I have had an absolutely awful experience with ASUS's RMA process, and I feel compelled to share in hopes that this issue gets the attention it deserves.
I sent my laptop in for repair due to overheating issues (sustained temps of 97-100°C), hoping for a review of the liquid metal application on the CPU. Initially, ASUS claimed that no problems were detected and the unit was fine. However, after requesting additional tests, I was told that my unit had sustained damage – specifically, that the cooling manifold was damaged when the backplate was removed during their review.
What’s worse is ASUS refuses to take any responsibility for the damage caused during their inspection. They are now demanding that I pay for a new cooling vapor chamber, even though the damage happened while the laptop was in their hands.
It’s been over a month since ASUS received my unit, and communication has been beyond frustrating. Many of my questions remain unanswered, and even when I tried to pay for the repair, their payment systems failed! This entire process has been nothing short of a nightmare.
I had high expectations for ASUS products, but this RMA process has been a huge disappointment. I hope ASUS addresses this soon and improves its customer service. Anyone considering their products – beware of the RMA experience! I regret buying any ASUS products and even more regret sending anything to ASUS for RMA.
