ASUS 2022 ROG Zephyrus 14″ FHD 144Hz Gaming Laptop, AMD Ryzen 7-5800HS Processor, 16GB RAM, 1TB PCIe SSD, Backlit Keyboard, NVIDIA GeForce RTX 3060 Graphics, Windows 11, White,…

***UPDATE: See Below

I have long been a fan of ASUS products. And, in general, this is a strong computer. It’s powerful. I like it. But here is what happened, and how ASUS responded to my issue with a $1,400 laptop:

Three months after purchase, the keyboard simply quit working. The computer will work with a USB keyboard, but the built in keyboard will not work after 3 months.

It gets worse. I called ASUS customer service. The first person I spoke with was not very competent. It must have been his first day, or at least his first week. He did have me try several procedures in an attempt to fix the problem under the assumption that it might be a software problem. Of course, these did not work. It’s a hardware failure.

The emails he sent me that were supposed guide me through the warranty process were incorrect. I had to call back the next day. On the second call I actually did speak with someone very competent. He did point me in the right direction, but there is another problem. I purchased the laptop on May 9, 2023, and ASUS is claiming that it was purchased back in November, 2022. I sent them a copy of my Amazon invoice, but they refused to accept it because the seller is a 3rd party, and NOT an authorized ASUS dealer.

I am going to take the laptop to a local computer repair shop with which I am familiar, and which is extremely competent and very reasonable. It will cost me, but it will be done right. And I will never again spend another penny with ASUS.

Yes, it appears as though the warranty is still good through November of this year, but it should be good through May of NEXT year. I know when I bought it. Amazon knows when I bought it. And now YOU know when I bought it.

***UPDATE 19 AUG 2023

So, the very honest and reputable local guys I took the laptop to did their evaluation and told me that the laptop had issues beyond the keyboard. They advised me to return it to ASUS under warranty because they knew that I’d not be pleased with the cost of them fixing it due to the cost of the necessary parts.

I DID return it to ASUS. I was afraid that ASUS would charge me for the repair, given that a 3rd Party (Snowbell) had upgraded the RAM. Not so. ASUS never called me. The simply replaced BOTH the KEYBOARD and the MOTHERBOARD and returned the laptop to me in less than 10 days from the date when I shipped it.

So, kudos to ASUS for standing behind their warranty, even if they have cut 6 months off my warranty period, and even if their customer support representatives were somewhat lacking. At the end of the day, ASUS did repair my laptop at no charge.

I am left having to suspect at least the POSSIBILITY that some of the internals of the computer might have been accidentally damaged when the RAM was upgraded. I am not SURE of this, but the possibility exists. At the very least, my warranty period was reduced because I bought from a seller that is not, according to ASUS, an authorized ASUS dealer. If I am mistaken, then I apologize in advance.

This came as advertised. I loved the fact they updated it to 40 gig ram and 4 terabyte hard drive.