ASUS Computer International

Initial Business Response / [redacted] (1000, 5, 2015/04/16) */ Thank you for contacting us here at ASUS Corporate Customer CareI apologize for any inconvenience or frustration this may have causedI will be going over your service options that are within the terms of your warrantyI am looking into this issue further and will be in contact again soon [redacted] M ASUS Customer Care Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/05/28) */ I have not been contacted by asus, My problem has not been resolved Final Business Response / [redacted] (4000, 16, 2015/06/08) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter I am requesting an update from my service team, we will respond with an update as soon as possible Best Regards, [redacted] M ASUS Customer Care

Dear Mr [redacted] ***, I very much apologize for the issues you have experienced The unit was repaired and shipped to you overnight and was delivered on 8/30/via FedEx tracking number [redacted] The motherboard and battery were replaced in the unit I very much apologize for the issues Best Regards, [redacted] ASUS Corporate Customer Care

Initial Business Response / [redacted] (1000, 11, 2015/12/30) */ Dear Customer, I apologize for any inconvenience or frustration this may have causedUnfortunately, 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 With that being said, I am extremely sorry about the delay on this matterAt this point though, your replacement has shipped out under FedEx tracking number XXXXXXXXXXXXYou should be receiving it today, 12/30/Please let me know if you have any further questions or concernsAlso, to let you know the processing fee, the $has already been waived as well [redacted] S ASUS Corporate Customer Care Initial Consumer Rebuttal / [redacted] (3000, 13, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was made to wait months for a replacementThis is terrible warranty policy considering that phones are very important for everyday thingsSo I consider this response as an attempt by ASUS to wash their hands of their responsibility to provide warranty replacements in reasonable timeEven the 25$ processing refund was done after repeatedly complaining several timesOverall this is an extremely unpleasant experience and I vow never to touch an ASUS product again and dissuade others from doing so tooThis is a terrible company with pathetic customer service Final Business Response / [redacted] (4000, 15, 2016/01/06) */ Dear Customer, I deeply apologize about the way things went againI cannot change what has happened already, but I can say I completely understand your frustration and have reached out to the correct departments to have them address this issueI understand you are very frustrated about the process, as that is now how it was supposed to gYou should not have waited for your replacement like thatI can ensure you I was doing everything in my power to get this taken care of and resolved in a timely manner for youHowever, the issue and reasoning for delay was another department that handles the processing for replacement [redacted] S ASUS Corporate Customer Care

Dear [redacted] ***, I very much apologize for the issues you have experienced Looking into your case I do see where the original RMA repair details stated that the battery was fixed and the BIOS was updated then unit tested OK In order to have this issue resolved you will need to send this unit in for repair If you can provide detailed problem description, I can pass that along to the repair facility Per ASUS warranty policy ASUS will repair the unit if it is under warranty free of charge, however ASUS does not provide refunds in any manner If a refund is required you would need to reach out to the point of sale and request a refund RMA [redacted] was issued and a pre-paid label from FedEx was provided to you to send the product in for service I very much apologize for the issues Best Regards, [redacted] ASUS Corporate Customer Care

Dear Mr [redacted] I very much apologize for the issues, however I have listened to all call recordings and no one ever advised you that this repair would be covered free of charge On the first call you were advised that the agent would verify if you had ADP coverage and you do not and she made it clear on that call recording you were responsible for all fees You were advised of the $estimate and you were also advised that you must send the product in for ASUS to send out the invoice with exact cost amount You were advised of a discount, however you were never advised of exact discount amount A new RMA was issued and shipping instructions were sent to you and a 20% discount has been applied to the case to be deducted from the overall invoice cost I very much apologize for the issues Best Regards, [redacted] ASUS Corporate Customer Care

Complaint: [redacted] I am rejecting this response because: We haven't reached resolution for months nowI am not doing another credit card hold and getting scammed and sent a box of trash againI do not trust that you will repair/replace my display if I sent it inSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter I show no record of you receiving service from our support teamI will create you a service ticket to referenceWe recommend that you contact our service team for support at X-XXX-XXX-XXXX and reference case number NXXXXXXXXX Again we apologize for the inconvenience you have endured, however; could you please elaborate more on the calls you had made to ASUS so that we can review this further Best Regards, [redacted] M ASUS Customer Care

Dear Mr [redacted] ***,I very much apologize for the issues you have experienced Based on our system and sales data this model sold in the US/Canada comes with way standard shipping only If the box says two way shipping, please submit a picture of the SN on the box along with the picture showing where it is advertised two way shipping and we will review internally and make a decision from there.I very much apologize for the issues.Best Regards, [redacted] ASUS Corporate Customer Care

Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ Dear Customer, I apologize for any inconvenience or frustration this may have causedAt this point, looking into your case, I would like to go ahead and approve a one time courtesy free of charge repair for this matterI completely understand your frustration and I want to make this right for youSo if you would like to send the unit in for a free of charge repairPlease let me know and I will get you all setup for thisI am again very sorry about this matter [redacted] ASUS Corporate Customer Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would GREATLY appreciate if you do thatI have considered myself to be an avid Asus fan and this entire process has ran contrary to all of my past experiences with your companyI will happily resend the unit back for repairs if you can confirm that it will be done for no charge

Initial Business Response / [redacted] (1000, 7, 2015/08/04) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matterThe desired resolution does not comply with the warrantyWe will offer one free of charge repair, with a limited day warranty and free way shipping Best Regards, [redacted] ASUS Customer Care Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello [redacted] , Please email me directly, I would like to discuss what should be done in the repair as I've been through many in the past with ASUS for this unit specifically Thank you, [redacted] Final Consumer Response / [redacted] (3000, 21, 2015/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm working with ASUS on the other X501A unit that is having the same exact issues, could you email me directly and san RMA at no charge? Final Business Response / [redacted] (4000, 23, 2015/10/28) */ Email I sent the customer: Dear Customer, I am reaching out to you in regards to our correspondence through the Revdex.com portalCan you please provide me the serial number of the unit you are speaking of now that you are wanting the free of charge repair on and I will surely do everything I can to get that approved and happen for youAlso, please let me know if you have any other questions or concernsI thank you for your patience [redacted] ASUS Corporate Customer Care

RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] . I did receive a new-in-box replacement as requested, however, I still do not have any form of invoice for my records. If I have future warranty issues with this product, I will not have proof of purchase that meets ASUS policy requirements. Also, the topic of a refund of $78.76 for shipping charges to return the broken system was not addressed or discussed during communication with business representatives. The final service representative took the time to communicate effectively and provided timely updates. During communication through emails, I agreed that satisfaction would be in the form of a new replacement, and for that, I am satisfied.Sincerely, [redacted]

Email Sent Directly To Customer: Dear Customer, I am reaching out to you on behalf of ASUS regarding your BBB complaint. I apologize for any inconvenience or frustration this may have caused. Looking into your case, I would like to provide you with a free repair out of courtesy due to your... situation, as I completely understand the predicament. I am very sorry to hear about your father as well. If you want to move forward with this, please let me know when you receive your unit back and I will get you all setup for the new RMA and provide you a prepaid shipping label to cover shipping it to us as well. You can just reply to this email or on the BBB site. [redacted] **Asus Corporate Customer Care Team/Escalations Specialist

Initial Business Response / [redacted] (1000, 5, 2016/04/01) */ Dear Customer, I apologize for any inconvenience or frustration this may have causedHowever, physical damage is not covered under our warrantyA cracked screen will void the warranty, rendering the unit out of warrantyFor an out of warranty unit the repairs need to be paid for howI have some good news for you thoughAfter looking into this matter for you, I was unable to locate the pictures of the damaged unit within our systemI was also unable to find the email that they were supposed to send to you informing you of the damage and that payment would need to be received in order for us to repair the unitBeing as the repair facility did not properly handle this case and you were improperly informed it would be repaired, I have approved a one time courtesy free of charge repair on your unitIf you would like to move forward with the a new RMA to have the unit repaired free of charge, please let me knowI will then setup the RMA and provide all the necessary information to you, along with a prepaid shipping label to cover shipping the unit back to usI am again very sorry about this matter [redacted] SASUS Corporate Customer Care Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/04/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) good morning ,,,I am very happy with your decision to repair my unit free of charge since I was told differently by the rep., I am also glad as I enjoy asus products I own an asus laptop and I recommended my son to buy one also he has a fancy one where you can touch the screen and it flips completely and so I went on further and bought this model tablet because of my great experience with asus I thank you for not turning your back on this customer who has supported asus products since the beginning, thankyou for your time and help with this matter and I will continue to buy asus products

Complaint: [redacted] I am rejecting this response because: This is an Asus router and is Asus's responsibilityIt was manufactured by Asus, has a Asus's information printed directly on the router and is even part of the model name ( [redacted] )The warranty and technical support information are listed as Asus, not T-Mobile T-Mobile did not make the router nor does it have the facilities or parts to repair or even trouble shoot the problem It is ridiculous claim otherwise If I go buy a Sony TV from Amazon[redacted] and it breaks, Amazon is not responsible, Sony is All this was confirmed by T-Mobile whom I contacted about the issue more than onceThey confirmed all of the aboveOnly the company which made the router can fix it Why does Asus even advertise that it comes with an Asus warranty if they have no intention of honoring it? Most importantly, the product actually comes with documentation STATING that there is an ASUS warranty It even says this on Asus's OWN websiteYou can see it here: [redacted] Why they claim otherwise is beyond me and is an illegal attempt to avoid honoring their own warranty Not to mention, this is just one of the multitude of conflicting excuses that Asus gave me each time I contacted them Sincerely, [redacted]

Dear Customer, I do apologize about this matter, however, I cannot guarantee you a replacement. Please be advised that you agreed to the warranty terms and agreements upon purchasing this unit. Our warranty states we will repair or replace the unit, it does not guarantee either one. As we first attempt to repair and if we cannot repair, we then replace the unit. If we are short on parts needed for repair or there is another issue deeming the unit to not be able to be repaired, we will then replace it for you. I understand your frustration, but we are offering you to do what our warranty implies we will do. I do apologize if there has been any confusion on this matter. If you want to move forward with the RMA, please let me know and I will provide you a courtesy shipping label to cover sending it to us. [redacted] *. ASUS Corporate Customer Care

Complaint: [redacted] I am rejecting this response because I did not have another opportunity to go to the FedEx storeThe only label provided to me had just an address on itI explained this to the incompetent customer service employee on the phone yet he said it would workA check would be great to refund me for this hassle experienced after also receiving a defective product.Sincerely, [redacted]

Dear Customer, Please be advised I have only responded to your complaint once and that was back in MarchYou never responded to that so the Revdex.com closed your caseI am assuming you have reopened it at this pointLooking into your latest RMA, the unit has already shipped out back to you at this point and you have been advised of thisYou had also informed us after it had shipped that you had a new address so you were informed to contact FedEx to have them hold this unit for you for pickup at the closest facility to you It appears that this was just a standard RMA and the unit was repairedI do apologize for that as I had previously offered you a new in box replacement a few months ago, and never got a response, therefore I was not aware you wanted to move forward with thatSo if for any reason you have any issues with the unit after these, please respond this this complaint and let me knowWe can move forward with a new in box replacement at that point.But again, for that to happen you need to reply to this complaint and inform meIf you call in to support line, they will not be able to do that for you in any wayThat is why this latest RMA was just a repair [redacted] ** ASUS Corporate Customer Care

Dear *** ***,
Registration of the ASUS product is not needed to get warranty service or verify warranty as the serial number off the ASUS product is what is used to verify warranty. Registering the product just allows ASUS to send updates on the product you have such as news, reviews,
and driver updates.
In order to resolve this please send your purchase invoice and serial number to my email address *** and I will have the registration team resolve this for you
I do apologize for all the issues you have run into trying to get the product registered
Best Regards,
*** ***
ASUS Corporate Customer CareTell us why here

Initial Business Response /* (1000, 5, 2015/05/15) */
Dear Customer,
We aplologize for any inconvenience and frustrations causedI will be assisting you with this issue moving forwardWe appreciate your patience regarding this matter
Your Revdex.com case has been received however there is a delay
in processing your case as we are in need of the pictures of the damage claimed in your initial complaint
If at all possible please respond back with the pictures mentioned in your complaint attached to your next reply
Best Regards,
*** M
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well, seeing as the whole reason I filed this complaint was due to the fact that you guys are running me around in circles over those pictures, here is the SAME Mediafire link to a .zip file of those high resolution photos that I sent in an email ~weeks ago
***
I'll also throw in a Zippyshare link in case captchas aren't your thing
***
It is a 13mb file containing six images of the damaged socket taken on a Galaxy s
You have wasted enough of my time on this issue already, and my poor customer has been without his computer for upwards of a month, I would really appreciate a quick response so we can get this issue resolvedIt is really stressing me out and leaving a bad taste in my mouth
Final Business Response /* (4000, 9, 2015/05/29) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
We will be able to process an advanced RMA with trackingWe are submitting a stock check, to confirm we have a known good tested replacementWe will email you instructions on how to proceed with the RMAPlease read the instructions as it does require some action from the customerYou will need to ship the product to us first with a shipping label that we will email you a voucher forOnce the status of the shipment is "In Transit" contact us at *** (ASUS Motherboard Support) and reference case number NXXXXXXXXXIf you have any questions please call the number mentioned above
Best Regards,
*** M
ASUS Customer Care

Initial Business Response /* (1000, 5, 2015/06/08) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
Unfortunately, the desired resolution does not comply with the warranty you purchased with the product
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 resellerAt this point have you received the proper portion of your power cord so that you may continue to use the product?
Best Regards,
*** M
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
6-18-
Sent via email:
Good Morning ***I would like to respond to my complaint that was filed 5/28/2015-case #XXXXXXXXI WANT MY MONEY BACK!!!!!!!!! The computer is super slow now and it locks up and this is after they have replaced the mother board timesI not sending it back anymore because I can't afford the $dollars to ship it to themWhen it breaks down again I'm just going to throw it in the garage.......VERY SERIOUS!!!! THIS IS THE WORST PRODUCT I HAVE EVER PURCHASED IN MY ENTIRE LIFECustomer service stinks and they tried to play like it was over a power cord.....NO! I have had this laptop for a little over a year and It has been repaired twiceOnce again, they may have it! I WANT MY MONEY BACK....I WANT MY MONEY BACK....I WANT MY MONEY BACK......I WANT MY MONEY BACKIT'S JUST THAT SIMPLE! The computer is worse after being fixed...*** ALL THE WAY OFF!
Sent from Windows Mail
I almost forgot, yes I want to continue with my complaintNOT HAPPY WITH THE RESPONSE FROM THE COMPANY!!!!
Sent from Windows Mail
Final Business Response /* (4000, 11, 2015/08/04) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matterIf 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 repairHave you received the power cord at this time?
Best Regards,
***
ASUS Customer Care