Notes

Hi ,

Thanks for writing in.

We understand your concern about your order 'OD113827870317741000'.

We'd like to let you know that we tried to get in touch with you on '9595195195' to talk to you about your concern but could not reach you.

We're sorry to know that you're facing issues with your product 'Asus Zenfone Max Pro M1 (Blue, 32 GB)' and would like to let you know that the return request and technician visit for your product was cancelled.

Since the product was delivered to you on March 07, 2018, it has crossed the seller's 10 days replacement period. Due to this, the seller will not be able to help you out.

Here are a few troubleshooting steps you can try for your product to fix the issue you're facing:

Restart the device

- Smartphones are just like computers. They have Processes and Services running in the background and need a restart regularly (At least once a week). If these processes and services are running for a long time without a restart, they may cause issues.

- Restarting your device gives it a fresh start and is sometimes all you need to fix your issue.

- Press and hold the Power button on your smartphone to Restart the device (If the restart isn't available, turn Off and then turn On your smartphone).

- If you want to know how long the device has been running, follow the steps below:

- Open Settings
- Scroll down and tap About Phone (If you don't see this option, tap System and then proceed)
- Tap Status
- Scroll down and check Uptime (The time listed here is in hours. Anything above 168 hours needs to be restarted.)

Scroll down from the top to open the Notification Panel:

- Tap on Settings.
- Scroll Down to Backup & Reset in settings and tap on it.
- Select the Factory Data Reset.
- Now Tap on Reset Device to confirm.

Check if the device freezes/hangs only when using a particular app, or the device itself freezes.

If device freezes/hangs:

- Pull down the notification panel and tap settings
- Tap storage
- Check the storage percentage and enable Smart storage
- If the storage percentage shows more than 90%, tap Free Up Space and remove unwanted files.

If app issue:

- Open Play Store
- In the search box, look for the app you want. (In this example, its Flipkart)
- If an update is available, tap Update
- Once done, use the device and check if the issue is resolved.

- Pull down the notification panel and tap settings
- Tap Apps and notifications
- Now, tap See all apps and then choose the app which has the issue (In this example, it's Flipkart)
- Choose storage
- Tap Clear data and tap OK to confirm
- Go back and tap Force Close and then OK to confirm

- Press and hold the power button
- Tap and hold the Power off option
- On the confirmation pop-up, tap OK
- The phone should now reboot into safe mode. This can be confirmed by the safe mode icon at the bottom left corner.
- Now, please check if the device has the same issue
- Eg: If a particular app wasn't working correctly, open the app to check functionality.
- Just reboot normally to exit safe mode.

- Swipe up to open the App drawer
- Tap and hold the app you want to uninstall (In this example, it's Flipkart)
- While continuing to hold the app icon, drag it to the Uninstall option at the top of the screen
- Tap OK to confirm the uninstallation
- Once done, you will see a confirmation

- Pull down the notification panel and tap settings
- Scroll down and tap System
- Tap System update and then tap Check for update
- If an update is available, tap download and install

- If an update is not available, the device will show you that the current software is up-to-date

- Pull down the notification panel and tap settings
- Scroll down and choose System
- Tap Reset options
- Tap Reset app preferences and then tap Reset Apps to confirm

- Pull down the notification panel and tap settings
- Scroll down and choose System
- Tap Erase all data (factory reset)
- Tap Reset Phone
- Tap Erase Everything to initiate the factory reset.

If you still face issue, your product is covered under the manufacturer's warranty, you can get in touch with the brand authorised service centre and they'll be able to help you out with any product related support you may need.

The invoice for this product has been attached along with this email. This can be used to avail services at the brand's within the warranty period.

Please use the below details to contact the brand support:

Link: https://www.asus.com/in/support/Service-Center/India

Helpline Number: 18002090365

In the unlikely event of the brand's authorised service centre not being able to help you, please let us know and we'll definitely assist you.

Hope this helps.