ASUS Scammed Us

Gamers Nexus
10 May 202429:35

Summary

TLDRThe video script details a frustrating experience with Asus's warranty service, where the company attempted to charge the customer $200 for a minor repair unrelated to the original issue. The customer, who had sent in an Asus ROG Ally for a thumbstick problem, was met with claims of 'customer-induced damage' and a demand for payment, despite the joystick being covered under warranty. The situation escalated with Asus implying the device might be returned unassembled if the fee wasn't paid. The video also highlights similar experiences from other customers, suggesting a pattern of potential mishandling by Asus's service center. The customer's meticulous documentation and persistence eventually led to a resolution where Asus replaced multiple components of the device, including the motherboard and joysticks, without charge. The video concludes with a warning against purchasing Asus products due to their poor customer service and warranty practices, and an encouragement to report such issues to authorities for potential policy changes.

Takeaways

  • 💸 Asus attempted to charge the customer $200 for a minor repair unrelated to the original issue.
  • 🔍 The customer's original problem was not addressed; instead, Asus identified a different issue and sought payment for it.
  • 📸 The customer had meticulously documented the condition of the device before sending it in for repair.
  • 💬 Communication from Asus was one-sided, with no option for the customer to respond directly to emails.
  • ⚖️ Asus's warranty process appears to be non-transparent, with customers feeling pressured into paying for unnecessary repairs.
  • 📉 The customer experienced a significant time pressure to accept the repair terms or risk receiving a disassembled product.
  • 🚫 Asus's warranty policy contradicts itself, providing legal grounds for customers to dispute charges.
  • 📉 The customer's device had multiple defects, which Asus eventually repaired under warranty after a dispute.
  • 📝 The customer received a hard copy of the repair report only upon the device's return, with no online version available.
  • 🤔 Asus's response to The Verge regarding the SD card reader issue was evasive and failed to confirm a hardware fix.
  • ❌ The customer's experience led to a strong recommendation against purchasing Asus products due to concerns over warranty service quality.

Q & A

  • What was the main issue the customer faced with their Asus Rog Ally?

    -The main issue was a non-functioning left joystick on the X-axis, which began drifting, causing the mouse cursor to move on the desktop.

  • What additional problems did the customer experience with their Asus Rog Ally?

    -Besides the joystick issue, the customer also experienced a non-working micro SD card slot and a battery that lost 8% of its lifespan in just one year of light use.

  • What was the customer's complaint about Asus's warranty service?

    -The customer felt that Asus tried to charge them $200 for a repair unrelated to the original warranty claim, did not address the actual problem they sent the device in for, and the process felt like an extortion attempt.

  • How did Asus respond to the customer's RMA for the defective thumbstick?

    -Asus initially claimed the product was out of warranty or had customer-induced damage, and they wanted to charge the customer for a repair that was not even requested.

  • What was the customer's strategy when dealing with Asus's customer support?

    -The customer acted as an uninformed user, which is part of their normal testing for warranties, to see how the company treats less informed customers and if they can stand up for themselves.

  • What evidence did the customer gather before sending the device in for repair?

    -The customer carefully photographed and documented every corner of the device, took high-resolution photos and microscope shots of the PCBs and connectors, and logged any damage to the plastics and screw heads.

  • What was the final outcome of the customer's dispute with Asus?

    -After a series of back-and-forth communications and disputes, Asus finally agreed to repair the joystick issue without charge and replaced several components of the device, including the motherboard, both I/O boards, and both joysticks.

  • What was the customer's advice for anyone sending a device in for repair?

    -The customer advised removing the SSD and any passwords from the device before sending it in for repair to prevent data loss and to avoid any potential claims of customer-induced damage.

  • What legal actions can a customer take if they feel they have been treated unfairly by a company like Asus?

    -Customers can file complaints with the Federal Trade Commission (FTC), which can lead to significant fines for the company if found guilty of unfair or fraudulent practices.

  • What was the conclusion the customer came to regarding Asus's warranty service?

    -The customer concluded that Asus's warranty service was unsatisfactory and advised against purchasing Asus products if customer service and potential warranty support are important considerations.

  • What steps did the customer take to hold Asus accountable for their actions?

    -The customer documented their entire experience, including all communications with Asus, and sought legal advice to understand their rights as a consumer under warranty laws.

Outlines

00:00

😤 Asus Warranty Issues and Customer Complaints

The first paragraph details a customer's experience with Asus's warranty service, highlighting an attempt to charge $200 for a repair that was not part of the original claim. The customer alleges that Asus did not address the actual problem with the device, which was a thumbstick issue, and instead identified a different issue (a broken connector) that was not present when the device was sent in. The paragraph also mentions a Reddit post about Asus demanding an exorbitant repair fee for a minor scratch on a video card, and other similar incidents shared by viewers, suggesting a pattern of problematic warranty practices by Asus.

05:01

📸 Documenting the Warranty Process

The second paragraph outlines the process the customer undertook to document every aspect of their device before sending it in for repair. This included high-resolution photos, microscope shots of PCBs and connectors, and logging any damage. The customer also removed their SSD to protect personal data and tested Asus's repair process by not disclosing all issues with the device, expecting Asus to identify them independently. The paragraph follows the timeline of the RMA process, from initial troubleshooting to Asus's claim of out-of-warranty damage and the customer's subsequent frustration with the lack of transparency and communication.

10:01

💸 Dispute Over Unnecessary Repair Fees

The third paragraph describes the customer's dispute with Asus over the charge for an LCD module replacement that was not requested or needed. The customer expresses frustration with Asus's tactics, which they perceive as manipulative and akin to extortion. The paragraph also discusses the customer's attempts to dispute the charges and the pressure applied by Asus to accept the quote, including threats of returning the device disassembled if the customer does not agree to pay.

15:01

🕒 Timeline of RMA and Communication with Asus

The fourth paragraph continues the timeline of the RMA process, detailing the customer's attempts to dispute Asus's claims and the company's responses. It includes the customer's strategy to mimic an uninformed and frustrated user to test Asus's customer service. The paragraph also highlights the contradictions in Asus's communication, such as the requirement for a quote acceptance within three days but a threat to return the device unrepaired after five days if no action is taken.

20:04

🔍 Inspection and Repair Report Analysis

The fifth paragraph discusses the inspection and repair report provided by Asus. The customer notes that Asus replaced multiple components, including the motherboard and joysticks, which were under warranty. The paragraph suggests that Asus may be conducting a soft recall of certain components, replacing them as a matter of course when a device is sent in for repair. It also touches on the Verge's inquiry into Asus's handling of SD card reader issues and the company's evasive response.

25:06

⚖️ Legal Considerations and Advice for Consumers

The sixth and final paragraph addresses potential legal avenues for customers facing unfair warranty practices. It suggests filing complaints with the Federal Trade Commission (FTC) and highlights the need for more vocal consumer dissatisfaction to prompt policy changes. The paragraph concludes with a strong recommendation against purchasing Asus products due to the company's poor warranty service, as experienced by the customer, and a call for industry reform.

Mindmap

Keywords

💡Warranty Claim

A warranty claim is a request made by a consumer to the manufacturer or seller for a repair or replacement of a product that is faulty or not functioning as intended under the terms of the warranty agreement. In the video, the user discusses their negative experience with Asus's warranty claim process, which involved a charge for a repair that was unrelated to the original issue.

💡Customer Induced Damage

Customer induced damage refers to harm or defects in a product that are caused by the actions of the customer rather than by the manufacturer. The video describes Asus claiming that the product had customer induced damage, which the user disputes, arguing that the damage was either insignificant or not present when they sent the device in for repair.

💡RMA (Return Merchandise Authorization)

An RMA is a process used by companies to manage returns of goods by customers. It involves the issuance of a unique number to each return, which helps track the product during the return process. The video details a confusing and frustrating RMA experience with Asus, where the user felt pressured and misled.

💡MicroSD Card Slot

The microSD card slot is a compartment in electronic devices that allows for the insertion of a microSD card for additional storage or data transfer. The video mentions a problem with the microSD card slot on the Asus ROG Ally device, which was not addressed despite being a known issue covered under warranty.

💡Joystick Drift

Joystick drift is a common issue with gaming controllers where the joystick moves or registers movement without any input from the user. The video discusses how the joystick on the Asus ROG Ally device began drifting, which was one of the problems the user sent the device in for repair to address.

💡LCD Module Replacement

An LCD module replacement involves swapping out a faulty or damaged liquid crystal display (LCD) module with a new one. The video describes an attempt by Asus to charge the user for an LCD module replacement that was not requested and was unrelated to the actual problem with the device.

💡Cosmetic Issues

Cosmetic issues refer to problems with the appearance of a product rather than its functionality. In the video, Asus allegedly focuses on minor cosmetic issues to justify charges for repairs, which the user feels are irrelevant to the actual, functional problems they were experiencing.

💡Manipulative Repair Process

A manipulative repair process is one where tactics are used to pressure or mislead customers into agreeing to pay for repairs that may not be necessary or that were not initially agreed upon. The video outlines the user's experience with Asus's repair process, which they felt was manipulative and designed to coerce payment.

💡Legal Rights

Legal rights are the protections and entitlements granted to individuals by law. The video discusses the user's exploration of their legal rights as a consumer, particularly in relation to the Magnuson-Moss Warranty Act, which governs warranty practices in the United States.

💡FTC Complaint

An FTC (Federal Trade Commission) complaint is a formal expression of dissatisfaction or a violation of consumer protection laws filed with the FTC. The video suggests that customers who feel they have been treated unfairly by a company, like Asus, can file an FTC complaint, which the FTC takes seriously.

💡Asus ROG Ally

The Asus ROG Ally is a gaming device that the user of the video had purchased and experienced multiple issues with. The video serves as a critical review of the product and the company's customer service, particularly in the context of warranty claims and repair services.

Highlights

Users reported being charged $200 for a minor repair by Asus, unrelated to the original issue.

Asus allegedly failed to address the primary problem users sent their devices in for repair.

The claim that Asus attempted to 'scam' customers by charging for unnecessary repairs.

Users experienced Asus threatening to send devices back unassembled if they did not pay the fee.

Multiple instances of Asus identifying 'customer-induced damage' without clear evidence.

Asus warranty issues are widespread, with numerous users reporting similar experiences.

Asus's warranty process is seen as manipulative, pressuring customers to pay for repairs quickly to avoid disassembly.

The Asus Rog Ally device had multiple issues including a non-working micro SD card slot and joystick drifting.

Asus's response to an RMA claim included an unnecessary LCD replacement quote, which the user disputed.

Users advised to remove SSDs before sending devices for repair to protect personal data.

Asus's warranty investigation revealed a pattern of replacing motherboards and thumbsticks under warranty.

The claim that Asus may be conducting a 'soft recall' of certain components without active customer outreach.

Asus's customer service is criticized for being unresponsive and not addressing customer concerns adequately.

Users experienced a lack of transparency and clarity in Asus's communication regarding warranty repairs.

Legal advice suggests that Asus's practices may be in violation of the Magnuson-Moss Warranty Act.

The recommendation to avoid purchasing Asus products if customers value good售后服务 (after-sales service).

The call for customer vocalization and potential policy involvement to instigate change within Asus's warranty service.

Transcripts

00:00

and they wanted to charge us

00:03

$200 for that D also they never

00:06

addressed the problem we sent it in for

00:08

only that thing that they decided to

00:10

find connector broken also don't know

00:13

what that's reference no idea what that

00:14

means everything there were no broken

00:16

connectors when we sent it in system

00:18

noise okay don't know what that means

00:20

yeah Gap abnormal what does

00:24

mean it felt like Asus tried to scam us

00:26

when they tried to charge us $200 to

00:29

repair something we didn't even claim as

00:31

damaged in a warranty claim this was

00:34

sent back in it's our Asus Rog Ally to

00:37

repair a thumbstick problem and somehow

00:41

that turned into Asus saying that LCD

00:43

needs to be replaced even though the

00:45

joystick is covered under their repair

00:48

policies and what's better still is it

00:50

felt like Asus was threatening Us by

00:53

saying we'll send the device back

00:55

possibly unassembled if you don't pay

00:59

this fee it honestly felt like an

01:01

extortion attempt where they're like if

01:03

you want to see your beloved Asus Al

01:05

working again pay us

01:07

$200 for something totally unrelated to

01:10

the actual warranty claim you had when

01:12

we sent this into Asus the screen was

01:14

working they said that the reason they

01:17

were rejecting the claim is because

01:21

of

01:23

this can you see it can you do you have

01:25

the zoom lens on we might need a t you

01:28

know what let's let's bring this down to

01:30

the microscope I'll show you the

01:33

damage we're going to find the damage

01:36

I've got the Ally here let's adjust the

01:40

microscope so where is the

01:45

damage

01:46

oh oh there it

01:49

is

01:52

that's

01:53

$2 and we're not alone in this and we

01:56

have evidence as always just this week a

01:58

user post on Reddit noting that Asus

01:59

demanded $3,758 Canadian dollar to

02:02

repair a 490 video card which the user

02:05

paid $ 2,799 CAD for the reason for the

02:08

repair was a scratch in the housing of

02:10

the connector not burning not melting

02:12

not fracturing literally a scratch the

02:15

same problem we had with our Ally this

02:17

sounds like policy as quickly as

02:19

possible here are examples from our own

02:21

viewers who have emailed us March 26th a

02:24

viewer emailed us claiming AC's cracked

02:26

the chassis of their laptop when it was

02:27

sent in for repair the user has

02:29

documentation reporting this March 13th

02:31

a viewer emailed us stating that their

02:32

new video card exhibited instability

02:35

Asus replaced the device with a

02:37

different damaged refurbished device

02:40

February 19th a viewer emailed us where

02:42

Asus rejected a motherboard RMA for

02:44

quote unquote customer induced damage

02:46

the user believes Asus damaged the board

02:49

very first the user emailed us telling

02:50

us about an Asus arm for a motherboard

02:52

which Asus remotely diagnosed as having

02:54

memory issues Asus later quoted the user

02:56

$190 for the repair of the $210

02:58

motherboard citing quote unquote

03:01

physical damage after previously

03:03

diagnosing a memory issue December 21st

03:05

user emailed us telling us about how

03:07

their laptop was stuck in RMA hell for

03:09

over a month December 7th a user emailed

03:11

us where Asus quoted them

03:13

$2,658 to repair a laptop the laptop is

03:15

one of asus's special ones that ships

03:17

with liquid metal pre-installed by Asus

03:20

the liquid metal leaked user States they

03:23

never opened the system and Asus denied

03:25

the claim and demanded money to fix it

03:28

and we have at least one 100 of these

03:30

emails over the past several months

03:32

alone and this is a list we're showing

03:35

now from May 2023 alone last time we did

03:38

this with Asus featuring damaging

03:40

devices and for repair and returning

03:41

them stating that 109° for GPU hotspot

03:44

is normal uh it's not and more and Asus

03:47

clearly has a warranty problem and today

03:49

all of that is what we're talking about

03:51

but we are fortunate enough to have our

03:54

own experience with it and it wasn't a

03:57

good one we sponsored our own undercover

03:59

warranty investigation if you want to

04:00

directly fund the extreme lengths we've

04:02

gone to lately for content and our

04:04

continued independent coverage grab this

04:06

limited time golden blue variation of

04:08

our cyber skeleton foil shirt on store.

04:11

Gamers access.net the shirt features a

04:13

new fit and new colors with a rib cage

04:15

design made of computer components like

04:17

cables RGB LED strips water cooling

04:19

components and a spine on the back made

04:21

of mosfets inductors and vrm components

04:23

these shirts directly fund our in-depth

04:25

reporting and ability to hold

04:27

manufacturers accountable you can also

04:29

grab something like one of our heavyduty

04:30

silicone soldering and project mats head

04:33

over to store. gamer access.net to

04:35

pre-order the shirt today or grab one of

04:37

our other items so now one year later

04:39

almost exactly since we last talked

04:41

about asus's issues with its

04:42

motherboards at the time and then its

04:43

warranty practices stemming from all

04:45

that where we had attorney Vincent

04:47

Augusta on the show to talk about some

04:49

of his interpretation of it we are back

04:53

to blow the doors back open about what

04:56

it's like to really be a customer of

04:57

Asus this is our Asus Rog Alli Z1

05:00

extreme we've had it for about just

05:02

under one year actually and we've bought

05:04

two of these now the other was the

05:05

non-extreme device in just one year

05:08

since purchasing our Z1 Extreme has had

05:11

the following issues the micro SD card

05:13

slot never worked and seemingly burned

05:15

itself out the left joystick on the

05:17

xaxis stopped working and began drifting

05:20

which you can see in some of our footage

05:22

showing mouse cursor movement on the

05:24

desktop and the battery has already lost

05:26

8% of its lifespan in just one year of

05:29

extremely lightweight use that's a lot

05:31

of problems in one year and two of those

05:33

are inarguably not our fault in fact

05:37

they are so not our fault that Asus has

05:39

made fixes for them part of their

05:42

explicit warranty coverage so anyway we

05:45

sent the Ally in and before we did

05:47

because it seems like hundreds of you

05:49

have complained to us about having

05:50

similar issues we decided to carefully

05:52

photograph and document every single

05:55

corner of our device and also get the

05:57

internals of it documented in addition

05:59

to super highresolution photos we also

06:01

took microscope shots of the pcbs the

06:03

connectors we logged the level of

06:05

stripping on the screw heads and we

06:07

logged any damage of our own to the

06:09

Plastics we also removed our SSD because

06:12

our advice to anybody sending a device

06:13

in for repair of any kind is to remove

06:16

the drives this was also a good test of

06:18

asus's processes and competence here's

06:21

the timeline first we filed an RMA for

06:23

the defective thumbstick and this part

06:25

is critical we did this anonymously they

06:27

didn't know who we were we're just a

06:28

normal customer uh and we also did not

06:31

tell them about our broken micro SD card

06:34

slot which again as a reminder that is

06:36

an Asus problem not an us problem so

06:39

that's important to the story because we

06:40

wanted Asus to discover it on their own

06:43

if they were going to Discover It here's

06:45

how all this went down first we did some

06:47

troubleshooting locally and swapped the

06:48

thumb stick between our Z1 non-extreme

06:50

and our Z1 extreme we found that this

06:52

fixed the issue indicating a defect in

06:53

the PCB or the stick itself so that's an

06:55

easy repair for them we then swapped it

06:57

back to the original state and our issue

06:59

matched this one described on Reddit on

07:02

April 8th we contacted asus's customer

07:04

support we told them only that the left

07:06

stick doesn't work here's our exact RMA

07:09

form Patrick filled this out I asked him

07:11

to pretend to be a relatively uninformed

07:14

customer who only knows enough to know

07:16

that the joystick isn't working right

07:18

this is part of our normal testing for

07:19

warranties so rather than acting as

07:21

patient and well-informed customers

07:23

leading them to the answer we act as an

07:26

uninformed user who is normally patient

07:28

at first but becomes frustrated as the

07:32

company genuinely becomes frustrating to

07:34

deal with because that seems fair uh so

07:36

that's our process and normally our view

07:38

is if the company can survive that it's

07:40

kind of like a thermal torture test it's

07:42

like if it can pass this test it can

07:44

pass anything uh and we just keep the

07:46

bar as long as it's sort of reasonable

07:49

but frustrated that's the max we'll dial

07:51

it up to these days for these tests now

07:53

Asus asks you to write your operating

07:56

system password and BIOS password in

07:58

plain text in their RMA form uh they do

08:02

suggest that you just wipe those

08:03

passwords instead though so instead of

08:05

doing something insane like writing a

08:07

password on a piece of paper going in

08:08

the mail we ensured no passwords were on

08:10

the device At All by removing them from

08:12

bios and also taking the SSD out Asis is

08:14

very clear in these things as well they

08:16

say quote Asus is not responsible all

08:18

caps to you or any third party for loss

08:20

of data including during the inspection

08:22

process this is another reason to remove

08:24

the SSD Asus doesn't guarantee they say

08:27

the original parts which would include

08:29

include the SSD again another reason to

08:31

remove it Asus also tells you not to

08:33

send in the device with anything that

08:35

you might want back because they'll

08:36

throw it away they actually explicitly

08:39

say that they will quote not be returned

08:42

to you not that they might not be

08:45

returned but straight up that they won't

08:46

be returned so fair enough they warn you

08:48

we kept the box in the accessories we

08:50

then fabricated a signature for our

08:52

undercover Alias Pat stin operating in

08:55

conjunction with agent be sturk both

08:58

have been on the job job for about a

09:00

decade now and we sent it in with a

09:02

simple note that said left stick is

09:05

broken and only goes up and down that

09:08

seemed sufficient without being

09:09

belligerent or overly annoying on April

09:12

9th we packed the box and shipped it to

09:14

asus's spec Asus provides an R checklist

09:16

they ask you to wrap the device with a

09:17

few inches of bubble wrap pack it in a

09:19

box with an air gap then pack that box

09:21

in a box we think that's great they also

09:23

provide a shipping label which is good

09:24

as we'd have dinged them pretty hard for

09:26

that since it's ultimately their fault

09:28

the device is going back anyway we

09:29

dropped the device off on April 9th and

09:31

by April 16th it was at the RMA Center

09:34

Asus emailed us on April 18th and this

09:36

is when the problems began and they told

09:38

us that they were testing the device

09:40

they said the turnaround would be 7 to

09:41

10 days the same day Asus emailed us

09:44

with this quote we would like to inform

09:46

you that your product in is out of

09:49

warranty or judged as customer induced

09:51

damage C thus the repair charge shall be

09:55

applied our service center will contact

09:57

you with more detail there was no way

09:59

for us to respond to this they don't

10:00

have an option to reply and in fact the

10:03

email was sent from a no reply mailbox

10:05

which if you reply to it gets bounced as

10:07

uh failed descend so this it's

10:10

particularly frustrating just because we

10:12

knew there was no customer induced

10:13

damage we had documented every aspect of

10:15

the device before sending it in uh and

10:17

yet we had no way at that time to

10:20

dispute the claim we just sat and waited

10:23

on April 19th only a day later we

10:25

received a more detailed email it said

10:28

quote received your unit at a repair

10:30

center with signs of damage which is not

10:32

covered under the manufacturer's

10:33

warranty so strike two and this is

10:35

starting to feel like the new egg

10:37

motherboard story they sent us a list

10:40

referring to notebooks monitors video

10:43

cards and motherboards for examples of

10:47

customer induced damage none of which

10:50

are an asus's ally and all of which are

10:52

completely irrelevant and they basically

10:54

just said there's customer damage and to

10:56

us the lack of transparency here and the

10:58

lack of information is an immediate red

11:00

flag where as a customer it feels like

11:02

you're getting fleeced for money for

11:03

something that you sent it in with one

11:06

problem and now it's suddenly got all

11:07

these new problems you never noticed or

11:09

heard about and it just feels like a

11:12

scam so it's certainly structured to

11:16

encourage acceptance from people who

11:18

don't know better and from people who

11:20

feel time pressure because they put you

11:22

under a lot of time pressure to agree to

11:24

all this quickly lest you receive the

11:27

device back in pieces and we wondered

11:29

what the damage could be so Asus sent us

11:31

this photo of the uh damage you might

11:34

not be able to see it again we had to

11:36

check our own photos to make sure they

11:37

didn't cause it but that microscopic D

11:41

was in fact from us and they wanted to

11:43

charge us

11:45

$200 for that Den we didn't even ask

11:49

them to fix that part we didn't even

11:50

notice that part that's how small it was

11:53

also they never addressed the problem we

11:55

sent it in for only that thing that they

11:58

decided to find to us in combination

12:00

with the emails from our viewers and

12:02

with the recent story about that video

12:03

card with the insane charge related to a

12:06

similar problem uh it feels like an

12:09

intentional attempt or a policy to

12:12

mislead the customers into a position

12:15

where they'll pay for a service they

12:17

don't need and it's you're really stuck

12:21

if you don't know what you're doing as a

12:22

customer uh and if you're not willing or

12:25

not sure you can stand up for yourself

12:28

because they're trying to sell an

12:29

unneeded fix and if Asus is worried

12:31

about losing money on every Ally because

12:33

they have to replace the entire

12:35

motherboard and two thumbsticks then

12:38

maybe this would be a way to help cover

12:40

the cost we don't know their motives but

12:42

if I were to try and think through

12:43

reasons why you would do this thatd be

12:45

the first one I would assume now back to

12:47

the email nowhere in it did Asus say it

12:49

would fix the thumb stick for which we

12:51

sent the device in the best part is that

12:53

in the background of asus's own photo of

12:55

damage our own RMA form can be seen with

12:57

the words detailing the completely un

12:59

address thumbstick issue Asus said the

13:01

quote was delivered for an LCD module

13:03

replacement at

13:04

$98.59

13:05

labor for that was $60 and shipping was

13:09

20 because now they're claiming there's

13:11

customer induced damage which means that

13:13

they can try and scam us out of another

13:15

20 bucks for shipping instead of being

13:17

forced to eat the cost for their own

13:19

stick defect that started this whole

13:21

thing so that's a clever way to avoid

13:22

paying the shipping cost there's some

13:24

tax in there too totaling 191

13:27

buck47 at this this stage they finally

13:30

gave us the option to pay reject or

13:33

dispute and once again nowhere in there

13:35

did it mention the original issue or the

13:37

micro SD card issue that we knew existed

13:40

but wasn't disclosed quote please be

13:42

advised that if payment is not received

13:43

for repairs to the unit the unit will be

13:45

sent back unrepaired and may be

13:47

disassembled the liquid damage May

13:49

prevent our repair team from

13:50

reassembling the unit for return where

13:52

did the liquid damage come that like

13:54

came out of nowhere unless the repair

13:57

technicians are drinking a little bit

14:00

while they're working on it that would

14:01

actually explain a lot that might that

14:03

might explain most of this but the we'd

14:06

assume that the liquid damage thing is

14:07

part of some form email that they just

14:09

send to anyone but that doesn't make it

14:12

okay it states the liquid damage in a

14:15

very matter OFA way and we think that is

14:18

manipulative and accusatory and this

14:21

entire email reads to me like if you

14:25

ever want to see your ally again pay us

14:28

uh

14:29

or it'll will throw it through the

14:31

window on your bed in pieces next time

14:34

that the Godfather I think that's what

14:35

that was now we have a number of legal

14:37

questions about this and so I connected

14:39

with Lewis Rossman to ask if he knew

14:41

anyone who could help inform us and

14:43

educate the audience on your rights as a

14:46

consumer for warranties Magnus Moss for

14:48

example is one of the commonly cited act

14:51

uh and what else you might be able to do

14:53

it sounds like we're going to have a

14:54

part two to this and it'll be a pretty

14:56

interesting one but for now we need to

14:58

finish these emails so in the meantime

15:01

the rest of asus's email said this quote

15:03

please note that if no action is taken

15:05

with this quotation your product will be