ASUS Service Nightmare: 4 Months of Excuses, False Warranty Claims, and a Laptop That Literally Burns My Legs
I’m a 14-year-old student, and for the past 4 months, I’ve been stuck in an endless nightmare with ASUS support while trying to focus on my school exams.
After months of back-and-forth emails, ASUS finally agreed to inspect my laptop under warranty. The inspection confirmed multiple issues: a failing battery, bad thermal paste, and faulty RAM. I sent my laptop in for service, and it took 25 days to get it back. I thought everything was finally fixed, only to find out they literally only replaced the thermal paste—leaving the bad battery and bad RAM untouched.
When I confronted the service representative about why the battery and RAM weren't replaced, he gave me these ridiculous excuses:
The Battery Claim: He told me the battery has a "different warranty period" that had already ended, so they couldn't replace it.
The RAM "Glitch": He claimed the RAM "automatically fixed itself" at the service center and wasn't glitching anymore.
Buy Your Own RAM: During the AI RAM crisis, he literally told me 3 times to buy my own RAM out of my own pocket. His logic? He claimed the factory RAM only has a 3-month warranty, whereas buying my own would give me a 12-month warranty, and I should pay their service team extra just to fit it in.
Now, the laptop is completely unusable:
The "Notebook" Burn Hazard: ASUS keeps calling this an "office notebook," but at idle, CPU temps hover between 85°C–98°C. The bottom chassis and exhaust vents get so hot they literally leave red burn marks on my legs.
5-Minute Idle Battery Test: Sitting completely idle on the desktop with Task Manager showing 4%–7% CPU usage, the battery drains from 90% to 81% in 5 minutes. That is a 1.8% loss per minute, giving this "portable office laptop" a total runtime of barely 55.5 minutes on a full 100% charge.
Thermal Runaway & Botched Servicing: Even if I lock the wattage, undervolt the GPU, and cap FPS while gaming, the heat is so uncontrollable that CPU clocks crash down to 1.1 GHz at just 15W–18W. They completely failed to apply thermal pads/paste to the VRAM chips properly, causing silent overheating, constant stuttering, and severe power throttling.
Field Service Incompetence: Their field technician sat at my place for 2.5+ hours completely clueless, staring at his iQOO 12 phone and watching YouTube videos just to figure out why ASUS's own diagnostic tool was taking so long—spending more time checking specs for his phone's Snapdragon processor and messing with his electric scooter settings than diagnosing a hardware power leak.
When I sent them direct video proof of cold boots, real-time HWiNFO throttling logs, and battery drains, senior support claimed the video link "was not clear."
I had to figure out the exact hardware failure on my own while ASUS spent 4 months making excuses, blaming "warranties," and dragging out a simple hardware repair.