ASUS RMA Dispute Sparks Fresh Backlash After Customer Claims Motherboard Was Returned Unfixed and Labeled “Customer Decides Not to Repair”
ASUS is facing renewed criticism online after a customer shared an RMA experience that they claim ended with their motherboard being returned without repairs, alongside internal wording that appeared to place responsibility on the customer rather than the service process.
The case comes from Reddit user u/MoumousMeow, who posted screenshots and a detailed explanation alleging that ASUS refused to repair the board, then documented the outcome in a way the user says was misleading. According to the post, the service notes reportedly included the line “customer decides not to repair” while also referencing a no boot condition, yet the customer claims they never declined repair of the actual functional issue they submitted.
In the user’s account, ASUS allegedly highlighted minor cosmetic damage and asked for 45$ to address it. The customer says they declined the cosmetic work and instead asked ASUS to fix the reported functional problem, at which point they claim the device was shipped back with no component replacement and no meaningful resolution. The user also alleges that communication from support suggested the issue had been fixed, which they call false after testing the returned board.
What makes this story resonate is that it mirrors older complaints from customers who say their RMA requests were derailed or deprioritized by cosmetic notes and optional repair quotes, even when the core problem was functional. ASUS previously stated it would stop automatically offering cosmetic repair quotations unless they affect device functionality or the customer specifically requests them. That past commitment is now being brought back into the conversation because this new case, if accurately represented, suggests the same friction points may still be happening in real workflows.
To be clear, this is currently a single user reported incident, and the only publicly visible documentation is what has been shared by the customer. Even so, stories like this gain traction fast because RMA trust is a brand multiplier in the enthusiast hardware space. Motherboards are foundational components, and when an RMA experience feels inconsistent, it does not just impact the product. It impacts the long term decision of where builders and gamers place their platform loyalty.
If you have dealt with an ASUS RMA recently, did your experience match the company’s promised improvements, or are the same pain points still showing up?
