Sad cuz this I a legit thing when doing a long assemble process. For free diagnostics, if customers refuse fix. I will let them decide between a small reassemble fee, or returned disassembled.
I 'm from Taiwan, where ASUS is founded. "ASUS scam the customers" is not so surprised here, they already have bad reputations. I'm just shocked they done this globally 🤣
I have an acquaintance who works at ASUS in the repairs department that handles these RMAs and yes, they not only have KPI's but they get wage bonuses if they exceed their quotas.
You know whats funny. I bought a Blue Yeti microphone and after about 6 months of use the power connector was having major issues. I contacted Blue through their warranty RMA. They emailed me back within a week and said after reviewing my RMA request they would send me a replacement. They sent me a whole new product. A $100 mic and they were like "yeah just give him a new one, we messed up". THAT is called taking accountability.
@@mattandrews2594 To further your point, that $100 microphone replacement and pleasant customer service experience earned them a lifetime of praise and product recommendations from me.
That's because Blue Yeti microphones actual production cost and quality is equivalent to a 20 dollar USB microphone from aliexpress, so pretty much postage is more expensive than than telling chinese labour slaves to make an extra one today.
Lmao the start "Pay 200 or we may not send the device in parts" this is like some sort of Cartel "Give us 2 million or we may or may not mail your son/daughter in a briefcase"
Took my laptop to a local tech repair store because the wireless adapter that was built-in had stopped working. The dude said it started working when he turned it on, ran a diagnostic, and didn't charge me a dime after he confirmed it was working.
It's not only Asus. I worked for a licensed mobile repair company (Samsung, Apple, Huawei) and I stopped counting how many times my boss scolded me for being too "nice" with customers.
Pretty much every revenue oriented workplace, i got scolded way to many times for telling the customer, that they can get a discount if they reach a specific order price, which would result in less money spent overall. My boss didnt care if the costumer returns or not, its all about the immediate profit. Needless to say hes bankrupt now
That's something I never understood. What's the problem with acting nice to customers. Even NARCISSISTS and hardcore sociopaths pretend to act nice. It's manipulation 101!
Reminds me of early 2000s Asus; they have always been trash. The motherboard I bought in like 2005 had to be RMA'd and I hated the process so much that I avoided them until like 2020. The motherboard I bought in 2020 died like 3 days outside of warranty expiration. Never again.
My Samsung Note phone battery was dead in only 1 year, I went to their CS and request to replace the battery... They called me a day later said that the motherboard was broken and they asked me to pay a price higher than the secondary price of that phone. I argued that I never ever opened that phone nor do anything harm. But because I need the data, I paid the cost... And something strange happened, they asked to keep the "broken motherboard" for themself... I was tired to argue and said yes... I believe they never changed the motherboard... And guess what... the battery was dead again in a month... I had enough and never looked back for anything from Korea, not only their phones!!! My brother was asking me about buying a new Hyundai car a month later, and I said NO! He listened and bought a Suzuki instead. That's what u got for scamming someone!!!
ASUS has started on support calls, telling users to update the UEFI/BIOS to fix known issues, then telling them "you just modified your product...no warranty for you!"
@@mramisuzuki6962May not be the case If it has eFuses. Apart from that, the comment points to another Asus fail in which the warranty for MBs could be denied IF THE FIRMWARE WAS UPDATED. As crazy as it sounds.... 46:04
In college, I bought an Asus laptop. It had a 1-year warranty. One month before the warranty ended, it completely stopped working. It shut off and I could not get it to turn back on. I sent it in and got it back 3-4 weeks later. It still would not turn on and they refused to take it again because my warranty ran out by then.
They never even touched it they just left it in there factory, forgot they had it and said "fuck fixing it it's already passed the warranty date" and sent it right back to you💀
@@lynnrandall5150 i seriously doubt it more likely they saw he only had a month left on the warranty left it to sit there and only sent it back when they were positive the warranty would expire
Will share a Asus repair story from the Philippines. I worked as a sales-tech for a PC store for about 6 months. It started out as a Mom & Pop store but it grew to have branches through out the country. Anyways, we exchanged customer service horror stories. So I heard a Asus story from one of our senior managers. Customer buys Asus gaming Laptop with a bunch of freebies. Week later customer comes back Screen is black. Months later it came back "Fixed". When starting it up in store, the screen was still black. Months later it came back again "fixed", testing in store shows screen lights up and works, but the key board is bricked. Half a month later, Asus repair gave up and authorized replacement. The model was phased out months ago so the store can't replace it. Asus authorised trade up. The laptop customer chose was not in some promo so customer is required to return the freebies in order for Asus to release the trade up laptop. Customer agrees. Whoever that dude was had the patience of a saint.
@@Gersemi_Trader yeah I did too. Was supposed to get like 100€ back. After a few months I started wondering where my cashback was I did some reading on the terms of the cashback and if I remember correctly there was a line which basically said that if they haven't yet sent the money back yet and I haven't contacted support in a certain time period I would no longer get the money. So basically they where banking on me forgetting about the cashback so they wouldn't have to send it to me unless I contacted them about it :DD
@@VentusXtm Just to add that updating the terms of the warranty doesn't apply retroactively period. If you've taken out warranty, or had an issue where your warranty was void, prior to any updated terms... ASUS is s*** outta luck.
like 10,15 yrs ago i had a maxton hdd 60gb iirc. It broke after like 6 years and was out of the warranty. They said that its out of warranty but would replace it anyway since they care. They then got me a 80gb hdd which was not unsinificant back in the days. I liked that move alot.
I work in electronics manufacturing, and work on Debugging units from time to time. The idea that a company would fix a unit sent back for warranty, then send it back to the customer un-assembled, is fucking hilarious.
@@NappyRBever since I made the mistake of getting an Asus tablet in the early 2010's, I have referred to them, and shall continue to refer to them as, Anus, especially because the S's in their logo on products, looks like a sideways N.
Just take old yeller out back and put her down yourself. That way you know at least it was indeed customer induced lol I went from an Asus to a Dell 32" 4k 144hz that is honestly phenomenal and such better quality than the asus and cheaper too. Open boxed microcenter for the win
This didn't always use to be this way. I bought an expensive ViewSonic 29" Trinitron style CRT back in 1999. Several years later the display cut out on it. They offered to fix it for free. The only catch is that they weren't going to pay shipping. Mind you the monitor weighed like 80lbs. I just needed to drive from Augusta to Atlanta to their office and a couple weeks later pick it up. It only cost me the cost of gas.
As a Repair Technician, I can confirm that some places absolutely want you to get quantitu over quality. They dont give a shit about the customer, just their numbers. I couldnt keep doing it so I found a place that prefers quality, and now I work on maybe 4 things a day. Being able to work on something for multiple hours makes sure that anything I repair is ACTUALLY repaired!
Yalls jobs hiring? Asking for a friend. I had to get out of the repair gig, found myself back at help desk... still fixing things, just not hands on. I have to be able to explain how to fix things, and I've got social anxiety
Hey boss, it seems that no one cares about the dents that i fix :/ seems like they only care about the actual problem they sent it in for :/ why doesnt anyone want their dents fixed boss? :/ - Asus Tech Repair Agent
As a repair/service department manager, I can confirm most places seek to spend as little as possible on the repairs/service department. Instead, opting to give the big bucks to the sales and marketing teams. This is because while a repair department is almost always mandatory to have, it is only used as a tool to get new customers in the door (to sell too) and not seen as a profitable portion of the business. Customer satisfaction is only important if they leave a bad review, and creating life long customers aren't the goal when there are millions of new customers that haven't yet come in. Any profits from repairs are often cannibalized in an attempt to sell the customer some "premium warranty" which in turn only serves to get the customer to have to return. This has the consequence of decreasing the revenue of the service department and making the sales department more money. Thus further solidifying the idea that repairs aren't profitable and paying technicians more, wouldn't increase profits. Technicians are often understaffed, underpaid, and overworked (having to do other team members' jobs). New technicians are often thown into repairs with little to no training. All these things are making it harder and harder to find good help. And who can blame them? If you wanna make money with little to no work, get a sales job. If you want to be the most relied on individual and still the least payed, become a technician.
As long as Gabe is alive and the sole owner of Valve corp it probably won't change either. thats the difference between private and publicly traded companies
Imagine if you send your car for flat tire, and they came back saying you need to replace the whole body panel because there is microscopic scratch on the skirt 😂😂
Guess people need to start taking 4K close-up photos from every angle of the product they are sending, together with a note that says "I have taken high resolution photos of the product and have confirmed there are no scratches and dinks. If you claim there is user damage on the product and tell me to pay extra, I will pursue legal action for attempted scam". and package it super-well so there's no possible way for it to be damaged on the way to the repairshop.
Just don't pry open the case and remove internal components like GN did. Or if you do, you should probably mention that on the form. Not, "joystick don't work good...derp...derp"
@@SansAppellation Apparently you didn't watch GN video. ASUS made it clear to send password or remove the SSD. Are the supposed to use transporter technology to remove it. derp derp
This is common among all electronics when the manufacturers subcontracted to 3rd party repairers: they tend to exaggerate (or even lied) the problems in warranty claims and tried to con money from the owners. I have similar experience with my folding phones with Samsung customer services when they demand me to pay $400 USD to replace the whole main board when there were dead pixels. I urged to lodge a complaint to consumer tribunal, they approved all the repairs without any charge. The most scary point is, their KPIs are measured monetary...
Having a similar issue on my fold 5 right now. Sent in for and outer screen issue covered under warranty and being charged full price for an inner screen and inner screen bezel replacement because according to the tech the rubber stoppers on the inner bezzel are worn out. Completely unrelated to the claim. Its a 6 month old 2 thousand dollar phone but they just have to try to extort any additional money they can, without any shame whatsoever.
I am currently fighting with ASUS to fix a motherboard that I RECIEVED broken. They want me to pay for repairing it even though it is still covered by warranty. And when I told them that was not going to happen because it wasn't my fault, they just throw a different 'representative' at you who repeats the same drivel. Edit: They say that NO pin related issues are covered by warranty. What a joke of a company.
Keep sending, catalog it all, take it to legal. In fact, showing them the evidence and just threatening (as they are) a lawsuit is fair game. It's time the public do their due diligence and commit 100%, instead of whining like bishbois doing actually nothing but complaining on the interwebs
Asmon is missing the point - these things happen for three reasons: 1. Actual repairs are costly for the manufacturer. 2. Why properly repair when you can just charge more money through blackmail or sabotage 3. If they are outsourcing repairs, the partner has an incentive to report as few repairs as possible cause again - less repairs is less money spent. If it's not outsourced, then it's the worker trying not to get fired for high repair counts.
I own an OG Steam Deck, had JUST finished doing a case swap to the clear shell when that came out.. a week before the OLED SD was released. Since then, I've been really considering a Rog Ally as my next upgrade. I will no longer consider Asus for any product in the future, ever.
Nexus's video reminded me to get the oled's hall effect sticks that came out recently so that'll be nice to have in my steam deck. I had the OG launch steam deck and sold it to pay towards my now OLED steam deck I have not and will never consider any asus device as something I'll get.
@@nathanjuan6042 Of course there's going to be a really vocal, negative review minority here. It's the same as Reddit, FB, etc. I would just rather not chance it at this point. Inflation is wild, we all deal with plenty of other PC parts, consoles, phones, RGB lights, Smart home integrations, whatever.. that just DON'T meet our expectations in one way or another. Asus is kind of problematic across the board, with GPU, mobo, the Ally, it's just exhausting.
@@ZACRiFiCE_ Just buy what you want the end of the day its your money if you think your satisfied with the deck then stick with it. I'm just saying based on my experience of owning Ally. My brother in law bought ally as well and we both never experience any problems. Honestly I don't know why you need to upgrade if you already have a deck. Is it because your not satisfied with it?
Soon videos like this won’t be allowed. The internet is the best place to highlight this and they are gonna make some b.s like no more downvotes. They already tried it with “negative reviews hurt companies” but this is the best place to air this out
dosent have to be that way, theres deep web if it gose raelly south, theres bit chute theres oddysee but peaople are victems of confort and dont want to deal with the less supported but free sites, but we delt with youtube when it was WORSE than oddysee or bitchute.
I live in Taiwan and work in Tech. Most of the people I know that are in my circle don't buy Asus. Their products have rad design but the quality of the sourced parts and warranty/repair support leaves a lot to be desired. The sourced parts comment came from an acquaintance that used to work for Asus. Tech related forums in TW also has quite a few complaints regarding Asus repair and warranty to the point they coined the term "You'll unlock Zhao Yun's mission sooner or later". A jab at Asus' support quality where they send items with issues for repair multiple times without it ever getting fixed. It's a reference to the Three Kingdoms (Think Dynasty Warriors) general Zhao Yun where he had to charge back into the enemy formations a total of 7 times to save some important people.
Had this happen to me when I bought a new motherboard. Some of the CPU slot connectors were damaged so I sent it back. And even though it was otherwise perfectly fine, when it arrived at their place "suddenly" one of the RAM clamps was broken as well. Which they blamed on me of course. "Well we don't know if you damaged it yourself so no refunds." "But I didn't. I had a reputable computer shop install it for me (whom have in the past eaten the cost for a replacement if they damaged anything) and they said it was damaged right out of the box." "Well we don't know if they damaged it either, so still no refund." Like wtf? Do it yourself, no refunds. Let pros do it, no refunds. And of course they themselves don't offer any service to install stuff. I decided to never buy from them again.
My first laptop was Asus. Used it for less than a year before it bricked and wouldn't turn on. Sent it in for a warranty claim. Asus comes back with an invoice for $500 claiming I wasn't covered. Okayyy, super sus but fuck you send my shit back. I never got shipping confirmation from them. Email chains for weeks. I finally call in and am told they lost my laptop. Not that they shipped it, provided tracking, and that it was lost in transit, but that they simply cannot find it to ship it to me. $1300 laptop stolen and lost because I refused to be extorted. Fuck Asus. Never again. Not a prebuilt nor a component.
I said this on the Gamers Nexus video, but Valve's RMA process is a lot less stressful. They will send you 3 replacement units and repair your steam deck for free, no questions asked. They will give you a repair for free out of your warranty. This is why I bought a Steam Deck OLED over a ROG Ally. The company behind the Steam Deck actually cares about its customers.
If i wanted a handheld PC id be getting a SteamDeck. They replaced my steam remote controller 4 times, once a week after warranty because of issues with the trackpad for the mouse.
The Valve support is legendary. I bought a steam deck and the royal mail lost (stole) it. They no questions sent a second, it never arrived. So they again sent a third! The third unit arrived safely, and a month later a seriously battered box arrived containing the second one. They never even so much as questioned my support queries.
i believe free repairs after waranty if the tech dont suspect client abuse i worked in a place like that there was free repairs if the tech tell the manager that its not the client fault
The only time I've heard a bad thing about Valve handling steam deck RMA's, it was followed up immediately with a walk back. They honor the warranty and give excellent support. Remember the screaming fans? You could just get a whole new unit if you didn't like the pitch of the fan noise
Well i have worked with repair there is indeed a "preformence" chart one can say that effects what you can "repair" for a profit for the outsourced company doing the "repair". Hade also coworkers working for ASUS direcly... we can say ther is more to it then what the outside see has well. XD
Sounds familiar. Previous laptop was an ASUS laptop. Sent it in for repairs 2x. 2nd time it came back, it came back unrepaired + extra damage. Sued them, they gave in immediately.
This is literally illegal. The magnuson-moss warranty act would side with the customer every time and give them lawyers fees. The problem is it's a US federal law, which means you can't go to small claims court, you have to go to real court. The US court system is full enough as it is. If you bring a case into court that is worth less than 10k you will just piss off the judge.
I had a super similar experience with ASUS repair for my ASUS laptop, they used all these same bs excuses to hike up the repair price and threaten to send it back in pieces. It ended up being cheaper to get a new more powerful laptop, but unfortunately it's also ASUS, if I knew this hadn't been just a one off thing with my computer and that they were actually this malicious, I would have gone for a different brand the second time... RIP
I work as a cable tech, and I can say that the score cards we have rewards those who just play the system and fix nothing. had one guy cause an outage for 3 towns and have a perfect score card. and another guy who replaced everything and rewired whole houses have a shity score card, shafting him out of his bonus (he quit).
Anyone who’s ever worked in the tech world knows those who meet metrics are always the worst to the bottom line. I used to do that work and I had a boss upset I never met metrics but customers loved me because when I fixed it, they knew what broke, and the issue wasn’t coming back at least for some time. He put me on a performance improvement so I started playing the game and looking for a new job. When I found a new one, he asked how I improved my numbers so much. He was disgusted that I had been writing off tons of parts to keep off the books, refusing to open tickets on purpose, and about 3 out of 4 things I said to him were lies. He went on to search through everyone’s stock, cracked down on not opening tickets, and monitored everyone like a hawk. His numbers plummeted over the year so they fired him, lol.
The both of you sound like chronic liars and are making up stories that never happened to make yourself feel better on the Internet, or you are so deep into self deception that you actually got yourself to believe what you have said.
@@ArkticDark Good thing I don’t care about that opinion. Guess I’m just going to go on living in my delusion that KPI metrics are made by bean counters and technicians just lie to make up the difference.
@@O.Badluck nah I sound like a tech that knows what he is talking about and have been around bad techs that lie to make themselves feel better. When a man is telling you a story like the one you are telling, they never tell you the truth and make themselves look like the good guy or the hero of the victim, they never tell you about the integrity check they failed and why they actually deserve to be in trouble or whatever it might be. Whether you can sweet talk a customer into giving you a good survey is different from doing the job right to the point that you don't get repeats on your jobs very often. Maybe you didn't want to go up that pole that day and made some justification for yourself, but somebody else had to go behind you to replace that drop and I bet their repeat rate is in the high 90% consistently. Or you didn't get your raise or bonus because you got caught being unsafe and got written up so you weren't eligible for that raise at that time. Or maybe you are known for having a bad attitude and they don't accept your applications into leadership? I have seen these dudes, I have worked around these types of dudes and you sound like them.
KPIs are an interesting problem. Because KPIs are designed to resolve the problem of negligent and incompetent employees. However, as Asmondgold stated, the introduction of KPIs turns the job into a game where employees are incentivised to get a high score. This ultimately increases the performance of the bad employees but it also decreases the performance of the good employees. Most businesses understand and accept this phenomenon as it results in an improvement in their worse possible outcome at the expense of their best possible outcome.
I think KPI's should be handled with restraint, perhaps be replaced with targets rather than simple indicators. As long as your employee hits an acceptable rate, you don't bring this shit up. Don't even tell them this shit gets logged.
This thing and these KPI-metrics. My wife worked on a elderly care unit and it was bought by a bigger company while she was on maternity leave. (Never returend there) His foreman was pretty much pressured out and was replaced by one from the company. The unit got pretty rediculous KPI-metrics and the foreman was ordered to do what ever it takes. During a year or maternity leave she had 5 different foremans. When her maternity leave finished, she looked for other work.
Even fast food chains have audits called "secret/mystery shoppers". I used to work for a company as an "independent contractor" that specialized in those kinds of audits. I secret shopped anything from best buy to a local car dealership.
I live in a state that has an Implied Warranty Law for everything you buy. My wife's galaxy after two years had the antenna short out, the manufacturer and cell phone retailer would not warranty it and kept saying it's the others problem. After like 6 weeks we just sent all the emails and phone calls time stamps to the Business bureau. A day later we got a call from the retailer and asked us what color phone do you want. The morale of this story is if you know you're in the right contact the business bureau. Most companies know when they are wrong and will not want to go to court of any kind because they know they will loose and spend more money then just repairing/replacing the defective item.
I second this. I went back and forth with Lenovo because they couldn't fix my laptop (under warranty) and when I sent it in a second time, I heard nothing for 3 weeks. 1-2 days after complaining to the business bureau, I received an email offering to return the laptop repaired or be refunded. I opted to be refunded and got the money back within a week. 1 month later, I received the (unrepaired) laptop in the mail. I guess it didn't get communicated properly, but no one ever reached out and I still got my money back.
@@wompastompa3692 IWoM is not a law. It is a merely an implied "this item will do what it is intended to do at the moment of being sold." The Magnuson law, which is mentioned in the video, is the law that covers warranties.
The business bureau? You're kidding, right? That's a private company that doesn't do anything, nor do they have the power to do anything. It's just a review website. It's not the government lol
I work in product development. Sometimes, a customer reports an issue that can’t be reproduced by the manufacturing team, leading them to say: "It’s not a design problem; it’s an isolated case.” However, if these issues continue to occur, we need to rethink the design, even if we don’t fully understand the cause. It can be frustrating, but the approach is to formulate hypotheses, conduct tests, and move forward. They don’t initiate a recall because they don’t know the real reason and don’t have enough cases to justify it, so they accept the risk.
Goodbye Asus, haven't had this issue myself, as I've never had to ask for warranty repairs, but knowing that could be me, I'm not touching their PC parts or peripherals again.
HP did the same shit to me. I sent my laptop on because it kept freezing and saying "boot device not found please install an operating system on your hard disk". HP not only DIDN'T diagnose why it was doing that, they sent me two pictured of issues they "found" and asked for like $500 to fix them. Both issues had nothing to do with the problem I was having mind you. They even went as far as NOT telling me my computer had even arrived at their repair center until my warrenty expired, bunch of crooks.
You have to give them a chance to fix it. If they pivot and fix it and do a better job, they can be redeemed. There is a chance, they don’t know it’s this bad. But if they keep this shit up. 👎
@@zzygyy there is atleast 1 alternative for literally every product they sell, lol. do you think they have a monopoly or something ? people like you are the reason why asus gets away with this
I had an ASUS laptop that had a graphics card failure within 6 months of the purchase. It went into warranty but it took 3 entire months to get a replacement. That was during summer when I didn't have school so obviously I would've loved to play games but I couldn't play anything for the entire summer because the warranty replacement took so long.
While true, it's misleading to suggest 3rd parties are the problem. The problem here is ASUS is incentivizing their 3rd party to do this. Likely they're paying the 3rd party of % of out of warranty repair fees or they're paying them to maintain a low % of in warranty repairs. When you sent bad targets for your 3rd party contractors, you're going to get bad behavior to meet those targets.
The worst part about this is that the technician and all the people that sent the emails to GN will be the people to get fired, before Asus will even take a look at their systematic issues. I work in customer service and anytime there is a problem, the person that did the mistake gets axed first regardless of whether the system directly or indirectly led to the mistake.
Anti repair and scamming has become basic business practice for most tech companies on top of trying their best to kill repair shops. I mean apple claims they work to minimize e waste while making it so a device cant be repaired or costs as much or more for the parts to repair it.
Sadly you are right this also applies in construction i work on new homes and if the customer had someone else touch our work then we are told it voids warranty and to write it off as their problem and charge them
I mean what's the pettiest thing that could void warranty? Like hanging pictures? Changing an outlet cover to a multi outlet with USB cover or the ones where it has a little trip switch built in? What's the smallest most likely thing someone can do that screws them over?
@@makaisenkithings covered by home builder warranty. So no, because obviously a construction company does not warranty your outlet plates or holes you make in your drywall.
@makaisenki weirdly enough it does cover stuff like grass and drainage , so if the lawn goes bad due to something you have a limited time to get grass seed etc etc from the builders. a fence line if included with a sticky door but homeowner screws new holes without pressure treating . you would have to use your imagination for sure.
I had a summer job during high school where I was a 'support' technician. All I did was ask one question; "Did you turn it on and off again?" If they answered no, guide them to do so - 90% of problems are fixed. The last 10% were the techy masters trying to speak about motherboard chipset problems, where I diverted the call to actual technicians. In short, I was a living filter for tech issues for a summer. It was pretty interesting for a week, then it got ridiculously repetetive.
Summer after that I worked at a car repair shop where I was the guy checking for typical faults and asking the customers if they want them fixed together. For example, guy comes in with broken headlights. I then check oils, filters, piping and electronics as the boss man chats with the customer and chime in with a; "Want to fix X/Y/Z while we're at it? It's a cheap fix and won't take much longer." - This shit takes absolutely a lot longer, terribly expensive, yet over 80% answered 'Sure, sounds good'. Boss man always gave a subtle thumbs up whenever the scheme succeded, lol
02:02 I worked for Samsung repair center a few years back, usually when there is a scrach like these in the hardware indicates that the costumer opened (or at least atempted to) the sistem by himself or by some unauthorized repair center. I know its a very small scrach but its clearly a waranty void. (you aren't supposed to open that shit.) Now, saying thats the console has falures without proof (image) on the report to charge more money and if you deny to pay the service they just send you the console opened/unassembled or just like that threatened to send it like that, it would be an easy lawsuit case (at least here on Brazil, i dont know how consumer rights works for you guys there)
In my country you technically have a purchase contract with the vendor (Micro Center for example) and not the manufacturer (ASUS) with a 2 year warranty by law, with the caveat that after 6 month you have to prove you are not responsible for the damage yourself. Within those 2 years you can demand free repair as long as it's not your fault it's broken or replacement from the vendor. With electronics however it is common for Micro Center to always tell you to contact ASUS, but technically the vendor is still on the hook. I imagine it's similar in the US, how can it be the all the vendors don't pressure bad actors like ASUS into complying with the law and honoring warranty? You as the consumer don't have a contract with ASUS, your contract is wherever you bought the item, all of their policies and rules don't mean jack. If ASUS is giving you the runaround tell whatever shop you bought your thing from and remind them that they are who sold you the item and took your money, and a purchase contract was formed. Is that just not possible under US law?
Similar in the EU, except there is a minimum of 2 years worth of warranty with 12 months of a feel good, no questions asked policy. After 12 months the customer has to reasonably prove the defect was already there from the beginning. And basically every shop here in Germany will work with you to take care of the problem. I never had any shop tell me to turn to the manufacturer, ever. Though that doesn't mean you can't bypass the seller at your discretion and try and contact the manufacturer anyway. For example, I contacted Seagate once about getting a couple of HDDs exchanged because i needed a specific model number from a specific batch with a specific firmware version. Or if you buy directly from the manufacturer obviously.
The US has effectively nonexistent consumer protection laws. Even those that do exist vary from state to state and whether or not your State Attorney General enforces any existing laws is entirely dependent on the political administration in power.
My Astro headset broke (early 2023), I thought that I'd be in for a struggle presuming they'd claim it was through mistreatment or whatever... I sent an email with an attached a photo; they asked for the serial numbers and a copy of the receipt, I sent what they asked for; They then asked for my address, I sent them my address and the following day I had a new headset arrive. Less than 72hrs from the first email to the knock on my door.
@@dardanm3544Just out of the video card business. Mostly due to Nvidia strong arming them and other 3rd party board makers. Nothing to do with returns
The thing is it's worded in such a way to confuse the customer into thinking that if they don't pay for the optional repairs that the warranty repairs won't be covered. It's worded in a way that doesn't outright reject the warranty claim and by putting the time limit on the optional repairs it doesn't give the customer enough time to research to dispute. It reads as intentional company policy to draft as many optional repairs as possible on warranty claims and make them sound like they're mandatory in order to receive your product back in working order. It goes beyond a metrics driven model and into scam because it looks like they are trying to off set the cost of their mistake by tricking the customer into paying for it.
It’s under warranty and they failed to make a warranty repair. Then chose to try and force you to pay for unnecessary repairs. There is no way to not choose the payment option and go through with the warranty repair only.
@@johnlinks I've only ever replaced the Switch's Joy Cons' analog sticks myself, which is not exactly user-friendly due to small parts (seriously, I hate the tiny screws so much! XD) but it's doable and lots of people do the replacement themselves. I don't have a Steam Deck but I've looked up analog replacement guide for my friend who wanted to fix the drift and replace it with a hall effect one, and according to the guide, it's pretty doable, too.
They all do this... everytime the Nintendo Switch joycon thing starts drifting(which it always starts doing at some point) and you send it for repairs , they inadvertently always repair something else imagined or otherwise that isn't covered by the warranty (ie costs money)
We have kpi's now in the automotive chain i work in. We got bought out, went from mom and pop chain to national chain, and once they introduced kpi's customers started coming in for oil changes and leaving with $5k quotes for needed services.
My jaw hit the floor when they got to the part that said even if you pay us for repairs, we might not fix it anyway and the fee is non-refundable. Um...Im 100% calling the CC company and charging back that fee if you try and send me a broken item back and not refund me. Thats straight up robbery
i can get that its a performance metric causing the billing what i dont get is that they can come up with prices higher than new prices . in those cases it should be totaled and be replaced for the new price max. just as your car is totaled when the repair price exceeds the market value.
And this is why i was telling people to buy the steam deck. Everybody was yelling about this being a better handheld, having a better screen, etc but now look at what everyone owning one has to deal with lmfao.
@@sycorazliterally. .5% of people run into issues, and of those, a fraction runs into the issue in this video. Is it shitty? Yeah. Is it the norm? From what i can tell, nah. My ally has been outstanding for 10 months now
I was having issues deciding which console I was going to buy too like a month ago, because I really liked the rog ally, but then I stood for a moment and thought to myself "do I really want to give Asus any money?" so I simpley went for the steam deck for the reputation of the company
I am at 34:48 right now. Actually this would happen with other customer services as well, just because lots of stuff is automated and you will never change or addapt an existing workorder. You will cancel the workorder, which automatically sends this email, and create a new workorder. now at 43:21, they cannot ever say that somethign was wrong with it. they have to maintain that their change is goodwill, done for customer satisfaction only, otherwise they risk a lawsuit. They could defend the lawsuit, but it would be waay more complicated.
One of the best PC builds I put together had an EVGA SLI motherboard. If I recall, I had to RMA to NewEgg back before they were getting into the habit of screwing customers for some defect and got back a working board. I also enjoyed the AMD Gigabyte mobo I had before that even though the Conroe chipped EVA ran circles around it.
This is the level of BS that requires serious action. The reason for such blatant hubris is they haven't ever faced any consequences for acting this way for years or over thousands of claims it seems.
the "consequences" just end up being an inconsequential fine... If you scammed your customers for hundreds of millions over the years and are only fined a couple million guess what... It's not a penalty, it's just a "Cost of doing business".
@@Superintendent_ChaImers Yep, only way they'll care is if enough people stop buying their products. But even that is unlikely. A new sucker is born every day.
As a person who works for the RMA department for a tech company guys please take pictures of everything you receive and return this will save both us and you so much trouble in the long run
My bose headphones had a power problem. Bose not only replaced them, they upgraded them to the updated version for free. Mind you these headphones were 8 years old
I used to work for Dell. Sometimes the system would send automated messages even though they shouldn't have been. If there was communication between me and the customer then automated message should've been paused but sometimes it wasn't. It was rare and wasn't happening repeatedly like here where it seems they don't have the human communication connected with automated comms. They seem to be completely separate email threads and that is incredibly stupid when dealing with warranty repairs.
I work for german goverment and my boss has the complete opposite mentality. hes like "its no problem if cant get all your stuff done sometimes....but do your stuff in good quality"
I thing that there is a team on ASUS that check first the chassis of the products, and if there is an issue, they send templates to the customer regarding how much it would cost. if no issue is found, the device is sent to the team that would open the device and check further. all this to reduce costs by hiring cheap engineers for low easy check (since in most of cases those are the mayority of RMAs that are opened).
I guaranteed some C level executive at ASUS was given the task of increasing RMA turnaround while reducing cost and this is the solution they came up with.
What most likely happening is that on receipt of an item through this process to repair, the initial techs have a flowchart of things to look at to kick out or keep in for the standard process. This process was probably created to streamline the sheer volume of product repair returns in a timely manner. Someone, probably on the chain of succession to yield better returns to the company, had the bright idea to get this flowchart altered just enough to kick out of the free repair process. This then triggers the automatic responses from non-reply email accounts and holding your product hostage that you already sunk a fuck ton of money into in hopes you do not press the issue further. Hell, they probably have a button to auto generate "Customer Induced Damage" on their work terminal.
This reminds me of my friends laptop that was worth $931, it had some problem with its fan and we went to a service center to fix it. They said the IC on the motherboard was burnt and the motherboard needs to be replaced, they charged around $1481 for a $931 laptop lmao. And when we went to another shop they said the only problem it has was the fan was broken and needed to be replaced, and the motherboard was fine 😂😂
One thing to keep in mind about repairs is that you are going to be paying labor costs alongside the parts costs. The laptop may be $931 from the factory, but the repairs needed might be multiple hours of work by a skilled technician, which isn't cheap by itself. The guys doing the repair jobs are NOT the people putting the screws in the stuff in the factory for pennies an hour.
@@ShaggyRogers1 nah not really, the labour cost was about $7-8 on that service center but when i ask about why is it so pricey they said the motherboard was imported so they have tax and stuffs. And the person's that's informing me about the price is not their service guy it's the CS person. I'm laughing more about the misdiagnosed rather than the price really (btw I'm not American I'm Indonesian, the exact price is in rupiah but I converted it to $ so a lot of people can understand it)
How hard is the labor that they feel the need to charge hundreds of dollars for it? I've done work in repairing old video game consoles and twice, I repaired my laptop. I'm not saying that they should do it for free, I'm saying that it should be a $70-$200 job.
@@ShaggyRogers1No repair should cost more than the original price of the entire product, especially if the issue is only one of the parts of the product.
This can all be boiled down to "employees are incentivized to get more jobs done, rather than getting the job done right". Applies to every industry, and every company. Some more so than others.
That isn't the stat that is relevant though, otherwise they wouldn't just try to immediately scam the customer for more money. The statistic being incentivized is denying warranty RMA claims.
@@ShaggyRogers1 Not necessarily. It's actually generally rare for such incentives to be the cause, despite how desirable it is to think that big company is scummy (which they are, but oftentimes for different reasons). When an entity gets big enough, there isn't any longer a firm top-down micromanaged incentive like that because it would just create more work for the people who specifically don't wanna deal with this shit, hence why it's very rare and why when companies DO get exposed for blatantly doing it, it's that much bigger of a deal -because then it shows its not a systemic issue of the company, but rather an issue of the board of directors/CEO that are personally responsible (which is where legal liability safeguards stop protecting those in charge). The reality is that after a certain point of growth, standardized measuring statistics are in place and managed by teams who are managed by people who are hired by those who actually run the company. The longer the line of communication gets, the more the company becomes its own independent entity with good and bad being allowed to grow, cus its simply too big to be properly micromanaged top-down by those who actually commandeer the ship. It's like if a captain had to go around personally verifying that each sailor is doing their job, completing the rigs properly, tying down what needs to be tied down etc. Instead they will have a second in command who forwards the general message which is "tie this many knots, do the rigs in this amount of time, clean the hull during these hours of the day, etc. And what will end up happening is, the larger the ship, the more likely it is that those at the bottom of the line will focus more on doing the task quantity (cus they're just one sailor out of many, who all focus on just keeping their job above all else and don't see the responsibility on their shoulders cus their individual shoulders are small in comparison to the whole crew combined), rather than focus on the bigger picture of what is most crucial for the ship to accomplish: Being sea worthy. It's why it can be so tough to point the blame in the right place, for the right reasons. And more likely than not this whole issue is simply stemming from ASUS being a fucking big ass ship with so many managers and regional departments and performance metrics put in place by people who likely don't even work there or check the validity of the work throughput caused by those metric enforcements -so someone who has a bad day or just wanna clock out by filling their quota, will see a dent in the case, assume it's been opened and thus with some degree of certainty point it as "customer induced damage from attempt to fix X issue themselves by opening up the product" and just pass it on, in a long line of 100s of RMA products they have to oversee. If shit flies for 1000s of RMA products then what's to tell this employee that the game they're playing is gonna cause issues sooner or later? They don't get the upfront consequence -and thus who's gonna tell the people who put in the metrics, or the people who hired the guys to put in the metrics, that there's an issue? The information string of delay gets exponentially stretched out the bigger the ship is. Also this is not me saying it couldn't be done out of active malice. It just needs evidence to prove, and 99/100 times malice is just an unintended byproduct of poorly implemented performance metrics. Simple as. So while it's tempting to go with the 1% chance of actual intended malice, I'm gonna weigh it as 99% unintended malice. Which doesn't make the situation good, by any means it's shitty behavior by ASUS and shows they don't have their priorities straight in this regard whatsoever. The conclusion is the same, customer experienced something they shouldn't ever experience. Whether it gets resolved or not is what matters.
this is identical to when you take your car to the shop to get a tire rotation and they tell you that your radiator needs to be replaced before you can have your car back.
About 10 years ago, i had an ASUS laptop and they did the same thing with the laptop screen! I asked to have it sent back and promptly returned it to Amazon
The handling flow only covered the “happy flow”. Also, they likely sell these at or below manufacturing price so ordered the RMA department to bounce as many repair requests as possible
What Asmongold said about the metric is so real. I worked previous worked as a senior software support in a top 100 software ( i wont mention the name) listed as one of the fortune 500 that practice these toxic KPI. The management basically calculate the total amount of ticket that you take per day and how many you close at the end of month. At the end of your shift, it is expected that your queue are empty. Ticket that are "Waiting for customer reply" would not be counted or appear in your queue giving the impression you have cleared your queue for the day. This give the incentive for everyone to take easy ticket as soon as possible and leave the hard one behind. Since i was one of the most technical guy in the team, most of the time the tough ticket are handed over to me. Since those ticket tend to takes time to solve(the timing are counted from the time it is created even if i am not the original assigned support),my KPI are totally skewed to negative. Most customer also tend to give bad review for these ticket since the ticket already stay in the previous assigned support queue for a few weeks. Its a total bollock and toxic culture so i left the place even though the pay was good.
I had a George Foreman grill that I got from Walmart for $21. I had scratched the plates over time and called the manufacturer for replacements. They quoted me $38 plus shipping for the 2 aluminum plates, and it would take 3 weeks to get. I informed them that Walmart still has them in stock. Today. They were unimpressed.
This just shows you are out of touch lol. A $21 grill’s replacement parts are not something you to go the manufacturer for. A $600 grill? Sure, maybe. But even then, Amazon will likely have whatever you need. In today’s world, you need to spend quite a bit of $ to get that old “go to Seer’s and get your Craftsman Warranty fulfilled” kind of experience.
I think the subtext that everyone is missing here is not that they failed to replace the joystick that should be covered under warranty, it was there position that the dent constituted user damage and thus voided their responsibility to honor any warranty claim. Having said that it still bizarre that they didn't make this explicitly clear and also you would think they would have said something to the effect of we can replace the joystick but it will cost you x dollars as well.
ASUS: pay us for the handheld or get er back in pieces.
Actual mob tactics.
say cuh lemme borrow a dolla
next you gotta pick it up yourself because they won't mail you it!
it would be a shame if something were to happen to your precious device
Send in the Punisher
Sad cuz this I a legit thing when doing a long assemble process. For free diagnostics, if customers refuse fix. I will let them decide between a small reassemble fee, or returned disassembled.
I 'm from Taiwan, where ASUS is founded.
"ASUS scam the customers" is not so surprised here, they already have bad reputations.
I'm just shocked they done this globally 🤣
A SUS company indeed
No one report them? Are government know about this scam?
@@kyokusanagi9800 they should rename as AMOGUS
Oh wow so they always were bad in Taiwan or was there a fairly "recent" turning point too ?
I used to remember news or terrible CS experiences like this only happened in MSI or Gigabyte.
RIP ASUS, I’ll never buy another item from them and I’m pretty sure tens of thousands of other people feel the same now.
same here, glad i did not buy asus rog ally ... cause i wanted to. UFFFFFFFFF
Yep
They had to be dumb to think this wouldn't reach critical mass and cause irreparable PR damages
How did they think this wouldn't reach critical mass and cause irreparable PR damages
Naw I’m still getting that ROG ally. Y’all give up on people too fast. They got caught, which means now they need to fix this.
Accountability works
I have an acquaintance who works at ASUS in the repairs department that handles these RMAs and yes, they not only have KPI's but they get wage bonuses if they exceed their quotas.
We live in a Cyberpunk world without the cool tech, but the shitty corporations
We have GamersNexus fighting for the small guys
Neuralinks are coming out so we getting the cool tech soon enough
you and me, or top 1% of 1% of people, will use implants?@@TechnoMinarchist
No, we live in Black Ops 3 world
Outcome, train go boom @@TheKnightyFox
You know whats funny. I bought a Blue Yeti microphone and after about 6 months of use the power connector was having major issues. I contacted Blue through their warranty RMA. They emailed me back within a week and said after reviewing my RMA request they would send me a replacement. They sent me a whole new product. A $100 mic and they were like "yeah just give him a new one, we messed up". THAT is called taking accountability.
Most companies are smart enough to realise that covering a $100 new product is better than losing thousands in potential revenue from bad publicity.
@@mattandrews2594 To further your point, that $100 microphone replacement and pleasant customer service experience earned them a lifetime of praise and product recommendations from me.
The real surprising thing here is how you paid $100 for a yeti mic when that mic hasn't been $100 for years now.
That's because Blue Yeti microphones actual production cost and quality is equivalent to a 20 dollar USB microphone from aliexpress, so pretty much postage is more expensive than than telling chinese labour slaves to make an extra one today.
well, Blue is owned by logitech now. Logitech literally has the best warranty rma in the industry.
Lmao the start "Pay 200 or we may not send the device in parts" this is like some sort of Cartel "Give us 2 million or we may or may not mail your son/daughter in a briefcase"
sounds like extortion
@@Fr00stee because it very clearly is
it's just 200 pay it broke boy
Never make deals with the Mafia.
@@rep-vile woh, mind your words or you might end up with broken bones 🤣
Took my laptop to a local tech repair store because the wireless adapter that was built-in had stopped working. The dude said it started working when he turned it on, ran a diagnostic, and didn't charge me a dime after he confirmed it was working.
Chad local repair store vs mega corpo rats
And you tipped him so he doesn't close down.
Well why would he charge you ,,nothing was wrong with it
@@SouthsideBRGLR ASUS would charge you 😂
Based move. Support local business
It's not only Asus. I worked for a licensed mobile repair company (Samsung, Apple, Huawei) and I stopped counting how many times my boss scolded me for being too "nice" with customers.
"customers" that the problem in its own..
Pretty much every revenue oriented workplace, i got scolded way to many times for telling the customer, that they can get a discount if they reach a specific order price, which would result in less money spent overall. My boss didnt care if the costumer returns or not, its all about the immediate profit. Needless to say hes bankrupt now
You were raising the bar for service expected from everyone else.
@dale7326 not really, they literally are customers
That's something I never understood. What's the problem with acting nice to customers. Even NARCISSISTS and hardcore sociopaths pretend to act nice. It's manipulation 101!
This reminds me of early 2000s Alienware, where it would void warranty if the machine was overclocked.... and it came overclocked.
Just gotta un-overclock it before you send it in 😂
Reminds me of early 2000s Asus; they have always been trash. The motherboard I bought in like 2005 had to be RMA'd and I hated the process so much that I avoided them until like 2020. The motherboard I bought in 2020 died like 3 days outside of warranty expiration. Never again.
Lolwut
My Samsung Note phone battery was dead in only 1 year, I went to their CS and request to replace the battery... They called me a day later said that the motherboard was broken and they asked me to pay a price higher than the secondary price of that phone. I argued that I never ever opened that phone nor do anything harm. But because I need the data, I paid the cost...
And something strange happened, they asked to keep the "broken motherboard" for themself... I was tired to argue and said yes... I believe they never changed the motherboard... And guess what... the battery was dead again in a month... I had enough and never looked back for anything from Korea, not only their phones!!!
My brother was asking me about buying a new Hyundai car a month later, and I said NO! He listened and bought a Suzuki instead. That's what u got for scamming someone!!!
Alienware these days are one of the best companies in terms of customer support and product quality
ASUS has started on support calls, telling users to update the UEFI/BIOS to fix known issues, then telling them "you just modified your product...no warranty for you!"
Updating the bios isn’t a modification. Firmware can be reverted.
@@mramisuzuki6962 Asus the type of company to revoke your warranty because you reinstalled Windows
@@mramisuzuki6962 Tell that to Anus.
@@mramisuzuki6962May not be the case If it has eFuses. Apart from that, the comment points to another Asus fail in which the warranty for MBs could be denied IF THE FIRMWARE WAS UPDATED. As crazy as it sounds....
46:04
@@jsmith8147 Sounds like a company whose physical office should be introduced to a hot spark.
In college, I bought an Asus laptop. It had a 1-year warranty. One month before the warranty ended, it completely stopped working. It shut off and I could not get it to turn back on. I sent it in and got it back 3-4 weeks later. It still would not turn on and they refused to take it again because my warranty ran out by then.
They never even touched it they just left it in there factory, forgot they had it and said "fuck fixing it it's already passed the warranty date" and sent it right back to you💀
@@lynnrandall5150 i seriously doubt it more likely they saw he only had a month left on the warranty left it to sit there and only sent it back when they were positive the warranty would expire
This is like the repairman that knifed the TV to avoid having to repair it.
true
Good ol samsung.
Will share a Asus repair story from the Philippines. I worked as a sales-tech for a PC store for about 6 months. It started out as a Mom & Pop store but it grew to have branches through out the country. Anyways, we exchanged customer service horror stories. So I heard a Asus story from one of our senior managers. Customer buys Asus gaming Laptop with a bunch of freebies.
Week later customer comes back Screen is black. Months later it came back "Fixed". When starting it up in store, the screen was still black. Months later it came back again "fixed", testing in store shows screen lights up and works, but the key board is bricked. Half a month later, Asus repair gave up and authorized replacement. The model was phased out months ago so the store can't replace it. Asus authorised trade up. The laptop customer chose was not in some promo so customer is required to return the freebies in order for Asus to release the trade up laptop. Customer agrees. Whoever that dude was had the patience of a saint.
daaamm
Thats daily struggles I got w/o 78.9% Of all the Nations.
*Repair shops* on PC.
So *(Right to repair)* - When?
However I digress.
@@gamezonereactions8388 stop being an actual gibberish bot
@@Real-Name..Maqavoy Is English your second language? That's the only excuse for writing the way you just did. That, or schizophrenia.
I know of that shop. 😅
I mean at this point, ASUS is begging for a class action lawsuit.
Bury them.
I bought some Asus pc parts on a cashback promo, registered and everything. Never got the cashback,. such a scam company.
@@Gersemi_Trader yeah I did too. Was supposed to get like 100€ back. After a few months I started wondering where my cashback was I did some reading on the terms of the cashback and if I remember correctly there was a line which basically said that if they haven't yet sent the money back yet and I haven't contacted support in a certain time period I would no longer get the money. So basically they where banking on me forgetting about the cashback so they wouldn't have to send it to me unless I contacted them about it :DD
I bet that what they're going to do is just update their ToS to cover their asses and avoid the class action, problem solved
@@VentusXtm no you can't update your terms of service and apply it retroactively without having users accept the new terms of service.
@@VentusXtm Just to add that updating the terms of the warranty doesn't apply retroactively period. If you've taken out warranty, or had an issue where your warranty was void, prior to any updated terms... ASUS is s*** outta luck.
like 10,15 yrs ago i had a maxton hdd 60gb iirc. It broke after like 6 years and was out of the warranty. They said that its out of warranty but would replace it anyway since they care. They then got me a 80gb hdd which was not unsinificant back in the days. I liked that move alot.
In 2016 or 2017, I RMAed my dead XFX 290x. They said they didn't have parts for 290x anymore, and sent me a new 390x instead.
@georgehill3087 same experience with xfx. Had a 6600gt back in the day and sent me back a 6800gt
Whattt that's a move that will make me loyal!
The future:
**Finds Fingerprint of Customer on Product**
“User damage”
Dont even think breath on it!😂
You removed it from the package? That voids the warranty!
don`t give them ideas
Greasy fingerprints make for a slippery situation at asus.
Only after they add the fingerprint scanner for log in.
I work in electronics manufacturing, and work on Debugging units from time to time.
The idea that a company would fix a unit sent back for warranty, then send it back to the customer un-assembled, is fucking hilarious.
I sent back my Xbox 360 and Xbox actually fixed my warranty issue then sent it back a week later and it worked like new asus is just a scam
@@NappyRBever since I made the mistake of getting an Asus tablet in the early 2010's, I have referred to them, and shall continue to refer to them as, Anus, especially because the S's in their logo on products, looks like a sideways N.
it's actually pretty rare for a company of this size to do bullshit like that.
My guess is that they are in serious financial trouble. I imagine they will be gone in a year or two or bought out by a larger company.
Laughed very hard, then noticed the ASUS logo on my screen, proceeded to pet my screen very gently
might wanna shop for a new one BEFORE this one dies
You pet the screen? That’s major damage and will cost $8000usd for repair.
Just take old yeller out back and put her down yourself. That way you know at least it was indeed customer induced lol
I went from an Asus to a Dell 32" 4k 144hz that is honestly phenomenal and such better quality than the asus and cheaper too. Open boxed microcenter for the win
@@kokocaptainqc New ones can have cameras behind the screen
they just wachn what you watch then kill it if not what you should
@@danielschmaderer 8000 they aren't a charity that's a minimum 10k
This didn't always use to be this way. I bought an expensive ViewSonic 29" Trinitron style CRT back in 1999. Several years later the display cut out on it. They offered to fix it for free. The only catch is that they weren't going to pay shipping. Mind you the monitor weighed like 80lbs. I just needed to drive from Augusta to Atlanta to their office and a couple weeks later pick it up. It only cost me the cost of gas.
CRTs are so cool
As a Repair Technician, I can confirm that some places absolutely want you to get quantitu over quality. They dont give a shit about the customer, just their numbers.
I couldnt keep doing it so I found a place that prefers quality, and now I work on maybe 4 things a day. Being able to work on something for multiple hours makes sure that anything I repair is ACTUALLY repaired!
In the same boat right now for a big EV company 👀
Yalls jobs hiring? Asking for a friend. I had to get out of the repair gig, found myself back at help desk... still fixing things, just not hands on. I have to be able to explain how to fix things, and I've got social anxiety
Hey boss, it seems that no one cares about the dents that i fix :/
seems like they only care about the actual problem they sent it in for :/
why doesnt anyone want their dents fixed boss? :/
- Asus Tech Repair Agent
As a repair/service department manager, I can confirm most places seek to spend as little as possible on the repairs/service department. Instead, opting to give the big bucks to the sales and marketing teams. This is because while a repair department is almost always mandatory to have, it is only used as a tool to get new customers in the door (to sell too) and not seen as a profitable portion of the business. Customer satisfaction is only important if they leave a bad review, and creating life long customers aren't the goal when there are millions of new customers that haven't yet come in. Any profits from repairs are often cannibalized in an attempt to sell the customer some "premium warranty" which in turn only serves to get the customer to have to return. This has the consequence of decreasing the revenue of the service department and making the sales department more money. Thus further solidifying the idea that repairs aren't profitable and paying technicians more, wouldn't increase profits.
Technicians are often understaffed, underpaid, and overworked (having to do other team members' jobs). New technicians are often thown into repairs with little to no training. All these things are making it harder and harder to find good help. And who can blame them?
If you wanna make money with little to no work, get a sales job. If you want to be the most relied on individual and still the least payed, become a technician.
@@LooneyTimes you nailed it all on the head. Every detail was 100% true. It is what it is though I suppose.
The whole reason for getting a steam deck for most people is valves amazing customer support. This doesnt surprise me when i see this stuff.
Did they get groyped?
@spencer5028 honestly don't know what groyped means lol
As long as Gabe is alive and the sole owner of Valve corp it probably won't change either. thats the difference between private and publicly traded companies
Have you tried contacting steam customer support? It's non existent.
@@Sireristof1332"Gabe did nothing and won"
"They [ASUS] just need to fix their customer service." Unfortunately, I believe their customer service is working exactly as intended.
yeah...the entire business model is to "service" us from behind.
Yup. Just like everything else lately, extract as much money as possible.
Imagine if you send your car for flat tire, and they came back saying you need to replace the whole body panel because there is microscopic scratch on the skirt 😂😂
"You done messed up , A-A-Sus"
Thats a good one.
Underrated comment, this a reference to Kay & Peel right?
A-Sus? Amogus 😳
Criminally underrated comment. You've earned my exhale laugh
@@MoistAlt I believe so, Moist-A-A-lt
They would make great kidnappers.
"Yes, we will send your daughter back to you, but she might be disassembled"
just please include the batteries
😄👏🏽
Dismembered*
You forgot, her kidney have been replaced with bad one. While they keep perfectly healthy kidney
Guess people need to start taking 4K close-up photos from every angle of the product they are sending, together with a note that says "I have taken high resolution photos of the product and have confirmed there are no scratches and dinks. If you claim there is user damage on the product and tell me to pay extra, I will pursue legal action for attempted scam". and package it super-well so there's no possible way for it to be damaged on the way to the repairshop.
Just don't pry open the case and remove internal components like GN did.
Or if you do, you should probably mention that on the form. Not, "joystick don't work good...derp...derp"
@@SansAppellation Apparently you didn't watch GN video. ASUS made it clear to send password or remove the SSD. Are the supposed to use transporter technology to remove it. derp derp
@@SansAppellationReally? Blaming GN over the incompetence and horrible service of ASUS? The evidence is not enough? What an idiot.
@@ReaperReefit doesn’t say remove SSD. there are ways to remove the data without removing the SSD.
@@edguix my bad, I could have sworn GN said that. Just looked at the paperwork and it says nothing of the sort.
This is common among all electronics when the manufacturers subcontracted to 3rd party repairers: they tend to exaggerate (or even lied) the problems in warranty claims and tried to con money from the owners. I have similar experience with my folding phones with Samsung customer services when they demand me to pay $400 USD to replace the whole main board when there were dead pixels. I urged to lodge a complaint to consumer tribunal, they approved all the repairs without any charge.
The most scary point is, their KPIs are measured monetary...
Having a similar issue on my fold 5 right now. Sent in for and outer screen issue covered under warranty and being charged full price for an inner screen and inner screen bezel replacement because according to the tech the rubber stoppers on the inner bezzel are worn out. Completely unrelated to the claim. Its a 6 month old 2 thousand dollar phone but they just have to try to extort any additional money they can, without any shame whatsoever.
Here's basically ASUS warranty in a nutshell: "Nice ROG Ally you have here, pal. It would be a shame if something happened to it." 😁
I am currently fighting with ASUS to fix a motherboard that I RECIEVED broken. They want me to pay for repairing it even though it is still covered by warranty. And when I told them that was not going to happen because it wasn't my fault, they just throw a different 'representative' at you who repeats the same drivel.
Edit: They say that NO pin related issues are covered by warranty. What a joke of a company.
Maybe it’s because you misspelled “warranty.”
Keep sending, catalog it all, take it to legal. In fact, showing them the evidence and just threatening (as they are) a lawsuit is fair game. It's time the public do their due diligence and commit 100%, instead of whining like bishbois doing actually nothing but complaining on the interwebs
I swear we're all gonna have to document everything and then threaten to take them to court when they decide not to play ball.
just don't forget to keep record everything, your phone call, emails, invoice, everything
email gamers nexus he is building a data base of cases
Surely these companies are learning you cannot get away with this. As my army LT said 'trust goes in with a teaspoon, and out with a shovel'
Nobody will remember in a year
Was it LT Dan?
They can absolutely get away with it. People will just continue to throw money at them.
I heard that saying in the form of "You earn trust by the droplet and lose it by the bucketful".
@@NetGhost420 ha it was not
Asmon is missing the point - these things happen for three reasons:
1. Actual repairs are costly for the manufacturer.
2. Why properly repair when you can just charge more money through blackmail or sabotage
3. If they are outsourcing repairs, the partner has an incentive to report as few repairs as possible cause again - less repairs is less money spent. If it's not outsourced, then it's the worker trying not to get fired for high repair counts.
I own an OG Steam Deck, had JUST finished doing a case swap to the clear shell when that came out.. a week before the OLED SD was released. Since then, I've been really considering a Rog Ally as my next upgrade. I will no longer consider Asus for any product in the future, ever.
Nexus's video reminded me to get the oled's hall effect sticks that came out recently so that'll be nice to have in my steam deck. I had the OG launch steam deck and sold it to pay towards my now OLED steam deck
I have not and will never consider any asus device as something I'll get.
NGL had my ally for a few months now, I love it and haven't had issues. But I understand that aint the case for everyone. (Own a OLED too for context)
@@trapstar2012Me too I've had my Ally for 6 months now and never had an issue.
@@nathanjuan6042 Of course there's going to be a really vocal, negative review minority here. It's the same as Reddit, FB, etc. I would just rather not chance it at this point. Inflation is wild, we all deal with plenty of other PC parts, consoles, phones, RGB lights, Smart home integrations, whatever.. that just DON'T meet our expectations in one way or another. Asus is kind of problematic across the board, with GPU, mobo, the Ally, it's just exhausting.
@@ZACRiFiCE_ Just buy what you want the end of the day its your money if you think your satisfied with the deck then stick with it. I'm just saying based on my experience of owning Ally. My brother in law bought ally as well and we both never experience any problems. Honestly I don't know why you need to upgrade if you already have a deck. Is it because your not satisfied with it?
Soon videos like this won’t be allowed. The internet is the best place to highlight this and they are gonna make some b.s like no more downvotes. They already tried it with “negative reviews hurt companies” but this is the best place to air this out
These will be the “good old days” soon.
its as if they all want to leave no other options in the end than for everyone to go see them in person with very bad intentions
dosent have to be that way, theres deep web if it gose raelly south, theres bit chute theres oddysee but peaople are victems of confort and dont want to deal with the less supported but free sites, but we delt with youtube when it was WORSE than oddysee or bitchute.
I live in Taiwan and work in Tech. Most of the people I know that are in my circle don't buy Asus. Their products have rad design but the quality of the sourced parts and warranty/repair support leaves a lot to be desired. The sourced parts comment came from an acquaintance that used to work for Asus.
Tech related forums in TW also has quite a few complaints regarding Asus repair and warranty to the point they coined the term "You'll unlock Zhao Yun's mission sooner or later". A jab at Asus' support quality where they send items with issues for repair multiple times without it ever getting fixed. It's a reference to the Three Kingdoms (Think Dynasty Warriors) general Zhao Yun where he had to charge back into the enemy formations a total of 7 times to save some important people.
What brand do recommend then?
@@Hikari-sai Yeah, lemme know too
That joke is way too long and has such a deep history it would never work here. But I love it
If you prefer not to recommend alternatives can you please advise others to stay away from
hahha 赵云 ref, nice
Had this happen to me when I bought a new motherboard. Some of the CPU slot connectors were damaged so I sent it back. And even though it was otherwise perfectly fine, when it arrived at their place "suddenly" one of the RAM clamps was broken as well. Which they blamed on me of course. "Well we don't know if you damaged it yourself so no refunds." "But I didn't. I had a reputable computer shop install it for me (whom have in the past eaten the cost for a replacement if they damaged anything) and they said it was damaged right out of the box." "Well we don't know if they damaged it either, so still no refund." Like wtf? Do it yourself, no refunds. Let pros do it, no refunds. And of course they themselves don't offer any service to install stuff.
I decided to never buy from them again.
My first laptop was Asus. Used it for less than a year before it bricked and wouldn't turn on. Sent it in for a warranty claim. Asus comes back with an invoice for $500 claiming I wasn't covered. Okayyy, super sus but fuck you send my shit back. I never got shipping confirmation from them. Email chains for weeks. I finally call in and am told they lost my laptop. Not that they shipped it, provided tracking, and that it was lost in transit, but that they simply cannot find it to ship it to me. $1300 laptop stolen and lost because I refused to be extorted. Fuck Asus. Never again. Not a prebuilt nor a component.
Should've reported them to whoever regulated them.
I don't really understand. If that happened where I live, it would 100% result in a new laptop of a similar model, brand new.
I said this on the Gamers Nexus video, but Valve's RMA process is a lot less stressful. They will send you 3 replacement units and repair your steam deck for free, no questions asked. They will give you a repair for free out of your warranty.
This is why I bought a Steam Deck OLED over a ROG Ally. The company behind the Steam Deck actually cares about its customers.
What an ad for steam deck. I am actually thinking about buying one now
If i wanted a handheld PC id be getting a SteamDeck. They replaced my steam remote controller 4 times, once a week after warranty because of issues with the trackpad for the mouse.
The Valve support is legendary. I bought a steam deck and the royal mail lost (stole) it. They no questions sent a second, it never arrived. So they again sent a third! The third unit arrived safely, and a month later a seriously battered box arrived containing the second one. They never even so much as questioned my support queries.
i believe free repairs after waranty if the tech dont suspect client abuse i worked in a place like that there was free repairs if the tech tell the manager that its not the client fault
The only time I've heard a bad thing about Valve handling steam deck RMA's, it was followed up immediately with a walk back. They honor the warranty and give excellent support.
Remember the screaming fans? You could just get a whole new unit if you didn't like the pitch of the fan noise
It's more that some suit decided that the repair department has to turn in a profit instead of actually fix shit
Sounds familiar (I work at an American company though 😂)
Well i have worked with repair there is indeed a "preformence" chart one can say that effects what you can "repair" for a profit for the outsourced company doing the "repair". Hade also coworkers working for ASUS direcly... we can say ther is more to it then what the outside see has well. XD
Sounds familiar. Previous laptop was an ASUS laptop. Sent it in for repairs 2x. 2nd time it came back, it came back unrepaired + extra damage. Sued them, they gave in immediately.
good job man , I hope more people had the time and mindset to F up these scams
This is literally illegal. The magnuson-moss warranty act would side with the customer every time and give them lawyers fees. The problem is it's a US federal law, which means you can't go to small claims court, you have to go to real court. The US court system is full enough as it is. If you bring a case into court that is worth less than 10k you will just piss off the judge.
and this is why class action exists.
You're scared having an asus monitor? I'm watching this on my asus laptop. This is a TERRIFYING video.
My dude, I need to send my laptop in for repairs as the case in dented and it won’t close without pressing on my screen
@@misshrm14Better not else itll come back with broken screen, snapped in half, spat on and slightly burnt
unless you cough up $200
@@Ardeleus frfr 😭 it’ll be more the 200 for sure as well!
@@misshrm14 😭😭😭😭 I will keep you in my thoughts.
I had a super similar experience with ASUS repair for my ASUS laptop, they used all these same bs excuses to hike up the repair price and threaten to send it back in pieces. It ended up being cheaper to get a new more powerful laptop, but unfortunately it's also ASUS, if I knew this hadn't been just a one off thing with my computer and that they were actually this malicious, I would have gone for a different brand the second time... RIP
ASUS sounds like an automotive garage..."Oh, you came in for an oil change? You need four (4) new tires, too...and a new transmission..."
ASUS: "Your handheld sleeps with the fishes!"
Ah, so that's what they meant when they mentioned the liquid damage 🤣
I work as a cable tech, and I can say that the score cards we have rewards those who just play the system and fix nothing. had one guy cause an outage for 3 towns and have a perfect score card. and another guy who replaced everything and rewired whole houses have a shity score card, shafting him out of his bonus (he quit).
Anyone who’s ever worked in the tech world knows those who meet metrics are always the worst to the bottom line. I used to do that work and I had a boss upset I never met metrics but customers loved me because when I fixed it, they knew what broke, and the issue wasn’t coming back at least for some time. He put me on a performance improvement so I started playing the game and looking for a new job. When I found a new one, he asked how I improved my numbers so much. He was disgusted that I had been writing off tons of parts to keep off the books, refusing to open tickets on purpose, and about 3 out of 4 things I said to him were lies. He went on to search through everyone’s stock, cracked down on not opening tickets, and monitored everyone like a hawk. His numbers plummeted over the year so they fired him, lol.
The both of you sound like chronic liars and are making up stories that never happened to make yourself feel better on the Internet, or you are so deep into self deception that you actually got yourself to believe what you have said.
@@ArkticDark Good thing I don’t care about that opinion. Guess I’m just going to go on living in my delusion that KPI metrics are made by bean counters and technicians just lie to make up the difference.
@@ArkticDark lol I never said I was perfect or i had a bad score card. you just sound butthurt cause a tech charged you for a trouble call.
@@O.Badluck nah I sound like a tech that knows what he is talking about and have been around bad techs that lie to make themselves feel better. When a man is telling you a story like the one you are telling, they never tell you the truth and make themselves look like the good guy or the hero of the victim, they never tell you about the integrity check they failed and why they actually deserve to be in trouble or whatever it might be.
Whether you can sweet talk a customer into giving you a good survey is different from doing the job right to the point that you don't get repeats on your jobs very often. Maybe you didn't want to go up that pole that day and made some justification for yourself, but somebody else had to go behind you to replace that drop and I bet their repeat rate is in the high 90% consistently.
Or you didn't get your raise or bonus because you got caught being unsafe and got written up so you weren't eligible for that raise at that time. Or maybe you are known for having a bad attitude and they don't accept your applications into leadership? I have seen these dudes, I have worked around these types of dudes and you sound like them.
KPIs are an interesting problem. Because KPIs are designed to resolve the problem of negligent and incompetent employees. However, as Asmondgold stated, the introduction of KPIs turns the job into a game where employees are incentivised to get a high score. This ultimately increases the performance of the bad employees but it also decreases the performance of the good employees. Most businesses understand and accept this phenomenon as it results in an improvement in their worse possible outcome at the expense of their best possible outcome.
And that's why we remember Goodhart's Law: "Any measure that becomes a target ceases to be a good measure"
My other job did not believe I had these at the low end IT job
Very interesting insight thank you for sharing
I think KPI's should be handled with restraint, perhaps be replaced with targets rather than simple indicators. As long as your employee hits an acceptable rate, you don't bring this shit up. Don't even tell them this shit gets logged.
This thing and these KPI-metrics. My wife worked on a elderly care unit and it was bought by a bigger company while she was on maternity leave. (Never returend there)
His foreman was pretty much pressured out and was replaced by one from the company.
The unit got pretty rediculous KPI-metrics and the foreman was ordered to do what ever it takes.
During a year or maternity leave she had 5 different foremans. When her maternity leave finished, she looked for other work.
Even fast food chains have audits called "secret/mystery shoppers". I used to work for a company as an "independent contractor" that specialized in those kinds of audits. I secret shopped anything from best buy to a local car dealership.
That's totally rad.
How do I find a job like this, hahaha
I live in a state that has an Implied Warranty Law for everything you buy. My wife's galaxy after two years had the antenna short out, the manufacturer and cell phone retailer would not warranty it and kept saying it's the others problem. After like 6 weeks we just sent all the emails and phone calls time stamps to the Business bureau. A day later we got a call from the retailer and asked us what color phone do you want. The morale of this story is if you know you're in the right contact the business bureau. Most companies know when they are wrong and will not want to go to court of any kind because they know they will loose and spend more money then just repairing/replacing the defective item.
Isn't implied warranty of merchantability nationwide?
@@wompastompa3692 when I looked into it no. There was many states that did but not all
I second this. I went back and forth with Lenovo because they couldn't fix my laptop (under warranty) and when I sent it in a second time, I heard nothing for 3 weeks. 1-2 days after complaining to the business bureau, I received an email offering to return the laptop repaired or be refunded. I opted to be refunded and got the money back within a week.
1 month later, I received the (unrepaired) laptop in the mail. I guess it didn't get communicated properly, but no one ever reached out and I still got my money back.
@@wompastompa3692 IWoM is not a law. It is a merely an implied "this item will do what it is intended to do at the moment of being sold."
The Magnuson law, which is mentioned in the video, is the law that covers warranties.
The business bureau? You're kidding, right? That's a private company that doesn't do anything, nor do they have the power to do anything. It's just a review website. It's not the government lol
As someone who’s still trying to decide between a Steam Deck or Asus ROG Ally, this just made the choice much easier
Nah. I still pick Ally. Imagine i have to play at 720p lol
@@arteni2206you dont need anything above 720p with a screen that small.
Deck is fine..i had rto send in for a warranty job and it was barely gone a week.
If you’re buying a device like this to be your primary device, you’re losing no matter what product you decide on lmfao.
Legion go?
I work in product development. Sometimes, a customer reports an issue that can’t be reproduced by the manufacturing team, leading them to say:
"It’s not a design problem; it’s an isolated case.”
However, if these issues continue to occur, we need to rethink the design, even if we don’t fully understand the cause.
It can be frustrating, but the approach is to formulate hypotheses, conduct tests, and move forward.
They don’t initiate a recall because they don’t know the real reason and don’t have enough cases to justify it, so they accept the risk.
Goodbye Asus, haven't had this issue myself, as I've never had to ask for warranty repairs, but knowing that could be me, I'm not touching their PC parts or peripherals again.
Time to dump my asus laptop.
HP did the same shit to me. I sent my laptop on because it kept freezing and saying "boot device not found please install an operating system on your hard disk".
HP not only DIDN'T diagnose why it was doing that, they sent me two pictured of issues they "found" and asked for like $500 to fix them. Both issues had nothing to do with the problem I was having mind you. They even went as far as NOT telling me my computer had even arrived at their repair center until my warrenty expired, bunch of crooks.
HP laptops are garbage
I won't be buying ASUS products ever again. It's disappointing to see a company we once trusted go down this path.
Happy hunting an alternative company.
@@zzygyy Wont be hard lol
@@zzygyy Lenovo. Easy alternative
You have to give them a chance to fix it. If they pivot and fix it and do a better job, they can be redeemed.
There is a chance, they don’t know it’s this bad.
But if they keep this shit up. 👎
@@zzygyy there is atleast 1 alternative for literally every product they sell, lol. do you think they have a monopoly or something ? people like you are the reason why asus gets away with this
I had an ASUS laptop that had a graphics card failure within 6 months of the purchase. It went into warranty but it took 3 entire months to get a replacement. That was during summer when I didn't have school so obviously I would've loved to play games but I couldn't play anything for the entire summer because the warranty replacement took so long.
Asus is using third party companies 100% confirmed
They are, they're using a contractor to do there RMA, company's called ChemUSA or someshit like that.
It's probably based out of india
Scam/India yeah makes sense
@@Info_Tech_ITThey are based in China need i say more
While true, it's misleading to suggest 3rd parties are the problem. The problem here is ASUS is incentivizing their 3rd party to do this. Likely they're paying the 3rd party of % of out of warranty repair fees or they're paying them to maintain a low % of in warranty repairs. When you sent bad targets for your 3rd party contractors, you're going to get bad behavior to meet those targets.
The worst part about this is that the technician and all the people that sent the emails to GN will be the people to get fired, before Asus will even take a look at their systematic issues. I work in customer service and anytime there is a problem, the person that did the mistake gets axed first regardless of whether the system directly or indirectly led to the mistake.
Wait they going to fire the CEO 😂.
I get all my news from Asmongold.
scary
Same
L
Great way to get only the vital news stories
as a fellow roach, i feel obliged to consume news only from Asmon
Anti repair and scamming has become basic business practice for most tech companies on top of trying their best to kill repair shops. I mean apple claims they work to minimize e waste while making it so a device cant be repaired or costs as much or more for the parts to repair it.
Companies really do be pushing it harder these days in trying to kick the consumer down to their knees.
Well when the youngest gen gets anxiety from receiving a phone call, all the companies know they can get away with more than ever.
Sadly you are right this also applies in construction i work on new homes and if the customer had someone else touch our work then we are told it voids warranty and to write it off as their problem and charge them
I mean what's the pettiest thing that could void warranty? Like hanging pictures? Changing an outlet cover to a multi outlet with USB cover or the ones where it has a little trip switch built in? What's the smallest most likely thing someone can do that screws them over?
@@makaisenkithings covered by home builder warranty. So no, because obviously a construction company does not warranty your outlet plates or holes you make in your drywall.
@makaisenki weirdly enough it does cover stuff like grass and drainage , so if the lawn goes bad due to something you have a limited time to get grass seed etc etc from the builders. a fence line if included with a sticky door but homeowner screws new holes without pressure treating . you would have to use your imagination for sure.
I had a summer job during high school where I was a 'support' technician.
All I did was ask one question; "Did you turn it on and off again?" If they answered no, guide them to do so - 90% of problems are fixed.
The last 10% were the techy masters trying to speak about motherboard chipset problems, where I diverted the call to actual technicians.
In short, I was a living filter for tech issues for a summer. It was pretty interesting for a week, then it got ridiculously repetetive.
Summer after that I worked at a car repair shop where I was the guy checking for typical faults and asking the customers if they want them fixed together.
For example, guy comes in with broken headlights. I then check oils, filters, piping and electronics as the boss man chats with the customer and chime in with a;
"Want to fix X/Y/Z while we're at it? It's a cheap fix and won't take much longer." - This shit takes absolutely a lot longer, terribly expensive, yet over 80% answered 'Sure, sounds good'.
Boss man always gave a subtle thumbs up whenever the scheme succeded, lol
Yup, send them tickets up my boy
02:02
I worked for Samsung repair center a few years back, usually when there is a scrach like these in the hardware indicates that the costumer opened (or at least atempted to) the sistem by himself or by some unauthorized repair center. I know its a very small scrach but its clearly a waranty void. (you aren't supposed to open that shit.)
Now, saying thats the console has falures without proof (image) on the report to charge more money and if you deny to pay the service they just send you the console opened/unassembled or just like that threatened to send it like that, it would be an easy lawsuit case (at least here on Brazil, i dont know how consumer rights works for you guys there)
In my country you technically have a purchase contract with the vendor (Micro Center for example) and not the manufacturer (ASUS) with a 2 year warranty by law, with the caveat that after 6 month you have to prove you are not responsible for the damage yourself. Within those 2 years you can demand free repair as long as it's not your fault it's broken or replacement from the vendor.
With electronics however it is common for Micro Center to always tell you to contact ASUS, but technically the vendor is still on the hook. I imagine it's similar in the US, how can it be the all the vendors don't pressure bad actors like ASUS into complying with the law and honoring warranty? You as the consumer don't have a contract with ASUS, your contract is wherever you bought the item, all of their policies and rules don't mean jack. If ASUS is giving you the runaround tell whatever shop you bought your thing from and remind them that they are who sold you the item and took your money, and a purchase contract was formed.
Is that just not possible under US law?
Similar in the EU, except there is a minimum of 2 years worth of warranty with 12 months of a feel good, no questions asked policy. After 12 months the customer has to reasonably prove the defect was already there from the beginning.
And basically every shop here in Germany will work with you to take care of the problem. I never had any shop tell me to turn to the manufacturer, ever.
Though that doesn't mean you can't bypass the seller at your discretion and try and contact the manufacturer anyway. For example, I contacted Seagate once about getting a couple of HDDs exchanged because i needed a specific model number from a specific batch with a specific firmware version.
Or if you buy directly from the manufacturer obviously.
The US has effectively nonexistent consumer protection laws. Even those that do exist vary from state to state and whether or not your State Attorney General enforces any existing laws is entirely dependent on the political administration in power.
happy to see this because i was on the fence between the ROG Ally and the Steam Deck. ill be going with the steam deck lmao
I have both, the asus is stronger but it isn’t ready. It’s too annoying to navigate, hopefully their next device will address those issues .
Meanwhile it took me 1 email to get my EVGA card replaced back in 2016 for coil whine.
Free of charge, within a week.
Sad that they're gone.
Rip evga
Lol that’s probably why they went out of business
@@dardanm3544 not even close you clearly don't know anything about the situation that was very well covered by tech jesus. educate yourself.
My Astro headset broke (early 2023), I thought that I'd be in for a struggle presuming they'd claim it was through mistreatment or whatever...
I sent an email with an attached a photo; they asked for the serial numbers and a copy of the receipt, I sent what they asked for; They then asked for my address, I sent them my address and the following day I had a new headset arrive.
Less than 72hrs from the first email to the knock on my door.
@@dardanm3544Just out of the video card business. Mostly due to Nvidia strong arming them and other 3rd party board makers. Nothing to do with returns
So glad I chose a SteamDeck a few days ago over a ASUS ROG Ally
The thing is it's worded in such a way to confuse the customer into thinking that if they don't pay for the optional repairs that the warranty repairs won't be covered. It's worded in a way that doesn't outright reject the warranty claim and by putting the time limit on the optional repairs it doesn't give the customer enough time to research to dispute. It reads as intentional company policy to draft as many optional repairs as possible on warranty claims and make them sound like they're mandatory in order to receive your product back in working order. It goes beyond a metrics driven model and into scam because it looks like they are trying to off set the cost of their mistake by tricking the customer into paying for it.
It’s under warranty and they failed to make a warranty repair. Then chose to try and force you to pay for unnecessary repairs. There is no way to not choose the payment option and go through with the warranty repair only.
The fact this device doesn't have replacable analog sticks is wild.
What controller does that's user replaceable?
@@johnlinks
I've only ever replaced the Switch's Joy Cons' analog sticks myself, which is not exactly user-friendly due to small parts (seriously, I hate the tiny screws so much! XD) but it's doable and lots of people do the replacement themselves. I don't have a Steam Deck but I've looked up analog replacement guide for my friend who wanted to fix the drift and replace it with a hall effect one, and according to the guide, it's pretty doable, too.
Lego?@@johnlinks
@@johnlinks dualsense edge.
The steam deck
They all do this... everytime the Nintendo Switch joycon thing starts drifting(which it always starts doing at some point) and you send it for repairs , they inadvertently always repair something else imagined or otherwise that isn't covered by the warranty (ie costs money)
New Helldivers Objective: Boycot Asus
We have kpi's now in the automotive chain i work in. We got bought out, went from mom and pop chain to national chain, and once they introduced kpi's customers started coming in for oil changes and leaving with $5k quotes for needed services.
Kpi is that known product issue?
My jaw hit the floor when they got to the part that said even if you pay us for repairs, we might not fix it anyway and the fee is non-refundable. Um...Im 100% calling the CC company and charging back that fee if you try and send me a broken item back and not refund me. Thats straight up robbery
i can get that its a performance metric causing the billing what i dont get is that they can come up with prices higher than new prices .
in those cases it should be totaled and be replaced for the new price max. just as your car is totaled when the repair price exceeds the market value.
dont ever buy ASUS stuff, I learned my lesson like 20 years ago already.
Still better than acer
Evga oh wait, big sadness here @@habama1077
@@habama1077EVGA is probably the most trusted computer company, they stopped making GPUs though.
Their products are overrated and overpriced. Not worth the premium they're charging for.
Sqme. There zen broke after a month years ago
And this is why i was telling people to buy the steam deck. Everybody was yelling about this being a better handheld, having a better screen, etc but now look at what everyone owning one has to deal with lmfao.
Lol... yet my ally has been perfect since launch. Calm down
@@sycorazliterally.
.5% of people run into issues, and of those, a fraction runs into the issue in this video.
Is it shitty? Yeah. Is it the norm? From what i can tell, nah.
My ally has been outstanding for 10 months now
@@sycoraz Good for you. Make sure you let us know when it gives you issues and asus asks for hundreds of dollars to fix stuff that isn't broken.
@@sycoraz ah the sunken cost fallacy is in effect here. Everyone look at the people who put money in and can’t accept they made a mistake 🫵😂
@@sloestyAh right, the good ol' "if it doesn't happen to me it's a non issue"
Glad I saw this. Was going between buying a steam deck and a rog ally. I think this finally made up my mind for me
Yessir. I solely went with the Steamdeck based off of company reputation and the amount of updates they give their product
I was having issues deciding which console I was going to buy too like a month ago, because I really liked the rog ally, but then I stood for a moment and thought to myself "do I really want to give Asus any money?" so I simpley went for the steam deck for the reputation of the company
I am at 34:48 right now. Actually this would happen with other customer services as well, just because lots of stuff is automated and you will never change or addapt an existing workorder. You will cancel the workorder, which automatically sends this email, and create a new workorder.
now at 43:21, they cannot ever say that somethign was wrong with it. they have to maintain that their change is goodwill, done for customer satisfaction only, otherwise they risk a lawsuit. They could defend the lawsuit, but it would be waay more complicated.
I had an EVGA Gtx 970 go bad. They replaced it with a 1060 (6gb model), a slight upgrade and earned a lifelong customer.
EVGA’s Customer Service was top tier.
EVGA and Noctua.
One of the best PC builds I put together had an EVGA SLI motherboard. If I recall, I had to RMA to NewEgg back before they were getting into the habit of screwing customers for some defect and got back a working board. I also enjoyed the AMD Gigabyte mobo I had before that even though the Conroe chipped EVA ran circles around it.
Now unfortunately EVGA is no more since they stopped making graphics cards, now they're just E
I had problems wiht 3060 ti evga , and i got 4060 ti ,
This is the level of BS that requires serious action. The reason for such blatant hubris is they haven't ever faced any consequences for acting this way for years or over thousands of claims it seems.
the "consequences" just end up being an inconsequential fine... If you scammed your customers for hundreds of millions over the years and are only fined a couple million guess what... It's not a penalty, it's just a "Cost of doing business".
@@Superintendent_ChaImers Yep, only way they'll care is if enough people stop buying their products. But even that is unlikely. A new sucker is born every day.
As a person who works for the RMA department for a tech company guys please take pictures of everything you receive and return this will save both us and you so much trouble in the long run
My bose headphones had a power problem. Bose not only replaced them, they upgraded them to the updated version for free.
Mind you these headphones were 8 years old
Clear case of share holder value being more important than service value.. It truly is spreading to everything
what they dont realise is that the mountain that they think theyre standing on is now just a stick thats about to break...theyll fall HARD
I used to work for Dell. Sometimes the system would send automated messages even though they shouldn't have been. If there was communication between me and the customer then automated message should've been paused but sometimes it wasn't. It was rare and wasn't happening repeatedly like here where it seems they don't have the human communication connected with automated comms. They seem to be completely separate email threads and that is incredibly stupid when dealing with warranty repairs.
I work for german goverment and my boss has the complete opposite mentality. hes like "its no problem if cant get all your stuff done sometimes....but do your stuff in good quality"
@@NM-lz8xc says someone who couldnt even find germany on a map i bet
@@FireCrack83 Looking at how the people look like I'd say it's located somewhere in the Middle East.
I thing that there is a team on ASUS that check first the chassis of the products, and if there is an issue, they send templates to the customer regarding how much it would cost. if no issue is found, the device is sent to the team that would open the device and check further.
all this to reduce costs by hiring cheap engineers for low easy check (since in most of cases those are the mayority of RMAs that are opened).
I guaranteed some C level executive at ASUS was given the task of increasing RMA turnaround while reducing cost and this is the solution they came up with.
What most likely happening is that on receipt of an item through this process to repair, the initial techs have a flowchart of things to look at to kick out or keep in for the standard process. This process was probably created to streamline the sheer volume of product repair returns in a timely manner. Someone, probably on the chain of succession to yield better returns to the company, had the bright idea to get this flowchart altered just enough to kick out of the free repair process. This then triggers the automatic responses from non-reply email accounts and holding your product hostage that you already sunk a fuck ton of money into in hopes you do not press the issue further. Hell, they probably have a button to auto generate "Customer Induced Damage" on their work terminal.
This reminds me of my friends laptop that was worth $931, it had some problem with its fan and we went to a service center to fix it. They said the IC on the motherboard was burnt and the motherboard needs to be replaced, they charged around $1481 for a $931 laptop lmao. And when we went to another shop they said the only problem it has was the fan was broken and needed to be replaced, and the motherboard was fine 😂😂
One thing to keep in mind about repairs is that you are going to be paying labor costs alongside the parts costs. The laptop may be $931 from the factory, but the repairs needed might be multiple hours of work by a skilled technician, which isn't cheap by itself. The guys doing the repair jobs are NOT the people putting the screws in the stuff in the factory for pennies an hour.
@@ShaggyRogers1 nah not really, the labour cost was about $7-8 on that service center but when i ask about why is it so pricey they said the motherboard was imported so they have tax and stuffs. And the person's that's informing me about the price is not their service guy it's the CS person. I'm laughing more about the misdiagnosed rather than the price really (btw I'm not American I'm Indonesian, the exact price is in rupiah but I converted it to $ so a lot of people can understand it)
@@kodokpi4123 as you say, that is just a cs guy that has no idea what he is even talking about
How hard is the labor that they feel the need to charge hundreds of dollars for it? I've done work in repairing old video game consoles and twice, I repaired my laptop. I'm not saying that they should do it for free, I'm saying that it should be a $70-$200 job.
@@ShaggyRogers1No repair should cost more than the original price of the entire product, especially if the issue is only one of the parts of the product.
They scammed me on the warranty for my $1000 gen 1 ROG phone and I vowed never to touch their products again after.
This can all be boiled down to "employees are incentivized to get more jobs done, rather than getting the job done right".
Applies to every industry, and every company. Some more so than others.
That isn't the stat that is relevant though, otherwise they wouldn't just try to immediately scam the customer for more money. The statistic being incentivized is denying warranty RMA claims.
@@ShaggyRogers1 Not necessarily. It's actually generally rare for such incentives to be the cause, despite how desirable it is to think that big company is scummy (which they are, but oftentimes for different reasons). When an entity gets big enough, there isn't any longer a firm top-down micromanaged incentive like that because it would just create more work for the people who specifically don't wanna deal with this shit, hence why it's very rare and why when companies DO get exposed for blatantly doing it, it's that much bigger of a deal -because then it shows its not a systemic issue of the company, but rather an issue of the board of directors/CEO that are personally responsible (which is where legal liability safeguards stop protecting those in charge).
The reality is that after a certain point of growth, standardized measuring statistics are in place and managed by teams who are managed by people who are hired by those who actually run the company. The longer the line of communication gets, the more the company becomes its own independent entity with good and bad being allowed to grow, cus its simply too big to be properly micromanaged top-down by those who actually commandeer the ship. It's like if a captain had to go around personally verifying that each sailor is doing their job, completing the rigs properly, tying down what needs to be tied down etc. Instead they will have a second in command who forwards the general message which is "tie this many knots, do the rigs in this amount of time, clean the hull during these hours of the day, etc. And what will end up happening is, the larger the ship, the more likely it is that those at the bottom of the line will focus more on doing the task quantity (cus they're just one sailor out of many, who all focus on just keeping their job above all else and don't see the responsibility on their shoulders cus their individual shoulders are small in comparison to the whole crew combined), rather than focus on the bigger picture of what is most crucial for the ship to accomplish: Being sea worthy.
It's why it can be so tough to point the blame in the right place, for the right reasons. And more likely than not this whole issue is simply stemming from ASUS being a fucking big ass ship with so many managers and regional departments and performance metrics put in place by people who likely don't even work there or check the validity of the work throughput caused by those metric enforcements -so someone who has a bad day or just wanna clock out by filling their quota, will see a dent in the case, assume it's been opened and thus with some degree of certainty point it as "customer induced damage from attempt to fix X issue themselves by opening up the product" and just pass it on, in a long line of 100s of RMA products they have to oversee. If shit flies for 1000s of RMA products then what's to tell this employee that the game they're playing is gonna cause issues sooner or later? They don't get the upfront consequence -and thus who's gonna tell the people who put in the metrics, or the people who hired the guys to put in the metrics, that there's an issue? The information string of delay gets exponentially stretched out the bigger the ship is.
Also this is not me saying it couldn't be done out of active malice. It just needs evidence to prove, and 99/100 times malice is just an unintended byproduct of poorly implemented performance metrics. Simple as. So while it's tempting to go with the 1% chance of actual intended malice, I'm gonna weigh it as 99% unintended malice. Which doesn't make the situation good, by any means it's shitty behavior by ASUS and shows they don't have their priorities straight in this regard whatsoever. The conclusion is the same, customer experienced something they shouldn't ever experience. Whether it gets resolved or not is what matters.
this is identical to when you take your car to the shop to get a tire rotation and they tell you that your radiator needs to be replaced before you can have your car back.
Now imagine them adding “If you dont pay us for the radiator, you get your car back with all wheels unscrewed” 🥴🥴🥴🥴
About 10 years ago, i had an ASUS laptop and they did the same thing with the laptop screen! I asked to have it sent back and promptly returned it to Amazon
The handling flow only covered the “happy flow”. Also, they likely sell these at or below manufacturing price so ordered the RMA department to bounce as many repair requests as possible
What Asmongold said about the metric is so real.
I worked previous worked as a senior software support in a top 100 software ( i wont mention the name) listed as one of the fortune 500 that practice these toxic KPI.
The management basically calculate the total amount of ticket that you take per day and how many you close at the end of month. At the end of your shift, it is expected that your queue are empty. Ticket that are "Waiting for customer reply" would not be counted or appear in your queue giving the impression you have cleared your queue for the day.
This give the incentive for everyone to take easy ticket as soon as possible and leave the hard one behind. Since i was one of the most technical guy in the team, most of the time the tough ticket are handed over to me. Since those ticket tend to takes time to solve(the timing are counted from the time it is created even if i am not the original assigned support),my KPI are totally skewed to negative. Most customer also tend to give bad review for these ticket since the ticket already stay in the previous assigned support queue for a few weeks.
Its a total bollock and toxic culture so i left the place even though the pay was good.
"I was afk, I wasn't listening"
Freaking dead 💀
I had a George Foreman grill that I got from Walmart for $21. I had scratched the plates over time and called the manufacturer for replacements. They quoted me $38 plus shipping for the 2 aluminum plates, and it would take 3 weeks to get. I informed them that Walmart still has them in stock. Today.
They were unimpressed.
You do realize you just threatened to give them more money, right?
Why would you expect the manufacturer to have distribution abilities similar to Walmart, the world's biggest distributor?
This just shows you are out of touch lol. A $21 grill’s replacement parts are not something you to go the manufacturer for. A $600 grill? Sure, maybe.
But even then, Amazon will likely have whatever you need.
In today’s world, you need to spend quite a bit of $ to get that old “go to Seer’s and get your Craftsman Warranty fulfilled” kind of experience.
I think the subtext that everyone is missing here is not that they failed to replace the joystick that should be covered under warranty, it was there position that the dent constituted user damage and thus voided their responsibility to honor any warranty claim. Having said that it still bizarre that they didn't make this explicitly clear and also you would think they would have said something to the effect of we can replace the joystick but it will cost you x dollars as well.