Warranty Support

[ed_peciulis]

What kind of global support does ASUS offer for the ZenFone 6?
I travel a lot so would I be stuck if something goes wrong in another country? My sister had a problem with her ZenFone and Customer Support refused warranty service and said to contact China for service.
That's not a practical solution if I would have to send my phone halfway across the world for warranty service, so I don't know if I want to buy a ZenFone 6 for this reason.
What kind of experience do others have with ASUS Suport? Did they solve your problem, or did they tell you to go to China for service? I want to defy ordinary, but what happens when there's a problem and I need support?

[Anders_ASUS]

I fully understand your argument and maybe our warranty will change to WW one day but it's easier said than done. Your phone for example. You say you purchased it in China and that it has WW rom. That's a problem because we don't even sell ZenFone 6 in China. Especially not with WW rom since Google isn't present in China. So you see, you wouldn't be able to get support in China for a product that they are not selling. Your phone originates from another country. You can send me your SN and I can check where you have warranty.

[ed_peciulis]

I bought the phone on AliExpress from a store called ASUS Online Store, so I don't know where the phone came from. When I created a support ticket with ASUS Support in Canada they were creating all kinds of excuses and one of them was that the phone is from China.
The phone is model ZE553KL with 4GB RAM and 128GB ROM https://www.phonemore.com/specs/asus/zenfone-3-zoom/ze553kl-128gb/
It's the WW version (Model 1) which is available globally, so I don't buy the excuse about warranty parts are not available in all countries so it can't be fixed in Canada. That's a transparent excuse to avoid fixing a faulty product.
From the Specs: Countries or regions available: Brazil, China, USA, Philippines, Hong Kong, India, Japan, Singapore, Taiwan, Various (International).

[Anders_ASUS]

ed.peciulis

I bought the phone on AliExpress from a store called ASUS Online Store, so I don't know where the phone came from. When I created a support ticket with ASUS Support in Canada they were creating all kinds of excuses and one of them was that the phone is from China.

The phone is model ZE553KL with 4GB RAM and 128GB ROM https://www.phonemore.com/specs/asus/zenfone-3-zoom/ze553kl-128gb/

It's the WW version (Model 1) which is available globally, so I don't buy the excuse about warranty parts are not available in all countries so it can't be fixed in Canada. That's a transparent excuse to avoid fixing a faulty product.

From the Specs: Countries or regions available: Brazil, China, USA, Philippines, Hong Kong, India, Japan, Singapore, Taiwan, Various (International).

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Well, the phone isn't from Canada, that's for sure. It doesn't have international warranty so they have no obligation to fix it for you.
Are you ok with paying for the repair service? I'm not saying that they are going to accept it even if you do but maybe you are willing and and maybe they can accept it if you pay.

[MisterSavage]

Well here is the question. People can't get the phone in their country because it's MIA. I don't think anyone would suggest the availability has met expectations. Then, the people who love the product and buy it from sources where it's actually in stock? Then you are told "no obligation to fix it for you"? How about looking at the circumstances of the product rollout and taking some responsibility for that and "as a one time courtesy" why don't you guys treat your customers with more respect? Better yet, why not find a way to make it happen in the future so that people can be happy with the purchase rather than regretting it? Dare to be different or flexible.

[Anders_ASUS]

I understand your point. I really do. We're flattered that people buy our phone from other countries to get it faster but it's not recommended. If it was an easy task to offer world wide warranty, then everybody would do it.
I have to say that people who are not willing to take the risk when buying from another country, shouldn't buy our phone . We feel sorry for those who bought abroad with a non working phone but we can't help them.