My favorite notification , great channel! That pcie bent was crazy , would make anyone mad! I have a monitor from Asus that recently broke , was not eeven 2 years old 😢
Yeah, i got scammed by Asus on a gpu warranty claim, bad fan. They said the gpu had been tampered with and they tried to charge me for a bunch of repairs. I always keep video records of everything, including unboxing and first run when installing expensive new hardware, having had to deal with these companies in the past. The card was new out of box. Plugged in and 1 fan has a bad bearing. I had to file a complaint with the ACCC and provide the full video to Asus to get it resolved. It took 7 months. That was my last Asus purchase.
@@GameplayTubeYT yeah, I sent Steve at GN my video and then a week later he released his video … hopefully it gave him some inspiration … just goes to show how widespread the problems are.
@@blackbirdpctechyeah thanks to all of you!! I decided not to buy the ROG ally X no matter how good the improvement they made i will just buy the Lenovo Legion Go
Just ordered a new laptop from Asus. Its been processing for 3 days so I contacted customer service and they said they were awaiting approval from my bank. Called my bank and they said it was approved and being held up by Asus. Asus customer service was incredibly rude to me.
I'm not surprised ... it's like there are two different versions of Asus, the part that makes great products and the part that resents having to provide service to customers ... very strange behavior.
I used to love ASUS products, but back in 2013, I sent in an ASUS P8Z68 Deluxe GEN3 motherboard in for RMA, but got an ASUS P8P67 Deluxe REV 3.0 motherboard back, with the same serial number on it. I've avoided ASUS products since then.
In spite of this video, my experience went well. I had a 3070ko, and i shipped it to Asus for RMA since the fan bearing was making noise. It took 2 weeks and a half in total from shipping to receiving it back. They did not have the 3070 ko and sent me the 3070 TUF which i am ok with. Yes, i did not like that i had to pay 75CAD for shipping to them, but i guess the reason the pay is so high is because it gets shipped right away and they get it the next day and start testing, in my case across Canada from AB to ON. And yes after watching your video i got anxious that it will come damaged, but it actually came back in a wrap placed in a box, which was in a wrap in a second box, so pretty safe. I almost want to believe that Asus watched your video and decided to fix their RMA process.
That's great to hear ... it looks like the negative attention has paid off and Asus is starting to get their act together ... glad it worked out for you.
I had the same issue as you described it with an Asus Strix 3080 10GB a while back. Luckily I had warranty from my pre built thru NZXT but they sent me a Gigabyte 3080 Aurous Master. I figure I had no say in it since they use what they had available back then. I've since completely changed my case, ram, gpu, aio, case fans. I buy mostly from Microcenter now and always get their in store warranty. I'd much rather use Microcenter warranty than go thru Manufacturer. Thank you for sharing your story. Love the content as always!
If you are lucky enough to live close to a Microcenter then that is absolutely the right way to go ... I have one about 45min away so I should definitely start using it more.
I still plan to release my ultimate Asus build video but moving forward I will look for other alternatives. Sometimes the best choice will still be an Asus product and that's ok, but where I can find a better option I will use that instead. I guess my big shift will be from an Asus fan where I will intentionally buy an ROG product to an Asus user where I will use one of their products only if the other options are not sufficient.
The card you got back is not the same as the card you sent in. The Serial stickers are completely different. The card with bent fins etc is probably from the original owner.
I understand that … they state that if your card is faulty they will replace it with a card that is of equal or greater value. Ignoring the damage, the card they sent is not of equal value to the card I had … if I was to try selling the replacement card on eBay I would get significantly less for it. Combine that with the damage to the card and it becomes a much bigger issue.
I currently still have the card and I left it in the exact same condition that I received it. I reached out to Asus support to let them know. Let’s see how they respond. Will continue to document and let the community know what transpires.
Asus is the new Packard Bell. The problem with doing business that way is that you eventually run out of suckers once your reputation catches up with you.
🙂 thanks for the headsup, theres no point in sending them the card then, your better off sending it to northwest repair for repair, and you might want to use a different type of case where you can invert the case or get a sideways case so your big card and hanging straight up and down, cause 4090s have a huge rate of failure if you didnt know
$2000 card you would think they would bend over backwards to help, even if the card wasnt dropped with the pci e bracket heavily damaged theres still the state of all the scratches, dings and bent fins, I think there sending back repaired cards instead of new cards to save money, fine except they should still take the time to replace or clean up the plastics, metal outer parts and heatsinks, pack it properly, treat it with care and send it back to the customer.
It's sitting in the box they sent it to me in ... will see how Asus responds and do a quick follow-up video ... hopefully it doesn't become a permanent paper weight.
@@blackbirdpctech I had a similar scenario with Benq screen years ago, after the 3rd unit wasn't in same condition as the one which I sent in for RMA (no scracthes on panel/chassis), resulting in: "sale canceled with retailer" and full refund - This is how customer rights work here in Finland.
@@blackbirdpctech Yep, here you can often get RMA'd even outside that 2-3-5 year warranty period. After the years have passed, and let's say a RTX 4090 fails at some 6years of age - It's "expected lifetime" is at least that 5y, so consumer most likely will get partial refund. Mby something around ~60-75%, which is the original price deducted with "usage benefit". Fully logical math IMO. Mostly for GPUs i'm after those few models which have 5y warranty, some Aorus/Zotac models... consumers here are well protected. But back to your problem: I would insist better service due to purchasing a top-of-the-line product and RMA segment not joking around - mby Asus RMA was done by some random small company and not "Asus itself".
WOW, So glad I happened upon this video. I have a Gigabyte GPU and Mobo so I dont have to look forward to dealing with Asus with my main PC but I will definitely stay away from them from now on for any future builds.
Great video Matt. Sorry to hear what you have been through. I've spent the last few weeks spec'ing up a new 3D workstation build, at the heart of which was an ASUS ROG Dark Hero, ASUS TUF RTX 4090 and ASUS ROG Swift monitor. At this point in time, I'm going to ditch ASUS completely and find suitable alternatives. . All of you who speak out against and expose this kind of repugnant behaviour by ASUS, deserve our utmost respect - thank you. ASUS, if you're watching and reading, my advice (and that of others) to you is: SIT UP AND TAKE NOTE
I bought a Zephyrus M16 laptop and 1 day after the 1 year warranty expired it bricked itself. Wouldn't turn on when plugged into AC power. Worked with USB-C power for a while but now it's completely bricked and won't turn on at all. 3 months of going in circles with ASUS's shitty "customer service" they finally backpedaled completely (after telling me they could RMA the laptop no problem) and told me "unfortunately your warranty doesn't cover replacements or repairs". So now I have a $1500 paperweight. I'm extra annoyed because it was genuinely a great product, but after this and the influx of people coming out and complaing about their shitty customer service, I don't think I'll ever buy another ASUS product.
I can relate to this because I genuinely like their products but their support is just so incredibly bad that I will now look at all other options first before buying an Asus product again.
@@blackbirdpctech Yes! I have always been a fan of their products and my M16 was GREAT! I'm just mad that it bricked itself... I know they're a giant corporation, but shouldn't a company care about making products that function longer than a year, or at least making the situation right? I think I'm giving them waaay too much credit as they obviously just don't care.
It's very short term thinking to behave this way because it will eventually catch up to them and they will be forced to fix it. The issues appear to run deep and are the result of poor leadership, which is not easy to fix until they have a change of leadership.
They make good stuff. It's too bad their support is so poor. I recently bought a Tuff Gaming laptop and have used their ROG mainboards for years. Never had an issue. Here's to hoping someone at Asus is paying attention.
They did the same thing to me, but with an Asus Monitor 32". I send it "imaculated", inside the original box, as i bought it. Received another monitor, packed in a different box, without attention to care, fortunately the monitor was ok, without any apparent defects. But like you, have always bought Asus hardware, never more!! 2 months before, an asus board that i have sent via RMA, they toke 2 months to send me an EMail, saying that the board, an x570, was out of production, and if i wanted to receive the money or a different board. I just received the money, and will never buy ASUS anymore. This was in Portugal.
I bought an Asus RTX 4070 Super Dual EVO 4 weeks ago and it was fine until I realized it got way too hot (over 100°C hotspot) and had some weird pixel artefacts. Now I send it back within the 30 day refund policy to avoid asus reclamation service. What do you think about the Gigabyte RTX 4070 super Eagle or windforce?
I haven’t tested them … have you considered the Founder’s Edition? I think it looks good and they are well built cards, especially considering that are priced at msrp.
I’ve only tested the 4080S and 4090 variants and it performed really well … unfortunately the 4070S card that I tested was an Asus Dual card, so I wouldn’t recommend that now.
@@blackbirdpctech I purchased the same card in the new evo-edition and can't recommend it either which is why I look for a replacement. I will check the founders edition!
@blackbirdpctech shame too because in my country ASUS were selling their cards cheaper too but if this is what comes with it then it's not worth the price haha
In the US their products typically sell with a premium, so it's an even larger problem ... it's ok to charge a premium but you need to deliver a great product AND great service if you do.
The one and only time I bought an Asus graphics card it began artifacting well before the warranty expired. I tried contacting their Service department by many means and after being stonewalled for weeks on end the only response I received was it was out of warranty and therefore they weren't going to do anything about it. Yet it was still under warranty as my documentation showed. That was quite a few years ago and since then I have avoided Asus except for two motherboards. They don't care.
I found your video through Facebook. Ignore some of the folks over there. Probably stop posting videos there too because it just invites trolls. As for the RMA process, unfortunately ASUS is just copying or doing the same thing that almost every other PC companies RMA service provides. IT SUCKS. I have gotten back very poor condition cards of all sorts from many companies. Zotac, Giga, MSI, even EVGA sent back a card that was all scratched up. One of my first videos I posted was about Zotac and how they sent me 2 bad return cards back to back. ASUS unfortunately is just doing the same thing. They will send you back some other persons scratched up card as RMA and if they dropped it on the way out then " OOPS" MSI (I am not a massive fan) currently has the best RMA warranty situation. They are quick and often send NEW old stock Items back. How long that will last? who knows. EVGA was once the king of RMA, but now since their stock is drying up, you will start to see that dwindle. As for Asus... ASUS HAS WAY TOO MANY PRODUCTS! Like.. how could they ever really care about the customer when every week there is a new product release. Anyway, good luck, I hope they fix the issue for you.
Thanks, appreciate your comment. They do have a lot of products but generally I think they make high quality stuff ... as I mentioned in my video I was a fan ... I guess I was fortunate to not have to use their RMA process before ... I was definitely shocked. As for Facebook, I think those groups are mild compared with Reddit ... if you want to get trolled then try posting something on Reddit 😉
They know most ppl won't go thru the trouble of filing a civil law suit and the few who do is worth it to them bc they are so big. Both Asus and Gigabyte have horribly degraded over the last decade to the point that I'm mostly only using MSI and Asrock now but unfortunately I feel forced to use Asus for my gpu selection bc they are one of the few companies to include dual hdmi 2.1 ports on the higher end models. I hope when the 5000 series gpu's come out that MSI will offer a dual hdmi 2.1 ports otherwise I'm probably stuck w/ Asus again.
Has the Serial Number Sticker been tampered with, It looks like they sent you someones else GPU and then they probably resold your 4090 as a new card to some poor unsuspecting victim. I would be Irate myself, Now you can't send it back to them without the original packaging. I would contact them and record the phone call in case they lie and you can take this matter to the upper Management. I too am an owner of several ASUS ROG Strix components. I hope that I don't have to deal with this logistical nightmare. It looks like lower management is doing everything he can to show a profit by cheating customers to benefit the companies bank. Good Luck my friend!
They definitely sent a different card with a different serial number and they clearly changed the serial number of the replacement card, so yeah, not happy at all.
@@blackbirdpctech I feel for you man, This really stinks. I take it you called them and they denied it? I had no idea they would be capable of such scamming. I hope you get some kind of compensation. Good luck.
@@blackbirdpctech I look forward to a good resolution. I am hoping this turns out, send him the video you made to show they have robbed you deliberately. They even took your retail packaging which makes this so much worse but this may be key evidence that you were sent a beat up card with no retail box. Good Luck!
Great price and yes, the build quality is great for Sapphire but I don't think they have great support ... similar to Asus ... it didn't stop me from buying from them but I would thoroughly test your new card so you have the option of returning it in the return window if there is an issue.
I always buy AMD Sapphire cards. They are very reliable, but im not sure about their customer support since I never had a defective product from them. My Sapphire HD5670 from 2010 is still running. 😂
@@pattrickmerete I think they are the best AiB partner for AMD GPU's ... the feedback that I've seen online about their service however is not good ... hopefully I won't have to deal with them.
Hi Matt, relevant video topic since I have experience something similar but with a motherboard but I live in Mexico city, I got the mobo via amazon but it was imported so asus mexico didnt want to make the warranty valid. this was 3 years ago.
great content, there's literally a Asus pg32ucdm in stock right now that I could snag, but all this controversy makes me not even wanna trouble myself with buying it and driving the 45 min to pick it up and return my LG if I like it, but I do enjoy my 4k 240hz lg so ill stick with that instead of giving my money to Asus.
Sadly, these iniquity happens when these companies get to big for their own boots. it seems the days of : The customers always right is over. Proper turn off, regarding their products. By the way. You have every right to be angry. These products ain't cheap. And this is how they expect to deal with us the consumer! Terribly wrong. They better change their dodgy ways. They are slowly creating their own downfall. It's a matter of time.
Yeah, I really hope that their sales drop as a result and they are forced to change … the crazy thing is all of these larger TH-camrs that say Asus is terrible to get views and then take their sponsorship money to go to computex and push their new products. That’s a big part of the problem.
That's sad bro. Since my first PC 23 years ago, the only two motherboards that presented critical failures through years of very safe usage were from asus (P5K-SE and M2N-E SLI). I don't think it's a bad company when it comes to their products, they are amazing as you said, but both quality control and RMA are really bad, and that's taking a toll in their reputation. Luckily, my RX5700 dual evo is still kicking.
I too would feel absolutely disgusted if the GPU that I returned was in better condition than the replacement I received. Not only that, the outer box didn't have any fragile labelling of any sort for something that costs a couple of grand which is quite miserly of Asus. It costs 2 grand for crying out loud, let the shipping people know it's something that needs to be treated with a little diligence.
I had a defective repair that they not only refused to repair but further damaged (I sent them twice, arrived both times like they played football with it). Never buying a single asus product ever
It doesn't make sense ... if I hadn't taken video of the GPU before I sent it in, it would have been my word against theirs, but even then they still decided to screw me over ... they simply don't care.
@@blackbirdpctech I did actually make pictures of the mobo, the packaging everything. After a long battle through consumer protection, they said the case is inconclusive and it was dismissed. When I first got the mobo back a pin in the middle was bent outwards (which I don't know how you can do inserting the cpu, since your fingers are on the outside, worst case would be bending it inside). There was thermal paste all over, even on the plastic socket protector that I infact did not even put back on, just threw it into the box OUTSIDE the ESD bag. Plus I didn't even use thermal paste when testing the build, did not even put on a cooler. Either way I lost the 200ish dollars for 2022's christmas that I spent on their shitty board.
They either sent you back a different board (didn't repair it, just sent you a different one they repaired) or tested it, made a mess and sent it back. They sent me back a different card to the one that I sent in. I ended up testing it and the GPU was overheating, so I took it apart and re-pasted it. It works fine now however it is still scratched. I simply gave up ... I am sick of dealing with them.
@@blackbirdpctech What made me completely uninsterested is how the board looked when they only complained about a single bent pint. Wouldn't have been really hard to fix that one. I work in the electronics industry, we manufacture mass spectrometer towers with tons of boards in them. Have very good guys working the repairs too. Bonus points. After I sent it back for the second time baffled they would pull the rug from under me right that, they sent it in for "repair" again. Then claimed multiple pins are missing. Oh yeah! And an "I/O shield sticker". Whatever that would be? Complete joke of a company.
The fact you as a customer have to go through that whole process of sending back the replacement again would be infuriating. If I send something back in its original box with no scratches and get back a replacement that's a refurbished one I want it in as good condition with the box. Also, how many times when they do something like this, do they get away with it because people need their PC and don't want to wait for another replacement. Im sure the employees working at the RMA wouldn't want to get that card if they went through this process, so why are they giving it to other people? It takes years to build a reputation and seconds to destroy it, Asus need to look into this issue and resolve it.
@@blackbirdpctech Indeed. I decided against it after asking a ASUS CS for the User Manual as PDF Since it was not published yet on the MB site of their newly released top of the line X370 ROG CROSSHAIR VI HERO and was told to wait...
I discuss that in one of my earlier videos where I compared 6000MT/s to 8000MT/s … Asus and their competitors should be held accountable for false advertisement with a class action lawsuit … they clearly market these new z790 boards with supporting 8000+, which is absolute rubbish.
I like the fact that they provide a quality score for your cpu and memory controller but after using the bios from msi, gigabyte and Asrock I think they Asus could make some big improvements.
the fact that this shipped without the box you gave them is mind blowing if the old card was defective why the hell didnt they put the card they gave you in the box you provided.
@@blackbirdpctech plenty to be fair but ASUS and MSI ATM seem to be competing with who wants to be the scumbag of the year award lol. MSI don't seem to have any quality control at all. in the years of being on toms hardware diagnosing peoples problems on average ill answer about 70 percent with MSI motherboard issues. Asus seem to have issues with using power profiles that where outright outside of the spec voltage on am5.
@@blackbirdpctechwhile that may be the case that's both on intel and ASUS i doubt intel didn't know that ASUS was doing that. still asus should be following the guidelines given providing intel gave them any guidelines at all of course as intel cant even get right there cpu socket retention bracket that bracket bends the hell out of the lga 1700 chips its not a wonder most coolers have issues cooling these chips properly when it doesnt even make proper contact with the ihs or die this causes instability with ram as well as ive fixed several machines with ram not being detected put on the lga 1700 thermalright bracket fixed it. I have a asus motherboard on am4 so at least that platform doesnt seem to have these issues.
Agreed ... I am currently working on a video for next week on the Intel instability issues and their new recommendations ... they are to blame for being vague with their guidance and Asus ran with it and pushed it too much. And yes, I use contact frames for an LGA 1700 CPU ... it's remarkably stupid that Intel didn't bother to update the retention mechanism after it was discovered to cause bending.
😢Don't ship fed ex, unless you want it broken, the 2nd box was probably a replacement wrap by fex poo qa ppl. Ask Asus for shipping details.shipping via fex poo, is literally like taking your desk and pushing your box up and down your driveway with cars driving over it
That's an interesting thought however I would likely have seen signs that the inner box had shipping labels on it. Even Asus couldn't be bad enough to ship a GPU in the inner box alone ... on second thought ...
@@blackbirdpctech the box was replaced with a new one, and remade shipping label.. your GPU was probably flopping around on the belts or thrown a few times, and popped out of the box. Ask anyone who works there,
@@blackbirdpctech wow, even if FedEx did destroy the package, they don't know the internal contents and would expect proper packaging to begin with - especially from a company.. So if they did move the label to an outer box after the damage was done, this would still be on ASUS logistics department.. You can say a lot about rough shipping, but ASUS should know better.. Unless ASUS intentionally try to write off the loss by blaming another company for mishandling the package.. But that would be more than just scummy?!
They didn’t even wait to see the images before putting the blame on FedEx … even after I specifically told them the outer box was not damaged. They really are a bad company when it comes to customer support.
A sus.. Used to be a good brand, but not anymore. Just built a brand-new AMD X3D PC and completely left them out of the equation, for obvious reasons. Hell, I wouldn't even trust them with Intel with the recent overheating issues, but that's both manufacturers' faults.
I stopped buying Asus products especially motherboards since 2008-9 I never had any Asus board go without RMA during its 3yrs warranty period. And their service centre will straight away reject the boards citing customer’s faults on top of rude behaviour and unfriendly looks as if you are begging there for free repairs when its under warranty. I switched to Gigabyte and never had any major issues and when had service centers were professional and repaired boards in time. Asus just asks for extra tax on its name without providing anything extra in terms of quality or service. Better to vote with your wallets.
@@blackbirdpctech I assembled my first personal PC in 2003 of AMD Athlon XP 1700 with exposed die and Nvidia nforce Asus motherboard with built in GPU, I had done PC hardware networking diploma along with regular college in 2001-2002 that time I was just 15-16yrs old but a very big PC and hardware fan. And since then I started assembling PCs as a hobby for friends and families. Btw this was way back in Mumbai, India that time haha
This is horrific! I hope this video gets many many views! I'm glad i don't buy ASUS since i got their scam rog phone. But i couln't imagine that ASUS is such a big scam company.
@@blackbirdpctech Yeah it's probably worse than we know. I got their rog phone and with my 36years i never owned a worse phone then this piece of sh.... It's not only their customer service. Their products are crap too...
Got confused due to Australian accent. For any locals (in Australia), that rubbish doesn't fly here. I've never had an issue with warranty claims in Australia, I would wager due to our consumer protection laws that don't let the retailer pass the buck.
This is absurd. Never again asus. I regret buying your motherboard now but I will NEVER buy or allow friends and family to buy your products again. SHAME.
Stopped bying Asus when I ended up having to involve consumer affairs western Australia twice in 2 years, before Asus through their local retailer replace a faulty motherboard in one instance, and GPU in another (both ROG). Neither were not overclocked but failed with similar voltage regulator failures in different systems. They RMA process in Australia is abysmal.....
That’s the problem I have, clearly the card was hit with a significant force to cause that damage … I simply don’t want to risk installing it in my pc.
Next step is to see how Asus responds to my photos/video of the condition the card arrived and to see how they explain the damage to the card and inner box. I was just so angry when I got the card back in that condition.
Yes, that was just to add insult to injury. If I had sent it to Asus the way they sent it to me they would have sent it back and said it was damaged on arrival.
My Asrock x670e Steel Legend died on me after 10 months and *Scorptec* refunded me as they had no more in stock. (They didn't make me pay for postage.) I waited a week or so till they got them back in stock and promptly bought the same board... at a cheaper price. They even gave me an extra discount for the inconvenience. 😁 PS: It's a great board so I thought I'd give it a second chance.
They did not send your own card back to you. They sent a refurbished card, from their shelf which, obviously, was not handled as you handled yours. The quick shipping, of the replacement card, is also an indicator, of the fact they sent a refurbished replacement. Yes, in your case, it was a scam. 😁✌🖖
I think this is more an example of incompetence than intentional malicious business practices, so not really the result of being scammed. That doesn't mean Asus doesn't scam people on RMA's. All of the major manufacturers are pretty terrible when it comes to warranties and RMAs, which is mostly a result of the low margins on electronics. Asus charges a pretty hefty premium for their stuff over the competition though, so they don't really have that excuse. Gigabyte litterally shuts down their RMA website whenever a major problem is uncovered to prevent mass RMAs. I've seen many stories of people sending defective motherboards in to companies like Asus or MSI only to have the socket pins suddenly and mysteriously become mangled, which conveniently voids the warranty. Plenty of actual examples of scams out there, but I don't agree that this is one of those cases.
The reason that I used the definition of the word “scam” to frame my conclusion was to try to avoid this being a subjective opinion. They made an intentional decision to package a card that they damaged at their factory … that goes beyond basic incompetence. The other issues with the card could indeed be incompetence.
@@blackbirdpctech Never ascribe to malice that which can be explained by incompetence. I have seen people do dumber things than drop a card and then box it up without looking at it to make sure it's ok. Even if the person knew they broke it and shipped it anyway, that is still incompetence. For this to be a scam, it would need to be the policy of the company to ship things known to be broken back to the customer, which I doubt is the case. This is more likely an employee fucking up and not wanting to own up to it and get in trouble. That's just incompetence.
@@dremy746 Two things: 1. As shown in the video, the word "scam" has a definition, so we don't need to argue about it. Your definition is simply not accurate ... it simply needs to be a deceptive act OR operation. Packaging up a component and sending it to a customer that you knowingly damaged is a deceptive act. If they were unaware then it could be called incompetence, but this is a large hole in the box as a result of something they did, so no, there was intent to deceive in that one act. 2. "it would need to be the policy of the company to ship things known to be broken back to the customer" ... have you actually looked at the sheer magnitude of the complaints online? And these are just the people that took the time to actually write about their experience. This clearly happens frequently so they either hire completely incompetent employees or they are running a deceptive operation, which is a scam.
@@blackbirdpctech So first off, I said in my original comment that companies like Asus have absolutely done scammy thing, just that this wasn't a very good example of that. Also, there is a difference between what you are definining as a scam and what the legal definition of it is. Your case didn't involve fraud. But even if we go by how you have chosen to narrowly view the definition of it, then Asus may very well have not scammed you, some individual at Asus did. Unless they were instructed by management to send you a damaged card, which is unlikely but not outside the realm of prossibility, though there is no evidence to support that. Fraud requires malicious intent, and there is no evidence in your case for that. People use the term scam and fraud far too broadly and it creates a situation, like in this case, where peoplpe misunderstand what it actually means. If this were actually a scam, with malicious intent to defraud you, then you could sue them. But I think you're smart enough to know a judge would laugh in your face if you brought this to court. You just got a shitty RMA experience, not scammed. But at this point we are literally arguing semantics and the real issue here is Asus, along with pretty much all of the other manufacturers, have extremely shitty customer support. But again, Asus is not alone in this. They all suck.
I appreciate the chat ... I always have time for someone that is able to discuss something in a respectful way. I want to be very clear about the definition of scam that I used ... it's from the Merriam-Webster dictionary, I didn't make it up to suit my needs as you imply. Furthermore if you look up the legal term for scam it's fraud, with the following definition: "the intentional use of deceit, a trick or some dishonest means to deprive another of his/her/its money, property or a legal right." where in civil litigation, allegations of fraud might be based on a misrepresentation of fact that was either intentional or negligent. Given this and the fact that Asus took my property and intentionally sent back a damaged product (they shipped a box with visible damage from their facility), it is relatively easy to show that this case rises to the level of a scam perpetrated by Asus. Furthermore, by this legal definition negligence can still be classified as fraud. Your statement "... then Asus may very well have not scammed you, some individual at Asus did." A company is it's employees ... stating that it was an employee at Asus that scammed me is EXACTLY the same as stating that Asus scammed me. You don't need 10, 50, 100, 1000 employees to scam someone for Asus to be responsible. But even then, the large number of reports of similar or worse behavior would point to a fundamental issue within Asus that creates an environment for this to happen, and happen often, which means it's not just one person, it's a systematic issue. In the US the legal system is not setup to efficiently handle cases like this ... it is setup to force people to settle. I've unfortunately been involved in multiple lawsuits over larger sums of money and all that ends up happening is that you spend a lot of money on lawyer fees and end up settling out of court. So for $2,000 it makes no sense to sue ... it would cost me considerably more to hire legal representation and any damages I would get would at that point not cover my time. This doesn't somehow mean I don't have a case, it simply means that I understand the reality of the US legal system.
Asus in the UK won't take my 3090 back even though I am within the 3 year warranty. Amazon UK won't take it back after 2 years. I have spent hours trying to get both companies to take it back one says send it to the other. Neither are replying now... they are just letting my warranty run out. Disgusting. I WILL NEVER BUY ASUS OR ANY ASUS PRODUCTS EVER AGAIN FROM AMAZON.
Unfortunately I am not surprised by this behavior from Asus ... they will not change until there is a fundamental shift in their business, which will not happen until they have new leadership.
Not every company … there are some that maintain standards and actually believe in ethics … the problem is we reward companies even though they behave in unethical ways.
I don't want them to disappear, I simply want them to fix their service. We need competition to keep prices down, so it's not good for us when things like EK happen.
I like their products … they are generally well engineered … I do think the premium they charge for their higher end products is too much (similar to Apple), but that’s just my opinion. The issue I have with them is their service and that is not similar to Apple … if they can improve their service and stop trying to scam customers then their product premium would make much more sense.
Some notes on your video that should be mentioned. The packaging is odd - there should have been something supporting around the GPU. Box within a box is not enough protection for a GPU usually. The box damage could have happened from being clipped while passing down a shipping trolley. It's something that they should have checked, I agree. but isn't a scam as it's claimed. Should see how many boxes get smashed or banged up from shipping companies. The bent brackets look like a combination of bad packaging and possibly? that gouge in the inner box. Being that it is an RMA, they likely shipped it anyway because according to their policy it doesn't affect it's function. Mentioning the scratches and dings on the card though is nitpicking. Any warranty replacement is a refurbished card. There's going to be scratches and nicks, dings. They're not perfect, they're what's grabbed from a working pile and sent out. Things like fins that are slightly bent, minor scratches are normal. The loose screws, means when they did their QA they either didn't tighten them or use loc tite. I've seen new cards with loose screws though so dime a dozen. The comment of "I can't use it until I bend the brackets back in place" alright, yes. You could also have called out to asus and informed of the status the card was received. There's no mention of that in your video. Looking at this from a perspective that is neutral, you sent out a card. Got a refurbished card back that didn't meet your expectations, and instead of reaching out to the company to let them know posted a video online calling it a scam? The only things that Asus is even guilty of here is poor packaging which caused damage to the card. You as a consumer have a right to refuse acceptance of a damaged product just like Asus has the right to refuse repair if the item arrives damaged from improper packaging. Please provide an updated video that advises consumers of what happens after you contact them and provide the pictures that prove out the item was damaged during shipping, and your request for them to replace the damaged unit they sent.
I appreciate your comment, but I do not agree with your logic. If the inner box was clipped and damaged, how was the card itself damaged? There was no damage to the outer box and the inner box was shipped with bubble wrap on either side that had not been popped, so how was the bracket bent so badly during shipping? It is much more logical that the damage to the inner box and card occurred prior to leaving the factory by being dropped. Furthermore, how would they know if the drop and resulting damage impacted the function of the card without testing it? It was and wasn't the poor packaging that caused the damage to the card ... the card was damaged before being shipped ... if it had been packaged better then a drop would not have damaged the card in the same way. But once the card and box are damaged, why package them both up in a new box and send to a customer? So no, Asus is not just guilty of poor packaging, they are guilty of intentionally sending a card they damaged to a customer. The scratches and appearance are something you could argue about, but I do not agree that loose screws is acceptable ... this is a $2,000 GPU ... if the screws on the backplate are loose it brings into question other aspects of the repair. It's the combination of all of these things, together with their documented history of routinely doing this to other customers and Jay/Linus canceling their partnership that led me to call this a scam. I don't use that term lightly, but unfortunately their behavior certainly raises to that level.
@@blackbirdpctech The outter box not having any damage doesn't mean the box wasn't dropped at all during shipping. While there was some bubble wrap, it was between the outer and inner box, not inner box & GPU itself meaning if the package was dropped during shipment the GPU inside can move & damage the inner box without the outter box having any damage at all. Dropped parcels might have damaged corners but the sides don't get damaged. 99% of the time if one of the side of the box is damage it means the box was under an heavier box, got stuck or crushed. I've seen broken mirror or glass inside a box but the box itself didn't have any physical damage. ps: I work in the industry, I see how parcel get damaged, I see how they are handled, I see how clients don't know how to prepare a parcel and put little to no protection.
@@BananaBlooD9517 That simply doesn't make sense. The inner box was tight around the card, so there was no way for the card to move relative to the inner box. To create a gouge like that in the box would require significant force. That force would require the card to move relative to the box, creating the gouge, and be large enough to bend the bracket. All of that would then have to occur without causing any damage to the outer box and/or popping the bubble wrap on either side. I appreciate that you work in the shipping industry but the physics simply don't make sense. I studied forces for most of my career, so I'm used to analyzing much more challenging problems than this.
@@blackbirdpctech The gpu was kinda tight in the inner box but with room on the sides. The inner box only had some bubble wrap on the extremities between it and the outer box. When the parcel got dropped it landed on one of the sides, the inner box/GPU was sideway, bracket pointing down (bent part pointing down). The force was enough for the GPU to make a dent in the inner box. There is nothing to absorb the shock beside some bubble wrap on 2 sides out of 6. Newer bubble wrap doesn't pop but from my point of view I can't tell. Some boxes are more resistant/thicker than others but again, from my perspective it's hard to tell. I know boxes get manhandled during shipping & ASUS didn't pack it properly. The product inside the box needs to be packed in a way where it won't move at all. They could have put the GPU in the outer box, filled the box with something to absorb socks (bubble wrap, paper, packing peanuts etc.) and it would have been fine.
TVs usually only have styrofoam at the top & bottom, protecting the corners too. TVs rarely get damaged there. At best the screen is partially protected by styrofoam and if there's an impact directly on the screen side, which happens very often, the screen will likely be damaged. Brand new, small electronics electronics are in their original box which is filled with shock absorbant material. That box is put in a shipment box which is also filled with another shock absorbent material. I swear that box can get crushed by a static roller conveyor, fall from big height, get impaled somewhere yet the electronic inside is safe & not damaged. I'm not a physic engineer but clearly a fragile item put inside 2 shock absorbent material almost never gets damaged even if it gets crushed while fragile stuff that only have 2 fully covered sides get damaged quite easily 🤷🏻♂️
I am switching over to other brands from now, Cannot trust Asus no more. To many negative reporrts from customers about their support, Scammers to their loyal customers.
Ha ha ... I just don't think they care enough to do that ... I'm pretty sure they put it in the trash ... you would think they would simply send it back with the replacement card.
They wouldn't put it in the trash, an employee probably slipped it out the back. In FB marketplace and other less favorable site, they sell "just box" merchandise anywhere from $5-20 dollars. Especially GPU boxes.
It's very common in 3rd world countries like mine, I guess so people can have display pieces with nothing in them or something, maybe something more insidious like passing it off as brand new or something. 😅
@@hill2hell I'm sure it's common in the US too, I had just never heard about it ... if you have the box you can certainly try to sell something inferior inside of it, so I can see people using them to scam others.
Did I call Asus? No, however I did live chat with them. I provided them with the images and video footage … showed them the damage … the person agreed it couldn’t have been shipping damage … they escalated it and sent me a number of forms to fill in. Next day I get multiple emails from them stating that they submitted a shipping damage claim … so they are trying to blame it on someone else. Asus is a terrible company and the problems are widespread. Fortunately I have evidence for all of this including chat logs, emails, etc.
A lot of those are sponsored given that Asus is one of the largest component manufacturers … I stupidly purchased the components myself because I liked the aesthetics … so I have no excuse 😉
I had a problem with my Asus ROG Ally sd card reader and they didn’t accept it as a warranty issue, I didn’t understand why but they only fix it If I pay for the repairs, they are scammers, they deserve all the bad publicity.
ASUS used to be good, but I got f*cked over on an AM5 motherboard that stop working 6 weeks after purchase. I sent it in for RMA DOUBLE BOXED and they said it arrived damage from shipping and then sent me a bill more than what a brand new mb would cost. F*CK ASUS, I'll never buy another product from them again.
@@blackbirdpctechI just hope they don't go the way of Lenovo and start installing spying chips on the motherboards. Lenovo did that in the early 2000s when they first appeared on the American market. The US Navy was the first to identify their hardware-based spyware on their PCs and Laptops. This is why I'll never buy Lenovo. Can't trust them.
They provided an official response and it’s so typical Asus … doesn’t address the actual problem, just tries to gloss over it and claim they will get better but nothing seems to change. They need new leadership.
Asus tuf 3080 10gb dying after 3 years ＼(^o^)／ so now worrying about my Z-690 😯so i moved to HP if comes to monitors happily i found Asus stuff overpriced and yep i was right xD even HP monitor which i have is more expensive is really well build and looks nice panel is from LG because HP don't make them so put that aside it have ethernet port! Cool kvm switch nice thing for me as pc builder so could not complain 🙌and about card manufacturers well...Intel limited A series is good too ... Maybe Palit umm ngreedia founders edition 30xx series (i won't buy their melting so called connectors) Zotac XFX And Toxic editions are good and maybe one or two more but i am not fan of ASRock gpus in term of design and more often than others in my experiences coil whine on Intel GPUs and i am not sure about Gigabyte stuff if their card still cracking or not we'll see about that
@@blackbirdpctech oh that's...well i don't have words i don't know why this is happening...if they don't pay their technicians or what but they will sink like EK 😏
ASUS prices are a lot higher than their competitor's I am not saying that their products ain't any good BUT their after sales support and RMA are total SHIT trying to totally rip off customers
If you charge a premium then customer expectations increase … so I think it’s reasonable to expect premium service … what they offer is not even adequate service.
it's my 2nd fully ROG gaming pc and i will be fairly honest i loved thier product for a while but my next pc. i will choose a different brand, i haven't do any rma with asus but with all the horror story around reddit and others social medias it's insane lately. sadly for your gpu that's a total scam they should've send you a brand new box. wat the F* #ASUS you are #FIRED. \o cheers.
@@blackbirdpctech i was about to buy the same rog case you have like yesterday because i feel like its so unique compare to most fishtank we see so far today well i will hard-pass and keep my old phanteks not supporting asus anymore that's just not right.
I’m struggling now with what to do with the build … I’m still going to release the video but will place a warning in it and not provide any affiliate links to Asus products … I might actually identify alternatives and put product links for those instead.
@@blackbirdpctech Maybe since you have all proofs you packged your gpu like a brand new unseal deal reach out to maybe higher Customer support at asus that is unaceptable. and keep exposing this everywhere as much as possible seriously. that's the lowest service someone can receive get a probably refurbished used gpu as a remplacement packed in a way that seems like even reseller wouldnt even think about. that's just not right, would probably depent where you are from but here in canada would've send them a 1 week resolution letter to fix this then take legal actions.
@@blackbirdpctech well I am in the process, what happened was the port caught on fire after a year of use, and they sent me an old used card, I sent them my cable cause their safety team needed it, they never sent me a cable back. So I just got them to request a replacement cable, I can't test this card to see if it works without the adapter cable. So I don't even know if it works. It was that power cord was not sitting in the port firmly due to gen 1 4090 issues.. so it fried and burned up.
Sorry to hear that … let me know how you progress … it really is a bad policy to send out heavily scratched and damaged components to replace ones that were in perfect condition … especially for a $2K gpu.
I got my pc back, so its not the same condition, its not as cool as the one I sent in, but it works.. It still doesn't look as nice but it works and they did replace the cable.
Unfortunaltely ,I have an ASUS laptop which I really like which I think is terrific. But basically ASUS is a very poor company to deal with. I will NEVER NEVER NEVER NEVER buy ANYTHING from ASUS for the rest of my life. ASUS basically is full of CRAP !!!!!!!!!!!!!!!!!!!!!. That is whay there is a content creator that has banned ASUS products from their channel. Do not buy from ASUS. You have been warned !!!!!
My favorite notification , great channel! That pcie bent was crazy , would make anyone mad! I have a monitor from Asus that recently broke , was not eeven 2 years old 😢
Thank you, really appreciate it!
Same!
Yeah, i got scammed by Asus on a gpu warranty claim, bad fan. They said the gpu had been tampered with and they tried to charge me for a bunch of repairs. I always keep video records of everything, including unboxing and first run when installing expensive new hardware, having had to deal with these companies in the past. The card was new out of box. Plugged in and 1 fan has a bad bearing. I had to file a complaint with the ACCC and provide the full video to Asus to get it resolved. It took 7 months. That was my last Asus purchase.
This is a systematic problem for them … hopefully they do something to improve.
@@blackbirdpctech Gamer Nexus also Got scammed by asus RMA
@@GameplayTubeYT yeah, I sent Steve at GN my video and then a week later he released his video … hopefully it gave him some inspiration … just goes to show how widespread the problems are.
@@blackbirdpctechyeah thanks to all of you!! I decided not to buy the ROG ally X no matter how good the improvement they made i will just buy the Lenovo Legion Go
It's unbelievable that we have to record ourselves opening a product to ensure we are not scammed by the company that produced it.
Just ordered a new laptop from Asus. Its been processing for 3 days so I contacted customer service and they said they were awaiting approval from my bank. Called my bank and they said it was approved and being held up by Asus. Asus customer service was incredibly rude to me.
I'm not surprised ... it's like there are two different versions of Asus, the part that makes great products and the part that resents having to provide service to customers ... very strange behavior.
Did you cancel the order?
@@l.i.archer5379 How would he cancel his Order, he's the biggest fan of Asus 🤣🤣🤣, he"ll still buy another one even tomorrow 🤣🤣🤣
Cancel the order immediately, unless you want more grief from Asus over the coming weeks or months.
@@brianbaratheon Done. I went through Newegg. Idk why I didnt do that the first time since Ive always used NE for my new build parts.
I don't like Asus... no more.
same, I'm done with ASUS...kinds of reminds me of Newegg
I used to love ASUS products, but back in 2013, I sent in an ASUS P8Z68 Deluxe GEN3 motherboard in for RMA, but got an ASUS P8P67 Deluxe REV 3.0 motherboard back, with the same serial number on it. I've avoided ASUS products since then.
Wow, they sent you a different motherboard with your old serial number? That’s straight up fraud.
In spite of this video, my experience went well. I had a 3070ko, and i shipped it to Asus for RMA since the fan bearing was making noise. It took 2 weeks and a half in total from shipping to receiving it back. They did not have the 3070 ko and sent me the 3070 TUF which i am ok with. Yes, i did not like that i had to pay 75CAD for shipping to them, but i guess the reason the pay is so high is because it gets shipped right away and they get it the next day and start testing, in my case across Canada from AB to ON. And yes after watching your video i got anxious that it will come damaged, but it actually came back in a wrap placed in a box, which was in a wrap in a second box, so pretty safe.
I almost want to believe that Asus watched your video and decided to fix their RMA process.
That's great to hear ... it looks like the negative attention has paid off and Asus is starting to get their act together ... glad it worked out for you.
I had the same issue as you described it with an Asus Strix 3080 10GB a while back. Luckily I had warranty from my pre built thru NZXT but they sent me a Gigabyte 3080 Aurous Master. I figure I had no say in it since they use what they had available back then.
I've since completely changed my case, ram, gpu, aio, case fans. I buy mostly from Microcenter now and always get their in store warranty. I'd much rather use Microcenter warranty than go thru Manufacturer. Thank you for sharing your story. Love the content as always!
If you are lucky enough to live close to a Microcenter then that is absolutely the right way to go ... I have one about 45min away so I should definitely start using it more.
That is truly disgusting coming from any company. I worked at an electronic repair shop and even there that was completely unacceptable
Awesome video as always. It seems like Asus really needs to get their act together 😳
Thanks and I agree, definitely not good behavior.
Thanks for documenting and reporting this. I have an Asus motherboard ready to go for my new build. Will see how I go. Cheers, mate.
I still plan to release my ultimate Asus build video but moving forward I will look for other alternatives. Sometimes the best choice will still be an Asus product and that's ok, but where I can find a better option I will use that instead. I guess my big shift will be from an Asus fan where I will intentionally buy an ROG product to an Asus user where I will use one of their products only if the other options are not sufficient.
The card you got back is not the same as the card you sent in. The Serial stickers are completely different. The card with bent fins etc is probably from the original owner.
I understand that … they state that if your card is faulty they will replace it with a card that is of equal or greater value. Ignoring the damage, the card they sent is not of equal value to the card I had … if I was to try selling the replacement card on eBay I would get significantly less for it. Combine that with the damage to the card and it becomes a much bigger issue.
So with your Strix RTX 4090. Did you end up keeping the card or did you swap or sold it instead. This wasn't explained in the video
I currently still have the card and I left it in the exact same condition that I received it. I reached out to Asus support to let them know. Let’s see how they respond. Will continue to document and let the community know what transpires.
Asus is the new Packard Bell. The problem with doing business that way is that you eventually run out of suckers once your reputation catches up with you.
Agreed ... it will catch up with them eventually.
🙂 thanks for the headsup, theres no point in sending them the card then, your better off sending it to northwest repair for repair, and you might want to use a different type of case where you can invert the case or get a sideways case so your big card and hanging straight up and down, cause 4090s have a huge rate of failure if you didnt know
That's a great idea ... I love his channel ... so matter-of-fact and gets straight to the point.
@@blackbirdpctech 😊 yup, he makes it look so easy to fix circuit boards, i wouln't mind taking some classes on it
$2000 card you would think they would bend over backwards to help, even if the card wasnt dropped with the pci e bracket heavily damaged theres still the state of all the scratches, dings and bent fins, I think there sending back repaired cards instead of new cards to save money, fine except they should still take the time to replace or clean up the plastics, metal outer parts and heatsinks, pack it properly, treat it with care and send it back to the customer.
This is exactly how I feel … they should replace the shroud so that the card looks new even if it’s refurbished.
So what did you end up doing with the card?
It's sitting in the box they sent it to me in ... will see how Asus responds and do a quick follow-up video ... hopefully it doesn't become a permanent paper weight.
@@blackbirdpctech I had a similar scenario with Benq screen years ago, after the 3rd unit wasn't in same condition as the one which I sent in for RMA (no scracthes on panel/chassis), resulting in: "sale canceled with retailer" and full refund - This is how customer rights work here in Finland.
@@anttimaki6633unfortunately the US has terrible consumer protection rights.
@@blackbirdpctech Yep, here you can often get RMA'd even outside that 2-3-5 year warranty period. After the years have passed, and let's say a RTX 4090 fails at some 6years of age - It's "expected lifetime" is at least that 5y, so consumer most likely will get partial refund. Mby something around ~60-75%, which is the original price deducted with "usage benefit". Fully logical math IMO. Mostly for GPUs i'm after those few models which have 5y warranty, some Aorus/Zotac models... consumers here are well protected. But back to your problem: I would insist better service due to purchasing a top-of-the-line product and RMA segment not joking around - mby Asus RMA was done by some random small company and not "Asus itself".
WOW, So glad I happened upon this video. I have a Gigabyte GPU and Mobo so I dont have to look forward to dealing with Asus with my main PC but I will definitely stay away from them from now on for any future builds.
Hopefully the pressure from the broader community will help them change their ways and how they treat their customers moving forward.
Great video Matt. Sorry to hear what you have been through. I've spent the last few weeks spec'ing up a new 3D workstation build, at the heart of which was an ASUS ROG Dark Hero, ASUS TUF RTX 4090 and ASUS ROG Swift monitor. At this point in time, I'm going to ditch ASUS completely and find suitable alternatives.
.
All of you who speak out against and expose this kind of repugnant behaviour by ASUS, deserve our utmost respect - thank you. ASUS, if you're watching and reading, my advice (and that of others) to you is: SIT UP AND TAKE NOTE
Thank you and I agree, there is power in numbers … if enough of us take a stand they will notice.
@@blackbirdpctech Agreed.
I bought a Zephyrus M16 laptop and 1 day after the 1 year warranty expired it bricked itself. Wouldn't turn on when plugged into AC power. Worked with USB-C power for a while but now it's completely bricked and won't turn on at all. 3 months of going in circles with ASUS's shitty "customer service" they finally backpedaled completely (after telling me they could RMA the laptop no problem) and told me "unfortunately your warranty doesn't cover replacements or repairs". So now I have a $1500 paperweight. I'm extra annoyed because it was genuinely a great product, but after this and the influx of people coming out and complaing about their shitty customer service, I don't think I'll ever buy another ASUS product.
I can relate to this because I genuinely like their products but their support is just so incredibly bad that I will now look at all other options first before buying an Asus product again.
@@blackbirdpctech Yes! I have always been a fan of their products and my M16 was GREAT! I'm just mad that it bricked itself... I know they're a giant corporation, but shouldn't a company care about making products that function longer than a year, or at least making the situation right? I think I'm giving them waaay too much credit as they obviously just don't care.
It's very short term thinking to behave this way because it will eventually catch up to them and they will be forced to fix it. The issues appear to run deep and are the result of poor leadership, which is not easy to fix until they have a change of leadership.
They make good stuff. It's too bad their support is so poor. I recently bought a Tuff Gaming laptop and have used their ROG mainboards for years. Never had an issue. Here's to hoping someone at Asus is paying attention.
I agree … up until now I had never had an issue either.
They did the same thing to me, but with an Asus Monitor 32". I send it "imaculated", inside the original box, as i bought it. Received another monitor, packed in a different box, without attention to care, fortunately the monitor was ok, without any apparent defects. But like you, have always bought Asus hardware, never more!! 2 months before, an asus board that i have sent via RMA, they toke 2 months to send me an EMail, saying that the board, an x570, was out of production, and if i wanted to receive the money or a different board. I just received the money, and will never buy ASUS anymore. This was in Portugal.
It’s crazy just how many people have similar stories.
I bought an Asus RTX 4070 Super Dual EVO 4 weeks ago and it was fine until I realized it got way too hot (over 100°C hotspot) and had some weird pixel artefacts. Now I send it back within the 30 day refund policy to avoid asus reclamation service. What do you think about the Gigabyte RTX 4070 super Eagle or windforce?
I haven’t tested them … have you considered the Founder’s Edition? I think it looks good and they are well built cards, especially considering that are priced at msrp.
@@blackbirdpctech Never considered founders edition, how are the temps/fan noise with it?
I’ve only tested the 4080S and 4090 variants and it performed really well … unfortunately the 4070S card that I tested was an Asus Dual card, so I wouldn’t recommend that now.
@@blackbirdpctech I purchased the same card in the new evo-edition and can't recommend it either which is why I look for a replacement. I will check the founders edition!
Great video as always . It is a shame because i was considering going for an ASUS GPU but now it looks like I will have to reconsider that idea :/
Thanks and yes, I’m not sure who will be my go to gpu company now … probably msi … hope they bring back the lightning model.
@blackbirdpctech shame too because in my country ASUS were selling their cards cheaper too but if this is what comes with it then it's not worth the price haha
In the US their products typically sell with a premium, so it's an even larger problem ... it's ok to charge a premium but you need to deliver a great product AND great service if you do.
The one and only time I bought an Asus graphics card it began artifacting well before the warranty expired. I tried contacting their Service department by many means and after being stonewalled for weeks on end the only response I received was it was out of warranty and therefore they weren't going to do anything about it. Yet it was still under warranty as my documentation showed. That was quite a few years ago and since then I have avoided Asus except for two motherboards. They don't care.
This is unfortunately such a common story.
@@blackbirdpctech It is and because they are so big and they have so much cash losing a few customers doesn't mean a thing.
It will add up … eventually they will notice.
I found your video through Facebook. Ignore some of the folks over there. Probably stop posting videos there too because it just invites trolls.
As for the RMA process, unfortunately ASUS is just copying or doing the same thing that almost every other PC companies RMA service provides. IT SUCKS. I have gotten back very poor condition cards of all sorts from many companies. Zotac, Giga, MSI, even EVGA sent back a card that was all scratched up. One of my first videos I posted was about Zotac and how they sent me 2 bad return cards back to back. ASUS unfortunately is just doing the same thing. They will send you back some other persons scratched up card as RMA and if they dropped it on the way out then " OOPS"
MSI (I am not a massive fan) currently has the best RMA warranty situation. They are quick and often send NEW old stock Items back. How long that will last? who knows. EVGA was once the king of RMA, but now since their stock is drying up, you will start to see that dwindle.
As for Asus...
ASUS HAS WAY TOO MANY PRODUCTS! Like.. how could they ever really care about the customer when every week there is a new product release. Anyway, good luck, I hope they fix the issue for you.
Thanks, appreciate your comment. They do have a lot of products but generally I think they make high quality stuff ... as I mentioned in my video I was a fan ... I guess I was fortunate to not have to use their RMA process before ... I was definitely shocked. As for Facebook, I think those groups are mild compared with Reddit ... if you want to get trolled then try posting something on Reddit 😉
They know most ppl won't go thru the trouble of filing a civil law suit and the few who do is worth it to them bc they are so big. Both Asus and Gigabyte have horribly degraded over the last decade to the point that I'm mostly only using MSI and Asrock now but unfortunately I feel forced to use Asus for my gpu selection bc they are one of the few companies to include dual hdmi 2.1 ports on the higher end models. I hope when the 5000 series gpu's come out that MSI will offer a dual hdmi 2.1 ports otherwise I'm probably stuck w/ Asus again.
Agreed and I know how you feel, sometimes it just makes sense … you just hope nothing goes wrong.
Will never buy anything from asus again!
Also had a problem with their RMA service
Has the Serial Number Sticker been tampered with, It looks like they sent you someones else GPU and then they probably resold your 4090 as a new card to some poor unsuspecting victim. I would be Irate myself, Now you can't send it back to them without the original packaging. I would contact them and record the phone call in case they lie and you can take this matter to the upper Management. I too am an owner of several ASUS ROG Strix components. I hope that I don't have to deal with this logistical nightmare. It looks like lower management is doing everything he can to show a profit by cheating customers to benefit the companies bank. Good Luck my friend!
They definitely sent a different card with a different serial number and they clearly changed the serial number of the replacement card, so yeah, not happy at all.
@@blackbirdpctech I feel for you man, This really stinks. I take it you called them and they denied it? I had no idea they would be capable of such scamming. I hope you get some kind of compensation. Good luck.
@@MasterJediSean Thanks ... I contacted them ... will continue to document as I try to get it resolved and do a follow-up if I am successful.
@@blackbirdpctech I look forward to a good resolution. I am hoping this turns out, send him the video you made to show they have robbed you deliberately. They even took your retail packaging which makes this so much worse but this may be key evidence that you were sent a beat up card with no retail box. Good Luck!
Thanks
2:37 I just snagged a $800 AUD 7900 XTX sapphire card, I hope sapphire build quality is good lol
Great price and yes, the build quality is great for Sapphire but I don't think they have great support ... similar to Asus ... it didn't stop me from buying from them but I would thoroughly test your new card so you have the option of returning it in the return window if there is an issue.
I always buy AMD Sapphire cards. They are very reliable, but im not sure about their customer support since I never had a defective product from them. My Sapphire HD5670 from 2010 is still running. 😂
@@pattrickmerete I think they are the best AiB partner for AMD GPU's ... the feedback that I've seen online about their service however is not good ... hopefully I won't have to deal with them.
Hi Matt, relevant video topic since I have experience something similar but with a motherboard but I live in Mexico city, I got the mobo via amazon but it was imported so asus mexico didnt want to make the warranty valid. this was 3 years ago.
It’s crazy just how consistently bad they are.
I was wondering if the ASUS service center in Mexico was also horrible or not. Triste noticia.
that wasn't your card that they sent back to you also
I know, they at least didn’t try to cover that up.
great content, there's literally a Asus pg32ucdm in stock right now that I could snag, but all this controversy makes me not even wanna trouble myself with buying it and driving the 45 min to pick it up and return my LG if I like it, but I do enjoy my 4k 240hz lg so ill stick with that instead of giving my money to Asus.
Did you get the new LG WOLED 240Hz 4k monitor?
Sadly, these iniquity happens when these companies get to big for their own boots. it seems the days of : The customers always right is over. Proper turn off, regarding their products. By the way. You have every right to be angry. These products ain't cheap. And this is how they expect to deal with us the consumer! Terribly wrong. They better change their dodgy ways. They are slowly creating their own downfall. It's a matter of time.
Yeah, I really hope that their sales drop as a result and they are forced to change … the crazy thing is all of these larger TH-camrs that say Asus is terrible to get views and then take their sponsorship money to go to computex and push their new products. That’s a big part of the problem.
That's sad bro. Since my first PC 23 years ago, the only two motherboards that presented critical failures through years of very safe usage were from asus (P5K-SE and M2N-E SLI). I don't think it's a bad company when it comes to their products, they are amazing as you said, but both quality control and RMA are really bad, and that's taking a toll in their reputation. Luckily, my RX5700 dual evo is still kicking.
The only brand with fantastic RMA was EVGA.. Rip RMA for PC Components..
Agreed
Look at asus rog xg mobile prices and tell me they are fair? I bought a used rx 6850m xt for freaking 800€. New they are 1300€ or just below 1400$
There is a large Asus brand tax which makes their poor service an even bigger issue
Hopefully i dont have any issues / dont have a reason to RMA.. i have asus tuf 4090. 😢
Good luck … I’m hopefully that all of this negative attention will force them to change.
I too would feel absolutely disgusted if the GPU that I returned was in better condition than the replacement I received. Not only that, the outer box didn't have any fragile labelling of any sort for something that costs a couple of grand which is quite miserly of Asus. It costs 2 grand for crying out loud, let the shipping people know it's something that needs to be treated with a little diligence.
You act this way when you simply don’t care … it’s pretty disgraceful imo.
I had a defective repair that they not only refused to repair but further damaged (I sent them twice, arrived both times like they played football with it). Never buying a single asus product ever
It doesn't make sense ... if I hadn't taken video of the GPU before I sent it in, it would have been my word against theirs, but even then they still decided to screw me over ... they simply don't care.
@@blackbirdpctech I did actually make pictures of the mobo, the packaging everything. After a long battle through consumer protection, they said the case is inconclusive and it was dismissed.
When I first got the mobo back a pin in the middle was bent outwards (which I don't know how you can do inserting the cpu, since your fingers are on the outside, worst case would be bending it inside). There was thermal paste all over, even on the plastic socket protector that I infact did not even put back on, just threw it into the box OUTSIDE the ESD bag. Plus I didn't even use thermal paste when testing the build, did not even put on a cooler. Either way I lost the 200ish dollars for 2022's christmas that I spent on their shitty board.
They either sent you back a different board (didn't repair it, just sent you a different one they repaired) or tested it, made a mess and sent it back. They sent me back a different card to the one that I sent in. I ended up testing it and the GPU was overheating, so I took it apart and re-pasted it. It works fine now however it is still scratched. I simply gave up ... I am sick of dealing with them.
@@blackbirdpctech What made me completely uninsterested is how the board looked when they only complained about a single bent pint. Wouldn't have been really hard to fix that one. I work in the electronics industry, we manufacture mass spectrometer towers with tons of boards in them. Have very good guys working the repairs too. Bonus points. After I sent it back for the second time baffled they would pull the rug from under me right that, they sent it in for "repair" again. Then claimed multiple pins are missing. Oh yeah! And an "I/O shield sticker". Whatever that would be? Complete joke of a company.
wow, i knew Asus had issues lately but i had no idea it was THAT bad. i used to always buy Asus mobos in the past but this is unacceptable
Apparently they are starting to improve due to all of the negative attention ... I really hope that's true.
The fact you as a customer have to go through that whole process of sending back the replacement again would be infuriating.
If I send something back in its original box with no scratches and get back a replacement that's a refurbished one I want it in as good condition with the box.
Also, how many times when they do something like this, do they get away with it because people need their PC and don't want to wait for another replacement. Im sure the employees working at the RMA wouldn't want to get that card if they went through this process, so why are they giving it to other people? It takes years to build a reputation and seconds to destroy it, Asus need to look into this issue and resolve it.
Very well said!!
Problem is MSI is just as bad now. Sometimes you get a great product and service then next time you get a horrid product and service.
Something has to change
Take pictures of everything your sending back for rma before you send it.
Yes, thankfully I did otherwise I would be completely screwed.
Nope! Not happening to me. Decided in 2017 not to buy an ASUS MB. And now I for sure never will. Ever!
Good call!
@@blackbirdpctech Indeed. I decided against it after asking a ASUS CS for the User Manual as PDF Since it was not published yet on the MB site of their newly released top of the line X370 ROG CROSSHAIR VI HERO and was told to wait...
Thanks for info
Thanks for watching
I also got a problem with their z790 board advertising 7600MT but it's not even stable at 6600MT it's basically a company of scammers & liars
I discuss that in one of my earlier videos where I compared 6000MT/s to 8000MT/s … Asus and their competitors should be held accountable for false advertisement with a class action lawsuit … they clearly market these new z790 boards with supporting 8000+, which is absolute rubbish.
My only asus component is a motherboard, because I think they have better bios.
I guess I will do a research about rma next time whatever I will buy.
I like the fact that they provide a quality score for your cpu and memory controller but after using the bios from msi, gigabyte and Asrock I think they Asus could make some big improvements.
@@blackbirdpctech when you notice soo many beta bios on motherboard, you already know how bad their team is at bios 😅
th-cam.com/video/D3StcUhVRWQ/w-d-xo.htmlsi=efqhK5b0LcDvBHXA Jea good bios the fup intels new settings
the fact that this shipped without the box you gave them is mind blowing if the old card was defective why the hell didnt they put the card they gave you in the box you provided.
There are just so many issues … I would have been ok if the card simply wasn’t damaged … how many people just accept this behavior?
@@blackbirdpctech plenty to be fair but ASUS and MSI ATM seem to be competing with who wants to be the scumbag of the year award lol. MSI don't seem to have any quality control at all. in the years of being on toms hardware diagnosing peoples problems on average ill answer about 70 percent with MSI motherboard issues. Asus seem to have issues with using power profiles that where outright outside of the spec voltage on am5.
@@jamv2122and don’t forget the recent Intel cpu drama … Asus was proudly burning up those CPU’s with their default bios settings.
@@blackbirdpctechwhile that may be the case that's both on intel and ASUS i doubt intel didn't know that ASUS was doing that. still asus should be following the guidelines given providing intel gave them any guidelines at all of course as intel cant even get right there cpu socket retention bracket that bracket bends the hell out of the lga 1700 chips its not a wonder most coolers have issues cooling these chips properly when it doesnt even make proper contact with the ihs or die this causes instability with ram as well as ive fixed several machines with ram not being detected put on the lga 1700 thermalright bracket fixed it.
I have a asus motherboard on am4 so at least that platform doesnt seem to have these issues.
Agreed ... I am currently working on a video for next week on the Intel instability issues and their new recommendations ... they are to blame for being vague with their guidance and Asus ran with it and pushed it too much. And yes, I use contact frames for an LGA 1700 CPU ... it's remarkably stupid that Intel didn't bother to update the retention mechanism after it was discovered to cause bending.
😢Don't ship fed ex, unless you want it broken, the 2nd box was probably a replacement wrap by fex poo qa ppl. Ask Asus for shipping details.shipping via fex poo, is literally like taking your desk and pushing your box up and down your driveway with cars driving over it
That's an interesting thought however I would likely have seen signs that the inner box had shipping labels on it. Even Asus couldn't be bad enough to ship a GPU in the inner box alone ... on second thought ...
@@blackbirdpctech that damage is from shipping trust me
I just don’t see how it could be shipping damage without any sign of damage on the outer box
@@blackbirdpctech the box was replaced with a new one, and remade shipping label.. your GPU was probably flopping around on the belts or thrown a few times, and popped out of the box. Ask anyone who works there,
Interesting.. In Denmark, the store must provide the warranty by law, so we never personally see how these companies operate.. This is worrying tho...
Yes, they are now trying to blame it on FedEx even though the outer box was not damaged … so it’s getting worse.
@@blackbirdpctech wow, even if FedEx did destroy the package, they don't know the internal contents and would expect proper packaging to begin with - especially from a company.. So if they did move the label to an outer box after the damage was done, this would still be on ASUS logistics department.. You can say a lot about rough shipping, but ASUS should know better..
Unless ASUS intentionally try to write off the loss by blaming another company for mishandling the package.. But that would be more than just scummy?!
They didn’t even wait to see the images before putting the blame on FedEx … even after I specifically told them the outer box was not damaged. They really are a bad company when it comes to customer support.
@@blackbirdpctech oh man, that's insane... Yeah this smells...
A sus.. Used to be a good brand, but not anymore. Just built a brand-new AMD X3D PC and completely left them out of the equation, for obvious reasons. Hell, I wouldn't even trust them with Intel with the recent overheating issues, but that's both manufacturers' faults.
Simply put, this is egregious. I smell a class action lawsuit.
Combine this with the video GN released yesterday and hopefully Asus takes notice … they really are scamming their customers … it’s crazy.
Was about to buy ROG Ally on September but after I heard this news, I take U-Turn. Better safe than sorry.
The Steam Deck OLED is a better handheld imo anyway … that’s what I use.
I guess that might be the wise choice. But I need to study more about dual boot.
I stopped buying Asus products especially motherboards since 2008-9 I never had any Asus board go without RMA during its 3yrs warranty period. And their service centre will straight away reject the boards citing customer’s faults on top of rude behaviour and unfriendly looks as if you are begging there for free repairs when its under warranty. I switched to Gigabyte and never had any major issues and when had service centers were professional and repaired boards in time.
Asus just asks for extra tax on its name without providing anything extra in terms of quality or service. Better to vote with your wallets.
It’s shocking to me that they’ve been doing this for so long.
@@blackbirdpctech I assembled my first personal PC in 2003 of AMD Athlon XP 1700 with exposed die and Nvidia nforce Asus motherboard with built in GPU, I had done PC hardware networking diploma along with regular college in 2001-2002 that time I was just 15-16yrs old but a very big PC and hardware fan.
And since then I started assembling PCs as a hobby for friends and families.
Btw this was way back in Mumbai, India that time haha
It’s a lot of fun … even when things go wrong and you need to work through it to find a solution … when you finally succeed you feel great.
@@blackbirdpctech Yes agree!
This is horrific! I hope this video gets many many views!
I'm glad i don't buy ASUS since i got their scam rog phone. But i couln't imagine that ASUS is such a big scam company.
Yes, I had heard rumors but I didn’t believe them until it happened to me … lesson learned!
@@blackbirdpctech Yeah it's probably worse than we know. I got their rog phone and with my 36years i never owned a worse phone then this piece of sh....
It's not only their customer service. Their products are crap too...
Got confused due to Australian accent. For any locals (in Australia), that rubbish doesn't fly here. I've never had an issue with warranty claims in Australia, I would wager due to our consumer protection laws that don't let the retailer pass the buck.
Yes, the US has terrible consumer protection laws.
Don't lie, that happens in Australia too.
This is absurd. Never again asus. I regret buying your motherboard now but I will NEVER buy or allow friends and family to buy your products again.
SHAME.
I agree, it has reached a breaking point with Asus ... something has to change.
Stopped bying Asus when I ended up having to involve consumer affairs western Australia twice in 2 years, before Asus through their local retailer replace a faulty motherboard in one instance, and GPU in another (both ROG). Neither were not overclocked but failed with similar voltage regulator failures in different systems. They RMA process in Australia is abysmal.....
It couldn't possibly be worse than it is in the US ... although it is Asus, if anyone can do it they surely can 😉
Yes that happened to me also the same bent frame. when I installed it it was crashing on me as well. so angry with them
That’s the problem I have, clearly the card was hit with a significant force to cause that damage … I simply don’t want to risk installing it in my pc.
@@blackbirdpctech it's become a $2000.00 paper weight
Unfortunately it has, but it’s a good reminder to me the next time I go to buy an Asus product.
Wow! What is your next step? Having a card returned in that condition is simply unacceptable.
Next step is to see how Asus responds to my photos/video of the condition the card arrived and to see how they explain the damage to the card and inner box. I was just so angry when I got the card back in that condition.
I have no idea why nobody noticed that trend long time ago with ASUS . I actually stopped buying ASUS products around 6 years ago.
I think everyone was simply hoping it would get better, but it kept getting worse.
bought brand new asus rog motherboard b650 rog strix the pcb has chips and scratches. will never buy asus products again
Refund if possible
man thats awfull ....what happend to the card? did u get a refund? or do u stil use it?
I still have the card in the box … I reached back out to Asus … will do an update when/if it gets resolved.
U also lost ur nice box.. after jayz n all the negativity surrounding asus, i went asrock all the way.. so far, asrock's component has been great
Yes, that was just to add insult to injury. If I had sent it to Asus the way they sent it to me they would have sent it back and said it was damaged on arrival.
My Asrock x670e Steel Legend died on me after 10 months and *Scorptec* refunded me as they had no more in stock. (They didn't make me pay for postage.) I waited a week or so till they got them back in stock and promptly bought the same board... at a cheaper price. They even gave me an extra discount for the inconvenience. 😁
PS: It's a great board so I thought I'd give it a second chance.
They did not send your own card back to you.
They sent a refurbished card, from their shelf
which, obviously, was not handled as you handled yours.
The quick shipping, of the replacement card, is also
an indicator, of the fact they sent a refurbished replacement.
Yes, in your case, it was a scam. 😁✌🖖
I think this is more an example of incompetence than intentional malicious business practices, so not really the result of being scammed. That doesn't mean Asus doesn't scam people on RMA's. All of the major manufacturers are pretty terrible when it comes to warranties and RMAs, which is mostly a result of the low margins on electronics. Asus charges a pretty hefty premium for their stuff over the competition though, so they don't really have that excuse. Gigabyte litterally shuts down their RMA website whenever a major problem is uncovered to prevent mass RMAs. I've seen many stories of people sending defective motherboards in to companies like Asus or MSI only to have the socket pins suddenly and mysteriously become mangled, which conveniently voids the warranty. Plenty of actual examples of scams out there, but I don't agree that this is one of those cases.
The reason that I used the definition of the word “scam” to frame my conclusion was to try to avoid this being a subjective opinion. They made an intentional decision to package a card that they damaged at their factory … that goes beyond basic incompetence. The other issues with the card could indeed be incompetence.
@@blackbirdpctech Never ascribe to malice that which can be explained by incompetence. I have seen people do dumber things than drop a card and then box it up without looking at it to make sure it's ok. Even if the person knew they broke it and shipped it anyway, that is still incompetence. For this to be a scam, it would need to be the policy of the company to ship things known to be broken back to the customer, which I doubt is the case. This is more likely an employee fucking up and not wanting to own up to it and get in trouble. That's just incompetence.
@@dremy746 Two things:
1. As shown in the video, the word "scam" has a definition, so we don't need to argue about it. Your definition is simply not accurate ... it simply needs to be a deceptive act OR operation. Packaging up a component and sending it to a customer that you knowingly damaged is a deceptive act. If they were unaware then it could be called incompetence, but this is a large hole in the box as a result of something they did, so no, there was intent to deceive in that one act.
2. "it would need to be the policy of the company to ship things known to be broken back to the customer" ... have you actually looked at the sheer magnitude of the complaints online? And these are just the people that took the time to actually write about their experience. This clearly happens frequently so they either hire completely incompetent employees or they are running a deceptive operation, which is a scam.
@@blackbirdpctech So first off, I said in my original comment that companies like Asus have absolutely done scammy thing, just that this wasn't a very good example of that. Also, there is a difference between what you are definining as a scam and what the legal definition of it is. Your case didn't involve fraud. But even if we go by how you have chosen to narrowly view the definition of it, then Asus may very well have not scammed you, some individual at Asus did. Unless they were instructed by management to send you a damaged card, which is unlikely but not outside the realm of prossibility, though there is no evidence to support that. Fraud requires malicious intent, and there is no evidence in your case for that. People use the term scam and fraud far too broadly and it creates a situation, like in this case, where peoplpe misunderstand what it actually means. If this were actually a scam, with malicious intent to defraud you, then you could sue them. But I think you're smart enough to know a judge would laugh in your face if you brought this to court. You just got a shitty RMA experience, not scammed. But at this point we are literally arguing semantics and the real issue here is Asus, along with pretty much all of the other manufacturers, have extremely shitty customer support. But again, Asus is not alone in this. They all suck.
I appreciate the chat ... I always have time for someone that is able to discuss something in a respectful way.
I want to be very clear about the definition of scam that I used ... it's from the Merriam-Webster dictionary, I didn't make it up to suit my needs as you imply. Furthermore if you look up the legal term for scam it's fraud, with the following definition:
"the intentional use of deceit, a trick or some dishonest means to deprive another of his/her/its money, property or a legal right."
where in civil litigation, allegations of fraud might be based on a misrepresentation of fact that was either intentional or negligent. Given this and the fact that Asus took my property and intentionally sent back a damaged product (they shipped a box with visible damage from their facility), it is relatively easy to show that this case rises to the level of a scam perpetrated by Asus. Furthermore, by this legal definition negligence can still be classified as fraud.
Your statement "... then Asus may very well have not scammed you, some individual at Asus did." A company is it's employees ... stating that it was an employee at Asus that scammed me is EXACTLY the same as stating that Asus scammed me. You don't need 10, 50, 100, 1000 employees to scam someone for Asus to be responsible. But even then, the large number of reports of similar or worse behavior would point to a fundamental issue within Asus that creates an environment for this to happen, and happen often, which means it's not just one person, it's a systematic issue.
In the US the legal system is not setup to efficiently handle cases like this ... it is setup to force people to settle. I've unfortunately been involved in multiple lawsuits over larger sums of money and all that ends up happening is that you spend a lot of money on lawyer fees and end up settling out of court. So for $2,000 it makes no sense to sue ... it would cost me considerably more to hire legal representation and any damages I would get would at that point not cover my time. This doesn't somehow mean I don't have a case, it simply means that I understand the reality of the US legal system.
Acer scam, too
Unfortunately many PC tech component companies have terrible customer support.
Is it made and/or repaired in China? I mean.... that could explain a lot!
No, it was repaired at an Asus repair facility in the US.
Asus in the UK won't take my 3090 back even though I am within the 3 year warranty. Amazon UK won't take it back after 2 years. I have spent hours trying to get both companies to take it back one says send it to the other. Neither are replying now... they are just letting my warranty run out. Disgusting. I WILL NEVER BUY ASUS OR ANY ASUS PRODUCTS EVER AGAIN FROM AMAZON.
Unfortunately I am not surprised by this behavior from Asus ... they will not change until there is a fundamental shift in their business, which will not happen until they have new leadership.
next time send it to north ridge fix and don't deal with this unprofessionalism it would be worth the money spent 4090 is an arm and a leg.
I love that guy but I had to at least try Asus service first … the card is only one year old.
Lenovo scam, too
reads title : yes so does every company if they can get away with it
Not every company … there are some that maintain standards and actually believe in ethics … the problem is we reward companies even though they behave in unethical ways.
Asus will be gone down straight away seriously... we'll see
I don't want them to disappear, I simply want them to fix their service. We need competition to keep prices down, so it's not good for us when things like EK happen.
Asus is and always has been way overhyped. Just like Apple. 🤔
I like their products … they are generally well engineered … I do think the premium they charge for their higher end products is too much (similar to Apple), but that’s just my opinion. The issue I have with them is their service and that is not similar to Apple … if they can improve their service and stop trying to scam customers then their product premium would make much more sense.
Samsung is no better. Attempted to RMA a 2 TB 980 Pro Nvme that has the “known” bad firmware. They outright refused my RMA.
That’s terrible, I’m familiar with that issue and it was 100% their fault.
Some notes on your video that should be mentioned.
The packaging is odd - there should have been something supporting around the GPU. Box within a box is not enough protection for a GPU usually.
The box damage could have happened from being clipped while passing down a shipping trolley. It's something that they should have checked, I agree. but isn't a scam as it's claimed. Should see how many boxes get smashed or banged up from shipping companies.
The bent brackets look like a combination of bad packaging and possibly? that gouge in the inner box. Being that it is an RMA, they likely shipped it anyway because according to their policy it doesn't affect it's function.
Mentioning the scratches and dings on the card though is nitpicking. Any warranty replacement is a refurbished card. There's going to be scratches and nicks, dings. They're not perfect, they're what's grabbed from a working pile and sent out. Things like fins that are slightly bent, minor scratches are normal. The loose screws, means when they did their QA they either didn't tighten them or use loc tite. I've seen new cards with loose screws though so dime a dozen.
The comment of "I can't use it until I bend the brackets back in place" alright, yes. You could also have called out to asus and informed of the status the card was received. There's no mention of that in your video. Looking at this from a perspective that is neutral, you sent out a card. Got a refurbished card back that didn't meet your expectations, and instead of reaching out to the company to let them know posted a video online calling it a scam?
The only things that Asus is even guilty of here is poor packaging which caused damage to the card. You as a consumer have a right to refuse acceptance of a damaged product just like Asus has the right to refuse repair if the item arrives damaged from improper packaging.
Please provide an updated video that advises consumers of what happens after you contact them and provide the pictures that prove out the item was damaged during shipping, and your request for them to replace the damaged unit they sent.
I appreciate your comment, but I do not agree with your logic. If the inner box was clipped and damaged, how was the card itself damaged? There was no damage to the outer box and the inner box was shipped with bubble wrap on either side that had not been popped, so how was the bracket bent so badly during shipping? It is much more logical that the damage to the inner box and card occurred prior to leaving the factory by being dropped. Furthermore, how would they know if the drop and resulting damage impacted the function of the card without testing it? It was and wasn't the poor packaging that caused the damage to the card ... the card was damaged before being shipped ... if it had been packaged better then a drop would not have damaged the card in the same way. But once the card and box are damaged, why package them both up in a new box and send to a customer? So no, Asus is not just guilty of poor packaging, they are guilty of intentionally sending a card they damaged to a customer. The scratches and appearance are something you could argue about, but I do not agree that loose screws is acceptable ... this is a $2,000 GPU ... if the screws on the backplate are loose it brings into question other aspects of the repair. It's the combination of all of these things, together with their documented history of routinely doing this to other customers and Jay/Linus canceling their partnership that led me to call this a scam. I don't use that term lightly, but unfortunately their behavior certainly raises to that level.
@@blackbirdpctech The outter box not having any damage doesn't mean the box wasn't dropped at all during shipping. While there was some bubble wrap, it was between the outer and inner box, not inner box & GPU itself meaning if the package was dropped during shipment the GPU inside can move & damage the inner box without the outter box having any damage at all. Dropped parcels might have damaged corners but the sides don't get damaged. 99% of the time if one of the side of the box is damage it means the box was under an heavier box, got stuck or crushed.
I've seen broken mirror or glass inside a box but the box itself didn't have any physical damage.
ps: I work in the industry, I see how parcel get damaged, I see how they are handled, I see how clients don't know how to prepare a parcel and put little to no protection.
@@BananaBlooD9517 That simply doesn't make sense. The inner box was tight around the card, so there was no way for the card to move relative to the inner box. To create a gouge like that in the box would require significant force. That force would require the card to move relative to the box, creating the gouge, and be large enough to bend the bracket. All of that would then have to occur without causing any damage to the outer box and/or popping the bubble wrap on either side. I appreciate that you work in the shipping industry but the physics simply don't make sense. I studied forces for most of my career, so I'm used to analyzing much more challenging problems than this.
@@blackbirdpctech The gpu was kinda tight in the inner box but with room on the sides. The inner box only had some bubble wrap on the extremities between it and the outer box.
When the parcel got dropped it landed on one of the sides, the inner box/GPU was sideway, bracket pointing down (bent part pointing down). The force was enough for the GPU to make a dent in the inner box. There is nothing to absorb the shock beside some bubble wrap on 2 sides out of 6.
Newer bubble wrap doesn't pop but from my point of view I can't tell. Some boxes are more resistant/thicker than others but again, from my perspective it's hard to tell.
I know boxes get manhandled during shipping & ASUS didn't pack it properly. The product inside the box needs to be packed in a way where it won't move at all. They could have put the GPU in the outer box, filled the box with something to absorb socks (bubble wrap, paper, packing peanuts etc.) and it would have been fine.
TVs usually only have styrofoam at the top & bottom, protecting the corners too. TVs rarely get damaged there. At best the screen is partially protected by styrofoam and if there's an impact directly on the screen side, which happens very often, the screen will likely be damaged.
Brand new, small electronics electronics are in their original box which is filled with shock absorbant material. That box is put in a shipment box which is also filled with another shock absorbent material. I swear that box can get crushed by a static roller conveyor, fall from big height, get impaled somewhere yet the electronic inside is safe & not damaged.
I'm not a physic engineer but clearly a fragile item put inside 2 shock absorbent material almost never gets damaged even if it gets crushed while fragile stuff that only have 2 fully covered sides get damaged quite easily 🤷🏻♂️
I am switching over to other brands from now, Cannot trust Asus no more. To many negative reporrts from customers about their support, Scammers to their loyal customers.
I feel the same way … I really like their products too, so it truly is a shame.
with all the BS going on with Asus i fear we are running out of Options of who to turn too when buying GPUs now
I feel the same way.
Plot twist, they took your box and foam because they can resell those easily to fanboys.
Ha ha ... I just don't think they care enough to do that ... I'm pretty sure they put it in the trash ... you would think they would simply send it back with the replacement card.
They wouldn't put it in the trash, an employee probably slipped it out the back. In FB marketplace and other less favorable site, they sell "just box" merchandise anywhere from $5-20 dollars. Especially GPU boxes.
Interesting, I didn't know that.
It's very common in 3rd world countries like mine, I guess so people can have display pieces with nothing in them or something, maybe something more insidious like passing it off as brand new or something. 😅
@@hill2hell I'm sure it's common in the US too, I had just never heard about it ... if you have the box you can certainly try to sell something inferior inside of it, so I can see people using them to scam others.
That's I brought Gigabyte x670e aorus Master MB, Corsair Power supply, Gigabyte Aero RTX 4080 super, MSI case, I stay away from Asus
Yeah, I definitely learned that lesson.
Did you call?
Did I call Asus? No, however I did live chat with them. I provided them with the images and video footage … showed them the damage … the person agreed it couldn’t have been shipping damage … they escalated it and sent me a number of forms to fill in. Next day I get multiple emails from them stating that they submitted a shipping damage claim … so they are trying to blame it on someone else. Asus is a terrible company and the problems are widespread. Fortunately I have evidence for all of this including chat logs, emails, etc.
But..But...all these tech youtubers do nothing but ASUS ROG builds
A lot of those are sponsored given that Asus is one of the largest component manufacturers … I stupidly purchased the components myself because I liked the aesthetics … so I have no excuse 😉
After seeing this i will never ever buy something from this rubbish company. There are so many better alternatives.
Hopefully the negative exposure that they’ve received lately will force them to improve.
I had a problem with my Asus ROG Ally sd card reader and they didn’t accept it as a warranty issue, I didn’t understand why but they only fix it If I pay for the repairs, they are scammers, they deserve all the bad publicity.
That is a known issue as well … terrible company
Interesting: and this was before the whole ROG Ally/GamerNexus scam… 😮
Thanks and yes, I sent it to Steve at GN and then a week later he released his video … would have been nice to get a mention in his video 😉
Asus has had bad warranty for ages. Haven't bought them since like 2010.
I really like their products so it took me a while to learn that lesson
@@blackbirdpctech I learned my lesson with bad beta bios release just so they were first on market with their product.
Thats disgusting.
ASUS used to be good, but I got f*cked over on an AM5 motherboard that stop working 6 weeks after purchase. I sent it in for RMA DOUBLE BOXED and they said it arrived damage from shipping and then sent me a bill more than what a brand new mb would cost. F*CK ASUS, I'll never buy another product from them again.
It’s truly shocking just how widespread this is … I hope this forces some much needed change.
Shame for ASUS
Oh man this is horrible, shit company! well I won’t buy anything from Asus from now on, and will tell all my friends about this.
Great video sir!
Thank you and yes, I found out the hard way.
Seems like ASUS has been taken over by the CCCP.
Yeah, pretty disgraceful.
@@blackbirdpctechI just hope they don't go the way of Lenovo and start installing spying chips on the motherboards. Lenovo did that in the early 2000s when they first appeared on the American market. The US Navy was the first to identify their hardware-based spyware on their PCs and Laptops. This is why I'll never buy Lenovo. Can't trust them.
After everything Ive heard about Asus, I wouldnt piss on Asus if they were burning up in flames. You couldnt give me an Asus 5090 for free
They provided an official response and it’s so typical Asus … doesn’t address the actual problem, just tries to gloss over it and claim they will get better but nothing seems to change. They need new leadership.
Asus tuf 3080 10gb dying after 3 years ＼(^o^)／ so now worrying about my Z-690 😯so i moved to HP if comes to monitors happily i found Asus stuff overpriced and yep i was right xD even HP monitor which i have is more expensive is really well build and looks nice panel is from LG because HP don't make them so put that aside it have ethernet port! Cool kvm switch nice thing for me as pc builder so could not complain 🙌and about card manufacturers well...Intel limited A series is good too ... Maybe Palit umm ngreedia founders edition 30xx series (i won't buy their melting so called connectors) Zotac XFX And Toxic editions are good and maybe one or two more but i am not fan of ASRock gpus in term of design and more often than others in my experiences coil whine on Intel GPUs and i am not sure about Gigabyte stuff if their card still cracking or not we'll see about that
If it’s after 3 years they won’t even give you an RMA number … I know it sucks.
@@blackbirdpctech oh that's...well i don't have words i don't know why this is happening...if they don't pay their technicians or what but they will sink like EK 😏
Exactly … if @GamersNexus decides to get involved then it will go downhill fast for Asus.
@@blackbirdpctech i think Asus did enough for themselves about that but yes if they will get involved, it will be fast
Has ASUS used their same attitude with their Radeon GPU's?
Not sure but I don’t think this is gpu type dependent, there are similar stories with motherboards, laptops, monitors, etc.
Will the scammers scam you?
Do you have experience with Asus service?
ASUS prices are a lot higher than their competitor's I am not saying that their products ain't any good BUT their after sales support and RMA are total SHIT trying to totally rip off customers
If you charge a premium then customer expectations increase … so I think it’s reasonable to expect premium service … what they offer is not even adequate service.
@@blackbirdpctech I totally agree with you
it's my 2nd fully ROG gaming pc and i will be fairly honest i loved thier product for a while but my next pc. i will choose a different brand, i haven't do any rma with asus but with all the horror story around reddit and others social medias it's insane lately. sadly for your gpu that's a total scam they should've send you a brand new box. wat the F* #ASUS you are #FIRED. \o cheers.
I was a fan too
@@blackbirdpctech i was about to buy the same rog case you have like yesterday because i feel like its so unique compare to most fishtank we see so far today well i will hard-pass and keep my old phanteks not supporting asus anymore that's just not right.
I’m struggling now with what to do with the build … I’m still going to release the video but will place a warning in it and not provide any affiliate links to Asus products … I might actually identify alternatives and put product links for those instead.
@@blackbirdpctech Maybe since you have all proofs you packged your gpu like a brand new unseal deal reach out to maybe higher Customer support at asus that is unaceptable. and keep exposing this everywhere as much as possible seriously. that's the lowest service someone can receive get a probably refurbished used gpu as a remplacement packed in a way that seems like even reseller wouldnt even think about. that's just not right, would probably depent where you are from but here in canada would've send them a 1 week resolution letter to fix this then take legal actions.
samething happened to me just so very recently with my 4090 rog strix.
Were you able to get it resolved? When I reached out to them they ignored all of my evidence and placed the blame on fedex.
@@blackbirdpctech well I am in the process, what happened was the port caught on fire after a year of use, and they sent me an old used card, I sent them my cable cause their safety team needed it, they never sent me a cable back. So I just got them to request a replacement cable, I can't test this card to see if it works without the adapter cable. So I don't even know if it works. It was that power cord was not sitting in the port firmly due to gen 1 4090 issues.. so it fried and burned up.
Sorry to hear that … let me know how you progress … it really is a bad policy to send out heavily scratched and damaged components to replace ones that were in perfect condition … especially for a $2K gpu.
@@blackbirdpctech Ya no kidding! I will let you know for sure thank you for getting back to me :)
I got my pc back, so its not the same condition, its not as cool as the one I sent in, but it works.. It still doesn't look as nice but it works and they did replace the cable.
good video
im a asus fan boy
was i guess
It's tough because they make great products.
Unfortunaltely ,I have an ASUS laptop which I really like which I think is terrific. But basically ASUS is a very poor company to deal with. I will NEVER NEVER NEVER NEVER buy ANYTHING from ASUS for the rest of my life. ASUS basically is full of CRAP !!!!!!!!!!!!!!!!!!!!!. That is whay there is a content creator that has banned ASUS products from their channel. Do not buy from ASUS. You have been warned !!!!!
That is the truly unfortunate thing about this, they actually make great products … such a shame they treat customers so poorly.