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ROG THETA 7.1 and warranty

logos_qrdl
Level 7

Hi,

I am (or I was) proud owner and user of ROG THETA 7.1 headphones bought in polish shop mediaexpert.pl 31.03.2022. Aftert few months of using headphones broke and I sent them back to seller (warranty). After few weeks they send it back, because in their own opinion it was my foult to break them. During normal use, the attachment of one of the ear cups to the headband broke off. In my opinion, this was due to a hidden material defect. I am pretty sure they rejectecd my inquiry because I did not buy they "extra" warranty service. 

 Of course, according to Polish law, the seller is obliged to cover the equipment with a two-year warranty, but mediaexpert is trying to forcefully sell an "extra" warranty. If it is not purchased, virtually every complaint will be rejected, especially in the case of material defects. I wonder if Asus is aware of such practices that directly affect their brand.

Then I wrote to the official Asus hardware service in Poland asking them to consider the warranty, but they replied that it was not their problem, only mine and the store's (sic!). I have been a fan of Asus hardware for decades. I had graphics cards, motherboards, monitors etc. I have never experienced such an unpleasant situation in which a seller tries to blame me for a defect in a device. When purchasing such elite equipment, I absolutely did not expect similar treatment by the seller and service center of Asus equipment in Poland. This is what I wanted to avoid.

Please advise me what to do in this situation.

I am scientist/university teacher and used this headphones carefully mostly on remote lectures.

Best,

Tomasz Michaluk

IMG_20230705_215354583.jpg

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2 REPLIES 2

Aureliannn_ROG
Customer Service Agent

Hi @logos_qrdl ,

based on your question, may I confirm if you are currently able to use the headphones? 

When you purchased the headphones, it came with two ROG Hybrid ear cushions. 

Could you try reinstalling the provided ear cushions? 

Additionally, could you provide more photos of the detached ear cushion for our reference?

Regarding the replacement, did the dealer offer a free replacement for your headphones, or did they charge for the replacement? 

Also, please provide the product serial number of the headphones via private message. Thank you.

Providing detailed device specifications (MB/CPU/GPU/PSU, etc.) and the respective driver versions, OS version, and BIOS version will help us analyze the issue more effectively.

Hi  Aureliannn_ROG,

No, I am not able to use the headphones right now as they are broke.

Yes, see attached pictures.

Yes.

No, they only stated in polish that “Good morning, Mr. Tomasz,

I regret to inform you that, based on the expert opinion, the complaint was not accepted.

The reported irregularity cannot be qualified for free repair.

The product will be sent to the address indicated in the complaint no later than on the next business day. Once you receive your shipment, please check its contents to make sure there has been no shipping damage.”

Dealer offered me nothing. No repair, no replacement (replacement was my preferred option).

Best,

Tomasz Michaluk

IMG_20231222_091438522.jpgIMG_20231222_092209395.jpgIMG_20231222_093615770.jpgIMG_20231222_093646399.jpgIMG_20231222_091904286.jpgIMG_20231222_091807700.jpg