Proof of purchase - Help required PLEASE

firebird-jpx

Dear Members,

I have a major problem with my new PC motherboard, that was purchased via Amazon and a business seller, selling a NEW ASUS MAXIMUS V EXTREME motherboard for £185.00 plus postal costs of £10.00. This payment was made via my PayPal account (£108.77 of funds held, £76.23 and £10.00 from PayPal requesting from my bank account), as I considered it best as they hold a 45 day period of which I can open a dispute and get my monies back and they do all the running around if things when upside down (so-to-speak), also it was a safety issue.

The RRP is £319.00 but you can get them NEW on average of £250, see below:

http://www.ebay.co.uk/itm/2013-ASUS-Maximus-V-EXTREME-LGA-1155-Intel-Z77-HDMI-SATA-6Gb-s-USB-3-0-Extended-/171243483671?pt=UK_Computing_LaptopMotherboards_CPUs_CA&hash=item27dee83217

Following receipt in December 2013 it was installed and worked perfectly, until I had a recent birthday gift of '5.1 surround unit' and then the use of the rear 3.5mm jack sockets rather than the HDMI cable that provided both vision and sound, it was noticed that one side of the outputs (BLUE, GREEN, and PINK), see picture in link below:

http://www.asus.com/Motherboards/MAXIMUS_V_EXTREME/#gallery

The jack sockets above did not work correctly and gave a low humming sound more noticeably the GREEN jack socket.

I tried to contact the UK retailer on/via Amazon only to establish via search and a telephone call to Amazon that told me that the seller had ended his account and when I asked why they stated the seller no longer holds an account for his as his company has gone into bankruptcy, the details held on there system were of no use telephone was dead to further the Official Receivers or/if Trustee(s) in Bankruptcy were appointed both which are unknown. I have tried on the limited information both Amazon and myself held I searched the internet and could not find anything.

So I had nowhere else to go but the manufacture. So I contacted ASUS (oh, yes the product was registered on their site following receipt and working in December 2013).

The motherboard holds a five year warrantee, and despite my efforts ASUS are 'hell bent' to provide a RMA to fix this issue.

As PayPal receipts are not accepted, I could say ok I will get you my bank statements, but they will only show a charge of £86.23 to PayPal.

I am in a total loss and really need help as it was a NEW item, when it arrived all security stickers were I place and all the other you would expect from a new product.

I am in a total loss and really need help and legality quotes would also be most highly appreciated.

I thank anyone who has read this thread and advance with my gratitude to not only read but provide a sturdy reply.

Below is the e-mails from me to ASUS and ASUS to me (start at the bottom to the most recent on the top.

Kind regards, Jonathan

---

Original Message

---

To: jon-(removed for privicy)-inx@Hotmail.co.uk
From: ASUS TSD
Sent: 13 March 2014 02:55
Subject : Motherboard MAXIMUS V EXTREME
Re : <TSD> Satisfaction-GBR(EN) : Fault found with 3.5mm jack sockets at rear i/o Plate

My apology but we do not accept pay pal receipts.

We would only accept original proof of purchase receipts.

Best Regards,

ASUS

---

Original Message

---

To: ASUS TSD
From: jon-(removed for privicy)-inx@Hotmail.co.uk
Sent : 12 March 2014 11:49:06
Subject : Motherboard MAXIMUS V EXTREME
Re : <TSD> Satisfaction-GBR(EN) : Fault found with 3.5mm jack sockets at rear i/o Plate

Dear Sirs,

Please find attached the invoice/receipt in .jpg format as requested.

I await your kind further RMA return instructions.

Kind Regards,

Mr Jon-(removed for privacy)-inx

---

Original Message

---

To: jon-(removed for privicy)-inx@Hotmail.co.uk
From: ASUS TSD
Sent: 12 March 2014 07:25
Subject : Motherboard MAXIMUS V EXTREME
Re : <TSD> Satisfaction-GBR(EN) : Fault found with 3.5mm jack sockets at rear i/o Plate

Dear Valued Customer,

I was asking for the invoice/receipt with .jpg/.pdf form not what you provided!

Best Regards,

ASUS

---

Original Message

---

To: ASUS TSD
From: jon-(removed for privicy)-inx@Hotmail.co.uk
Sent : 10 March 2014 17:49:00
Subject : Motherboard MAXIMUS V EXTREME
Re : <TSD> Satisfaction-GBR(EN) : Fault found with 3.5mm jack sockets at rear i/o Plate

Dear Sirs,

Thank you for your reply and would be grateful if you will read and see the attachedments* and hopefully ASUS will provide me with fair and reasonable after sales service, in the circumstances.

Kind Regards,

Jon-(removed for privacy)-inx

* (Attchments would have been from my Paypal e-mail payment and Print Screens that would be non-editable).

---

Original Message

---

To: ASUS TSD
From: jon-(removed for privicy)-inx@Hotmail.co.uk
Sent : 10 March 2014 16:25
Subject : Motherboard MAXIMUS V EXTREME
Re : <TSD> Satisfaction-GBR(EN) : Fault found with 3.5mm jack sockets at rear i/o Plate

Dear Sirs,

As you are aware, I am unable to provide any other form of an original receipt, except the one from PayPal so I can send the ASUS Maximus V Extreme motherboard with an RMA please read the below, reading from the bottom to the top and see the attached documents*.

Best Regards,

ASUS

* (Attchments would have been from my Paypal e-mail payment and Print Screens all non-editable).

---

Original Message

---

To: ASUS TSD
From: jon-(removed for privicy)-inx@Hotmail.co.uk
Sent: 10 March 2014 16:17
From: ASUS TSD
Subject : Motherboard MAXIMUS V EXTREME
Re : <TSD> Satisfaction-GBR(EN) : Fault found with 3.5mm jack sockets at rear i/o Plate

Dear Sirs,

Please find attached TRUE Non-Editable receipts of purchase below, as requested:

1. PayPal invoice *, and
2. Two screen-prints of the purchase from my PayPal address to the seller used via Amazon *.

In addition, I have searched the internet for the seller and despite I am unable to provide the
sellers prior company and its bankruptcy trustee, I trust this link found maybe confirmation the seller’s industry:
https://www.LinkIn.(removed for privicy)/....

Sadly I do not have a screen-prints from Amazon and have tried to obtain such via Customer Service, however, should you require any further information, please ask and I will try to obtain the additional required information.


Kind Regards,

Mr Jon-(removed for privacy)-inx

* (Attchments would have been from my Microsoft Outlook Paypal e-mail payment, internet link for the seller,
and Print Screens that would be non-editable).

---

Original Message

---

To: jon-(removed for privicy)-inx@Hotmail.co.uk
From: ASUS TSD
Sent: 10 March 2014 10:57
Subject : Motherboard MAXIMUS V EXTREME
Re : <TSD> Satisfaction-GBR(EN) : Fault found with 3.5mm jack sockets at rear i/o Plate

Thank you for contacting Asus Customer Support.

Would you be so kind to forward us the Proof of Purchase from the unit (in a non-editable attachment format) via replying this email?

Please be informed that the copy of the purchase receipt has to be a VAT invoice. ASUS does not accept order confirmations or delivery confirmations as proof of purchase.

Thank you for your kind cooperation and we look forward to your reply.

Best Regards,

ASUS

---

Original Message

---

To: jon-(removed for privicy)-inx@Hotmail.co.uk
From: ASUS TSD
Sent: 10 March 2014 03:25
Subject : Motherboard MAXIMUS V EXTREME
Re : <TSD> Satisfaction-GBR(EN) : Fault found with 3.5mm jack sockets at rear i/o Plate

Amazon should be responsible for the RMA service in this situation.

Anyway, please send me the invoice/receipt with .jpg/.pdf then I could help update this to my supervisor to help you solve it.

Best Regards,

ASUS

---

Original Message

---

To: ASUS TSD
From: jon-(removed for privicy)-inx@Hotmail.co.uk
Sent : 7 March 2014 18:44:47
To : ASUS TSD
Apply date : 7 March 2014 18:44:47
Subject : Motherboard MAXIMUS V EXTREME
Re : <TSD> Satisfaction-GBR(EN) : Fault found with 3.5mm jack sockets at rear i/o Plate
Topic : 1 .Product Quality; 2. Service Quality; 3. Others

Dear Sirs,

As you will note, I purchased and ASUS MAXIMUS V EXTREME on the 22/12/2013 via Amazon Serial Number:
C6-(removed for privacy)-25.

Following receipt, I was used my HDMI for both picture and sound as you will note my birthday is on this Friday 7 March 2014, and I have purchased a surround system that has arrived. However, following installation the jack ports at the rear i/o plate (BLUE, PINK, GREEN), do not work, all I get is a low humming sound especially with the green socket, I have tried endlessly different combinations and software but they will not work. Bios is the latest version, so I know it is not a software and must be fault the motherboard.

As I am asking for the motherboard to be RAM'ed I was wondering if it is possible to upgrade the unit
for an ASUS MAXIMUS VI EXTREME?

Obviously, I appreciate that a upgrade fee may apply and ask in advance this cost, should this be an
alternative and I wish to agree to the return and swap.

Please may I ask why there is no telephone support?
I also forgot to advise you of my contact details these are as follows:
(Address, e-mail, and telephone removed for privacy)

Kind Regards,

Mr Jon-(removed for privacy)-inx

---

Original Message

---

To: ASUS TSD
From: jon-(removed for privicy)-inx@Hotmail.co.uk
Sent : 7 March 2014 16:17:23
Subject : Motherboard MAXIMUS V EXTREME
Re : <TSD> Satisfaction-GBR(EN) : Fault found with 3.5mm jack sockets at rear i/o Plate

Dear Sirs,

Thank you for the reply that advised the RMA request and the chain of command, I must follow (shown below *).

I have dedicated today, although its my birthday and should take it easy (so-to-say) to establish your policy to obtain and get a RMA request. However, after making make several enquiries today with both Amazon and the seller to whom I purchased the motherboard I have been advised that the seller''s company has gone into bankruptcy. As the Official Receivers or Trustee in Bankruptcy are unknown this proves a tricky stalemate situation.

As both Amazon and myself do not have a usable telephone or postal address I am unable to follow the chain of command to obtain a RMA that you advised me about, as follows:

Customer –> Retailer –> Distributor -> Asus

Therefore, what can I do in the above situation to get my motherboard fixed in its ASUS Warranty/Guarantee period?

Kind Regards,

Mr Jon-(removed for privacy)-inx

* Customer –> Retailer –> Distributor -> Asus

---

Original Message

---

To: jon-(removed for privicy)-inx@Hotmail.co.uk
From: ASUS TSD
Date: 7 March 2014 01:36:18
Subject : Motherboard MAXIMUS V EXTREME
Re : <TSD> Satisfaction-GBR(EN) : Fault found with 3.5mm jack sockets at rear i/o Plate

Thank you for contacting ASUS Customer Service.

My name is john and it is my pleasure to help you with your problem.

Sorry we do not support such service, if you want to get a n Maximus VI extreme you will need to purchase it signally.

Welcome to refer Troubleshooting & FAQ for ASUS products in ASUS website:

http://support.asus.com/servicehome.aspx?SLanguage=en

If you continue to experience issues in the future, please do not hesitate to contact us.

An email survey will be sent to you within the next 5 days. Please be sure to rate the service I provided to you today.

Best Regards,
ASUS

ianders

Don't you have the invoice in your amazon account?

visidigi

yup, use the amazon receipt which you'll be able to print from your order history..

firebird-jpx

Dear Members,

Sorry for the delay in coming back but I have tried what you said and they said it was not enough.

Is there any statutory law? It just makes me mad because all they seem to like to say is 'NO'.

It is not like I am like taking a standard (no name) shirt I have used for general office work and its is faulty and you know that it is sold by other general shops, who sell the same shirt and getting a refund or replacement.

ASUS's name is ALL over the motherboard, so they know unequivocally its their product, and it has not been registered by anyone else, so I'm thinking come-on you know... Why they give a six (6) year warrantee when you can not use it.

I have tried to call them, but the call centre advisors do not accept issues with motherboards, anything else is fine they make is fine.

Please, Please, Please, Please, Please, anyone HELP ME (SOS) :-(

antio

Hi,

A couple of things:

1. You're better off using HDMI if you can. The sound quality will be miles better. Also, I don't think the pink jack is for sound, it's normally the mic - but I might be wrong! Also, try plugging a set of headphones in the green jack and see if the hum is still there. There is a chance it might be your cable, especially if it's a long one.

2. The receipt from Amazon should do! That's *the* receipt! You say they didn't accept it... what did they say? What do they need instead?

unholyangel

Whoops, meant to reply to this the other day when OP first posted.

OP, have you reinstalled your drivers from the CD that came with the mobo? HDMI will work without doing this but speakers wont.

ianders

antio wrote: »

Hi,

A couple of things:

1. You're better off using HDMI if you can. The sound quality will be miles better. Also, I don't think the pink jack is for sound, it's normally the mic - but I might be wrong! Also, try plugging a set of headphones in the green jack and see if the hum is still there. There is a chance it might be your cable, especially if it's a long one.

2. The receipt from Amazon should do! That's *the* receipt! You say they didn't accept it... what did they say? What do they need instead?

Actually you could be onto something here.

Pink is microphone and shouldn't be used.

Green - Front left/right
Black - Rear left/right
Yellow - Centre/subwoofer

firebird-jpx, If you have it all hooked up correctly and it's still humming, try downloading the latest audio drivers from the Asus website.

Fosterdog

Looking at the pictures of the board it also has optical output so again that would give a much better audio quality than standard jacks.

Zandoni

Have a look at Olly_64's reply here http://www.tomshardware.co.uk/forum/259717-30-realtek-audio-problem

Colin2511

hi, I am sorry I cannot help with the technical bits. - but I am confused as I did not think that Amazon accepted paypal?


If you have paid by Amazon (ie by debit/ credit card), then I would suggest you look to charge back this payment if ASUS will not repair/ replace


I recently had to complain about an order I received from a 3rd party retailer on Amazon, where the retailer would not accept the return (but this was fulfilment so maybe a little different), so in the end Amazon took the return and refunded in full. (daft as it was only earphone that needed replacing not the whole MP3 bit)

firebird-jpx

Dear Members,

Yeah the green one is the major issue still humming nothing else with the use of ear and headphones.

ASUS are still adamant even in the circumstances of the sellers bankruptcy; Amazon's seller invoice, PayPal statements, Barclays Bank personal statement, and even a www.linkin.com profile I found of the seller.

ASUS will not honour their guarantee, I have never had this sort of non-acceptance in my life.