Info [GN] asus dun f#%d up. warranty claim rejection "scam or fraud?"

[gorobei]

i cant see Steve ever letting this go.

GN sent their Ally in for joystick repair under warranty. asus rejects item for micro nick damage indicating some sort of violation of warranty. usual email runaround and other abuse of process by RMA department. random claims of liquid damage. rejected claims will result in dis-assembled product being shipped back. (GN took pics before sending it in, so this should go well if it ever gets to a court)

Louis Rossman on how asus is violating the Magnuson–Moss Warranty Act

maybe think twice before buying something from asus.

 

[Torn Mind]

Even though I only bought one mobo from Asus that managed to avoid needing RMA, the various reviews and experiences put forth from even 14 years gave a "vibe" that if you are unfortunate to get a defective product, they will obstruct and make you miserable throughout the process.

 

[BoomerD]

I went through something KIND OF similar a couple of years ago with ASUS. I stuck my thumb through one of the fans in my RTX2070 video card. Even if it hadn't been my fault, the card was out of warranty, and I knew it. I tried to find a simple replacement fan...no luck, so I contacted ASUS to see if they could replace the fan. They required me to send the video card in...charged me $35. If that would have replaced the fan, I'd have been fine with it...but...

We received the unit that you sent in for repairs, however, we found that this unit is outside of its warranty coverage period and also located signs of Customer Induced Damage (CID).

OOW/CID​

JBYVCM00P964PUV​

90YV0CN0-MTAA00​

DUAL-RTX2070-8G-EVO​

[C1ZM02]Inspection Failure (Component Damaged)​

1​

499.00​

499.00​

499.00​

​ ​ ​ ​ ​ ​ ​

Item Total (Pre-Tax)​ 499.00​ e-Waste Fee​ 0.00​ Sales Tax​ 45.41​ Total (USD)​ 544.41​

(sorry about the formatting...didn't translate well from email to forum)

I declined the "repair" and had it returned to me.

While I waited for the return, I did some shopping for a new card, picked up an EVGA RTX3070 for $500 new from EVGA and installed that before I got the 2070 returned.

Before I got the part back, I did some more digging and found the replacement fan...$15.00 for the fan, $8.00 shipping, total, $23.00

 

[gorobei]

i remember when asus put out solid motherboard products and had better bios/software, but at some point they just started churning out all these skus with way too many micro differentiations that just ended up confusing the buyer and diluting their market segmentation brands.

at some point they lost the lead and started falling behind their competitors in features. now it seems like they are too big with too many divisions and product lines. when the motherboard stealth default overvolting problem came out, they didnt handle it well.

while i dont doubt that there are consumers that abuse rma, it seems like their response is to treat all customer interaction as adversarial.

 

[BoomerD]

i remember when asus put out solid motherboard products and had better bios/software, but at some point they just started churning out all these skus with way too many micro differentiations that just ended up confusing the buyer and diluting their market segmentation brands.

at some point they lost the lead and started falling behind their competitors in features. now it seems like they are too big with too many divisions and product lines. when the motherboard stealth default overvolting problem came out, they didnt handle it well.

while i dont doubt that there are consumers that abuse rma, it seems like their response is to treat all customer interaction as adversarial.

For way too many years, ASUS was the only brand of motherboard I'd trust. Fast forward to 2023 when I was planning a new build...I start seeing all the reports of horrid build quality, lackluster (at best) customer support...so, for the first time in over 30 years, I bought an MSI product...and I'm relatively happy with it. (still have a few glitches...the Intel V225 network chip, audio output that just stops...putting out...both issues get fixed with a reboot...but otherwise, it's OK)

 

[WilliamM2]

Before I got the part back, I did some more digging and found the replacement fan...$15.00 for the fan, $8.00 shipping, total, $23.00

Asus has had poor warranty support since I started building in 1998. Although back then it was just extemely slow, like 3-4 months slow. And they have always refused to sell parts if the warranty is over, unless they overcharge for the work.

I needed a fan like you, they would not sell it out of warranty. Ebay had it for $9.

They aren't the only one with bad support though. Fractal Design will not sell parts after your warranty is over, or give you the option for them to repair it. SOL.

 

[Motostu]

I wonder how much depends on which product is in question. Anecdotal I know, but they recently repaired my laptop that had a failed USB C port. Took just over a week from the day I shipped it to getting it back. And it wasn't an expensive laptop.

That said, I've seen the stories and feel fortunate that mine worked out pretty well.

Sent from my SM-S926U using Tapatalk

 

[WilliamM2]

I wonder how much depends on which product is in question. Anecdotal I know, but they recently repaired my laptop that had a failed USB C port. Took just over a week from the day I shipped it to getting it back. And it wasn't an expensive laptop.

That said, I've seen the stories and feel fortunate that mine worked out pretty well.

Sent from my SM-S926U using Tapatalk

You can find reports of poor warranty from just about any company. Steve seems to have a vandetta against Asus. Or maybe it just gets lots of views.

I like the detail he puts in his reviews, but I have a hard time listening to him drone on through a whole video. And my wife will complain from the other room how annoying he sounds!

 

[Brainonska511]

I had sent a motherboard in for warranty work long ago with Asus - came back fine, but within a month, the problem started again. Soured me on many Asus things, so I've only bought a router from them since (that router is great though).

On the other hand, I had a bad GPU last year with MSI - RMA was easy, and 2-3 weeks later I had my GPU back and it was working flawlessly.

 

[Brainonska511]

GN has some updates and responses to Asus's latest public statements regarding their warranty process:

 

[igor_kavinski]

ASUS RMA horror story: https://www.overclock.net/threads/chance-of-a-replacement-apex-encore-z790-from-asus-repair.1817841/

 

[igor_kavinski]

Chance of a replacement Apex Encore Z790 from ASUS repair?

My build has been going on for ages, and now I find randomly the first ram slot has failed - the shop is letting me return it to them, and they will send it to asus for repair or replacement - but what are the chances they will have any left to replace it with? I got an i9-14900k delidded and a...

www.overclock.net

No words.