For a loyal customer who has spent nearly $30,000 on the same brand over the years—over NT$900,000—many might assume that customer service would go all out to help when a product has issues, but that isn’t necessarily the case.
Recently, a case emerged overseas: a netizen claiming to be a hardcore ASUS fan said he had spent nearly $30,000 on ASUS products over the years. Recently, he wanted to get a replacement 2.4GHz wireless receiver for his headset, but unexpectedly, ASUS customer service told him that this type of accessory was not covered under warranty and that he would need to find a parts supplier on his own. He later even said he was willing to buy the receiver at his own expense, but the dealer link provided by customer service had no trace of the product at all.
He described the whole handling process as a “nightmare.”
Image source: Tom’s Hardware
After spending nearly $30,000 on ASUS products, he couldn’t get a single headphone receiver replaced. ASUS admitted: This situation should never have needed to be escalated through Reddit to resolve.
According to a report from foreign media outlet Tom’s HardwareA Reddit user, lucaslucaalucas23, shared on the ASUSROG subreddit that his cumulative spending at ASUS over the years is nearly $30,000. This time, the problematic product is the ROG Delta II KJP wireless gaming headset he bought in April this year, with warranty coverage until January 31, 2027. He also included purchase screenshots in the post, showing that he has bought at least 18 ASUS products just this year, including a ROG Astral RTX 5090 priced at over $5,400.
Image source: Reddit
He doesn’t want to exchange the entire headset or get a refund—he just wants a replacement for the 2.4GHz wireless receiver that originally came with the headset. Without that receiver, the headset’s main 2.4GHz low-latency wireless connection feature can’t be used, so he filed a warranty claim with ASUS, but the process was truly frustrating.
First, ASUS’s system doesn’t allow you to contact customer service directly regarding this headset, so he had to first pick another product purchased from the ASUS official store to enable the online chat feature. After eventually getting through to customer service, the response was: “Accessories are not covered under warranty; please contact the parts supplier yourself.” But of the three parts suppliers ASUS lists in North America, Tom’s Hardware checked each one, and none of them had the ROG Delta II KJP receiver.
Image source: Tom’s Hardware
Additionally, he added that he originally wanted to buy these headphones on ASUS’s official website, but the order kept getting canceled, so he switched to Best Buy instead. Now that an issue has come up, ASUS and Best Buy are each pushing him back to the other, and neither side is willing to take responsibility.
Most Reddit commenters were quite unhappy with ASUS’s handling of the situation. One sarcastically said, “You might have to spend $50,000 to qualify for the receiver,” while others bluntly stated that the brand doesn’t care how much you’ve spent in the past.
However, after he posted the whole thing on Reddit, the situation took a turn for the better.
ASUS staff left a comment below to apologize, saying they have escalated the case: “We are sorry you had this experience. This is not what we want, whether you are a long-time customer or a new one. I will report this directly to the team, and I have also sent you a private message. We will follow up and assist you.”
A few days later, an ASUS staff member added an edit note to the same comment: “However, we also understand that the experience described in this post should not have needed a Reddit post to be addressed. The customer service team is aware of this case and is reviewing what exactly happened this time, and how to handle similar situations better in the future.”
ASUS has already contacted this netizen directly and said they are helping to resolve the immediate issue, but the original poster has not yet updated whether they have confirmed getting a new 2.4GHz wireless receiver.
As for whether the customer service’s initial refusal to replace the item on the grounds that “accessories are not covered under warranty” was actually justified, it’s still hard to draw a definitive conclusion at this point. The warranty terms ASUS provides for the ROG Delta II do state that some accessories bundled with the product are not covered under warranty, but the examples listed are mainly cables, carrying pouches, stickers, and the like—there’s no explicit mention of the 2.4GHz wireless receiver.
ASUS support has been a nightmare over a simple 2.4 GHz headset receiver
byu/lucaslucaalucas23 inASUSROG
Tom’s Hardware believes that the wireless receiver is a critical component of a headset’s 2.4GHz wireless connection. If the receiver itself has defects or hardware failure, it should naturally be covered under warranty. However, if it’s lost or damaged by the user, the situation is naturally different. This netizen didn’t explain at all why they needed a replacement receiver, so it’s impossible to confirm which situation applies.
It is worth noting that this netizen later saw Tom’s Hardware’s report and also said that most of the article was correct, but because the reporter did not directly ask him for the detailed account, some of the information was based on speculation, resulting in some inaccuracies.
Source: KOCPC Chinese