Asus
- Deficiency of Services from Asus India and Info Solutions Services PVT LTD Hyderabad Open
Visvesvaran Vaidyanathan filed this complaint against Asus on May 19, 2023
Resolution Demanded:
Apology
Refund
Replaced
Damages
This is with regards to the grievance related to repair of ROG Phone * with the above mentioned details. I had approached the above service center which is the original registered service center with Asus on **/**/**** with regards to handset restarting on it's own, network issues, wifi not detecting, phone heating up. The service center had checked the device and told that the motherboard of the device needs to be replaced. However, these issues had started only after updating the mobile phone to Android **, before that the issue did not persist. When I and the service center had escalated this to Asus higher team, the service center had got the nod to replace the motherboard of the device for free as a onetime replacement and the motherboard was replaced and was ready for delivery on **/**/****. On this day, while receiving the device the service center had told that if this handset goes defective again then we cannot do anything or it's not our fault and they forcefully took our signature before even checking whether the device was working correctly or not. When the handset was being checked from our end we noticed that the fingerprint sensor was not working properly along with mobile cellular signals going on and off and camera being blank while shooting photos. The service center had flashed the software again on the phone and said that this is the maximum we can do from our end and only then the camera started working but rest all things remained the same not working/defective. The service center was not ready to do anything. Today(**/**/****), the phone became completely dead where both the sim slots were not being recognised and the phone was restarting on it's own as well as the back light stopped working. We had submitted the device to the same service center in the evening and within * hours we had gone to the service center to check with them what was the issue and the service center had put the blame on us saying that inside the phone there was * screws missing along with the back light being in the damage state and also had said that we had given the phone to a third party service center that's why this issue had come. To be really frank with your company and the service center, we had never given the device to any other third party service center at all, we had only visited the authorised same service center previously on **/**/**** and **/**/**** in pursuit of the same issue and the issue was not resolved properly but the signature was taken forcefully. Again the same service center claims that the motherboard of the phone needs to be replaced and the engineer in the service center had also said that we only do part to part replacement and not chip level replacement so it's better that you replace the same somewhere outside in another service center who does this. This shows the deficiency of service in the service center, poor Quality of services and the company not providing proper replacement according to the laws. I request Asus to take proper action on this grievance by replacing the handset free of cost as it is the second time after repairing the issue has come or provide proper and free replacement to the motherboard and take it as the second and the last warning. This issue was escalated to Asus Service Quality Manager whose name is Mr. Stalin D'Cruz and he denied listening to me and only had kept pressing on one thing that is he can provide maximum **% discount on the motherboard replacement other than that the company cannot do anything. Before I had started explaining to him that this Motherboard issue had occured due to the negligence of the service center who had repaired it first in December **** and also due to the latest Android ** update which has crippled the battery life, heating issues, device restarting on it's own, sim card slots not showing. The service quality manager had ended the conversation and said that he would revert me back through email on **/**/**** but it has been more than ** hours so I had called him back on **/**/**** in the working hours multiple times but he did not respond to my call and I had called outside the working hours multiple times from different number and he had lifted the call and he told me to call me in the working hours and when I had told him I had called him in the working hours and asked where is the email he had immediately cut my call. When the manager himself is such careless, unethical what more you can expect from the company in resolving the issues? Moreover, this issue is throughout India it's not only my handset of Asus ROG Phone * but other units of the handset too which has the same manufacturing defect and the users/consumers have expressed their concern to the company in the form of social media, youtube etc. But the company has failed to respond on this issue and is blaming the users/customers in reverse that the issue is due to the user. Serious action needs to be taken on the service center, Asus India and the service quality manager Mr. Stalin D'Cruz and the handset needs to be replaced free of cost alongside the motherboard and relevant compensation has to be provided for the mental stress/harrasment caused due to this issue along with an apology letter from the company.
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Asus
Pepperfry
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