Scammed By Asus Service

[mrburgundy]

i have a rog zephyrus g16(2023) with a warranty valid till 2026. A few days ago, i switched my gpu mode from Optimised to Ultimate in the Armoury Crate and was prompted to restart my device. On restart, my display did not work. I took it to my nearest service center (in India) on the 19th of June for repairs. They took the device, opened it up, checked it and told me a replacement motherboard and display were ordered for my device and that my warranty would cover the repairs.

 

On the 25th, they called me to their location and told me that a chip was missing on my motherboard and that they would not repair my device and that my warranty would not work. They accused me of tampering with the device.They tried to make me sign their service form to close the ticket. I did not sign anything.
I had never opened up the device nor do i have the tools to open up the device.

 

My device is now effectively a brick. I have to probably approach the consumer courts here to get a resolution. 

 

Terrible experience, would not recommend asus laptops to anyone in India.

[BiotechBen]

31 minutes ago, mrburgundy said:

i have a rog zephyrus g16(2023) with a warranty valid till 2026. A few days ago, i switched my gpu mode from Optimised to Ultimate in the Armoury Crate and was prompted to restart my device. On restart, my display did not work. I took it to my nearest service center (in India) on the 19th of June for repairs. They took the device, opened it up, checked it and told me a replacement motherboard and display were ordered for my device and that my warranty would cover the repairs.

 

On the 25th, they called me to their location and told me that a chip was missing on my motherboard and that they would not repair my device and that my warranty would not work. They accused me of tampering with the device.They tried to make me sign their service form to close the ticket. I did not sign anything.
I had never opened up the device nor do i have the tools to open up the device.

 

My device is now effectively a brick. I have to probably approach the consumer courts here to get a resolution. 

 

Terrible experience, would not recommend asus laptops to anyone in India.

What "chip" is missing?

[mrburgundy]

i believe it is the vram near the gpu, they said there is an empty slot there

they compared it to the replacement board and said its missing. case closed for them

mind you it is a 4050 with 6gb of vram. 

[Mumintroll]

This reminds me of a youtube video 1 month ago that Gamers Nexus posted.

I'm sorry to hear that Asus has scammed you too with a warranty case.

 

 

I have a montherboard and PSU from Asus bought less than a year ago.... I hope I won't suffer something similar

[Levent]

Asus allegedly created a direct line for things like this. It was in this video somewhere I think.

 

 

 

[Nuzicx]

It's most likely their reassuring statement holds no merit and their ways haven't changed

Spoiler

We want to assure our customers that any repairs covered under the manufacturer's limited warranty have always been and will continue to be free of charge.

I haven't used Asus since I bought an expensive motherboard and it would take 1 minute 30 seconds to get past bios in fast boot mode, pentium 4 socket.

 

edit: Seen second video above, Good steps taken by Asus, They've really raised the bar. GamerNexus Thanks.

[Alex Atkin UK]

15 minutes ago, Nuzicx said:

It's most likely their reassuring statement holds no merit and their ways haven't changed

  Reveal hidden contents

We want to assure our customers that any repairs covered under the manufacturer's limited warranty have always been and will continue to be free of charge.

I haven't used Asus since I bought an expensive motherboard and it would take 1 minute 30 seconds to get past bios in fast boot mode, pentium 4 socket.

To be fair, big corporate monsters can take time to roll out company-wide changes to their regional subsidiaries, especially when it involves holding sub-contractors to account.

 

If they really judged the situation based on how many VRAM chips are on the replacement board, then that contractor needs firing as that's insane.  As mentioned, the replacement board is probably an 8GB model so is fully populated.  Its going to be pretty clear that chip never existed, as you would see the mark left by the thermal compound on the heat spreader.

[mrburgundy]

On 6/26/2024 at 3:02 AM, Alex Atkin UK said:

To be fair, big corporate monsters can take time to roll out company-wide changes to their regional subsidiaries, especially when it involves holding sub-contractors to account.

 

If they really judged the situation based on how many VRAM chips are on the replacement board, then that contractor needs firing as that's insane.  As mentioned, the replacement board is probably an 8GB model so is fully populated.  Its going to be pretty clear that chip never existed, as you would see the mark left by the thermal compound on the heat spreader.

thats what i suspected, my sku is a gu603vu, the replacement board must have been for a gu603vv sku.

Asus India’s technical team are looking into my complaint is what i was told today

[mrburgundy]

If you look at the model number in the service form provided to me, they write is as GU603.

 

My laptop is a GU603VU sku

 

Asus also sells a GU603VV with the only difference between the two being the GPU and VRAM.

 

I can only come to the conclusion that a GU603VV board was ordered for my GU603VU laptop

[demonix00]

On 6/25/2024 at 9:30 PM, mrburgundy said:

i believe it is the vram near the gpu, they said there is an empty slot there

they compared it to the replacement board and said its missing. case closed for them

mind you it is a 4050 with 6gb of vram. 

Then the people at the service centre are idiots as that laptop can have THREE DIFFERENT GPUs with the 4060 and 4070 having 8GB of VRAM meaning that empty place would be populated with the required chip since it would be 4 x 2GB VRAM chips while the version you have would only require three VRAM chips.

 

The replacement board probably had either the RTX4060 or RTX4070 GPU meaning that they're stupid for not ordering the correct board for your specific laptop.

[mrburgundy]

FINAL UPDATE
Asus India sided with me and agreed that the device was not opened prior to me submiting it to the service center. They agreed that a wrong board was ordered for my laptop. The service center put in a new 6gb vram board and returned the laptop to me. No charges were incurred.