Have you ever had a run-in with Asus customer service? If so, you’re not alone. The Taiwanese tech giant has developed a notorious reputation for shady business practices and appalling customer support.

In this in-depth expose, we’ll take a deep dive into the Asus scandal that’s been rocking the tech world. We’ll look at real user reviews and complaints that expose Asus’ manipulative repair processes. We’ll analyze the shocking investigative report from Gamers Nexus that blew the lid off this scandal.

And I’ll share my own personal horror story with Asus that left me feeling violated as a consumer.

But first, let’s see what all the fuss is about with a quick overview of the Asus scam.

The Asus Scam: What You Need to Know

In early 2023, the respected tech YouTube channel Gamers Nexus released a damning report titled “ASUS Scammed Us.”

In the shocking video, Gamers Nexus detailed how they sent in an Asus ROG Ally handheld gaming PC for a repair under warranty. The device had a relatively minor issue with the SD card reader not working properly.

However, when Asus issued a repair quote, they included fees for repairing largely cosmetic damage unrelated to the actual warranty claim. This included fixing tiny scratches and dents on the device chassis.

When Gamers Nexus pushed back, Asus eventually admitted they would complete the SD card reader repair for free under warranty. But the entire process was manipulative according to the investigators, designed to jack up costs and rip consumers off.

Asus has a long history of problematic customer service issues and shady repair practices, which we’ll dive into shortly. But the Gamers Nexus investigation really brought this behavior into the mainstream spotlight.

Since then, countless Asus customers have come forward to share their own horror stories dealing with the company’s draconian repair policies.

The reviews and complaints I’ll highlight paint a clear picture: Asus frequently tries to nickel and dime customers with bogus repair fees under the guise of warranty service.

An Industry-Wide Problem? What Competitors Are Doing

To be fair, Asus is far from the only tech company accused of scammy repair practices and policies.

Gigabyte had its own public relations disaster in recent years with the PSU fiasco. The Taiwanese manufacturer was caught selling power supply units that had an unacceptably high failure rate, with many models being literal fire hazards.

MSI has also exhibited anti-consumer behavior, like selling certain QD-OLED monitors without any option to update the firmware. This left some customers dealing with bugs and defects with no official fix available.

While the behavior of Asus, Gigabyte, and MSI is unacceptable, you could argue that it highlights a systemic problem in the hardware industry. With limited competition and consumer choice, some brands may feel empowered to mistreat their customers.

That said, there are still a few hardware companies with solid reputations for standing behind their products:

ASRock For AMD motherboards, ASRock has emerged as the brand to beat in recent years. In particular, they were one of the only manufacturers whose AM5 motherboards did not exhibit issues frying AMD’s 3D V-Cache CPUs like the 7800X3D.

Their motherboards aren’t overly flashy. But they offer great value and an extremely reliable experience for system builders, from the firmware to durability.

Sapphire When it comes to AMD Radeon GPUs, Sapphire is generally considered the cream of the crop. They’re well-known in enthusiast circles for their exceptional cooling designs and overclocking capabilities.

More importantly, Sapphire offers robust warranties and doesn’t give customers headaches during the repair process.

User Reviews: The Good, The Bad, and The Ugly

Now that we’ve set the scene, let’s dig into some real user reviews detailing experiences – both positive and negative – with Asus customer service and warranty claims.

We’ll start with a positive review to show that it’s not all bad with Asus. Then we’ll look at some horror stories that are all too common for the company.

The (Relatively) Good

This review comes from a Redditor who had to RMA their Asus laptop:

“I have a laptop that had international warranty from Asus because it was a SEA model. ASUS US honored the warranty and replaced the entire motherboard after it died, with a few days left on the warranty.

Other than the screws coming in the wrong places and the usual Asus quality LM (liquid metal) application, it was fine. I got lucky.”

While the reviewer notes some typical Asus quality control issues around liquid metal application and reassembly, they were able to get their laptop repaired successfully towards the end of the warranty period.

Of course, “getting lucky” with a paid warranty repair shouldn’t be the expectation. But in Asus’ world, it’s one of the better outcomes you’ll hear.

The Bad

Here’s a review from someone who tried to RMA an Asus motherboard, but got nowhere due to Asus’ terrible customer support:

“I ordered a motherboard from Amazon Germany which was sent from Amazon US. The IPMI card is defective. I contacted Asus support, he was playing on time, I could’ve replaced the motherboard no questions asked 1 month after purchase, but since Asus support wasted my time now I can’t.

Asus support told me to do a RMA, which I did. They said they wanted an invoice. Amazon refuses to give me an invoice. Asus Germany RMA says I should talk to Amazon support. I did.

First time I have to do a lengthy explanation and the Indian support people promise the world and lie to you, after being reached around a few times. They said that they contacted Asus and that Asus will send me a replacement in 3 days. It never arrived.

Next time same story. 3 days, it’s 3 months later now and no sign of a replacement. I don’t know what to do. Probably go to the police.”

This is a sadly typical story with Asus support. The customer gets pushed from department to department in an endless loop of finger-pointing.

Asus itself gives contradictory information and fails to follow through on promised replacements or repairs. Three months later, the original issue still hasn’t been resolved.

The Ugly

Here’s one of the worst Asus horror stories I came across from a Redditor:

“Pictures of what they gave me as a Z790 Extreme Replacement after I gave them one in pristine condition (outside of it dying): [link]

Yeah… ASUS f***ed me on my Z790 Extreme when they sent me back a used replacement with broken/cracked screens, scraped back plate, all the M.2 latches were missing, pubic hair + dirt on all the thermal pads, metal fins had chunks missing + paint chipped in areas, and they left it in service mode which would have destroyed the board over time.

The board also had holes drilled into it around the CPU socket… Just thinking about it makes me furious.

They continuously told me that nothing was wrong with the board that they sent me and that everything was just cosmetic and it is expected of their refurbished replacements to have this sort of damage.”

This is a nightmare warranty scenario. The customer sent in a brand new, pristine motherboard for repair. What they got back was an absolute beater.

Missing components, physical damage and wear, unsanitary conditions with dirt and pubic hair, and improper configuration that could lead to board failure. Asus actually tried to claim this was within expectations for a “refurished” replacement!

After fighting for weeks, Asus eventually agreed to a buyback of the original board for the full retail price. But the stress, time wasted, and lack of remorse from Asus support is appalling.

It’s hard to imagine such a premium brand treating their customers with so little respect. And this certainly isn’t an isolated incident based on the report from Gamers Nexus and other online complaints.

My Personal Nightmare With Asus

While I haven’t had a personal experience as bad as the one above, I did have my own run-in with Asus’ shady repair practices years ago.

Back in 2015, I purchased an Asus gaming laptop as an impulse buy when it was steeply discounted during Black Friday sales. I knew Asus was considered a reputable brand at the time, so I didn’t put too much thought into the purchase.

A few months later, the laptop wouldn’t charge or turn on. I reached out to Asus customer support, and they had me ship the laptop in for repair under warranty.

About a month went by with no updates from Asus. I finally got in touch with someone who matter-of-factly stated that there was significant cosmetic damage to the laptop chassis. They included photos showing a few small scratches and a tiny dent on one corner.

To repair this “damage” they were quoting me nearly $400!

I immediately disputed this ridiculous fee. The laptop was practically brand new when I sent it in. Any minimal cosmetic imperfections were certainly there when I purchased it, and had no impact on its functionality.

After going back and forth on calls and emails, Asus eventually agreed to complete the repair for the original issue of it not powering on. But they still tried to nickel and dime me by charging $50 for the cosmetic scratches and dent.

I begrudgingly paid the fee, but vowed to never purchase another Asus product again. The way they tried to take advantage of me as a customer left a awful taste in my mouth.

It was clear their motive was to turn a quick profit at the expense of reasonable customer service and support.

With so many other great tech brands on the market, there’s no need to subject yourself to these kinds of manipulative practices from a manufacturer like Asus.

What’s Next For Asus?

Since the report from Gamers Nexus, Asus has remained largely silent about the ongoing repair scandal and mounting user complaints.

In response to the video, they simply stated that users should only use official Asus support channels if they need warranty service or repairs. This appears to be Asus doubling down on dismissing any criticism.

At the time of writing, Gamers Nexus says they’ve received a flood of reports from Asus customers experiencing similar shady practices around repairs and warranty claims.

The tech investigators plan on compiling these reports for a upcoming follow-up exposé. If it’s anything like their original video, it will deal another heavy blow to Asus’ already questionable reputation.

Based on the evidence, it’s clear that Asus has systemic issues around training, quality control, and prioritizing profits over ethical treatment of their customer base.

Unless Asus corporate leadership directly addresses these failures and makes sweeping changes, it’s safe to assume that the scams will continue.

With competition in the PC hardware space as fierce as ever, Asus’ unwillingness to change could eventually make them an afterthought in the enthusiast market.

Rising companies like ASRock, who consistently get praise for their AMD motherboards and customer support, could eventually dethrone Asus’ Republic of Gamers brand if the scandals persist.

How To Avoid Getting Scammed By Asus

If you’re an Asus customer or plan on purchasing their products, there are a few precautions you can take to avoid getting ripped off:

1. Always purchase from authorized third-party retailers with consumer-friendly return policies like Amazon, Best Buy, or Micro Center. Going through Asus directly for warranty service is just asking for headaches based on the litany of complaints.
2. Pay with a credit card, and don’t hesitate to dispute any shady charges from Asus during the repair process. Your credit card company can act as a neutral third-party and advocate for you.
3. If you have to ship a device to Asus for repair, take extensive photos and video documenting its condition before sending it off. This creates a paper trail should they try to claim pre-existing cosmetic damage.
4. Consult third-party repair shops and get quotes before agreeing to any Asus repair costs. They may be able to complete the work for significantly less, or give you negotiating power with Asus.
5. Social media can be your friend here. Don’t hesitate to Tweet at @ASUS or post on their Facebook page detailing your negative experiences. Public accountability can sometimes get their attention when other methods fail.

The Bottom Line: Choose Your PC Parts Wisely

Building a custom PC is one of the greatest joys and most empowering experiences for any technology enthusiast. But it can quickly turn into a nightmare if you buy from unscrupulous hardware brands like Asus.

While Asus is far from the only PC component manufacturer accused of scamming their customers, the overwhelming number of horror stories surrounding their repair practices and dreadful support is a huge red flag.

I always recommend choosing your PC parts brands carefully based on quality, performance, and most importantly, reliability and customer service in case things go wrong.

Companies like Sapphire, ASRock, EVGA, and even NVIDIA and AMD themselves are usually much better bets if you want to avoid headaches down the road.

Have you had any horror stories dealing with Asus customer support or warranty claims? If so, I’d love to hear about your experiences. The more exposure these scams get, the better chance there is of Asus being forced to change their ways.

Drop a comment below to share your story and join the conversation!

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