Phone RAM down from 16GB to 12GB after charging repairs

xerodoomxerodoom Level 1
edited February 2021 in ROG Phone 3

Please tell us some basic information before asking for help:

  1. Model Name: ROG 3 16GB/512GB
  2. Firmware Version: 17.0823.2012.122
  3. Rooted or not: no
  4. Frequency of Occurrence: since coming from repair
  5. APP Name & APP Version (If your issue relates to the app): checked with cpuz for android

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.


so after I got my phone back after almost 2 months and multiple visits and escalations at the service center, I finally got my phone back charging and they said that the only fix they made was update the firmware. took 2 months for them to figure it out. but then after coming home to fully test the phone since I did not have any apps on it due to factory resets multiple times. I noticed that the fingerprint was not allowing me to register any fingers and to check if it matches my motherboard was replaced, i downloaded cpuz for android and it showed me only 12GB of ram. mind you that this was 16GB before repairs and it shows in the box and in the RMA details as well. now it only shows 12GB in cpuz and in settings>about phone> hardware as well. can someone advise me? it has been frustrating trying to get this fixed as I was told by the service center that software was not part of warranty. do you guys expect us to make our own software if the one provided doesn't work?


  • You clearly got duped.

    At this point it's safe to assume with you requesting a new device would not be denyable. Tell them you had enough and want a replacement device.

  • I did request multiple times via emails, calls, and actual letters. unfortunately their "Head Office" does not communicate directly with customers and never heard any response and only generic responses were provided by the hotline. I also wrote an actual letter twice. called and emailed Asus hotline multiple times. this is my first time buying an Asus phone and definitely will be my last as well. this is the first time a phone broke down on me by itself and also only after 3 months.

  • If this issue doesnt get resolved I'd suggest start making the service center understand that this will have legal consequences. That usually makes them understand to get their asses going, as it's very clear what they did was quite illegal.

  • Sue them.. I settled for a 3.month warranty extension..

  • xerodoomxerodoom Level 1
    edited January 2021

    Got the phone back, still told them I would sue. With the 12GB ram the IMEI was also changed which further proved the motherboard was changed. I told them I have proof of everything yet they lied in the technical report which did not mention anything about the ram and the IMEI. I am going to sue but the problem is that our country really does not notice the consumer rights hence it might go unactioned.

  • @xerodoom I'd like to follow up on your case. Check your inbox for a PM from me!

This discussion has been closed.