Has ASUS or another company scammed you during a warranty claim? A lot of warranty rejections actually legally qualify as fraud. You can report it here: reportfraud.ftc.gov/ Viewers make these independent investigations possible. Buy a limited CyberSkeleton shirt! store.gamersnexus.net/products/limited-edition-foil-cyberskeleton2-cotton-tshirt (uses a brilliant blue and gold foil) Or consider grabbing one of our heavy-duty silicone soldering & project mats: store.gamersnexus.net/products/gn-project-soldering-mat You can also find one of our PC building Modmats with reference wiring diagrams here: store.gamersnexus.net/products/large-modmat-gn15-anniversary Or for some drinkware, get a copper-plated stainless steel mule mug with a thermal conductivity formula laser-etched in it! store.gamersnexus.net/products/gn-copper-plated-stainless-steel-mule-mug-thermal-conductivity-of-copper Watch our Scumbag ASUS video that started this last year: kzfaq.info/get/bejne/mch3mcZer6jcnI0.html Watch our EK investigation here: kzfaq.info/get/bejne/bqdnltycz5bUc5s.html

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

Don't buy from ASUS, got it.

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

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

I feel like ASUS will soon be "Still learning"

Boycott ASUS, got it.

A few years ago a friend lost a 1080ti because the waranty found a missing blade on one of the coolers, he sent the card without the damage to them.... the issue was a dead GPU. He sold everything asus related he has and never bought anything from them again.

Just started a new job that partnered with one of those "get your employees tons of employee discount benefits!" places and it gave a discount on ASUS products, almost started saving for a purchase, thanks for saving me my money. I'll be making sure nobody I know buys ASUS anymore, I hope they have the money to rebrand and relaunch at a higher quality like LG did

ASUS has now entered the "find out" stage.

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

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

Its nice to see this finally getting attention. I am a system builder and I must have 50 or so of my own horror stories about rma'ing with Asus in the last 4 or 5 years. My personal favorite was on the AM4 x570i strix boards where they would deny my RMA and charge me $400 bucks to repair a $300 dollar board because and LED on the leading edge of the board was burnt out. I also got a $3300 dollar bill to repair a tuf 4090. Scratches around the screw hole on a b550 strix, missing pcie lock on x570 hero. Also let not forget the serial peeling off on z390/z490 board.

ASUS PLEASE IT HASN’T EVEN BEEN A YEAR

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

Oh man, THANK YOU im about to go on a long vacation and was gonna buy one of these, dodged a bullet, thanks Steve

I bought an Asus Motherboard way back in late 2019, and it was my first time buying a 'high end' motherboard, something I did because I wanted one that I wouldn't feel the need to replace until finally leaving the AM4 platform. It died suddenly in less than six months, and since by then it was the middle of the pandemic, my only option for getting warranty service was through their website, customer support, etc. when in reality the preferred method is just showing up at the fulfillment center and handing them the motherboard. My board was out of warranty by the time it was safe to go anywhere in person. They gave me *such* a run-around every step of the way until I finally had to cave and just pay full price for a new board. Never buying an Asus product again, if given the choice. I've also had a ton of their monitors arrive with dead pixels.

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

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

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

I had a problem with ASUS as well when then 3070 came out a few years ago. 1 month of use and I had absurdly loud coil whine (I could hear it through my headset while gaming), my friend had the same exact card (we bought them together on the same day) and his was dead silent while gaming. I sent it for RMA under warranty with videos showing the noise levels under stress. Each email would take about 7-10 days for them to respond, they said there was nothing wrong with the card and the noise was ''normal". I was fed up after 2 months of back and forth with a new guy each time on the email and got a lawyer to handle it. At one point they even offered an AMD card (an inferior model, thinking I didn't know anything about it). It took exactly 6 months to solve this, but I got a new card and $10.000 from them as a "favor" for not suing them.

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

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

Well. They scammed me as well. Long story short: Bought a motherboard, that needed an upgrade/swap of a chip of sorts, that would make it possible to run Xeon E5v4 CPUs. Sent it in and got it back rather quikly. Nice! Not so fast. They kept the CMOS battery, no biggie, but much worse; they also kept all heatsinks that was installed on the motherboard. Not CPU heatsinks, VRMs and chipset and whatnot. Sent them an email and received some after a couple of days. Installed it. The board wouldn't boot. Swapped the CPU's back to Xeon E5v3's that I knew worked - also nothing. Wrote them and they claimed I had refused to accept the repair. I was like "wtf?!" and told them I accepted the 'repair', that's why I sent it in, also pre-accepted the fee - no need to mention I hadn't recieved any further mails asking if I wanted to move forward. That was kinda assumed pr. support ticket. Sent it in again and got it back - this time with a note saying the motherboard was broken. Like, not functioning at all! I sent them another mail "wtf?!" and was told, the motherboard had been broken all along - in line with what I claimed originally. No. Not at all! The support ticked clearly states: "works with v3's but not v4's". So... yeah. They ghosted me after I got a mail from their 'manager' telling me something along the lines: I have faith in my team and when they say the thing was broken, it must clearly have been broken all along - also, we do not have the part needed for the upgrade. So now I have a dead motherboard but some new heatsinks. Thanks alot ASUS. The motherboard was a Z10PA-D8. Not the newest thing I'll admit, but it was working (with Xeon E5v3's, not Xeon E5v4's, that's why I sent it in). Oh. And the motherboard was sent in the excact same packaging that they use. How do I now? I used their boxes, antistatic bag and wrap.

Xiaomi did the same when I send it a phone, they gave me a quotation and it costs more than the same new phone, when I only ask for charging port to be fixed, it was still under warranty, and I told them I'm willing to pay for the repair. The phone was working fine except it is very hard to charge.

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

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

Thank You soooooooo much.....I was ready to purchase 26 ASUS computers. After listening to this video I will NEVER EVER purchase ANYTHING with the ASUS name. You saved me THIRTY TWO THOUSAND dollars. Why would anyone buy anything from this company.

this is the one good thing about living in Australia thanks to the Australian Competition and Consumer Commission, Asus says we have one year warranty but thanks to the accc we have two to three year warranty, which means in those two years if its faulty we just take it back to the shop we purchased it and swap it for a new one

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

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

I had almost same issue with their service. I'm from Israel and I bought portable monitor ZenScreen. After 1.5 year appeared 4 light dots on the screen and I sent the screen to their sub contractor to fix it following the warranty. And there was a little crack on the plastic frame over the display. After week the contractor called and requested to replace this frame and it price about 1/3 of the price of new monitor. Otherwise they will not fix the monitor. Later they lost the controlling button and requested also to pay replacment. When I received back the monitor, I discovered that frame not replaced even I paid for it, they lost button, they didn't fixed the issue with the dots (back light) and did damage to the back of the monitor, made from aluminum when disassembled it. I claimed about this to the Customer Service and it took about 1 week till they understood what happend, even I sent to them the pictures of the damage and finally they told to me that now there is not their warranty case and now it's my responsibility to conversate with THEIR sub contractor. It was last time when I bought product made by Asus

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

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

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

Asus rep here. Look bottom line, if your Asus product is malfunctioning in any way, you broke it. We are going to need you to go ahead, and pay us to repair that, and if during said repair your ASUS product is damaged further, you broke that too, and there is no need to discuss this any further, as we have the final say in any and ALL repairs, or RMAs. Here at Asus we aren't made of money, that we can go handing out new devices all willy-nilly. We need you to pay for these repairs immediately, as the next quarter is drawing near, and Damnit, I will not be forced to downgrade my super yacht to a regular one (bleh!) As always ASUS appreciates your loyalty, and continued business, and your money, mostly your money. Just remember, we are here to help with any issues, with our products you may encounter in the future, but you did it. Any further correspondence can be directed to that brick wall, right over there.

Asus deserves this. They sent me a flakey 1080 when I RMA’d a 1080 Strix that was displaying snow artifacts.

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

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

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

I had a very similar experience. The nvidia graphics card and one ram slot started having problems immediately after a month so I could not return it to the store. I sent it in with screenshots of the problem, a recorded nvidia graphics demo, and instructions on the desktop on how to run the demo. I got an email saying there was nothing wrong and they were sending it back. I told them I know they didn’t even open my laptop because I had also included instructions in a piece of paper under the lid and it was never unfolded. I sent it right back and then they ended up replacing the motherboard entirely because the ram was soldered on to the motherboard directly (I didn’t want them to ding me for opening it so I didn’t even try, I thought it was the slot not that it was soldered and broken) and they replaced it under warranty but this took months. And then once the warranty did expire I had ssd problems which probably went unnoticed because that laptop spent 30% of its warranty lifetime in the mail or transit. Never again

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

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

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

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

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

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

In 2018 my brother built a PC. After it was running for a while, if it was shut down, and then later turned back on, it wouldn't reboot. The PC was taken to Best Buy to have them look at it, and they said it was the motherboard. We contacted ASUS, 14 days after the purchase. They kept dragging out support, until the 31st day, and said it can be sent in for replacement. BUT since it was past the 30 day replacement period, he wouldn't get it replace with a new one like it should have been done. He would have to get a used one. They don't have a history of standing behind their product. They don't need to, as long as they keep scamming customers. Razar.

I have bought an Asus 4060, and it had a strange noise coming from one of the fans. The product was brand new, so I sent it back straight away. They emailed me saying that the warranty was void because the product was improperly “installed.” Dude, it’s a plug-and-play device. It works, but the fan is just noisy. I refused to accept that, and they refused to repair it unless I paid a £478 bill, LOL. Luckily, the legal system in the UK works very well, so I took legal action online with just a few clicks. They received a letter from the court indicating that I was about to take legal action. Within three days, they “decided” to send me a replacement free of charge. Consumers have a huge amount of rights in the UK, so I guess they didn’t even try to argue. All I paid was the £50 online court letter fee. The way they try to extort consumers its mind blowing just like Apple does but at least Apple products works

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

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

You are genuinely the only tech channel that I trust. Thank you Gamers Nexus for exposing these things and representing the customer experience

At ASUS: - Guys, we're losing a lot of profit due to the warranties, so ... we need to somehow find a way to make money anyway with the repairs. - How about we replace things that were not broken? - That would be a lie, we cannot do that. However, I almost like the idea! - So, what if we find any kind of small defect, including a scratch, that would require a big repair if we had to fix it? - Can you give an example? - Well, say there's a minuscule scratch on the bezel, and it's connected to the screen, so we could charge a full LCD replacement for it. - Oh wow that's absolutely genius! Will add this to our new policy.

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

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

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

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

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

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

They tried denying a router antenna. They claimed it was dropped and it wasn't. The antenna unscrewed and it broke the tiny wire on the antenna, I went up the ladder and they sent me an antenna and then flagged it as a damaged unit due to abuse and would no longer honor the warranty after I owned it for 2 weeks. All I did was pick it up and the antenna came off and broke the wire. I told them that they should fix the antenna to the unit and it will fix the problem. We all know that the antennas fold and can be packaged with the antennas securely attached and not removeable. Add some loctite or make them not removeable. For the price you pay for their products, they should easily take care of customers without a hassle. It's just another reason to quit buying their stuff and hit them where it hurts. They'll learn or go out of business. I have owned guessing over 30 products from them, most were ROG products. I quit buying their stuff after this antenna experience, screw them.

My Asus RMA story involves a monitor. I had a FreeSync monitor from them, which worked fine with my Nvidia GPU over DisplayPort for the first month. My GPU detected it as G-Sync compatible, and it worked well. Then, I got an AMD GPU and an Xbox Series X, and FreeSync would not function properly over HDMI. Although the AMD control panel indicated that it was enabled, I capped my FPS and used VSync in-game, as recommended for AMD GPUs. However, there was still massive screen tearing, which also occurred on my friend's AMD GPU and my series X. It worked fine over DisplayPort, but that didn't resolve the issue for my Xbox. Setting up freesync/g-sync can be a pain if you don't know what you're doing but I am confident in my ability to configure it correctly as I have done lots of research. Anyways, the monitor was only 2 months old at this point, so I called Asus to inquire about a fix. The person on the phone acknowledged that this was a known issue for this monitor and suggested sending it in for repairs. I made sure she understood that the AMD control panel showed FreeSync as enabled and that the problem only occurred during gameplay. She confirmed understanding. I sent it in in its original packaging, and a month later, I was informed that everything was working fine, accompanied by a picture of the AMD control panel showing it was enabled. Apparently, that was the extent of their testing. Another month passed, and I received it back, but in non-original packaging, freesync over HDMI still not working and now with more visible scuffs than when I sent it in. FreeSync not working may not seem like a big deal, but I got the monitor specifically for its compatibility with my console and PC. It was the primary reason I purchased it; otherwise, I would have stuck with my old one if I had known it wouldn't work.

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

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

DO NOT FUK WITH GAMERS NEXUS!! I'm onboard!! Thank you @Gamers Nexus! Thank you for your discrete interactions with these corporate pigs, us small guys need your help!

Never had an issue with them in the UK, they replaced my laptop twice and renewed the warranty, also repaired my keyboard for free, all three times they sent a courier to my house to pick it up also for free. I don't know if this is an area issue though.

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

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

With over a decade of PC building experience in Australia, I can confidently say that ASUS is the hardest manufacturer to deal with when it comes to warranty. I also refuse to use STRIX gear because anyone outside of mainstream hype or cult followers knows its overpriced junk. Because of this, have saved customers hundreds of dollars per build while still delivering quality components - usually from MSI or Gigabyte.

asus even admits twice that the case damage is "minor" and "cosmetic" smh

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

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

The fact 3rd party companies exist for warranty fulfillment means they are making a profit off of the warranty fulfillment, which really isn't the way warranties should work. They shouldn't be a profit center, because that just implies your product is knowingly made poorly.

Same here from ASUS. Had Strix RTX 3080 OC White and Hotspot was reaching 108C. ASUS said that it's normal behavior and my card was shipped back.

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

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

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

Great job gamers nexus team with going through the steps of documenting and publishing this!

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

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

"Gap abnormal" is going to be my usual excuse for everything f...d up at work now. Thanks!

I recently bought an Asus Oled Laptop which has pretty sick screen. One day however, one keycap on the keyboard just suddenly disappear. I turned my entire house searching for it to no avail so i bring it over to Asus Service Centre. Bear in mind, it's only a SINGLE plastic keycap that was gone, everything else is good and peachy and the keyboard is fine and dandy. What did Asus says? They wanted to charge me 130 USD to replace the ENTIRE keyboard just for a SINGLE Keycap when the keyboard is absolutely working fine. And these guys had the audacity to claim they stand for sustainabillity and environment. I said F that and buy a single keycap off an online store for 1.5 USD instead.

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

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

I had a similar issue with EVGA. My 1070's VRM blew (A known issue) and they claimed water damage and shipped it back to me disassembled and missing screws. I posted on reddit and a rep said they would take care of me. Everyone jumped in talking about how awesome EVGA is and how quick the rep stepped in. No response from the rep for 3 days then DMed me saying he couldn't help. At this point I'm gonna start taking full video's of devices as I pack them up for RMA so I have proof these companies have zero interest in helping us.

Absolutely shocking! I have an Asus gaming laptop, and it is shocking to see what I would have to deal with if there was a problem.

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

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

Could you imagine BMW not fixing your blown engine because they found a stone chip on the bonnet, ridiculous.

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

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

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

This is one of the reasons why i always take picures of my electronics whenever i send it to any repair place. And i always keep a list of what is working and is not working

God I love this channel, Holding some of these bigger companies accountable. Great job GN per usual!

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

I complete 10 builds a year and will never use a single asus product again based off this information. Thanks Steve.❤

warranty is often just a marketing gimmick. No one is going to sue a large company over a few hundred dollars, so they can fulfill claims up to their internal commercial and legal limit, and then play with the rest. This can only be fixed with stricter regulation

I was a PC builder for many years and relied on many various Asus parts from mobos to monitors. In 2016 I bought a Zen Watch 3. Within 3 months the band broke. Clearly a defective design. They refused to replace a $29 watch band under warranty claiming customer damage. I've never ever had any other watch band break. That was the last Asus product I ever bought. They lost thousands of dollars of my money over a $29 repair. I'm certain I'm not alone in stories like this.

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

remember when companies say you should only have "authorized" companies service it... they are doing it for control, not quality.

Had a very similar experience with a motherboard. It took one month to get a replacement, as it didn't detect the CPU and they blamed a scrach next to one of the screws that hold the board. Also they are the type of company that will not admit to being wrong on anything.