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To Asus and all owners of a dead Zenfone 8

leoncarrera
Rising Star I

By now is it clear the Asus Zenfone 8 has a weakness when it comes to its motherboard. Phones are dying in very comparable situations; after installing an update or patch and/ or when charging. The died phones show the same state: a sudden black screen, no response on buttons or screen, sometimes an orange fast blinking LED for about ten seconds when the charger is attached, after which also this stops blinking. Even the life duration of the phones are alike when this happens;  around two years.  Some people are lucky that it can be repaired under warranty, most aren't when warranty has just expired.

All of the phones which were repaired received a new motherboard. So also in here the fix seems comparable. Or at least not repairable with a soldering or partial replacement of other components. There is no wide variety of repairs to be found on ZenTalk on this. 

This issue goes beyond individual or even wrong use, a single faulty or unfortunate phone. All phones that died did this in comparable situations and after comparable life times. There is something wrong with the design or components of the Zenfone 8, or at least a batch, which can't be put on warranty alone when it comes to a repair. 

Asus, please take this matter and your clients serious. At least more then you have proven till this date. Asus can't just address this matter with the initial question if the phone is still under the warranty. Asus does know what the technical issues are with these phones, so please then also take your responsibility. Asus put this premium phone on the market at a premium price. This comes with an expected life duration that goes beyond a hard line of just 24 months. Warranty is for specific situations. These dying Zenfones are not specific. It is a general issue. So please handle it as such.

Can Asus confirm that they will keep addressing issues regarding these dying Zenfones as individual technical matters? And thus with warranty as strict and main component to define if Asus or customers are financially responsible for further action? And if so, what is their response to these resembling dying phones that Asus will keep holding onto this strict warranty duration when it is clear customers can't be held responsible for their broken Zenfones, since they die during normal use or especially after installing new and updated Asus firmware?

To all users of a died Zenfone 8: please add your phone to this thread, when it died (lifetime) and on which occurence. 

Kind regards,
León

269 REPLIES 269

Phone is repaired under warranty, motherboard replaced. Thanks Asus!

electrosk
Star II

I left my phone to charge overnight and I woke up to it dead. Took it to a repair center and they said it was the motherboard, warrenty wont cover it. Not a great feeling when you buy a premium device for 470 quid just to have it die on you 1 year and 8 months later.
I tried RMA and got this responce from ASUS:
"Unfortunately your device was only sold with a local Warranty to TAIWAN, therefore it can only be repaired in this country.
ASUS does not provide a global warranty for ZenFone products, and we are sorry if this has caused you any inconvenience. We recommend that you receive service from the original country of purchase for (in-warranty | out of warranty) service, which in this case is TAIWAN.  
You can contact our TAIWAN Support Centre on  https://www.asus.com/tw/ support/callus/ , or alternatively we suggest that your return to your place of purchase to see if they can assist you further. "

I guess I have to contact someone from TAIWAN for them to maybe fix this, amazing.....

balbaschitz
Star I

I bought the phone in May 2021. On 02.1.2024, after the update, it didn't turn on.

leoncarrera
Rising Star I

@keren_ASUS @Falcon_ASUS

Your customers would like to get your attention and service which they bought and came with the product you have sold them. We know you apologize for any inconvenience the dying Zenfone's may have caused them, but with the cases adding up in a clearly not coincidentally manner, where is Asus in this all? 

Your customers are entitled to your reaction. Where does Asus stand in this technical issue that is obviously not solely of independent and unique individual cases nor accidentally malfunctions? All cases can be generalized to the very same issue of a dead Zenfone because of the malfunctioning of the product and its proprietary Asus software. So Asus, please respond accordingly.

Oscaroo
Star III

I'm not jilted cos i got a refund,  but clearly others are hurt and probably this will turn into a class action law suit