Bad experience I have with ASUS RMA, and I need some tips

[asdcorf]

I bought an ASUS Zephyrus G14 2022 last year in around July. However recently, it started to have major issues, such constant reboots when on battery, it being unable to get to Windows because of said reboots (those would happen even if the laptop was plugged in).Oh and another thing, trying to install Windows or really any other OS from an USB stick would lead to the same problem of constant reboots, regardless of if I was on battery or not.
So I decided to contact ASUS RMA, in order to have my problem fixed under warranty. However, that did not happen.
Instead, I got an email from them with an invoice where I had to pay around $96 in order to fix a problem that wasn't even there in the first place. The one that they mentioned on the invoice was "OS ERROR", but the problem is not with the OS, but rather with the laptop itself. So I emailed them, asking: "Hey, what does OS ERROR mean? Because the problem is not with the OS but rather with the motherboard itself."
The answer that I received was nothing short of awe inspiring: "we found a problem what was software related and we can resolve it by a reset of Windows, this handling has called OS error."
Now I have contacted them again, hoping to receive a more pertinent answer.
I also want to know, what do you think guys? What should I do? Should I even try to keep going further if they keep this up? Or should I just get it back and repair it myself?

[PcBeExpensive]

13 minutes ago, asdcorf said:

I bought an ASUS Zephyrus G14 2022 last year in around July. However recently, it started to have major issues, such constant reboots when on battery, it being unable to get to Windows because of said reboots (those would happen even if the laptop was plugged in).Oh and another thing, trying to install Windows or really any other OS from an USB stick would lead to the same problem of constant reboots, regardless of if I was on battery or not.
So I decided to contact ASUS RMA, in order to have my problem fixed under warranty. However, that did not happen.
Instead, I got an email from them with an invoice where I had to pay around $96 in order to fix a problem that wasn't even there in the first place. The one that they mentioned on the invoice was "OS ERROR", but the problem is not with the OS, but rather with the laptop itself. So I emailed them, asking: "Hey, what does OS ERROR mean? Because the problem is not with the OS but rather with the motherboard itself."
The answer that I received was nothing short of awe inspiring: "we found a problem what was software related and we can resolve it by a reset of Windows, this handling has called OS error."
Now I have contacted them again, hoping to receive a more pertinent answer.
I also want to know, what do you think guys? What should I do? Should I even try to keep going further if they keep this up? Or should I just get it back and repair it myself?

try to contact Asus more, from what I have had from them (with my mobo) has been really bad. They don't really help so sorry to say but thats probably a dead end. Still nevertheless contact them more, you never know if your a pain enough they might do something different. If you have any tech repair shops nearby it's worth giving them a call or maybe asking them to check it. They will probably still charge but alot less than 96.

[asdcorf]

4 minutes ago, PcBeExpensive said:

try to contact Asus more, from what I have had from them (with my mobo) has been really bad. They don't really help so sorry to say but thats probably a dead end. Still nevertheless contact them more, you never know if your a pain enough they might do something different. If you have any tech repair shops nearby it's worth giving them a call or maybe asking them to check it. They will probably still charge but alot less than 96.

So you mean that ASUS RMA is just completely garbage and there is most likely nothing I can do?

[Morgan MLGman]

5 hours ago, asdcorf said:

So you mean that ASUS RMA is just completely garbage and there is most likely nothing I can do?

I wouldn't say so. I had an issue with my Zephyrus G14 (2021). Turned out the issue was caused by a faulty Nvidia RTX 3060 graphics card - they replaced the motherboard and returned the laptop to me in less than a week with no cost. Admittedly they did fail to properly connect the keyboard backlighting, but it wasn't a problem for me to open the laptop and plug it in. Would be a much bigger issue for someone with no tech knowledge.

It may be that your regional ASUS department is incompetent, maybe try doing the RMA via the retailer that you bought the laptop at? That should also be an option.

[PcBeExpensive]

On 3/17/2023 at 9:12 PM, asdcorf said:

So you mean that ASUS RMA is just completely garbage and there is most likely nothing I can do?

not RMA. But there support email thing from my experiences is garbage. Not sure about RMA.

[Yeroh]

If you keep having these issues, be persistent.

 

I had a G14 briefly last year and had lots of problems with it. They ended up replacing the mainboard twice and the notebook lid once before I ultimately ended up getting a refund. I would advise you to put stronger emphasis on what the actual issue is though, and if possible simply reset it to factory condition before returning it (so that you can avoid any misconception about your problem possibly being software related). I did that every time I sent mine back and generally had a good experience with their RMA department - if you ignore the fact that I needed them in the first place.