A customer RMA’d their ROG Ally handheld console for a faulty joystick replacement - only to have Asus refuse warranty repair due to a tiny scratch on the top of the device.
Asus then invoiced the customer $200 to carry out the joystick repair outside of warranty, or have the handheld console returned to them in a disassembled state.
Pretty low from Asus in my opinion 🤦♂️ can’t say I’m a fan of supporting a company who treats their customers like this.
Louis’ video is related to other coverage on this by the Gamers Nexus channel, which covers this in much more detail.
they had to disassemble it before seeing the scratch? how can they prove they didn’t put the scratch there during disassembly?
I think they look for any sign of it being opened by the user as an excuse to invalidate warrantees. Most won’t know their rights enough to know that’s bullshit, nor would most even understand what the purported problem is in the first place.
Still doesn’t explain why they took it apart
Not sure I follow. Doesn’t explain why the customer took it apart, or why the customer service took it apart?
The customer verified that they sent it with that minor cosmetic damage, because they very thoroughly photographed it before sending it in