ASUS Computer International

Initial Business Response / [redacted] (1000, 6, 2015/05/28) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter The reason your proof of purchase was denied was the fact that it did not meet the requirements for our receipt verification processPlease provide your proof of purchase so that we can verify your warranty statusThe receipt/invoice will need to display the: company's logo, date of purchase, cost, serial and/or model number of ASUS product and it will have to be a .PDF or .JPG file formatUnacceptable forms of proof of purchase are: bank statements, screen shots, forwarded e-mails, copy & pasted e-mails Unfortunately, the desired resolution does not comply with the warranty you purchasedI will inquire with my service team to see what options we have at this point Could you please elaborate on your advertisement claim? As in your complaint, there was not anything mentioned regarding an advertisementAlso, have you contacted us further in regards to the service of your product since you have filed the complaint with the Revdex.com? Best Regards, [redacted] ASUS Customer Care Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/05/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have repeatedly done this process over a dozen times verifying my proof of purchaseOne representative I'd spoke with even consulted with me and verified that Asus has my purchase on record and in their data-base so don't see what is the discrepancy.I provided the sales number, serial number, invoice number, and confirmation number in the original summary of complaintThe files that I uploaded along with this complaint also has the same important information needed in this processI have been without a laptop for more than a month and this process really shows the horrible customer service Asus has and the extremes you have a to go through to have a company replace there own out of date product *I have re-uploaded the documents Final Business Response / [redacted] (4000, 19, 2015/08/04) */ 7-31- Sent via email from business: This customer has received his day warranty extension, the warranty end date is 10/27/The customer will need to send the product in for service, the repairs will be completed as long as they are not induced damageThe customer will be emailed shipping instructions as well as a shipping label to reduce the cost of repair Best Regards, [redacted] ASUS Customer Care Lead Final Consumer Response / [redacted] (4200, 21, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Will I be charged a $fee like last time for the repair of my laptop? If so, this is the root of the problem the manufacture and I had to begun with back in AprilThe manufacture told me that my warranty is out of date and I have to pay to have my laptop repaired even though it is clearly a manufacture problem and the cost should be exempt due to my warrantyHopefully this problem will not occur again, if it does this whole experience with Asus and The Revdex.com was pointless and a waste of time because we are back at step one, which is them repair my laptop for free since its a manufacture problem and not a consumer problem - [redacted]

Complaint: [redacted] I have received the replacement motherboard and return shipping label I will mark this complaint accepted and closed once I have installed and tested it, returned the old one, and received a collateral refund Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Hi, here is my comment regarding the case. The monitor I received as a replacement is defective, it has multiple dead pixels in clusters, and is worse than the one I was replacing via RMA. I have gone through weeks of shenanigans, and had to call in multiple times. Currently I am without a working monitor, and Asus has failed to honor their warranty. I am sending the defective replacement back. Thanks, ***. Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/26) */ Dear Customer, When looking into this matter, it appears that we have refunded you the advanced RMA processing fee for this matter, due to your situationI deeply apologize for the way things went prior to thisIt appears at this point though you should have the phone back and we are refunding you the processing feeIf you do not accept that as a resolution for this matter, please let me know It appears you were also looking for a refundUnfortunately, we cannot offer any kind of refunds or monetary compensationsWe do not sell directly to the public; you did not buy the product directly from us, so it is impossible for us to refund money we never received Refunds are exclusively handled by the vendors and usually they only accept them during the first days of purchase ASUS, as the manufacturer, offers a limited warranty for the products that only covers repairs or replacement of the units [redacted] Asus Corporate Customer Care

Complaint: [redacted] I am rejecting this response because: - I have tried this with removing all but RAM sticks and also moved the CPU from socket and also socket I had talked to a Tier customer Service person a few days ago and he was suppose to call me back about getting me sent out a brand new board and he was going to make sure it had the latest BIOS, but I never heard aback from them Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: according to the new RMA # [redacted] , I should have tracking numbers, but I am only seeing tracking numbersSerial # [redacted] , [redacted] don't have tracking numbers and serial # [redacted] , [redacted] , [redacted] , [redacted] and [redacted] all have same tracking numbersI'm sure this must have been some simple mistakeI need updated tracking numbers Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2016/01/19) */ Email Sent Directly To Customer: Dear Customer, I am reaching out to you in regards to your Revdex.com complaintI have checked stock and have a same model replacement board reserved for youI apologize that you were having any issues prior to thisI have you all setup for the RMA at this pointYou will be getting another email that contains the RMA instructionsFor the advanced replacement, you will need to follow those instructions and fill out the online formPlease let me know if you have any further questions [redacted] ASUS Corporate Customer Care Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Email Sent Directly To Customer: Dear Customer, I am reaching out to you on behalf of ASUS regarding your Revdex.com complaintI apologize for any inconvenience or frustration this may have causedLooking into your case, it appears you are wanting us to cover the shipping charges for youI have no problem doing that for you, I will also have to setup an RMA for you to send the unit in for the repair as well If you want to move forward with this, I can even provide you an overnight label due to the issues you have had thus far to help get your unit repaired and back to you as quickly as possibleJust reply to this email or on the Revdex.com if you want to move forward [redacted] **Asus Corporate Customer Care Team/Escalations Specialist

Initial Business Response / [redacted] (1000, 5, 2015/05/05) */ Dear Customer, I apologize for any inconvenience or frustration this may have causedI am looking into this issue further and will be in contact again soonI apologize for any inconvenience or frustration this may have caused ASUS offices within the United States and Canada are warranty repair service centersASUS does not provide services other than hardware repair warranty servicesRequests for refunds or returns should be directed to the resellerDue to the fact you did not purchase the item directly from ASUS, we will not be able to issue a refundWe will have an agent contact in regards to the issue stated Best Regards, [redacted] M ASUS Customer Care

Complaint: [redacted] I am rejecting this response because: Yes the laptop has left their repair facility, it took six days and the last three hours of yesterday where spent on a wild goose chase tracking down my own package Sure Asus can state once the package leaves their facility it is out of their hands, and yes I will take issue with FedEx However, if Asus had shipped as promised, overnight express, none of the chaos of the last two days would have happened.I arrived home with my laptop at 7pm My first reaction is, this laptop is not fixed I am running updates and I am STILL running updates this morning I am willing to wait until all the updates are complete I received a call from Asus this morning asking me how my computer is running, I explained every detail of how it is not working, even he stated, "lets give it a week or so after all updates and if still not working we may have to look into replacing your unit" Therefore, until my laptop is running the way it was supposed to run when purchased in April or until my unit is replaced, this case should remain open Sincerely, [redacted] ***

Thank youI was told they will not ship the new board out until they get this board backI have stated that I wanted advanced replacement because this has been an issue that I have been trying to get resolved since AprilPlease advise Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: They didn't fix unit and sent me a charger with someone else address and information on itI hope to take it back to [redacted] where I bought unit and get satisfactionI had my ISP to troubleshoot unit and they told me it wasn't fixedI will let [redacted] see what kind of company Asus is hope [redacted] will resolve issue with unitThe unit is still under warrantyI got some woman name address telephone number from Colorado Springs, ColoradoThat place was the last place I was in the Army back in I don't care how you handle Asus they are not satisfactory to me maybe to you they areI hope [redacted] will resolve this issue with unitThank you Revdex.com!Sincerely, [redacted]

Email Sent Directly To Customer: Dear Customer, I am reaching out to you on behalf of ASUS regarding your Revdex.com complaintI apologize for any inconvenience or frustration this may have causedI am extremely sorry for the delayHowever, at this point I need to know what method of RMA you would like to do in order to receive this replacementWould you rather do an advanced replacement with credit card hold or do you want to send your current unit in for us to swap it out with replacement at facility and then ship you replacementPlease let me know and I will get you all setup and taken care ofAgain, I am very sorry for the delay on this [redacted] **Asus Corporate Customer Care Team/Escalations Specialist

I have received that laptops back and as I expected, I didn't get a call or explanationI opened both up and they just had the sheet that says passedI emailed support again and sent a video to them that the color is still not fixedI still want this fixed or my money back or new model laptops that don't have this problemI have spent so much time with these laptops now it been almost a year trying to get this fixed as well as over $sending them to ASUS and I haven't been able to even enjoy these brand new laptops

Initial Business Response / [redacted] (1000, 5, 2016/03/04) */ Dear Customer, I apologize for any inconvenience or frustration this may have causedI deeply apologize about this situationHowever, with your unit being out of warranty, for any repairs you will need to pay for them as you are no longer within the warranty periodAlso, whenever a hard drive is replaced, we do not and will not ship out the original hard drive as we replaced itPlease notice as well that anytime you send a unit to us for repair, our warranty clearly states that we are not responsible for any data lossYou need to backup your data before sending the unit to usSo, anything that you need of your hard drive, you will have itAs some hardware repairs, will also require a reload of the OS, that would compromise any data on the systemThat is why our warranty and our RMA instructions you receive when sending a unit in for repair, clearly state we are not responsible for data lossWith that being said, you can send your unit in for an out of warranty RMA and pay for the repairsOnce the unit arrives it will be assessed and you will be sent a quote for repairYou can then pay for the repair or just have us ship it back if you do not wish to pay the amount for the repairPlease let me know if you would like for me to setup an out of warranty RMA for you and provide you all the informationIf you do not wish to do an RMA, then you can purchase a disk from our estore for your unit, or you can purchase another copy of windows from Microsoft [redacted] SASUS Corporate Customer Care Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/03/24) */ I missed the March 21st dead lineI apologizeI have been very busyPlease understand that I am still very unsatisfied and that I personally feel that these policies from these companies are fundamentally flawedFinal Business Response / [redacted] (4000, 14, 2016/03/25) */ Dear Customer, I am extremely sorry that you are unsatisfied with the options that I have presented youI understand they may not be exactly what you are wanting to doHowever, with your unit no longer being within warranty, these are the only options we have available for this matterPlease let me know if you would like an out of warranty RMA to pay for the repairs and I will get you all setup for sending the unit inI am again sorry about this matter [redacted] SASUS Corporate Customer Care Final Consumer Response / [redacted] (4200, 16, 2016/04/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) All of these practices are in appropriateEspecially when I pay you 90$ for a new hard drive and you try to keep my old oneIf I had known how your customer service was, and that asus will attempt to make money on every thing they can, without supporting their customer base, I would have never bought the laptop in the first placeNor would I have had my wife purchase an asus laptop, nor would I have suggested asus to anyone

To Whom It May Concern, As discussed with customer, our repair center has done all testing they can do and cannot reproduce the issues and are firm on the fact that there are no issues with the deviceSo, they are returning the device to the customer and I have asked the customer to please provide me a video exhibiting issues, if they still proceed after receiving it back so I can provide this to our repair center to see what we can doHowever, it is very possible customer may receive phone back and have no issues [redacted] ASUS Corporate Customer Care

Complaint: [redacted] I am rejecting this response because:This is ***I use the PC everyday as a part of my workI had to use one of my old test one for almost months while they messed around with my primary oneI had to pay $to get it repaired and in addition to making me wait for almost months when I was assured it would be no more than two weeks it is returned to me with a damaged battery and the optical drive plus cover seem a little offI was promised a new PC due to their incompetence and they would not answer any questions and kept stalling till they finally miraxousouly found the proper parts then sent it back to me repaired for the original issue but messed up other things gen want me to send it back in which they will again keep it forever probably not making any changes then ssend it back to meIt is a gesture so either send me the replacement PC free of charge for their incompetence and inconvenience or at a very min return the $to have the original PC fixed as this is the worst service I have EVER received from any PC companySincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/08/31) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matterI am currently coordinating with a few departments in order to determine the status of the refund and what we can do to expedite the process [redacted] ASUS Customer Care Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did finally receive my refund on August 26, Thanks to the Revdex.com for their assistance with this matter

Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter I see you have been in contact with other ASUS agentsYour product is in transit to youDid you receive the tracking number? Best Regards, [redacted] M ASUS Customer Care Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hello [redacted] Yes I haveI might add this has been a battleEverything is worked out now, and thank you Regards, ***

Initial Business Response / [redacted] (1000, 5, 2015/10/16) */ To Whom It May Concern, I have reached out to the customer in regards to this complaint and our rebate company is now honoring the rebate and will be providing it to them [redacted] Asus Customer Care Initial Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.) I will keep this complaint open until I receive the rebate owed to me Final Business Response / [redacted] (4000, 9, 2015/10/20) */ Dear Customer, Alright, that is understandablePlease let me know if you have any further questions or concerns regarding this [redacted] Asus Corporate Customer Care Final Consumer Response / [redacted] (4200, 11, 2015/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you