Dave has been gaming since the days of Zaxxon and Lady Bug on the Colecovision, and code books for the Commodore Vic 20 (Death Race 2000!). He built his first gaming PC at the tender age of 16, and finally finished bug-fixing the Cyrix-based system around a year later. When he dropped it out of the window.
Almost a week on from a Gamers Nexus video detailing its own, and many others' terrible RMA experiences with Asus' customer support, the company has finally released a statement addressing what it calls"some gaps in our RMA communication process in the US and Canada."I've said this to Asus myself; it's a pretty damned tone deaf response to the issue.
We are revising our repair pricing structure for out-of-warranty products; this includes a thorough review process for any abnormal pricing to ensure consistency, transparency and fairness. If you need further assistance with your repair, please contact us at 1-888-678-3688 or visit the ASUS Support website at To give a quick explanation of how the situation got to this point, Asus was the subject of a video by GN, bluntly titled:"Asus scammed us." Except with more capital letters.
They had paid around $2,000 for the card and were now being asked to cough up nearly $2,750 to have the thing repaired. The fact that Asus is refusing to acknowledge any problem directly, and is instead just calling it an issue of misunderstood communication feels wide of the mark. And, honestly, makes me feel pretty uncomfortable about recommending Asus products right now. Which is a shame, because we do like the things it makes, but when we can't be confident that any problems will be dealt with professionally and succinctly, it makes it a tough call for us.
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