ROG Phone 1 internal display cracked without physical damage to the glass screen.

LxndrLxndr Level 1

Please tell us some basic information before asking for help:

  1. Model Name: ZS600KL
  2. Firmware Version:
  3. Rooted or not: No
  4. Frequency of Occurrence: Always
  5. APP Name & APP Version (If your issue relates to the app):

In addition to information above, please also provide as much details as you can, e.g., using scenario, what troubleshooting you've already done, screenshot, etc.

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I've submitted an RMA and found many similar instances of the same situation: Phone's internal display cracks without any significant event of damage. I had my phone for three weeks, bought new from ASUS. Paid about $600. It was great for a bit. Due to working from home and University classes being moved online, I have used the phone pretty much exclusively at home. The phone still APPEARS pristine at first glance, and was in the case when the screen stopped working. Upon further inspection, there are hairline fractures on the internal screen.

I was told by ASUS support to submit an RMA. After doing so, I was told that the damage is not covered due to "physical damage". The issue that I initially reported was internal damage. I've been loyal to ASUS for my entire adult life (both laptops I've owned were ASUS and the only tablet I ever bought was a ZenPad) and recommended ASUS to people for years. This phone, however, is the most expensive phone I have ever bought and, as someone who works in IT, there is no excuse for how poorly this has been handled.

I sent documentation of similar issues to ASUS in my last response and was flat out told that there is "no known issue" when there are innumerable instances of this issue happening with this model.


I just wanted to do something nice for myself and get myself a nice thing. This phone cost more than my rent. How do I go about getting this fixed without paying another several hundred dollars?

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Comments

  • LxndrLxndr Level 1

    Adding photos from before I sent it in as reference.

    As is apparent in the photos, there are no visible points of impact or other issues with the exterior of the phone. There are internal cracks in the display, which are not visible unless viewed from certain angles. When I was told the RMA did not apply, they claimed there were "deep scratches in the display". This phone is beautiful and any deep scratches would be plainly apparent. There weren't even visible blemishes on this phone when it was sent in.


  • LxndrLxndr Level 1

    Also, there were many google results leading to this forum in which the cached versions of the pages documented the same issue. ALL of them have since been deleted. Y'all. This is unacceptable from a business standpoint and customers would be absolutely in the right to file a class action lawsuit when your site advertises durability and gorilla glass but the internal display fractures if you look at it wrong.

  • LxndrLxndr Level 1

    It's kind of suspicious that new users cannot post links in this forum when the site documenting this frequently occurring issue recommends including a link to their list of similar cases.

    forum.xda-developers.com/rog-phone/how-to/consumer-alert-asus-service-center-t3925942

    I transcribed it in attempt to post the actual page. It's not hard to find, y'all.


    You advertise on your site that the phone is "Engineered for battle" and that it uses "tough, precision-crafted 2.5D- and 3D-curved Corning Gorilla Glass" with "battle-hardened construction". Having one durable component does not, by any means, mean that the phone is "engineered for battle" or well-constructed or anything else. Y'all misleading.

  • Hi Lxndr

    Thank you for your asking. Normally, determinations, like "physical damage", are diagnosed by the CID team after receiving your device. Please check your Inbox and PM me your RMA No. and country.

  • LxndrLxndr Level 1

    Hi Christine,

    I sent the RMA number in the private message, and country is US.

    I did expect them to check the device for damage. The problem is that I told them exactly what was wrong with it in advance, and thoroughly checked the screen to make sure none of the scratches were external. They attempted to reject the repair based on information that they had before it was sent in, when the damage occurred during extremely light use while the phone was in a case and brand new. Like, that was crushing. I have never bought a phone that nice.

    In computers I look for good specs and high quality and the only issues I've had with my previous ASUS devices are reasonable things. My cat knocked my ASUS tablet off my desk and broke the screen; that was astoundingly disappointing but ultimately on me. My old ASUS computer's keyboard broke in many places after 4.5 years of college. I got cocky and tried replaced it myself the last time. Forgot to plug in a ribbon cable and burnt up part of it. (currently trying to rebuild it, though! Upon further inspection, it may not be as destroyed as I last thought). Completely reasonable for a keyboard to break after several years of academic use. My current ASUS computer won't run without being plugged in after maybe four years of use. Understandable, batteries typically only have a few years of life in them and I can replace it eventually (although I do miss easily removable batteries - best buy gave it a standard image instead of including the asus drivers quite right when they reimaged it once and now i'm reluctant to have them replace the battery, but I don't want to mess up like I did with the keyboard....).

    My point is that I don't want this to come off like I'm just trying to brush off responsibility somewhere else. Things break, that's life, and I'm fine with taking accountability for it when it's my fault. But this thing was a brand new, expensive thing with claims of durability and tough design that broke from something so small. This one wasn't on me.


    Like. I've been shopping for a new computer for school for months (currently laptop meets MOST requirements of my program, but not all) and I was eyein' up that Zenbook ProDuo for the end of the Summer, but this is the worst and it's really making me doubt ASUS in general.


    Please help. ☹️

  • These cases worry me. Since the outer part of the phone is pristine it seems like the damage must be caused by something inside the phone like battery expansion or maybe too strong haptic feedback. Neither of which would be the customer's fault. How brittle is that inner screen to be cracking so frequently?

  • LxndrLxndr Level 1

    Yeah, man, I don't know enough about touchscreens to speculate on that, but I saw some people suggesting that the issue was with the temperature while it's running. I had installed Pocket Camp and gotten into my Nintendo account that day and had been playing around with that a lot that day, so if the person that mentioned temperature, maybe i just overdid it that day. Who knows. This is worse than filing taxes, though.

    So far I've been offered a 25% discount on replacing the screen and I'm considering just taking that and adding to the bad reviews on newegg and stuff. I started looking into other companies for my school computer, even though I had been excited about the ProDuo.

    I want to keep fighting this, since this is ridiculous, but I'm getting worn down on this. I've already been arguing this about as long as I even had the phone and I was so excited about it and still getting things set up when it broke. Phone arrived 4/27/20. Took me a few days to get it set up. Then it broke on 5/23. It's halfway through June already. @[email protected]

  • Hi Lxndr

    After a second time CID diagnosis by another team, based on your service request said that "The internal screen cracked from one light fall", and on the pictures which  represent a specific impact point, the tech team remains the determination on CID physical damage.

    Sincerely apologize for any inconvenience caused.

  • @Lxndr Escalate this to regional head and all Asus top management email address you can find online.

  • LxndrLxndr Level 1

    I just paid the $168 to get it back and be done with this. Now I need to find a different laptop to buy for school this Fall because I'm not about to put any more bets on ASUS.

  • That's a wise move. Even since I gave up on Asus, I've been rolling with Gigabyte Aorus components. I've built more than 30 PC's and all of them Gigabyte.

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