Final Resort after suffering harassment

kinguntas23kinguntas23 Level 1
edited September 2020 in ZenFone 6

@Kris_ASUS @CH_ASUS @LP_ASUS @Titan_ASUS @Anders_ASUS

Hey there.

I was one of the unfortunate users that got a malfunctioned phone. Since I was rooting for the phone and waiting impatiently, I ordered it immediately on the minute of launch, Something I highly regret doing.


I ordered the phone on 1st of July and recieved it on 6th of July. The phone ran great before 22nd of July when an update was pushed that made the phone crash. The mistake on the company's part was revealed after the refund period was over. I was stuck with a damaged phone for the next years to come. I did make aggressive complaints on the forum but eventually found my peace with the matter and finally made a claim for repair from flipkart complete mobile protection plan on 16th of august. Consequently the phone was picked up from my residence on 19th of August and sent to F1 Info Solutions, Sector 63, Noida. For more than 10 days I repeatedly checked but didn't get any updates on what's being done to my phone. Finally I was told that the process is taking time due to part unavailability issues. Seeing that I was pressurising the service centre, they showed their engraved incompetence and sent me a mail on September 9th that the phone has been repaired after doing nothing else apart from updating the software. The point to be noted here is that I was told that there are part unavailability issues on September 7th.

The phone was delivered on 10th of september, without a jobsheet or RMA number. On switching the phone on, The phone couldn't even handle a single text message notification and crashed right after seconds of starting for the first time after repair. The phone was found in worse than original condition. Two days ago, the phone just bricked out and has finally woken today, after 2 days of causing me not just practical but emotional harassment for not being able to contact family.


From August 19th to september 9th, the phone was at a brand authorised service centre. Maitrox have the case in their records.

After all of this inconvenience, I still patiently wrote to Asus, informing them of my future action plan if I'm not helped. A person named Manish Kumar from Maitrox said he would be contacting me on Tuesday. But since then I haven't been contacted in any way. Even after sending him a reply again, I haven't been contacted.


My threshold of patience has been well crossed. And therefore this is my action plan for the future.


I have collected screenshots of emails exchanged with Asus and Maitrox. I have also collected the invoice copy of the phone and Jobsheet from the service centre. I will be consulting my lawyer from the family business about what other evidence I need to collect. By Monday I will have a legal notice drafted for a full refund of the phone + Damages due to inconvenience, which shall be emailed and posted to Asus and Maitrox and will be sent personally to the people tagged here. You will all recieve a copy of the legal notice by Wednesday.


I have rooted for the phone to be repaired even after being entitled to refund, But my patience is over now.


Regards

Guntas Singh


(This message has been sent personally to all the mentioned moderators)

Comments

  • The response back at ASUS headquarters to this: "Did you say something?"

  • Aryan202Aryan202 Level 5
    edited September 2019

    Ask @girishsonu2000 he also got his motherboard changed and his phone is working as good as new

    He too had to wait a while after sending his phone to flipkart protect and should have directly gone to a service centre I believe (cos fk protect is a third party repair site which most of the times would lack parts to repair a complex phone such as the Zenfone 6)

    Firstly you shouldn't have sent your phone to flipkart protect

    And btw if all they did was a software reset go and try explaining them again that it's a motherboard issue

    Service centre guys are script readers you'll have to argue sometimes to get something done

    Also legal action won't help you it'll only increase the costs that you have endured(Asus did what they could have by announcing the Mobo replacment program and the now the implementation rests on the Asus India service centres some are decent some are a pain in the ***)that's the case with every oem

    If nothing works tag Asus on different social medias about your experience you'll soon get a reply

    I too know some peeps who got their mobo changed most got it back within 10-12days and their phone was running fine,seems a one time thing to me what you suffered

  • Bro, I joined Med school on 9th September. I can't roam around places anymore. I have bought a backup phone, dad will be drafting a notice, the lawyers will handle it. All the Fs that I had have run out now

  • Except he's right. I don't have any issue with my phone but you've sent your phone to Flipkart insurance, not to Asus' Official warranty service. In such case you should sue Flipkart as they've failed to fix it. There are many people who made the same mistake and tried to fix it through seller, not manufacturer.

  • The centre and the case are in Maitrox's records. I sent it to a brand authorised service centre. Maitrox, If you don't know, are Asus's centres in India. I've done my homework

  • I'm not from India. I'm just saying if Flipkart (seller) can't fix your phone even though you have some kind of extended warranty/insurance it's their responsibility as you gave them your Zenfone. If you'd go directly to Asus that would be manufacturer's responsibility. At least that's how it works in the EU.

  • This is like me sueing Volkwagen because Ford didn't fix it.

  • Hi @kinguntas23,

    Can you share me your RMA no so that I can check with my team.

  • I am saying this to people since day one. Asus doesn't have the logistics in India to provide any service worth its name. Asus6z is a massive failure. It can be easily gauged from the paltry number of posts and threads on this forum.


    No one is buying there phone. That's why they take ages to fix things. No decent company is making tempered screen or cases for this mobile becuase the consequent sales number are just commercially not viable.


    Now back to my original point, people don't use or know their rights in this country. Having seen the suffering of many already in this forum, one should resort to connsumer forum. I had mentioned this earlier too. Consumer courts procedure is now pretty consumer friendly. A single lost case can damage their reputation and they will run after you to give you a new phone. I once made Nokia run after me similarly..


    More so because here they are at fault. They are wrecking devices due to an update. Asus has no defense and it will never have any defense.



    To the OP here I say- Good going brother... File a case because these guys are sleeping. Its a case fit for prosecution. Me for one, I am done with Asus.. My biggest mistake was to go for this shit rotating camera design which has only created tons of other issues.


    Please do keep providing updates Guntas. Not all people like me have easy access to the legal system and the right kind of knowledge on how to and where to exercise one's right. Your experience will help a lot of people here. I have another post in the forum where i recommended legal action. People, however just don't listen.

  • I did threaten them, and I was contacted for phone replacement. It was picked up by maitrox (not Flipkart, for the people who think they're too smart) for replacement on Tuesday.

  • You know that most people only give feedback to complain, right?

  • Here is an update. I m one of the consumers who kept complaining about unresolved motherboard issues on my phone. I finally got my motherboard replacement after doing my share of time at the service centre.

    I have been using my phone for the past 2 days with no hiccups. Its back to being the beast it was. Although I have never been a fan of mobile gaming, I played asphalt 9 for half an hour just to test this thing. It got a little warm and drained 6% of my battery during this time, but otherwise it handled it without breaking a sweat.

    Call quality was bad on the first day after i got my phone back. It had a tinny tone to it. However, on the second day I got a FOTA update which included the September security patch. This completely resolved the call quality issue.

    Atleast for now, everything is going smooth. I hope it stays that way. Overall, I have to agree that these guys made an excellent phone but post purchase experience in India is very bad. The service centres here often go for temporary fixes on first visit, which only prolongs the customer's misery. As customers, the best we can do is try and explain these issues clearly to the service centres so that they dont give us back half baked phones.

This discussion has been closed.