ASUS Customer Claims €4,000 ROG Strix SCAR 18 Was Lost During Warranty Shipping, Replacement Denied
A frustrated ASUS customer in Germany claims his high-end ROG Strix SCAR 18 gaming laptop, valued at around €4,000, vanished while being shipped for an official warranty repair. The owner says ASUS has refused to replace or refund the device, instead pointing to an alleged packaging issue even though the shipping carrier reportedly disposed of the only physical evidence.
The case was shared on Reddit by user “u/No-Goat2559,” who says the laptop in question was an ASUS ROG Strix SCAR 18, model G835LX-SA099W. According to the customer, the device was sent to ASUS using a prepaid DHL Germany return label provided by ASUS for warranty service.
The owner insists the gaming laptop was securely packed with proper padding before being handed over for shipment. However, the situation allegedly took a dramatic turn when DHL’s tracking status updated on October 9, 2026, stating that the damaged shipment had been disposed of because the contents were missing.
The customer believes the package may have been opened during transit and that the laptop was stolen before the empty or damaged parcel was discarded. Instead of the package being returned to the sender or delivered to ASUS for inspection, DHL allegedly destroyed it, leaving the customer without the laptop and without the packaging that could have helped prove what happened.
After opening a service case, the customer says ASUS investigated through its service back office but rejected a replacement or refund. The reported reason was a short response from DHL stating that the packaging had been insufficient.
The customer disputes that conclusion, arguing that there are no photos of the package, no inspection report, and no remaining parcel to examine. Since DHL allegedly disposed of the packaging, the owner claims there is no evidence to support the claim that poor packaging caused the loss.
The customer also says ASUS forwarded an internal document marked confidential, which allegedly indicates that ASUS was not directly involved in the inspection and does not have additional proof of its own.
A major part of the complaint focuses on German and EU consumer law. The customer argues that because ASUS provided and paid for the DHL return label, ASUS should be considered DHL’s contract partner for the warranty shipment. In that case, the customer believes ASUS should carry the transit risk and should honor the warranty claim.
The owner also argues that blaming the customer’s packaging after the carrier allegedly destroyed the evidence creates a serious problem, since the missing packaging could have been crucial in determining responsibility.
Communication has reportedly made the situation even more frustrating. The customer claims attempts to contact ASUS by email have repeatedly failed due to a “550 address rejected” error. With no clear path forward, the user turned to Reddit in hopes of drawing attention to the case and pushing for a resolution.
At nearly $4,500, the ROG Strix SCAR 18 is not a small purchase. It is one of ASUS’ premium gaming laptops, aimed at enthusiasts who expect top-tier performance and strong after-sales support. For a device in this price range, a warranty return turning into a total loss is understandably alarming for any customer.
It is important to note that the claims currently come from the customer’s account, and neither ASUS nor DHL has publicly presented its side of the story. Shipping liability, warranty responsibility, and carrier contract rules can be complex, especially when a device is lost or allegedly stolen in transit.
Still, the situation raises important questions for anyone sending expensive electronics for repair: who is responsible when a prepaid warranty shipment disappears, and what happens when the carrier discards the evidence before the issue is resolved?
For now, the customer is hoping ASUS will reconsider the case and provide a replacement unit or another fair solution. Given the value of the missing ROG Strix SCAR 18, many gaming laptop owners will likely be watching closely to see how this dispute unfolds.
