Asus Warranty?

[Bee]

Hi

I’ve been having some trouble with my DSL-AC88U for a long time now, I was trying to find out if I had any warranty on it. I bought it from Currys/PC World on Ebay (new) in April 2017 so its about 18 months old.  The invoice says there is a 1 year warranty.  I tried some warranty checker on the Asus site and it didn’t give me any information, just contact customer service I believe.  So I did and he just said try upgrading to the latest firmware and do a hard reset of router, didn’t answer the question about warranty.  We have recently gone from ADSL to Fibre so we just have the Plusnet router plugged in at the moment while it does DLM,  I believe it was the ADSL modem in the AC88U that was the problem so I don’t know if the VDSL modem will work any better or not.  It also started having problems with the wireless connection, you would have to manually disconnect and reconnect a PC to get it working again.  I looked online and other people having the same/similar problems cured it by using another router, I tried Sky’s ADSL router a few months back and it had no problems.

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[UK Sentinel]

That is unfortunate, Curys/PCworld Online and retail comes with (I believe) a 30 day no quibble returns policy, also it includes as part of there warranty is a 12 months warranty replace/(cash if you negotiate hard enough) if the product is faulty, not fit for purpose etc.

As yours in 18 months, like many other owners, are awaiting firmware to work correctly before they put the ASUS DSL-AC88U into constant usage.

Alas given the time since purchase, there is little chance of any other options (if unit is not at fault) apart from persisting with router.

From others, it appears the Broadcom chipset (DSL) in the DSL-AC88U works much better with VDSL than ADSL, so this is promising for you.

Try firmware – beta build585 with factory reset, it fixes a lot of wifi/DHCP issues etc? after your Settling in period with PlusNet Unit.

DSL-AC88U_v9.10.06_build585.zip

https://www.asuswebstorage.com/navigate/s/23991F8488394DAF92CBE25B97A5AB88Y

 

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[Bee]

Hi

The problem with the router was that it would stay connected yet when you tried to get to any webpage or do anything (wasn’t just http) there was no throughput, I would either have to turn off the WAN and turn it on again or reboot the router, it was also getting thousands of FEC errors on the line.  I tried the 566 beta firmware but it was actually worse than the offical one!  You have tried to help me before with this on another message board, thanks for that :)

I think the next offical firmware isn’t that far off?  I may wait for that as I need to leave my plusnet router connected for now.  Still I’m pretty sure this is a hardware fault rather than firmware.

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[UK Sentinel]

Bee wrote:

Hi The problem with the router was that it would stay connected yet when you tried to get to any webpage or do anything (wasn’t just http) there was no throughput, I would either have to turn off the WAN and turn it on again or reboot the router, it was also getting thousands of FEC errors on the line. I tried the 566 beta firmware but it was actually worse than the offical one! You have tried to help me before with this on another message board, thanks for that I think the next offical firmware isn’t that far off? I may wait for that as I need to leave my plusnet router connected for now. Still I’m pretty sure this is a hardware fault rather than firmware.

Understood, If it is a hardware fault, then ASUS do have an RMA option, so unit can get replaced that way, as you say, new firmware is due very soon, we can then assist you setting up new connection and see how that goes ;)

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[Bee]

UK Sentinel wrote:

Understood, If it is a hardware fault, then ASUS do have an RMA option, so unit can get replaced that way, as you say, new firmware is due very soon, we can then assist you setting up new connection and see how that goes

This is the email I got back from Asus

“I understand this is inconvenient, however in this case we suggest you contact your retailer for advice on returns/replacement or any other options they can offer. As part of the sale process the retailer accepted that they would control all returns/replacement on behalf of ASUS for the duration of the warranty. They should be able to sort this out for you. ASUS has no other policy on these devices; We cannot replace or repair these devices.

If you have any further questions, feel free to contact us again.

Have a lovely day!”

I knew it would be a long shot.  I may get a new router in the future if I can find a decent one.  Will try the new firmware and might get lucky in that the VDSL modem will work and hopefully the problem was just the ADSL modem. It’s odd that you say they can RMA and he says they can’t?  They must like you better :)

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[UK Sentinel]

I will check with ASUS in Taiwan, just so everybody is clear going forward with regards to RMA etc for UK customers.

Your new VDSL connection and the latest Official firmware from Asus (Build585) should be a big improvement on what you have experienced in the past.

It is with this sort of setup, depends whom you speak with on that day, and there level of understanding , ‘such fun’ ;)

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[UK Sentinel]

@Bee – Ok, so had a lovely chat with ASUS Taiwan and ASUS UK (Technical Marketing) and very helpful they where.

ASUS Routers (all) for UK at least, are covered by a 3 Year Warranty, first 12 months is supported by retailer dependent upon there T@C’s – but generally if unit is faulty, not fit for purpose, then if ASUS product is returned to retailer, they will either offer a refund or exchange and then the retailer will send product back to there distributor, whom then either sends product to ASUS for Repair/Replacement or Credit.

After 12 months and upto 36 months, ASUS Products are covered by a general warranty (hardware) where a faulty product should be able to be returned to retailer and they will then either replace product, or send it off for repair, some will exchange for refund, but this is not common and retailer’s choice.

The key for the 12 – 36 months is the relationship the retailer has with their distributor and likewise distributor with ASUS, this is where the ambiguity can begin to set in.

ASUS do also offer an RMA (Return Merchandise Authorization) online service whereby the faulty product, can be sent to ASUS, for repair/replacement, but as you can imagine, this is not their preferred option and can take time to get product repaired/replaced etc.

This is why the likes of AMAZON is so good, there exchanges/returns policies are first class.

Hope this helps guide others also and choice of retailer is nearly as important as product itself. nowadays

‘time for a coffee’ 😉

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[Bee]

Thanks for the effort and for clearing things up :)

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