Turkey ASUS Technical Support Team Refusing to Acknowledge Damage and Provide Replacement

[yunusemrek]

Dear ASUS Support Team / Moderator,

I am opening this new ticket as a computer technology student who relies heavily on my ASUS TUF Gaming A15 (2023) FA507NV-LP023 (Serial Number: R6N****V984C) for my studies and projects. I am deeply frustrated by the refusal of the Turkey ASUS Technical Support team (SMS Infocomm) to acknowledge the damage they caused and provide a replacement, despite clear evidence.

On May 13, 2025, I sent my laptop, which was in perfect, unopened condition, to the authorized service center in Turkey (SMS Infocomm) for standard cleaning under warranty. I recorded videos to document its flawless state, available here: . Shockingly, the service center returned it damaged, with an improperly installed fan and a bent ventilation grille.

I presented my evidence to ASUS Turkey, but they rejected my replacement request. Recently, your representative, Hilal Hanım, explicitly stated that “değişim/iade yapılmayacak” (no replacement/refunded will be provided), offering only a repair, which I cannot accept due to the service center’s negligence. The Turkish Consumer Arbitration Committee has stated that “there is no such step in the conditions for a replacement/refunded report,” indicating that ASUS’s refusal and repair requirement are not justified. Under Turkey’s Consumer Protection Law (No. 6502), I am entitled to a replacement for this defective service.

The local service center’s mishandling and dismissive attitude have destroyed my trust, especially with similar complaints from other users in Turkey. This ordeal has caused me significant distress, as my studies and projects have been severely disrupted without a reliable laptop. I trusted ASUS for its quality, but this experience has left me feeling ignored and undervalued.

I respectfully request that ASUS Global re-evaluate my case and provide a full replacement, as I sent a flawless device and received it back damaged. I have raised this on ZenTalk and filed a complaint with the Turkish Consumer Arbitration Committee. I can provide additional documentation, such as purchase receipt or warranty details, if needed.

Please escalate this to ASUS Global and provide an update on my replacement request. I hope ASUS will honor its reputation and resolve this fairly.

Thank you for your urgent attention.

Best regards,
Yunus Emre Kepenekci
Phone: ***
Email: ***

[Phone, Link & Email Deleted Due to Personal Information Leaking]

[Falcon_ASUS]

@yunusemrek 
Please do not post repeatedly; I have already replied to you in this thread.
 

[yunusemrek]

Hello Moderator,

Thank you for your response.

However, I must reiterate: before sending my laptop to the service center, the device was in flawless condition—unopened, undamaged, and fully functional. I have video and photographic evidence to prove this. The damage clearly occurred during the time it was in the care of the authorized service center. This damage is not my responsibility.

If I had caused the damage myself, I would have accepted the repair. However, since the authorized ASUS service center caused the damage, offering only a repair is neither fair nor acceptable.

According to the Turkish Consumer Protection Law No. 6502, I am entitled to a replacement when the damage is caused by the service center. I have submitted all my evidence to the Consumer Arbitration Committee and will continue pursuing the legal process.

Please reconsider this matter and escalate my case to higher authorities in order to uphold ASUS’s reputation and customer trust.

Sincerely,

Yunus Emre Kepenekci