AO.Com Claiming They Need the Manufacturer to Assess/Diagnose the Fault Before Initiating a Return

There_Goes_The_Stingray

In short, I purchased a £950 ASUS laptop from AO.com approximately 40 days ago. About six days ago, it displayed the dreaded blue screen of death. After attempting to restart, the laptop continually indicated it was trying to automatically repair the problem but never succeeded. Essentially, it will not boot up and remains stuck on a blue Windows 11 repair screen.

I have tried all available options, including a full factory reset and starting in safe mode, but nothing has worked. I consider myself fairly tech-savvy and can usually resolve 99% of issues myself. After researching extensively and watching numerous YouTube tutorials, I am confident that the SSD has failed.

On the same day the issue began, I contacted AO. They advised me to get in touch with ASUS, which seemed reasonable at first, as some faults are easily addressed. However, after waiting five days, ASUS finally responded with nothing more than a basic troubleshooting link, which was completely ineffective.

Today, I informed AO of these developments, but they replied with the following:
"Thank you for getting back in touch with this update. As this is a repair warranty, we would need ASUS to assist by diagnosing the fault and advising us on whether a return can be processed. To help us assist you further, could you please call us back to provide details of your interactions with ASUS so far? We can then escalate the matter to their dedicated team to reach a resolution for you."

I responded by reminding AO that, as the retailer who sold me the laptop, it is their responsibility to resolve the issue, not the manufacturer. I even offered to provide a video clearly demonstrating that the laptop is no longer functioning.

Their latest response expressed eagerness to resolve the issue but insisted that no action could be taken until ASUS diagnosed a fault.

I find myself reluctant to go back and forth between AO.com and ASUS, especially given that it took five days for ASUS to provide just one generic and unhelpful response.

Any advice on what I should do?

SaverRate

In all honesty put a bad review on their trustpilot. 

I had to do this to get them to resolve an issue with an appliance. A dedicated team contacted me and offered to replace the appliance due to the manufacturer not being able to get an engineer out in a timely manner despite previously being told they couldn't do anything until the manufacturer's engineer comes out. 

the_lunatic_is_in_my_head

Hello OP

Have a look on the CEO email website and use the contact email there to get passed computer says no.

If you used AO finance see here: 

https://ao.com/help-and-advice/my-ao/contact-us

under "How can I make a complaint?" for their complaints email relating to such orders.

If you paid on a credit card you should have cover via the bank under Section 75.

AO can repair if it's been more than 30 days but goods are taken to have whatever issue unless demonstrated otherwise and that is for AO to do on their account rather than you having to chase the manufacturer. 

EnPointe

the_lunatic_is_in_my_head said:

Hello OP

Have a look on the CEO email website and use the contact email there to get passed computer says no.

If you used AO finance see here: 

https://ao.com/help-and-advice/my-ao/contact-us

under "How can I make a complaint?" for their complaints email relating to such orders.

If you paid on a credit card you should have cover via the bank under Section 75.

AO can repair if it's been more than 30 days but goods are taken to have whatever issue unless demonstrated otherwise and that is for AO to do on their account rather than you having to chase the manufacturer. 

AO's response would suggest they do not have their 'own' diagnostic / repair facilities   ( unlike Currys  and some of the mobile networks  at  one end of the scale and 'local' / specialist  computing  dealers at the other end of the  scale )  hence their suggestion / request you contact ASUS   who are either going to assess using their  repairer network or just  fold and issue an RMA   - the financial hit there being Asus not AO ... 

ever wonder why AO claims to be so good on price ...