ASUS does not honor it's warranty

[JohnK]

Bought a Prime B450M-A II motherboard from Cyberpuerta, the NVMe is not recognized at all, Jhon_M at Asus diagnosis was to RMA using # N2308034445-003! Asus states I must use Cyberpuerta for warranty, yes I have sent the pictures and serial # M4M0KS022593HFV using Kingston NV1 NVMe M.2 / Ryzen 5 5500 / DDR4 3200mhz Adata / GTX1650 / 650 watt PSU. This mother board failed due to Bios not recognizing the NVMe. I have been asked the same questions over and over again. Type them up on a word document with all info sent this to both Asus and Cyberpuerta, still delaying and asking the same question, what M.2 SSD are you using it's might not be compatible??? I have had this system since late May 2022 it's worked up until now!! Due to the stall tactics used and 7 weeks later!! I have stopped trying for any warranty services! I bought a MSI motherboard and have given up on Asus services! They have wasted my time and resources!!! It appears by your actions there is no warranty services!!! Thank you for your time. Please note that all ASRock motherboards are ASUS

 

[datnoz]

Please note that all ASRock motherboards are ASUS

what do you mean by that ??
are asrock mobo manufactured in the same factory as asus ones ??

 

[Bill_Bright]

Please note that all ASRock motherboards are ASUS

No they're not. While they both have the same parent company, ASUS does NOT make ASRock boards.

 

[datnoz]

No they're not. While they both have the same parent company, ASUS does NOT make ASRock boards.

Oh ok

 

[CrAsHnBuRnXp]

Ive always held the impression that warranties are scams anyway. Id rather just turn around and buy a new one and only have to wait a couple of days rather than weeks for a replacement. Warranty work is such a hassle.

 

[Konyalee]

Bought a Prime B450M-A II motherboard from Cyberpuerta, the NVMe is not recognized at all, Jhon_M at Asus diagnosis was to RMA using # N2308034445-003! Asus states I must use Cyberpuerta for warranty, yes I have sent the pictures and serial # M4M0KS022593HFV using Kingston NV1 NVMe M.2 / Ryzen 5 5500 / DDR4 3200mhz Adata / GTX1650 / 650 watt PSU. This mother board failed due to Bios not recognizing the NVMe. I have been asked the same questions over and over again. Type them up on a word document with all info sent this to both Asus and Cyberpuerta, still delaying and asking the same question, what M.2 SSD are you using it's might not be compatible??? I have had this system since late May 2022 it's worked up until now!! Due to the stall tactics used and 7 weeks later!! I have stopped trying for any warranty services! I bought a MSI motherboard and have given up on Asus services! They have wasted my time and resources!!! It appears by your actions there is no warranty services!!! Thank you for your time. Please note that all ASRock motherboards are ASUS

Hi, I just looked up your motherboard and it supports up to PCIe 3.0x4 lanes and you are trying to install a SSD that requires at minimum PCIe 4.0x4 lanes. My suggestion to you is either swapping the motherboard for a one that supports PCIe 4.0 lanes or getting a SSD which is PCIe 3.0.

Obviously swapping the SSD would be much easier both time and price wise.

 

[Double-Click]

^ Just because the board is PCIe 3.0 doesn't mean it won't work with a PCIe 4.0 NVME, it would just run it at 3.0 (it's backwards compatible).
I'd try another NVME just to make sure the drive itself isn't DOA, if nothing after that then yea - it's the board.

 

[kapone32]

One of the first Threads that I posted was a rant about Asus warranty service. As a result I don't buy Prime boards. If you were in Canada I would send you an X570 board that I have sitting around.

 

[evernessince]

Ive always held the impression that warranties are scams anyway. Id rather just turn around and buy a new one and only have to wait a couple of days rather than weeks for a replacement. Warranty work is such a hassle.

Warranties are not scams in any country where warranty enforcement is given reasonable legal weight. You don't always have to wait a significant amount of time for a replacement either. I can't tell you how many times I've used Dell's 2 day premium monitor warranty back when I had an ultra sharp. They'd ship your replacement to you in 2 days and include a return label for the old monitor. Valve had my replacement Index to me within a 4 days as well.

At the end of the day you as a customer have a lot of control over what kind of warranty service you are receiving. You can vote with will wallet and companies will be forced to change as a result. It's a little bit harder in the PC space as most of the companies are scummy as heck but there's always the option to abstain or stretch upgrades.

 

[bonehead123]

Just because the board is PCIe 3.0 doesn't mean it won't work with a PCIe 4.0 NVME, it would just run it at 3.0 (it's backwards compatible).

^^THIS^^

My kids are both using gen 3 boards with gen 4 drives nottaproblemo, albeit at the lower speeds, but their boards are from MSI & Gigabyte

I swore off AsSus's stuff a long time ago due to their crap build quality, repeated parts failures, AND horrible, nearly non-existent customer service

 

[kapone32]

Warranties are not scams in any country where warranty enforcement is given reasonable legal weight. You don't always have to wait a significant amount of time for a replacement either. I can't tell you how many times I've used Dell's 2 day premium monitor warranty back when I had an ultra sharp. They'd ship your replacement to you in 2 days and include a return label for the old monitor. Valve had my replacement Index to me within a 4 days as well.

At the end of the day you as a customer have a lot of control over what kind of warranty service you are receiving. You can vote with will wallet and companies will be forced to change as a result. It's a little bit harder in the PC space as most of the companies are scummy as heck but there's always the option to abstain or stretch upgrades.

Some Companies were known for undesirable Warranty service. Newegg was really bad after they got new Owners until Gamers Nexus called them out. Now they are much better. MSI was pretty bad too but they are better now that people complained for weeks on their Gaming Livestream about it. Asus has always been desultory for lack of a better word. As an example I had the X370 Prime and when I sent it in for service they wanted to charge me $125 each for the plastic stand offs that you had to remove to install the cooler (most) anyway that I forgot to put back. In Canada I could take Asus to court but we would need a class Action law suit to make any kind of movement. So basically Strix and above should be where you look at Asus. TUF is ok but not better than Strix. A post code is your friend. Do not buy Prime. That is just my opinion.

 

[Bill_Bright]

Playing devils advocate here - sadly, there have been and still are many consumers who abuse the warranty system too. For example, the user may break the product through abuse, accident or just plain negligence, then return the product claiming it was defective when they opened the box.

Or they buy the product for a one-time event, use it, then return it saying they didn't like it. The company is hosed because they cannot sell the "open box" item as new. This happens a lot with fancy clothes.

I'm just saying, there is lots of blame to go around.

A couple other points we must remember.

1. A warranty is NOT an indication of quality or longevity. It just means the company is "betting" the product will last at least 1 day longer than the warranty period. The company is also betting the profits earned through the number of units that exceed the warranty period will easily offset the costs of those that are returned or have to be replaced or repaired under warranty.

2. A warranty is a "marketing" feature, used by companies to entice customers to buy their products instead of the other guy's.

3. Companies know how they handle warranty requests is a big part of how a customer rates that company. Whether or not the company cares or not is another matter.

 

[80251]

I always thought of Asus as top tier gear, so it's disappointing reading about their meh warranty service.

The only Asus product I have is my monitor, there weren't many Gsync capable monitors back when I bought it. It supposed to be sent back to get a firmware update but from what I've heard you don't get back the monitor you sent in and so it's a crap shoot as to whether or not you get more dead/stuck pixels or less.

My old ATI 9800 Pro won't run in any of my PCI gen3 motherboards unless I manually set the PCIe slot to 2.0 gen. in the BIOS.

 

[evernessince]

Some Companies were known for undesirable Warranty service. Newegg was really bad after they got new Owners until Gamers Nexus called them out. Now they are much better. MSI was pretty bad too but they are better now that people complained for weeks on their Gaming Livestream about it. Asus has always been desultory for lack of a better word. As an example I had the X370 Prime and when I sent it in for service they wanted to charge me $125 each for the plastic stand offs that you had to remove to install the cooler (most) anyway that I forgot to put back. In Canada I could take Asus to court but we would need a class Action law suit to make any kind of movement. So basically Strix and above should be where you look at Asus. TUF is ok but not better than Strix. A post code is your friend. Do not buy Prime. That is just my opinion.

Newegg got in trouble for knowingly selling broken products and making it hard for customers to tell if they were buying a "refurbished" product. It's the manufacturer that provides the warranty for a product, not the retailer. In the case of newegg it wasn't a warranty issue but in general just illegal business practices.

 

[LabRat 891]

If you want action. Go to social media, not enthusiast forums.
(People like me are already well-aware of Asus, MSI, and Gigabyte's tomfoolery)

Old-internet 'manners' say that this kind of 'whining' is looked down upon.
However, whining on social media these days can actually do stuff. (Good, or bad).


Also, ASRock and Asus haven't been any-way related for decade+. They may share some suppliers but, AFAIK they've been entirely separate companies for ages.

 

[Shrek]

This mother board failed due to Bios not recognizing the NVMe.

Tried the lastest BIOS?

PRIME B450M-A II - Support (asus.com)

 

[notaburner]

I always thought of Asus as top tier gear, so it's disappointing reading about their meh warranty service.

The only Asus product I have is my monitor, there weren't many Gsync capable monitors back when I bought it. It supposed to be sent back to get a firmware update but from what I've heard you don't get back the monitor you sent in and so it's a crap shoot as to whether or not you get more dead/stuck pixels or less.

My old ATI 9800 Pro won't run in any of my PCI gen3 motherboards unless I manually set the PCIe slot to 2.0 gen. in the BIOS.

All companies have good or bad products. Asus makes plenty of budget crap and also produces quality high end stuff. These companies make way too many products to give a blanket recommendation based on the brand name alone.

 

[Carlyle2020hs]

Yeah quality high end stuff. Like all z690 and z790 boards with faulty intel 2.5 Gig NICs. Same goes for the upcoming refresh boards. I had to sell my apex because of this.
Or do you mean all 3000 and 4000 GPUs that coil whine like no other brand?

Maybe you mean the handheld with the card reader next to a vrm whilst releasing it on april fools day?

Asus boards often don't even manage proper compatibilty with NH-D15s and Artic Freezer IIs.

Or choosing to shrink a PCH heatsink to make room for a colour matched cable binder, like on the z690 strix D4?

 

[Mr.Malik]

Did you insert the M.2 SSD all the way in? Because you can insert them wrong.
It needs to "plop" deep into the socket, until the socket covers the contacts entirely.

 

[jon_joy_1999]

It's the manufacturer that provides the warranty for a product, not the retailer.

Actually the party responsible for handling warranty claims is dependent on the agreement between the manufacturer and the business selling the product. It is possible for all warranty claims to go through a seller and not the manufacturer.

When dealing with warranty issues, you should always go to the retailer first, and if the retailer can't resolve your issue, then you go to the manufacturer.

 

[evernessince]

Actually the party responsible for handling warranty claims is dependent on the agreement between the manufacturer and the business selling the product. It is possible for all warranty claims to go through a seller and not the manufacturer.

When dealing with warranty issues, you should always go to the retailer first, and if the retailer can't resolve your issue, then you go to the manufacturer.

It's not super relevant given that my comment was referring to newegg and specifically their anti-consumer practices in the US. Newegg does not warrant other vendor's products in the US and it does not even warrant it's own house brand Rosewill. The company itself does that separately.

I think general advice when looking to file a warranty claim is to contact both the manufacturer and retailer as the OP did. Going to the retailer first might be advantageous in Europe but in many other countries like the US they will simply tell you to contact the manufacturer. You can get a return within 30 days but that's materially different than a warranty claim. At the end of the day laws varies a lot by country and it's best to tackle a problem from all angles.