ASUSTeK Computer Inc. Complaint - Two Defective Products: First Released With Known Issues, Manual Instructions Void Second's Warranty
On November 16th, 2008, I purchased the ASUS Rampage II Extreme motherboard for my newest computer build for $398.99. It was the newest top of the line product, and I paired it with the brand new Intel Core i7 965 Extreme Edition which cost $1,029.99. Both were just released onto the market.
I received it on November 20th and immediately went to work building the system. On the 21st I turned the computer on for the first time, it flickered and then shut off. I disconnected the power and reconnected it, then the computer began working. I assumed it was a minor glitch but then it did that every single time I powered on the computer. A couple days later it began randomly cutting off and rebooting all the time, rendering the computer unusable.
I did some research on the issue and it turns out that that the previous version of the motherboard had the same exact issue. Then I discovered that one of my cooling fans was fried because of the problem - which turned out not to be just a mere flicker, but a short circuit. The retailer refunded me for the motherboard and replaced the fan.
I rebuilt my computer with a new motherboard from a different brand only to find out that my brand new $1,029.99 processor was also damaged by the short circuiting of the defective motherboard. Now past the 30 day return policy, I sent it to Intel for replacement, and they are now backordered. Now I have to wait indefinitely.
On the same day that I found out about the backorder, January 12th, I ordered a new ASUS EEE PC 1000, a miniature portable laptop, for $400. The one that I purchased included Linux, but I knew that the computer was also designed to also work with Windows XP since they sold the same model with it, and that the packaging included a disc with drivers to allow the machine to work with XP.
The computer arrived on January 15th. Per the manual's instructions (which said that the computer supports XP) I deleted all of the existing partitions on the solid state hard drive and created a partition to install Windows. It took an unusually long time but I figured it was just because it was a slower computer.
However, I was not prepared for this: every little thing caused the computer to freeze. It took 5 minutes to take a task that said "2 seconds remaining" and 4 hours to install an update that should have only taken five to ten minutes. Sometimes it even froze on the desktop.
I knew that this was definitely indicative of a hardware issue and I decided that the computer needed to be replaced. The next morning, January 16th, I called the online retailer and I ran into my first issue - to replace it, I would have to have the original operating system on the computer that it came with. However, the instructions in the manual for installing XP told me to delete all existing partitions - INCLUDING THE RECOVERY PARTITION.
So I called ASUS on another phone for their technical support. After 10 minutes on hold waiting for an agent, then I was connected to a voicemail box that was full. I called back again and got an agent after 10 more minutes.
I explained my situation to the agent as to how I installed XP per the instructions in their manual and the system was having a hardware related issue. She told me to call Microsoft for support. I told her that that wouldn't help since it isn't a software issue, but a hardware issue. Then I am told that since I installed a new operating system other than the one included with the computer, MY WARRANTY IS NOW NULL AND VOID!!!
This is not stated anywhere in their manual nor on the warranty information on their website that installing another OS would void their warranty, and they sell the exact same model with Windows XP too! In fact it was Chapter 4 of their manual that stated that I would be able to use Windows XP with this computer, and in the box was a support disc for using the computer with Windows XP.
So now they stuck me with a defective and unusable $400 product because I deleted the recovery partition because of the instructions for installing Windows in THEIR manual, and then they tell me that by following THEIR instructions to install Windows, I have voided my warranty! And I can not restore the original operating system because THEIR manual told me to delete the recovery partition.
If it wasn't for the online retailer accepting my RMA request, I would be stuck right now.
I purchased a Lenovo Ideapad S10 with similar specs for the same price from the closing Circuit City and that works perfectly with XP.
ASUS, NEVER AGAIN!!!