ASUS’s reputation for customer support and RMA handling is once again under scrutiny following a new incident that has sparked outrage within the PC hardware community.
According to reports first shared on Reddit, a user claims that ASUS refused to repair a faulty motherboard under warranty and later blamed the customer for allegedly declining the repair.
Dispute Over Warranty Repair
The issue began when the owner sent in a defective motherboard for warranty service. The board reportedly had power-on problems, but instead of addressing the technical fault, ASUS focused on a minor cosmetic issue that did not affect functionality in any way. The company requested a payment of 45 dollars to fix this purely visual damage.
When the user refused to pay for a cosmetic repair and asked ASUS to focus on the actual hardware failure covered by the warranty, the company closed the case.
They pointed out the cosmetic damage, (so minor I don’t even know what they are talking about) i said just fix the issue, they replied that the issue has been fixed, which is a lie.
The point is, they ignored my reported issue, changed it to “system no boot”, then claim “customer decides not to repair”, while customer service told me “the issue is fixed”.
What cosmetic damage they found is unrelated to their audacity to do it.
– Reddit user u/MoumouMeow
What angered the user the most was discovering that the official diagnostic report marked the case as “customer decides not to repair.” According to several users, this practice appears to be a way to avoid legal and contractual responsibility by returning the product unrepaired while shifting the blame onto the consumer.
This situation is particularly concerning given that ASUS promised last year to improve its RMA policies after heavy criticism from tech outlets such as Gamers Nexus. This new case suggests that those old practices may still be in place.
The frustration has reached a point where the affected user said they now feel ‘nauseated’ when seeing the ASUS logo and have even decided to sell their other ROG products.
At the time of writing, no official response from ASUS has been issued regarding this incident.
