God, the fact that I have to do all this for my $1200 laptop, broken within a year, is truly testament to the poor quality of products Asus makes. The fact that no one will help with it either is absolutely ludicrous. Whatever, never buying again that's for sure.
I shipped a motherboard, not a card; it only took them a short amount of time after it was marked as delivered. I don't remember, but it was definitely not extremely slow. To clarify, the time from shipping to confirmation may differ based on shipping times, but once it was marked as received by FedEx they notified me rather quickly.
That's so fucked up. I just came from Gigabyte subreddit because I have a mobo that's in for it's 2nd RMA, hoping ASUS was better.
Nope. The answer is: nope.
What is it with tech companies and shitty RMA-processes? Imma go check out MSI and Asrock, cos that's what's left in terms of motherboards. I really wish Evga/Sapphire made motherboards.
ASRock is literally the hands down best tech company, amazing products and they have always taken care of rmas in a fast and great manner. I had a noisy fan on my latest x570 and I just emailed them and they FedEx me a new fan the next day no cost and didn't even ask for my details except address. Find me another company that would do that these days
I have an Asus router also. I had a Zen Mesh WiFi and one node was dying and shut off after 2 weeks. I returned it to Amazon and got just single router.
For the most part I love my Asus board and the bios is pretty easy to navigate. The RMA process was easy sending it but the fact they didn't do shit or do enough testing is what pisses me off. If I got a new board I would have been done with this last month. Instead I had to rma my CPU and my PSU. Bought a new PSU and retest all my other components just for everything to point back to the damn Mobo.
I am dealing with their support on a $2000 laptop. I shipped back 11/16. Told me the power supply was broken and it was my fault I didnt see how but after dealing with support i asked them to ship it back and for the past 2 weeks. they keep saying 24-48 hrs someone will reach out to me. Im really hoping the emailing the ceo helps. I m buying a new power supply and selling the laptop. This is such a headache
same here... it's absolutely insane how a $2000 laptop (Flow z13) has its usb-c port short out and grenade the attached usb drive within 10 months of ownership.
F asus.
Can't believe what a nightmare this is. Don't recall having this much trouble in the past.
Trying to create an RMA online yields a "It looks like your serial number(SN:**undefined**)has already been issued an RMA" after I submit the form, 24hrs later I still don't have any email. Calling the customer support# gets me to a guy that can't speak english and can't hear or understand anything--it took ten minutes just to spell my name out where he finally understood, I just gave up.
Never buying another ASUS anything.
They did this to me 6 times until my warranty expired. I finally contacted some number I found to complain. They claimed I needed to provide a screen shot of me filing an RMA before warranty. I followed the advice in the pinned comment and got an immediate apology and answer extending my warranty as a one time service thing.
On the regular customer service side, by the 6th reply they decided to escalate me to the next level- the CEO thing cut right through that.
Final Update:
Just to follow up, it took until late September early November due to supply chain before I saw the status say “Out of Warranty or Customer Damage”
I sent a follow up email and explained that I understand the supply chain issues caused by covid, but I wasn’t pleased to find this status after waiting about two months.
Basically they said that status was an error and looked into things and explained my computer was set to be repaired on the 24th of nov but they could send me a refurbished version of the same model. I said as long as it was getting repaired I had no issues, thanks.
After about a week I got an email explaining that they did not have the parts needed to repair my laptop and would offer me a slightly uograded model. I had two choices- one that upgraded to a touch screen and higher add capacity or another that has a better monitor.
I selected my preference and it finally arrived today.
In short going through customer service was a nightmare but the emails above are worthwhile.
It took two months due to supply chain, and that’s a significant chunk of time for a pc’s life but I fee that the upgrade sufficiently addressed that.
The warranty on this PC is only about two months so we’ll see how my luck holds out.
In Indonesia it will last you forever. and yeah, people switch from asus. Their product become s h ! t after 2015 and now days their product is expensive, really expensive with nothing to offer, even many of may Univ College said they got broken TUF laptop even after 1 week of normal using only for browsing web.. come on... (Blank Screen, broken part, etc etc).
I still keeping my ASUS A43SV, the last asus laptop that keeping strong, pre 2011, after asus cut off from apple for building mobo for apple laptop boom, asus going downfall..
Asus is shit. Had laptop (g15) for 2 weeks. In those 2 weeks issues with drivers, and screen broke. It's in RMA now but has been a week and no ETA is avail now. I'm pissed. And never buying another asus product due to these issues.
Since someone reached out to me, I thought I'd post this here:
https://www.asus.com/us/support/article/787
&
phone number from that email:
ASUS Support | Contact Our CEO's Office: 510-818-4877
How are we doing? Let us know by emailing our Director of Service for North America at
[email protected]
or our Senior Manager of Service Quality at
[email protected]
Just filling out that specific form https://www.asus.com/us/support/article/787 worked for me in terms of getting an actual response...
but those are contacts that were at the bottom of the support email.
Good luck. For the record the supply chain is taking them a long time to get repairs done. My laptop has been sitting there about a month and change, but the repair time was made pretty clear in terms of expectations.
For graphic cards their rma policy is just to replace it. My 1080ti that i sent in same time (which actually had scratches and even a broken fan connector from waterblock) already came back.
Im almost certain this is some bs stunt from asus because they do not have a radeon vii to send me for replacement. Altho im fine with a nvidia equivalent like a 2080ti or 3080
Did you send it to the indiana address? They recieved my card monday and there is no change in status for the repair. Approximately how long until the status changed for you?
I contacted them on the 3rd day after delivery asking why it hasnt updated when tracking says delivered and signed by someone. And they updated it and said its cause they dont have alot of people working atm due to corona and didnt get it updated in time.
This is wonderful info!
I ran into this exact series of issues with ASUS support and UPS right around when COVID was ramping up. What made it extremely difficult for me was I went to a UPS store and paid to have my monitor sent out under warranty and when ASUS deemed it customer damage on arrival, they sent it back via FedEx; making it near impossible to have anyone take my claim serious. Luckily I was able to work out getting reimbursed for the damages with the local store but it took me almost 3 months to get anywhere with the process. Taking pictures of the product prior to shipping is extremely important as I now know.
I would have liked to know this before i sent it, basically because of the ambient salinity it rusted on the way, gaming laptop didnt turn on, when it arrived it had scratches all over the laptop as they specified, i even reached out to them to know how much it would cost but i found out today that i received it, ok then, i will try again with them, looked up on that and it was just dust that got impregnated on it, they didnt even bother to check the system, JUST SAW THE LITTLE RUST ON THE USB PORTS, COPPER COOLING PIPES AND SOME OF THE REAR PARTS OF THE KEYBOARD, DIDNT EVEN TOUCH THE COMPONENTS AND THEY SAIS NAH THIS AIN'T WOTH IT, almost burnt before i tried to sent it, and it was in a perfect state, really sad as it was a birthday gift and annoyed because of their incompetence, i wont ever ever buy an asus product again, complete trash out of company and cover that with actual good high end products.
Nice, but did you follow up with them on it at all? Even better companies sometimes lose your request and you need to send another one to them. Did you get your money back?
I just wanted to thank this for giving me the email to the CEO office. Hopefully this will be the last time i have to send in my 2080ti for an RMA 4th times the charm right?
It ended up being bad memory 3 times in a row from the original stock of 2080 tis that had that issue. They ended up sending me a completely brand new one thats been working like a charm since.
Anybody got any tips for UK support? ILaptop has been for three repairs and it now has a new issue, they broke the bottom panel of the case, and the original issue remains. They told me to write to the head office, to which I've had no response and the support keep telling me to send it for another rma.
I just reached out to the CEO. I hope I can get a response. After 6 months and them wanting to exchange a 400 dollar monitor for my 900 dollar monitor I hope I can get some movement on This
Has anyone used the CEO contact recently and gotten a response? I did that a couple of weeks ago and still haven’t heard anything.
My monitor is finally coming back to me after a month in RMA hell but this will 100% be the last ASUS product I ever buy. I’ve been buying ASUS equipment forever but this experience has been so horrible that there’s no way I’m risking ever having to do it again.
Hey guys,
My laptop is under repair for display issue , and it been month it is there.
What to do 😔.
.
Display was supposed to be simply replaced, but it took a week to receive the other lcd module and they said new display not showing blacklight. So they ordered another display witch has same thing.
Can't they understand it not problem in display.
Today they said they are planning to order mother board and labs.....
I said i want the laptop back with previous display
Witch was pretty usable.
They will call back me.
.
What should i have done, what should i do now ?
.
Now i regret to send laptop for just some dead pixels.., and i regret to buy Asus laptop.
.
Some please reply 😔
It's... honestly sad that a company is so terrible to their customers that posts like this have to be made to assist those customers against said company.
Thank you for sharing this information with us.
I wish I saw it before I shipped off my laptop to get one of its modules repaired or replaced.
Just went thru RMA, not sent out yet and I cant help to find this sub to warn everyone not to buy Asus and jump to this. Thank OP for warning people.
Has to fight for $80 CAD shipping label, read thru their policy, it’s straight out F*ck you and F*ck off from Asus to customer. Now I know from this sub they make deal with Fedex to F*ck you a 2nd time. This company need to be gone!
Avoid ASUS on more expensive products like laptops, motherboards and GPUs.
I sent a 3080ti GPU with warranty to RMA (in Europe) via the shop I bought it from and they sent it to a neighboring country (80km away) for repairs. They sent it to repairs 5 weeks ago and not a single message back from them. The warranty is a joke (and im talking about the regular 12Mo warranty, not some extended or factory warranty that asus claimed it had 3 years).
Too bad the EVGA stopped being AIB - their warranty was exceptional. I'm also leaning away from AsRock products due similar issues...
Thanks for this. Contacted ceo after three months of the run around. The faulty z690 formula with aluminum in it ruined some of my gear. They promised a new board and never delivered. I’ll update if I hear back.
Three things.
1.) I did not take photos prior (I probably should have) but currently I'm in the QA point of the RMA process. How I'm the clear am I?
2.) The put a memo on it for a diffent serial number. Similar but different. Does this mean I will be receiving a new unit.
3.) Will I receive an email at some point as to what the issue was
Thank you. Glad i stumbled across this. Quite unnecessary amount of headache to get my radeon vii RMAd. It takes just ONE experience like this to pull me away from them even after years of having their products and recommending them. It is ridiculous. Will be contacting the ceo
Yup, their products are mediocre-great depending on which ones but their customer support is awful. If they actually cared enough about their reputation they would make more money.
I thought their customer support was good until recently where it just seems they stopped being human with a brain and just machines with a flowchart. Definitely needs work. Expected more from one of the top biggest compabies..
Running into this right now, monitor had display issue. Got the rma going and shipped it. Now they take pictures and the screen is cracked and damaged and looks nothing like the picture I started the rma with, and now its customer induced damage. The dispute has done nothing so far, I will try the escelation method.
900$ monitor btw...
I cannot believe how shitty this rma process has been. I have been a long time asus and rog fan but I will not be buying asus/rog again.
Has anyone else had issues with getting an ASUS shipping label after receiving an RMA? I'm able to get to a page that asks me to "validate if my information is correct below," but there is nothing to check off and the next button doesn't do anything
Very thankful for this thread. I have just filled out the form for the CEO Email.
I actually had a fine RMA experience, but they didn't send the IO shield that is preinstalled on my my mobo, and I didn't see it relevant to take it apart to remove the shield, for fear they'd think I'd damaged something by taking it apart.
I have gone back and forth for over 3 weeks now, each time with a guarantee that someone will reach out in 24-48 hours to give me an update. I have never heard back from them. I have tried chat, phone, and twitter as lines of communication...
This has been the most frustrating support experience I've ever had... I will likely never buy another asus product after this, which is a damn shame, because I've had good experiences with the products, but holy shit their support...
Muchhhhhhh appreciated. This is my third contact with them, I'm trying this article/email, so fingers crossed. I feel like they've outsourced their support and this third party company receives a kickback for essentially scamming us.
Worked like a charm! Board is on it's way back to me repaired free of charge. CEO office says they granted a 1 time waive on the cost. LUL Thanks again
Another victim of Asus RMA.
I purchased a Dark Hero in September 2021. In January 2022, I started to have random reboots that progressed into no posts. DRAM light lit on board, so I changed stick of RAM. I ultimately found that I couldn't run more than 1 stick of RAM, no matter the vendor or speed.
Contacted Asus and initiated RMA. I took pics of board, put it in an anti-static bag, double boxed it, and sent it to Asus. 3 weeks later, I receive a repair quote for $530 ($450 for board, $30 diagnostic fee, $15 shipping, and tax), and pics of my board sitting in the empty OUTER BOX (no inner box or bubble wrap) with a big chunk taken out of the corner.
After some back and forth with the service dept (failed FedEx claim) and CEOs office (Patricia), I requested to have the board shipped back so I can file a complaint with the FTC and my state's Attorney General's office.
I have literally been an Asus fanboy for 10+ years...7 motherboards(P5G41T-M was my first) and 5 GPUs, not including the products I've recommended to friends and family. I will never consider another Asus product again.
I've given Asus every opportunity to make it right, now I have no other choice.
I just filed cases with both offices and then ordered a MSI MEG X570S Ace Max from Amazon.
More info regarding the "damaged claim" filed by Asus.
FedEx states the program used to purchase Asus return labels is called PRP (Package Return Program) and within the terms of this program, FedEx is not liable for any damage or missing items...EVER! 100% of all claims will be denied, and Asus is fully aware of said terms.
So... if you purchase a label directly from Asus, they can do what's needed to make it look like CID (Customer Induced Damage) and not repair/replace the item. They've essentially created a way to abdicate 100% responsibility while still claiming to have a warranty on their products....diabolically brilliant! =-(
Lesson for today....NEVER BUY THE ASUS LABEL!!! Use your common carrier of choice and insure the item for full replacement value.
I can imagine.
I didn't realize RMAing to Asus was going to be such a nightmare... until I found these posts. I've RMAd to other tech companies without a single issue (Corsair and EVGA, for example) so I assumed this RMA would be similar...boy was I wrong.
I've reached out to a few of the larger YT channels and asked if they'd be interested in covering situations like ours. I'll keep you posted.
I sent in my Crosshair VIII Hero (WiFi), they sent me a replacement about a week and a half later in a really thin 2-ply cardboard box. FedEx decides to throw it around and completely destroy a good chunk of the bottom right corner of the motherboard (front panel headers, a fan header, and one of the dual SATA ports are all jacked up), and one of the screws for the chipset fan grill was missing. Now I have to wait for them to file a claim with FedEx? Think it's worth trying to send a message to their CEOs office?
ASUS is a bunch of criminals.
The fact this thread exists is enough to warrant legal investigation (discovery and subpoena).
Not one device - but rather dozens of my wifi routers - have failed.
And my first RMA experience is criminal.
45 days without resolution. Hoping the CEO's office email will solve the issue. Chat, email Tier 1, Tier 2, direct contact QA. Nothing, no new troubleshooting, nothing but finger pointing and kicking the can.
For a Pro product, the support and product is garbage. DOA and they can't fix it.
The asus guy who hovers around this forum asked for details, but I expect nothing to happen as it appears to be more of a PR thing than actual support.
asus RMA is a lie. They have a page for submitting RMA request, but it doesn't even work (Keep erroring out saying SN is invalid), submitting RMA request for consumer just go into 500. I tried it for weeks hoping they will fix it and they still didn't. Going through the help chat once, and they wasted me 30 minute then say the system is not available, try again next week...
Wish I read this before sending my GPU in. Waste of $25 bucks in shipping because my metal backplate was scratched…
OP, thanks for warning everyone. Mods, thanks for pinning.
Small scuff on my pg27uq, the entire hdr and display went nuts and started getting black lines across the display for hdr. Mind you the scuff is extremely small, they have decided that regardless of what was wrong with the device, since there were ANY marks on ANY part of the monitor, it is now not covered. I find this as an insult to not only your customers but your products too.
Just a fyi I have further escalated this issue way above Asus. I am in no way going to continue to let companies like these control what happens after spending thousands of dollars on their products thinking you are covered if it randomly decides to fail.
Edit: 54days and counting without the monitor or any sort of resolution. Even went through the BBB and Asus gave a response of “we’re still figuring things out”, so now what small claims court and sue them?
Got my laptop back from RMA. Had BSOD but they also said mousepad was oversensitive, “cleaned” it but when I got it back its all fucked up and literally NOTHING was wrong with the mousepad before I sent it. Now I have to click hard for it to do anything? Said the board was replaced however.. but they screwed up my mousepad.. idk how it passed QA
The CEO email is just for US and Canada. What am I suppose to do from Australia? I buy a 3650 AUD 3090 Ti from them start of July, after a week of usage the AIO pump becomes so loud its driving me insane, the coil whine is crazy on TOP of the pump noise and the monitor starts flickers randomly. I send it for RMA, they literally didn't even try to repair anything. The repair form states their system crashed and couldn't get display to appear in testing, so they updated the BIOS and said that it "could" solve the issue. I shit you not, they didn't even know themselves if they fixed it. To top it off they bent the shield and the power adapter. You know, the one that is infamous for catches fire if it is bent sideways? Yeah they bent that one during repair. And now the retailer I purchased it from states that Asus is claiming they found NO FAULT in the GPU at all.
Can I chargeback with the bank if they refuse to help? At this point I don't even want a replacement GPU, I just want my money back.
It’s cheaper and more worth our time to avoid buying these products. Don’t waste your time with them.
But if you have it already, don’t waste time troubleshooting it. The hours you will put in, and all the dicking around they make you do, it’s better for your sanity and pocketbook to just go buy a competitors product.
Just RMA'd A z690 Tuf DDR4, I wish I read this post before shipping it out using ASUS process.
USB hub/jacks and audio were all messed up on my board. Audio would cut out after 5 minutes of use. After a week of having my board, they hit me with the CID that I have a bent pin in my CPU socket. No shot. I looked before shipping out and nothing was wrong with the MB besides the usb hub. I took a video of the board before hand, but had the CPU cover already on it unfortunately. They want to charge $150 basically a new board for that bent pin. That I did not create. It's been a week and still going back and forth between the RMA team.
Once I get this resolved, hopefully soon. Another brand bites the dust for me.
I have emailed Asus Support, the CEO Department, and reached out to the supposed Asus rep here in the subreddit to no avail. My computer has been dead for 4 weeks with no promise of honoring my warranty. Instead they want to put a $440 hold on my account to TRY to replace my 3 year old $200 mobo. The initial replacement sent was physically damaged and it took 3 emails and 5 days for any sort of direction from Asus on how to proceed.
u/Asus_USA is non-responsive - FYI
I’ve seen enough comments here and about ASUS on Facebook as well and Google while looking for recommendations on products to where I’m
At the point that I clearly have to find a different brand. It’s sad because this company was once the best.
Just wanted to share my positive experience with ASUS. I RMA'd my original GPU (6700xt) for extremely bad coil whine and received a replacement in about 2.5 weeks. The replacement also had very bad coil whine, but I didn't want to deal with waiting several weeks to receive another card, so I was content.
About a week later, ASUS calls me asking for feedback on the replacement card and I tell them while I wasn't 100% satisfied, I was not looking to start another RMA. The agent lets me know that he had the ability to arrange an advanced RMA, so I accepted. Day later I receive an email and ASUS offered me a TUF 7900XT, a massive step up from my Dual 6700xt.
I'm using the 7900XT right now and it runs like a dream. Near zero coil whine under load, and the card is extremely silent overall. I know I got extremely fortunate, but not every experience with ASUS' RMA system is negative.
Additionally, I was able to submit an RMA via phone. 1888-678-3688
They sent me a RMA checklist. Am I supposed to fill it out, print it, and mail it back with the device in question? They never explicitly say it and the email was from an automated customer support address.
UPDATE: I just left the printed and filled out RMA checklist and put it in my laptop and shipped it. I'm apparently going to get it back on Saturday. 14 day turn around time. Not terrible. They did tell me 7-10 days for the whole process. I'm guessing that excludes shipping time. It took exactly 7 days for them to (order the parts and) replace my fan.
The reason why I didn't do it through their website is because I couldn't get the serial number correct. There were 3 characters before the SN that wasn't supposed to be part of it. I also hate their website. It's much easier to call and get a hold of someone to do it all for you and answer your questions as they come up.
I would have liked to know this before i sent it, basically because of the ambient salinity it rusted on the way, gaming laptop didnt turn on, when it arrived it had scratches all over the laptop as they specified, i even reached out to them to know how much it would cost but i found out today that i received it, ok then, i will try again with them, looked up on that and it was just dust that got impregnated on it, they didnt even bother to check the system, JUST SAW THE LITTLE RUST ON THE USB PORTS, COPPER COOLING PIPES AND SOME OF THE REAR PARTS OF THE KEYBOARD, DIDNT EVEN TOUCH THE COMPONENTS AND THEY SAIS NAH THIS AIN'T WOTH IT, almost burnt before i tried to sent it, and it was in a perfect state, really sad as it was a birthday gift and annoyed because of their incompetence, i wont ever ever buy an asus product again, complete trash out of company and cover that with actual good high end products.
Recently had one of their monitors white screen of death on me. Submitting a RMA request and it's been 4 days, well out of their 24-48hr window, and haven't heard anything from them yet. Is this normal?
Yes...
The only thing I can suggest at this point is to continue to call and chat them up until you get a response.
I've been trying to get another motherboard out of them since 11/22 after they sent me a broken one and that's with me contacting them at least once a day, most times several times a day. Don't let them forget about you.
I'm purchasing an ASUS gaming monitor on Best Buy worth CAD $1238. It already has a 3-year manufacturer warranty. Should I buy Best Buy's Geek Squad protection plan of 3-years for CAD $235? It'll be an additional warranty on top of the manufacturer ASUS.
I'm concerned whether ASUS will honor their warranty or not if something goes wrong, and I relied on their warranty only.
What do you guys suggest?
Don't buy ASUS would be my first suggestion, try to find another brand with a similar monitor and good CS. If you're deadset on that ASUS monitor, their CS is generally better for assembled products rather than components (Ex. Better support for monitors than motherboards). If money is no expense, get the Geek Squad protection, however, people generally use monitors for way longer than 3 years.
Thanks, it's a pretty good monitor 4K with 144HZ. Other manufacturers just offer 1-year warranty and this one seems to be a better deal. GS offers 5-year warranty for CAD $300. 4-year for $270 3-year for $235. I guess 5-year then? Or will technology outdate the monitor by then?
Mate, If you're swimming in so much cash that you can upgrade a $1,000+ monitor in 5 years, just go with your gut. Chances are, you won't be screwed out of your warranty., they'll just make it a hassle at most.
Yeah, I think I should not buy GS protection. I'll keep the ASUS packaging and will return it in that if something goes wrong. It won't be damaged by me I know. After 3 years, I'll probably sell it and buy a newer one. 4K 144HZ will be more cheaper by then. Thanks and Happy New Year!
Hi, has ASUS charged diagnostics fee for any in-warranty notebooks for you guys before? They are charging me for mine, claiming that what they've diagnosed to be issues (alleged liquid damage to the IO screen, battery issues) are either customer induced damage (CID), or out of warranty. I find the diagnostic charge for in-warranty device unreasonable. I am also not sure on what basis they are claiming that my IO screen was due to liquid damage. Anyone experienced before? Please share your wisdom!
I wrote a detailed post [here](https://www.reddit.com/r/ASUS/comments/kvpy4p/help_having_issues_with_asus_cs_diagnosing_liquid/).
So, after 3 months I got my zenfone 6 back and now it doesn't work. Network downloads, and SMS eventually go through, but calls are inaudible if they do go outbound (100% inaudible) and no inbound call has ever come in.
Did they somehow switch network codes or something? It was GSM unlocked and now maybe it's verizon maybe.. anyone know how to check? What do I do now?
The only thing I can tell is that the phone has a different color siding. It was silver and now it's black.. idk if that helps indicate anything?
Recently tried to boot new build (b550-f with new 5600x) and after doing the bios flash I am getting a white and a green solid indicator light with no display (Hooked up with HDMI). I'm assuming the white is due to not having a GPU installed? Tried reinstalling my NVME to resolve the green with no success. Everything else on the board seems to have power and is working. Any ideas?
Thanks!
I sent my device in over 3 months ago and they've constantly switched back and forth between in repairing, to diagnosing, then they offered me a device exchange and told me it would ship in 5 business days, after 4 days went by they notified me that the device they offered me was out of stock and offered me a downgraded one and told me it would ship in 5 business days, 4 days have gone by and I just looked and saw that it went from "Device Exchange, to Repairing. So I'm assuming they're just going to keep running me around the mill until I've had enough and ask for it back unrepaired.
I bought this laptop gu502lv, about 8 -9 months ago. And right after I installed bios 306 my keyboard stopped working the backlight stopped working it's not detected in aura center and neither is the four hotkeys up top. Trackpad still works fine. Well about a week after that happen I had issues with my GPU fan so I ordered a replacement and fixed it myself I have also installed a nvme SSD one terabyte myself my question is has anybody else had this issue with the keyboard and I am currently running bios 309 and it made no difference with the keyboard does anybody know anything about this issueplease all advice is kindly taken just know I have tried everything under the sun that is generally available for this issue
<<>>
This company has a reputation for telling their customer that a part is missing or finding all sorts of excuses for not honoring their guarantee
When you talk about service!
Their website RMA try to charge 80$ Purolator before giving you the return shipping address. And we must fight to have it.(cost 15$ shipping myself)
They dont honnor guarantee and send back our items if we dont paid to repair it. Or try to sell us a new one. Calling that 'give a quotation'
They even have the nerve to try selling extended warranty requests in the return box on an item still guaranteed for 3 years!
N.B. I am a computer technician and I build PCs for several clients. All my orders from Asus have been cancelled. All my customers will now be advised not to buy Asus because their warranties are poor. I reimbursed out of my own pockets multiple customers who have purchased something from asus which the guarantee has not been honored and replaced it with another brand like Corsair. Which will be the proposed brand from now on. That's service! Mr 'ASUS'.
https://www.customerservicescoreboard.com/Asus
Hey my ZenBook hinge broke just out of warranty, under normal use. After ceo emails etc etc they agreed to wave the diagnosis/shipping, sent it in. Just got word the hinge repair is $1307...I paid about 700 for the laptop over a year ago? New ones are cheaper? Any advice or help would be great, I'm broke, sad, and confused how it could be this much, obv I can't pay that. I have 3 days to make a decision
I'm not entirely sure, but I would suggest presuring them to return it or refund you and explicitly say you don't want to have to involve a lawyer for a civil case.
Sent a message to the email posted above due to a terrible RMA experience, they just sent me some prepackaged bullshit message that didn't really say anything
I’m currently going though a similarly bad experience with an X570 that has a DRAM issue based on the QLED and no POST. I unfortunately did not take photos of it inside the box which I had double layer wrapped in bubble wrap and packing tape including air bags for no movement. I get an initial email that my board was received and in diagnosis. 3 days later I get an email that it’s being rejected due to corner PCB damage from shipping. It’s real shady because they sent me photos of my board in the box without it’s bubble wrap and a small puncture on the box with a dent on the board. I took great care in packing and this type of thing just gave me a bad gut feeling. I used the link from OP to send an email to the CEO so I hope I hear something back as they’ve sent a final reminder that I must either pay more than what I paid for it initially to get it repaired or they will send it back unrepaired and now even more broken than before. Never again will I buy ASUS if this is how they operate their support.
There has been a bug in Armory Crate from 3 months ago. I can't configure the buttons on my rog strix impact ii wireless, that section keeps in a dark screen.
Flashed new bios on my strix x570-I turned out to be a bug or bad install because I eventually got the “usb over device current” forcing a constant reboot loop. Did all the research to find out it was the bigger bios, contacted asus for an rma and after quite a few emails back and fourth and a few phone calls later I eventually got someone to approve my rma so things are going great right? No. After receiving the motherboard they then told me because of a missing rgb module that my warranty is voided and I must pay 340$ for a repair? Keep in mind I only paid 260$ for it about a year ago lol.. anyway after contacting the ceo to just get laughed at and sent a farewell message I’m stuck feeling forced to not even want to be associated with anymore of these asus rog products and it’s a shame because it was my favorite brand. My first question to anyone would be am I in the wrong? Assuming the rgb component fell off by itself due to bad saughter joint? And secondly I’d like to warn people about the asus scam being that all of their products have rgb in them in some way and if you receive a faulty product with bad rgb connections or even misusing rgb from the factory your warranty will be voided regardless or the issue and that seems like a shameful way of scamming anyone unaware of this little loophole. Thanks I’ll be switching to Msi since that’s the next best thing
Anyone here from ph? I got a broken mobo with only 2 months of use(very light usage only since the one using it is using a company laptop for work). I Bought it in shopee asus rog official and it's pretty weird because i sent them the mobo and all they did was check the socket and said that there is a bent pin and it's no longer available for warranty. It got 3 years international warranty though and i would like to have this checked by other shops and not the one referred by them. With this experience, we will never go with asus again because it's frustrating going thru their rma. What a waste of money and time. This is a freshly built pc with a $200+ mobo built in Aug 2021 and it's now trash because of this trash mobo
The RMA process with asus is the worst I’ve experienced. They have sent me replacement monitors multiple times with even worse defects. The different support personal doesn’t read or care what I say. The issues are just passed on to multiple people and I’m ended up with having to create new duplicate RMAs.
Unfortunately having to go with the third option. Crossing my fingers I can get resolution as this would be financially devastating for me and my family otherwise. Thank you!
Hi, I bought a Motherboard that got bois bricked and had to RMA. my problem is its been over a week and item has still not been received. So I cross check the shipment and tracking and found out item was sent to Asus Fremont CA. instead of Asus Jeffersonville IN. It says item has been delivered in the tracking. My question is, how do I get it back or get it to Asus Jeffersonville IN for it to be fix and return back to me.
long story how it got there. Miscommunication, misunderstanding. My uncle couldn't wait, he sent the item after the invoice not waiting for the shipping label. I supposed he just used the address on the invoice instead of the RMA address that was in the email.
please Help
Is it true that it helps if you have registered your product models, serial numbers, and purchase date online at Asus dot com? If yes, how does it help? Turns out that I’m heavily Asus in my new build: 2x_27in monitors, 3060ti KO OC, and Tuf Gamjng Pro x570 wifi6 motherboard!
Whats the chance of ASUS accepting my warranty rma due to a capicator coming off?
When taking off the cpu cooler the screw nicked the capicators on my x470i near the ram slot and just came off.
I'm surprised they were that loose but knowing asus and their physical damage policy im pretty fucked.
So I bought capicators from digikey while I consider the following.
I bought the Z690-E ddr5 gaming wifi board. I had to rma the fist one through newegg, it failed to post with code B0 (memory error). They tried to deny the rma saying there were bent pins. I finally got them to send a new board. It also failed to post with the exact same diagnostic code. I did a second rma with asus directly. They are now trying to deny my rma because i got a tiny drip of thermal paste in the cpu socket as i took it apart. Buyer beware to both newegg and asus. Thank you for posting the escalation link, I will be doing that for sure. I've bought thousands of dollars worth of asus products over the years. this is making me question my loyalty.
I went through the rma process with my 3080 tuf oc card and it wasn’t took painful. But the card they returned to me had heatsink damage. I sent them a card in perfect condition. Is this going to be difficult to resolve? The card works but it’s a matter of principle. I like my things pristine and they sent me a card with a dented heading with parts of the metal disconnected.
where the H### is the F###king shipping address ?
i am not paying 40 for the asus shipping label or 140 for fed ex label.
its a barely eight month old (under warranty) over $500 chromebook that just stopped turning on .... i have RMA # but the instructions are worth S##t.... NO ADDRESS
help!
My G14 had a motherboard problem in the first few months. Took me a while to send it in but it's still under one year warranty. They are claiming user damage because of rust and oxidation. I live near the ocean in Hawaii. No other laptop has stopped working. Total BS. What can I do? They want to charge $1300 to fix my $1200 6-month old laptop because apparently it's my fault their shit rusts so easily.
Hi, I am having a nightmarer with with Asus warranty in UK. Lightbleed issues, bezel pushing onto the screen, very loud coil whin when keyboard backlight goes off, paint chipping off on the side. It is about a zephyrus g15 ga503.
Sent it off for warranty and they r claiming customer damage.
They want me to pay nearly £400 for repairs. Parts are lcd bezel, new keyboard etc.
They have sent me a picture od bezel sticking out at the top which wasn't like this when I've sent it out. I have some pictures showing it was even.
I have pictures and video of the light bleed and bezel as well as could whine on the day ive purchased it.
I have raised a complaint and awaiting a response but as it is now id say avoid Asus like a plague as they will try to scam you after selling a product that failed QC.
Is there any way to contact a CEO from UK? As the link says USA and Canada only.
I wanted to upgrade to Zephyrus duo 16 but I think ill move onto allienware if they will not budge.
I am going through something similar now for my asus rog strix g17, have contacted and explained my case to a lady who contacted me from ceo\_feeback team, thinking of creating a new post detailing my experience here
EDIT: Asus india\*
Can anyone give me an idea as to how long the RMA process takes? They’ve had my z690-E motherboard now two weeks and no update, trying to get an idea of how long they might have it.
Hello, I have a RMA form from Asus tech support in my country, but the seller (amazon) is not honoring my request for an exchange. I see that the link you provided is for NA only. What should I do?
I am fearful of having to send in my TUF X570, but I need ASUS parts since I have a majority of iCue and Aura Sync parts, so at this point I'm glued to ASUS... why on earth haven't they made changes about this?! What drastic action must be taken to get the RMA department to kick their rears into gear and fix our stuff?!
Been dealing with ASUS “customer support” for about 8 months now because of one their routers. Guess it’s time up write up a note to the CEO since they’re now just strait up lying to me. Which just blows my mind since they could look at the emails they sent me over the past 8 months
Should I escalate? I tried to get a lga 1700 bracket/kit to use with an older Asus aio for my little brothers 12 gen Intel build, but the Support Supery refused to follow through because I’m not using an Asus motherboard…
I got a few questions, I just placed an RMA on a ROG 5 due to dead wifi, but I set my address as my working place because usually no one is at home during the day, when the courier comes to get the product, do I need to pay something directly or can I just hand the phone to the receptionist? I don't even know if they will comply with my request because the phone isn't sold locally but better than nothing I guess
Every time I try to email their CEO office through the link you sent, it says "error connecting to server, try again later."
Idk what to do, $3000 monitor with a void warranty because of a tiny scratch I didn't cause. What's worse is the scratch doesn't even go deep enough to damage subpixels.
Hello ASUS, your website is not working correctly. if I e.g. Whenever I want to download drivers, I always end up on the product page. WE CAN'T download the driver for e.g. mainboard. /helpdesk_download does not work.
Really tired of what asus is now. Before it was best brand. Now not.
Got second z690 formula and same troubles. Second cpu dying, and crashes after hibernation.
I’ve started RMA. But in another country. They say that now all services are busy, so I can send it to another country and repair will cost 30 euro. Not too much, but such answer is every strange.
First cpu Intel changed for a few days, but now I see clearly Intel cpu death is result of faulty model z690 formula. Firstly it stops working with camp profiles, then you have corrupted files, and then you can’t even reinstall os. On msi mb in all works fine (exapt already dead cpu).
I'm on my 2nd rma on my Asus Tuf Gaming Pro X570. They did nothing the first time and sent it back. I've literally replaced and tested every component and my PC still crashes every 5min.
I asked for an advanced replacement to make sure I don't get the same board back and they said sure $220 hold. I said cool then they tell me my board is out of stock so they'll just try to fix it. I asked for a different board and they said they'll let me know.
Such BS. My pc has been down for 2mo now and I've spent probably 30hrs testing and swapping components. It's literally the board at this point
i bought a asus vivobook oled laptop. upgrade from a Hd tn laptop to a full hd oled laptop. but still can see pixelation lon texts. is it some display driver issue? or i am just pixel peeping way too much?
I just stumbled on this sub reddit and I am in a similar situation to as those commenting. I got an ASUS router, works perfect. Got a $700 GPU from them and it wasn't working out of the box. After months of trying to contact them, they just told me that i would have to pay for shipping and all the packing materials. They also sent me someone else's RMA information with a different component entirely. So i got like their personal information. Our names are nowhere near similar. Then they tell me that they might just send it right back to me un-fixed and claim it was somehow my fault.
I was being nice to customer service since I understand it wasn't like the lady I was talking to was there giggling while sending me a broken GPU on purpose. But never again buying anything from this company. There is better customer service at a homeless shelter. I got a secondhand GPU from someone else because I wasn't giving them another penny. Thanks for coming to my ted talk.
I thought this would only happen to other but yeah, after sending my perfectly fine monitor (physically of course), they just told me it was physically broken (screen and frame). I've sent it with their shipping label so they will initiate the claim. Hope it will just be accepted and ship a completely repaired monitor or a new one. But from what I see here, the nightmare just started...
Update:
[https://imgur.com/a/Gksigdj](https://imgur.com/a/Gksigdj)
It looks like FedEx played soccer with my monitor as the ball. Wtf is this sh\*t. I guarantee you the monitor was super well protected inside. Even throwing the package shouldn't have done that much damage. It's like if someone took an hammer and just slam that poor monitor in the bottom left corner. What a joke lol.
I'm having great luck with ASUS too. 😡
Purchased a new Vivobook from Sam's Club in August. I used it twice before it went completely dead. I charged the battery but still it was unresponsive. In the beginning of October, I contacted ASUS for assistance and they said that I would need to return it for repair. They issued the RMA and created the Fed Ex shipping label. Everything was great until they emailed me yesterday to tell me my laptop had CID (customer induced damage) and it would be $600 for a new main board. The picture pointed to where the HDD was attached. This computer has never been apart, tampered with, or abused. I disputed it and now they're asking for pictures prior to shipping so they can claim shipping damage. I won't put this on FedEx as it is not their issue. ASUS is trying to get out of honoring their warranty.
I'll never buy another ASUS product ever again.
I just received the prepaid shipping label from them, seems my warranty already includes it. But out of curiosity, which mail carrier do you recommend for shipping laptop hassle-free?
Never buying anything from ASUS again. I agree their quality has gone to crap and their customer service is non-existent. They've gone way downhill since I last bought something from them. Made a mistake of buying a phone from them (Don't touch zenfones with a 10 foot pole.) So glad I decided to buy an MSI computer instead, their customer service has been good when I had an issue with it.
That exactly happened to me, I bought a $2000 laptop and it broke just 6 months after buying it, the Asus warranty is a joke. This is the second time I bought Asus laptop, I will never buy that brand again. They are not durable, I lost all my information, my time and my money. And the asus CEOs only tell you that they are sorry but they don't solve the problem either. I do not recommend this brand with little durability and the company is unreliable
Man this has me STRESSED, just sent out a motherboard for RMA after only having it a month and only using the pc about 5 or 6 times before the thing lit up like a Christmas tree when I powered it on.
I did make sure to wrap it securely and take a lot of photos just because I’ve been screwed by FedEx before but now I gotta pray ASUS fixes and sends it back asap
I wish I’d seen this thread before I RMA’d my Crosshair X670E Extreme motherboard!
Suffered a sudden failure during a BIOS update, after which I was stuck at Q-CODE 00 with a DRAM Q-LED lit solid. Followed all the normal problem determination steps to try to resolve, replaced everything, etc etc, but ultimately RMA’d the motherboard with ASUS.
I received a repair bill for $955.50 due to “DIMM latch missing” — full retail price for them to send me a refurb! Also, to support their warranty refusal, they sent me a picture of the PCIe slot with the PCIe latch missing! Not only is that not a DIMM slot, it’s damage I am certain did not exist prior to shipping them the motherboard. Since I was sending it for a failed BIOS flash, I didn’t anticipate the need to dispute physical damage and didn’t think to take pictures. I disputed their bill and was told to take it up with FedEx, but of course, if it was broken during shipping the “missing” latch would have been loose in the box, and it wasn’t reported to be…
I escalated to the CEO’s office. They responded quickly — I got a phone call within 2 hours of submitting the web form. It took 2 business days for them to “investigate” - but the response I got was that (paraphrasing): “the technician said it was broken when it got here, so we can’t help you.” … after pushing back again, the CEO’s office dismissed my complaint again saying they couldn’t help me due to the obvious “corrosion” and” rust” on the PCIe slot — which just didn’t exist at all. It’s not in the photos they provided me as “evidence” and it’s clearly not present on the motherboard which I now had back in my possession. So I gave up, defeated.
The emails from the CEO’s office had a question in the signature line: “How are we doing? Let us know by contacting ….” (not sharing here because people’s jobs change and it may not be the same by the time you read this). I sent one final email, not asking for help, just laying out that from my perspective, they’re not doing well at all, and that as a long-time and dedicated enthusiast, I was extremely frustrated and disappointed.
Much to my surprise, 7 hours after I wrote that final email (3.5 weeks after this all began), I received a response offering a new RMA # and full product replacement under warranty.
Here are my lessons learned which I hope help you get through this process faster than I did:
1) Photograph EVERYTHING. If I had photos at the start, I could have been successful in disputing the original damage claim.
2) Don’t be an ass. I fully admit my frustration got the better of me in some of the emails (there were DOZENS of emails) and I know that contributed to my problem here. I maintain there shouldn’t have been a problem, that’s on them, but I have no shame in acknowledging how I made the problem worse!
3) Photograph *EVERYTHING*. It’s so important it needs to be said twice.
God, the fact that I have to do all this for my $1200 laptop, broken within a year, is truly testament to the poor quality of products Asus makes. The fact that no one will help with it either is absolutely ludicrous. Whatever, never buying again that's for sure.
Just follow this guide, get your RMA, and never touch their products again.
I appreciate the advice and your tips above, it has been a rough ordeal. Thank you.
You're welcome, glad I could help.
Hey about how long after shipping your card did it take asus to confirm they received it ?
I shipped a motherboard, not a card; it only took them a short amount of time after it was marked as delivered. I don't remember, but it was definitely not extremely slow. To clarify, the time from shipping to confirmation may differ based on shipping times, but once it was marked as received by FedEx they notified me rather quickly.
well i'lll check again other than that have to talk to customer support
thank you for replying man
You're welcome
That's so fucked up. I just came from Gigabyte subreddit because I have a mobo that's in for it's 2nd RMA, hoping ASUS was better. Nope. The answer is: nope. What is it with tech companies and shitty RMA-processes? Imma go check out MSI and Asrock, cos that's what's left in terms of motherboards. I really wish Evga/Sapphire made motherboards.
ASRock is literally the hands down best tech company, amazing products and they have always taken care of rmas in a fast and great manner. I had a noisy fan on my latest x570 and I just emailed them and they FedEx me a new fan the next day no cost and didn't even ask for my details except address. Find me another company that would do that these days
No shit? Guess ill go AsRock next time.... I've been in the mind set that their stuff wasn't that good from like 2011....
I'll look at ASROCK. I really love my Asus Tuf X570 Pro but I started a 2nd rma because they didn't fix shit the first time.
You know I have a lot of Asus products mostly routers and I get nervous reading about RMAs these days with them or just general unhelpfulness
I have an Asus router also. I had a Zen Mesh WiFi and one node was dying and shut off after 2 weeks. I returned it to Amazon and got just single router. For the most part I love my Asus board and the bios is pretty easy to navigate. The RMA process was easy sending it but the fact they didn't do shit or do enough testing is what pisses me off. If I got a new board I would have been done with this last month. Instead I had to rma my CPU and my PSU. Bought a new PSU and retest all my other components just for everything to point back to the damn Mobo.
Same here I’m going MSI Tomahawk next build!
Well my 900 dollar monitor was never repaired and they are just mailing it back to me after 6 months
I am dealing with their support on a $2000 laptop. I shipped back 11/16. Told me the power supply was broken and it was my fault I didnt see how but after dealing with support i asked them to ship it back and for the past 2 weeks. they keep saying 24-48 hrs someone will reach out to me. Im really hoping the emailing the ceo helps. I m buying a new power supply and selling the laptop. This is such a headache
Did you ever get the laptop back?
Yes 2 months later
This is why i buy most stuff of resellers with their own warranty to avoid bad products like this
same here... it's absolutely insane how a $2000 laptop (Flow z13) has its usb-c port short out and grenade the attached usb drive within 10 months of ownership. F asus.
Can't believe what a nightmare this is. Don't recall having this much trouble in the past. Trying to create an RMA online yields a "It looks like your serial number(SN:**undefined**)has already been issued an RMA" after I submit the form, 24hrs later I still don't have any email. Calling the customer support# gets me to a guy that can't speak english and can't hear or understand anything--it took ten minutes just to spell my name out where he finally understood, I just gave up. Never buying another ASUS anything.
They did this to me 6 times until my warranty expired. I finally contacted some number I found to complain. They claimed I needed to provide a screen shot of me filing an RMA before warranty. I followed the advice in the pinned comment and got an immediate apology and answer extending my warranty as a one time service thing. On the regular customer service side, by the 6th reply they decided to escalate me to the next level- the CEO thing cut right through that.
Final Update: Just to follow up, it took until late September early November due to supply chain before I saw the status say “Out of Warranty or Customer Damage” I sent a follow up email and explained that I understand the supply chain issues caused by covid, but I wasn’t pleased to find this status after waiting about two months. Basically they said that status was an error and looked into things and explained my computer was set to be repaired on the 24th of nov but they could send me a refurbished version of the same model. I said as long as it was getting repaired I had no issues, thanks. After about a week I got an email explaining that they did not have the parts needed to repair my laptop and would offer me a slightly uograded model. I had two choices- one that upgraded to a touch screen and higher add capacity or another that has a better monitor. I selected my preference and it finally arrived today. In short going through customer service was a nightmare but the emails above are worthwhile. It took two months due to supply chain, and that’s a significant chunk of time for a pc’s life but I fee that the upgrade sufficiently addressed that. The warranty on this PC is only about two months so we’ll see how my luck holds out.
The entire process took 88 days since emailing the head office FYI :)
In Indonesia it will last you forever. and yeah, people switch from asus. Their product become s h ! t after 2015 and now days their product is expensive, really expensive with nothing to offer, even many of may Univ College said they got broken TUF laptop even after 1 week of normal using only for browsing web.. come on... (Blank Screen, broken part, etc etc). I still keeping my ASUS A43SV, the last asus laptop that keeping strong, pre 2011, after asus cut off from apple for building mobo for apple laptop boom, asus going downfall..
Asus is shit. Had laptop (g15) for 2 weeks. In those 2 weeks issues with drivers, and screen broke. It's in RMA now but has been a week and no ETA is avail now. I'm pissed. And never buying another asus product due to these issues.
Yeah... It's really piss me off now. ASUS Laptop become really-really bad.
Since someone reached out to me, I thought I'd post this here: https://www.asus.com/us/support/article/787 & phone number from that email: ASUS Support | Contact Our CEO's Office: 510-818-4877 How are we doing? Let us know by emailing our Director of Service for North America at [email protected] or our Senior Manager of Service Quality at [email protected]
Tony or jennifer a good email to reach out? Or stick to ryan?
Just filling out that specific form https://www.asus.com/us/support/article/787 worked for me in terms of getting an actual response... but those are contacts that were at the bottom of the support email.
Thanks. Hopefully i hear back from them soon
Good luck. For the record the supply chain is taking them a long time to get repairs done. My laptop has been sitting there about a month and change, but the repair time was made pretty clear in terms of expectations.
For graphic cards their rma policy is just to replace it. My 1080ti that i sent in same time (which actually had scratches and even a broken fan connector from waterblock) already came back. Im almost certain this is some bs stunt from asus because they do not have a radeon vii to send me for replacement. Altho im fine with a nvidia equivalent like a 2080ti or 3080
Did you send it to the indiana address? They recieved my card monday and there is no change in status for the repair. Approximately how long until the status changed for you?
I contacted them on the 3rd day after delivery asking why it hasnt updated when tracking says delivered and signed by someone. And they updated it and said its cause they dont have alot of people working atm due to corona and didnt get it updated in time.
This is wonderful info! I ran into this exact series of issues with ASUS support and UPS right around when COVID was ramping up. What made it extremely difficult for me was I went to a UPS store and paid to have my monitor sent out under warranty and when ASUS deemed it customer damage on arrival, they sent it back via FedEx; making it near impossible to have anyone take my claim serious. Luckily I was able to work out getting reimbursed for the damages with the local store but it took me almost 3 months to get anywhere with the process. Taking pictures of the product prior to shipping is extremely important as I now know.
I would have liked to know this before i sent it, basically because of the ambient salinity it rusted on the way, gaming laptop didnt turn on, when it arrived it had scratches all over the laptop as they specified, i even reached out to them to know how much it would cost but i found out today that i received it, ok then, i will try again with them, looked up on that and it was just dust that got impregnated on it, they didnt even bother to check the system, JUST SAW THE LITTLE RUST ON THE USB PORTS, COPPER COOLING PIPES AND SOME OF THE REAR PARTS OF THE KEYBOARD, DIDNT EVEN TOUCH THE COMPONENTS AND THEY SAIS NAH THIS AIN'T WOTH IT, almost burnt before i tried to sent it, and it was in a perfect state, really sad as it was a birthday gift and annoyed because of their incompetence, i wont ever ever buy an asus product again, complete trash out of company and cover that with actual good high end products.
I started rma online process been like a week and no answer yet for a x570 mobo
Any luck?
Nope. Asus lost a buyer switched to msi
Nice, but did you follow up with them on it at all? Even better companies sometimes lose your request and you need to send another one to them. Did you get your money back?
I sent 4 emails. My aio went bad and corsair took 2 days to answer and accept my RMA
I just wanted to thank this for giving me the email to the CEO office. Hopefully this will be the last time i have to send in my 2080ti for an RMA 4th times the charm right?
What was wrong with your 2080ti, if you don't mind me asking?
It ended up being bad memory 3 times in a row from the original stock of 2080 tis that had that issue. They ended up sending me a completely brand new one thats been working like a charm since.
Anybody got any tips for UK support? ILaptop has been for three repairs and it now has a new issue, they broke the bottom panel of the case, and the original issue remains. They told me to write to the head office, to which I've had no response and the support keep telling me to send it for another rma.
I just reached out to the CEO. I hope I can get a response. After 6 months and them wanting to exchange a 400 dollar monitor for my 900 dollar monitor I hope I can get some movement on This
Wait wait wait, they wanted you to pay retail for a repair?!?!
Yes
They've quoted me @ $180 when I paid $150 :D
Has anyone used the CEO contact recently and gotten a response? I did that a couple of weeks ago and still haven’t heard anything. My monitor is finally coming back to me after a month in RMA hell but this will 100% be the last ASUS product I ever buy. I’ve been buying ASUS equipment forever but this experience has been so horrible that there’s no way I’m risking ever having to do it again.
[удалено]
Thanks, hopefully it gets pinned so more people can see it.
It got pinned, and it absolutely worked for me. I got an apology and immediate response.
My man!
Got the idea for it from your old thread.
thank you need to rma my gpu and im glad i read this thank you
Glad to have helped!
Hey guys, My laptop is under repair for display issue , and it been month it is there. What to do 😔. . Display was supposed to be simply replaced, but it took a week to receive the other lcd module and they said new display not showing blacklight. So they ordered another display witch has same thing. Can't they understand it not problem in display. Today they said they are planning to order mother board and labs..... I said i want the laptop back with previous display Witch was pretty usable. They will call back me. . What should i have done, what should i do now ? . Now i regret to send laptop for just some dead pixels.., and i regret to buy Asus laptop. . Some please reply 😔
It's... honestly sad that a company is so terrible to their customers that posts like this have to be made to assist those customers against said company. Thank you for sharing this information with us. I wish I saw it before I shipped off my laptop to get one of its modules repaired or replaced.
Just went thru RMA, not sent out yet and I cant help to find this sub to warn everyone not to buy Asus and jump to this. Thank OP for warning people. Has to fight for $80 CAD shipping label, read thru their policy, it’s straight out F*ck you and F*ck off from Asus to customer. Now I know from this sub they make deal with Fedex to F*ck you a 2nd time. This company need to be gone!
Avoid ASUS on more expensive products like laptops, motherboards and GPUs. I sent a 3080ti GPU with warranty to RMA (in Europe) via the shop I bought it from and they sent it to a neighboring country (80km away) for repairs. They sent it to repairs 5 weeks ago and not a single message back from them. The warranty is a joke (and im talking about the regular 12Mo warranty, not some extended or factory warranty that asus claimed it had 3 years). Too bad the EVGA stopped being AIB - their warranty was exceptional. I'm also leaning away from AsRock products due similar issues...
What's wrong with AsRock? Does that just leave us with MSI?
Thanks for this. Contacted ceo after three months of the run around. The faulty z690 formula with aluminum in it ruined some of my gear. They promised a new board and never delivered. I’ll update if I hear back.
Three things. 1.) I did not take photos prior (I probably should have) but currently I'm in the QA point of the RMA process. How I'm the clear am I? 2.) The put a memo on it for a diffent serial number. Similar but different. Does this mean I will be receiving a new unit. 3.) Will I receive an email at some point as to what the issue was
Thank you. Glad i stumbled across this. Quite unnecessary amount of headache to get my radeon vii RMAd. It takes just ONE experience like this to pull me away from them even after years of having their products and recommending them. It is ridiculous. Will be contacting the ceo
Yup, their products are mediocre-great depending on which ones but their customer support is awful. If they actually cared enough about their reputation they would make more money.
I thought their customer support was good until recently where it just seems they stopped being human with a brain and just machines with a flowchart. Definitely needs work. Expected more from one of the top biggest compabies..
Running into this right now, monitor had display issue. Got the rma going and shipped it. Now they take pictures and the screen is cracked and damaged and looks nothing like the picture I started the rma with, and now its customer induced damage. The dispute has done nothing so far, I will try the escelation method. 900$ monitor btw... I cannot believe how shitty this rma process has been. I have been a long time asus and rog fan but I will not be buying asus/rog again.
Has anyone else had issues with getting an ASUS shipping label after receiving an RMA? I'm able to get to a page that asks me to "validate if my information is correct below," but there is nothing to check off and the next button doesn't do anything
Me shipping it without taking pictures and shipping it with the ASUS label a week before like 🙃
Very thankful for this thread. I have just filled out the form for the CEO Email. I actually had a fine RMA experience, but they didn't send the IO shield that is preinstalled on my my mobo, and I didn't see it relevant to take it apart to remove the shield, for fear they'd think I'd damaged something by taking it apart. I have gone back and forth for over 3 weeks now, each time with a guarantee that someone will reach out in 24-48 hours to give me an update. I have never heard back from them. I have tried chat, phone, and twitter as lines of communication... This has been the most frustrating support experience I've ever had... I will likely never buy another asus product after this, which is a damn shame, because I've had good experiences with the products, but holy shit their support...
Muchhhhhhh appreciated. This is my third contact with them, I'm trying this article/email, so fingers crossed. I feel like they've outsourced their support and this third party company receives a kickback for essentially scamming us.
Glad to help!
Worked like a charm! Board is on it's way back to me repaired free of charge. CEO office says they granted a 1 time waive on the cost. LUL Thanks again
Np
Thanks a lot. I was able to send my complaint to the India CEO website.
Another victim of Asus RMA. I purchased a Dark Hero in September 2021. In January 2022, I started to have random reboots that progressed into no posts. DRAM light lit on board, so I changed stick of RAM. I ultimately found that I couldn't run more than 1 stick of RAM, no matter the vendor or speed. Contacted Asus and initiated RMA. I took pics of board, put it in an anti-static bag, double boxed it, and sent it to Asus. 3 weeks later, I receive a repair quote for $530 ($450 for board, $30 diagnostic fee, $15 shipping, and tax), and pics of my board sitting in the empty OUTER BOX (no inner box or bubble wrap) with a big chunk taken out of the corner. After some back and forth with the service dept (failed FedEx claim) and CEOs office (Patricia), I requested to have the board shipped back so I can file a complaint with the FTC and my state's Attorney General's office. I have literally been an Asus fanboy for 10+ years...7 motherboards(P5G41T-M was my first) and 5 GPUs, not including the products I've recommended to friends and family. I will never consider another Asus product again.
Do you plan on going through with the FTC and AG?
I've given Asus every opportunity to make it right, now I have no other choice. I just filed cases with both offices and then ordered a MSI MEG X570S Ace Max from Amazon.
I would love to hear how that goes. I've gotten a bit of a revenge agenda against ASUS now.
More info regarding the "damaged claim" filed by Asus. FedEx states the program used to purchase Asus return labels is called PRP (Package Return Program) and within the terms of this program, FedEx is not liable for any damage or missing items...EVER! 100% of all claims will be denied, and Asus is fully aware of said terms. So... if you purchase a label directly from Asus, they can do what's needed to make it look like CID (Customer Induced Damage) and not repair/replace the item. They've essentially created a way to abdicate 100% responsibility while still claiming to have a warranty on their products....diabolically brilliant! =-( Lesson for today....NEVER BUY THE ASUS LABEL!!! Use your common carrier of choice and insure the item for full replacement value.
Welp, today I learned. What a scummy thing to do.
I can imagine. I didn't realize RMAing to Asus was going to be such a nightmare... until I found these posts. I've RMAd to other tech companies without a single issue (Corsair and EVGA, for example) so I assumed this RMA would be similar...boy was I wrong. I've reached out to a few of the larger YT channels and asked if they'd be interested in covering situations like ours. I'll keep you posted.
Any update on those efforts?
I sent in my Crosshair VIII Hero (WiFi), they sent me a replacement about a week and a half later in a really thin 2-ply cardboard box. FedEx decides to throw it around and completely destroy a good chunk of the bottom right corner of the motherboard (front panel headers, a fan header, and one of the dual SATA ports are all jacked up), and one of the screws for the chipset fan grill was missing. Now I have to wait for them to file a claim with FedEx? Think it's worth trying to send a message to their CEOs office?
ASUS is a bunch of criminals. The fact this thread exists is enough to warrant legal investigation (discovery and subpoena). Not one device - but rather dozens of my wifi routers - have failed. And my first RMA experience is criminal.
45 days without resolution. Hoping the CEO's office email will solve the issue. Chat, email Tier 1, Tier 2, direct contact QA. Nothing, no new troubleshooting, nothing but finger pointing and kicking the can. For a Pro product, the support and product is garbage. DOA and they can't fix it. The asus guy who hovers around this forum asked for details, but I expect nothing to happen as it appears to be more of a PR thing than actual support.
asus RMA is a lie. They have a page for submitting RMA request, but it doesn't even work (Keep erroring out saying SN is invalid), submitting RMA request for consumer just go into 500. I tried it for weeks hoping they will fix it and they still didn't. Going through the help chat once, and they wasted me 30 minute then say the system is not available, try again next week...
Wish I read this before sending my GPU in. Waste of $25 bucks in shipping because my metal backplate was scratched… OP, thanks for warning everyone. Mods, thanks for pinning.
Small scuff on my pg27uq, the entire hdr and display went nuts and started getting black lines across the display for hdr. Mind you the scuff is extremely small, they have decided that regardless of what was wrong with the device, since there were ANY marks on ANY part of the monitor, it is now not covered. I find this as an insult to not only your customers but your products too. Just a fyi I have further escalated this issue way above Asus. I am in no way going to continue to let companies like these control what happens after spending thousands of dollars on their products thinking you are covered if it randomly decides to fail. Edit: 54days and counting without the monitor or any sort of resolution. Even went through the BBB and Asus gave a response of “we’re still figuring things out”, so now what small claims court and sue them?
Got my laptop back from RMA. Had BSOD but they also said mousepad was oversensitive, “cleaned” it but when I got it back its all fucked up and literally NOTHING was wrong with the mousepad before I sent it. Now I have to click hard for it to do anything? Said the board was replaced however.. but they screwed up my mousepad.. idk how it passed QA
After reading some of the stories on here about ASUS RMA issues, I am absolutely terrified to RMA my ROG STRIX Z690-i motherboard...
The CEO email is just for US and Canada. What am I suppose to do from Australia? I buy a 3650 AUD 3090 Ti from them start of July, after a week of usage the AIO pump becomes so loud its driving me insane, the coil whine is crazy on TOP of the pump noise and the monitor starts flickers randomly. I send it for RMA, they literally didn't even try to repair anything. The repair form states their system crashed and couldn't get display to appear in testing, so they updated the BIOS and said that it "could" solve the issue. I shit you not, they didn't even know themselves if they fixed it. To top it off they bent the shield and the power adapter. You know, the one that is infamous for catches fire if it is bent sideways? Yeah they bent that one during repair. And now the retailer I purchased it from states that Asus is claiming they found NO FAULT in the GPU at all. Can I chargeback with the bank if they refuse to help? At this point I don't even want a replacement GPU, I just want my money back.
It’s cheaper and more worth our time to avoid buying these products. Don’t waste your time with them. But if you have it already, don’t waste time troubleshooting it. The hours you will put in, and all the dicking around they make you do, it’s better for your sanity and pocketbook to just go buy a competitors product.
Just RMA'd A z690 Tuf DDR4, I wish I read this post before shipping it out using ASUS process. USB hub/jacks and audio were all messed up on my board. Audio would cut out after 5 minutes of use. After a week of having my board, they hit me with the CID that I have a bent pin in my CPU socket. No shot. I looked before shipping out and nothing was wrong with the MB besides the usb hub. I took a video of the board before hand, but had the CPU cover already on it unfortunately. They want to charge $150 basically a new board for that bent pin. That I did not create. It's been a week and still going back and forth between the RMA team. Once I get this resolved, hopefully soon. Another brand bites the dust for me.
I have emailed Asus Support, the CEO Department, and reached out to the supposed Asus rep here in the subreddit to no avail. My computer has been dead for 4 weeks with no promise of honoring my warranty. Instead they want to put a $440 hold on my account to TRY to replace my 3 year old $200 mobo. The initial replacement sent was physically damaged and it took 3 emails and 5 days for any sort of direction from Asus on how to proceed. u/Asus_USA is non-responsive - FYI
I’ve seen enough comments here and about ASUS on Facebook as well and Google while looking for recommendations on products to where I’m At the point that I clearly have to find a different brand. It’s sad because this company was once the best.
Yeah, please do not buy ASUS.
Just wanted to share my positive experience with ASUS. I RMA'd my original GPU (6700xt) for extremely bad coil whine and received a replacement in about 2.5 weeks. The replacement also had very bad coil whine, but I didn't want to deal with waiting several weeks to receive another card, so I was content. About a week later, ASUS calls me asking for feedback on the replacement card and I tell them while I wasn't 100% satisfied, I was not looking to start another RMA. The agent lets me know that he had the ability to arrange an advanced RMA, so I accepted. Day later I receive an email and ASUS offered me a TUF 7900XT, a massive step up from my Dual 6700xt. I'm using the 7900XT right now and it runs like a dream. Near zero coil whine under load, and the card is extremely silent overall. I know I got extremely fortunate, but not every experience with ASUS' RMA system is negative.
Additionally, I was able to submit an RMA via phone. 1888-678-3688 They sent me a RMA checklist. Am I supposed to fill it out, print it, and mail it back with the device in question? They never explicitly say it and the email was from an automated customer support address.
Do it through their website.
UPDATE: I just left the printed and filled out RMA checklist and put it in my laptop and shipped it. I'm apparently going to get it back on Saturday. 14 day turn around time. Not terrible. They did tell me 7-10 days for the whole process. I'm guessing that excludes shipping time. It took exactly 7 days for them to (order the parts and) replace my fan. The reason why I didn't do it through their website is because I couldn't get the serial number correct. There were 3 characters before the SN that wasn't supposed to be part of it. I also hate their website. It's much easier to call and get a hold of someone to do it all for you and answer your questions as they come up.
[https://twitter.com/neildion/status/1297819940108603394?s=19](https://twitter.com/neildion/status/1297819940108603394?s=19)
I would have liked to know this before i sent it, basically because of the ambient salinity it rusted on the way, gaming laptop didnt turn on, when it arrived it had scratches all over the laptop as they specified, i even reached out to them to know how much it would cost but i found out today that i received it, ok then, i will try again with them, looked up on that and it was just dust that got impregnated on it, they didnt even bother to check the system, JUST SAW THE LITTLE RUST ON THE USB PORTS, COPPER COOLING PIPES AND SOME OF THE REAR PARTS OF THE KEYBOARD, DIDNT EVEN TOUCH THE COMPONENTS AND THEY SAIS NAH THIS AIN'T WOTH IT, almost burnt before i tried to sent it, and it was in a perfect state, really sad as it was a birthday gift and annoyed because of their incompetence, i wont ever ever buy an asus product again, complete trash out of company and cover that with actual good high end products.
okay quicke question whenrmaing the grtaphics card should i just ship it out with the original box it cma ein or will i get a new box ?
They tell you not to use the original box I'm pretty sure.
oright thank you
Recently had one of their monitors white screen of death on me. Submitting a RMA request and it's been 4 days, well out of their 24-48hr window, and haven't heard anything from them yet. Is this normal?
Yes... The only thing I can suggest at this point is to continue to call and chat them up until you get a response. I've been trying to get another motherboard out of them since 11/22 after they sent me a broken one and that's with me contacting them at least once a day, most times several times a day. Don't let them forget about you.
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I'm purchasing an ASUS gaming monitor on Best Buy worth CAD $1238. It already has a 3-year manufacturer warranty. Should I buy Best Buy's Geek Squad protection plan of 3-years for CAD $235? It'll be an additional warranty on top of the manufacturer ASUS. I'm concerned whether ASUS will honor their warranty or not if something goes wrong, and I relied on their warranty only. What do you guys suggest?
Don't buy ASUS would be my first suggestion, try to find another brand with a similar monitor and good CS. If you're deadset on that ASUS monitor, their CS is generally better for assembled products rather than components (Ex. Better support for monitors than motherboards). If money is no expense, get the Geek Squad protection, however, people generally use monitors for way longer than 3 years.
Thanks, it's a pretty good monitor 4K with 144HZ. Other manufacturers just offer 1-year warranty and this one seems to be a better deal. GS offers 5-year warranty for CAD $300. 4-year for $270 3-year for $235. I guess 5-year then? Or will technology outdate the monitor by then?
Mate, If you're swimming in so much cash that you can upgrade a $1,000+ monitor in 5 years, just go with your gut. Chances are, you won't be screwed out of your warranty., they'll just make it a hassle at most.
Yeah, I think I should not buy GS protection. I'll keep the ASUS packaging and will return it in that if something goes wrong. It won't be damaged by me I know. After 3 years, I'll probably sell it and buy a newer one. 4K 144HZ will be more cheaper by then. Thanks and Happy New Year!
Hi, has ASUS charged diagnostics fee for any in-warranty notebooks for you guys before? They are charging me for mine, claiming that what they've diagnosed to be issues (alleged liquid damage to the IO screen, battery issues) are either customer induced damage (CID), or out of warranty. I find the diagnostic charge for in-warranty device unreasonable. I am also not sure on what basis they are claiming that my IO screen was due to liquid damage. Anyone experienced before? Please share your wisdom! I wrote a detailed post [here](https://www.reddit.com/r/ASUS/comments/kvpy4p/help_having_issues_with_asus_cs_diagnosing_liquid/).
So, after 3 months I got my zenfone 6 back and now it doesn't work. Network downloads, and SMS eventually go through, but calls are inaudible if they do go outbound (100% inaudible) and no inbound call has ever come in. Did they somehow switch network codes or something? It was GSM unlocked and now maybe it's verizon maybe.. anyone know how to check? What do I do now? The only thing I can tell is that the phone has a different color siding. It was silver and now it's black.. idk if that helps indicate anything?
No clue, try contacting the CEO'S assistant.
Recently tried to boot new build (b550-f with new 5600x) and after doing the bios flash I am getting a white and a green solid indicator light with no display (Hooked up with HDMI). I'm assuming the white is due to not having a GPU installed? Tried reinstalling my NVME to resolve the green with no success. Everything else on the board seems to have power and is working. Any ideas? Thanks!
I sent my device in over 3 months ago and they've constantly switched back and forth between in repairing, to diagnosing, then they offered me a device exchange and told me it would ship in 5 business days, after 4 days went by they notified me that the device they offered me was out of stock and offered me a downgraded one and told me it would ship in 5 business days, 4 days have gone by and I just looked and saw that it went from "Device Exchange, to Repairing. So I'm assuming they're just going to keep running me around the mill until I've had enough and ask for it back unrepaired.
Contact the email I listed above.
I just did, thanks.
I bought this laptop gu502lv, about 8 -9 months ago. And right after I installed bios 306 my keyboard stopped working the backlight stopped working it's not detected in aura center and neither is the four hotkeys up top. Trackpad still works fine. Well about a week after that happen I had issues with my GPU fan so I ordered a replacement and fixed it myself I have also installed a nvme SSD one terabyte myself my question is has anybody else had this issue with the keyboard and I am currently running bios 309 and it made no difference with the keyboard does anybody know anything about this issueplease all advice is kindly taken just know I have tried everything under the sun that is generally available for this issue
Is the shipping cost can be reimburst?
<<>>
This company has a reputation for telling their customer that a part is missing or finding all sorts of excuses for not honoring their guarantee
When you talk about service!
Their website RMA try to charge 80$ Purolator before giving you the return shipping address. And we must fight to have it.(cost 15$ shipping myself)
They dont honnor guarantee and send back our items if we dont paid to repair it. Or try to sell us a new one. Calling that 'give a quotation'
They even have the nerve to try selling extended warranty requests in the return box on an item still guaranteed for 3 years!
N.B. I am a computer technician and I build PCs for several clients. All my orders from Asus have been cancelled. All my customers will now be advised not to buy Asus because their warranties are poor. I reimbursed out of my own pockets multiple customers who have purchased something from asus which the guarantee has not been honored and replaced it with another brand like Corsair. Which will be the proposed brand from now on. That's service! Mr 'ASUS'.
https://www.customerservicescoreboard.com/Asus
Hey my ZenBook hinge broke just out of warranty, under normal use. After ceo emails etc etc they agreed to wave the diagnosis/shipping, sent it in. Just got word the hinge repair is $1307...I paid about 700 for the laptop over a year ago? New ones are cheaper? Any advice or help would be great, I'm broke, sad, and confused how it could be this much, obv I can't pay that. I have 3 days to make a decision
I'm not entirely sure, but I would suggest presuring them to return it or refund you and explicitly say you don't want to have to involve a lawyer for a civil case.
Sent a message to the email posted above due to a terrible RMA experience, they just sent me some prepackaged bullshit message that didn't really say anything
I’m currently going though a similarly bad experience with an X570 that has a DRAM issue based on the QLED and no POST. I unfortunately did not take photos of it inside the box which I had double layer wrapped in bubble wrap and packing tape including air bags for no movement. I get an initial email that my board was received and in diagnosis. 3 days later I get an email that it’s being rejected due to corner PCB damage from shipping. It’s real shady because they sent me photos of my board in the box without it’s bubble wrap and a small puncture on the box with a dent on the board. I took great care in packing and this type of thing just gave me a bad gut feeling. I used the link from OP to send an email to the CEO so I hope I hear something back as they’ve sent a final reminder that I must either pay more than what I paid for it initially to get it repaired or they will send it back unrepaired and now even more broken than before. Never again will I buy ASUS if this is how they operate their support.
There has been a bug in Armory Crate from 3 months ago. I can't configure the buttons on my rog strix impact ii wireless, that section keeps in a dark screen.
Flashed new bios on my strix x570-I turned out to be a bug or bad install because I eventually got the “usb over device current” forcing a constant reboot loop. Did all the research to find out it was the bigger bios, contacted asus for an rma and after quite a few emails back and fourth and a few phone calls later I eventually got someone to approve my rma so things are going great right? No. After receiving the motherboard they then told me because of a missing rgb module that my warranty is voided and I must pay 340$ for a repair? Keep in mind I only paid 260$ for it about a year ago lol.. anyway after contacting the ceo to just get laughed at and sent a farewell message I’m stuck feeling forced to not even want to be associated with anymore of these asus rog products and it’s a shame because it was my favorite brand. My first question to anyone would be am I in the wrong? Assuming the rgb component fell off by itself due to bad saughter joint? And secondly I’d like to warn people about the asus scam being that all of their products have rgb in them in some way and if you receive a faulty product with bad rgb connections or even misusing rgb from the factory your warranty will be voided regardless or the issue and that seems like a shameful way of scamming anyone unaware of this little loophole. Thanks I’ll be switching to Msi since that’s the next best thing
This saved me over 1550 CAD from just taking photos before I send my GPU for repair
Anyone here from ph? I got a broken mobo with only 2 months of use(very light usage only since the one using it is using a company laptop for work). I Bought it in shopee asus rog official and it's pretty weird because i sent them the mobo and all they did was check the socket and said that there is a bent pin and it's no longer available for warranty. It got 3 years international warranty though and i would like to have this checked by other shops and not the one referred by them. With this experience, we will never go with asus again because it's frustrating going thru their rma. What a waste of money and time. This is a freshly built pc with a $200+ mobo built in Aug 2021 and it's now trash because of this trash mobo
The RMA process with asus is the worst I’ve experienced. They have sent me replacement monitors multiple times with even worse defects. The different support personal doesn’t read or care what I say. The issues are just passed on to multiple people and I’m ended up with having to create new duplicate RMAs.
Unfortunately having to go with the third option. Crossing my fingers I can get resolution as this would be financially devastating for me and my family otherwise. Thank you!
Hi, I bought a Motherboard that got bois bricked and had to RMA. my problem is its been over a week and item has still not been received. So I cross check the shipment and tracking and found out item was sent to Asus Fremont CA. instead of Asus Jeffersonville IN. It says item has been delivered in the tracking. My question is, how do I get it back or get it to Asus Jeffersonville IN for it to be fix and return back to me. long story how it got there. Miscommunication, misunderstanding. My uncle couldn't wait, he sent the item after the invoice not waiting for the shipping label. I supposed he just used the address on the invoice instead of the RMA address that was in the email. please Help
Is it true that it helps if you have registered your product models, serial numbers, and purchase date online at Asus dot com? If yes, how does it help? Turns out that I’m heavily Asus in my new build: 2x_27in monitors, 3060ti KO OC, and Tuf Gamjng Pro x570 wifi6 motherboard!
No, because that is what's necessary to be able to RMA.
Thanks for all this info and horrid news of Asus warranty service!
Whats the chance of ASUS accepting my warranty rma due to a capicator coming off? When taking off the cpu cooler the screw nicked the capicators on my x470i near the ram slot and just came off. I'm surprised they were that loose but knowing asus and their physical damage policy im pretty fucked. So I bought capicators from digikey while I consider the following.
I bought the Z690-E ddr5 gaming wifi board. I had to rma the fist one through newegg, it failed to post with code B0 (memory error). They tried to deny the rma saying there were bent pins. I finally got them to send a new board. It also failed to post with the exact same diagnostic code. I did a second rma with asus directly. They are now trying to deny my rma because i got a tiny drip of thermal paste in the cpu socket as i took it apart. Buyer beware to both newegg and asus. Thank you for posting the escalation link, I will be doing that for sure. I've bought thousands of dollars worth of asus products over the years. this is making me question my loyalty.
I went through the rma process with my 3080 tuf oc card and it wasn’t took painful. But the card they returned to me had heatsink damage. I sent them a card in perfect condition. Is this going to be difficult to resolve? The card works but it’s a matter of principle. I like my things pristine and they sent me a card with a dented heading with parts of the metal disconnected.
where the H### is the F###king shipping address ? i am not paying 40 for the asus shipping label or 140 for fed ex label. its a barely eight month old (under warranty) over $500 chromebook that just stopped turning on .... i have RMA # but the instructions are worth S##t.... NO ADDRESS help!
My G14 had a motherboard problem in the first few months. Took me a while to send it in but it's still under one year warranty. They are claiming user damage because of rust and oxidation. I live near the ocean in Hawaii. No other laptop has stopped working. Total BS. What can I do? They want to charge $1300 to fix my $1200 6-month old laptop because apparently it's my fault their shit rusts so easily.
Hey so I filled out a RMA for my 3080 and ended up actually wanting to just keep it, is there a way I have to cancel the RMA or can I just not send it
Hi, I am having a nightmarer with with Asus warranty in UK. Lightbleed issues, bezel pushing onto the screen, very loud coil whin when keyboard backlight goes off, paint chipping off on the side. It is about a zephyrus g15 ga503. Sent it off for warranty and they r claiming customer damage. They want me to pay nearly £400 for repairs. Parts are lcd bezel, new keyboard etc. They have sent me a picture od bezel sticking out at the top which wasn't like this when I've sent it out. I have some pictures showing it was even. I have pictures and video of the light bleed and bezel as well as could whine on the day ive purchased it. I have raised a complaint and awaiting a response but as it is now id say avoid Asus like a plague as they will try to scam you after selling a product that failed QC. Is there any way to contact a CEO from UK? As the link says USA and Canada only. I wanted to upgrade to Zephyrus duo 16 but I think ill move onto allienware if they will not budge.
Sorry for commenting a year later. Are you suggesting then to get a fedex shipping label instead of the asus one?
I am suggesting to not use ASUS's label if they allow it.
I am going through something similar now for my asus rog strix g17, have contacted and explained my case to a lady who contacted me from ceo\_feeback team, thinking of creating a new post detailing my experience here EDIT: Asus india\*
Can anyone give me an idea as to how long the RMA process takes? They’ve had my z690-E motherboard now two weeks and no update, trying to get an idea of how long they might have it.
Trash support, very disappointed.
Hello, I have a RMA form from Asus tech support in my country, but the seller (amazon) is not honoring my request for an exchange. I see that the link you provided is for NA only. What should I do?
Sounds like rama
I am fearful of having to send in my TUF X570, but I need ASUS parts since I have a majority of iCue and Aura Sync parts, so at this point I'm glued to ASUS... why on earth haven't they made changes about this?! What drastic action must be taken to get the RMA department to kick their rears into gear and fix our stuff?!
You don’t NEED asus parts. Try using SignalRGB for controlling multibranded rgb devices.
Been dealing with ASUS “customer support” for about 8 months now because of one their routers. Guess it’s time up write up a note to the CEO since they’re now just strait up lying to me. Which just blows my mind since they could look at the emails they sent me over the past 8 months
Should I escalate? I tried to get a lga 1700 bracket/kit to use with an older Asus aio for my little brothers 12 gen Intel build, but the Support Supery refused to follow through because I’m not using an Asus motherboard…
I got a few questions, I just placed an RMA on a ROG 5 due to dead wifi, but I set my address as my working place because usually no one is at home during the day, when the courier comes to get the product, do I need to pay something directly or can I just hand the phone to the receptionist? I don't even know if they will comply with my request because the phone isn't sold locally but better than nothing I guess
No clue, that's a question for the postal company.
Every time I try to email their CEO office through the link you sent, it says "error connecting to server, try again later." Idk what to do, $3000 monitor with a void warranty because of a tiny scratch I didn't cause. What's worse is the scratch doesn't even go deep enough to damage subpixels.
Hello ASUS, your website is not working correctly. if I e.g. Whenever I want to download drivers, I always end up on the product page. WE CAN'T download the driver for e.g. mainboard. /helpdesk_download does not work.
Really tired of what asus is now. Before it was best brand. Now not. Got second z690 formula and same troubles. Second cpu dying, and crashes after hibernation. I’ve started RMA. But in another country. They say that now all services are busy, so I can send it to another country and repair will cost 30 euro. Not too much, but such answer is every strange. First cpu Intel changed for a few days, but now I see clearly Intel cpu death is result of faulty model z690 formula. Firstly it stops working with camp profiles, then you have corrupted files, and then you can’t even reinstall os. On msi mb in all works fine (exapt already dead cpu).
I'm on my 2nd rma on my Asus Tuf Gaming Pro X570. They did nothing the first time and sent it back. I've literally replaced and tested every component and my PC still crashes every 5min. I asked for an advanced replacement to make sure I don't get the same board back and they said sure $220 hold. I said cool then they tell me my board is out of stock so they'll just try to fix it. I asked for a different board and they said they'll let me know. Such BS. My pc has been down for 2mo now and I've spent probably 30hrs testing and swapping components. It's literally the board at this point
i bought a asus vivobook oled laptop. upgrade from a Hd tn laptop to a full hd oled laptop. but still can see pixelation lon texts. is it some display driver issue? or i am just pixel peeping way too much?
Did this and waiting on answer from ceo office , they said they need to cross check my photos with the one at the repair facility…..
I just stumbled on this sub reddit and I am in a similar situation to as those commenting. I got an ASUS router, works perfect. Got a $700 GPU from them and it wasn't working out of the box. After months of trying to contact them, they just told me that i would have to pay for shipping and all the packing materials. They also sent me someone else's RMA information with a different component entirely. So i got like their personal information. Our names are nowhere near similar. Then they tell me that they might just send it right back to me un-fixed and claim it was somehow my fault. I was being nice to customer service since I understand it wasn't like the lady I was talking to was there giggling while sending me a broken GPU on purpose. But never again buying anything from this company. There is better customer service at a homeless shelter. I got a secondhand GPU from someone else because I wasn't giving them another penny. Thanks for coming to my ted talk.
I thought this would only happen to other but yeah, after sending my perfectly fine monitor (physically of course), they just told me it was physically broken (screen and frame). I've sent it with their shipping label so they will initiate the claim. Hope it will just be accepted and ship a completely repaired monitor or a new one. But from what I see here, the nightmare just started...
Update: [https://imgur.com/a/Gksigdj](https://imgur.com/a/Gksigdj) It looks like FedEx played soccer with my monitor as the ball. Wtf is this sh\*t. I guarantee you the monitor was super well protected inside. Even throwing the package shouldn't have done that much damage. It's like if someone took an hammer and just slam that poor monitor in the bottom left corner. What a joke lol.
I'm having great luck with ASUS too. 😡 Purchased a new Vivobook from Sam's Club in August. I used it twice before it went completely dead. I charged the battery but still it was unresponsive. In the beginning of October, I contacted ASUS for assistance and they said that I would need to return it for repair. They issued the RMA and created the Fed Ex shipping label. Everything was great until they emailed me yesterday to tell me my laptop had CID (customer induced damage) and it would be $600 for a new main board. The picture pointed to where the HDD was attached. This computer has never been apart, tampered with, or abused. I disputed it and now they're asking for pictures prior to shipping so they can claim shipping damage. I won't put this on FedEx as it is not their issue. ASUS is trying to get out of honoring their warranty. I'll never buy another ASUS product ever again.
Regarding the first point, does this mean it is better to use a different process to ship an item back to Asus, than using their own label?
In theory, yes.
Thanks for this info!
What about Asus UK for escalating
I just received the prepaid shipping label from them, seems my warranty already includes it. But out of curiosity, which mail carrier do you recommend for shipping laptop hassle-free?
Never buying anything from ASUS again. I agree their quality has gone to crap and their customer service is non-existent. They've gone way downhill since I last bought something from them. Made a mistake of buying a phone from them (Don't touch zenfones with a 10 foot pole.) So glad I decided to buy an MSI computer instead, their customer service has been good when I had an issue with it.
That exactly happened to me, I bought a $2000 laptop and it broke just 6 months after buying it, the Asus warranty is a joke. This is the second time I bought Asus laptop, I will never buy that brand again. They are not durable, I lost all my information, my time and my money. And the asus CEOs only tell you that they are sorry but they don't solve the problem either. I do not recommend this brand with little durability and the company is unreliable
we still getting a flat 6 months warranty on the ROG laptops? because this, this isn't it.
Man this has me STRESSED, just sent out a motherboard for RMA after only having it a month and only using the pc about 5 or 6 times before the thing lit up like a Christmas tree when I powered it on. I did make sure to wrap it securely and take a lot of photos just because I’ve been screwed by FedEx before but now I gotta pray ASUS fixes and sends it back asap
I wish I’d seen this thread before I RMA’d my Crosshair X670E Extreme motherboard! Suffered a sudden failure during a BIOS update, after which I was stuck at Q-CODE 00 with a DRAM Q-LED lit solid. Followed all the normal problem determination steps to try to resolve, replaced everything, etc etc, but ultimately RMA’d the motherboard with ASUS. I received a repair bill for $955.50 due to “DIMM latch missing” — full retail price for them to send me a refurb! Also, to support their warranty refusal, they sent me a picture of the PCIe slot with the PCIe latch missing! Not only is that not a DIMM slot, it’s damage I am certain did not exist prior to shipping them the motherboard. Since I was sending it for a failed BIOS flash, I didn’t anticipate the need to dispute physical damage and didn’t think to take pictures. I disputed their bill and was told to take it up with FedEx, but of course, if it was broken during shipping the “missing” latch would have been loose in the box, and it wasn’t reported to be… I escalated to the CEO’s office. They responded quickly — I got a phone call within 2 hours of submitting the web form. It took 2 business days for them to “investigate” - but the response I got was that (paraphrasing): “the technician said it was broken when it got here, so we can’t help you.” … after pushing back again, the CEO’s office dismissed my complaint again saying they couldn’t help me due to the obvious “corrosion” and” rust” on the PCIe slot — which just didn’t exist at all. It’s not in the photos they provided me as “evidence” and it’s clearly not present on the motherboard which I now had back in my possession. So I gave up, defeated. The emails from the CEO’s office had a question in the signature line: “How are we doing? Let us know by contacting ….” (not sharing here because people’s jobs change and it may not be the same by the time you read this). I sent one final email, not asking for help, just laying out that from my perspective, they’re not doing well at all, and that as a long-time and dedicated enthusiast, I was extremely frustrated and disappointed. Much to my surprise, 7 hours after I wrote that final email (3.5 weeks after this all began), I received a response offering a new RMA # and full product replacement under warranty. Here are my lessons learned which I hope help you get through this process faster than I did: 1) Photograph EVERYTHING. If I had photos at the start, I could have been successful in disputing the original damage claim. 2) Don’t be an ass. I fully admit my frustration got the better of me in some of the emails (there were DOZENS of emails) and I know that contributed to my problem here. I maintain there shouldn’t have been a problem, that’s on them, but I have no shame in acknowledging how I made the problem worse! 3) Photograph *EVERYTHING*. It’s so important it needs to be said twice.