ASUS Computer ASUS ASUStek ASUS Computer INC Failed to uphold warranty by citing customer damage that did not exist prior to shipping for service
I had purchased an expensive $500 gaming monitor. Within 4 months of owning it, there was a dead pixel on the screen. I opened a support case with ASUS, and sent my monitor in for repair. As ASUS provided the label, I was not able to add insurance to my FedEx shipment. Upon arrival at the service facility, ASUS rejected my monitor's warranty claim, citing "User Damage". User damage did not exist on this monitor prior to sending it in. I have photos taken directly before shipping that are clear and show none of the indicated damage.
I requested that ASUS file a claim against the shipper, as the damage had not existed prior to shipping. They declined my request. I then reached out to the CEO's office to explain my situation and look for any sort of help, and received none. After a lengthy delay, I was told that it was user damage and I could pay to fix it. I was appalled, and rejected their charge. They are now sending me my even more-broken monitor home.
They DO NOT HONOR THEIR WARRANTY, and will DAMAGE ITEMS in order to justify charging absurd service rates. ASUS has lost me as a lifelong customer, and I am actively advocating against purchasing their products.