ASUS Announcement Regarding ROG Maximus Z690 Hero Manufacturing Defect

[btarunr]

ASUS is committed to producing the highest quality products and we take every incident report from our valued customers very seriously. We have recently received incident reports regarding the ROG Maximus Z690 Hero motherboard. In our ongoing investigation, we have preliminarily identified a potential reversed memory capacitor issue in the production process from one of the production lines that may cause debug error code 53, no post, or motherboard components damage. The issue potentially affects units manufactured in 2021 with the part number 90MB18E0-MVAAY0 and serial number starting with MA, MB, or MC.

You can identify your part number by referring to the product packaging: Please reference the attached image. As of December 28, 2021, there have been a few incidents reported in North America. Going forward, we are continuing our thorough inspection with our suppliers and customers to identify all possible affected ROG Maximus Z690 Hero motherboards in the market and will be working with relevant government agencies on a replacement program.



Thank you so much to everyone for your patience and support while we are working through the replacement program.
If you have any questions or concerns please feel free to contact ASUS customer service.

Contact Options

ASUS Support Website | ASUS Online Chat | ASUS MyASUS App - (Android or iOS)

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[Just Some Noise]

So Buildzoid was right with his thesis

 

[Chomiq]

So it's down to three bad batches? So much for isolated incident.

GJ on addressing the issue relatively quickly but they need to look into their automated QC because it should have been detected during the QC inspection.

 

[Kirederf]

So it's down to three bad batches? So much for isolated incident.

GJ on addressing the issue relatively quickly but they need to look into their automated QC because it should have been detected during the QC inspection.

I don't think it is just 3 bad batches. I think that serial range spans every board produces so far...

My Z690 Hero has a serial number starting with "MA" and it is made in China. But when I inspected my board the capacitor in question is placed correctly.

 

[tony359]

GJ on addressing the issue relatively quickly but they need to look into their automated QC because it should have been detected during the QC inspection.

Exactly my thought.
a faulty component (or batch of components) can clearly happen. But a component installed backwards should really not happen with today’s technology. And that’s not even a small one.

 

[Caring1]

Exactly my thought.
a faulty component (or batch of components) can clearly happen. But a component installed backwards should really not happen with today’s technology. And that’s not even a small one.

Easily done with automated assembly, unless the robots have cameras to distinguish the orientation of the part, it only needs the part delivered to it in the wrong position for this to happen.

 

[tony359]

I'm not too familiar with the automatism involved but seen videos where the automated QC is also taking pictures of the boards?

 

[Deleted member 24505]

Should not have happened. Big error from Asus allowing the mis manufactured boards to slip past QC.
The machine placing the parts should have caught it
The Photo comparison should have caught it
Final QC should have caught it.

 

[Tsukiyomi91]

at least they caught this fairly early on. Also shows us that even automated machines can have some oversight or flaws. QC should have inspect each board in detail.

 

[Kovoet]

They have found out what the problem was. Simple thing with a negative and postive put put into the board the wrong way round. Let's see how quick Asus turn this around as in customer service.

 

[Zubasa]

Easily done with automated assembly, unless the robots have cameras to distinguish the orientation of the part, it only needs the part delivered to it in the wrong position for this to happen.

In a way they actually do. Visual inspection is also automated now. @10:40

 

[Max(IT)]

Three codes… that’s not an isolated batch. A defective component could happen, but this is an almost non existent QC. You can literally visually see it mounted backwards.
On a €600 motherboard is unacceptable.

 

[Darksword]

I can see how it could have been missed. Yes, it is upside down probably because whatever human supplied the part to machine gave it to the machine upside down. The machine wouldn't know.

Also, just the to bottom and right of the capacitor in question is another component that appears to be upside down. So a human looking at it in QC could easily presume that both parts are supposed to be oriented in that manner.

 

[Alexandrus]

"will be working with relevant government agencies on a replacement program."
Huh ? What does the government has to do with this ?
ASUS are clearly on some sort of drugs.

 

[Chaitanya]

They have found out what the problem was. Simple thing with a negative and postive put put into the board the wrong way round. Let's see how quick Asus turn this around as in customer service.

Given how craptastic at best of times their after sales service is here in India, not expecting anything special but screw ups from them. Just the tip of iceberg of complaints regarding RMA I get to see about Asus.

 

[SirB]

So obviously they don't actually TEST THE F*CKING MB before shipping.
Bye Asus.

 

[Deleted member 24505]

Every company has these kind of things happen occasionally. I won't be ditching Asus for one mistake as i like their motherboards. Hopefully people who bought faulty ones will get them replaced. If i had one, i would just spin the CAP around myself, if it still did not work, RMA it anyway.

 

[Dr_b_]

The last 2 motherboards i bought, which were Asus, the x299 Omega, and the Z590 Hero, both failed for one reason or another, and had to be RMAd. For the omega, got back a scuffed up and not well taken care of refurb to replace my only months old new one which was in pristine condition, but the RMAd refurb did work. The Z590 just stopped working completely, and i got replacement that has been fine since

Asus has component quality issues, and QC issues, and RMA issues. When i returned the Omega, they just sent it straight back claiming it wasn't broken. Had to send it back. This is horrendous. Its a race to the bottom with these chinese manufacturers, instead of making sure their product works and has quality components, they invest money in stupid bling like RGB, LED screens, gaudy plastic and metal parts that serve no functional purpose.

When you gut your manufacturing base and let someone else do it for you, this is what happens

 

[bonehead123]

This is what happens when you rush shit out the door without adequate, professional QA/QC processes & people, just get it out the door so you can book it as sold, and let the consumers be your unpaid guinea pig beta testers

SHAME ON YOU ASUS !

 

[Deleted member 24505]

About 8 boards out of however many thousands they made yeah shame on them

 

[TheEndIsNear]

I just checked mine that I haven't put together yet and it has it backwards. Wth do I do now. Never had this happen. It was the same combo from newegg. This sucks.

 

[R-T-B]

"will be working with relevant government agencies on a replacement program."
Huh ? What does the government has to do with this ?
ASUS are clearly on some sort of drugs.

In some parts of the world, you'd return it to retailer as per local legislation and rights, and ASUS would credit them. So yes, makes sense. Local compliance is a thing.

I just checked mine that I haven't put together yet and it has it backwards. Wth do I do now. Never had this happen. It was the same combo from newegg. This sucks.

You might see if newegg would take it back. Otherwise, contact ASUS directly.

 

[Kovoet]

I for one have been using Asus motherboards since the P4P800E deluxe that's quite a long time ago 2004 I think and I have never had a problem. I have had almost every Maximus Formula boards till last year, monitor and GFX cards so I must be one very lucky guy.
But at least they are going to sort these ones out.

 

[Turmania]

Just buy biostar motherboards

 

[TheEndIsNear]

Yeah it wasn't 30 days so I could return it to newegg so I'm glad I didn't put it together.