ASRock America, Inc.

Initial Business Response /* (1000, 5, 2016/02/19) */
I don't which email address end user send it to, our tech support could be reach at ***@asrockamerica.com or call us at XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2016/02/23) */
(The consumer indicated he/she DID NOT accept the
response from the business.)
I used the contact us page on the AsRock website and chose tech support in the drop down or whatever it is calledThe email should have been from ***@mail.com
Final Business Response /* (4000, 17, 2016/03/11) */
I already left the respond that customer could call us at XXX-XXX-XXXX we had live tech support that could answer his questionI also had our Tech Support Pablo call his # XXX XXX-XXXX but no answer but we did left the message hope he call backThanks
Final Consumer Response /* (2000, 19, 2016/03/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
You guys at least made the effort, but I just yesterday solved the issue on my ownIt turns out the ram itself was faultyAlso it looks as if the fx line of processors don't like having more that 4gb per a lot when running in dual channel modeI plan to get gb kits of tam at gb per a lot to solve the issueThanks anyway though!

I am rejecting this response because:Of a discrepancy between what is said over the phone in conversations with the representatives and what is being done. First, I was promised a delivery date which was not realistic based on what Asrock are saying nowI made plans according to what I was told and had to suffer the consequences once it didn't happen. Second, despite the fact Stephanie, the Costumer service director, had agreed to send me a shipping label for the original part that failed, the packaged arrived without it. Asrock may have their policies but what their acts don't match their words, this is misleading and causes great inconvenience

I am rejecting this response because:
The store I bought it from (***.ca) only offered returns for up to days
I've argued with them already (attached conversation)This product was defective from the day I purchased itI paid for a new, unused, WORKING motherboardI don't want a replacement or refurbished product.I don't appreciate having to PAY another 22$ to fix my supposedly new motherboard, or having to wait 3-WEEKS for, not even a brand new replacement, but repaired or REFURBISHED one.And I don't appreciate being bounced back and forth between the manufacturer and the retailer

Good Morning,We will take care of this customer ASAPWe have issued a new RMA with a return label for him tracking number: And we will replace his faulty board with a good working motherboard at no feeBest Regards,JC ***

This game bundle promotions only for Asia
regions(The instruction show on the package as well), I guess the end user buy
the product from Asia not U.S
",sans-serif>

Dear MR *** ***.I apology that our customer service did not give you a proper reply on your case*** already send you a return label today and you could use that to send back the MB for the replacementThanks

Initial Business Response /* (1000, 5, 2016/03/29) */
Contact Name and Title: ** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: **@asrockamerica.com
My name is JC *** Sales Director of ASRock America, I was attending the meeting so I did not come to office yesterday so I did not spoke with
Mr*** *** yesterdayI had our customer service issue the RMA # XXXXXXX and Mr*** *** could base on this RMA # send back the MB to do the replacement as warranty serviceDue to we are not the seller so as manufacture don't offer refund we only could base on our warranty policy to do replacementThanks
Initial Consumer Rebuttal /* (3000, 7, 2016/03/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with all but one person that was in the office yesterdayThe support I received was horribleGot hung up for asking the tech support agents name and to speak with a supervisor(He never gave his name) I then sat on hold for 1/hours being passed around teying to get a RMAWith that being said I am only getting this option now since I have reported thisI wish to no longer do business with this companyI simply wish to have my refunded and to end all ties with this companyI urge you to listen to the recordings and ask if my situation was handled properly

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12674240, and find that this resolution is satisfactory to me

Please see attach for customer's RMA # 1701017, on the terms and condition it list customer is responsible for wary shipping fee to return MB to ASRock, show processes replacement approximately 5-business daysOur RMA Policy is we need to receive customer's MB first before we send out the
replacementMR*** want us to do the advance replacement so we need to place a credit hold before we send out the replacementMr*** agree with this process so we do the credit card hold on 1/12/then we send out the replacement MB on 1/16/with the tracking # of ***We follow every step of our RMA Policy and we send out the replacement within 5-daysThanks

Initial Business Response /* (1000, 6, 2016/06/13) */
Our Rebate Center had contact *** *** to ask for confirmation # so we could follow up the status of his rebate checkThe person contact him is *** and if customer had any question could call *** at XXX-XXX-XXXX ext *** or ***
(***@asrockamerica.com)

Dear *** ***,ASRock RMA policy for products is under warranty customers need to pay way shipping back to ASRock and ASRock will pay way shipping back to userThanks

Dear [redacted],Thank you for purchasing ASRock MB. We receive your $10.00 MIR document and currently its under process, we should send out the rebate check within 7-10 days. For the AB350M PRO4, ASRock RMA policy is customer need to pay the shipping back to ASRock for warranty service and ASRock will pay...

the shipping back to customer. But after review your case we like to offer exceptional for you to send you the call tag to get your MB back to us for replacement. Please send me the copy of invoice from Newegg and I will had cusotmer service start the RMA process for you to receive the RMA # to send back the MB to do the replacement. Please send your copy of Newegg invoice to [redacted] also cc to [redacted] . Thanks

Dear Mr. [redacted],I apology this internal confusion cost delay of your replacement. We had find out where go wrong and our customer service [redacted] had E-Mail and need your reply so we could send out your replacement. Please give [redacted] a call at ###-###-#### she will assist you with the replacement....

Thanks

Initial Business Response /* (1000, 5, 2016/02/08) */
ASRock stop promoting Sky OC don't mean that feature is been taking away from the product itself, end user could just go on to our web site download the latest BIOS...

http://www.asrock.com/mb/Intel/Fatal1ty%20Z170%20Gaming%20K4/index.us.asp?cat=Be...⇄ then MB will performance Sky OC feature. If end user don't know how to down load the BIOS I suggest give our Tech Support a call at XXX-XXX-XXXX. Thanks
Initial Consumer Rebuttal /* (2000, 7, 2016/02/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Does not actually say feature removed from bios on my mobo model...

Dear Customer,Manufacture warranty is for repair or replacement we don't offer refund. If you want refund you should contact whoever you purchase it from. Thanks

I understand your frustration on this process but again manufacture warranty is for repair and replacement only.  [redacted] should responsible for refund specially the product purchase within 30 days. Thanks

Final Consumer Response /* (4200, 7, 2016/01/19) */
[redacted]Document Attached[redacted]
Dear Revdex.com:
Please re-open the complaint. The serial number proof, which came directly from the manufacturer, proves that this is a new issue.
See that attachment from ASROCK.
This is the information that the Revdex.com...

was asking me for. The case can be re-opened.

Please see attach picture and it clear say the select region of Asia Pacific

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12147682, and find that this resolution is satisfactory to me.

Initial Business Response /* (1000, 7, 2016/01/22) */
ASRock Customer Service Deisy and Stephaine E-Mail [redacted] twice and call but he never respond. Please ask [redacted] contact us at XXX-XXX-XXXX for warranty service. Thanks