Asrock Customer Service

I had an issue with my motherboard, and it was still under warranty so I called Asrock America to see what they could do for me. I thought maybe I could handle it via live chat, but they don't have that option, which seems odd to me because it's a computer company. 

Either way, I found the phone number and was pleasantly surprised to be treated to a nice recorded message that thanked me for calling and told me that my call would be answered in the order it was received. I didn't have to navigate a directory maze or spend 5 minutes just trying to press the wrong option. 

This was a relief, but I still had to wait about 10 minutes before I got to talk to someone. Despite that fact, I was glad to be able to immediately get in the queue versus clicking through button options and still end up waiting to talk to someone for 10 minutes. 

The customer service representative who picked up the phone had a slight accent but spoke clearly enough that I was able to understand what they were saying and what they needed from me. 

After asking me my name and my phone number in case we got disconnected, they asked me what I needed, and I explained that I was having an issue with a motherboard and was concerned about needing to replace it. They then gathered information about the motherboard and looked up my account, which helped expedite the process. 

First, they offered to help me troubleshoot the motherboard a little, which I was happy to try. They ran me through a few different things, but none of them worked. I will say they were patient and clear about their instructions while we were troubleshooting. I didn't feel rushed, and I didn't feel as if they just wanted to get rid of me. 

However, it became clear that the issue was not something that could be handled over the phone, and I was probably going to need to call in my warranty. At this point, they offered me an array of options, out of which I chose to send the piece back to them. I did not like that I had to pay shipping on my own to return it, but they said that once the return was accepted, it would be refunded along with my purchase price. All in all, it was a successful call, even though it didn't go the way that I had hoped.