So, my Zenfone 9 suffered a complete display failure after ~7 months. But Asus agreed it's covered by warranty, so no problem right? Wrong. If the experience is of interest, read on.
In short, Asus received my Zenfone 9 in Jeffersonville on July 22 for a display repair under warranty, and after a long delay and several attempts to contact support I've been variously informed by 5 different support people that I am being sent a new device, that repair is proceeding but they need my permission to continue, or that the repair process ruptured the battery. There is no sign of when I might finally get my phone back so I can stop using the aged, dying-battery Zenfone 8 that it was supposed to replace, or if I might be able to get a refund so I can just use the replacement I tracked down myself rather than returning it and relying on Asus someday providing a replacement.
The full saga:
Progress initially seemed to proceed normally - I received email updates and could track progress online - until July 26, when I received 3 emails with two different links to sites with two different repair statuses: https://www.asus.com/support/Repair-Status-Inquiry/?country=USA and https://www.asus.com/us/support/repair-status-inquiry?cname=USA. The former said my device was in the process of repair, and the latter said it was in the process of being exchanged for a replacement. Two weeks then passed without further updates, via email or either site. I called Asus support and talked to a first support person, who was unable to provide any information beyond what was on the website but said they "escalated" my issue so I should receive a response within 2 days. After 3 days without a response, I called again on August 15 and spoke to a second support person, who said that the July 26 emails had requested a response from me - they did not; they were no-reply emails telling me to check status online. They said that repair was waiting on my authorization, which I then duly provided. On August 19, a third Asus support person emailed me saying that the battery of the phone had ruptured during repair but providing no further update on timeline. I immediately replied asking for clarification, and on August 21 received an email from a fourth Asus support person saying my case had - for the third time - been escalated. On August 22, I received an email from a fifth Asus support person saying they were "working diligently to reach a resolution".
As stated above, I was able to track down a replacement for my Zenfone 9 at a reasonable price in July (no easy feat, since Asus has ceased selling both the 9 and the similarly-sized Zenfone 10). Asus support has informed me that while my Zenfone 9 had a warranty-covered defect, they have effectively destroyed my original phone, and they seem to be greatly confused/delayed in sending a replacement. No one will say when this Asus-provided replacement might eventually become available to ship, but the replacement I purchased and have in hand has to be returned in two days. For any Asus folks that might be listening, here is my ask - Would you please, PLEASE take the easy route for both of us: Authorize a refund of the highly discounted price I paid for the original Zenfone 9 in the first place, so that you can stop scouring the globe for a Zenfone 9, and I can quit waiting for months to have a functional phone again.
I had a Zenfone 8 and liked it so much I got a Zenfone 9 in spite of a botched update. I liked the Zenfone 9 so much I'm willing to give it another chance despite this defect. Just please let me know when I can get a new phone and stop getting jerked around by this bureaucratic nightmare.
