ASUS Scammed Us
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- เผยแพร่เมื่อ 28 พ.ค. 2024
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Has ASUS scammed you? A lot of warranty rejections actually legally qualify as fraud. You can report it here: reportfraud.ftc.gov/
Watch part 2: • ASUS Says We're "Confu...
This undercover warranty investigation is a one-year follow-up from our series that investigated ASUS for motherboards incinerating AMD CPUs, at the end of which ASUS promised a number of improvements to its then-anti-consumer warranty processes. Spoiler alert: They're still anti-consumer. We sent our ASUS ROG Ally Z1 Extreme in for warranty repair for issues with the left joystick ("drift"). The device also had a broken microSD card. ASUS then pointed to the world's tiniest scratch and tried to charge us $200 for it under threat of sending back a disassembled device if we didn't pay within 5 days. It felt like extortion. If you're wondering whether ASUS is worth buying, the answer for anyone who values support should be "no."
We have now tested ASUS' motherboard and ROG Ally warranty and RMA processes. Both have been anti-consumer experiences.
Watch the Scumbag ASUS video that started this series: • Scumbag ASUS: Overvolt...
Watch our legal correspondent and attorney comment on ASUS' warranty last year: • The ASUS Problem & Res...
Watch our series on the Newegg saga here: • Newegg Scammed Us
Like our content? Please consider becoming our Patron to support us: / gamersnexus
TIMESTAMPS
00:00 - Steve Loses It
01:57 - Evidence of Others
04:38 - Defective ROG Ally Details
06:22 - The Timeline (ASUS Warranty Investigation)
11:28 - Scumbags
19:26 - EVEN MORE SCAM CLAIMS
20:50 - Conclusion: Stop Buying ASUS if You Want Support
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Steve Burke: Host, Writing
Patrick Lathan: Host, Writing
Vitalii Makhnovets: Camera, Editing - เกม
Has ASUS or another company scammed you during a warranty claim? A lot of warranty rejections actually legally qualify as fraud. You can report it here: reportfraud.ftc.gov/
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Watch our Scumbag ASUS video that started this last year: th-cam.com/video/cbGfc-JBxlY/w-d-xo.html
Watch our EK investigation here: th-cam.com/video/8A7cykj0pCg/w-d-xo.html
Oh man lol Asus motherboard stories incoming. The amount of RMA stories I've seen on those (plus experienced) is insane. Goodbye to your inbox lol
Sapphire has scammed me in an RMA case, where they sent me a faulty, visibly used replacement. It was about an unstable RX 5700XT Pulse with heatstroke, 5 years ago. And once HP, where they scratched my 2170p, 10 years ago. Location: Europe.
I had a brand new Alienware 13 R3 that my cat ripped off a keyboard cap when I had owned it for only two months. Upon arriving at Dell's repair center they proceeded to tell me the mainboard and the battery were damaged and needed to be replaced. And I said, "okay, they are still under warranty so that's fine". (was actually incredulous that they said damaged instead of defective, as the machine worked fine and had good battery life)
When they realized that the machine was still within their limited warranty they said "actually, it looks like just the battery needs to be replaced" literally in the same phone call.
Like what???
Good hardware otherwise though. Miss that laptop.
Same happened to me a few years back with an Asus phone, I bought two identical phones from them and both developed issues with the touchscreen, contacting Asus about the issue they told me it was a "known factory defect of that model" then they told me to Wait because a software update would supposedly fix it. The update came, it helped like 5%, but it did not fix the issue. By that time one of the phones fell and the BACK Glass developed the tiniest crack on one of the corners, so small and so localized it wouldn't have reached the screen even if it was on the front! For that they only fixed the phone that didn't have a crack and claimed user induced damage. For a KNOWN FACTORY DEFECT! If the whole screen was shattered beyond recognition, after admitting fault they should still replace the the damn screen under warranty...
I any case the phone wasn't unusable and I kept it but sweared never to buy anything Asus again, not a phone, not a mobo, not a monitor, Nothing.
Wtf, are there any normal people working @ASUS and Partners?? Happened to me a few years ago. Had a simple connector problem on a ASUS tablet. They wanted to charge me about 400 USD, because they destroyed the display at the repair center and blamed me for this.
Congratulations, ASUS. You just lost thousands of customers who watched this video.
They'd be lucky just to lose "thousands". The potential new customers are also gone.
Millions
yup my new builds are not asus anything, they used to be good and used all their parts with every build
I was a big Asus computer buyer and moved to HP gaming systems.
I'm still surprised people came crawling back to them after that motherboard fiasco last year.
Don't buy from ASUS, got it.
Yup. Been lucky that nothing I've bought from Asus has been damaged or faulty, but it looks like I've been unknowingly gambling. Won't make that mistake again.
I was thinking about G14 but after this I'm going to search for something else.
MSi and Gigabyte does some shady things too. Soon we can't buy anything!
This been a fucking thing since.. how many years? But people KEEPS F$%^NG BUYING FROM THESE FUC#$%S.
Not their first fuck up and not their first time being assholes.
Me who has an ASUS motherboard: "Well shit."
I bought a almost $3000 laptop for work and it died 6 months of owning it. Sent it in they said since the top of the case had a few surface scratches on it they deemed it physically damaged and sent it back disassembled and quoted me $2700 for the repair and $75 for a diagnostic fee and another $50 for shipping. Talk about a shady company. Took it back to Costco for a full refund
So they lost money and got a broken laptop back haha. I love it.
@@ccramit that's Costco's policy you get a two year warranty as part of your membership. If it's not physical damage and the item breaks you can return it
Well, you got the laptop from Costco, so just use one of the other 9 laptops you got in the bulk.
you just don't buy laptops... hate to break to you... the batteries never lasts more than a year.
@@NotXboxiieIt's very easy to replace a laptop battery. Also, you're doing something wrong if it only lasts you a year.
Years ago, my sister had a MacBook Pro with an OLED display (back when OLED just came out). This laptop was only about 6 months old, but one day there was a problem with it; it wouldn’t turn on, so she brought it to an Apple store to have it fixed, since it was still under warranty. They immediately claimed water damage before she had even turned it in, which she knew wasn’t the case, so she asked them to take a look anyway. They rolled their eyes and took it in, and a few weeks passed.
One day they sent her an email letting her know that there was water damage, and offered to take it off her hands to use for parts (she would still have to pay for the service). She absolutely wouldn’t let them keep the laptop, so she went there to pick it up. Pissed at the whole situation, she remembered there was a small crack in the glass. She had paid for an extended warranty on the screen and glass, so she asked them to replace the screen. They asked why she wanted to fix the screen on a broken laptop, but because this was covered by a separate warranty they couldn't deny her. So again, they reluctantly took it in. This time it only took a few days and when she picked it up, the laptop suddenly worked again just fine.
I've had more issue with MAC's than anything else in the last 4 years almost all have had an issue.
The screens seem to be a root cause of issues.
MacBooks have never had OLED screens as far as I am aware.
I feel like ASUS will soon be "Still learning"
Ah, yes. The Sony playbook. A classic.
AHAHAHAHHAHAHAHAHAHAHAHHAHAHAHAHAHAH..........HEHEHEHHEHEHEHEHHEHEHEHEHEHEHHEHEHEHEHEHEHE.........AHAHAHAHHAHAHHAHAHHA SOLID!
I will never understand how companies that have been in the business for years, sometimes decades think that "still learning" is anywhere near a reasonable excuse.
"You are so brave, we are listening and learning"
@@IHazMagics A Traded Public C.
There always loser who will defend bad practice. Good thing, people kinda wake up to it and not chasing loses.
ASUS has now entered the "find out" stage.
Underrated
ZING
chad comment
Right after ASUS customers do... *smirk*
Change takes time when it's with a large corp. I know that's not what anyone here wants to hear but it's how large corps work.
A few years ago a friend lost a 1080ti because the waranty found a missing blade on one of the coolers, he sent the card without the damage to them.... the issue was a dead GPU. He sold everything asus related he has and never bought anything from them again.
I RMA’d a board a couple months ago that was for an 8th gen Intel CPU. They sent back an 11th gen board as replacement stating it should be “similar enough.”
Boycott ASUS, got it.
400 likes on a comment that’s a minute old. Nice
Just got another 200 in the last 30 seconds
i wanted to buy some assuss products told my borther im an asus guy well not anymore.
Exactly.
Everything they release nowadays is just overpriced garbage.
Again
"doctor, my son's fingernail is broken"
...
"sorry maam, his teeth were misalligned, if you don't pay for the operation we'll ship your son back without teeth"
Great analogy
LMFAO
Oh, that's generous. I actually expect "if you don't pay for the operation, we'll ship your son back without any legs"
I love how you say "ship", as if they pack him into a box and send him back in a shipping container
well that is still a win... after all teeth removal is expensive XD
Its nice to see this finally getting attention. I am a system builder and I must have 50 or so of my own horror stories about rma'ing with Asus in the last 4 or 5 years. My personal favorite was on the AM4 x570i strix boards where they would deny my RMA and charge me $400 bucks to repair a $300 dollar board because and LED on the leading edge of the board was burnt out. I also got a $3300 dollar bill to repair a tuf 4090. Scratches around the screw hole on a b550 strix, missing pcie lock on x570 hero. Also let not forget the serial peeling off on z390/z490 board.
Well. They scammed me as well. Long story short: Bought a motherboard, that needed an upgrade/swap of a chip of sorts, that would make it possible to run Xeon E5v4 CPUs. Sent it in and got it back rather quikly. Nice! Not so fast. They kept the CMOS battery, no biggie, but much worse; they also kept all heatsinks that was installed on the motherboard. Not CPU heatsinks, VRMs and chipset and whatnot. Sent them an email and received some after a couple of days. Installed it. The board wouldn't boot. Swapped the CPU's back to Xeon E5v3's that I knew worked - also nothing. Wrote them and they claimed I had refused to accept the repair. I was like "wtf?!" and told them I accepted the 'repair', that's why I sent it in, also pre-accepted the fee - no need to mention I hadn't recieved any further mails asking if I wanted to move forward. That was kinda assumed pr. support ticket. Sent it in again and got it back - this time with a note saying the motherboard was broken. Like, not functioning at all! I sent them another mail "wtf?!" and was told, the motherboard had been broken all along - in line with what I claimed originally. No. Not at all! The support ticked clearly states: "works with v3's but not v4's". So... yeah. They ghosted me after I got a mail from their 'manager' telling me something along the lines: I have faith in my team and when they say the thing was broken, it must clearly have been broken all along - also, we do not have the part needed for the upgrade. So now I have a dead motherboard but some new heatsinks. Thanks alot ASUS.
The motherboard was a Z10PA-D8. Not the newest thing I'll admit, but it was working (with Xeon E5v3's, not Xeon E5v4's, that's why I sent it in).
Oh. And the motherboard was sent in the excact same packaging that they use. How do I now? I used their boxes, antistatic bag and wrap.
ASUS PLEASE IT HASN’T EVEN BEEN A YEAR
We told them we'd check back in on them once they had time to fix things. A year seemed like enough time!
@@GamersNexus a year is MORE than enough time to redo systems. This is so much of an issue higher up the chain, and it's so sad to see Asus fall from what their reputation used to be. They were my go-to for years.
@@GamersNexus That's way too much time in my book. They should have had it done in UNDER 6 months.
@@BrockzillagamingWhat's your company's name?
@@RustyWells2 my company?
"Oh no my toilet is clogged"
"Unfortunately, the paint on your walls has faded and needs a repaint. Pay us now, or we'll blow your house to bits."
"The paint on your walls has faded...and your roof is attached to your walls. You need to pay for a new roof or we'll have a guy come around and take your existing roof apart. Three days and counting, buddy"
"NO GUARANTEE TOILET WILL BE UNCLOGGED. FEE IS NON REFUNDABLE"
HAHAHA THE MICROSCOPE DRAMA. LOVED IT! LMFAO😂😂❤
"Oh no my toilet is clogged, with my Asus"
Potentially hundreds of thousands, big yikes.
this is the one good thing about living in Australia thanks to the Australian Competition and Consumer Commission, Asus says we have one year warranty but thanks to the accc we have two to three year warranty, which means in those two years if its faulty we just take it back to the shop we purchased it and swap it for a new one
Yep ACCC is GREAT!!! 3 yrs ago I had a 2yr old laptop that had a battery that had so swollen it pushed the mousepad out. First they said it's out of warranty to which I said I expect laptops to reasonably last 3yrs and besides this is a manufacturer defect. No they said. I told them I was going to consumer affairs.
Next message was, oh, send it in. When I got it back they had replaced the mousepad, keyboard, cover and battery completely gratis. They do not like hearing ACCC, coz they know it has big teeth.
I bought an Asus Motherboard way back in late 2019, and it was my first time buying a 'high end' motherboard, something I did because I wanted one that I wouldn't feel the need to replace until finally leaving the AM4 platform. It died suddenly in less than six months, and since by then it was the middle of the pandemic, my only option for getting warranty service was through their website, customer support, etc. when in reality the preferred method is just showing up at the fulfillment center and handing them the motherboard. My board was out of warranty by the time it was safe to go anywhere in person. They gave me *such* a run-around every step of the way until I finally had to cave and just pay full price for a new board. Never buying an Asus product again, if given the choice. I've also had a ton of their monitors arrive with dead pixels.
I stopped buying Asus a long time ago, and it was simply because of failures. Of all the motherboards i have purchased over 30 years, Asus was consistently the first to fail.
"a ton"? How many 700$ monitors are you buying??
Asus denied my warranty claim on an x570 motherboard because of a usb header bent pin, I paid $275 for the board, they then sent me a bill for $500 to repair. They are the worst, I will never buy a product from Asus ever again
My brand new motherboard (all seals in place, box in perfect condition) had a bunch of front panel connectors bent. Why? Because the antistatic bag it was in was pulling against the cardboard spacers of the box, and putting pressure on them. Great attention to packaging, isn't it?
Same exact thing, when there was a fundamental problem elsewhere on the board
My mobo cost my mom (chrismas present) $160 and they sent me a repair bill of 200+, the damages they claimed had ZERO to do with the reason i even shipped it in for
That's pretty shitty ngl, you could literally just buy a whole new motherboard at that point and a much better one at that. Like seriously just send a new one at that point.
Another insane story - thanks for posting. Can you send details and a brief timeline to tips at gamersnexus dot net? We'd like to include this in our research as we dig deeper. Thank you!
Valve wins again. I have a dead pixel on my steam deck and they made sure to repair my deck with a perfect screen, new audio board, and new backplate, FREE of charge with the warranty.
ASUS defenders malding
Valve wins again by doing nothing (besides honoring their commitment to customers under warranty), while a competing company plays mental gymnastics to do something dodgy yet again and loses.
@@crimesguy They didn't even need to honor an RMA for a couple dead pixels, most companies will deny it as being normal but they did and I'm very happy with my Deck OLED. Valve treats its customers right.
Hell I cracked the screen on mine and the fact I had the option to repair it myself with a new, official part was awesome.
@@crimesguy Yup. Amazing what happens when you treat your customers like customers, not marks to be fleeced.
they won't sell me a new audio board for my 1st gen deck so i'm salty
I have been in a battle with Asus since August 2023 over my laptop. I too have had to send it in not once but twice for the same repair and the first repair did not even address the problem. Only after contacting everyone and posting on every blog I could get my hands on was I contacted by an Asus CEO repair person who is handling my case now. I am currently waiting for possible replacement offers this week.
I had a similar issue with Apple over 10 years ago. I had a clamshell MacBook that had a rubbery base that would peel at the edges and was issued a recall/warranty repair. I took this to my then local Apple Store to have this inspected and taken away for repair. Whilst in the store the Apple “genius” who inspected my MacBook noted several other issues with the case being damaged and offered to replace them. Being younger and naive at the time I assumed that he was being friendly and perhaps had a faulty MacBook in the back that had a good case, and he was just gonna swap them over free of charge as there was never any mention of a feet to pay. Over a week later I come back to find my MacBook has been pretty much replaced in it’s entirety except for the motherboard, HDD and RAM. I argued that I had not agreed to many of these repairs, let alone pay for any of them. After arguing this with the store manager, I was asked to sign off on the repairs and literally ushered at pace out of the store by the manager who was incredibly rude. This was in the UK as well.
It sounds like you did authorize the repair. Doesn’t really sound like an issue with them for you misunderstanding how repairs work.
@@Fetidaf Seems like you didn’t understand my comment. They replaced more in my Macbook than was discussed, to the point where it was nearly a brand-new machine by the end of it. They replaced the fans, keyboard and more that was not discussed and the parts that were discussed, he never once mentioned a fee. Probably preying on me because I was young but I certainly wasn’t naive enough to fall for it.
Welp, ASUS is on the "do not buy" shitlist now.
they're on it again, last time it was a BIOS that would fry X3D CPUs from AMD by pumping them with voltage then they'd refuse to honor warranty
I've been avoiding as they're far too expensive compared to alternatives but now I'm gonna avoid them completely and make sure everyone I know does too fr
Was about to purchase two Asus laptops. Will go with alternative manufacturer now.
They should have been after the other issue.
I am running out of brands to buy from.. EVGA gone, MSI shit, ASUS shit, Zotac shit.
Who is not shit?
Steve - I work for a system integrator and I can tell you almost every single ASUS item we send in, they claim it's damaged in some way and make attempts to force us into paying for repairs. I've stopped recommending ASUS to my clients.
Yup us too! We thought it was just us!
Sounds like they need a good class action lawsuit
What brand would you advise?
Recently got an 7900xtx aqua from asrock and my paranoia got me to check the screws on the backside.
2 of them were loose.
Everything they make now is also garbage. Laptops that used to last close to a decade in the past now barely make the year mark. Their entire brand is now... garbage.
But these new issues have started rearing their head since 2019. At first i thought maybe it was a pandemic. Then i googled the CEO...
Gee... i wonder why since 2019 asus went from aggravating to absolute trash?
Yup have sent ASUS many client motherboards for RMA to only see them returning the same board without any fix despite those boards being well within warranty .
Love that Patrick signed it as 'Pat Sting'
"Sorry some customer induced damage. " :D
Love when companies get caught with their pants down not knowing they’re working on GN’s stuff.
Guess who's gonna be having a meeting with the CEO of Asus pretty soon?
Same I love this shit
Makes me buy merch every time.
It's why I love GN so much, they won't hesitate to call out scams or bad practices. They've ended lucrative sponsor relationships for less than what Asus is pulling now.
This is top quality tech journalism IMO. Love that they expose problems like this.
They totally wanted to replace the screen because the whole thing was basically a loss except for the screen. They wanted to charge 200 bucks so they could just pull a refurbished off the shelf instead of having to take the time and labor to repair it.
spot on, I said same thing lol, I'm suprised steve didnt say it outright
Thinking the same thing. I don't know why they just didn't do that and then keep the old unit to recert the good parts, but maybe the fact the case had some slight damage so the screen couldn't be sent out again because it obviously looked 'used'.
@@FragEightyfive that sounds very plausible and why it was focused on.
Agreed. That was how we felt as well - seemed like a way to make some money on a refurb and kick the unit down for parts. What's insane is the charging for shipping - that'd still be free as part of the original covered claim! And by insane, I mean possibly fraudulent.
good point, that also would have covered them sending a different unit back entirely.
This is absolutely a systemic problem with Asus and it's partners too. I had a 2020 zephyrus g14 when the screen backlight died after a 18 months. They insisted the only method covered under warranty was some third party shop. So I sent it in well packaged, and with the only problem being the built in screen blacklight not turning on, it could still work just fine through an external display.
Fast forward several months with no communication qhatsoever from the shop, I contact them to see what the hold up was, and apparently the main board is dead and they can't get the part. I could either wait an indeterminate amount of time for them to get the part, or they could send the laptop back. I asked for it back, and sure enough, the previously mostly working laptop was 100%, completely dead.
What kind of repair shop sends back a product in worse shape than they received it in?? I genuinely believe that I, having built PCs but never worked on a laptop, could have done a better job just swapping out the LCD myself.... Thankfully my credit card company offered an extended warranty that covered the repair, if I paid for someone to kill my laptop I'd be PISSED.
So if Asus wants you to send your product to Lifetime Repair Services near Buffalo NY, I HIGHLY DO NOT RECOMMEND
The fact 3rd party companies exist for warranty fulfillment means they are making a profit off of the warranty fulfillment, which really isn't the way warranties should work. They shouldn't be a profit center, because that just implies your product is knowingly made poorly.
its the old auto mechanic scam. Go in for oil change and now all of a sudden my engine needs a rebuild.
No, they start with "You need a new Frammitz valve." Or, "We see this all the time. It's a Disgronifier. That will take 20 hours of labor and will cost $3,000 because the Disgronifier is not covered; it's a wear part and not part of the drive train."
They tell an unsuspecting customer all of that with a very "serious" look on their face and wrinkles in their foreheads, showing their concern.
@@justaskin8523 And, if you don't pay within 3 days, we'll return your car in 57 pieces.
As a car mechanic myself it’s my job to report anything that doesn’t function as it did when new. The problem lay when certain dodgey mechanics don’t outline just how broken the part is and how necessary or soon it should be replaced.
I always always report the severity and how it may effect safety or fuel efficiency. If your mechanic doesn’t report those factors and says to you a part MUST be replaced no questions asked, go somewhere else.
@@justaskin8523
Don't forget the obligatory blinker fluid.
@@jintsuubest9331 Also tyres need premium air due to age
Asus is now permanently off my brand purchase list, thanks for the in-depth investigation GN 👍
You just buy Gigabyte or MSi.....who gives a fuck
I need more EVGA in my builds...
@@eriksrensen6369 both arent great either.
@@eriksrensen6369 MSI is also off the list for obvious reasons... search for GN videos about MSI. So only Gigabyte and AsRock are left, and Gigabyte generally produces shit (had 3 GB gpus ALL of them died within warranty).
too bad i just bought an asus router LOL
its going good so far tho
Xiaomi did the same when I send it a phone, they gave me a quotation and it costs more than the same new phone, when I only ask for charging port to be fixed, it was still under warranty, and I told them I'm willing to pay for the repair. The phone was working fine except it is very hard to charge.
My experience with Xiaomi is, they would rather give replacement than fixing it if it's still in warranty, at least that's a normal Xiaomi experience in my country.
Same here from ASUS. Had Strix RTX 3080 OC White and Hotspot was reaching 108C. ASUS said that it's normal behavior and my card was shipped back.
German retail worker here. I work in a major electronics store here (similar to Best buy) and I also worked customer service for about half a year, almost every time we sent in an Asus device for repair, Asus either didn't repair it or claimed the device was damaged by the customer (which it wasn't) and in most Asus cases we just ended up paying the customer a full refund in our expense and getting the device fixed within our company. So yeah I can confirm it's just like that for Germany too...
This is interesting. Someone ought to sic the Verbraucherschutz their way because that sort of stuff ASUS appears to be pulling should be highly illegal around our parts.
You should report it because Germany has a LOT higher standards than USA on these sort of things. I guarantee you they are breaking at least a dozen laws doing this shit
@@mariobosnjak99 Yes, and consumer rights seem to be enforced in Germany, unlike the Netherlands where EU regulations no matter what often are just paper tigers.
Well, at least you folks take care of your clients. I worked as accountant in one retailer, fortunately, we didn't sell Asus, but I have seen problems with RMAs to the point, we actually billed one RMA to supplier, because they didn't want to admit clear manufacturing defect.
@@vanCaldenborghIDK if it's the same in the Netherlands, but for private customers (aka "Verbraucher" / "consumer") the mandatory 2 year warranty is to be directed at the SELLER in all cases, and NOT the manufacturer. This has "always" been the case afair.
This means the SHOP/SELLER has to compensate the "Verbraucher" (unless you bought directly from ASUS) and potentially take a loss. And any problems between the shop and asus are now not covered by customer protection, but by whatever contracts there are between asus and the shop, and whatever business laws regulate such disputes (if any).
Why are we not surprised. ASUS don’t seem to care about their customers.
You should survey your British viewers about Overclockers UK RMAs!
@@joeuma6403 - Agreed, but not just them. I bought from Scan UK - I posted this earlier.... I sent in a 2.5 year old ASUS SCAR A17 to ASUS UK Repair Centre (RTX 3080 16GB, Ryzen 9 5900HS, 32GB LPDDR4, 2TB RAID 0 M.2s, 2K Screen) - Original cost £2,799 - The laptop kept freezing in Windows. Their repair centre said the motherboard needed replacing and that was going to cost me £2,725 plus Labour, Admin, Shipping and VAT @ a further £564! Total: £3387 (Unbelievable!). In the UK we are covered when purchasing anything using credit. I'd bought the laptop with my credit card and was able to make a 'Section 75 Claim' that resulted in receiving a credit back to my card of £2,790. This money was subsequently charged back to the retailer who then had to sort it out with ASUS.
I bought a Zenbook OLED from them that was advertised as having USB4. When I got it their BIOS disabled USB4 thought the hardware was still there. It was documented and many other users had that issue in their forums. They played dumb and did not adress the issue.
I said then and there I will never buy ASUS again and that is what I did.
PS: Fortunately it was possible to enable USB4 later partially by a hack. There's a Windows tool that can enable UEFI settings that are not in the UEFI menu. Unfortunately I don't remember the name, but it had something to do with Ryzen. This proved that ASUS willingly disabled USB4 on that Notebook, probably to get you to buy the more expensive ones.
I am in Europe and previously had a ROG Desktop that went 3 times to repair and on the first two, they “discovered” a couple of non related issues but DIDN’T fix the issue in the warranty; only on the third time with a video showing it (email to the manager) and multiple printed photos, they did fix the main issue (RAM modules); my present laptop, when new went also THREE times to repair, on the first two they just did a system reset. On the third one I did what I did with the desktop and they replaced the main board. I was in total 4 months without the laptop. Good I still had the old one…
So I see Asus still (DOESN’T) care about consumers. I must say Microsoft is extremely good on that (at least on my experience).
This cesspit of a platform keeps deleting my comments? I posted this earlier, but it got deleted: I sent in a 2.5 year old ASUS SCAR A17 to ASUS UK Repair Centre (RTX 3080 16GB, Ryzen 9 5900HS, 32GB LPDDR4, 2TB RAID 0 M.2s, 2K Screen) - Original cost £2,799 - The laptop kept freezing in Windows. Their repair centre said the motherboard needed replacing and that was going to cost me £2,725 plus Labour, Admin, Shipping and VAT @ a further £564! Total: £3387 (Unbelievable!). In the UK we are covered when purchasing anything using credit. I'd bought the laptop with my credit card and was able to make a 'Section 75 Claim' that resulted in receiving a credit back to my card of £2,790. This money was subsequently charged back to the retailer who then had to sort it out with ASUS.
i've sent a couple hybrid cooled strix cards back for memory failure. 4090 oc lc and 6900 oc lc and they repaired both. entire process was 7 days and it was back at my doorstep
I bought my son an open box Asus desktop from Best buy. It was a good deal and I'm a single income family. Plus my son only plays like three games. It stopped producing video or power to usbs after a month and a half. It was out of best buys return window. Ok fine I'll call the manufacturer no biggie. I called almost a dozen times and got no where. 4 of the calls the agents pretended they couldn't hear me even though I was on a landline and have never had a problem. They would hangup. The rest told me my serial number on the machine was invalid. I read them every sticker on the machine and none of them worked. They said they couldn't help me. I said I have a proof of purchase. The. Wanted me to pay 180 dollars to send the desktop in to validate it had a warranty. I got no where. Went back to Best buy and they have sent it in for me. It's currently still being repaired. Hopefully I don't get a bill for it. We will see but yeah it has been a nightmare.
Be careful with the open box stuff. I bought a tv like that. Could be a steal, or you could be getting robbed. Something tells me the geeksquad looked at it and decided to try to sell it after someone brought it back.
@@ragnoxis05
Yea I knew it was a gamble. It still had the box and actually there was a Christmas card in the box which lets me know they didn't remotely check it. We will see, but ya screw Asus.
Please do update us on what will happen to the desktop, best of luck 🙏
*THIS* is what tech journalism should do. Journalism. Not "review the latest product for clicks with click bait titles and completely ignore what happens to customers after buying the product".
Problem is, the majority doesn't want that, as evidenced by why a channel like LTT still has way more following than what GN has.
Also considering the latter's partnership with ASUS, watch Linus downplay this whole thing like what happened last year with the exploding ROG mobos.
@StrikeWarlock yeah, I can't wrap my head around ltt being so popular.
ETA Prine has entered the chat 😂
this is tech journalism, not tech reviews
@@kingplunger6033 Relatable
They asked me to pay 900$ to repair a 350$ gpu 3 years ago. Damn I miss EVGA 😢
Very Apple of them, how nice!
MSI
How do they even come up with that quote?🤣🤣🤣
Surely this exposé opens them up to a class action lawsuit? (Not American, not sure on the legalities of it all, just assuming from the evidence here)
Why don't they make Radeon cards? I'll buy that.
Well, that´s it for me then, with ASUS. They had a fair chance, they decided to stay scammy.
With a whole year of time to improve, that IS a decision, not an accident.
This has been going on with Asus since early last decade. Purchased an Asus Sabre-tooth Z77 Mobo in April 2012. Could not get it to post out of the box. Sent it back to the place of purchase. Their techs felt it was an issue with the memory controller. They sent it back to Asus, who said it was a bent pin on the lga socket. The place I purchased it from felt this was bullshit as neither I , nor them, could see any bent pins. They picked up the cost for the 'repair' and returned it to me. That board still has not missed a beat 12 years later but felt that Asus were trying to scam me back then in 2012
I've worked in repairs. Whenever a customer sent us a device (phones/tablets), we would triage and send the customer the estimate. If they reject it, we would still clean it, return it to the condition it was sent and ship it back to the customer. It always went back better than it came in. And sending back the device disassembled wasn't even an option. Not sure who ASUS is contracting out for these repairs, but their policies are not acceptable by industry standards.
That's a great way to do it. Louis said something similar.
Same way I used to run my repair shop. Everything went back with clean fans, keyboards, and screens at the very least.
Given their English proficiency... i think it's pretty obvious.
@@GamersNexusLouis Rossmann is the GOAT for repair ethics and standards.
@@GamersNexus It's almost like independent repairmen/small businesses have reputations to maintain or something. Love seeing big corporations being held accountable like this.
Asus pulling a Sony with "We're still learning", which translates to "We're still learning how to screw the customers over, without being caught".
New CEO, new methods to steal money they don't deserve.
Nah, Asus is on Samsung level of "screw u warrenties/repairs" stuff
Nah man Sony is a good company
@@forzanerazzurri2339 lol
Yeah because MS is better withbuying, ruining and closing game studios?
Asus told me they wouldn't repair my monitor under warranty because I broke the lcd. Then quoted me a price to fix it that was more than I paid for the monitor. I did not break the LCD. I plugged the monitor in to my wife's new work laptop and the screen went all green with some other colors in some areas. It had been working fine for 6 months before this happened. The monitor was never dropped or mishandled in any way. I refused and told them not to send it back to me. I then got an email saying they were shipping it back to me. I don't currently live inside the US so I would have had to pay to get it reshipped to me from my re-shipper. So I called up support to tell them not to ship it again. When the person got on the line they were hostile from the minute the conversation started. I will never buy another Asus product. 3 of the last 4 Asus products I've had have failed on me too.
I had a problem with ASUS as well when then 3070 came out a few years ago. 1 month of use and I had absurdly loud coil whine (I could hear it through my headset while gaming), my friend had the same exact card (we bought them together on the same day) and his was dead silent while gaming.
I sent it for RMA under warranty with videos showing the noise levels under stress. Each email would take about 7-10 days for them to respond, they said there was nothing wrong with the card and the noise was ''normal". I was fed up after 2 months of back and forth with a new guy each time on the email and got a lawyer to handle it. At one point they even offered an AMD card (an inferior model, thinking I didn't know anything about it). It took exactly 6 months to solve this, but I got a new card and $10.000 from them as a "favor" for not suing them.
wow, that's an interesting example. good ending too :D
"Policy to mislead the customer to pay for a service they don't need".
Sounds like ASUS is taking notes directly from car dealerships.
Fun fact, companies in the PC space doesn't want to see what happens when lawyers learn about it. They want to act like car companies, well they better hope they have legal departments and cash reserves like car companies.
I've learned from Lheto's Law those warranty acts have fee shifting provision. Meaning lawyers will take warranty cases on commission, without the customer paying a dime. There's literally a business case study about Nike getting sued as a means to put the rest of the industry on notice. Louis Rossman has probably been waiting for the opportunity to do the same to the PC industry. Apple is crafty enough and has enough money that they're not going to be the sacrifice. ASUS just volunteered!
@@arthurmoore9488 Can you give me a set of search terms or a date range to look for regarding that Nike lawsuit? I've been trying to find information on it, but all I find are articles about Nike's trademark lawsuit spree.
@@arthurmoore9488 Asus Everdeen
nah, taking a page directly from Crapple. only difference is Crapple sheeple have their heads so far up Job's ass, they refuse to admit it
“Accessories will not be returned to you” bruh could you imagine dropping your car off at the mechanic and they return the vehicle but take your spare tire
Spare tire, charging cables, radio lol.
@@TheCommanderTaco The back doors. Those aren't needed.
Should've welded on your roof-rack bruh /s
I think they have an English word for that… it’s called THEFT.
Same with Gigabyte here in Germany - they tell you not to send any other parts
I've been an exclusively ASUS customer for 10+ years. I'm typing this on a Crosshair rig with an ASUS Radeon card. I will need to pay more attention to customer reviews before I upgrade my graphics card next month.
You are genuinely the only tech channel that I trust.
Thank you Gamers Nexus for exposing these things and representing the customer experience
The fact that the claim dispute only allowed you 100 characters is insane and to me says they absolutely know what they’re doing and this is indeed malicious
Logitech did the same with me wih one of their forms. I couldnt explain my problem let alone a fair solution to solve it.
Speaking of. A small sensor inside my shifter that it uses to work out which gear is selected broke its tiny flimsy plastic tab.
They are usually worth a few cents each so I just wanted to pay logitech for a new one since i couldnt find the exact part elsewhere to buy. Seemingly they dont allow their supplier to sell them elsewhere.
I was more than happy to pay 20aud for a bloke in their factory to take one out of a tub, slap it in a padded envelope and mail to me. Seems fair for a 2cent part.
They repeatedly insisted i use the link to their online store to buy a whole new shifter for 80aud.
I spent 300aud on a fanatech with hall sensors and binned the logitech as they refused to allow me access to replacement parts no matter the cost.
It had no warenty as i bought 2nd hand and didnt have receipt.
naaaaaaaaaaaaaaaaaaaaaaaah that's inSANE. 100% malicious and deliberate.
Something like this requires typing your complaint in a pastebin or an image and linking it in your dispute.
@@muizzsiddique"Sorry, can't open foreign pages"
It seems to be very common.
I ran into the same thing with Siemens.
A friend started working at a warranty repair center. They cover several companies' products. The first step is to examine the product and determine a way to deny the warranty. They have incentives to find as many as possible to deny and are rewarded when the denials stick. So there's that.
sounds alot like how all insurance companies are
Imagine an average teen has to go through this.
Pretty much an unavoidable 200$ scam
Insurances are a fucking racket the concept of pay me just so youre covered if something happens is ridiculous to add insult to injury about it then it becomes a haggling event to get them to comply with a service youre paying for!
@@user-co8lv1lb1t these repair service centers are insurance companies. Asurion etc. Listed as warranty insurance corporations.
Yeah, but this is how it should work. If everyone who dropped their shiny new device in a toilet, and sent it in for a warranty return got their device fixed, how much do you think your shiny new device is going to cost you next year?
For years I was a loyal ASUS custimer for Motherboards. After 2 failed RMA warranty requests I no longer do any business with them. They declined 1 of my repairs on my motherboard citing damage to a component of the board that was not on my board, The other was declined due to their losing my board at their repair facility and finding it 3 months later.
DO NOT FUK WITH GAMERS NEXUS!! I'm onboard!! Thank you @Gamers Nexus! Thank you for your discrete interactions with these corporate pigs, us small guys need your help!
You should do a video where you purchase a brand new ASUS, open the box then close it up and mail it in saying there's a "problem" and see what they say.
This actually happened to them not long ago with newegg I think. They bought a motherboard and ended up not needing it and sent it back and they said the pins were damaged. I can't fully remember the details though
Think they claimed there was thermal paste in the socket.
Or don't even open the box. Slice open the seal but don't open it; then just hand it to the UPS or FedEx guy for taping and re-sealing. Film it all without jumps or starts.
These people at Asus are on drugs or something, doesn't matter what you send them they want you to pay 200-500 dollars for the damage they've done
@@jayflach3408 no it was thermal pate
Love it when a famous YT channel reviews a warranty claim. It's the only way to improve company's behavior. Keep up the good work!
*stop being shady for profit
@@sidehop the only way to stop anything from happening is to file your Consumer Complaints.
Hopefully someone finds a way to create a company that sets the standard for warranty processes, and sets ratings for that. In Sweden the general review standard is "trustpilot" (probably a bit international). So if a company has bad reviews on trustpilot people will avoid them. Trustpilot checks that you bought from the company and then gives the company 0 influence over how your review is shown. If this was done for warranty matters, it could give people great insights in how shady Apple, Samsung and Asus are with their warranty claims.
@@user-do1hk7mg5y It's called Amazon. They litterally take back and refund faulty products or replace it without any questions asked. 100% prefer dealing with them than directly with shady manufacturers (TBH MSI not much better than Asus in my experience)
I was a PC builder for many years and relied on many various Asus parts from mobos to monitors. In 2016 I bought a Zen Watch 3. Within 3 months the band broke. Clearly a defective design. They refused to replace a $29 watch band under warranty claiming customer damage. I've never ever had any other watch band break.
That was the last Asus product I ever bought. They lost thousands of dollars of my money over a $29 repair.
I'm certain I'm not alone in stories like this.
My Asus RMA story involves a monitor. I had a FreeSync monitor from them, which worked fine with my Nvidia GPU over DisplayPort for the first month. My GPU detected it as G-Sync compatible, and it worked well. Then, I got an AMD GPU and an Xbox Series X, and FreeSync would not function properly over HDMI. Although the AMD control panel indicated that it was enabled, I capped my FPS and used VSync in-game, as recommended for AMD GPUs. However, there was still massive screen tearing, which also occurred on my friend's AMD GPU and my series X. It worked fine over DisplayPort, but that didn't resolve the issue for my Xbox. Setting up freesync/g-sync can be a pain if you don't know what you're doing but I am confident in my ability to configure it correctly as I have done lots of research. Anyways, the monitor was only 2 months old at this point, so I called Asus to inquire about a fix. The person on the phone acknowledged that this was a known issue for this monitor and suggested sending it in for repairs. I made sure she understood that the AMD control panel showed FreeSync as enabled and that the problem only occurred during gameplay. She confirmed understanding. I sent it in in its original packaging, and a month later, I was informed that everything was working fine, accompanied by a picture of the AMD control panel showing it was enabled. Apparently, that was the extent of their testing. Another month passed, and I received it back, but in non-original packaging, freesync over HDMI still not working and now with more visible scuffs than when I sent it in. FreeSync not working may not seem like a big deal, but I got the monitor specifically for its compatibility with my console and PC. It was the primary reason I purchased it; otherwise, I would have stuck with my old one if I had known it wouldn't work.
Asus gaslighting their customers:
Asus: "Remove drive as we will delete everything and the device may not work any more."
Customer: *Removes drive
Asus: "You have voided your warranty. You will need to pay for repairs."
That's a serious dark pattern. o_O
same shit as Samsung. if you send your phone in service, they will most likely erase your data. also you are not owning the phone, and you had to send the charger as well, back in the days where they were still offering chargers with purchased phones. Today we harvest what we paid for starting back in 2000. there are no regulations whatsoever.... maybe more so in
Europe
Customer: *Removes drive
Asus: "You will never financially recover from this"
To be fair they tell you to back up the data.
@@michael1 thats not what the comment is about, nobody cares about the data here. Its about tricking someone to charge them money for help
"Any out of warranty repairs paid by the customer is non-refundable and does not guarantee we'll repair it"
uh.. WHAT?!
Products and services that are sold must be fit for the intended purpose. ASUS lawyers are morons.
@@ericm5315
It's anywhere like this. Eorh various services. Go to a private doctor, have him do nothing and demand a lot of money for visit.
that sounds illegal to me lmao
That's insane. You are paying for repairs, but they can't guarantee it to be fixed? That sounds EXTREMLY vile and probably illegal, atleast in the EU.
@@benneboii8117
You know nothing bros - It sounds wrong, but it is in fact legal. Paying for attempt, service, consultation, whatever. Same thing happens with most paid services. Like doctor visits paid from your own wallet - They get the same amount of money from you no matter if they decide to help you or not. Give them money, but expect nothing back. They just deserve it man...
I know it shouldn't be legal, but it is. You would be more likely to get consequences than them. Customer, patient or client rights - It's all a joke to the law. Can you afford a better lawyer than them? Likely not.
I'm happy I had no issues when they took in my Ally with the exact same issue.
warranty is often just a marketing gimmick. No one is going to sue a large company over a few hundred dollars, so they can fulfill claims up to their internal commercial and legal limit, and then play with the rest. This can only be fixed with stricter regulation
I’m no lawyer but this looks like a class-action lawsuit
Lawyers be like 💵💵💵💵💵
You know Steve is perturbed when he has to break out the microscope 😁
Either that, or horny. (sorry, couldn't resist)
Perturbed? He was positively glowing. He LOVES breaking out diagnostic equipment!
That was just for show. GN already logged that damage themselves before sending it in (6:08). So why the big performance?
@@SansAppellationsounds like someone is perturbed.
@@TheKotor2309 well sure, but GN are being deliberately shady here, feigning innocence while self-reporting and then making a song and dance when the other party is being shady in response
Happened to me when I tried to replace ASUS DVD-ROM on 2002, and when I tried to send my customer's Mainboard for replacement during warranty period, That's why I never want to buy nor sell ASUS ever again. GIGABYTE is the best.
Please keep us updated on this! I was about to buy a ROG and now I guess it's gonna be a Steam Deck instead x)
Brazil retail worker here. I work in a major electronics store here for almost 9 years. Every time we sent in an Asus device for repair, Asus always deny warranty saying that the product is damaged by the customer.
po que bacana.. comprei uma 4060 dual oc deles sexta feira 💀💀
@@closesho Tomara que não dê defeito!
@@closeshokkkkk boa sorte. 🤞🏻
Car companies and parts manufactures used to do the same thing.
Its not just Asus. At this point I have not had a single accepted warranty since the late 90s.
Last year HP did this to me with the same reason (slight damage in the plastic caused by manufacturing error), fun fact: after paid repair they returned the laptop damaged.
4 Years ago MSI did the same (claiming that a short in the power plug + magic smoke was customer damage) and about 7 years ago Asus (heat damage to motherboard caused by proximity of heatpipe to one of the capacitors on the board, claimed that said heat damage was caused by me dropping the laptop).
Every single time I had to pay for the repairs at least 25% of the price of new device.
Its also sad that all those devices had manufacturing and/or design issues that required repairs during the initial warranty periods.
I saw the GPU thread on Reddit and everyone was saying to contact Gamers Nexus. Good to see you once again sticking up for the consumers. Its why I love this channel.
Yep. Their coverage was so good on the EKWB story I bought a shirt. They earned it.
@@breakupgoogle4584 I loved their coverage on EKWB because I have had two of their pumps fail on me and made the mistake of buying their fav controller, which was complete garage. I didn't even know they ended up allowing returns because of how bad it was until it was too late
ASUS Germany bullshited me with my ASUS Prime X670-P Mainboard - Never ever ASUS again
11:55 There is nothing too small for them to use and notice as an excuse to not cover you under warranty. There is nothing too big for them to miss when it would save you money via component level repair.
What a dumpster fire of a company
The man himself
Amen
Greatly looking forward to working with you and those you referred to us for future content, both about ASUS and others. I think we can do a whole series on these practices and hopefully filter the good from the bad (and maybe even get some policy or at least customer awareness of rights).
@@GamersNexusI'm curious to find out if Asus is outsourcing their warranty support to some shady third party to save money (and maybe use them as a scapegoat.) LG did this exact thing a while ago for their phones and needless to say their warranty support went to complete shit. There are multiple reports out on reddit and other sites of people getting rejected/scammed out of their repair from things like tiny scratches which were completely unrelated to the main issue (exact same way as in your video) I got scammed out of my LG G6 fingerprint scanner repair the same exact way as you (completely unrelated small scratch on metal frame/border of phone) yet this was an official/common issue with those phones! They completely shutdown their phone division shortly after due to losses, so it makes me wonder if it's indicative of the same thing with Asus.
My option of asus has gone from “do not purchase for myself” to “vehemently tell anyone considering any asus product to reconsider”
Yes. Friends don't let friends buy ASUS.
See, im going to SLIGHTLY argue this. I dont know if ive just gotten lucky? or maybe asus loves me? But, i have NEVER had an issue with any RMAs through them, or any products of theres. I have been buying ASUS motherboards since 2012 for ALL of my systems. My first one I ever bought, that I still have, that is actively being used in a server as I type this, is a Crosshair V Formula Z. My current gaming right that I built a year ago has a Asus TUF whatever in it, no issues. I had to RMA a board for a faulty RAM slot on my parents build I did and had a replacement back within a week, no charge or anything. So maybe ive just gotten lucky. But I have seen ALOT of others have issues and Im like what are you people doing to cause this? And I guess Steves video shows it clearly. I digress, Im going to still buy asus's motherboards because ive had great luck with them. fingers crossed. OH YOU KNOW WHAT. now that I think about it, the Crosshair MOBO i have did have one RMA as well back in 2013. The bios chip died on it and i needed a replacement. whats cool about those mobos is that the bios chip is swappable. you can remove it and install a new one. so i put in an RMA for it, they sent me a new bios chip ready to go free of charge and its been fine since then. Took less than i week from what I remember. maybe im just lucky.
I have also been scammed by Asus by receiving a monitor with broken gsync - this scam was was initiated by a problem at Nvidia as they gave Asus a bad file, but Asus does not want to fix the issue and you can't flash a fixed firmware to the monitor because there is no updated firmware or way to update it. Piece of garbage.
Asus used to make great products, and their motherboards were my brand of choice. But then various cautionary stories about their products started to surface. I was also really unhappy with the insane stock overvolting on their Z490, although the build quality was fine. A few years ago, I bought an Asus laptop, and the power button stopped working mechanically after two days. I returned it and decided never to buy from them again. This video has further reinforced my decision to distance myself from them as much as possible.
Wow! Way to drive your company into the ground. Bye Asus.
Over the course of 15+ years
I've owned 4 different models of ASUS mobos, 3 different models of Gigabyte mobos, and 2 different models of ASRock mobos.
Every ASUS and Gigabyte mobo I've owned has suffered some kind of bug or failure within a 1 year period.
Some even just arrived with DOA SATA ports, USB hub ports, or similar issues.
The last ASUS motherboard (that I now use as a home server build) has an issue where the default BIOS settings will cause infinite bootloops because of an on by default feature for SSD's.
Which it's seemingly incompatible with every SSD I own for it??? For some reason the issue also makes it a 15-30 minute wait time to boot into BIOS, that's an annoyingly fun process.
I've had 0 problems with ASRock motherboards. 🙃
Based off personal experiences, I will never touch ASUS, Gigabyte, or MSi.
It'll take massive effort from those companies to make things right in my eyes, one which they seemingly don't care to make.
So I simply will not buy their products and I will have more self control.
Same goes with EA, Ubisoft, Actiblizz, and many other companies who make unethical choices in the market.
Interesting. Mostly covering my experiences. ASUS and Gigabyte are NoGo. But MSI... maybe. Their marketing seems to use shady tactics (also reported by GamersNexus, IIRC) but the quality itself seems to be okay, actually they are the only MoBo manufacturer where I have ever received a decent (humane) answer from the support. ASRock on the other hand: not sure. I had a system with a Asrock MoBo running stable for a decade, but then again, it's successor (built around 2019) with an Asrock mainboard has been very unreliable. (and has been replaced with a Gigabyte board back then, which turned out to be shit a couple of years later).
Had a very similar experience with a motherboard. It took one month to get a replacement, as it didn't detect the CPU and they blamed a scrach next to one of the screws that hold the board. Also they are the type of company that will not admit to being wrong on anything.
I remember 15 years ago people saying that its always a gamble with ASUS. "They make great hardware, but if anything goes wrong you are screwed." I have rolled the dice in the past with ASUS and never had an issue. I won't risk it anymore.
Rolled the dice too, I have one Asus product and it failed and warranty was rejected
I'm kinda done with Asus after all this shit. Not just Asus BTW.. also Samsung..typical big company dick moves
I bought a ROG monitor a few years ago for $600. After a year or 2 the monitor screen went black. There were 0 aftermarket repair parts so I sent it to ASUS. I was sent an Email saying the repair would cost $700. The monitor was selling brand new on Amazon for $550 at the time. My first and last ASUS product.
@@stevenmartin3656 That's why I don't get how so many people were persuaded to buy the PG32UCDM and soon PG32UCDP when you can get an LG 55 inch OLED C4 or G3 for the same price. The only differences - 120 Hz vs 240 Hz, Sound vs no Sound, no DSC vs DSC and turn on and off with remote vs without remote control.
Edit: so overall a clear superior experience (size matters) except the turning on/off and 120 Hz which you probably will not even see/feel a difference and if, it's minor. The 4090 does seldom exceed 120 Hz anyways.
Same here….past products have been good but this kind of behavior from customer support has made my decision.
I work for a private company who does contracted warranty repair work for various big name brands (HP/ASUS/Acer/Lenovo/LG/Dell/Apple/etc.). I don't know what ASUS's internal warranty repair staff do, but I might be able to comment on the reason that the repair detail sheet had so many (seemingly unrelated) faults on it.
Typically with these companies, their service center management programs are asinine and clunky (to say the least); in order to get parts from the company to repair a device, the part has to be marked against a specific fault which was found during diagnosis (the process would be the same for the inhouse warranty center, if they have one; they likely use third party contractors like me). I almost never get to just email the company and say "Hey, this and that are broken, please send these parts for me to repair the device". I instead have to log in to the repair portal, add all the problems that I found during the diagnosis phase, then select which parts are required to rectify the fault (or sometimes the specific parts are "preallocated" against a fault, so if I report "screen damaged", that would mean the company would automatically send me the screen and case assembly to repair the device, in this instance). I also *do not want* to repair a device, only to have the device still not work after replacing the parts I "ordered" to fix it. This results in delays, missed SLAs, and poor metrics for our company in the eyes of the manufacturer/vendor.
So, using the situation at hand with the device in this video, I would want to replace not just the left joystick, but also the IO board for the joystick (the problem could be with one of the ADC chips which tells the CPU the location of the joystick, one of the connectors for the flat flex cables, etc. etc.). Knowing that the left joystick had a fault, I'd also want to replace the right one, too, (it's almost certainly from the same batch and has seen the same amount of use, so it's worth replacing it now instead of causing another RMA case if it fails in the future). Then with the SD card fault, it could be a faulty SD card slot, but the issue could also be with the circuit on the mainboard, too. This slot is soldered directly to the mainboard, so it's not like a separate item which is easily replaced. It's simply cheaper and more cost effective to replace the entire mainboard, rather than to try and do a component level repair on the SD card slot itself (also, vendors almost never make components available to you for repair, the labour costs would be insane when compared to the cost of the entire mainboard). "Connector broken" is likely so that they can get/allocate the flat flex cable which goes between the two IO boards (connector could also mean any of the internal connectors, not just one of the external connectors). "Mechanical assembly problem" would likely just be a generic "fault" which allows you to then allocate miscellaneous parts (in this case the insulating mylar tape for one of the connectors/cables/or battery). "System noise" would also be a generic "fault", so that I could allocate new tape for one of the connectors/cables/battery/etc. "Gap abnormal" would be another generic "fault" that would be used to allocate one or more of the case components (RGB rings around the joysticks, buttons, screws, springs, etc).
All of this is to say that the repair technician likely diagnosed the fault, decided what parts needed replacing, then just added whatever "faults" were necessary to the repair job in order to get the parts they need from the company. It sounds insane (because it sort of is), but it's how these processes work in the background. This usually results in reports to the customer which look like this and can leave you scratching your head about all these "random" issues which seem to have magically appeared with your device.
As for the case damage, I agree that in this situation it is patently insane to reject an RMA because of such a minor dent on the case, however, I do run into situations like this (particularly with Apple). If there's any amount of CID on an Apple device (other than light wear marks on the screen or bezels from normal use), Apple will fight me on the repair. The issue I have is that if I repair a device with even minor CID on it, I risk Apple not paying my invoice for the repair, I will have to bear the cost of the parts, and I risk my status as an Apple Authorised Service Centre. I don't get to reject the repair because of CID, I just have to report it to Apple and let them decide what they want to do about it. Unfortunately this can result in situations like this one, where the company decides to be massive a-holes about it, and attempt to reject the RMA.
There's unfortunately not a lot of advice I can offer in situations like this, other than to clean the device with a dry cloth before you send it in for RMA (even a little bit of dirt can make minor damage look more prominent), and to push back. Clearly state that you do not care about any cosmetic issues with the device, and that you don't want them repaired unless they are covered by the warranty. Argue with them about the fact that the minor damage does not affect the function of the device, or that it has no bearing on the issue which it is being sent in for; and finally, play dumb. *Do not* admit to anything that they might be able to use against you. Don't tell them it fell off the bed and landed on a pillow, don't tell them that you dropped the device 6 months ago but it's been working fine since, don't say that you cleaned the screen with a wet rag, don't say that you left your device in your hot car, or that you don't use the factory charger, etc. Answer their questions with the minimum amount of detail that you possibly can, and remember, the problem *always* started during normal use of the device, and not following some event or other. You were just using it as per normal one day, then all of a sudden the joystick stopped working/the screen went black/it turned off/it got hot/etc.
Amazing comment, thanks for the insight and advice
Thank you.
This is why we need to support Right to Repair.
Thank you for taking the time to explain that. Very informative. 😊
I hope GN sees this!
My ROG Ally got RMAd twice. First unit had broken display backlight (bought it at launch). Immediately sent it back. Second unit SD card reader burned out after 6 months, which is a common problem (as you also mentioned). Warranty covered both times, but getting a replacement took a month both times. My third unit has been working fine so far. It’s a nice device when it works, but I can’t recommend it to anybody due to massive hassle with hardware reliability.
Also in Finland your purchase contract is with the store, not with the manufacturer. You bring the unit to the store and they will send it to warranty and handle the process. Some stores tell you that for faster process you might contact manufacturer directly. Never do that! Store has the responsibility. I don’t know how customer protection law is in US, but if it’s similar, then don’t sent the unit back yourself. Let the store handle the process.
Man ASUS have being doing this for AGES it's unbelievable how they can come up with this for so long. I could only ever count on the retail store 12 month warranty with their stuff. ASUS words or promises have absolutely no value.
"Thank you for choosing Asus!" in emails is like a slap in a face
RIP ASUS
kinda reminds me of System Shock 2 and the vending machines on that coffin-turned FTL-spaceship...horribly expensive and "thank you for choosing value-wrap!"
For those Who Dare (to buy ASUS)
$200 extortion penalty for what is basically a fingernail indentation - Steve should also report ASUS to his state's Attorney General of Consumer Protection and have them go after them as well.
Next time, we have to awaken the Force to avoid any "Use marks" on our products. Since using the product avoids the warranty it seems.
@@Golecom2 "This unit appears to have been removed from the packaging and used in multiple environments, which allows and encourages accidental physical damage to the outside of the unit, which can then cause damage inside that is not visible, and anything could happen really. So, unfortunately, this exposure to the elements voids your warranty on the device.
However, we can repair the device at your cost for the original MSRP price, plus a 20% assembly fee, to bring it back to working condition.
Would this be acceptable solution for you?"
@@kusucks991 And they "propose" this after they hold your property hostage.
opening a product should not void the varranty. when something is factory defect no matter how much you open it its still going to be a defect and obvious one at that.
so them claiming this is pure corporate greed and digusting practice as always.
such minor indentations can literally come just from disassembly by a company's support tech with specialized equipment and using proper procedures
and shipping can cause that even in original packaging
it's borderline fraudulent to even call that a defect worth rejecting a warranty claim over
I had a Rog laptop a few years ago that was a nightmare. Had to RMA it around 5 times and dealing with the repair center and customer service was a whole other nightmarish experience. Since then I have sworn off from ever buying anything Asus related.
My ROG Strix G17 needs a keyboard. Trying to source the parts myself as Im not confident asus wont fuck it up. However if I cant find a replacement I will have no other choice. Im fearing the worst.
"Gap abnormal" is going to be my usual excuse for everything f...d up at work now. Thanks!
ASUS is now blacklisted for me. They have “sus” in their name for a reason. Certainly a sus company.
best point
on here
Hella sus
@@Kokoryu874 HellAsus
They are certainly a-sus imposter in the computer realm
After watching this video I agree 100% SUS, and I can say I've gotten better customer service from random eBay, and Aliexpress sellers when something has gone wrong.
25 years ago, ASUS entirely shut down customer forums rather than deal with rapidly increasing levels of customer complaints about issues with their TNT2 video cards (coupled with being called out about gaslighting customers)
Good to see the attitudes haven't changed
Good to know that there are other people who have this thing called memory.
1999?
@@NewLifeFromTheWayofTruthYeah
Wow! If I could please ask, could you elaborate a bit more on this? TNT2 and other instances dating back 25 years! It feels outrageous to even hear that they shut down forums due to too many complaints.
@@CallMePaine It was pretty simple. As more and more people reported the same problems (stuttering, various other issues) and criticised Asus for not responding (their TNT2 cards were priced and marketed as a premium product above most of the compteition), the video card forum was simply removed and as complaints then spread to other forums, they were removed entirely, replaced with Asus announcements _only_
IIRC it was eventually worked out that they'd packed so much stuff onto the boards that the AGP slot couldn't feed enough power to keep the regulators happy, leading to homebrew mods to add direct feed from the PSU (although most people just dumped and moved to geforce)
As for "outrageous", this was standard practice in the 1990s for Taiwanese companies. As soon as bad news or public criticism happened they'd simply go into turtle mode. It's pretty much standard practice for Shenzhen companies today too
This isn't a unique thing. Japanese & Korean companies _were and are_ even worse to deal with and it's not uncommon for them to start firewalling emails from media or "annoying" users (ie, those asking difficult questions)
Also about the same time (20 years ago), gpl-violations started taking legal action against Taiwanese companies and ran into similar issues - Harold prevailed in court every single time despite this and forced hands by using those court decisions to block EU imports of offending items. Unfortunately corporate memories are "short" to put it politely and obstructionism is still common
Had similar issues trying to get a video card fixed. Asus claimed only one year of warranty even though receipt and every other source said 3 years.
I had a similar issue with EVGA. My 1070's VRM blew (A known issue) and they claimed water damage and shipped it back to me disassembled and missing screws. I posted on reddit and a rep said they would take care of me. Everyone jumped in talking about how awesome EVGA is and how quick the rep stepped in. No response from the rep for 3 days then DMed me saying he couldn't help.
At this point I'm gonna start taking full video's of devices as I pack them up for RMA so I have proof these companies have zero interest in helping us.
This is a 3rd party company named Chem USA that Asus contracts for warranty fullfilment. Asus essentially grants them the ability to decide if the issue is covered under warranty or not.
I do warranty repairs for a few companies at a 3rd party company. If we complete a repair out of warranty, we get paid, NOT the Manufacturer. Warranty repairs pay about half as much as normal invoiced repairs. So it's pretty clear this company is trying to deny the warranty so they can invoice the bill for themselves.
To be clear though its still Asus's responsibility.
I would like to find out what other company contracts Chem USA for warranty, and see if the experience is similar. Also, the language on their website is not great, lots of misspellings.
Fault lies with Asus for contracting its work out to a scammer.
This is like the kind of scummy bullshit that should cost them money instead of save them money as is evident by this investigation.
This is interesting information. Great to know. I should add this as one of consideration from which brand to buy a new laptop from.
Doesnt matter , ASUS BOD should be aware of these practices becasue its affecting their reputation. Or do thsy not care?
I'm going to keep donating and buying things from GN exactly because of videos like this.
I'm never buying or recommended anything ASUS ever again. On top of the bad service and overcharged, asking users to write their OS password in plain text on paper that you send via mail is abysmally bad security, I can't believe, at a multi-million dollar company, someone looked and approved that form. At best this is utterly incompetent, at worst this is outright malicious, on purpose.
Thank you for the huge donation and for your support! Hopefully ASUS sees the pressure and changes. It might need a shakeup internally too.
This is disgusting behavior. I 100% agree with @ZenonSethG here. Thanks for your work @GamersNexus ❤
"multi-million dollar company": 2022 revenue according to wikipedia was ~16 *billion* USD.
They're a scam company. I bought a laptop from them years ago that I chose over an almost identically spec'ed Acer that cost $50 less, because the Asus came with an accidental damage warranty. About 3-4 months into ownership, it fell and cracked the screen. Over the next few weeks, Asus reps did everything they could to deny my claim. I went as far as filing a BBB complaint to which they responded that would accept responsibility and the BBB, in turn, closed the complaint. And after that, no Asus reps ever responded to me again. I have not bought or even used anything Asus branded since then (around 2009 or 10) and take any opportunity I can to warn people away from such a garbage company. It's sad, too, because they usually engineer stuff pretty well. But if their post-purchase customer service is going to be so poor, it really doesn't matter. It's such a disrespect to all the good people who do good work that they would allow the public-facing side to be so utterly reprehensible.
Never had an issue with them in the UK, they replaced my laptop twice and renewed the warranty, also repaired my keyboard for free, all three times they sent a courier to my house to pick it up also for free. I don't know if this is an area issue though.
As an IT advisor for a little over 200 companies in the Tampa area, I always tell my clientele to avoid the first iteration of an electronic product. Now I have to tell them to avoid yet another entire brand of products.
Regarding home appliances I just heard the opposite. Contractor was installing a new microwave and said you can bet they cut material costs after an initial launch earns praise. Just noticed the newer versions of the same model pickle ball paddle I own is significantly worse in quality than mine, too. I'm sure various industries are more prone to "testing in production" and fully agree w your statement.
@@WiFilia apple does that, just look at the vr headset they launched
Razer launched their blade series and their chargers for a LOT of iterations had problems where they would just catch fire, happened to me a couple weeks ago, couldn't believe so many people had this problem too
@@WiFilia That was also the case for some SSD drives where it turned out the company (i cant remember the name) changed out inside components but left the original model name. It was misleading because initial benchmarks were very good, but cheaper revision that was sold 2 years later had horrible performance.
@WiFilia just because I advise against buying the first iteration of something doesnt mean I also advise that they buy the following iterations.
I sent in mine for repair simple joystick issue. turns out a little connector just below the SD card was unplugged. Asus tried to charge me £700 for motherboard repair. They claimed I had repasted the APU and paste was present on the motherboard which had in turn damaged the board. I rejected the quote and they charged me £45 to send my ally back. I posted this on the Asus Rog Ally Reddit and got hate for it with my post being bombarded by "fanboy" comments and eventually taken down by a moderator. Good this video has come to light.
Every company has these "fanboy" crowds and people seem to not listen advices of not fully committing to one company. Every brand makes mistakes.
I fucking hate company Fanboys I don't understand why they put effort into defending these Mega corporations. they are literally just a human on this planet they have one life and they're going to waste that life defending a corporation that wouldn't hesitate to sell them for $5 on the black market if they could legally get away with it.
Dude I sent a laptop for a second time to them, and they broke one of its hinges and then tried to charge me $400 to fix it. NEVER BUY FROM ASUS
@@lenscapes2755 I'm pretty sure I can count on one hand the number of tech company that has good to amazing customer support & RMA. 😅
At this point it's a matter of documenting what you get & having good customer laws in your country.
@@lenscapes2755 its probably bots lmfao
A few years ago I bought a MSI notebook.
After one year a hinge was broken
After RMA process, i got it back, repaird - but the display had tonns of green pixle errors
alright, next RMA - i got it back with a bearing damage ... ratata-ratata-ratata
3x RMA, 3x i recieved it with a different damaged ...
luckily the vendor offered to exchange it with a notebook of choice (similar price tag)
Had this same issue with MSI years ago. Sad to see Asus go this route.
That's why Jayztwocents said "FU*K YOU, ASUS!" and no longer works with ASUS...
except when he did his recent video on how you can waste money, the expensive motherboard was an Asus, I think.
@@nagranoth_ It might have been from his stock of pc parts and just grabbed an asus motherboard
I don’t know about that Video but another one that I watched he used one too and explained he has it here and it’s the only one that has a certain Function or something. Maybe a similar Situation. But he canceled his Sponsor Dealss with them.
@@kennyd7667 Likely. He had worked with them and correlated partners, so plenty of props from ASUS.
Not to mention related "partners" only sending an ASUS model for reviewing after his call out and not other brand or something more "founderly". So other companies partnering with ASUS seems to be as sketchy.
The actual reason was the horrible communication with the marketing department.
The am5 fiasco was the nail in the coffin
I complete 10 builds a year and will never use a single asus product again based off this information. Thanks Steve.❤
ASUS is going down. Fuck 'em.
In my experience, it's Asus and Acer, avoid them both. They have "bargains" but if you ever need warranty repair and have already exhausted your 14-day return period (because they sent you a defective item a second time for example), be prepared for a world of frustration while they waste your time trying to make you quit.
Imagine being so braindead that you trust one guys opinion of a product. Lol
I do less builds than you, but advise many on what to use. Ongoing support is a big driver now.
Like cars, brands mean f all, just got to meet budget and do the job.
Oh and not stop because of a scratch.
Which products will you use then? Or, in other words, are there companies that don't do that?
I am living in Europe (perhaps my luck?), and if a company ever does such a thing to me, I will sue them (but I do work at a court, so I feel confident enough) and I will indeed report them to the appropriate governmental agencies.
Thank you for doing real journalism. Been so long I forgot what it looks like.
If you were to use an electron microscope to view the molecular structure of the outer casing of the unit, you may possibly find additional damage. They should have went deeper into what was causing the microscopic structural damage, and not focus on the actual faulty parts.
hahaha. "We've found evidence that the atoms are damaged and may even split."
I hate it when my devices randomly errupt in a thermonuclear fireball@@GamersNexus
@@GamersNexusonly a few companies could come up with spontaneous nuclear fission as a reason why they cannot repair a broken device 😂
I worked at a large online retailer. I sat in our direct technical customer support. Most, if not all ASUS RMA’s would be come back with notices of CID. Scratches, “too much dust”/dirty product, liquid damage, even assuming customer shaking the product too much…
We changed our procedure to photograph all CPU sockets, ports, PCB’s of ASUS products, before forwarding, simply to help our customers from unfair practices.
No doubt, it created a ton of headaches for you guys as well, so that's your incentive to take those extra steps. Understandable and highly respectable.
lol that was my exact thoughts on how to prevent those scams prior to reading ur comment
@@larzblast Of course this was the first concern from the higher-ups.
If we hadn’t documented any damages before shipping it further, the liability was ours.
From my perspective, it was just nice to be able to actually help and protect our customers, now that we got the extra time allowed per case.
But ASUS was notorious for finding the smallest dings and some even with more damage than was sent in. It really did seem like a giant scam from ASUS side.
We had so many beefs with their RMA department.
There is a simple fix for this large retailers, stop stocking the parts and tell the vendor to shove it.
@@affieuk Most online retailers aren’t stocking most parts anymore. They advertise whatever suppliers have in stock, then they either sell directly or repack and ship at their own warehouse.
Essentially, most of the catalogue is actually not specifically put for sale, but comes from a database the supplier announces to their customers (retailers).
I had an Asus GeForce 970 that stopped working after 3-4 weeks. Fortunately the reseller store tested the card, with their own equipment, and confirmed it wasnt working anymore and I was given a new one. This was done in a few days.
Asus deserves this. They sent me a flakey 1080 when I RMA’d a 1080 Strix that was displaying snow artifacts.