ASUS Computer International

Dear Mr*** * ***,
I very much apologize for the issues you have experienced.
Per our engineering team they have confirmed there are no known issues and or manufacturing defects which would cause this type of damage with this product and the type of issue you are having
However, since you are a valued ASUS customer ASUS has decided to go ahead and waive fees as a onetime courtesy and replace the product under the ASUS warranty
***, whom you spoke with yesterday is working on issuing a new RMA to have this processed in warranty
I very much apologize for the issues
Best Regards,
*** ***
ASUS Corporate Customer Care

Dear Customer,
I apologize for any inconvenience or frustration this may have causedLooking into this matter for you, I would like to offer you a 2nd RMA to have your unit replacedAs far as the replacement goes however, I cannot guarantee that it will be new in boxThey will
replace your unit with a factory re-certified unit, however, if they have no stock then it will possibly be a new in box replacementThat is again nothing I can promise you however. If you would like to move forward with sending in your unit for a replacementPlease let me know and I will get you all setup and even provide you a prepaid shipping label to cover sending the unit to usLet me know if you have any other questions or concerns as well.
*** **
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/10/01) */
Hello Customer,
I apologize for any inconvenience or frustration this may have causedThe unit being over a year out of warranty at this point deems it not eligible for an in warranty repairUpon purchasing the unit, you agreed to the
warranty terms and agreementsThe warranty term was for one yearOnce a unit is no longer inside that warranty term, and it needs a repair of some sort, you will be charged for repairsIf you would like to review the warranty terms, here is a link to them: http://www.asus.com/us/support/Article/675/
***
Asus Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firstly, you address me as customer and not by name and calling it a unit instead of computer, makes your response seem "copy and paste" rather than specifically addressing my concerns
Secondly, I never agreed to the warranty terms when I purchased the computerI was not aware of the warranty and no clear terms were noted
Most importantly, ASUS knowingly sold a defective product to its consumers and did not issue a recallIts deceptive practices have already lead to class action lawsuits (see Transformer Laptop) and continues its illegal activitySeveral users of this model of computer have complained of similar outcomes, most of them within "year"Despite multiple complaints, ASUS did not inform other customers of its product that there is a defect and offer to repair the computerInstead, it focused on its profits and scamming its customers out of $2,
I want the company to either repair its product, refund me, or publicly acknowledge its illegal practicesI'm not sure if another class-action lawsuit is necessary to force ASUS to do what is considered basic practice here in the USA
Final Business Response /* (4000, 9, 2015/10/12) */
Dear Customer,
I am addressing you as customer due to the guidelines the Revdex.com has laid outI am not to address you by your name or personally identify you in any wayI apologize for that if you were offended in any way
I am very sorry you might not have been completely aware of the warranty terms and agreements upon purchasing the unit, but that is not at our faultWe have our warranty terms and agreements publically posted online for anyone to view themThey are very clear on what is covered and what is not covered
Now, as far as you claiming we are purposely selling a defective product, that is incorrectWe in now way are trying to rip off customersI am very sorry you feel that wayNow, we have a manufactures warranty for a reason, if a unit happens to fail prematurelyThe warranty on your unit was a one year warrantyThat is what we have stated we will cover and the term your unit will be in warranty and eligible for in warranty repairThe point of failure of your unit, you were already outside of this one year windowSo, with that being said, if you would like the unit repaired, you will need to pay for an out of warranty repairWe have fulfilled out warranty and terms as we have stated we would
Now as far as a refund goes, I apologize for any inconvenience or frustration this may have causedWe understand your concerns however ASUS - North America (NA) is a warranty service center onlyASUS does not provide any type of credit, refunds, upgrades / model changes, or new retail box replacementsWarranty is limited to hardware repair onlyPlease contact place of purchase for these services
***
Asus Customer Care
Final Consumer Response /* (4200, 11, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sorry but you are incorrectA quick search of my model of computer suffering the same problem, a failed motherboardSome had it fail soon after receiving the item, fills like me missed the year windowFurther, ASUS made the computer so that it can not be repaired by a third party retailerASUS has had class action lawsuits in the past for selling faulty equipment, and it appears that it's the only way for ASUS to take accountability

Dear Mr*** ***,
I very much apologize for the issues you have experienced in regards to ASUS rebates
I emailed the rebate facility manager and he advised me Friday evening that the reward cards would ship within five business days. With that being said I would suspect that the cards
will be shipped no later than Friday of this week
I very much apologize for the issues
Best Regards,
*** ***
ASUS Corporate Customer Care

Dear Mr*** ***,
I very much apologize for the issues you have experienced.
Per our offline conversations via email which I have attached our last email exchange you have agreed to an upgraded replacement unit
If any further issues feel free to reach out to me via my email address
I very much apologize for the issues
Best Regards,
*** ***
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/09/09) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matterIt is ASUS policy to have a customer pay for one -way shipping to the repair facility on the first RMA
We do cover shipping on any subsequent RMA that is still experiencing the same issueASUS does not reimburse for any service rendered through another companyUnfortunately If the services you had received has not resolved the issues the only option is to send in for additional service however 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 service and repair
***
ASUS Customer Care

Dear *** *** ***,
I very much apologize for the issues you have experienced.
After review of the invoice the product purchased was purchased as USED-Like new and is considered refurbished. Since it was not purchased new in box you are only covered under the day refurbished warranty. Based on the invoice it was purchased on February 19, so the warranty would have expired on May 19, 2017.
Unfortunately in order to repair this unit there would be fees involved. We can offer a discount off the repair, however this would not be able to be covered in warranty
ASUS Warranty Terms Link: ***
I very much apologize for the issues
Best Regards,
*** ***
ASUS Corporate Customer Care

Initial Business Response /* (1000, 22, 2015/08/10) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
Currently I only show record of RMA attempts at repair USPCXXXXXX & USPCXXXXXXIf the customer has
record of a third, please supply that information for our record
We will be happy to cover shipping on the next service attempt to reduce the cost to the customer
Once the customer can supply the Third Rma number I will be able to contact the customer directly for service options
Best Regards,
*** M
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 24, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You're missing the initial RMAIt was refused delivery by ASUS for reasons that the online rep and Randy (on the support phone line) could not explainThat RMA was USPCXXXXXXThe reason ASUS may not be able to find it is because the RMA was filed under a different name - the original owner (who I built the machine for), has since passed *** (initials **)
To contact me directly, you may not have the correct information for doing so on that first RMAYou should have the correct information for me on the second and third RMATo ensure that you have the correct number for me, I will advise you that my number has the numbers and 7, with no other numbers between them, somewhere in itYou also have my email address on file, and you have emailed me RMA information before, so I can confirm that it is the correct one (it has my first name in it)I would greatly prefer to use email as my schedule may conflict with any attempt to contact me by phone, and it would also allow me some time to consider whatever service options are presentedAnother reason I prefer email is that it seems my phone is becoming rather dated, and many people express difficulty in understanding what I'm saying - with this process being an indication of where we're at, I'd prefer if communications are as clear as possible
I am selecting "no" to the question above for the following reasons:
1) The verbiage above indicates that there would, or at least could be, some cost to the customer (me)Given that this board is still under warranty, and no damage has been reported at either location (ASUS on either of the two RMAs that they did accept, or by myself in my dealings with ASUS or filing out this Revdex.com report), I do not see how there should be any charge to me at allThus, I do not accept any verbiage that indicates I may be shelling out more for a motherboard that works only part of the time
2) I stated in my filing that I would not RMA it again unless there was a guarantee of a working product that would not die again until the expected end of life for the productSuch a guarantee has not been offered by ASUSThe stance taken by ASUS produces nothing to indicate that they are not just kicking the can down the road until they no longer have toI appreciate that Jerrod wants to contact me directly to discuss further options, but a guarantee of some type here would go a long way in showing myself and others that you're wanting to do what is rightI understand that making such a promise is a tough one to make, but I also understand that malfunctioning hardware before EOL is the exception and not the rule, so you should be able to make such a promise with some confidence
3) Absolutely no mention of the HDthat has since died - from the "good" machineWhat of it? Regarding the HD(which was purchased at the exact same time as the motherboard from NewEgg - and is still under warranty), I have already replaced it with a competitor's cardso the only thing I would accept is something that ASUS has policies against - and I will not argue for that (I understand that policies aren't meant to be broken)Having said that, I may be willing to send the motherboard and video card in on an exchange of some type (I'll leave the details of such an exchange for negotiation, if such an exchange would be acceptable to ASUS - I don't know what, if anything, their policy says about those types of things - if it's against policy then consider the motherboard+video card exchange idea dead in the water)
4) I will be moving in the near future, though firm plans have not been made yet (end of the month at the earliest, end of next month at the latest) and I do not feel ASUS could have this resolved before the earlier time comesI feel it would be best to wait until after that happens to further this - if agreed upon by both parties
Being that I'm not sure what selecting "No" above actually means for this process, I will state explicitly that I'm not done hearing from ASUS, and from the sounds of it they may not be done hearing from me
Final Business Response /* (4000, 26, 2015/08/26) */
Mr ***,
We do apologize for the issues with this unit and do want to help you resolve the problemAt this time what we can offer is to have the unit sent to our repair facility and verify if the board is in deed badThe team who would be taking care of this would contact you via phone and email once they have done diagnostics on the productIf the product is indeed bad we will replace it and make sure it is fully functional before it leaves our facilityASUS will also cover shipping both ways as a courtesy
Best Regards,
*** ***
ASUS Corporate Customer Care
Final Consumer Response /* (4200, 28, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not sure if ASUS read my previous response at allAll indications show that they didn't, or they at least ignored what I've stated in all correspondence hereWith this pointed out, I'm done
It has taken months for ASUS to promise the same thing they've been promising since the startAs previous indications show, their promises are of little valueThey have taken my money, and offer no real resolution to the issues described above other than to continue to promise what has already happened three times but did not fix the issuesThey may be the winners in this because they forfeit nothing, but they're losing quite a number of customers in the processThese motherboards and video cards will be my final ASUS purchasesThey are clearly just kicking the can down the road until that magical date when they no longer have toThe buck stops here and nowI'm tired of the nonsense, and ready to move onThis is my final correspondence

Dear Customer, At this point a reship RMA has been setup to ship a replacement to youAs soon as the repair facility is able to, they will be shipping out a replacement monitorIt will be of the same model as I had informed you previouslyUnfortunately we had to wait for the *** claim to be processedIt was actually denied, however that was due to an error on our part so we are still shipping out the replacementI am hoping this will be taken care of in the next couple business days.Also, I wanted to clear this up as it appears there might have been some confusion on this matterI did not inform you, this is not being escalated above my department as it has beenWhat I was informing you is that there is no one above my department that you as a consumer are able to come in direct contact withMeaning there is not anyone that is above my position you can speak withI wanted to point out that I have also done what I informed you in my last response and made my superiors well aware of this matterYour feedback is very highly valued and greatly appreciated*** ** ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/10/08) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedWe understand your concerns however ASUS - North America (NA) is a warranty service center onlyASUS does not provide any type of credit, refunds,
upgrades / model changes, or new retail box replacementsWarranty is limited to hardware repair onlyPlease contact place of purchase for these services
Now, with that being said, we can provide you a prepaid overnight FedEx label to have you send in the unit again and I will be sure that you are not charged in any way for the damages and that they are fixed at no cost to youI am very sorry about this matterIf you would like to move forward with this, please let me know and I will be more than happy to get that all setupI will also need pictures of all damages so they can be documented
***
Asus Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Asus is the creator of the productThe place I purchased it will only offer a refund on the first daysSo your telling me Asus does not stand behind there products? I have had to deal with this problem for months and numerous lost dollars at the expense of my companyI bought a computer in May for my business and now it's October and I haven't been able to use it and I don't have the money to go buy another oneDo you know what that does to a small businessThis is ridiculousYou tell me your a repair facility?? Aren't you Asus? Creator of the laptop that sells it to retailers? You can't tell me you don't give refunds when you receive cash from all your retailersThat just a ploy to get out of standing behind your productAsus sells non working products to retailers then the customer gets screwedI don't want your product at this point it's not dependable and I can't afford to keep returning it to get it fixedThere are lemon laws preventing thatI lose to much money waiting on getting this computer to work
Final Business Response /* (4000, 15, 2015/10/16) */
Dear Customer,
We have already discussed the warranty and I have provided you a link to the warranty terms and agreements outlining everythingWe are doing exactly as it outlinesAs previously stated, you can send the unit in to be repaired free of charge with shipping providedI will need pictures of the damage as well, to document them before the unit comes in
***
Asus Customer Care
Final Consumer Response /* (2000, 17, 2015/10/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
These kind of platforms are a good way to hold companies like yours accountableI knew in the end Asus would not make things right for there customerI have read many complaints on here stating that factIf I would have seen these complaints earlier I probably would have bought Dell insteadBut by me speaking my voice and adding to all the complaints about how you treat your customers I'm sure it will probably steer people away from AsusI have been 100% honest on how I have been treated and dealt with so people can look at my complaint and make up there own mind and decide on whether they would like to take a chance of all this happening to themI will send my unit back to Asus againI expect things to be handled better this timeI want what I paid for and not a broken unitAnd I would hope it won't get lost or take months to fix it this timeThat being said if I am NOT satisfied I will reopen this and go even furtherSo now I need to know where to send it or what I need to do this time

Initial Business Response /* (1000, 5, 2015/12/07) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedAccording to our system, your unit's warranty ended on 5/11/With that being said, your unit is out of warrantyYou are saying you had issues before
the warranty was out, we do not have any record of you contacting us, until last weekIn case if our system or any of our records are incorrect, By any chance do you have your proof of purchase/invoice showing the date of purchase to be sure the system is correct with your warranty information? As if your warranty according to your date of purchase has just ended, I should be able to get you approved for a one time courtesy RMAIf your purchase date was in May of though, and our system is already correct with your date of purchase, then we will not be able to do anything for this matter outside of an out of warranty repair, requiring payment for the repairsI apologize Microsoft gave you some conflicting informationYour unit is an ASUS unit though, and you agreed to our warranty terms and agreements upon purchasing the unitMicrosoft does not have anything to do with our warranty policiesI apologize for any confusion
***
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have a receipt showing that the purchase date on 11/1/not MayI did not contact you before because when I went to Microsoft store in August 2015, they updated some drivers and the tablet worked for few daysBefore taking the tablet back I asked the employee at the store and she said if you run into the same problem even after the warranty expires we'll take care of itI trusted the employee because I thought Microsoft and ASUS are very reputable companies and won't cheat me for a tablet but I guess I was wrongEven though the tablet stopped working after few days, I just didn't get a chance to go back to the store and at my first visit I was never told to contact ASUS for any warranty issues/repairsI was told to come back to Microsoft storeIf I was told at the time of sales or the first time I went it in for the repair, I would've called ASUS; I even asked Microsoft employee that I would like this to be replaced as I know the warranty would expire in a month or so I don't want to run into a situation where I have no warranty and tablet won't work either but I was assured I wouldn't happen and now I am at the that placeSo long story short, in my opinion the confusion was created because ASUS wasn't thorough enough on the training on how to sell their products at a different retailerI would really like to request for a re-consideration and would like a replacement as this is not my fault that a company like ASUS wasn't and didn't communicate enough to inform the customers about their product during the sale cycle
Final Business Response /* (4000, 9, 2015/12/14) */
Email Sent To Customer Directly:
Dear Customer,
I apologize for any inconvenience or frustration this may have causedI am terribly sorry for the confusion regarding this matterWe do not train the employees at any of the stores that sell our products, that is the stores responsibility to properly train their employeesMicrosoft being such a close partner with us, they should have been familiar with our warranty and informed you of how to go about getting warranty servicing on our productIn no way is this a fault of ASUS, as we are not MicrosoftHowever, I do apologize for this misunderstandingIf you can provide your proof of purchase showing you are just outside of your warranty, I will approve a one time courtesy out of warranty RMA on your unit
***
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 11, 2015/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The business did offer warranty repair after presenting them with the proof of purchase

Initial Business Response /* (1000, 7, 2015/08/03) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
As of 7/16/the tracking number shows that M*** signed for the packageWe have received no further
correspondence from the customer regarding the shipment
Best Regards,
*** M
ASUS Customer Care
Initial Consumer Rebuttal /* (2000, 9, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
consumer beware when dealing with ASUS technical and customer supportI assume they give you the run around hoping that the consumer fails to follow thruI personally will be eliminating future purchases with the ASUS Brand name due to the struggle with this warranty claimOver months and dozens of emails and calls to get a product that works, but not sure how long as it is refurbished unit

Initial Business Response /* (1000, 5, 2016/01/18) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedI am extremely sorry for the delay on this matterIt does appear your unit has been waiting for partsHowever, you should not have to wait this long at
allAt this point, I have reached out to the facility requesting an ETA on parts or for them to just replace this unit for you due to the long delayI understand your frustration completely regarding this matterDue to the delay, I have asked them to please upgrade the return shipping to overnight to get it back to you as quickly as possiblePlease let me know if you have any other questions or concerns
*** S
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It has been days and my repair status still says, "waiting for parts"
Final Business Response /* (4000, 15, 2016/01/28) */
Dear Customer,
I am extremely sorry that whoever you spoke with was unable to provide you the tracking information, as I am not sure why they were not able toI would have informed you of that information if I knew you had not already beenAt this point however, it does appear the unit was delivered to you yesterday on 1/27/under FedEx tracking number XXXXXXXXXXXXPlease let me know if you have any other questions or concerns
*** S
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 17, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/01/27) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedLooking into this matter for you, it appears here was a shipping issue with the first unit and you did not receive itHowever, we have a replacement ready
for you to replace that unitAt this point the replacement unit for your case has hit shipping and already been assigned FedEx tracking number XXXXXXXXXXXXThis means the unit will be shipping out todayIf you check right now, you may not see an update on that tracking number until the unit is picked up by FedEx from the facilitySo, at this point everything should be good to goPlease let me know if you have any other questions or concernsI am again sorry about this mess
***
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DO NOT ACCEPTThe product being shipped is not a Z97-I Plus motherboard as noted below
I contacted the Motherboard support line to advise them that they had shipped a "STRIX GTX970" Which is a VIDEO CARD! It is this product listed herehttp://www.newegg.com/Product/Product.aspx?Item=N82EXXXXXXXXXXX
I do not own an Asus Strix GTXvideo cardThe serial number also does not match the MOTHERBOARD I sent in for repair which is a Z97I-PLUS Serial number E6M0CSXXXXXX
Dear ASUS Valued Customer,
Your RMA is scheduled for shipment todayYou may check status with the courier directly for estimated delivery date; however please keep in mind that the courier'swebsite may not be updated until after 7pm PST depending on the actual pick up time of your RMA
Infomation
Customer XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
Rma# USPCXXXXXX
Repair Center ASUS/ASUSTeK COMPUTER INC
Shipping Carrier FEDEX STANDARD
Tracking# XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
Product Type Card
Received Address *** XXXXX
PRODUCT INFORMATION
SERIAL_NO PRODUCT_TYPE PART_NO PRODUCT_DESC MODEL PROBLEM
F9C0YZXXXXXX Card 90YV07F0-M0NASTRIX-GTX970-DC2OC-4GDGTX970/C2004PM RESHIP-USPC5C4948(RTS) Return to sender other: shipper request Would like to Utilize ADP? No
Final Business Response /* (4000, 9, 2016/02/03) */
To Whom It May Concern,
We are already aware of this matter and are working with the customer directly to get this taken care ofCustomer has been provided a new RMA to send the card to us, and once we can track the cards tracking number to see it is on the way, we will be sending the customer the correct item, a Z97I-Plus motherboardPlease confirm with customer
***
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 11, 2016/02/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received my z97i-plus board on the 8th and it is in working order

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

Initial Business Response /* (1000, 5, 2015/08/07) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
Could we please have a copy of the statement showing the chargeI will escalate this to our payment
department
Best Regards,
***
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 10, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have e-mailed all the transaction information
Final Consumer Response /* (2000, 13, 2015/08/14) */
Please CLOSE case number XXXXXXXX, bank had STOPPED the pending chargeCLOSE case XXXXXXXX

Initial Business Response /* (1000, 5, 2016/01/08) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedI am extremely sorry for the way things have gone for you prior to thisI have reviewed the calls and I have notified the correct department to have the
supervisor looked into for the way you were handledI completely understand your frustration
Now, as far as your unit having that issue, it honestly sounds like a Microsoft issue with WindowsPossibly a bug of some sort, as there wouldn't be any reason hardware would be causing this problemI do deeply apologize about this issueIf you have this issue again or any other issues for that fact, please call into my customer care team at XXXXXXXXXXI can ensure you that we will take care of your appropriatelyI am again sorry for this matterPlease let me know if you have any questions
*** S
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2016/01/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***I am rejecting this response because the computer repair I paid $for on Nov 4/was not done Therefore, I am again asking that my payment be reimbursed
Thank you for your attention to this matter
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/06/26) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
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 reseller
We are willing to cover the shipping for the product to come back in for service
Best Regards,
*** M
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
this product was returned to your office previously and fixed prior to me filling the complaintThat fact of the matter is I spent $on a product that isnt working properlyI tried to take it back to the reseller, but because it was past the days for a return they would not take it backI am very frustrated and unhappy with the customer services you have provided and with the product it selfI would like a new unit or a refund
Final Business Response /* (1000, 15, 2015/10/23) */
Dear Customer,
I am very sorry about the issues you have had with this device and the long delay on this case as wellI see that you are requesting 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
You can read the full warranty disclosure in this link: http://www.asus.com/us/support/Article/681/
With that being said, what I can do for you is provide you a prepaid shipping label to send the unit in again and have the unit repairedI understand you are not the most comfortable with that, but we are standing behind our warranty and offering the services that it outlinesIf your unit is received and it is not able to be repaired, we will replace the unit at that pointPlease let me know if you would like to move forward with the RMA and I will get this all setup for you accordingly
*** S
Asus Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/08/13) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
We are willing to offer a free of cost service as a one time courtesy, the customer will receive a shipping
label and RMA information on how to proceed
Best Regards,
***
ASUS Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)