NEVER buy Asus prodcuts

[OilSheikh]

I bought an expensive Asus router and it became faulty after a year. WiFi speed was awfully slow.
I approached Asus and they refused to RMA the router. They asked me to contact the purchase place. Now, I bought it NEW from a 3rd party seller on Play.com and they no longer sell there. I went straight to this 3rd party's website and obtained their contact details. I emailed them but they never responded.

I contacted Asus again and explained my situation and they have since ignored me.

The warrantyon the product was for 2 years.

[Spreadie]

Asus customer service has been terrible for years - at least as far back as Sandy Bridge - count yourself lucky you've gotten this far without being bitten.

If they are unwilling to honour a warranty, contact trading standards.

[kalniel]

In the UK isn't your contract with the retailer, not manufacturer?

[DDY]

If the router was £100 or more and you paid by credit card, you can make a 'section 75' request for a refund.

Also, there's 'chargeback' to make use if the value was less than £100, or if you paid by debit card.

[DanceswithUnix]

ASUS customer support have been letting them down for years, though they usually get there in the end for me. In this case I think it says as much about why play.com went from my first choice to last choice in retailers.

[Ttaskmaster]

In the UK isn't your contract with the retailer, not manufacturer?

Yup.

[Pob255]

In the UK isn't your contract with the retailer, not manufacturer?

Yup.

Yep,

What's more, some manufacturer's warranty the retailer not the end customer (ie you)
So the manufacturer's warranty is not from when you bought it but from when the retailer bought it from the manufacturer and if it's been sat unsold on the retailer's shelf for a year . . .

[GoNz0]

I have quite a lot of Asus kit but I won't replace it with Asus again due to the pee poor CS, no UK forums, Uk support are basically a bunch of useless morons that appear to have no training in the products they support, best I ever get is "we will contact Taiwan as we don't understand your request"
The US support rep "Raja" is a complete toss pot and has to be the rudest rep I have ever dealt with.

It got to the stage where I started to mod my own BIOS to make it stable as they insisted on using outdated intel raid drivers and dodgy network support.

The routers were fantastic but they refuse to make region specific models and locked down the bootloader, the ones I have do not have encrypted bootloaders and I managed to mod those to function properly as well, thank god for 3rd party Merlin firmware.

[carved_eye]

In the UK if you purchase an item and it has a fault and is under 28 days then you can return it from the shop you bought it from, if its after 28 days Then it must be sent to the manufacturer as the Warranty/Guarantee is a Manufacturer Warranty/Guarantee.

[shaithis]

Their high-end mobos have numerous dry solder issues that they never want to address also. (Google Asus rampage hair dryer fix for instance)

I've seen their GPUs fail a lot more than non-Asus (although that may be a statistical anomaly but I am still very wary of them these days)

And yes, UK support is poor at best.

[virtuo]

I've been happy enough with my aging ASUS motherboard, but with the increasing number of scare stories I'm seeing across the entire range of the product portfoliio and CS nightmares, I'll certainly be looking elsewhere for my next upgrade.

[GoNz0]

In the UK if you purchase an item and it has a fault and is under 28 days then you can return it from the shop you bought it from, if its after 28 days Then it must be sent to the manufacturer as the Warranty/Guarantee is a Manufacturer Warranty/Guarantee.

[Ttaskmaster]

In the UK if you purchase an item and it has a fault and is under 28 days then you can return it from the shop you bought it from, if its after 28 days Then it must be sent to the manufacturer as the Warranty/Guarantee is a Manufacturer Warranty/Guarantee.

Nope.
Consumer Rights Act 2015, basically.

30 days, within which any faulty goods entitle you to an immediate refund from the retailer.
Up to 6 months it's repair or replace, which I believe is still at the discretion of the retailer, or a refund if neither can be done.
After 6 months it's highly likely you'll have to prove you didn't damage it, at which point the above then applies. At this point, the manufacturer's warranty is usually the better option, as definitive proof can be costly for you.
Up to 6 years after that, it's down to how long the item lasts, vs how long it can reasonably be expected to last.

The retailer does NOT have to send it away to decide between repair, replace or refund. Your contract is with the retailer, NOT the manufacturer. They might have to send it off for repair, but anything else is the retailer's problem and they should sort you out first, before then taking up their own losses with the manufacturer separately.

Any free manufacturer's warranty or guarantee is an extension to your Consumer Rights, though and harder to enforce. Paid warranties are easier, as they're actually a separate contract with the warranty operator.

[Millennium]

Looks like Asus is off the table now.

[Pob255]

Consumer Rights Act 2015, basically.

30 days, within which any faulty goods entitle you to an immediate refund from the retailer.
Up to 6 months it's repair or replace, which I believe is still at the discretion of the retailer, or a refund if neither can be done.
After 6 months it's highly likely you'll have to prove you didn't damage it, at which point the above then applies. At this point, the manufacturer's warranty is usually the better option, as definitive proof can be costly for you.
Up to 6 years after that, it's down to how long the item lasts, vs how long it can reasonably be expected to last.

The retailer does NOT have to send it away to decide between repair, replace or refund. Your contract is with the retailer, NOT the manufacturer. They might have to send it off for repair, but anything else is the retailer's problem and they should sort you out first, before then taking up their own losses with the manufacturer separately.

Any free manufacturer's warranty or guarantee is an extension to your Consumer Rights, though and harder to enforce. Paid warranties are easier, as they're actually a separate contract with the warranty operator.

This! This in a nutshell.

On a side note I've never had an issue with Asus motherboards or graphics cards, but I never buy their top of the line gaming stuff, the mid range stuff has been solid, I've had more issues with MSi than I've had with Asus

[Ttaskmaster]

Looks like Asus is off the table now.

Why?
I build systems for other people sometimes. Plenty of them with all manner of Asus kit and zero problems so far... not counting user error!

But as mentioned above, Asus can quite reasonably send you to the retailer if your contract is with them instead... and if it's a warranty thing, then the Trading Standards' free advice lines will be your best first resort, before you go chasing CS down.