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  • May 23rd, 2020 12:58 am
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[OP]
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Dec 11, 2004
373 posts
78 upvotes
Toronto, ON

ASUS RMA Robbery

I've been building computers for 20 years and have RMA'ed a few items during this time. This recent experience with ASUS has been absurd. I'm already really frustrated that this 4 week old product has issues.

ASUS Markham claim that I have damaged my ROG X-470F motherboard won't even look at the issue until I pay 385CND for the repair. Apparently, the missing M2 cover plate stems are the issue. First, this is unrelated to my actually startup hardware issues. Second, I unscrewed with reasonable force and stems came off with the mount. Basically the screws are seized to the mount and a simple turn with a screwdriver made it come off and is therefore defective. Third, why would I pay this if I can buy the same board at significantly LESS price than this? I had to go back to the ASUS chat where they have "escalated" this to the repair centre again. I'm really going to lose it.
Asus1.JPG
Asus2.jpg

Update: ASUS Markham still refusing to admit defect and claim I damaged it. Offered an unknown "discount" if I "feel" that the price is too high, which to them is fair market value for having to send me a new board. All this to avoid having to look at the actual issue, because of two defective M2 plate mounting stems. Bunch of clowns.

Update 2: Based on advice from RFD and Reddit, I contacted the "CEO Office" to escalate the situation. https://www.asus.com/us/support/article/787
No other CSR through any other channel was able to tell me anything different. Just the same canned message "we found physical damage". It might as well been just automated messaging back to me. Robert from the CEO Office actually called me. He agreed to "waive the fee" and repair my board. I'll update this thread if there are other hiccups like broken promise and I never got a repairs board or if it's super delayed.
Last edited by architect on May 22nd, 2020 3:11 pm, edited 1 time in total.
23 replies
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Feb 24, 2003
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I can't say that Asus is the only company that refuses a warranty repair of a product that has any sort of physical damage or is missing any parts even if the damage or missing parts do not affect the product's functionality in any way.
[OP]
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Dec 11, 2004
373 posts
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Toronto, ON
audit13 wrote: I can't say that Asus is the only company that refuses a warranty repair of a product that has any sort of physical damage or is missing any parts even if the damage or missing parts do not affect the product's functionality in any way.
If I opened a new car door in normal use and it fell off, that's manufacturer defect, no physical damage by user. If I kicked the door and it fell off, that's another story. They are using a technicality, a defect of their own product, to avoid honoring warranty on a brand new product.

I've RMA's with many companies the last 20 years. No one has been as absurd as ASUS has been.
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Apr 29, 2018
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Asus is known to be horrible in RMA. I have had to fight with them several times and once had to escalate it all the way to Taiwan.

Since then I only buy the lower-end hardware as it is made for mass-production and thus designed to work well
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u could try social media but i dont think they will budge on this.

Last purchase with ASUS was 6 years ago. I wont their customer ever from this point forward.
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architect wrote: If I opened a new car door in normal use and it fell off, that's manufacturer defect, no physical damage by user. If I kicked the door and it fell off, that's another story. They are using a technicality, a defect of their own product, to avoid honoring warranty on a brand new product.

I've RMA's with many companies the last 20 years. No one has been as absurd as ASUS has been.
I haven't put together a desktop for many years and I'm curious about the plate removal. I'm contemplating a new desktop and really need to catch up on technology changes.
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I tried to RMA an Asus TUF motherboard a couple years ago that had an issue, and their website and all the media I could find said the TUF boards had a 5yr warranty at the time. It was just under year 4 of it. They told me it wasn't a TUF motherboard and only had 3yr warranty, even though it says TUF right on it! The book and all the their website info for it says TUF as well and they still wouldn't honor it, even though I provided at least 20 links and pictures of this proof.
I've had to replace more ASUS parts in systems then all others combined over the years. They may be popular but their stuff isn't very good imho...
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have u spoke to someone named Robert tinsley he is the manger of there customer service dept if not try to email robert_tinsley@asus.com

also what are the 2 holes they highlighted with the red boxes what do they have to do with M.2 mounts they don't even line up with the m.2 slot?

if 385 is the best they can offer u over something so stupid. u might as well toss it out and buy a brand new x570 board from MSI or gigabtye and tell asus to go to hell.
[OP]
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Dec 11, 2004
373 posts
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Toronto, ON
aaron158 wrote: have u spoke to someone named Robert tinsley he is the manger of there customer service dept if not try to email robert_tinsley@asus.com

also what are the 2 holes they highlighted with the red boxes what do they have to do with M.2 mounts they don't even line up with the m.2 slot?

if 385 is the best they can offer u over something so stupid. u might as well toss it out and buy a brand new x570 board from MSI or gigabtye and tell asus to go to hell.
I have spoken to no one with a name, everyone hiding beyond corporate standard emails. I try to escalated and I assume someone with power like a manager must have seen my issue.

Those two holes are were they highlighted the missing mounting stems for the "fancy" M.2 cover. They came off because it was seized with the screws of the cover and they came off together. It was poorly made and they are blaming me as physical damage and reason to not honour warranty of the actual issue: startup issue on their 5-week old product.
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architect wrote: I have spoken to no one with a name, everyone hiding beyond corporate standard emails. I try to escalated and I assume someone with power like a manager must have seen my issue.

Those two holes are were they highlighted the missing mounting stems for the "fancy" M.2 cover. They came off because it was seized with the screws of the cover and they came off together. It was poorly made and they are blaming me as physical damage and reason to not honour warranty of the actual issue: startup issue on their 5-week old product.
try the email i suggested if they don't help just take it as a lesson to never buy an asus product in the future. not like those stand offs matter a heat sync on an ssd is optional anyway.

personally i prefer gigabyte now a days only downside with them is u have to pay to ship the board down to the us as they don't have a Canadian depot. msi does but I've never used one of there boards so idk how good or bad they are.
[OP]
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Dec 11, 2004
373 posts
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Toronto, ON
aaron158 wrote: have u spoke to someone named Robert tinsley he is the manger of there customer service dept if not try to email robert_tinsley@asus.com

also what are the 2 holes they highlighted with the red boxes what do they have to do with M.2 mounts they don't even line up with the m.2 slot?

if 385 is the best they can offer u over something so stupid. u might as well toss it out and buy a brand new x570 board from MSI or gigabtye and tell asus to go to hell.
I actually JUST got a call from Terry. He says he is looking into it as well as the pending BBB complaint I filed. I've never filed a BBB complaint in my life. I've had my share of failed products that I just toss and move on. But this has been the absolute worst experience.
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architect wrote: I actually JUST got a call from Terry. He says he is looking into it as well as the pending BBB complaint I filed. I've never filed a BBB complaint in my life. I've had my share of failed products that I just toss and move on. But this has been the absolute worst experience.
problem is when they install the screws at the factory there doing it with a screw gun witch puts them in way to tight on top of that they put lock tight on them. they should be screwing them in by hand and just snugging them down. i had the same thing happen on a laptop when i tired to take the screw out of a wifi card the screw was in so tight that it ripped the standoff off the board. on top of that the screws they use are jis not standard Phillips so although a Phillips screwdriver fits its not a perfect fit so if they tight the screw to much it makes its super easy to strip it if use a Phillips screwdriver.
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Jun 13, 2009
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I agree. Asus has gone down big time and is no longer producing at the same quality level across their lines. I hope they stop jerking you around.
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Apr 6, 2005
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whats a fancy M2 cover plate? Mine just snaps in and screw on thats it. Does it affect the functionality?
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Told people this like 50 times on this forum already:
Don't buy Asus!
For this exact issue. They are warranty scammers, no question. They've been doing this exact same scam for ages--check the intarwebs and you'll find countless stories. Basically didn't even have to read your post, the title told me exactly what they did.

I'm still not sure how they are endorsed by all the "influencer" type Youtubers :rolleyes: Probably just a pay-off/free products scheme for those guys to keep pushing/promoting Asus trash.
Last edited by ES_Revenge on May 21st, 2020 11:45 pm, edited 1 time in total.
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ES_Revenge wrote: Told people this like 50 times on this forum already:
Don't buy Asus!
For this exact issue. They are warranty scammers, no question. They've been doing this exact same scam for ages--check the intarwebs and you'll find countless stories. I'm still not sure how they are endorsed by all the "influencer" type Youtubers :rolleyes: Probably just a pay-off/free products scheme for those guys to keep pushing/promoting Asus trash.
probably cuz utubes don't have to deal with c/s like a standard user does they have a media contact who will pretty much hand them whatever they ask for on a golden platter. i've seen videos were YouTubers totally trashes the product well doing a video and company bends over backwards and overnights them new stuff.
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I hope you purchased this board for a deep discount. It's insanely overpriced just because it's a ROG Strix board.
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ES_Revenge wrote: Told people this like 50 times on this forum already:
Don't buy Asus!
For this exact issue. They are warranty scammers, no question. They've been doing this exact same scam for ages--check the intarwebs and you'll find countless stories. Basically didn't even have to read your post, the title told me exactly what they did.

I'm still not sure how they are endorsed by all the "influencer" type Youtubers :rolleyes: Probably just a pay-off/free products scheme for those guys to keep pushing/promoting Asus trash.
^ This is why I haven't purchased an ASUS board since 2008. Only Gigabyte and ASRock for me. Though MSI looks like they are becoming a promising contender. Reason being is that LGR has purchased 2 of them and he said he has had no issues with MSI branded boards, most recently he purchased a Threadripper MB, which seems to be quite impressive, so thats #3 for him, see how that goes. They have similar features to other brands and decent prices for "gaming grade" boards. The highend ASRock boards are pretty decent too, not a fan of their cheaper boards, the PCB is "too flexible" if you know what I mean.
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Wow, thank you for sharing OP...I used to be a "Asus-only" supporter for mobos but this was many moons ago when I put together my own systems (more than 7yrs ago).

I had a bad experience with an ASrock mobo rebate so haven't bought a ASrock or Asus mobo since.

So looks like Gigabyte is good..

Seems most manufacturers try to weasel out of warranty claims....must be a sign of the times....

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