Question Zenfone 8 suddenly died - no sign of life - Asus EU support not covering because of an unlocked bootloader

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flolaff

Member
Dec 21, 2010
17
18
Hi,

A week ago I was using my < 4 months old Zenfone 8 while traveling in Germany, and at 19% battery the screen turned black. I went back home, tried charging it for as long as possible, it was staying cold and never showed any sign of life.

So I opened a RMA on Asus Belgium website (as I am from Belgium), and shipped the phone to their repair center.
Today, I got an email from them, saying that the warranty wasn't covering the damage, and that I had to pay 500,28€ for a replacement of the motherboard.

When going into their OOW website, I saw this table :
Warranty start:2021-05-16Warranty end:2023-05-15
Issue date:2021-09-13Receive date:2021-09-15
Charge reason:OOWCustomer agree to quotation:
Charge reason:OOW - Out of warranty ASUS Product Unlock Flag-oow scratched

It seems to me that the "unlock flag" is their bootloader unlock tool, that I had indeed used to root the phone before, and wanted to try a few custom ROM - which I actually never did since there were none at the time. Of course, this is completely unrelated to the issue, as it is not even rooted anymore and I basically did nothing with it.

As I am from the EU, I saw that there are laws that protect consumers from these types of abusive behaviors from companies, as explained here https://piana.eu/root/

I am therefore
1) looking for people who had this problem with their Zenfone 8 (what is it actually? never seen a brand new phone die like this)
2) looking for people who had their warranty denied for an unlocked bootloader in the EU, and what is possible to do

Thank you very much for your attention and for your help
 

NisseGurra

Senior Member
Nov 22, 2005
1,370
562
Xiaomi Mi Pad 4
Samsung Galaxy S22
There loads of people that has the same bricked state:
I had it on my 1st ZF8, complety dead. Sent it for repair but ASUS refunded it.
2nd one seems resistent to this bug, rooted, flashed all kinds of roms etc, ended in ramdump state but can always boot to fastboot.
 

flolaff

Member
Dec 21, 2010
17
18
There loads of people that has the same bricked state:
I had it on my 1st ZF8, complety dead. Sent it for repair but ASUS refunded it.
2nd one seems resistent to this bug, rooted, flashed all kinds of roms etc, ended in ramdump state but can always boot to fastboot.
I've seen that but I'm not sure it's the exact same state, as for me it didn't even display anything anymore. Also, did Asus refund you even with your bootloader unlocked?
 

flolaff

Member
Dec 21, 2010
17
18
So update: After a bit of back and forth emailing, I finally got an answer: « Im really sorry but our answer will not change. By using the unlock tool you have agreed that the warranty will be dropped, no matter what problem you are experiencing and regardless of how the problem arose. »

So basically they openly agree that they are scamming me of 500€ after selling me a faulty device, but thanks to an abusive clause, they think they can do it.

Great customer service, always a pleasure to give business to such a great company as Asus… I’ll get my lawyer involved now, anyone who has advices on the legal process in the EU is very welcome.
 

assasss

Member
Jun 14, 2012
44
13
Google Pixel
Google Pixel 3
There are reports on Zentalk forums of both 128 and 256 models dying

We are basically all held in suspense wondering if our phones will die or not. Personally, I have a second phone (Xperia z5 premium) that is fully set up and I can easily switch in case of problems, but it is still not a nice feeling
 

flolaff

Member
Dec 21, 2010
17
18
What type of zenfone did you have?

I am wondering whether only 256GB phones have this issue
Was the 128GB model for me, we still don’t know what the issue is.

If I can’t get the phone fixed the legal way I think I’ll pay the 60€ to get it back unrepaired (because yes, I have to pay for that) and open it myself to try and find the issue. Maybe I’ll be more competent than their lame service at identifying the issue 😅
 

Blumi511

Senior Member
Sep 19, 2021
56
18
ASUS ZenFone 8
Was the 128GB model for me, we still don’t know what the issue is.

If I can’t get the phone fixed the legal way I think I’ll pay the 60€ to get it back unrepaired (because yes, I have to pay for that) and open it myself to try and find the issue. Maybe I’ll be more competent than their lame service at identifying the issue 😅

Oh man I feel sorry for you. In Germany, they'd have to prove it was not their fault in the first 6 month after buying
 

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  • 8
    Well, in EU it's illegal to deny warranty claims due to customer changes that had nothing to do with the actual damage. I would just try to get a different person from Asus, it would seem pretty stupid that none of them are aware of this law.
    Well, actually I opened a case at the European Commission’s « Online Dispute Resolution » against Asus Europe, and didn’t get an answer, but 3 days later I got an email from UPS saying that they had shipped my repaired phone back.

    Still trying to get any apology/explanation from Asus but I guess they finally accepted haha, good news for me anyways.
    3
    Hi,

    A week ago I was using my < 4 months old Zenfone 8 while traveling in Germany, and at 19% battery the screen turned black. I went back home, tried charging it for as long as possible, it was staying cold and never showed any sign of life.

    So I opened a RMA on Asus Belgium website (as I am from Belgium), and shipped the phone to their repair center.
    Today, I got an email from them, saying that the warranty wasn't covering the damage, and that I had to pay 500,28€ for a replacement of the motherboard.

    When going into their OOW website, I saw this table :
    Warranty start:2021-05-16Warranty end:2023-05-15
    Issue date:2021-09-13Receive date:2021-09-15
    Charge reason:OOWCustomer agree to quotation:
    Charge reason:OOW - Out of warranty ASUS Product Unlock Flag-oow scratched

    It seems to me that the "unlock flag" is their bootloader unlock tool, that I had indeed used to root the phone before, and wanted to try a few custom ROM - which I actually never did since there were none at the time. Of course, this is completely unrelated to the issue, as it is not even rooted anymore and I basically did nothing with it.

    As I am from the EU, I saw that there are laws that protect consumers from these types of abusive behaviors from companies, as explained here https://piana.eu/root/

    I am therefore
    1) looking for people who had this problem with their Zenfone 8 (what is it actually? never seen a brand new phone die like this)
    2) looking for people who had their warranty denied for an unlocked bootloader in the EU, and what is possible to do

    Thank you very much for your attention and for your help
    3
    I have now my second ZF8, because i like it a lot. The first died suddenly in the first 6 months or so, luckely i got refund from the seller after a long email discussion. My secod Zenfone is still working. Its rooted like the first one.
    Today the phone of my girlfriend died, seams like "sudden death" too. She bought it used so no chance of refund, but despite so little chances of help I will try to somehow get in touch with Asus for an explanation and a solution.
    edit:

    Good News!!
    Short version: after one month emailing back and foth and arguing with Asus:
    I got refund a free new/repaired ZF8 in exchange to my defect and BOOTLOADER UNLOCKED phone.

    long version:
    first of all: I bought the phone for my GF. It was used with a unlocked bootloader and rooted, but younger than 2 years, so theoretical in warranty.
    First I fullfilled RMA formular and send device to Asus.
    In the beginning they declined the phone because "the device is not covered by warranty, because the given issue is a softwareproblem and thus not covered by warranty.
    Then the send my a cost estimate over 528,48€ for repair. Thats hillarious, almost the price of a new phone.
    I send an email and explained the issue while claiming it's a hardware issue. In this email I linked these forums:

    https://www.reddit.com/r/ASUS/comments/pshs89 https://www.reddit.com/r/zenfone8/comments/pd2ga2
    and told them to read carefully.
    Answer: No warranty, because of unlocked bootloader.
    Me: Unlocked bootloader has nothing to do with hardware issues. Have you read in forums?
    (Meanwhile ignoring emails refering to processing fees and the cost estimate.)
    Asus: Unlocked bootloader, means no warranty. Try to contact your seller and ask him for refund.
    Me: First I don't know how the reseller could help, becaus it's Asus fault. Second I don't care about warranty, fact: the device was faulty immediately after it left the production. I payed for the device, so Asus has to deliver. Maybe you didn't get the issue correctly so please explain it to me:
    Why has my phone died?
    Asus: We will check your issue and we get in touch again.
    Asus: Dear customer, we will offer you a free repair.

    Now the repaired or maybe new phone is on the way to me.

    Guys stay strong!! Take the time, It's worth it!!

    Greetings
    3
    22 dead zf8 so far in the asus forum thread. #asusZF8DeadGate
    3
    Stop supporting companies like ASUS, I stopped purchasing their products from motherboards to routers due to lack of customer support.