ASUS Scammed Us | Asmongold Reacts to GamersNexus 

RIP ASUS, I’ll never buy another item from them and I’m pretty sure tens of thousands of other people feel the same now.

ASUS: pay us for the handheld or get er back in pieces. Actual mob tactics.

As a Repair Technician, I can confirm that some places absolutely want you to get quantitu over quality. They dont give a shit about the customer, just their numbers. I couldnt keep doing it so I found a place that prefers quality, and now I work on maybe 4 things a day. Being able to work on something for multiple hours makes sure that anything I repair is ACTUALLY repaired!

It's more that some suit decided that the repair department has to turn in a profit instead of actually fix shit

We live in a Cyberpunk world without the cool tech, but the shitty corporations

I 'm from Taiwan, where ASUS is founded. "ASUS scam the customers" is not so surprised here, they already have bad reputations. I'm just shocked they done this globally 🤣

The future: **Finds Fingerprint of Customer on Product** “User damage”

I live in a state that has an Implied Warranty Law for everything you buy. My wife's galaxy after two years had the antenna short out, the manufacturer and cell phone retailer would not warranty it and kept saying it's the others problem. After like 6 weeks we just sent all the emails and phone calls time stamps to the Business bureau. A day later we got a call from the retailer and asked us what color phone do you want. The morale of this story is if you know you're in the right contact the business bureau. Most companies know when they are wrong and will not want to go to court of any kind because they know they will loose and spend more money then just repairing/replacing the defective item.

This is like the repairman that knifed the TV to avoid having to repair it.

Laughed very hard, then noticed the ASUS logo on my screen, proceeded to pet my screen very gently

I have an acquaintance who works at ASUS in the repairs department that handles these RMAs and yes, they not only have KPI's but they get wage bonuses if they exceed their quotas.

Well i have worked with repair there is indeed a "preformence" chart one can say that effects what you can "repair" for a profit for the outsourced company doing the "repair". Hade also coworkers working for ASUS direcly... we can say ther is more to it then what the outside see has well. XD

I mean at this point, ASUS is begging for a class action lawsuit. Bury them.

This reminds me of early 2000s Alienware, where it would void warranty if the machine was overclocked.... and it came overclocked.

What most likely happening is that on receipt of an item through this process to repair, the initial techs have a flowchart of things to look at to kick out or keep in for the standard process. This process was probably created to streamline the sheer volume of product repair returns in a timely manner. Someone, probably on the chain of succession to yield better returns to the company, had the bright idea to get this flowchart altered just enough to kick out of the free repair process. This then triggers the automatic responses from non-reply email accounts and holding your product hostage that you already sunk a fuck ton of money into in hopes you do not press the issue further. Hell, they probably have a button to auto generate "Customer Induced Damage" on their work terminal.

Fun Fact: Starforge won't ask you to pay $200 to repair scratches & dings because they know that's probably how it arrived

ASUS has started on support calls, telling users to update the UEFI/BIOS to fix known issues, then telling them "you just modified your product...no warranty for you!"

You know whats funny. I bought a Blue Yeti microphone and after about 6 months of use the power connector was having major issues. I contacted Blue through their warranty RMA. They emailed me back within a week and said after reviewing my RMA request they would send me a replacement. They sent me a whole new product. A $100 mic and they were like "yeah just give him a new one, we messed up". THAT is called taking accountability.

*Never buy anything over $500 without a 5+ year warranty*

like 10,15 yrs ago i had a maxton hdd 60gb iirc. It broke after like 6 years and was out of the warranty. They said that its out of warranty but would replace it anyway since they care. They then got me a 80gb hdd which was not unsinificant back in the days. I liked that move alot.

Lmao the start "Pay 200 or we may not send the device in parts" this is like some sort of Cartel "Give us 2 million or we may or may not mail your son/daughter in a briefcase"

It's not only Asus. I worked for a licensed mobile repair company (Samsung, Apple, Huawei) and I stopped counting how many times my boss scolded me for being too "nice" with customers.

my first and only asus rog laptop started to open up - bottom panel started to physically open up because the tiny screws they decided to use were loosening because the very little thread they were screwed into was wearing out. this was after less than two years of usage. while under the warranty, i brought it back and was told they couldnt do anything for me even though it was a design flaw from their end. ended up no longer being able to bring the laptop outside anymore and used it as a shitty desktop. this was in 2016 and ive never bought an asus product since.

this is identical to when you take your car to the shop to get a tire rotation and they tell you that your radiator needs to be replaced before you can have your car back.

I work in electronics manufacturing, and work on Debugging units from time to time. The idea that a company would fix a unit sent back for warranty, then send it back to the customer un-assembled, is fucking hilarious.

"You done messed up , A-A-Sus"

I work in a place that’s authorized to repair iPhones for Apple. And from that perspective if your front and back of your phone is cracked, I can’t just replace the front to make it function because when you split the phone, it will crack both. So if your screen was cracked, it would make sense that they would charge you for the joystick and the screen because it would crack in the process of the repair. But the Ally ROG that was sent in was only dented. There is literally no way that would damage upon opening.

Imagine if you send your car for flat tire, and they came back saying you need to replace the whole body panel because there is microscopic scratch on the skirt 😂😂

They would make great kidnappers. "Yes, we will send your daughter back to you, but she might be disassembled"

Will share a Asus repair story from the Philippines. I worked as a sales-tech for a PC store for about 6 months. It started out as a Mom & Pop store but it grew to have branches through out the country. Anyways, we exchanged customer service horror stories. So I heard a Asus story from one of our senior managers. Customer buys Asus gaming Laptop with a bunch of freebies. Week later customer comes back Screen is black. Months later it came back "Fixed". When starting it up in store, the screen was still black. Months later it came back again "fixed", testing in store shows screen lights up and works, but the key board is bricked. Half a month later, Asus repair gave up and authorized replacement. The model was phased out months ago so the store can't replace it. Asus authorised trade up. The laptop customer chose was not in some promo so customer is required to return the freebies in order for Asus to release the trade up laptop. Customer agrees. Whoever that dude was had the patience of a saint.

I think the subtext that everyone is missing here is not that they failed to replace the joystick that should be covered under warranty, it was there position that the dent constituted user damage and thus voided their responsibility to honor any warranty claim. Having said that it still bizarre that they didn't make this explicitly clear and also you would think they would have said something to the effect of we can replace the joystick but it will cost you x dollars as well.

The thing is charge like half the price for the repairs but when the device is arround 3k thats when the boundry had been crossed to far

"They [ASUS] just need to fix their customer service." Unfortunately, I believe their customer service is working exactly as intended.

Here's basically ASUS warranty in a nutshell: "Nice ROG Ally you have here, pal. It would be a shame if something happened to it." 😁

Honestly nowadays the only chance to claim warranty is through retail stores. Buying directly from manufacturer is a big no no. So much shit like this is happening regardless of which company.

Took my laptop to a local tech repair store because the wireless adapter that was built-in had stopped working. The dude said it started working when he turned it on, ran a diagnostic, and didn't charge me a dime after he confirmed it was working.

My first laptop was Asus. Used it for less than a year before it bricked and wouldn't turn on. Sent it in for a warranty claim. Asus comes back with an invoice for $500 claiming I wasn't covered. Okayyy, super sus but fuck you send my shit back. I never got shipping confirmation from them. Email chains for weeks. I finally call in and am told they lost my laptop. Not that they shipped it, provided tracking, and that it was lost in transit, but that they simply cannot find it to ship it to me. $1300 laptop stolen and lost because I refused to be extorted. Fuck Asus. Never again. Not a prebuilt nor a component.

The whole reason for getting a steam deck for most people is valves amazing customer support. This doesnt surprise me when i see this stuff.

I think this is a company order to compensate for faulty equipment with good warranties. Its similar to insurance. They don't want to pay for something if the dont need to. So if they can flag it as not covered then warranty is out and its back to profit.

The bit about KPIs and turning your work into a numbers game I can wholly relate to. I used to work for a software company in the support department. 1st line though my main thing was running through installation, configuration and usage of the software, so I was like a software trainer I guess with support on the side. The thing is, it was 100% based on how many tickets you resolved and not about how big an issue each one was, so the other 1st liners would close tickets after each response so if the client didn't respond it still looked good for them in the statistics. I however left tickets open because they weren't resolved, that way I knew that if they didn't respond then I needed to check in and make sure everything was back to running smoothly. This obviously left me looking bad when one of the support managers did a review thing with the whole department. But this is what I expect from support if I need it, otherwise I've got to call in again and again until it ACTUALLY gets fixed, which costs time and money for everyone involved. Another thing this led to was others ignoring tickets that came in close to finishing time and pushing hard tickets onto those who finished later, again making themselves look good and others look bad. An example would be the others creating a ticket if someone wanted their activation code resetting, which allowed them to reinstall the software. I'd instead have tickets that took days of troubleshooting and directly involved the guys in development to come have a look, and then waiting for a new version to be released with fixes. I can't just close that ticket because it isn't in any way solved. They could obviously open and close a lot more tickets than I could, thus I looked bad when the reviews came about.

I get all my news from Asmongold.

Asus is using third party companies 100% confirmed

I feel like the problem is that Companies always trying to find loop holes for extra money drain. Like rats. The problem is that most of them get away with it. Customer protection is an issue since the middle ages.

My last two builds were Asus MBs. I don't think this will be the case going forward.

Sounds familiar. Previous laptop was an ASUS laptop. Sent it in for repairs 2x. 2nd time it came back, it came back unrepaired + extra damage. Sued them, they gave in immediately.

I am currently fighting with ASUS to fix a motherboard that I RECIEVED broken. They want me to pay for repairing it even though it is still covered by warranty. And when I told them that was not going to happen because it wasn't my fault, they just throw a different 'representative' at you who repeats the same drivel. Edit: They say that NO pin related issues are covered by warranty. What a joke of a company.

Thing is, this is not the way Asus warranty works in Europe, only good experiences with EU Asus RMA. This is most likely how Asus warranty works in North America. But it might be that there is Legal guarantee in EU, burden of proof is on manufacturer or retailer that user handled the device in way that damaged it, just scratch in casing is not enough in EU for them to be able claim that device was handled improperly.

Never assume incompetence when malice fits far better.

ASUS: "Your handheld sleeps with the fishes!"

Guess people need to start taking 4K close-up photos from every angle of the product they are sending, together with a note that says "I have taken high resolution photos of the product and have confirmed there are no scratches and dinks. If you claim there is user damage on the product and tell me to pay extra, I will pursue legal action for attempted scam". and package it super-well so there's no possible way for it to be damaged on the way to the repairshop.

This is common among all electronics when the manufacturers subcontracted to 3rd party repairers: they tend to exaggerate (or even lied) the problems in warranty claims and tried to con money from the owners. I have similar experience with my folding phones with Samsung customer services when they demand me to pay $400 USD to replace the whole main board when there were dead pixels. I urged to lodge a complaint to consumer tribunal, they approved all the repairs without any charge. The most scary point is, their KPIs are measured monetary...

20:19 This is so true, especially in software development where most managers just think that more code is better, which leads to bad performance, buggy code, and unnecessary code. Adobe managers LOVES this.

I said this on the Gamers Nexus video, but Valve's RMA process is a lot less stressful. They will send you 3 replacement units and repair your steam deck for free, no questions asked. They will give you a repair for free out of your warranty. This is why I bought a Steam Deck OLED over a ROG Ally. The company behind the Steam Deck actually cares about its customers.

You're scared having an asus monitor? I'm watching this on my asus laptop. This is a TERRIFYING video.

This reminds me of the scene in the movie, ‘The Mask’ where Stanley Ipkiss goes to get his car from the mechanic shop.

That's probably an employee doing it's negotiation magic 😂

The repair language reads like loot boxes "All [lootboxes] are non refundable and may or may not contain the [legendary] advertised on the page".

I own an OG Steam Deck, had JUST finished doing a case swap to the clear shell when that came out.. a week before the OLED SD was released. Since then, I've been really considering a Rog Ally as my next upgrade. I will no longer consider Asus for any product in the future, ever.

This is so weird because i have a laptop since like 2015/16 I literally sent my laptop in warranty because i thought my keyboard lights weren't working well and i literally let my computer fell and had a big dent on the cover case of the keybord. And they literally replaced an esthetic matter and the keybord was actually fine... its just how the lights are ... but they didnt requested any money and i was actually amazed by the service they provided me it was actually weird when they replaced the cover case

One thing I have seen with any Device is air restriction If I where to design A case I would go with A mesh so air can come in from all direction's better cooling!

Surely these companies are learning you cannot get away with this. As my army LT said 'trust goes in with a teaspoon, and out with a shovel'

As someone who’s still trying to decide between a Steam Deck or Asus ROG Ally, this just made the choice much easier

I once sent an electrical grill that had stopped working after 20 seconds of being on to RMA, they said the issue was that it was dirty, they cleaned it a bit, sent it back, and lo and behold, it still didnt work

Damn i love my laptop but if this is what there doing I'm gonna have to look elsewhere when its time for a new one, hopefully they turn things around before then.

This is literally illegal. The magnuson-moss warranty act would side with the customer every time and give them lawyers fees. The problem is it's a US federal law, which means you can't go to small claims court, you have to go to real court. The US court system is full enough as it is. If you bring a case into court that is worth less than 10k you will just piss off the judge.

The fact this device doesn't have replacable analog sticks is wild.

the liquid damage remark is likely part of a copy-paste template that the sender forgot to edit out.

That tiny little "damage" is a negligible production error nobody noticed, until ASS US had to find a way to ask for money.

Soon videos like this won’t be allowed. The internet is the best place to highlight this and they are gonna make some b.s like no more downvotes. They already tried it with “negative reviews hurt companies” but this is the best place to air this out

New Helldivers Objective: Boycot Asus

22:00 this immediately made me think of starfield and how it seems to be driven by a performance metric where "time played" is the only thing that mattered, so they filled the game with copy pasted content to pad the time played.

I'm a HVAC service tech. Every August I have to do a total inventory of my work van for the audit that the company pays for. So yes you are correct that big companies pay for audits to make sure everything is right.

Companies really do be pushing it harder these days in trying to kick the consumer down to their knees.

I live in Taiwan and work in Tech. Most of the people I know that are in my circle don't buy Asus. Their products have rad design but the quality of the sourced parts and warranty/repair support leaves a lot to be desired. The sourced parts comment came from an acquaintance that used to work for Asus. Tech related forums in TW also has quite a few complaints regarding Asus repair and warranty to the point they coined the term "You'll unlock Zhao Yun's mission sooner or later". A jab at Asus' support quality where they send items with issues for repair multiple times without it ever getting fixed. It's a reference to the Three Kingdoms (Think Dynasty Warriors) general Zhao Yun where he had to charge back into the enemy formations a total of 7 times to save some important people.

I had this kind of a thing happen with my old laptop. It didn't power on anymore suddenly so I sent it in for a warranty repair. Got asked to pay 750€ for a broken motherboard because of "user error" and that was the only explanation given. The other option was to just pay for the return of the laptop, but they won't repair it, so that's what I did. My mom (who is not at all tech savvy and doesn't understand anything about computers in general) opened up the back, vacuumed some dust out and it turned on just fine after that, nothing was actually broken. Worked fine for another 6 years, before old age slowed it down to the point of it becoming unusable lol.

Holy crap, this is super similar to when I had to send in my ASUS laptop for a simple fan replacement, and they made up 50 excuses of tiny things they needed to fix and just like Gamers Nexus, when we pushed back they said the same crap about "Liquid Metal" holy crap! It ended up being cheaper to buy a new and better laptop than the huge repair price they tried to pressure us into!

KPIs are an interesting problem. Because KPIs are designed to resolve the problem of negligent and incompetent employees. However, as Asmondgold stated, the introduction of KPIs turns the job into a game where employees are incentivised to get a high score. This ultimately increases the performance of the bad employees but it also decreases the performance of the good employees. Most businesses understand and accept this phenomenon as it results in an improvement in their worse possible outcome at the expense of their best possible outcome.

I work as a cable tech, and I can say that the score cards we have rewards those who just play the system and fix nothing. had one guy cause an outage for 3 towns and have a perfect score card. and another guy who replaced everything and rewired whole houses have a shity score card, shafting him out of his bonus (he quit).

Had the same with a r580 a few years ago. Got artifacts within waranty. Support told me i already broke warranty because one of the cooling fins was bend just a little bit. They told me it was me who bend it while trying to fix my card.

Once they noticed it was out of the one year warranty it came with (Manufacture warranty) they turned up the screws on your wallet.

Meanwhile it took me 1 email to get my EVGA card replaced back in 2016 for coil whine. Free of charge, within a week. Sad that they're gone.

I won't be buying ASUS products ever again. It's disappointing to see a company we once trusted go down this path.

I recently purchased an MSI CPU and GPU and both arrived DOA. The RMA process was fine, but still had to pay over $40 for shipping.

Valve must really love all this free Deck advertising

Even fast food chains have audits called "secret/mystery shoppers". I used to work for a company as an "independent contractor" that specialized in those kinds of audits. I secret shopped anything from best buy to a local car dealership.

HP did the same shit to me. I sent my laptop on because it kept freezing and saying "boot device not found please install an operating system on your hard disk". HP not only DIDN'T diagnose why it was doing that, they sent me two pictured of issues they "found" and asked for like $500 to fix them. Both issues had nothing to do with the problem I was having mind you. They even went as far as NOT telling me my computer had even arrived at their repair center until my warrenty expired, bunch of crooks.

Is this just in US or are there cases like this in the UK too? If it applies to UK too i'm screwed I got a ROG Strix 4070Ti OC Edition and a Rog Strix Hyperion Case i've even got the RGB rog GPU bracket to hold up my gpu! I was planning on a full rog build and was gonna get a ROG STRIX X870-E WIFI Gaming AM5 Motherboard and a 8000 series ryzen to go in it and I was even planning on ROG Stix NVME's, AIO and other parts basically making it the most rog build I can... but now I'm not sure I want to, as for my gpu I think I should start studying GPU architecture and soldering cause it sounds like if my 4070ti OC ed ever has any issues I might have better luck repairing it myself! can anyone suggest a different company that hold's to their RMA's more?

I used to work at a computer store 6 years ago, and they used to the exact same thing even then. I've never purchased an Asus product since then.

dont ever buy ASUS stuff, I learned my lesson like 20 years ago already.

I had a summer job during high school where I was a 'support' technician. All I did was ask one question; "Did you turn it on and off again?" If they answered no, guide them to do so - 90% of problems are fixed. The last 10% were the techy masters trying to speak about motherboard chipset problems, where I diverted the call to actual technicians. In short, I was a living filter for tech issues for a summer. It was pretty interesting for a week, then it got ridiculously repetetive.

"The first week of our computer repair class all I did was organize the cables" if noone ordered you to do that then you had good instincts! You took a week so everyone after that could take LESS time to grab the right cable.

This is scary, I literally have a Z1X and the left sticks only goes up and down and now I am not sending it in. Spent half the cost of shipping on tools and new sticks and doing it myself.

The worst part about this is that the technician and all the people that sent the emails to GN will be the people to get fired, before Asus will even take a look at their systematic issues. I work in customer service and anytime there is a problem, the person that did the mistake gets axed first regardless of whether the system directly or indirectly led to the mistake.

And this is why i was telling people to buy the steam deck. Everybody was yelling about this being a better handheld, having a better screen, etc but now look at what everyone owning one has to deal with lmfao.

Work for valvoline, they explicitly tell us not to force upsales in customers, but then will fire you if you don't have enigh upsales, very confusing.

they did this to me too. my monitor was being weird and turns out it needed a software update (or something simple) they only they could do. they refused to update it because they saw a scratch on the monitor (that i'm pretty sure happened during shipping it there). also they wrote down email address wrong and took 5 tries of calling back to get it right. I refuse to buy any ASUS product again.

It’s under warranty and they failed to make a warranty repair. Then chose to try and force you to pay for unnecessary repairs. There is no way to not choose the payment option and go through with the warranty repair only.

happy to see this because i was on the fence between the ROG Ally and the Steam Deck. ill be going with the steam deck lmao

"If you give people tools that turn their job into a game don't be surprised whenever they stop doing their job and start playing the game", that was an amazing quote.

THIS is yet ANOTHER reason why I miss EVGA making video cards and motherboards. Their customer service, even to this day, is legendary.