https://pictr.com/images/2020/08/27/7lerhl.md.jpg
I had this new Asus Tuf Gaming B550M plus wifi motherboard, one of the screw on the motherboard bracket is so tight that I ended up stripping it while unscrewing. Now the screw no longer removable. I had tried rubber band, glue, none of that works.

I contacted Asus customer service, and the replies that I got is hardly even useful. This is the reply

Pertaining to your query, please refer to my below response:

1. Kindly be informed that we are providing the available service center address for the motherboard repair. There is no public contact number or email available for the service center. You just need to walk-in to the service center within the operating hour.

2. We are unable to do any escalation for your screw issue, you need to walk-in to the service center for further assistance.

How am I supposed to walk in if I not even sure that the so-called service centers will fix it? The customer service lady pointed out 4 service centers and 2 of them located in KL, 1 in Kuching and 1 in KK. Is she assuming that everyone lives in one of this city?

There is no emails/ contact numbers on the Asus website for this service centers, just physical addresses. In fact, some of them are just regular computer shops that sell Asus products.

How am I suppose to get help from Asus regarding this matter? Why can't Asus center just help me with this, I believe with the right tool and technique, this can be done quickly.

https://pictr.com/images/2020/08/27/7lJOeI.md.jpg
it's not a standoff, it is one of the screw that screws the bracket on the motherboard. Those screws are the first thing to be removed when installing the cpu cooler into the motherboard.

I did contact Asus's customer service, what they did is just pull up some info from Asus website and tell me to "walk in" one of the service center. The problem is, there is no contact number or email in there. Google search returns nothing, I am not even sure if they still exist.

I don't really live near the service centers, how am I supposed to walk in?

I agree with you that service center don't have proper tools for this. So I should just mail it to any of the service center and they will mail it back to the factory?

For one thing, the customer service seems useless to me. This is what they replied

Kindly be informed as per check with our relevant team, your device falls under "Customer Induced Damage" as the screw already crumbles inside the plastic. If the service center is far from your location, you may refer directly with your resellers for further assistance. If you purchase it online, kindly walk-in to the service center and let them check further to see whether they are able to help you remove the screw.

When I ask the reseller, they tell me to ask Asus. When ask Asus, they tell me to go to service center, with no contact given, just walk in. They wont even bother to ask where I live before ask me to "walk in". They kind of hope that keeping telling me to walk in will make me feel useless and I will eventually give up on them.

I did ask the reseller, they tell me to ask Asus. What the reseller will do is ask Asus anyway, and Asus will give them the same answer as what they give me. Asus Malaysia doesn't have any facility to solve this small problem? They just keep asking me to bring to service center.

I bought online. The retailer tell me to contact Asus myself.
I did tried to fix it myself, I tried with superglue with another screw on it, it doesn't even stick. Is epoxy a lot stronger than superglue?

I tried rubber band, and even tried to saw the screw, the problem is the bracket is getting in the way, there is no clear path.

They will consider this as CID, would they still replace one for me?

The thing here is, everyone is pushing the problem around, one tell me to go to other place, and other place tell me to go other place.
Asus ask me to go to their service center, the so-called "service center" is actually just computer shops, why would they risk doing this for me? Make no sense. There is no contact info in the Asus website for those service centers, just physical address.

Asus customer service keep telling me to walk in. They narrow down the service centers to four that has "motherboard" tag on it. Two is in KL and, another 2 in East Malaysia. How absurd it is to tell people to just walk in, considering that there is no guarantee that they will even do the job? Moreover I don't live near KL.

The more I tried to fix it, the more I worried that I might damage the board.

Why do you say that it is board damage, just the screw is damaged. I don't even need them to replace the screw, I just want the screw out so that I can use the board.

Ya probably I will give epoxy a try.

If retailers don't want to do anything, I can understand.
What I cannot understand is Asus customer service replied me

" We have double confirmed regarding the matter, our service team cannot assists to open the screw as it already crumbles inside the plastic. My apologies for the inconvenience caused to you."

They just wont do anything, if they cannot fix it, then send it to Taiwan, as you suggest. All they do is just keep saying no to the customer and hope that the customer will just give up.

Imagine this, Asus wont fix Asus product, then who will?

Can etailer themselves deal with Asus Taiwan directly? Or they must go through Asus Malaysia?

I they must go through Asus Malaysia, then I think Asus Malaysia will give them the same answer as they gave me. That's why I rather ask Asus Malaysia myself than asking the etailer.

What I don't understand is, why Asus customer service seems not to care at all, they just keep telling me to go to service center and when I say this is not possible, they just say they can't fix it, and not telling me what to do. So even if the etailer ask Asus, they will tell the etailer the same thing right?