News Asus vows to improve clarity surrounding warranty claims and astronomical hardware repair costs

[CmdrShepard]

as long as I've known about ASUS since the 1990s their warranty coverage has been dogshit. that's always been the trick with ASUS. either buy it assuming no warranty, or don't buy it. because the warranty coverage might as well not be there.

As long as I've known about ASUS (and it's a long time) I've never had a single mainboard, video card, or any other component I bought that failed on me. That has to be worth something.

On the other hand I had to RMA a DOA EVGA 2080 RTX and pay for RMA out of my pocket, same for MSI 3090 RTX. That's why I am back to ASUS 4090 now.

 

[Darkbreeze]

What, exactly, have I been spouting on HERE for the last five years? This. Exactly., And there are a significant bunch of "others" on here who've been here for a grip, that would, and have, agreed. It's the primary reason I've moved away from using or recommending any ASUS products. Simple as that.

 

[cyrusfox]

The sad thing is that MSI, Gigabyte, and others do the same shenanigans too!
I sure miss EVGA...

not my experience, Gigabyte has came through each time, slow and not as good as intel when comes to replacing broken parts under warranty but they came through, 2 weeks later fixed mobo.

 

[imsurgical]

ASUS are crooks, sorry, but that's the reality. I never would have realized that until my recent experience of dealing with an RMA for a monitor that was under warranty.

The story: I purchased an ASUS TUF 30" ultrawide monitor for my brothers birthday in Feb. 2023, just over one year later the panel produced this grouping of lines at the bottom of the panel about 2 inches above the bottom bezel spanning across the whole screen. This wasn't pressure induced damage from handling, literally it just happened to occur out of nowhere when my brother powered on his PC. Same day, I did all kinds of troubleshooting for him (he's not tech savvy but always wanted a gaming PC, and I have been building PCs for over 20 years at this point) ensuring it was not the GPU, tested different monitors, all kinds of testing to ensure any external factors weren't causing the issue.

Once I submitted the RMA to ASUS (with proof of imagery), they approved it. Once approved, I gave my brother all the necessary documentation regarding the RMA, instructions and guidance on ASUS's recommendation on packaging, which was not a problem since my brother owns a small business and so is used to shipping items, and has all the necessary materials to facilitate proper packaging. He even took numerous photos of the packaging process and video before sending off.

The problem started happening THE MOMENT ASUS's third-party repairers received the item. Once they received it, the next day they sent us photos with all kinds of physical damage on the frame and the corners of the panels cracked (as if someone literally dropped it faced down and the corners took all the pressure/damage) that neither of us caused, and they claimed the monitor could not be covered under warranty due to "Customer Induced Damage". It was total BS, so it literally took nearly 1-month to fight them on it and have them repair it at no cost.

TL;DR: I would not buy ASUS again after that experience, I have had my share of dealing with RMAs and never in my life had to fight so hard for something that's clearly supposed to be honored under warranty, especially when neither I or my brother caused the damage and clearly had proof we did not. It was such a run-around of corporate low-level support BS.

Also: I know ASUS was using a crappy, low-rated third-party to do the on-site RMA process because I did a ton of background research into it over the course of those weeks and as soon as claimed we caused the damage. I was literally dumbstruck at the claim, and clearly they don't care about their customers and seek the cheapest most unprofessional subcontractors to handle their problems.

 

[Darkbreeze]

not my experience, Gigabyte has came through each time, slow and not as good as intel when comes to replacing broken parts under warranty but they came through, 2 weeks later fixed mobo.

I have had few reasons to test the Gigabyte or ASRock warranties, but on the rare occasions that I did, I had full satisfaction with minimal effort. Not the case at all, with ASUS and MSI. That's just my 100% actual experiences in general and in general means five to ten cases each, at the least, if not more. Generally, more, but I'm just talking about like the last 7 years alone. Mostly even, the last four, as that is the period in which some company policies have gone to hell.

 

[BringItOnCupcake]

I bought a brand new Asus ROG Crosshair X670E in April 2023. It died May 10th ,2024. Because of all the online comments about RMA issues, I took it to their Authorized Service Center (Micro Center) and paid $40 for them to diagnose it. They identified it as worthy of boat anchor status so I took it back to contact ASUS. It has a 3 year warranty so I contacted ASUS Support. After several days back and forth of (1) getting a Service Request Number so I could get a (2) RMA number so I could (3) get the RMA Form to fill out and the (4) RMA Instructions to send it in (that process could be shortened), I paid for a box and insured it for $49. It arrived to them on a Friday. I got an email on that Friday that they had received it and were "replacing a part". Monday I got an email that my item was on the way back to me. No indication what or if it was repaired. Tuesday I got a phone call from s gentleman with a very heavy accent that I could not understand asking if I was pleased with my service. I told him I don't know yet. I don't have it. I asked him what was fixed on it and he did not have that information. Wednesday I was delivered a brand new motherboard. It appears that the article here at Tom's Hardware along with stories at GamersNexus and JayzTwoCents (among others) is impacting ASUS positively. Thanks to them and many others. I hope ASUS continues to improve their process.

 

[BringItOnCupcake]

I bought a brand new Asus ROG Crosshair X670E in April 2023. It died May 10th ,2024. Because of all the online comments about RMA issues, I took it to their Authorized Service Center (Micro Center) and paid $40 for them to diagnose it. They identified it as worthy of boat anchor status so I took it back to contact ASUS. It has a 3 year warranty so I contacted ASUS Support. After several days back and forth of (1) getting a Service Request Number so I could get a (2) RMA number so I could (3) get the RMA Form to fill out and the (4) RMA Instructions to send it in (that process could be shortened), I paid for a box and insured it for $49. It arrived to them on a Friday. I got an email on that Friday that they had received it and were "replacing a part". Monday I got an email that my item was on the way back to me. No indication what or if it was repaired. Tuesday I got a phone call from s gentleman with a very heavy accent that I could not understand asking if I was pleased with my service. I told him I don't know yet. I don't have it. I asked him what was fixed on it and he did not have that information. Wednesday I was delivered a brand new motherboard. It appears that the article here at Tom's Hardware along with stories at GamersNexus and JayzTwoCents (among others) is impacting ASUS positively. Thanks to them and many others. I hope ASUS continues to improve their process.

UPDATE: Installed the mobo they sent me and it is just as dead as the one I sent them. Even though it is a completely different mobo. New serial number and other elements let me know it is not my original board. So now that one is at Micro Center and they are doing a deep dive (for free since I paid them less than 30 days ago for the same thing for the same computer) and I will keep you posted. SIGH!

 

[Darkbreeze]

Yes, ASUS are crooks these days. They were not always that way. Entire reason why I made THIS, a few years back. No lie. Ask ANY mod or ambassador. But then again, so is MSI, Nvidia, AMD and others. So......but, ASUS is maybe in the top three for sure when it comes to having gone downhill in this regard. It's unfortunate, because they USED to be my 100% go to for motherboards at least. Now, frack them. They refused to fix or replace MANY things over the last five or six years or at best, did poorly at it like another member here that they sent a replacement board with a cracked integrated IO shield over the IO components that most boards have now. It's simply nonsense. Just do things right. You make good products. You make good money doing it. Stand behind it the way you always USED to do. But, greed.