Title:
[Escalation Request] ROG Phone 8 – RMA CZA1T72016 – Disputed CID Classification, No Proper Testing, 21 Days Without Management Response
Post:
Hello ASUS team,
I am posting here because my ongoing RMA case (CZA1T72016, Serial RCAIOC377179FFA) has reached a deadlock after more than 21 days of repeated emails, unanswered technical questions, and no evidence-based warranty investigation.
Summary of the Issue
Device: ROG Phone 8, purchased January 17, 2025.
Problem: Frame bending, repeated overheating, signs of internal pressure/swelling, and camera malfunctions.
I followed ASUS’s own safety instructions (Support Article 604) to stop using the phone and send it in for inspection.
The phone was received by the Czech repair centre.
ASUS classified the issue as CID (Customer-Induced Damage) based solely on visual observation, without comprehensive tests or diagnostics.
Why I Dispute the CID Classification
1. No full technical investigation performed — No photos from above or under the battery, no thermal load testing, no structural diagnostics.
2. Battery appears uneven in the technician’s own photos, but I have been told (without proof) it was compared to a new one and shows no swelling.
3. The only “test” presented was idle charging — not a valid diagnostic for long-term swelling or thermal stress.
4. Quotation includes replacing the entire LCD module (£152.11) despite the screen being flawless. Curvature is on the frame, not the display. No evidence justifying this replacement has been provided.
5. CPU “throttle” test reported as reaching 49°C is inconsistent with the diagnostic logs I obtained — appears to have been a basic idle check, not a real stress test.
6. Requests for evidence, test results, and escalation to ASUS management/legal department have been ignored.
Main Concerns
The warranty investigation appears superficial and avoids addressing my technical points.
Responsibility is being deflected to the retailer (FiveTech) despite ASUS being the warranty issuer.
If the device was sent in due to a safety concern on ASUS’s own advice, no repair or handling fees should be charged — regardless of warranty status — until a proper investigation is done.
What I Am Asking For Here
Confirmation this case is escalated to ASUS Europe & Global Management, and ASUS Legal for review.
A full technical report with:
Photos from all angles (above, under battery, under screen).
Detailed list of components tested and test methodology.
Thermal and load testing results.
Evidence for why the LCD module must be replaced.
Removal of handling/repair charges until a proper review is complete.
Why I Am Posting on ZenTalk
I believe this case demonstrates a gap in ASUS’s RMA process where safety-related complaints are dismissed without full diagnostics. I want ASUS management to see this publicly so it cannot be ignored in private email exchanges.
All annotated photos, technician notes, and correspondence are available and can be shared here if needed.
I look forward to ASUS staff here confirming direct involvement of management and legal, so that this can be resolved fairly and factually.
Nicolae Daniel Balaoiu
dan*****
RMA: CZA1*****
Serial: RCAI*****
