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Asus Computer International Asus AsusTek Defective Memory Socket Makes Laptop Unusable in Under 23 Months Fremont CA
SUMMARY
On November 3, 2016, I order an ASUS ZenBook Pro UX501VW-US71 15.6-Inch 4K Touchscreen Laptop from Amazon. It arrived a few days later. The cost of this Laptop was $1,499.00. I added memory to this Laptop and used it for work for 23 months.
Beginning 23 months after purchasing this Laptop, it began to manifest an issue where it would not recognize the Memory that was plugged into the socket provided within the Laptop for this purpose. Restarting the Laptop would allow the memory in the socket to be recognized. This intermittent failure continued for a few weeks, then the Laptop permanently refused to recognize the memory.
The memory was removed and tested in another Laptop of the same make and model. The memory proved to be good. The original memory that was removed to make way for the upgraded memory was plugged back into the Laptop’s socket, but the Laptop wouldn’t recognize it. I tested the original memory by plugging it into the same make and model Laptop, and the memory proved to be good.
Additional troubleshooting was performed on the Laptop. The conclusion that I arrived at was that the socket within the Laptop, there for the purpose of adding additional memory to the Laptop’s motherboard, was no longer functioning.
Without the use of the Laptop’s memory socket, the Laptop was only capable of using one-third of the memory that the Laptop was advertised to be able to support, rendering the Laptop no longer fit for the purpose for which it was purchased. The Asus warranty is 12 months and is a “manufacturer” or “express warranty”.
DETAILS
Conversations with Andrea M from Asus CEO Feedback began on 1/17/2019 and continued 1/22/2019. Asus’s stand at this time was that my Laptop’s warranty had expired, and the best that they could do was to offer a 20% discount on repairs. Without knowing how expensive it might be to have the defect repaired, I politely declined.
After not hearing anything further from Asus regarding the defective memory socket in my Laptop, out of frustration, I launched a website describing my experience with the defect in my Asus Laptop to warn others and collect feedback. The website, myzenbooknightmare.com is still accessible.
Between May 1, 2019, and May 14, 2019, I have had several emails from Asus CEO’s Office. Asus continues to deny any responsibility for the defective memory socket in my Laptop. The best that Asus has been able to do is to blame me for the defect and offer a 30% discount to have it repaired. Without knowing how expensive it might be to have the defect repaired, I politely declined.
RELIEF BEEING SAUGHT
I offered Asus two options for addressing the defect in my Laptop;
Asus has so far declined.
ISSUES TO BE CONSIDERED
Asus’s Warranty: ASUS warrants the Product to be free from defects in workmanship and materials for the Warranty. As indicated by a stamp on the bottom of my Asus Zenbook Pro Laptop, the warranty is 12 months. This warranty is given independently of any statutory warranty that may apply in the country of purchase and does not affect or limit such statutory warranty in any manner whatsoever.
For clarification, this is commonly known as a “manufacturer” or “express” warranty.
I will not dispute Asus’s warranty. In relationship to the defect I am experiencing, Asus is basically saying that they can’t guarantee that the memory socket was correctly soldered to the motherboard of my Laptop, or that it was tested prior to shipping the product from the factory. But if the socket should fail within 12 months Asus will provide a remedy.
IMPLIED WARRANTIES & THE UNIFORM COMMERCIAL CODE
According to Asus’s warranty, one might conclude that I am not owed any consideration for the defect in my Asus Laptop, as the fault was discovered 11 months past warranty expiration. All issues of sub-standard workmanship, incomplete product testing, and lapses in quality certification are neatly shielded for 12 months post purchase. But in the USA, we do have this Implied Warranty test to consider.
Basically, an “Implied Warranty” guarantees that consumer products are free of substantial defects and will function properly for a reasonable period of time. What’s “reasonable” depends on the type of product and the amount you paid. States typically limit implied warranties to four years.
This complaint is not about me asking the Better Business Bureau of Fremont California to render a legal decision. That is not your job! I am just trying to frame my complaint in reference to some measurable standard. I am asking that my complaint be considered by “what is right” & “what is fair”.
The “substantial defect” here is the memory or “SODIMM” socket. The purpose of this socket is to allow for the expansion of the Laptop’s memory. A memory module was inserted into this socket after receiving the Laptop. This memory functioned in this socket for 23 months. The socket then failed, causing the memory installed not be recognized by the Laptop. This rendered the Laptop unusable for the purpose for which it was purchased. This is a “substantial defect” in that there is no easy workaround to realize a repair.
The “reasonable period of time” is where I make my argument. I purchased a Laptop/Notebook computer and paid $1,500.00 for it. There is documentation in the business and IT community that supports an expectation of a 2 - 5-year lifespan for Laptop/Notebook computers, with most IT departments replacing their Laptop/Notebook computers every 3 years. My expectation was that I was spending $1,500.00 on a Laptop/Notebook that would last for a reasonable period of time. The defect which rendered my Laptop useless occurred just shy of 24 months. This is an early failure by all standards.
REASONABLE REMEDY
All things considered, I do not feel that I, the consumer, should bear the brunt of the cost of remediating the defect in the Asus Zenbook Pro that I purchased. While Asus’s warranty shields them from defects in workmanship and materials, I believe that I have a reasonable and justifiable expectation regarding the “reasonable period of time” during which my Asus product should have remained useable for the purpose for which it was purchased.
Asus, to this date, has not put forth an equitable offer to remediate the defect in my Asus Zenbook Pro. I have been without a usable Laptop since bringing this to their attention almost five months ago. I have had to spend money to lease a replacement Laptop, and my job has been greatly affected by the defect in their product.
3 Updates & Rebuttals
Flint
Rolla,Afghanistan
Warranty
#4General Comment
Tue, May 30, 2023
How do you even know it was Asus's fault that your motherboard failed? It could have been due to you damaging the socket when inserting the memory module, or perhaps you damaged the circuits with static electricity. You are not a professional technician with an ESD-safe workstation, so how can you prove that you didn't damage the machine? It seems like an unlikely coincidence that it failed in the same memory socket where you installed the upgraded module.
Robert
Downingtown,Pennsylvania,
United States
The Customer is Always Right; Most of the Time
#4Author of original report
Wed, June 05, 2019
Wow! You sound so angry! So, I am guessing that you must hear enough warranty complaints to expertly categorize this one as “typical”. Which means that Asus must have a lot of products that are failing much earlier than consumers are expecting, and that you are handling an expert level of complaints. So, at the root, the early failures are what is typical.
Regarding the BBB; I am getting everything that I want from them. I have a public record of my complaint and review. It will be online and available to the public for several years.
About expected laptop lifespans; 2 to 5 years is a generous and accurate range and is dependent on other factors that include how long the hardware will remain relevant for modern tasks. The cost of the Laptop/Notebook is also a relevant factor in the argument regarding longevity. For example;
Less than $700: 2-4 years
$700-$1,000: 3-5 years
$1,000 or more: 4-7 years
I’ve already stated in several publications that I have no argument regarding the Asus 1 Year “Express” warranty. I’m thinking that Asus had to attach some kind of value to its workmanship and materials. Asus obviously didn’t feel that their workmanship and materials could stand the test of a multi-year commitment.
My complaint is over “Implied” warranty. If you don’t know what that is than at least Google it.
In short; I paid a substantial amount for a Laptop/Notebook computer and expected to receive a product that was suitable for tasks that are “typical” for Laptop/Notebook computers, and that while engaged in these “tasks”, expected a certain reasonable term of usage.
When my complaint reached the CEO’s office, the representative could have forwarded the details to their own technical staff and asked their technical staff to render an estimate. Asus didn’t do any of that, choosing instead to offer a percentage discount on an unknown. Asus had several opportunities to get this right and failed.
If you work for Asus, then please try being more productive and less angry.
Robert
Irvine,California,
United States
Typical
#4Consumer Comment
Wed, June 05, 2019
Oh yes the typical "I know the warranty expired but here are 101 reasons why that doesn't apply to me and they need to make an exception".
By your own post, you say that the expected lifespan is 2-5 years, and again by your own post your laptop had issues after 23 months.
So here is a question...say that your laptop started to experience these issues 2 months later(or 1 month past 2 years). Would you then magically "accept" the issue. Don't worry I will answer that for you...of course you won't. Say it happened at 37 months..would you accept it...of course not. What about 61 months...again of course not and your reasoning would be the same every time.."Well it's only 1 month past Date X and they should cover it still".
They offered you a 20% discount for an issue that is 11 months outside of their warranty, and 1 month shy of the minimum expected lifespan you are claiming. To many people that would be reasonable, to many expecting a repair at no cost in this situation would be considered unreasonable. If they did cover it..GREAT, but not a Ripoff if they don't.
Have you even gotten an estimate of the repair cost? Is it more or less than the time and money you have spent to "lease" another laptop for apparently 5 months?
The one thing you got right is that it is not the job of the BBB to render a legal decision. While they may assist some people in some cases, they have ZERO legal or governmental power. It is their job to work for the business...because it is the business that pays them to be a member. If you think they are really their to help you...look up things such as "BBB Pay for Play" and see how much help you can expect.