Hello everyone,
This post is a rant about ASUS warranty support and the service support centers in Sofia, Bulgaria
As you probably know this model has been riddled with issues since its launch.
I received mine on 08.11.2023 and at first was amazed of what it can do.
However I started having the BSOD, random reboots, not awaking from sleep, having only the mouse pointer on a black screen, thermal throttling and other lesser issues.
I went on the forums and saw a thread that described all of these issues and how to mitigate some of them while waiting for BIOS updates.
After a month nothing had changed. I decided to use Windows 10 instead of 11 and for some time it looked more stable - still some random reboots but less than on W11. However the issue with not awakening from sleep was still persisting and I had to opt for Hibernation - not very convenient when you have the laptop placed on a thermal pad in a place with better air flow and having an external monitor connected.
During the beginning of May 2024 I have had enough and decided to bring it in to the reseller who then sent it to the service centers. FYI I have been doing this since then - the laptop is in the service center again.
I assumed with so much information on the internet it would be a quick fix - return my money, replace it with a new one or if possible repair it.
However the things did not go this way. For the future discussions lets call the two service centers - Center1 and Center2.
While at Center1 they replaced the motherboard and called it a day - also returned it to me with so many stains on it , like it has been in an outhouse ...
I tested it and I again had the same issues.
I returned it again - I have made videos and uploaded them to Youtube so I can show them how the laptop does not wake up from sleep. They disregarded them and said ASUS do not accept them.
I received the laptop again, tested it again, had the same issues - mainly not awaking from sleep.
I wrote to ASUS for assistance and they referred me to the service centers where the laptop has been already.
I sent the laptop again with new videos of the issue. I was told again that there are no issues and according to ASUS and their tests all was fine. They had reinstalled my OS with their own and I was using it with that one just to keep the setting the same.
They returned it again to me and I have sent it again with new videos.
They changed the motherboard in Center2 as well - still same issue with not awaking from sleep.
Admittedly during the last 6 months some BIOS updates have reduced the random reboots which is fine.
Currently the laptop is in Center2 - I brought it to them when it was stuck and not awaking from sleep and they saw how it behaves. They even admitted to me last Wednesday that they have also seen the issue in Center2 once they started diagnosing it. However ASUS still does not recognize this issue.
Now I think this is pretty good proof on my side that the issue has persisted from the beginning and that they cannot solve it - as I have videos dating months back. It seems to be bad firmware or some incompatibility between the components.
The not awaking from sleep issue is present with or without external monitor connected.
At this point I am skeptical there will be a resolution because ASUS does not want to admit they cannot fix the issue. The service centers are on ASUS's side and the reseller cannot return me the money because they cannot get a resolution from the service centers ...
So for me ASUS is not a company to be trusted. I regret bying their products for the last 20+ years ...
The YT videos are not public currently as I still hope to have some sort of resolution with ASUS. But if not they will become public as well. Same for the names of the service centers but they are not hard to find as there are not many licensed ones in the mentioned city.
My advice to anyone who wants to buy something from ASUS - JUST DON'T ! They seem to have a very poor customer service and I was just lucky for so many year to not have to deal with them.
