The ASUS Problem & Resolution: Buying Media, Warranties, & Improvements

ASUS has responded to our prior concerns regarding its warranty. Finally, after a mixture of extended silence and conflict, the company has reworked its position to be more reasonable toward the consumer. In this video, we talk about ASUS' response to the Ryzen 7000 CPU VSOC problems, its commentary on purchasing 'positive reviews,' and we also bring an attorney on the show to provide legal insight and perspective to the situation.



Nothing in this video constitutes nor should constitute legal advice. This video is not a substitute for seeking your own representation or legal counsel for matters of law.

TIMESTAMPS

00:00 - The ASUS Problem & Response
02:20 - Buying Positive Reviews
08:17 - ASUS Responds to Linus Media Group
11:50 - ASUS Fixes the Problem - Finally
17:50 - Attorney Interview on Consumer Rights
22:21 - "Boilerplate" Isn't Harmless
24:19 - Fairweather Friend Problem
24:52 - Why Did ASUS Do This?
25:44 - Class Action Deterrant
26:48 - ASUS Has All the Power
29:50 - Why Would ASUS Hesitate to Do Better?
31:07 - Does This Reverse Voided Warranties?
32:50 - Admission of Fault
34:20 - What Should Consumers Know?
37:35 - Concluding Thoughts

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Host, Writing, Editing: Steve Burke
Video: Vitalii Makhnovets
Guest: Vincent J. Agosta, Agosta Law

[GamersNexus]

To reiterate, then: We are glad to see ASUS going the right direction with its policies, despite the effort it took to get them there; however, we remain concerned and watchful of the company culture.

[knockedgoose]

Bringing a lawyer onto the show to discuss consumer protection laws is another reason why Steve and GN are the best lmao

[Xeno]

GN should start publishing these 'brand PR disaster' videos as case studies to Universities teaching Media and PR management.
There are now so many varied case studies ranging from very positive outcomes to doubling down till rock bottom.

[mhanley]

The value of the information in this channel is insane. I've been an Asus customer for over a decade (mobo's, GPU's, Routers, Monitors, etc) and seeing the chicanery being laid out in plain view is sobering to say the least. Thank you Steve and GN for this honest reporting, the PC world is better because people like you stand up for the enthusiasts that don't have a loud enough voice to shout the changes they want to see with the brands they thought they could trust.

[erictayet]

My wife's PC died while playing Diablo IV Beta. I did some troubleshooting and narrowed the problem down to Mobo/CPU/RAM. I strongly suspect the mobo because the CPU looks fine. The mobo is a Gigabyte X570SI Pro so I contacted the Gigabyte distributor in Singapore. Support told me to go down to their office to check and I popped by the next day.

After checking, the technician confirmed the mobo was faulty. He loaned a B550 board to me and I installed the CPU & RAM to confirm everything is working. The faulty board will be sent to Taiwan for repairs because this board is EOL. I paid a decent price for the mobo so I was very happy with the service. :)

[phjac]

The lawyer segment was awesome, actually understood these things for once.

[GENKI_INU]

6:41 Imagine spending $5000 on plane tickets and accomodations, then being able to just walk away when new terms arise in-person that are designed to hold you hostage. Steve and his team are absolute chads.

[MrReese]

Mr. Agosta going through the warranty pages of ASUS made my day. What a pile of poop those companies produce in trying to not live up to their duties is insane. Would love to see Mr. Agosta return for more of these, it was really great to have an expert of such a field talk about this.

[ivanv]

This right here is true tech journalism.

[ZeroHourProductions]

Asus: "we are conducting an internal investigation"
Also Asus: "we found nothing wrong with our internal investigation."
Also, Asus: "why do you boo me? we found nothing wrong."

[SanteeDakota]

Never forget that ASUS somehow managed to effectively brick their routers by messing up a configuration file on their own servers. That somehow even screwed up routers that had automatic updates turned off.

[solmesteren]

It ain't much. But it's what i can give. I think you guys deserve so much more! This is such good journalism. I don't need a tshirt. But want to support a little at least.

[tcpipuk]

This is excellent coverage, thank you for persisting with this issue and getting an attorney on for context was a great choice!

[penteractgaming]

Its amazing how fast a company can ruin their reputation.

[ElTeeger]

Gotta really appreciate how much Gamer Nexus has done and it really shows how much they represent the consumers.

[OuijTube]

Linus built a pretty fun cluster of channels but his "just trust me bro" approach to legal matters--as shown by the lack of pushback on Asus and their own backpack warranty controversy--is a pretty good illustration of why he has stepped down as CEO of his own company.

To his credit, he seems to have realized that he can't really meme his way out of stuff, and has put his business in a position to avoid this kind of thing in the future.

[jessechristensen]

Kudos to Vincent J. Agosta, Agosta Law, for showing up and explaining the legalities. We need more of this openness with product warranty, company statements, marketing, etc etc... in reporting/journaling. Good job on your approach as a consumer and not as a company or journalist. These sort of dives really open some layers of what's going on in the company to help us decide if they're a company we want to spend our hard earned money at or not.

[NATIK]

Respect for walking out when faced with the sudden NDA coercion. Sadly we know ASUS did that because most people who fly out probably won't be in a position where they feel comfortable walking out.

[lil----lil]

I put my money where my mouth is. Thank you for your service! It's people like you - our world becomes a better place!

[dillbourne]

Really, REALLY appreciate getting a lawyer's perspective on this. Fantastic work, Steve! And a thank you to Vincent for coming on!