A user sends their broken RTX 5090 to the manufacturer, who responds with an invoice for 2,900 euros. The manufacturer ASUS discovered a fracture in the graphics card that can only be seen under a microscope.
A user reports on Reddit that they had to send their graphics card for repair. They stated that their RTX 5090 Astral caused spontaneous black screens and forced their computer to restart.
So, they sent the GPU back to ASUS to request a repair for their graphics card. However, according to the user, ASUS rejected the repair of the graphics card and instead sent them an invoice for 2,900 euros. This was reported by the English-language magazine WCCFTech.com.
Damage to graphics card is only visible under the microscope
What exactly is wrong with the graphics card? ASUS found a “surface irregularity” near the PCIe interface that is difficult to see with the naked eye but becomes visible under a microscope.
ASUS reportedly rejected their claim due to “consumer-caused” damage and stated that this GPU could not be repaired. For a replacement, the company now demanded 4,661 Canadian dollars from the user. That is approximately 2,900 euros.
However, the user defends themselves in their thread, explaining that they did everything correctly when installing the graphics card: they used the GPU support that came with the graphics card. However, the user added that they do not know if this irregularity was already present before shipping, as it was not visible to the naked eye.
Basically, it holds true: If the player really caused the damage themselves, then ASUS is right and does not have to repair the damage for free.
Well-known YouTuber already complained about ASUS customer service
The “problems” with ASUS customer service are reportedly not an isolated case. The well-known YouTuber Gamers Nexus also complained about customer service and called the service “absolute trash.” ASUS responded to the allegations, stating that they want to cover certain guarantees.
The response to the critical video was at least significant: According to channel head Steve Burke, Gamers Nexus reportedly received countless emails from people who also had problems with ASUS customer service.
Linus Tech Tips, another well-known YouTube channel, recently criticized ASUS as well. But here it is not about customer service, but about the lack of transparency regarding the new ROG Ally X. According to Linus, ASUS has never been very productive in addressing criticism or problems with the predecessor: Well-known tech YouTuber explains why he cannot recommend the new ASUS ROG Ally X to anyone
