Shutdown issue; bad service center

theRajeshVtheRajeshV Level 1
edited December 2020 in ROG Phone 2

I really wanted to discuss this in a private message but nobody is bothering to respond to my requests for a PM, so here goes... (skip to last if you don't want to read my ranty story)

I bought my ROG Phone II (I00D1DE) back in January and immediately noticed the red tint issue. I'm somebody that uses the phone the most during the nights before sleeping - watching movies, shows, etc..., so it wasn't something I can live with.

I searched about it online and came to the conclusion that it'd be fixed in the A10 update. But as time passed people on A10 beta started saying it isn't and won't be fixed, so I contacted ASUS about returning the phone. They said it will likely be fixed with the update and asked me to wait and see as it's just around the corner. The update came after a month and it was most definitely not fixed, so I got back to them but then the lockdown started by then and so they asked me to wait for the lockdown to end. So I patiently did without complaining, managing with another phone. After the lockdown ended, I reached out again, had to explain the issue all over (they assign a new ticket number after every communication), and was given two service centers to take my phone to. One of them said they don't do Asus service anymore. I went to the other, F1 Info Solutions, thinking that these people looked rude, inexperienced, and lazy while I waited, and sure enough, he looked at the phone, said that wasn't ASUS UI itself and that I ruined it (becuase I was using Nova Launcher and KWGT), I removed them on the spot and gave the device again, he did the onboard USSD display test and said it was working properly and didn't accept it nor care to understand what I was saying. I complained again and ASUS called me and said their higher ups were involved and all the service center had to do was to take the phone and give me the job sheet and ASUS will take care of everything and give a favourable outcome. So I gave it and took the job sheet, sent it to ASUS. A couple days later I got a call saying the phone was ready to be picked up. I was puzzled as it couldn't be fixed. I went and they said they did a software update (it was already up to date) and it's resolved. I looked and could clearly see it wasn't. I asked the person to go slide the brightness in a dark room. He did, came back and said he could see the problem and that it can't be fixed as other phones had it too. I told him that was the issue, gave back the phone and told ASUS the issue was not resolved. Couple more days, and I got a call again saying it was ready, and once again, there was no change. This cycle happened two more times and I finally gave up and took back the phone as ASUS went back on their word that they'll take care of it themselves and would rather rely on that awful service center's word saying my phone has no issues.

Now my phone got the shutdown issue also for the past month, everytime while charging, and occassionally while playing. And F1 Info Solutions is still the only service center available. They work till 6 PM, and I took the phone at 04:30 PM. The lady at the desk said they can't accept the phone because I came late and that the phones are stuck with glue these days and opening it to show me will take time (without even asking for my problem). I asked why in the world I would be shown the phone and that they just had to take the phone. She asked another person to "deal with me", and he said they don't give tokens at that time and that I'm must come in the morning at 10 AM, like they're doing social service or I'm some jobless idiot.

But I happened to reset my phone while waiting for my turn at the center amidst numerous arguments that other customers were having with the staff, thinking to myself that this one SC is enough to ruin ASUS's image (even I ended up buying Acer Predator instead of the Strix G17 because I remembered this SC experience). Anyways, the phone didn't shutdown while being charged later that evening, and for 2 days after. I thought it was fixed, but once again it started to shut down which seemed weird, but it is what it is.

Now, I'm 100% certain these people won't replace the motherboard as required (I don't even think they can do a proper replacement). What do I do?

Comments

  • I'm sorry to hear your experience with our service centers. Regarding your red tint, it's very hard for me to say if it's normal or not as there are screen variations. I can tell you that all ROG Phone II have red tint at low brightness and even more if 120Hz is enabled. You should always use 60Hz at low brightness. But... some displays (because of variations) have proven to have too much red tint which will then be replaced. But this is up to the service center to determine.

    For the reboot issue, they should have clear instructions on how to stress your phone. They have a special test for this which has been informed to all service centers. If the service agent don't know what you're talking about, then please request to talk to his/her manager. If even the manager doesn't know (which shouldn't be possible) you may take their names and get in touch with ASUS India directly or one of the mods here. I can send you a PM so that you can PM me back if needed

  • Yes, it does get a lot lower at 60Hz but I find it to still be there. I have learned to live with it now though. I guess my eyes stopped hurting from using it at high brightness, though high brightness seems to cause black crushing 😪

    I'll mention the test, thanks for letting me know. And thanks again for responding and the PM! 😀

    I do hope there can be atleast 2 service centers in major cities though. I don't know how they get compensated, but if it has any link to services done, the competition might push them to do better.

  • They said they've repasted and that it's ready now. I have low hopes but hopefully its fixed for good.

  • Nope, started to shut down again. 😑

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