Official statement from Asus on RMA problems with graphics cards

I recently reported on RMA problems with Asus using a very specific card that the buyer had sent me, including all documents, emails and the recorded RMA process. This is not an isolated case, as other readers have also contacted me in the meantime to tell me about their experiences with the Asus RMA and where a spring screw on the voltage converter heatsink was missing, but this case I described was blatant and truly exemplary due to the completeness of all the details.

Premium GPU, discount repair: ASUS shows how to melt trust and turn the hotspot into a feature

At the time, I contacted Asus directly with all the data and also my findings, because it’s not helpful as a medium to just surf the clickbait wave, but ultimately also to describe directly to such a large company what would otherwise be lost on the almost endless path of instances and responsibilities. Chinese Whisper is a popular parlor game and the bigger the company, the more uncertain the outcome.

Even if it has taken a little while, because the corridors of all the instances at Asus headquarters are certainly echoing and long, something has happened and Asus has reacted, you have to give them credit for that. I will therefore publish the official statement that reached me yesterday evening in full:

ASUS have been informed by “igor’sLAB” of a specific case of a faulty repair of a ROG Strix RTX 4080 OC White Edition.

We would like to apologize for the defects that have been discovered, as they do not meet ASUS’ high-quality standards.

The following specific findings can be confirmed:

• An unsuitable thermal paste was used to repair the graphics card, which led to higher temperatures and associated fan speeds. In addition, this thermal paste has a low longevity compared to available alternatives (see implemented measures).
• It was found that the thermal paste was not removed in accordance with the guidelines.
• When reassembling the graphics card after replacing the thermal paste, no special cable management was performed. We appreciate the helpful hints from Igor’sLAB and will update our internal documentation to emphasize proper cable management.
• We will also check all the thermals pads on the product to make sure the contact is sufficient
• The hotspot temperatures were in a critical range, which affects loudness and long-term durability.
• The above points could not be identified during the final inspection.

 

The following measures were implemented immediately to optimize the repair process:

• Effective immediately, we will only use phase-change thermal pads for GPUs in graphics cards with a TDP rating of 200W or higher, which we already use in our RTX50 graphics cards by default.
• From now on, only the thermal paste type TC-5888 / TC-5550 and those equivalent or higher will be used for all repairs to graphics cards with a TDP rating less than 200 watts.
• These rules apply to all graphic card repairs regardless of the age of the graphics card.
• As part of our quality assurance process, the inventory of repair materials (e.g., thermal paste) will be subject to continuous checks. Following the report, all materials related to graphic card repairs have been thoroughly checked. The goal is to avoid the use of unsuitable materials.
• Short-term retraining and a revision of the repair instructions will be carried out.

If customers have concerns, they can check the temperature using GPU Tweak III (as it better reflects their actual gaming scenario). If the test results indicate abnormal cooling performance, the graphics card can be sent to the ASUS service center for further inspection and handling.

It is part of our continuous improvement process to review existing repair processes at regular intervals and optimize them, as necessary. In doing so, we are guided by the principles of customer satisfaction and quality.

In my view, the statement from Asus definitely contains concrete measures, which at first glance are of course positive. It is clear that the company has reacted, understood my comments and is now trying to address structural weaknesses in the repair process. In particular, the clear specification of certain heat-conducting materials is a step forward, as this should prevent the use of inferior pastes or unsuitable pads in future. The addition of follow-up training and the revision of the repair instructions also show that improvements are being made here, at least at an organizational level.

However, it remains to be seen how consistently these requirements will actually be implemented in practice, as these are partner companies commissioned with the RMA, and whether the controls will really be effective in the long term. It is easy to formulate rules at first, but it is crucial that they are applied consistently in the global service centers, which are often outsourced or organized very differently from region to region. The reference to GPU Tweak III also seems almost like a safeguard against customer complaints rather than a genuine solution, as it places some of the responsibility back on the user.

Nevertheless, it can be said that Asus has visibly taken measures that go in the right direction. Now it is up to Asus to decide whether these announcements will result in a lasting, noticeable improvement in quality or whether they are primarily a reaction to criticism. But that is exactly what can be verified.