did ASUS you appoint you their lawyer? you assume too much. the missing rubber stopper does not make the screen flex, the laptop body is very hard . and it fell off due to cheap glue being used from Asus part as well . and the screen failure was there from day one but i needed the laptop for work and could not send it for repair before 3 months. and they used the rubber as an excuse full stop.
Trust me, in a backpack or carry-on, that screen will flex without the rubber stopper. You should have reported the faulty screen ASAP not 3 months later. You could have taken pictures as proof, sent them, then tell them that you have to continue to use the laptop for work even with the faulty screen until a replacement arrives. Like I said, you waited too long to report it so variables other than manufacturer defect come into the equation and, although their decision is not in the best interest of consumer satisfaction, I can understand their position. It’s like ordering a steak at a restaurant and eating the entire thing before complaining and asking for a replacement. From Asus’s standpoint it’s, “why did you use it for 3 months before telling us about it” it’s kind of suspicious from a company that doesn’t know your reputation or circumstances.
I understand why you felt slighted by Asus but honestly this situation is a grey area that possibly could be handled in the same manner by other laptop companies for all we know. When you remarked that their customer service is terrible, I thought it would be a cut and dry “Asus doesn’t care about their customers” moment, but instead it’s one where actuarial practices dictates suspicion on whether it is manufacturer liability or consumer error. Personally, I wish that Asus had ignored the suspicion and replaced the laptop in good faith, but insurance and warranties are ruled by actuaries.
However, regardless, you do bring up a good point about Asus using cheap glue, perhaps if enough consumers effected by the same problem group together, a class action lawsuit could change Asus’s mind about utilizing weak cost-cutting solutions like gluing rubber pads onto laptops instead of robust physical fastening methods.
PS: Regardless of my outside analysis of your situation, I do wish you the best and hope replacing it out of pocket was not prohibitive or a financial burden. Just curious, did you end up getting the laptop replaced with another brand’s? If so, which brand? is it better built? Your answer will certainly sway my decision on my next laptop.
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