ASUS Computer International

Complaint: ***I am rejecting this response because: It says ASUS on the product. It is advertised as coming with an ASUS warranty and ASUS even admits this. ASUS is the one who makes the product, not T-Mobile, how could they possibly repair it, when they are not the ones who make it. They lack the expertise and facilities to do so? It is impossible and I spoke to T-Mobile and they said they only sell the products, but as part of their partnership with ASUS, ASUS is contractually obligated to provide the warranty, not them
I'd also like to point out that this excuse is only one of a multitude of different and even conflicting excuses ASUS has given to me to avoid honoring the warrantyAt many times admitted the warranty repair was their obligation but gave other reasons why they wouldn't fulfill it. This shows a track record of unprofessionalism and downright deceit
Regardless, since ASUS admits that they advertise that these come with an ASUS warranty, they are obligated to honor it. In fact they are STILL advertising that it comes with an ASUS warranty on both their site and on the materials that come with the unit itself.Sincerely,*** ***

Email Sent Directly To Customer:
Dear Customer,
I cannot apologize enough for this matter as this is a big mess at this pointHowever, I am working with my superiors and trying to see if we can just move forward with a refund at the momentThis is nothing I can guarantee, however,
I am very strongly suggesting it and will be trying to convince my superiors this is the best course of action we need to take at this pointI apologize for this mess and I, as always, will be doing everything I can to make this right for you
Yours sincerely,
*** S
Asus Corporate Customer Care Team/Escalations Specialist

Initial Business Response /* (1000, 6, 2015/05/13) */
Dear Customer,
We sincerely apologize for the inconvenience and frustration this may have causedI will be assisting you with this case moving forward
Unfortunately, we cannot offer any kind of refunds or monetary compensationsWe do
not sell directly to the public; you did not buy the product 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/
After reviewing your case I show that you had only been offered regular repair from the start of your inquiries with ASUS supportI am willing to honor your request of the advanced replacement option if we have the stock available; however we have no knowledge if the available stock is factory reconditioned or brand new product
Best Regards,
*** M
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 8, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have indicated on my 5/response, I have no faith in a warranty repairI was hung up on SIX TIMES over Hours requesting a SupervisorRather than try de-escalating a customer, they only antagonized their callersASUS has never given me any reassurance through contacting the warranty department through channels, hence my request for Revdex.com interventionMy request for a refund is my preferred resolutionBut my request for then a NEW unit I still feel is a fair middle-ground request as per Revdex.com guidelinesI again reiterate, my warranty issue was not de-escalated but instead escalated due to poor customer service and generic flippant supportI sent in my defect years ago on my FIRST RMA, had it "repaired"Had some odd issues here and there, but it was tolerableHad to send it in a month ago for my SECOND RMA, only to have it "repaired" and received a defectWhile continuing my Revdex.com complaint, I requested repeatedly a Advanced Exchange (Cross-Ship) to minimize my downtime further, and ASUS would only stick to their generic policy and would not step up to own the issue and take care of a failure on their part to honor their warranty with something that worksI had to pull through teeth and all ASUS would begrudgingly do is send me a Fedex overnight label to send it back in for a THIRD RMAHowever, when I sent back my motherboard for the THIRD time, it stayed with the warranty repair department for an entire WEEK as they did MORE repairsWhen I called back to ASUS about the delay, they argued with me that they do not do ANY labels for customers and that I could not have sent it via Fedex OvernightSo I was forced to continue to wait for them to send me back a motherboardI have now received back my original defective motherboard that I still question if it was serviced properlyI again re-iterate ASUS has provided me NO REASSURANCE that I will not continue to have problemsRather than support the customer, ASUS does not appear to me willing to step up and take Ownership of an ongoing issueEven this Revdex.com response to ASUS sounds generic copy and paste responseI do not see in the response from ASUS any acknowledgement or apology of my experience dealing with their warranty supportOnly an "offer" to Advance Exchange for another repairI again request at the very least to be sent a new motherboard since I have never been given any reassurance from ASUS that their warranty repair can be trusted
Final Consumer Response /* (3000, 14, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You only re-word the same canned response repeatedlyIf my only option is an advanced rma, then please provide some other reassurance or guarantee I will not get another defectGive me some reassurance I won't go through *** trying to contact customer support
Every single past RMA never came with a serial sticker so I have had to argue with phone reps why I do not have a serial sticker anymoreWhy is it I had to resort to contacting a 3rd party (Revdex.com) as a mediatorAgain, all I see you tell me, and the Revdex.com is repair/refurb or go away
I want some reassurance as you have given me no response that restores any faith in this processCan I be guaranteed anything? For example less future hassles with requesting an advanced rma when the next failure happens? I say when the next failure happens because I've been testing the latest "repair" done to my boardAlthough it boots, I randomly still have multiple external hard drives disconnect when connected through USBAn issue I mentioned that had occurred previously in my RMA prior to a complete board failureFrom what I can tell speaking with your reps, every single time I sent my board in it's the same board I get backMeaning I'm having to pray they repaired the issue, tested it, and sent it back working
They already failed to send me a working boardThey still haven't repaired all problems that existedOne of the reasons why I initially demanded an Advanced Exchange and/or a New Board is because that would force the issue that a different board is sent to me and I would send a defect backIf I were to accept this offer for an advanced exchange and get a completely different board, what happens if that too did not get tested properly? What then if I find some other defect that was not completely repaired with that refurbished unit? I would be forced to start at square one with dealing with reps, arguing about the issues, and getting standard repair service and additional delays
Again, I'm asking you to give me some reassurance that I'm not going to need to rely on another complaint to the Revdex.com because I get sent a bad boardIf I can't get a new board then give me some reassurance that I won't have to go through this againThink outside the boxCould I get a permanent way to contact a Supervisor that knows and understands this case so I can more simply ask for an advanced exchange on the next failure? Can I get a flag that says I can get an advanced exchange at anytime for the remainder of the life of this product? As I said previously, the day I submitted this Revdex.com complaint, I had called the RMA line six times over three and a half hoursI had requested a supervisor, was "transferred" to a supervisor queue, and then my call was either dropped, or hung up onEverything I suggest and ask I do not feel is unreasonable and not beyond the powers of ASUS or their repair services
Final Business Response /* (4000, 16, 2015/06/23) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
The only reassurance I can promise you is a working product that your warranty promises as long it is within the term's time period and policies
I will go ahead and process the advanced RMA, you will receive service instructions in an emailPlease thoroughly read the instructions as it does require action on your endPlease make sure to correctly input the product hold amount or the form will be rejected and could prolong the processAlso be sure to fill out the merchant form in the google chrome browser for compatibility concerns
Best Regards,
*** M
ASUS Customer Care
Best Regards,
*** M
ASUS Customer Care

Complaint: ***I am rejecting this response because: I purchased this product new from Walmart and this company is refusing to replace it even though it is defectiveAlso they are talking about I will be without a tablet for weeks while they attempt to repair itBut I dont want a repair that will break down in months like this one didI want it replaced with a something that will not break downI run a business I cannot go without a tablet for weeksI have a copy of my receipt to prove it is only months oldI want what I pay for. Sincerely,*** ***

Initial Business Response /* (1000, 11, 2015/05/08) */
Dear CustomerWe apologize for your issues and while your complaint is certainly warranted, your complaint is with an overseas service centerUnfortunately, ASUS operates their service and repair centers according to regionWe would love to
be able to help you, but we would not be able to pull up any service records or even any product records outside of the US regionWe urge you to get in contact with your local region's support to help resolve your issue
Best Regards,
*** M
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 13, 2015/05/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response if from Asus Corpcontrols the agreements between Asus Asia Thailand and Asus World WideThis is a excuse only not to stand behind there warranty,
Have contacted Asus Tech support in Bangkok by e mails and phone callsAsus Tech support requested Pictures of the Rampage Black Edition Mother BoardI have sent to the Revdex.com
Asus Tech Support Asia ThailandResponseIf a Asus mother board has physical damage (Does not matter what caused the damage includes defective hardware on the mother board) you have days to return the damaged mother board to the vender for replacementIf the vender made the purchase thru Synnex is a International importer world wide corp office is in California the vender may or may not replace the damaged mother boardPer Asus Tech support if a Asus Mother Board is damged, brand new in the box the warranty is automatically void
The box clearly states Three Year WarrantyThe warranty is miss leadingDue to the fact there is not any exclusions listed with the warrantyThere is not any warranty information in the manual
A end user would presume if the mother board has physical damage due to a faulty capacitor the mother board would be under warranty for three years since the warranty is clearly printed on the boxThree Year warrantyNo other information concerning the warranty on the box or in the manual
Asus Corp, California does set the return policy per countryYou cannot tell me that Asus Corp in California never has communicated with with Asus in Asia, ThailandHow do they pay the utility, phone bills and employees? Non since
Asus is miss leading consumers due to the fact the warranty is not backed up Per ISO Standards in Asia Thailand per the three year warranty on the boxAsus is miss representing there warranty and not being honest periodBy refusing to have the mother board repairedThe mother board could be sent to Taiwan for repairInstead Asus Tech Support Asia Thailand tells you to contact SynnexIs not a Asus CORP who is a importer of many computer hardware productsDoes not take care of Asus RMA procedures or repair mother boards
Is the Asus response have concerns about the end userNoDoes Asus stand behind there warranty, NoIs Asus falsely miss representing the product warrantyyesDoes Asus care about the end user customernoDoes Asus miss represent there warranty YesIn Asia Thailand Asus does not have a warranty on there mother boards and should be required to remove the three year warranty form the box and state this product does not have a warrantyPer ISO standards and Asia Thailand consumer Protection Laws
Final Business Response /* (4000, 15, 2015/05/21) */
While we understand the issues that you are having, we are unable to assist you with your claimUnfortunately, the Thailand ISO consumer laws do not apply hereThe support you are trying to reach and get service through is for the North American region onlyYour product, and its warranty is not covered outside of its original purchase regionFurthermore, the Revdex.com office that you are contacting does not extend its services outside of the region either (the US)The product was purchase and sold outside of the United StatesAny warranty or repair service must be done by the original region, unless the product carries a global warrantyWe have checked the serial number, and unfortunately, this product was sold in Asia and must be serviced over there was wellWe apologize for any inconvenience but we urge you to follow up with your local region's supportAgain, ASUS North American support operates within its local region only and does not have the ability to extend its reach to other, independently operated regions
Best Regards,
*** M
ASUS Customer care
Final Consumer Response /* (2000, 18, 2015/05/27) */
***Document Attached***
Asus Asia Bangkok Thailand sent me an e mail on May 23rd, informing me they received an e mail from a supervisor instructing Asus Asia Thailand to replace the Asus Rampage lV Black Edition Mother BoardThe tech at Asus Asia Thailand inspected the damaged mother board and decided the damage to the mother board was due to a defective capacitor at the time Asus built the mother boardThe damage was not caused by the end user (me)Asus Tech Support (Asus Service Center) Bangkok, Thailand replaced the mother damaged mother board and the new mother board is working properlyConsider this case closed
Thank You
*** ***

Dear Customer,
Can you please provide me a list of all the serial numbers you are missing that you have sent to usAs that RMA number is not pulling up in any of the systemsPlease provide me serial numbers and any other helpful information and I will do my best to get to the bottom of this and get it all sorted out for you.
*** **
ASUS Corporate Customer Care

Dear *** ***,
I am following up to verify if the issue has been resolved or if you are still needing assistance
Best Regards,
*** ***
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/06/22) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
Currently we show you have an advanced replacement in process and shows there is a product waiting at the
FedEx location near youPlease pick the product up from the location mentioned in the following tracking number: XXXXXXXXXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received my replacement monitor todayThank you, but days to replace a monitor is far too longI will not purchase another item from this company ever againI spent so much time on the phone with their customer service department getting no where until I filed this formal complaint

(The consumer indicated he/she DID NOT accept the response from the business.)I received the response within the timeframe requested however it does not meet the criteria outlined for resolution, which is:1) The continued and extended delay for the promised product (at the time of this posting, I am still waiting and am at almost month with no end-date in sight.) My request to ship another monitor in lieu of the monitor which was lost by *** was deniedTherefore I now wait while this process runs its course with no guarantee on what the finding(s) will be or when I will receive my monitor promised meAdditionally, what shape this monitor will be in once I receive itWill the location that received it on 3/10/use it before sending it back? 2) I PAID for expedited cross-shipping and the company has yet to do more than say "we're sorry" and "we're working on it" however they are unable to produce the result needed in a functional monitor in my possessionThere was no issue in taking my money however there has been an unending carousel of delay in trying to deliver on what I was promised in every step of this process.3) Asus has decided not to allow me to speak with anyone higher than Corporate Customer Care concerning this experienceThis shows me that they are not interested in their customers nearly as much as stated, nor are they interested in feedback to help ensure that no other customer has to go through this same amount of frustration.The unreasonable amount of hours I have spent on the phone, broken agreements and arrangements, lack of follow through by Asus by different supervisors and cumbersome processes combined with the points above force me to say that this issue is not resolved.I felt it was a reasonable request to ask for another replacement (ideal resolution), a voucher (second-best option) or a monitor of equal or better value (third option) in order to resolve this matterHowever, Asus does not seem to feel this way as judged by their actions and lack of follow throughTherefore I reiterate my request to have my replacement monitor expedited to me (overnight shipping paid for by Asus), the voucher if that cannot be done and if neither of the above options is available then a monitor of equal or better quality shipped to me (overnight, paid for by Asus)

Complaint: ***
The info you requested is below for the THIRD TIME (at least!!)
Order No.:*** (Charger)
USB:
Hello *** ***,
Thanks you again for your orderWe are glad to inform you that your order ARM000927 have shipped today
Please refer to below for shipping detail :
Ship To
*** ***Belmont LaneWillingboro, NJ
Ship Method: DHLe 3-days
Shipment Tracking number:
You can click on the tracking number above to get detail transit information from carrier's web site
Transit information will only available at carrier site late night today
Item Shipped : Asus recovery USB media for model X550CA Windows 64bit
Sincerely,*** ***

Dear Mr*** * ***,
I very much apologize for the issues you have experienced.
I have reviewed your case however ASUS was unable to resolve the issue with the refund as you had disputed the amount and would not allow us to refund the X-Ship amount. We are glad to hear
that the bank did work to get that issue resolved for you
However, ASUS does not provide refunds in any manner. ASUS is willing to replace the phone again, however ASUS providing a refund would not be possible. For refunds you would need to contact the point of sale
If you are interested in a replacement phone please let us know
I very much apologize for the issues
Best Regards,
*** ***
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/11/24) */
Email Sent To Customer Directly:
Dear Customer,
I am reaching out to you in regards to your Revdex.com complaintI apologize for any inconvenience or frustration this may have causedI am very sorry about this matter and I completely
understand your frustrationAt this point I would like to offer you an advanced replacement(cross shipment) RMAI can set this all up for you no problem at allI just want to go over how this will work out with you firstPlease see my explanation below and let me know if you would like to move forward with this option
We do have a cross ship option, but I will have to send out a stock check first(if I am not able to verify stock now) 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
Also, please let me know if you have any further questions or concerns regarding this matter
***
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 8, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ASUS has been offering us advanced RMA (a replacement graphics card) since November 24th, but have failed to follow thru on that offer!
It is now December 7th, and ASUS has not been able to find a replacement card in stockSo we are still stuck with a brand new/broken graphics card
If ASUS was serious about their offer, they should have done something by now
I'd still like a full refund, or a brand new replacement cardI am doubtful that ASUS is going to actually do something to fix this issue
Final Business Response /* (4000, 10, 2015/12/10) */
To Whom It May Concern,
Since the customer's last update, I have located stock and we have actually shipped out the replacement card to customer alreadyReplacement shipped out under FedEx tracking number XXXXXXXXXXXXXXX, should be arriving to the customer todayPlease confirm this with customer
***
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 12, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have received a replacement graphics card from ASUS, and they have removed the hold of funds on our credit card (required until they received the defective product back)
This is the resolution we needed, and would like to close out this complaint
I would also like to thank the Revdex.com for addressing our concernsI have no doubt that this situation would not have been resolved without your help
With as much stress as this situation caused, I am really relieved that it is overThank you so much Revdex.com!

Initial Business Response /* (1000, 5, 2015/05/08) */
Dear Customer, I apologize for any inconvenience or frustration this may have causedI am looking into this issue farther and will be in contact again soonI am inquiring with my service team to see what options we have to offerAgain, we
apologize for any frustration and discern this has caused
Best regards,
***
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This message isn't saying anything to resolve anythingI have contacted ASUS via letter of demand sent certified explaining I want reimbursement for the motherboardIncluded is the promise of legal action if demand is not met and time table allowance as such
Final Business Response /* (4000, 9, 2015/05/28) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
Reimbursement of the product is not part of the warranty you purchasedWe will be able to follow through with your initial desired resolutionWe apologize for the delay in processing
We will waive the $feeAn RMA will be created for you along with a pre paid shipping email voucher for your troubles
Best Regards,
***
ASUS Customer Care

Initial Business Response /* (1000, 6, 2015/05/08) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedI am currently analyzing your case, and will be in contact again soonI understand this has caused an immense amount of frustration, and I will provide more
feedback after I find some more information regarding the shipping claim and the process the item went throughI appreciate your patience on this matter
Best Regards,
*** M
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 8, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the reply however once again, there is no real contact information for Mr*** MI have no direct way of contacting him and identifying who he isOnce again, I will follow up and will be given the run around but ultimately get no real resolutionIn fact I tried locating Mr *** M yesterday and so far have not been successfulIn fact the representative yesterday told me that NOTHING IS going on with my fileThe system reflects thatAsus is NOT filing a FedEx claim Even though ASUS LOST my computer in transitIt was THEIR responsibility to get it back to me and they are simply ignoring the entire matterI only want that which is mine.!!! Please , give me my computer back or make me wholeThis is so incredibly unfair and beyond aggregious behavior
Final Business Response /* (4000, 10, 2015/05/21) */
Dear Customer,
We are currently working internally to have another product shipped out to resolve the complaintYou should be emailed the tracking information once FedEx has received it
Best Regards,
*** M
ASUS Customer Care

Initial Business Response /* (1000, 5, 2015/06/18) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
Do you have the name of the individual you had spoken with over the live chat?
I will look into this
issue and the support you received and look to provide an update once reviewed
Best Regards,
*** M
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** M,
I'm very sorry, I do notIt was a male if I remember correctly, but cannot recall his name
Was there any login information that may assist you in locating the conversation(s)?
The more I think about it, the more I feel scammed and taken advantage of

Initial Business Response /* (1000, 7, 2015/05/08) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedI am looking into this issue moving forward and will be in contact
The two items you are inquiring about, we have record of delivery per the tracking
numbers
RMA number *** (LCD Monitor)shows delivered with adult signature required under FedEx tracking number XXXXXXXXXXXX on 3/19/
RMA number USXXXXXXXX shows the product (chrome box) was delivered under tracking number XXXXXXXXXXXX on 3/11/
The attached document states the products are "nowhere to be found", The information provided above shows both products were delivered to the correct address provided by the customer
If the customer is still experiencing issues with the product, the customer has a limited day warranty from the date of receiving each product3/11/and 3/19/
If the customer has any more information than I have provided, he may call XXX-XXX-XXXX to speak to ASUS Customer Care
Best Regards,
*** M
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 9, 2015/05/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been trying to return both items through ASUS customer care for a month now and ASUS promises that shipping labels will come in email, but still that has not happenedPlease forward me labels to:
***@***t.com
Actually, I do not even want my money back, simply an upgraded Chromebox unit and ASUS monitor as these units have proved deficient and now defectivePlease send me these return labels today and advise me on how to upgrade the devices
Thank you
Final Consumer Response /* (3000, 20, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have still not received any product back and it has been over a monthI want new equipment, overnight shipment
Final Business Response /* (4000, 22, 2015/08/04) */
Can the customer confirm if they received the chromebox or the monitor for our records? We aim to process whichever product out as expediently as we can
Best Regards,
*** M
ASUS Customer Care

Dear Mr*** * ***,
I very much apologize for the inconvenience, however ASUS does not provide replacement rubber feet nor plastic adhesive strips for sale. In order to have these items replaced or installed you would have to send the product to our repair facility to have this done
I
very much apologize for the issues
Best Regards,
*** ***
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/05/26) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
Unfortunately the desired resolution does not comply with the warranty purchased with the motherboard
Please note 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 replacementsPlease contact place of purchase for these servicesFor more warranty information, please visit: http://www.asus.com/us/support/Article/678/
We can certainly issue an advanced replacement if the stock is available to reduce the downtime in the RMA processIf stock is not available to process the order, a standard RMA service will be offered and we can cover the shipping cost as a one time courtesy
You will be required to submit a credit card to have the MSRP price HELD as collateral to ensure we get one of the products backThe hold will be released to you in co-operation with your financial institution
Best Regards,
***
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted the Customer Support a total of timesof those calls I requested to speak with a supervisor and each time was given some excuse that they were busy, to call back in hour and never connectedOne of those times I was told they would call me back and never didI have also called twice and spoken to the support center to trouble shoot what else I could do to fix the problem after that first RMA, and was told TWICE that I would get a new motherboard through advanced shippingThis motherboard is less than year old and I have proof of warranty! Now after being told that it would be replaced on separate occasions I was informed that they would place the request for advanced shipping and never didI found that information out a week later by placing another call and being told that no requests were put inAfter that the same person told me to send the board in again for ANOTHER RMAThat is not what I was promised and told would happenI am tired of getting the run aroundI have email proof that I would be getting the advanced shippingI resent the board again for RMA days ago for the second time and the status just showed yesterday that is was being "repaired"Your customer service is absolutely terrible along with the fact that this is still under warranty and you are not honoring that warranty! Either repair it quickly or send me the replacement that was promised! I find your companies integrity totally lacking!
Final Business Response /* (4000, 9, 2015/06/10) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
I show as of 6/05/the item has been deliveredIf you have any issues with the product please contact us back immediately
Best Regards,
***
ASUS Customer Care

Initial Business Response /* (1000, 5, 2015/10/15) */
To Whom It May Concern,
I have reached out to this customer and we are repairing his unit free of charge as he is requestingI have relayed all this information to customer and they seem pleased with this offerPlease confirm this
***
Asus Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, no-one contacted me from AsusAll contact has been initiated by meSecond, Asus has told me NOTHING has been repaired!
After many more online and phone communications, on 10/12/Asus Service told me that the laptop would not boot because of the faulty hard drive and that there was NO problem with the audioWhen I returned the laptop, the ONLY issue that required repair was the audio not coming from the speakersWhen returned to Asus, the laptop booted correctly and the HD worked perfectlyAt this point, it was clear the original issue hadn't been fixed, and my HD damaged whilst in their care, and Asus refused any further actionWith that situation, all I could do was to have the laptop returned
Another call and I was informed the laptop was shipped on Tuesday 10/13/and given a FedEx tracking number of XXXXXXXXXXXXXXXFedEx tracking for this number shows it was sent from Asus and delivered to an address in Illinois in JULY (yes, 2014!)FedEx ground takes day from Milpitas (Asus service)to Fort Bragg CA (my address), so should have arrived on 10/14/
More calls to Asus, who tell me that FedEx tracking numbers are recycledCall to FedEx assures me FedEx DO NOT re-use tracking numbers
More calls to Asus that provided no helpIt's now days since Asus said the laptop was shipped, and they continue to give no further informationI asked to speak to a supervisor, but after mins on hold, I had to leave
So, in summary, I sent in my laptop to have a simple repair of no audio from the internal speakers(audio worked fine from the headphone jack, so the drivers and audio card are good)This issue was created during the previous repair by Asus in JuneNow, weeks,after returning the unit to Asus (9/18/2015) it appears Asus did not fix the only reason for returning the laptop, damaged my hard drive, and have now mislaid/lost my laptopAt this point, Asus need to replace my laptop
THIS HAS DEFINITELY NOT BEEN RESOLVED
Final Consumer Response /* (2000, 12, 2015/10/19) */
Friday 10/16/afternoon
FedEx has just delivered my laptopI am extremely pleased with the returned unitThe scratched case has been replaced, there is a new hard drive with a fresh factory software install and the sound works through the speakers - hooray!! All at no charge
So Asus have come through with an excellent outcome, and I'm very satisfiedAccording to the paperwork, it was a '*** ***' that authorized this to happen
My only question is - why didn't the service support reps I called know this? What a lot of frustration it would have saved, to have known this was going to happen
I appreciate the very fast response of the BB in providing support and action for this issue, and again, want to thank Asus for a very satisfactory outcomeMuch appreciated
Final Business Response /* (4000, 11, 2015/10/19) */
Dear Customer,
First of all, I cannot apologize for this matter enough, as I see now my original email regarding this did not send for some reasonI have worked everything out with our repair facility and your unit was in fact repaired free of charge as I had relayed to you through the Revdex.com portal(not knowing my original email hadn't reached you informing you)The unit has actually finished repair and you should have received it back on FridayUnder FedEx tracking number XXXXXXXXXXXXXXXI apologize for the delayThe unit had hit shipping and was going to be shipped out unrepairedI had stopped it from shipping and had the repair facility repair itIt actually did not ship out until the 15thAgain ***, I am extremely sorry as I was not aware my original email had not reached you regarding thisPlease let me know if you have any further questions
***This was also emailed to customer outside of this portal***
*** S
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/06/01) */
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, we cannot offer any kind of refunds or monetary compensationsYou did not buy the product from us, so it is impossible for us to refund money we never received
Refunds are exclusively handle by the Vendors and usually they only accept them during the first days of purchase
If you would like to send the product in for service please contact technical support at XXX-XXX-XXXX
Best Regards,
*** M
ASUS Customer Care