ASUS Computer International

Initial Business Response /* (1000, 5, 2015/06/16) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
Your item has bent socket pins, the warranty you purchased does not cover any physical damage whatsoever
If you would like to have the item repaired, you will need to pay the out of warranty repair cost
If you are the shipper and paid for the cost of shipping to the repair facility, you are the party responsible for filing the claimIf you do not have the tracking receipt, you will have to follow up with FedEx
Best Regards,
***
ASUS Customer Care

Dear Customer,
I am extremely sorry about the delay on this matterI have reached out directly to the rebate company that we use to get this approved and mailed out to you asapI again apologize for the delay on this matter
*** **
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/08/26) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matterI do not show in our system that you have ever contacted ASUS regarding support for this productI would
advise calling our technical support team at X-XXX-XXX-XXXX to see what we can do to resolve the issue with your product
*** Z

To Whom It May Concern,
I have already been working with customer outside of here and will be working with them until they are taken care ofThey have received their computer back as I have confirmed with them, however, it is possible the hard drive has gotten mixed up with someone else'sMy superiors are already looking into this situation and I am awaiting a reply from them on how exactly we are moving forwardI have conveyed all of this to the customer as well and will continue to help them until this is resolved.
*** **
ASUS Corporate Customer Care

My reply to customer on Revdex.com site.
Dear Customer,
I deeply apologize about this matter and the issues you have had thus farLooking into this for you, I have approved the shipment of a free of charge adapter to be sent to you for your unitThey are locating one and will be shipping it
out to you as soon as possiblePlease let me know if you have any other questions or concerns.
*** **
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2016/01/04) */
To Whom It May Concern,
At this point the customers package was actually picked up for inspection by UPS on 12/Please confirm with customer
*** S
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.)
UPS inspected the package, that is trueHowever, the monitor was sent back to me WITHOUT the stand, WITHOUT the power cord, improperly packed, WITH NO NOTE WHATSOEVERAnd it turns out that the scratches were minimalI repeatedly asked for a link/email to send my original invoice so that they would fix the original warranty issue (NOT THE SCRATCHES ON THE MONITOR), never got any response, never was offered the option to fix the warranty issue and send back to me, scratches or notNOTHINGI am very unhappy with the extremely poor service from ASUSI have no idea whether they even tried to look at the warranty issue, and with no stand and no power cord, it's useless anyway
Final Business Response /* (4000, 10, 2016/01/13) */
Dear Customer,
I deeply apologize for this matterAt this point I would like to offer you a one time courtesy free of charge repairI will setup a new RMA for you and email you directly all of the RMA information as well as a prepaid FedEx labelYou can ship the unit in using that label and the unit will be repaired free of charge at the repair centerI will also ask them to include a stand an adapter as well, since yours was not returnedPlease let me know if you would like to move forward with a free of charge repair, and I will get you all setup and taken care of
*** S
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 12, 2016/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will gladly accept the ASUS offer of a new RMA and prepaid FedEx label and repair free of chargeI just want to point out that I originally sent the monitor in for a problem covered under warranty no signal detected (tested with both VGA and HDMI and different cables and laptops) that still needs to be fixed assuming it was never looked itThe (very small) scratches on the monitor that happened in shipping and started this whole chain of events were minimal but am glad they are being fixed as wellI did note that I did find the stand and cord in the box, but I will ship the monitor back without them as ASUS does not seem to need them for repairI will await an email from ASUS with the RMA information, and will re-open the case if I do not receive it

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would like a new monitor cross shipped to me because the warranty states that cross shipping is available and would like a replacement of a different model for the inconvenience this has caused.Sincerely, *** ***

Initial Business Response /* (1000, 5, 2015/08/31) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matterFrom what I can see, the unit has been on hold "awaiting technical support from ASUS" since 8/I am
unclear as to what this meansI will be emailing the facility and providing an update for you via email once I receive a response
***
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ASUS asking me for a "patience"? I called yesterday to the phone number XXX-XXX-XXXX and Mr"Palomo" communicated that, "the computer was not repair" This is unacceptable! If they are unable to fix my computer I want a new computer! No more discussion!
Final Consumer Response /* (4200, 17, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After more than days,yesterday I finally received the computer
I timely reported that the computer crashes after several minutes while playing any gameIt is appear tat ASUS never fixed the problem, because according to the repair detail document: ASUS "reload operating software"
I called today, I spoke with "*** ***" and he was unable to respond to my questionsHe transferred me to his supervisor " *** ***", he only made "excuses" for ASUS inefficient repairI am upset with this situation, moreover when my son needs his computer to complete multiple school's assignments and home worksWe cannot send the computer and wait for other days, because this situation already affected him academically
ASUS negligently failed to perform an adequate repair for my son's computerASUS are in the obligation to comply with their obligation under the warranty contractI requesting ASUS to send a new computer and we will send this computer to ASUSMy phone number is XXX-XXX-XXXX
Final Business Response /* (4000, 19, 2015/09/14) */
Dear Customer,
Unfortunately If the services you had received has not resolved the issues the only option is to send in for additional serviceThere is no advanced replacement program for this product, so it will have to be sent back to the repair facilityThe unit is still within warrantyPlease contact support again at XXX-XXX-XXXX to get another RMA set up
***
ASUS Customer Care

Initial Business Response /* (1000, 20, 2015/06/19) */
6-19-
Sent via email:
***
Revdex.com CASE#: XXXXXXXX - Asus Internal Case number: NXXXXXXXXX
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matterI
will get with my service team to see what options we can offerI will be in touch again as soon as I have an update
Best Regards,
*** M
ASUS Customer Care

Initial Business Response /* (1000, 5, 2015/08/11) */
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
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 you resolution regarding this matter and suggest contact your place of purchase or legal adviser as we are limited to warranty service and repair
We are willing to offer a free of charge repair and free 2-way shippingIf the customer accepts, we will send the customer a pre paid label and RMA instructions on how to proceed
Best Regards,
***
ASUS Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hi ***,
I suppose this is going to be the easiest solution for everybody, and I accept only on the condition that it will be repaired to 100% including making sure the original USB computer connection issue is sortedI say this knowing if I brought the phone to a 3rd party repair shop and they accidentally broke it, they would be responsible to make me whole againIf they refused and I had to bring the case to small claims court, the court would likely award damages instead of allowing them to perform additional service
So at this point I really just want to enjoy my summer outside of court, and have a working device to usePlease issue the labels and RMA instructions to my email
Thank you,
***
Final Business Response /* (4000, 15, 2015/08/27) */
Dear Customer,
I do apologize for the delayed responseThe RMA form and prepaid shipping label should be in your email at this timeThe new RMA number will read USPCXXXXXX
***
ASUS Customer Care
Final Consumer Response /* (2000, 17, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
RMA and FedEx Stickers received, thank you

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
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
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.)
DEAR COMPUTER GENERATED RESPONSE,
I purchased the items directly from ASUS, not a resellerI am asking for a refund of the battery and AC adapter which were purchased directly from your estore(And you would know that had you read my claim) These items did not fix the problem I was having, so my computer, along with the newly purchased parts were sent in for repairAfter months of waiting for a "back ordered" part, I was informed that the part to repair my computer was no longer available so I was offered a replacement unit of a cost of $and some odd dollarsI accepted this, paid for the unit in full, but the new battery and ac adapter were not returned to meI'm not even sure if they would be compatible with the new unit, so I would like a refund, which I asked several departments of ASUS to doI have every email showing timelines and how I was directed from department to department with no help whatsoeverThe email I sent to the estore went totally unansweredThis response is typical ASUS customer serviceThis is exactly what I have been dealing with over the last months
Final Business Response /* (4000, 24, 2015/10/01) */
Hello Customer,
I understand your frustration over this matterHowever, we did not advise you to purchase those parts, and we are not responsible if the parts were the resolution to the issue or notThey were not purchased from us directly with a promise they would resolve the issueWith that being said, we will not be able to refund parts you purchased on your own from someone elseI do apologize deeply for this matter
***
Asus Customer Care
Final Consumer Response /* (4200, 26, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Did you even bother to read my report? I DID buy the parts directly from ASUS & I DID return them to youYour red tape and circular customer service practices has dragged this on for almost a year!I want a full refund for the parts that I purchased and returned DIRECTLY to ASUS, that's allThis is not difficultAcutally, the factory refurbished unit I purchased to replace my original unit is now in the shop for repairs currentlyI am having the exact same problem, it wouldn't power on, after having it for less than months! My next step is to file a small claims case for my original purchase price of $1,plus all the repair bills and parts that came out of my pocket, plus the new unit of $550, plus compensation for all the work I've lost over the many, many times my computer was down

Initial Business Response /* (1000, 5, 2015/06/12) */
We're definitely sorry for the issues that you have had with your repairsUnfortunate, we cannot replace the unit with another modelWarranty policy states that we will only repair, or replace with the same model (at our discretion)Seeing
how you have already sent it in for the same issue twice, I don't see a reason why service would not offer you a replacement at this pointYour request for a model change will not be granted, though
Also, X-XXX-XXX-XXXX is not an ASUS support number that I can find
I advise you call our main support line and ask for a replacement RMA due to the unit being sent in times unsuccessfully for the same issue

Initial Business Response /* (1000, 5, 2015/06/04) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
Unfortunately, your desired resolution does not comply with the warranty you purchased with the productASUS
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 resellerWhat I can do is have the product sent in to my service team in our corporate office, to ensure the product is performing to specificationAs a one time courtesy, we are willing to cover the shipping costsIf you wish to proceed with service, acknowledge this reply and a service ticket and shipping label voucher will be emailed to you to begin the service
Best Regards,
***
ASUS Customer Care

Dear Dr*** * ***,
I very much apologize for the issues you have experienced
I do apologize for the delay, however I have escalated your RMA to our repair facility manager to get feedback on when to expect this product to be repaired and shipped back
Once I have further information I
will follwith you. I can also be reached at *** as well if any questions or concerns
I very much apologize for the issues
Best Regards,
*** ***
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 matterASUS found discoloration from liquid damage on the motherboard of the notebook that, from the pictures, seems
to have come into the unit through the left rear corner of the notebookPhysical or liquid damage does void the limited manufacturer warrantyAll repairs done outside of the warranty terms is subject to fees
Wade Z
ASUS Customer Care

Complaint: ***I am rejecting this response because I paid in good faith to have my ASUS device repaired and it was not repaired I would not have sent it in a second time (on 11/16/16) if it had been repaired the first timeI have attached a document from another computer repair business wherein the owner verifies the device is still not working, what fixes could have been done by ASUS, and a reasonable cost for replacing the motherboard (which was likely not the issue since it was not effective in repairing the problem) Note that the latter is half the cost of what ASUS repair charged me if it did replace the motherboard Please also note the final paragraph of the attached document as it reflects the ethics of a reputable companyI would think ASUS aspires to be regarded as such
Again, I ask that you kindly refund the $I paid for a repair that was never done
Sincerely,*** ***

To Whom It May Concern,
I am working with the customer directly outside of here via emailI have just informed customer I have confirmed stock of their original model and we can move forward with the advanced replacementI will continue to work with customer until we get this fully resolved.
*** **
ASUS Corporate Customer Care

Complaint: ***I am rejecting this response because: I will be without internet for the time I am without the router, not like you care.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/08/12) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
I have viewed your proof of purchase, and can see that the item was purchased on 2/11/2015, which gives
this product a warranty end date of 2/11/
We will honor your warrantyYou will receive a shipping label and RMA instructions on how to proceed
Best Regards,
***
ASUS Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Asus has accepted responsibility and apologized for the inconvenience that their error causedThis is exactly what I asked for in this case, thank you for taking the time to look into my case thoroughly

*** * ***
Just following up as we have been communicating via ASUS email service yesterday 7/20/17. As advised yesterday, via our email exchange “Currently we are waiting on our inventory team to transfer the new in box unit from inventory to shipping to be shipped out Turnaround time once the unit is received is 7-business days Also, be advised Cordell is no longer with ASUS and I am now handling Revdex.com complaints Any questions or concerns please let me know.”
Please let me know if you have any questions or concerns
Best Regards,
*** ***
ASUS Corporate Customer Care