I am writing to express my deep dissatisfaction with the handling of my ROG Zephyrus G14 (2024 edition) under your Premium Care Services. As a college student who relies heavily on this laptop for academic purposes, I am extremely frustrated by the recent issues and the inadequate support I’ve received.
My laptop recently experienced severe overheating, which caused significant screen damage. This problem arose despite my responsible and careful use of the device. The information provided to me regarding the Accidental Damage Protection (ADP) coverage under my Premium Care package was vague and misleading. As a result, I was under the impression that any damage caused by manufacturing faults, such as overheating, would be fully covered under the warranty and Premium Care Services.
I visited your authorized service center to resolve this issue, but their response was far from satisfactory. They kept my laptop for an entire month, during a critical period when I desperately needed it for my studies. Throughout this time, I received no updates or communication regarding the status of my repair. This level of service is unacceptable, and it has only added to my frustration.
Given the circumstances, I strongly believe that ASUS is responsible for covering the cost of the repair. The overheating issue that caused the damage is a direct result of a hardware malfunction, which should be addressed without any additional cost to me.
I request that you arrange for a free repair of my laptop under the Premium Care Services as soon as possible. It is crucial that I have a functioning laptop for my studies, and I trust that ASUS will stand by its commitment to customer satisfaction and product quality. Please respond promptly with the necessary steps to proceed with the repair.
