Recall details for ROG Maximus Z690 Hero. Experience highlights performance issues and service updates.
Recall details for ROG Maximus Z690 Hero. Experience highlights performance issues and service updates.
For those who have sent a return receipt for their motherboard via ASUS or another retailer, I’m curious about your experience. Here’s my situation: Both I and a friend purchased our motherboard from Newegg. When we discovered the faulty capacitor, we both filed an RMA. My friend went through ASUS directly and was asked to cover shipping costs to the RMA address—something I found quite odd for a manufacturer defect, but he proceeded. Later, my friend mentioned that ASUS reported bent pins in the CPU socket and refused to replace the board due to user-caused damage. Before going to sleep, I received an email from Newegg stating that the issue might have been due to end-user damage. Since I’m certain it wasn’t my fault, I’m wondering if others have faced the same problem. It’s hard to believe two PC builders are dealing with this alone.
UPDATE #1: Newegg now says thermal paste was present on the board and there’s a broken pin in the socket. That would be surprising, especially since I didn’t get my CPU cooler until the day after submitting the RMA.
UPDATE #2: Newegg keeps insisting I’m mistaken. The only way out is either receiving store credit or getting the board returned, which seems unlikely. At this point, I’ve decided to stop doing business with Newegg and won’t buy from them again.
I’m now faced with a choice: accept the store credit and proceed with repairs, or return the board hoping ASUS will fix it or sell it at a discount. Time to make up my mind...
Did you rely on the motherboard or did it arrive brand new? I’ve handled PC hardware before. We received a large shipment of around 1000 Asus boards, all with manufacturing issues in the socket. Every single one was defective—hard to get them replaced from Asus. Among all MB suppliers, they were the worst.
Both units were brand new and assembled from scratch. I’m sure there were no bent socket pins, as I verified that during the initial setup.
I received an amazing surprise—gn shared the morning buildzoid video, and Steve purchased it from me.
Really disappointing situation. Did you capture any images of the board and socket before sending? If yes, please forward them. Contact ASUS directly and share updates on their official and Newegg pages. Keep it clear and concise. Poor public relations are the best approach if the company behaves this way. I’ve had a similar issue with ASUS before. In short, the GPU produced artifacts in all tests and games after a couple of weeks. ASUS returned it three times, but kept denying returns and delayed rejections by 2-3 months each time. The most recent attempt ended with the crossfire bridge failing. They claimed the card was destroyed, even though shipping was involved. I never received a refund or another unit. Edit: this occurred years ago with a 5870 Matrix card.
Last update came from them on Friday. The weekend went by without any email, maybe their RMA isn’t active and they can’t help. Monday went by... possibly because MLK day was off too... What’s happening midday on Tuesday? I finally reached out to support, talked for about an hour, asked for a manager, and they agreed to issue a refund. But that wasn’t the end—next day I received an email with a tracking number saying I’ll be getting a motherboard. *sigh* At least I logged the support conversation.