Please tell us some basic information before asking for help: Model Name: ZS600KL Firmware Version: Rooted or not: No Frequency of Occurrence: Always APP Name & APP Version (If your issue relates to the app): In addition to information above, please also provide as much details as you can, e.g., using scenario, what troubleshooting you've already done, screenshot, etc. ======================================== I've submitted an RMA and found many similar instances of the same situation: Phone's internal display cracks without any significant event of damage. I had my phone for three weeks, bought new from ASUS. Paid about $600. It was great for a bit. Due to working from home and University classes being moved online, I have used the phone pretty much exclusively at home. The phone still APPEARS pristine at first glance, and was in the case when the screen stopped working. Upon further inspection, there are hairline fractures on the internal screen. I was told by ASUS support to submit an RMA. After doing so, I was told that the damage is not covered due to "physical damage". The issue that I initially reported was internal damage. I've been loyal to ASUS for my entire adult life (both laptops I've owned were ASUS and the only tablet I ever bought was a ZenPad) and recommended ASUS to people for years. This phone, however, is the most expensive phone I have ever bought and, as someone who works in IT, there is no excuse for how poorly this has been handled. I sent documentation of similar issues to ASUS in my last response and was flat out told that there is "no known issue" when there are innumerable instances of this issue happening with this model.
I just wanted to do something nice for myself and get myself a nice thing. This phone cost more than my rent. How do I go about getting this fixed without paying another several hundred dollars?
Adding photos from before I sent it in as reference. As is apparent in the photos, there are no visible points of impact or other issues with the exterior of the phone. There are internal cracks in the display, which are not visible unless viewed from certain angles. When I was told the RMA did not apply, they claimed there were "deep scratches in the display". This phone is beautiful and any deep scratches would be plainly apparent. There weren't even visible blemishes on this phone when it was sent in.
Also, there were many google results leading to this forum in which the cached versions of the pages documented the same issue. ALL of them have since been deleted. Y'all. This is unacceptable from a business standpoint and customers would be absolutely in the right to file a class action lawsuit when your site advertises durability and gorilla glass but the internal display fractures if you look at it wrong.
It's kind of suspicious that new users cannot post links in this forum when the site documenting this frequently occurring issue recommends including a link to their list of similar cases. forum.xda-developers.com/rog-phone/how-to/consumer-alert-asus-service-center-t3925942 I transcribed it in attempt to post the actual page. It's not hard to find, y'all.
You advertise on your site that the phone is "Engineered for battle" and that it uses "tough, precision-crafted 2.5D- and 3D-curved Corning Gorilla Glass" with "battle-hardened construction". Having one durable component does not, by any means, mean that the phone is "engineered for battle" or well-constructed or anything else. Y'all misleading.
Hi Lxndr Thank you for your asking. Normally, determinations, like "physical damage", are diagnosed by the CID team after receiving your device. Please check your Inbox and PM me your RMA No. and country.