[Swapped handsets delivered to some] Asus Zenfone Max Pro M2 bootloop (device not booting OR stuck on logo) issue: Here's what company says

This story is being continuously updated…. New updates are being added at the bottom…..

Original story (from June 17) follows:

For smartphones, the monthly released software updates are pushed with an intent to keep up the device’s performance, security, enhance its functionality, fix up bugs here and there, or bring in new features. But occasionally, we come across cases where they end up messing the system instead.

One such occurrence has left many Asus ZenFone Max Pro M2 devices literally useless, as the phone just sits at the logo screen and refuses to boot up (see the image below). And who is to be blamed? Just a usual monthly patch (March update with version 16.2017.2002.073) that was pushed by the OEM.

What’s worse is, the update corrupted the devices during the COVID-19 lockdown phase, leaving users in no position to run to the nearest service centers to get their units back to life again. We first highlighted the concern a couple of months back, when all we had at hand was the user reports.

The surging number of reports finally caught Asus’ attention a few weeks later (from when it was first highlighted) and the support started to ask the affected to keep their cool, while they try and figure out where and what went wrong. Here’s what the complainants got to hear back then:

we understand the situation. Request your cooperation while we are working to get it resolved.

Then, in another week’s time, those who faced the issue started reporting the update basically fried the phone’s motherboard, for replacing which the company was asking them to shell around 130 USD. More like, pay for doing nothing but installing a buggy OTA that was pushed to keep the units going.

Users, of course, didn’t react very well to this demand and asked for free replacements instead. Some folks were even-handed the swapped units. But many are still struggling, exchanging a word with support, convincing them for an RMA instead of paying for something they had nothing to do with.

We’re not sure, what approach the company is following to address the situation as some reports claim they’ve been informed the device is out-of-warranty to be entertained for a free replacement. Meaning, paying for the motherboard replacement/repair is the only option.

Show me where it is written in ur policy that if any damage to device due to FOTA rolled out by company after warranty period is under user scope. Who is responsible for buggy FOTA? I want answer.
#recallmaxprom2

They mailed me too, took my phones serial number and now telling me that, its warranty is void, 12 months over. How could they can show us, this type of lame excuses.

But then again, there’s still hope as some out-of-warranty units affected with the boot loop problem did get swapped.

Yes, my Zenfone Max Pro M2 device plagued with the boot-loop issue and it got stuck with Asus logo after a recent FOTA update. My device was out of warranty but after several complaints Asus HQ approved and agreed for a swap handset against my defective handset.

FYI, we’re currently running a poll, to assess how widespread the problem behavior is as well as what has been the experience of those who are facing it. The results so far convey the affected phone holders aren’t really interested in paying for the motherboard replacement.

Like we’ve mentioned in our earlier coverages on the mater, we’ve been in touch with the Asus PR to get clarity on how the OEM is handling the matter. And recently, this is what we’ve been told:

rest assured we are working to make sure the users problems and queries are addressed

How they pan to go about it? Are they going to replace all the affected units (even the ones out-of-warranty) for free, or do they ask the users to pay a hefty sum? Well, that still remains unclear clear. But we’re hoping we’ll get a better picture in the coming days. And it goes without saying, we’ll keep you updated.

That’s all for now. Thanks for reading!

Going by user reports on ZenTalk, it appears the company is offering swap devices to more users now. Apart from this, the latest and slightly different information that has been shared by at least one of the affected users is that Asus is providing “one time repair service free of cost.”

Whether this is the company’s generic solution for all those affected or specific to a use-case, we’re not sure about that. So those of you affected can get in touch with Asus India and inquire if your case will be treated in a similar manner with a free one time service.

While most of the affected are still waiting for a swapped headset, we can see report from at least one of the users confirming they actually received the swapped unit. It appears the process may take time, but the issue is being addressed by the company.

Developing………

Asus has been giving out replacement devices for those users stuck with the bootloop issue. Head here for more details.

P.S. We’re tracking all developments related to the Android 10 release for the ZenFone Max Pro duo – Max Pro M1 and M2 – and continuously updating whatever we know here. We know you’ve been waiting for long.

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