Asus warranty coverage issue classification for a non user caused problem

[Ari b]

Name of Brand:

Asus 

 

Description of your issue:

I got a vivobook s16, and after almost half a year with it, I decided do open the laptop to clear dust clogging the cooling system and when I tried removing one of the screws it just kept spinning in place without coming out. after removing the other screws the lid was about to pop off anyways and I found that the past in the body they was supposed to hold the screw in place was completely disconnected from the rest of the body of the laptop. (I was using a the xiaomi electric precision screwdriver at the lower twerk setting and there were no marks of ware under pressure on the screwdriver bit used or the screw)

 

Have you tried solving your issue through the brand's customer support channel? If so, what was the result?

I tried contacting the support and they decided that even though it would be practically impossible to do the damage in such way, it was my fault and was not under warranty coverage drive they classified it as user damage, despite it clearly not being the case.

 

What would an ideal resolution of your issue look like?

Replacement of the metal chassy part that was broken.

 

[emosun]

Try the warranty support again but this time just simply say your credit card company already approved the charge back ahead of time and just needs asus to confirm they will not honor the warranty.

asus wants you to not have your money back , and also doesn't want to spend any money on their end. the implication that your card company (someone they can't tell what to do) will pull the money regardless of their denial will usually elevate your problem to an actual person. More than likely you've just been dealing with bots up to this point.

[emosun]

but also keep in mind laptop screw studs break off all the time. only like 8 of the 20 screw studs on my old laptop weren't broken off and it still works fine.