- Asus rog 5 multiple motherboard failures ^Closed

Harish S filed this complaint against Asus India on Dec 22, 2021

Resolution Demanded:
Apology
Refund
Replaced
Damages

I bought Asus ROG* phone **GB ram/ *** GB storage from flipkart on June **** for Rs ***** under nocost emi using my credit card. First few months everything went fine. On November **th **** my wifi/hotspot stopped working. I searched google for resolution and found out its a common problem in Asus ROG * phone and many consumers also facing the wifi hotspot issue or phone fully dead due to faulty and cheap quality motherboard placed inside.

I submitted the phone at an Asus authorised service center nearby on the very next day (**th November ****) and they told me only resolution to fix the phone is to change the motherboard. Service center guy also told me its a common problem in ROG* phone and they will replace it with new version motherborad. After reaching home I emailed customer care and few asus top officials regarding the same and asked for refund but they replied that only service warrenty is available. I thought the new version mother will solve the issue and I waited for the repair to complete. After replacing the motherboard I received the phone on December *th ****.RMA number and job sheet will be uploaded in attachments.

Since then I was using the phone and the replaced new version motherboard failed on **st December morning and this time the replaced motherboard lasted only ** days. Within a month my Rog phone * failed twice and both times motherboard failure. After first replacement of motherboard i was having heating issue, at times the temperature went to ** degrees, i felt like it was going to explode and i contacted customer care almost everyday over call , twitter emails with screenshot and even asked what is the safest temperature rog can be used without causing any explosion or injuries to user and they said they have my details and will callback in **hrs. I even tried to call the customercare many times and they also told me that they will call back in ** hours. Until today no one called with a resolution. I have * such callback promises in my email inbox from different dates and in my twitter inbox. Finally my motherboard died second time waiting for their reply.

On **st morning iteslf I submitted the phone to the same service center who did first motherboard replacement and he confirmed that again motherboard failure and also escalaing the case to higherups. He asked me what is the ultimate resolution I want , Replacement/ Refund. I opted refund and he told me tht he will also mention the same in escalation mail. He also mentioned after confirmation of higherups I will get refund. So i send an email explaining everything to customercare and to top asus officials. No reply yet. I also called customer care and they also said senior will call back. No reply as usual. I have been hearing the call back story for last * weeks. No proper response from customer care and the asus officials.

Today(**nd December ****) I have submitted My phone original box and accessories to Service Center as per the advice of the service center guy.

I also want to point out other few things. Once motherboard changed the phone will have different IMEI number and will not match original IMEI number in product box. Technically it will affect my resale value if I decide to sell the phone in future also.I cant accept the *rd motherboard replacement or even a new phone replacement after knowing the phone itself has hardware issues/ manufacturing defect and the chance of this same failure happening is high.Rog * has this design flaw so I cant accept replacement of motherboard or replacement of same model knowing issue will happen again. I want a refund and I dont trust asus or their so called "Rog* premium phone" knowing they have issues. Kindly take action against Asus to get my hard earned money of Rs *****.

Are you brand?

Resolve Complaint

Are you Lawyer?

Help Consumers

Asus India

File a Complaint