ASUS reportedly refuses to replace $4,480 ROG Strix SCAR 18 lost in shipment

A customer in Germany claims ASUS refused to replace or refund a ROG Strix SCAR 18 gaming laptop, model G835LX-SA099W, valued at approximately €4,000 or $4,480. The device was being sent for warranty service using a prepaid DHL label provided by ASUS. Reports say DHL tracking indicated the shipment was damaged and disposed of on October 9.

Image: Digital Citizen

The customer claims ASUS rejected the request for a replacement or refund because the laptop was not packaged adequately. The customer disputes this, stating that DHL disposed of the package and provided no photos or inspection reports to support the claim. The customer also alleges that ASUS sent a confidential document indicating the company did not participate in the DHL inspection and had no additional evidence regarding the incident. The customer reported that messages sent to ASUS via email allegedly returned address rejection errors. These allegations have not been independently verified.