I bought an Asus ROG Zephirus G14 while on a business trip in the US, and unfortunately it has stopped working (no matter how long it’s left on charge or if plugged in to power, it won’t turn on anymore).
I had done my research on warranty status before buying, and Asus itself states that their warranty is valid internationally (at least, both the US and Japan are covered) – proof [here](https://www.asus.com/support/images/upload/file/20200821181904885_STR1943_NB_International%20warranty%20country%20cover%20list_0811_English.pdf)
I requested repairs using the [online form for Japan](https://as-rma.asus.com/jp) only to be called back and be told they won’t repair the notebook *at all* because it was not purchased in the country. Not even an offer to repair for a fee – just a flat no.
Has anyone had to deal with something similar? What did you do?
9 comments
Contact Asus Support in US and see if they can offer you a solution. Maybe the guys at Asus Japan are not aware that notebooks purchased in US are covered by warranty in Japan.
There is no reason for Asus Japan to refuse your warranty. Asus clearly says notebooks are covered by international warranty in several countries, including Japan.
Maybe the specific version of the laptop you bought does not in fact fall under their products covered under international warranty?
From my time in retail customer service in Germany I seem to recall Asus being quite particular and petty when it came to their warranty.
Is the product you have covered in said international warranty? It seems like not all of their products are.
I had a similar issue with Lenovo a few years back – it took 4 months for them to replace my laptop (broke within a year, had purchased an international warranty with with it). It can be a pain in the but to get done.
I’ve had a similar issue with my own laptops, though – simple fix was physically removing the battery, plugging it in and turning it on, turning it off and reinstalling the battery (I’ve had this issue with two laptops of mine). Something about a build up of static (no idea if what I’m saying makes sense, but worked for me). Try troubleshooting by searching up you model and problem online – may or may not be the same as mine was. Loads of YouTube videos show you how to fix these kinds of things, too.
* Try the [call centre](https://www.asus.com/jp/support/CallUs)
* Visit the [Asakusa Store](https://jp.store.asus.com/store/asusjp/html/pbPage.support_service/)
* Ask /r/ASUS.
1. Check that your specific notebook is covered by their international warranty. For most companies (except perhaps Apple…) only a portion of their notebooks have international warranties. Generally the more expensive ones, especially ones that are likely to be used by business travelers.
2. Many international warranties have fine print that states they are only for use when traveling. If you buy in one country while living in another (or later make such a move), coverage is not provided. Essentially the warranty in this case is intended for business traveler coverage. I have no idea if Asus’ warranty is like this or not.
3. Once you’ve covered #1 and #2, reach out to Asus USA or Asus Global publicly on Twitter and ask why Asus Japan doesn’t honor the international warranty.
Yeah this is quite common in Japan, happened with my Sony phone also. Would not honor their warranty nor would they let me pay to repair it.
Basically if you didn’t buy it from a large retailer in Japan then good luck, if it breaks you are on your own.
I will never buy asus. I’ve purchased a very expensive laptop from them and it was DOA. They kept claiming that it was fine despite the salesperson at the store I bought it from even noted that the thing was broken right out of the box. Still did fuck all. Had to sell it as junk to get some of my money back of MONTHS of sending it back to them and they kept saying “no problems”
>I had done my research on warranty status before buying, and Asus itself states that their warranty is valid internationally (at least, both the US and Japan are covered) – proof here
Reading this if seems to me that the international warranty is regionally recognized. Your laptop warranty is good in the US and Canada. You would need to have purchased it in the Asia region to qualify for warranty support in Japan.
That being said you should go through Asus USA instead of Asus Japan. If Asus USA is pushing Asus Japan do repair the laptop it’ll probably get repaired.