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Old December 21, 2011, 12:40 AM
hanyoukimura hanyoukimura is offline
Join Date: Dec 2011
Posts: 5
Thumbs down ECS - Poor Customer Service

Is poor customer service common with ECS? Here's my story:

I purchased a A790GXM-A motherboard from newegg 12/18/2008. The reviews were good and it fulfilled the needs required of it. It's been fine right up until November when I the computer powered itself off randomly. Opening the case up I discovered that one of the CPU heatsink mounting bracket's tabs had broken. No idea how. plastic fatigue I guess?

So 11/29/11 I sent ECS an RMA request to get the motherboard repaired. At first things were fine. I had some trouble finding the serial code, and ended up calling tech support to find it. On 12/3 I sent ECS the required serial number.

Several says passed with no response, so I called tech support back up. This is where it gets interesting.

Near the end of our conversation he told me that it was "out of warranty" and would transfer the case to the service department. Now, ECS' warranty clearly states that motherboards have a 2 year Parts and Labor Warranty and a 3 year Parts Warranty from date of purchase.

Several more days pass and I hear nothing, so on 12/8 I contacted them to see what was up. Five days later on 12/13 I get a response back "We have consulted with the Service department regarding the matter they will get back to us and we will keep you updated. "

I haven't heard anything since.

Now, this isn't complicated. The plastic tab broke. It needs a new mounting bracket. All I needed was a new one. It's 4 screws I can replace it myself. I don't know why they've been dragging their feet. I was patient at first and up to this point I've been very polite, but after 22 days my patience has grown thin. In fact, a friend from Vancouver sent me a spare bracket via regular mail to me, on the East coast of Massachusetts in less time than it took for them just to respond to me.

So its fixed, no thanks to ECS. Great, but I won't be buying from them again. No excuse for dragging their feet like this. I've done RMAs with EVGA and not only were they very prompt in their service but their tech support was very helpful, knowledgeable, and friendly. The RMA process couldn't have been smoother.

Gigabyte too, was very prompt in getting me the RMA request approved and taken care of.
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