Warranty Support

ed.peciulised.peciulis Level 1
edited September 2020 in ZenFone 6

What kind of global support does ASUS offer for the ZenFone 6?

I travel a lot so would I be stuck if something goes wrong in another country? My sister had a problem with her ZenFone and Customer Support refused warranty service and said to contact China for service.

That's not a practical solution if I would have to send my phone halfway across the world for warranty service, so I don't know if I want to buy a ZenFone 6 for this reason.

What kind of experience do others have with ASUS Suport? Did they solve your problem, or did they tell you to go to China for service? I want to defy ordinary, but what happens when there's a problem and I need support?


  • ZenFone 6 is not sold in China. When you have to repair your phone, look for a service center in the country you are buying.

  • The ZenFone 6 has a local warranty, which means you would need to get it serviced in the country that you bought the device. If you bought the device in Japan and moved to the USA, your phone warranty would still be in the Japan region. If you travel a lot, this might not be the right phone for you.

  • Maybe this could be something ASUS could change. You want to target power users, then being flexible comes with that. What do other companies do? Better service = better experience = better feedback (stories) online = loyal customers. Strict policies that are bad for customers = bad feedback online = negative experience shared with others. So you want to grow your smartphone business and be a player? Some people put product support near the top of importance. You might have a handful of people who reach out for this and it's made out to sound like it's a crisis and it's going to cost the company millions. Lost customer costs how much?

  • You can check with your local support if devices sold in your region has warranty outside or not.

  • These strict policies that make it hard to get service are not convenient for customers. I've never had a warranty issue with my ASUS Zenfone 3 Zoom, but my sister did and she was told to contact China for warranty service. Her phone is the WW version, so it doesn't have any unique technology that can't be serviced outside of China. Hopefully someday ASUS will improve their support.

    @Anders_ASUS Does ASUS Customer Support in China communicate only in Chinese? Their website is only in Chinese: https://www.asus.com.cn/support/Service-Center/China# I'm pretty sure it would be very inconvenient to get service. When you make it difficult for customers to get support, you will not have happy customers.

    @LP_ASUS I think you're right that ASUS phones might not be the best choice for me. I've had the Zenfone 3 Zoom for a few years now without any problems, but I don't like the idea that if there were a problem I would be stuck without warranty support (unless I learn Chinese and communicate with China Support). Therefore I won't upgrade to the Zenfone 6, even though it looks like a cool phone.

  • I agree 100%. If ASUS makes quality phones then there will be hardly any people contacting Product Support, but for the very few people who need support it's better to make it as easy and flexible as possible instead of making it a bad experience for the customer. I don't have time to send my phone halfway around the world for service and if I have the WW version I should get fast, efficient service wherever I am.

  • I use Upsie.com they also have a Android app but I use this for my warranties ACH etc

  • I first glance of the thread title "Warranty Support", I was thinking oxymoron. Sorry to say this but...

    ASUS fails to acknowledge the intelligence or level of expertise consumers have with their products. If people mishandle their product, chances are they aren't going to be upset to hear that it's not covered by warranty. ASUS also fails to realize their own quality (or lack thereof) shortcomings. Maybe the parts in the product are cheap or unproven. Then the customer who bought it takes the fall and can't get the product fixed under warranty. Lastly, ASUS is not user-friendly. Appreciate your customer more and back it up by finding solutions other than turning people away angry so those said customers hit your social media with their horror stories. Business wise the warranty support loses far more business than it saves.

  • I agree that ASUS is not user friendly. If you have to figure out on your own how to obtain warranty service in China because your phone is defective, then such a company doesn't value their customers. China is a big country, so it would make sense to help identify a specific service center that can handle mail-in warranty service and can respond to English-speaking customers.

    To make it worse, every message includes insulting false sympathy, like "I am sorry to hear that you are experiencing this issue, I completely understand how frustrating that can be and I assure you our team will work with you to reach the best possible solution." and "Thank you for the opportunity to address this matter with you. We value you as an important Asus customer" and "We do value your business, thank you for being a part of the ASUS family."

    I think such "sympathy" is appropriate if you're not going to solve the customer's problem. It comes across as sarcastic.

  • I fully understand your argument and maybe our warranty will change to WW one day but it's easier said than done. Your phone for example. You say you purchased it in China and that it has WW rom. That's a problem because we don't even sell ZenFone 6 in China. Especially not with WW rom since Google isn't present in China. So you see, you wouldn't be able to get support in China for a product that they are not selling. Your phone originates from another country. You can send me your SN and I can check where you have warranty.

  • ed.peciulised.peciulis Level 1
    edited September 2019

    I bought the phone on AliExpress from a store called ASUS Online Store, so I don't know where the phone came from. When I created a support ticket with ASUS Support in Canada they were creating all kinds of excuses and one of them was that the phone is from China.

    The phone is model ZE553KL with 4GB RAM and 128GB ROM https://www.phonemore.com/specs/asus/zenfone-3-zoom/ze553kl-128gb/

    It's the WW version (Model 1) which is available globally, so I don't buy the excuse about warranty parts are not available in all countries so it can't be fixed in Canada. That's a transparent excuse to avoid fixing a faulty product.

    From the Specs: Countries or regions available: Brazil, China, USA, Philippines, Hong Kong, India, Japan, Singapore, Taiwan, Various (International).

  • Well, the phone isn't from Canada, that's for sure. It doesn't have international warranty so they have no obligation to fix it for you.

    Are you ok with paying for the repair service? I'm not saying that they are going to accept it even if you do but maybe you are willing and and maybe they can accept it if you pay.

  • MisterSavageMisterSavage Level 2
    edited September 2019

    Well here is the question. People can't get the phone in their country because it's MIA. I don't think anyone would suggest the availability has met expectations. Then, the people who love the product and buy it from sources where it's actually in stock? Then you are told "no obligation to fix it for you"? How about looking at the circumstances of the product rollout and taking some responsibility for that and "as a one time courtesy" why don't you guys treat your customers with more respect? Better yet, why not find a way to make it happen in the future so that people can be happy with the purchase rather than regretting it? Dare to be different or flexible.

  • I understand your point. I really do. We're flattered that people buy our phone from other countries to get it faster but it's not recommended. If it was an easy task to offer world wide warranty, then everybody would do it.

    I have to say that people who are not willing to take the risk when buying from another country, shouldn't buy our phone . We feel sorry for those who bought abroad with a non working phone but we can't help them.

  • Who said anything about a world wide warranty policy? There is a thing called flexibility and courtesy one time exceptions. Those words exist in the vocabulary of some people and some companies.

    I suppose a lot of people weren't expecting their phone to brick after a firmware update. A risk of requiring a motherboard replacement is certainly a "risk" not many people would be expecting. That we can agree on right?

    So where were all the official updates about inventory for the people wanting the product in their region? Say since, July?

    People built the Great Wall of China and that certainly wouldn't be described as an "easy task" yet is was done. I would imagine taking in failed units or replacing them wouldn't be quite at the level of constructing the Great Wall of China. Nothing is impossible. It always easy to point to everyone else and using them as a measuring stick or as a way to justify your own policies. How about this. Do one better?

    I can appreciate that some things take effort but to say you have "no obligation to fix it for you" surely speaks volume about the corporate numbness to the concerns of your customers.

  • ed.peciulised.peciulis Level 1
    edited October 2019

    This thread has clearly demonstrated the kind of headaches one will experience with ASUS when their phones break down.

    The Marketing slogans are very promising and when you email support their replies will be peppered with plenty of "we value your business" enthusiasm, but after a month or so of communication that goes nowhere you'll discover that you're left alone with your broken phone and many excuses on why ASUS has "no obligation to help you".

    The solution for me is not to buy an ASUS phone ever again.

    Instead, I'll buy a Xiaomi or other inexpensive brand with the same features for a couple hundred dollars and if it breaks or gets stolen I can just replace it instead of going through the mental agony of trying to convince Customer Support that they should help me while they invent excuses to refuse.

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