German client sues ASUS after his ROG Strix SCAR 18 laptop disappeared during a warranty return process. Demonstrates the hazards of dealing with carrier logistics when it comes to high-value device repairs. We monitor these warranty failures as they directly effect buyer trust in manufacturer support systems.
Customer sues after DHL discards empty box and ASUS denies warranty claim
ASUS ROG Strix SCAR 18 laptop (G835LX-SA099W) went to ASUS Germany for repairs. The client used the prepaid DHL Germany shipping label that ASUS provided. This model retails for around 4000€ making it a substantial loss for the client.
According to DHL tracking, the package was disposed on October 9, 2026 due to "missing contents". This was done by DHL without any kind of notification to sender / recipient. Replacement request denied by ASUS due to insufficient packaging as only argument presented (DHL automated response).
The client asserts that ASUS is responsible for the risk during transit as they are the contractual partner with DHL as per German / EU law. DHL basically destroyed the evidence by disposing the box without resolving the issue. ASUS appears to have disabled email contact with client by returning 550 address rejected.
Previously we reported on ASUS ROG Strix SCAR 18 PCH thermal issues leading to USB crashes. Required thermal putty solution. This is a different failure mode; logistic/warranty policy issue not hardware-related. Client still does not have his device – warranty claim denied.
Four thousand euros vanishing while a courier disposes of an empty box is a nightmare. This highlights exactly why high value returns need insured signature delivery.
dhl just trashed it and blamed the box. classic move to avoid paying out on a 4k item. 😂
Does the EU consumer law in Germany strictly place the risk of loss on the vendor until the device is physically received at their facility, or does handing it to DHL transfer that risk?
Under EU distance selling regulations the risk typically remains with the seller until the goods are delivered to the consumer. Since this was an RMA initiated by ASUS, they controlled the logistics contract and should bear the transit risk.
The insufficient packaging claim is a standard automated shield. If the box was empty, the seal was likely compromised before DHL arrived or during a transfer. Blaming the sender without proof is lazy support.
I would never send a 4k laptop through an automated carrier drop off. Use a tracked premium service with insurance and keep the receipt. ASUS should still replace it though.
This is why I keep my workstations on desks. Cloud backups are nice but hardware theft during warranty is a unique flavor of hell.
Customer service is effectively blocking them now. That 550 error is a red flag. They are hoping the user gives up on the legal fight to save time.