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"Urgent Complaint: Laptop Not Functioning After Return"

Florimss
Level 7

Dear Sir/Madam,

 

I received my ASUS ROG STRIX G16 laptop back after an inspection by your service on January 17, 2025. Unfortunately, the device has not worked since then.

 

The original reason for sending it in was that the laptop was running extremely slowly and temperatures were regularly above 95 °C during operation. However, before shipping, the laptop started up without any problems and the battery worked perfectly.

 

After returning it, the laptop no longer turns on. The keyboard lighting comes on for about 30 seconds, but the screen remains black and the device turns off again automatically. I have followed all the steps you recommended, including pressing the power button for 60 seconds, but to no avail.

 

In addition, I have been informed that the laptop has oxidation damage caused by liquid. I would like to clarify that my laptop did not have any such damage before I sent it in. How this occurred must be clarified by your service.

 

I demand a quick and transparent solution to this problem. If no satisfactory answer is given, I will be forced to escalate the case.

 

I would like to ask you to let me know how you would like to proceed to resolve this issue.

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6 REPLIES 6

Anbby_ROG
Customer Service Agent

I’m sorry to hear about your experience. To further clarify the issue, could you please provide the following information via private message? 

We will coordinate with the local service team to check your case. Thank you.

 

  • Name:
  • Phone:
  • Email:
  • Serial Number:
  • RMA Number:
  • Location:
  • When connecting the power supply, does the battery indicator show any changes?
Due to the regional holidays, my responses may be slightly delayed.
Thank you in advance for your patience and understanding 🙂

Dear Anbby_ROG,

Thank you for your prompt response regarding my urgent complaint. Below is the information you requested to further investigate the issue:

Name: 

Phone: 

Email:

Serial Number:

RMA Number: 

Location:


To answer your question regarding the battery indicator:
When connecting the power supply, the battery indicator does not show any significant changes. The keyboard backlight turns on for about 30 seconds, but the laptop does not power on and then shuts down automatically.

Details of the Issue:
Before sending the laptop for repair, the device experienced extreme slowness and high operating temperatures, frequently exceeding 95°C. Following the repair, the laptop was returned to me but is now completely non-functional.

Upon connecting the power supply, the following occurs:

The keyboard backlight turns on for approximately 30 seconds.

However, the laptop does not power on or boot, and shortly after, it shuts off completely.

No additional indicators or signs of functionality are visible.


This is highly concerning, as the laptop was functional (though slow) prior to being sent for repair. Additionally, I have been informed by your team that the issue stems from oxidation damage caused by liquid exposure. However, I must emphasize that no liquid damage occurred while the laptop was in my possession, and it was functioning prior to being sent in.

I urgently request a review of the repair process and the current state of the device. This situation has caused a significant disruption to my work, as I rely on the laptop for fulfilling customer orders and cannot afford further delays.

Please escalate this matter to the local service team as soon as possible and provide an update on the next steps.

Thank you for your understanding and support. I look forward to your prompt response.

Best regards,
Florim Sejfulahi

how can I contact you privately to send you the Informationen you required??

 

 

Hi @Florimss You can send a PM, just be mindful of the Chinese New Year so there may be a delay in response. You can contact service for your region also

9800X3D / 6400 CAS 28 / ROG X870 Crosshair / TUF RTX 4090

Anbby_ROG
Customer Service Agent

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

Due to the regional holidays, my responses may be slightly delayed.
Thank you in advance for your patience and understanding 🙂

Florimss
Level 7

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