I bought an ASUS TUF computer through Amazon in February of last year. In November, through no damage, the display stopped working, though the laptop would still work with an external monitor. I attempted to initiate a RMA with Asus. When doing so, the Asus support site said that they have contracted Best Buy to do all of their warranty repairs and to take the computer there.

So I take my computer to Best Buy, they say they don't repair my model of Asus computer because they only repair models purchased in their store. I went home and called both Asus and Best Buy who both assured me that the store was responsible for dealing with the warranty repairs and that I should take it back.

So on 11/11/2022 I take my computer back to best buy, explain everything, and they agree to send the computer out for repair. They had an incorrect number for me, so I corrected it with them - they updated it in their system and wrote it on the physical ticket. Weeks go by with no contact. Finally, my friend (who's number was on my account before I changed it) tells me that she got a call from Best Buy saying my computer was at the store, and I go to the store thinking I will be picking up my computer.

When I get there, they have my computer but it's not repaired. The workers at Best Buy tell me that they tried to contact me via email to get my approval for the cost of the replacement display. I had been told by the previous employee that they would call, but received no calls except the eventual call to the number that should have not been on my account any longer. I looked after this conversation and did in fact have emails in my junk asking me to authorize the repair costs - but had been waiting for a call as they said.

I ask why I have to pay for a replacement screen if the computer's under warranty - they say they only do warranty repairs if the computer was purchased at your store - I tell them that's not what asus says and that's not what best buy's call center says. Eventually, the agree to send it out for a repair again - with the manager at best buy saying that best buy will eat the cost of the replacement part and that I should have my computer back in 2-4 weeks (this was 11\29\2022).

On 1/11/2023, I still haven't heard from best buy, so I call them and get a national number. The dude on the phone tells me they're "Unable to repair" my laptop so they're just going to replace it with one of the models from their store. I tell him this is unacceptable to me because when I was in the store before, one of the things we had discussed is that the version of my laptop that best buy carries is sub-par to the model I purchased. I bought the computer, it's in warranty, and giving me a worse version of it is an unacceptable solution to my issue. They tell me I have to go to the store.

I go to best buy for the 4th time. The people there were nice, but they basically tell me that Asus won't provide the repair part, so their only option is replacing my computer with a sub-standard one is the only option. If I had bought my computer there, they could give me a credit for the amount and I could pick a new one, but because I purchased it through amazon, this option wasn't available to me. So at this point, all Best Buy can do is either return the computer to me, unrepaired, after having it for 2 months, or they can scrap it and I can have a lesser computer in exchange. I ask them to ship it back to the store so that I can contact Asus again and see what they say.

So I call Asus. The person on the line was very helpful. It took a while, but they said that I could send the computer directly to them for repair, send me the RMA info and instructions, etc. As part of this, they send me a link where I can BUY a shipping label. I'm still on the phone with the service person so I ask about this. Why am I being charged for shipping if it's under warranty. He tells me that's just the way it is and I should check my warranty. I've looked at my warranty (it's here https://www.asus.com/support/images/upload/warranty/global_Gaming NB.pdf) and I don't see anything about shipping costs and RMA.

While I'm glad that I seemingly have a solution to my problem now, I am expected, as a consumer who bought a product that failed through no fault of my own after less than 9 months of use to pay $40 to $125 to have my product shipped back to them for repair.

This is after months of back and forth and HOURS of time spent on the phone and at best buy, and the transportation costs of my trips back and forth.

The complete contempt this entire process has shown for me as a customer is shameful. The fact that ANY costs associated with the repair have been put on me as a consumer when the failure was their fault and their fault alone is infuriating.

The entire process with contracting out warranty services and shuffling me back and forth between Asus and a company I never intended to do business with is asinine.

I will be paying to mail my computer to Asus for RMA repair, because they have left me with no other option. However, I am so deeply dissatisfied with Asus's policies and behavior related to this that I will never purchase a product of theirs again.

It is unacceptable that I have been without my computer for months, and I am incurring shipping costs in addition to the already accrued costs of the time and effort I have put into this so far. There is no reason why a company should not make a warranty repair/replacement hassle-free. And since Asus seems incapable of accomplishing this - I will no longer purchase their products.

Update: Went back to best buy and got my computer, but then it doesn't work because they were planning to scrap it out. They also scrapped out my charger and had to replace it with another one they had from a different open box return laptop that was comparable. I got it home and tried to turn it on, and it wouldn't turn on anymore. (Reminder - everything was functional besides the display when I brought it in.) The store opened it and found out the repair left stuff disconnected and it was missing an internal cable.

The store manager stepped in and they found a higher-spec all around laptop to replace it with that retails for about $500 more than the one I had from before. They are also transferring my data from the old laptop to the new for me.

I'm still really mad at Asus for this whole situation, but best buy has really stepped up to the plate. I should be able to pick up my new laptop tomorrow on my 7th and hopefully FINAL trip to best buy.

Final Update: Went back for the 7th time, and they still hadn't transferred my data, despite saying it would be done in the morning. Said they'd call back when it was done, so I come back later that day to get it - and it was ready, but in addition to not fixing anything and the original problem having nothing to do with anything besides my display, they decided to reimage windows for some inexplicable reason. So I got the new laptop and it's gorgeous, but all my stuff got wiped. Because of course it did.

I'm not too worried though - didn't have much on it and my important stuff is backed up. Still irritating though. But I'm moving on with a lovely new laptop and hopefully I'll never have to speak to them again.

OH LOL - humorous anecdote - when they were checking me out with the new laptop, the dude's like, "We recommend you get a geek squad protection plan," And I was like, "No offense dude, because you all are lovely at the store here, but no way in hell."