ASUS laptop motherboard warranty

I had years of fighting with Asus over RMA's including on the corporate level. I've posted this previously in another thread recently. One time they tried pulling the "arrived damaged" scam on a motherboard but I'd taken several of pictures of it before and during packaging [a lesson learned when they sent me a series of damaged mobos after I sent them a brand new board back that the drive controller didn't work on]. It finally reached the point where I refused to accept anything they sent me and threatened to sue them for fraud. I'd contacted the State Attorney General's office, showed them all my evidence and they said I had a valid civil case plus a possible criminal case against Asus for deceptive business practices.

I enclosed a copy of the letter from the AG's office and they finally sent me a brand new functional motherboard. This was back when Pegatron in Illinois was doing their RMA's. Later on I ended up dealing with their special secret corporate problem resolution office in California and bypassed Pegatron completely. Asus has the worst customer service of any major PC component manufacturer. In my experiences ASRock has been great, especially if you call them on the telephone first. XFX has also been very good [make sure you send that warranty card in immediately].

bobbybluz said:

I had years of fighting with Asus over RMA's including on the corporate level. I've posted this previously in another thread recently. One time they tried pulling the "arrived damaged" scam on a motherboard but I'd taken several of pictures of it before and during packaging [a lesson learned when they sent me a series of damaged mobos after I sent them a brand new board back that the drive controller didn't work on]. It finally reached the point where I refused to accept anything they sent me and threatened to sue them for fraud. I'd contacted the State Attorney General's office, showed them all my evidence and they said I had a valid civil case plus a possible criminal case against Asus for deceptive business practices.

I enclosed a copy of the letter from the AG's office and they finally sent me a brand new functional motherboard. This was back when Pegatron in Illinois was doing their RMA's. Later on I ended up dealing with their special secret corporate problem resolution office in California and bypassed Pegatron completely. Asus has the worst customer service of any major PC component manufacturer. In my experiences ASRock has been great, especially if you call them on the telephone first. XFX has also been very good [make sure you send that warranty card in immediately].

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Hahaha, it's amazing how quickly Asus changed their tune once they received the letter from the AG's office. Good for you!

When it comes to customr service horror stories I've read, most of them were from dealing with ASUS and GIGABYTE. They were the two biggest offenders. In contrast, I rarely see horror stories from MSI and ASRock. Doesn't mean they don't happen though. Rest assured though, all said companies aren't better or worse than the other.

When it comes to GPU service, I've had no problems whatsoever with Sapphire. When I was having all those problems with my Nitro 5700XT at the beginning of last year, they actually paid the shipping to send the card back and sent me a new card. When that one didn't work, again they paid the shipping and sent me ANOTHER card. When that one didn't work, I started wondering if something in my system was to blame rather than the card itself - which was pretty much confirmed after I sold the card to another TPUer and they confirmed it was working great for them.

jboydgolfer said:

whenever i am sending out an RMA, i follow the 'RMA to-do laundry list' to the letter.
we all know the RMA rule list. it has rules like- "write the RMA # on the side of the box [failure to do so may be cause for RMA refusal]"
"You must print & include a copy of this RMA confirmation Email in RMA box, failure to include a copy may result in refusal of your RMA"
etc, etc, etc.

i read that list 10 times, & check everything off, then i usually mark the item im sending in, in a way that wont be noticeable so i can confirm if they do or dont return the exact item i sent in. i take a ton of pictures, & basically act like a paranoid lunatic in a tin foil hat.

the RMA process is laid out, to make it a PITA, atleast by some companies. which i think is the point.
i remember when powercolor i think, told me if the 'void if removed' sticker was disturbed, it voided my warranty. but i reminded them where i live, we have laws that conflict with that scam.

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I would be curious about those stickers, but I have not hit an issue yet where one has failed that I have removed the cooler.

Knoxx29 said:

But what about if they were telling the truth?
Just saying.

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I don't follow, do you mean if they are saying the grease caused the failure?

maxfly said:

Asus is by far the most crooked of the crooked. I wouldn't put it past them to slather tim on your mb to avoid having to honor the warranty.
I wont bore you with my rma horror story but let it suffice to say that i havent bought an asus product in ten years at least.
Evga is hands down the best company ive dealt with. I had to rma an x99 classified mb and it was painless. I told them what troubleshooting steps i had taken, they asked for my contact info and in less than two weeks i had a new mb.

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Ive had exclusively in my rig Asus boards. But I wont anymore.

newtekie1 said:

Why did you ship the board without the socket protector in place? Most companies will outright refuse a warranty claim on a motherboard if they receive it without the socket protector in place.

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I didn't have one laying around I could find. I did my best with shipping it to protect the socket.

jboydgolfer said:

if im reading the OP right.

Asus denied your claim, because you dropped TIM in the CPU socket & that qualifies as physical damage.
they need to be paid to remedy it, so they wont move forward unless you pay them.

from an impartial perspective, Asus is not in the wrong.
i think human error caused damage that is costing you your coverage.

it sucks for sure, but technically its your responsibility, if your recounting is correct.


Asus cant 'fix' the matter, since to fix it, requires physical remedy, & risk of further damage. i know i could fix it if it was just TIM, but technically theyre in the right.

im sorry it happened though, its bad luck & it sucks it cost you money
i hope it doesnt set you back too much.

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My board failed with a Vbios/GPU light and would not boot. Even with that the charge they are trying to do is basically buy a board at an outrageous price as I can literally either by the Z390-A board from newegg [Asus] for cheaper than what they are charging me, or buy the higher Z390 Strix Board at about the same price. That to me is completely ridiculous. Personally I am not sure if that happened [Me dropping TIM into the socket] but that is just my guess that it may have happened and giving some benefit of the doubt. But its clearly dried TIM and ways that could probably be blown off with a can of air in the pictures which is why its more ridiculous to me.

Its not setting me back, its just an unfortunate situation. I am not happy about it, and mad I didn't get a few more years out of the rig setup I had [Just had no reason to upgrade]. But I am just upset at the way its being handled. Heck if they had said they were at least gonna say maybe $100 dollars to repair it after arguing, I would be upset but I would probably do it and just be mad at them for awhile as I would at least feel like they tried to rectify the situation/compromise. Currently, they have not even tried because the answer of "Just buy a new board" is not a solution they should even be suggesting.

GhostRyder said:

I would be curious about those stickers, but I have not hit an issue yet where one has failed that I have removed the cooler.


I don't follow, do you mean if they are saying the grease caused the failure?


Ive had exclusively in my rig Asus boards. But I wont anymore.

I didn't have one laying around I could find. I did my best with shipping it to protect the socket.


My board failed with a Vbios/GPU light and would not boot. Even with that the charge they are trying to do is basically buy a board at an outrageous price as I can literally either by the Z390-A board from newegg [Asus] for cheaper than what they are charging me, or buy the higher Z390 Strix Board at about the same price. That to me is completely ridiculous. Personally I am not sure if that happened [Me dropping TIM into the socket] but that is just my guess that it may have happened and giving some benefit of the doubt. But its clearly dried TIM and ways that could probably be blown off with a can of air in the pictures which is why its more ridiculous to me.

Its not setting me back, its just an unfortunate situation. I am not happy about it, and mad I didn't get a few more years out of the rig setup I had [Just had no reason to upgrade]. But I am just upset at the way its being handled. Heck if they had said they were at least gonna say maybe $100 dollars to repair it after arguing, I would be upset but I would probably do it and just be mad at them for awhile as I would at least feel like they tried to rectify the situation/compromise. Currently, they have not even tried because the answer of "Just buy a new board" is not a solution they should even be suggesting.

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You failed to return your board as you received it, that's on you. Maybe what they should of done as just return it to you for you to solve and apply for a another RMA.

Maybe being pissed about it is not the way to go and own up to your ignorance, as i thinking you going to have no one to buy from with this attitude.

Another reason i keep my boxes as it allows me to return is as i got it.

tabascosauz said:

Uh, I don't think anyone can blame Asus if you didn't even put the socket cover back on lol. It's the same as shipping an AMD CPU back without putting the CPU in its plastic tray...just having it rattling around in the box. How exactly did you "protect" the socket? Without its cover, anything and everything no matter how soft will bend those flimsy leaf pins if they touch.

If you threw yours away, you can just order a bunch on eBay.

If you don't cover the socket properly, you will get the exact same treatment from every board vendor...it's part of basic procedure and you didn't follow it.

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I had the original box, I did ship it in that and wrapped the board to make sure it was ok for the journey.

AsRock said:

You failed to return your board as you received it, that's on you. Maybe what they should of done as just return it to you for you to solve and apply for a another RMA.

Maybe being pissed about it is not the way to go and own up to your ignorance, as i thinking you going to have no one to buy from with this attitude.

Another reason i keep my boxes as it allows me to return is as i got it.

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I have had the board for two years almost. I don't usually keep every little thing over that long of a period of time. I did have the OEM box and inserts for it but the socket cover was missing. I put extra wrap on it and made sure it could not move in the box and nothing was going to poke it/damage anything. The issue is there was a little bit of dried TIM that fell in, didn't press against the socket, is just literally sitting on it and they are voiding the warranty based on that.

I own up when I make mistakes, as I have when I burned up an [funny coincidence] AsRock board mining with it years ago. At least if it had been damaged in shipping like where pins got bent, missing capacitor, etc I would be singing a different tune.

Yes, Asus TS and RMA procedures are terrible ... on the flip side, every manufacturers seems as if the goal of TS and RMA departments is to frustrate you into giving up>

We were strictly an Asus shop up until 2013 ....

Asus P5AD2-E Premium - This was a high level board whch came with "Premiun Support and Exchange Program" That means they ship you are [suppossedly] new board overnight, then you send the old one back in the same box. Board failed in October, RMA granted received borad, took out of box and it was shaped like a banana. The I/O section could mossed the case opening by more than an inch. The tracking system could not handle having two bad boards. Sent the bent one back.

November and December go by and every conversation with support , voice or email, results with no actual action. My doin got many video game for XMas, but could not play any of them with a brkem PC for almost 3 months. Finally got working replacement end of January. Interestingly enough. all tech support / RMA emails came from pegatron.com ... AsRock's parent company. This was well after Asus spun off the ASrock budget board division.

Max VI Formula - At this point Asus had lost the performance title.... with their boards finishing a good bit from the top inelimited the problem with exterior devices not waking from sleep. While that was presumed to be the final major issue, the board still had problems with BIOS clock freezing. This wreaked havock with files as when you revised or backed up a file, the new version wasn't saved as both old and new had same date. BIOS fixes were promised and while they did arrive for the TUG line, RoG board owners never got theirs.

GT - AC 5300 Router - The router performs well, problem was one of the reasons I purcahsed it was in allwed me [again supposedly] to run 2 USB printers off the router as network printers. This has never worked. I called and they'd say "Oh use the MFP driver instead of the print driver, and next time to use the printer driver instead of the MFP driver. The screens one sees in the software installation do not match the screens in the software installation manual. Email TS request was responded to by "Bob". Bob statted off by saying: "To slove your intertnet problem [I wasn't aware I had one, I should undo the 2 hours of set up I did fir the 8 static connections, by setting to factory default and then send them three files.

My response said, because apparently it wasn't obvious that be sending them an email I had no internet problem, tht my internet was fine ... just as i said in the original report, but my problem is that the network pronter driver for the router's USB ports wasn't working. I have a boiut a dozen responses .... Tim, Mike, Arthur, Johm and a bunch of theres sent the exat same email telling me "how to get on the internet. I have over a sozem of these. EWriting to the president's office just resulted in more of the same.

EVGA was disturbingly worse... over 20 support calls over 18 months, 5 RMAs and none of the replacement FTW cards was able to run at advertised speed. They blamed every other component but I was never able to get the carrd to run even ant 50% of the way between reference and FTW speeds. On every call we had to go thry the exact same troub;eshooting procedures as th 1st call. When doing a build for someone else with twin Asus cards in SLI, I was able to get a 31% over reference card speeds. Sent them avideo and they finally relented and sent a next gen SC cards.

MSI and Gigabyte are also hard to deal with but I have yet to complete the "solving the problem" stage ... even if the procedure was arduous.

mouacyk said:

There is nothing basic about the RMA procedure. I had to read EVGA instructions 10 times to fully understand they only want the board. Not the IO shield nor other accessories. They will only send back a board. It took some diligence to realize that sending then the socket cover and anti static bag helps. Surprise - they also sent the replacement board liked that

Anyway the elephant in the room... good faith RMA procedures protect both the customer and manufacturer. Enforce pictures. Period.

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I was pleasantly surprised by Seagate. I has a SSHD that died and sent it in for warranty service. When the tech called me he spent so long on the phone scouring a quicker replacement drive. I swear it was like 2.5 hours. I also remember doing an RMA for a Gigabyte 6850 [$99] without any issue. Asus is special though because they market themselves as being enthusiast focused which makes it seem so much better than the others but an RMA experience belies that thought. The are adversarial to the point of being desultory.

newtekie1 said:

Yes, that is exactly what you are expecting of them by saying they should just shoot a little electronics cleaner in the socket.


And obviously you didn't protect the socket good enough. I still fail to see how this is ASUS's fault when you failed to properly protect the socket. Plus, you said you bought a new board, just use the protector that came on that board.

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Well I don't see 2 small chunks of thermal grease being enough to void a warranty but I do see your point. I mean if it had bent pins because of it I would probably accept the loss and move on. However, I just realized I had forgot to send me Z390 Prime board in to Asus as its got an issue as well [Forgot because I put it in the back of the closet in its box after it failed me]. I am about to ship it off with a socket protector [I did find one in my Z490 box I forgot about], I took a bunch of pictures, socket is 100% clean. So I guess we will see how they react this time. I am not happy to be paying to ship it in especially because I still feel like this experience has been less than stellar, but I guess it will be an interesting experiment.

Gmr_Chick said:

Maybe it's because nearly all the board makers make sure to slap a big sticker on the socket cover that EXPLICITLY states said cover MUST be on the board when sending the board back for RMA, otherwise RMA will be denied [or something to that effect].

Also, maybe it's because it's just one of those "common sense" things?

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Well I could not find mine this round but I tried to make sure it had something over it for protection. In hindsight, you are correct I should have made sure to keep it. Either way though I am still on the fence over this because its just some time that will easily come off and not something like bent pins. Like I was saying above, I would accept my mistake if it was damaged in shipping [Might fight shipping company if it was something more than just my poor shipping] but I just don't see this as enough for them to deny it and make me pay more than the cost of buying a new one on newegg.

ZenZimZaliben said:

I just want to say I shipped out my Asus ROG STRIX Z490-E GAMING because it just stopped working one day out of no where..BAM! Memory error. No matter what I did, different ram, 1 stick, every memory slot, different cpu, power supply, gpu. As soon as it got to the Memory check I would get a 4F Bios error. Well they fixed it fast and shipped back to me free of charge. So once I install it and see if it works I will post again, but very good support so far. I guess I am not happy about the $50 I had to pay in shipping. Oh well cheaper than a new board.

Luckily I had an extra mobo with an 8700k in it so just slapped that in temporarily.

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Well I am glad you got it repaired. About to try for round two. But I think it ridiculous to pay for shipping in general for their failure. EVGA sent me a label for the GPU when one failed which I think is the right way IMHO.

Like I said round two because I forgot I had a second Asus failed motherboard. I put my Z490 socket cover on, took tons of pictures with my phone time stamping it including the CPU socket, made sure it was sparkling clean [It barely got used before failing so had nothing on it], and wrapped it up. So lets see what happens I guess, just paid for the label.

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