ASUS notebook warranty problem

Hardware Hub Laptops & Netbooks
1

Hey guys!

A few days ago my girlfriend’s notebook stopped working, with this sequence of events:

  1. She printed something (printer was connected via usb)
  2. She attached usb thumb drive which did not work on her notebook
  3. Thumb drive worked on my notebook
  4. She tried to print a file again and suddenly the printer did not work on her notebook too.
  5. She restarted the notebook, but it was not able to boot up again, nor were there any lights when connecting the notebook via the power cord

This is her notebook:
https://www.amazon.com/Transformer-Chi-All-Aluminum-Detachable-Touchscreen/dp/B01FL9QMKQ/ref=sr_1_2?ie=UTF8&qid=1466782564&sr=8-2&keywords=asus+transformer+chi+300

I contacted customer support and sent the notebook to a support partner, and ASUS contacted me today and told me the damage was not covered by warranty since it was customer induced damage. Along, the sent me the following picture as proof.

Apparently, she has somehow managed to break the usb port - but still, I was there when it happened and I am sure that she did not use any force at all when (un)plugging the above mentioned devices.

Do you know if it is possible to convince them to cover the costs due to - for example - shabby materials or something like that?

2

sounds like the hard drive died and the system was working out of ram by that point.

1 Like
3

Weird, I thought it had something to do with the usb port breaking. If the SSD died though, it should be covered by the warranty.

4

I've had the main drive die in my devices before and all windows does is whine about battery. It was probably doing popups for weeks and she just closed them.

1 Like
5

Looks to me like it's likely that some other object has pushed in there at some point. I wouldn't expect any chance of repair without paying the full price. Though it's not a kind of damage I see very often, I'm sending off laptops for repair in or out warranty to Asus and others almost every week at work.

1 Like
6

As far as we know, it didn't do any popups. If the hard drive died, shouldn't be there at least a light when connected to a power outlet? Because as mentioned above, after the incident, there were no lights at all.

I think it is strange that a defect/damaged usb connecter bricks the whole notebook. Shouldn't the notebook work by simply disconnecting/deactivating the usb port?

Thanks for your replies by the way :-)

7

.....hmmmm, well something could have also popped on the MOBO. It is a tablet after all, they aren't built all too well compared to a laptop.

8

I still hope that to find a way to handle this through warranty. After all the notebook was not treated carelessly.

@mauli thinks that even though the usb connector looks damaged, it may not be responsible for the notebook's malfunction.

9

Again, mobo damage. Its all I can really think of.

10

I fear you're right. Do you think the port is clearly damaged or could this just be a sign of wear?

11

Could be something like this.

Where the USB got pushed in and broke something. I dunno.

12

That's interesting, thanks. I guess it must have been a weak spot for some reason, and through repeated use got loser and loser until it broke something.

But in the end it is sloppy work on ASUS' part to build a notebook which breaks so easily.

1 Like
13

And warranties don't really exist anymore, y'know? Buy new!
Whens the best time to buy a KIA?

Never.

14

Well, unfortunately this notebook was quit new. Only 6 months old...

1 Like
15

So, ASUS does not want to replace my notebook. But just before ordering a new one I decided to read the 1-star Amazon reviews of my old one.
As it turns out, some other customers had this problem just as well, which is why I decided to contact Amazon again and posted the essential parts of the 1-star reviews. Luckily Amazon decided to refund everything, I just have to return it :-)

16

Eh. I wouldn't say that. Lenovo and Dell have both been fairly good about warranty.

Asus is usually better than this, but only if you buy their business or gaming series stuff.

If you buy at the consumer level, they could not care less about you.

1 Like
17

Wow

I like amazon. They really seem to take care of their customers.