ASUS Enhances Customer Support Following Gamers Nexus Investigation

[katzi]

Friends don't let friends buy Asus or Gigabyte hardware. Plain and simple.

 

[Caring1]

Friends don't let friends buy Asus or Gigabyte hardware. Plain and simple.

Odd as I've never had a problem with either, new OR used motherboards.
I've even bought a few as "not working" and they do, the issue is usually PEBCAK.

 

[Chaitanya]

The fact that they had a meeting with GN, which nobody demanded, since they could just issue a press release or something, makes me believe that this time Asus intentions are genuine and honest. The fact that they acknowledged everything and made promisese to improve things, I believe they were honest enough to give them credit. I will not make and callous or smartass comments, not until it proves also for this to be true.

We will see if Leopard changes its spots, also in India here are bunch of similar complaint posts on Reddit(I can dig similar posts on Facebook as well) of scams at Shitsus service center(run by F1 Info solutions and majority are of CID with Laptops and some for GPUs where Shitsus has been pushing either damaged GPU that came for RMA or last gen slower GPUs as "equivalent" to one sent) to what Gamers Nexus exposed in US. In order to change their practices atleast in case of India they will need to dump their current "partners", hold them accountable in a public manner and start from scratch while solving old complaints. I remember Logi removed their old service partner RPTech(still in charge of Shitsus motherboards and they are the orignal scam center) before changing their service provider and now things have improved significantly.

Edit: Here is a classic one that Shitsus pulls on its customers, warranty starts from billing date of distributor to retailer and not the date of purchase by customer.
https://www.reddit.com/r/IndianGaming/comments/1bhehyg

 

[Cifu]

GN never apoligized to ASUS. ASUS boards represented the VAST majority of AM5 boards burning up, they forgot to implement basic safety features, and they were indicating to customers that ASUS caused damage would void their warranty as a result of high voltages ASUS themselves applies or from Beta BIOS updates.

You are straight up spreading misinformation.

Nope, the GN and they followers spreading misinformation about this case.

Please show me those "VAST majority of AM5 boards burning up".
That's the rant I have had done before and after that there is a big silence follow up because even on the Reddit we got one AsRock and two ASUS example and then we got zero more for average users.

We got zero cases after the VSOC maximum set to 1.3V, again showing the root cause.

The so called Beta BIOS rant from GN an big lie too, read it yourself the original controversial sentence:

Except as provided in the Product warranty and to the maximum extent permitted by law, ASUS is not responsible for direct, special, incidental or consequential damages resulting from using this BETA bios.

So no, even with the original sentence ASUS do not say you void the warranty if you use they Beta BIOS...

As the controversial video, well, GN do not do any cross-checking in other type of motherboards, while others do.
GN do even try to make a comprehensive testing about the case, they smell scandal and make a video about it as fast as they can.
Example: they say the 7800X3D "explode" and don't even mention the first know case is a Ryzen 7700X in an AsRock B650 PG Lightning mobo.

The result what we get is high view numbers, around the time an average GN review got 200 thousand views, while the "exploding" 7800X3D video surpass the 1 million views fast and the "ASUS Scumbag" video closely follow it.
That's the reason why they done it. And I hardly can support such a behavior...

 

[maxfly]

If Asus actually improves their support process it's clearly a major win for consumers. Personally, until I see some concrete evidence of drastic, wholesale changes, I'll continue to avoid their gear like the plague. As the saying goes. Fool me once, shame on you. Fool me twice, shame on me.

Thankfully, we have plenty of options.

​

 

[Dr. Dro]

Nope, the GN and they followers spreading misinformation about this case.

Please show me those "VAST majority of AM5 boards burning up".
That's the rant I have had done before and after that there is a big silence follow up because even on the Reddit we got one AsRock and two ASUS example and then we got zero more for average users.

We got zero cases after the VSOC maximum set to 1.3V, again showing the root cause.

The so called Beta BIOS rant from GN an big lie too, read it yourself the original controversial sentence:

Except as provided in the Product warranty and to the maximum extent permitted by law, ASUS is not responsible for direct, special, incidental or consequential damages resulting from using this BETA bios.

So no, even with the original sentence ASUS do not say you void the warranty if you use they Beta BIOS...

As the controversial video, well, GN do not do any cross-checking in other type of motherboards, while others do.
GN do even try to make a comprehensive testing about the case, they smell scandal and make a video about it as fast as they can.
Example: they say the 7800X3D "explode" and don't even mention the first know case is a Ryzen 7700X in an AsRock B650 PG Lightning mobo.

The result what we get is high view numbers, around the time an average GN review got 200 thousand views, while the "exploding" 7800X3D video surpass the 1 million views fast and the "ASUS Scumbag" video closely follow it.
That's the reason why they done it. And I hardly can support such a behavior...

Let's be honest, this was and remains exclusively AMD's fault. AGESA is horrible. Thankfully Zen 5 should launch on a much more mature AM5 platform.

 

[Space Lynx]

Let's be honest, this was and remains exclusively AMD's fault. AGESA is horrible. Thankfully Zen 5 should launch on a much more mature AM5 platform.

can confirm, I did my sig rig build on a early May new BIOS build, all brand new items, in-fact the motherboard just released March of this year, so its fresh from the factory - and its been a flawless experience. boot times out of the box were really fast too. I have since tweaked some BIOS settings and ram settings (but this is not necessary at all for the smooth experience, I just enjoy tinkering is all, plus I had guidance from some very experienced TPU members).

 

[DaemonForce]

Odd as I've never had a problem with either, new OR used motherboards.
I've even bought a few as "not working" and they do, the issue is usually PEBCAK.

You've never seen a Gigglebyte moment where BCLK "walks" or needs a non-round number to be solid? Wild.
ASUS has its share of issues with random junk that gets bundled in via EFI options and voltage control menus in really dumb places when I JUST want to overclock. There's way too much red tape in the menus these days. It's genuinely annoying. No wonder "Favorites" menus exist.

 

[danc]

Nope, the GN and they followers spreading misinformation about this case.

Please show me those "VAST majority of AM5 boards burning up".
That's the rant I have had done before and after that there is a big silence follow up because even on the Reddit we got one AsRock and two ASUS example and then we got zero more for average users.

We got zero cases after the VSOC maximum set to 1.3V, again showing the root cause.

The so called Beta BIOS rant from GN an big lie too, read it yourself the original controversial sentence:

Except as provided in the Product warranty and to the maximum extent permitted by law, ASUS is not responsible for direct, special, incidental or consequential damages resulting from using this BETA bios.

So no, even with the original sentence ASUS do not say you void the warranty if you use they Beta BIOS...

As the controversial video, well, GN do not do any cross-checking in other type of motherboards, while others do.
GN do even try to make a comprehensive testing about the case, they smell scandal and make a video about it as fast as they can.
Example: they say the 7800X3D "explode" and don't even mention the first know case is a Ryzen 7700X in an AsRock B650 PG Lightning mobo.

The result what we get is high view numbers, around the time an average GN review got 200 thousand views, while the "exploding" 7800X3D video surpass the 1 million views fast and the "ASUS Scumbag" video closely follow it.
That's the reason why they done it. And I hardly can support such a behavior...

GN also lied and kept quiet about their wrong VSOC measurements and accused Asus of still incompetence to overvolt VSOC above 1.3v after AMD released fixed Agesa.

There are no altrusic people, just people looking at their own interest. GN interests is profits from more channel views.

 

[chrcoluk]

I was a victim of getting a broken refurb in exchange.

Many years back I had a viewsonic screen develop a weird fault, it was a VA 4:3 screen if I remember right, and it started misbehaving with less than a month left of warranty, basically I would need multiple attempts to get the screen on once it was turned off, and it was gradually getting worse, so I RMA'd it.

I was then given the option of accepting an exchange at the door by the courier doing the pickup, or having my unit fixed, I am a guy who gets impatient so I picked the exchange, and plugged it in. Initially all seemed ok, but I couldnt believe it, within a month the exact same fault happened. This exchange had no warranty past the original warranty period so I was then screwed.

To viewsonic's credit they did offer to fix my unit, but the fact the exchange was in a condition that failed within a month, backs up all the stories on the net about RMA exchanges being dud hardware.

Personally I think the way it should work, is that if you need to RMA something and they cant fix it, then you should get a brand new exchange no matter where you are in the warranty period, if the defect rates are as low as claimed this should be a very affordable practice and will likely pay itself back with customer loyalty to the brand. If returned units then get fixed later they can be sold as discounted refurbished stock.

GN also lied and kept quiet about their wrong VSOC measurements and accused Asus of still incompetence to overvolt VSOC above 1.3v after AMD released fixed Agesa.

There are no altrusic people, just people looking at their own interest. GN interests is profits from more channel views.

Looks like #4 is right one.

 

[R0H1T]

So people are required to own a product in order to criticize a company?
I personally don't see the point in paying the premium Asus charges compared to the competition when I can't rely on the product having a warranty or getting any helpful CS.

Yes & no, your personal experiences, good or bad, will determine your attitude towards a specific company or brand more than anything else! All this clickbait BS does is reinforce your own (past?) bad experiences with ASUS & deter some future buyers that's it. This is an industry wide problem, I had a similar issue with Zotac, Philips, HTC, LG et al in the past. Talking only about bad experiences of course, with electronic items including phones & stuff.

You know what needs to change more? This effin consumer attitude of wanting the cheapest at all cost all the time! You get what you pay for and when robbers like Amazon charge anywhere between 15-35% of your gross sales what margins will you be left with? Amazon is even worse with electronics return here. They don't even accept it anymore

Let's be honest, this was and remains exclusively AMD's fault. AGESA is horrible. Thankfully Zen 5 should launch on a much more mature AM5 platform.

Let's be more honest then ~ GN does hit pieces to get clicks! Their MO is uber transparent and some of their case/pre built reviews are effin embarrassing even as parody

Steve's hot takes are less hot more hot air! His condescending tone in many of them is beyond childish. I know I've used that on forums in the past and I do regret it in hindsight but FFS the guy does professional reviews ~ you should expect more from him not less

 

[danc]

Condesending Steve calls Asus unethical scumbag of a company for still not fixing VSOC.

He got it all wrong by measuring incorrect voltage points.

He did not take down this video. He did not post an apology and clarification to his viewers.

Who is the unethical person now?

 

[R0H1T]

warranty starts from billing date of distributor to retailer and not the date of purchase by customer.

Warranty is from the date of invoice, if that's your post you can go to consumer court & get this solved very easily. It will take time but probably worth it, you can also ask for fair compensation for ASUS denying warranty.

 

[Readlight]

Half products are with manufacturing defects.

 

[R0H1T]

While we're at it why not talk about the BS wages Amazon, Flipkart (Walmart owned), Newegg, Bestbuy(?) et al pay their lowest rung employees! I've talked to a few delivery services here and it's absolutely hilarious what they're paid, companies like Amazon/Flipkart can also punish them massively for missing deliveries on time, damage etc. And lastly but probably the biggest issue ~ delivery or return scams. If you haven't heard about them you're living under a rock! If GN is half serious about his "activism journalism" he should follow up on all of these

Half products are with manufacturing defects.

Why just half? Why not 100%

 

[Denver]

I believe they will make some effort to improve RMA and customer service in the US, maybe Canada. But in the rest of the world, don't count on it. #AsucksNO

 

[taka]

GN also lied and kept quiet about their wrong VSOC measurements and accused Asus of still incompetence to overvolt VSOC above 1.3v after AMD released fixed Agesa.

There are no altrusic people, just people looking at their own interest. GN interests is profits from more channel views.

I didn't understand a thing from the guy in the video, but his testing points are clear.
1 MOSFET VOut
2 MOSFET + inductor+ capacitor
3 CPU VSOC pin
4 onboard digital voltmeter

And yeah measuring at MOSFET VOut it's a bit higher then on the CPU pin.
Inductor+other filtering (caps, etc), motherboard traces all bring some resintance and the voltage will drop.

All people make mistakes including Tech Jesus. Admiting the mistake....that's another thing.

 

[CosmicWanderer]

I've been using Asus products since 2003. Countless motherboards, graphics cards, and now handhelds. I've only ever had 1 motherboard that died on me. Otherwise no issues whatsoever. I guess I've been lucky?

Anyways, this isn't going to stop me from buying their stuff as based on my experience they've been of exceptionally high quality. Nonetheless, it's good that they're addressing their shortcomings for people that haven't been as lucky as I have.

I believe they will make some effort to improve RMA and customer service in the US, maybe Canada. But in the rest of the world, don't count on it. #AsucksNO

Not an issue in the rest of the world. Unlike the US, most countries buy from retailers rather than directly from Asus. Retailers, especially big tech chains usually add their own warranty on top of the manufacturer warranty. So if you have any issue, they will just give you a replacement. Customers never have to deal with Asus support.

 

[danc]

I didn't understand a thing from the guy in the video, but his testing points are clear.
1 MOSFET VOut
2 MOSFET + inductor+ capacitor
3 CPU VSOC pin
4 onboard digital voltmeter

And yeah measuring at MOSFET VOut it's a bit higher then on the CPU pin.
Inductor+other filtering (caps, etc), motherboard traces all bring some resintance and the voltage will drop.

All people make mistakes including Tech Jesus. Admiting the mistake....that's another thing.

English subtitles

 

[64K]

I've been using Asus products since 2003. Countless motherboards, graphics cards, and now handhelds. I've only ever had 1 motherboard that died on me. Otherwise no issues whatsoever. I guess I've been lucky?

Anyways, this isn't going to stop me from buying their stuff as based on my experience they've been of exceptionally high quality. Nonetheless, it's good that they're addressing their shortcomings for people that haven't been as lucky as I have.


Not an issue in the rest of the world. Unlike the US, most countries buy from retailers rather than directly from Asus. Retailers, especially big tech chains usually add their own warranty on top of the manufacturer warranty. So if you have any issue, they will just give you a replacement. Customers never have to deal with Asus support.

I've owned several ASUS hardware and never had a problem with any of it but that's not what this thread is about. It's about how you are treated when you do have to do a RMA which could happen to any of us. Even spending extra on premium hardware doesn't shelter anyone from a possible RMA.

In this case ASUS has been failing hard and for way too long and now it's time for them to change. They are saying they will. I say give them a chance and see but if not then they have merely managed to kick the can down the road a bit and the backlash will happen again. Ignoring a problem doesn't make it go away.

 

[taka]

English subtitles

Thanks for the new link. As i suspected the point 4 was some digital voltmeter, but connected to VSense. Makes sense to measure as close to the load and not the power supply. It's the same point where voltage regulator comparator measure in order to align the output with the load.

 

[trieste15]

Customer support and sales vary wildly from region to region, here in India Dell sales reps rarely push "warranties" onto users plus these days they have local shops who sell their products so its much easier to get laptops/monitors with base warranty program and then buying warranty towards the end of bundled "warranty" and even their after sales support is pretty decent here. Compared to this all the videos I have seen of purchase experience from North America it seems like pushing warranties and financing options overall seems to be incentivized and its almost a scammy operation there compared to what I have experienced with Dell in India.

Honestly if you say "region to region", it's probably more informative to state which part of India you're in than just India itself.

 

[Chaitanya]

Warranty is from the date of invoice, if that's your post you can go to consumer court & get this solved very easily. It will take time but probably worth it, you can also ask for fair compensation for ASUS denying warranty.

That not my post, but from posts I have seen it seems to be a very common practice with service providers across multiple vendors(recently saw post of Razer users also being told the same thing. In my case RPtech(in Pune) was trying to weasel out of providing me a replacement or refund even though I had letter from their own service center to contact local sales department to work out a solution as Motherboard I had sent in was irrepairable. And after arguing with them for nearly 30 days I sent them a legal notice and got the full refund for my board.

Honestly if you say "region to region", it's probably more informative to state which part of India you're in than just India itself.

By region to region I really mean country to country, when it comes to India generally service providers are same across and experience is quite uniform between them across the country.

 

[chrcoluk]

I believe they will make some effort to improve RMA and customer service in the US, maybe Canada. But in the rest of the world, don't count on it. #AsucksNO

Fair chance of that, its unlikely any of GN's undercover RMAs are going outside of North America.

 

[theglaze]

Death by SKU

Asus lists 259 mobos for just 'current-gen' sockets (AM5, LGA1700), of which 85% are consumer models ROG, TUF, PRIME, ProArt.

That's absurd. Marketing department has been running the show for too long. Stamping out PCB like limited production T-shirts.

Adding unnecessary complexity that has clearly overwhelmed internal processes (like inventory, subcon management, assembly). That ultimately leads into inept customer service because it's working with bad product.

Time to cut the new offerings in half, Asus, and take it easy on yourself.