ASUS Receives Return of Defective Xbox ROG Ally X
ASUS has recently faced scrutiny from customers following the return of the defective Xbox ROG Ally X gaming device. This issue has sparked concerns about the reliability of the device and the efficiency of ASUS’s customer service, which has been criticized in the past.
Defective Xbox ROG Ally X: A Customer’s Experience
A customer shared their experience after purchasing the Xbox ROG Ally X in September 2025 for £800 (approximately $1,095 USD). After just five months of use, the device stopped turning on completely, despite careful handling and minimal usage.
Initial Troubleshooting Attempts
The customer attempted several troubleshooting methods. After initially believing the problem was a dead battery, they plugged the device into the official charger. Unfortunately, there was no LED indicator to confirm it was charging. Further testing confirmed that the charger was functional, leaving the device itself as the issue.
- Attempted to force restart the device by holding the power button.
- Followed online troubleshooting guides without success.
- Confirmed the charger worked with other devices.
Customer Service Experience with Currys
After determining the device was defective, the customer contacted Currys, the retailer from whom they bought the Xbox ROG Ally X. The customer expressed frustration with Currys’ customer service, mentioning long wait times and ineffective troubleshooting advice.
Challenges Faced
The customer was required to use a live chat for inquiries, which led to additional complications:
- Informed that returns could not be processed via chat due to the 30-day policy.
- Provided with an unhelpful troubleshooting suggestion to turn the device on and off, despite it not turning on.
Ultimately, after hours spent in communication, the customer was directed to ASUS for a Return Merchandise Authorization (RMA) request.
ASUS’s Response and Repair Volume
Upon reaching out to ASUS, the customer encountered further delays. ASUS’s website noted that they were experiencing a “high repair volume,” raising concerns among customers about service efficiency. The message indicated that some repair requests might be redirected to an overseas facility.
Community Feedback
While the customer’s experience has been frustrating, it is unclear if this is a widespread problem among Xbox ROG Ally X users. Discussions on online forums, such as Reddit, have not indicated a large number of failures reported. This raises the possibility that the customer might be facing an isolated incident.
Final Thoughts
After investing significantly in the Xbox ROG Ally X, the customer is left questioning their purchase decision. The reliability of both the device and ASUS’s customer service are in doubt, as they navigate the repair process. Potential buyers may wish to consider these factors before making a purchase.
