I had issues with my ASUS Ryujin III not properly cooling my desktop. So I removed it and noticed burnt thermal paste and a deep crack in the copper block from the edge of where the CPU going outwards under the paste. The copper block also looked a bit warped. I messaged ASUS and they hedged, eventually telling me that their "technician specialist" took a look and because it was missing the THERMAL PAD they would not honor the warranty.
THIS PRODUCT DOES NOT USE A THERMAL PAD! When I let them know this, they became confused, took a while to get back to me, then asked if I ever repasted it. I told them I don't remember repasting, but if I did, I would have used Thermal Grizzley Kryonaut which is a common paste.
- Since the process was taking forever, I moved my mobo over a budget build and noticed the faulty 360mm Ryujin AIO is being massively outperformed by a cheapo 240mm AIO I got for $60 from ThermalTake (over 20C difference) so it definitely hasn't been working right for a while.
Asus then took days to get back to me (now over a week in total) only to tell me that the specialist took a look again and they were denying me because I repasted it…
u/Asus_USA This is not cool.
39 Comments
“I told them I don’t remember repasting” why would u say that, they are always looking for excuses to deny…
I loved overclocking back in the day and improving cooling for those few precious FPS but with how expensive hardware is, I leave that shit in factory condition until the warranty expires. Its just not worth it to me if I find myself having to pay for a new card or some persons $200/hr rate to repair it instead of warranty fix it.
What does it use instead of thermal paste? How are you supposed to do it?
Asus is scum, never buy from them, not even mentioning theyre overpriced, got my arctic freezer 3 360 for 65€ and its amazing.
Why would this come with a thermal pad to begin with? I can’t imagine that it did.
Such a weird response.
Do they think that you’re talking about a graphics card, instead of a CPU cooler?
That is the only scenario where I could understand them being unhappy that you reapplied thermal paste.
Voiding the warranty for reapplying thermal paste on a CPU cooler implies that Asus consider their CPU coolers to be **single use?!**
Eventually people will learn the hard way what many know and that’s Asus are scumbags that will screw you any chance they get on warranty.
Maybe ask them to explain in detail how it is physically possible for a non-defect AiO copper plate to get a crack due to applying different paste than stock? This is just utter nonsense.
Also: What the f*** is this about you paying for a repair? Didn’t they literally refuse RMA by claiming that there is no defect????
Just standard Asus bullshit.
It doesn’t matter how you answered them they were going to deny it
Buy at Microcenter/ best buy and always get the store warranty
If they would mean the factory applied thermal paste, ask them if you should have sent the AIO the squished paste on the block, making a possible mess in the box when packing everything.
This way they should know that their bullshit pad take isn’t valid.
Its obvious you can’t send in the AIO with unused paste if you use the thing.
Also send gamers nexus a mail, maybe they need to do another hit piece because ASUS still didn’t learn and people still keep buying their shit.
The only thing I personally bought from ASUS even after all that is their mice, because they have sockets for the buttons.
I haven’t bought ASUS in years because of so many stories of them trying to get out of honoring their warranty.
Frankly their quality has fallen off as well.
Hi, I’m a manager in a warehouse, but this advice I’m going to give you is going to help you in a lot of places, so please pay attention.
If they ask you if you repasted it, you say no. You don’t waffle about, you don’t say what you would have done had you done that, you simply say no.
If your boss asks you if you said Jim has no nipples, you simply say no, I did not say that. You don’t ask them where they heard it, you don’t say that you would have said something else, you simply say that you did not say it.
If the police pull you over and ask if you know why they are pulling you over, you don’t tell them that you think you were speeding, you don’t tell them you think you may have done a California stop. You tell them “I couldn’t say what your reason is”.
Do you see the theme here? Do not give somebody additional information which they can use against you. A flat denial is a valid answer.
ASUS IN SERACH OF RMA404
Shit on EU all you want, but that would not fly here
Looks like we’ll have to get Steve from Gamer Nexus on the case again..
You’d think ASUS would have learned their lesson by now.
so much for “doing better” lol, they learned literally nothing since their last GN video
Fuck Asus.It’s companies like this that create terrible customers.
They become jaded and assume we’re all trying to either weasel out or know nothing about the product we support.
I hate it.
Hmm shitty company
MSI replaced my motherboard, no questions asked (although it legitimately stopped working within a few months of ownership)
XFX replaced a GPU a while back for a new equivalent generation, no questions asked
AMD replaced a 5800X CPU that I bought (new) on ebay and was 1 year out of warranty, for free, no questions asked (it just died on me)
If you want a nice screen and a 360AIO, Look at the Thermalright FW 360. $83-90 pending on color. I use them and they cool excellent plus the screen is customizable and magnetic. Now if Asus sell you an AIO and expect it to be installed once for the lifetime of the product, then they have no business selling them. Of course you may upgrade your CPU which means it would have to be uninstalled and reinstalled. Of course new thermal paste would have to be applied. Asus is trash. I refuse to buy anything from them knowing that if I do need the warranty they will probably deny it. I would never buy a high end GPU or anything high priced with them. MSI isn’t my favorite but at least they can replace things without issue if it indeed breaks down and is still under warranty.
This shit is why I’ll never touch Asus if given a chance.
Im trying to figure out how you got “burnt” thermal paste. That take way mor eheat than what the cpu will give you.
Never underestimate how much a single phone call from your state’s Attorney General can revise their attitude. Contact yours and see if a 5 minute phone call doesn’t resolve the issue.
Oh Steve is gonna have a field day with this one
A thermal pad is applied to each new ASUS Ryujin III.
Days without Asus denying warranty: 0
Didn’t jaytwocents and gamers nexus already shit on Asus already? Why are you people still buying their garbage
Absolutely not buying a single ASUS product after seeing these comments and stories.
/u/asus_usa what the actual fuck are you playing at as a business?!
So the noise that Asus made last year that they’d be fixing their RMA behaviour has in fact turned out to be mostly spurious bullshit.
Colour me not even remotely surprised.
I really don’t understand. They say changing the thermal paste doesn’t void the warranty unless the thermal paste caused damage to the aio. I’d like to know how they can prove the thermal paste damaged it? If anything I’d say Kryonaut would have been better for the aio. I’d fight this and keep at it until they accept they’re wrong. Or send a email to Steve at GamerNexus and see if he will help call them out on their bs🤷🏻♂️. If it wasn’t a common issue with asus denying warranties over bs reasons id maybe chalk it up to bad luck. But too many people are dealing with similar issues. And “Asus” was supposed to improve their warranty process smh
This reply section is unhinged. Lotta people blaming OP for doing nothing wrong.
Fuck ASUS
At this point I cant feel sorry for anyone buying their products and get this kind of treatment.
Many of you wanna act like “everyone is bad” but Asus is the only company that constantly comes up as the worst in honoring warranties. You wanted your fancy overpriced SHIT asus had to offer, and you found out.
Next time, you might start listening to the community you are part of, that these guys are top scammers, more than anyone else.
I have this same AIO that I kinda regreat having to live with that bloatware Armourycrap, But I had to swap this between a 13900KS and a 14900KS and ofc I had to repast it, I am now going to put it on a 9800X3D and another repast.
Guess Iam fucked
Asus are greedy ahole, never buy Asus in 2025.
Been debating over steam deck, rog ally/x, legion go or msi claw. I’ve been leaning towards ally z1 e or X for the longest time but I kept seeing all these horrible asus stories. So I went with the safest choice which is the deck.
This is why my x570 mobo is the last ASUS product I will ever buy.
>**THIS PRODUCT DOES NOT USE A THERMAL PAD!** When I let them know this, they became confused, took a while to get back to me, then asked if I ever repasted it. I told them I don’t remember repasting, but if I did, I would have used Thermal Grizzley Kryonaut which is a common paste.
“No sir! I am still using the factory paste it came with.”
Yeah, I’m not buying your story OP. Not that I see Asus as a good complany.
1) It does come with a thermal pad of paste.
2) Modern Thermal pastes don’t Burn, it dries out, for most modern thermal pasts to burn you would need extremely high temps higher then a cpu could provide. Thermal Grizzly like your post would need temps excess of 350c. But assuming you used thermal Grizzly its still effective even when dried out as it uses zinc and aluminum oxide as transfer agents
You said that the thermal paste was impossible to get off with Alcohol from the CPU… that would mean it would also leave a residue on the copper heatsink which would have resembled a thermal pad unless you lied and wiped it off in which then you lied about it being burnt and impossible to get off the CPU.
I love a good pitchfork jamboree as much as the next guy, but OP story is lacking believability before we ever get to Asus warantee. Including “Not remembering” If he changed his paste, but conviently remembering the exact thermal paste he would have used.
ASUS has always been shit. No idea why people still buy their garbage. All the way back in like 2010, my mom bought a prebuilt from them. The thing quite literally caught fire while I was grinding out Runescape. They denied her warranty claim citing the desktop was not meant for gaming. Garbage company.