ZENBOOK HINGE- REPAIR FAILURE FRAUD

Review: I do not suggest you purchase anything of value from ASUS

In November, I had my Zenbook hinge detach on the right-side. I quickly learned that it's a very, very common design flaw. (Laughably Common) (Another) (Again) (A blog this time) (How about a video?) Also, it started making a loud buzzing noise when the screen was on.

Thought everything was going well, even though I was not able to get through on the phone, I was able to get an RMA number after going back and forth for about 3 days (this becomes a trend). After $34 dollars at USPS for shipping a ridiculously overprotected laptop in a large box, I figured everything was good.

The laptop was received on the 21st. Holiday weekend and all, I waited until the 28th to worry. Several phone calls attempted, all disconnected while on hold. Sent an email... no response.

 It wasn't until December 5th I got an automated reply, saying that the laptop was physically damaged with a poorly composed photo of a broken screen, and that it would cost me a significant portion of the retail value to fix. Not only that, the repair would be unwarranted, and not guaranteed to fix the problem.

Since I knew the screen wasn't broken when I mailed it, I requested more information via the 'dispute' function, and requested them to retain the packaging and laptop for USPS to inspect for insurance claim.

It was also when I requested through the CC_ASUS@ASUS.COM address to investigate. They referred me back to the 'dispute' feature on the RMA site. (this is kind of important later on)

The only response that I got back was that the packaging was disposed of and that they were shipping the laptop back for non payment of repair quote.

Since all the conversation was via the RMA site, it's unsurprising that shortly after I received the fedex email, the link to the RMA page is now inactive. 

At the end of the ordeal, they shipped it back, as-is, which much to my surprise (not) it does not have a damaged screen, only the detached hinge. It also doesn't even boot now. So there's that. But.. they managed to hike it out long enough that now in January the system automatically says that it's out of warranty!

Note the lapses between responses; over a month to reply to the original tweet/DM

#ZENBOOK #ASUS #HINGE #REPAIRFRAUD