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Replacing LB/RB buttons and getting charged for a display? And where can I buy RB/LB?

fuchsling
Level 8

I got a new Asus Ally from a huge supplier in EU (yes, with invoice and warranty) and noticed that the LB button was getting stuck. I could have returned it to the seller, but they would not want to replace it and I just wanted a working Asus Ally.

I figured I might can send it to Asus and after two mails or so I was ready and got the return lable, covered by warranty. Good process until here, now I have received the invoice for.. 120€, listing ... a new display? And speaking about mechanical defects?

I can only imagine they charge for a new display because they have to take apart the whole device and replacing it might be easier than re-using my old screen? What are they talking about? Does anyone know more about this? 

If the screen had an issue or whatever, I would have stated that. It was working perfectly fine, and they should know. The device was sent in for a defect LB button that was just getting stuck.

And yes, reading until this point you may ask yourself: Hell, just write to Asus and wait for a reply - And yes, sir. You are right. But I have another question. Where the heck can I buy the LB/RB buttons? I cannot find them anywhere.

Grateful for any help, thanks in advance.

Edit: And just to make things really clear, their explanation for everything is "mechanical issue" and two pictures of my Ally device attached showing the LB button and probably a small piece of plastic that looks out of position. Boom, charged 120€ for a display, fully explained huehueuhe - probably the Repair Shop

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2 ACCEPTED SOLUTIONS

Accepted Solutions

fuchsling
Level 8

Just leaving some information here for anyone interested in the repair process of Asus:

It took again over 48h to reply. They now directly stated that I broke the display - Which in fact I have not.

I've now told them that this damage was not caused by me, and that I highly doubt that this damage occured while on transport. If they do not believe me, they should cancel the repair process and send the device back to me. Why? Because I actually took some photos and videos of the console right before I shipped it to them. So things are getting reaaaally interesting and I am definitely going to get a lawyer involved in that case.

Fun-Facts: Look at those reviews, Holy smokes, you're not doing any good.
https://www.trustpilot.com/review/letmerepair.co.uk
https://www.trustpilot.com/review/www.asus.com

Yeaaaah, it's the customer's faults....

Whatever you do: TAKE VIDEOS OF YOUR DEVICE AND SHOW ALL WORKING FUNCTIONS BEFORE SENDING THEM TO ASUS. THEY DESTROY IT AND BLAME YOU.

The most frustrating thing here is that any other company literally just... idk, replied faster, be more transparant.. This experience is so amazingly bad by every mean.

View solution in original post

fuchsling
Level 8

I just wanted to give a HUGE shoutout to @Anbby_ROG .-

This guy did the unbelievable. It was impossible for me as a customer to get ANY information about the defect Asus was talking about. The support was not answering, the repair shop could not tell me anything.

This hero did it. How? I do not know. It will remain a mystery. But he did it and helped me soooo much and restored at least a bit of faith.

Have a great week, my hero. I will carry you in my heart. And thank you again!

 

Edit: After thinking about this, this even convinced me to just go ahead and pay the repair fee, even though I still think it is way too high for a broken piece of plastic (120€).

Edit-Edit: And please note that the moderator has received not only MUCH more clear information about the case of MY CONSOLE. No, he also received MUCH MORE DETAILED AND BETTER pictures. This is unreasonably.

View solution in original post

5 REPLIES 5

fuchsling
Level 8

Enjoy.

P_20240209_102215 (1).jpgP_20240209_102309.jpg

fuchsling
Level 8

Just leaving some information here for anyone interested in the repair process of Asus:

It took again over 48h to reply. They now directly stated that I broke the display - Which in fact I have not.

I've now told them that this damage was not caused by me, and that I highly doubt that this damage occured while on transport. If they do not believe me, they should cancel the repair process and send the device back to me. Why? Because I actually took some photos and videos of the console right before I shipped it to them. So things are getting reaaaally interesting and I am definitely going to get a lawyer involved in that case.

Fun-Facts: Look at those reviews, Holy smokes, you're not doing any good.
https://www.trustpilot.com/review/letmerepair.co.uk
https://www.trustpilot.com/review/www.asus.com

Yeaaaah, it's the customer's faults....

Whatever you do: TAKE VIDEOS OF YOUR DEVICE AND SHOW ALL WORKING FUNCTIONS BEFORE SENDING THEM TO ASUS. THEY DESTROY IT AND BLAME YOU.

The most frustrating thing here is that any other company literally just... idk, replied faster, be more transparant.. This experience is so amazingly bad by every mean.

Anbby_ROG
Customer Service Agent

Hi @fuchsling ,

I apologize for your service experience. Could you please provide your product serial number and repair number via private message, along with relevant photos of before you sent it out? I will further confirm with the local service team. Thank you.

Hi  @Anbby_ROG,

Thanks for the reply. I can definitely do that, but I do not know what Asus diagnosed as a mechanical failure on the display.

Please note that I have asked Asus several times to explain what the mechanical defect actually is. No one bothered to elaborate the diagnosed fault. "It's the display, it's the display".

Therefore, I do not know what kind of photos you would need. Just a photo that shows the screen device working? Because, obviously, it was working before I sent it it. Please also note that in 5 mails, no one actually bothered to answer any of my questions.

Besides that, I will do a comparison and show the damage caused by the repair shop anyway. 

Edit: I forgot to mention that Asus has closed my ticket and repair request anyway when I stated that I did not cause the damage and that they should please take care of it. They again did not bother to tell me what the issue is, and I directly stated that I am willing to pay if they can assure me that this damage has been caused by me. They could not, and therefore just cancelled the repair.

I will get a lawyer involved into this one. You can pin-point to anything and there are questions.

Why did Asus not bother to reply to my questions? Why did they ignore them ... several times, again and again? Why would you not answer questions about diagnosed faults? Why would you diagnose a display fault and then not attach a picture of it? Why would you instead attach pictures of the original damage the customer has stated? There is sooo much fishy in here. Good luck buddys.

fuchsling
Level 8

I just wanted to give a HUGE shoutout to @Anbby_ROG .-

This guy did the unbelievable. It was impossible for me as a customer to get ANY information about the defect Asus was talking about. The support was not answering, the repair shop could not tell me anything.

This hero did it. How? I do not know. It will remain a mystery. But he did it and helped me soooo much and restored at least a bit of faith.

Have a great week, my hero. I will carry you in my heart. And thank you again!

 

Edit: After thinking about this, this even convinced me to just go ahead and pay the repair fee, even though I still think it is way too high for a broken piece of plastic (120€).

Edit-Edit: And please note that the moderator has received not only MUCH more clear information about the case of MY CONSOLE. No, he also received MUCH MORE DETAILED AND BETTER pictures. This is unreasonably.