ASUS Computer International

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,*** ***

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

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, 15, 2015/08/07) */
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 servicesIf you would like to have the item fixed you will need to send the product inWe do not sell parts to the end userIf you would like to have the product sent in for service please respond
Best Regards,
***
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 17, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
How can you sell a product which out the customer being able to order replacement partsI do desktop/laptop support/repairsIt's like saying any of the automotive manufacturera won't allow their customers to do their own work on their own cars/trucks they paid hard earned money for and get the enjoyment of being able to do their own work on products they rightfully ownNow if I was leasing the product I would understand being that I won't have dead to rights of the product since I was only leasing the productPlease just sell me the new display ribbon and hinge bezel cover for the laptop
Final Business Response /* (4000, 29, 2015/09/03) */
Dear Customer,
you would need to contact Canada Support for ASUS for that information, the number is XXX-XXX-XXXXI apologize, but I do not have a list of ASP's in your region
***
ASUS Customer Care
Final Consumer Response /* (4200, 31, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
Canadian support? Is there an one on the west coast of the continental U.Si can call since i'm sure the exchange rate wouldn't be a fun ordeal
*** S

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

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

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, 2015/11/10) */
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

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

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

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,*** ***

Initial Business Response /* (1000, 5, 2015/05/20) */
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 of the productYou will not be
able to receive a replacement first handIf we are unable to resolve the issue, or the repair costs exceed the price of the unit, then yes there is a possibility of a replacement if there is stock to replace the product withASUS 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
As far as the shipping cost is concerned I will get with my service team and see what can be done
Once again we apologize for these frustrations, but we are willing to work within your warranty agreement
best regards,
*** M
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Asus,
Unfortunately I believe you can meet my resolutionFirst, if you had read by original email, you would see that the original retailer required an RMA status within 14-days for purchaseHowever it took your technicians approximately days to provide an RMATherefore, it was outside the retailers return periodIt is not my fault that your technicians are slow and incompetent to not heed my troubleshooting and take so long to respond with the original RMAThat is your fault and hence you should be held reliable to meet my resolutionSecond, you do have a online US retail store, http://store.asus.com/us/, which has the exact modelSo a replacement is easily within your ability to do, you are just refusing to do soThird, obviously you can't complete necessary warranty work or else I would not be going through this complaint process as isI sent the computer to you the first time and you failed to repair anythingAll your technician did was re-install the OSThey did not heed the pages of troubleshooting documentation I provided about the network cards and SSD being badSo since you are incapable of doing the necessary repair once you obviously will not be able to do it againFinally, since the computer is only months and I immediately had the issues within hours, I have all the original materials, including the box and cloth it was wrapped inI can send that to you for a one to one, with the higher model I request
As another alternative to my original resolution for a new computer you could contact TigerDirect on my behalf and explain to them your incompetence and that you are requesting they except the computer backI am willing to exchange or refund the computer with them as long as you speak with them and they agree to honor it now
As for the money spent when I was supposed to have free shipping, I wait to hear you reply on that oneI would very appreciate that expense reimbursed
Regards,
*** ***
Final Business Response /* (4000, 9, 2015/06/03) */
Dear Customer,
Unfortunately, upon looking into the shipping costs being reimbursed, we are unable to do soWhat I can do is cover the shipping on the next service and escalate the repair to my service team to ensure the product is indeed functioning to specificationI do apologize for the frustrations caused
Best Regards,
*** M
ASUS Customer Care
Final Consumer Response /* (4200, 11, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Asus,
So you are telling me since you refused to provide free shipping the first, though you are supposed to on this model of laptop, you are going to refuse to return my dollars? Well that is very nice of youGlad to see you all care so much about your customers
You certainly better provide free shipping this time
I also like to report that one of the usb ports has now failedWill not recognize any other device plugged into itMight of been bad when it arrivedFirst time I tried to use it was yesterdayThankfully the other work
This is what I wantEither you call TigerDirect and explain to them Asus' incompetence so they will take back the laptop and I can get my money backThe other option is I RMA again, which I highly doubt it will be repaired correctly, but I WOULD LIKE AN UPGRADE FROM GB TO GB SSDThe original model came with a I think an upgrade is deserved from how much hassle you as a company have put me through with faild RMAs and poor customer / technical supportNot to mention time, money, and research lost
Regards,
*** ***

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

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,*** ***

To Whom It May Concern,
I am still working with customer directly outside of here and I have provided them a new RMA to have their unit replaced for the issues they have hadCustomer has been provided RMA information and shipping labelI have already asked repair facility to please expedite this case.
*** **Asus Corporate Customer Care Team/Escalations Specialist

Initial Business Response /* (1000, 5, 2015/11/30) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedAt this point the FedEx claim should be done and we should be able to ship you out a replacement soonI deeply apologize for the delay on this matterI
have contacted our department that handles the claims and they should be reaching out to you with an update to let you know exactly where we standI am again very sorry about this, but I will keep working with you to be sure this gets taken care of
*** S
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/12/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for respondingI truly hope I receive the replacement in a timely manner and to the correct address
Final Consumer Response /* (3000, 12, 2016/01/08) */
I still have not received the replacementAfter several back and forth emails with someone in technical support, I keep getting told a replacement will be sent out when one becomes availableLast email received was 12/30/saying one will ship out in 5-business days
Final Business Response /* (4000, 14, 2016/01/14) */
Dear Customer,
I am extremely sorry about the delay on this matterAt this point however, the unit has shipped out to you as of yesterday overnightSo you should be receiving the unit back todayIt shipped out under FedEx tracking number XXXXXXXXXXXXPlease let me know if you have any other questions or concerns
*** S
ASUS Corporate Customer Care

Email Sent Directly To The Customer:
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 see you have provided an invoice and I am not sure why it was not
accepted before and they did not update your warranty accordinglyHowever, I would like to go ahead and correct this issue for you by updating your warranty term in our system accordingly to reflect your purchase dateOther than that, do you have any other questions or concerns you would like me to address?
*** **Asus Corporate Customer Care Team/Escalations Specialist