I recently had dealings with Asus. The situation was regarding a malfunctioning keyboard. The computer is a several-year-old (no longer under warranty) Asus K53E laptop. It belongs to my father-in-law and because he is somewhat careless with food (he is 91 so this is understandable), something eventually got under one of his CTRL keys causing it to stick closed. Naturally, this made the keyboard (and scroll wheel) useless.
At this point there were two possible solutions:
- Clean the keyboard
- Replace the keyboard
Before trying option 1 I wanted to see if I could actually purchase a replacement keyboard. I had done this for two Dell laptops so I did not expect any problem. I was able to start an online (text) chat session with an Asus tech (a service not offered by Dell Canada for some unknown reason). He informed me that
- They do not sell parts to the public
- They would charge me around $350 to do the repair themselves
- The service manual was not available to the public
Fortunately I was able to locate a youtube video that clearly showed how to remove the keyboard. I was able to clean and reinstall the keyboard myself resulting in a fully functional laptop.
Several days later I received an email from Asus not just with their apologies, but their "sincerest" apologies for my not being able to get parts. In their own words...
ASUS will not be held liable for any injuries or damages incurred if you attempt to repair your product.
Now, if I were looking to sue them I would not have to buy a part first. I could just open up the laptop and fake some sort of injury. Perhaps I could claim a hitherto unknown allergy to 5 volts. In any case, it seems to me that including a "we will not be liable" waiver with all parts would be sufficient. Who knows? They did, however, provide me with a link to the service manual, which, when I downloaded, turned out to be the user manual which I already had.
Some companies like to sue over negative opinions posted online. As far as I can tell, what I have posted above consists merely of the facts. I am not making a recommendation as to whether or not you should buy an Asus. I'm simply giving you the facts of my recent experience.