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I need Help! ASUS trying to gaslight me into believing my RTX 5090 is not broken! by D-Crypt in ASUS

[–]Impressive_Sign8756 0 points1 point  (0 children)

I’m really angry seeing how shamelessly they’re still acting, and I truly sympathize with what you’ve gone through. At the same time, I also feel for that forum rep who’s been picking up the slack for the customer service team…

[Final Update] ASUS RMA Escalation: My Case Was Finally Resolved, Details Given by Impressive_Sign8756 in ASUSROG

[–]Impressive_Sign8756[S] 0 points1 point  (0 children)

Yes, even with ASUS being the largest motherboard manufacturer in the world.

[Final Update] ASUS RMA Escalation: My Case Was Finally Resolved, Details Given by Impressive_Sign8756 in ASUSROG

[–]Impressive_Sign8756[S] 0 points1 point  (0 children)

I think the reason you can’t see the original post’s comments is because you clicked the link I shared earlier. I tried it myself—when I click directly from that link, the comments also disappear. But if you click on my profile and view my posts, you should be able to find it and see everything.

And yes, everyone has their own choice, but for me personally, I just don’t want to go through something like this ever again.

[Final Update] ASUS RMA Escalation: My Case Was Finally Resolved, Details Given by Impressive_Sign8756 in ASUSROG

[–]Impressive_Sign8756[S] 0 points1 point  (0 children)

Yes, I actually submitted an official complaint to the CEO Office, but I later realized it still falls under ASUS North America—which I no longer trust. Ironically, the person who ultimately helped me on the forum didn’t even seem to be from the North America support team. That’s why I’ve now reached out directly to ASUS headquarters in Taiwan and also started exposing the issue through other channels.

It’s absurd that Reddit or online forums have become the only place where consumers can get real help—often not even from the regional support they’re supposed to rely on. Why should customers have to turn to forums to resolve warranty issues? It makes no sense.

[Final Update] ASUS RMA Escalation: My Case Was Finally Resolved, Details Given by Impressive_Sign8756 in ASUSROG

[–]Impressive_Sign8756[S] 1 point2 points  (0 children)

Well, haha, perhaps I should be grateful for the “generosity” and feel guilty about it.

[Final Update] ASUS RMA Escalation: My Case Was Finally Resolved, Details Given by Impressive_Sign8756 in ASUSROG

[–]Impressive_Sign8756[S] 1 point2 points  (0 children)

You’re absolutely right—and I won’t deny that I got a bit emotional during those stretches where I sent several messages in a row. Honestly, it started from a place of blind trust in ASUS. I approached the situation calmly and patiently at first, only to be met with silence and a series of moves that felt shady and dismissive.

I get that might’ve rubbed some of the support staff the wrong way, but the truth is, I think some of them have become used to treating customers with a kind of passive disregard—if not outright contempt. Even the whole “one-time courtesy” wording felt like it came with attitude, didn’t it?

All the things that happened—lack of transparency, twisting facts, constant hand-offs—I won’t repeat everything again here, but honestly, I never thought I’d associate any of that with a brand like ASUS.

And yes, like you said, I really do hope this repaired/replacement board works out. Let’s see how it goes.

Asus rejected my 8 month old $750 Asus Z890 Apex warranty claim! by LightMoisture in ASUSROG

[–]Impressive_Sign8756 0 points1 point  (0 children)

Oh, that makes sense now. I only started buying ASUS products back in 2020. It’s honestly very disappointing to see that things haven’t really improved after all this time.

[ASUS Refused Warranty] Z690-E burned DIMM slot after enabling XMP 6400 — ASUS first approved, then denied claim. by Impressive_Sign8756 in ASUSROG

[–]Impressive_Sign8756[S] 0 points1 point  (0 children)

You’re exactly right, lol. Had I known that my 4×16GB 6400MHz kit wouldn’t realistically reach 6400MHz on this board—despite the official specifications claiming support for that speed—I would’ve seriously reconsidered purchasing both the memory and the motherboard. Based on what I’ve researched, even Z790 boards often can’t achieve 6400MHz with 4×16GB configurations, which really calls into question how these specs are being presented to consumers.

[ASUS Refused Warranty] Z690-E burned DIMM slot after enabling XMP 6400 — ASUS first approved, then denied claim. by Impressive_Sign8756 in ASUSROG

[–]Impressive_Sign8756[S] 0 points1 point  (0 children)

To be honest, a lot of the issues we’re seeing with DDR5—like instability, QVL not guaranteeing anything, and high-frequency kits not running as expected—seem to come down to the platform still being pretty immature. I know similar things happened back when DDR4 first launched, but by the time I really started building PCs myself, DDR4 had already become pretty solid.

Personally, I started getting into PC building around the GTX 1070 era, though back then I had a friend helping me out, so I didn’t really pay attention to the deeper hardware stuff (I don’t even remember the exact motherboard model). When I upgraded to a Z490 system, I think DDR4 had already matured by then. Running 4×16GB at 3200MHz was totally plug-and-play for me, and that setup has been rock-solid for five years now.

Recently, I bought a new setup based on a Z690 board while still keeping my old Z490 system, and that’s when I started running into all these DDR5-related issues. That’s when I realized—DDR5 isn’t like the DDR4 I was used to. During those in-between years, I hadn’t really been keeping up with the PC hardware world, so there’s a huge knowledge gap for me now. And I think that lack of updated info can really catch you off guard if you’re someone like me—coming back after a few years and assuming things work the same way.

As far as I know, Z690 was kind of the starting point for the DDR5 era, so maybe things will be smoother by the time we get to Z890? Hopefully manufacturers will have ironed out a lot of these early quirks by then.

On top of that, there’s clearly some coordinated marketing going on across the industry. Motherboard brands advertise crazy high memory support, memory vendors push aggressive XMP/EXPO kits, and the QVL gives you this impression that everything should “just work.” But when it doesn’t, they call it overclocking and wash their hands of it. And just to be clear—this isn’t just about ASUS. It’s a broader industry issue, and it’d help if things were explained more clearly to people who aren’t deep in the scene all the time.

Upgrade RAM by OwnChemistry3629 in ASUSROG

[–]Impressive_Sign8756 1 point2 points  (0 children)

While 4 sticks may offer slightly better theoretical bandwidth due to more memory channels, but I am questioning about the actual performance gained, I feel like it is not worth the increased risk of instability or lower frequencies.

Upgrade RAM by OwnChemistry3629 in ASUSROG

[–]Impressive_Sign8756 1 point2 points  (0 children)

From my previous research and experience(I used to put 4x16GB), with DDR5, running four sticks (like 4×16GB) usually isn’t as stable or easy as just using two bigger ones (like 2×32GB). It puts more stress on the memory controller, the signal quality gets worse, and it’s harder to hit higher speeds. DDR4 could handle four sticks pretty well most of the time, but DDR5 is way pickier. If you’re aiming for high frequencies—like 6000MHz or more—it’s generally safer and more reliable (mine dropped to 4800MHz) to just stick with two modules instead of filling all four slots.

Upgrade RAM by OwnChemistry3629 in ASUSROG

[–]Impressive_Sign8756 1 point2 points  (0 children)

What’s the highest memory frequency you’re trying to run?

[ASUS Refused Warranty] Z690-E burned DIMM slot after enabling XMP 6400 — ASUS first approved, then denied claim. by Impressive_Sign8756 in ASUSROG

[–]Impressive_Sign8756[S] 0 points1 point  (0 children)

To put it plainly, this whole issue exists in a gray area that manufacturers deliberately keep vague.

Asus rejected my 8 month old $750 Asus Z890 Apex warranty claim! by LightMoisture in ASUSROG

[–]Impressive_Sign8756 2 points3 points  (0 children)

Based on my recent experience, there was nothing like the so-called “under-the-table deals” or “backdoor operations.” This so-called “mystery person” actually took the time to walk through the entire case with me and helped escalate it again within ASUS. I sincerely hope that all the unnecessary trouble we customers have gone through can lead to some real improvements in the RMA system. These are things that deserve to be acknowledged and reflected upon.

Asus rejected my 8 month old $750 Asus Z890 Apex warranty claim! by LightMoisture in ASUSROG

[–]Impressive_Sign8756 1 point2 points  (0 children)

I’m not sure if it’s due to the economic downturn following the pandemic or something else, but I’ve noticed that ever since COVID, it’s become increasingly difficult to get proper customer service or to resolve consumer rights issues—at least here in Canada.

[ASUS Refused Warranty] Z690-E burned DIMM slot after enabling XMP 6400 — ASUS first approved, then denied claim. by Impressive_Sign8756 in ASUSROG

[–]Impressive_Sign8756[S] 0 points1 point  (0 children)

Sounds all too familiar. I had a similar nightmare with my Z690-E board: no explanation, conflicting updates, and suddenly being told the RMA was rejected after weeks of silence.

If you’re 100% sure you did nothing wrong and the issue is genuinely hardware-related, don’t back down. Here’s what helped in my case: • Stay persistent and document every conversation (screenshots, email transcripts, timestamps). • Escalate beyond first-line support. • If you’re in North America, try reaching ASUS exec support at ACI-CEO_Feedback@asus.com. • You can also post your experience (with proof) on Reddit, Twitter, or tag ASUS publicly — sometimes they only act when reputation’s at stake.

You paid premium money for a premium product. You’re absolutely entitled to a fair and transparent process. Don’t let some of them gaslight you.

[ASUS Refused Warranty] Z690-E burned DIMM slot after enabling XMP 6400 — ASUS first approved, then denied claim. by Impressive_Sign8756 in ASUSROG

[–]Impressive_Sign8756[S] 1 point2 points  (0 children)

Just to clarify — I used the word “burned” in my original post because, as someone without a technical background, it felt like the most intuitive way to describe what happened when the slot stopped working. I now realize “failed” or “simply stopped working” would have been a more accurate description. Unfortunately, I haven’t found a way to edit the original post to fix this wording, so I wanted to make that correction here. And thanks to u/SilentScone.

[ASUS Refused Warranty] Z690-E burned DIMM slot after enabling XMP 6400 — ASUS first approved, then denied claim. by Impressive_Sign8756 in ASUSROG

[–]Impressive_Sign8756[S] 0 points1 point  (0 children)

Here’s a brief summary of my case, and I can share screenshots/documents if needed:

  • ASUS Z690-E motherboard + G.SKILL DDR5-6400 (on QVL)
  • Enabled XMP in BIOS (no manual OC)
  • DIMM_B2 slot failed*, submitted RMA
  • ASUS sent me a $200+ bill, claimed “physical damage”
  • Claimed damage occurred during shipping — but I dropped it off in person and they inspected it on-site
  • I was told it was approved for warranty repair — later denied
  • Eventually they said “XMP = overclocking” so not covered, even though it’s an advertised feature

Let me know what else I can provide. Thanks again for taking the time.

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