97hummer

I've also gotten this response when getting a new monitor sent to me and it's very much confusing especially when you don't trust them. But they're not consistent because the last time I sent my monitor back for replacement they didn't email me until a couple of days after they shipped my replacement and it was just a generic one with the tracking. I was getting very concerned knowing they normally did email you and with my history dealing with asus.

So it's been a long time since I originally posted here about my issues with Asus and wanted to give a final update on what happened since it ended up taking 14 months to mostly resolve the RMA. I ended up getting a model change to a full size 27” desktop monitor after having several replacements for the portable monitor that I bought. It was my choice to pick a full size monitor but in reality I didn't want a full size monitor but chose it in hopes I would have better luck with it and put this year long nightmare to an end and not end up with nothing. What happened over the last several months is Asus offered me another replacement but this time as a “curiosity” even tho they had yet to send me a monitor that was even close to acceptable quality. I'm not even trying to be picky because what I got was monitors that had the worst backlight bleed I have ever seen (I'll attach a pic showing it but it's honestly not as bad looking as it was in person) and problems with the headphone jack. Because it was a “curiosity” and not knowing what would happen if I got another bad one I thought I should push for a different model this time and they agreed to it. But it fell apart after that. At first, they got the RMA all messed up because they set it up to put a hold on my card for the full value of the monitor but I agreed to send mine back first to not do the hold and then second it was for the same model replacement. That took some time to sort out but after it was they started offering me different models for replacement and after like a month going back and forth they asked what model I would like. It took me a few days to think it all through and I emailed them the model I would like to get (just to be clear I emailed the model and gave the reason for my pick and asked if it was okay and did not demand it) but I never got a response for a month but when they did email they ignored the last email with the requested monitor and set up an RMA for the original model again and again wanting to put a hold on my card. Getting that all sorted again took a while and then they finally did email me offering the monitor I requested so I quickly accepted it. But when I went to ship my monitor to them the FedEx shipping label they provided was invalid and I had to 3 different times (1 email and 2 chats) while providing screenshots of FedEx website until they finally sent me a new label instead of the same shipping label link taking. One chat agent did say they had been having that problem. After all that I finally got a new monitor at the beginning of September and 14 months later that I can at least use. But I'm still unfortunately dealing with Asus as I was told they could extend the warranty to cover the time lost on it for me but only after I got the replacement. Well they have only extended it 6 months and when I said 6 months wasn't long enough since they made this take 14 months I got this email on the 16th. “Even with the high importance ASUS places on quality, at the end of the day, our units are very complex technical products that can sometimes malfunction on the hardware side.We are sorry that this appears to be the case with your unit, but we will gladly complete the repair. Upon checking here, we were able to provide a 6-month warranty extension. Apparently, that's the only extension that we can provide, as we do not offer warranty purchases.” I immediately replied back with a big email explaining everything they had done and why this was really a customer service problem. I have gotten 2 emails since then First email on the 17th. “We understand that the 6-month warranty extension was not enough. We understand that this is frustrating and we want to assure you that we understand the importance of this issue. We are currently working with our Technical Support Department to determine the best next steps for resolution.” Second email on the 21st. “We are still waiting for the response of our Higher Management for the concern of yours regarding about the warranty extension. We do apologize for the delay.” I'm now just waiting to hear back if they will extend my warranty beyond 6 months and get anywhere close to 14 months. But now at 15 months not being fully resolved and I know this take time but I feel like this point they should be on it and had an answer already.

Maybe the warranty is different on the motherboard but when I needed a replacement monitor after Asus damaged mine they offered me different models because the same model wasn't in stock but I didn't take them up on any of the offers. But after having several replacements of the same model that all had flaws/issues I asked to get a different model replacement and that had to be allowed by the upper level support and it was. Just now it's taken months to try and get a different model and they can't seem to get their game together. So unless the warranty is different for the motherboard I don't understand why they told you that while that was never a problem for me. Now 1 year and 1 month into this RMA though and no end in sight.

It does seem like our router is back to normal as have not experienced an issue in over a day now . But I still have a bit of an issue with Asus response, they say they found it during routine maintenance. Like ok but everyone else saying it happened from a bad update done by asus so it sounds like they're not quite wanting to say “hey we messed up and we're getting this fixed now”. Idk but that attitude is just something seeing a lot of and with my personal experience with them doing the same it's eroded a lot of trust with that attitude alone. Update. I spoke too soon about the router being fixed. I had to be reset again and now we have no upload. I have tried everything to verify it's just the router causing the problem and it unfortunately is. After each reset it's getting 0.50 upload then after about 10 minutes it's down to 0.02 upload before it goes to 0.00 upload.

So I'm back again but unfortunately with another concern with Asus and this time with their routers. We have an Asus RT-AX3000 router that's about 2 ish years old. This entire time it's actually been rock solid and the best router that we've had, but 2 days ago it had a problem saying there was an DHCP failure and to call my ISP, so first thing I did was just reboot the router and that fixed the problem. I thought it was probably a one time glitch since it's been so solid but then hours later it happened again and again reboot fixed it. Then it happens several more times over the last 2 days to the point it's getting annoying and was going to call the ISP until I read Reddit (thank you Reddit) and found out this was Asus at fault. I'm pretty tech savvy but I'm not totally sure what is going on and Asus hasn't been very clear about what has happened. What it looks like (from reading the Asus subreddit) is Asus pushed some update to routers that is bugged causing the router RAM to run out of space so the router can no longer deal with the DHCP leases causing the router to lose connection with the internet. Asus says it's fixed and to reboot your router or you might have to reset the router entirely, but looking at the subreddit I'm not sure it is fixed yet and can't say if mine is fixed yet or not. This has been hard because of needing reliable internet with working at home and not knowing if the internet could stop working at any moment. That's why I had auto firmware updates off so I could update when the time was right for me and could deal with any possible problems that came with it. Now for my concerns. I have auto firmware updates turned off so I don't understand is how Asus is updating my router when auto firmware updates are off. Looking at the subreddit they could even be updating other pieces of software on it like the trend micro Ai network protection (even when not used) without my knowledge, so again concerned since didn't know it was doing that. But again Asus is not clear about this stuff and I had no knowledge of it happening. Also I did not know my router was communicating with Asus servers at all and thought that would have only happened when it updated. So now I'm concerned about what else is my router communicating with Asus about and is it sending any information back to them. I did find in the router logs showing it was doing an auto firmware check even though it's still turned off. I'll attach a pic. Subreddit where people are talking about what happened.

I thought I would give a small update on my RMA but also bring to light something Asus did to me that I think was an attempt to make me not talk about any of this. RMA update. It's now over 10 months since I opened the first the RMA and I still don't have a working product. Currently trying to get a different product sent to me because the XG17AHP (portable gaming monitor) seems to have bad QA issues after already having multiple replacements. On April 19th Asus offered me a ROG Strix XG27UQR (a full size 27” monitor). I debated taking it just so the nightmare would be over but turned it down because it's a 4k monitor that I really don't want and wouldn't work well with my GTX 1060. On May 2nd Asus offered me a ROG Strix XG17AHPE. That's the same monitor I have problems with QA issues with the only difference being it doesn't come with its special tripod stand. So I turned that down but I can't put into words how aggravating this process is. This is where things currently stand, just waiting to see what else I might get offered. I'm definitely in a hard spot tho because the product I wanted has problems and it looks like I'll end up having to take something I both don't want and don't need. Now for what I would like to bring to light happened during the second FedEx claim. This is a quick run down for what you need to know. When Asus was sending a replacement monitor (after waiting months) they put the wrong name and address on the box sending it to someone not that terribly far from the service center in California but I live in Pennsylvania. On the day of delivery, I talked with Asus as soon as I saw it was going to the wrong place and Asus told me to call FedEx saying it was my package even though it was their shipping label. There was nothing I could do since like I said wasn't my label and wasn't even my name or address. Instead of taking responsibility, Asus blamed FedEx when it got delivered to the wrong person. But because I talked to FedEx I found out what asus had done and told all that to Asus but they still blamed FedEx. This is what I would like to shine light on. When Asus opened the claim with FedEx they sent me an email saying if FedEx denied my claim they wouldn't send me another one (see attached picture #1) even though Asus was at fault and I had told them what happened hours before that claim was opened. When I got that email I immediately called and talk to a supervisor. I told the supervisor everything and stated that Asus is responsible for sending me another replacement because Asus is at fault and did say how I would have to get a lawyer if I didn't get a replacement since they messed up. I did speak nicely but was firm and to the point. A couple of days later Asus sent me an email and it had a large disclosure on the email (see picture #2) saying the emails are “off record” and that I need “written consent” to post anything. That is much different than the normal disclosure (see picture #1) and sure seems like the larger disclosure was manually added since the normal disclosure included in all their emails was still on that email just further down. I never did agree to those disclosures but to add that large disclosure to an email right after I found you're at fault for something you want to blame on FedEx and called you out on it sure seems like a scare tactic to me. Also FedEx did end up accepting the claim and it was for $100. So Asus wasn't going to send me another replacement monitor worth $569 unless they got paid $100. That is on top of the fact they're at fault for sending it to the wrong place but still really wrong on it's own be that cheap and try to get out of RMA that way. To sum it up. If I said I regret that purchase that would be an understatement.

I know this thread isn’t exactly new but I’ve been dealing with ASUS now for about 10 months trying to RMA a monitor. Asus did damage my monitor and they did blame FedEx. I sent my monitor in twice and each time it came back with more damage that was very obvious caused by them. It had scratches on the metal, plastic parts that were bent out from the screen and more. After it came back the second time and I complained to them about all the damage they immediately said it was shipping damage and I told many people it wasn’t shipping damage but each one just would ignore what I said and continue on with saying it was shipping damage. The problem is for mine anything FedEx could have done wouldn’t have caused the type of damage it was. But Asus made me send in pictures for a FedEx claim and told me they wouldn’t fix it unless FedEx approved the claim. I got lucky because FedEx approved my claim. But Asus did not actually repair it after but instead made it worse and had to offer me a replacement and I’m now on replacement number 3 and still not had one without problems. Something I did find is Asus isn’t adding extra insurance to the packages they sent me so they only get the default $100 FedEx insurance claim. So they refuse to fix or replace things unless they get the $100 from FedEx. So to me it seems like an easy way out for them to refuse to take responsibility for their actions.

To me that’s already possible and has been for long time, but that will be down to the individual players. My favorite game is Rimworld with its basic graphics and it’s not very well optimized but it doesn’t need to be any better to me as I enjoy every bit of it as I make my own stories.

Hi. I unfortunately have a complaint towards ASUS because of a 9 almost 10 month RMA. I’m asking that maybe you would reconsider having ASUS as a sponsor until their RMA process has been fixed (or at least their portable gaming monitors). I understand you need the sponsors but with the situation maybe you would reconsider it. I'm going to keep details as light as I can, but it's still been a long and very ugly process. I have tried my best and been very nice with them. But things have just hit a point I feel I need to speak out. I have an XG17AHP portable gaming monitor that has turned into a nightmare. I opened an RMA on June 31st 2022 on the website after not having it that long because of a very loud buzzing/humming noise (like old electronics) from the headphone jack on the monitor. That was all that was wrong with it at the time and I didn't even have it very long and been very little time with it since that first RMA. 1#. The first time sending it in was simple, I followed the instructions (including writing on the paper they provide to put in the box saying what is wrong) and shipped it using the using the provided shipping label. Once they received my monitor they emailed me saying they couldn't find anything wrong with it. I contacted chat support explaining what was wrong, so they looked at it again and found the issue, and replaced the main board. When I got the monitor back the headphone jack didn't work at all anymore and now there was backlight bleed from the LCD. I did try troubleshooting the headphone jack as much as I could but the monitor didn't even recognize anything being plugged into it. 2#. I contacted the chat support and explained the problem (I believe I mentioned the backlight bleed on the LCD, but it's been too long) so the agent opened another RMA. After they received it they again couldn't find anything wrong with it even though the headphone jack was dead. So again contacted them to explain what the issue is and have them look again, and again they found it and replaced the main board. When I got the monitor back I couldn't believe what I found. Immediately I could see that they had damaged my monitor. The bezel was bent out away from the screen, there were scratches, some things were dented from them fixing it, and even some metal was bent. Then once I turned on the monitor I found it had really bad backlight bleed (did not have prior to the first RMA) along the bottom where the bezel was bent out and the headphone jack worked but had the buzzing sound again (just not quite as bad). This is when it starts getting more ugly. 3#. Again I contacted the chat support and explained the issues and the damage. Because of the damage they immediately pushed it as “Shipping damage” and wanted to open a claim with FedEx. I kept saying this was not shipping damage because it was impossible with the type of damage and the box was in perfect condition. They ask me to send pictures of the damage in an email. At first they don't see any damage and made me send it again. So I sent them again with everything highlighted and numbered with will explanations of the damage. At this point, they tell me something terrifying. They say they won't fix my monitor unless fedex approves “my” claim for the damages even though it's so obviously not shipping damages. Days later I found out I got lucky FedEx did approve the claim so they would fix my monitor. Because of the previous problems I asked them before sending it in if everything would be fixed and they said that it would be. So I shipped it to them. Once they received it the only thing they found wrong and fixed was a shiny trim piece that was dented. I argued to have the rest fixed but they said they didn't find anything else and sent it back. When I got it back the headphone jack still had buzzing and the lightbleed was even worse than it was before. 4#. At this point, it's now the beginning of October, and my monitor is damaged and still has the original problem. I contacted them day I got it back since it's not fixed and they responded with an email telling me that there wasn't any other problems found and gave me a link to a YouTube video showing my monitor being tested. Problem is they test audio problems by connecting it to a sound bar in a loud warehouse. So it would be near impossible to even find the problem. I kept pushing on them how it's not fixed so they aggred to a replacement this time because it's had so many RMAs. Then they tell me that I will receive a shipping label once the replacement is allocated. Days later I get the shipping label so I send it in thinking a replacement is ready. Once they receive my monitor they tell me that the XG17AHP (the model I got) isn't available and will offer me a different model. They offered me an “upgrade” XG27AQ a full size 27” monitor that was worth $3xx at the time compared to my $569 portable monitor, that I didn't have for very long. After emails back to them complaining how that wasn't an upgrade and half a month goes by they offered me the XG27AQM-G. While it was actually worth more money than mine it's not even close to what I bought and has a color theme (purple and green) that I honestly can't stand to look at. After I think another month goes by going back and forth in emails they offered the XG17AHPE. It's basically the same as mine without the stand and I was going to take it, but then I asked about the warranty covering the stand (impossible to find a replacement stand and $100 upgrade so warranty mattered) on mine since that replacement doesn't have one, but they never could answer that question. So I put my foot down and said I would only take the XG17AHP and accepted it would take time till it was back in stock. In the meantime, I tried getting a refund but they wouldn't give me one either and I even offered it as an easy out so this could be done. It's now the end of December and I'm incredibly sick with covid and I see that the monitor is finally in stock so I contact them to tell them how it's in stock so send me a replacement. They respond that they were looking into it, but more than a week goes by without anything from them before it sold out without a replacement being sent. At that moment I'm still really sick and now upset since it feels like I'll never get a replacement. Now this part is the worst of all. Fast forward to mid to late Jan, they tell me they “found” a monitor and will be sending it out after their facility “tests it”. After 2 weeks it's shipped out and I check to see when it will be delivered. Come the day it's be delivered I check tracking and see it's in California and out for delivery but problem is I live in Pennsylvania. Immediately I contacted ASUS who told me to contact FedEx because it's FedEx that's messed up and ASUS wouldn't help me since it's my package. While I'm trying to get ahold of FedEx the package gets delivered but once I talk to them it gets weird. To keep it simple after talking to FedEx several times I found out the monitor was sent to someone with a different name and address because ASUS put the wrong shipping information on the box. I told all that to ASUS but they refused to admit any fault and blamed FedEx. Knowing that ASUS then filed a claim with FedEx and then sent me this email “Your FedEx claim has been filed and process time can be up to 14 business days. If the claim is approved then we will send a replacement to you, however if the claim is denied by fedex a replacement unit will not be shipped. You can contact us after several days and we will contact FedEx team to provide the status of your claim. Thanks for your understanding.” I'm not the only one this exact thing has happened to, on Reddit there are others ASUS has done this exact thing to. And they did the same thing by making a FedEx claim. I ended up getting lucky compared to the others because talking to FedEx later I found out they did approve the claim after just a couple of days but could not tell me what the claim was by ASUS. I had very little I could do because to FedEx it wasn't my package and I wasn't the shipper. (Edit: I wanted to clarify something here. Asus had my monitor for months when this happened. So if that Fedex claim was denied I wouldn’t have my original monitor or the new monitor and speaking to an Asus supervisor it doesn’t seem like they would have done anything after that for me.) It then took ASUS about 2 weeks to tell me the claim was approved and that they would send me another one. But that's twice now I've gotten lucky with FedEx approving a claim but neither one was the fault of FedEx and both times I told many different people at ASUS but they all wanted to blame FedEx. Neither one was a misunderstanding as I made it very clear what happened to several people at ASUS but the response was the same by ASUS and a clear policy they have. After another 2 weeks they finally sent me a replacement monitor and it finally came! I was so happy thinking it was finally over but I turned it on to discover the worse backlight bleed I have ever seen. The headphone jack worked perfectly but the backlight bleed was so bad there was a doughnut on my screen of light and it was nearly to the center of the screen. 5#. Did the usually chat support who opened an RMA. After about 2 weeks it was ready so I sent mine in and they sent the replacement. It was rather uneventful for the first time. When I got the replacement tho it again had really bad backlight bleed and the headphone jack was buzzing again. A $90 LG monitor I got several years ago has far less backlight need than this does. So now on monitor 3 with still no monitor that is free of problems. 6#. Talking with support they couldn't just open another RMA because of all the previous ones and had to send it to the office of the CEO to see what they could do. Several days later I received an email saying they approved another replacement as a courtesy to me. But after thinking because of all the problems I decided to ask about maybe changing models. I spoke to a supervisor on the phone who was very nice and let me explain everything that has happened and he agreed the model change made sense and was going to request it from the CEO's office. I didn't hear anything for a while but then I get an email that my same model replacement is ready. It also was wanting to do a hold on my bank account for the $569+tax till I sent back mine, I had been doing the mail in and mail out process so I didn't have to do that hold because I send mine in first. I contacted support but they didn't understand what was going on because on their end it didn't show anything about that so they had me send screenshots to verify it was their email and it was their email. While on support they had me respond to the email denying the replacement so they could put in the computer the reason why. But they also told me that in the system it showed they were already allocating a different model replacement and dont understand why I got an email for the same model replacement. That was April 7th and was already supposed to be getting allocated and only take 7-10 total. This is now getting to current time. Things have turned into a mess. It's now been several weeks since I've been told that they started allocating me a different model replacement (I don't know the model and can only decide if I like it after it's ready) but it's only supposed to be 7-10 days. I keep having to send emails explaining I'm supposed to get a different model but it's not going anywhere. One email was just explaining how that's my same model replacement even though they were supposed tell me why I got that email, not what it was about. Then last Thursday I got an email they're looking into it, then today an email comes asking if I still need help with my XG17AHP. At this time it's been 9 almost 10 months and I don't see an end in sight and now have lost hope of even getting a different model replacement since it shouldn't take this long and they can't even figure it out. I'm getting emails asking if I need still help when I need a replacement and have many emails just previously about it and been waiting to find out from them about the replacement. I wish I never bought it and wish I could just get a refund, this has been an incredibly stressful and painfull process that I wish would end. I even know the names of some of the supervisors and chat agents. I did summarize a lot of this. If I left all the details it would be 3-4 times as long or more. I'm not even sure if anything can be done to help me at this point but I don't want to see anyone else in this situation but many are if you read the ASUS Reddit. So this is why I'm asking for you to reconsider them as a sponsor. There is also something that really bothering me. I found out the Fedex claim was only for $100 because ASUS doesn't add extra insurance. So ASUS wasn't going to send me another $569 monitor over a $100 claim. The others that this happened to didn't get as lucky as me with the claim and got denied. But was for a 1-2k$+ laptop and speaking to one of them ASUS told them to go to the house of who they sent it to by mistake (ASUS messed up address by a few streets over from them) and ask for it, that person did go and they did actually get the laptop back, but it's crazy for ASUS to even suggest such a thing. I have pictures and over 100+ emails from ASUS to back this up. If anything doesn't make sense ill be happy to clarify it. Thank you for your time reading this.

Would love the Blade 14. To replace my current laptop that's from 2009 and it makes a grinding sound when I turn it on, then the bottom of the screen doesn't work, and to make it worse, it has a AMD processor that gets so hot I could roast marshmallows over it! I prefer the blade 14 for its gtx 1060 then I could finally play Minesweeper!

This looks amazing! I always wanted something like this for outside. Love the idea of the "short throw", that way you don't need a lot of room. We have some LG products and have had no problems with them unlike some other brands, (Samsung) *cough* *cough*...