RMA SERVICE IS A SCAM - PLEASE READ!!!

rjayrjay Level 2
edited September 2020 in ROG Phone 2

MY ROG 2 PHONE DISPLAY RANDOMLY DIED, I SENT THIS IN TO RMA AND THEY ARE SAYING 5 DAYS AFTER RECEIVING IT THAT IT IS OUT OF WARRANTY AND IS A CUSTOMER INDUCED DAMAGE. ARE YOU KIDDING ME?? YOU ARE ASKING ME TO PAY TO FIX YOUR HARDWARE DEFECT WHEN IT IS UNDER WARRANTY?? YOU GUYS ARE A FKIN JOKE, I DISPUTED THIS IMMEDIATELY WITH MY BANK AND THEY RETURNED MY MONEY. I HAVE BEEN OUT OF A WORKING PHONE FOR WEEKS NOW, THIS IS RIDICULOUS!!! THIS IS A BEAUTIFUL PHONE BUT I DON'T KNOW IF I CAN SUPPORT A CHEAT COMPANY LIKE THIS. I NOW HAVE TO DECIDE IF I WANT TO PURCHASE ANOTHER ONE OR GO WITH SAMSUNG LIKE I'VE BEEN DOING FOR THE PAST DECADE.

FOR ANYONE THAT ENCOUNTERS A DEFECT WITH THEIR PHONE, DON'T SEND IT TO RMA. THEY ARE LIARS, YOU ARE SERIOUSLY MUCH BETTER OFF DISPUTING IT WITH YOUR BANK. I GOT MY MONEY BACK ALMOST INSTANTLY, AND I'M NOT WORRIED ABOUT LOSING THE CLAIM BECAUSE I HAVE ALL THE PROOF I NEED THAT NOT ONLY SHOWS THIS WAS A HARDWARE DEFECT, BUT THAT ASUS SERVICE CENTERS ARE A BUNCH OF FKIN SCAM ARTISTS.

I WILL ALSO CHANGE MY REVIEW FROM 5 STARS TO 1 STARS AND I WILL POST A NEW YOUTUBE VIDEO TO MY MILLIONS OF FOLLOWERS SHOWING HOW TERRIBLE THE RMA PROCESS IS AND WHY GOING THROUGH THE BANK IS MUCH EASIER.

ASUS, DON'T BOTHER SENDING ME PRIVATE MESSAGES TRYING TO RESOLVE THIS ISSUE. YOU GUYS FAILED TO RESOLVE THE ISSUE APPROPRIATELY, SO I SOLVED IT MYSELF.

Comments

  • rjayrjay Level 2

    Updating everyone here, they tried to charge me over $300 to fix the phone. They sent me an image of a little "chip" on the side of the phone near one of the air triggers, and are claiming that chip is the reason why the display doesn't work and the battery doesn't charge.

    The phone was not sent with a chip on the side, either this was damaged during transit or ASUS is doing this on purpose to justify their BS "Customer Induced Damage" so that it can be considered out of warranty.

    Again, PLEASE do not send your phone in to their RMA service, they cannot be trusted!! This is a KNOWN issue that is starting to prop up all of sudden, and it seems we will start seeing more of these posts. You are better off doing this as a dispute with your bank. Make sure to send them screenshots from the forums as proof that this is a manufacturing issue that ASUS is refusing to remedy.

    I guess the ROG II phone has a life expectency of less than a year. My Note 3 which has been dropped to shit is still functioning fine after 7+ years. This company is a CHEAT.

    I spent the money I got back from the claim on a Samsung phone, and may consider purchasing the ROG III after a year if it's proven that the phone can survive that long.

  • jyun88jyun88 Level 2
    edited June 2020

    This is the thing that i worried before buying ROG 2. Saw many feedback about my country Asus service center (Malaysia) have terrible feedback about warranty. Consumer send phone for warranty,Asus fix the hardware themselves with a pop up screen and they give it back to the consumer. Consumer lodge a complaint BUT nothing works. Many people complain about it in our local tech forum. So because of that, i bought an insurance from my Telco when i signed their plan cause I don't want to deal with Malaysia Asus at all. Don't wanna make my blood pressure rise.

    I've told myself if my 1st Asus phone doesn't last long enough(3years atleast),i won't be buying any Asus phone ever in future. Nobody wants to buy a phone that have warranty to worry and my country Asus nailed it. Just hope my phone last atleast 3years before any major problem appear.

  • Where are you from? Details of the service center could help others too.

  • I'm sorry to hear about your experience with the repair center. It sounds like you already filed a dispute and received your money back, but if you can provide me with your RMA number I'd like to follow up on this case to see what happened.

    One recommendation is to take photos of the unit before you send it in. In case the unit is damaged in shipping it makes it much easier to make a claim.

  • rjayrjay Level 2
    edited June 2020

    This was the repair center in Grapevine Texas. They sent a picture of the "chip" and I just received the phone today. What a fkin joke, the picture they sent me vs what I actually see are different in the sense that in the picture they took it in a way where it made the "chip" look as bad as it can possibly be. Now that I have the phone in my hand, this "chip" is literally just a small scratch that doesn't even extend to the screen. I absolutely took pictures of my phone right before I shipped it, this small scratch was not there.

    This scratch was obviously done at the ASUS center, because I saw a video on how to fix the screen display. You have to take a very sharp knife and essentially scratch the entire back off because it is held by glue. Clearly whoever took apart my phone wasn't careful and scratched the body. Not only that, but because I had a weird feeling that ASUS might try something like this I made sure to bubblewrap this phone to hell.... It is a thousand dollar phone after all!

    Also, ASUS doesnt wrap the phone good at all when they send it back to you. They literally just stick the phone between two cheap peices of foam....

    Regardless, I'm still shocked that ASUS is saying the reason the display doesn't work and the battery doesn't charge is because of a small scratch on the body of the phone. I went through a few Samsung phones and dropped their phones to shit, and they still work perfectly fine even with a messed up body.

    To the ASUS rep, there is no point in giving you this information because your "follow-up" doesn't resolve my issue. This seems like a hardware issue that is starting to crop up for many users, and I created this thread to warn users of your scam tactics.

    Again I repeat, DISPUTE WITH YOUR BANK, ASUS DOESN'T HONOR THEIR WARRANTY WORTH A SHIT.

  • LxndrLxndr Level 1

    Grapevine is where my phone is right now. I paid their fee and if they send my phone back less than perfect, I'm going to be livid. (I mean I already am, but I'm tired of this)

  • rjayrjay Level 2

    Why did you pay? You should have disputed this with your bank, that way instead of getting back a phone that got torn open apart just to be fixed, you could have gotten your money back for a brand new phone (you would have also gotten a spare charger,case,cooler,etc).

    ASUS basically just came up an extra 200-300 dollars on your phone sale because they want to be scummy and not honor their warranty. Its insane how in the last week this exact issue has suddenly been propping up in the forums. This is good though, because when a bank checks this forum before they give you your money back they will see the proof....

  • LxndrLxndr Level 1

    I paid because I just wanted it to be over with. It was more stress than it was worth. The best I was able to get was a """"discount""" on their repair fee. They may have extracted 168 extra bucks from me on this phone, but they lost a 3k sale, since I had been planning on buying an i9 ProDuo from them at the end of the summer. I just want my cool garbage phone back so I can duct tape it to a pillow and never leave the house.

  • If you provide me with the RMA number I can follow up with them and see what happened. Without that I have no ability to investigate your claim.

  • If your claim is legitimate and you were defrauded by the repair center, I want to know about it. Your particular situation appears to be resolved because you received your money back, but I'd like to know if our repair center is making false claims. If you choose not to provide the RMA number, that is your decision.

  • Uh oh...My Asus phone won't turn on anymore. The logo just flickers on and then the phone shuts off. I spoke to their customer service (which is apparently based in the Caribbean??) and they sent me the paperwork for me to send my phone to Grapevine, Texas...but I was feeling a bit nervous about sending it, so I decided to research this Texas location first. That's how I came across your feed here. Now I'm even more worried about sending it than before! I have had no damage to my phone, no scratches, no cracks etc. Are you based in the US?

  • Red magic screwed me in a similar way by claiming my screen was severely water damaged. I've never water damaged a phone in my life. I was forced to buy a new screen for $122 USD. This is the reason I went with asus rog phone 2. No one at red magic cared or even attempted to listen to me or investigate the service center where I sent my phone. I LOVE seeing your willingness to look into matters of this nature. It's great to have the reassurance that the people at asus care enough about their customers to investigate discrepancies involving repairs and damage within their service centers. I knew I made the right choice choosing asus over red magic 👍😊

  • Just thought I'd share my experience with the serve centre in Silverwater in Sydney, tried to put the cooling fan attachment in and immediately the screen went black and upon inspection the screen had a crack like a spider web from the side usb ports right outward on the screen but it was underneath the screen not on top so I sent it in for repair and they said it was user fault (don't know how when it's easy enough to put in but fair enough) paid $300 for my new screen and it took a while month to get it back after calls and everything asking where my phone was in progress noone even knew about the phone or where it was but finally got it back with a dead flat battery and fingerprints everywhere on it and since then I have not been able to get FOTA updates or manual updating doesn't work either I can only update my phone from raw files, not only that but the box had been ripped apart like a kid on Christmas day. Pretty shabby really

  • YIKES! Sounds like there is definitely some bad management, employees, policies (or all of the above) in place at the service centers. How else could a total disregard for the customers property continue to be a common problem? Asus is one of the biggest names in the electronic world. I trust they would be able to repair the products they develop and manufacture without causing further damage. I plan on holding on to my rog 2 for another couple years and was thinking about having the battery replaced at some point. These reports of negligence are making me think that might not be a good idea. Unfortunately a service center is probably the only place that would carry oem parts. I'm not even aware of any local or semi-local shops that would be willing. I can only hope @Gustav_ASUS or @Anders_ASUS can provide some reassurances this is being investigated. I know (unfortunately) service centers aren't above damaging a customers device and passing the blame, buck, and overall cost of their negligence back on the customer

  • anthony_j_comianthony_j_comi Level 1
    edited July 2020

    I did get in contact directly with the service centre after asking many Asus tech support people and they said they would replace the box and include a free charger for the inconveniences caused but that was 4 months ago so not really hopeful on that one, I currently have gustav looking into the update problem though (been really helpful) on here and have sent a bug report, but coming from iOS all my life to this being my first Android it's kind of left a bit of a sour taste. I love this phone though and hope noone else has to go through some of these bad dealings with RMA

  • rjayrjay Level 2
    edited July 2020

    I'm so sorry to hear that man. I'm really pissed right now for you.

    I saw that the ROG III was announced, and immediately after I laughed and purchased a OnePlus 8 Pro (which by far is a much better phone than the ROG). I have had no problems since.

    Call your bank and file a claim, there is no point in sending this in for repair, I promise. They will break your phone and then blame you for it. You will literally waste two months for nothing, the reason they drag so long is because the longer you wait to file a claim, the harder it is to get your money back.

    ASUS simply fails to acknowledge that a large portion of their devices came with faulty hardware, which is why they are trying to cut losses by incorrectly charging people for manufacturer errors.

    No one needs to provide an RMA service in order for an ASUS facility to be investigated on fraud claims. Multiple CUSTOMERS reported defraud claims against the Grapevine, Texas facility, and one literally just posted the exact same thing that happened to me a few days ago.

    Do your ***** job ASUS and fix the corruption in your facilities. You are losing customers everyday because of this BS.

  • You're welcome to voice your opinion, but I shouldn't have to censor you. Please abide by the forum rules.

  • rjayrjay Level 2

    It's not opinion, its facts. Your phone and your service SUCK!!!

    Censor me all day I really don't care lol, people still get the message, and I'm going to continue to encourage people NOT to waste money on a phone that's backed by a cheating company.

This discussion has been closed.