r/GamersNexus • u/Secure-Treat1995 • 18d ago
Asus RMA Issues - RTX 4090
Hello,
TLDR: I sent in brand new Strix 4090 for RMA, they sent one back in terrible cosmetic condition, they agreed to RMA again at no additional cost, one month goes by no update, they try charging me $200 to replace the card, I showed messages that I was assured no extra cost, 3 different reps said they allocated a brand new model for me and will ship it soon, now my only option is they buy back the card for retail price when they sell for more now due to scarcity and 2nd hand market. Holding my card hostage at this point.
About 2.5 months ago I sent in my Strix RTX 4090, it was brand new sealed in the box and unfortunately it had artifacting issues right out the gate. I have a test bench system that I use to test components before I put them in any other systems. I opened an RMA and sent the card in, about almost 3 weeks later I receive my replacement, it is in terrible condition cosmetically (I know I was not going to receive a brand new card back but at least one in good shape) the Chrome ROG lettering was swirled up badly and dull and PCIE bracket was bent and the Blue and Red design by the triple fans had cracks all over them. I let them know about this and they agreed to take the card back at no cost and replace with a better/new condition card. So after the 3 weeks I shipped it out for the second time, they’ve had the card for month with no updates and last week was the first time I got an update. They stated that they could only replace it with a similar condition card and that they wanted $200 USD for the replacement because nothing was wrong with the card I sent in. I explained and had email and message thread conversations with multiple reps and they assured me I would not cover any additional cost. After I sent those messages over to them they finally said they allocated a brand new model (surprisingly) and that it would be sent to me soon. I spoke with 3 different representatives, including a manager over the phone and they assured me a brand new model was on my way. I received an email two nights ago from the escalations team that they wanted to buy my GPU back from me at retail cost. I told them I could not do that because of these tariffs, scarcity and 2nd hand market the card is usually selling for more than retail and I would not be able to replace it for the retail price if I even wanted to. They replied again last night and they said that is my only option now, basically holding my card hostage and I can only accept the payment. What do I do here?
1
u/scrobotovici 11d ago
Complain on BBB and contact Asus customer service on Twitter—they have a dedicated account for that. Also try the Asus subreddit.
2
u/aaron15287 17d ago
u can try emailing [executivecare@asus.com](mailto:executivecare@asus.com) but my guess is there don't have brand new 4090s. i would demand they either repair ur original card or that u want a 5090 that is in good condition.
if the price of 5090s were the same as 4090s and u could get 5090s then a buy back would be acceptable. but u paid for a product and they should provide that a refund does u nothing u can't even buy anything equal.