[Consumer Alert!] ASUS Service Center tries to not honor warrenty - defective screen

[Tesla74]

Hello all,

There are multiple reports of the screen on this phone failing. When customers file an RMA and send their phone to customer service to get it fixed under warranty, ASUS attempts to blame the customers even when their phones are in pristine condition.

________________
Update 5/22/2019

After weeks of emails and forum posts with ASUS, 3 out of 5 customers have been able to get ASUS to repair the screen at no cost. So if you're dealing with this issue, don't give up!

Proof ASUS used fake photos to avoid honoring their warranty:
https://xdaforums.com/rog-phone/help/zs600kl-screen-dead-t3915901/page3
________________

If your phone's screen fails:
If you're able to return to the seller that would be your best option. 30 days with Amazon.
---- https://www.amazon.com/gp/help/customer/display.html?tag=detailedview-20&nodeId=201840590
File an RMA https://www.asus.com/us/support/article/818
Post a new thread on ASUS ROG Customer Support Forum https://www.asus.com/zentalk/forum.php?mod=forumdisplay&fid=433
---- Include link to this thread and photos of your phone
Post a link in this thread of the thread you've started on the support forum and I'll add to the OP.
Take many pictures of your phone and back up your data (if you can) before you send it in to get fixed.
If they don't honor their warranty leave a one-star review at Amazon and Newegg.
If they don't honor their warranty write to tech websites and forums about your experience.
If they don't honor their warranty take legal action.
---- https://www.usa.gov/consumer-complaints
---- https://www.consumer.ftc.gov/articles/0252-warranties

Here is a blog post on this issue:
https://piunikaweb.com/2019/05/02/a...orm-inside-for-many-rma-denied-in-most-cases/

Here are links on ASUS's support website on this issue:
https://www.asus.com/zentalk/thread-268611-1-1.html
https://www.asus.com/zentalk/thread-264701-1-1.html
https://www.asus.com/zentalk/thread-271050-1-1.html
https://www.asus.com/zentalk/thread-272455-1-1.html
https://www.asus.com/zentalk/in/thread-270274-1-1.html

Here are links on XDA's website on this issue:
https://xdaforums.com/rog-phone/how-to/consumer-alert-asus-refused-to-fix-t3933078
https://xdaforums.com/rog-phone/help/defective-screen-idea-cost-to-repair-t3878297/amp/
https://xdaforums.com/rog-phone/help/zs600kl-screen-dead-t3915901
https://xdaforums.com/rog-phone/how-to/extremly-frangile-t3927664

Here is more on ASUS not honoring their warranty:
https://www.amazon.com/gp/aw/review...20&ie=UTF8&filterByStar=one_star&pageNumber=1
https://www.reddit.com/r/legaladvice/comments/6tlxr9/ma_asus_not_honoring_warranty/
https://community.spiceworks.com/topic/242843-why-i-will-never-buy-asus-products-again-after-today
https://www.youtube.com/watch?v=WPHhxzCc7sg
-

 

[MichaelCaditz]

What can be done about this? I went out and bought a cheap phone just to hold me over. But I spent a lot of money on my ROG phone and had it for only four months before the screen went bad. I am so angry about how I am being treated, I am loosing sleep.

Before this happened I had a positive impression of ASUS. I have purchased ASUS computer equipment. I was a loyal customer. And this is what ASUS has done with my loyalty . . .

 

[Tesla74]

What can be done about this? I went out and bought a cheap phone just to hold me over. But I spent a lot of money on my ROG phone and had it for only four months before the screen went bad. I am so angry about how I am being treated, I am loosing sleep.

Before this happened I had a positive impression of ASUS. I have purchased ASUS computer equipment. I was a loyal customer. And this is what ASUS has done with my loyalty . . .

I posted links to this thread on ASUS's support forum. It makes me mad that they are treating their customers this way. It is obvious that there is an issue with their screen and unfair that they are blaming the customers for it. I'm hoping that this thread helps; if it doesn't we'll look at what legal action can be taken.

 

[Tesla74]

I have a new idea. If ASUS doesn't honor their warranty then we could write to CNET, Engadget, and even XDA editors about this issue. Sometimes bad press is an incentive for them to do what is right.

Edit: If you haven't already, If you have an option to leave a review from where it was purchased, I would write a negative review. Also report to BBB.

If these don't work then we take legal action.

 

[MichaelCaditz]

I'm a philosopher, and thus well-schooled in logic. I can say this: It's absolutely amazing that ASUS can use identical photographs as evidence to claim both that my phone has severe damage, and that it has only cosmetic damage--whichever argument it needs to try and get me to pay them more money. It has severe damage for the purpose of denying warranty coverage; it has only cosmetic damage for the purpose of denying a damage in transit claim. The gall of these people . . .

 

[MichaelCaditz]

Please see the reviews on Amazon. Several customers report being victimized by the same tactic discussed here: ASUS claiming a screen defect is "CID" and holding the phone hostage for $400+.

This has to stop. Consumers are supposed to be protected from this kind of abusive and illegal practice.

https://www.amazon.com/gp/aw/review..._1?ie=UTF8&filterByStar=one_star&pageNumber=1


One of the one-star reviewers states that ASUS informed him, EVEN BEFORE HE SENT HIS PHONE IN, that the screen was not covered under warranty. This is additional evidence that it is ASUS policy to prejudge ALL screen failures as CID.

This company is despicable and deserves to go out of business.

 

[MichaelCaditz]

Another similar story:

https://xdaforums.com/rog-phone/help/defective-screen-idea-cost-to-repair-t3878297/amp/

---------- Post added at 10:52 PM ---------- Previous post was at 10:49 PM ----------

And another:

https://www.asus.com/zentalk/in/thread-270274-1-1.html

This scheme by ASUS to blame a ROG Phone screen defect on customers is rampant. Do we have a lawyer who is willing to take on a class action lawsuit?

 

[Tesla74]

Do we have a lawyer who is willing to take on a class action lawsuit?

Not a lawyer, but I found these two websites that might help:
https://www.usa.gov/consumer-complaints
https://www.consumer.ftc.gov/articles/0252-warranties

 

[MichaelCaditz]

Not a lawyer, but I found these two websites that might help:
https://www.usa.gov/consumer-complaints
https://www.consumer.ftc.gov/articles/0252-warranties

My invoices are coming from Fremont, CA, so it looks like I'll also be filing a complaint with the California Attorney General.

https://oag.ca.gov/consumers

There are also consumer advocate shows on radio and television. Those could be quite embarrassing to ASUS.

https://www.nbclosangeles.com/consumer-form/
https://abc7news.com/7onyourside/

 

[MichaelCaditz]

I just received an email from ASUS "CEO's office" saying that my phone will be repaired free of charge. Now I will wait to see when and what I receive back from ASUS service center.

 

[samshak01@gmail.comr]

Asus Inner display broken without physical damage

Hi have brought the Asus ROG Phone on 14 Jan 2019. while i was playing PUBG , Suddenly my phone was blackout and i have checked that inner display cracked without physical damage. I couldn't see single scractch on the outer glass.

But when I was check with service centre and they are saying this will not be comes under warranty and they were also saying silly answer like inner display might be get damaged because of finger impression and placing the phone inside pant pocket.

RMA NUMBER: INUIK40199

I was shocked about the answers from technician. so ASUS company has manufacturing cheap, weak display for the permium phone.
my friend has advised me that don't go for ASUS ROG phone , it has cheap and week LED display but i didn't listen that.

Can you please help to escalate team.
Please see the below link as many of the buyers has been facing the inner display broken issues, now tell me that is ur Asus ROG PHONE has weak and poor quality display

 

[MichaelCaditz]

samshak01:

As you have noted this is a common problem with ROG phone. So far ASUS has not acknowledged this problem and it is attempting to collect fees of approximately half the cost of the phone for repairs. Until such time as ASUS decides to fix this defect under warranty, each user is on his or her own to argue for warranty service.

 

[Tesla74]

Hi have brought the Asus ROG Phone on 14 Jan 2019. while i was playing PUBG , Suddenly my phone was blackout and i have checked that inner display cracked without physical damage. I couldn't see single scractch on the outer glass.

But when I was check with service centre and they are saying this will not be comes under warranty and they were also saying silly answer like inner display might be get damaged because of finger impression and placing the phone inside pant pocket.

RMA NUMBER: INUIK40199

I was shocked about the answers from technician. so ASUS company has manufacturing cheap, weak display for the permium phone.
my friend has advised me that don't go for ASUS ROG phone , it has cheap and week LED display but i didn't listen that.

Can you please help to escalate team.
Please see the below link as many of the buyers has been facing the inner display broken issues, now tell me that is ur Asus ROG PHONE has weak and poor quality display

If you haven't already, I highly recommend posting on the ASUS support forum. Reference this thread. If you do send your phone in, take a lot of pictures of it first and back up your data.

Please post your ASUS support forum thread here and I'll add it to the OP. The more we document that this is a problem the better it is for us.

 

[MichaelCaditz]

ASUS will be releasing ROG Phone 2 soon.

https://www.digitaltrends.com/mobile/asus-rog-phone-2-news/

 

[Tesla74]

I've updated the OP with more information. :good:

 

[rodfranklin0311]

They got me, too

I'll just post what I posted on Zentalk. But here is the link to my Zentalk post that has the ridiculous pictures added to it:

https://www.asus.com/zentalk/ww/thread-272455-1-1.html

What follows is what I posted in the thread minus photos:

This is happening to me right now. This is the second time my screen has done this. This first time ASUS fixed it no problem. This time ASUS sent two pictures back from their service department stating the screen was cracked from 'impact damage'. Note that the screen is not cracked, the glass is fine. The LCD UNDER the glass is somehow cracked.

When I sent the phone in the screen was completely dead with a very short crack on the right side of the LCD under the glass. I'm talking maybe a quarter inch. They sent a picture back with TWO cracks going all the way across the screen! That was not how I sent the phone in to them! Further, I babied that phone. I NEVER dropped it and never abused it. I was watching TV, looked at my phone, then put it in my pocket. About a half hour later I looked again and there was a spot the size of the pad of my pinky finger that had gone dark and rainbow colored around the edges of the dark spot. As the hour progressed the screen progressively died as I just sat and helplessly watched, not even touching it. It's the EXACT way it died the first time.

The picture of the 'impact damage' is a joke. I had to look extremely hard to see any irregularity in the picture, and I don't see how that would have caused the crack, or how it would have even happened IN MY POCKET. Further, I had the case on it from day one THAT I BOUGHT FROM ASUS. I have never taken it off. I followed all their directions for shipping, bought their shipping label, I did everything I was supposed to do and now somehow my phone is MORE damaged than last time I saw it, and they are trying to say I somehow damaged it via 'impact'?? No! I had my wife look at the picture and she seriously doubts that's even my phone! She doesn't think the crack is even in the same place! I never even thought about taking pictures of my own phone, who thinks about doing that? But my 'dispute' just ended in an e-mail stating physical damage isn't covered by warranty. The guy on the phone asked if I had any pictures of my phone from BEFORE it was damaged. My phone is my camera, how am I supposed to take a photo of my camera with my camera, and why would I do that to begin with?

There is no way this was done by physical damage!! And now they want me to dish out 400 dollars? I can't afford that! Anybody have any ideas? If I can't get it fixed under the warranty like it should be, especially since it would be IT'S THIRD SCREEN, then I'll just have to dish out the extra cash and buy a new Razer Phone 2. I don't see another option here. If I pay the 400, this will more than likely happen again and then I'll have to go through this whole mess all over again. And to think this whole time I was braggin up ASUS to everyone, showing off the phone. All my PC parts are ASUS. I guess if this doesn't get fixed, I'll have learned my lesson there, too.

 

[rodfranklin0311]

I've yet to hear anything from ASUS and they still have my phone. Just to update you all. I'll update the other sites I've posted on as well.

 

[rodfranklin0311]

Just heard back from Customer Loyalty and they won't fix it without the 400 dollars. This, they said, was after they lowered the cost of fixing it. So i told them if they are refusing to fix their faulty product to just send it back to me so I can use it as a paperweight, and I'll notify all the appropriate forums, websites, and reviews on Amazon, Newegg, XDA, Zentalk, and warn family and my entire department about using ASUS for anything. I'll be looking elsewhere for all my PC hardware now, also. Apparently my favorite company is now being run by people that have no care for product quality and customer loyalty. Sorry, everyone. I was hoping ASUS would come clean and fix their problem. Clearly I was wrong. I'll be sending everyone over to Razer from now on for gaming phones.

 

[Tesla74]

Just heard back from Customer Loyalty and they won't fix it without the 400 dollars. This, they said, was after they lowered the cost of fixing it. So i told them if they are refusing to fix their faulty product to just send it back to me so I can use it as a paperweight, and I'll notify all the appropriate forums, websites, and reviews on Amazon, Newegg, XDA, Zentalk, and warn family and my entire department about using ASUS for anything. I'll be looking elsewhere for all my PC hardware now, also. Apparently my favorite company is now being run by people that have no care for product quality and customer loyalty. Sorry, everyone. I was hoping ASUS would come clean and fix their problem. Clearly I was wrong. I'll be sending everyone over to Razer from now on for gaming phones.

Thanks for the update. Too bad this is happening. I'll add a link to your thread in the OP.

 

[ImpressiveNewtype]

Bad Services By Asus

Ohh Asus is such a bad company.. i wanna go for iphone but, apple os system is so crap full with limitations and also customer service always ask alot money.. me too havin bad day with the 1st day i bought that Rog phone.. Luckily after 1week i got my phone back from asus service center.. I don't know what they do to my phone, at least my phone not auto reboot again when i plug in that aero active cooler fan.