ASUS Computer International

Initial Business Response /* (1000, 5, 2015/09/04) */
Dear Customer,
I show in our system that you have an RMA open that has been approved for replacementThe only thing that needs to be done in order to fulfill this request is to have you send back the unitPlease use the Fed Ex 2nd day
shipping label that should be in your inboxThe tracking number will read XXXXXXXXXXXXWrite RMA number *** on the outside of the boxThis is the only option we have available to replace your desktop pc
***
ASUS Customer Care

Initial Business Response /* (1000, 24, 2015/08/05) */
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 warranty purchased with the productRefunds are
solely given by the place of purchase, and all replacements are factory recertified and endure the same tests that new products have to pass to ensure quality
Stated from the complaint "I have not opened the box, as I do not want this computer; I bought a new one a long time ago to replace it." The customer's demands cannot be met as they are against ASUS policy in regards to refundsIf the customer would like to have the product serviced we would be happy to set up the product to ensure the customer gets the working product that they paid forThe customer will receive a limited day warranty on the part that was replaced on the unit
Best Regards,
*** M
ASUS Customer Care
Initial Consumer Rebuttal /* (2000, 26, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear *** M., Asus Customer Care,
Thank you very much for writing and for your attention to this matterI appreciate you acknowledging the great inconvenience and frustration this has caused
You said, "...all replacements are factory recertified..."
I stated in my resolution request that I am willing to receive a replacement computerA factory recertified replacement, sealed, with warranty, will be acceptedThank you
(Note: You offer to service the productConsidering repair services and months in transit, would you want to send it in for service again? Also, all of the repair warranties were expired while the product was in transitAny non-repair warranties were *** expired, even though "the device has barely been used", not enough to know if it worked properly.)
Thank you, again, for the replacementPlease check the file for the proper address; zip code XXXXX
***
Final Business Response /* (4000, 47, 2015/11/06) */
Emailed to customer directly:
Dear Customer,
You are very much welcome for the helpI thank you for your willingness to work with meI understand not closing the case until you receive the replacement as well, that is perfectly acceptable
I will not be able to provide you a hard copy with the replacement unit, but what I will do is create the document and convert it to a .PDF and attach it to an email to youThat way its a protected official document that you can print out and not just writing in an emailDoes that sound sufficient?
As far as the warranty extension, I am not sure honestlyI would reach out to any local shops around and see if any of them offer warrantiesWe do not sell additional warranties or anything ourselves or I would have already pointed you in that directI apologize for this matter
If you agree to the above, then yes, I will get this all setup and provide you the RMA information and FedEx label in the following emailAs far as the warranty extension and providing you the document, I will have to wait until the unit ships out, or at least until I am provided the new serial number that will be replacing your unitAs I wont have that information until the unit is actually being replaced at the facilityI want the document to reflect the correct serial number and other information as wellIf all of this sounds good to you, I will be more than happy to get you all setup
*** S
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 55, 2015/12/22) */
I received the replacement unit 12-15-15, and the warranty on ASUS letterhead via PDF file 12-20-after I requested it
So, I accept this resolution of a very long, time consuming caseThough it took months, I am pleased with the service I received from the new customer care person, who was a world of difference from the previous one
Thank you, Revdex.com, for your assistance with this!
Sincerely,
***

Initial Business Response /* (1000, 16, 2015/08/07) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
Do you have the tracking number for the rebate?
Best Regards,
*** M
ASUS Customer
Care
Initial Consumer Rebuttal /* (3000, 18, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
XXXXXXXXXXXXXXXX
Final Business Response /* (4000, 20, 2015/08/26) */
Mr***
We do apologize for the issue however in order to investigate this further we will need confirmation that the documents were mailed and received by the rebate centerWe can then further investigate the rebate issue
Best Regards,
***
ASUS Corporate Customer Care
Final Consumer Response /* (4200, 22, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At this point, this rebate has certainly been made not worth my timeI have already done what I can to offer "confirmation that the documents were mailed and received by the rebate center"The rebate center said they didn't have it and gave me the run aroundAfter I pressed them, they said that I needed to take it up with the post office
And I started the conversation with, attached to the email, a photo of the all the documents that I had taken and saved
I feel like the past responses have been half-hearted attemptsI am worried that I am just getting a further run aroundI don't like how these rebates are so hard to submit, and there are so many ways to get it wrongIs this a strategy of not fulfilling rebates in general?
I wish not to be given any further run arounds; please don't use this complaint as a rebate fulfillment procedureI hope you understand if my future responses are much shorter and lack substance

Initial Business Response /* (1000, 5, 2015/10/29) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedI am very sorry you are having issues with getting this rebate taken care ofIs there any chance you can provide me the rebate tracking number so I can
look further into thisIf you can provide that to me, I will be able to get this handled for you much sooner and hopefully get you the rebate moneyPlease provide the rebate tracking number
***
ASUS Corporate Customer Care

Complaint: ***I am rejecting this response because: here is the list of serial numbersThe rma number showed up before, so somebody must have deleted themI have records of ALL email transactions that show proof that my units are still in the repair facilityPlease call me directly *** or email me directly *** so I can gives you more detail because I was told some serial numbers had to be changed.
** *** ** *** ** *** ** *** ** *** ** *** ** *** ** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Sincerely,*** ***

Dear Customer,
Looking into your case, your replacement unit has already shipped out and should be arriving to your tomorrow by the end of the dayThe FedEx tracking number is ***If you have any issues with that replacement, please let me know and I will be sure to get you taken
care of.
*** **
Asus Corporate Customer Care Team/Escalations Specialist

Dear Customer,
I apologize for any inconvenience or frustration this may have causedI am very sorry you are having these issues.
I see you are requesting a refundUnfortunately, we cannot offer any kind of refunds or monetary compensationsWe did not sell this item 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
So unless the unit was purchased from our ASUS store online, then I would very strongly suggest you reaching out to the place of purchase regarding this issue.
*** **
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/09/01) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matterI can see that it was delivered to and signed for by that repair facility, so it would have to be thereI
have got everyone looking for it so we can locate the unit and get it into repair ASAP
*** Z
Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
NO, this is not sufficient.This is the response I have gotten for the past weeksNo time frame has been given to me, this is not a resolutionI want my fixed laptop or a replacement of equal or greater value within business days or I will take legal action
Final Business Response /* (4000, 15, 2015/09/15) */
Dear Customer,
I show in our system that the RMA was closed on 9/and shipped out under Fed Ex tracking number XXXXXXXXXXXXXXXIt was delivered on the same day as your reply to this Revdex.com case and was signed for by you
*** Z
ASUS Customer Care
Final Consumer Response /* (2000, 17, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive the laptop that eveningAlthough I did not sign for itI am glad to have my laptop, but this process has been a complete nightmareAnd I don't understand why no one was able to provide a ship date or a tracking number until after I received itI also don't understand why no one could give me a status update, once, during the three months you had my laptopI am definitely unhappy with your company

Complaint: ***I am rejecting this response because:Sincerely,*** ***
I am still having trouble confirming the accidental damage protect with customer service

Dear Mr*** * ***,
I very much apologize for the issues you have experienced.
Please be advised per ASUS warranty policy, ASUS does not provide refunds. For refunds you would need to contact the point of sale
Currently the correct repair facility does have the unit and it
is currently in repair. The clicking noise you were hearing was a defective hard drive and that is the part they are replacing
The typical turnaround time is 7-business days
In regards to the inconvenience if you can attach your proof of purchase to this Revdex.com complaint I would be happy to provide an additional three month warranty extension on top of the current warranty based on date of purchase
I very much apologize for the issues
Best Regards,
*** ***
ASUS Corporate Customer Care

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 I see we have stock of the same model that is just a different part number
I can have one of those reserved for you so we can move forward with the advanced replacement like you are wanting to.
I will explain process to be sure you have been informed correctly. We do have a cross ship option, but I will have to send out a stock check first(I have already done this) which can take up to full business daysThen, once we hear back from that and stock is verified, we will send you an email that contains the RMA instructions and a link to our site to fill out your credit card informationYou will then submit your information at that link and we will then place a hold on that card and ship out the replacement once we process that submissionOnce you get the replacement, you will then ship back the defective one, and once we get that from you, we notify the bank to remove the hold off your card.
If you are wanting to move forward with this, please let me know by replying to this email or on the Revdex.com site.
*** **Asus Corporate Customer Care Team/Escalations Specialist

Dear Customer,
I am extremely sorry for any issues this may have caused youAfter looking into you case a little more and checking on everythingI see that after this RMA that the unit was not repaired on, it was sent back in for another RMA after that and it was repaired under that RMA at
no cost to youSo with that being said, we have done the servicing you have paid forHowever, if you are still having issues with the unit, even at this point, then let me know and I will see if I can get a refund for youHowever, if the unit is in fact repaired now, then we have done what you have paid for and fulfilled our end of the agreementPlease let me know if you have any additional information or questions regarding this matter.
*** **
ASUS Corporate Customer Care

(The consumer indicated he/she DID NOT accept the response from the business.)Cordell is asking for a US address to which I have already providedThe USVI is part of the USI would like to see the warranty specifics which exclude US Virgin Islands from warranty serviceI don't believe I am being ridiculous with my requestI can drop the laptop off at any US Mail carrier to include FedEx,UPS or USMailI'm trying to figure out why this is being treated as an unreasonable requestI'd like some clarification***

Initial Business Response /* (1000, 5, 2015/11/06) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedI have reached out to the facility and requested that they replaced your unit with a new in box replacement under RMA number ***According to the
FedEx tracking number, your unit should be arriving at the facility MondayI should have no issues at all in getting this replaced with a new in box unit for all of the troubles you have had thus far
*** S
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm sorry it had to come down to think but being in school I do need a working laptopI am happy that it was resolved this way

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 very sorry about this issueWe will not be able to reimburse you if you purchase windows
nor we will be able to provide you a license
However, I happen to know that you can still get windows free from Microsoft, as long as you use assitive features/programsWhich can mean even using the magnifying glass feature to zoom in and see things largerI personally even use some of the features myselfBut it is also for people who use assistive programs for things they need for medical reasons/daily life
Here is a link from Microsoft regarding this matter:
***
*** **Asus Corporate Customer Care Team/Escalations Specialist

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***I am rejecting this response because: I paid for a new computer not a used one I will take a new one of the same modelSincerely,*** ***

Dear Customer,
We completely understand your reasoning for waiting for this to be resolved before closing the casePlease let me know if you have any other questions or concerns on this matter
*** **
ASUS Corporate Customer Care

Dear *** * ***,
I very much apologize for the issues you have experienced.
Based upon our system the RMA was closed and shipped back to you on 8/4/with FedEx tracking number ***
Please let us know if any further problems
I very much apologize for the issues
Best
Regards,
*** ***
ASUS Corporate Customer Care

Complaint: ***I am rejecting this response because: I was told by ***, a customer service representative, that a member at the facility holding my laptop would investigate the laptop's motherboard and determine whether the laptop failure is user or a faulty component on 5/12/This morning without any prior warning or acceptance of the terms, I was notified via an automated message, that the product was being returned to me unrepairedIf this is the final stance and action Asus takes on this matter, then Asus as a company has failed it's long standing obligation to quality and has brought to light the terrible customer service quality they provideI have used poorer quality laptops that are designed to fail, and made them last 7+ years in my careI also built computers for a living and used Asus motherboards and graphics cards in the pastSince I know Asus will see this, Asus; do right by your customers and follow through on quality control failures, because this clearly happens to be just that. Sincerely,*** ***