Asus issues apology, promises changes after RMA and repair cost outrage

[FaTaL]

ASUS has gone downhill as a whole. Their mobos used to be hailed as the best for gaming and the last 3 BIOs updates for my mobo result in my rig booting BIOs in safe mode...Something related to my rig using an AIO and the CPU Fan speed setting....
ASUS told me: "Just don't update your BIOs"

=\

 

[ShadowDeath]

What they mean is, "We're sorry we got caught guys, we will pretend to actually care while we continue to do the same thing but differently."

 

[Neatfeatguy]

I haven't had issues with ASUS RMA, but I only had to deal with them once and it wasn't for a MB.

I've had one ASUS product take a crap on me about 7-8 years ago and it was a router. I had it for about a year and one day it just stopped working and would no longer power on. Got the RMA setup, sent it in for repair/replacement and about 2 weeks after sending it in I got it back fully operational.

After this current debacle and so many nightmare stories, I think I'll just avoid ASUS.

Here are a few companies I like because they went above and beyond what I would have expected for issues:

ASRock is my go to for MBs ever since I had a faulty one and their tech service team worked with me through multiple emails over a 24 hour period trying to test/diagnose a new board issue. After all the tests they concluded it was faulty and had me send it in for a swap. A week later the replacement board showed up and worked properly right out of the box.

be quiet! has done a phenomenal job with their customer support with me. I wouldn't hesitate to get their products again.

EVGA - sadly though, they're pretty much closed.

 

[Marco Mint]

I think this is what happens when your country has terrible consumer protection laws. They would be hit with a big stick if this happened in Europe, where you are guaranteed with a minimum 2 years protection on faulty goods and can ask for a refund or replacement within that period. Some retailers offer an even longer, additional warranty on top of that 2 years. I usually ask for a refund then go buy it again to reset that 2 years warranty, if I'm still interested in the product.
A GPU I had to replace was 2 weeks shy of its 2 year warranty expiring and they didn't have the exact replacement, so I took a higher end one instead. Happy days!
Also, your guarantee is with the retailer, not the company who makes the product.

 

[Anton Longshot]

I'd say the old adage applies here "Trust is easlity lost, and hard to regain".

Apologies and promises do nothing to change that. While I've had dealings with Asus without any issues I no longer trust them because of what happened ánd the fact that they say they've reversed course AFTER THEY GOT CAUGHT makes it even less likely I'll trust them any time soon.

 

[DekkB]

Solution: Don't buy anything from ASUS

 

[Soulburn74]

I've felt that too many companies were skimping/denying warranty support on their products for about a decade, thus I'm not willing to spend a lot of money on hardware.

Take the Cryto Scam issue with GPU's. I've never paid more then $200 for a Mid-Range GPU - GTX 1060/Radeon 5600 as both of those have been good enough for my needs and I still have them. I did take advantage of a Deal for a Radeon 6800 (non-xt) as it was pretty decent but I didn't pay for it, it was a gift from my sister. Yes I do have good relations with my Sister unlike most brothers.

I'm even looking at going with a server board from SuperMicro with a budget Epyc 72xx series (8c/16t) chip. Don't need anything better but I do need the I/O capabilities that the 128 PCIe lanes offers. Too many times I'm seeing my drives suffering I/O contention simply because there's insufficient PCIe lanes available even with me using an 8x PCIe lane based Drive control card (LSI 9200-8i).

For the same reason, I've been considering going ThreadRipper on my next build, as it seems that its impossible in current gen regular client CPU/Chipsets to have multiple slots that can both run at 16x(GPU and Storage controller) AND have multiple NVME's. (I know in this day and age, this is very niche......most people just put in a graphics card in slot 1 and 1 NVME and call it done....... but that's not where I'm at.......

The Super Micro TRX50 Board is very appealing to me, Just because its not Asus.

 

[Angga B]

Asus fall to the same category of company who outsourced its aftermarket services. So far they have been successful in maintaining its brand value from "only" product launches but eventually the aftermarket services is catching it up to them. Now is that time.

 

[user478318]

Solution: Don't buy anything from ASUS

Nope, ASUS makes the best motherboards, laptops, wifi routers and gaming monitors on the planet by far... Never had a problem with them, never had a single asus device fail me in the last 30 years, and I'm not gonna stop being their customer because of one shady YouTuber, and boy he is over the top, and has a history of being an douche to fellow youtubers, and does not respond to his own criticism

 

[StrikerRocket]

What they mean is, "We're sorry we got caught guys, we will pretend to actually care while we continue to do the same thing but differently."

You nailed it! I bet this is exactly what is going to happen!

 

[lazer]

If Asus spent a fraction of their marketing budget on warranty repairs then they wouldn't be in this mess or need to advertise. It's getting to hard to remember who to boycott anymore, I can't keep up with this nonsense world we're living in.

I had an Asus tablet that was very nice, loved it. Then it said I had to upgrade the operating system. So I pressed OK, and that was the end. The OS never updated, the tablet could not undo, redo, or just plain start.
I contacted Asus tech help so many times and NO one could help. They could hardly speak decent English! So I ended up buying a Samsung tablet and that was the end of my anything to do with Asus.

 

[Rudyduu]

Nope, ASUS makes the best motherboards, laptops, wifi routers and gaming monitors on the planet by far... Never had a problem with them, never had a single asus device fail me in the last 30 years, and I'm not gonna stop being their customer because of one shady YouTuber, and boy he is over the top, and has a history of being an douche to fellow youtubers, and does not respond to his own criticism

How can you claim they are the best without offering any objective data to support your claim? Don't be a fan boy. Most people don't have problems with their hardware, but that's not what this is about it's about what the company does when there is a problem and that's where ASUS failed a lot of people and that's where MSI failed me.

 

[user478318]

How can you claim they are the best without offering any objective data to support your claim? Don't be a fan boy. Most people don't have problems with their hardware, but that's not what this is about it's about what the company does when there is a problem and that's where ASUS failed a lot of people and that's where MSI failed me.

Don't fall on some YouTubers hype, those influencers live on it... This is a local (Canadian!?) ASUS issue, not a global one! I live within EU we don't have this stuff happening, websites leave this out for clickbait!

Nobody on these tech websites or on YouTube got the guts to say anything against Apple because of the army of lawyers they got... They overcharge every single product they sell and got even worse RMA (except for the US) than stated here for ASUS

 

[StrikerRocket]

I had an Asus tablet that was very nice, loved it. Then it said I had to upgrade the operating system. So I pressed OK, and that was the end. The OS never updated, the tablet could not undo, redo, or just plain start.
I contacted Asus tech help so many times and NO one could help. They could hardly speak decent English! So I ended up buying a Samsung tablet and that was the end of my anything to do with Asus.

That's amusing, the reverse happened to me with Samsung! I bought a Samsung tablet a few years back, I don't remember the exact reference, but it was pretty high end, not the low end model, and they *never*, I mean *never* released a single OS update for it, although they advertised it, delayed and so on. And that was the last of my dealing with Samsung.

 

[jellowiggler]

That's amusing, the reverse happened to me with Samsung! I bought a Samsung tablet a few years back, I don't remember the exact reference, but it was pretty high end, not the low end model, and they *never*, I mean *never* released a single OS update for it, although they advertised it, delayed and so on. And that was the last of my dealing with Samsung.

So your incident is not like his at all.
He followed the manufacturer-provided prompts and it bricked his device and they couldn't help him recover it to usable.

You had a device that worked its whole life, but the updater couldn't find an update to the OS, and you didn't outline any attempts at remediating that issue. Samsung supports OS updates on its tablets for a few years after initial release. Maybe you bought a model that was old stock and wasn't getting updates any more. I have a few phones that hit that issue. I think Samsung needs to support devices longer. There are plenty of tablets and phones out there new in the box that won't have any updates for people after purchase because they are the 2-3 year old model. The standard should be 4-5 years of support.

Not the same.

 

[StrikerRocket]

So your incident is not like his at all.
He followed the manufacturer-provided prompts and it bricked his device and they couldn't help him recover it to usable.

You had a device that worked its whole life, but the updater couldn't find an update to the OS, and you didn't outline any attempts at remediating that issue. Samsung supports OS updates on its tablets for a few years after initial release. Maybe you bought a model that was old stock and wasn't getting updates any more. I have a few phones that hit that issue. I think Samsung needs to support devices longer. There are plenty of tablets and phones out there new in the box that won't have any updates for people after purchase because they are the 2-3 year old model. The standard should be 4-5 years of support.

Not the same.

Chill out man...
Did you actually *read* my post? I said they never *released* a single update for this device, and you seem to imply that I'm utterly dumb and that I don't know how to look for an update... I did not buy an old stock model and it never received a single update, I know this for a fact. I even ended up rooting the thing to install a third party compatible firmware.
I know it's not the same, it was just a fun commentary to outline the fact that his device did receive an update and was bricked, while mine never did receive anything, don't take it too seriously! ;-)
And yes, I was quite disappointed with that because Samsung let customers think there would be updates, and it never came. Pure scandal IMHO.