Bug in Asus 6z (automatically shuts down won't start easily)

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  • Go to service centre they will change the motherboard
  • Go to service centre they will change the motherboard
    They have told me it is a chargeable repair and that I have no warranty. Guess I have to take it up with the retailer! Very disappointed and will not be buying an asus product again ever.
  • Go to service centre they will change the motherboard
  • Go to service centre they will change the motherboard
    How can I do that? Asus do not provide the location of Service centres in the UK until you have an RMA. They are refusing to give me an RMA
  • Please contact your ASUS Service Center again. There must be some misunderstanding
  • New updates for ASUS6z  when we will we get in India??
  • My phone is completely dead following this update. I have contacted Asus and they have refused repair, apparently I have no warranty at all on the phone. Is that even legal? The phone was purchased brand new and I have proof of purchase!
    Why did they refuse? Have you unlocked your bootloader? In some countries it is illegal to cancel warranty only by installing custom firmware. 
  • I am also having the same restart issues after the software update. It has random reboots and restarts. Highly annoying to use. It finally became dead after the latest update.so gave it to Asus service at Chennai and got it back. But now also it has restarted twice after coming back from service centre. Is this a hardware or software issue. Will future updates solve this. My dad was having Asus 5z which was perfectly fine.But I think with 6z Asus has lost the trust. Waiting with crossed fingers for the next update....
  • I am also having the same restart issues after the software update. It has random reboots and restarts. Highly annoying to use. It finally became dead after the latest update.so gave it to Asus service at Chennai and got it back. But now also it has restarted twice after coming back from service centre. Is this a hardware or software issue. Will future updates solve this. My dad was having Asus 5z which was perfectly fine.But I think with 6z Asus has lost the trust. Waiting with crossed fingers for the next update....
    dude this is motherboard issue cant be corrected by software update,
    seems like those service center guys didnt repaired your device correctly 
  • Purchased Asus 6Z 20 days back. Crashing most of the time. Taking too much time for starting. Some starting again n again. After 15 days completely blacked-out. Not even starting now. How can Asus manufacture such a inferior product. Paying so much for such a phone is totally annoying. With new phone if this is the result then God help other Asus buyers.

  • Facing the same issue 12/17/2019


    Anyone else run into this issue and had it resolved by service center? Is there a reddit thread about this or something off the official asus forum where we can see if we can do anything about this

  • IdahoIdaho Level 1

    How/where do you find an ASUS service center in the UK?

    I live in Glasgow and I have the same issue, had it since I bought the phone (via Asus UK webstore) in October but I thought upcoming updates would fix it, it didn't and it's happening more and more often now. Started to do it once a week so I wasn't too bothered but I am now at 3 times a day!

    So this is definitely a hardware issue?

  • IdahoIdaho Level 1

    Oh well, frequency of reboots suddenly accelerated within two days, my phone died tonight after the last fatal one.

    Absolutely no way to switch it back on. A brand new phone!

    Contacted the Asus UK webstore ( [email protected], [email protected] and [email protected] are actually all the same entity) and they could only tell me to contact ASUS... I thought that is what I had just done!

    Does anyone on here know another way to contact ASUS (and ideally doesn't involve phoning, I'll have to find a solution to that now...)?

    Can anyone tell me if/where I can find one of these ASUS Service centers in the UK? Or can I get my phone simply replaced? I paid full price for that phone, I just expect a fully operational device... although at that stage just something that can at least make a phone call would already be a nice upgrade! ?

    Gutted.

  • Sorry to hear about your phone, it does sound like a hardware repair is in order.

    They probably meant to contact ASUS Support. The sales side does not handle service related requests, although it would have been helpful if they could have provided you with the correct contact info.

    I realize you asked for a non-phone option, but that really is the best way to get timely support service. https://www.asus.com/uk/support/callus/

    The email option is here. https://www.asus.com/support/Product/ContactUs/Services/questionform/?lang=en-gb

  • IdahoIdaho Level 1

    "They probably meant to contact ASUS Support."

    No, they clearly said they aren't ASUS, but an independent reseller. I'm absolutely gutted and feel like I've been played as I was convinced I was buying from ASUS directly since I was on the ASUS website but turns out I was instead buying my phone from Laptop Outlet Ltd.

    They didn't want to deal with my request (while they should have, according to the Customer Rights Act 2015) and sent me to the ASUS support, and thank you LP_ASUS for actually giving me the details.

    Now my issue is that I have been requesting a phone replacement to ASUS, as a motherboard replacement isn't enough (faulty mobo means potentially wrong current, voltage and frequencies sent to other components, potentially damaging them, and I don't want to find that out after the warranty is over!) but ASUS don't want to replace it. They seem to believe that not only can I suffer the inconvenience of not having a phone anymore for potentially more than 6 weeks, but I can also get a still faulty phone back and have to re-send it again (which I can't afford as this would leave me with a massive inconvenience again since I am constantly travelling), or worse, get it to crash again but after the warranty is over, while I tend to keep my phones for years (this Zenfone 6 replaces two HTC One M7, those being single-SIM phones). A simple mobo replacement ISN'T alright, many other components may have been damaged, overstressed, and I shouldn't have to pay the price for this in the future! Not to mention how long it would take to get it all fixed: delays aren't respected, parts aren't in stock.

    They then told me that to get a replacement, I had to ask the "ASUS Store", which is actually Laptop Outlet. I was gutted that ASUS would not take responsibility for selling faulty phones, whether they knew about it or not at the time of selling, especially after their OTA update triggered for the fault to declare itself, which can happen at any time and not just following the 30 days of purchase. Especially when you find articles about this issue all over the web, this is well documented.

    But OKAY, I still had a few weeks to try and deal with the issue before I had to travel extensively so I then went back to Laptop Outlet, since they are the only ones that should deal with this in the end, as the Consumer Helpline funded by the government confirmed. Happily the Consumer Helpline gave me support and advice and confirmed it was my right, considering the situation, to refuse the repairs and request a replacement, even though it was more than 30 days after purchase. The problem is: Laptop Outlet are playing with me, they willingly ignore all my questions and keep replying the only same thing: "get it repaired, that's all you can do". They can't ensure repairs won't take more than 30 days, can't prove the repairs are relevant indeed (even went ironic enough to actually write "don't worry, if it's still not working right you'll have plenty of warranty left to get it repaired again"), refused to discuss compensation for the massive inconvenience it's already caused (they simply ignore that too) or even a 'courtesy phone' to provide me with while this mess is being dealt with, and refused to discuss any Alternative Dispute Resolution scheme, which is the next step for this since we don't agree.

    So why am I coming back here to post this? 2 reasons:

    1) Everyone, make yourselves a favour and avoid buying directly from the ASUS website, as you'd actually buy from an independent reseller, and their customer service/acumen is more than discutable so if you have any issue you'll never get support there.

    2) Even though they were too happy to hide behind that independent reseller when it came to resolving this issue, would ASUS be willing to finally take their responsibility and agree to replace my phone before this stupidly ends up in court (next logical step as Laptop Outlet seem to refuse an ADR scheme and don't answer any of my queries)? Not that ASUS would have to worry about me going to court for this, but Laptop Outlet is your partner so you might want to step in on that occasion? It's already ridiculous enough it had to go that far...

    I feel robbed, I payed £600 for a quality phone, I could barely use it for 2 months before it started behaving erratically on a regular basis because of ASUS OTA update and I couldn't find any support from either companies. This is incredibly stressful for me as I am left alone in this mess to deal with, ironically from a device that lets me down when I need it the most.

    I've been a fanboy and loved all my ASUS and ROG products for years but honestly, the way this "independent reseller" have treated me makes me want to forget about this brand for years. It's shame though, these are really good products when they work.

  • Well my kind of problem is different, it once restarted when i was using camera (48MP) mode, and when i capture an image, the gallery icon on camera app is looked like loading, i think its image processing, and then it froze and restarted.

    The second time is when im using my data while scrolling 9gag app, and then suddenly my data signal is weak so i decided to turn on my wifi. The same thing happened , it froze and restarted.

  • Vru26Vru26 Level 2

    Is this the Thakar Mall, Borivali West service center?

  • IdahoIdaho Level 1
    edited February 17

    I'm having these issues as well... whatever I do with the phone, it will almost every time end up freezing and rebooting, getting stuck in a rebooting loop in the process.

    Can't use the camera at all as it will systematically freeze, crash and reboot, and I'm always scared to use any other app, at this stage I only use it for a few seconds when I really need it, but if I use it for more than 5-10 minutes it will crash for sure, so much for mobility eh?

    But at least this allows me to take and make calls when I need to.

    All my issues are: Flickering screen, buzzing speakers, overheating battery and mobo, camera cannot be used, and after a few minutes of usage, under stress/load or not, the phone will systematically freeze and reboot, getting stuck in that rebooting sequence sometimes for 30 minutes. It also sometimes lets you think it's bricked, as there is nothing you can do to turn it On anymore, but I found out that if you wait for the battery to go completely flat, then you get a chance to start it again. So now I constantly keep my phone under the 20% so I don't have to wait for ages when that happens.

    Charging it make it crash too anyway... And that's all these symptoms that make me insist for a replacement, as I really do not believe the faulty mobo wouldn't have damaged any other components as well.

  • Well, i think this is crazy, maybe your zenfone 6 having both the hardware and software issue.

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