I bought an ASUS ROG phone classic on January 2, 2021. While at the store, the staff asked me to check the device for scratches or dents. Because it's a brand new phone, I just glanced at the screen and back of the phone for any lines that might resemble a crack or scratch and saw none. I then checked the sides for any dents, also clear. So we made the purchase. Before leaving the store, I told them to put the device back in the box for the meantime because I don't want to put it in my pocket.We arrived home in the evening. Started unboxing the phone and downloaded some updates before going to bed. The next day, I continued setting up my phone and apps. Most of the time, I just put the phone on my laptop table while it was downloading stuff because it was taking a while.After dinner, I went back to downloading apps and setting up my phone. My partner, who was very keen to details, saw a dot on the screen which looked like a lint or dirt. So he told me to wipe it off with a cloth. However, it won't come off so we began to wonder if it's a dead pixel or something under or on the screen. We didn't feel anything if we wipe it with a cloth or use our thumb, but after using a cotton bud, that's when we felt that it was quite rough.I was shocked and started to feel upset! Of course, something is on the screen that won't come off so the following day, January 4, we went back to the store to complain. To my disbelief, they said it was a dent! A dent!? How could it possibly had a dent!? And on a glass screen!? I haven't even brought the phone out from the bedroom, or put it in my pocket because the whole day, I was busy downloading and updating stuff so I was either holding the phone or putting it down on the laptop table while waiting for the updates or downloads to finish! And I have ALWAYS been very careful while holding the phone!To add to my horror and anger, the store won't replace the device! They said it had a 7-day replacement policy, but only for manufacture defects like internal issues. They insisted that "cosmetic issues" can't be replaced. I told them how could I possibly see a small dot on the screen right away? It's not even visible when the screen is on. And at first glance, you'd think it's just a dirt or a lint. How would I be able to tell it was a dent? Did they expect me to wipe off every lint or dirt on the phone as I go through the inspection at the store? Or use my finger nail to scratch a dirt on the phone to check if it's a dent, just like what the store personnel did when I showed them the issue!? Since it's new and boxed, I expected the phone to be in excellent condition so naturally, my attention wouldn't dwell on very small details!I told them that I was feeling too "excited" and impressed with the phone as they were getting it out of the box, so the tendency of me noticing a small dot like that right away would be next to like, never. I told them that while the dot or dent is somehow visible with the phone turned off and under a well lit area (now that I'm aware of it), it isn't very noticeable if the screen is on. They did agree on this, but they kept insisting it can't be replaced because it's a cosmetic issue. When I reached out to Asus customer service, they told me the same thing!I felt like I got scammed! I bought a premium phone and my very first Asus device that turned out to be my biggest disappointment! And to think I have even tried to return the phone in less than 48 hours!So for all those who plans on buying an Asus device, think twice! You think you got yourself a quality item, but after sales and customer service is not just really bad. It's the worst! So, once I get rid of this crappy phone, no more Asus for me and will tell everyone who will ask for my recommendation not to buy anything from this brand!
