ASUS is back in the spotlight following a fresh customer complaint that’s raising new questions about how its warranty and RMA process is being handled. In a Reddit post, a user claims the company refused to repair a malfunctioning motherboard and returned it untouched, while listing “Customer Decides Not to Repair” as the official reason—even though the user insists that’s not what happened.
According to the Redditor (u/MoumousMeow), the motherboard was sent in because it wouldn’t work properly, but ASUS allegedly shifted the reported problem into a different description and then sent the board back without replacing any parts. The service notes shown in the post reportedly suggest the system couldn’t boot or power on, yet the outcome was still “no repair,” assigned to the customer declining service.
The heart of the dispute appears to be a minor cosmetic issue. The user says ASUS pointed out small cosmetic damage and asked for $45 to address it. However, the customer claims they told ASUS to skip cosmetic work and focus on the actual functional problem. After that, they allege the situation escalated into a frustrating loop: the company claimed the issue was fixed, while the user says the board was returned with the original problem unresolved.
In the Redditor’s own words, they believe ASUS ignored the real complaint, labeled it differently, and then used the “customer decided not to repair” line to close the case. The user also expressed that the experience was so off-putting they no longer want to buy ASUS products and even plans to sell other ASUS hardware they own.
This complaint echoes a pattern that has been discussed repeatedly by PC builders and gamers: situations where warranty claims are allegedly denied or redirected due to cosmetic marks that don’t affect performance. In past reports across the community, customers have claimed that scratches, minor scuffs, or other non-functional imperfections were used as grounds to delay repairs, request extra payment, or reject service.
The timing also stands out because ASUS previously stated it would change how it handles cosmetic damage during RMA requests, indicating it would not automatically push cosmetic repair quotes when the issue doesn’t impact functionality. If the Reddit account is accurate, this latest incident suggests some customers may still be encountering the same policies and outcomes.
For anyone dealing with a motherboard RMA, this story is a reminder to document everything: photos of the board before shipping, clear written descriptions of the fault, and saved copies of all support conversations. It can also help to be explicit in writing about what you are and aren’t authorizing—especially if the company flags cosmetic wear that you believe is unrelated to the failure.
The complaint is still just one user’s account, but it’s gaining attention because it highlights a concern many PC hardware owners share: when a product fails, customers want the functional issue fixed first, not a repair process derailed by minor cosmetic details.
