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

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Coco83

New member
Sep 25, 2021
2
0
Welcome to the club… Unfortunately no other known way than to send it to Asus for repair, and hopefully they will fix it for free unless they can find a way to deny you of your customer rights..
I bought the phone brand new which was already un-lock as I use two sims, one personal and one for business. Today this afternoon the screen turn black and never turn on. luckily I have the old Huawei P30 and swap the sims. but I'm gutted as I have lots of things in my ZF8
 

brainwash123

Senior Member
Jun 27, 2012
219
51
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.

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.
 

flolaff

Member
Dec 21, 2010
14
13
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.
 

MasterWoju

Member
Mar 21, 2017
15
0
well it just happened to me also, luckily i didnt unlocked bootloader. lol after a moment it just worked again. I thought its dead due to mass reports of this issue. strange. it just stopped working for a moment, after 5minutes of holding power button and sound off together. it just restarted, ramdump screen didnt appear
 
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  • 5
    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
    22 dead zf8 so far in the asus forum thread. #asusZF8DeadGate
    2
    What type of zenfone did you have?

    I am wondering whether only 256GB phones have this issue
    256GB that died, new 128GB is ok
    2
    I dont think its battery fail, seems more likely that storage or RAM gets corrupt, the 1st state is
    "waiting for flashing full ramdump". I have this state on my 2nd zf8 but can always reboot to fastboot. That was not the case on the first unit
    2
    does anyone know if it is possible to get someone from the news authors from xda to ask Asus for comments and write an article?
  • 5
    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
    22 dead zf8 so far in the asus forum thread. #asusZF8DeadGate
    2
    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
    2
    What type of zenfone did you have?

    I am wondering whether only 256GB phones have this issue
    256GB that died, new 128GB is ok
    2
    I dont think its battery fail, seems more likely that storage or RAM gets corrupt, the 1st state is
    "waiting for flashing full ramdump". I have this state on my 2nd zf8 but can always reboot to fastboot. That was not the case on the first unit