneers and will get back to me on 6th Aug.

I am in no way complaining about the engineers at Rashi or Sr. Tech Vishakha at Asus. they have been always courteous and helpfull in interactions with me.

The problem my motherboard is having is widespread issue right now worldwide, which can be verifed by visiting rog.asus.com/forum or india VIP forums. But people at ASUS India service are not aware of it or I think there is no mechanism present within ASUS about how to handle these problems.

Maximus V Gene is there flagship ROG product and they are giving such service to their customers. After seeing a lot posts about their service here on thinkdigit forums, I'm really not hopefull of them giving me replacement any time soon.

If anybody has any contacts of higher echelons of Asus India, please give me the details, I would escalate the issue.

I've already ordered ASRock Extreme6 from theitdepot.com so that I can continue using my gaming rig.
 

tkin

Back to school!!
Well just give it a week, that's standard for rma time.

PS: Maximus V Gene is not flagship, that would be just maximus(ATX board), but that's not the point anyway.
 

BIKeINSTEIN

Broken In
Re: ASUS Service for Maximus V Gene

Searched VIP and ROG forums and found that this is widespread problem all across the world.
The problem my motherboard is having is widespread issue right now worldwide, which can be verifed by visiting rog.asus.com/forum or india VIP forums.
@mandarpalshikar
Sharing as many ASUS VIP, ROG forum thread links on this issue could be very helpful. Please do so ASAP. All the best.

P.S. Certain remarks/comments you have made and taking names in public, even before anything has happened, is not so cool.
 
OP
mandarpalshikar

mandarpalshikar

Why So Serious ???
I haven't said anything bad about any person. In fact I have said that people from Rashi and Vishakha from Asus have been courteous and helpful whenever I interacted with them. What my point is that Asus as a company should have certain mechanisms in place to get such widespread issues resolved quickly and should train engineers at Rashi adequetly.. I have been playing with hardware since last 13 years now and services from IT peripherals manufactures have not improved at all.
I don't see need of posting the links as you can just Google for "qcode 55 on maximus v gene" and you will get all info needed.

Moderators are welcome to ban/close my thread if they feel I have defamed any person directly.

Going by my previous experiences I am pretty much sure that Asus is not going to solve the issue quickly and they are going to deny me replacement.
 

tkin

Back to school!!
I haven't said anything bad about any person. In fact I have said that people from Rashi and Vishakha from Asus have been courteous and helpful whenever I interacted with them. What my point is that Asus as a company should have certain mechanisms in place to get such widespread issues resolved quickly and should train engineers at Rashi adequetly.. I have been playing with hardware since last 13 years now and services from IT peripherals manufactures have not improved at all.
I don't see need of posting the links as you can just Google for "qcode 55 on maximus v gene" and you will get all info needed.

Moderators are welcome to ban/close my thread if they feel I have defamed any person directly.

Going by my previous experiences I am pretty much sure that Asus is not going to solve the issue quickly and they are going to deny me replacement.
The problem is patience, apparently you have none, just give it a week, you may have been "playing" with IT for 13 years, but you must have not faced any rmas, cause a week is the least it took for me to rma any item, longest being a month or so.

When they deny you replacement(if they do) just make a post here, with pics of your mobo if possible.
 
OP
mandarpalshikar

mandarpalshikar

Why So Serious ???
Hi tkin & bikenstein.... I'm not here to fight my fellow digit forum users or to explain anything. This section was for "Service and RMA watch" so I shared my experience and expressed my feelings about it. If you think I can not criticise companies for such issue, once again request you to delete my post/thread. My humble apologies if I have hurt your feelings.
I am criticizing Asus so that they can improve... I also work in IT for last 10 years and I also receive severe criticism from my customers/clients ( to the level which I can not express here). It depends on companies how to take the criticisms ( positively or negatively). Related to RMAs/Services 10 years back as well IT peripherals companies used to take more than a month to solve the issues and they still are taking the same amount of time. The thing which has improved a lot at least is they behave very politely with customers now which is a very welcome move.
i am posting the links I was referring to below.

ASUSTeK Computer Inc.-Forum- brand new Maximus Gene V wont boot! code 55

http://vip.asus.com/forum/view.aspx?mid=20120731115657178&board_id=1&model=MAXIMUS%20V% 20GENE&page=1&isread=1&SLanguage=en-us

http://vip.asus.com/forum/view.aspx?mid=20120731120936084&board_id=1&model=MAXIMUS%20V% 20GENE&page=1&isread=1&SLanguage=en-us

Maximus V gene q-55 - Page 2

Gene V BSOD while I was watching a movie, now it will not post
 

BIKeINSTEIN

Broken In
^ Thank you for those links, Mandar. Keep your fingers crossed and hope for the best. :)

P.S. Did you read the long post i deleted just sometime back? :)
 
OP
mandarpalshikar

mandarpalshikar

Why So Serious ???
^ Thank you for those links, Mandar. Keep your fingers crossed and hope for the best. :)

P.S. Did you read the long post i deleted just sometime back? :)

Yes I did... :) Once again I would say I'm criticizing so that ASUS can improve.. same way as you or tkin criticized me :oops:

Will keep you posted what happens... in the meanwhile I've ordered ASRock Z77 Extreme 6 as temporary replacement till I get my MVG back. Will use ASrock one for my second build after that.
 
OP
mandarpalshikar

mandarpalshikar

Why So Serious ???
Quoting the link from ROG forums..it was a cpu issue...
isnt?

Maximus V gene q-55 - Page 2

are u absolutely sure the other stuff is ok? this error code can be pretty random at times...

Yes did a lot of things... checked CPU socket as well..and tried putting in my CPU in my friends MVG as well ( which worked perfectly). I got helped a lot by HiVizMan who is very famous guy on ROG forums for checking a lot of things. unfortunately I could not check voltages manually as I do not have skills to check with volt meters :(. Asus have said to me that they will check the voltages as well on the motherboard while inspecting it.
HiVizMan suggested to order a BIOS chip from sellers in US or Netherlands, but I did not want to go for that option as at least my mobo was in working condition barring 2 DIMM slots not working and it would have broken my warranty as well.
 

tkin

Back to school!!
Yes did a lot of things... checked CPU socket as well..and tried putting in my CPU in my friends MVG as well ( which worked perfectly). I got helped a lot by HiVizMan who is very famous guy on ROG forums for checking a lot of things. unfortunately I could not check voltages manually as I do not have skills to check with volt meters :(. Asus have said to me that they will check the voltages as well on the motherboard while inspecting it.
HiVizMan suggested to order a BIOS chip from sellers in US or Netherlands, but I did not want to go for that option as at least my mobo was in working condition barring 2 DIMM slots not working and it would have broken my warranty as well.
Just wait for the RMA to pan out. $hits happen, just wait, if asus/rashi does not fix it, we are here :wink:
 
OP
mandarpalshikar

mandarpalshikar

Why So Serious ???
Thx for good wishes..... I am really missing my Maxim us V Gene... really one of the finest mobos ASUS has produced under ROG brand.
 
OP
mandarpalshikar

mandarpalshikar

Why So Serious ???
Dropped a mail to ASUS and Rashi yesterday for any udates and hopes for me as they had promised to get back to me on Monday... no replies yes... dropped a genlte reminder today again asking for probable lead time they'll require to investigate.
 
OP
mandarpalshikar

mandarpalshikar

Why So Serious ???
Gr8 news guys.... got a mail from Rashi Pune Serivce requesting me to collect the arrived product from them. Will be going there 2moro to get it.
Thx a ton to fellow TDF members and mods/admins for support.
 
OP
mandarpalshikar

mandarpalshikar

Why So Serious ???
Got my MVG today.... Replacement... incidentally, the Serial No. of replacement is just 2 numbers before the serial number of my original MVG :)
But thats aside.... replacement MVG is working perfectly fine.. all DIMMs are working... CPU checked.. everything is fine.. running my PC on it now and writing this post from the same machine.

Once again kudos to my fellow TDF members... and ASUS as well for solving the problem fast.
 
Top Bottom