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[New Question] [Service] Attention all Zenfone 6z users with issues

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Ashwath24 IND Level 1 | All posts
ASUS 6z Bug Report
ASUS6 Model: ZS630KL
RAM: 8G
Firmware/APP Version: *.191
Frequency of Occurrence: Phone doesn't work anymore
Rooted: No
APP Name: -
Screenshot: -
Last edited by ashwath.bharath on 2019/9/19 03:57

I bought the 6z on 1st July through Flipkart. Within few weeks of purchase, I started facing a lot of issues - the phone would freeze often, I tried restarting the phone, resetting (down volume key + power button), recovery mode, and eventually, it went into a restart loop, showing an error with the filesystem and storage. All of this happened after I updated the phone to *.174 version.

As part of the mobile protection plan, Flipkart picked up the device and sent it to the ASUS service center. I got it back within a week. Updated to the *.191 version. The phone stopped working completely -
1) The phone kept restarting
2) It freezes once started
3) Tried soft reset and recovery mode several times
4) UI fails, apps fail,
5) Sim toolkit keeps re-installing
I have no official communication on what the issue was the first time and why I am still facing issues that caused the phone to stop working. Upon trying to get in touch through twitter, email, phone and not getting any response, I finally managed to speak to the ASUS service support - I was told that the battery was an issue and it was replaced. Surprisingly, the ASUS battery care always showed the battery condition as good when the phone was working.

I still don't know what the complete diagnosis is and how have they addressed it, and why a new phone stopped working even after repair. It's been 5 weeks since the phone is just in the cupboard. I have only got extensions after extensions that ASUS will get back to me (provided I keep writing to them and requesting them for atleast an acknowledgment). With tonight being another extension for which as usual there is no response!

If you have been facing similar issues (not user caused issues like water, drop, heat, etc..) on your 6z and are only getting scripted and purposeless responses from ASUS, I request you to share your thoughts on this thread.

We will have to take all the complaints together to their head office in India to get any meaningful resolution.


I am also considering to print down all the communication with ASUS and file a notice with the Consumer Affairs Forum because I don't see ASUS taking any responsibility for selling a faulty device, repairing it without sharing any details (and the phone still doesn't work!), and the huge amount of inconvenience it has caused me.


Props
IND Level 1 | All posts
Hi,

My asus 6z mobile has a crack on camera glass. I have approached flipkart protection plan jeeves insurer. My mobile was picked up on 6th sept and  not repaired as of yet. Everytime i call jeeves customer support, i get response that parts unavailable and they are escalating to backend team. I have done factory reset before handing it over to jeeves, now they are saying apart from camera, they also found mother board issue. It is a new phone and I barely used  it, on the top the camera module alone has to be repaired. I'm worried how mother board issue came all of a sudden.

All the response I get from jeeves is spare parts unavailable, escalating to backend team, will get a response in 48 hours. I'm wondering why there is delay in getting spare parts from Asus.

Moreover, jeeves customer care gives some random answer everytime. First they said, camera module is replaced and in the QC test found that mother board has some problem. Next time they said , camera and mother board both are not repaired due to parts unavailability.
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IND Level 1 | All posts
I m facing similar issues.

I was super excited buying this phone considering its flagship processor, near stock android, a promising battery pack and an interesting camera implementation. It did meet a lot of my expectations for the first 10 days. Then the crashes started happening.

I sent my unit to f1 info solutions, which is an Asus approved service centre here in Bangalore.. they sent me back my unit after doing a factory reset and NOTHING ELSE. As expected, the unit started malfunctioning again after a couple of days of use.

The second time, I went there personally to the service centre after driving there for 1 hour on a Wednesday afternoon. After me (a junior doctor with zero technical knowledge about phones) explaining to them that this is a motherboard issue which is being talked about all over the internet, they finally agreed to ‘run diagnostics’.

4 days after keeping the phone, they told me that it’s in fact a motherboard issue but that it’s gonna take a couple of weeks for the part to arrive. Tentative ETA according to them is September 30th. I bought this phone on the 13th of August and I got to use it satisfactorily for 10 days so far.

Sending out faulty batches of phones by mistake is a common phenomenon in the tech industry. I had similar issues with my Samsung note 5 three years back. But the rplacement experience was so smooth that I didn’t even feel a pinch. But what I have experienced with Asus so far is abysmal. May be this is not the case in other countries but the experience is nothing but pain in India.

I m a frustrated consumer from India and I m looking for answers. Its 2 weeks since the service centre took my phone (after having kept it for another week on my previous visit). Am i going to see a fully functioning zenfone 6 anytime in the near future, after shelling out an equivalent of 500 USD on this abomination?

What is worse is that i see a few flipkart reviews where customers received motherboard replacements and still the phones are not devoid of issues. @Ashwath24. Can we do something about it together?
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Ashwath24 IND Level 1 | All posts
shivareddy456 posted on 2019/9/26 16:29
Hi,

My asus 6z mobile has a crack on camera glass. I have approached flipkart protection plan jeeve ...

Hello Shiva,

That's days to replace the glass. As per the Jeeves mobile protection plan you have a 10-day repair guarantee right?

Have you written to ASUS about it - https://www.asus.com/support/Pro ... ionform/?lang=en-in

Else you can also share your feedback with the CEO -
https://indiacsc.asus.com/CEO_FeedbackForm.aspx

You can also raise a complaint in the Consumer forum -
https://consumerhelpline.gov.in/user/signup.php

Do share what ASUS says. I would recommend you escalate it with Jeeves, if you haven't already.

Props
Ashwath24 IND Level 1 | All posts
lanka.vivek posted on 2019/9/27 12:38
I m facing similar issues.

I was super excited buying this phone considering its flagship processor ...

That sucks. I am still waiting to hear from them.

They confirmed with me that the motherboard is not working properly. I am still waiting to hear from them.

Certainly, we can do something together. so far I have done the following -

Written to Asus -
https://www.asus.com/support/Pro ... ionform/?lang=en-in

Written to the CEO -
https://indiacsc.asus.com/CEO_FeedbackForm.aspx

And file a complaint with the Indian Consumer Forum -
https://consumerhelpline.gov.in/user/signup.php

I am also talking to the Customer Care, but they outright ignore my calls. This morning the Asus repair center told me they are still waiting internally on the next steps, and now they are also ignoring my call.
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IND Level 1 | All posts
Yeah sure.. Thanks for the links. You are very meticulous in your documentation. I ll follow suit and see where it takes me. Please keep me updated regarding the developments on your phone. I ll keep you updated regarding mine as well. Thanks a lot!
Props
IND Level 1 | All posts
I have bought my Asus 6z 10 days ago and I am also facing the same issues with the device. I have also visited the service center 4 times but still, they are not able to fix the problem. So I have asked them for refund/replacement option, but they are ignoring my call and not providing attention to this
I m a frustrated consumer from India and I am still looking for the answers.
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IND Level 2 | All posts
Frequents freezes, bugs, glitches are considered normal in Asus devices. They are so f bad in software development.
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Ashwath24 IND Level 1 | All posts
lanka.vivek posted on 2019/9/27 20:40
Yeah sure.. Thanks for the links. You are very meticulous in your documentation. I ll follow suit an ...

My issue got resolved today. I hope your issue also get's resolved soon if it hasn't already.

Constantly following-up with the customer service, the following two links,
Written to Asus -
https://www.asus.com/support/Pro ... ionform/?lang=en-in

Written to the CEO -
https://indiacsc.asus.com/CEO_FeedbackForm.aspx

and reaching out to them via Twitter really helped (however you won't get a response on Twitter).
Props
Ashwath24 IND Level 1 | All posts
virajmalekar posted on 2019/10/2 09:41
I have bought my Asus 6z 10 days ago and I am also facing the same issues with the device. I have al ...

My issue got resolved today. I hope your issue also gets resolved soon if it hasn't already.

Constantly following up with the customer service over the phone, the following two links,

Written to Asus -
https://www.asus.com/support/Pro ... ionform/?lang=en-in

Written to the CEO -
https://indiacsc.asus.com/CEO_FeedbackForm.aspx

and reaching out to them via Twitter really helped (however you won't get a response on Twitter).
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