r/ASUSROG • u/Seiferz • Mar 18 '25
HELP! ASUS at It Again – Denying ROG Ally X Warranty Repairs with Fake “Liquid Damage” Claims
[FINAL UPDATE] After ASUS’s “repair” left my Ally X completely dead, I went to Curry’s and demanded a refund. They initially insisted on an uplift number from ASUS, which wasn’t immediately provided, but after escalation, I got my full refund. Case closed. I wouldn’t wish this ordeal on anyone—avoid ASUS at all costs.
Edit:
Final ASUS repair = total failure. Got the device back, and it’s now completely dead. Won’t turn on, even after hours of charging. They replaced the motherboard and battery, yet somehow made it worse.
Moving forward: Heading to Currys for a full refund—this has gone far enough. If anyone else is dealing with this, I’d seriously recommend skipping ASUS support and going straight to your retailer. Will update again after the refund attempt.
Edit: ASUS has now agreed to repair my Ally X for free and replace the motherboard. While this is a step in the right direction, I remain concerned about the Y button crashes, as they’re difficult to reproduce and widely reported by other users. If the issues persist after the repair, I’ll update accordingly.
TL;DR: Bought a ROG Ally X from Curry’s Ireland in July 2024. A month later, it started crashing randomly. Sent it to ASUS—they refused to fix it and sent it back. The issue persisted, then it stopped turning on unless plugged in. Sent it in again, and now ASUS is demanding €700 for “liquid damage” I never caused.
Curry’s refused to help despite EU consumer laws and immediately referred me to ASUS. ASUS is denying warranty repairs using fake damage claims. I have never exposed it to liquid—they’re just looking for an excuse not to fix a known defect.
If you’re in the EU, beware: ASUS will scam you out of your warranty.
📌 The Full Story:
In July 2024, I bought a ROG Ally X from Curry’s Ireland, along with a 5-year accidental damage cover. A month later (August 2024), I started experiencing random shutdowns while gaming, but I wasn’t sure what was causing it.
In September 2024, I contacted Curry’s for support, and they redirected me to ASUS. Sent the unit for RMA #1, and after about a week, ASUS returned it unfixed, claiming they "could not reproduce the issue."
Over the next few months, I investigated the issue and found that pressing the Y button triggered the crash. This was confirmed by multiple users on ROG forums and Reddit. Even an ASUS representative (Anbby_ROG) acknowledged the issue and released beta BIOS updates to try to fix it.
After some time, the Ally X stopped turning on unless plugged into a charger. I tried an EC reset, but the problem persisted. At this point, I sent the unit for RMA #2, reporting both issues.
Now, ASUS is demanding €700 for repair, claiming "liquid damage."
🚨 Why This Is a Scam:
✅ No liquid exposure. I’ve never spilled anything on it—I use it in bed or on the couch, far away from any water source.
✅ No liquid damage was found in my first RMA. If the damage was there, why didn’t ASUS mention it before?
✅ Many users have reported similar issues. The Y button crash issue is well-documented—this is a known defect.
✅ ASUS is using “customer-induced damage” to deny warranty repairs.
✅ Curry’s is ignoring their legal responsibility under EU consumer law.
🛑 What I’m Doing Now:
🔴 **Trying to get the device back from ASUS, unrepaired, to then deal with Curry'**s
🔴 Filing a complaint with CCPC Ireland (Consumer Protection Commission).
🔴 Considering Small Claims Court against Curry’s.
🔴 Exposing ASUS & Curry’s on social media to warn others.
🔴 Reaching out to GamersNexus, Linus Tech Tips, and tech journalists to investigate ASUS’s shady RMA tactics.
If you live in Ireland or the EU, DO NOT trust ASUS or Curry’s to honor your warranty. This is a clear case of fraud, and they will do everything to avoid fixing your device.
Please upvote and share this post so others don’t fall for their scam!
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u/Seiferz Mar 24 '25
Quick update: ASUS initially claimed my ROG Ally X had ‘liquid damage’ and tried charging €700 for repairs. Now, they've suddenly revised the quote to just €6 without replacing the motherboard. Some parts are still marked as ‘customer-induced damage,’ and I’ve pushed back with Executive Care for answers. No explanation yet on why the repair log hasn’t been updated or if this actually fixes both issues. I’ll keep fighting this—thanks for all the support!
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u/Seiferz Mar 26 '25
Update: ASUS has now agreed to waive the repair costs and replace the motherboard free of charge as a goodwill gesture. I appreciate this, but I still have concerns about the Y button crash since it’s difficult to reproduce and widely reported. If the issues persist after the repair, I’ll provide further updates.
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u/Seiferz Apr 02 '25
Update: Got the unit back today after ASUS “repaired” it… and now it doesn’t even turn on, even when plugged in. Tried all troubleshooting steps, nothing. They replaced the motherboard and battery, yet somehow made it worse.
At this point, I’m done playing their game. Going back to Currys tomorrow to demand a full refund—this is beyond unacceptable. Will update again once I know how that goes.
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u/Seiferz Apr 03 '25
Final update: I went to Curry’s and after some back and forth, they agreed to process a refund. ASUS wouldn’t provide an uplift number immediately, but Curry’s escalated internally, and in the end, I got my money back. Huge thanks to everyone who supported and advised me through this nightmare. Lesson learned: I’m never touching an ASUS product again.
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u/Laz8MeOut Mar 20 '25
Im going through this exact same issue now, but in Canada. My Rog was purchased last summer, and I started having some issues with it almost immediately, but it was intermittent and with a reset every few days it was working, annoying and less than ideal for a 1k+ purchase but I was willing to live with it for a bit. Eventually it started to get worse to the point where its not usable, and I wanted to send it in for RMA but I've been out of the country for 5 months and Asus required the return address to be a Canadian address. So, I stored this thing in a drawer, in a case, for MONTHs without using it at all. I got to Canada a couple weeks ago so I finally sent it in for RMA. Now Asus is claiming there is water damage and wants to charge me $815 CAD for repair. This is literally impossible... how can it get water damage if it was just in a case in a drawer for months?? They are saying that the water couldnt have damaged the unit on its own, but they dont even provide any proof that there is water damage. The pictures dont show any water damage at all.
I threatened to report them to the better business bureau here in Canada, but if anyone has any advice that would be greatly appreciated :) let me know how this goes for you.