Reply To: ASUS ZenWiFi BQ16 BE25000 Whole Home Quad-Band Mesh WiFi 7 System I took the plunge and bought the 2 pack BQ16 and put the 3 pack BT10 on sale for £650. Been using them for the past 2 days. It came…

[radiomyke]

I also feel I’ve been fobbed off regarding the 3 year warranty. Asus replied to my enquiry telling me:

‘Amazon has downgraded the warranty for this serial number, now having a 0 month warranty period with the manufacturer. This decision is due to them agreeing to handle any warranty inquiries directly, not through the manufacturer. Should any potential problems arise throughout the warranty period, you will nave (sic) to contact Amazon who will handle all returns and replacements.’

I wasn’t happy with this response so then got in touch with Amazon. After much faffing around, I was told that they would indeed handle any warranty issues, but only for a 2 year period. I pushed for 3 years as per the info on the box and the VIP member warranty card, but they wouldn’t go beyond 2 years, so I went back to Asus to ask them about the missing 3rd year. Here’s the reply I got today:

‘This product has a 36 month warranty, which will be handled by Amazon throughout its entire duration.

In the event that your retailer will not be able to honor your request, could you please provide us with a proof of purchase (VAT invoice) so we can escalate your request, if proven necessary?’

Not quite sure I understand if this means I should only get in touch with Asus in the event of a year 3 warranty claim that Amazon refuse to handle, or if I should send them a proof of purchase now.

I’m baffled why Amazon should downgrade the warranty because of the product serial number and why Asus would do so.

I know that Asus products are reliable based on past experience but as it’s supposed to have a 3yr warranty that’s what Asus should honour. My real concern is that if 2 customers have tried and failed to get this acknowledged on the Asus warranty registration page, how difficult will it be should either of us need to pursue a claim in the future?

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