Great ASUS Customer Service

[DarkKnight75]

I had sent in my AC86U because it was acting up (5ghz speeds, shutting off after a restore/initialize) and mentioned in my RMA form that if it couldn't be repaired to send me a new, not re-certified.

Well after 8 biz days (free shipping label from ASUS and back), i just received it and it was a brand new unit manufactured in 2019.

Great Customer Service from ASUS and wouldn't hesitate dealing with them again

 

[OzarkEdge]

I had sent in my AC86U because it was acting up (5ghz speeds, shutting off after a restore/initialize) and mentioned in my RMA form that if it couldn't be repaired to send me a new, not re-certified.

Well after 8 biz days (free shipping label from ASUS and back), i just received it and it was a brand new unit manuf in 2019.

Great Customer Service from ASUS and wouldn't hesitate dealing with them again

How long did you own the router? I suspect they vary their response depending on circumstances. One factor now is that their supply line is compromised by the Covid-19 shutdown.

OE

 

[RMerlin]

The response will also vary between countries. I suspect this is generally outsourced to a local company, and the terms may vary between countries/servicing contractees.

For work, I've had to RMA a few things with Asus over the years. The experience varied, but was generally positive.

- PA248Q monitor with slight discolored area, 1 week away from end of warranty - they shipped a brand new replacement, with all the accessories
- TUF motherboard that was either DOA or died very early on (can't remember) - they also shipped a brand new replacement (with all the accessories)
- One or two dead RT-N12 - refurbished or repaired replacements received within 10-14 days on average

My favorite was that customer who bought a motherboard for a special platform AMD or Intel had at the time (can't remember the name of that platform, it was like a "special edition" which had particular memory or SMP support - again, been too long). Turns out it was the wrong board model (Asus also had a different model, main difference was whether they supported ECC or non-ECC memory if I remember correctly). Supplier didn't have the alternative in stock and didn't want to retake the board the customer had purchased (and he also already had purchased all his expensive RAM), so out of desperation we reached out to Asus's tech support. They said the only difference between both models were at the BIOS level, and to send them the motherboard we had, and that they would crossflash it for us, essentially "converting" it into the correct model. Which they did.

 

[DarkKnight75]

How long did you own the router? I suspect they vary their response depending on circumstances. One factor now is that their supply line is compromised by the Covid-19 shutdown.

OE

1 year, manufactured in 2018.

 

[OzarkEdge]

1 year, manufactured in 2018.

So, 50% of a 2-year warranty.

Mine is off for RMA at nearly 100% of a 2-year warranty. Their RMA website reports a status of done and awaiting pickup by FedEx. And there is a new and later s/n noted... is it for a refurbished unit or a new unit... we shall soon see.

OE

 

[DarkKnight75]

So, 50% of a 2-year warranty.

Mine is off for RMA at nearly 100% of a 2-year warranty. Their RMA website reports a status of done and awaiting pickup by FedEx. And there is a new and later s/n noted... is it for a refurbished unit or a new unit... we shall see

Yes...so now I have 1.3 yrs of warranty left since it was replaced. Hopefully the shipped you a new one.