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  1. #1
    New ROGer Array PatrickF PC Specs
    PatrickF PC Specs
    Laptop (Model)Msi
    MotherboardAsus
    ProcessorIntel i7
    Memory (part number)16gb
    Graphics Card #1980ti
    Graphics Card #2980ti
    MonitorLG superwide
    Storage #1Samsung
    Storage #2Samsung
    CPU CoolerCorsair
    CasePhantek
    Power SupplyCorsair
    Keyboard Razer
    Mouse Razer
    Headset Turtle beach
    Mouse Pad Generic gamer
    Headset/Speakers Bose
    OS Win 10 pro

    Join Date
    Jan 2018
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    10
    Posts
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    Worst RMA experience ever

    This is now the 4th time I have had to send in my phone because Asus technicians just can't get it right. Here's been my experience:

    1st RMA
    phone keeps restarting on its own.

    2nd RMA
    phone keeps restarting on its own.

    3rd RMA
    phone came back with physical damage from technicians

    4th RMA
    phone fingerprint sensor not working and home button intermittent

    ENOUGH IS ENOUGH!

    I will not accept any more repairs and will not accept a refurbished unit. I want a brand new device in box with new manufacturer warranty. This is ridiculous.

    CAA1HC1828
    CAA1HB0610
    CAA1HB3357
    CAA1J11535

    My case number is N180155252

    I've reached out to Marsha P. and Peggy Lee and still have not heard from either of them. This is unacceptable.
    Last edited by PatrickF; 01-12-2018 at 12:49 AM.

  2. #2
    New ROGer Array PatrickF PC Specs
    PatrickF PC Specs
    Laptop (Model)Msi
    MotherboardAsus
    ProcessorIntel i7
    Memory (part number)16gb
    Graphics Card #1980ti
    Graphics Card #2980ti
    MonitorLG superwide
    Storage #1Samsung
    Storage #2Samsung
    CPU CoolerCorsair
    CasePhantek
    Power SupplyCorsair
    Keyboard Razer
    Mouse Razer
    Headset Turtle beach
    Mouse Pad Generic gamer
    Headset/Speakers Bose
    OS Win 10 pro

    Join Date
    Jan 2018
    Reputation
    10
    Posts
    10

    Still no response from RMA in regards to the issue at hand.

  3. #3
    New ROGer Array PatrickF PC Specs
    PatrickF PC Specs
    Laptop (Model)Msi
    MotherboardAsus
    ProcessorIntel i7
    Memory (part number)16gb
    Graphics Card #1980ti
    Graphics Card #2980ti
    MonitorLG superwide
    Storage #1Samsung
    Storage #2Samsung
    CPU CoolerCorsair
    CasePhantek
    Power SupplyCorsair
    Keyboard Razer
    Mouse Razer
    Headset Turtle beach
    Mouse Pad Generic gamer
    Headset/Speakers Bose
    OS Win 10 pro

    Join Date
    Jan 2018
    Reputation
    10
    Posts
    10

    So I called in... first person was a waste of time so I asked for a supervisior... supervisor was also a waste of time so I asked for an escalations officer. well what do you guys think.... this guy was also worthless.... I demanded to receive a name new in box phone as it was now the 4th RMA and that it was unacceptable! I asked for my money back but obviously they wouldnt entertain that. so always they them attempted to open an RMA and they tried to send me a Purolator shipping tag. But they couldn't... Said the "system" was having problems so I should call back a little later. so I called back once worth the same outcome... and then called back once more and finally got someone that figured out why it wouldn't send. Anyways I finally got the Purolator tag and sent out my phone for the 4th time!

    I will not accept anything other then a new phone. I'll let you guys know what happens next.

  4. #4
    New ROGer Array PatrickF PC Specs
    PatrickF PC Specs
    Laptop (Model)Msi
    MotherboardAsus
    ProcessorIntel i7
    Memory (part number)16gb
    Graphics Card #1980ti
    Graphics Card #2980ti
    MonitorLG superwide
    Storage #1Samsung
    Storage #2Samsung
    CPU CoolerCorsair
    CasePhantek
    Power SupplyCorsair
    Keyboard Razer
    Mouse Razer
    Headset Turtle beach
    Mouse Pad Generic gamer
    Headset/Speakers Bose
    OS Win 10 pro

    Join Date
    Jan 2018
    Reputation
    10
    Posts
    10

    Smile

    you guys know what the ****ty thing about all of this is.....

    I have an ASUS laptop, Asus video card, Asus watch.... and none of it ever broke! Great products. I just don't trust the technicians for RMA.

  5. #5
    New ROGer Array PatrickF PC Specs
    PatrickF PC Specs
    Laptop (Model)Msi
    MotherboardAsus
    ProcessorIntel i7
    Memory (part number)16gb
    Graphics Card #1980ti
    Graphics Card #2980ti
    MonitorLG superwide
    Storage #1Samsung
    Storage #2Samsung
    CPU CoolerCorsair
    CasePhantek
    Power SupplyCorsair
    Keyboard Razer
    Mouse Razer
    Headset Turtle beach
    Mouse Pad Generic gamer
    Headset/Speakers Bose
    OS Win 10 pro

    Join Date
    Jan 2018
    Reputation
    10
    Posts
    10

    So today I finally got a response from Peggy Lee. Here's what she said...

    Hello Patrick,

    I have to apologize for the delay in response here. I've been inundated with an unusually high email volume and am working to respond to inquiries as fast as I can. I am sorry for the trouble.

    I am sorry to hear there is still issues of the unit. It is our standard procedure to recall the unit back for test and if confirmed a hardware issue, we would consider to have the unit replaced. Please note RMA replacement units may be ASUS re-certified and/or re-manufactured. Any replacement will inherit the warranty of your original product and does not extend or alter your original manufacturer warranty term. We do not provide warranty renewal or refund under any circumstances.

    Please kindly send back the unit for testing at your convenience. I will issue the RMA and provide the shipping label for this purpose again.

    We do apologize for all the inconvenience may have caused.

    Thanks and Best Regards,
    Peggy Lee (ACICA)

  6. #6
    New ROGer Array PatrickF PC Specs
    PatrickF PC Specs
    Laptop (Model)Msi
    MotherboardAsus
    ProcessorIntel i7
    Memory (part number)16gb
    Graphics Card #1980ti
    Graphics Card #2980ti
    MonitorLG superwide
    Storage #1Samsung
    Storage #2Samsung
    CPU CoolerCorsair
    CasePhantek
    Power SupplyCorsair
    Keyboard Razer
    Mouse Razer
    Headset Turtle beach
    Mouse Pad Generic gamer
    Headset/Speakers Bose
    OS Win 10 pro

    Join Date
    Jan 2018
    Reputation
    10
    Posts
    10

    This is completely unacceptable especially considering that it's the 5th problem that I'm having with the phone and I only have a few months left of warranty. I've kept this phone in perfect condition. In a case with a glass screen protector since day one. Never dropped and kept dry. I obviously received a "lemon device" that was probably manufactured on a Friday afternoon or after a long weekend of drinking!

    This i's unacceptable and as I mentioned I will not be accepting a refurbished device. Only a new in box unit with new warranty. If I need to resort to social media then I will. And I will not accept any packages sent to me from the rma location that wold contain a refurbished unit.

    If I would have paid on my credit card I would be asking my credit card for a charge back since asus is in possession of my phone and I don't want to deal with this anymore.

    Please make it right and send me a new in box unit.

  7. #7
    New ROGer Array PatrickF PC Specs
    PatrickF PC Specs
    Laptop (Model)Msi
    MotherboardAsus
    ProcessorIntel i7
    Memory (part number)16gb
    Graphics Card #1980ti
    Graphics Card #2980ti
    MonitorLG superwide
    Storage #1Samsung
    Storage #2Samsung
    CPU CoolerCorsair
    CasePhantek
    Power SupplyCorsair
    Keyboard Razer
    Mouse Razer
    Headset Turtle beach
    Mouse Pad Generic gamer
    Headset/Speakers Bose
    OS Win 10 pro

    Join Date
    Jan 2018
    Reputation
    10
    Posts
    10

    Sorry I didn't mention my device us a ZenFone 3 Deluxe 5.7" ZS570KL 64GB. Probably one of the best phones I've used. But if I cannot receive a new in box device I will be forced to buy from another company. The OnePlus 5T are looking pretty nice and we'll priced as well!

  8. #8
    New ROGer Array PatrickF PC Specs
    PatrickF PC Specs
    Laptop (Model)Msi
    MotherboardAsus
    ProcessorIntel i7
    Memory (part number)16gb
    Graphics Card #1980ti
    Graphics Card #2980ti
    MonitorLG superwide
    Storage #1Samsung
    Storage #2Samsung
    CPU CoolerCorsair
    CasePhantek
    Power SupplyCorsair
    Keyboard Razer
    Mouse Razer
    Headset Turtle beach
    Mouse Pad Generic gamer
    Headset/Speakers Bose
    OS Win 10 pro

    Join Date
    Jan 2018
    Reputation
    10
    Posts
    10

    so here's what happened today:

    i got an email from proactive care follow up telling me that they have indeed received my laptop.... when I sent my phone! the same phone that I've sent 3 other times consecutively!
    then I get a call from someone at Asus California telling me that they have escalated my claim and will send me a refurbished phone, when I've clearly requested a new in box device!

    This is getting out of hand.... and I will not receive anything other then a new device in box!

  9. #9
    ASUS HQ Service Rep Array Bill@ASUS's Avatar
    Join Date
    Dec 2015
    Reputation
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    Posts
    433

    Hello PatrickF
    Please keep in mind that this is the ROG forum, specifically for ROG and gaming related products only.
    If you have any inquiries regarding ASUS mobile phone model ZS570KL, please post your threads in the Zentalk forum ZS570KL section:
    https://www.asus.com/zentalk/forum.p...isplay&fid=216
    Thank you for using ASUS and have a nice day.

  10. #10
    New ROGer Array PatrickF PC Specs
    PatrickF PC Specs
    Laptop (Model)Msi
    MotherboardAsus
    ProcessorIntel i7
    Memory (part number)16gb
    Graphics Card #1980ti
    Graphics Card #2980ti
    MonitorLG superwide
    Storage #1Samsung
    Storage #2Samsung
    CPU CoolerCorsair
    CasePhantek
    Power SupplyCorsair
    Keyboard Razer
    Mouse Razer
    Headset Turtle beach
    Mouse Pad Generic gamer
    Headset/Speakers Bose
    OS Win 10 pro

    Join Date
    Jan 2018
    Reputation
    10
    Posts
    10

    Thank you for replying to me, nobody else has! I've looked at the link you sent me and noticed that many others are having the same issues as I am. Is this the reason why they stopped manufacturing this model?

    Quote Originally Posted by Bill@ASUS View Post
    Hello PatrickF
    Please keep in mind that this is the ROG forum, specifically for ROG and gaming related products only.
    If you have any inquiries regarding ASUS mobile phone model ZS570KL, please post your threads in the Zentalk forum ZS570KL section:
    https://www.asus.com/zentalk/forum.p...isplay&fid=216
    Thank you for using ASUS and have a nice day.

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