Hello ASUS Community and Support,
I’m posting here publicly because my recent experience with ASUS warranty support has been extremely disappointing, and I believe it deserves full visibility — both for accountability and to help others avoid similar treatment.
Purchase Details
Product: ASUS ROG Laptop
Serial Number: S2NRKD01125208E
Purchase Date: October 5, 2025
Retailer: Walmart (Authorized ASUS Retailer)
Condition: Floor Model (No original box or paperwork, but otherwise new)
What Happened
I bought this ASUS laptop directly from Walmart, a legitimate and authorized ASUS vendor. It was a floor model, which means it was displayed in-store but sold to me as a new, functional unit. Walmart confirmed at the time of sale that it included the full 1-year ASUS manufacturer warranty, starting from the purchase date.
However, when I registered the product and contacted ASUS support, I was shocked to learn that my warranty had been limited to only 90 days.
ASUS Support’s Explanation
The support agent explained that the warranty was reduced because the laptop was sold at an “abnormal item price” — defined as being less than 30% of MSRP.
They cited this as justification to shorten my warranty from 1 year down to just 90 days.
Here’s the relevant case reference for transparency:
Case No.: N2510005591-0002
Why This Makes No Sense
This policy makes absolutely no sense for a few reasons:
Walmart is an authorized ASUS reseller.
Any product sold through them should carry the same manufacturer warranty as one purchased at full price.
Price has no bearing on product legitimacy.
Consumers are free to purchase clearance or discounted items without forfeiting manufacturer support. ASUS’s own disclaimer states that retailers are free to set their own prices — so penalizing a buyer for this contradicts ASUS’s own policy.
Floor model ≠ reduced warranty.
Floor models are still new, unused consumer products. Unless explicitly labeled as refurbished or open-box with limited warranty (which this was not), full coverage should apply.
My Expectation
I expect ASUS to:
Honor the standard 1-year manufacturer warranty, starting from October 5, 2025 (the date of purchase).
Correct the system entry for serial number S2NRKD01125208E to reflect the proper coverage.
Clarify this policy publicly, so that other ASUS customers are not blindsided by arbitrary warranty reductions.
Final Thoughts
I’ve always respected ASUS as a premium hardware brand. That’s why I chose another ASUS laptop in the first place. But this experience — cutting warranty coverage because I found a fair deal at Walmart — severely undermines that trust.
If ASUS wants to maintain its reputation for quality and reliability, it needs to stand behind its products regardless of where or at what price an authorized retailer sells them.
I hope a moderator or escalation manager can review this and make things right.
Thank you,
Greg
