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An Unpleasant Experience with ASUS Support - Need Guidance!

Level 7

Hey everyone, I just wanted to share a very distressing experience I recently had with ASUS customer support.

Last year, I bought a brand new ASUS laptop. Sadly, due to urgent personal circumstances involving a move and caring for a newborn and my partner who was facing medical issues, I didn't get a chance to use it much. When I finally managed to power it up, I noticed the charger port was incredibly loose to the point where the charger wouldn't stay put, let alone charge the laptop. Given that it was kept untouched on a high shelf, I suspected it could be a manufacturing defect or damage from shipping.

I reached out to ASUS support in the hopes of resolving the issue under warranty. Initially, the support representatives seemed understanding and assured me that the laptop would be either repaired or replaced. They instructed me to send pictures of the damage, and upon doing so, encouraged me to ship the laptop to them for further inspection.

However, this is where things took a turn for the worse. Shortly after receiving my laptop, I was informed that the damage was deemed physical and thus, wouldn't be covered under warranty. They were asking for nearly $450 (excluding tax) to repair it. Feeling this was unjust, I attempted to dispute the claim, only to find myself in a frustrating loop with their system.

I escalated the matter to a supervisor, expecting empathy and assistance. Instead, I was met with arrogance and baseless accusations that I had damaged the port myself. Despite my attempts to explain the situation and seek a fair solution, the supervisor continually interrupted and berated me, refusing to entertain any possibility other than me being at fault.

I am at my wit's end here. It seems incredibly unfair to be treated this way and be held responsible for what appears to be a manufacturing defect or a shipping mishap. I even warned them of my intention to escalate this issue legally and through social media platforms, only to be met with indifference.

I feel completely let down by ASUS, a company I had initially trusted. Now they are holding my laptop hostage, demanding an exorbitant fee for repairs or threatening to return it in pieces.

I'm reaching out to this community for advice and help on how to proceed. Is this a common occurrence with ASUS? How can I get justice in this situation?

Thank you for taking the time to read my story. I appreciate any guidance or support you can offer.


Customer Service Agent

Hi @Zeusrah ,

Due to the need for your personal information.
I have sent you a message, please check✉. Thank you

I will mark your reply as a solution to let the public know that you solved my problem if my issue is indeed resolved. I give full permission for transparency of my case in the forum post. I need, We need to know what happened!