ASUS laptop still broken after 3 RMAs – support is ignoring issues

Posted by ameatygodalt@reddit | talesfromtechsupport | View on Reddit | 2 comments

Hey Reddit,

I’m 12 and I’ve been dealing with a huge ASUS support nightmare. I sent my laptop in three times for a GPU driver issue, and after all that:

The problem is still there
My laptop came back with physical damage it didn’t have before
They did a factory reset without my permission, wiping my personal files
Support keeps saying things like “send it in again maybe we’ll escalate,” instead of just replacing it

I have screenshots of all emails (personal info removed). ASUS keeps insisting the GPU is fine because I used generic drivers, even though the errors happen with the official drivers too.

I just want a working laptop. Has anyone else experienced ASUS support being completely useless like this? Any advice on what to do next?

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JustAnotherDogsbody@reddit

You've not really posted in the right community, this is for tech support telling their stories.

That being said, unfortunately with minor damage it's difficult to prove who's responsible: you, the courier, warranty department.

Factory reset is kinda standard procedure and it'll likely be in the fine print that they can't promise it won't happen, and that any personal information should be backed up before you return it. Since another standard practice is just to send you a replacement. If it's valuable/important to you, it's your responsibility to keep it safe.

With discrete (laptop) GPU chipsets driver conflicts are not uncommon, since the manufacturer of the chip has less control over his it's integrated with the rest of the system. Generally the best you can do is download the driver from the (laptop) manufacturers website and never update it.

ameatygodalt@reddit (OP)

I had no clue, was recommended to post it here but my bad.