In an unexpected twist, ASUS has denied a repair request from a customer due to a minor surface irregularity found on the GPU. This decision has sparked considerable conversation about the fairness and transparency of warranty claims, particularly when such irregularities are not visible to the naked eye. The company did, however, offer a significant discount for a replacement, which has only added fuel to the debate.
ASUS Cites Surface Flaw in RMA Rejection
In a saga that stretched over several months, a Reddit user detailed their struggle with an RMA claim for an ASUS ROG RTX 5090 Astral. The issue began when the GPU started displaying black screens and causing reboots. Hoping for a resolution, the user sent the card to ASUS, only to have the claim denied. The company attributed the denial to a “surface irregularity” near the PCIe interface, which they argue was the result of consumer-induced damage. This flaw, undetectable without a microscope, was enough for ASUS to reject the warranty claim.
Costly Replacement Solution Offered
Despite the RMA rejection, ASUS proposed a replacement option, albeit at a steep price. The cost for a new GPU is set at CAD$4,661 or US$3,340. Recognizing the burden, ASUS offered a 50% discount, reducing the replacement cost to approximately $1,700. This amount, still near the MSRP of a new RTX 5090 FE, has left the customer questioning the fairness of paying for a replacement due to a nearly invisible flaw.
The incident sheds light on the challenges consumers face with warranty claims, especially when minor defects lead to significant financial decisions. As discussions continue, this case serves as a reminder of the complexities involved in product warranties and customer support.