OK guys just wanted to share a little experience with you about Asus. Over the last few years I have stuck with Asus boards, not because they are "the best" (how I miss Abit) but they are readily available. For the most part the product is good stuff but their support in North America absolutely is horrid. Everytime I've asked for support they have told me to RMA their product, here is the thing, not once has the product actually been defective. They just have really shitty BIOS devs and getting a replacement product does nothing to improve the situation but increase downtime. Anyways here is one such example of their support that took over 5 months to resolve. It finally took me calling to Asus in asia to get it fixed.
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[Problem Description] I just installed your new BIOS for this board 3106. Like the previous BIOS 3001 it is not utilizing the lowest powerstate on the AMD 1090T as expected (800 Mhz instead the lowest the processor will clock back to is 1600 Mhz). This has been verified in linux as well with it's logs. Please forward this information on to your BIOS engineers. powernow-k8: Found 1 AMD Phenom(tm) II X6 1090T Processor (6 cpu cores) (version 2.20.00) powernow-k8: Core Performance Boosting: on. powernow-k8: invalid pstate 3 - bad value 3. powernow-k8: Please report to BIOS manufacturer powernow-k8: 0 : pstate 0 (3200 MHz) powernow-k8: 1 : pstate 1 (2400 MHz) powernow-k8: 2 : pstate 2 (1600 MHz) powernow-k8: invalid pstate 3 - bad value 3. powernow-k8: Please report to BIOS manufacturer powernow-k8: invalid pstate 3 - bad value 3. powernow-k8: Please report to BIOS manufacturer powernow-k8: invalid pstate 3 - bad value 3. powernow-k8: Please report to BIOS manufacturer powernow-k8: invalid pstate 3 - bad value 3. powernow-k8: Please report to BIOS manufacturer ---------------------------------------------- On 07/02/2010 03:40 AM, Jany Xiao wrote: Dear Valued Customer, Thank you for contacting ASUS Customer Service. My name is Jany and it's my pleasure to help you with your problem. Sorry for the delay due to the error of the mail system. May I know what the situation now? Do you mean that with the BIOS 3106, the ratio of the CPU 1090T is X4? If yes, have you disable such as the options C1E and Cool n Quiet to test again? If the problem still remains, please help to finish the feedback info I paste to you and send back to me for a further check. Welcome to refer Troubleshooting& FAQ for ASUS products in ASUS website: Troubleshooting - http://support.asus.com/troubleshooting/troubleshooting.aspx?SLanguage=en- us FAQ - http://support.asus.com/faq/faq.aspx?SLanguage=en-us If you continue to experience issues in the future, please do not hesitate to contact us. Best Regards, Jany ASUS Customer Service [CASEID=TM2010070300184] ------------------------------------------------ Hi Jany, With the AMD Phenom II 1090T it has 4 p-states for Cool'n'Quiet. The lowest p-state is that it runs the cores at 800 Mhz but the current bios's for this motherboard do not allow the processor to drop to that speed. Disabling Cool'N'Quiet and C1E do not resolve this issue. Also even though this is a unlocked processor, none of the manual adjustments in the BIOS effect the processor speed. Manually setting the multiplier or bus speed has zero effect on it and even adjusting the processor voltage has no effect. The bios simply ignores any of those changes. Dean ------------------------------------------------ From:ASUS TSD Date:2010-07-07 21:41:59 Dear Sir/Madam If you are seeking an rma repair You will need to send your product in for rma repair. You will need to fill out an online case number forma and an online rma request form, Please use the links below. If you would like to speak to our customer service, please call 812-282-2787 Case Number http://vip.asus.com/eservice/usa_techserv.aspx Rma Request http://vip.asus.com/eservice/usa_rmaserv.aspx Monday thru Friday 8:30 AM to Midnight EST Saturday and Sunday 8:30 Am to 6:00 Pm EST. Thank you for your support of our products! Sincerely, Sonny Brown Level 2 Technical Support ASUS Technology Inc. http://www.asus.com ------------------------------------------------ Sent : 7/9/2010 3:33:16 AM To : "[email protected]" Subject : Re:Re:Re: Motherboard M3N-HT DELUXE [ID=RTM2010070300184-045] [CASEID=WTM201007093356324] I might also add that the "turbo" function on the X6 chips are not being utilized as well. With a single threaded app, the Phenom 1090T is only ramping up to 3.2 Ghz instead of it's designed 3.6 Ghz clock speed when only 1-3 cores are under load. Dean Hilkewich ------------------------------------------------ Dear Sir/Madam Please follow my previous suggestion. Sincerely, Sonny Brown Level 2 Technical Support [CASEID=TM2010070900270] ------------------------------------------------ So what you are saying is that every single M3N-HT deluxe that we have has to be sent in for RMA? I find that incredibly hard to believe. Dean Hilkewich ------------------------------------------------- Dear Sir/Madam No sir , what im saying is if you have cpu's that are supported on this board, and the bios is updated to run them and there not being recognized properly, you will need to rma unit for repair or contact the cpu manufacturer. Sincerely, Sonny Brown Level 2 Technical Support [CASEID=WTM20100820233955883] ------------------------------------------------- Here is another user experiencing the same thing. http://vip.asus.com/forum/view.aspx? id=20100820081656015&board_id=1&model=M 3N-HT+DELUXE&page=1&SLanguage=en-us The bug exists Dean Hilkewich ------------------------------------------------- Dear Sir/Madam We do not have access to those links. There is not a known problem with this board. Please contact AMD to see if there is a known problem with that cpu. Sincerely, Sonny Brown Level 2 Technical Support ASUS Technology Inc. ----------------------------------------------- [CASEID=TM2010082100184] You don't have access to links in your own company forum? I find that hard to believe. I have contacted AMD engineering and they say it is, without any doubt a bug in your BIOS. The CPU is perfectly fine. The board is fine with the exception of your BIOS and it is reported by other users as well in your own forums. Dean -------------------------------------------- Dear Valued Customer, Thank you for contacting ASUS Customer Service. My name is Stacey and it's my pleasure to help you with your problem. Sorry, I did not receive this e-mail immediately because of the server. In this situation, please clear the cmos to load default settings. If the system can work normally then, please update to 3106 again for a test. If no effort, have you tested your CPU on another computer? If yes, I will report this siuation to our related department as soon as possbile. Welcome to refer Troubleshooting & FAQ for ASUS products in ASUS website: Troubleshooting - http://support.asus.com/troubleshooting/troubleshooting.aspx?SLanguage=en-us FAQ - http://support.asus.com/faq/faq.aspx?SLanguage=en-us If you continue to experience issues in the future, please do not hesitate to contact us. Best Regards, Stacey ASUS Customer Service ----------------------------------------------- [CASEID=WTM20100910154113088] CMOS has been cleared many times (Jumpered and with battery removed as well), the motherboard has been using the 3106 BIOS for quite some time, CPU has been tested on other boards (MSI NF980-G65) and C'n'Q works as expected as does Turbo mode and no invalid P-states are reported. The issue has been confirmed by AMD engineers as a BIOS issue on this motherboard. Dean ---------------------------------------------- Date:2010-09-17 14:16:16 Hello Sir/Madam Do you still have your older CPU to test with just to see if you have similar issues? Also have you tested that CPU in another system to make sure this is not an issue with the CPU being defective. If not then I would recommend calling into the call center and request a test report. We can then try to duplicate the same issue you are having. Our number is listed below. If you need further assistance, please contact Technical Support at 812-282-ASUS option 2 M-F 8:30 AM - 12:00 AM EST Sat-Sun 9:00 AM - 6:00 PM Thank you, Krisenda ASUS Tech Support/L2 Support ---------------------------------------------- [CASEID=WTM2010091873153841] Hi Krisenda, The CPU is not defective, as I said earlier it works fine in another board. Also this board works fine with a AM2+ AMD 4200, 6400 BE, 9850 and a 955 BE. It is only on the X6 core Phenom II's that it happen on. I have even tried a 1055T and the issue is there as well. This is not a CPU issue, the CPU is fine. The issue is replicable on other M3N-HT's. We have several of these boards and all exhibit the same thing and even went to a local dealer to have him pull out a brand new borad and the issue is the same there as well. This is a BIOS issue. Last time I tried calling your tech support line they were fairly, excuse the term, useless. They simply did not have the knowledge to even fathom what I was talking about on the previous issue of AMD-V not working (again BIOS issue that was however finally resolved with the 1701 release). To get that resolved I had to call over to Asia in the wee hours of the morning before someone actually would look at it and of course it wasn't a cheap call at all. Dean Hilkewich ------------------------------------------- Hello Sir/Madam You should not have had to call Asia, our support center is here in the US. Call into our call center at 812-282-2787 opt 2 opt 1 and request to submit a test report. If the tech that answers the phone cannot submit the test report then ask to be sent to someone who can. If you need further assistance, please contact Technical Support at 812-282-ASUS option 2 M-F 8:30 AM - 12:00 AM EST Sat-Sun 9:00 AM - 6:00 PM Thank you, Krisenda ASUS Tech Support/L2 Support Phone : 812-282-2787 http://livesupport.asus.com ------------------------------------------ FYI, After reporting the issue well over a 1/2 a year, basically did every damn process of elimination and getting fed up with your US support I FINALLY got hold of someone that gave a damn (overseas again) and the issue has been fixed in the 3202 BIOS. Please stop treating your customers like idiots. Some of us actually do know what the fuck we are talking about. Output from 3202 boot now is: [ 13.164828] powernow-k8: Found 1 AMD Phenom(tm) II X6 1090T Processor (6 cpu cores) (version 2.20.00) [ 13.164836] powernow-k8: Core Performance Boosting: on. [ 13.164873] powernow-k8: 0 : pstate 0 (3200 MHz) [ 13.164874] powernow-k8: 1 : pstate 1 (2400 MHz) [ 13.164875] powernow-k8: 2 : pstate 2 (1600 MHz) [ 13.164876] powernow-k8: 3 : pstate 3 (800 MHz) Next time someone sends you a bloody report with output like this: powernow-k8: Found 1 AMD Phenom(tm) II X6 1090T Processor (6 cpu cores) (version 2.20.00) powernow-k8: Core Performance Boosting: on. powernow-k8: invalid pstate 3 - bad value 3. powernow-k8: Please report to BIOS manufacturer powernow-k8: 0 : pstate 0 (3200 MHz) powernow-k8: 1 : pstate 1 (2400 MHz) powernow-k8: 2 : pstate 2 (1600 MHz) powernow-k8: invalid pstate 3 - bad value 3. powernow-k8: Please report to BIOS manufacturer powernow-k8: invalid pstate 3 - bad value 3. powernow-k8: Please report to BIOS manufacturer powernow-k8: invalid pstate 3 - bad value 3. powernow-k8: Please report to BIOS manufacturer powernow-k8: invalid pstate 3 - bad value 3. powernow-k8: Please report to BIOS manufacturer Forward it to your damn BIOS engineers as requested so your customers don't have to call overseas for proper support! Dean Hilkewich
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