ASUS is facing criticism after a customer in Germany claimed the company refused to replace a €4,000 ROG Strix SCAR 18 gaming laptop that allegedly went missing during an official warranty return shipment.
The customer says the laptop was shipped using a prepaid DHL label provided by ASUS, but the package was reportedly damaged during transportation, and its contents disappeared before reaching the service center.
According to the complaint, DHL subsequently disposed of the damaged package, leaving the customer without the laptop or physical evidence that could establish what happened.
ASUS reportedly rejected the customer's request for a replacement or refund, citing insufficient packaging as the reason.
However, neither ASUS nor DHL has publicly provided a detailed explanation of the incident, and the customer's allegations have not been independently verified.
ASUS Customer Says DHL Disposed of the Damaged Package
The incident involves an ASUS ROG Strix SCAR 18 gaming laptop, identified by model number G835LX-SA099W, valued at approximately €4,000, or $4,480.
According to a Reddit complaint posted by the owner, the laptop was carefully packaged and shipped through DHL Germany using a prepaid return label issued directly by ASUS.
The device was being returned for warranty service.
On October 9, 2026, DHL's tracking information reportedly changed to indicate that the shipment had been damaged and disposed of because its contents were missing.
The customer believes someone may have opened the package and stolen the laptop during transportation.
However, there is currently no independent evidence establishing that theft occurred or explaining how the device disappeared.
The customer subsequently contacted ASUS to request assistance, but the company's service department reportedly declined to issue a replacement or refund.
ASUS Reportedly Blamed Insufficient Packaging Without Providing Evidence
According to the customer, ASUS based its decision on information supplied by DHL suggesting that the laptop had not been packaged adequately.
The owner disputes that explanation, arguing that DHL provided no photographs or detailed inspection report supporting the allegation.
The situation is complicated by the reported disposal of the original packaging, which could have helped establish whether the laptop was properly secured before shipment.
The customer also claims ASUS forwarded an internal document marked confidential that indicated the manufacturer had not participated in DHL's inspection and possessed no additional evidence.
These claims have not been independently confirmed.
Customer Questions Who Is Responsible for the Missing Laptop
The dispute also concerns responsibility for a warranty shipment arranged through a manufacturer's prepaid shipping label.
The customer argues that ASUS, as the party that arranged the shipment with DHL, should bear responsibility for resolving the loss.
However, the precise legal obligations depend on German consumer protection rules, shipping agreements, and the circumstances of the incident.
The customer's interpretation has not been established through a court or consumer protection proceeding.
The owner also reported difficulties contacting ASUS by email, with messages allegedly returning an address rejection error.
As of the latest complaint, the customer had not received a replacement laptop or refund.
The case raises questions about how manufacturers and shipping companies handle expensive electronics that disappear during warranty transportation, particularly when the packaging is discarded before the circumstances can be independently examined.
For now, the dispute remains unresolved, and further information from ASUS or DHL would be necessary to determine responsibility for the missing gaming laptop.
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