Recurring issue with the scroll wheel - ROG GLADIUS III WIRELESS

[Zuigou]

Hello,

I'm reaching out regarding a recurring issue with the mouse I received as a gift with the purchase of my ASUS motherboard (purchased on October 3, 2023). The mouse was shipped on February 10, 2023.

In April 2024, I reported a defect with the scroll wheel (erratic scrolling or scrolling in the opposite direction), and you kindly sent me a replacement mouse. Unfortunately, this replacement mouse is now experiencing the same issue over time, making it difficult to use.

Additionally, I’ve noticed that this scroll wheel issue seems to be a common problem reported online for this specific model.

As a loyal customer of ASUS products, I would like to know if it’s still possible to receive another replacement, either of the same model or a different one, to avoid encountering the same problem again.

If needed, I can send the relevant details (e.g., invoices, purchase proof) via private message.

Thank you in advance for your assistance and response.

Best regards,

[Aureliannn_ROG]

Hi @Zuigou ,

Thank you for your patience. We apologize for the delayed response due to the holiday.

To better assist you with your mouse issue, we would like to confirm the following:

1. Mouse serial number (SN): Please provide the serial number of your mouse so we can look up the relevant product information.
2. Repair order number: If you have previously contacted our customer support or service center, please provide your repair order/Callcase number so we can check your history.
3. Firmware update: Please ensure that your mouse firmware is up-to-date. You can refer to the product manual or visit our official website to check for the latest firmware and update it.

Providing this information will help us locate the issue more quickly. Thank you.

[Zuigou]

Hi,

1. Mouse serial number (SN) : M7MPGD516526

2. Old assistance number : E24040019482-0001

3. My mouse is already updated. I have the same problem as before (April 2024)

Thanks,

[Aureliannn_ROG]

Hi @Zuigou ,

Thank you for providing the information. To further assist our backend team in their verification process, please provide the Armoury Crate logs for our review.

The log files contain detailed information about the software's operation, which can help our backend team identify the issue. 
Please ensure that the logs accurately capture the moment the issue occurs. (Please enable logging, perform the problematic operation once, and then package the logs.)
Here are the steps to collect Armoury Crate log files: Please refer to Q5: What is APP Diagnostics? https://www.asus.com/support/FAQ/1043747/#a14
After completing the above steps, please upload the collected log files to a cloud storage service and provide the link along with the approximate time and method of operation via private messege for our analysis. 
We greatly appreciate your understanding and cooperation.

Furthermore, as the product serial number is considered personal information, we advise against providing the complete serial number in a public comment. To protect your privacy, we have hidden the last three digits of the product serial number. If you need to provide the product serial number for further assistance, please contact us through private message. 

Thank you for your understanding and cooperation.

[Aureliannn_ROG]

Hi @Zuigou ,

to further investigate the issue, we recommend providing the AC log for our team’s reference. 

Please follow the recording method mentioned in the previous response. If you have any questions, feel free to contact us. Thank you.