ASUS returns with some surprises for customers.
ASUS returns with some surprises for customers.
Hello, I tried to initiate a return or replacement request for my ASUS AM4 TUF Gaming X570-Plus (Wi-Fi) because it wouldn’t power on. When the system was powered up, nothing would illuminate. The power supply, CPU, and RAM were installed on a different motherboard, which led me to submit the RMA on June 7, 2023, and ship it on June 9, 2023. The situation is frustrating since I’m required to pay shipping costs for a product that no longer functions, which feels like an unrelated issue. My warranty claim was rejected based on the first photo you shared. It seems unreasonable to deny a full motherboard failure due to minor scratches at the end of the PCIE slot, as shown in the second image. In addition to the warranty denial, they offered a bill for a repair quoted at $314.58 USD. Do you know why such a high amount would apply if a new unit costs $210 on Newegg? The extra charge appears to include labor and shipping fees for a 50% increase of my own product, unrelated to the actual problem with the motherboard. Any advice or details would be greatly appreciated!
they understand you won’t push hard or make noise about it. You don’t have a big online audience, so you won’t draw much attention. You’ll either stay quiet and move forward, or invest in a new board. This is the typical approach they take with 99% of their customers—unless you pressure them, they’ll ignore you and look for anything to sidestep. These companies operate that way, so it’s up to you whether you keep working with them. That’s why RMA and warranty claims don’t matter much to Gigabyte or ASUS. They’ll refuse service on the board, even though surface scratches here aren’t too deep. If they really dug in, they’d deny it as user error, not a product flaw. From a cost perspective, fixing such issues can be expensive in labor and time, and most likely they prefer replacing the board entirely rather than trying to salvage it.
Given Gigabyte's handling of the suspected GPU issue, Asus is likely to follow the same approach. It would be more effective to take it to a nearby computer store for evaluation. At your present situation, there aren't many options because you can't demonstrate that the scratch wasn't the reason for any POST problems.
I don’t have a nearby store close to the board-level repair, so I’d have to send it elsewhere. I assumed ASUS would work, but that turned out to be wrong.
I believe even with some connection, people tend to avoid doing much. I assumed that was the problem Jay was facing.
Jay faced problems with their QC team because they often received faulty mobos. When GamersNexus criticized them, everyone panicked for a while, but things returned to normal afterward.
In my country this might be against the law, possibly similar in your nation as well. Scratches can remove evidence and if they contributed to the issue, it's due to user error and lack of warranty coverage. Do you have a consumer protection authority or similar support in your country? You should use your legal rights and protections. Attempting this won't meet their expectations. The motivation behind this is profit.
I treat purchases like they don’t come with any guarantees. The WiFi and washing machine I bought both have a 10-year warranty, but when the lid lock sensor got stuck, my machine wouldn’t start or drain. Even though the warranty exists, I still had to pay $100 for a service call just to replace the part. Eventually, I fixed it myself with a screwdriver, cleaned the switch sensor, and put it back in place. Now I mostly buy used computer parts because I realize the warranty isn’t worth the trouble.