Broken keyboard, supplier tells me Asus is saying it's "normal wear and tear"

[MisterScience]

I have an Asus FX506HM gaming notebook, where the D key in particular, and a couple of other keys around it intermittently do not work, or types double or triple. It works with an external keyboard. I sent it in for repair before the warranty expired, but it was returned to without repair because the supplier says that Asus keeps telling them that this is "normal wear and tear". I don't think a defective keyboard is normal wear and tear, is this Asus policy?

My serial number: N5NRCX02E108194

[Falcon_ASUS · Accepted solution]

@MisterScience 
If the keyboard is malfunctioning, we will not refuse to repair it. However, based on the serial number you provided, the warranty for your laptop expired on 2024-12-01. As it is now out of warranty, there will be inspection and repair fees. We recommend contacting the customer service at your location to inquire about repair services. 
The following is the contact information:
https://www.asus.com/support/CallUs# 
We apologize for any inconvenience this may cause.

[MisterScience]

I understand, for reference the laptop was sent for repair in october 2024 though, but have been arguing with the supplier ever since.. 😞 I will send them your reply and see if they will reconsider, thank you for your reply.