ASUS Computer International

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

Dear Customer,
I am extremely sorry about this matter, provide me the information below that you have used for the rebate.
Name:
Product Purchased(Full model name):
Rebate Tracking Number:
Rebate Amount:
Just fill that out and I will get in touch with my superiors
and they will be able to get with the rebate company we use and get everything taken care of for youI apologize for this matter again, however, we will get you taken care of!
*** *.
ASUS Corporate Customer Care

Dear Mr*** ***,
I very much apologize for the issues you have experienced
Please be advised that ASUS North America is independent of any other service region and only serves the USA and Canada. I have searched our service system and show no history of repair coming though
ASUS North America. Based upon your country of residence you would need to reach out to ASUS Malaysia to resolve this issue or a consumer agency within your country of residence
I very much apologize for the issues
Best Regards,
*** ***
ASUS Corporate Customer Care

To Whom It May Concern,
Please review my last responses on this case as that is our final response on this case and we will not be able to do anything other than what I have already informed this customer of
*** **
ASUS Corporate Customer Care

Complaint: ***I am rejecting this response because: Asus is continuing the narrative that they did not advertise a two-year warranty at the time of purchaseA brief search of Internet forums shows numerous other incidents of this kindFurthermore, I believe making the battery an expensive ordeal to replace was a deliberate design decision and is highly irregular for this class of device. This is the third laptop of the Asus G series I have owned, and the battery has never been unremovable before, and has never failed before.
What they are saying was simply not true two years ago at the time of purchase, and they continue to try to extort a large sum of money from me for what is normally about a $detachable part that the user can replace themselvesThis situation is unacceptable, and they will have no future business from me if this is the kind of thing I can expect.
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/12/01) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedAfter reviewing your case and looking into this matter, I came across your screenshot showing a site of ours having this listed as having a year
warrantyI am not sure what site that came from, as the US site and our global site, both do not state the length of the warrantyAs even in your screenshot, there is a warning section, the word warning is in red letteringThe first sentence under that warning is: Warranty period may differ regionally, please check with your purchase SiteWith that being said, some of our products do have different warranty terms in other regionsHowever, in North America, all wireless products hold a year manufacture's warrantyAt this point, according to your purchase date, you are no longer within that year warrantyI am assuming you had gotten the screenshot(showing year warranty) from a site of ours for another region as I have stated both the US and Global site do not state that
***
ASUS Corporate 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

Complaint: ***I am rejecting this response because: if I was to accept this I would need to know what they were offering before I said yesYou mention for me to contact you but you did not give nay informationYes I sent in the machine but I was assured that it would be fixed in weeksThen when you could not get the parts (which is not my problem you should have them on hand) you were offering an inferior machineThen you screwed around for over a month stalling till you could get the parts then you sent it back to me with a bad battery ( it was working fine when I sent it to be repaired)You did not seem to give any concern about your customer service till I informed you I would be sending this to the Revdex.com. As for the year warranty if you ship with a year warranty that would be fineMost manufacturers have a year warranty but with your poor excuse for customer service I am not surprised it is a year and you want to insult me with a day one.As for a certified PC it would depend on the specsYou all screwed around so long I lost patience and replaced the battery and upgraded the RAMIf I am to send the machine back am I to be reimbursed for that? Here is the options: 1) You or someone with the authority contact me personally and you tell me the machine you are offering as a replacementYou send me the machine and we call it good as I will keep the old one to use for parts2) You reimburse me for all the ** I have had to put up withThat means about the $for the repair, the $to send it to you, the $for the battery replacement, so a refund of $if you want a nice round number $for exact (and that is not counting the ** you put me through on this whole matter)I am trying to be reasonable. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/11/10) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedI am very sorry to inform you of this matter, but physical damage is not covered under the warrantyIf the unit is physically damaged, that will void the
warrantyYou will receive a quote for repair from the repair facility once the unit has been assessedYou can then decide to pay for the repairsYou accepted the warranty terms and agreements upon purchasing the unitIf you would like to review them you can here: http://www.asus.com/us/support/Article/681/Please reference the Exclusions from this Limited Warranty Service section
***
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did read the fact that physical damage voids the warranty, but the fact remains the damage would not have occurred if the entire computer was built with better protective measures to ensure the computer would not just topple over causing it too easily breakI still do believe ASUSTek should be held responsible for the poor design of the computer systemI strongly believe the physical damage caused is solely the responsibility of the ASUSTekThey failed to consider that the top heavy computer/monitor would easily fall overIf I had foreseen this to have occurred; then, I would not have made this particular purchase
Final Business Response /* (4000, 9, 2015/11/17) */
Dear Customer,
I am very sorry about this unfortunate matter and I completely understand your frustrationHowever, the only option to get this unit repaired would be to pay for the repairsThere is not a known issue with the stand or any known defects with the stand of this model all in oneI deeply apologize about this, but we will not be able to repair that free of charge
***
ASUS Corporate Customer Care
Final Consumer Response /* (4200, 11, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not an acceptable responseThe stand by far is defectiveAs I have stated many times, before, the all-in-one computer easily topples over because it is super top heavyAnd, ASUS representatives refuse to realize the stand is not strong enough to support the computerAlso, they should have realized there is absolutely no protection for a screen, which can easily be broken by easily falling over on a week standThere is nothing out there to offer any protection for the LCD monitorI have to explain and argue with ten different ASUS representatives at least ten times for me to find someone, who would be willing to investigate my claim and look for the letter I attached to the RMA checklist because nobody seemed to know what I was talking about each time I calledTo ascertain if ASUS had received my computer on the date it was supposed to be delivered by UPS, I had to call ASUS, on Friday, November 13, 2015, to find out if they received itThe first representative stated a part had been ordered, and it was in process for repairThis was before any notice of any action taken by ASUS or ASUS had received my computer at their repair centerThe second time I called still wandering what is going on with my computer it was Tuesday, November 17, 2015, and I was told in process of being repairedThis was still after no notice of any action taken by ASUSIt is pretty obvious ASUS took upon themselves to take action without my consent to pay any chargesAlso, I repeated several times to the ASUS representatives that if I knew this was going to be an issue before I spent a large amount of my hard earned money buying this computer

Initial Business Response /* (1000, 5, 2015/04/16) */
I apologize for any inconvenience or frustration this may have causedI am looking into this issue further and will be in contact again soon
Best Regards,
*** M
Asus Customer Care
Initial Consumer Rebuttal /* (2000, 7,
2015/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their apology and they are looking in to resolving theproblem

Initial Business Response /* (1000, 5, 2015/05/29) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
Currently your rebate tracking number shows invalidFor verification purposes please verify and reply back
in your next response
Best Regards,
***
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business asked for correct rebate tracking numberI double checked and found the original # XXXXXXXXXXXXXXXX is the correct onePlease refer to the link below for rebate statusI also screenshot the page for referenceThanks!
https://asus.4myrebate.com/Claim/CheckRebateStatus/?zip=XXXXX&trackingnumber=XXX...⇄ /> Final Consumer Response /* (2000, 27, 2015/09/01) */
Received email from rebate processing center indicating rebate has been approved and will arrive within 5-weeksI am satisfied with the solution and the complaint has been resolvedThanks a lot!
Final Business Response /* (1000, 24, 2015/09/01) */
Dear Customer,
I have been advised that the rebate tracking number should be approved now and all should go throughThis issue should be resolved for you nowMy apologies for the delayed reply
***
ASUS Customer Care

Dear *** ***,
I very much apologize for the issues you have experienced.
After further review ASUS will approve an in warranty repair due to shipping damage. Since ASUS provided the shipping label we will go ahead and repair in warranty.
I have issued a new RMA *** and sent a pre-paid shipping label and shipping instructions to the email on file which is ***
Please be advised ASUS does not provide refunds. For a refund you would need to reach out to the point of sale
Please send the unit in and it will be repaired in warranty
I very much apologize for the issues
Best Regards,
*** ***
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/12/09) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedAfter reviewing your case and looking into everything, I would like to approve a one time courtesy free of charge repair, despite the unit being out of
warrantyAs I completely understand your frustration over this matterPlease let me know if you accept this offer and I will get you all setup for the unit to be repaired or replaced if it is not able to be repairedI will also be able to provide you a prepaid FedEx label to cover shipping the unit in to usTypical repair time is to days at the facility, excluding shipping to and from the facilityAs long as the unit is not physically damaged(cracked screen, ports broken, cracked casing) or things of that nature, then we will have no problem getting this unit repaired free of charge
***
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Your response is acceptableThank you for agreeing to correct the problemI appreciate your quick response to this matterMy contact information is included below:
Dr*** S***
*** (cell)
***@gmail.com

Complaint: ***I am rejecting this response because this is ridiculousI was told on the phone that I had a label that would workShort on time and only having one time available to go, I was not able to get a new labelI need a refundIn any case, is it really worth losing a customer over $12? Please think about it.Sincerely,*** ***

Dear Customer,
I am reaching out to you on behalf of ASUS regarding your Revdex.com complaintI apologize for any inconvenience or frustration this may have causedLooking into your case I have no problem setting you up for another RMA to get this unit replacedI will also ask the repair facility to please be sure replacement unit has not issues with 5ghzI deeply apologize for the issues you have had thus far.
Also, I wanted to let you know that our wireless products have year warranties. So if you want to move forward with a new RMA and send that unit in for us to ship you a replacement, you will have a warranty until at least 7-23-as that is what the warranty end date is showing for your router and when a replacement is done on an RMA, they transfer that information to new serial numberBut, if you purchased the router when you are saying you did on 8/11, please provide me the invoice and I will adjust your warranty until 8/11/for you so you have your full warranty.
If you are ready to move forward with this, please let me know and I will be mroe than happy to get you taken care of.
*** **Asus Corporate Customer Care Team/Escalations Specialist

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and will send the Notebook and it's original charging adapter back to AsusI will keep the replacement charging cord that I paid for thoughSincerely, *** ***

To Whom It May Concern,
In no way shape or form have I avoided contacting this customer and have even informed them that a phone call is unnecessary as it will not change the situation or what we are able to do for this matterI have all email communication saved if I need to present it as wellThis customer is adamant that their issue will not be fixed if we repair or replace their hard drive and is demanding another modelI have informed the customer as my superiors have informed me to, that we will not be able to do any replacement or anything other than trying to recreate and fix his initial issue with a standard RMA repair as our warranty outlines we will doWhat the customer is requesting is outside of our warranty guidelines
However, since the customer believes that this is going to be a model specific issue due to the hard drive being used in this model, I have informed customer that if they let us attempt to repair or replace this hard drive through a standard RMA and they still have issues with the unit after that, I will gladly do a model change for themHowever, they have been reluctant to work with me on this matter, due to this I would like to keep our communication solely through here, in hopes we can work this out as it seems not all of the correct information is being relayed here at all
Customer's latest email has stated they need to know how all of this is going to work out and that they need timeframesI will explain the situation below
If they are willing to work with us and send in their unit for an RMA, it will go through the RMA processing which is typically business days, give or take a few days, after the unit is received at the repair facilityNow as far as shipping, I can provide an overnight label to get the unit to us as quickly as possible and also request his unit be shipped out overnight for the return as wellAs far as what customer needs to do to send in the unit, that will all be covered in deep detail in the RMA instructions that will be provided to customer if they are willing to move forward
Now, if the customer receives this unit back and is still having the issue and we need to move forward with a model change, I will work with our stock department to see what we have available that is comparable/upgrade in specs and has a faster hard drive in itI will then provide that information to the customer and be sure they accept what we have to offer as a replacement model, and I will then provide them the new RMA information along with an overnight label as wellAnd as far as a time frame on this situation, if we even reach this issue, a replacement is normally a business day processHowever, I will do everything I can to make it go faster if we even reach this situation
*** **
ASUS Corporate Customer Care

Complaint: ***I am rejecting this response because:
: I had two issues with ASUS within a one month timeframeOur family bought laptops about a year agoThe first laptop stopped turning onI thought it was a charger issue, so I purchased a new charger from ASUS, but before doing so, I spoke to ASUS about what would happen if it didn't work, and was told that I could return the chargerThe charger didn't work, and it turned out to be a different issueI spoke with tech support who tried to walk me through solving the problem, but we could not do anything, so they told me to send my computer to tech supportI was concerned that my files would get deleted, and since I couldn't turn my computer on, there was no way for me to back up the dataI spoke to the customer service representative at the time about things a) that I would send my charger in the box for return and b) that I would not like anyone to erase the files on my computer without speaking to me first, and that I would decide at that time whether I would like ASUS to proceed or I would like to get it back to take it to a specialist who can back up dataThe woman assured me that a) YES they would refund the charger and b) YES they would make sure to inform me before erasing any data to make sure I want to proceedI sent the laptop over and didn't hear anything for about weeksAt that time, I called CS and spoke to a gentleman who told me that a) NO they can't refund the charger because that is a store, not tech support issue, and b) YES they would make sure to inform me before erasing any dataHe also transferred me to the store, who transferred me back to tech support, who transferred me back to the store, who transferred me to the manager who gave the final word of NO for the chargerI received my computer back a week later and all of the files had been erased! The second laptop wouldn't load up about week after the month warrantyWe spoke to ASUS and paid for it to be sent to tech supportThey came back and said that we needed to reload windows and that would require that we purchase a special flash diskWe did so, and it didn't workWe called to return the flash, and CS said it was non-refundableBecause it is two products there are two numbers 1) Laptop with the charger issue: Order No.:*** 2) Laptop with the operating system issue: CASENO=***
I would like a refund for the charger and flash disk- A total of $Sincerely,*** ***

Complaint: ***I am rejecting this response because:
I received the item back and it's still doing the same thing the display is not turning on . Sincerely,*** ***

It hasn't been resolved
Asus has zero explanation on the box of trash I received
I finally received my $back for the credit card hold, but I am still without a valid replacement display, the upgrade they have opted to give me is a worse product than what I currently hold