Dear ASUS Global Support Team,
I am writing to report a serious issue with the authorized ASUS service center in Turkey (SMS Infocomm) regarding my ASUS TUF Gaming A15 (2023) FA507NV-LP023 laptop (Serial Number: R6NRCX02V*****24C).
On May 13, 2025, I sent the device for standard internal cleaning under warranty. The laptop was in perfect physical condition, had never been opened or tampered with, and was carefully packaged. I recorded videos of the packaging process and the device’s condition prior to shipment, confirming its pristine state.
Upon receiving the laptop back, I discovered that the left internal fan was improperly installed, causing the metal ventilation grille to bend. There are also signs of careless handling, including potential scratches inside the device. I have clear video and photo evidence documenting the damage, which was not present before the service, available via this Google Drive link:
Despite presenting this evidence to ASUS Turkey, their response was dismissive, claiming the fan’s position is “normal” and refusing to take responsibility or offer a replacement. This unprofessional handling has severely undermined my trust in ASUS. I have filed a complaint with the Turkish Consumer Arbitration Committee under Turkey’s Consumer Protection Law (No. 6502), which entitles me to a replacement due to service-induced damage.
As a loyal ASUS customer, I am deeply disappointed by this experience. I respectfully request a full replacement of my laptop, as it was returned damaged due to the authorized service’s mishandling. I am prepared to provide all necessary documentation, including purchase receipt, warranty details, service reports, and videos.
Please advise on the next steps to process my replacement request. I expect a prompt resolution to restore my confidence in ASUS.
Thank you for your urgent attention to this matter.
Kind regards,
Yunus Emre Kepenekci
Email:***
[Link & Email Deleted Due to Personal Information Leaking]
