ASRock Customer Service

Screw asrock horrible website and trash customer service, im never going to buy their boards again Im seriously thinking about rebuidling my computer with a Gigabyte one rn and cutting my losses and thats saying alot

Avoided all the questions i had asked. when you are concerned about something alot of people had issues with but no answer about the 7000 series motherboards bios updates and gave me a basic answer that i told them was aware of.not good. When you have a 1600 doller piece of hardware in your pc. Service needs to be better.

I ordered an ASRock motherboard and about 6 months later I needed to replace it. I went through the process of claiming my warranty and all that, and after a few weeks, I got my replacement motherboard. There was just one problem. It didn't work. I had to go through the process again, wait another month, just for them to tell me they wouldn't replace it because of physical damage.

TL;DR Went through the long process of replacing my motherboard. They sent me someone else's broken motherboard, and then refused to replace that one even though it was their fault in the first place.

I bought an ASRock motherboard that died in less than 2 months. The RMA process has been tedious and prolonged. I've had 3 weeks downtime before I even got the approval to ship the product back to them. On top of that, just to punish their customer further for their faulty product they expect you to cover the shipping costs. I've placed this brand on my permanent blacklist.

I Bought a brand new z490 Taichi motherboard. And it was defective out of the box. Although it was brand new, asrock sent me a USED board in return with parts missing, because it was 2 months after i bought it. I personally will 2nd guess myself if i ever go to buy anything from this company again. I'm speechless.

ASRock Dr oesMoes notenot stand behindtbehind itsASit's products!

My initial email to ASRock Support - I purchased a B450m Steel Legend motherboard, a new Ryzen 7 3700X CPU with Cooler and new ram to upgrade a gaming computer. We installed all the new hardware per the instructions and found that the Cooler LED lights worked but the fan did not turn. I called AMD last Friday 7/3 and the rep advised that based on the setup we had a BIOS compatibility issue. I asked how can that be, the ASRock box states "AMD Ryzen 3000 Desktop Ready"?? The AMD rep advised that unless the B450m could accept a USB BIOS Flashback we would need to use a Boot Kit. AMD could send us a temporary Boot Kit but only if i provide them with "a summary or copy of the communication with ASRock where you explain why the Original Design Manufacturer (ODM) is not suitable. Please assist ASAP with the required confirmation. Thanks.

Response from ASRock Support-
Since your motherboard needs bios update ,you have 3 options about it

1st return your motherboard to the vendor and ask for new replacement with bios update

2nd contact AMD and ask for kit to update bios and use with your cpu.

3rd send the motherboard to us (ASRock America) and we do update the BIOS( you pay for shipping to ASRock and ASRock pay for shipping back ) .

Please let us know the option you select .

My response to ASRock Support- Ok, here is my issue. As the customer, I have already purchased your product that claimed to be compatible with the AMD CPU and I paid shipping to your partner vendor.

Solutions 1 & 3 would have me paying additional money just to end up with hardware that works?

1st return your motherboard to the vendor and ask for new replacement with bios update

1. Provantage, your vendor partner insists I pay shipping should I wish to return the item for a refund. Not even sure if they would agree to replace with a BIOS updated motherboard as you describe.

2nd contact AMD and ask for kit to update bios and use with your cpu.

2. As described in my initial email to ASRock, AMD will send a Boot Kit if you confirm that the ASRock motherboard cannot accept the USB BIOS Flashback. If I share your 3 below options the will expect me to select 1 or 3 to avoid cost to them.

3rd send the motherboard to us (ASRock America) and we do update the BIOS( you pay for shipping to ASRock and ASRock pay for shipping back ) .

3. It makes no sense that I should have to pay additional money for shipping to have your product updated to be workable when it is sold to be workable in the first place?

None of the above takes into account my negative experience as customer who had choices and decided in good faith based on the product's specs to purchase an ASRock motherboard.

Should you confirm that ASRock will bear all shipping costs I will gladly send the product back to you for the BIOS update allowing you to do right by me, your customer.

I will await your response which I trust will be in the form of a prepaid shipping label.

Thank you,

ASRock Support- Contact your seller and return it.

My response back - I find it incredible that ASRock "Support" would reply in such a manner.

Ridiculous that ASRock would even try to pass this off as providing "Customer Service" when all I requested and required was confirmation that a USB BIOS Flashback was not possible.

I look forward to showing that I will become your worst customer.

Sincerely,

worst company ever. don't buy their motherboards, it's utter crap. Will die on first day and never respond to you. Rip-off. Never buying from them again. You're better off going asus or gigabyte. Stupid chinese company.

Left a technical issue on the message input page and knowbody has come back in 3 days. Is this normal customer experience?

Had a RAM slot go bad just one week before the warranty went bad, I tried for a week to contact someone and never got anyone. After a month I got a response from a email I sent over a month ago and of course it was out of warranty now.

as rock company is fake please don't buy any product from it because it does not provide any customer support.

Terrible customer service, terrible staff and overall support.

Technician yelling at customers and being extremely rude.

I am puzzled that a company like that can even survive and do business.

I would not buy anything from them even if they reduce the price to 1$.

Just avoid them.

I also purchased an ASROCK 970 Extreme 3 R2.0 motherboard in December last year which was by far the most problematic hardware component I have ever come across. I have sent the mainboard off for RMA twice already, each time it comes back with the same problems + a few new ones.

ASROCK do not give refunds instead they replace their poorly manufactured products with old motherboards that have been RMA by other unhappy customers or the same piece of shyt you sent them. Their support team is terrible and have you sitting in limbo waiting for replacement boards that don’t work.

How ASROCK is still in business blows my mind. They rape your wallet leaving you with worthless scrap plastic.

ASROCK is rubbish. I purchased an ASROCK 970 Extreme 3 R2.0 motherboard which was an absolute nightmare to get working and only worked for 2 weeks. I had the motherboard replaced 3 times! 3 times!!! The initial motherboard I got didn’t come with the BIOS jumper clip and neither did the next 2 replacement boards. I believe the replacement boards were second hand junk.

The 2nd and 3rd replacement motherboards were faulty. SATA connections didn’t work and 1 of the 2 PCIE slots didn’t work on both boards. I installed an AM3+ ASUS M5A97-LE (REV2) motherboard with my existing hardware and it worked flawlessly.

ASROCK will not refund me and insist on replacing the board again! My patience wore thin and as I was fed up with wasting time testing the faulty boards, going back and for to the SYNNEX service center and waiting weeks for the junk to be replaced. I ended up throwing the ASROCK junk out of my moving car window on the way the service center out of sheer frustration with the pathetic service from ASROCK.

What they are doing is criminal taking people’s hard earned money and giving them rubbish that doesn’t work as
advertised. ASROCK should be held responsible.

Asrock is a joke! They never try to acutely help me with my motherboard, instead they say it's my other components that isn't working properly so they can move on. Then when I paid shipping for the RMA, I got a completely different used up box, and no new board. Nothing has been fixed and I am completely fed up with them

I AM APPALLED about what i received back from asrock RMA
I am disgusted with ASROCK service, what i expected to receive was a new
board.. what i got was a disgrace!
I sent in my asrock board in the original box, with good good packaging, i
paid $36 in shipping to make sure it was shipped in protected boxes with
protective packing.

what i got back was a JOKE! you have got to be kidding me... i got back
a thin box, and inside was another motherboard box, a Asrock Z77 Extreme
box turned inside out.. with crap packing, and a USED! i repeat a USED
motherboard.
no paperwork inside explaining anything.... You can see the screw mount
holes are smashed from being previously installed. the m.2 mount holes, one
of the protective stickers was on the board.
The bottom of the board shows some kind of GOO , the BIOS has this sticker
ripped off.. only label on the box , was a SENDER sending to ASROCK RMA..
what is going on!? why did i even receive this?
I want and EXPECT a new replacement board for the one I SENT in.
not this crap!


AS OF RIGHT NOW! i will not be purchasing another ASROCK product nor will i
be recommending it to any of my customers. friends or on forums
as of right now I plan to give negative reviews.. post photos on
several websites indicating the ASROCK RMA process and what to expect.

i am absolutely disgusted! someone needs to explain to me what is it that i got!

I had to contact these guys because I have a 95W AM3 socket motherboard and I want to know what the best processor model I can pop in there is (because the higher end ones are usually 125W. I knew it was the Phenom II but I wanted to know what exact model. The guy who picked up the phone was really rude and unprofessional and made me feel like I was a huge nuisance. He basically told me some very useless information and told me to google it. I then told him that I wanted model numbers and not just to point out a site. Then he hung up on me. I work with customer relations so this really set me off

I have a problem with two brand new motherboards. BIOS is up to date but I'm getting 5 beep codes on both boards when I install a high-end video card in the pci-e slots. The video card passes all tests on other board except the ASrock z97 pro4. What a disaster. So I can't reach anyone via phone, I have to "email" support. What a failure this company is. No phone support? So I emailed them and guess what......no return emails. From here on out I will NEVER purchase another product with "ASSrock" writen all over it. FAIL

Bought an Asrock Vision 3D (it is a mini pc) that was worth approximately 1300$.

After 1 year and 2 months, the pc was not working anymore (not booting).

I contacted Asrock Customer Service :

ASRock America, Inc.
13848 Magnolia Ave, Chino, CA91710
U.S.A.
Phone: +1-909-590-8308
Fax: +1-909-590-1026

I explained them the situation and told them that I wanted the pc to be repaired and I didn't mind paying for the repair since the warranty has expired.

They asked me to send them the pc and thats what I did.

After 2 weeks without news from them, I called to get a status. After being transferred to 4 different people, I ended up talking to one of their technician.

The guy was very confusing and rumbling. He started the discussion by asking me why I had opened the PC, etc.. I tried to explain him, that I did not open it and that anyway I was ok with paying the repair and I just needed to get it repaired.

After waiting for 10 minutes on the phone again (because he had to talk to someone..). He came back and told me that the issue was the CPU and that if I want it to be repaired, I should send him a new CPU.

I was very surprised by that weird answer, I told him, that he can just order it and that I can pay for the new CPU. The guy answered that this would be contrary to some internal (imaginary ?) policy.

He even tried to compare my situation with someone who would go repair his car to the manufacturer and he was stating that the person would have to bring any piece that would need to be replaced.

... What a joke lol ...

I ended up asking them to reship me my PC and I am still waiting to receive it (God knows what they have done).

To summarize, their Customer Service is the biggest joke I ever encountered. They are completely un-professional and I will never ever buy anything from that company.

The A SRock tech never salved the problem just keep telling me to read the manual, which I did before installing the mother board. I figured out the problem by my self and the tech was rude. John (

Purchased ASrock motherboard from Newegg, came as defective.
When I turn on the system, fan gets extremely loud no way i can stop it.
Eventually computer turns off, defective.
I contacted their RMA, they gave me RMA number but told me to pay for return shipping.
They sent me a replacement, exactly same problem.

Now warranty is expired, they want to charge me at least $35 for repairing it.

Do not buy asrock product, they don't do their work.

I bought a defective motherboard from an online retailer. ASRock website states 1 year manufacturer warranty only good through authorized dealer. I returned to the retailer - they say they have a 30 day return policy,(its been 37 days and the board went out) sorry, contact ASRock. ASRock has yet to answer any emails from me. DONT BUY ASROCK if you want customer service after the sale.

I actually called ASRock Support on three different occasions while I was building my computer. Each time, the tech guy was super helpful. He went through every step to test different problems that might be occurring and stayed on the line while I messed around with the motherboard to check what was going on. Compared to the other companies I had to call, ASRock was way more helpful and friendly.

Very please with ASRock support and the P67 motherboard I purchase from them.

After my bad experience with EVGA, I decided to give ASRock a try and could not be happier. Great support and excellent motherboards.

I love my new P67 ASRock motherboard. Everything works great...

Thanks ASRock for a great support and a great product!