I live in Brazil, and I've been having the same issue with ASUS here. My ROG Ally joystick also broke, and they claim that they won't repair under warranty because it was bought in the UK, and I should seek warranty in the UK. But ASUS UK doesn't even let me open an RMA to an international address. Since this pratice is illegal in Brazil, I'm suing ASUS Brazil, so I can get my repair under warranty
Frankly I've owned and used Asus products for years and while (thankfully it seems!!) I've never had the need to reach out to their support or get a RMA number the experience that others have had is clearly unacceptable.
How this sort of thing has gone on for (decades?) surely amounts to WHO had the bad experience with Asus. Given a youtube'er with lots of followers can make more noise (and embarrassment!!) then 100's or even 1000's of lone purchasers without a voice.
I have been using ASUS for 2 decades. I dread ASUS RMAs. Damaged returns, no receipt, months long exchange, defective exchanges, lack of communication, these are behaviors that are at least one and a half decade old by now. I dout they can change. Still using ASUS though, although I am not sure of why.
Asus has issued a statement regarding its warranty repair processes and communications after massive backlash over unnecessarily charging for unwanted repairs and using unrelated wear and tear to blame consumers and deny warranty repairs. While the company says it will address the "gaps" in said RMA communications, Asus shirks responsibility for pressuring customers into repairs they didn't want.
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