ASUS Computer International

Initial Business Response / [redacted] (1000, 5, 2015/12/30) */ Dear Customer, I apologize for any inconvenience or frustration this may have causedI am looking into this matter for you to see if I am able to get the one year of Kaspersky provided to youI have contacted the correct department at this point to see how we can handle this situationAs soon as I receive an update from them, I will be emailing you directly to your personal email to update you [redacted] S ASUS Corporate Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) its download this, invalid file, contact this company, unzip this after you download this, invalid again, when they can provide a hard copy cd or a digital download with valid link then I would accept, they are making it impossible Final Business Response / [redacted] (4000, 9, 2016/01/11) */ Dear Customer, I had sent you an email explaining how to obtain this and the steps to be taken that I was informed by our HQ and Engineers for you to doHere is the same information below in case you did not receive that informationIf you have and are still having issues, them please let me knowPreviously sent email: "I have heard back from them on what to do about this matterHere is there response below: "Apparently, the motherboard bundled version calculates its license period by a set date instead of the date of software installationTo resolve this issue, please download a new Kaspersky Anti-Virus Key available on ASUS support websiteThis new key will change license calculation algorithm, and extend your license period to one year from the date of software installation Below is the link for downloading the new Key: http://dlsvr01.asus.com/pub/ASUS/mb/socket775/Stricker%20Extreme/07BC-XXXXXX-XXX...⇄ Note 1: As this is an upgrade package, you will need the original version on your support CD pre-installed onto your system prior executing this upgrade Note 2: Please check your Kaspersky version before you install it Note 3: For detailed installation procedures please refer to the following http://www.kaspersky.com/support/kis6mp1/key?qid=XXXXXXXXX" To add, The installation file of Kaspersky should be on the disk that came with the motherboardPlease let me know if you have any other questions or concerns." [redacted] S ASUS Corporate Customer Care

Dear Customer, I completely understand where you are coming from and your frustration regarding this as wellHowever, as we have previously discussed via email, my superiors have very clearly informed me that we cannot do anything outside of what we have already offeredI have gotten it approved that we can replace your current board with the new in box Rampage V Extreme/UI have located or another model that is close to the price range of this motherboard What we are offering you is not another replacement of same motherboard, we are offering you quite a bit of an upgrade to a much nicer and much more capable motherboard I understand you have already purchased another motherboard, however that does not change our policies and what I have been informed is the only options by my superiorsWe are not going to be able to do anything outside of what I have already offeredAgain, I am very sorry about this situation Along with the replacement I can extend your warranty for months for the loss timeBut we will not be able to replace your product with another product, we can only replace your motherboard with a motherboard [redacted] **Asus Corporate Customer Care Team/Escalations Specialist

Initial Business Response / [redacted] (1000, 7, 2015/07/31) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter It is possible that future firmware versions will bring back this feature If your expectations are toward refunds or new in box replacements we will be unable to reach a resolution regarding this matter and suggest you contact your place of purchase or legal adviser as we are limited to warranty service and repair Also, all of our products specification pages have disclaimers stating "All specifications are subject to change without noticePlease check with your supplier for exact offersProducts may not be available in all markets." Best Regards, [redacted] ASUS Customer Care Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) After struggling with your technical support staff, outside of this Revdex.com complaint, they offered to take in the router and send me the same exact product with the same exact problemsNot only does that not help me, or the fix the problem, but they told me to seek out DD-WRT firmware to fix the problemsDD-WRT does not work properly on this product eitherSo, you basically sold me a product that does not work, and it is past the 30-day return policyI do not have funds to seek out legal counsel regarding this terrible business practice of yours, and I do not accept your resolutionFind a way to fix this for me, talk to a supervisor if you have to, or escalate thisThese options you have provided are not solutions to this problem Final Business Response / [redacted] (4000, 11, 2015/08/14) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter The feature has been removed until further noticePlease watch for new firmware updates that may add this feature Final Consumer Response / [redacted] (4200, 13, 2015/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please provide a solution to help me with thisNothing you said has helped or is a solution of any sortYour product is not as advertised, and has poor performanceThere's absolutely nothing you can do?

Dear [redacted] ***, I very much apologize for the issues you have experienced Unfortunately ASUS will not be able to provide a refund as ASUS does not offer refunds per our Warranty terms agreement Refunds would have to be acquired via the point of sale Per the warranty agreement ASUS does not cover damage to the ASUS product However, as a onetime courtesy, ASUS can provide a free of charge repair and cover shipping both ways in your case I have issued RMA [redacted] and sent shipping instructions and a pre-paid shipping label from FedEx.*** I very much apologize for the issues Best Regards, [redacted] ASUS Corporate Customer Care

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However, the counter part in Malaysia does a very bad job in escalating and there are lots of effected consumers like me on the forumsI reached out to Asus USA as you are the HQ and maybe can escalate this to the managements attention For any business, each units sales is important and heavy marketing being done The actions from the service center here, only tarnishing all the good efforts made to make a quality product and all the advertisement.Sincerely, [redacted]

Initial Business Response / [redacted] (4000, 13, 2015/09/01) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matterThe technicians were providing the correct troubleshooting according to the emails I readThe warranty terms and agreement state that your product qualifies for one-way freight shipping from the repair facilityIn this case I will be sending you a prepaid shipping label to help resolve this issue for youFor technical support, call X-XXX-XXX-XXXX [redacted] ASUS Customer Care Initial Consumer Rebuttal / [redacted] (4200, 16, 2015/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The troubleshooting was not correctThe "technicians" have no clue whats going onI don't believe they read any emails, and just gave the standard troubleshooting for any caseThey have stopped communication with me since the Revdex.com case was closedThe case needs to stay open until my motherboard is replaced Final Business Response / [redacted] (1000, 22, 2015/10/23) */ Dear Customer, I am reaching out you in regards to your Revdex.com complaintIt does not appear you have been taken care of yet at this pointI wanted to double check thatIf you have not gotten any help as far as troubleshooting goes, I will have no problem helping you with that myselfNow, if you are still needing the RMA and have confirmed the board is the issue, I will also have no problem getting that setup for you and taken care ofPlease let me know where we stand and I will do my best to to ensure you are handled appropriately from here on outI am very sorry for the way this has gone prior to this [redacted] ASUS Corporate Customer Care Final Consumer Response / [redacted] (2000, 24, 2015/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Dear [redacted] ***, I very much apologize for the issues you have experienced However based on ASUS warranty you only qualify for a refurbished replacement If you would like a new in box unit you will need to contact the point of sale and ask if they can exchange for a new in box The only other option you have though ASUS if you decline the refurbished replacement is sending the product in to be repaired Please understand these are the only options available to you that ASUS can provide ASUS Warranty Terms: [redacted] I very much apologize for the issues Best Regards, [redacted] ASUS Corporate Customer Care

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I have sent my router to the address provided for a repair or replacement I will be fully satisfied when I receive repaired router or a replacementPlease allow several days for this to conclude Thank you Revdex.com Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/12/10) */ Email Sent To Customer Directly: Dear Customer, I apologize for any inconvenience or frustration this may have causedI am reaching out the repair facility to see if we can locate your band, if we cannot, what color and material was your band? As if we cannot locate yours, I will have a replacement sent out to you [redacted] ASUS Corporate Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) This answer may be acceptable if the replacement bracelet is actually receivedNumerous reps have promised me a replacement in this process without one actually being sentI would like to keep the complain open until the replacement is actually received and then will be glad to close the complaint Final Business Response / [redacted] (4000, 9, 2015/12/15) */ Dear Customer, According to the FedEx tracking number you should have received the replacement band yesterdayPlease let me know if you have any further questions or concerns [redacted] ASUS Corporate Customer Care Final Consumer Response / [redacted] (2000, 11, 2015/12/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have now received the band and accept this as resolution to this case

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12049218, and find that this resolution is satisfactory to me providing the company follows through and completes my request for "ASUS ROG Maximus IX Extreme LGADDRDP HDMI MZEATX Motherboard with onboard AC Wifi " as agreed in a personal email communication between [redacted] **Asus Corporate Customer Care Team/Escalations Specialist and myself.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/26) */ Dear Customer, It appears at this point you have contacted our escalations department at this point and they are looking into this matter for youThey should be taking care of thisIf for some reason you run into any trouble with them, please let me know and I will take care of the matterAt this point though, they should be getting you all setup to have these units repaired or replaced if they happen to be non repairable [redacted] S Asus Corporate Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I got an email from Asus customer care telling me to call "business department"I will call and see if they will resolve the issueAt the meantime, this case is not solved Final Consumer Response / [redacted] (3000, 19, 2015/11/02) */ I really don't care what the Asus policy isThe policy should be "FIX THE CUSTOMERS COMPUTER CORRECTLY FROM THE START"You guys know that the Xmodels have a lot complaints about the battery charging issue and yet the repair facility just did a silly bios updateI'm not a super computer genius, but just by doing an bios update was bound to have problems again and I was not aware of thatPlease tell me how and why the repair facility decides to replace the batteries on some laptops and bios update on the other Final Business Response / [redacted] (4000, 21, 2015/11/03) */ Dear Customer, I deeply apologize for this matter, but our repairs do have day warranties on them, even if you only had a week left of the warranty when it was sent in, it will have a day warranty once you receive it backSo if there is an issue with the repair, its needs to be reported back to us, within the warranty timeframe or that day repair warranty timeframe if that happens to be longer than what was left of initial warrantyAt this point, the units in question are all out of warranty and we will not be able to repair them free of chargeThe reasoning for different repairs being done for related issues, is at times the bios can cause this same issue, it is not always the batteryI am again sorry for this matter, but the only option for repair would be for you to pay for the repairs [redacted] S ASUS Corporate Customer Care

Dear Customer, Looking into your case I have gotten all of my superiors involved in this case and have asked that we look further into thisHowever, even though they have informed me that this is still going to be determined to be CID damage, they are going to attempt to clean the contacts to see if they can fix the issue for youHowever, if that does not fix it, they will return the unit as is, unless you are willing to pay for the repairsI do apologize [redacted] ** ASUS Corporate Customer Care

Complaint: [redacted] I am rejecting this response because: I have asked [redacted] to call me and he has not done so as of yet so we may discuss this issue further rather than in an email because it is a very detailed problem and it needs to be discussed in a phone call not in an email He knows about calling me but as of yet has not done so.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/23) */ Dear Customer, I would like to offer you a one time courtesy, free of charge repair to get your unit repaired out of warranty at no cost to youI will be able to provide you a prepaid FedEx label to send the unit in and then I will have the repair center waive all charges and repair or replace your unit if it is not able to be repairedPlease let me know if this is acceptable and I will get this all setup for you Cordell S Asus Corporate Customer Care Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Cordell, Yes, that will be acceptableWill the prepaid FedEx shipping label be emailed to my email address? Thank you for your assistance!

Initial Business Response / [redacted] (1000, 5, 2015/05/05) */ 5/5/XXXX X:XX PM [redacted] (ACI): Dear CustomerWe apologize for your issues and while your complaint is certainly warranted, your complaint is with an overseas service centerUnfortunately, ASUS operates their service and repair centers according to regionWe would love to be able to help you, but we would not be able to pull up any service records or even any product records outside of the US regionWe urge you to get in contact with your local region's support to help resolve your issue Please contact the service center in Ho Chi Minh City for further support+XX-X-XXXXXXXX Best Regards, [redacted] M ASUS Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had contacted Asus Vietnam - customer service firstThey promised that they would discuss my complaint internally and a specialist/ technician would contact me soon later via email/ phone callBut no one did call/ emailedTherefore I called back - times - to follow upThe service center - a guy declared himself as a manager, Duc - kept promising and promisingBut eventually no real specialist or else called me, nor was any clear response givenI am extremely disappointedNow it's nearly a monthI tend to post my complaint on Asus Facebook page, my pages and any IT sharing forums I can findHow can a professional firm come to be so disappointing when it comes to warranty service? Final Business Response / [redacted] (4000, 9, 2015/05/21) */ Dear Customer, I apologize; however there is nothing that ASUS North America can do at this pointYour pursuance will have to be with the facility in Vietnam Thanks, [redacted] M ASUS Customer Care

Initial Business Response / [redacted] (1000, 7, 2016/01/07) */ Email Sent To Customer Directly: Dear Customer, I am reaching out to you in regards to your Revdex.com complaintI apologize for any inconvenience or frustration this may have causedI am extremely sorry for the delay on your case and the lack of communicationI understand your frustration completelyAt this point it appears we do not have any units of your exact model and that is the reasoning for the delayHowever, we do have an upgrade model that we would like to offer youPlease confirm if you accept the below upgrade and I will have them ship it out expedited immediately Reference 90AZ00A1-MXXXXX Model_Name ZE551ML-18-4G16 Color Black Touch LCD 5.5" CPU Intel Atom Quad Core Z(1.8GHz) MB Chipset Memory 4GB LPDDR VGA HDD ODD 16GB; Micro SD Card slot support up to 64GB Secondary_ODD OS Android Lollipop [redacted] ASUS Corporate Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/04/28) */ I apologize for any inconvenience or frustration this may have causedI am looking into this issue farther and will be in contact again soon Thanks, [redacted] Asus Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue is not resolvedThere is no time frame given of when this issue will be resolvedAll the response says is that they will be in contact soonThey have had weeks to look into this issueI would like it to be resolved Final Consumer Response / [redacted] (4200, 11, 2015/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm not sure how you are wanting me to attach pictures I do have pictures of the damageMy screen is separated on the and slightly on the side of the tablet portionTo me it looks like the repair department broke it when they were taking it apart and now it doesn't snap back together like it originally cameI have seen repairs done on full laptops and know that there is a front and back to the "screen area" of the computerYou can see that it is separated from the back plastic and the screen glass and it wont just "snap" back togetherThere is no way that I can attach pictures to this response but I do have them and the Revdex.com has my contact information along with your companyFeel free to contact me and I will gladly send over the picturesBut I want this issue resolvedIts been over a month since this has been filed and over months since my transformer book was sent in and then returned broken Final Business Response / [redacted] (1000, 19, 2015/10/23) */ Dear Customer, I am contacting you in regards to your Revdex.com caseI am wondering where we stand on this matter as it does not appear you were ever setup for an RMA to get this issue resolved for youI deeply apologize for the delay on thisAnd if you are still wanting to send the unit in for everything to be repaired free of charge, please let me know and I will be more than happy to set this up for youAs far as the pictures go, you can attach them in a direct reply to this emailAnd I notice you have units, please provide the serial number of which unit this pertains to as wellI am again very sorry about this matter [redacted] ASUS Corporate Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/12/07) */ Dear Customer, I apologize for any inconvenience or frustration this may have causedI am very sorry for the confusion on the warranty coverage's and this matterAs you have been informed, the warranty does not cover this issueHowever, due to the way you were handled prior to this and the misunderstanding, I would like to offer you a one time courtesy free of charge repair for this matterSo the unit will be repaired free of charge as if it was within the warrantyI can setup the RMA and provide you a prepaid label to cover shipping the unit in and have the screen repaired free of chargePlease let me know if you want to move forward with this and I will get you all setupAlso, please let me know if you have any further questions or concerns [redacted] ASUS Corporate Customer Care Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/12/09) */ I am willing to accept this offer stated on the complaint with asus as long as my unit is repair with no cost to me Final Business Response / [redacted] (4000, 10, 2015/12/10) */ Email Sent To Customer Directly: Dear Customer, I have you all setup for the one time courtesy free of charge repair RMA at this pointYou will be getting other emailsOne will be the RMA instructions, the other will be the prepaid FedEx label for sending the unit to usPlease let me know if you have any further questions [redacted] ASUS Corporate Customer Care

Dear [redacted] A [redacted] , I very much apologize for the issues you have experienced Please be advised the only thing different on the screen is that the CPU is listed as the Intel Core i7-7200U which is a misprint and should be Intel Core I5-7200U Intel has never manufactured a CPU called the Intel Core I7-7200U, it does not exist and you can verify that by reaching out to Intel There is no bait and switch tactic it is an honest mistake we appreciate you bringing to our attention I will ask our web team to correct the misprint I do apologize for the error and unfortunately if you want the S510UA-RBit would be $and would come with the following Model Name S510UA-RB Series Vivobook S Region USA Category NB Retail/Channel Retail MSRP $ Color Gold Metal Touch No Touch Screen LCD 15.6" FHD (1920*1080), matte CPU Intel Core i5-7200U 2.5GHz (Turbo up to 3.1GHz) Memory 8GB DDR VGA Intel HD HDD 1TB (RPM) ODD No Optical Drive OS Windows (64bit) WLAN 802.11AC Web Cam VGA Camera Bluetooth Bluetooth Keyboard Illuminated Chiclet Keyboard I/O Ports 1x Headphone-out & AudCombo Jack; 1x HDMI; 1x USB3.1-Type C(Gen1); 2x USB 2.0; 1x USB Card Reader SDXC Battery 42WHrs, 3S1P, 3-cell Li-ion Removable Battery N Energy Star Y EPEAT N In Box FingerPrint Expansion Slots 2x Socket (one slot installed w/ 8GB, one slot open) I very much apologize for the issues Best Regards, [redacted] ASUS Corporate Customer Care

Dear Customer, I am extremely sorry for the issues you have had thus farLooking into your case, I do not see any notations or indications that a hold was placed on your cardHowever, I have reached out to that department and asked that any holds be removed regarding your case as there should not be a hold at all It appears we are still waiting on the power cord portion of the charger to come in, but you did receive the power adapter(box) portion today according to tracking number you have been providedI have asked that they ship out a replacement cord as soon as they possibly can [redacted] * ASUS Corporate Customer Care