Just within 1 month of the warranty expiration, my ASUS VivoBook 16X hinge broke. I submitted this issue to ASUS customer support, explaining that many customers are facing the same problem, clearly indicating a design flaw. Despite this, they initially told me I would have to pay for the repair.
I sent them proof — online reviews, customer forums, and user complaints showing this is a widespread issue. You can easily Google and verify that many ASUS VivoBook users have reported the same hinge failure. After this, they told me their team would contact me.
I waited around 15 days. They kept repeating: “We have escalated this to the concerned team” — with no actual response. Eventually, the Rajkot service center contacted me and offered a one-time no-cost repair.
However, after the repair, I noticed minor damage on the screen, which was not present before the hinge issue. While I cannot confirm if the technician directly caused it during the hinge replacement, it’s also possible that the screen was damaged due to the broken hinge itself. I have always handled the laptop with utmost care, so such damage is highly unlikely to have occurred due to mishandling on my part.
I was without my laptop for several days because of ASUS's poor product quality and unprofessional service. To protect myself if the same issue occurs again, I politely requested a warranty extension, but they bluntly refused.
On top of that, the call handler, Anita Dsouza, didn’t even listen to me properly. She kept repeating scripted responses and stated that ASUS had done a “favour” by repairing my laptop for free — even though the issue is due to poor design, not user fault.
Her response and attitude were unprofessional and dismissive. According to Section 2 (1) (r) of the Indian Consumer Protection Act, 2019, this behaviour can be considered unfair trade practice, as they refuse to acknowledge design defects, ignore customer grievances, and present basic consumer rights as a favour.
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