ASUS Says We're 'Confused'

ASUS responded -- again -- to our coverage. The last time they did this was the same day last year, but for motherboards. This time, ASUS has responded about its warranty process in general. Unfortunately, the company has, we think, misrepresented the timeline and accused its customers of being "confused" in a tonedeaf response. Rather than just post the improvement plan, the company had to take shots at its own customers in the process. This video marks a change for our coverage of ASUS: We are now seeking to provide deeper consumer purchasing advice, such as discussion of legal rights as consumers, and begin detailing policies that protect consumers. In this episode, we're joined by attorney Vincent Agosta to talk about the legal side of warranty coverage. In the next episode in this series, we'll be speaking with Nathan Proctor of PIRG Right to Repair on recommendation of Louis Rossmann to talk in great depth about how consumers can protect themselves. That'll include right to repair discussion as well, which is an adjacent topic.

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This whole thing started with an ASUS ROG Ally warranty for the defective joystick ("drift") issue and the microSD card slot. With the Ally X on the horizon, it is painful to learn of ASUS' treatment of its customers.

TIMESTAMPS

00:00 - ASUS' Bad Response
02:50 - The Full ASUS Statement
08:08 - Who To Trust?
13:17 - Legal Discussion: ASUS' Statement
17:17 - Damages & Fraud
22:20 - Wrongful Shipping Cost & Magic TG Reference
26:00 - Magnuson-Moss Warranty Act Explained
32:05 - What Can Consumers Even Do?

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Steve Burke: Host, Editing
Vitalii Makhnovets: Camera, Editing
Vincent Agosta: Guest, Attorney Correspondent

[AscalonFI]

Good to know the "For those who dare" was not a slogan, it was a threat

[Plowzan]

"This is a scam and not a repair service. Sorry for the confusion, customer."

[RepsUp]

"we're confused that you're confused because we got caught trying to scam you* - ASUS

[tkc]

They were not "offering you" optional cosmetic repairs, they were demanding it and holding your product hostage.

[SGz_Eliminated]

The fact they said pay us almost 200 dollars or we'll send it back in pieces not repaired and then had the audacity to say you were confused is astonishing

[Man-of-Steel]

>Spit in the face of customers
>Apologizes like a teenager

Is this the new industry standard?

[Leoine]

R.O.G out here standing for Republic of Gaslighting

[omicronmega]

I am glad this is actually making headlines. I purchased an Ally from their website, and decided to cancel the order. They then proceeded to tell me that I have already received it and will need to do an RMA (it's new still in the sealed box) when the Ally was received by them, they then told me it was damaged, and they could not refund. Still waiting for the Ally back after 3 months with no response from them.

[bierrollerful]

"Give us $200 dollars or your device gets it."
(later) "Well, your honor, there clearly must have been some confusion."

[KieranHelix]

"Pay us $200 to repair a micrometer-long scratch or you'll get your device back in pieces."

We understood you, ASUS. That's a full sentence. There is nothing confusing.

[mauriciojunior]

I'm glad this channel exists. My next build won't have a single piece from ASUS.

[supershadic]

ASUS really pulled a “We’re sorry you feel that way”.

[frankb]

"Sorry it was confusing, we'll make it more clear that we're going to screw you over"

[JurgMudveins]

This most recent era of GN is really stepping up their consumer advocacy and I can't give them enough props for doing so.

[MarioGoatse]

15:31 God I love the juxtaposition of you two here. One very professional looking lawyer, and one metal looking caveman. Both speaking about warranty law and demonstrating rights and protections, in order to advocate for consumers. Humanity is awesome

[glensimpson]

This is a clear message from ASUS. Stop buying their products if you don't want to have any issues with their warranty service.

[bartlesi]

Goodbye, Asus.
Never buying from you again...

[AlastorYT]

They straight up damaged my CPU socket sending me a photo of the damage in an email after I sent my motherboard in due to a line capacitors on the underside of the PCB that failed and burnt the board. They also quoted me for $136 to fix the socket stating it is CID(Customer Induced Damage) with no mention of the failed capacitors. When I caught them in their lie with my own photos showing no damage to the socket at the request of the representative that originally initiated the RMA claim I was told my issue is being forwarded to their legal and back-end team. My motherboard is currently being held hostage by Asus during this process and still getting automated reminders to pay them for a repair that won't fix the original problem.

[Drakonniz]

I was ordered to send in an Asus X570 Hero Wifi board by Asus. The problem I had was the software for the equalizer called "Sonic Studio". However, Asus INSISTED my audio chip was bad. So, to appease them, I sent in the board for repair, and I got an email back telling me that I had damaged my motherboard with water. And they included images of a board that was not mine.

I had to threaten to sue them to get my board back, as they tried charging me the full price of the board and holding my original board hostage. I have the original emails, and photos, if you are interested.

[georgejones]

This seems to be the new corporate tactic across several industries.
> Insult and blame the customer
> Double down