I bought my laptop few months ago and was initially impressed. Day before yesterday, I shut my laptop after working, and when I tried to open it later, I heard a cracking sound. The hinge had become stuck, and attempting to open it fully would have caused the screen to crack or incur other damage as the bezel was seperating from the screen.
I contacted customer service, and since I have both extended warranty and the 1-year standard warranty, they assured me it would be covered unless there was damage caused by liquids or dropping. However, the authorized service center blamed us and tried to charge a hefty fee despite the laptop having no external damage. They said it may have been caused by opening the laptop from the “side” and not from the “center”. And what if I have been opening the laptop from the indent it is meant to be opened from? Let alone if simply opening a laptop from a particular side is enough to suddenly damage a hinge and cause the bezel to seperate, what is this “military grade level” testing and “20k times hinge test” that you speak of when selling your laptop? The reasoning for the blame is as ridiculous as it gets simply because there is no way they could call it accidentally induced damage owing to the fact that the laptop cannot be opened without damaging it and all the damage is at the interior, nothing that could be caused by mishandling. Is this the extent Asus can go to avoid good service?
I see many complaints about Asus’ weak hinges on various different forums. I haven’t even used flip mode in months. Charging for what is clearly a manufacturing defect is unethical.
As a student, I can’t afford expensive repairs so soon after buying this laptop. I have my exams next month and this has put me in a difficult situation. I am looking to taking this up with the National Consumer Court. Asus’ misleading advertising and poor customer service is disappointing to say the least.
