Find our discussion with ASUS: ruclips.net/video/Z0ZoCYXmF0Q/видео.html Has ASUS or another company scammed you during a warranty claim? A lot of warranty rejections actually legally qualify as fraud. You can report it here: reportfraud.ftc.gov/ Viewers make these independent investigations possible. Buy a limited CyberSkeleton shirt! store.gamersnexus.net/products/limited-edition-foil-cyberskeleton2-cotton-tshirt (uses a brilliant blue and gold foil) Or consider grabbing one of our heavy-duty silicone soldering & project mats: store.gamersnexus.net/products/gn-project-soldering-mat You can also find one of our PC building Modmats with reference wiring diagrams here: store.gamersnexus.net/products/large-modmat-gn15-anniversary Or for some drinkware, get a copper-plated stainless steel mule mug with a thermal conductivity formula laser-etched in it! store.gamersnexus.net/products/gn-copper-plated-stainless-steel-mule-mug-thermal-conductivity-of-copper Watch our Scumbag ASUS video that started this last year: ruclips.net/video/cbGfc-JBxlY/видео.html Watch our EK investigation here: ruclips.net/video/8A7cykj0pCg/видео.html
Sapphire has scammed me in an RMA case, where they sent me a faulty, visibly used replacement. It was about an unstable RX 5700XT Pulse with heatstroke, 5 years ago. And once HP, where they scratched my 2170p, 10 years ago. Location: Europe.
I had a brand new Alienware 13 R3 that my cat ripped off a keyboard cap when I had owned it for only two months. Upon arriving at Dell's repair center they proceeded to tell me the mainboard and the battery were damaged and needed to be replaced. And I said, "okay, they are still under warranty so that's fine". (was actually incredulous that they said damaged instead of defective, as the machine worked fine and had good battery life) When they realized that the machine was still within their limited warranty they said "actually, it looks like just the battery needs to be replaced" literally in the same phone call. Like what??? Good hardware otherwise though. Miss that laptop.
Same happened to me a few years back with an Asus phone, I bought two identical phones from them and both developed issues with the touchscreen, contacting Asus about the issue they told me it was a "known factory defect of that model" then they told me to Wait because a software update would supposedly fix it. The update came, it helped like 5%, but it did not fix the issue. By that time one of the phones fell and the BACK Glass developed the tiniest crack on one of the corners, so small and so localized it wouldn't have reached the screen even if it was on the front! For that they only fixed the phone that didn't have a crack and claimed user induced damage. For a KNOWN FACTORY DEFECT! If the whole screen was shattered beyond recognition, after admitting fault they should still replace the the damn screen under warranty... I any case the phone wasn't unusable and I kept it but sweared never to buy anything Asus again, not a phone, not a mobo, not a monitor, Nothing.
Wtf, are there any normal people working @ASUS and Partners?? Happened to me a few years ago. Had a simple connector problem on a ASUS tablet. They wanted to charge me about 400 USD, because they destroyed the display at the repair center and blamed me for this.
Yup. Been lucky that nothing I've bought from Asus has been damaged or faulty, but it looks like I've been unknowingly gambling. Won't make that mistake again.
This been a fucking thing since.. how many years? But people KEEPS F$%^NG BUYING FROM THESE FUC#$%S. Not their first fuck up and not their first time being assholes.
I stoped buying Asus after they stole my cpu. I forgot to remove and literally notified them after I shipped it and they told me that the cpu wasn’t there. The “repair techs” are thieves. Oh and after sending my motherboard back from warranty repair, it still never worked. They tried 3 times until they finally sent me a new one. Ridiculous.
As an IT tech its insane how much more customer service you get (even though its still limited) if you work for a big governmental organization that is about to purchase hardware from a vendor. They roll over like good little puppies if they can potentially sell hundreds of laptops from various performance levels.
Steve - I work for a system integrator and I can tell you almost every single ASUS item we send in, they claim it's damaged in some way and make attempts to force us into paying for repairs. I've stopped recommending ASUS to my clients.
What brand would you advise? Recently got an 7900xtx aqua from asrock and my paranoia got me to check the screws on the backside. 2 of them were loose.
Everything they make now is also garbage. Laptops that used to last close to a decade in the past now barely make the year mark. Their entire brand is now... garbage. But these new issues have started rearing their head since 2019. At first i thought maybe it was a pandemic. Then i googled the CEO... Gee... i wonder why since 2019 asus went from aggravating to absolute trash?
@@DCG909AsRock is unrelated to Asus.. but for motherboards I'd suggest MSI, or AsRock. Just built a few days ago new system with MSI b650 Edge wifi mobo and ryzen 7600. Booted up straight away with old OS on nvme, no memory training (ddr5 6000 cl30). Came from MSI b450 gaming plus max and ryzen 3600 that have and are still working flawlessly after 5 years.
I will never understand how companies that have been in the business for years, sometimes decades think that "still learning" is anywhere near a reasonable excuse.
I bought a Lenovo laptop in 2013, and the hinges broke through the case. I sent it in for RMA warranty repair. They sent it back UNMODOFIED and said it was out of warranty. I contacted the BBB. Lenovo grudgingly replaced my case, and I have never bought Lenovo since.
Asus denied my warranty claim on an x570 motherboard because of a usb header bent pin, I paid $275 for the board, they then sent me a bill for $500 to repair. They are the worst, I will never buy a product from Asus ever again
My brand new motherboard (all seals in place, box in perfect condition) had a bunch of front panel connectors bent. Why? Because the antistatic bag it was in was pulling against the cardboard spacers of the box, and putting pressure on them. Great attention to packaging, isn't it?
My mobo cost my mom (chrismas present) $160 and they sent me a repair bill of 200+, the damages they claimed had ZERO to do with the reason i even shipped it in for
That's pretty shitty ngl, you could literally just buy a whole new motherboard at that point and a much better one at that. Like seriously just send a new one at that point.
Another insane story - thanks for posting. Can you send details and a brief timeline to tips at gamersnexus dot net? We'd like to include this in our research as we dig deeper. Thank you!
I've worked in repairs. Whenever a customer sent us a device (phones/tablets), we would triage and send the customer the estimate. If they reject it, we would still clean it, return it to the condition it was sent and ship it back to the customer. It always went back better than it came in. And sending back the device disassembled wasn't even an option. Not sure who ASUS is contracting out for these repairs, but their policies are not acceptable by industry standards.
@@GamersNexus It's almost like independent repairmen/small businesses have reputations to maintain or something. Love seeing big corporations being held accountable like this.
@@kazi1 It went well actually. After Steve's intervention, ASUS decided to send me a new 4090 with a bonus cable. It was actually air mailed to me so it arrived quickly. I'll always be thankful to Steve! I made a video on the whole story. You can check it out if you like.
"The paint on your walls has faded...and your roof is attached to your walls. You need to pay for a new roof or we'll have a guy come around and take your existing roof apart. Three days and counting, buddy"
German retail worker here. I work in a major electronics store here (similar to Best buy) and I also worked customer service for about half a year, almost every time we sent in an Asus device for repair, Asus either didn't repair it or claimed the device was damaged by the customer (which it wasn't) and in most Asus cases we just ended up paying the customer a full refund in our expense and getting the device fixed within our company. So yeah I can confirm it's just like that for Germany too...
This is interesting. Someone ought to sic the Verbraucherschutz their way because that sort of stuff ASUS appears to be pulling should be highly illegal around our parts.
You should report it because Germany has a LOT higher standards than USA on these sort of things. I guarantee you they are breaking at least a dozen laws doing this shit
@@mariobosnjak99 Yes, and consumer rights seem to be enforced in Germany, unlike the Netherlands where EU regulations no matter what often are just paper tigers.
Well, at least you folks take care of your clients. I worked as accountant in one retailer, fortunately, we didn't sell Asus, but I have seen problems with RMAs to the point, we actually billed one RMA to supplier, because they didn't want to admit clear manufacturing defect.
@@vanCaldenborghIDK if it's the same in the Netherlands, but for private customers (aka "Verbraucher" / "consumer") the mandatory 2 year warranty is to be directed at the SELLER in all cases, and NOT the manufacturer. This has "always" been the case afair. This means the SHOP/SELLER has to compensate the "Verbraucher" (unless you bought directly from ASUS) and potentially take a loss. And any problems between the shop and asus are now not covered by customer protection, but by whatever contracts there are between asus and the shop, and whatever business laws regulate such disputes (if any).
They totally wanted to replace the screen because the whole thing was basically a loss except for the screen. They wanted to charge 200 bucks so they could just pull a refurbished off the shelf instead of having to take the time and labor to repair it.
Thinking the same thing. I don't know why they just didn't do that and then keep the old unit to recert the good parts, but maybe the fact the case had some slight damage so the screen couldn't be sent out again because it obviously looked 'used'.
Agreed. That was how we felt as well - seemed like a way to make some money on a refurb and kick the unit down for parts. What's insane is the charging for shipping - that'd still be free as part of the original covered claim! And by insane, I mean possibly fraudulent.
Apple does the exact same thing - I worked as a senior advisor there for three years and if you sent your MacBook in for a repair on the keyboard, if you had any screen damage in any way shape or form, they would refuse to send you the MacBook back you would have to pay to fix bothand they wouldn’t send the MacBook back at all unless you paid to fix both. It was absolutely ridiculous and quite honestly theft.
It's why I love GN so much, they won't hesitate to call out scams or bad practices. They've ended lucrative sponsor relationships for less than what Asus is pulling now.
The fact that the claim dispute only allowed you 100 characters is insane and to me says they absolutely know what they’re doing and this is indeed malicious
Logitech did the same with me wih one of their forms. I couldnt explain my problem let alone a fair solution to solve it. Speaking of. A small sensor inside my shifter that it uses to work out which gear is selected broke its tiny flimsy plastic tab. They are usually worth a few cents each so I just wanted to pay logitech for a new one since i couldnt find the exact part elsewhere to buy. Seemingly they dont allow their supplier to sell them elsewhere. I was more than happy to pay 20aud for a bloke in their factory to take one out of a tub, slap it in a padded envelope and mail to me. Seems fair for a 2cent part. They repeatedly insisted i use the link to their online store to buy a whole new shifter for 80aud. I spent 300aud on a fanatech with hall sensors and binned the logitech as they refused to allow me access to replacement parts no matter the cost. It had no warenty as i bought 2nd hand and didnt have receipt.
@@eriksrensen6369 MSI is also off the list for obvious reasons... search for GN videos about MSI. So only Gigabyte and AsRock are left, and Gigabyte generally produces shit (had 3 GB gpus ALL of them died within warranty).
Woke up to this after a day of handling a 2 year battle with legal scammers. A your one of my heroes hell I just signed a deal on hardware you will review as soon as i find work to pay my part. On what your doing my man we need way more of it and I'm so proud of you for holding those accountable who need to be. Giving honest an an indepth view on things and led me to school for my certs. This is how you properly call out scams learn it love it use it. /bow
I'm going to keep donating and buying things from GN exactly because of videos like this. I'm never buying or recommended anything ASUS ever again. On top of the bad service and overcharged, asking users to write their OS password in plain text on paper that you send via mail is abysmally bad security, I can't believe, at a multi-million dollar company, someone looked and approved that form. At best this is utterly incompetent, at worst this is outright malicious, on purpose.
@@joeuma6403 - Agreed, but not just them. I bought from Scan UK - I posted this earlier.... I sent in a 2.5 year old ASUS SCAR A17 to ASUS UK Repair Centre (RTX 3080 16GB, Ryzen 9 5900HS, 32GB LPDDR4, 2TB RAID 0 M.2s, 2K Screen) - Original cost £2,799 - The laptop kept freezing in Windows. Their repair centre said the motherboard needed replacing and that was going to cost me £2,725 plus Labour, Admin, Shipping and VAT @ a further £564! Total: £3387 (Unbelievable!). In the UK we are covered when purchasing anything using credit. I'd bought the laptop with my credit card and was able to make a 'Section 75 Claim' that resulted in receiving a credit back to my card of £2,790. This money was subsequently charged back to the retailer who then had to sort it out with ASUS.
I bought a Zenbook OLED from them that was advertised as having USB4. When I got it their BIOS disabled USB4 thought the hardware was still there. It was documented and many other users had that issue in their forums. They played dumb and did not adress the issue. I said then and there I will never buy ASUS again and that is what I did. PS: Fortunately it was possible to enable USB4 later partially by a hack. There's a Windows tool that can enable UEFI settings that are not in the UEFI menu. Unfortunately I don't remember the name, but it had something to do with Ryzen. This proved that ASUS willingly disabled USB4 on that Notebook, probably to get you to buy the more expensive ones.
I am in Europe and previously had a ROG Desktop that went 3 times to repair and on the first two, they “discovered” a couple of non related issues but DIDN’T fix the issue in the warranty; only on the third time with a video showing it (email to the manager) and multiple printed photos, they did fix the main issue (RAM modules); my present laptop, when new went also THREE times to repair, on the first two they just did a system reset. On the third one I did what I did with the desktop and they replaced the main board. I was in total 4 months without the laptop. Good I still had the old one… So I see Asus still (DOESN’T) care about consumers. I must say Microsoft is extremely good on that (at least on my experience).
This cesspit of a platform keeps deleting my comments? I posted this earlier, but it got deleted: I sent in a 2.5 year old ASUS SCAR A17 to ASUS UK Repair Centre (RTX 3080 16GB, Ryzen 9 5900HS, 32GB LPDDR4, 2TB RAID 0 M.2s, 2K Screen) - Original cost £2,799 - The laptop kept freezing in Windows. Their repair centre said the motherboard needed replacing and that was going to cost me £2,725 plus Labour, Admin, Shipping and VAT @ a further £564! Total: £3387 (Unbelievable!). In the UK we are covered when purchasing anything using credit. I'd bought the laptop with my credit card and was able to make a 'Section 75 Claim' that resulted in receiving a credit back to my card of £2,790. This money was subsequently charged back to the retailer who then had to sort it out with ASUS.
Valve wins again. I have a dead pixel on my steam deck and they made sure to repair my deck with a perfect screen, new audio board, and new backplate, FREE of charge with the warranty. ASUS defenders malding
Valve wins again by doing nothing (besides honoring their commitment to customers under warranty), while a competing company plays mental gymnastics to do something dodgy yet again and loses.
@@crimesguy They didn't even need to honor an RMA for a couple dead pixels, most companies will deny it as being normal but they did and I'm very happy with my Deck OLED. Valve treats its customers right.
Asus defenders are real? Man my whole current build is Asus/Corsair. Great AM4 platform, just wanted all my gear to match up back in 21'. The shifty nonsense and overpriced mobo's offended me enough the last couple years along with the horrible post support if god forbid they want to do a warranty return. Cheaper just buying a new one! Don't even get me going about the Armory crate either....I seem to become a hater of every platform i've had enough time with hands on i don't know who i'll buy from next. MSI is even worse from my experience with repairs. $1900 laptop i only used for work had the decals peeling off after a month, burnt out the 1070 in a year. Valves a rare case for my "PC Gaming" experience. Just this last week a random issue with my cpu mounting bracket had me BSOD at random. Had to completely remount the entire CPU, brackets and AIO block. Low and behold its a common issue with my board.
Gotta be honest - I’m fairly new to your videos, but the complete transparency and honesty that you display in your videos while simultaneously creating the ultimate “up yours” video with 2 million views is exactly why I’m subscribing right now. Fantastic work. Genuinely excellent.
A friend started working at a warranty repair center. They cover several companies' products. The first step is to examine the product and determine a way to deny the warranty. They have incentives to find as many as possible to deny and are rewarded when the denials stick. So there's that.
Insurances are a fucking racket the concept of pay me just so youre covered if something happens is ridiculous to add insult to injury about it then it becomes a haggling event to get them to comply with a service youre paying for!
Yeah, but this is how it should work. If everyone who dropped their shiny new device in a toilet, and sent it in for a warranty return got their device fixed, how much do you think your shiny new device is going to cost you next year?
I sent in mine for repair simple joystick issue. turns out a little connector just below the SD card was unplugged. Asus tried to charge me £700 for motherboard repair. They claimed I had repasted the APU and paste was present on the motherboard which had in turn damaged the board. I rejected the quote and they charged me £45 to send my ally back. I posted this on the Asus Rog Ally Reddit and got hate for it with my post being bombarded by "fanboy" comments and eventually taken down by a moderator. Good this video has come to light.
I fucking hate company Fanboys I don't understand why they put effort into defending these Mega corporations. they are literally just a human on this planet they have one life and they're going to waste that life defending a corporation that wouldn't hesitate to sell them for $5 on the black market if they could legally get away with it.
@@lenscapes2755 I'm pretty sure I can count on one hand the number of tech company that has good to amazing customer support & RMA. 😅 At this point it's a matter of documenting what you get & having good customer laws in your country.
I remember 15 years ago people saying that its always a gamble with ASUS. "They make great hardware, but if anything goes wrong you are screwed." I have rolled the dice in the past with ASUS and never had an issue. I won't risk it anymore.
I bought a ROG monitor a few years ago for $600. After a year or 2 the monitor screen went black. There were 0 aftermarket repair parts so I sent it to ASUS. I was sent an Email saying the repair would cost $700. The monitor was selling brand new on Amazon for $550 at the time. My first and last ASUS product.
@@stevenmartin3656 That's why I don't get how so many people were persuaded to buy the PG32UCDM and soon PG32UCDP when you can get an LG 55 inch OLED C4 or G3 for the same price. The only differences - 120 Hz vs 240 Hz, Sound vs no Sound, no DSC vs DSC and turn on and off with remote vs without remote control. Edit: so overall a clear superior experience (size matters) except the turning on/off and 120 Hz which you probably will not even see/feel a difference and if, it's minor. The 4090 does seldom exceed 120 Hz anyways.
Lack of QAQC in industry is a big problem these days. A lot of companies are finding new creative ways to reject hundreds and thousands of warranty claims. Most popular one I've seen is where they simply change the model number each year and then tell you your 2 yr old product is outdated and ought to just be replaced.
"doctor, my son's fingernail is broken" ... "sorry maam, his teeth were misalligned, if you don't pay for the operation we'll ship your son back without teeth"
I saw the GPU thread on Reddit and everyone was saying to contact Gamers Nexus. Good to see you once again sticking up for the consumers. Its why I love this channel.
@@breakupgoogle4584 I loved their coverage on EKWB because I have had two of their pumps fail on me and made the mistake of buying their fav controller, which was complete garage. I didn't even know they ended up allowing returns because of how bad it was until it was too late
11:55 There is nothing too small for them to use and notice as an excuse to not cover you under warranty. There is nothing too big for them to miss when it would save you money via component level repair. What a dumpster fire of a company
Greatly looking forward to working with you and those you referred to us for future content, both about ASUS and others. I think we can do a whole series on these practices and hopefully filter the good from the bad (and maybe even get some policy or at least customer awareness of rights).
@@GamersNexusI'm curious to find out if Asus is outsourcing their warranty support to some shady third party to save money (and maybe use them as a scapegoat.) LG did this exact thing a while ago for their phones and needless to say their warranty support went to complete shit. There are multiple reports out on reddit and other sites of people getting rejected/scammed out of their repair from things like tiny scratches which were completely unrelated to the main issue (exact same way as in your video) I got scammed out of my LG G6 fingerprint scanner repair the same exact way as you (completely unrelated small scratch on metal frame/border of phone) yet this was an official/common issue with those phones! They completely shutdown their phone division shortly after due to losses, so it makes me wonder if it's indicative of the same thing with Asus.
I worked at a large online retailer. I sat in our direct technical customer support. Most, if not all ASUS RMA’s would be come back with notices of CID. Scratches, “too much dust”/dirty product, liquid damage, even assuming customer shaking the product too much… We changed our procedure to photograph all CPU sockets, ports, PCB’s of ASUS products, before forwarding, simply to help our customers from unfair practices.
No doubt, it created a ton of headaches for you guys as well, so that's your incentive to take those extra steps. Understandable and highly respectable.
@@larzblast Of course this was the first concern from the higher-ups. If we hadn’t documented any damages before shipping it further, the liability was ours. From my perspective, it was just nice to be able to actually help and protect our customers, now that we got the extra time allowed per case. But ASUS was notorious for finding the smallest dings and some even with more damage than was sent in. It really did seem like a giant scam from ASUS side. We had so many beefs with their RMA department.
@@affieuk Most online retailers aren’t stocking most parts anymore. They advertise whatever suppliers have in stock, then they either sell directly or repack and ship at their own warehouse. Essentially, most of the catalogue is actually not specifically put for sale, but comes from a database the supplier announces to their customers (retailers).
I've been avoiding as they're far too expensive compared to alternatives but now I'm gonna avoid them completely and make sure everyone I know does too fr
@@GamersNexus a year is MORE than enough time to redo systems. This is so much of an issue higher up the chain, and it's so sad to see Asus fall from what their reputation used to be. They were my go-to for years.
I want a tshirt with a comic cell of the scene of steve asking "Can you see this? Do you have the zoom lens on?", next to a picture of ASUS's integrity.
Brazil retail worker here. I work in a major electronics store here for almost 9 years. Every time we sent in an Asus device for repair, Asus always deny warranty saying that the product is damaged by the customer.
Its not just Asus. At this point I have not had a single accepted warranty since the late 90s. Last year HP did this to me with the same reason (slight damage in the plastic caused by manufacturing error), fun fact: after paid repair they returned the laptop damaged. 4 Years ago MSI did the same (claiming that a short in the power plug + magic smoke was customer damage) and about 7 years ago Asus (heat damage to motherboard caused by proximity of heatpipe to one of the capacitors on the board, claimed that said heat damage was caused by me dropping the laptop). Every single time I had to pay for the repairs at least 25% of the price of new device. Its also sad that all those devices had manufacturing and/or design issues that required repairs during the initial warranty periods.
These problems start from the management teams at the repair centers. I’ve know some ex-employees who were verbally abused by their managers or even most recently mistreated, brushed aside and made to feel worthless, and forced to take paid leave for serious health or family issues. They should seriously and deeply review their middle management people to root out this longstanding and toxic culture. The kinds of reviews they give their staff, the seriousness they take feedback from frontline workers. These issues you talk about today are derived from poor management and will continue to happen as long as they’re there. I for one feel sorry for their front line staff, but not for any middle or upper management. Company culture is a power grab, but many staff and customers become the victims.
25 years ago, ASUS entirely shut down customer forums rather than deal with rapidly increasing levels of customer complaints about issues with their TNT2 video cards (coupled with being called out about gaslighting customers) Good to see the attitudes haven't changed
Wow! If I could please ask, could you elaborate a bit more on this? TNT2 and other instances dating back 25 years! It feels outrageous to even hear that they shut down forums due to too many complaints.
@@CallMePaine It was pretty simple. As more and more people reported the same problems (stuttering, various other issues) and criticised Asus for not responding (their TNT2 cards were priced and marketed as a premium product above most of the compteition), the video card forum was simply removed and as complaints then spread to other forums, they were removed entirely, replaced with Asus announcements _only_ IIRC it was eventually worked out that they'd packed so much stuff onto the boards that the AGP slot couldn't feed enough power to keep the regulators happy, leading to homebrew mods to add direct feed from the PSU (although most people just dumped and moved to geforce) As for "outrageous", this was standard practice in the 1990s for Taiwanese companies. As soon as bad news or public criticism happened they'd simply go into turtle mode. It's pretty much standard practice for Shenzhen companies today too This isn't a unique thing. Japanese & Korean companies _were and are_ even worse to deal with and it's not uncommon for them to start firewalling emails from media or "annoying" users (ie, those asking difficult questions) Also about the same time (20 years ago), gpl-violations started taking legal action against Taiwanese companies and ran into similar issues - Harold prevailed in court every single time despite this and forced hands by using those court decisions to block EU imports of offending items. Unfortunately corporate memories are "short" to put it politely and obstructionism is still common
Hopefully someone finds a way to create a company that sets the standard for warranty processes, and sets ratings for that. In Sweden the general review standard is "trustpilot" (probably a bit international). So if a company has bad reviews on trustpilot people will avoid them. Trustpilot checks that you bought from the company and then gives the company 0 influence over how your review is shown. If this was done for warranty matters, it could give people great insights in how shady Apple, Samsung and Asus are with their warranty claims.
@@user-do1hk7mg5y It's called Amazon. They litterally take back and refund faulty products or replace it without any questions asked. 100% prefer dealing with them than directly with shady manufacturers (TBH MSI not much better than Asus in my experience)
I work for a private company who does contracted warranty repair work for various big name brands (HP/ASUS/Acer/Lenovo/LG/Dell/Apple/etc.). I don't know what ASUS's internal warranty repair staff do, but I might be able to comment on the reason that the repair detail sheet had so many (seemingly unrelated) faults on it. Typically with these companies, their service center management programs are asinine and clunky (to say the least); in order to get parts from the company to repair a device, the part has to be marked against a specific fault which was found during diagnosis (the process would be the same for the inhouse warranty center, if they have one; they likely use third party contractors like me). I almost never get to just email the company and say "Hey, this and that are broken, please send these parts for me to repair the device". I instead have to log in to the repair portal, add all the problems that I found during the diagnosis phase, then select which parts are required to rectify the fault (or sometimes the specific parts are "preallocated" against a fault, so if I report "screen damaged", that would mean the company would automatically send me the screen and case assembly to repair the device, in this instance). I also *do not want* to repair a device, only to have the device still not work after replacing the parts I "ordered" to fix it. This results in delays, missed SLAs, and poor metrics for our company in the eyes of the manufacturer/vendor. So, using the situation at hand with the device in this video, I would want to replace not just the left joystick, but also the IO board for the joystick (the problem could be with one of the ADC chips which tells the CPU the location of the joystick, one of the connectors for the flat flex cables, etc. etc.). Knowing that the left joystick had a fault, I'd also want to replace the right one, too, (it's almost certainly from the same batch and has seen the same amount of use, so it's worth replacing it now instead of causing another RMA case if it fails in the future). Then with the SD card fault, it could be a faulty SD card slot, but the issue could also be with the circuit on the mainboard, too. This slot is soldered directly to the mainboard, so it's not like a separate item which is easily replaced. It's simply cheaper and more cost effective to replace the entire mainboard, rather than to try and do a component level repair on the SD card slot itself (also, vendors almost never make components available to you for repair, the labour costs would be insane when compared to the cost of the entire mainboard). "Connector broken" is likely so that they can get/allocate the flat flex cable which goes between the two IO boards (connector could also mean any of the internal connectors, not just one of the external connectors). "Mechanical assembly problem" would likely just be a generic "fault" which allows you to then allocate miscellaneous parts (in this case the insulating mylar tape for one of the connectors/cables/or battery). "System noise" would also be a generic "fault", so that I could allocate new tape for one of the connectors/cables/battery/etc. "Gap abnormal" would be another generic "fault" that would be used to allocate one or more of the case components (RGB rings around the joysticks, buttons, screws, springs, etc). All of this is to say that the repair technician likely diagnosed the fault, decided what parts needed replacing, then just added whatever "faults" were necessary to the repair job in order to get the parts they need from the company. It sounds insane (because it sort of is), but it's how these processes work in the background. This usually results in reports to the customer which look like this and can leave you scratching your head about all these "random" issues which seem to have magically appeared with your device. As for the case damage, I agree that in this situation it is patently insane to reject an RMA because of such a minor dent on the case, however, I do run into situations like this (particularly with Apple). If there's any amount of CID on an Apple device (other than light wear marks on the screen or bezels from normal use), Apple will fight me on the repair. The issue I have is that if I repair a device with even minor CID on it, I risk Apple not paying my invoice for the repair, I will have to bear the cost of the parts, and I risk my status as an Apple Authorised Service Centre. I don't get to reject the repair because of CID, I just have to report it to Apple and let them decide what they want to do about it. Unfortunately this can result in situations like this one, where the company decides to be massive a-holes about it, and attempt to reject the RMA. There's unfortunately not a lot of advice I can offer in situations like this, other than to clean the device with a dry cloth before you send it in for RMA (even a little bit of dirt can make minor damage look more prominent), and to push back. Clearly state that you do not care about any cosmetic issues with the device, and that you don't want them repaired unless they are covered by the warranty. Argue with them about the fact that the minor damage does not affect the function of the device, or that it has no bearing on the issue which it is being sent in for; and finally, play dumb. *Do not* admit to anything that they might be able to use against you. Don't tell them it fell off the bed and landed on a pillow, don't tell them that you dropped the device 6 months ago but it's been working fine since, don't say that you cleaned the screen with a wet rag, don't say that you left your device in your hot car, or that you don't use the factory charger, etc. Answer their questions with the minimum amount of detail that you possibly can, and remember, the problem *always* started during normal use of the device, and not following some event or other. You were just using it as per normal one day, then all of a sudden the joystick stopped working/the screen went black/it turned off/it got hot/etc.
I gave up on ASUS in the ivy-bridge era, went through 3 different RMA on Z77 chipset boards, one failed to post, one didn't read my memory. and the third didn't detect my GPU. I got frustrated and got 1 MSi board, and everything worked flawlessly.
Asus gaslighting their customers: Asus: "Remove drive as we will delete everything and the device may not work any more." Customer: *Removes drive Asus: "You have voided your warranty. You will need to pay for repairs."
same shit as Samsung. if you send your phone in service, they will most likely erase your data. also you are not owning the phone, and you had to send the charger as well, back in the days where they were still offering chargers with purchased phones. Today we harvest what we paid for starting back in 2000. there are no regulations whatsoever.... maybe more so in Europe
$200 extortion penalty for what is basically a fingernail indentation - Steve should also report ASUS to his state's Attorney General of Consumer Protection and have them go after them as well.
@@Golecom2 "This unit appears to have been removed from the packaging and used in multiple environments, which allows and encourages accidental physical damage to the outside of the unit, which can then cause damage inside that is not visible, and anything could happen really. So, unfortunately, this exposure to the elements voids your warranty on the device. However, we can repair the device at your cost for the original MSRP price, plus a 20% assembly fee, to bring it back to working condition. Would this be acceptable solution for you?"
opening a product should not void the varranty. when something is factory defect no matter how much you open it its still going to be a defect and obvious one at that. so them claiming this is pure corporate greed and digusting practice as always.
such minor indentations can literally come just from disassembly by a company's support tech with specialized equipment and using proper procedures and shipping can cause that even in original packaging it's borderline fraudulent to even call that a defect worth rejecting a warranty claim over
These enterprises need to be criminalized and put out of business, people need to stop buying from these criminals and they need to PAY in justice for their scams and stealing fooling people everyday! Communities unite everyday for useless reasons they should unite for this too and make boycot and legal complaints against these kind of people! Asus has been doing criminal bs for way too long now.
*THIS* is what tech journalism should do. Journalism. Not "review the latest product for clicks with click bait titles and completely ignore what happens to customers after buying the product".
Problem is, the majority doesn't want that, as evidenced by why a channel like LTT still has way more following than what GN has. Also considering the latter's partnership with ASUS, watch Linus downplay this whole thing like what happened last year with the exploding ROG mobos.
kinda reminds me of System Shock 2 and the vending machines on that coffin-turned FTL-spaceship...horribly expensive and "thank you for choosing value-wrap!"
Steve, please consider building an "ethical/safe brands" dashboard. It's so hard to know what brands are worth the risk and we don't usually have the means to take these companies to task over it.
Problem with doing this is everything is so transient when talking about corporations. And him putting something like that together is putting his neck on the line if things end up going south for a company that was once good.
I mean, this sounds good in principle but in practice, is impossible to monitor. It's easier to track the bad ones than the "good" ones. There's also the very likely scenario where it's impossible to build a PC without using a part from one of the "bad" brands.
The amount of these "ASUS RMA scams" that I've seen on Reddit is insane. So many r/ASUS threads about sending an Asus product in for RMA and it getting denied to to an unrelated issue that was not even mentioned. It's crazy how they get away with this...
I bought a almost $3000 laptop for work and it died 6 months of owning it. Sent it in they said since the top of the case had a few surface scratches on it they deemed it physically damaged and sent it back disassembled and quoted me $2700 for the repair and $75 for a diagnostic fee and another $50 for shipping. Talk about a shady company. Took it back to Costco for a full refund
@@ccramit that's Costco's policy you get a two year warranty as part of your membership. If it's not physical damage and the item breaks you can return it
No, they start with "You need a new Frammitz valve." Or, "We see this all the time. It's a Disgronifier. That will take 20 hours of labor and will cost $3,000 because the Disgronifier is not covered; it's a wear part and not part of the drive train." They tell an unsuspecting customer all of that with a very "serious" look on their face and wrinkles in their foreheads, showing their concern.
As a car mechanic myself it’s my job to report anything that doesn’t function as it did when new. The problem lay when certain dodgey mechanics don’t outline just how broken the part is and how necessary or soon it should be replaced. I always always report the severity and how it may effect safety or fuel efficiency. If your mechanic doesn’t report those factors and says to you a part MUST be replaced no questions asked, go somewhere else.
Milwaukee did this to me on a cordless 15 ga finish nailer, @ 0:54! The nailer that i paid almost $400 for was still within warranty for a year. It wouldn't set nails all the way, i sent it in for warranty repair and they sent it back in pieces saying i exceeded the limit for how many nails can be sent through the tool! Nowhere does it say anything about how many nails can be sent through the tool to keep it within warranty. So they sent it back to me Disassembled! It worked when i sent it in, just didn't set the nails all the way. Got it back in pieces! I'll never buy another Milwaukee tool again!
I work as an RMA technician at a custom PC shop in M'sia. A customer had an issue with their ROG RTX4090 Strix HDMI ports not working, both of them. DP was working fine, just the HDMI ports. We sent it back to ASUS expecting them to "fix" or replace it because the customer bought it in early Nov last year and we sent it in late March. To our shock, they gave a CN(credit note) for it instead, and not even the full amount, only like 70% of the original SRP. Customer bought it at around RM11,500+/- and they gave a CN of RM9300. This did not sit well with the customer to say the least. As a gesture of goodwill, our boss replaced the customer's 4090 Strix with a new unit of our own. ASUS will keep losing customers if they don't change this kind of "RMA process".
I had terrible experience with ASUS RMA in Europe almost 10 years ago and it was similar even then. Got an HD7970 Matrix Platinum blah blah blah their flagship. It died after 3 months and after a month of RMA they said the store I bought it from will just refund me which couldn't even buy the same level of card... I've not bought a new ASUS since. My current card is Asus but it was second hand with no warranty so it doesn't matter...
Got the same with an MSI 4070ti... One of the 3 fans didn´t work anymore and the other two going at 3200-500rpm. Send them in and after 6 weeks they said: "can´t be repaired or switched to an new one anytime soon" and gave me 685€ back... (from 998€) Learned a lesson there.. if i can fix it myself, i´ll do it! The original fans as a set were 80$ and i think 10 screws or so.
This is a 3rd party company named Chem USA that Asus contracts for warranty fullfilment. Asus essentially grants them the ability to decide if the issue is covered under warranty or not. I do warranty repairs for a few companies at a 3rd party company. If we complete a repair out of warranty, we get paid, NOT the Manufacturer. Warranty repairs pay about half as much as normal invoiced repairs. So it's pretty clear this company is trying to deny the warranty so they can invoice the bill for themselves. To be clear though its still Asus's responsibility.
I would like to find out what other company contracts Chem USA for warranty, and see if the experience is similar. Also, the language on their website is not great, lots of misspellings.
See, im going to SLIGHTLY argue this. I dont know if ive just gotten lucky? or maybe asus loves me? But, i have NEVER had an issue with any RMAs through them, or any products of theres. I have been buying ASUS motherboards since 2012 for ALL of my systems. My first one I ever bought, that I still have, that is actively being used in a server as I type this, is a Crosshair V Formula Z. My current gaming right that I built a year ago has a Asus TUF whatever in it, no issues. I had to RMA a board for a faulty RAM slot on my parents build I did and had a replacement back within a week, no charge or anything. So maybe ive just gotten lucky. But I have seen ALOT of others have issues and Im like what are you people doing to cause this? And I guess Steves video shows it clearly. I digress, Im going to still buy asus's motherboards because ive had great luck with them. fingers crossed. OH YOU KNOW WHAT. now that I think about it, the Crosshair MOBO i have did have one RMA as well back in 2013. The bios chip died on it and i needed a replacement. whats cool about those mobos is that the bios chip is swappable. you can remove it and install a new one. so i put in an RMA for it, they sent me a new bios chip ready to go free of charge and its been fine since then. Took less than i week from what I remember. maybe im just lucky.
I have also been scammed by Asus by receiving a monitor with broken gsync - this scam was was initiated by a problem at Nvidia as they gave Asus a bad file, but Asus does not want to fix the issue and you can't flash a fixed firmware to the monitor because there is no updated firmware or way to update it. Piece of garbage.
Asus used to make great products, and their motherboards were my brand of choice. But then various cautionary stories about their products started to surface. I was also really unhappy with the insane stock overvolting on their Z490, although the build quality was fine. A few years ago, I bought an Asus laptop, and the power button stopped working mechanically after two days. I returned it and decided never to buy from them again. This video has further reinforced my decision to distance myself from them as much as possible.
Thanks for this video, Steve! I "HAD" an ASUS Dual GeForce RTX™ 4070 Super EVO OC Edition for $589.96 in my Amazon shopping cart. While watching this video, I went and changed it to a PNY GeForce RTX™ 4070 Super 12GB Verto™ OC for $579.99 even though the ASUS has an OC mode: 2550 MHz (Boost Clock) Default mode: 2520 MHz (Boost Clock) compared to the PNY of Clock Speed 1980 MHz & a Boost Speed 2490 MHz. The slight advantage for the ASUS is offset by the possibility of needing to RMA the unit. I'll take the slower speed with the chance of a better RMA from PNY if needed!
I sent my ROG Ally Z1 extreme last year to fix the SD issue. It was sent to their warehouse in Netherlands. They sent it back to me after a week and said they found no issues. I went to the local shop ElGiganten and they actually got it repaired after a few days. Then I sold it and got myself a Steam Deck OLED. Never touching ASUS again.
Lol the ending where you bought a Steam Deck instead cracked me up! I have had horrible experiences with Asus hardware from phones to laptops to motherboards that when I heard they're making the Ally my first thought was how long will this shit last before something breaks as is their usual MO. This was the main reason I opted for the Steam Deck instead of the Ally as well and I've had no ragrets.
AllyX fans are sissies they said the sd card problem never exit and ally x is destroyed deck oled ?! If steam deck was 2021-2017 and will still had softwares after deck 2 how did asus was really destroyed him ? Asus, ayaneo, GPDwin and other Chinese devices are joke million model in less than one year ?! If steam deck had 4 models this not a pc console but a toy cheaper than gaming phones
After watching this video I agree 100% SUS, and I can say I've gotten better customer service from random eBay, and Aliexpress sellers when something has gone wrong.
Asus absolutely destroyed the pins on my motherboard when I sent it in. They wanted $130 for the repair in total. They still have my motherboard and we're still going at it about what happened. Glad you made this video GN!
@@edman79 don't waste your money rma'ing your motherboard because it will get rejected. My advice is to buy a new motherboard from a different brand. And if you are willing to go through asus again, buy a warranty through the retailer.
They explicitly told me over the phone that if there is physical damage but it's not related to the functioning of the device or the problem you're sending it in for, it does not void your warranty and you should be fine.
@@benneboii8117 You know nothing bros - It sounds wrong, but it is in fact legal. Paying for attempt, service, consultation, whatever. Same thing happens with most paid services. Like doctor visits paid from your own wallet - They get the same amount of money from you no matter if they decide to help you or not. Give them money, but expect nothing back. They just deserve it man... I know it shouldn't be legal, but it is. You would be more likely to get consequences than them. Customer, patient or client rights - It's all a joke to the law. Can you afford a better lawyer than them? Likely not.
You should do a video where you purchase a brand new ASUS, open the box then close it up and mail it in saying there's a "problem" and see what they say.
This actually happened to them not long ago with newegg I think. They bought a motherboard and ended up not needing it and sent it back and they said the pins were damaged. I can't fully remember the details though
Or don't even open the box. Slice open the seal but don't open it; then just hand it to the UPS or FedEx guy for taping and re-sealing. Film it all without jumps or starts.
Fun fact, companies in the PC space doesn't want to see what happens when lawyers learn about it. They want to act like car companies, well they better hope they have legal departments and cash reserves like car companies. I've learned from Lheto's Law those warranty acts have fee shifting provision. Meaning lawyers will take warranty cases on commission, without the customer paying a dime. There's literally a business case study about Nike getting sued as a means to put the rest of the industry on notice. Louis Rossman has probably been waiting for the opportunity to do the same to the PC industry. Apple is crafty enough and has enough money that they're not going to be the sacrifice. ASUS just volunteered!
@@arthurmoore9488 Can you give me a set of search terms or a date range to look for regarding that Nike lawsuit? I've been trying to find information on it, but all I find are articles about Nike's trademark lawsuit spree.
I'm so glad I saw this video pop-up today on my recommended videos from my subscriptions... I was about to pull the trigger on a Strix Scar 18 with the 4090, to replace my aging desktop and laptop. Guess I'll be paying more and taking my business to MSI yet again for their comparable model. I've had a 17" Dominator Pro for close to decade now, and it hasn't let me down once. Thanks for doing the work on making my decision for me, Asus. Almost made a nearly $4,000.00 mistake. I also won't be using any Asus motherboards or graphics cards for future PC builds I do for friends and family. Awesome work, Gamer's Nexus! Appreciate you guys as always!!
As an IT advisor for a little over 200 companies in the Tampa area, I always tell my clientele to avoid the first iteration of an electronic product. Now I have to tell them to avoid yet another entire brand of products.
Regarding home appliances I just heard the opposite. Contractor was installing a new microwave and said you can bet they cut material costs after an initial launch earns praise. Just noticed the newer versions of the same model pickle ball paddle I own is significantly worse in quality than mine, too. I'm sure various industries are more prone to "testing in production" and fully agree w your statement.
Razer launched their blade series and their chargers for a LOT of iterations had problems where they would just catch fire, happened to me a couple weeks ago, couldn't believe so many people had this problem too
@@WiFilia That was also the case for some SSD drives where it turned out the company (i cant remember the name) changed out inside components but left the original model name. It was misleading because initial benchmarks were very good, but cheaper revision that was sold 2 years later had horrible performance.
I'm in Australia, and had a pretty awful issue with Asus some years ago, my monitor had died right near the end of its warranty period, I had sent it in for repair, they had it nearly 6 weeks, and then said that they'd accidentally ordered the wrong part to fix it, and had to order new parts again, and then when those came in, they tried to charge me for them because they said it was now outside the warranty period, because they'd had it nearly 2 months by that point. Took lodging a complain with the ACCC (Australian Competition and Consumer Commission) to get it resolved and fixed without charge
im also in aus and i had a pretty good experience with an RMA on a wireless keyboard after the bios update meant the media wheel stopped working all devices. got a brand new one after about 9 days after providing a description to the vendor. So the claim wasnt done directly through asus but the issue was resolved without any major drama
If you were to use an electron microscope to view the molecular structure of the outer casing of the unit, you may possibly find additional damage. They should have went deeper into what was causing the microscopic structural damage, and not focus on the actual faulty parts.
We need more of this. I'm so tired of needing to force escalate situations to management for simple RMA requests. Corsair has screwed me over numerous times now, PC has been a brick for 3 weeks waiting for a warranty replacement CPU cooler, I had it for less than 2 years and the pump starts to fail, they sent a DOA replacement, swapped back to my original cooler for the time being as it was still working just making a lot of pump noise. Well now it doesn't work at all, coolant stays at 70c even when the PC is powered off for over a day. It was over 90 messages back and forth with Corsair to make this right, they sent a second replacement cooler, after a week of arguing. The second cooler has been "in shipping" for about a week now. Had to order a cheap aircooler off amazon to hold me over till the RMA arrives, which was the least stressful part, because amazon is going to take my used air cooler back with no questions asked and give me my money back.
Thanks! I recently bought a custom build and their packaging extremely lacking. NO internal foam. Only on strap of tape on each side with one side breached. I could go on.
that is why you shove your money towards honest builders...this rig I´m writing from...ordered it on 20th december last year...and got it on the 24th. Personal delivery right up to my entrance door at around 8pm. THAT is service.
In October of 2023 I experienced a LOT of the same issues with Asus's warranty service. I sent in a motherboard because I narrowed down my troubleshooting to the board being the problem. When they got it they claimed it wasn't covered by warranty because of damage to the board. I took a picture of the board before I sent it in luckily and it was not damaged. After a lot of back and forth I finally got them to send me a replacement for free (they wanted to charge me more than I paid for the board to "repair it") and when I got the replacement in the socket had bent pins. I was so fed up at that point and had already replaced the board with another brand that I didn't bother fighting it.
Email it to us! If you can send us a timeline and a brief description plus any photos or evidence and documentation you have, we can make use of it. tips at gamersnexus dot net. Thank you!
And that is how they win never just give up And small claims court is a great tool for such I'm dealing with that and beck arnley parts with defective ball joints atm with less than 8000km on them and the asshats trying to blatantly deny warranty well it will cost them $$$$ just to send a lawyer to court regardless plus they are in violation of the magnusson moss warranty act so ultimately even before the lost sales since I will be doing a full article expose on their stupidity the cost to them will be massive ve the $450cdn for the 2 lower control arms meanwhile had they had any common sense they could have easily fixed it dirt cheap by just shopping out 2 replacement ball joints retail value if under $50.. and I wouldn't have bothered charging them for the added labor to install such since that would be fairly quick and easy but since the entire LCA assemblies need to be replaced with MOOG brand instead now that means more labor and a full alignment again so the cost for such will be added plus compensation for the hours of my time they wasted due to their asinine arrogance
@@Gobbbbb Couldn't agree more. None of the big players are "good" anymore. We just have no choice but to choose the best of the worst these days. Which is so sad.
About a year ago, ASUS pushed out a BIOS auto-update to one of my friend's ASUS laptop, resulting it to be bricked, because it installed the wrong type of BIOS. (It was later determined that the laptop pulled the BIOS simultaneously with a Windows update and installed it without asking.) I tried to help out my friend, so I sent it back for them to fix it, since it was their update that broke it. They charged me anyway for the BIOS reflash. Also, they corrupted all data on the laptop and for a bonus, they bricked the battery inside the machine. Then they made an offer to repair it, which would have cost about three times the price of that machine. Truly next-gen customer service. I swore on that day to never buy anything ASUS branded.
Genuine Q: Y T F does Windows update has Bios write access ?! And how would someone disable ANY Bios access? Is it a "special" preinstalled Asus version of Windows or all Windows version?
Only ever bought four Asus products in my life. A first model Geforce (ok), dvd burner (ok), rx580 (nok, store refund) and couple of days ago tuf gamig b550m-plus wifi ii. Out of the box and chipset heatsink was only in place by one of the two plastic screws. Other screw wasn't attached to the pcb or came out during packing or shipping. Popped the screw into place and let's hope chipset is ok. Tomorrow will assemble pc and praying. Doubt i will ever buy Asus again because i'm not impressed with quality control out of box and when it happens the probability of rma support is high and we all seen how it is. Thank for the video guys.
I own a computer sales and repair shop in Canada and have been selling ASUS products for 20 years. We send customer laptops for warranty repairs on behalf of our customers instead of making them go through the process themselves. We have had a few instances similar to this where they will not want to repair the laptop due to "customer induced damage" not related to the repair. It's definitely frustrating as we then either have to cover the repair for the customer, or explain why their laptop is no longer covered under warranty. In most cases we end up getting the laptop back unrepaired and repairing it in our shop for free for the customer. Customer satisfaction is the reason we stay in business so we end up eating the cost to keep them happy. We still make sure to tell them about ASUS's behavior in the process however. I'm glad your are bringing attention to this issue as it's getting worse as the years go on.
Logitech made a bad choice for buttons on a very expensive mouse. Their “eco friendly” way of dealing with it was giving me a new one. Just before the warranty ended, the replacement developed the same issue. The shop said that Logitech wouldn’t repair it and since I already got replacement they wouldn’t replace it again. I pleaded for the shop to at least attempt replace the button switches from a cheap donor mouse, which they did. After about 10 years that mouse is still working. I am grateful and have high opinion on the shop for going the extra mile to do what Logitech had to do in the first place.
@@chicherich G700? I know the the switches they used before refreshing to the G700s model were trash and the way they did the side buttons was a single piece of plastic that was molded into risers with the buttons on them, so if was a 100% failure rate for the side buttons due to material fatigue if you used them a lot.
@@BHFFS I tried... when I reached out to support, they told me the warranty that came with the laptop didn't apply, since I had purchased it (new) from best buy. I later brought it to best buy, where they proceeded to tell me there wasn't anything they could do, and told me to send it to Asus... I got screwed by both companies, and i'm still out 2,500 because there literally wasn't anything I could do.
In 2016 I bought one of their gaming laptops, it was not cheap by any means. Brought it home, started testing it. THANK GOD my friend asked me to give him a call through Discord. Tge mic wasn't working at all. In non of the programs. Even in the mic settings in system it wasn't picking up anything. Brought it straight back to the shop I got it, they were hesitant and asked me if I wanted to send it through warranty. I was like NOPE! Gave me a new pne no problem, but I believe it was a luck...
@@stillred From my experience, laptops come with a lot of bloatware and shit, and sometimes stuff doesn't even work properly. I had this experience with my Lenovo y50-70. This is why I do a clean install on any windows laptop I get.
I have been in a battle with Asus since August 2023 over my laptop. I too have had to send it in not once but twice for the same repair and the first repair did not even address the problem. Only after contacting everyone and posting on every blog I could get my hands on was I contacted by an Asus CEO repair person who is handling my case now. I am currently waiting for possible replacement offers this week.
Ironically, that same situation happened to me with MSI. 99% the same. I only got results after I told them exactly what was wrong with it, returned it twice and dealt with a different person.
a ceo repair person? is that an actual executive type position or is that just a title they give to one of their level 2 support ppl? It their company is like most, they outsource most of their support ppl to india/phillipines and when the customer is aggravated enough they finally relay them to someone not overseas who tends to resolve the issue easier than their overseas counterparts
I am dealing with the same problem from over an year for a Rog 6 phone. I paid 22k INR as per their initial quote for LCD and back panel and immediately after that they sent another quote that I need to pay for 50k INR for motherboard although my phone has no issues when I submitted the phone. (Alarm was working, phone calls I could hear, there was a damage only to the top left near camera which made me feel that lcd stopped or loose connection). I had no scratches on the front screen still I thought I had to pay so I paid 22k (Lcd + back panel).when they asked me to pay for 50k more for motherboard I was like dude the new phone cost is 47k INR
I sent my laptop in for a bad USB port and they said "oops laptop is totaled" and they did the same thing. Gave me my laptop back in pieces after months of run-around with no hard drive
I had a case in Denmark where I sent in an Asus motherboard for an RMA. The motherboard was not powering up. Even RGB was not turning on. Everything was pictured before shipment, and the guy in the store did a check of CPU pins with me. Nothing was broken. Later I was presented with a repair of the pins that should had been broken. Asked for a picture, but that they would not provide. So I sent mine, and asked for the surveillance from the store, that backed up my case. And then finally they swapped the board. Without the store video, I would have had a hard case proving I did not break the pins.
I was just commenting that I had a very similar experience with them around 2014-2015. Claimed I had bent CPU pins, but I did not have photos and I stupidly paid the ~$200 they demanded to replace the socket. When I received the board it would not even POST, and I decided to cut my losses after ending up with a $500 paper weight. I have made a point of never buying another one of their products.
@@rath6375 In my opinion, with the tech knowledge I have. I was surprised as well how a bend pin could do damage to a part that would affect the RGB lighting as well that always starts lighting up no matter if a CPU is inserted, what i also commented. I was replied to in my comment stating that a bend pin could do such damage. They replied the pin was shorting out. The board had been working for 1 year untouched at its place, so a sudden bend pin would also have been an odd sudden fault appearing.
As a former Asus repair tech in 2010... What the heck is going on over there? I had a laptop come to my station that was bent 40° and I was told to fix it. I had to replace every single part 😂. I had another come in from a military vet that had thought he could fix it himself and forgot how to put it back together and I had to put it together to diagnose it to them replace the motherboard and a fan. Back then it was just fix it and send it out no questions asked.
My wild guess is that It seems they have some sort of commissions so they quote all the possible bullshit they could find, so when the customer pays for something, they will get some percentage out of it. That's the only possible way I could think of that made someone do a f-up this hard.
Back then Asus gave you a direct line to engineers and would rewrite drivers on the spot. This level of care is how they got to where they are, but now of course, the suits think they know better.
New management trying to save and make money these people pop up now and again until stuff like this exposes them to shareholders and get them removed???
Has to be cost cutting, as sad as that is. Support is the most costly part of the product lifecycle that makes the least money (0), so companies have found that they can simply not prioritize it! Those with means will purchase a new product, while those who don’t are out of luck. Short term thinking leads to alienating customers and long term damage. ASUS used to be a respected brand and this tech is why, customer care! Shame for being another NPCorp.
@@Mika-Fresh well sure, but GN are being deliberately shady here, feigning innocence while self-reporting and then making a song and dance when the other party is being shady in response
I had a similar experience with my Dell 3510 laptop. It, it was out of warranty so I contacted Dell's OUT OF WARRANTY department, I sent it in for repair $140-ish) and they refused to repair it because "IT IS OUT OF WARRANTY" I contacted them again telling them that I had worked with HUNDREDS of Dell systems for personal, commercial, and government use, (true) and after them sending it back with the problem being worse than before, they jacked up my LCD so they sent me another label and fixed the screen (but the keyboard no longer recognizes the "k" "." "6" or "/" keys but that is a fight for another day, at least they FINALLY "gave in"
This exact thing happened to me just last week. I sent in my 4-month-old Z790 motherboard for a bent LAN port pin, I had to spend $70 just on shipping, only for them to claim the damage is not covered under warranty, and sent me a repair bill for $481.90, when I only paid $314.97 for the board. Honestly I'm not very surprised a video came out about this shortly after my experience with ASUS.
@@jeepsblackpowderandlights4305Im all for user-empowerment, but dont use it to excuse basic consumer rights when purchasing a product with a warranty. This is about the laziest possible thing to suggest to someone being screwed over Yes I know how to solder well, and yes I repair my own PC components if its something Im able to do myself.
I got an RMA replacement for my 4090. They sent a repair unit with physical damage. When I attempted to RMA it again, they tried to charge me the repair fee (Over $2,000) for Customer Induced Damage. They finally accepted my claim and I didn’t need to pay but it took a lot of calls and yelling. IT LITERALLY HAD THE SAME INSTABILITY & DAMAGE AS IN THE VIDEO.
As an SI, I gave up on ASUS many years ago, because of problems with their Service departments. The letter they responded with sounds like an extortion letter. I don't buy Asus, and I don't sell Asus. Maybe a good and resourceful lawyer somewhere will go on Redit and some other platforms and organize a class for a class action suit. That would help straighten out the problem, I'd bet. You guys are great and we appreciate your firm stand on customer support by manufacturers. GN... You Rock!
asus used to be pretty good. i had a 1070 that went bad was a few months shy of warranty end and they just sent me a new one no questions asked. sounds like it's gone downhill, sad to hear it my mobo and some components are asus :(
I had to chooise between Asus and Asrock for 6800xt. The Asrock was a a little cheaper so I went with it. Boy am i glad I did. Also learned that usually GPU manufacturers that make only AMD GPUs have better thermal solutions because companies like Asus refurbish their Nvidia coolers instead of designing specific ones for AMD
Finally watched this. I ordered parts for a new PC last week before watching this. My prior builds used many ASUS parts. Fortunately, I already had a bad feeling about ASUS and will have no ASUS parts in my new build. I did not know about NZXT but I watched your video on that in time to avoid them. I hope the scamming is not a trend. Perhaps at some point we will need to buy from licensed and bonded sellers to avoid fraud as we would for a contractor. Thanks.
25:16 I seriously hope that Louis is making a video on your experience right now, and very explicitly stating [to yet another company] that Magnusson-Moss says "Your warranty-void sticker is void in the US."
Literally cannot be understated how important this channel is. Not just to PC giving back gaming in general. You guys are not afraid to call out BS and scummy corporate practices as well as other goings ons in the industry as well as hardware and tech
"Literally". As opposed to what? Figuratively? Allegorically? Metaphorically? "Cannot be understated". I think you meant to say "cannot be overstated".
"cannot be understated how important this channel is" implies that this channel holds so little importance that you can't understate it. Think you meant "cannot be overstated".
Recently had a similar experience with Samsung. Try to return a tablet, they sent it back and said that they couldn't do the refund because there was scratches on the case. I told them that those were fingerprints. They said that they had attempted to wipe them off and they had not. When I got the tablet back, I immediately wiped the fingerprints off. We really got to start holding these companies to account
that's why I like to buy my stuff from retailers (locally)/amazon directly and not from samsung and co. directly. Then the retailers have to deal with you buy law and you don't have to deal with a big corpo sitting 1000 miles away from you. With amazon, they don't care at all and rather have a happy returninh costumer
Oof. I got a funky gap between the screen and the frame on my Xiaomi pad about a year in (still perfectly functional tho, but it exposed the components slightly). They sent me a brand new one in like two weeks.
I feel you, I sent a monitor for repair, I got back the monitor with the bezel broken and 2 lines of dead pixels. 1 running vertically and the other running horizontally. I contacted them the day I received the monitor and they told me it would be another 200 dollars to repair the lcd and bezel. They've pretty much guaranteed I will never buy another samsung monitor. The original damage was I picked up a controller by the cable and it pendulum swung into the screen breaking it. The damage was in the middle of the screen, not the bezel or the corner. Edit: Oh and after that they disabled my ability to submit online warranty repairs, I have to call and speak with someone to submit it.
Samsung is very dishonest especially with their foldable phone warranties. The hinges and displays are prone to damage, but they always try to charge money or sell insurance for what is the entire point of the product.
My wife had an issue with her Asus monitor, luckily it's under warranty. Two parts was replaced (board and lcd) and got it fixed. Had a great time and happy with the service. No additional payment was needed. For this "tech support" inconsistency and incompetency, it all boils down to the rep and the team that handled your ticket. Remember, in a tech/customer support division, there are several teams, several agents, each have their KPIs. Some have great agents, some bad. I'm not defending Asus, but as you see in my experience, it depends on the agent you got. At most, best you can do is complain and escalate. I do hope that Asus can get their act straight and kick those bad reps. Also, if the device is out of warranty or sticker removed and warranty is void, you need to pay for support. No matter if it is asus or any company for that matter unless it is confirmed and annouced there is a defect and a recall is in place. Like the samsung note 7 battery. I don't understand why complain about an charge for an out of warranty support "request".
I don’t know about that Video but another one that I watched he used one too and explained he has it here and it’s the only one that has a certain Function or something. Maybe a similar Situation. But he canceled his Sponsor Dealss with them.
@@kennyd7667 Likely. He had worked with them and correlated partners, so plenty of props from ASUS. Not to mention related "partners" only sending an ASUS model for reviewing after his call out and not other brand or something more "founderly". So other companies partnering with ASUS seems to be as sketchy.
I bought my son an open box Asus desktop from Best buy. It was a good deal and I'm a single income family. Plus my son only plays like three games. It stopped producing video or power to usbs after a month and a half. It was out of best buys return window. Ok fine I'll call the manufacturer no biggie. I called almost a dozen times and got no where. 4 of the calls the agents pretended they couldn't hear me even though I was on a landline and have never had a problem. They would hangup. The rest told me my serial number on the machine was invalid. I read them every sticker on the machine and none of them worked. They said they couldn't help me. I said I have a proof of purchase. The. Wanted me to pay 180 dollars to send the desktop in to validate it had a warranty. I got no where. Went back to Best buy and they have sent it in for me. It's currently still being repaired. Hopefully I don't get a bill for it. We will see but yeah it has been a nightmare.
Be careful with the open box stuff. I bought a tv like that. Could be a steal, or you could be getting robbed. Something tells me the geeksquad looked at it and decided to try to sell it after someone brought it back.
@@ragnoxis05 Yea I knew it was a gamble. It still had the box and actually there was a Christmas card in the box which lets me know they didn't remotely check it. We will see, but ya screw Asus.
I've worked on at least 5 ASUS GPUs that overheated and throttled from the factory. All had toothpaste-tier bulk thermal paste that, when replaced, made the cards function normally. Even the first one made me a non-customer. I'll never own anything ASUS branded or let any friends buy ASUS products. This video is just icing on the cake.
“Accessories will not be returned to you” bruh could you imagine dropping your car off at the mechanic and they return the vehicle but take your spare tire
I've seen this before. In the past, I worked as a representative for a bolting tool company, and in one episode, I noticed that a tool that had been delivered, but had not yet been used, had problems with the electric motor, and I instructed the customer to send the tool for maintenance, and that such failure would possibly be covered by the warranty (again, the tool had never been used). The technical report indicated that the tool had been exposed to moisture, had been opened, etc. I as a representative criticized the report, saying that this tool never left it's case, it was in the same condition since the day of delivery (I was the one who checked all tools) but my superiors completely ignored it, instead saying that I was wrong and it was my role to defend the company, not the customer. It didn't take long until I decided to leave, I can't accept this type of policy.
@@anonymousapproximation8549 because customers dont utilize this enough, corporations will always dick you down as long as they're allowed to, it's the reason why the AAA industry shits out games with fat returns. I think it's been about 5 or 6 games since cod had an original idea, everything since then has been a bug riddled transaction filled mess yet they're still one of the biggest.
A few years ago a friend lost a 1080ti because the waranty found a missing blade on one of the coolers, he sent the card without the damage to them.... the issue was a dead GPU. He sold everything asus related he has and never bought anything from them again.
i cant believe how bad Asus has turned out....back in 2007 i purchased an Asus gamers laptop which cost me approx. $1300, 2 weeks after the warranty expired i lost the use of several keys on the keyboard. so i called Asus and to my surprise in the rude manner they denied my request for consideration of a warranty repair and wouldnt budge and with that i banned Asus from my home and my family, now being an old IT guy and owner of a Tech business in NY my family asks me to find them good electronics and since then Asus has lost out on more than 20 laptop sales as well as motherboard sales. im surprised they are still pulling that sort of crap on people. your item with the tiniest of scratched is totally ridiculous and you could contact corporate if just to alert them and mount a major complaint
Find our discussion with ASUS: ruclips.net/video/Z0ZoCYXmF0Q/видео.html
Has ASUS or another company scammed you during a warranty claim? A lot of warranty rejections actually legally qualify as fraud. You can report it here: reportfraud.ftc.gov/
Viewers make these independent investigations possible. Buy a limited CyberSkeleton shirt! store.gamersnexus.net/products/limited-edition-foil-cyberskeleton2-cotton-tshirt (uses a brilliant blue and gold foil)
Or consider grabbing one of our heavy-duty silicone soldering & project mats: store.gamersnexus.net/products/gn-project-soldering-mat
You can also find one of our PC building Modmats with reference wiring diagrams here: store.gamersnexus.net/products/large-modmat-gn15-anniversary
Or for some drinkware, get a copper-plated stainless steel mule mug with a thermal conductivity formula laser-etched in it! store.gamersnexus.net/products/gn-copper-plated-stainless-steel-mule-mug-thermal-conductivity-of-copper
Watch our Scumbag ASUS video that started this last year: ruclips.net/video/cbGfc-JBxlY/видео.html
Watch our EK investigation here: ruclips.net/video/8A7cykj0pCg/видео.html
Oh man lol Asus motherboard stories incoming. The amount of RMA stories I've seen on those (plus experienced) is insane. Goodbye to your inbox lol
Sapphire has scammed me in an RMA case, where they sent me a faulty, visibly used replacement. It was about an unstable RX 5700XT Pulse with heatstroke, 5 years ago. And once HP, where they scratched my 2170p, 10 years ago. Location: Europe.
I had a brand new Alienware 13 R3 that my cat ripped off a keyboard cap when I had owned it for only two months. Upon arriving at Dell's repair center they proceeded to tell me the mainboard and the battery were damaged and needed to be replaced. And I said, "okay, they are still under warranty so that's fine". (was actually incredulous that they said damaged instead of defective, as the machine worked fine and had good battery life)
When they realized that the machine was still within their limited warranty they said "actually, it looks like just the battery needs to be replaced" literally in the same phone call.
Like what???
Good hardware otherwise though. Miss that laptop.
Same happened to me a few years back with an Asus phone, I bought two identical phones from them and both developed issues with the touchscreen, contacting Asus about the issue they told me it was a "known factory defect of that model" then they told me to Wait because a software update would supposedly fix it. The update came, it helped like 5%, but it did not fix the issue. By that time one of the phones fell and the BACK Glass developed the tiniest crack on one of the corners, so small and so localized it wouldn't have reached the screen even if it was on the front! For that they only fixed the phone that didn't have a crack and claimed user induced damage. For a KNOWN FACTORY DEFECT! If the whole screen was shattered beyond recognition, after admitting fault they should still replace the the damn screen under warranty...
I any case the phone wasn't unusable and I kept it but sweared never to buy anything Asus again, not a phone, not a mobo, not a monitor, Nothing.
Wtf, are there any normal people working @ASUS and Partners?? Happened to me a few years ago. Had a simple connector problem on a ASUS tablet. They wanted to charge me about 400 USD, because they destroyed the display at the repair center and blamed me for this.
Don't buy from ASUS, got it.
Yup. Been lucky that nothing I've bought from Asus has been damaged or faulty, but it looks like I've been unknowingly gambling. Won't make that mistake again.
I was thinking about G14 but after this I'm going to search for something else.
MSi and Gigabyte does some shady things too. Soon we can't buy anything!
This been a fucking thing since.. how many years? But people KEEPS F$%^NG BUYING FROM THESE FUC#$%S.
Not their first fuck up and not their first time being assholes.
Me who has an ASUS motherboard: "Well shit."
Congratulations, ASUS. You just lost thousands of customers who watched this video.
They'd be lucky just to lose "thousands". The potential new customers are also gone.
Millions
yup my new builds are not asus anything, they used to be good and used all their parts with every build
I was a big Asus computer buyer and moved to HP gaming systems.
I'm still surprised people came crawling back to them after that motherboard fiasco last year.
Boycott ASUS, got it.
400 likes on a comment that’s a minute old. Nice
Just got another 200 in the last 30 seconds
i wanted to buy some assuss products told my borther im an asus guy well not anymore.
Exactly.
Everything they release nowadays is just overpriced garbage.
Again
I stoped buying Asus after they stole my cpu. I forgot to remove and literally notified them after I shipped it and they told me that the cpu wasn’t there. The “repair techs” are thieves.
Oh and after sending my motherboard back from warranty repair, it still never worked. They tried 3 times until they finally sent me a new one. Ridiculous.
Really ? Damn that suck ass technician 😢
As an IT tech its insane how much more customer service you get (even though its still limited) if you work for a big governmental organization that is about to purchase hardware from a vendor. They roll over like good little puppies if they can potentially sell hundreds of laptops from various performance levels.
well, in response to your very own name, cry more lol
That is theft, and you should report it as such.
ASUS has now entered the "find out" stage.
Underrated
ZING
chad comment
Right after ASUS customers do... *smirk*
Change takes time when it's with a large corp. I know that's not what anyone here wants to hear but it's how large corps work.
Steve - I work for a system integrator and I can tell you almost every single ASUS item we send in, they claim it's damaged in some way and make attempts to force us into paying for repairs. I've stopped recommending ASUS to my clients.
Yup us too! We thought it was just us!
Sounds like they need a good class action lawsuit
What brand would you advise?
Recently got an 7900xtx aqua from asrock and my paranoia got me to check the screws on the backside.
2 of them were loose.
Everything they make now is also garbage. Laptops that used to last close to a decade in the past now barely make the year mark. Their entire brand is now... garbage.
But these new issues have started rearing their head since 2019. At first i thought maybe it was a pandemic. Then i googled the CEO...
Gee... i wonder why since 2019 asus went from aggravating to absolute trash?
@@DCG909AsRock is unrelated to Asus.. but for motherboards I'd suggest MSI, or AsRock. Just built a few days ago new system with MSI b650 Edge wifi mobo and ryzen 7600. Booted up straight away with old OS on nvme, no memory training (ddr5 6000 cl30). Came from MSI b450 gaming plus max and ryzen 3600 that have and are still working flawlessly after 5 years.
I feel like ASUS will soon be "Still learning"
Ah, yes. The Sony playbook. A classic.
AHAHAHAHHAHAHAHAHAHAHAHHAHAHAHAHAHAH..........HEHEHEHHEHEHEHEHHEHEHEHEHEHEHHEHEHEHEHEHEHE.........AHAHAHAHHAHAHHAHAHHA SOLID!
I will never understand how companies that have been in the business for years, sometimes decades think that "still learning" is anywhere near a reasonable excuse.
"You are so brave, we are listening and learning"
@@IHazMagics A Traded Public C.
There always loser who will defend bad practice. Good thing, people kinda wake up to it and not chasing loses.
I bought a Lenovo laptop in 2013, and the hinges broke through the case. I sent it in for RMA warranty repair. They sent it back UNMODOFIED and said it was out of warranty. I contacted the BBB. Lenovo grudgingly replaced my case, and I have never bought Lenovo since.
Asus denied my warranty claim on an x570 motherboard because of a usb header bent pin, I paid $275 for the board, they then sent me a bill for $500 to repair. They are the worst, I will never buy a product from Asus ever again
My brand new motherboard (all seals in place, box in perfect condition) had a bunch of front panel connectors bent. Why? Because the antistatic bag it was in was pulling against the cardboard spacers of the box, and putting pressure on them. Great attention to packaging, isn't it?
Same exact thing, when there was a fundamental problem elsewhere on the board
My mobo cost my mom (chrismas present) $160 and they sent me a repair bill of 200+, the damages they claimed had ZERO to do with the reason i even shipped it in for
That's pretty shitty ngl, you could literally just buy a whole new motherboard at that point and a much better one at that. Like seriously just send a new one at that point.
Another insane story - thanks for posting. Can you send details and a brief timeline to tips at gamersnexus dot net? We'd like to include this in our research as we dig deeper. Thank you!
imagine taking a car into warranty service and they return it in pieces because of a dent in the paint.
Wow! I was ready to pull the trigger on an Asus 4070 Super GPU card. NO WAY!!!
@@dgregory4178 go to another vendor, ASUS is a pathetic joke.
Oi, don't give the car maker ideas! 😂😂😂😂
If you buy it from best buy they have added warranty and will replace it without any questions @@dgregory4178
I pictured this and cracked UP
I've worked in repairs. Whenever a customer sent us a device (phones/tablets), we would triage and send the customer the estimate. If they reject it, we would still clean it, return it to the condition it was sent and ship it back to the customer. It always went back better than it came in. And sending back the device disassembled wasn't even an option. Not sure who ASUS is contracting out for these repairs, but their policies are not acceptable by industry standards.
That's a great way to do it. Louis said something similar.
Same way I used to run my repair shop. Everything went back with clean fans, keyboards, and screens at the very least.
Given their English proficiency... i think it's pretty obvious.
@@GamersNexusLouis Rossmann is the GOAT for repair ethics and standards.
@@GamersNexus It's almost like independent repairmen/small businesses have reputations to maintain or something. Love seeing big corporations being held accountable like this.
Steve is currently helping with a voided warranty claim on my ASUS TUF RTX 4090 due to a melted power port. Thank you so much Steve and Gamers Nexus!
Damn, how did it go?
@@kazi1 It went well actually. After Steve's intervention, ASUS decided to send me a new 4090 with a bonus cable. It was actually air mailed to me so it arrived quickly. I'll always be thankful to Steve!
I made a video on the whole story. You can check it out if you like.
@@asseht6969 thank you for the update
@@kazi1 You're welcome!
I love a story where the customer (rightfully) wins.
"Oh no my toilet is clogged"
"Unfortunately, the paint on your walls has faded and needs a repaint. Pay us now, or we'll blow your house to bits."
"The paint on your walls has faded...and your roof is attached to your walls. You need to pay for a new roof or we'll have a guy come around and take your existing roof apart. Three days and counting, buddy"
"NO GUARANTEE TOILET WILL BE UNCLOGGED. FEE IS NON REFUNDABLE"
HAHAHA THE MICROSCOPE DRAMA. LOVED IT! LMFAO😂😂❤
Potentially hundreds of thousands, big yikes.
That's almost standard for homeowners insurance lmao
German retail worker here. I work in a major electronics store here (similar to Best buy) and I also worked customer service for about half a year, almost every time we sent in an Asus device for repair, Asus either didn't repair it or claimed the device was damaged by the customer (which it wasn't) and in most Asus cases we just ended up paying the customer a full refund in our expense and getting the device fixed within our company. So yeah I can confirm it's just like that for Germany too...
This is interesting. Someone ought to sic the Verbraucherschutz their way because that sort of stuff ASUS appears to be pulling should be highly illegal around our parts.
You should report it because Germany has a LOT higher standards than USA on these sort of things. I guarantee you they are breaking at least a dozen laws doing this shit
@@mariobosnjak99 Yes, and consumer rights seem to be enforced in Germany, unlike the Netherlands where EU regulations no matter what often are just paper tigers.
Well, at least you folks take care of your clients. I worked as accountant in one retailer, fortunately, we didn't sell Asus, but I have seen problems with RMAs to the point, we actually billed one RMA to supplier, because they didn't want to admit clear manufacturing defect.
@@vanCaldenborghIDK if it's the same in the Netherlands, but for private customers (aka "Verbraucher" / "consumer") the mandatory 2 year warranty is to be directed at the SELLER in all cases, and NOT the manufacturer. This has "always" been the case afair.
This means the SHOP/SELLER has to compensate the "Verbraucher" (unless you bought directly from ASUS) and potentially take a loss. And any problems between the shop and asus are now not covered by customer protection, but by whatever contracts there are between asus and the shop, and whatever business laws regulate such disputes (if any).
They totally wanted to replace the screen because the whole thing was basically a loss except for the screen. They wanted to charge 200 bucks so they could just pull a refurbished off the shelf instead of having to take the time and labor to repair it.
spot on, I said same thing lol, I'm suprised steve didnt say it outright
Thinking the same thing. I don't know why they just didn't do that and then keep the old unit to recert the good parts, but maybe the fact the case had some slight damage so the screen couldn't be sent out again because it obviously looked 'used'.
@@FragEightyfive that sounds very plausible and why it was focused on.
Agreed. That was how we felt as well - seemed like a way to make some money on a refurb and kick the unit down for parts. What's insane is the charging for shipping - that'd still be free as part of the original covered claim! And by insane, I mean possibly fraudulent.
good point, that also would have covered them sending a different unit back entirely.
Apple does the exact same thing - I worked as a senior advisor there for three years and if you sent your MacBook in for a repair on the keyboard, if you had any screen damage in any way shape or form, they would refuse to send you the MacBook back you would have to pay to fix bothand they wouldn’t send the MacBook back at all unless you paid to fix both. It was absolutely ridiculous and quite honestly theft.
Love when companies get caught with their pants down not knowing they’re working on GN’s stuff.
Guess who's gonna be having a meeting with the CEO of Asus pretty soon?
Same I love this shit
Makes me buy merch every time.
It's why I love GN so much, they won't hesitate to call out scams or bad practices. They've ended lucrative sponsor relationships for less than what Asus is pulling now.
This is top quality tech journalism IMO. Love that they expose problems like this.
The fact that the claim dispute only allowed you 100 characters is insane and to me says they absolutely know what they’re doing and this is indeed malicious
Logitech did the same with me wih one of their forms. I couldnt explain my problem let alone a fair solution to solve it.
Speaking of. A small sensor inside my shifter that it uses to work out which gear is selected broke its tiny flimsy plastic tab.
They are usually worth a few cents each so I just wanted to pay logitech for a new one since i couldnt find the exact part elsewhere to buy. Seemingly they dont allow their supplier to sell them elsewhere.
I was more than happy to pay 20aud for a bloke in their factory to take one out of a tub, slap it in a padded envelope and mail to me. Seems fair for a 2cent part.
They repeatedly insisted i use the link to their online store to buy a whole new shifter for 80aud.
I spent 300aud on a fanatech with hall sensors and binned the logitech as they refused to allow me access to replacement parts no matter the cost.
It had no warenty as i bought 2nd hand and didnt have receipt.
naaaaaaaaaaaaaaaaaaaaaaaah that's inSANE. 100% malicious and deliberate.
Something like this requires typing your complaint in a pastebin or an image and linking it in your dispute.
@@muizzsiddique"Sorry, can't open foreign pages"
It seems to be very common.
I ran into the same thing with Siemens.
Asus is now permanently off my brand purchase list, thanks for the in-depth investigation GN 👍
You just buy Gigabyte or MSi.....who gives a fuck
I need more EVGA in my builds...
@@eriksrensen6369 both arent great either.
@@eriksrensen6369 MSI is also off the list for obvious reasons... search for GN videos about MSI. So only Gigabyte and AsRock are left, and Gigabyte generally produces shit (had 3 GB gpus ALL of them died within warranty).
too bad i just bought an asus router LOL
its going good so far tho
Woke up to this after a day of handling a 2 year battle with legal scammers. A your one of my heroes hell I just signed a deal on hardware you will review as soon as i find work to pay my part. On what your doing my man we need way more of it and I'm so proud of you for holding those accountable who need to be. Giving honest an an indepth view on things and led me to school for my certs. This is how you properly call out scams learn it love it use it. /bow
I'm going to keep donating and buying things from GN exactly because of videos like this.
I'm never buying or recommended anything ASUS ever again. On top of the bad service and overcharged, asking users to write their OS password in plain text on paper that you send via mail is abysmally bad security, I can't believe, at a multi-million dollar company, someone looked and approved that form. At best this is utterly incompetent, at worst this is outright malicious, on purpose.
Thank you for the huge donation and for your support! Hopefully ASUS sees the pressure and changes. It might need a shakeup internally too.
"multi-million dollar company": 2022 revenue according to wikipedia was ~16 *billion* USD.
Billion*
Why are we not surprised. ASUS don’t seem to care about their customers.
You should survey your British viewers about Overclockers UK RMAs!
@@joeuma6403 - Agreed, but not just them. I bought from Scan UK - I posted this earlier.... I sent in a 2.5 year old ASUS SCAR A17 to ASUS UK Repair Centre (RTX 3080 16GB, Ryzen 9 5900HS, 32GB LPDDR4, 2TB RAID 0 M.2s, 2K Screen) - Original cost £2,799 - The laptop kept freezing in Windows. Their repair centre said the motherboard needed replacing and that was going to cost me £2,725 plus Labour, Admin, Shipping and VAT @ a further £564! Total: £3387 (Unbelievable!). In the UK we are covered when purchasing anything using credit. I'd bought the laptop with my credit card and was able to make a 'Section 75 Claim' that resulted in receiving a credit back to my card of £2,790. This money was subsequently charged back to the retailer who then had to sort it out with ASUS.
I bought a Zenbook OLED from them that was advertised as having USB4. When I got it their BIOS disabled USB4 thought the hardware was still there. It was documented and many other users had that issue in their forums. They played dumb and did not adress the issue.
I said then and there I will never buy ASUS again and that is what I did.
PS: Fortunately it was possible to enable USB4 later partially by a hack. There's a Windows tool that can enable UEFI settings that are not in the UEFI menu. Unfortunately I don't remember the name, but it had something to do with Ryzen. This proved that ASUS willingly disabled USB4 on that Notebook, probably to get you to buy the more expensive ones.
I am in Europe and previously had a ROG Desktop that went 3 times to repair and on the first two, they “discovered” a couple of non related issues but DIDN’T fix the issue in the warranty; only on the third time with a video showing it (email to the manager) and multiple printed photos, they did fix the main issue (RAM modules); my present laptop, when new went also THREE times to repair, on the first two they just did a system reset. On the third one I did what I did with the desktop and they replaced the main board. I was in total 4 months without the laptop. Good I still had the old one…
So I see Asus still (DOESN’T) care about consumers. I must say Microsoft is extremely good on that (at least on my experience).
This cesspit of a platform keeps deleting my comments? I posted this earlier, but it got deleted: I sent in a 2.5 year old ASUS SCAR A17 to ASUS UK Repair Centre (RTX 3080 16GB, Ryzen 9 5900HS, 32GB LPDDR4, 2TB RAID 0 M.2s, 2K Screen) - Original cost £2,799 - The laptop kept freezing in Windows. Their repair centre said the motherboard needed replacing and that was going to cost me £2,725 plus Labour, Admin, Shipping and VAT @ a further £564! Total: £3387 (Unbelievable!). In the UK we are covered when purchasing anything using credit. I'd bought the laptop with my credit card and was able to make a 'Section 75 Claim' that resulted in receiving a credit back to my card of £2,790. This money was subsequently charged back to the retailer who then had to sort it out with ASUS.
Valve wins again. I have a dead pixel on my steam deck and they made sure to repair my deck with a perfect screen, new audio board, and new backplate, FREE of charge with the warranty.
ASUS defenders malding
Valve wins again by doing nothing (besides honoring their commitment to customers under warranty), while a competing company plays mental gymnastics to do something dodgy yet again and loses.
@@crimesguy They didn't even need to honor an RMA for a couple dead pixels, most companies will deny it as being normal but they did and I'm very happy with my Deck OLED. Valve treats its customers right.
Hell I cracked the screen on mine and the fact I had the option to repair it myself with a new, official part was awesome.
@@crimesguy Yup. Amazing what happens when you treat your customers like customers, not marks to be fleeced.
Asus defenders are real? Man my whole current build is Asus/Corsair. Great AM4 platform, just wanted all my gear to match up back in 21'. The shifty nonsense and overpriced mobo's offended me enough the last couple years along with the horrible post support if god forbid they want to do a warranty return. Cheaper just buying a new one!
Don't even get me going about the Armory crate either....I seem to become a hater of every platform i've had enough time with hands on i don't know who i'll buy from next. MSI is even worse from my experience with repairs. $1900 laptop i only used for work had the decals peeling off after a month, burnt out the 1070 in a year. Valves a rare case for my "PC Gaming" experience. Just this last week a random issue with my cpu mounting bracket had me BSOD at random. Had to completely remount the entire CPU, brackets and AIO block. Low and behold its a common issue with my board.
Gotta be honest - I’m fairly new to your videos, but the complete transparency and honesty that you display in your videos while simultaneously creating the ultimate “up yours” video with 2 million views is exactly why I’m subscribing right now.
Fantastic work. Genuinely excellent.
A friend started working at a warranty repair center. They cover several companies' products. The first step is to examine the product and determine a way to deny the warranty. They have incentives to find as many as possible to deny and are rewarded when the denials stick. So there's that.
sounds alot like how all insurance companies are
Imagine an average teen has to go through this.
Pretty much an unavoidable 200$ scam
Insurances are a fucking racket the concept of pay me just so youre covered if something happens is ridiculous to add insult to injury about it then it becomes a haggling event to get them to comply with a service youre paying for!
@@BryanEddy-w5h these repair service centers are insurance companies. Asurion etc. Listed as warranty insurance corporations.
Yeah, but this is how it should work. If everyone who dropped their shiny new device in a toilet, and sent it in for a warranty return got their device fixed, how much do you think your shiny new device is going to cost you next year?
I sent in mine for repair simple joystick issue. turns out a little connector just below the SD card was unplugged. Asus tried to charge me £700 for motherboard repair. They claimed I had repasted the APU and paste was present on the motherboard which had in turn damaged the board. I rejected the quote and they charged me £45 to send my ally back. I posted this on the Asus Rog Ally Reddit and got hate for it with my post being bombarded by "fanboy" comments and eventually taken down by a moderator. Good this video has come to light.
Every company has these "fanboy" crowds and people seem to not listen advices of not fully committing to one company. Every brand makes mistakes.
I fucking hate company Fanboys I don't understand why they put effort into defending these Mega corporations. they are literally just a human on this planet they have one life and they're going to waste that life defending a corporation that wouldn't hesitate to sell them for $5 on the black market if they could legally get away with it.
Dude I sent a laptop for a second time to them, and they broke one of its hinges and then tried to charge me $400 to fix it. NEVER BUY FROM ASUS
@@lenscapes2755 I'm pretty sure I can count on one hand the number of tech company that has good to amazing customer support & RMA. 😅
At this point it's a matter of documenting what you get & having good customer laws in your country.
@@lenscapes2755 its probably bots lmfao
I remember 15 years ago people saying that its always a gamble with ASUS. "They make great hardware, but if anything goes wrong you are screwed." I have rolled the dice in the past with ASUS and never had an issue. I won't risk it anymore.
Rolled the dice too, I have one Asus product and it failed and warranty was rejected
I'm kinda done with Asus after all this shit. Not just Asus BTW.. also Samsung..typical big company dick moves
I bought a ROG monitor a few years ago for $600. After a year or 2 the monitor screen went black. There were 0 aftermarket repair parts so I sent it to ASUS. I was sent an Email saying the repair would cost $700. The monitor was selling brand new on Amazon for $550 at the time. My first and last ASUS product.
@@stevenmartin3656 That's why I don't get how so many people were persuaded to buy the PG32UCDM and soon PG32UCDP when you can get an LG 55 inch OLED C4 or G3 for the same price. The only differences - 120 Hz vs 240 Hz, Sound vs no Sound, no DSC vs DSC and turn on and off with remote vs without remote control.
Edit: so overall a clear superior experience (size matters) except the turning on/off and 120 Hz which you probably will not even see/feel a difference and if, it's minor. The 4090 does seldom exceed 120 Hz anyways.
Same here….past products have been good but this kind of behavior from customer support has made my decision.
Lack of QAQC in industry is a big problem these days. A lot of companies are finding new creative ways to reject hundreds and thousands of warranty claims. Most popular one I've seen is where they simply change the model number each year and then tell you your 2 yr old product is outdated and ought to just be replaced.
"doctor, my son's fingernail is broken"
...
"sorry maam, his teeth were misalligned, if you don't pay for the operation we'll ship your son back without teeth"
Great analogy
LMFAO
Oh, that's generous. I actually expect "if you don't pay for the operation, we'll ship your son back without any legs"
I love how you say "ship", as if they pack him into a box and send him back in a shipping container
well that is still a win... after all teeth removal is expensive XD
I saw the GPU thread on Reddit and everyone was saying to contact Gamers Nexus. Good to see you once again sticking up for the consumers. Its why I love this channel.
Yep. Their coverage was so good on the EKWB story I bought a shirt. They earned it.
@@breakupgoogle4584 I loved their coverage on EKWB because I have had two of their pumps fail on me and made the mistake of buying their fav controller, which was complete garage. I didn't even know they ended up allowing returns because of how bad it was until it was too late
If an entity like GN can get enough customer contacts maybe they can start a class action
11:55 There is nothing too small for them to use and notice as an excuse to not cover you under warranty. There is nothing too big for them to miss when it would save you money via component level repair.
What a dumpster fire of a company
The man himself
Amen
Greatly looking forward to working with you and those you referred to us for future content, both about ASUS and others. I think we can do a whole series on these practices and hopefully filter the good from the bad (and maybe even get some policy or at least customer awareness of rights).
@@GamersNexusI'm curious to find out if Asus is outsourcing their warranty support to some shady third party to save money (and maybe use them as a scapegoat.) LG did this exact thing a while ago for their phones and needless to say their warranty support went to complete shit. There are multiple reports out on reddit and other sites of people getting rejected/scammed out of their repair from things like tiny scratches which were completely unrelated to the main issue (exact same way as in your video) I got scammed out of my LG G6 fingerprint scanner repair the same exact way as you (completely unrelated small scratch on metal frame/border of phone) yet this was an official/common issue with those phones! They completely shutdown their phone division shortly after due to losses, so it makes me wonder if it's indicative of the same thing with Asus.
Actually it would be useful to have a list of companies to trust or not to trust based on their warranty policies.
I worked at a large online retailer. I sat in our direct technical customer support. Most, if not all ASUS RMA’s would be come back with notices of CID. Scratches, “too much dust”/dirty product, liquid damage, even assuming customer shaking the product too much…
We changed our procedure to photograph all CPU sockets, ports, PCB’s of ASUS products, before forwarding, simply to help our customers from unfair practices.
No doubt, it created a ton of headaches for you guys as well, so that's your incentive to take those extra steps. Understandable and highly respectable.
lol that was my exact thoughts on how to prevent those scams prior to reading ur comment
@@larzblast Of course this was the first concern from the higher-ups.
If we hadn’t documented any damages before shipping it further, the liability was ours.
From my perspective, it was just nice to be able to actually help and protect our customers, now that we got the extra time allowed per case.
But ASUS was notorious for finding the smallest dings and some even with more damage than was sent in. It really did seem like a giant scam from ASUS side.
We had so many beefs with their RMA department.
There is a simple fix for this large retailers, stop stocking the parts and tell the vendor to shove it.
@@affieuk Most online retailers aren’t stocking most parts anymore. They advertise whatever suppliers have in stock, then they either sell directly or repack and ship at their own warehouse.
Essentially, most of the catalogue is actually not specifically put for sale, but comes from a database the supplier announces to their customers (retailers).
Welp, ASUS is on the "do not buy" shitlist now.
they're on it again, last time it was a BIOS that would fry X3D CPUs from AMD by pumping them with voltage then they'd refuse to honor warranty
I've been avoiding as they're far too expensive compared to alternatives but now I'm gonna avoid them completely and make sure everyone I know does too fr
Was about to purchase two Asus laptops. Will go with alternative manufacturer now.
I am running out of brands to buy from.. EVGA gone, MSI shit, ASUS shit, Zotac shit.
Who is not shit?
@@kyberzyler I mean Asus will be the least shit among all the laptop manufacturer
ASUS PLEASE IT HASN’T EVEN BEEN A YEAR
We told them we'd check back in on them once they had time to fix things. A year seemed like enough time!
@@GamersNexus a year is MORE than enough time to redo systems. This is so much of an issue higher up the chain, and it's so sad to see Asus fall from what their reputation used to be. They were my go-to for years.
@@GamersNexus That's way too much time in my book. They should have had it done in UNDER 6 months.
@@BrockzillagamingWhat's your company's name?
@@RustyWells2 my company?
I want a tshirt with a comic cell of the scene of steve asking "Can you see this? Do you have the zoom lens on?", next to a picture of ASUS's integrity.
Asus pulling a Sony with "We're still learning", which translates to "We're still learning how to screw the customers over, without being caught".
New CEO, new methods to steal money they don't deserve.
Nah man Sony is a good company
@@forzanerazzurri2339 lol
Yeah because MS is better withbuying, ruining and closing game studios?
@@forzanerazzurri2339 Sony is arguably worse than Asus.
Thank you GN, I will never buy ASUS again.
Every time I turn on my ASUS laptop it says "In search of perfection" and I think: "Keep looking because this ain't it!!"
Steam Deck mogs
Brazil retail worker here. I work in a major electronics store here for almost 9 years. Every time we sent in an Asus device for repair, Asus always deny warranty saying that the product is damaged by the customer.
po que bacana.. comprei uma 4060 dual oc deles sexta feira 💀💀
@@closesho Tomara que não dê defeito!
@@closeshokkkkk boa sorte. 🤞🏻
Car companies and parts manufactures used to do the same thing.
Its not just Asus. At this point I have not had a single accepted warranty since the late 90s.
Last year HP did this to me with the same reason (slight damage in the plastic caused by manufacturing error), fun fact: after paid repair they returned the laptop damaged.
4 Years ago MSI did the same (claiming that a short in the power plug + magic smoke was customer damage) and about 7 years ago Asus (heat damage to motherboard caused by proximity of heatpipe to one of the capacitors on the board, claimed that said heat damage was caused by me dropping the laptop).
Every single time I had to pay for the repairs at least 25% of the price of new device.
Its also sad that all those devices had manufacturing and/or design issues that required repairs during the initial warranty periods.
These problems start from the management teams at the repair centers. I’ve know some ex-employees who were verbally abused by their managers or even most recently mistreated, brushed aside and made to feel worthless, and forced to take paid leave for serious health or family issues. They should seriously and deeply review their middle management people to root out this longstanding and toxic culture. The kinds of reviews they give their staff, the seriousness they take feedback from frontline workers. These issues you talk about today are derived from poor management and will continue to happen as long as they’re there. I for one feel sorry for their front line staff, but not for any middle or upper management. Company culture is a power grab, but many staff and customers become the victims.
25 years ago, ASUS entirely shut down customer forums rather than deal with rapidly increasing levels of customer complaints about issues with their TNT2 video cards (coupled with being called out about gaslighting customers)
Good to see the attitudes haven't changed
Good to know that there are other people who have this thing called memory.
1999?
@@NewLifeFromTheWayofTruthYeah
Wow! If I could please ask, could you elaborate a bit more on this? TNT2 and other instances dating back 25 years! It feels outrageous to even hear that they shut down forums due to too many complaints.
@@CallMePaine It was pretty simple. As more and more people reported the same problems (stuttering, various other issues) and criticised Asus for not responding (their TNT2 cards were priced and marketed as a premium product above most of the compteition), the video card forum was simply removed and as complaints then spread to other forums, they were removed entirely, replaced with Asus announcements _only_
IIRC it was eventually worked out that they'd packed so much stuff onto the boards that the AGP slot couldn't feed enough power to keep the regulators happy, leading to homebrew mods to add direct feed from the PSU (although most people just dumped and moved to geforce)
As for "outrageous", this was standard practice in the 1990s for Taiwanese companies. As soon as bad news or public criticism happened they'd simply go into turtle mode. It's pretty much standard practice for Shenzhen companies today too
This isn't a unique thing. Japanese & Korean companies _were and are_ even worse to deal with and it's not uncommon for them to start firewalling emails from media or "annoying" users (ie, those asking difficult questions)
Also about the same time (20 years ago), gpl-violations started taking legal action against Taiwanese companies and ran into similar issues - Harold prevailed in court every single time despite this and forced hands by using those court decisions to block EU imports of offending items. Unfortunately corporate memories are "short" to put it politely and obstructionism is still common
Love it when a famous YT channel reviews a warranty claim. It's the only way to improve company's behavior. Keep up the good work!
*stop being shady for profit
@@sidehop the only way to stop anything from happening is to file your Consumer Complaints.
Hopefully someone finds a way to create a company that sets the standard for warranty processes, and sets ratings for that. In Sweden the general review standard is "trustpilot" (probably a bit international). So if a company has bad reviews on trustpilot people will avoid them. Trustpilot checks that you bought from the company and then gives the company 0 influence over how your review is shown. If this was done for warranty matters, it could give people great insights in how shady Apple, Samsung and Asus are with their warranty claims.
@@user-do1hk7mg5y It's called Amazon. They litterally take back and refund faulty products or replace it without any questions asked. 100% prefer dealing with them than directly with shady manufacturers (TBH MSI not much better than Asus in my experience)
I work for a private company who does contracted warranty repair work for various big name brands (HP/ASUS/Acer/Lenovo/LG/Dell/Apple/etc.). I don't know what ASUS's internal warranty repair staff do, but I might be able to comment on the reason that the repair detail sheet had so many (seemingly unrelated) faults on it.
Typically with these companies, their service center management programs are asinine and clunky (to say the least); in order to get parts from the company to repair a device, the part has to be marked against a specific fault which was found during diagnosis (the process would be the same for the inhouse warranty center, if they have one; they likely use third party contractors like me). I almost never get to just email the company and say "Hey, this and that are broken, please send these parts for me to repair the device". I instead have to log in to the repair portal, add all the problems that I found during the diagnosis phase, then select which parts are required to rectify the fault (or sometimes the specific parts are "preallocated" against a fault, so if I report "screen damaged", that would mean the company would automatically send me the screen and case assembly to repair the device, in this instance). I also *do not want* to repair a device, only to have the device still not work after replacing the parts I "ordered" to fix it. This results in delays, missed SLAs, and poor metrics for our company in the eyes of the manufacturer/vendor.
So, using the situation at hand with the device in this video, I would want to replace not just the left joystick, but also the IO board for the joystick (the problem could be with one of the ADC chips which tells the CPU the location of the joystick, one of the connectors for the flat flex cables, etc. etc.). Knowing that the left joystick had a fault, I'd also want to replace the right one, too, (it's almost certainly from the same batch and has seen the same amount of use, so it's worth replacing it now instead of causing another RMA case if it fails in the future). Then with the SD card fault, it could be a faulty SD card slot, but the issue could also be with the circuit on the mainboard, too. This slot is soldered directly to the mainboard, so it's not like a separate item which is easily replaced. It's simply cheaper and more cost effective to replace the entire mainboard, rather than to try and do a component level repair on the SD card slot itself (also, vendors almost never make components available to you for repair, the labour costs would be insane when compared to the cost of the entire mainboard). "Connector broken" is likely so that they can get/allocate the flat flex cable which goes between the two IO boards (connector could also mean any of the internal connectors, not just one of the external connectors). "Mechanical assembly problem" would likely just be a generic "fault" which allows you to then allocate miscellaneous parts (in this case the insulating mylar tape for one of the connectors/cables/or battery). "System noise" would also be a generic "fault", so that I could allocate new tape for one of the connectors/cables/battery/etc. "Gap abnormal" would be another generic "fault" that would be used to allocate one or more of the case components (RGB rings around the joysticks, buttons, screws, springs, etc).
All of this is to say that the repair technician likely diagnosed the fault, decided what parts needed replacing, then just added whatever "faults" were necessary to the repair job in order to get the parts they need from the company. It sounds insane (because it sort of is), but it's how these processes work in the background. This usually results in reports to the customer which look like this and can leave you scratching your head about all these "random" issues which seem to have magically appeared with your device.
As for the case damage, I agree that in this situation it is patently insane to reject an RMA because of such a minor dent on the case, however, I do run into situations like this (particularly with Apple). If there's any amount of CID on an Apple device (other than light wear marks on the screen or bezels from normal use), Apple will fight me on the repair. The issue I have is that if I repair a device with even minor CID on it, I risk Apple not paying my invoice for the repair, I will have to bear the cost of the parts, and I risk my status as an Apple Authorised Service Centre. I don't get to reject the repair because of CID, I just have to report it to Apple and let them decide what they want to do about it. Unfortunately this can result in situations like this one, where the company decides to be massive a-holes about it, and attempt to reject the RMA.
There's unfortunately not a lot of advice I can offer in situations like this, other than to clean the device with a dry cloth before you send it in for RMA (even a little bit of dirt can make minor damage look more prominent), and to push back. Clearly state that you do not care about any cosmetic issues with the device, and that you don't want them repaired unless they are covered by the warranty. Argue with them about the fact that the minor damage does not affect the function of the device, or that it has no bearing on the issue which it is being sent in for; and finally, play dumb. *Do not* admit to anything that they might be able to use against you. Don't tell them it fell off the bed and landed on a pillow, don't tell them that you dropped the device 6 months ago but it's been working fine since, don't say that you cleaned the screen with a wet rag, don't say that you left your device in your hot car, or that you don't use the factory charger, etc. Answer their questions with the minimum amount of detail that you possibly can, and remember, the problem *always* started during normal use of the device, and not following some event or other. You were just using it as per normal one day, then all of a sudden the joystick stopped working/the screen went black/it turned off/it got hot/etc.
Amazing comment, thanks for the insight and advice
Thank you.
This is why we need to support Right to Repair.
Thank you for taking the time to explain that. Very informative. 😊
I hope GN sees this!
I gave up on ASUS in the ivy-bridge era, went through 3 different RMA on Z77 chipset boards, one failed to post, one didn't read my memory. and the third didn't detect my GPU. I got frustrated and got 1 MSi board, and everything worked flawlessly.
They asked me to pay 900$ to repair a 350$ gpu 3 years ago. Damn I miss EVGA 😢
Very Apple of them, how nice!
MSI
How do they even come up with that quote?🤣🤣🤣
Surely this exposé opens them up to a class action lawsuit? (Not American, not sure on the legalities of it all, just assuming from the evidence here)
Why don't they make Radeon cards? I'll buy that.
Asus gaslighting their customers:
Asus: "Remove drive as we will delete everything and the device may not work any more."
Customer: *Removes drive
Asus: "You have voided your warranty. You will need to pay for repairs."
That's a serious dark pattern. o_O
same shit as Samsung. if you send your phone in service, they will most likely erase your data. also you are not owning the phone, and you had to send the charger as well, back in the days where they were still offering chargers with purchased phones. Today we harvest what we paid for starting back in 2000. there are no regulations whatsoever.... maybe more so in
Europe
Customer: *Removes drive
Asus: "You will never financially recover from this"
To be fair they tell you to back up the data.
@@michael1 thats not what the comment is about, nobody cares about the data here. Its about tricking someone to charge them money for help
$200 extortion penalty for what is basically a fingernail indentation - Steve should also report ASUS to his state's Attorney General of Consumer Protection and have them go after them as well.
Next time, we have to awaken the Force to avoid any "Use marks" on our products. Since using the product avoids the warranty it seems.
@@Golecom2 "This unit appears to have been removed from the packaging and used in multiple environments, which allows and encourages accidental physical damage to the outside of the unit, which can then cause damage inside that is not visible, and anything could happen really. So, unfortunately, this exposure to the elements voids your warranty on the device.
However, we can repair the device at your cost for the original MSRP price, plus a 20% assembly fee, to bring it back to working condition.
Would this be acceptable solution for you?"
@@kusucks991 And they "propose" this after they hold your property hostage.
opening a product should not void the varranty. when something is factory defect no matter how much you open it its still going to be a defect and obvious one at that.
so them claiming this is pure corporate greed and digusting practice as always.
such minor indentations can literally come just from disassembly by a company's support tech with specialized equipment and using proper procedures
and shipping can cause that even in original packaging
it's borderline fraudulent to even call that a defect worth rejecting a warranty claim over
These enterprises need to be criminalized and put out of business, people need to stop buying from these criminals and they need to PAY in justice for their scams and stealing fooling people everyday! Communities unite everyday for useless reasons they should unite for this too and make boycot and legal complaints against these kind of people! Asus has been doing criminal bs for way too long now.
*THIS* is what tech journalism should do. Journalism. Not "review the latest product for clicks with click bait titles and completely ignore what happens to customers after buying the product".
Problem is, the majority doesn't want that, as evidenced by why a channel like LTT still has way more following than what GN has.
Also considering the latter's partnership with ASUS, watch Linus downplay this whole thing like what happened last year with the exploding ROG mobos.
@StrikeWarlock yeah, I can't wrap my head around ltt being so popular.
ETA Prine has entered the chat 😂
this is tech journalism, not tech reviews
@@kingplunger1 Relatable
"Thank you for choosing Asus!" in emails is like a slap in a face
RIP ASUS
kinda reminds me of System Shock 2 and the vending machines on that coffin-turned FTL-spaceship...horribly expensive and "thank you for choosing value-wrap!"
For those Who Dare (to buy ASUS)
Steve, please consider building an "ethical/safe brands" dashboard.
It's so hard to know what brands are worth the risk and we don't usually have the means to take these companies to task over it.
Problem with doing this is everything is so transient when talking about corporations. And him putting something like that together is putting his neck on the line if things end up going south for a company that was once good.
It's almost impossible to do this. Things change so quickly in the electronics industry that it wouldn't valid for long
Super easy to do, it'll just permanently be blank.
I think I’m asking for a living dashboard that updates over time from real world accounts, news and “penetration testing “
I mean, this sounds good in principle but in practice, is impossible to monitor. It's easier to track the bad ones than the "good" ones. There's also the very likely scenario where it's impossible to build a PC without using a part from one of the "bad" brands.
I haven't purchased an ASUS product since your original expose. Your investigations make a tangible difference. Keep up the amazing work guys.
The amount of these "ASUS RMA scams" that I've seen on Reddit is insane. So many r/ASUS threads about sending an Asus product in for RMA and it getting denied to to an unrelated issue that was not even mentioned. It's crazy how they get away with this...
There is an entire dedicated reddit thread to getting around the RMA BS that they pull. It is packed.
I feel like a lawsuit should be viable with how often this RMA scams happen.
Seen on Reddit...point of problem already.
@@mayonotes9849 If they pull this rubbish in Australia, then it will be giving the ACCC a great reason to sue.
It's a lack of consumer protection laws. It's just the American way.
I bought a almost $3000 laptop for work and it died 6 months of owning it. Sent it in they said since the top of the case had a few surface scratches on it they deemed it physically damaged and sent it back disassembled and quoted me $2700 for the repair and $75 for a diagnostic fee and another $50 for shipping. Talk about a shady company. Took it back to Costco for a full refund
So they lost money and got a broken laptop back haha. I love it.
@@ccramit that's Costco's policy you get a two year warranty as part of your membership. If it's not physical damage and the item breaks you can return it
Well, you got the laptop from Costco, so just use one of the other 9 laptops you got in the bulk.
you just don't buy laptops... hate to break to you... the batteries never lasts more than a year.
@@NotXboxiieIt's very easy to replace a laptop battery. Also, you're doing something wrong if it only lasts you a year.
its the old auto mechanic scam. Go in for oil change and now all of a sudden my engine needs a rebuild.
No, they start with "You need a new Frammitz valve." Or, "We see this all the time. It's a Disgronifier. That will take 20 hours of labor and will cost $3,000 because the Disgronifier is not covered; it's a wear part and not part of the drive train."
They tell an unsuspecting customer all of that with a very "serious" look on their face and wrinkles in their foreheads, showing their concern.
@@justaskin8523 And, if you don't pay within 3 days, we'll return your car in 57 pieces.
As a car mechanic myself it’s my job to report anything that doesn’t function as it did when new. The problem lay when certain dodgey mechanics don’t outline just how broken the part is and how necessary or soon it should be replaced.
I always always report the severity and how it may effect safety or fuel efficiency. If your mechanic doesn’t report those factors and says to you a part MUST be replaced no questions asked, go somewhere else.
@@justaskin8523
Don't forget the obligatory blinker fluid.
@@jintsuubest9331 Also tyres need premium air due to age
Milwaukee did this to me on a cordless 15 ga finish nailer, @ 0:54! The nailer that i paid almost $400 for was still within warranty for a year. It wouldn't set nails all the way, i sent it in for warranty repair and they sent it back in pieces saying i exceeded the limit for how many nails can be sent through the tool! Nowhere does it say anything about how many nails can be sent through the tool to keep it within warranty. So they sent it back to me Disassembled!
It worked when i sent it in, just didn't set the nails all the way. Got it back in pieces! I'll never buy another Milwaukee tool again!
I work as an RMA technician at a custom PC shop in M'sia. A customer had an issue with their ROG RTX4090 Strix HDMI ports not working, both of them. DP was working fine, just the HDMI ports. We sent it back to ASUS expecting them to "fix" or replace it because the customer bought it in early Nov last year and we sent it in late March. To our shock, they gave a CN(credit note) for it instead, and not even the full amount, only like 70% of the original SRP. Customer bought it at around RM11,500+/- and they gave a CN of RM9300. This did not sit well with the customer to say the least. As a gesture of goodwill, our boss replaced the customer's 4090 Strix with a new unit of our own. ASUS will keep losing customers if they don't change this kind of "RMA process".
there are reasons why Mindfactory does not even sell Asus stuff anymore - since 2019.
Hey, I'm in MY as well. I have had 3 awful experiences with Asus as well in recent years.
What the fuck ASUS literally refund the price of a used 4090. Your boss so good, what a way to take care of customer.
I had terrible experience with ASUS RMA in Europe almost 10 years ago and it was similar even then. Got an HD7970 Matrix Platinum blah blah blah their flagship. It died after 3 months and after a month of RMA they said the store I bought it from will just refund me which couldn't even buy the same level of card... I've not bought a new ASUS since. My current card is Asus but it was second hand with no warranty so it doesn't matter...
Got the same with an MSI 4070ti... One of the 3 fans didn´t work anymore and the other two going at 3200-500rpm.
Send them in and after 6 weeks they said: "can´t be repaired or switched to an new one anytime soon" and gave me 685€ back... (from 998€)
Learned a lesson there.. if i can fix it myself, i´ll do it! The original fans as a set were 80$ and i think 10 screws or so.
This is a 3rd party company named Chem USA that Asus contracts for warranty fullfilment. Asus essentially grants them the ability to decide if the issue is covered under warranty or not.
I do warranty repairs for a few companies at a 3rd party company. If we complete a repair out of warranty, we get paid, NOT the Manufacturer. Warranty repairs pay about half as much as normal invoiced repairs. So it's pretty clear this company is trying to deny the warranty so they can invoice the bill for themselves.
To be clear though its still Asus's responsibility.
I would like to find out what other company contracts Chem USA for warranty, and see if the experience is similar. Also, the language on their website is not great, lots of misspellings.
Fault lies with Asus for contracting its work out to a scammer.
This is like the kind of scummy bullshit that should cost them money instead of save them money as is evident by this investigation.
This is interesting information. Great to know. I should add this as one of consideration from which brand to buy a new laptop from.
Doesnt matter , ASUS BOD should be aware of these practices becasue its affecting their reputation. Or do thsy not care?
My option of asus has gone from “do not purchase for myself” to “vehemently tell anyone considering any asus product to reconsider”
Yes. Friends don't let friends buy ASUS.
See, im going to SLIGHTLY argue this. I dont know if ive just gotten lucky? or maybe asus loves me? But, i have NEVER had an issue with any RMAs through them, or any products of theres. I have been buying ASUS motherboards since 2012 for ALL of my systems. My first one I ever bought, that I still have, that is actively being used in a server as I type this, is a Crosshair V Formula Z. My current gaming right that I built a year ago has a Asus TUF whatever in it, no issues. I had to RMA a board for a faulty RAM slot on my parents build I did and had a replacement back within a week, no charge or anything. So maybe ive just gotten lucky. But I have seen ALOT of others have issues and Im like what are you people doing to cause this? And I guess Steves video shows it clearly. I digress, Im going to still buy asus's motherboards because ive had great luck with them. fingers crossed. OH YOU KNOW WHAT. now that I think about it, the Crosshair MOBO i have did have one RMA as well back in 2013. The bios chip died on it and i needed a replacement. whats cool about those mobos is that the bios chip is swappable. you can remove it and install a new one. so i put in an RMA for it, they sent me a new bios chip ready to go free of charge and its been fine since then. Took less than i week from what I remember. maybe im just lucky.
I have also been scammed by Asus by receiving a monitor with broken gsync - this scam was was initiated by a problem at Nvidia as they gave Asus a bad file, but Asus does not want to fix the issue and you can't flash a fixed firmware to the monitor because there is no updated firmware or way to update it. Piece of garbage.
Asus used to make great products, and their motherboards were my brand of choice. But then various cautionary stories about their products started to surface. I was also really unhappy with the insane stock overvolting on their Z490, although the build quality was fine. A few years ago, I bought an Asus laptop, and the power button stopped working mechanically after two days. I returned it and decided never to buy from them again. This video has further reinforced my decision to distance myself from them as much as possible.
Wow! Way to drive your company into the ground. Bye Asus.
Thanks for this video, Steve! I "HAD" an ASUS Dual GeForce RTX™ 4070 Super EVO OC Edition for $589.96 in my Amazon shopping cart. While watching this video, I went and changed it to a PNY GeForce RTX™ 4070 Super 12GB Verto™ OC for $579.99 even though the ASUS has an OC mode: 2550 MHz (Boost Clock) Default mode: 2520 MHz (Boost Clock) compared to the PNY of Clock Speed 1980 MHz & a Boost Speed 2490 MHz. The slight advantage for the ASUS is offset by the possibility of needing to RMA the unit. I'll take the slower speed with the chance of a better RMA from PNY if needed!
I sent my ROG Ally Z1 extreme last year to fix the SD issue. It was sent to their warehouse in Netherlands.
They sent it back to me after a week and said they found no issues.
I went to the local shop ElGiganten and they actually got it repaired after a few days.
Then I sold it and got myself a Steam Deck OLED.
Never touching ASUS again.
Lol the ending where you bought a Steam Deck instead cracked me up!
I have had horrible experiences with Asus hardware from phones to laptops to motherboards that when I heard they're making the Ally my first thought was how long will this shit last before something breaks as is their usual MO. This was the main reason I opted for the Steam Deck instead of the Ally as well and I've had no ragrets.
Based ending and understanding of when the device malfunctions again, ASUS definitely will not have your back.
Danish?
@@thesaddestdude3575 Swedish
AllyX fans are sissies they said the sd card problem never exit and ally x is destroyed deck oled ?! If steam deck was 2021-2017 and will still had softwares after deck 2 how did asus was really destroyed him ? Asus, ayaneo, GPDwin and other Chinese devices are joke million model in less than one year ?! If steam deck had 4 models this not a pc console but a toy cheaper than gaming phones
ASUS is now blacklisted for me. They have “sus” in their name for a reason. Certainly a sus company.
best point
on here
Hella sus
@@Kokoryu874 HellAsus
They are certainly a-sus imposter in the computer realm
After watching this video I agree 100% SUS, and I can say I've gotten better customer service from random eBay, and Aliexpress sellers when something has gone wrong.
Asus absolutely destroyed the pins on my motherboard when I sent it in. They wanted $130 for the repair in total. They still have my motherboard and we're still going at it about what happened. Glad you made this video GN!
File the report
I have a motherboard with some bent pins I have to RMA with them. I'm thinking if I should or just buy a new one from another company.
@@edman79 don't waste your money rma'ing your motherboard because it will get rejected. My advice is to buy a new motherboard from a different brand. And if you are willing to go through asus again, buy a warranty through the retailer.
@@acasualmusiclistener7919 I think that's best
Gigabyte did that to my Z390 Ultra a few years ago. Can't trust to many company's anymore.
They explicitly told me over the phone that if there is physical damage but it's not related to the functioning of the device or the problem you're sending it in for, it does not void your warranty and you should be fine.
"Any out of warranty repairs paid by the customer is non-refundable and does not guarantee we'll repair it"
uh.. WHAT?!
Products and services that are sold must be fit for the intended purpose. ASUS lawyers are morons.
@@ericm5315
It's anywhere like this. Eorh various services. Go to a private doctor, have him do nothing and demand a lot of money for visit.
that sounds illegal to me lmao
That's insane. You are paying for repairs, but they can't guarantee it to be fixed? That sounds EXTREMLY vile and probably illegal, atleast in the EU.
@@benneboii8117
You know nothing bros - It sounds wrong, but it is in fact legal. Paying for attempt, service, consultation, whatever. Same thing happens with most paid services. Like doctor visits paid from your own wallet - They get the same amount of money from you no matter if they decide to help you or not. Give them money, but expect nothing back. They just deserve it man...
I know it shouldn't be legal, but it is. You would be more likely to get consequences than them. Customer, patient or client rights - It's all a joke to the law. Can you afford a better lawyer than them? Likely not.
You should do a video where you purchase a brand new ASUS, open the box then close it up and mail it in saying there's a "problem" and see what they say.
This actually happened to them not long ago with newegg I think. They bought a motherboard and ended up not needing it and sent it back and they said the pins were damaged. I can't fully remember the details though
Think they claimed there was thermal paste in the socket.
Or don't even open the box. Slice open the seal but don't open it; then just hand it to the UPS or FedEx guy for taping and re-sealing. Film it all without jumps or starts.
These people at Asus are on drugs or something, doesn't matter what you send them they want you to pay 200-500 dollars for the damage they've done
@@jayflach3408 no it was thermal pate
"Policy to mislead the customer to pay for a service they don't need".
Sounds like ASUS is taking notes directly from car dealerships.
Fun fact, companies in the PC space doesn't want to see what happens when lawyers learn about it. They want to act like car companies, well they better hope they have legal departments and cash reserves like car companies.
I've learned from Lheto's Law those warranty acts have fee shifting provision. Meaning lawyers will take warranty cases on commission, without the customer paying a dime. There's literally a business case study about Nike getting sued as a means to put the rest of the industry on notice. Louis Rossman has probably been waiting for the opportunity to do the same to the PC industry. Apple is crafty enough and has enough money that they're not going to be the sacrifice. ASUS just volunteered!
@@arthurmoore9488 Can you give me a set of search terms or a date range to look for regarding that Nike lawsuit? I've been trying to find information on it, but all I find are articles about Nike's trademark lawsuit spree.
@@arthurmoore9488 Asus Everdeen
nah, taking a page directly from Crapple. only difference is Crapple sheeple have their heads so far up Job's ass, they refuse to admit it
I'm so glad I saw this video pop-up today on my recommended videos from my subscriptions...
I was about to pull the trigger on a Strix Scar 18 with the 4090, to replace my aging desktop and laptop. Guess I'll be paying more and taking my business to MSI yet again for their comparable model. I've had a 17" Dominator Pro for close to decade now, and it hasn't let me down once.
Thanks for doing the work on making my decision for me, Asus. Almost made a nearly $4,000.00 mistake.
I also won't be using any Asus motherboards or graphics cards for future PC builds I do for friends and family.
Awesome work, Gamer's Nexus! Appreciate you guys as always!!
As an IT advisor for a little over 200 companies in the Tampa area, I always tell my clientele to avoid the first iteration of an electronic product. Now I have to tell them to avoid yet another entire brand of products.
Regarding home appliances I just heard the opposite. Contractor was installing a new microwave and said you can bet they cut material costs after an initial launch earns praise. Just noticed the newer versions of the same model pickle ball paddle I own is significantly worse in quality than mine, too. I'm sure various industries are more prone to "testing in production" and fully agree w your statement.
@@WiFilia apple does that, just look at the vr headset they launched
Razer launched their blade series and their chargers for a LOT of iterations had problems where they would just catch fire, happened to me a couple weeks ago, couldn't believe so many people had this problem too
@@WiFilia That was also the case for some SSD drives where it turned out the company (i cant remember the name) changed out inside components but left the original model name. It was misleading because initial benchmarks were very good, but cheaper revision that was sold 2 years later had horrible performance.
@WiFilia just because I advise against buying the first iteration of something doesnt mean I also advise that they buy the following iterations.
I'm in Australia, and had a pretty awful issue with Asus some years ago, my monitor had died right near the end of its warranty period, I had sent it in for repair, they had it nearly 6 weeks, and then said that they'd accidentally ordered the wrong part to fix it, and had to order new parts again, and then when those came in, they tried to charge me for them because they said it was now outside the warranty period, because they'd had it nearly 2 months by that point. Took lodging a complain with the ACCC (Australian Competition and Consumer Commission) to get it resolved and fixed without charge
Taxpayer funded consumer advocacy agency?
Sounds like socialism to me.
(Sarcasm)
@@mrcontrarian1416you beed to get off the internet before your brain is completely rotted
Ive had to threaten accc action to pcbyte before in order to get a gpu returned to me after repair.
im also in aus and i had a pretty good experience with an RMA on a wireless keyboard after the bios update meant the media wheel stopped working all devices. got a brand new one after about 9 days after providing a description to the vendor. So the claim wasnt done directly through asus but the issue was resolved without any major drama
@@mrcontrarian1416 Pure unadulterated communism
If you were to use an electron microscope to view the molecular structure of the outer casing of the unit, you may possibly find additional damage. They should have went deeper into what was causing the microscopic structural damage, and not focus on the actual faulty parts.
hahaha. "We've found evidence that the atoms are damaged and may even split."
I hate it when my devices randomly errupt in a thermonuclear fireball@@GamersNexus
@@GamersNexusonly a few companies could come up with spontaneous nuclear fission as a reason why they cannot repair a broken device 😂
We need more of this. I'm so tired of needing to force escalate situations to management for simple RMA requests. Corsair has screwed me over numerous times now, PC has been a brick for 3 weeks waiting for a warranty replacement CPU cooler, I had it for less than 2 years and the pump starts to fail, they sent a DOA replacement, swapped back to my original cooler for the time being as it was still working just making a lot of pump noise. Well now it doesn't work at all, coolant stays at 70c even when the PC is powered off for over a day. It was over 90 messages back and forth with Corsair to make this right, they sent a second replacement cooler, after a week of arguing. The second cooler has been "in shipping" for about a week now. Had to order a cheap aircooler off amazon to hold me over till the RMA arrives, which was the least stressful part, because amazon is going to take my used air cooler back with no questions asked and give me my money back.
Thanks! I recently bought a custom build and their packaging extremely lacking. NO internal foam.
Only on strap of tape on each side with one side breached.
I could go on.
that is why you shove your money towards honest builders...this rig I´m writing from...ordered it on 20th december last year...and got it on the 24th. Personal delivery right up to my entrance door at around 8pm. THAT is service.
In October of 2023 I experienced a LOT of the same issues with Asus's warranty service. I sent in a motherboard because I narrowed down my troubleshooting to the board being the problem. When they got it they claimed it wasn't covered by warranty because of damage to the board. I took a picture of the board before I sent it in luckily and it was not damaged. After a lot of back and forth I finally got them to send me a replacement for free (they wanted to charge me more than I paid for the board to "repair it") and when I got the replacement in the socket had bent pins. I was so fed up at that point and had already replaced the board with another brand that I didn't bother fighting it.
Email it to us! If you can send us a timeline and a brief description plus any photos or evidence and documentation you have, we can make use of it. tips at gamersnexus dot net. Thank you!
Which is exactly what they hoped you would do, unfortuantely.
@@mark_delight Yup. They were probably pissed that he made it that far before giving up, like most people would. Truly a scummy company.
And that is how they win never just give up
And small claims court is a great tool for such
I'm dealing with that and beck arnley parts with defective ball joints atm with less than 8000km on them and the asshats trying to blatantly deny warranty well it will cost them $$$$ just to send a lawyer to court regardless plus they are in violation of the magnusson moss warranty act so ultimately even before the lost sales since I will be doing a full article expose on their stupidity the cost to them will be massive ve the $450cdn for the 2 lower control arms meanwhile had they had any common sense they could have easily fixed it dirt cheap by just shopping out 2 replacement ball joints retail value if under $50.. and I wouldn't have bothered charging them for the added labor to install such since that would be fairly quick and easy but since the entire LCA assemblies need to be replaced with MOOG brand instead now that means more labor and a full alignment again so the cost for such will be added plus compensation for the hours of my time they wasted due to their asinine arrogance
@@Gobbbbb Couldn't agree more. None of the big players are "good" anymore. We just have no choice but to choose the best of the worst these days. Which is so sad.
About a year ago, ASUS pushed out a BIOS auto-update to one of my friend's ASUS laptop, resulting it to be bricked, because it installed the wrong type of BIOS. (It was later determined that the laptop pulled the BIOS simultaneously with a Windows update and installed it without asking.)
I tried to help out my friend, so I sent it back for them to fix it, since it was their update that broke it. They charged me anyway for the BIOS reflash. Also, they corrupted all data on the laptop and for a bonus, they bricked the battery inside the machine. Then they made an offer to repair it, which would have cost about three times the price of that machine. Truly next-gen customer service.
I swore on that day to never buy anything ASUS branded.
that happens to me 1time at work, on aio from asus, and my boss said its my fault, of W update bios(not optional)...
Not onlu but legion tras did same to my y740
Yep. Same thing happened to my gfs asus laptop. Windows with included bios update bricked it.
Genuine Q:
Y T F does Windows update has Bios write access ?! And how would someone disable ANY Bios access? Is it a "special" preinstalled Asus version of Windows or all Windows version?
@@ptt1404 I have the same issue lol, I hate needing to remember to stop my laptop from trying to off itself
Only ever bought four Asus products in my life. A first model Geforce (ok), dvd burner (ok), rx580 (nok, store refund) and couple of days ago tuf gamig b550m-plus wifi ii. Out of the box and chipset heatsink was only in place by one of the two plastic screws. Other screw wasn't attached to the pcb or came out during packing or shipping. Popped the screw into place and let's hope chipset is ok. Tomorrow will assemble pc and praying. Doubt i will ever buy Asus again because i'm not impressed with quality control out of box and when it happens the probability of rma support is high and we all seen how it is. Thank for the video guys.
I own a computer sales and repair shop in Canada and have been selling ASUS products for 20 years. We send customer laptops for warranty repairs on behalf of our customers instead of making them go through the process themselves. We have had a few instances similar to this where they will not want to repair the laptop due to "customer induced damage" not related to the repair. It's definitely frustrating as we then either have to cover the repair for the customer, or explain why their laptop is no longer covered under warranty. In most cases we end up getting the laptop back unrepaired and repairing it in our shop for free for the customer. Customer satisfaction is the reason we stay in business so we end up eating the cost to keep them happy. We still make sure to tell them about ASUS's behavior in the process however. I'm glad your are bringing attention to this issue as it's getting worse as the years go on.
Logitech made a bad choice for buttons on a very expensive mouse. Their “eco friendly” way of dealing with it was giving me a new one. Just before the warranty ended, the replacement developed the same issue. The shop said that Logitech wouldn’t repair it and since I already got replacement they wouldn’t replace it again. I pleaded for the shop to at least attempt replace the button switches from a cheap donor mouse, which they did. After about 10 years that mouse is still working. I am grateful and have high opinion on the shop for going the extra mile to do what Logitech had to do in the first place.
Maybe stop selling Asus products?
Hey :) what shop?
@@chicherich G700? I know the the switches they used before refreshing to the G700s model were trash and the way they did the side buttons was a single piece of plastic that was molded into risers with the buttons on them, so if was a 100% failure rate for the side buttons due to material fatigue if you used them a lot.
Good on you. Also, how are you still in business?
Asus sold me a $2,500 laptop with a faulty screen and guess what… i’m still stuck with the damn thing 3 years later. Never buy from them.
Why didn't you just return it?
@@BHFFS I tried... when I reached out to support, they told me the warranty that came with the laptop didn't apply, since I had purchased it (new) from best buy. I later brought it to best buy, where they proceeded to tell me there wasn't anything they could do, and told me to send it to Asus... I got screwed by both companies, and i'm still out 2,500 because there literally wasn't anything I could do.
In 2016 I bought one of their gaming laptops, it was not cheap by any means. Brought it home, started testing it. THANK GOD my friend asked me to give him a call through Discord.
Tge mic wasn't working at all. In non of the programs. Even in the mic settings in system it wasn't picking up anything. Brought it straight back to the shop I got it, they were hesitant and asked me if I wanted to send it through warranty. I was like NOPE! Gave me a new pne no problem, but I believe it was a luck...
@@stillred From my experience, laptops come with a lot of bloatware and shit, and sometimes stuff doesn't even work properly. I had this experience with my Lenovo y50-70. This is why I do a clean install on any windows laptop I get.
now that I think about it, I'd rather take MSI for PC parts or Lenovo for laptops
I have been in a battle with Asus since August 2023 over my laptop. I too have had to send it in not once but twice for the same repair and the first repair did not even address the problem. Only after contacting everyone and posting on every blog I could get my hands on was I contacted by an Asus CEO repair person who is handling my case now. I am currently waiting for possible replacement offers this week.
Ironically, that same situation happened to me with MSI. 99% the same. I only got results after I told them exactly what was wrong with it, returned it twice and dealt with a different person.
a ceo repair person? is that an actual executive type position or is that just a title they give to one of their level 2 support ppl? It their company is like most, they outsource most of their support ppl to india/phillipines and when the customer is aggravated enough they finally relay them to someone not overseas who tends to resolve the issue easier than their overseas counterparts
do not delete the post, ANY post, don't make the mistake that i made.
I am dealing with the same problem from over an year for a Rog 6 phone. I paid 22k INR as per their initial quote for LCD and back panel and immediately after that they sent another quote that I need to pay for 50k INR for motherboard although my phone has no issues when I submitted the phone. (Alarm was working, phone calls I could hear, there was a damage only to the top left near camera which made me feel that lcd stopped or loose connection). I had no scratches on the front screen still I thought I had to pay so I paid 22k (Lcd + back panel).when they asked me to pay for 50k more for motherboard I was like dude the new phone cost is 47k INR
asus regularly lets bad batches pass QC and sell at a discount instead of just doing the repair themselfs.
I sent my laptop in for a bad USB port and they said "oops laptop is totaled" and they did the same thing. Gave me my laptop back in pieces after months of run-around with no hard drive
I had a case in Denmark where I sent in an Asus motherboard for an RMA. The motherboard was not powering up. Even RGB was not turning on.
Everything was pictured before shipment, and the guy in the store did a check of CPU pins with me. Nothing was broken.
Later I was presented with a repair of the pins that should had been broken. Asked for a picture, but that they would not provide. So I sent mine, and asked for the surveillance from the store, that backed up my case. And then finally they swapped the board. Without the store video, I would have had a hard case proving I did not break the pins.
Man, ASUS gone down hill.
Back during the GTX 400-series, I RMA'd my graphics card and it was replaced immedíately. What happened to ASUS :(
I was just commenting that I had a very similar experience with them around 2014-2015. Claimed I had bent CPU pins, but I did not have photos and I stupidly paid the ~$200 they demanded to replace the socket. When I received the board it would not even POST, and I decided to cut my losses after ending up with a $500 paper weight. I have made a point of never buying another one of their products.
@@rath6375 In my opinion, with the tech knowledge I have. I was surprised as well how a bend pin could do damage to a part that would affect the RGB lighting as well that always starts lighting up no matter if a CPU is inserted, what i also commented.
I was replied to in my comment stating that a bend pin could do such damage. They replied the pin was shorting out.
The board had been working for 1 year untouched at its place, so a sudden bend pin would also have been an odd sudden fault appearing.
@@EvoKeyWas it Proshop?
@@SoficalAspects Yes in Copenhagen.
As a former Asus repair tech in 2010... What the heck is going on over there? I had a laptop come to my station that was bent 40° and I was told to fix it. I had to replace every single part 😂. I had another come in from a military vet that had thought he could fix it himself and forgot how to put it back together and I had to put it together to diagnose it to them replace the motherboard and a fan.
Back then it was just fix it and send it out no questions asked.
My wild guess is that It seems they have some sort of commissions so they quote all the possible bullshit they could find, so when the customer pays for something, they will get some percentage out of it.
That's the only possible way I could think of that made someone do a f-up this hard.
Back then Asus gave you a direct line to engineers and would rewrite drivers on the spot. This level of care is how they got to where they are, but now of course, the suits think they know better.
New management trying to save and make money these people pop up now and again until stuff like this exposes them to shareholders and get them removed???
Has to be cost cutting, as sad as that is. Support is the most costly part of the product lifecycle that makes the least money (0), so companies have found that they can simply not prioritize it! Those with means will purchase a new product, while those who don’t are out of luck.
Short term thinking leads to alienating customers and long term damage. ASUS used to be a respected brand and this tech is why, customer care! Shame for being another NPCorp.
Where are you based when you worked there if you dont mind answering? Do you know where they are based now?
You know Steve is perturbed when he has to break out the microscope 😁
Either that, or horny. (sorry, couldn't resist)
Perturbed? He was positively glowing. He LOVES breaking out diagnostic equipment!
That was just for show. GN already logged that damage themselves before sending it in (6:08). So why the big performance?
@@SansAppellationsounds like someone is perturbed.
@@Mika-Fresh well sure, but GN are being deliberately shady here, feigning innocence while self-reporting and then making a song and dance when the other party is being shady in response
I had a similar experience with my Dell 3510 laptop. It, it was out of warranty so I contacted Dell's OUT OF WARRANTY department, I sent it in for repair $140-ish) and they refused to repair it because "IT IS OUT OF WARRANTY" I contacted them again telling them that I had worked with HUNDREDS of Dell systems for personal, commercial, and government use, (true) and after them sending it back with the problem being worse than before, they jacked up my LCD so they sent me another label and fixed the screen (but the keyboard no longer recognizes the "k" "." "6" or "/" keys but that is a fight for another day, at least they FINALLY "gave in"
This exact thing happened to me just last week. I sent in my 4-month-old Z790 motherboard for a bent LAN port pin, I had to spend $70 just on shipping, only for them to claim the damage is not covered under warranty, and sent me a repair bill for $481.90, when I only paid $314.97 for the board. Honestly I'm not very surprised a video came out about this shortly after my experience with ASUS.
my suggetion... learn to solder and fix thing yourself.. a bent LAN port pin is easily fixed my guy
That's not the point they should fix it if its under warranty
@@jeepsblackpowderandlights4305 or you know ... Companies should be honest and honour warranty agreements.
Louis Rossman calls it "the fuck you price" when they don't want to deal with you, Asus hates it's customers because they make bad products.
@@jeepsblackpowderandlights4305Im all for user-empowerment, but dont use it to excuse basic consumer rights when purchasing a product with a warranty. This is about the laziest possible thing to suggest to someone being screwed over
Yes I know how to solder well, and yes I repair my own PC components if its something Im able to do myself.
I got an RMA replacement for my 4090. They sent a repair unit with physical damage. When I attempted to RMA it again, they tried to charge me the repair fee (Over $2,000) for Customer Induced Damage. They finally accepted my claim and I didn’t need to pay but it took a lot of calls and yelling.
IT LITERALLY HAD THE SAME INSTABILITY & DAMAGE AS IN THE VIDEO.
What about the psychological damage you had? I can't imagine going through that process, I'd definitely lose half of my hair.
I was in disbelief when I saw similar damage today in the video. There’s something going on at the repair center.
@@but4ne420 asus= legalized scam center, they probably have a scam program like that that they follow on the RMA stuff to milk the customer's money
Got a friend who were in the same boat. RMA a 3080 and got a scratched unit. Instantly asked for another one.
As an SI, I gave up on ASUS many years ago, because of problems with their Service departments. The letter they responded with sounds like an extortion letter. I don't buy Asus, and I don't sell Asus.
Maybe a good and resourceful lawyer somewhere will go on Redit and some other platforms and organize a class for a class action suit. That would help straighten out the problem, I'd bet.
You guys are great and we appreciate your firm stand on customer support by manufacturers. GN... You Rock!
asus used to be pretty good. i had a 1070 that went bad was a few months shy of warranty end and they just sent me a new one no questions asked. sounds like it's gone downhill, sad to hear it my mobo and some components are asus :(
I had to chooise between Asus and Asrock for 6800xt. The Asrock was a a little cheaper so I went with it. Boy am i glad I did. Also learned that usually GPU manufacturers that make only AMD GPUs have better thermal solutions because companies like Asus refurbish their Nvidia coolers instead of designing specific ones for AMD
What are you preferred mobo vendors based on a) their boards not dying in the first place, and b) exprience w/ their service?
@@paulie-g I prefer Asrock & MSI. It used to be Gigabyte, but they have a few problems.
@@gecsus Thank you for the info. I'm certain I've heard horror stories about both ASRock and MSI as well though in the past :(
Finally watched this. I ordered parts for a new PC last week before watching this. My prior builds used many ASUS parts. Fortunately, I already had a bad feeling about ASUS and will have no ASUS parts in my new build. I did not know about NZXT but I watched your video on that in time to avoid them. I hope the scamming is not a trend. Perhaps at some point we will need to buy from licensed and bonded sellers to avoid fraud as we would for a contractor. Thanks.
25:16 I seriously hope that Louis is making a video on your experience right now, and very explicitly stating [to yet another company] that Magnusson-Moss says "Your warranty-void sticker is void in the US."
Watch the fuckers in charge try to repeal that too
We need another progressive era so damn bad
Already did. First thing he did I think in response
Love the guy
Literally cannot be understated how important this channel is.
Not just to PC giving back gaming in general.
You guys are not afraid to call out BS and scummy corporate practices as well as other goings ons in the industry as well as hardware and tech
"Literally". As opposed to what? Figuratively? Allegorically? Metaphorically?
"Cannot be understated". I think you meant to say "cannot be overstated".
Literally understate? Is there a figurative way to understate? So many monkeys use "literally" without having no idea what it means...
"cannot be understated how important this channel is" implies that this channel holds so little importance that you can't understate it. Think you meant "cannot be overstated".
@@yorkyswe You're a massive loser lol
I'm all for correct grammar, but the three replies above me took the whole "erm, ackchyually" to an absurd level.
Recently had a similar experience with Samsung. Try to return a tablet, they sent it back and said that they couldn't do the refund because there was scratches on the case. I told them that those were fingerprints. They said that they had attempted to wipe them off and they had not.
When I got the tablet back, I immediately wiped the fingerprints off.
We really got to start holding these companies to account
How do you plan to do that as a lonely consumer without fundamentally changing the entire economic system
that's why I like to buy my stuff from retailers (locally)/amazon directly and not from samsung and co. directly.
Then the retailers have to deal with you buy law and you don't have to deal with a big corpo sitting 1000 miles away from you.
With amazon, they don't care at all and rather have a happy returninh costumer
Oof. I got a funky gap between the screen and the frame on my Xiaomi pad about a year in (still perfectly functional tho, but it exposed the components slightly). They sent me a brand new one in like two weeks.
I feel you, I sent a monitor for repair, I got back the monitor with the bezel broken and 2 lines of dead pixels. 1 running vertically and the other running horizontally. I contacted them the day I received the monitor and they told me it would be another 200 dollars to repair the lcd and bezel. They've pretty much guaranteed I will never buy another samsung monitor. The original damage was I picked up a controller by the cable and it pendulum swung into the screen breaking it. The damage was in the middle of the screen, not the bezel or the corner. Edit: Oh and after that they disabled my ability to submit online warranty repairs, I have to call and speak with someone to submit it.
Samsung is very dishonest especially with their foldable phone warranties. The hinges and displays are prone to damage, but they always try to charge money or sell insurance for what is the entire point of the product.
My wife had an issue with her Asus monitor, luckily it's under warranty. Two parts was replaced (board and lcd) and got it fixed. Had a great time and happy with the service. No additional payment was needed. For this "tech support" inconsistency and incompetency, it all boils down to the rep and the team that handled your ticket. Remember, in a tech/customer support division, there are several teams, several agents, each have their KPIs. Some have great agents, some bad. I'm not defending Asus, but as you see in my experience, it depends on the agent you got. At most, best you can do is complain and escalate. I do hope that Asus can get their act straight and kick those bad reps. Also, if the device is out of warranty or sticker removed and warranty is void, you need to pay for support. No matter if it is asus or any company for that matter unless it is confirmed and annouced there is a defect and a recall is in place. Like the samsung note 7 battery. I don't understand why complain about an charge for an out of warranty support "request".
That's why Jayztwocents said "FU*K YOU, ASUS!" and no longer works with ASUS...
except when he did his recent video on how you can waste money, the expensive motherboard was an Asus, I think.
@@nagranoth_ It might have been from his stock of pc parts and just grabbed an asus motherboard
I don’t know about that Video but another one that I watched he used one too and explained he has it here and it’s the only one that has a certain Function or something. Maybe a similar Situation. But he canceled his Sponsor Dealss with them.
@@kennyd7667 Likely. He had worked with them and correlated partners, so plenty of props from ASUS.
Not to mention related "partners" only sending an ASUS model for reviewing after his call out and not other brand or something more "founderly". So other companies partnering with ASUS seems to be as sketchy.
The actual reason was the horrible communication with the marketing department.
The am5 fiasco was the nail in the coffin
I bought my son an open box Asus desktop from Best buy. It was a good deal and I'm a single income family. Plus my son only plays like three games. It stopped producing video or power to usbs after a month and a half. It was out of best buys return window. Ok fine I'll call the manufacturer no biggie. I called almost a dozen times and got no where. 4 of the calls the agents pretended they couldn't hear me even though I was on a landline and have never had a problem. They would hangup. The rest told me my serial number on the machine was invalid. I read them every sticker on the machine and none of them worked. They said they couldn't help me. I said I have a proof of purchase. The. Wanted me to pay 180 dollars to send the desktop in to validate it had a warranty. I got no where. Went back to Best buy and they have sent it in for me. It's currently still being repaired. Hopefully I don't get a bill for it. We will see but yeah it has been a nightmare.
Be careful with the open box stuff. I bought a tv like that. Could be a steal, or you could be getting robbed. Something tells me the geeksquad looked at it and decided to try to sell it after someone brought it back.
@@ragnoxis05
Yea I knew it was a gamble. It still had the box and actually there was a Christmas card in the box which lets me know they didn't remotely check it. We will see, but ya screw Asus.
Please do update us on what will happen to the desktop, best of luck 🙏
Was there money in the Christmas card, at least? 😂
@@NarwahlGaming lol no but Mimi's gift got returned. I picked it back up today from Best buy. They replaced the board and processor under warranty.
I've worked on at least 5 ASUS GPUs that overheated and throttled from the factory. All had toothpaste-tier bulk thermal paste that, when replaced, made the cards function normally. Even the first one made me a non-customer. I'll never own anything ASUS branded or let any friends buy ASUS products. This video is just icing on the cake.
“Accessories will not be returned to you” bruh could you imagine dropping your car off at the mechanic and they return the vehicle but take your spare tire
Spare tire, charging cables, radio lol.
@@TheCommanderTaco The back doors. Those aren't needed.
Should've welded on your roof-rack bruh /s
I think they have an English word for that… it’s called THEFT.
Same with Gigabyte here in Germany - they tell you not to send any other parts
I've seen this before. In the past, I worked as a representative for a bolting tool company, and in one episode, I noticed that a tool that had been delivered, but had not yet been used, had problems with the electric motor, and I instructed the customer to send the tool for maintenance, and that such failure would possibly be covered by the warranty (again, the tool had never been used). The technical report indicated that the tool had been exposed to moisture, had been opened, etc. I as a representative criticized the report, saying that this tool never left it's case, it was in the same condition since the day of delivery (I was the one who checked all tools) but my superiors completely ignored it, instead saying that I was wrong and it was my role to defend the company, not the customer. It didn't take long until I decided to leave, I can't accept this type of policy.
Customers are company's lifeblood. I'll never understand how these people can forget that.
@@anonymousapproximation8549 because customers dont utilize this enough, corporations will always dick you down as long as they're allowed to, it's the reason why the AAA industry shits out games with fat returns.
I think it's been about 5 or 6 games since cod had an original idea, everything since then has been a bug riddled transaction filled mess yet they're still one of the biggest.
A few years ago a friend lost a 1080ti because the waranty found a missing blade on one of the coolers, he sent the card without the damage to them.... the issue was a dead GPU. He sold everything asus related he has and never bought anything from them again.
i cant believe how bad Asus has turned out....back in 2007 i purchased an Asus gamers laptop which cost me approx. $1300, 2 weeks after the warranty expired i lost the use of several keys on the keyboard. so i called Asus and to my surprise in the rude manner they denied my request for consideration of a warranty repair and wouldnt budge and with that i banned Asus from my home and my family, now being an old IT guy and owner of a Tech business in NY my family asks me to find them good electronics and since then Asus has lost out on more than 20 laptop sales as well as motherboard sales. im surprised they are still pulling that sort of crap on people. your item with the tiniest of scratched is totally ridiculous and you could contact corporate if just to alert them and mount a major complaint