ASUS Scammed Us 

Find our discussion with ASUS: ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-Z0ZoCYXmF0Q.html Has ASUS or another company scammed you during a warranty claim? A lot of warranty rejections actually legally qualify as fraud. You can report it here: reportfraud.ftc.gov/ Viewers make these independent investigations possible. Buy a limited CyberSkeleton shirt! store.gamersnexus.net/products/limited-edition-foil-cyberskeleton2-cotton-tshirt (uses a brilliant blue and gold foil) Or consider grabbing one of our heavy-duty silicone soldering & project mats: store.gamersnexus.net/products/gn-project-soldering-mat You can also find one of our PC building Modmats with reference wiring diagrams here: store.gamersnexus.net/products/large-modmat-gn15-anniversary Or for some drinkware, get a copper-plated stainless steel mule mug with a thermal conductivity formula laser-etched in it! store.gamersnexus.net/products/gn-copper-plated-stainless-steel-mule-mug-thermal-conductivity-of-copper Watch our Scumbag ASUS video that started this last year: ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-cbGfc-JBxlY.html Watch our EK investigation here: ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-8A7cykj0pCg.html

Don't buy from ASUS, got it.

Congratulations, ASUS. You just lost thousands of customers who watched this video.

Thank you GN, I will never buy ASUS again.

I have been in a battle with Asus since August 2023 over my laptop. I too have had to send it in not once but twice for the same repair and the first repair did not even address the problem. Only after contacting everyone and posting on every blog I could get my hands on was I contacted by an Asus CEO repair person who is handling my case now. I am currently waiting for possible replacement offers this week.

Boycott ASUS, got it.

I feel like ASUS will soon be "Still learning"

Years ago, my sister had a MacBook Pro with an OLED display (back when OLED just came out). This laptop was only about 6 months old, but one day there was a problem with it; it wouldn’t turn on, so she brought it to an Apple store to have it fixed, since it was still under warranty. They immediately claimed water damage before she had even turned it in, which she knew wasn’t the case, so she asked them to take a look anyway. They rolled their eyes and took it in, and a few weeks passed. One day they sent her an email letting her know that there was water damage, and offered to take it off her hands to use for parts (she would still have to pay for the service). She absolutely wouldn’t let them keep the laptop, so she went there to pick it up. Pissed at the whole situation, she remembered there was a small crack in the glass. She had paid for an extended warranty on the screen and glass, so she asked them to replace the screen. They asked why she wanted to fix the screen on a broken laptop, but because this was covered by a separate warranty they couldn't deny her. So again, they reluctantly took it in. This time it only took a few days and when she picked it up, the laptop suddenly worked again just fine.

This is absolutely a systemic problem with Asus and it's partners too. I had a 2020 zephyrus g14 when the screen backlight died after a 18 months. They insisted the only method covered under warranty was some third party shop. So I sent it in well packaged, and with the only problem being the built in screen blacklight not turning on, it could still work just fine through an external display. Fast forward several months with no communication qhatsoever from the shop, I contact them to see what the hold up was, and apparently the main board is dead and they can't get the part. I could either wait an indeterminate amount of time for them to get the part, or they could send the laptop back. I asked for it back, and sure enough, the previously mostly working laptop was 100%, completely dead. What kind of repair shop sends back a product in worse shape than they received it in?? I genuinely believe that I, having built PCs but never worked on a laptop, could have done a better job just swapping out the LCD myself.... Thankfully my credit card company offered an extended warranty that covered the repair, if I paid for someone to kill my laptop I'd be PISSED. So if Asus wants you to send your product to Lifetime Repair Services near Buffalo NY, I HIGHLY DO NOT RECOMMEND

ASUS has now entered the "find out" stage.

Steve - I work for a system integrator and I can tell you almost every single ASUS item we send in, they claim it's damaged in some way and make attempts to force us into paying for repairs. I've stopped recommending ASUS to my clients.

I bought my son an open box Asus desktop from Best buy. It was a good deal and I'm a single income family. Plus my son only plays like three games. It stopped producing video or power to usbs after a month and a half. It was out of best buys return window. Ok fine I'll call the manufacturer no biggie. I called almost a dozen times and got no where. 4 of the calls the agents pretended they couldn't hear me even though I was on a landline and have never had a problem. They would hangup. The rest told me my serial number on the machine was invalid. I read them every sticker on the machine and none of them worked. They said they couldn't help me. I said I have a proof of purchase. The. Wanted me to pay 180 dollars to send the desktop in to validate it had a warranty. I got no where. Went back to Best buy and they have sent it in for me. It's currently still being repaired. Hopefully I don't get a bill for it. We will see but yeah it has been a nightmare.

I RMA’d a board a couple months ago that was for an 8th gen Intel CPU. They sent back an 11th gen board as replacement stating it should be “similar enough.”

Asus denied my warranty claim on an x570 motherboard because of a usb header bent pin, I paid $275 for the board, they then sent me a bill for $500 to repair. They are the worst, I will never buy a product from Asus ever again

Welp, ASUS is on the "do not buy" shitlist now.

I had this same happening to me. I had RB button stuck due mechanical spring failure that is common. I didnt try to repair it myself, since it was in warranty period so I took it to the warranty. They didnt ask 200 usd from me, but 550 usd to replace all the inetriors and the work. They claimed that "I had tried to repair it myself, and the machine had water damage due to me as well". I didnt of course pay it, but I STILL had to pay 60usd for inspection and shipping, since it was "my fault". That was all 100% bullshit. I had never had the machine near water, I had never opened it since it was in warranty. When I now opened it, there is 0 sign of water damage or anything else. But there is total signs, that they NEVER EVEN OPENED THE MACHINE TO EVEN TRY TO REPAIR IT!!!! It had dust in it, dirt in the button that I complained. If they even bothered to TRY to repair it, all that would be gone. I got microplastics when I took the screws out from the machine to open it up; this is a sign that the screws have NEVER been taken out after factory made. The whole situation is just INSANE. They took my Ally for 3 weeks for "warranty maintenance", they obviously never even fucking opened it up, and they said to me "pay 550usd for repairs or buy a new one, OORRRRR ask your home insurance to cover for the damage, its ur fault it has water damage!". Total fraud If I have ever seen in my 30+ years of using computers, and oh boy, I will NEVER buy anything froom Asus again, that is fucking sure. I recommend everyone never to use anything by made Asus, this was just totally mind blowing experience in all my computer years.

imagine taking a car into warranty service and they return it in pieces because of a dent in the paint.

Love when companies get caught with their pants down not knowing they’re working on GN’s stuff.

its the old auto mechanic scam. Go in for oil change and now all of a sudden my engine needs a rebuild.

I had a similar experience with LG. Sent my phone in for a second warranty claim because they broke my camera while fixing the vibrate motor. I had dropped the phone and cracked the tempered glass screen protector before sending it back. They told me they wouldn't fix my camera unless I agreed to have my cracked screen replaced for over $200. I replied that the screen protector was cracked and the screen under it was fine. They let me know they removed my screen p[protector and the screen was cracked. I called them out and told them to just send the phone back to me. I got it back and there was a bright orange arrow sticker pointing at a hairline scratch on the phone that literally filled in with adhesive when a screen protector was placed over it and was complete invisible at that point. It was not a crack! I replaced the camera myself.

One thing I've noticed with the few messages, support materials, etc. I've read from ASUS over the years for various reasons is that there are very often grammar problems and they are clearly written by someone who is not a native English speaker (which I, as a Finn, am not either). This also applies to many other companies, especially Asian companies. Most companies in most industries oversimplify things for speed (i.e. money), in that they tend to only do the absolute minimum and that relevant information is often completely ignored. Problem descriptions are simplified at different levels of handling which leads to relevant information or wordings to change and so on... As a former after sales employee I saw quite a few of this crap. And yes, most companies kind of leaned towards trying to avoid the responsibility. Luckily, here in Finland (and EU in general) we have pretty good laws and channels that protect the rights of consumers and these probably put a bit more pressure on companies (interestingly enough similar resources are not nearly as good towards businesses). Money, money, money. It's all about those greedy hands and bottomless pockets of those inverstors... It's sad that quality work that you can be proud of is kind of rare in many industries. Stuff like lower level customer service tasks you should basically be a wall that turns customers away and/or saves/makes your company as much money as possible are common, instead of tasks where you are providing a service for a customer that would actually be rewarding to you too.

ASUS PLEASE IT HASN’T EVEN BEEN A YEAR

They totally wanted to replace the screen because the whole thing was basically a loss except for the screen. They wanted to charge 200 bucks so they could just pull a refurbished off the shelf instead of having to take the time and labor to repair it.

This sort of reminds me when Geek Squad (Best Buy's repair team) Were charging for repairs for laptops right out of the box. A Local WA state TV team set up a sting, with a few laptops bought the same day, and they did not even go through the OS set up. They were literally out of the box, and they came up with all kinds of claims to charge for non-existent repairs.

Thanks for covering this, a lot of companies are behaving in this way which is really sad.

"Oh no my toilet is clogged" "Unfortunately, the paint on your walls has faded and needs a repaint. Pay us now, or we'll blow your house to bits."

"doctor, my son's fingernail is broken" ... "sorry maam, his teeth were misalligned, if you don't pay for the operation we'll ship your son back without teeth"

I'm happy I had no issues when they took in my Ally with the exact same issue.

I worked on retail for 4 years selling tech products. Our most defective laptops that we had on display were the Asus TUF series

German retail worker here. I work in a major electronics store here (similar to Best buy) and I also worked customer service for about half a year, almost every time we sent in an Asus device for repair, Asus either didn't repair it or claimed the device was damaged by the customer (which it wasn't) and in most Asus cases we just ended up paying the customer a full refund in our expense and getting the device fixed within our company. So yeah I can confirm it's just like that for Germany too...

I've worked in repairs. Whenever a customer sent us a device (phones/tablets), we would triage and send the customer the estimate. If they reject it, we would still clean it, return it to the condition it was sent and ship it back to the customer. It always went back better than it came in. And sending back the device disassembled wasn't even an option. Not sure who ASUS is contracting out for these repairs, but their policies are not acceptable by industry standards.

Love that Patrick signed it as 'Pat Sting'

"Sorry some customer induced damage. " :D

Valve wins again. I have a dead pixel on my steam deck and they made sure to repair my deck with a perfect screen, new audio board, and new backplate, FREE of charge with the warranty. ASUS defenders malding

Asus is now permanently off my brand purchase list, thanks for the in-depth investigation GN 👍

The last few weeks, I've watched a dozen or so of your guys' videos for part ideas; but this, THIS video is why I am subscribing.

I think ASUS is also in charge of 'The Department of Work and Pensions' here in the UK.

The fact that the claim dispute only allowed you 100 characters is insane and to me says they absolutely know what they’re doing and this is indeed malicious

Why are we not surprised. ASUS don’t seem to care about their customers.

18:37 "We have reach out to our repair Team...". Is that correct verb conjugation? 😐 'Pat' saying 'wtf how much to repair the joystick?' had me rolling. 😂

This video made me subscribed; I've been incorporating ASUS with my build. I was really happy that back in the day, I had a MOBO problem with my ROG 5 and it won't turn on. I was glad asus honored my warranty and replaced the board for free, but that was 3 years ago. Maybe something changed in their management? with this sad news I'm a bit worried because I just bought a 4070 prior to seeing this video. Hopefully I won't be experiencing any problems. I am an ASUS fan because they have aesthetically good-looking products, but with these. I will hold on to my money and spend it to something else instead. I'm planning to buy a ROG ally in the future, but I'll just go with lenovo legion go instead. Won't spend a dime for them until these sorts out, if ever. Thank you for this video. You earned a subscriber.

*THIS* is what tech journalism should do. Journalism. Not "review the latest product for clicks with click bait titles and completely ignore what happens to customers after buying the product".

Asus gaslighting their customers: Asus: "Remove drive as we will delete everything and the device may not work any more." Customer: *Removes drive Asus: "You have voided your warranty. You will need to pay for repairs."

i've sent a couple hybrid cooled strix cards back for memory failure. 4090 oc lc and 6900 oc lc and they repaired both. entire process was 7 days and it was back at my doorstep

I was going to get a Scar 18 today. You guys have shown me the light. Thanks 👍🏼

Asus pulling a Sony with "We're still learning", which translates to "We're still learning how to screw the customers over, without being caught".

They asked me to pay 900$ to repair a 350$ gpu 3 years ago. Damn I miss EVGA 😢

Had similar issues trying to get a video card fixed. Asus claimed only one year of warranty even though receipt and every other source said 3 years.

To think I was planning on getting a rog ally.. thanks for the great coverage GN

"Policy to mislead the customer to pay for a service they don't need". Sounds like ASUS is taking notes directly from car dealerships.

11:55 There is nothing too small for them to use and notice as an excuse to not cover you under warranty. There is nothing too big for them to miss when it would save you money via component level repair. What a dumpster fire of a company

I'm wondering if the scam is just to rush ppl into paying and if someone disputes the "diagnosis" than they let them speak to lvl2 support who actually attempts to help them properly.. OR, they figured out that "Pat Sting" was an alias? Did you guys ship the item from your offices' actual location? I'm sure your address is on a list at every major PC Hardware company nowadays due to the AMAZING work you all do in catching these scam artists in the act so many times.. Your doing gods work for all of us GN.. love you all

Had the same experience with a really expensive mobo ROG, it was excruciating to get replaced the mobo due random freezes from the bios

A friend started working at a warranty repair center. They cover several companies' products. The first step is to examine the product and determine a way to deny the warranty. They have incentives to find as many as possible to deny and are rewarded when the denials stick. So there's that.

"Thank you for choosing Asus!" in emails is like a slap in a face RIP ASUS

I had an Asus GeForce 970 that stopped working after 3-4 weeks. Fortunately the reseller store tested the card, with their own equipment, and confirmed it wasnt working anymore and I was given a new one. This was done in a few days.

Thank you for doing real journalism. Been so long I forgot what it looks like.

I bought a almost $3000 laptop for work and it died 6 months of owning it. Sent it in they said since the top of the case had a few surface scratches on it they deemed it physically damaged and sent it back disassembled and quoted me $2700 for the repair and $75 for a diagnostic fee and another $50 for shipping. Talk about a shady company. Took it back to Costco for a full refund

25 years ago, ASUS entirely shut down customer forums rather than deal with rapidly increasing levels of customer complaints about issues with their TNT2 video cards (coupled with being called out about gaslighting customers) Good to see the attitudes haven't changed

In my country: You send the device back to the store. They might tell you you have to send it directly to people like Asus, but that's just them trying to get around the relevant laws. No dealing with manufacturers, the store is your contact point by law. I've had both happen. I bought a camera some years back. A mirrorless cam. The shutter locks up. Clearly a warranty thing. I was actually uncertain about which store I bought it from at first - it could be one of two, and I went to the first one. And they was like - you need to send it to canon, here's a phone number. Call them and they'll send you the correct forms to fill out. I've dealt with this stuff at work, as I was at some point responsible for maintaining a small warehouse of tech stuff. I know it's a bit work when the manufacturers gets difficult. However, as a consumer, that's not my problem. I found out that it was the other store I bought it from. Brought it to them, Told them what the issue was, they wrote a some short sentences on a form, put it in the box and shipped it. Said "we got this" - no questions asked. One month later, the camera was back from a trip across europe with a new shutter mechanism installed. Nobody asked if I had maybe tinkered with it or anything like that. So the answer is a change of the laws that the stores has to honor. Otherwise the manufacturers do what they want to consumers. They don't do whatever they want to big store chains tho. They might try, but as a middle man that buys a lot more than a single consumer, you have significantly more power to negotiate good / swift processes when there's a situation.

GN always slaps but the "Schrödingers RMA" line killed me 😂😂😂😅 Keep up the great journalism!

I remember 15 years ago people saying that its always a gamble with ASUS. "They make great hardware, but if anything goes wrong you are screwed." I have rolled the dice in the past with ASUS and never had an issue. I won't risk it anymore.

My option of asus has gone from “do not purchase for myself” to “vehemently tell anyone considering any asus product to reconsider”

It's been like this for over 10 years, I have fought and even had lawsuits between Asus.

Glad someone pointed this video out to me. I was actually in the market for one of those.

“Accessories will not be returned to you” bruh could you imagine dropping your car off at the mechanic and they return the vehicle but take your spare tire

I work for a private company who does contracted warranty repair work for various big name brands (HP/ASUS/Acer/Lenovo/LG/Dell/Apple/etc.). I don't know what ASUS's internal warranty repair staff do, but I might be able to comment on the reason that the repair detail sheet had so many (seemingly unrelated) faults on it. Typically with these companies, their service center management programs are asinine and clunky (to say the least); in order to get parts from the company to repair a device, the part has to be marked against a specific fault which was found during diagnosis (the process would be the same for the inhouse warranty center, if they have one; they likely use third party contractors like me). I almost never get to just email the company and say "Hey, this and that are broken, please send these parts for me to repair the device". I instead have to log in to the repair portal, add all the problems that I found during the diagnosis phase, then select which parts are required to rectify the fault (or sometimes the specific parts are "preallocated" against a fault, so if I report "screen damaged", that would mean the company would automatically send me the screen and case assembly to repair the device, in this instance). I also *do not want* to repair a device, only to have the device still not work after replacing the parts I "ordered" to fix it. This results in delays, missed SLAs, and poor metrics for our company in the eyes of the manufacturer/vendor. So, using the situation at hand with the device in this video, I would want to replace not just the left joystick, but also the IO board for the joystick (the problem could be with one of the ADC chips which tells the CPU the location of the joystick, one of the connectors for the flat flex cables, etc. etc.). Knowing that the left joystick had a fault, I'd also want to replace the right one, too, (it's almost certainly from the same batch and has seen the same amount of use, so it's worth replacing it now instead of causing another RMA case if it fails in the future). Then with the SD card fault, it could be a faulty SD card slot, but the issue could also be with the circuit on the mainboard, too. This slot is soldered directly to the mainboard, so it's not like a separate item which is easily replaced. It's simply cheaper and more cost effective to replace the entire mainboard, rather than to try and do a component level repair on the SD card slot itself (also, vendors almost never make components available to you for repair, the labour costs would be insane when compared to the cost of the entire mainboard). "Connector broken" is likely so that they can get/allocate the flat flex cable which goes between the two IO boards (connector could also mean any of the internal connectors, not just one of the external connectors). "Mechanical assembly problem" would likely just be a generic "fault" which allows you to then allocate miscellaneous parts (in this case the insulating mylar tape for one of the connectors/cables/or battery). "System noise" would also be a generic "fault", so that I could allocate new tape for one of the connectors/cables/battery/etc. "Gap abnormal" would be another generic "fault" that would be used to allocate one or more of the case components (RGB rings around the joysticks, buttons, screws, springs, etc). All of this is to say that the repair technician likely diagnosed the fault, decided what parts needed replacing, then just added whatever "faults" were necessary to the repair job in order to get the parts they need from the company. It sounds insane (because it sort of is), but it's how these processes work in the background. This usually results in reports to the customer which look like this and can leave you scratching your head about all these "random" issues which seem to have magically appeared with your device. As for the case damage, I agree that in this situation it is patently insane to reject an RMA because of such a minor dent on the case, however, I do run into situations like this (particularly with Apple). If there's any amount of CID on an Apple device (other than light wear marks on the screen or bezels from normal use), Apple will fight me on the repair. The issue I have is that if I repair a device with even minor CID on it, I risk Apple not paying my invoice for the repair, I will have to bear the cost of the parts, and I risk my status as an Apple Authorised Service Centre. I don't get to reject the repair because of CID, I just have to report it to Apple and let them decide what they want to do about it. Unfortunately this can result in situations like this one, where the company decides to be massive a-holes about it, and attempt to reject the RMA. There's unfortunately not a lot of advice I can offer in situations like this, other than to clean the device with a dry cloth before you send it in for RMA (even a little bit of dirt can make minor damage look more prominent), and to push back. Clearly state that you do not care about any cosmetic issues with the device, and that you don't want them repaired unless they are covered by the warranty. Argue with them about the fact that the minor damage does not affect the function of the device, or that it has no bearing on the issue which it is being sent in for; and finally, play dumb. *Do not* admit to anything that they might be able to use against you. Don't tell them it fell off the bed and landed on a pillow, don't tell them that you dropped the device 6 months ago but it's been working fine since, don't say that you cleaned the screen with a wet rag, don't say that you left your device in your hot car, or that you don't use the factory charger, etc. Answer their questions with the minimum amount of detail that you possibly can, and remember, the problem *always* started during normal use of the device, and not following some event or other. You were just using it as per normal one day, then all of a sudden the joystick stopped working/the screen went black/it turned off/it got hot/etc.

Companies ruining things have been a trend lately. I had my car serviced and then the glovebox was damaged, now I need that fix that. Scam-tendencies.

i don’t know how to feel about this but here is my story. One month ago: Sent my Asus Z790 Gaming A D4 because of no POST. They repaired it. Current: The issue recurred, sent it back and Asus mentioned they can’t replace it because of repair history. And it was their own repair!

Brazil retail worker here. I work in a major electronics store here for almost 9 years. Every time we sent in an Asus device for repair, Asus always deny warranty saying that the product is damaged by the customer.

You know Steve is perturbed when he has to break out the microscope 😁

Please keep us updated on this! I was about to buy a ROG and now I guess it's gonna be a Steam Deck instead x)

You take your car to the dealership shop for routine maintenance, then suddenly she shop tells you you need a whole new brake assembly because they don't know that you remember that they did that last year. True story.

I saw the GPU thread on Reddit and everyone was saying to contact Gamers Nexus. Good to see you once again sticking up for the consumers. Its why I love this channel.

That's why Jayztwocents said "FU*K YOU, ASUS!" and no longer works with ASUS...

This has been going on with Asus since early last decade. Purchased an Asus Sabre-tooth Z77 Mobo in April 2012. Could not get it to post out of the box. Sent it back to the place of purchase. Their techs felt it was an issue with the memory controller. They sent it back to Asus, who said it was a bent pin on the lga socket. The place I purchased it from felt this was bullshit as neither I , nor them, could see any bent pins. They picked up the cost for the 'repair' and returned it to me. That board still has not missed a beat 12 years later but felt that Asus were trying to scam me back then in 2012

This reminds me of a bluescreen issue my company has with inbuilt micro sd card readers. Whenever these readers auto update through windows update, the entiee pc bluescreens and requires a full reset. So we had to diaable windows updates only for that specific driver

I sent in mine for repair simple joystick issue. turns out a little connector just below the SD card was unplugged. Asus tried to charge me £700 for motherboard repair. They claimed I had repasted the APU and paste was present on the motherboard which had in turn damaged the board. I rejected the quote and they charged me £45 to send my ally back. I posted this on the Asus Rog Ally Reddit and got hate for it with my post being bombarded by "fanboy" comments and eventually taken down by a moderator. Good this video has come to light.

This is a 3rd party company named Chem USA that Asus contracts for warranty fullfilment. Asus essentially grants them the ability to decide if the issue is covered under warranty or not. I do warranty repairs for a few companies at a 3rd party company. If we complete a repair out of warranty, we get paid, NOT the Manufacturer. Warranty repairs pay about half as much as normal invoiced repairs. So it's pretty clear this company is trying to deny the warranty so they can invoice the bill for themselves. To be clear though its still Asus's responsibility.

What a difference with DELL. They sent an engineer to your house,, changed or fixed the issue, and at no charge at all (of course, I have a $400/y warranty). So far they changed my laptop keyboard twice because of factory issues.

Management at ASUS repairs needs a revision.

I’m no lawyer but this looks like a class-action lawsuit

As an IT advisor for a little over 200 companies in the Tampa area, I always tell my clientele to avoid the first iteration of an electronic product. Now I have to tell them to avoid yet another entire brand of products.

big thanks for GN, rn the asus rma for my display is only using 2 day without any over messg (Canada), i cannot believe that this happen was before 2 years ago... last time they fix my 6800xtlc was taking 3 weeks and they don't even let me know when they done, until I ask them done or not.

I was saving up to buy a Rog Ally but after watching this video I got myself a Steam Deck Oled today. Thanks!

"Any out of warranty repairs paid by the customer is non-refundable and does not guarantee we'll repair it" uh.. WHAT?!

ASUS is now blacklisted for me. They have “sus” in their name for a reason. Certainly a sus company.

I was planning to get the ROG Ally Z1 extreme.. thanks to this video I will save my money and look for another hand held.

8:40 I think my favorite part of that form is the crossed out "Yes" with a handwritten "No" next to it to revoke consent to survey participation. They straight up didnt want to give you an option on that one LOL

Love it when a famous YT channel reviews a warranty claim. It's the only way to improve company's behavior. Keep up the good work!

I worked at a large online retailer. I sat in our direct technical customer support. Most, if not all ASUS RMA’s would be come back with notices of CID. Scratches, “too much dust”/dirty product, liquid damage, even assuming customer shaking the product too much… We changed our procedure to photograph all CPU sockets, ports, PCB’s of ASUS products, before forwarding, simply to help our customers from unfair practices.

I had an Asus laptop that need to get some parts replaced and what I found out is sometimes they don't really do the repairs themselves. Not always but sometimes it's like some company they hire to do the fixes. And depending on who they hire the quality can vary. Not that that's an excuse but yea they had my laptop for awhile but it did get fixed.

I sent my ROG Ally Z1 extreme last year to fix the SD issue. It was sent to their warehouse in Netherlands. They sent it back to me after a week and said they found no issues. I went to the local shop ElGiganten and they actually got it repaired after a few days. Then I sold it and got myself a Steam Deck OLED. Never touching ASUS again.

$200 extortion penalty for what is basically a fingernail indentation - Steve should also report ASUS to his state's Attorney General of Consumer Protection and have them go after them as well.

Thank you for the FTC recommendation!! Love this idea. Ganna come in handy

Imagine had a professional power tool manufacturer did something similar over a tiny scratch or ding, you can bet that they wouldn't be in business for long.

I'm going to keep donating and buying things from GN exactly because of videos like this. I'm never buying or recommended anything ASUS ever again. On top of the bad service and overcharged, asking users to write their OS password in plain text on paper that you send via mail is abysmally bad security, I can't believe, at a multi-million dollar company, someone looked and approved that form. At best this is utterly incompetent, at worst this is outright malicious, on purpose.

You should do a video where you purchase a brand new ASUS, open the box then close it up and mail it in saying there's a "problem" and see what they say.

I heard a lot of the companies rejecting warranties because of "Physical Damage". We bought 6 noise cancelling headsets from Sony for some of our staff, and were planning to buy one for all our staff of 28. With in 3 days one speaker popped out at the hinge, the following week another. We called the reseller and then were given Sony's customer support number. We called, "we don't cover Physical damage". They offer us 10% off a new set. Looking at there forums this was happening a lot. Even a reviewer had the same problem, but wrote Sony replace them quickly and with no fuss. I know some will say, "If they snapped or popped out of a socket then that is you being to rough". I expect a mechanical part to be durable for the one of the most expensive headset on the market. This excuse allows companies to send poor quality products out the door with no accountability. This was 4 months ago and only 2 headset didn't pop out of the hinge. Being a machine shop we crafted new parts in steel to replace the cheap plastic socket that was used and got Sennheiser's for the rest of the staff.

Man, Gaben’s “release good products, do nothing, and let the competition shoot themselves in the foot” strategy wins again. My Steam Deck just keeps gaining value.