[LCD Monitor] When turning off the screen or when there is no HDMI/Display signal, a noticeable fan noise can be heard from inside the screen.

[FAQBot]

[LCD Monitor] When turning off the screen or when there is no HDMI/Display signal, a noticeable fan noise can be heard from inside the screen.

Model:PG27UQ/PG35VQ/PG65UQ/PG32UQX/PG27AQN

When you turn off the screen and press the power button, the fan will continue to run. This design is to protect the G-Sync module and ensure that it will not be damaged due to overheating during operation. Even when the screen is turned off, the G-Sync module is still in operation, so the fan is needed to maintain its stability. Although this may cause some noise, it is necessary to ensure the operation and longevity of the G-Sync module.

To turn off the fan, please enter ”Deep sleep” or”Power Saving” mode. The steps to set it up are as follows:

PG27UQ/PG35VQ/PG65UQ/PG32UQX

*Please check the Menu (OSD) settings. To enter the Menu (OSD), please refer to the user manual. Check the "Enable" "DisplayPort Deep Sleep" or "HDMI Deep Sleep" function. Below are the fan-off times after enabling deep sleep for each model.

PG27AQN

*Please check the Menu (OSD) settings: To enter the Menu (OSD),  Check the ”Power Saving” mode function.

*The monitor fans may continue to operate after the monitor is turned off. When the Power Saving Mode is selected in the Power Setting menu, the fans will stop after 9 minutes when you turn off the monitor.

The following is the time for the fan to turn off after the deep sleep is turned on for each model.

Model	Fan off time after deep sleep is enabled
PG27UQ	about 15 minutes
PG35VQ	about 2 minutes
PG65UQ	about 15 minutes
PG32UQX	about 10 minutes

If the monitor cannot be awakened after entering deep sleep mode, please press any button on the monitor to wake it up, or "disable" the deep sleep function.

[Merciful14U2C]

I have drafted a letter regarding the Asus PG27UQ monitor. It is below if anyone  else would wish to send it. This company has operated in bad faith with the consumer:

[Your Name]
[Your Street Address]
[Your City, State, Zip Code]
[Your Email Address]
[Your Phone Number]

[Date]

Via Certified Mail with Return Receipt Requested

Office of the Secretary
Federal Trade Commission
Constitution Center
400 Seventh Street, SW
Washington, D.C. 20024

Subject: Complaint against ASUSTek Computer Inc. regarding potential unfair and deceptive practices related to the ROG PG27UQ monitor

To the Federal Trade Commission,

I am writing to file a consumer complaint against ASUSTek Computer Inc. ("ASUS") regarding what I believe are unfair and deceptive business practices related to their ROG PG27UQ gaming monitor. The core of my complaint involves a critical, undisclosed firmware issue affecting the monitor's High Dynamic Range (HDR) functionality and the manufacturer's failure to provide adequate, long-term support or transparent communication with its customer base.

Product and purchase details:

• Product: ASUS ROG Swift PG27UQ gaming monitor
• Serial Number: [Insert your monitor's serial number]
• Date of Purchase: [Date]
• Place of Purchase: [Name of retailer]
• Product Cost: [Approximate purchase price]

Details of the unfair and deceptive practices:

1. Undisclosed Firmware Defect:

1. The initial production run of the PG27UQ monitors, including my own, was shipped with a firmware version that exhibited flawed HDR functionality, causing colors to appear washed out and dull when displaying HDR content. This was a significant issue for a product whose high price was largely justified by its premium HDR performance.
2. This problem was apparently known to ASUS, which began addressing it quietly at its service centers and eventually in later production units.

1. Secretive Repair Process and Lack of Communication:

1. Rather than issuing a public notice, a software recall, or making the firmware publicly available for users to install, ASUS required affected customers to send their expensive, heavy monitors to a service center for a free firmware update.
2. The service offer was time-limited and has since expired. There was no proactive communication (e.g., email notifications to registered owners) to inform consumers of the issue or the available fix, which prevented many, including myself, from ever learning about the problem until well after the service offer had ended.
3. This practice kept material information about a major product defect hidden from the vast majority of owners, who unknowingly continued to use a sub-standard product.

1. Engineered "Deep Sleep" Flaw:

1. As a workaround, owners must enable a feature called "DisplayPort Deep Sleep." This is necessary to allow the monitor's fan to shut down, which prevents constant power usage, noise, and overheating of the G-Sync module, potentially extending the monitor's lifespan.
2. However, enabling Deep Sleep causes a "wake from sleep" failure, requiring the user to manually press the monitor's power button after waking their connected laptop. This is an unnecessary and frustrating design flaw that is a direct consequence of the Deep Sleep workaround. ASUS has provided no fix for this issue.

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Specific FTC regulations potentially violated:

• Federal Trade Commission Act (Section 5): This act prohibits "unfair or deceptive acts or practices." By selling a high-end product with a known and unpublicized HDR flaw, requiring a difficult service repair, and failing to inform registered customers, ASUS potentially engaged in both deceptive (misleading omissions) and unfair practices (causing substantial, unavoidable injury to consumers).

Resolution I seek:

Although it is likely too late for a repair, I want the FTC to take action against ASUS for its deceptive practices. I request that the FTC:

1. Investigate ASUS's handling of the PG27UQ firmware issue and its broader customer service practices regarding product defects.
2. Issue a reprimand or other appropriate action to ensure ASUS is held accountable for concealing information from consumers.
3. Encourage tech companies to adopt more transparent and fair practices when dealing with significant product defects that are discovered post-purchase.

I have included my documentation, including receipts and other relevant communications, with this letter. I am prepared to provide further information upon request. Thank you for your attention to this serious matter.

Sincerely,

[Your Name]

[Johnyork]

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