In May 2023, I purchased an Asus ROG G16 laptop and sent it for repair to SMS Infocom, an authorized Asus service center, last month. I sent the product for repair on June 11, and it arrived today, July 2. It must have undergone extraordinary diagnostics and scientific experiments for three weeks. But no, the primary reason for sending my product—the strange noises coming from the fan—has not been resolved at all. I took the laptop out of the box, and immediately, the fan was making even louder noises than before. SMS Infocom told me, "There is an issue with the keyboard, it is out of warranty, and if you do not pay, we will send the laptop back without repair." The next day, I made a payment of 3,150 TL. Yes, the keyboard needed repair. The keyboard is fine, but what about the fan? The fan is still making noise. Did you service the laptop or just sell me a keyboard? Did you ignore the fan making a loud noise for three weeks? This laptop is used for work, and I was kept waiting for three weeks, barely managing tasks with a backup computer. Am I going to have to wait another three weeks? This laptop costs around 85,000 Turkish Lira, and I paid this amount because I trusted the Asus brand, but I made a mistake. The reason I'm writing here is that although the product is still under warranty, when I try to create a request to send it for repair again, I receive an "out of warranty" error—it's like a joke I am deeply regretting recommending this Asus laptop to my company for work use, and now I am embarrassed in front of my managers.
I just spoke with customer service and received a response like "send it again, let's see." I really don't know who will be accountable for these malfunctioning operations. Think twice before trusting an Asus device.
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