ASUS Computer International

Dear *** ***,
I very much apologize for the issues you have experienced
Unfortunately damage does void the warranty as ASUS does not cover damage under the ASUS Warranty and terms.
ASUS Warranty Terms - ***
However, I do see as of
8/8/the fees were waived as a onetime courtesy and repair will continue on the unit
I very much apologize for the issues
Best Regards,
*** ***
ASUS Corporate Customer Care

Initial Business Response /* (1000, 7, 2015/07/30) */
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
Currently we show the customer only had one repair attempt around 2015/06/We request the customer provide any service numbers related to the product serviced
Best Regards,
***
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 9, 2015/08/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There have been FIVE repair attempts on my machine which ASUS is fully aware of, since I have shared the repair information with them previously all ending with the machine not working
The repairs I have are as follows:
RMA#USXXXXXXXX; 2/11/Sent in through local computer shop (not reseller); Unit was returned exhibiting same problem it was sent in to repair
RMA#USXXXXXXXX; 4/8/continued problem caused HDD failure, computer was sent in through local computer shop again; HDD was replaced, but unity exhibited same problem that caused original issue
RMA#***; 4/25/Unit was sent in to Asus by local computer shop a third time, ASUS returned unit to shop, shop found that problem was still an issue and sent it BACK to ASUS, I didn't get the computer back until 5/25/15, at which point the original (purchased new) model was replaced with a refurbished model without my consent
RMA#USXXXXXXXX; 6/4/I contacted Asus directly to discuss my issue, explained the number of times it had been sent in, the fact that this company's service has been, frankly, disgustingAt first, I was told that escalating it WOULD get me a refund, and then "*** Z" insisted that was something ASUS did not do (despite me being told such AND the number of cases I found through google of people with similar issues getting a refund because this is 100% Asus selling a faulty product and utterly failing to repair it properly)*** * was rude in his email correspondence, ignored my requests to speak to his supervisor when he refused to hear my issues, and attempted to tell me that my two-year warranty had expired despite having another year left in itIn the end he forced me into another repair orderI sent the computer in (with a box that I was forced to purchase, since ASUS did not provide shipping materials, only the shipping label)It came back exhibiting the SAME ISSUE still
The serial number for the unit for the first three RMA#s was DCN0CXXXXXXXXXB
The serial number for the refurbished unit that I was sent without being informed is ***
Asus is, also, lying by saying that they only have one repair on recordI sent Asus the PDF copies of the repair orders through the repair shop, with all their RMA#s already (again, working with *** Z)I also sent in a copy of my original receipt of purchaseAsus is FULLY aware of how many times I have asked them to address this issue
The only number I never gave to ASUS was the warranty serial number, because I could not find itI have found what I think is the warranty provided with the original purchase (Which was made in August, 2014), and the number on that sheet is ***
Asus has had FIVE chances to repair my computer and have failed each and every time, in the end sending me two different units that both had the same problemI refuse to accept anything less than a refund at this point because they have proven they AREN'T capable of providing the service provided by my warrantyThe reseller has stated that the reason they sell a two-year warranty on these products is because ASUS will not let them do any kind of serviceIt is ASUS who has provided no service, ASUS who has been incompetent, and ASUS who are at fault
Final Business Response /* (4000, 11, 2015/08/14) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
Unfortunately 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 warranty service and repair
What I can do is have the unit brought in to our facility, and if we have the available stock we will issue a replacementIf there is not stock, you will be subject to standard RMA serviceI can cover the cost of the shipping and expedite the shipping type to make the service a little less painful
Best Regards,
***
ASUS Customer Care
Final Consumer Response /* (2000, 13, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Since ASUS has made it clear that they have absolutely no interest in providing proper customer service, despite selling a faulty product line where this issue has been reported numerous times by myself and other customers, I have no choice but to accept this
I will accept the paid shipping to an Asus facility for my computer to be repaired, as per the warranty I have on it, but I honestly won't be surprised if it comes back still malfunctioning

Complaint: ***I am rejecting this response because:you didn't offer refundAs an attachment I am sending a screen shot of my purchase with ASUS and also an invoiceSincerely,*** ***

Initial Business Response /* (1000, 5, 2015/05/07) */
Dear Customer,
Warranty start date was 2014-1-9, the warranty end date was 2015/1/The unit is currently out of warrantyThere is a month gap between RMA number *** and USXXXXXXXX showing the product functionedIf you would like
to review the warranty agreement, you may do so here: http://www.asus.com/us/support/Article/681/
If you would like to proceed with an out of warranty repair, you may send the unit and you will be quoted a repair price
Best Regards,
*** M
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello ***
I understand the warranty is up
The reality is that I bought a high-end $1,laptop that needed to be fixed three times in one yearI have never had this many issues with a computer
I don't believe it was ever fixed the first two timesThe motherboard you installed was used probably 8-hours and then DIEDAGAINThe chances of two boards breaking in that time is very slimAgain, this makes me believe that the issue was never fixed the first timeThere is something else causing these boards to failI don't want to pay for these repairs because I have no confidence that changing the motherboard will solve the issue
This computer is not movedIt simply sits on a deskIt worked one day and two months later it was totally deadIt was not plugged in so it wasn't a power surge
The only thing that Asus is doing is telling me the warranty is upThey offered nothing in good faithMaybe cover labor and half of a new motherboardNOTHING! By not doing nothing for me you are saying that you do not stand behind your repair or your product and accept the fact that Asus motherboards last for months of very light use
Do SOMETHING for me instead of telling me the warranty is upIt's a shame because when it is working, I love the computerIf I would not have had these issues OR if you would stand behind your product I would have bought another one in a few yearsInstead you have chosen to quote dates and tell me I'm out of luckYour policy is black and white and flat out bad businessThe internet is littered with your bad business policies and many similar stories to mine
My only mistake was not using this computer enough during the warranty period for it to fail sooner
I'm willing to meet Asus halfwayIf they waive labor ($50) and cover half of the motherboard ($350) I would consider it a fair outcome
I appreciate your reconsideration
Thank you
Final Business Response /* (4000, 9, 2015/05/21) */
Dear Customer,
Currently I am looking into what costs can be adjustedI understand the frustration this has caused, and want to apologize sincerely for suchI am looking over your parts availability and will be in touch again soon with an update
Best Regards,
*** M
ASUS Customer Care
Final Consumer Response /* (4200, 11, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think we are heading in the right directionI haven't heard back from Asus yet

Complaint: ***I am rejecting this response because:
Since I purchased a Dell laptop after waiting weeks for the Asus laptop to be repaired, I have no desire or need to resume the futile exercise of shipping Asus devices, new or old, for repair Further, there is no guarantee whatsoever that a new Asus device would not result in the same bad end, a protracted cycle of wasted time, energy and resources
Finally, I cannot believe that a global firm like Asus lacks the resources and/or ethics to refund an unfulfilled repair fee paid in good faith Consider what this says about your company Kindly refund the $I am owed
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/05/07) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedThe product mentioned has a warranty end date of 12/16/The first RMA USGXXXXXXX they found the Motherboard and VGA card were defective and were
replacedThe second RMA *** they found a power delivery failure, and that could include CPU and/or motherboardThere cannot be a guarantee made that it will not happen again due to the myriad of dynamics that all end users are subject toFor example, an unexpected power loss is out of manufacturer's controlAn act of god, such as a fire or flood could also keep from giving a guaranteeIf this was a product model specific issue there would be a vast influx in volume reporting the exact issueThe product is out of warrantyIf repair is sought out, one would have the option to send product back in for repair and will be quoted a price of labor, cost of parts, and shipping both ways
Best Regards,
*** M
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response
The explanation you have provided in that brief response is what I have sort from ASUS for a very long timeI am glad yous say this is not a model specific issue but it is hard to belief that you would say otherwise
What exactly to do you mean when you say power delivery failure?
As far as I can tell, power was being delivered to the system because I could here the hard drive spinning and the lights in from where shinning
So your technicians do not even know for sure what is the problemThis explains why it was suggested that I replace the whole device
At least you concede that the motherboard which was defective and replaced in USGXXXXXXX is one of the replaced parts that have can be responsible for the failureI am certain if it failed due to water, fire or/and act of GOD the diagnosis would have been very swift and conclusiveI know this because I have own other electronic products which have suffered permanent damage as a result of an act of GOD or accident
This is clearly not the case with what happened to my notebookI left the notebook unplugged and unused for about months (this is not what all users do) and when I finally turned it on and it completely failed to start and it exhibited the exact same behavior that it did when it failed the very first timeThat puts to rest issues of power failure and acts of GODPut yourself in my shoes for a minute and without being the business that you are: imagine what crosses your mind
If you tell me it failed because of lack of use then that's understandableHowever motherboards,cpu's and VGA cards should not fail because of that
What is Asus policy after it performs majorDear Asus,
Thank you for your response
The explanation you have provided in that brief response is what I have sorted from ASUS Tech's support facility for a very long timeI am glad you say this issue is not a model (G75VW series) specific issue but I personally find it very hard to belief that Asus would say otherwise and volunteer such image tainting figures
I am not entirely positive that I understand when you say my well-built fighter jet looking G75VW series gaming notebook is suffering from a power delivery failure? Could you be a little bit more specific?
As far as I can tell, power is being delivered to the entire system because I could hear the sound of the hard drive spinning and see the lights shining in front of the device
It seems a very frightening and plausible conclusion that your technicians do not even know for sure what the problem isIt could be that the whole notebook went caput due to improper repair and it was a disaster in the makingIt could be many things like you mentionedYou better place to tell me why it happenedUnfortunately the issue is summarized in a single generalized phraseAsus repair facility suggests at first that there are no parts to repair my notebook and that parts are backordered and only come back with I need to replace the whole device with an exorbitant priceThis only happened because I insisted and waited for months for word from Asus to know exactly the root cause analysis of this ugly and persistent issue that is reoccurring with my G75VW series notebook
And even after writing to the Asus CEO *** *** in your co-operate office to explain a breakdown in the process and communication between end-users and Asus, that feedback mechanism also proved in adequate
At least you concede that the motherboard which was defective and replaced in USGXXXXXXX is one of the replaced parts that can be responsible for the current failureI am certain if it failed due to water, fire or/and act of GOD the diagnosis would have been very swift and conclusiveI know this because I have own other electronic products which have suffered permanent damage as a result of an act of GOD or accident
But, this is clearly not the case with what happened to my notebookI left the notebook unplugged and unused for about months (this is not what all users do) and when I finally turned it on and it completely failed to start and it exhibited the exact same behavior that it did when it failed the very first timeThat puts to rest issues of power failure and acts of GODPut yourself in my shoes for a minute and without being the business that you are: imagine what crosses your mind
What is Asus policy after it performs major system repairs such as replacing two or more critical components e.gmotherboard, VGA and CPU which are defective? Each of those components alone represents a significant portion of the genetic makeup of the notebookFor example the notebook can still function properly without the Comb CD/Blu Ray player and it can still function without a NICI am interested to know and so too I belief are the current and future buyers of Asus products
If you tell me my flagship gaming notebook failed because of lack of use then that's understandableHowever motherboards, CPU's and VGA cards should not fail because of that
In order to help us resolve the issue did the Asus Techs replace the motherboard and VGA card including all that was replaced the first time to make sure none of the same components have failed again? I only say this because we can eliminate the guessing game of what might be the problem and deduce what the exact problem is?
I understand sometimes it may be difficult to find the cause which is why I am ready again to ship out at my own expense the notebook and have your Tech support do a thorough job and check it outIf we find the correct issue that it may certainly reduce Asus expenses and mine and negate replacing the whole notebook and necessitate replacing only afflicted and affordable parts
I am waiting expectantly for your reply
system repairs such as replacing two or more critical components e.gmotherboard, VGA and CPU? which are defective?
In order to help us resolve the issue did the Asus Techs replace the motherboard and VGA card including all that was replaced the first time to make sure none of the same components have failed again? That way we eliminate the guessing game of what might be the problem?
Besides that it may reduce my expenses from your recommendation which is to replace the whole notebook to just replacing affordable parts
Final Business Response /* (4000, 10, 2015/05/21) */
Dear Customer,
Again we do sincerely apologize for the inconvenience caused relating to this matter; however, the specifics of power delivery you are requesting can be interrupted from a lot of dynamicsJust because the product receives power does not necessarily mean the product is getting enough power to perform its functions
Capacitors can fail and cause this issueThese failures can consist of temperature instability, low insulation resistance are a couple of examplesWhich in turn can affect power deliveryOverstressing the system with applications can cause this type of failure, again an example to meet the specifics you are requestingStatic electricity is also one of the main causes in a failed power delivery scenario, again something the user or manufacturer can minimally impact that dynamic
Anytime the product is sent in and hardware is replaced, the item receives a day hardware warranty that runs parallel to the existing manufacturer warranty
Your desired resolution does not comply with the warrantyI apologize but there is nothing further we can doIf repair is sought out, one would have the option to send product back in for repair and will be quoted a price of labor, cost of parts, and shipping both ways
Best Regards,
*** M
ASUS Customer Care
Final Consumer Response /* (2000, 19, 2015/07/13) */
Just a quick update:
After months of frustration, I finally opened the FedEx shipping box Asus mailed my unrepairable laptop inTook the notebook out with the intention of having it checked out and possibly repaired by my local computer repair shop
Asus diagnosed the laptop with having a bad VGA component (so says the report that came with the laptop) but as soon as the computer repair technician hooked it up and pressed the power bottom everything booted right up
It has been a month and I haven't seen any issuesI guess the laptop needed a good knock around in shipping boxes for things to fix itself
I am still not satisfied with Asus handling of this matter

Dear Customer,
I am extremely sorry for all of the issues this has caused for youI understand your frustration completely and tried to get a battery sent to youHowever, due to this matter, what I can do is setup a new RMA for you to send that unit in for a replacementI can check with our stock department first to see what replacement models we have available to replace your unit with and be sure it is a more comparable unit to your originalI will provide you the specs of that unit and as long as you are ok with it, then I will provide you an overnight shipping label to send your current unit in to get the replacement unit sent out as soon as possibleI will also request that they ship out the replacement overnightAnd of course all of this will be at no cost to you as you can ship your unit back with the label provided and with packaging from previous RMAPlease let me know if you accept this offer and if you do I will check with the stock department and then provide you the details via email directly to get you all taken care ofLet me know if you have any other questions or concerns
*** **
ASUS Corporate Customer Care

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. Due to the aggravation this issue has caused me, I will only accept a new, upgraded unit, not a "refurbished" recertified unit. I would have preferred to have my money back and to pick out my own laptop; however, since ASUS says this is not possible, I feel the only avenue I have is to accept their terms.Sincerely, *** ***

Dear *** ***,
I do very much apologize for the delay and bad service you received from our support team
Looking into the RMA I see that the RMA is in a wait status due to the card you sent in for repair was deemed defective. Unfortunately at this time our repair team is
working on securing the same model replacement. I have however emailed them and advised that this is a Revdex.com complaint and to see if I can estimated time for completion. It is unfortunate, however these issues do happen sometimes.
For the inconvenience I would be happy to extend the warranty an additional three months based on the purchase invoice if you can provide as an attachment via the Revdex.com
Again I do very much apologize on behalf of ASUS and please let me know if any further issues
Best Regards,
*** ***
ASUS Corporate Customer CareTell us why here

Initial Business Response /* (1000, 17, 2015/08/10) */
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
Currently we only show one attempt at repairIf the customer would like to have the product sent in for service, we would be happy to set up RMA and a pre-paid shipping label to make the process a little less painful for the customerIf the customer accepts the resolution, we will start the process immediately
Best Regards,
***
ASUS Customer Care

Initial Business Response /* (1000, 5, 2015/08/18) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
Please contact our support at X-XXX-XXX-XXXX so they can troubleshoot to a root causeI currently show no
records of attempt to seek out supportIf the item is under warranty the cost of repair will be covered, if the item is out of warranty you will be subject to out of warranty costs
Best Regards,
***
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This a generic response to my complaintBefore I contacted the Revdex.com, I contacted ASUS support concerning this matter on July 26, 2015; case id:WTMXXXXXXXXXXXXXXXXX and ASUS CASEID=RTMXXXXXXXXXXXXXX-XXX***never looked up my complaint what so everHe simply copied-paste and pressed sendI was corresponding with *** ***, who basically stated the same thing as ***Asus is still refusing to take responsibility for putting out a corrupted BIOS that bricked my laptopRegardless of the age of the laptop, it was in relatively "good" working order bthe bricked BIOSIf a bad windows application were installed; I would have the option to either uninstall it or do a full blown reformat and reload the OS(at no cost)But how do you recover from a bricked BIOS that he manufacture put out? You pay the manufacture more money to fix a problem that they themselves caused!
Final Business Response /* (4000, 9, 2015/08/27) */
Dear Customer,
we have collected no data that would suggest that there was any issue with any BIOS update that was released for the X53EIt would seem that there was an error in the system during the BIOS update that would have left it in an unusable conditionAt this point I can create an RMA for out of warranty repairs that would come with a quote for repairsI can make sure that the quote would not include labor or shipping feesIf this is a suitable resolution, I will initiate the process
***
ASUS Customer Care
Final Consumer Response /* (4200, 11, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Anything short of my initial "Desired Resolution" is not acceptable!
In addition; the following RMA story is typical of what others have experienced in dealing with Asus's customer service***/

Dear *** ***,
I very much apologize for the issues you have experienced. I have issued a new RMA for a replacement unit. The replacement will be refurbished with AC Adapter. The RMA number is *** and shipping instructions and pre-paid shipping label has been sent to
your email address
Once we receive and key in the unit the process usually takes 7-business days to process out
I very much apologize for the issues
Best Regards,
*** ***
ASUS Corporate Customer Care

Initial Business Response /* (1000, 10, 2015/12/01) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedAt this point this unit is long out of warrantyThe initial warranty on the unit was a year warrantyI understand you have paid for some repairs after
that fact as the unit was out of warrantyEach repair does have a day warranty on the repair, however, the last RMA on this unit was almost months ago at this pointMeaning the unit would be out of warrantySo therefore, if you would like to have this issue resolved, you will need to send the unit in and pay for the repairI can setup the RMA and provide you a prepaid FedEx label to cover the shipping
***
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 12, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I already paid $to ship for this "repair" that I would like reimbursed for, and I also just for RMA ***, and I also just received an invoice to pay $for a replacement hard driveWhy am I being charged for a hard drive when I sent my laptop in for a power issue regarding the charge port/charger of my laptop?
Final Consumer Response /* (2000, 16, 2015/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is an ideal resolution, as long as you guys tell me which Hard Drive has gone bad (like I asked in my Asus dispute but have yet to receive a response on)
Final Business Response /* (4000, 21, 2015/12/16) */
Dear Customer,
According to your units specifications, unless you added a secondary HDD, this unit only has one HDDSo it would be the main HDD in the unitPlease let me know if that clears this up for you or if you happen to have any other questions or concerns
***
ASUS Corporate Customer Care

Dear ***,
I have reached out to everyone that I possibly can to be sure this happens prior to the unit shipping outBeing as this is a new in box replacement, the packing should be opened when you receive it and that will be a clear indication right off the bat if it was updated or notUnfortunately we did not have new stock of your unit at the facility I am located or I would have done it all myself to be 100% sure you are good to goI am staying on top of them though to be sure this happens
*** **
ASUS Corporate Customer Care

Dear Customer,
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
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 no be able to replace your product with another product, we can only replace your motherboard with a motherboard.
*** **Asus Corporate Customer Care Team/Escalations Specialist

Initial Business Response /* (1000, 5, 2015/10/22) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedIf you do have the invoice from the last repair and can provide that to me, I will ask that the repair facility repair your unit for the same costI
completely understand your frustration as well and would like to get you taken care ofIf you can provide that to me, please do and I will get this going for you as soon as possible
***
Asus Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your responseAs your response does not specifically express how this will be handled I cannot accept
Furthermore, this response action does not allow me to provide previous and last invoice information as you requested and further details of how I can send this to you will be required
Furthermore, to show even more middle ground on my part and to save labor and shipping costs for both partiesI would accept purchasing just the integrated N71JQ mother board at the last cost months prior
Thank you
Final Business Response /* (4000, 25, 2015/11/23) */
Dear Customer,
I am extremely sorry about this matter, as they should have seen my clear notations in your caseI have just contacted the facility and reiterated my notes to them making it clear how we need to handle this matterAt this point, you should be getting another quote shortly that has the correct amount that you had paid beforeI am again very sorry about this and am making sure this gets handled correctlyPlease let me know if you have any more questions or issues
***
ASUS Corporate Customer Care
Final Consumer Response /* (4200, 27, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The process to a resolution is underwayHowever, I will be happy to close this case upon receipt of my laptop back in working orderFor now I wish to keep this open as unsatisfactory but fully expect a proper timely outcome

Initial Business Response /* (1000, 10, 2015/06/23) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
Please contact the notebook service department at X-XXX-XXX-XXXX and have them troubleshoot to root cause,
and set up a warranty service repair if necessary
Best Regards,
***
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 13, 2015/06/25) */
Sill no Answer from ASUS
Final Business Response /* (4000, 22, 2015/08/20) */
8-19-
Sent via email from ASUS:
***(PTSI)
Hi ***,
This customer stated she no longer wanted support and denied further communication from us
Best Regards,
***
Final Consumer Response /* (4200, 24, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Laptop already fixed
I called ASUS many time but no response
I had to pay $for some one to fix my Laptop

Initial Business Response /* (1000, 5, 2015/06/12) */
Please provide me with the case number of the service call that you had with our ASUS support repI would like this investigated
As for the repairIf the unit is less than a year old, I do not see why we would not be able to cover it and
repair free of charge, unless there is physical damage to itOur repair turn around time is usually 7-business days so I am also not sure why they would quote you such a long wait
I have reason to believe that you may not have contacted an authorized ASUS support numberPlease provide me with the number in which you calledI will have this matter investigated and we will get your notebook in for servicing

Initial Business Response /* (1000, 5, 2015/06/03) */
Dear Customer,
Per our records you are undergoing a claim with UPSDo you have any information regarding the claim process?
Best Regards,
***
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/06/04) */
(The
consumer indicated he/she DID NOT accept the response from the business.)
The service center threw away the packaging making the judgment that it didn't appear damaged in shippingUPS can not do an inspection without the packaging or even pick it up from the service center without itTHAT Means ASUS has taken away my ability to file a claim with UPSI know that I did not send in a tablet with a broken screen and if the service center claims the packaging was not damaged, that leaves only the option that it was damaged in the facility while it was "lost" for days between UPS received date and the date that was changed as having been received by asusI have currently asked the service center to return the tablet and we are deciding if we should file legal action against ASUS
Final Business Response /* (4000, 9, 2015/06/15) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
With this information regarding the claim, I will need to update your caseBeing that the claim was not able to be processed, we will need to find another process to proceed withI will be in touch as soon as possible
Best Regards,
***
ASUS Customer Care
Final Consumer Response /* (4200, 11, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well, after being lied to once again by the call center, my tablet was returned to me yesterday un-repairedI called about a week and a half ago and was told there was a code in the system indicating that the head office was trying to decide if they were sending a new/refurbished unit or repairing mineI was to wait by my phone for a call because someone would get in touch with me shortlyHe even went so far to say that he put me on hold so he could run upstairs and ask that they move quickly to find a resolutionI wait a week with no word and call againThis customer service agent informs me my table has shipped back to me and he has no record of the type of code that was supposedly there during the last callWhat a bunch of blatant liars!!!! If you truly record the conversations then you need to start reviewing them and reprimanding your employees for thatunless that's part of you training which at this point I would not be surprised

Initial Business Response /* (1000, 5, 2016/01/11) */
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, your unit was replaced at the facility and should be shipping in the next day or soI deeply apologize for the way things have gone prior to this matterI completely understand your frustrationPlease let me know if you have any other questions or concerns
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ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I understand that I did not buy the laptop from Asus, (Asus does not sell their computers directly to customers) I purchased it from the "Microsoft Store"When My laptop began having problems for the second time, I contacted the "Microsoft Store", to see if they hold any responsibility for the products they sell, and they do for only daysAfter everything I have been through with Asus, I do not want a product of theirsI would like my money back to buy a laptop from someone else
Final Business Response /* (4000, 18, 2016/01/25) */
Dear Customer,
That was just a mistake on my part on the response through hereI deeply apologize for that matterThe unit was replaced with a new in box unit
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ASUS Corporate Customer Care
Final Consumer Response /* (2000, 22, 2016/02/01) */
THIS CASE HAS FINALLY BEEN RESOLVEDTODAY I RECEIVED A NEW IN BOX LAPTOPTHANK YOU SO MUCH FOR YOUR HELP!