Dear Mr.
I had purchased Asus ROG phone II on Flipkart and got it delivered on 10th January 2020 and warranty expiry on January 9th 2021. I soon ran into heating issues, I asked Flipkart for a replacement as I purchased from their website, but Flipkart rejected the exchange saying heating is common in smartphones, so I used it anyway with a tiny heartache of owning an expensive phone which claimed to have good heat management (so called liquid cooling), my colleagues owning mid-range smartphones never had such issues while playing common games in the market and being a gaming phone, it was embarrassing owning this. But things got worse when after some months the phone started shutting down while using any application which was moderately heavy like camera, pdf editor, etc. just forget about gaming, I couldn't even get my work done, it would shut down even with google meet app, so I couldn't attend any meetings.
Since it was under warranty, I took the phone directly to an authorized Asus service Centre Panaji, Goa which is 50km away from my city, anyways I reached there, I told them about phone’s problems and they said we’ll try resetting the phone and updating the firmware, but that didn't work so after 2-3 hours of waiting they said they’ll ask Asus for replacement of the motherboard, as they couldn’t find the problem with the device so suggested to just replaced the board but it took more than a month to get the phone, by the time I got the phone, warranty ended and it still had the same issue, I immediately went back and told them about it, they again for the second time said they’ll replace the board, I told them last time board was replaced and had the same issue but they ignored my suggestion and replaced the board anyway, now after waiting for another month and half, I got the phone and BEHOLD...! again same issue, after overcoming this Déjà vu, I rushed back 50km immediately again and told them about the problem, once again for the 3rd time they said they’re replacing the motherboard, I was fed up of this and told them to do whatever and went home, they gave me a call and said they can't replace the board as it is out of warranty but I told them about the situation that the problem was never solved, they said they’ll call back and called back finally changing the faulty motherboard story to faulty display story and that is what was causing the heating issue and now I will have to replace the display for Rs.15, 000. I have not collected the phone yet, and I won't, until this problem gets resolved. Horrible experience, if they're treating flagship users this way then I wonder what they do to customers owning mid-range or budget smartphones.
I’m writing this to you hoping that it was just a bad service Centre and that rest of the Asus team actually cares about their customers and will solve my problem. Otherwise I will have no other option but Consumer court.
Thanking you
Yours Rui Jorge
Asus India customer support has been notified about the posted complaint.
