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ASUS Accused of Denying Warranty Over Stolen $4,500 Laptop
1 Nov
Summary
- A customer's $4,500 ROG Strix SCAR 18 vanished during warranty repair shipping.
- ASUS Germany allegedly blames insufficient packaging, but DHL destroyed evidence.
- Customer asserts German/EU law mandates ASUS covers transit risk for warranty.
A customer has accused ASUS Germany of refusing to honor the warranty for his €4,000 ($4,500) ROG Strix SCAR 18 gaming laptop, which disappeared while being shipped for repair. The customer sent the device using a DHL Germany return label provided by ASUS.
On October 9, 2026, DHL's tracking indicated the shipment was damaged and disposed of because its contents were missing. The owner believes the laptop was stolen in transit and DHL discarded the empty packaging. ASUS's service back office reportedly rejected a replacement or refund, citing insufficient packaging, despite DHL destroying the evidence.
The customer contends that German and EU laws place the transit risk on ASUS, as they arranged and paid for the shipping. He argues that DHL's disposal of the box constitutes spoliation of evidence. Efforts to communicate with ASUS via email have been unsuccessful, leading the customer to seek resolution through public channels like Reddit. He hopes ASUS will honor the warranty and provide a replacement unit.
