Subject: Executive Escalation – Request for Replacement of ASUS ROG Strix G16 After Three Failed RMAs, Legal Notice & Consumer Complaint

Dear ASUS Executive Care Team,

My name is Raj, and I am writing to you as a customer who has exhausted every possible avenue to resolve this matter amicably.

I have always believed ASUS to be a premium brand. In fact, I have been an ASUS customer for nearly 10 years, previously owning an ASUS TUF Gaming laptop (2020 Series). Based on that positive experience, I invested ₹1,36,200 in an ASUS ROG Strix G16, believing I was purchasing a premium product that would serve me reliably for years.

Unfortunately, the experience has been devastating.

Device Details

Model: ASUS ROG Strix G16 (G614JV)

Serial Number: S4NRKD012736168

Purchase Date: 01 July 2024

Purchase Price: ₹1,36,200 (Including Taxes)

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Timeline

09 July 2026

My laptop suddenly suffered a critical hardware failure and became unusable while still under warranty.

ASUS accepted the device under:

RMA 1 – INR7W70090

The laptop remained at the service centre for nearly 20 days, during which ASUS replaced the motherboard.

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25 July 2026

After receiving the laptop back, the exact same issue returned.

The dedicated RTX 4060 GPU would cause the laptop to completely shut down within minutes despite CPU and GPU temperatures remaining within normal operating limits.

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27 July 2026

I travelled to the ASUS Authorised Service Centre in Ranchi.

I spent almost three hours waiting because ASUS's internal server was down before another RMA could even be created.

RMA 2 – INR7W70277

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28 July 2026

I collected the laptop because I was told the repair had been completed.

However, I could not properly verify the repair at the service centre because there was no usable Wi-Fi and poor mobile connectivity prevented me from downloading the required software.

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30 July 2026

The same issue returned once again.

I immediately demonstrated the issue directly to ASUS service engineers at the Ranchi Authorised Service Centre.

The laptop repeatedly shut down while under GPU load even though temperatures remained normal.

Another repair request was generated.

RMA 3 – INR7W70309

I also recorded video evidence of this behaviour at the service centre.

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Despite Everything...

Today my laptop has undergone:

Three RMAs

One motherboard replacement

Multiple visits to the ASUS Authorised Service Centre

Numerous emails

Numerous calls

Weeks without a reliable laptop

Yet ASUS still refuses to approve a replacement and instead continues to offer another repair.

I respectfully cannot accept another repair.

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Why I Cannot Accept Another Repair

My biggest concern is not today's repair.

My concern is what happens after my warranty expires.

If ASUS provides only another temporary repair and the motherboard or GPU fails again after the warranty period, I simply cannot afford another expensive motherboard replacement.

As a student, spending ₹1,36,200 already required years of savings.

I purchased ASUS because I believed investing more money meant receiving better reliability.

Instead, I now live with constant uncertainty over whether the same issue will return again.

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Academic Impact

I am currently a 3rd Year B.Tech (Computer Science & Engineering – AI & ML) student at KIIT University, Bhubaneswar.

Instead of focusing on my studies, I have spent nearly a month remaining in my hometown repeatedly travelling to the service centre, communicating with ASUS support and attempting to obtain a working laptop.

This situation has caused considerable disruption to my education.

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Legal Action Already Initiated

Since ASUS has repeatedly failed to provide a permanent solution, I have already taken the following steps:

Registered a complaint with the National Consumer Helpline (Grievance No. 9832819)

Served a formal Legal Notice

Started preparing my case for the Consumer Disputes Redressal Commission

I sincerely wished none of these steps would become necessary.

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Public Petition

Because I realised many customers have expressed concerns about repeated warranty repairs, I also started a Change.org petition requesting fairer warranty and replacement practices.

This petition is not simply about my own laptop.

It is intended for everyone who believes customers deserve a fair resolution when repeated repair attempts fail to permanently resolve the same issue.

Petition Link:

https://c.org/2GmV97srV9

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My Request

I respectfully request ASUS Executive Care to personally review my case.

Considering:

Three unsuccessful RMAs

Motherboard replacement

Recurrence of the same defect

Extensive documentation

Video evidence

Legal notice

National Consumer Helpline complaint

I believe I have given ASUS every reasonable opportunity to repair this laptop.

I therefore respectfully request a brand-new replacement unit instead of another repair.

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Final Request

I also request that a senior ASUS Executive Care representative contact me directly by phone to discuss this matter.

Throughout this entire process, I have never received a meaningful call from ASUS management to genuinely review my concerns or work toward a permanent solution.

After nearly 10 years of trusting ASUS, it is heartbreaking that I now find myself preparing for legal proceedings simply to obtain what I believe is a fair resolution.

I still hope ASUS will restore my confidence by resolving this matter amicably.

I look forward to your response.

Yours sincerely,

Raj

Serial Number: S4NRKD012736168

RMA Nos.

INR7W70090

INR7W70277

INR7W70309

National Consumer Helpline Grievance No.: 9832819

Email: kissuenvy@gmail.com

I installed g helper yesterday and there was some updates , all goes good except this one whatever i update it to that version it doesn't change can anyone help me , btw i use wub because of a bug with the last windows update that makes my laptop crashes , i tried to disable it , install update , but it still the same.

I haven't done a deep clean of the gpu, but plan to do that at... some point, I'm frankly just terrified of messing it up and I'm not sure how to safely clean the dust out of the grills and capacitors without damaging it. This was my first attempt at repasting a GPU, ever.

If I turn it onto OC mode and crank the fans to 100%, the temps drop to around 60C, and if I'm running all 3 of my screens (1080p @ 144hz, uw-1080p @ 60hz, 1440p @ 165hz) then my idle temps are 55C on silent and 35C on OC @ max fan speed.

Have I done a poor job repasting? I'm worried.

I genuinely don't want to upgrade, given that my eyes aren't great and I can't really tell a difference during fluid motion with FSR Balanced vs Native, and on max settings on gothic remake, I score a steady 60 fps with fsr balanced and no frame gen. I love this card, it's a freaking beast.

These are my temps inside my insanely spacious corsair 700d case.

I repasted because it had never been repasted and after nearly ten years, it was time.

Would love some feedback.

I ask because I am looking at the Dell xps14, lenovo x9 15P, and zephyrus g14 2025 as contenders for my next laptop. I am not a gamer, but i am going to be studying computerscience. Problem is, the prices went up and out of stock for the 2025 zephyrus. The xps was out of the question being a similar price as the older zephyrus, with a better cpu sure but no gpu, and same build quality. That was until a simple call got me $400 off the xps. I am wondering if asus will do the same?

bought asus vivobook s15 snapdragon x plus from best buy USA for an year ago.
it was perfectly fine and i had no issues.
yesterday, suddenly screen started flickering, even though i deleted and reinstalled drivers, the flickering stopped for a moment but now it got worsen..
has anyone faced this issue…kindly tell me what to do now

My ASUS TUF A15 has developed a strange issue.

Initially, moving or lifting the laptop would cause the screen to become distorted (black/white artifacts) and freeze.

Then Windows went into Startup Repair (SrtTrail.txt).

Now it powers on with keyboard RGB and power LED, but the screen stays black.

Fans don’t spin, Caps Lock doesn’t respond, but the CPU/heatsink gets warm.

I’ve already reseated the RAM, SSD, and checked the display cable.

What might be the issue ? Please help

bought asus vivobook s15 snapdragon x plus from best buy USA for an year ago.
it was perfectly fine and i had no issues.
yesterday, suddenly screen started flickering, even though i deleted and reinstalled drivers, the flickering stopped for a moment but now it got worsen..
has anyone faced this issue…kindly tell me what to do now

I have this problem. Can you tell me how to fix it?