ASUS Scammed Us | Asmongold Reacts to GamersNexus

by @GamersNexus • ASUS Scammed Us
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[@ItsOkayToEatPlaydo]

RIP ASUS, I’ll never buy another item from them and I’m pretty sure tens of thousands of other people feel the same now.

[@moresauce3000]

same here, glad i did not buy asus rog ally ... cause i wanted to. UFFFFFFFFF

[@TechnoMinarchistBall]

Yep

[@TechnoMinarchistBall]

They had to be dumb to think this wouldn't reach critical mass and cause irreparable PR damages

[@RadioactiveDinosaur]

Asus is cooked. Will never give them a dime.

[@TechnoMinarchistBall]

How did they think this wouldn't reach critical mass and cause irreparable PR damages

[@Flynn217something]

ASUS: pay us for the handheld or get er back in pieces. Actual mob tactics.

[@Javaris_Jamar]

say cuh lemme borrow a dolla

[@Detective_Jones]

next you gotta pick it up yourself because they won't mail you it!

[@Poxenium]

it would be a shame if something were to happen to your precious device

[@insaniam_convertunt_scientiam]

Send in the Punisher

[@tvuser1]

Sad cuz this I a legit thing when doing a long assemble process. For free diagnostics, if customers refuse fix. I will let them decide between a small reassemble fee, or returned disassembled.

[@Scruffytuba]

As a Repair Technician, I can confirm that some places absolutely want you to get quantitu over quality. They dont give a shit about the customer, just their numbers. I couldnt keep doing it so I found a place that prefers quality, and now I work on maybe 4 things a day. Being able to work on something for multiple hours makes sure that anything I repair is ACTUALLY repaired!

[@raghav1026]

The future: **Finds Fingerprint of Customer on Product** “User damage”

[@rustedemotions]

Dont even think breath on it!😂

[@Kalenz1234]

You removed it from the package? That voids the warranty!

[@momchil_v]

don`t give them ideas

[@Nopquar]

We live in a Cyberpunk world without the cool tech, but the shitty corporations

[@hunterxgirl]

We have GamersNexus fighting for the small guys

[@TechnoMinarchistBall]

Neuralinks are coming out so we getting the cool tech soon enough

[@apexanimo]

you and me, or top 1% of 1% of people, will use implants?​@@TechnoMinarchistBall

[@TheKnightyFox]

No, we live in Black Ops 3 world

[@billw.overbeck8913]

Outcome, train go boom ​@@TheKnightyFox

[@rose29huang]

I 'm from Taiwan, where ASUS is founded. "ASUS scam the customers" is not so surprised here, they already have bad reputations. I'm just shocked they done this globally 🤣

[@kyokusanagi9800]

A SUS company indeed

[@sweeleongng333]

No one report them? Are government know about this scam?

[@exiledwolfch]

​@@kyokusanagi9800 they should rename as AMOGUS

[@vuri3798]

Oh wow so they always were bad in Taiwan or was there a fairly "recent" turning point too ?

[@Bayofthe91st]

I used to remember news or terrible CS experiences like this only happened in MSI or Gigabyte.

[@GogOtHeCaT15]

It's more that some suit decided that the repair department has to turn in a profit instead of actually fix shit

[@dorotheo]

Sounds familiar (I work at an American company though 😂)

[@ITh4n4tosI]

I live in a state that has an Implied Warranty Law for everything you buy. My wife's galaxy after two years had the antenna short out, the manufacturer and cell phone retailer would not warranty it and kept saying it's the others problem. After like 6 weeks we just sent all the emails and phone calls time stamps to the Business bureau. A day later we got a call from the retailer and asked us what color phone do you want. The morale of this story is if you know you're in the right contact the business bureau. Most companies know when they are wrong and will not want to go to court of any kind because they know they will loose and spend more money then just repairing/replacing the defective item.

[@wompastompa3692]

Isn't implied warranty of merchantability nationwide?

[@ITh4n4tosI]

@@wompastompa3692 when I looked into it no. There was many states that did but not all

[@pierre40400]

Laughed very hard, then noticed the ASUS logo on my screen, proceeded to pet my screen very gently

[@kokocaptainqc]

might wanna shop for a new one BEFORE this one dies

[@danielschmaderer]

You pet the screen? That’s major damage and will cost $8000usd for repair.

[@emberphoenix2922]

Just take old yeller out back and put her down yourself. That way you know at least it was indeed customer induced lol I went from an Asus to a Dell 32" 4k 144hz that is honestly phenomenal and such better quality than the asus and cheaper too. Open boxed microcenter for the win

[@nicknevco215]

@@kokocaptainqc New ones can have cameras behind the screen they just wachn what you watch then kill it if not what you should

[@MR_N0VA]

@@danielschmaderer 8000 they aren't a charity that's a minimum 10k

[@Blackjax137]

I mean at this point, ASUS is begging for a class action lawsuit. Bury them.

[@Tubehauge]

I bought some Asus pc parts on a cashback promo, registered and everything. Never got the cashback,. such a scam company.

[@UberUpdater]

@@Tubehauge yeah I did too. Was supposed to get like 100€ back. After a few months I started wondering where my cashback was I did some reading on the terms of the cashback and if I remember correctly there was a line which basically said that if they haven't yet sent the money back yet and I haven't contacted support in a certain time period I would no longer get the money. So basically they where banking on me forgetting about the cashback so they wouldn't have to send it to me unless I contacted them about it :DD

[@VentusXtm]

I bet that what they're going to do is just update their ToS to cover their asses and avoid the class action, problem solved

[@talkingtakotaco8611]

​@@VentusXtm no you can't update your terms of service and apply it retroactively without having users accept the new terms of service.

[@Blackjax137]

@@VentusXtm Just to add that updating the terms of the warranty doesn't apply retroactively period. If you've taken out warranty, or had an issue where your warranty was void, prior to any updated terms... ASUS is s*** outta luck.

[@GarbageTierGaming]

Fun Fact: Starforge won't ask you to pay $200 to repair scratches & dings because they know that's probably how it arrived

[@BenGodot]

Is Starforge good?

[@JustAaronR]

@@BenGodotYeah, Pretty Good If You Get New Stuff From Them.

[@GlidingBoulder]

If I didn't build my PCs myself I'd get a Starforge, Linus, and Gamersnexus vetted them, shouldn't be hard to search for the vids. I like ASUS, and this video breaks my heart, I've built 6 PCs with ASUS as the core parts.

[@GarbageTierGaming]

@@GlidingBoulder GamersNexus is being deceptive. I couldn't tell you why they're doing this, but there exists some evidence & it's relatively compelling. Until you have reason to believe otherwise, I'd trust in your personal experience. I've never bought an ASUS product until recently, but so far, they're 2/2 --- no complaints from me.

[@GarbageTierGaming]

@@BenGodot Not that I have any personal experience with them, but they're relatively competently spec'd, although I'd be more inclined to favor AMD over Intel and make performance decisions over style. There have been some issues with their assembly in the reviews, but even if you do happen to get a system that has a flawed assembly, I'd say that you ARE getting quality, namebrand components.

[@KennieH]

Well i have worked with repair there is indeed a "preformence" chart one can say that effects what you can "repair" for a profit for the outsourced company doing the "repair". Hade also coworkers working for ASUS direcly... we can say ther is more to it then what the outside see has well. XD

[@Masterom2000x]

This is like the repairman that knifed the TV to avoid having to repair it.

[@Onb3k3nd3]

true

[@pyrotictiger9930]

This reminds me of early 2000s Alienware, where it would void warranty if the machine was overclocked.... and it came overclocked.

[@devinmattingly5998]

Just gotta un-overclock it before you send it in 😂

[@blahblahblah1787]

Reminds me of early 2000s Asus; they have always been trash. The motherboard I bought in like 2005 had to be RMA'd and I hated the process so much that I avoided them until like 2020. The motherboard I bought in 2020 died like 3 days outside of warranty expiration. Never again.

[@Stinkys8050]

Lolwut

[@sixsixten]

My Samsung Note phone battery was dead in only 1 year, I went to their CS and request to replace the battery... They called me a day later said that the motherboard was broken and they asked me to pay a price higher than the secondary price of that phone. I argued that I never ever opened that phone nor do anything harm. But because I need the data, I paid the cost... And something strange happened, they asked to keep the "broken motherboard" for themself... I was tired to argue and said yes... I believe they never changed the motherboard... And guess what... the battery was dead again in a month... I had enough and never looked back for anything from Korea, not only their phones!!! My brother was asking me about buying a new Hyundai car a month later, and I said NO! He listened and bought a Suzuki instead. That's what u got for scamming someone!!!

[@AnnoyingPenny]

Alienware these days are one of the best companies in terms of customer support and product quality

[@daviddavidson3639]

What most likely happening is that on receipt of an item through this process to repair, the initial techs have a flowchart of things to look at to kick out or keep in for the standard process. This process was probably created to streamline the sheer volume of product repair returns in a timely manner. Someone, probably on the chain of succession to yield better returns to the company, had the bright idea to get this flowchart altered just enough to kick out of the free repair process. This then triggers the automatic responses from non-reply email accounts and holding your product hostage that you already sunk a fuck ton of money into in hopes you do not press the issue further. Hell, they probably have a button to auto generate "Customer Induced Damage" on their work terminal.

[@gorrilaunit99]

*Never buy anything over $500 without a 5+ year warranty*

[@ML-yn9yu]

Facts!

[@Erowens98]

Length of warranty means nothing if they're just gonna wiggle out of it. Never purchase a product without a good warranty track record for the company. Ideally, an anonymous audit if possible.

[@michealrossiter148]

ASUS has started on support calls, telling users to update the UEFI/BIOS to fix known issues, then telling them "you just modified your product...no warranty for you!"

[@mramisuzuki6962]

Updating the bios isn’t a modification. Firmware can be reverted.

[@ishid_anfarded_king]

@@mramisuzuki6962 Asus the type of company to revoke your warranty because you reinstalled Windows

[@dainiusvysniauskas2049]

@@mramisuzuki6962 Tell that to Anus.

[@jsmith8147]

Google tried this with me told me to plug my phone into my laptop to see if the reason it wasn't charging was the outlet then told me I voided my warranty by plugging it into a non approved charging device. Eventually I got my device replaced but I had to fight and claw for it and it was a new phone too.

[@Astro_BS-AS]

​@@mramisuzuki6962May not be the case If it has eFuses. Apart from that, the comment points to another Asus fail in which the warranty for MBs could be denied IF THE FIRMWARE WAS UPDATED. As crazy as it sounds.... 46:04

[@zqwc]

You know whats funny. I bought a Blue Yeti microphone and after about 6 months of use the power connector was having major issues. I contacted Blue through their warranty RMA. They emailed me back within a week and said after reviewing my RMA request they would send me a replacement. They sent me a whole new product. A $100 mic and they were like "yeah just give him a new one, we messed up". THAT is called taking accountability.

[@mattandrews2594]

Most companies are smart enough to realise that covering a $100 new product is better than losing thousands in potential revenue from bad publicity.

[@zqwc]

@@mattandrews2594 To further your point, that $100 microphone replacement and pleasant customer service experience earned them a lifetime of praise and product recommendations from me.

[@ember-evergarden]

The real surprising thing here is how you paid $100 for a yeti mic when that mic hasn't been $100 for years now.

[@Sup3rman1c]

That's because Blue Yeti microphones actual production cost and quality is equivalent to a 20 dollar USB microphone from aliexpress, so pretty much postage is more expensive than than telling chinese labour slaves to make an extra one today.

[@georgepierre3594]

well, Blue is owned by logitech now. Logitech literally has the best warranty rma in the industry.

[@rumnraven]

I have an acquaintance who works at ASUS in the repairs department that handles these RMAs and yes, they not only have KPI's but they get wage bonuses if they exceed their quotas.

[@HaveAHeartAnimalSanctuary]

Reminds me of a garage that did that to me, towed the car but i felt repairs were too expensive so i had it brought back. when delivered the motor was disassembled and parts left in the car itself.

[@spit782]

Lmao the start "Pay 200 or we may not send the device in parts" this is like some sort of Cartel "Give us 2 million or we may or may not mail your son/daughter in a briefcase"

[@Fr00stee]

sounds like extortion

[@kokocaptainqc]

@@Fr00stee because it very clearly is

[@rep-vile]

it's just 200 pay it broke boy

[@GholaTleilaxu]

Never make deals with the Mafia.

[@filiussolis5368]

It's not only Asus. I worked for a licensed mobile repair company (Samsung, Apple, Huawei) and I stopped counting how many times my boss scolded me for being too "nice" with customers.

[@dale7326]

"customers" that the problem in its own..

[@ShareForFame]

Pretty much every revenue oriented workplace, i got scolded way to many times for telling the customer, that they can get a discount if they reach a specific order price, which would result in less money spent overall. My boss didnt care if the costumer returns or not, its all about the immediate profit. Needless to say hes bankrupt now

[@tonyb7615]

You were raising the bar for service expected from everyone else.

[@bullettime1116]

​@dale7326 not really, they literally are customers

[@thedesensitizedsympathizer5307]

That's something I never understood. What's the problem with acting nice to customers. Even NARCISSISTS and hardcore sociopaths pretend to act nice. It's manipulation 101!

[@MarkPalm-hl9se]

like 10,15 yrs ago i had a maxton hdd 60gb iirc. It broke after like 6 years and was out of the warranty. They said that its out of warranty but would replace it anyway since they care. They then got me a 80gb hdd which was not unsinificant back in the days. I liked that move alot.

[@_repentence]

Imagine if you send your car for flat tire, and they came back saying you need to replace the whole body panel because there is microscopic scratch on the skirt 😂😂

[@MrmaneHax]

I work in electronics manufacturing, and work on Debugging units from time to time. The idea that a company would fix a unit sent back for warranty, then send it back to the customer un-assembled, is fucking hilarious.

[@NappyRB]

I sent back my Xbox 360 and Xbox actually fixed my warranty issue then sent it back a week later and it worked like new asus is just a scam

[@kiritotheabridgedgod4178]

​@@NappyRBever since I made the mistake of getting an Asus tablet in the early 2010's, I have referred to them, and shall continue to refer to them as, Anus, especially because the S's in their logo on products, looks like a sideways N.

[@Species1571]

They would make great kidnappers. "Yes, we will send your daughter back to you, but she might be disassembled"

[@MrMegaDanila]

just please include the batteries

[@DougguoD]

😄👏🏽

[@StinkySundae]

Dismembered*

[@tomorrowisyesterday3215]

You forgot, her kidney have been replaced with bad one. While they keep perfectly healthy kidney

[@Colonelmj]

my first and only asus rog laptop started to open up - bottom panel started to physically open up because the tiny screws they decided to use were loosening because the very little thread they were screwed into was wearing out. this was after less than two years of usage. while under the warranty, i brought it back and was told they couldnt do anything for me even though it was a design flaw from their end. ended up no longer being able to bring the laptop outside anymore and used it as a shitty desktop. this was in 2016 and ive never bought an asus product since.

[@nymbus4555]

I work in a place that’s authorized to repair iPhones for Apple. And from that perspective if your front and back of your phone is cracked, I can’t just replace the front to make it function because when you split the phone, it will crack both. So if your screen was cracked, it would make sense that they would charge you for the joystick and the screen because it would crack in the process of the repair. But the Ally ROG that was sent in was only dented. There is literally no way that would damage upon opening.

[@tomhan]

"You done messed up , A-A-Sus"

[@ByteSizedGamer]

Thats a good one.

[@MoistAlt]

Underrated comment, this a reference to Kay & Peel right?

[@minhle-qd8qf]

A-Sus? Amogus 😳

[@jonathyngarcia2013]

Criminally underrated comment. You've earned my exhale laugh

[@topcat5233]

​@@MoistAlt I believe so, Moist-A-A-lt

[@rvgdustin1670]

Will share a Asus repair story from the Philippines. I worked as a sales-tech for a PC store for about 6 months. It started out as a Mom & Pop store but it grew to have branches through out the country. Anyways, we exchanged customer service horror stories. So I heard a Asus story from one of our senior managers. Customer buys Asus gaming Laptop with a bunch of freebies. Week later customer comes back Screen is black. Months later it came back "Fixed". When starting it up in store, the screen was still black. Months later it came back again "fixed", testing in store shows screen lights up and works, but the key board is bricked. Half a month later, Asus repair gave up and authorized replacement. The model was phased out months ago so the store can't replace it. Asus authorised trade up. The laptop customer chose was not in some promo so customer is required to return the freebies in order for Asus to release the trade up laptop. Customer agrees. Whoever that dude was had the patience of a saint.

[@CarlValiquette]

daaamm

[@adam.maqavoy]

Thats daily struggles I got w/o 78.9% Of all the Nations. *Repair shops* on PC. So *(Right to repair)* - When? However I digress.

[@ViddyOJames]

@@gamezonereactions8388 stop being an actual gibberish bot

[@smithynoir9980]

@@adam.maqavoy Is English your second language? That's the only excuse for writing the way you just did. That, or schizophrenia.

[@MiguelBalaraw]

I know of that shop. 😅

[@Gimpo925]

this is identical to when you take your car to the shop to get a tire rotation and they tell you that your radiator needs to be replaced before you can have your car back.

[@evan5294]

Took my laptop to a local tech repair store because the wireless adapter that was built-in had stopped working. The dude said it started working when he turned it on, ran a diagnostic, and didn't charge me a dime after he confirmed it was working.

[@AnonymousUser-ww6ns]

Yeah sometimes the WiFi card can be disabled in the UEFI. Usually it shouldn’t be the case but sometimes it happens. He most likely went into the UEFI and turned it on.

[@zeusengine]

"They [ASUS] just need to fix their customer service." Unfortunately, I believe their customer service is working exactly as intended.

[@meusana3681]

yeah...the entire business model is to "service" us from behind.

[@Stu98765]

Yup. Just like everything else lately, extract as much money as possible.

[@BaconJA64]

My first laptop was Asus. Used it for less than a year before it bricked and wouldn't turn on. Sent it in for a warranty claim. Asus comes back with an invoice for $500 claiming I wasn't covered. Okayyy, super sus but fuck you send my shit back. I never got shipping confirmation from them. Email chains for weeks. I finally call in and am told they lost my laptop. Not that they shipped it, provided tracking, and that it was lost in transit, but that they simply cannot find it to ship it to me. $1300 laptop stolen and lost because I refused to be extorted. Fuck Asus. Never again. Not a prebuilt nor a component.

[@AceOfAre]

Should've reported them to whoever regulated them.

[@Pr0x1m1f1c4710n]

I don't really understand. If that happened where I live, it would 100% result in a new laptop of a similar model, brand new.

[@dragons_red]

I think the subtext that everyone is missing here is not that they failed to replace the joystick that should be covered under warranty, it was there position that the dent constituted user damage and thus voided their responsibility to honor any warranty claim. Having said that it still bizarre that they didn't make this explicitly clear and also you would think they would have said something to the effect of we can replace the joystick but it will cost you x dollars as well.

[@Dewi-H]

The bit about KPIs and turning your work into a numbers game I can wholly relate to. I used to work for a software company in the support department. 1st line though my main thing was running through installation, configuration and usage of the software, so I was like a software trainer I guess with support on the side. The thing is, it was 100% based on how many tickets you resolved and not about how big an issue each one was, so the other 1st liners would close tickets after each response so if the client didn't respond it still looked good for them in the statistics. I however left tickets open because they weren't resolved, that way I knew that if they didn't respond then I needed to check in and make sure everything was back to running smoothly. This obviously left me looking bad when one of the support managers did a review thing with the whole department. But this is what I expect from support if I need it, otherwise I've got to call in again and again until it ACTUALLY gets fixed, which costs time and money for everyone involved. Another thing this led to was others ignoring tickets that came in close to finishing time and pushing hard tickets onto those who finished later, again making themselves look good and others look bad. An example would be the others creating a ticket if someone wanted their activation code resetting, which allowed them to reinstall the software. I'd instead have tickets that took days of troubleshooting and directly involved the guys in development to come have a look, and then waiting for a new version to be released with fixes. I can't just close that ticket because it isn't in any way solved. They could obviously open and close a lot more tickets than I could, thus I looked bad when the reviews came about.

[@kosmosyche]

Here's basically ASUS warranty in a nutshell: "Nice ROG Ally you have here, pal. It would be a shame if something happened to it." 😁

[@Philpot1992]

The whole reason for getting a steam deck for most people is valves amazing customer support. This doesnt surprise me when i see this stuff.

[@spencer5028]

Did they get groyped?

[@Philpot1992]

@spencer5028 honestly don't know what groyped means lol

[@Sireristof1332]

As long as Gabe is alive and the sole owner of Valve corp it probably won't change either. thats the difference between private and publicly traded companies

[@aaronbrodrik6764]

Have you tried contacting steam customer support? It's non existent.

[@petrusandersen198]

​@@Sireristof1332"Gabe did nothing and won"

[@benjaminnave8192]

One thing I have seen with any Device is air restriction If I where to design A case I would go with A mesh so air can come in from all direction's better cooling!

[@Shibaguy124]

The thing is charge like half the price for the repairs but when the device is arround 3k thats when the boundry had been crossed to far

[@hav0cfanat1c]

I am currently fighting with ASUS to fix a motherboard that I RECIEVED broken. They want me to pay for repairing it even though it is still covered by warranty. And when I told them that was not going to happen because it wasn't my fault, they just throw a different 'representative' at you who repeats the same drivel. Edit: They say that NO pin related issues are covered by warranty. What a joke of a company.

[@Bear_Ohm]

Maybe it’s because you misspelled “warranty.”

[@swizzamane8775]

Keep sending, catalog it all, take it to legal. In fact, showing them the evidence and just threatening (as they are) a lawsuit is fair game. It's time the public do their due diligence and commit 100%, instead of whining like bishbois doing actually nothing but complaining on the interwebs

[@ArtisChronicles]

I swear we're all gonna have to document everything and then threaten to take them to court when they decide not to play ball.

[@iricalexis7508]

just don't forget to keep record everything, your phone call, emails, invoice, everything

[@Skoshia]

email gamers nexus he is building a data base of cases

[@jroc3080]

I get all my news from Asmongold.

[@grothom8688]

scary

[@ryanetherton]

Same

[@lostsurferjames5]

L

[@Kingkongmental]

Great way to get only the vital news stories

[@harmonyfanboi]

as a fellow roach, i feel obliged to consume news only from Asmon

[@kerotomas1]

Honestly nowadays the only chance to claim warranty is through retail stores. Buying directly from manufacturer is a big no no. So much shit like this is happening regardless of which company.

[@seibrav]

My last two builds were Asus MBs. I don't think this will be the case going forward.

[@FNXTransmissions]

Guess people need to start taking 4K close-up photos from every angle of the product they are sending, together with a note that says "I have taken high resolution photos of the product and have confirmed there are no scratches and dinks. If you claim there is user damage on the product and tell me to pay extra, I will pursue legal action for attempted scam". and package it super-well so there's no possible way for it to be damaged on the way to the repairshop.

[@SansAppellation]

Just don't pry open the case and remove internal components like GN did. Or if you do, you should probably mention that on the form. Not, "joystick don't work good...derp...derp"

[@ReaperReef]

@@SansAppellation Apparently you didn't watch GN video. ASUS made it clear to send password or remove the SSD. Are the supposed to use transporter technology to remove it. derp derp

[@AceOfAre]

​@@SansAppellationReally? Blaming GN over the incompetence and horrible service of ASUS? The evidence is not enough? What an idiot.

[@edguix]

@@ReaperReefit doesn’t say remove SSD. there are ways to remove the data without removing the SSD.

[@ReaperReef]

@@edguix my bad, I could have sworn GN said that. Just looked at the paperwork and it says nothing of the sort.

[@Burt_Cokaine]

ASUS: "Your handheld sleeps with the fishes!"

[@Sviatoslav_The_Brave]

Ah, so that's what they meant when they mentioned the liquid damage 🤣

[@jarnom85]

Thing is, this is not the way Asus warranty works in Europe, only good experiences with EU Asus RMA. This is most likely how Asus warranty works in North America. But it might be that there is Legal guarantee in EU, burden of proof is on manufacturer or retailer that user handled the device in way that damaged it, just scratch in casing is not enough in EU for them to be able claim that device was handled improperly.

[@sjninja]

I think this is a company order to compensate for faulty equipment with good warranties. Its similar to insurance. They don't want to pay for something if the dont need to. So if they can flag it as not covered then warranty is out and its back to profit.

[@edmundtan8506]

Asus is using third party companies 100% confirmed

[@Info_Tech_IT]

They are, they're using a contractor to do there RMA, company's called ChemUSA or someshit like that.

[@VindictiveRaider]

It's probably based out of india

[@ivann7214]

Scam/India yeah makes sense

[@gamerps123]

​@@Info_Tech_ITThey are based in China need i say more

[@mrthewhite2620]

While true, it's misleading to suggest 3rd parties are the problem. The problem here is ASUS is incentivizing their 3rd party to do this. Likely they're paying the 3rd party of % of out of warranty repair fees or they're paying them to maintain a low % of in warranty repairs. When you sent bad targets for your 3rd party contractors, you're going to get bad behavior to meet those targets.

[@arghpee]

I said this on the Gamers Nexus video, but Valve's RMA process is a lot less stressful. They will send you 3 replacement units and repair your steam deck for free, no questions asked. They will give you a repair for free out of your warranty. This is why I bought a Steam Deck OLED over a ROG Ally. The company behind the Steam Deck actually cares about its customers.

[@Oldchannel654]

What an ad for steam deck. I am actually thinking about buying one now

[@ByteSizedGamer]

If i wanted a handheld PC id be getting a SteamDeck. They replaced my steam remote controller 4 times, once a week after warranty because of issues with the trackpad for the mouse.

[@dpng6573]

The Valve support is legendary. I bought a steam deck and the royal mail lost (stole) it. They no questions sent a second, it never arrived. So they again sent a third! The third unit arrived safely, and a month later a seriously battered box arrived containing the second one. They never even so much as questioned my support queries.

[@CarlValiquette]

i believe free repairs after waranty if the tech dont suspect client abuse i worked in a place like that there was free repairs if the tech tell the manager that its not the client fault

[@roqeyt3566]

The only time I've heard a bad thing about Valve handling steam deck RMA's, it was followed up immediately with a walk back. They honor the warranty and give excellent support. Remember the screaming fans? You could just get a whole new unit if you didn't like the pitch of the fan noise

[@lSimplySmilel]

Damn i love my laptop but if this is what there doing I'm gonna have to look elsewhere when its time for a new one, hopefully they turn things around before then.

[@koilerREC]

I feel like the problem is that Companies always trying to find loop holes for extra money drain. Like rats. The problem is that most of them get away with it. Customer protection is an issue since the middle ages.

[@tombes91]

Sounds familiar. Previous laptop was an ASUS laptop. Sent it in for repairs 2x. 2nd time it came back, it came back unrepaired + extra damage. Sued them, they gave in immediately.

[@iRandom_Thoughts]

good job man , I hope more people had the time and mindset to F up these scams

[@IronDruids]

You're scared having an asus monitor? I'm watching this on my asus laptop. This is a TERRIFYING video.

[@misshrm14]

My dude, I need to send my laptop in for repairs as the case in dented and it won’t close without pressing on my screen

[@Ardeleus]

​@@misshrm14Better not else itll come back with broken screen, snapped in half, spat on and slightly burnt unless you cough up $200

[@misshrm14]

@@Ardeleus frfr 😭 it’ll be more the 200 for sure as well!

[@theyoungmessiah420]

@@misshrm14 😭😭😭😭 I will keep you in my thoughts.

[@JBBrickman]

I had a super similar experience with ASUS repair for my ASUS laptop, they used all these same bs excuses to hike up the repair price and threaten to send it back in pieces. It ended up being cheaper to get a new more powerful laptop, but unfortunately it's also ASUS, if I knew this hadn't been just a one off thing with my computer and that they were actually this malicious, I would have gone for a different brand the second time... RIP

[@CC39]

This is common among all electronics when the manufacturers subcontracted to 3rd party repairers: they tend to exaggerate (or even lied) the problems in warranty claims and tried to con money from the owners. I have similar experience with my folding phones with Samsung customer services when they demand me to pay $400 USD to replace the whole main board when there were dead pixels. I urged to lodge a complaint to consumer tribunal, they approved all the repairs without any charge. The most scary point is, their KPIs are measured monetary...

[@shinobi1975]

That's probably an employee doing it's negotiation magic 😂

[@jlv4211]

As someone who’s still trying to decide between a Steam Deck or Asus ROG Ally, this just made the choice much easier

[@arteni2206]

Nah. I still pick Ally. Imagine i have to play at 720p lol

[@texhnlyze6892]

⁠@@arteni2206you dont need anything above 720p with a screen that small.

[@halfaddict]

Deck is fine..i had rto send in for a warranty job and it was barely gone a week.

[@tiestofalljays]

If you’re buying a device like this to be your primary device, you’re losing no matter what product you decide on lmfao.

[@sloesty]

Legion go?

[@BoxiesAU]

Surely these companies are learning you cannot get away with this. As my army LT said 'trust goes in with a teaspoon, and out with a shovel'

[@chilltunes8926]

Wish I could like that last statement more than once

[@romank90]

Nobody will remember in a year

[@NetGhost420]

Was it LT Dan?

[@np153Garlix]

They can absolutely get away with it. People will just continue to throw money at them.

[@kukuc96]

I heard that saying in the form of "You earn trust by the droplet and lose it by the bucketful".

[@averagemobileplayergfs7383]

Thankfully, I purchased the OLED Steam Deck over the Ally! I was considering purchasing an Ally over the SD, but I settled with a SD instead. Thank goodness, I chose the SD! No regrets since day-1 of getting my hands on my SD.

[@Schyz]

"If you give people tools that turn their job into a game don't be surprised whenever they stop doing their job and start playing the game", that was an amazing quote.

[@ZACRiFiCE_]

I own an OG Steam Deck, had JUST finished doing a case swap to the clear shell when that came out.. a week before the OLED SD was released. Since then, I've been really considering a Rog Ally as my next upgrade. I will no longer consider Asus for any product in the future, ever.

[@Bapiiyu]

Nexus's video reminded me to get the oled's hall effect sticks that came out recently so that'll be nice to have in my steam deck. I had the OG launch steam deck and sold it to pay towards my now OLED steam deck I have not and will never consider any asus device as something I'll get.

[@trapstar2012]

NGL had my ally for a few months now, I love it and haven't had issues. But I understand that aint the case for everyone. (Own a OLED too for context)

[@nathanjuan6042]

​@@trapstar2012Me too I've had my Ally for 6 months now and never had an issue.

[@ZACRiFiCE_]

@@nathanjuan6042 Of course there's going to be a really vocal, negative review minority here. It's the same as Reddit, FB, etc. I would just rather not chance it at this point. Inflation is wild, we all deal with plenty of other PC parts, consoles, phones, RGB lights, Smart home integrations, whatever.. that just DON'T meet our expectations in one way or another. Asus is kind of problematic across the board, with GPU, mobo, the Ally, it's just exhausting.

[@nathanjuan6042]

@@ZACRiFiCE_ Just buy what you want the end of the day its your money if you think your satisfied with the deck then stick with it. I'm just saying based on my experience of owning Ally. My brother in law bought ally as well and we both never experience any problems. Honestly I don't know why you need to upgrade if you already have a deck. Is it because your not satisfied with it?

[@FujiLivz]

The repair language reads like loot boxes "All [lootboxes] are non refundable and may or may not contain the [legendary] advertised on the page".

[@anonymous92126]

I had this kind of a thing happen with my old laptop. It didn't power on anymore suddenly so I sent it in for a warranty repair. Got asked to pay 750€ for a broken motherboard because of "user error" and that was the only explanation given. The other option was to just pay for the return of the laptop, but they won't repair it, so that's what I did. My mom (who is not at all tech savvy and doesn't understand anything about computers in general) opened up the back, vacuumed some dust out and it turned on just fine after that, nothing was actually broken. Worked fine for another 6 years, before old age slowed it down to the point of it becoming unusable lol.

[@Erowens98]

Never assume incompetence when malice fits far better.

[@ekder782]

I live in Taiwan and work in Tech. Most of the people I know that are in my circle don't buy Asus. Their products have rad design but the quality of the sourced parts and warranty/repair support leaves a lot to be desired. The sourced parts comment came from an acquaintance that used to work for Asus. Tech related forums in TW also has quite a few complaints regarding Asus repair and warranty to the point they coined the term "You'll unlock Zhao Yun's mission sooner or later". A jab at Asus' support quality where they send items with issues for repair multiple times without it ever getting fixed. It's a reference to the Three Kingdoms (Think Dynasty Warriors) general Zhao Yun where he had to charge back into the enemy formations a total of 7 times to save some important people.

[@tsung-hanlin6150]

What brand do recommend then?

[@hakimizabidi5265]

@@tsung-hanlin6150 Yeah, lemme know too

[@dabkevinhere5422]

That joke is way too long and has such a deep history it would never work here. But I love it

[@shugacookie45]

If you prefer not to recommend alternatives can you please advise others to stay away from

[@xmanreturn]

hahha 赵云 ref, nice

[@Odreaded]

Soon videos like this won’t be allowed. The internet is the best place to highlight this and they are gonna make some b.s like no more downvotes. They already tried it with “negative reviews hurt companies” but this is the best place to air this out

[@flankman9385]

These will be the “good old days” soon.

[@kokocaptainqc]

its as if they all want to leave no other options in the end than for everyone to go see them in person with very bad intentions

[@NightmareRex6]

dosent have to be that way, theres deep web if it gose raelly south, theres bit chute theres oddysee but peaople are victems of confort and dont want to deal with the less supported but free sites, but we delt with youtube when it was WORSE than oddysee or bitchute.

[@jinjinjinrou]

Regarding the customer support topic, as someone who works in one, it is so true. The company breathes on your neck for metrics and numbers and daily quota that you just want to be done with the ticket rather than actually take the time to solve the customer's issue.

[@untemi0]

20:19 This is so true, especially in software development where most managers just think that more code is better, which leads to bad performance, buggy code, and unnecessary code. Adobe managers LOVES this.

[@gamer597-rx7rc]

The fact this device doesn't have replacable analog sticks is wild.

[@johnlinks]

What controller does that's user replaceable?

[@oak8194]

@@johnlinks I've only ever replaced the Switch's Joy Cons' analog sticks myself, which is not exactly user-friendly due to small parts (seriously, I hate the tiny screws so much! XD) but it's doable and lots of people do the replacement themselves. I don't have a Steam Deck but I've looked up analog replacement guide for my friend who wanted to fix the drift and replace it with a hall effect one, and according to the guide, it's pretty doable, too.

[@Davidforprofit]

Lego?​@@johnlinks

[@gamer597-rx7rc]

@@johnlinks dualsense edge.

[@Jrome4life]

The steam deck

[@leBoldman]

New Helldivers Objective: Boycot Asus

[@Jacob-wt9cu]

I recently purchased an MSI CPU and GPU and both arrived DOA. The RMA process was fine, but still had to pay over $40 for shipping.

[@rollipeikkors]

I once sent an electrical grill that had stopped working after 20 seconds of being on to RMA, they said the issue was that it was dirty, they cleaned it a bit, sent it back, and lo and behold, it still didnt work

[@Keeki95]

At least your broken grill is clean now.

[@davyspark3435]

This is literally illegal. The magnuson-moss warranty act would side with the customer every time and give them lawyers fees. The problem is it's a US federal law, which means you can't go to small claims court, you have to go to real court. The US court system is full enough as it is. If you bring a case into court that is worth less than 10k you will just piss off the judge.

[@blackflag66]

and this is why class action exists.

[@AnonymousUser-ww6ns]

Being people together to make it worth more than 10k. That’s seems genius

[@O.Badluck]

I work as a cable tech, and I can say that the score cards we have rewards those who just play the system and fix nothing. had one guy cause an outage for 3 towns and have a perfect score card. and another guy who replaced everything and rewired whole houses have a shity score card, shafting him out of his bonus (he quit).

[@HammytheSammy-ds2em]

Anyone who’s ever worked in the tech world knows those who meet metrics are always the worst to the bottom line. I used to do that work and I had a boss upset I never met metrics but customers loved me because when I fixed it, they knew what broke, and the issue wasn’t coming back at least for some time. He put me on a performance improvement so I started playing the game and looking for a new job. When I found a new one, he asked how I improved my numbers so much. He was disgusted that I had been writing off tons of parts to keep off the books, refusing to open tickets on purpose, and about 3 out of 4 things I said to him were lies. He went on to search through everyone’s stock, cracked down on not opening tickets, and monitored everyone like a hawk. His numbers plummeted over the year so they fired him, lol.

[@ArkticDark]

The both of you sound like chronic liars and are making up stories that never happened to make yourself feel better on the Internet, or you are so deep into self deception that you actually got yourself to believe what you have said.

[@HammytheSammy-ds2em]

@@ArkticDark Good thing I don’t care about that opinion. Guess I’m just going to go on living in my delusion that KPI metrics are made by bean counters and technicians just lie to make up the difference.

[@O.Badluck]

@@ArkticDark lol I never said I was perfect or i had a bad score card. you just sound butthurt cause a tech charged you for a trouble call.

[@ArkticDark]

@@O.Badluck nah I sound like a tech that knows what he is talking about and have been around bad techs that lie to make themselves feel better. When a man is telling you a story like the one you are telling, they never tell you the truth and make themselves look like the good guy or the hero of the victim, they never tell you about the integrity check they failed and why they actually deserve to be in trouble or whatever it might be. Whether you can sweet talk a customer into giving you a good survey is different from doing the job right to the point that you don't get repeats on your jobs very often. Maybe you didn't want to go up that pole that day and made some justification for yourself, but somebody else had to go behind you to replace that drop and I bet their repeat rate is in the high 90% consistently. Or you didn't get your raise or bonus because you got caught being unsafe and got written up so you weren't eligible for that raise at that time. Or maybe you are known for having a bad attitude and they don't accept your applications into leadership? I have seen these dudes, I have worked around these types of dudes and you sound like them.

[@Keeki95]

I must be lucky. I had to do an RMA a couple years ago for a motherboard with a faulty expansion slot for my graphics card. Explained the troubleshooting I did, got a new one, only had to pay shipping, no issues.

[@NemoN0body]

22:00 this immediately made me think of starfield and how it seems to be driven by a performance metric where "time played" is the only thing that mattered, so they filled the game with copy pasted content to pad the time played.

[@TheAnthonyr32]

I won't be buying ASUS products ever again. It's disappointing to see a company we once trusted go down this path.

[@zzygyy]

Happy hunting an alternative company.

[@smitty0]

@@zzygyy Wont be hard lol

[@sarge2115]

@@zzygyy Lenovo. Easy alternative

[@vinvinvichii]

You have to give them a chance to fix it. If they pivot and fix it and do a better job, they can be redeemed. There is a chance, they don’t know it’s this bad. But if they keep this shit up. 👎

[@ScrayaZ]

@@zzygyy there is atleast 1 alternative for literally every product they sell, lol. do you think they have a monopoly or something ? people like you are the reason why asus gets away with this

[@n3k0lein]

Meanwhile it took me 1 email to get my EVGA card replaced back in 2016 for coil whine. Free of charge, within a week. Sad that they're gone.

[@breakupgoogle]

Rip evga

[@dardanm3544]

Lol that’s probably why they went out of business

[@breakupgoogle]

@@dardanm3544 not even close you clearly don't know anything about the situation that was very well covered by tech jesus. educate yourself.

[@toneh154]

My Astro headset broke (early 2023), I thought that I'd be in for a struggle presuming they'd claim it was through mistreatment or whatever... I sent an email with an attached a photo; they asked for the serial numbers and a copy of the receipt, I sent what they asked for; They then asked for my address, I sent them my address and the following day I had a new headset arrive. Less than 72hrs from the first email to the knock on my door.

[@RedMage117]

​@@dardanm3544Just out of the video card business. Mostly due to Nvidia strong arming them and other 3rd party board makers. Nothing to do with returns

[@AC3handle]

THIS is yet ANOTHER reason why I miss EVGA making video cards and motherboards. Their customer service, even to this day, is legendary.

[@Chris-zd8cs]

I work in a completely different field, but I completely relate to KPIs enforced by uninformed management to maximize profit at the expense of quality.

[@empiricalpurity]

KPIs are an interesting problem. Because KPIs are designed to resolve the problem of negligent and incompetent employees. However, as Asmondgold stated, the introduction of KPIs turns the job into a game where employees are incentivised to get a high score. This ultimately increases the performance of the bad employees but it also decreases the performance of the good employees. Most businesses understand and accept this phenomenon as it results in an improvement in their worse possible outcome at the expense of their best possible outcome.

[@dojelnotmyrealname4018]

And that's why we remember Goodhart's Law: "Any measure that becomes a target ceases to be a good measure"

[@nicknevco215]

My other job did not believe I had these at the low end IT job

[@Bazonkaz]

Very interesting insight thank you for sharing

[@Korksbebig]

Companies really do be pushing it harder these days in trying to kick the consumer down to their knees.

[@tonyb7615]

Well when the youngest gen gets anxiety from receiving a phone call, all the companies know they can get away with more than ever.

[@klingkzxc]

Totally agreed, most of the company or customer services company here in my country requires Quantity over Quality. And yep, they don't care if you fixed it or resolved they're problem. They only care about your metrics/KPI.

[@juanjq71]

getting the store extended warranty is way better then the manufacture warranty

[@masterchief3598]

HP did the same shit to me. I sent my laptop on because it kept freezing and saying "boot device not found please install an operating system on your hard disk". HP not only DIDN'T diagnose why it was doing that, they sent me two pictured of issues they "found" and asked for like $500 to fix them. Both issues had nothing to do with the problem I was having mind you. They even went as far as NOT telling me my computer had even arrived at their repair center until my warrenty expired, bunch of crooks.

[@Muskers92]

HP laptops are garbage

[@ToolofSociety]

Even fast food chains have audits called "secret/mystery shoppers". I used to work for a company as an "independent contractor" that specialized in those kinds of audits. I secret shopped anything from best buy to a local car dealership.

[@Niffumable]

That's totally rad. How do I find a job like this, hahaha

[@IXArcanine]

I'm a HVAC service tech. Every August I have to do a total inventory of my work van for the audit that the company pays for. So yes you are correct that big companies pay for audits to make sure everything is right.

[@jacobrudniski3927]

I used to work at a computer store 6 years ago, and they used to the exact same thing even then. I've never purchased an Asus product since then.

[@Thugblader92]

I had a summer job during high school where I was a 'support' technician. All I did was ask one question; "Did you turn it on and off again?" If they answered no, guide them to do so - 90% of problems are fixed. The last 10% were the techy masters trying to speak about motherboard chipset problems, where I diverted the call to actual technicians. In short, I was a living filter for tech issues for a summer. It was pretty interesting for a week, then it got ridiculously repetetive.

[@Thugblader92]

Summer after that I worked at a car repair shop where I was the guy checking for typical faults and asking the customers if they want them fixed together. For example, guy comes in with broken headlights. I then check oils, filters, piping and electronics as the boss man chats with the customer and chime in with a; "Want to fix X/Y/Z while we're at it? It's a cheap fix and won't take much longer." - This shit takes absolutely a lot longer, terribly expensive, yet over 80% answered 'Sure, sounds good'. Boss man always gave a subtle thumbs up whenever the scheme succeded, lol

[@MrSanctuarys]

Yup, send them tickets up my boy

[@fragdq]

dont ever buy ASUS stuff, I learned my lesson like 20 years ago already.

[@habama1077]

I agree, however, what the hell can you buy these days? Gigabyte? MSI? They all had big scandals fairly recently.

[@spencer5028]

Still better than acer

[@toxicgood9687]

Evga oh wait, big sadness here ​@@habama1077

[@twitchmania7614]

@@habama1077EVGA is probably the most trusted computer company, they stopped making GPUs though.

[@jinwood]

Their products are overrated and overpriced. Not worth the premium they're charging for.

[@B16B0SS]

FYI - I had a similarly poor experience with Hisense but for a television. RMA took a lot of back and forth and it resulted in me just repairing the TV myself after purchasing the part I needed on ebay for 40 bucks ... it was less hassle and less cost as they wanted me to drive 400km total to get the tv in for repair. That would have been 40 bucks in gas itself

[@williamyoung9401]

ASUS sounds like an automotive garage..."Oh, you came in for an oil change? You need four (4) new tires, too...and a new transmission..."

[@SwervingRain]

happy to see this because i was on the fence between the ROG Ally and the Steam Deck. ill be going with the steam deck lmao

[@nofox777]

I have both, the asus is stronger but it isn’t ready. It’s too annoying to navigate, hopefully their next device will address those issues .

[@technonecroplays]

The worst part about this is that the technician and all the people that sent the emails to GN will be the people to get fired, before Asus will even take a look at their systematic issues. I work in customer service and anytime there is a problem, the person that did the mistake gets axed first regardless of whether the system directly or indirectly led to the mistake.

[@gearoidoconnell5729]

Wait they going to fire the CEO 😂.

[@ladyj.9350]

Currently have an asus gaming laptop, the fan/cooling unit went almost immediately and has made noise like a motorcycle since. I save everything important externally and everything else functions so I’m just using it til it explodes or something. I think I’ll get a different brand of pc next time though

[@BallisticStigmata]

I have a friend who is a massive ASUS fanboy. I've owned so many gaming laptops over the years (I work and travel often). The ONLY laptop I ever had an issue with was an ASUS TUF 15" laptop. Thing overheated like a wood oven, even when lifted. I had to risk putting liquid metal on it, and even then it still ran at 99C. Maybe a "one-off" but at $1800 for a mid laptop, one is enough for me.

[@alt666]

And this is why i was telling people to buy the steam deck. Everybody was yelling about this being a better handheld, having a better screen, etc but now look at what everyone owning one has to deal with lmfao.

[@sycoraz]

Lol... yet my ally has been perfect since launch. Calm down

[@sloesty]

​@@sycorazliterally. .5% of people run into issues, and of those, a fraction runs into the issue in this video. Is it shitty? Yeah. Is it the norm? From what i can tell, nah. My ally has been outstanding for 10 months now

[@alt666]

@@sycoraz Good for you. Make sure you let us know when it gives you issues and asus asks for hundreds of dollars to fix stuff that isn't broken.

[@JustAS1nk]

@@sycoraz ah the sunken cost fallacy is in effect here. Everyone look at the people who put money in and can’t accept they made a mistake 🫵😂

[@Auraniwastaken]

​@@sloestyAh right, the good ol' "if it doesn't happen to me it's a non issue"

[@zanmaru139]

I had an EVGA Gtx 970 go bad. They replaced it with a 1060 (6gb model), a slight upgrade and earned a lifelong customer.

[@tiestofalljays]

EVGA’s Customer Service was top tier. EVGA and Noctua.

[@banhammer3904]

One of the best PC builds I put together had an EVGA SLI motherboard. If I recall, I had to RMA to NewEgg back before they were getting into the habit of screwing customers for some defect and got back a working board. I also enjoyed the AMD Gigabyte mobo I had before that even though the Conroe chipped EVA ran circles around it.

[@Jaxv3r]

Now unfortunately EVGA is no more since they stopped making graphics cards, now they're just E

[@stenspeed1]

I had problems wiht 3060 ti evga , and i got 4060 ti ,

[@dragonfalcon8474]

Holy moly, 1970's $45k PC. Can't even imagine how much money they must have been making.

[@chrisrose_krii_lun_aus]

In just my experience im not dure about others. Any time ive had any trouble out of anything MSI their customer service was great. Ive had to send a couple of the hiher end motherboards in. All DDR4 stuff and even the one thst eas out of warranty they couldn't fix they send a new one just like it and my old one back. No charge not even for shipping if you talk to them and are nice it goes a long way. They usually make you pay to send stuff back and ive had to before but i started being nicer thsn normal and just mentioned that i shouldnt have to pay for shipping when i fid when i bought straight from them new. So i actually ended up getting them to send me shipping labels for a few things ive sent back. I now use MSI on just about everything on my OC or any i build for other people.