ASUS ROG Phone 8 – Warranty Refused Despite Following Their Safety Instructions – No Proper Testing Done

daniel.nicolae5

daniel.nicolae5

daniel.nicolae5

Associate
Joined
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Posts
4
Location
London Uk
Hi all,
I’m posting this because I think other tech enthusiasts should be aware of how ASUS UK (via FiveTech) has handled my ROG Phone 8 warranty case.

Background:
Purchased: January 2025 from FiveTech (ASUS UK Online Store).
Symptoms in July:

Frame bending (no external damage)

Overheating during normal use

Internal swelling in the middle of the phone

Camera and hardware glitches


Following ASUS Safety Policy:
ASUS Support Article 604 says: If you see swelling, overheating, or deformation, stop using the device and send it in for inspection.
I did exactly that — sent it to ASUS immediately.

ASUS Response:
After 21 days, they classified it as Customer-Induced Damage (CID), claiming:

Curvature = external damage, not warranty

Battery “tested fine” because it charged normally (in idle mode)

No swelling visible at time of inspection

No safety concern


Issues with Their Investigation:

No load-based thermal stress test done — they just charged it while idle

No comparison with a brand new battery (despite claiming it was done)

No photos from above or under the battery

No examination of components near the bend to find possible heat source

No high-res tear-down documentation

No engineering report provided — only visual opinion


The “full load test” they mention? The tool used was miniAST_ASUS_v1.3.3.104_T0415, which only ran basic status commands like:

cat /proc/Batt_Cycle_Count/batt_safety_csc

That’s an idle battery check, not a stress or safety analysis.

Deflecting Responsibility:
ASUS now says:

They are not the seller, so my statutory rights are with FiveTech

They’ll return the phone unrepaired (free of charge)

Any warranty dispute should be taken up with the retailer


Why This Matters:

ASUS is the manufacturer and warranty issuer — yet refuses to take responsibility

Safety advice was followed to the letter, but the result is a 21-day wait and no real investigation

Potential breach of UK Consumer Rights Act 2015 & product safety standards


I’m escalating this to:

ASUS Legal, ASUS Europe & Global management

Trading Standards

SafeBuy ADR scheme

Media outlets


Full annotated case with 1 photo here , trying to add more https://zentalk.asus.com/t5/rog-pho...ication-no-proper-testing-21/m-p/482650#M4149

If you own an ASUS device, be aware: even if you follow their safety instructions exactly, you may be left with an unrepaired phone and a long fight ahead.
 
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It’s not that all ASUS warranties are worthless — but in my case, their handling has made mine feel like it is.

I followed their own safety advice (ASUS Support Article 604) to stop using the phone and send it in after seeing heat deformation and swelling signs. Instead of investigating properly, their repair centre classified it as “Customer-Induced Damage” based only on visual inspection — no load tests, no under-battery checks, no component-level diagnostics, no proof of their claims.

When I challenged this, ASUS offered a “free return” instead of a warranty repair and tried to push me back to the retailer. That’s despite the fact the warranty is issued by ASUS, and the fault concerns potential safety issues.

For me, a warranty that can be dismissed without factual evidence or proper testing isn’t a warranty at all — it’s a sales promise with no substance when you actually need it.
 
I did contact the retailer behind Asus Official website were the phone was purchased. They want to return the phone to UK, send over the report to them and then analyze the report and make a conclusion, no phone inspection will be conducted they told me. The report of ASUS Chezk is superficial and has absolutely no test showing why the frame is bended, no consideration of why the phone was overheating and was swollen before shipping, contracted during transit and absolutely no justification of the diagnostic
If anyone here has the willing to help me , to involve Asus management because ASUS UK support is blocking my escalation and not passing my case to management wich in my opinion is illegal.
 
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They're correct though, retailer should have been your first port of call.
I realise though the documentation you have says to contact them which is contradictory.
I'm pretty sure you'll win this though, especially with credit card protection.
 
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