Just received a high end pro-level monitor from warranty repair and it is missing CRUCIAL hardware. This makes me question ASUS warranty repair quality heavily.
User refuses $1,300 deposit for replacement unit after RMA damage
ASUs ProArt PA32QCV 6k ($1300) was just sent back missing TWO USB Type-C ports on the I/O panel! This is concerning to buyers because it poses a risk when it comes to warranty repairs for high end creative workstations that need connectivity for their job.
Specifications
- Model: ProArt PA32QCV
- Resolution: 6K
- Price: $1,300
- Issue: Two USB Type-C ports missing
- Replacement Deposit: $1,300
ASUS ProArt PA32QCV high end pro 6k monitor made for people that need lots of ports for professional use. It's main value comes from the wide variety of ports so missing 2 USB Type-C ports is a huge hit on functionality. So people that use this specific monitor rely heavily on those ports to connect peripheral devices. This makes the device feel incomplete when it's returned.
Upon inspection of the returned monitor the I/O panel is indeed missing 2 USB Type-C ports that were there prior to making the warranty claim. The user is accusing ASUS techs of damaging the device in the RMA process which seems to point to incompetence or failure in some way. This physical damage is the opposite of what you would expect when getting a product repaired under warranty. It should be in the same condition it was prior to repair.
ASUS is now asking for $1300 refundable security deposit for a 'Advanced' replacement monitor. The user is refusing to pay this deposit and will be taking it to the CEO and Better Business Bureau. This shows how there is friction between manufacturer warranties and consumer expectations for damaged hardware from repair.
The user is denying the deposit to get the replacement monitor so the central problem remains. ASUS is not taking any responsibility for the damage however is providing a path forward with the Advanced Replacement program. This is a cautionary tale for any owners of high value peripherals about potential risk of sending items in for warranty repair.
That is a terrifying scenario for any professional relying on those connections for their daily workflow.
Does the Advanced Replacement program actually verify the serial number on the returned unit before shipping the swap, or do they just trust the customer not to send back a different broken monitor?
They typically require a return shipping label and tracking number. The new unit ships with a tracking code as well. It creates a closed loop for inventory control.
I would hesitate to send a $1300 display to a regional service center without photographing every port before sealing the box.
honestly the risk of sending high end gear for repair is just too high tbh 👀
The deposit requirement feels like a penalty for their own incompetence. I would be escalating this immediately to corporate.