Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Graphics Card from Newegg.com on 4/13/23. The *** Started to malfunction on 9/13/23. The *** would crash under load anytime a game was launched and cause the ** to restart. The *** was tested with multiple different versions of *** drivers using *** to uninstall old drivers before trying new ones. Tested in Multiple **'s with different Power supplies including one with a ASUS 1200W Thor PSU. All **'s tested had latest Chipset drivers, windows updates, and BIOS installed. Problem continued to persist. Hot Spot temperature was notably high, Thermal paste was carefully replaced with pictures to document the process to ensure damage was not done to the ***. *** continues to crash under load and is defective.I contacted ASRock support to start the *** process. Asrock asked to see a picture of the "warranty void if removed" Sticker. This sticker was torn during the process of replacing thermal paste which is considered "Maintenance" by everyone else in the industry. ASRock refuses to repair, replace, or refund the product do to this sticker being torn. According to the **** denying a warranty based on such a sticker is a violation of consumer rights under the ******** **** Warranty Act of ****. Asrock states it is their company policy to deny warranty solely based on damage to this sticker alone despite consumer protection laws contradicting this policy.

  Business Response

  Date: 09/18/2023

  Customer reached out for an *** on 9/14. **************** requested a picture of the warranty seal on 9/15. Customer was notified the warrant is void if the warranty seal is punctured, missing, or tampered with in any way. A broken warranty seal is considered CID as it is not possible to verify what was done to the card internally. Customer was notified of this prior to filling out the *** request. Along with the sticker itself, it is also noted on our website; this is considered physical damage/CID and voids the warranty. 

  Customer Answer

  Date: 09/20/2023

   I am rejecting this response because:
  Per the *** rulings from 2018, the use of a "warranty void if removed sticker" cannot be the basis of denying a warranty under the ******** **** warranty act of ****. The burden of proof is on the manufacturer to prove that the maintenance done to the product caused physical damage before they can deny a warranty claim. This means the manufacturer is required to accept the *** and prove damage was caused by the customer before they can void said warranty. I have documented the maintenance done to the product as a form of proof that there was no physical damage done. Asrocks predetermination that the product was damaged solely based on said sticker is in direct violation of consumer protection laws in *****************. Asrocks blatant disregard for consumer protection laws can not and will not be ignored or left unchallenged. I am merely asking Asrock to honor their warranty based on the laws of this country in which they have the privilege of operating in. Corporate policy, regardless of it's intent, can not supercede the laws put in place by Federal Regulators.
  
  

• Initial Complaint

  Date:08/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/24/23, a purchase made for my ASRock AMD Radeon 7900 XTX Phantom gaming for a NEW GPU happened.
  After some time, I began to have system failures that reset my PC, texture artifacts, etc.
  I got in contact with the company, they provided me with an RMA GPU that is refurbished, and might I say the condition of the GPU is terrible, deep scratches and damage on the plate of the gpu, not only did I spend $1100 for the GPU but I had to pay for a costly delivery for a mistake that was not my own.
  In all of this mess, I paid for a brand new product to receive someone else's used, refurbished graphics card with no compensation for the visual and quite obvious damage to the product or the shipping.
  I'm so bothered that I'm considering to never by an ASRock or AMD product ever again. I don't think anyone should ever have to be treated with such disgraceful service, something has to be done about this because not only would it be an appropriate choice for the consumer/customer, but it'd very beneficial for a positive outlook for the companies that provide this product, especially if you want people to continue buying this brand for years to come.
  I'm most certain that anyone else who had to put up with this would not be this patient about this situation.

  Business Response

  Date: 08/14/2023

  Customer submitted RMA on 4/20/23. The RMA was approved on 4/25/23. The replacement was shipped out on 5/5/23. Prior to being shipped, the replacement was fully tested to ensure it was fully functioning. On 5/16/23 the customer reached out with complaints on some minor scratches (see attached). It is unknown if the unit was shipped out in this condition or if the damage occurred while in transit. On 5/16/23 ASRock let the customer know we are willing to replace the GPU if he was not satisfied with it. The customer continued to request a refund from 5/17-24/23 although he was notified multiple times ASRock does not provide refunds. The last point of contact was on 5/25/23 where ASRock notified the customer we are willing to provide a replacement of the same model and can not provide a refund. At that point, the customer no longer responded. 

  If the customer would like, ASRock is still willing to provide a replacement. 

  Customer Answer

  Date: 08/14/2023

   I am rejecting this response because: Though I already paid an additional expense for shipping the first time and received this product with damage, no clarification is provided that shipping will be paid for by the company or the package handler. I refuse to pay an additional cost for what is not my fault, my trust with the care of this situation is very low. I'd rather have a new product that actually functions than be sent a refurbished product once more that was handled carelessly. I'll gladly accept if I'm ensured that I don't have to pay additional fees, I've done some research online and seen that other companies would kindly provide me more exceptional options. If it's not possible and I have to pay once again, then I'm happy to move on to see what other companies have to offer.
  

  Business Response

  Date: 08/15/2023

  As mentioned to the customer previously via email, ASRock can not guarantee if the unit will be new or refurbished. ASRock never stated there would be any additional charges or that the customer would be responsible for shipping with a second RMA. If the customer would like to proceed, ASRock will cover the shipping cost.

  Customer Answer

  Date: 08/18/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I'm happy to hear that and I'll gladly accept to finally get this completely resolved, a very frustrating experience it has been but I'm glad this got somewhere rather than nowhere.

• Initial Complaint

  Date:08/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am frustrated with ASRock and their scummy support for my product. I purchased this on ****** (merchant) and was having issues with the product. I did some troubleshooting on my own and then I reached out to AMD support which told me to just to reach out to the Manufacturer of the GPU in this case ASRock. I reached out to them initially on March 14 and received no reply. AMD also recommended upgrading a component in my system to meet the recommended Watts for the product.
  
  After the upgrade I experienced the same problem again and that is where I reached out to ASRock again on June 27 and got a response on June 28 to submit a RMA request.
  
  I did the RMA shortly after and the replacement arrived on 7/18. On 7/27 I reached out again as the replacement I got was experiencing issues again and was worse than what I left off on. It was pretty much defective. I called and got a RMA submitted for me, I did not want to pay for the initial shipping so they provided me a label (although I cant tell if me requesting it caused that or since it was the 2nd RMA they do it), I sent it in on 7/31 and just today 8/7 they email me saying that they received the device with the warranty seal broken so they will return the product as is as it is out of warranty now. They consider it Customer Induced Damage
  
  
  I know for certain it was not, it was sent to me with that sticker already damaged but unfortunately I do not have a clear photo, I took a photo of the serial but the sticker isnt shown where the seal is. I did take a video of when the issues were happening and I maybe glanced over the top of the product but it is not really clear.
  
  They are violating the Magnuson–Moss Warranty Act and is scamming me out of my money and not honoring the warranty.
  
  RMA 2306182
  RMA 306182A

  Business Response

  Date: 08/14/2023

  ******** submitted his first RMA on 6/28/23. The RMA was approved the same day and ASRock notified the customer and requested he send it in. We received the GPU on 7/6/23. The replacement was pulled and fully tested to ensure it was fully functioning on 7/7/23 then shipped out on 7/10/23. ******** then reached out for a second RMA on 7/27/23, his second RMA was approved on 7/28/23. He was provided a prepaid shipping label as a courtesy. 

  We received his second RMA on 8/7/23 with a broken warranty seal. Our policy states a broken warranty seal is considered physical damage. This is also stated on the warranty seal. ******** was notified on 8/8/23 that his RMA was being rejected due to the customer induced damage. Our policy also states all customers have 48 hours from the time they receive their replacement to report any issues they may notice, which ******** failed to do. ******** claimed he received with GPU with a punctured warranty seal, however, was not able to provide any proof. ASRock notified ********, we do not provide any in house repairs; therefore, we do not puncture warranty seals to open GPUs. In addition, we provided all of the information (8/10/23) in regards to what/how the replacement was tested to ensure it was fully functioning before shipping it out. The GPU was shipped back as is on 8/9/23.

  Customer Answer

  Date: 08/14/2023

   I am rejecting this response because:
  
  
  "Our policy states a broken warranty seal is considered physical damage. This is also stated on the warranty seal."

  Like I mentioned to them, this goes against the Magnuson-Moss Warranty Act and my warranty should still be honored. 

  "Our policy also states all customers have 48 hours from the time they receive their replacement to report any issues they may notice, which ******** failed to do."

  While this is stated in **************** it is not stated in their RMA email with the "Terms and Condition" in the email they send with the RMA Approved. When I read the initial Terms I only read it with the email they sent me, so I had no idea there was additional terms to review as it was not brought to my attention. I have to go out of my way to look for this. Besides issues started happening couple days after THEY SENT me the defective unit and with the seal already broken. 

  "******** claimed he received with GPU with a punctured warranty seal, however, was not able to provide any proof"

  They stated that even with proof they wont do anything because of the seal being broken because its "after the 48 hours" to report any damage. 

   

  I have issues with how this case was handled, how I was treated, and these illegal policies and bad processes that ASRock has for their RMA department. All this can be avoided with improvement to their processes and better explanation of the Terms and for them to proper follow federal law. I DID NOT BREAK THE WARRANTY SEAL and yet I am being treated like I did, they cannot confirm if the seal was even in intact when they were testing it as they did and have not provided me any photos of the card prior to them testing it or shipping it. What if the previous owner broke the seal and they obtained it like that and sent it to me like that? They do not have proper or detailed notes to provide me as a consumer of the history of the unit or have done a good investigation. I requested this information and have not been answered since my reply on August 10th. 

  This is a poor effort to scam consumers out of their money when they wish to have their warranty honored.

• Initial Complaint

  Date:04/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AMD released Agesia 1.2.0.7 to fix the Windows 11 fTpm issue, 1st seen release of fix I saw was with gigabyte on May 2022. ASRock updated all there motherboards and the deskmini X300. I own the deskmini A300. ASRock has refused to release the update fix. I have sent request to tech support and they were ignorant to the fix that s needed. I also contacted there PR department to pass it on the help needed and they ignored it. ASRock still claims the A300 is win 11 compatible but how can't it be when AMD knows there is a issue with older Agesia bios versions.

  Business Response

  Date: 04/25/2023

  The A 300 Deskmini support Bristol Ridge CPU (please see link below CPU support list). But AMD AGESA 1.2.0.7 does not support Bristol Ridge CPU. Therefore, the BIOS cannot be released officially. However, if user request special BIOS with AGESA 1.2.0.7 that we can provide but make sure not using Bristol Ridge CPU or will not be post. The official BIOS still can support Windows 11 as well but it is also depends on using CPU. For more information, please visit link below for Windows 11 supported CPU list.

  CPU support list link: ****************

  Windows 11 supported AMD processors link: ****************

   

  Customer Answer

  Date: 04/25/2023

   I am rejecting this response because: My CPU is the following from there website of processors.

  AM4 ***** 5 3400G (*************) 65W Picasso 3.7GHz 2MB B1 P3.50
  
  

  Bristol Ridge is a Athlon processor that no person uses since it is a junk processor. Also all Motherboard manufactures placed warnings that update to the new Bios would drop support for Bristol Ridge. The consumer has a choice to either procced or not if they are running Bristol Ridge.

  ****************

  Article from the Verge when AMD acknowledges TPM bug causing stuttering issues.

  AMD has acknowledged a stuttering issue on ***** systems caused by its firmware trusted platform module (fTPM), as reported by TechPowerUp (via Windows Central). A permanent fix, which will come as a BIOS update, isn’t expected until May.

  The fix has been released. ASRock is in violation of the Magnuson-Moss Warranty Act that is upheld by the FTC. ASRock has 2 options now. Release the firmware or replace the unit with the x300. The x300 also has my processor listed in there too.

   

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had opened a technical support ticket about an issue I had with one of their Steel Legend X670E. This board had been purchased new from Amazon on 11/25/22. After getting a VR setup for the machine, I found that I could always get my USB devices to disconnect and not reconnect. I had opened a support ticket on 2/26/23. Even after some more troubleshooting with RAM, one of the clips to hold the RAM in had broken off. AsRock still said I could make an RMA request, and it was accepted (2/28/23).
  I had to pay for shipping to them out of my own pocket when other companies I've worked with had always covered shipping. I waited two weeks for the new board to arrive and it was packaged with a single paper-thin sheet of foam and enough room in the inner box to shake around. I was about to install my CPU and saw that there was a bent pin in the socket. I don't know if this pin is voltage, data, ground, or reserved so I'd rather not risk frying my CPU. I contacted support the same day (3/15/23) with pictures of the socket and heard nothing for two days (3/17/23) when I followed up.
  The ticket had been passed so someone else who was very matter of fact about how the boards are "new OEM" and tested before being shipped to customers (which apparently removing plastic peels from new items is part of the testing). I reiterated the pin is bent and wanted to know what the next course of action would be. Support had asked for pictured of the damage from a "top down" angle. I sent plenty of images within 20 minutes and I have been ghosted since. I sent follow up messages 3 hours later, the next business day (3/20/23) and 5 hours after that, and this morning (3/21/23) and have yet to get any response after the pictures were sent.
  I've basically spent $48 on top of the cost of the board and been completely ignored by both support associates and left with a damaged item.

  Business Response

  Date: 03/22/2023

  The first RMA was submitted on 2/28/23. Although Amazon is not an authorized vendor, an exception was made for the customer. The defective board was received on 3/6/23 and the replacement board was shipped out on 3/9/23. Once the customer received the board on 3/15/23 he contacted tech support. They were in contact for a few days and notified them there were bent pins. Bent pins are considered physical damage and void the warranty of the board. However, because we were notified right way, there was an exception made for the customer once again. The second RMA was submitted on 3/20/23. The customer was emailed a copy of the approval and a shipping label on 3/21/23.

  Customer Answer

  Date: 03/23/2023

   I am rejecting this response because:
  
  
  

  The item had been shipped and sold directly from Amazon; where would Amazon have gotten the boards from? If they are not an authorized vendor then only third parties on Amazon should be selling motherboards. I've bought enough things from Amazon to be accustomed to "if it is not shipped and sold by Amazon, the manufacturer has the right to refuse service." Amazon not being authorized was never brought up as a concern, or even mentioned as an exception to me until now. Going through the list on AsRock's website, (1) I have never heard of Allstarshop before typing it into my browser today, all prices are locked behind registering an account; (2) I have never heard of Braemac, and they do not sell AsRock motherboards; (3) never heard of E-ITX, does not sell motherboards; (4) haven't heard of iStarUSA, does not sell motherboards; (5) haven't heard of MITXPC, does not sell motherboards; (6) I have heard of OutletPC but it seems their website is down as of checking 3/23/23 and seems to have been down for some time; (7) I have heard of SuperBiiz, but it seems they have migrated away from their own website and primarily doing work on eBay; (8) I have heard of Newegg, but I have not done business with them in years due to the negative press; (9) I have done business with Microcenter but they do not ship any items, and the closest store to my location is a minimum of 4 hours as a round trip. Selecting Amazon as a place of purchase was a matter of convenience.
  

  
  

  I completely understand the bent pins void motherboard warranties, which is why people are generally careful around them. However, the board arrived with the damage. My hands had only touched the socket retention lever and the CPU retention plate, not the pins. It's unlikely that the pins were bent during transit since the CPU socket cover had been installed. I have three theories as to what could have caused it: (1) the pin was bent as the CPU was being installed to test the board. This had the chance of causing issues during testing, but seeing how the board was tested and shipped this is unlikely unless the pin is unused with the Ryzen 7000 series of CPUs. I intend to upgrade this machine in the future when faster CPUs are released and I can't risk having no problems now but possible problems in the future; (2) the pin was bent as the CPU was being taken out of the socket after testing; (3) the pin was bent as the CPU socket cover was being re-installed for shipping. This is damage I could not and did not cause.
  

  
  

  During the few days (business days of 3/15, 3/16, 3/17, 3/20, 3/21) I had been in contact with support about the bent pins, support had only sent three emails while I had sent nine, many of my emails requesting a followup that never came. On 3/15 my original email was sent at 1:03pm EST (10:03am PST). The initial tech replied at 2:02pm EST (11:02am PST), I replied back at 3:54pm EST (12:54pm PST). The initial support tech had forwarded the email to a second tech at this time (1:28pm PST), but they were not part of the conversation. I sent nothing on 3/16 under the assumption things were being worked on in the background; I received nothing in return. On 3/17 11:12am EST (8:12am PST) I had sent a follow-up to the initial tech, hoping to get some information. At 1:06pm EST (10:06am PST) I had gotten a reply from support tech #2, ignoring my concerns over a bent pin and explaining how the boards are tested before being shipped to customers and insisted I try installing my CPU before getting back to them. At 1:28pm EST (10:26am PST) I restated my concerns, as I did not want to risk damaging my CPU. Support tech #2 then asked clearer pictures of the damage at 2:11pm EST (11:11am PST) and at 2:30pm EST (11:30am PST) I obliged with five images. At this point support had gone dark. I was not getting replies to my follow-ups on: 3/17 5:22pm EST (2:22pm PST), 3/20 at 12:35pm EST (9:35am PST) and 5:22pm EST (2:22pm PST), and 3/21 at 1:41pm EST (11:41am PST). Going off of support tech #2's email signature, support hours are 9am PST (12pm EST) to 6pm PST (9pm EST). Working in IT for five years, I have never known a tech to ghost an end user while the end user is actively engaged with the ticket. ANY communication about the ticket being transferred, or even something as simple as a "we're looking into this" would have been much more valuable than complete silence.
  

  
  

  Following radio silence, I received an email that an RMA was approved at 8:22pm EST (5:22pm PST), I then received a prepaid shipping label 13 minutes later from support tech #3. I will be shipping this board back for RMA at my earliest convenience.
  

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company is refusing to create an RMA on their defective graphics card on the basis that the card was obtained through iBuyPower, which is a reseller of their products. The card was received on 10/22/2022 and the date today is 02/28/2023. The card carries a one year warranty and is well within warranty. I provided the invoice and the serial number of the graphics card and they are saying that it is not enough, that they need the original invoice from when iBuyPower purchased the card from them, not my invoice. This does not make any sense as they deal directly with iBuyPower and I have talked to iBuyPower about this and they said that the information I provided is more than enough to start an RMA for the card. Asrock continued to refuse to take ownership of their products and point the finger at iBuyPower. I asked to escalate the issue to the manager of the person I spoke with (*******) and she is claiming that she does not have any manager and that there is no option to escalate the issue to a higher party, which is a complete and utter lie. Also, they can view all of information on their end as to the warranty details of the graphics card, sales records to iBuyPower, etc, but are pretending like they can't view this information on their end. This issue will be escalated if a resolution is not made by this company.

  Business Response

  Date: 03/01/2023

  The RMA was created on 2/23/23. On 2/24/23 the customer was notified via email that he would have to proceed through his vendor. Due to the unit being purchased as part of a prebuild, the customer must RMA the build as a whole through their vendor (iBuyPower). As the customer stated, iBuyPower provides their customers with a one year warranty. Based on the date the customer provided, he is still within the vendor's warranty period. In addition, iBuyPower is not an authorized vendor of ASRock. If the item is purchased through an unauthorized vendor, it does not carry a warranty through ASRock. The authorized vendors are listed on the ASRock website. 

  Customer Answer

  Date: 03/01/2023

   I am rejecting this response because:

  
  

  The entire pre-built computer was originally purchased from Newegg.com, which is on the authorized vendor list which you provided. Also, just because the system builder (iBuyPower) offers their own additional warranty and return policies on top does not mean that you can void your own warranty and then point fingers at them. This graphics card carries one year of warranty from ASRock from the date which I received it which was on 10/24/2022. This company is using any excuse necessary to avoid supporting their product and then put the blame on others for their mistakes. Instead of offering a proper apology and offering to replace their defective product, they are leaving me with a paperweight.

  
  
  
  

• Initial Complaint

  Date:02/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Customer service was awful. Breanna had no knowledge of the consumer protection laws in both California and Tennessee that she was violating by denying my warranty repair. She claimed warranty labels had been removed even though "conditional warranty labels" are an illegal practice in both the states where they operate and where my GPU was purchased. To add insult to injury she tried to charge me 600 dollars to repair an 800 dollar GPU that I already paid 1200 for due to poor market conditions. 75% of MSRP!!! Furthermore, she would not provide an itemized list of the labor hours and parts required. In fact, she just came up with that number with zero inspection of the card done. I did not open the card ever. I did not remove warranty labels. So either they are lying due to high RMA volume or the product shipped without labels, which appears to be a common issue given other reviews and complaints on this issue. This is a predatory scam.

  Business Response

  Date: 02/07/2023

  Although, we do not provide any in house repairs, there was a replacement unit shipped out to the customer via FedEx on 1/31/23 (Tracking: 7*********17). The customer was sent an automated email on 1/30/23 with his tracking information. In addition, he has access to see changes through the RMA portal if necessary.

  Customer Answer

  Date: 02/08/2023

   Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID 18****51, and find that this resolution is satisfactory to me.

  
  

  However, if the individual I was communicating with had communicated this to me th8s entire complaint process could have been avoided:

  
  

  1. She was trying to charge me 600 for an out of warranty "repair", however this response indicates that that facility does not do repairs. This is very suspect to say the least.

  
  

  2. She notified me that I would be recieving my GPU back "as-is", with no repairs if I did not want to pair the charge. Today a GPU with a different serial number arrived. If she had simply told me they were shipping a replacement I would have never made the complaint.

  
  

  I highly recommend her department focuses on better communication with customers. During our interaction I felt that she was not reading my responses in their entirety, and she was becoming combative due to me frustration over it. It's just absolutely blows my mind that this process went down the way it did.

  
  

  That being said, thank you for doing the right thing and sending a replacement. I will rescind my complaints on other platforms.

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

• Initial Complaint

  Date:12/14/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Asrock gpu on Newegg that included a rebate. Received it and followed the instructions on how to redeem it by cutting a piece of the box tag off, printing off the rebate forum/invoice , and then sending it into Asrock. Customer service contacted me saying I had incorrectly given them the wrong invoice and to send it to ******** *******. I proceed to Newegg order to copy and paste it and send it again. I am then linked to the Newegg FAQs on how to get an invoice , which is what I did in the first place. Do that again and screenshot every step. Get told no that's not correct. Ask for her manager's email. Never received it. Even though I am on vacation at home with my family for Christmas I now have to call in and sort this out. Call in and get ******** *******. I am again told it is incorrect and she cannot help me. Ask for her manager's email to be sent to me , it was not. Call Newegg to verify this is the correct invoice , they verify and say there is nothing else they can provide. Call again and ask to speak with a manager. On hold for 15 minutes and instead of getting a manager get ******** ******* telling me I am wrong. Hold again ,finally get ******* ****. Again I am told the invoice is not valid and to call Newegg again. I ask for her party extension. She refused to give it to me. I explain that while I was on hold I called Newegg customer service again, this is the correct invoice. Maybe send the emails you received that invoice is not official. Send the emails I was sent. Oh its all fine now here we will process your rebate. An hour and many emails later. The level of incompetence here is shocking for a company worth over a billion dollars. This is not my first issue with this company, ordering in the past I have had brand new motherboards be bricked on opening. I cannot imagine having to go through their customer service for a repair request. Never buy from Asrock this is the worst experience I have had with a company. Is this acceptable Asrock?

  Business Response

  Date: 12/15/2022

  **** was notified on 12/7 that his invoice was invalid due
  to not showing an address. The customer was notified the address on the invoice
  and rebate must match. He signed in agreeance on 11/29 (please see attachment
  1). 12/14 **** requested to speak with a manager and did so both via phone and
  email (please see attachment 22). Once **** was able to locate and provide an
  invoice that contained all the information required, he was notified his rebate
  was approved (please see below we had approved the rebate)

  
  
  

   

  Customer Answer

  Date: 12/15/2022

   I am rejecting this response because:
  
  None of this addresses the main complaint. Is the behavior of your employees acceptable? Is not providing your party extension acceptable? When I ask for a manager why was I put on hold to talk to the same employee I have an issue with? Telling me the newegg invoice is invalid and to call them to get the official invoice, the one I provided and called twice to confirm, shows asinine incompetence . Your description avoids all my direct claims and proof by showing the last email. Clearly this is an organizational culture that is anti-consumer and trying to get people to give up so they don't have to pay out a rebate. It also matches other complaints on this website. 
  
  

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Product I purchased became defective but online technical support is under maintenance and phone is unavailable while the voicemail box being full

  Business Response

  Date: 12/05/2022

  Dear Customer,

  
  

  Please contact us at ###-###-#### or *******@asrockamerica.com, our customer will guide you how to send back the MB to do the RMA Service. Thanks