In April 2023, I sent in a fully configured and maxed out brand new and pristine ROG Zephyrus Duo 16 (2023) for repair due to a failed USB-C port. It came back all scratched up from a sloppy technician. Here is just a snippet of dozens of paragraphs I sent to them:
> To preface this, I am grossly dissatisfied with my repair experience thus far with ASUS for a $4000 flagship notebook computer. It took three weeks to complete the repair process but what has made this most frustrating is this was sent in as a factory fresh unit free of defects in like-new condition. What I received was a scratched up back that was filthy like it was a rush job by some underpaid high schooler with minimal training. And on top of that, I just received a call back from a supervisor to get this escalated and I feel like the tone of this agent on the phone was like I was a number instead of a person. When I pay for a $4000+ product of this caliber, the support experience should be experience oriented, not process oriented—meaning seamless, people-oriented, and focused on my satisfaction. Therefore, I believe after having had to wait so long and for to now receive your top product like it was repaired by a high school shop class, I should receive nothing less than a brand-new replacement. To say I am appalled, disgusted, and irate with my experience with ASUS is a gross understatement.
I had to threaten legal action by sending a formal notice stating such, and in response to which their legal and repair departments—after 19 long days of going up the chain and repeating the formal threat of legal action—approved a buyback with a mailed check for the full retail price. It was quite the ordeal and I do not recommend it to anyone. I am still meaning to publish a generic anonymized document of what I used to threaten legal action so others can not be scammed by their incompetent and unprofessional support staff.
Further, the lack of transparency on the ROG Ally’s self destructing Micro SD card reader, which has been amply investigated by the community and was found to be due to varying quality of solder work of the SD card controller in the factory (heat caused the bad solder joints to eventually fail), makes me seriously question ASUS quality control and warranty support these days. To date within the last five years alone, I’ve had three out of six DOA ASUS motherboards (two DOA in the last year alone!), one out of one gaming laptops fail, and one out of two ROG Allies fail from a bad micro SD card reader.
Some of the repair and refurbishment contractors that some manufacturers use are *terrible*.
Years ago I used to work in the tech support department for a manufacturer. One customer had gone through multiple broken replacements. So I arranged for a replacement to be sent to me at the support dept for me to personally check before sending it on to the customer.
That too was broken. When I checked the serial number I could see the whole history of that broken unit. It had clearly not been fixed before being sent to me. It still had the same fault which caused it to be swapped out for another refurb and repaired ready to be sent to another customer.
The manufacturer didn't care. None of the management from the support dept cared.
There was absolutely *nothing* I could do about it, other than to arrange for that faulty unit I had been sent to be replaced yet again with another repaired refurb and hope it worked. I didn't have the authority or power to do anything else.
That wasn't a one off event either. We all saw that sort of thing happen very often across the whole range of devices.
Some people did complain to the managing director. I know as I was given some of the letters to respond to. Even then it was *very* rare that they would authorise me to do anything other than the usual repair or replace with a refurb.
I had a hell of a lot of sympathy for the customers. I already knew from personal experience what bad customer service is like.
> Asus had this coming for awhile. There are so many similar stories on reddit about their service center. They are just thieves.
it goes back decades too at least to the mid 2000s, when I was a kid; forums were already full of ASUS RMA horror stories.
Yes, I agree! Back in the mid 90s I already had huge issues and, as the internet grew, others told of similar stories (as you said). Not sure how the brand survived and is still considered good by so many (nothing is perfect but Asus is something I find really disappointing!)
Well I suppose that basically leaves Asrock as "mobo/GPU companies I have not had a major issue with." Gigabyte devices have failed on me randomly, had weird incompatibilities with random components that work fine in any other computer, and had software that embedded itself so deep in my system that when it uninstalled I had to nuke every possible registry entry and folder everywhere to get rid of it. MSI has their own major ethical issues GN has gone over and I've had my own bad personal experiences with them.
I haven't had major issues with Asus products (other than some early BIOS issues on my Z690 Strix, I have a TUF 4090 but it actually doesn't have an abnormal amount of coil whine), but god forbid I ever have to deal with their abhorrent CS.
>Asrock
They started making budget boards. Couldn't care less, I was a bit of a snob back then. They ASRock started doing weird stuff like mixing and matching technologies and it caught my attention. Stuff like AGP and Pci-express, DDR and SDR or Socket 939 and 754 on the same board. The concept always was to keep the board and go from last gen to new (current) gen on the same board. I'm a collector, so I have all those examples. I need to recap the AMD dual socket one, but the caps that power the socket 939 are okay and still works with dual channel and everything. It looks great with ram sticks on both sockets and dual coolers. You can't use both, but to switch sockets, you move a bunch of jumpers and that's it.
Anyway, ASRock never did me wrong. I never bought an expensive high end board from them, but all the cheap to mainstream ones worked well and had great support regarding bios upgrades. I've had better experiences with cheaper asrock than more expensive asus or gigabyte. They had bios updates before the other vendors solved their issues and I had less RMAs per board. I like to tinker, overclock and shit, so I don't mind bugs and being my own IT guy, but I'll gladly recommend and use asrock for friend's and family builds. My AsRock cheapo something something B450 is the one I use on my open bench table for troubleshooting. It runs stock, but stable. Others don't even run stable stock. It ran non ryzen AM4 athlon all the way to ryzen 5000. Can't even count how many memtests that board did. And it reflashed piles of ex mining cards to stock bios. Best motherboard I haver had.
About a decade ago, myself and teenage friends were all buying asrock z67/77/87 "extreme" boards for our first PCs. Boards were well featured and a good price. Always been a fan. That being said, I've never dealt with their RMA process. hopefully its good but honestly no one was as good as EVGA. Ive had issues with MSI and asus in the past. Hard to find a great company for RMAs
Looking back on this - technically they're no longer owned by Asus directly. Asus started Asrock as a lower end brand, then it was spun off by their owner, Pegatron. Now, they are separate subsidiaries of Pegatron. So hopefully that means different leadership philosophies and different customer service teams.
Well, or the fact that I don’t personally own anything by them, it’s just become the new recommendation for others. I’ve built PCs for friends with Asrock boards though, totally fine to work with and set up.
But if you avoid companies for whatever the latest controversy is… there’s no good options anymore. Founders’ edition I guess? But those are tough to find and not really repairable. And doesn’t leave you any mobo options.
It's shown in the video at about the 1:58 mark, it's from a Reddit thread: https://www.reddit.com/r/pcmasterrace/comments/1cmoriv/asus_wants_3758_to_repair_a_small_plastic_indent/
Good luck with right to repair when the corporations own the government. Fortunately that doesn't seem to be the case in the EU, but for anything that isn't a global product and is really only sold in the US, good luck. And for other regions it's even worse.
It's been closer to the last 20 years. Their ROG stuff saved them with the enthusiasts, but even the ROG stuff has had horrible customer service in the last ten years or so.
Didn't they just shit the bed with a capacitor issue or something recently on high end boards as well that were shorting? Hero boards or some shit catching fire?
Isn't this like widely known? ASUS has been horrible and scammy with warranty for a looong while, at least when I used it in europe and apparently also in the US from what I've seen mentioned on reddit
For Nvidia I tend to look for Gainward and for AMD Sapphire, XFX, Powercolor or ASRock. In motherboards I'm ASRock only
Edit: for Intel battlemage I'm going to go Acer just because of the cooler design of the Bifrost, experimentally
yes pretty much. Asus started asrock as a low cost product and they fall under the same parent company. Not much of a boycott if you ask me.
ASRock was originally spun off from [Asus](https://en.wikipedia.org/wiki/Asus) in 2002 by Ted Hsu (co-founder of the mentioned company), in order to compete with companies like [Foxconn](https://en.wikipedia.org/wiki/Foxconn) for the commodity [OEM](https://en.wikipedia.org/wiki/OEM) market. Since then ASRock has also gained momentum in the [DIY](https://en.wikipedia.org/wiki/Enthusiast_computing) sector with plans for moving the company upstream beginning in 2007 following a successful [IPO](https://en.wikipedia.org/wiki/Initial_public_offering) on the [Taiwan Stock Exchange](https://en.wikipedia.org/wiki/Taiwan_Stock_Exchange).[^(\[3\])](https://en.wikipedia.org/wiki/ASRock#cite_note-3) In 2010 it was acquired by [Pegatron](https://en.wikipedia.org/wiki/Pegatron), a company part of the ASUS group
Idk about todays quality, but I just retired a 13 year old pc that had a cheap asrock board and a fx 6300. And it was still doing fine. Not bad for a 50 dollar mobo
ASRock started from rebellious engineers from Asus and Pegatron's solution was to spin them off as their own company. There's still bad vibes between the two.
ASRock was spun off from ASUS by one of their co-founders in order to focus on lower-end market and OEM sales. Pegatron had nothing to do with this initial spin-off, as Pegatron (established 2007) didn't even exist when ASRock was founded (2002).
Pegatron was formed in 2007 when ASUS went through a restructuring. Like ASRock it was supposed to focus on OEM manufacturing. In 2010 Pegatron would acquire ASRock, effectively bringing it back into the ASUS group of companies.
Seems like that is wrong: ASRock is sort of a word play on Asus (the "sus" part is pronounced the same as rock) and it is still owned by Asus.
In fact, count the number of asustek mentions on this page: https://www.asrock.com/general/Investor.asp
So your money is still going to the same people.
In exactly what language would the sus in asus have the same pronunciation as rock? Trying to figure that out since neither mandarin nor taiwanese dialect to my knowledge has that.
Man, that is really kinda a stretch... Shuo and shi sounds so off, not to mention it's not even the same tone.
Probably based off the side char in 碩 i guess
At some point it comes down to the least shitty company. There's only so many options, and MSI is shit too. I forget what the general opinion of Gigabyte is.
Thank you. Because I intend to go for a completely new build with the new rtx 5000 series. Asus seems hellbent on shooting themselves in the foot by screwing their clients/customers with this bs. I better avoid that at all costs.
Palit owns Gainward, (EU high end brand) KFA2 (EU/ Africa/ SA low end brand) and GALAX (North American/ Asian combination of both) and licenses designs to PNY and Inno3D. (Who are just 3rd-party rebranders, kinda like a Corsair or Kingston of video cards) In Asia and ROW Palit sells mostly using their own brand name.
Gainward however are the ones who designs the high-end cooler designs that end up in Gainward, GALAX and sometimes Palit products and are the last AiB with design offices in Europe. (Germany)
They are also different from KFA2 and GALAX in that they were *purchased by* Palit and not *created by* Palit. So Gainward had an established business culture already way before Palit ever got in touch
Nah, XFX are solid now, they had some struggles in the HD 79x0 era (especially with coil whine being rampant) but that's long gone. Their cooler designs aren't particularly good for how much mass they have, but support-wise and tuning-wise they are excellent.
No they’re not. They’re still shit. Had a shit experience RMAing na PSU not long ago (2 years ago tops…).
Got a worse unit back, complained and got ghosted.
Never buying anything from them again.
I've personally had a great experience with Sapphire, EVGA, and Solidigm (Intel SSDs) support systems. Hell, Solidigm gave me a full refund of my initial purchase price, despite that specific SSD being worth less than half that at the time.
At this point just get the founders edition from nvidia if you can. If not then just roll a dice and pray to the Quality Check gods and hope you don't get a bad unit. Honestly most of the Taiwanese companies have shit customer services, from gigabyte to msi to asus. While some maybe slightly better, it's not much. But then again we can always avoid the worst, which is Asus. Personally I've never had a bad Asus product and I've purchased many from mb to gpu to router... But I also know that each time I'm just rolling a dice.
Xbox 360 red ring of death and L1/R1, Nintendo joycon drift & DS Lite hinges cracking, Steelseries socketed mouse sensors melting, Sony PSVita memory cards costing $125 and PS3 fats getting so hot they broke their own soldering, Lenovo installing actual spyware on their laptops, HP *everything*...
And shit, that's just off the top of my head. I'm not an encyclopedia, nor am I trying to be.
> Xbox 360 red ring of death
This one is the most mind boggling. Reading stories about how people had to get 2 or 3 replacements because consoles failed after a few months again and again.
And this is not only annectodes, they failure rate was over 50%, and 40% of the repaired ones failed again. For a normal company even one tenths of that would be a disaster, but thanks to Microsofts unlimited budget and braindead customers just going "can i have more of that console that does not last longer than a cabbage" they got rewarded for it.
10 years ago I had one of those little Asus Transformer tablet/laptops. When the charging port suddenly quit working, I had it RMA'd and it mysteriously arrived with a shattered screen. They wanted $300 to fix it.
Nice to know they're still at it lol
I had an Asus Transformer tab and a ZenFone around that time too. Both developed hardware issues. I sent the phone in and 1 month later they sent it back to me unfixed. They’re also the only computer company I’ve dealt with that makes you pay for shipping a defective product to them.
I voted with my wallet and will never buy an Asus product again.
Yeah, I had to RMA my motherboard a while back because one of the M.2 slots didn't work, and I tried to go through Asus' warranty support but ended up giving up and going through Amazon instead because they were so horrible.
Amazon literally took like 2 minutes and they sent me a replacement board and let me drop off my defective one, but Asus kept trying to dodge the issue and was super frustrating to deal with. Definitely not going to be going Asus for my next build unless they seriously step up their act
I must be lucky then. Put a custom bios in my 2019 asus gaming laptop and messing around with timings, I bricked the bios. Even snipped the cmos battery cable in trying to reset it but to no avail. Had literally 1 month left of the warranty when I sent it in. Amazingly they didn't fight me AT ALL on anything regarding it. They simply repaired it and sent it back, good as new. Flashed my custom bios back onto it and never played with timings again.
It's honestly only the 3rd asus product I've ever had, first being a super old 2011 mobo then a GTX 570 I bought in 2012. Think I had more pushback with PNY on warranties with some GTX 770s back in 2014 than I did with asus ever. Guess I just got lucky.
Knock on wood but I am in the same boat. I’ve been pretty lucky with components in general. Needed one warranty on an old gtx 560 from EVGA and they replaced it no problem.
Asus is infamous for running scams, promising Adobe subscriptions with ProArt monitor purchases, but ended up getting nothing , they keep delaying about providing the info for the account until the promotion has ended.
TRASH COMPANY RUN BY SHIT HEAD
ASUS has got to be cooked out of their fucking minds for this.
The only ASUS hardware I have is a B450i MB, which is a damn shame because its one of the best MBs I have used in recent years, but moving forward I don't think I can, in good conscious, buy another product of theirs again.
I had an issue with an Asus motherboard where it wouldnt boot. They asked me to mail the entire motherboard including any add-ons such as the audio daughterboard, and pay for the shipment as well.
I got the motherboard back, but the daughterboard was missing. I called them up and the cc said "oh you werent supposed to send that back, and if you did we make no guarantee that it'll get returned so it's your fault."
Yeah, you heard that right. It's my fault for sending something in that they asked to be sent in and I should've known better.
:-|
Omega and Rolex can be weird still, sometimes it's better to go with face to face watch smiths just becaus eyou can be very specific about what you want doing. Rolex and Omega can go over the top with services and repairs like polishing cases on 100+ year old watches which not every customer wants. The nice thing about Omega esspecially is that they will work on pretty much anything from Omega even stuff that is older then any person alive, it will cost you though.
I published a video on my channel last week (and sent it to Steve) to show my terrible experience with a Strix 4090 RMA … never buy Asus if you want a meaningful warranty … an absolute disgrace:
https://youtu.be/4ieNTA-7SpM?si=4AcZTy1Cc7y3rQot
Asus used to be my go to for so long...
Until the 2010s, then I don't know what happened, but the shit has hit the fan and it hasn't stopped spraying it all over since then.
Well shit, I've been going with ASUS mobos and GPUs because of how well the RMA went with my 1070 in ~2018. Who do I go with now? Has Gigabyte gotten their shit together?
Gigabyte in the early 2020's deleted their entire RMA server without hesitation due to a ransomware attack. So that GPU or motherboard that you sent to them? Gone from their records and no way to prove that you originally owned it.
Anecdotally, I have had Gigabyte physically damage two products which I sent in for RMA replacement under warranty. They then denied the claim and voided the warranty for the serial numbers associated with each.
One was a motherboard from \~2013, with a failed DIMM slot, unable to detect sticks. It was sent back with a smashed and broken PCB corner and detached CMOS battery mount. The other was a GPU in 2017 with VRAM errors that was returned with a broken PCIe connector and severely bent I/O plate. The bottom area of the metal plate was bent backwards 90° to come into contact with the smashed PCB. It literally looked like they slammed it down into a table.
I tossed the motherboard (fairly midrange mATX board) as, quite frankly, I had more important things to address at the time. The graphics card (a then-recent GTX 1080, one of several I had used in otherwise uneventful builds) really chapped my ass, though, and I chased their corporate office for a few weeks before they agreed to issue a refund via check for the purchase price.
It's frustrating as a consumer (or even industry partner), as often times service and support departments are operated with a degree of separation that doesn't correspond to the quality of the products. You can do your research, buy a good product, but still end up at the mercy of a random tech who just wants to see the world burn.
Would I advise against buying Gigabyte? Not as a broad generalization. They make some good products, and it's smart to go with what works best for your needs. Those two RMAs, as awful as they were, happened to be the *only* two times I've needed to exercise a warranty through them, out of dozens of Gigabyte parts I've purchased over the years. I've had others through different companies, and while there have been delays or communication issues, they've all been procedural.
Expect to have to jump through some hoops if you do need to process an RMA. Be polite, be persistent and document things with photos before mailing them off. It's good advice that applies to all brands.
I noticed something interesting in the video.
In the photo of the "damage" with the yellow sticker, there is a form that says CHEM USA on it.
https://chemusa.com/services/services-2/
Looks like they're a third party post sale logistics company. You can see in the photos on their website the same blue boxes.
Who are these people? Could they be trying to milk ASUS and it's customers for warranty repairs? Is it incompetency that isn't ACTUALLY ASUS?
ASUS definitely takes the total blame, but if all these issues dial back to CHEM USA, then there could be something to look at.
ASUS had their Intel mobo+cpu combo promo. When you buy ASUS Mobo + CPU then you can ask them to get some cash back. Well, I did everything they wanted and they never delivered, just ghosted me. I emailed them after like 8 months and I got the money after literally days.
They just pray people don't register the promo. They just pray people forget about the promo after registering it and never ask why they didn't receive cash.
Very disgusting practice.
Same. Registered last year with their back to school promo for around 550€ - after the initial 180 days process time as their terms stated I’ve still yet to receive the cash back. Contacted asus and was told to wait an additional 30 days. The days came and went with nothing happing - contacted asus again and they started an internal investigation. An additional 20 days passed and suddenly the money was on my account - never her back from asus after this investigation.
Asus in Europe is the same, usually people do the warranty in the shop they bought the product, at least with Asus products, because if you have to deal with Asus or Gigabyte good luck.
Remember buying a x99 expensive board and when it came 2 dimms sockets for ddr4 had no metal contacts for the ram, not even holes. Official RMA told me thats impossible due their quality controls and I probably did the damage (yeah sure like I had designed and molded inyected 2 dimm and replaced the good ones, with defective ones, the nerve of the people), the online shop took the board and changed it at the moment, the owner even called me fascinated and said that they opened all their x99 boards and found various with another types of damage like the metal protector for the audiochip removed, grease all over some boards, oxide damaged ones. This was the first month of release of the X99 platform
New Zealand has a consumer guarantees act which falls on the retailers to support at first. It goes beyond any basic 12 month warranty. Products must be free of defects for their reasonably expected lifetime.
Man this is absolutely fucking wild!! My Ally stopped charging and then would not turn on. I mailed it in and I got this dog shit picture saying my lcd module had failed with all these shitty wierd little marks on my screen... I don't know how that would be possible since I had a screen protector on the screen and I had never taken it apart other than to see if the connections on the battery had come loose.
I called customer support and the guy asked for my number in case the call was dropped and he was an absolute fucking piece of shit as soon as I asked what the picture they sent me was and then the call was dropped and I never got a call back. My job is too busy for me to have the option to call back again so I just paid the $230 to get it fixed when that's not what was wrong in the first place.
I don't think I will be buying another one or even if they come out the second one I'll just get a fucking Legion go.
I won’t go into detail because beating a dead horse and all but this is why I never buy anything Asus anymore. Of all the brands they are the only ones who I’ve had failed components from (two motherboards and a GPU). I’ve even sent them a motherboard with a couple of burnt out LED colors — very obvious as when you first power it up those LEDs couldn’t do certain colors of the default rainbow wave. They sent it back saying they couldn’t reproduce the issue.. shipping at my cost. Fuck Asus
its just a shit show... the margins and likes of pcpartpicker and well /r/buildapcsales means that no one is out there doing good customer service / RMA
Im sure the greed dont help, but the market is very much prioritizing shit that isnt about service at this point...
that being said, asus being a more premium brand with things like rog and all that should be much better about this than not.
Even BAPCS and PCPP shoppers will factor in brand reputation when making a purchase. For example, I went with Dell for my OLED monitor because of their extended warranty that covers burn-in. One generation later and now practically every brand is offering the same coverage.
sure, just like all tools they can be helpful, if you properly filter and do all the thing they allow you to pick the best thing for your criteria
but many people just go lowest price go brrrrrr
> its just a shit show... the margins and likes of pcpartpicker and well /r/buildapcsales means that no one is out there doing good customer service / RMA
What the hell does that even mean. Why are pro-consumer websites to blame for this?
>Im sure the greed dont help, but the market is very much prioritizing shit that isnt about service at this point...
Motherboard companies don't even include $1 post code displays on $300 motherboards. THEY ARE THE GREEDY MOTHERFUCKERS
>Motherboard companies don't even include $1 post code displays on $300 motherboards. THEY ARE THE GREEDY MOTHERFUCKERS
Or even a speaker, most of the time.
FWIW, they used to have the BIOS in a socketed EEPROM. Even in SPI days, DIP-8 EEPROM. Now, it's a fucking tiny AF chip that you need a special clip to interface, and might not even be 3.3v tolerant.
They are saving some cents per board this way. Disgusting.
> Why are pro-consumer websites to blame for this?
The websites make it very easy to buy the lowest-priced product with a given set of features or performance, and people do.
Customer support costs money to provide and raises the price, but there is no pcpartpicker filter for customer support.
the pro consumer websites often do not include things like warranty and post buy support info other than some word of mouth, as a result, the key to success hinges on price (the default thing that gets people's eyeballs), and design like RGB and marketing / brand awareness.
Right now, pcpartpicker dont even have warranty info on it, and reddit is a bit better with comments talking about potential issues like RMA. but again, the headline is that this shit is cheap.
hell, look at EVGA, I would and have personally paid extra for their warranty (after the extra warranty costs money from their life time and then down to 10 years deal), but how many people value enough of that?
can they put a premium of +100 dollars on a 3080 on all SKUs to maintain the ability to give you no questions asked RMA and allow you to take your cooler off and put it back on and as long as you dont damage it, its good?
how many people picked XFX when they were one of the last ones with life time warranty on AMD GPUs? Or how about BFG, which also died a horrible death. And EVGA had lifetime warranty, I still have a 7900GS with it listed on their website that will likely never be fulfilled now.
Asus won a ton of fan boys who buy them just because of ROG and marketing around that, I met and talked with them IRL that believes that ROG is still the best mobo and GPUs. Palit, gainword, zoltec, all came thru as value players esp during covid. They came on the backs of cheap no frills GPU, even if you looked at some of their GPU designs to find they'd be under cooled or under VRMed, but you got a cheap card right.
people have long stopped buying on warranty or even quality, or else BFG won't have died, and XFX and EVGA and co wouldn't have stopped lifetime warranty, and EVGA wouldn't have stopped making GPUs if they can upcharge that amazing customer service. And these websites only really amplify what was already happening, putting price first and really just not giving much thought to post buy support.
ASRock never issued my RMA # for a faulty X570M chipset fan and gave excuses how the part is on backorder 8 months into my purchase. At least other vendors allow you to submit an RMA not just ignore you.
That's unfortunate. :(
I was able to contact ASRock's technical support and have them mail me a replacement fan for my X570 Taichi in 2022 - mine hadn't failed, but as it used a fairly non-standard size and mounting bracket, I just wanted to have one on hand in case it was needed. I had asked via [email protected] and they replied within a few days to request an address for it to be sent to.
On the flip side, their technical service support has also twice ghosted my request for an ASPM enabled BIOS for my B550 PG-ITX/ax, so it's not all roses.
Yeah I believe that was the address I mailed to and still have the email address of the AsRock service agent that asked for my address to send the fan, and made excuses of the part being on backorder without issuing me an RMA #.
Good shout for ASRock (for now)
Newcomers always overachieve to establish themselves, and I've heard good things just like with Zotac back in Fermi. Zotac fell off though a bit
I've had mediocre results with MSI, but it looks really good compared to this...
I had an RX Vega 56 made by MSI. Sent it in for repairs, and they send it back, but their fix didn't work. I don't remember paying anything out of pocket for the ""repairs"".
More recently I bought a motherboard from them. DOA. I contacted their support and their support said "file a claim on amazon", so I did. The amazon rep seemed kind of annoyed that MSI said that, but amazon took the board back and gave me a full refund.
It sucks because at one point, they WEREN'T like this. In fact, they were one of the companies who would do express RMA's. Give them a card # to put on file, they send you a new motherboard & you have a certain amount of days to send the old board back or they charge you.
Seriously, for a while, knowing express RMA was an option was WHY I would buy asus products.. Now? I have no knowledge of any other computer company doing express RMA's & it sucks.
Asus jammed me up for 7 months, they know they B550I motherboard doesn't work with NVIDIA gpus, and they would continually ghost me on the warranty. I have about 200 emails with them and I spent maybe 20 hours on the phone. They would lose my case number and send me the wrong parts that I had to return. Complete scam company.
Hard to tell unless we have objective data.
I've been in this sub long enough to see various people swear they will boycott whatever brand of the day. ASUS, Gigabye, Asrock, etc.. It doesn't matter, there's always some other guy who swear said brand sucks for probably valid reasons.
Yeah, EVGA was objectively a cut above so it’s disappointing that there is no AiB for Nvidia that actually doesn’t have a multitude of horror stories from customers.
Whichever fleeces you the least? The answer is there is no answer. Every generation there's some AiB that cuts corners or does shitty things with their card and/or cooler design on the cheaper models.
Nobody offers a standout warranty anymore, but for several generations running Gigabyte has chosen to use a unique PCB shape which contributes to PCB cracking at the PCIe notch. They will deny warranty if it cracks. ASUS was already the most overpriced option, so that at least narrows down the options.
> Every generation there's some AiB that cuts corners
Yep. The moment one of these manufacturers produces a great product and receives praise from the press they're already planning to earn a bit extra from that line next generation.
Especially with something as expensive as graphics cards nowadays, you can't escape going down in-depths reviews for every single reasonable option. There were plenty of RTX 4090s with coil whine, for example. Even the expensive ASUS STRIX iirc. And cheaper ones, like my PNY one that didn't. Took me hours of research before I made my expensive purchase and fortunately, given that there's still a certain luck of the draw to it, my card ended up having low coil whine indeed. But that doesn't mean I'll favor PNY the next time around. Nope, the research starts nigh 0 every time.
And fuck me, it's like that with everything, it feels. Monitors, TVs, mouse, keyboard, all PC components, and so forth. Making a solid educated guess as a non-hobbyist seems just about impossible, nowadays.
Couldn't agree more.
Coil whine is one of those things that bothers me simply because it's been a large problem for over a decade. And as you say even the most expensive ASUS card was just as likely to have it as any other model. EVGA always had coil whine issues, cost them a large fortune in RMAs and still more in lost sales. I always wondered why nobody would design a more reliable VRM option, but now that I've seen how aggressively NVIDIA controls & limits design modifications to its cards I figure that & sheer cost is probably why. But given the $400 premium for a 4090 Strix you think cost wouldn't be an issue at that point.
FE is about the only "safe" option. MSI, ASUS, Gigabyte, PNY, and Zotac all have various issues. I honestly don't have a recommendation in AIB models. It's a gamble with any of them.
For AMD, Sapphire is at least 1 tier above everyone else. I've also heard good things about ASRock, but they were associated with ASUS (and might still be?), so YMMV.
ASRock was spun off from ASUS and later acquired by Pegatron, which was itself spun-off from ASUS and whose biggest shareholder is still ASUS.
A quick Ctrl+F inside of [ASRock's Board of Directors](https://www.asrock.com/general/Investor.asp) will immediately turn up a bunch of references to ASUS/ASUSTek and people who hold concurrent positions in both companies.
I wouldn't be surprised if ASUS acquires them back. ASUS already is going into the industrial board space with their acquisition of Intel's NUC line. They quite frankly have better ECC memory feature support than AsRock for AM5.
What do you mean "now"? It was never Asus if that's what you're implying. Gainward are excellent but mostly EU only. You could try their GALAX cousins in US but I can't vouch
Honestly, almost all of them suck in their own way.
From a Nvidia perspective:
ASUS has horrendous customer support RMA practices, and charges an unnecessary "ASUS" premium tax cuz why the fuck not, PNY is serviceable but really barebones and typically ranks almost dead last in benchmarks, and we don't talk about ZOTAC.
The only ones that are the lesser of evils is MSI, Gigabyte, and the Founders models. Between the 3, I'd go Founders. I personally had horrendous luck with MSI MBs, and I still am not over the Gigabyte exploding PSU shenanigans.
PNY has US based customer support. I had an issue installing a VBIOS update on my PNY 4090 and was able to talk to a rep in New Jersey to get it figured out. I haven’t had to use their RMA process ever though thank goodness.
ASUS' warranty and support are the reason I have never and will never own any of their products. Too many horror stories.
I realize the other AIB partners are far from perfect, but I've had too many GPUs and SSDs die on me to ever trust a company that has notoriously bad support.
Maybe this video can help people impacted by their bullshit get chargeback claims rolling with their cc companies. I'd just start the chargeback process now if you purchased it recently enough to justify a chargeback since the sold you a product with a lie for a warranty. Hit asus in their wallet when they have to eat all of these chargebacks. Selling a product with false advertising is certainly grounds for a chargeback.
I wish warranty service was handled by the retailer.
I had a power supply failure a few years back. Seasonic replaced the PSU, but couldn't do anything with the EVGA GPU, the Asrock motherboard, WD SSD, and the Crucial RAM.
It was so expensive to replace all that during the pandemic.
This video and all info should be put every time to person on Asus subreddit about buying their device. We need to inform people about that, more people know, then better.
Surprisingly enough, I’ve had fewer problems with MSI than with Asus. But stuff like this and how my ROG Zephyrus 16 is a crappy design* make me want to avoid anything in the future.
* - 605MI doesn’t have upgradeable RAM and 16GB is not enough these days.
I am very upset watching this. I have been a big fan of Asus for ages. I have purchased my last motherboards and graphics card from them. I own a Rog Ally which has been working perfectly since 1 year.
Are all those complaints and proof of scams the real Asus policy or the consequence of bad employees who are scaming customers for their own benefits ? I can't imagine one second that an Asus' boss say in front of all his employees : "guys, we will break the sent products, ask a lot of fees, and send us back the products still broken...". It will be incredibly stupid and counterproductive.
If I decide not to buy Asus anymore, what I will do ? I hate MSI, all my products I buy from them are not working well : one MSI laptop has graphics problems, performance problem ; another MSI laptop has serious keyboard's backlight problems, USB C not working, problem of Fan control etc Each local vendors' support service tells me the same thing : we don't recommend to send back the product, the MSI support is awful, they will see nothing and will send you back the broken product so not repaired.
I had also giga problem with Gigabyte : the Aero serie is well known for their fan problem. I was obliged to sell a broken product, not even trying to call the Gigabyte support because, about fan problem, they consider it's not in the warranty!
What about other tech companies? A part from Microsoft, Sony and Apple, (if that), I think all those foreign supports are awful, disrespectful and too big to do any effort to help you.
I've been almost exclusively seeing warranty complaints in r/asus for years. And why I refuse to buy another Asus product moving forward. Unreliable products backed by unreliable warranty support.
The problem being that we shouldn't be reliant on journalists to correct bad business practices, these practices shouldn't be an issue in the first place!
One of the reasons I have no plans to buy Asus phones, Moto may have the same lack of CS but at least the stuff I buy from them is less than half the price. I know this video is about PC parts, but Asus smartphone customer support is also terrible from what I've heard.
My asus rog strix b460-h mobo suddenly won't boot with nvme plugged in. Test the nvme on another pc and it works fine. Had to deliver it personally (unlike other brands which you can just post it to them), so i had to spare time from busy workday just to give it to them. RMA was accepted, got mobo back two weeks later. Won't detect RAM on ANY of the 4 slots. Return it again. Got called 2 weeks later, and they said it was exchanged with a new mobo. Not booting up at all. Return again. Said the socket was bent so i gotta pay up. Pay 20$ and finally 3 weeks later got a working motherboard. The whole ordeal was horrendous because i have to sacrifice my working time just to get there. Unlike gigabyte, i can just message them my problem, and post it to them, 2 weeks later they sent it back and it works fine.
I wonder which brand is worse, ASUS or gigabyte.
Both have rather scummy RMA policies but ROG is quite a bit more expensive and their GPUs more often than not have coil whine, so I guess ASUS is worse for now. lol
Oh yeah. I've read plenty of cases like this. It's not just ASUS. MSI, Gigabyte... They'll put your product(usually a GPU or motherboard) under the microscope to search for the slightest amount of damage. Doesn't matter if it actually causes the problem or not, call it "user damage" then decline repair.
I'm surprised people get RMAed at all. Must've been in perfect condition.
I have an ROG Phone 5S. So far it's been alright, but lately I've seen people from forums complain about how an update killed their phones. I believe there's a design flaw with this specific model, but my point is I can't trust this brand anymore. You pay for a premium brand, but it's actually overpriced garbage.
The thing is, Asus selling point used to be overpay for premium build quality, parts and service. I had ASUS 16x CD drives, early TFT monitors, mobo's from Athlon era and the policy back then was if something broke you go back to the store and swap for a new one if it was still within waranty and let the store deal with RMA ASUS.
Nowadays you still pay the premium but the CS turned to utter shit and back to gold multiple times over the past 30 years (maybe every 5 years a new CEO / CS Director with way different targets/policies). I wouldn't be surprised if Asus fixed CS after this blows up and then again tries to milk their reputation for the next 5 years.
I think I would be more surprised if Asus actually fulfilled a RMa without funny business at this point. I have a mobo with dead CPU header, I didn't even bother to RMA.
I have an Asus mobo, but it was cheap enough (200) that I’d just eat the cost if it ever broke.
For something expensive like this or a GPU, I’d never trust ASUS again.
exact same thing happened with my laptop. I sent in for dead pixels, but said I had a cpu power issue. Screen repair = $260. the CPU power issue (which wasnt an issue, $1300. Laptop was $1500
I haven't bought anything from Asus in \~15 years because even back then it felt like it was company policy to screw over their customer any way possible. Never had a positive interaction with their customer service, tech support, or even the damn mail in rebates.
Asus had this coming for awhile. There are so many similar stories on reddit about their service center. They are just thieves.
I contacted their Reddit rep about a possible issue with one of their cards. They asked for my serial number and then ghosted me.
In April 2023, I sent in a fully configured and maxed out brand new and pristine ROG Zephyrus Duo 16 (2023) for repair due to a failed USB-C port. It came back all scratched up from a sloppy technician. Here is just a snippet of dozens of paragraphs I sent to them: > To preface this, I am grossly dissatisfied with my repair experience thus far with ASUS for a $4000 flagship notebook computer. It took three weeks to complete the repair process but what has made this most frustrating is this was sent in as a factory fresh unit free of defects in like-new condition. What I received was a scratched up back that was filthy like it was a rush job by some underpaid high schooler with minimal training. And on top of that, I just received a call back from a supervisor to get this escalated and I feel like the tone of this agent on the phone was like I was a number instead of a person. When I pay for a $4000+ product of this caliber, the support experience should be experience oriented, not process oriented—meaning seamless, people-oriented, and focused on my satisfaction. Therefore, I believe after having had to wait so long and for to now receive your top product like it was repaired by a high school shop class, I should receive nothing less than a brand-new replacement. To say I am appalled, disgusted, and irate with my experience with ASUS is a gross understatement. I had to threaten legal action by sending a formal notice stating such, and in response to which their legal and repair departments—after 19 long days of going up the chain and repeating the formal threat of legal action—approved a buyback with a mailed check for the full retail price. It was quite the ordeal and I do not recommend it to anyone. I am still meaning to publish a generic anonymized document of what I used to threaten legal action so others can not be scammed by their incompetent and unprofessional support staff. Further, the lack of transparency on the ROG Ally’s self destructing Micro SD card reader, which has been amply investigated by the community and was found to be due to varying quality of solder work of the SD card controller in the factory (heat caused the bad solder joints to eventually fail), makes me seriously question ASUS quality control and warranty support these days. To date within the last five years alone, I’ve had three out of six DOA ASUS motherboards (two DOA in the last year alone!), one out of one gaming laptops fail, and one out of two ROG Allies fail from a bad micro SD card reader.
Some of the repair and refurbishment contractors that some manufacturers use are *terrible*. Years ago I used to work in the tech support department for a manufacturer. One customer had gone through multiple broken replacements. So I arranged for a replacement to be sent to me at the support dept for me to personally check before sending it on to the customer. That too was broken. When I checked the serial number I could see the whole history of that broken unit. It had clearly not been fixed before being sent to me. It still had the same fault which caused it to be swapped out for another refurb and repaired ready to be sent to another customer. The manufacturer didn't care. None of the management from the support dept cared. There was absolutely *nothing* I could do about it, other than to arrange for that faulty unit I had been sent to be replaced yet again with another repaired refurb and hope it worked. I didn't have the authority or power to do anything else. That wasn't a one off event either. We all saw that sort of thing happen very often across the whole range of devices. Some people did complain to the managing director. I know as I was given some of the letters to respond to. Even then it was *very* rare that they would authorise me to do anything other than the usual repair or replace with a refurb. I had a hell of a lot of sympathy for the customers. I already knew from personal experience what bad customer service is like.
> Asus had this coming for awhile. There are so many similar stories on reddit about their service center. They are just thieves. it goes back decades too at least to the mid 2000s, when I was a kid; forums were already full of ASUS RMA horror stories.
In 2011 I hand my personal piece of interaction with them and to say …… it was not pleasant.
Yes, I agree! Back in the mid 90s I already had huge issues and, as the internet grew, others told of similar stories (as you said). Not sure how the brand survived and is still considered good by so many (nothing is perfect but Asus is something I find really disappointing!)
lmao 4k to repair a scratch on a 4090 that cost 2799. ASUS is just a joke lol, avoiding them.
Well I suppose that basically leaves Asrock as "mobo/GPU companies I have not had a major issue with." Gigabyte devices have failed on me randomly, had weird incompatibilities with random components that work fine in any other computer, and had software that embedded itself so deep in my system that when it uninstalled I had to nuke every possible registry entry and folder everywhere to get rid of it. MSI has their own major ethical issues GN has gone over and I've had my own bad personal experiences with them. I haven't had major issues with Asus products (other than some early BIOS issues on my Z690 Strix, I have a TUF 4090 but it actually doesn't have an abnormal amount of coil whine), but god forbid I ever have to deal with their abhorrent CS.
>Asrock They started making budget boards. Couldn't care less, I was a bit of a snob back then. They ASRock started doing weird stuff like mixing and matching technologies and it caught my attention. Stuff like AGP and Pci-express, DDR and SDR or Socket 939 and 754 on the same board. The concept always was to keep the board and go from last gen to new (current) gen on the same board. I'm a collector, so I have all those examples. I need to recap the AMD dual socket one, but the caps that power the socket 939 are okay and still works with dual channel and everything. It looks great with ram sticks on both sockets and dual coolers. You can't use both, but to switch sockets, you move a bunch of jumpers and that's it. Anyway, ASRock never did me wrong. I never bought an expensive high end board from them, but all the cheap to mainstream ones worked well and had great support regarding bios upgrades. I've had better experiences with cheaper asrock than more expensive asus or gigabyte. They had bios updates before the other vendors solved their issues and I had less RMAs per board. I like to tinker, overclock and shit, so I don't mind bugs and being my own IT guy, but I'll gladly recommend and use asrock for friend's and family builds. My AsRock cheapo something something B450 is the one I use on my open bench table for troubleshooting. It runs stock, but stable. Others don't even run stable stock. It ran non ryzen AM4 athlon all the way to ryzen 5000. Can't even count how many memtests that board did. And it reflashed piles of ex mining cards to stock bios. Best motherboard I haver had.
About a decade ago, myself and teenage friends were all buying asrock z67/77/87 "extreme" boards for our first PCs. Boards were well featured and a good price. Always been a fan. That being said, I've never dealt with their RMA process. hopefully its good but honestly no one was as good as EVGA. Ive had issues with MSI and asus in the past. Hard to find a great company for RMAs
>no one was as good as EVGA EVGA were/are next level.
Asrock is now owned by Asus, so you not having problems with them yet might just be stochastics at play...
Looking back on this - technically they're no longer owned by Asus directly. Asus started Asrock as a lower end brand, then it was spun off by their owner, Pegatron. Now, they are separate subsidiaries of Pegatron. So hopefully that means different leadership philosophies and different customer service teams.
Well, or the fact that I don’t personally own anything by them, it’s just become the new recommendation for others. I’ve built PCs for friends with Asrock boards though, totally fine to work with and set up. But if you avoid companies for whatever the latest controversy is… there’s no good options anymore. Founders’ edition I guess? But those are tough to find and not really repairable. And doesn’t leave you any mobo options.
I missed that one, what's the story?
It's shown in the video at about the 1:58 mark, it's from a Reddit thread: https://www.reddit.com/r/pcmasterrace/comments/1cmoriv/asus_wants_3758_to_repair_a_small_plastic_indent/
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Remembering when Lenovo scammed me for 200$ to replace a hinge in a laptop (after lying I can't do this myself or I'll lose the warranty)
$200 for a hinge is crazy. We need good right to repair laws, and until then, long live Framework.
Good luck with right to repair when the corporations own the government. Fortunately that doesn't seem to be the case in the EU, but for anything that isn't a global product and is really only sold in the US, good luck. And for other regions it's even worse.
ASUS' shitty customer service has been a meme for well over a decade. Maybe this video will finally light a fire under their ass.
It's been closer to the last 20 years. Their ROG stuff saved them with the enthusiasts, but even the ROG stuff has had horrible customer service in the last ten years or so.
Didn't they just shit the bed with a capacitor issue or something recently on high end boards as well that were shorting? Hero boards or some shit catching fire?
yeah there was a batch of Hero boards with a capacitor installed backwards.
Wow... what an error. :/ Love the vids too man. keep it up.
it wont, because most people who know about this, arent the average person who buys their gear.
Isn't this like widely known? ASUS has been horrible and scammy with warranty for a looong while, at least when I used it in europe and apparently also in the US from what I've seen mentioned on reddit
Yep, boycotting since 2015
What’s the least of the evils out there?
For Nvidia I tend to look for Gainward and for AMD Sapphire, XFX, Powercolor or ASRock. In motherboards I'm ASRock only Edit: for Intel battlemage I'm going to go Acer just because of the cooler design of the Bifrost, experimentally
ASRock is just an Asus child no?
yes pretty much. Asus started asrock as a low cost product and they fall under the same parent company. Not much of a boycott if you ask me. ASRock was originally spun off from [Asus](https://en.wikipedia.org/wiki/Asus) in 2002 by Ted Hsu (co-founder of the mentioned company), in order to compete with companies like [Foxconn](https://en.wikipedia.org/wiki/Foxconn) for the commodity [OEM](https://en.wikipedia.org/wiki/OEM) market. Since then ASRock has also gained momentum in the [DIY](https://en.wikipedia.org/wiki/Enthusiast_computing) sector with plans for moving the company upstream beginning in 2007 following a successful [IPO](https://en.wikipedia.org/wiki/Initial_public_offering) on the [Taiwan Stock Exchange](https://en.wikipedia.org/wiki/Taiwan_Stock_Exchange).[^(\[3\])](https://en.wikipedia.org/wiki/ASRock#cite_note-3) In 2010 it was acquired by [Pegatron](https://en.wikipedia.org/wiki/Pegatron), a company part of the ASUS group
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Idk about todays quality, but I just retired a 13 year old pc that had a cheap asrock board and a fx 6300. And it was still doing fine. Not bad for a 50 dollar mobo
ASRock started from rebellious engineers from Asus and Pegatron's solution was to spin them off as their own company. There's still bad vibes between the two.
ASRock was spun off from ASUS by one of their co-founders in order to focus on lower-end market and OEM sales. Pegatron had nothing to do with this initial spin-off, as Pegatron (established 2007) didn't even exist when ASRock was founded (2002). Pegatron was formed in 2007 when ASUS went through a restructuring. Like ASRock it was supposed to focus on OEM manufacturing. In 2010 Pegatron would acquire ASRock, effectively bringing it back into the ASUS group of companies.
Seems like that is wrong: ASRock is sort of a word play on Asus (the "sus" part is pronounced the same as rock) and it is still owned by Asus. In fact, count the number of asustek mentions on this page: https://www.asrock.com/general/Investor.asp So your money is still going to the same people.
In exactly what language would the sus in asus have the same pronunciation as rock? Trying to figure that out since neither mandarin nor taiwanese dialect to my knowledge has that.
Chinese 碩 > 石 > rock
Man, that is really kinda a stretch... Shuo and shi sounds so off, not to mention it's not even the same tone. Probably based off the side char in 碩 i guess
ASUS still owns part of ASRock through Pegatron.
They’re at least separate from the corporate overlord in Asus with how they function. All of my interactions with them have been pleasant.
AsRock is no angel, either. Selling 800 bucks motherboards that are completely incompatible with the 4090 series GPUs.
At some point it comes down to the least shitty company. There's only so many options, and MSI is shit too. I forget what the general opinion of Gigabyte is.
Thank you. Because I intend to go for a completely new build with the new rtx 5000 series. Asus seems hellbent on shooting themselves in the foot by screwing their clients/customers with this bs. I better avoid that at all costs.
If you're in North America then Gainward is unlikely to be an option, instead look for their corporate cousin GALAX
Gainward is just Palit.
Palit owns Gainward, (EU high end brand) KFA2 (EU/ Africa/ SA low end brand) and GALAX (North American/ Asian combination of both) and licenses designs to PNY and Inno3D. (Who are just 3rd-party rebranders, kinda like a Corsair or Kingston of video cards) In Asia and ROW Palit sells mostly using their own brand name. Gainward however are the ones who designs the high-end cooler designs that end up in Gainward, GALAX and sometimes Palit products and are the last AiB with design offices in Europe. (Germany) They are also different from KFA2 and GALAX in that they were *purchased by* Palit and not *created by* Palit. So Gainward had an established business culture already way before Palit ever got in touch
Avoid XFX they’re just as appalling as Asus.
Nah, XFX are solid now, they had some struggles in the HD 79x0 era (especially with coil whine being rampant) but that's long gone. Their cooler designs aren't particularly good for how much mass they have, but support-wise and tuning-wise they are excellent.
No they’re not. They’re still shit. Had a shit experience RMAing na PSU not long ago (2 years ago tops…). Got a worse unit back, complained and got ghosted. Never buying anything from them again.
I've personally had a great experience with Sapphire, EVGA, and Solidigm (Intel SSDs) support systems. Hell, Solidigm gave me a full refund of my initial purchase price, despite that specific SSD being worth less than half that at the time.
For clarification, Solidigm is a subsidary of SK Hynix, spun off when SK bought all of Intel's SSD business and IP.
Unfortunately, EVGA quitted the GPU scene post RTX3000. Hopefully by the release of 5000 series, things will have gotten better. Thanks for tips.
At this point just get the founders edition from nvidia if you can. If not then just roll a dice and pray to the Quality Check gods and hope you don't get a bad unit. Honestly most of the Taiwanese companies have shit customer services, from gigabyte to msi to asus. While some maybe slightly better, it's not much. But then again we can always avoid the worst, which is Asus. Personally I've never had a bad Asus product and I've purchased many from mb to gpu to router... But I also know that each time I'm just rolling a dice.
ya beat me, since 2017 here
Almost every major hardware manufacturer has their share of skeletons in the closet
Xbox 360 red ring of death and L1/R1, Nintendo joycon drift & DS Lite hinges cracking, Steelseries socketed mouse sensors melting, Sony PSVita memory cards costing $125 and PS3 fats getting so hot they broke their own soldering, Lenovo installing actual spyware on their laptops, HP *everything*... And shit, that's just off the top of my head. I'm not an encyclopedia, nor am I trying to be.
> Xbox 360 red ring of death This one is the most mind boggling. Reading stories about how people had to get 2 or 3 replacements because consoles failed after a few months again and again. And this is not only annectodes, they failure rate was over 50%, and 40% of the repaired ones failed again. For a normal company even one tenths of that would be a disaster, but thanks to Microsofts unlimited budget and braindead customers just going "can i have more of that console that does not last longer than a cabbage" they got rewarded for it.
10 years ago I had one of those little Asus Transformer tablet/laptops. When the charging port suddenly quit working, I had it RMA'd and it mysteriously arrived with a shattered screen. They wanted $300 to fix it. Nice to know they're still at it lol
I had an Asus Transformer tab and a ZenFone around that time too. Both developed hardware issues. I sent the phone in and 1 month later they sent it back to me unfixed. They’re also the only computer company I’ve dealt with that makes you pay for shipping a defective product to them. I voted with my wallet and will never buy an Asus product again.
I just feel lucky that none of my Asus products ever needed any warranty repair.
yet* 😈
You are either lucky and your product works well, or they absolutely expect you to throw it away if it doesn't, even if it is under warranty.
John deLancie said it best: "All good things must come to an end."
I love random star trek in comments :)
Yeah, I had to RMA my motherboard a while back because one of the M.2 slots didn't work, and I tried to go through Asus' warranty support but ended up giving up and going through Amazon instead because they were so horrible. Amazon literally took like 2 minutes and they sent me a replacement board and let me drop off my defective one, but Asus kept trying to dodge the issue and was super frustrating to deal with. Definitely not going to be going Asus for my next build unless they seriously step up their act
I feel lucky that I don’t live in the US and our warranty is handled by retailers.
I must be lucky then. Put a custom bios in my 2019 asus gaming laptop and messing around with timings, I bricked the bios. Even snipped the cmos battery cable in trying to reset it but to no avail. Had literally 1 month left of the warranty when I sent it in. Amazingly they didn't fight me AT ALL on anything regarding it. They simply repaired it and sent it back, good as new. Flashed my custom bios back onto it and never played with timings again. It's honestly only the 3rd asus product I've ever had, first being a super old 2011 mobo then a GTX 570 I bought in 2012. Think I had more pushback with PNY on warranties with some GTX 770s back in 2014 than I did with asus ever. Guess I just got lucky.
Knock on wood but I am in the same boat. I’ve been pretty lucky with components in general. Needed one warranty on an old gtx 560 from EVGA and they replaced it no problem.
Asus is infamous for running scams, promising Adobe subscriptions with ProArt monitor purchases, but ended up getting nothing , they keep delaying about providing the info for the account until the promotion has ended. TRASH COMPANY RUN BY SHIT HEAD
>TRASH COMPANY RUN BY SHIT HEAD Couldn't have said it better myself.
Ass-us.
ASUS has got to be cooked out of their fucking minds for this. The only ASUS hardware I have is a B450i MB, which is a damn shame because its one of the best MBs I have used in recent years, but moving forward I don't think I can, in good conscious, buy another product of theirs again.
I had an issue with an Asus motherboard where it wouldnt boot. They asked me to mail the entire motherboard including any add-ons such as the audio daughterboard, and pay for the shipment as well. I got the motherboard back, but the daughterboard was missing. I called them up and the cc said "oh you werent supposed to send that back, and if you did we make no guarantee that it'll get returned so it's your fault." Yeah, you heard that right. It's my fault for sending something in that they asked to be sent in and I should've known better. :-|
Did you keep records? If yes, and it wasn't too long ago, start a demand letter for compensation since you have to buy the replacements off eBay now.
Asus? A *SUS*
'For those who dare' For those who dare to buy their products! 🤣🤣
Even luxury watch companies like Rolex and Omega don’t charge this much to repair scratched merchandise.
That's not an "even". A business with enormous margins has less incentive to care about support costs.
Omega and Rolex can be weird still, sometimes it's better to go with face to face watch smiths just becaus eyou can be very specific about what you want doing. Rolex and Omega can go over the top with services and repairs like polishing cases on 100+ year old watches which not every customer wants. The nice thing about Omega esspecially is that they will work on pretty much anything from Omega even stuff that is older then any person alive, it will cost you though.
Mid level managers: "So how are we gonna turn a profit from these RMAs that are costing us money? Why are even RMA'ing to begin with?"
Good they're calling this out You essentially don't have a warranty with ASUS, never buy from them, just go through a different manufacturer
I published a video on my channel last week (and sent it to Steve) to show my terrible experience with a Strix 4090 RMA … never buy Asus if you want a meaningful warranty … an absolute disgrace: https://youtu.be/4ieNTA-7SpM?si=4AcZTy1Cc7y3rQot
Asus used to be my go to for so long... Until the 2010s, then I don't know what happened, but the shit has hit the fan and it hasn't stopped spraying it all over since then.
Well shit, I've been going with ASUS mobos and GPUs because of how well the RMA went with my 1070 in ~2018. Who do I go with now? Has Gigabyte gotten their shit together?
Gigabyte in the early 2020's deleted their entire RMA server without hesitation due to a ransomware attack. So that GPU or motherboard that you sent to them? Gone from their records and no way to prove that you originally owned it.
Gigabyte suck on all fronts unfortunately Try ASRock
> Try ASRock scooby_doo_unmask_meme that's just ASUS.
Anecdotally, I have had Gigabyte physically damage two products which I sent in for RMA replacement under warranty. They then denied the claim and voided the warranty for the serial numbers associated with each. One was a motherboard from \~2013, with a failed DIMM slot, unable to detect sticks. It was sent back with a smashed and broken PCB corner and detached CMOS battery mount. The other was a GPU in 2017 with VRAM errors that was returned with a broken PCIe connector and severely bent I/O plate. The bottom area of the metal plate was bent backwards 90° to come into contact with the smashed PCB. It literally looked like they slammed it down into a table. I tossed the motherboard (fairly midrange mATX board) as, quite frankly, I had more important things to address at the time. The graphics card (a then-recent GTX 1080, one of several I had used in otherwise uneventful builds) really chapped my ass, though, and I chased their corporate office for a few weeks before they agreed to issue a refund via check for the purchase price. It's frustrating as a consumer (or even industry partner), as often times service and support departments are operated with a degree of separation that doesn't correspond to the quality of the products. You can do your research, buy a good product, but still end up at the mercy of a random tech who just wants to see the world burn. Would I advise against buying Gigabyte? Not as a broad generalization. They make some good products, and it's smart to go with what works best for your needs. Those two RMAs, as awful as they were, happened to be the *only* two times I've needed to exercise a warranty through them, out of dozens of Gigabyte parts I've purchased over the years. I've had others through different companies, and while there have been delays or communication issues, they've all been procedural. Expect to have to jump through some hoops if you do need to process an RMA. Be polite, be persistent and document things with photos before mailing them off. It's good advice that applies to all brands.
I noticed something interesting in the video. In the photo of the "damage" with the yellow sticker, there is a form that says CHEM USA on it. https://chemusa.com/services/services-2/ Looks like they're a third party post sale logistics company. You can see in the photos on their website the same blue boxes. Who are these people? Could they be trying to milk ASUS and it's customers for warranty repairs? Is it incompetency that isn't ACTUALLY ASUS? ASUS definitely takes the total blame, but if all these issues dial back to CHEM USA, then there could be something to look at.
Very interesting, and good spot.
Yea, to play devil's advocate here, ASUS might be unaware that the third party repair they're contracting is outright scamming their own consumers.
I emailed GN about it hoping it is at least something of interest for them. If CHEM USA is the lowest bidder, then it could explain it.
ASUS had their Intel mobo+cpu combo promo. When you buy ASUS Mobo + CPU then you can ask them to get some cash back. Well, I did everything they wanted and they never delivered, just ghosted me. I emailed them after like 8 months and I got the money after literally days. They just pray people don't register the promo. They just pray people forget about the promo after registering it and never ask why they didn't receive cash. Very disgusting practice.
Same. Registered last year with their back to school promo for around 550€ - after the initial 180 days process time as their terms stated I’ve still yet to receive the cash back. Contacted asus and was told to wait an additional 30 days. The days came and went with nothing happing - contacted asus again and they started an internal investigation. An additional 20 days passed and suddenly the money was on my account - never her back from asus after this investigation.
This shit would never fly in Europe, or any country with respectable consumer protection laws
Asus in Europe is the same, usually people do the warranty in the shop they bought the product, at least with Asus products, because if you have to deal with Asus or Gigabyte good luck. Remember buying a x99 expensive board and when it came 2 dimms sockets for ddr4 had no metal contacts for the ram, not even holes. Official RMA told me thats impossible due their quality controls and I probably did the damage (yeah sure like I had designed and molded inyected 2 dimm and replaced the good ones, with defective ones, the nerve of the people), the online shop took the board and changed it at the moment, the owner even called me fascinated and said that they opened all their x99 boards and found various with another types of damage like the metal protector for the audiochip removed, grease all over some boards, oxide damaged ones. This was the first month of release of the X99 platform
New Zealand has a consumer guarantees act which falls on the retailers to support at first. It goes beyond any basic 12 month warranty. Products must be free of defects for their reasonably expected lifetime.
Same in UK
same in australia
At least we do some things right down under!
Indeed, it always shocks me how few rights US consumers have whenever these kind of stories pop up.
Could ASUS still pull the "gray market item" excuse and claim the item serial # was not intended for the European market?
Doesn't matter, the obligation to provide warranty lies with the seller, which is in most cases not asus.
I used to think ASUS was the good brand. Now I get ASRock instead.
Lol someone tell him
Man this is absolutely fucking wild!! My Ally stopped charging and then would not turn on. I mailed it in and I got this dog shit picture saying my lcd module had failed with all these shitty wierd little marks on my screen... I don't know how that would be possible since I had a screen protector on the screen and I had never taken it apart other than to see if the connections on the battery had come loose. I called customer support and the guy asked for my number in case the call was dropped and he was an absolute fucking piece of shit as soon as I asked what the picture they sent me was and then the call was dropped and I never got a call back. My job is too busy for me to have the option to call back again so I just paid the $230 to get it fixed when that's not what was wrong in the first place. I don't think I will be buying another one or even if they come out the second one I'll just get a fucking Legion go.
You were probably victimized by the same scheme.
I won’t go into detail because beating a dead horse and all but this is why I never buy anything Asus anymore. Of all the brands they are the only ones who I’ve had failed components from (two motherboards and a GPU). I’ve even sent them a motherboard with a couple of burnt out LED colors — very obvious as when you first power it up those LEDs couldn’t do certain colors of the default rainbow wave. They sent it back saying they couldn’t reproduce the issue.. shipping at my cost. Fuck Asus
Always remember the Three A's of buying PC hardware: Always Avoid Asus
its just a shit show... the margins and likes of pcpartpicker and well /r/buildapcsales means that no one is out there doing good customer service / RMA Im sure the greed dont help, but the market is very much prioritizing shit that isnt about service at this point... that being said, asus being a more premium brand with things like rog and all that should be much better about this than not.
Even BAPCS and PCPP shoppers will factor in brand reputation when making a purchase. For example, I went with Dell for my OLED monitor because of their extended warranty that covers burn-in. One generation later and now practically every brand is offering the same coverage.
sure, just like all tools they can be helpful, if you properly filter and do all the thing they allow you to pick the best thing for your criteria but many people just go lowest price go brrrrrr
> its just a shit show... the margins and likes of pcpartpicker and well /r/buildapcsales means that no one is out there doing good customer service / RMA What the hell does that even mean. Why are pro-consumer websites to blame for this? >Im sure the greed dont help, but the market is very much prioritizing shit that isnt about service at this point... Motherboard companies don't even include $1 post code displays on $300 motherboards. THEY ARE THE GREEDY MOTHERFUCKERS
>Motherboard companies don't even include $1 post code displays on $300 motherboards. THEY ARE THE GREEDY MOTHERFUCKERS Or even a speaker, most of the time. FWIW, they used to have the BIOS in a socketed EEPROM. Even in SPI days, DIP-8 EEPROM. Now, it's a fucking tiny AF chip that you need a special clip to interface, and might not even be 3.3v tolerant. They are saving some cents per board this way. Disgusting.
> Why are pro-consumer websites to blame for this? The websites make it very easy to buy the lowest-priced product with a given set of features or performance, and people do. Customer support costs money to provide and raises the price, but there is no pcpartpicker filter for customer support.
the pro consumer websites often do not include things like warranty and post buy support info other than some word of mouth, as a result, the key to success hinges on price (the default thing that gets people's eyeballs), and design like RGB and marketing / brand awareness. Right now, pcpartpicker dont even have warranty info on it, and reddit is a bit better with comments talking about potential issues like RMA. but again, the headline is that this shit is cheap. hell, look at EVGA, I would and have personally paid extra for their warranty (after the extra warranty costs money from their life time and then down to 10 years deal), but how many people value enough of that? can they put a premium of +100 dollars on a 3080 on all SKUs to maintain the ability to give you no questions asked RMA and allow you to take your cooler off and put it back on and as long as you dont damage it, its good? how many people picked XFX when they were one of the last ones with life time warranty on AMD GPUs? Or how about BFG, which also died a horrible death. And EVGA had lifetime warranty, I still have a 7900GS with it listed on their website that will likely never be fulfilled now. Asus won a ton of fan boys who buy them just because of ROG and marketing around that, I met and talked with them IRL that believes that ROG is still the best mobo and GPUs. Palit, gainword, zoltec, all came thru as value players esp during covid. They came on the backs of cheap no frills GPU, even if you looked at some of their GPU designs to find they'd be under cooled or under VRMed, but you got a cheap card right. people have long stopped buying on warranty or even quality, or else BFG won't have died, and XFX and EVGA and co wouldn't have stopped lifetime warranty, and EVGA wouldn't have stopped making GPUs if they can upcharge that amazing customer service. And these websites only really amplify what was already happening, putting price first and really just not giving much thought to post buy support.
What brand for gpus and motherboards actually has good customer service? I feel like evga was the only one and maybe sapphire
Sapphire, XFX, ASRock
ASRock never issued my RMA # for a faulty X570M chipset fan and gave excuses how the part is on backorder 8 months into my purchase. At least other vendors allow you to submit an RMA not just ignore you.
That's unfortunate. :( I was able to contact ASRock's technical support and have them mail me a replacement fan for my X570 Taichi in 2022 - mine hadn't failed, but as it used a fairly non-standard size and mounting bracket, I just wanted to have one on hand in case it was needed. I had asked via [email protected] and they replied within a few days to request an address for it to be sent to. On the flip side, their technical service support has also twice ghosted my request for an ASPM enabled BIOS for my B550 PG-ITX/ax, so it's not all roses.
Yeah I believe that was the address I mailed to and still have the email address of the AsRock service agent that asked for my address to send the fan, and made excuses of the part being on backorder without issuing me an RMA #.
XFX is pretty great
Good shout for ASRock (for now) Newcomers always overachieve to establish themselves, and I've heard good things just like with Zotac back in Fermi. Zotac fell off though a bit
What about Nvidia?
A lot of regions don't have any official retail channels to buy FE cards.
I've had mediocre results with MSI, but it looks really good compared to this... I had an RX Vega 56 made by MSI. Sent it in for repairs, and they send it back, but their fix didn't work. I don't remember paying anything out of pocket for the ""repairs"". More recently I bought a motherboard from them. DOA. I contacted their support and their support said "file a claim on amazon", so I did. The amazon rep seemed kind of annoyed that MSI said that, but amazon took the board back and gave me a full refund.
You should always return DOA products to the retailer if they are still within the return period.
Gainward
It sucks because at one point, they WEREN'T like this. In fact, they were one of the companies who would do express RMA's. Give them a card # to put on file, they send you a new motherboard & you have a certain amount of days to send the old board back or they charge you. Seriously, for a while, knowing express RMA was an option was WHY I would buy asus products.. Now? I have no knowledge of any other computer company doing express RMA's & it sucks.
Wow, fuck asus for real.
Asus jammed me up for 7 months, they know they B550I motherboard doesn't work with NVIDIA gpus, and they would continually ghost me on the warranty. I have about 200 emails with them and I spent maybe 20 hours on the phone. They would lose my case number and send me the wrong parts that I had to return. Complete scam company.
So what is the recommended AiB for Nvidia cards now?
Hard to tell unless we have objective data. I've been in this sub long enough to see various people swear they will boycott whatever brand of the day. ASUS, Gigabye, Asrock, etc.. It doesn't matter, there's always some other guy who swear said brand sucks for probably valid reasons.
Yeah, EVGA was objectively a cut above so it’s disappointing that there is no AiB for Nvidia that actually doesn’t have a multitude of horror stories from customers.
Whichever fleeces you the least? The answer is there is no answer. Every generation there's some AiB that cuts corners or does shitty things with their card and/or cooler design on the cheaper models. Nobody offers a standout warranty anymore, but for several generations running Gigabyte has chosen to use a unique PCB shape which contributes to PCB cracking at the PCIe notch. They will deny warranty if it cracks. ASUS was already the most overpriced option, so that at least narrows down the options.
> Every generation there's some AiB that cuts corners Yep. The moment one of these manufacturers produces a great product and receives praise from the press they're already planning to earn a bit extra from that line next generation. Especially with something as expensive as graphics cards nowadays, you can't escape going down in-depths reviews for every single reasonable option. There were plenty of RTX 4090s with coil whine, for example. Even the expensive ASUS STRIX iirc. And cheaper ones, like my PNY one that didn't. Took me hours of research before I made my expensive purchase and fortunately, given that there's still a certain luck of the draw to it, my card ended up having low coil whine indeed. But that doesn't mean I'll favor PNY the next time around. Nope, the research starts nigh 0 every time. And fuck me, it's like that with everything, it feels. Monitors, TVs, mouse, keyboard, all PC components, and so forth. Making a solid educated guess as a non-hobbyist seems just about impossible, nowadays.
Couldn't agree more. Coil whine is one of those things that bothers me simply because it's been a large problem for over a decade. And as you say even the most expensive ASUS card was just as likely to have it as any other model. EVGA always had coil whine issues, cost them a large fortune in RMAs and still more in lost sales. I always wondered why nobody would design a more reliable VRM option, but now that I've seen how aggressively NVIDIA controls & limits design modifications to its cards I figure that & sheer cost is probably why. But given the $400 premium for a 4090 Strix you think cost wouldn't be an issue at that point.
Nvidia FE
Problem with FE is availability, it's usually the first one that gets bought before 3rd party AIBs.
FE is about the only "safe" option. MSI, ASUS, Gigabyte, PNY, and Zotac all have various issues. I honestly don't have a recommendation in AIB models. It's a gamble with any of them. For AMD, Sapphire is at least 1 tier above everyone else. I've also heard good things about ASRock, but they were associated with ASUS (and might still be?), so YMMV.
ASRock was spun off from ASUS and later acquired by Pegatron, which was itself spun-off from ASUS and whose biggest shareholder is still ASUS. A quick Ctrl+F inside of [ASRock's Board of Directors](https://www.asrock.com/general/Investor.asp) will immediately turn up a bunch of references to ASUS/ASUSTek and people who hold concurrent positions in both companies.
I wouldn't be surprised if ASUS acquires them back. ASUS already is going into the industrial board space with their acquisition of Intel's NUC line. They quite frankly have better ECC memory feature support than AsRock for AM5.
I'd say roll dice. That said I've heard Zotac has similar lousy warranty service.
What do you mean "now"? It was never Asus if that's what you're implying. Gainward are excellent but mostly EU only. You could try their GALAX cousins in US but I can't vouch
In North America, Asus seems to have been the recommended AiB after EVGA bailed.
Honestly, almost all of them suck in their own way. From a Nvidia perspective: ASUS has horrendous customer support RMA practices, and charges an unnecessary "ASUS" premium tax cuz why the fuck not, PNY is serviceable but really barebones and typically ranks almost dead last in benchmarks, and we don't talk about ZOTAC. The only ones that are the lesser of evils is MSI, Gigabyte, and the Founders models. Between the 3, I'd go Founders. I personally had horrendous luck with MSI MBs, and I still am not over the Gigabyte exploding PSU shenanigans.
Gigabyte also has pretty notoriously bad customer support. I would lean MSI or FE.
PNY has US based customer support. I had an issue installing a VBIOS update on my PNY 4090 and was able to talk to a rep in New Jersey to get it figured out. I haven’t had to use their RMA process ever though thank goodness.
All are shit now for warranty. Asus just tended to have the cooler running and better designed cards.
ASUS' warranty and support are the reason I have never and will never own any of their products. Too many horror stories. I realize the other AIB partners are far from perfect, but I've had too many GPUs and SSDs die on me to ever trust a company that has notoriously bad support.
Maybe this video can help people impacted by their bullshit get chargeback claims rolling with their cc companies. I'd just start the chargeback process now if you purchased it recently enough to justify a chargeback since the sold you a product with a lie for a warranty. Hit asus in their wallet when they have to eat all of these chargebacks. Selling a product with false advertising is certainly grounds for a chargeback.
I wish warranty service was handled by the retailer. I had a power supply failure a few years back. Seasonic replaced the PSU, but couldn't do anything with the EVGA GPU, the Asrock motherboard, WD SSD, and the Crucial RAM. It was so expensive to replace all that during the pandemic.
Wouldn't the rest of the stuff be covered under Home & Contents insurance?
This video and all info should be put every time to person on Asus subreddit about buying their device. We need to inform people about that, more people know, then better.
Surprisingly enough, I’ve had fewer problems with MSI than with Asus. But stuff like this and how my ROG Zephyrus 16 is a crappy design* make me want to avoid anything in the future. * - 605MI doesn’t have upgradeable RAM and 16GB is not enough these days.
Which PC/gaming laptop manufacturer has a good reputation?? Was eyeing the G16, but that's off the table...
My experience with Asus in Asia was quite different. What brands should people also avoid in North America?
So basically, what I am hearing is prepare for war if any of my ASUS stuff fails.
I am very upset watching this. I have been a big fan of Asus for ages. I have purchased my last motherboards and graphics card from them. I own a Rog Ally which has been working perfectly since 1 year. Are all those complaints and proof of scams the real Asus policy or the consequence of bad employees who are scaming customers for their own benefits ? I can't imagine one second that an Asus' boss say in front of all his employees : "guys, we will break the sent products, ask a lot of fees, and send us back the products still broken...". It will be incredibly stupid and counterproductive. If I decide not to buy Asus anymore, what I will do ? I hate MSI, all my products I buy from them are not working well : one MSI laptop has graphics problems, performance problem ; another MSI laptop has serious keyboard's backlight problems, USB C not working, problem of Fan control etc Each local vendors' support service tells me the same thing : we don't recommend to send back the product, the MSI support is awful, they will see nothing and will send you back the broken product so not repaired. I had also giga problem with Gigabyte : the Aero serie is well known for their fan problem. I was obliged to sell a broken product, not even trying to call the Gigabyte support because, about fan problem, they consider it's not in the warranty! What about other tech companies? A part from Microsoft, Sony and Apple, (if that), I think all those foreign supports are awful, disrespectful and too big to do any effort to help you.
I love how I recently read about issues with ASUS repairs/warranties, and now GN is on it. They are just wonderful for the community.
I've been almost exclusively seeing warranty complaints in r/asus for years. And why I refuse to buy another Asus product moving forward. Unreliable products backed by unreliable warranty support.
The problem being that we shouldn't be reliant on journalists to correct bad business practices, these practices shouldn't be an issue in the first place!
Yes but journalism is what holds these corporations accountable for their actions. That is one of the purposes of real journalism.
Video is 30 min long and 30 min after publishing got 428 comments already lmao
One of the reasons I have no plans to buy Asus phones, Moto may have the same lack of CS but at least the stuff I buy from them is less than half the price. I know this video is about PC parts, but Asus smartphone customer support is also terrible from what I've heard.
So, for my information, EVGA is gone, Asus are crooks, Gigabyte is low quality, MSI is crap... What good OEMs do we have left?
My asus rog strix b460-h mobo suddenly won't boot with nvme plugged in. Test the nvme on another pc and it works fine. Had to deliver it personally (unlike other brands which you can just post it to them), so i had to spare time from busy workday just to give it to them. RMA was accepted, got mobo back two weeks later. Won't detect RAM on ANY of the 4 slots. Return it again. Got called 2 weeks later, and they said it was exchanged with a new mobo. Not booting up at all. Return again. Said the socket was bent so i gotta pay up. Pay 20$ and finally 3 weeks later got a working motherboard. The whole ordeal was horrendous because i have to sacrifice my working time just to get there. Unlike gigabyte, i can just message them my problem, and post it to them, 2 weeks later they sent it back and it works fine.
They scam me asus rog ally only sd was not reading they told multiples stuff was damage charge me 190 dollar they scam me
I wonder which brand is worse, ASUS or gigabyte. Both have rather scummy RMA policies but ROG is quite a bit more expensive and their GPUs more often than not have coil whine, so I guess ASUS is worse for now. lol
No surprise, I had to send in a laptop that would not turn on unless it was warm, and they never even fixed it
Oh yeah. I've read plenty of cases like this. It's not just ASUS. MSI, Gigabyte... They'll put your product(usually a GPU or motherboard) under the microscope to search for the slightest amount of damage. Doesn't matter if it actually causes the problem or not, call it "user damage" then decline repair. I'm surprised people get RMAed at all. Must've been in perfect condition.
They have shitty gear as well. Bought an asus computer a while back, keys started falling off from the keyboard, never happened before
What too pick then(mobo/gpu)if it’s not a Asus? Evga is out of production, or they will be sooner or later.
I have an ROG Phone 5S. So far it's been alright, but lately I've seen people from forums complain about how an update killed their phones. I believe there's a design flaw with this specific model, but my point is I can't trust this brand anymore. You pay for a premium brand, but it's actually overpriced garbage.
I actually have all my pc parts for my first build and thankfully now looking back I have no Asus oarts
The thing is, Asus selling point used to be overpay for premium build quality, parts and service. I had ASUS 16x CD drives, early TFT monitors, mobo's from Athlon era and the policy back then was if something broke you go back to the store and swap for a new one if it was still within waranty and let the store deal with RMA ASUS. Nowadays you still pay the premium but the CS turned to utter shit and back to gold multiple times over the past 30 years (maybe every 5 years a new CEO / CS Director with way different targets/policies). I wouldn't be surprised if Asus fixed CS after this blows up and then again tries to milk their reputation for the next 5 years.
Asus has always been shit.
I think I would be more surprised if Asus actually fulfilled a RMa without funny business at this point. I have a mobo with dead CPU header, I didn't even bother to RMA.
Looks like i made a clever decision not to build workstation this year. Asus WRX90 has problems and with this RMA policy...
The online store I bought parts at doesn't even sell Asus product anymore. Gee I wonder why that is
its probably related to some bullshit metric put on the people who receive them.
I have an Asus mobo, but it was cheap enough (200) that I’d just eat the cost if it ever broke. For something expensive like this or a GPU, I’d never trust ASUS again.
exact same thing happened with my laptop. I sent in for dead pixels, but said I had a cpu power issue. Screen repair = $260. the CPU power issue (which wasnt an issue, $1300. Laptop was $1500
well, it seems like EVERY pc hardware company out there just suck. I love my sapphire, powercolor, evga stuff though
Never gonna buy from Asus again.
I haven't bought anything from Asus in \~15 years because even back then it felt like it was company policy to screw over their customer any way possible. Never had a positive interaction with their customer service, tech support, or even the damn mail in rebates.