ASRock America, Inc.

Initial Business Response /* (1000, 9, 2016/08/08) */
Dear [redacted],
Thank you for letting us know about your recent experience with ASRock. I apologize if our service did not meet your expectations. However, I pull out your case and the conversation with customer service. We know that...

you are asking for refund for your 2.5 years motherboard (purchase from Micro Center on 2/28/2014) or request replace the board for free. If your motherboard without any physical damage, we are glad to send a replacement board to you. However, the board you sent back to us there are some marked scratches, broken ports and missing clips which are belong to Physical Damage. During the conversation with our technician, he explained to you the marked scratches is the main reason to cause no sound and you are admit that you have damage it.
Based on our company policy that customer responsible for the physical damage if customer need to get a replacement then we will charge the replacement fee. Please understand all the replacement board we shipped are fully test by our technical support with detail report. If you experience several times of sound defective problem, we are highly suggested you to considering other component issue.
In your case, we are happy to assist you to get a replacement if you are willing to responsible for the physical damage. Thank you for your understanding, if I can be of any assistance in any way, please do not hesitate to contact me.
Sincerely,
ASRock America, Inc.
Initial Consumer Rebuttal /* (3000, 13, 2016/08/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I rma the board back in November of last year. the board I have as of right now is not same board I purchased from microcenter. the scratches on board I have no clue haow they got there but clips got broken when installing/uninstalling the 2 graphics cards. ok... the clips I wouldn't worry about hence it doesn't effect functionality of the motherboard. the scratches is what I wonder about. just to let you guys all know that "i moved on!" I took the P.O.S. Motherboard and stuck it on my wall for a conversation starter on how asrock: the company I recommended to everyone and bragged about to everyone on how well there products are, screwed me on this matter and to show how terrible there products are built to "last" I am now looking at MSI brand Motherboards and it is actually now the company I recommend to everyone over asrock.
thanks for the 2.5+ years of nothing but hassles and the losss of actually being able to use my other good hardware to its full abilities!
Final Business Response /* (4000, 15, 2016/08/11) */
I'm sorry you felt we didn't resolve your concern correctly. The model different than the original one purchased on Micro Center due to customer encourage same audit problem so we suggest to UPGRADE it. Before upgrading, we will get agreement from customer as well. For the RMA# XXXXXXC, we found out the problem is cause by the scratches on PCBs line. I am sorry to hear about your decision, but we are understand it and will be glad to see you again in the future. Thank you.
ASRock America,Inc.

I am rejecting this response because:It is irresponsible as a company to may buyer's pay any amount for faulty products.

Initial Business Response /* (1000, 5, 2015/08/11) */
Dear [redacted],
We do apologize for any inconvenience this may have caused. If you have any questions regarding the technical issue or RMA process, please contact us at (XXX) XXX-XXXX or filled out the support request form from ASRock...

website: http://event.asrock.com/tsd.asp
Thanks!
Customer Service Team
Initial Consumer Rebuttal /* (3000, 7, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
IT is the same response I always get from their website and from the software. The telephone number is not a toll free number, I'm not about to get caught on a long distance conversation to arrive at only a huge telephone bill and no resolution to my problem. I have filed various 'forms' online and don't get answers. In other words, their response is not a solution, no effort to contact me. What would be the next step?
Final Business Response /* (4000, 9, 2015/08/17) */
we had send email to customer [redacted]@aol.com and provide our contact information XXX-XXX-XXXX and customer service email [redacted]@asrockamerica.com
Final Consumer Response /* (4200, 11, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They asked me to call them to their non toll free number, or for me to provide my home phone number for them to call me. I provided them with my phone number, I'm waiting for them to contact me.

Initial Business Response /* (1000, 5, 2016/02/17) */
It is very hard for end user to determine our MB is the roof cost of damage his VGA card. I suggest user send back the MB we could do the replacement right away, we will send the MB back to Taiwan HQ lab to do further test, if the report show...

our MB damage user's VGA card we will more then happy to pay for it. Thanks
Initial Consumer Rebuttal /* (3000, 7, 2016/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The companies policies stated to RMA the motherboard through the re-seller before contacting them. I am unable to get the motherboard back. I am an expert in the I.T. Field and have log files showing the heating characteristics of the motherboard in comparison to the board previously installed that I can provide to the company. I followed their policies and they should know that once and RMA is completed the product cannot be retrieved from the re-seller.
Final Business Response /* (4000, 9, 2016/02/19) */
We had base on user information RMA#XXXXXXXX to contact Newegg but Newegg respond that in their system they don't had this RMA#. We want to trace back the MB and send to professional lab to do the test. Please let us know where did you return the MB or contact our customer service in XXX-XXX-XXXX give us all the information you can so we could trace back the MB. Thanks
Final Consumer Response /* (3000, 15, 2016/03/10) */
Hello Mrs. [redacted]
No I have not received any further responses from ASrock America. They have not made any further attempts to resolve the issue even when the information they requested was provided and verified.

Hi, We have done the internal investigation, the problem is we did not receive the return check, so the case has been delayed. However, we will reissue the $15.00 check to to customer since it has been over the check expiration date.  The new check will mail it out on May, 15, 2017...

Monday. Please let us know once you receive it. Thank you. ASRock America, Inc.Rebate center

Initial Business Response /* (1000, 8, 2015/06/08) */
Dear value customer,
I am sorry for any inconvenience you are occurring. After double checking all the rebate doc, we still not have your rebate info here. Please provide tracking number if you have proof of delivery. Thanks.
Initial...

Consumer Rebuttal /* (3000, 10, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
I don't have a tracking number, but I can send you copies of all the rebate forms and information.
Thank you,
[redacted].
Final Consumer Response /* (3000, 20, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is just ridiculous.
I did send the rebate in that period. I waited to call until March because you state to wait 8 to 12 weeks!
On top of that we received an email confirmation that our rebate was processing.
I demand the rebate to be processed. This is outrageous!
Final Business Response /* (1000, 18, 2015/07/01) */
Dear [redacted]
We can't process your mailing rebate, since we didn't receive it.
We did mention that we have to receive the mailing rebate within 30 days of your invoice day and postmark day in order to get process in term & condition.
Your mailing rebate period date is 11/1/2014 to 11/30/2014.
When you contacting us is around March & April, so we can't process your mailing rebate.
Thank you
[redacted]

I am rejecting this response because:
Please compare your picture 2 to my second picture.  They're clearly different.  Mine only has step 1 and 2 and no mention of it being an asian only promotion.There's a serial number if you doubt it's authenticity.  Feel free to figure out what exactly is going on.