ASUS Computer International

Dear Customer, I apologize for any inconvenience or frustration this may have causedUnfortunately, we cannot offer any kind of refunds or monetary compensationsWe do not sell directly to the public; you did not buy the product directly from us, so it is impossible for us to refund money we never
received.Refunds are exclusively handled by the vendors and usually they only accept them during the first days of purchase.ASUS, as the manufacturer, offers a limited warranty for the products that only covers repairs or replacement of the units.With that being said, what I can do for you is setup another RMA for you to have the motherboard replaced at the repair facilityTo be sure there is no issues with the replacement, I can personally test it for you as wellI will also be able to provide you with a prepaid FedEx shipping label to cover shipping the unit to usWe also have an advanced replacement RMA process you can take advantage of if you would like and I can test the replacement for it as well for youI will explain the advanced replacement process belowPlease let me know which method you would like to utilize for moving forwardAdvanced Replacement Explanation: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.*** *ASUS Corporate Customer Care

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,
*** ***

Initial Business Response /* (1000, 10, 2015/12/01) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedUnfortunately, we cannot offer any kind of refunds or monetary compensationsWe do not sell directly to the public; you did not buy the product directly
from us, so it is impossible for us to refund money we never received
Refunds are exclusively handled by the vendors and usually they only accept them during the first days of purchase
ASUS, as the manufacturer, offers a limited warranty for the products that only covers repairs or replacement of the units
With that being said, what I would like to offer you is another advanced replacement, with the $processing fee waivedDue to the matter at hands, I have already gotten it approved to replace your unit with a new in box unitSo, if you are willing to do this second advanced replacement with the processing fee waived, then please let me knowI will then get you all setup for the new in box replacementAlso, please let me know if you have any further questions or concerns
*** **
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 13, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi ,
I received the phone on Friday But the camera has more scratchsAnd , There are pins inside the USB port, and have plastic cover the edgenot supposed to exposedBut now, one of pin exposed
It may get band when connect to charger and cause short circuitBut may not
I don't know how to do now
Thank you
Final Business Response /* (4000, 15, 2015/12/17) */
Dear Customer,
I am very sorry about this matterI was not aware that you had already submitted everything online and went through the replacement process again as I never got a response on here from you until nowI deeply apologize about this situationNow, in order to get you the new in box replacement I had approved for you, we will need to do another advanced replacementI will be able to have the processing fee waived for you again as well so you will not have to worry about paying thatBut in order for us to be able to get this setup, you will need to send in the phone this RMA was setup for to close it out so we can create you the new RMAAlso, if you do not want to do an advanced replacement to get your phone replaced with a new in box unit, we can also setup a standard RMA and you can send the unit in to our facility for an internal swapPlease let me know what you would like to do moving forward
*** **
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 17, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hi,
I'm going to send the replacement phone to Toronto Asus service CenterAnd will wait for another RMA for the
"New In Box " phone
Thank you very much and have a great day
*** **

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 matterBy any chance did you happen to get agent names when you contacted us?
According to the monitor you
provided, You can make adjustments to your display to improve its brightness or contrast by using the controls that are usually found on the front of the monitor, but keep in mind that these adjustments will be less refined than if you use a calibration program
Some monitors have stands that allow you to tilt the monitor up or downYou can usually tilt your monitor by gently grabbing both the top and bottom and then pulling the bottom or pushing the top

Complaint: ***
This is not a rejection as such. I just want to wait until the replacement motherboard is delivered and I can install it to verify that it is in fact working correctly.
I also still need a pre-paid return shipping label to return the defective board back to ASUS when I have finished installing the new board
I will be ready to mark a response as accepted when both of these have happened and I have received a refund of the collateral that ASUS has placed on my credit card (which they did with my permission)
Sincerely,*** ***

Complaint: ***I am rejecting this response because:I have a screen shot showing where I purchased the tablet from ASUS and I have an invoice from ASUSSincerely,*** ***

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

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

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
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
The item's warranty has ended on 11/09/We are willing to cover the shipping of the item to reduce the cost to the customer, however; the customer is subject to out of warranty service costIf the customer would like to proceed with service please respond, and the RMA and shipping label will be provided
Best Regards,
***
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Typical and unacceptablei would give a longer response but because my keyboard does not work and I have to click the letters on the on screen keyboard and I don't have time for this nonsense not to mention my hands tiredwhen I purchase a new laptop not from asus and spend less then the cost I was quoted by asus for them to fix my keyboard, I will be in touch with my media sources to publicize and expose the bad business of asus and its defects

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

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 as far as the activity on this issueWe have been able to recover your notebook and it
is now back at the main office in Freemont and is going to be shipped back out to your address shortly
***
ASUS Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received my computer backCase resolved

Dear Customer,
Your ADP has been verified, and you were provided an RMA and shipping labelPlease use that shipping label and RMA information in the email sent to you and we will repair the unit under warranty and utilize your ADP coverageIf you have any other questions or concerns or you send it in and have any issues, let me know and I will get you all taken care ofHowever, that RMA is all setup and notated correctly and your case has the pictures of unit showing ADP coverage so we shouldn't have any issues.
*** *. ASUS Corporate Customer Care

Initial Business Response /* (1000, 20, 2015/06/19) */
6-19-
Sent via email:
Yvette,
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 matterDo you
happen to know what brand of micro sd card was sent in? We will check our repair site to see if we have one available
Best regards,
***
ASUS Customer Care
Initial Consumer Rebuttal /* (2000, 22, 2015/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
SanDisk 8GB micro card

Initial Business Response /* (1000, 5, 2015/09/04) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
Unfortunately If the services you had received has not resolved the issues the only option is to
send in for additional service however if your expectations are toward refunds or new in box replacements we will be unable to reach a resolution regarding this matter and suggest you contact your place of purchase or legal adviser as we are limited to warranty service and repairASUS 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
***
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I agreeded to mail in the computer for service, the represenative promised me that I would be refunded if the problem wasnt fixedHe said that when the computer is returned to me, it would be like having days to send back for a refundThis was the agreement with your staff memberI now would like my refund as promised
Final Business Response /* (4000, 29, 2015/10/14) */
Dear Customer,
I apologize you feel my responses are all just copy and pasted as they are notI had already informed you that we do not and will not be able to do any refundsI was just making that clear as that is what your response was still requestingIf that is all that you are seeking then it does not appear we will be able to reach a resolution that you desireAs we are offering to stand behind our product exactly how the warranty states we willIn no way shape or form does the warranty state you are entitled to any refundAs again, we do not offer themPlease let me know if you would like to move forward with another RMA with shipping label provided
***
Asus Customer Care
Final Consumer Response /* (4200, 31, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to move foward with a refund as PROMISED by an ASUS employeeThat is the whole point of this bickering.You are calling me a liar and won't provide the records that show I was PROMISED a refund

Initial Business Response /* (1000, 5, 2015/04/27) */
I apologize for any inconvenience or frustration this may have causedI apologize for any inconvenience or frustration this may have caused
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 resellerIf you would like to review your warranty agreement when you purchased this product, you can view it here: http://www.service.asus.com/#!display-warranty/c24f
Initial Consumer Rebuttal /* (3000, 7, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue I experienced is well known on Asus forums and other tech forumsI don't want to get it "fixed" only to have it happen again in monthsA refund, exchange for a different but comparable product, or credit towards an upgrade would all be acceptable outcomes
Final Consumer Response /* (3000, 21, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is acceptable ONLY if the RMA includes shipping and the cost of packaging for the defective unit
Final Business Response /* (4000, 23, 2015/10/28) */
Dear Customer,
I will be more than happy to set this all up for you and provide you a prepaid FedEx label to cover shipping the unit in to usNow, as far as packaging goes, that will not be something I will be able to coverBut, if we do the cross shipment option that we are discussing, you will be able to ship the defective board back in the same packaging the replacement arrives to you in, as you will need to wait to get replacement before sending that in to usSo that should cover the packaging for youIf this is acceptable to you and you want to move forward with the cross shipment, please let me know
***
ASUS Corporate Customer Care

Dear Customer, Looking into your case I see you have had several repairs on this unit and you are still having issuesI completely understand your frustration and your request for a new unitDue to all of the RMAs you have went through and time you have spent with us in trying to get your
unit repaired, I would like to honor a new in box replacement for youNow would a new unit of same model be ok or do you want to try a new model altogether? It is possible we may not have brand new stock of your exact unit so we may need to locate a comparable/upgrade model that we have brand new stock ofWould this be ok? Please let me know if you want to move forward with this and I can provide you a prepaid overnight label along with new RMA information to send your unit in and get the replacement shipped out as soon as possibleAs to get the replacement, we will need to undergo a new RMA. *** *. ASUS Corporate Customer Care

Initial Business Response /* (1000, 10, 2015/11/11) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedLooking into your case, your unit has actually finished repairs and shipped out yesterday 11/10/The FedEx tracking number of the unit is
XXXXXXXXXXXXXXXI am very sorry for the delayed repairPlease let me know if you have any further questions or concerns
*** S
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 14, 2015/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My CPU, under Warranty and sent to ASUS for repair, was shipped back to me and still does not work!!!! I was notified by ASUS via email that my desk top ASUS CPU had been fixed/repaired and it was shipped back to meTHE COMPUTER STILL DOES NOT WORKALL cords/wires are in place, I bought a NEW mouse, and it STILL DOES NOT work!!!! I can't "turn it on" no matter what I tryI am angry and beyond frustrated and willing to do whatever it takes to make this incompetent, worthless company accountable for their ineptnessI will be certain to tell everyone in any forum available to me of my experience with ASUS
Final Business Response /* (4000, 16, 2015/12/07) */
Email Sent To Customer Directly:
Dear Customer,
I am reaching out to you in regards to your Revdex.com complaintI am extremely sorry to hear you are having issues after this last RMAAs you should not be having any issues with the unit at all at this pointWhat I would like to do for this matter is set you up for another RMA, to get your unit replacedI can even provide you a prepaid FedEx label to cover shipping the unit to us againI am again very sorry about this matterIf you would like me to get you setup for a replacement, please let me know and I will be more than happy to take care of youAlso, please let me know if you have any other questions
*** S
ASUS Corporate Customer Care
Final Consumer Response /* (4200, 18, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This saga with my desktop not working, while still under Warranty as it is not even a year old, began in early October I sent it back to ASUS for repair in October, and it was returned to me late November, BUT even though ASUS said they repaired it, it STILL DOES NOT WORK!!!!!! I don't have any confidence in their Company's ability to fix anything anymoreOut of desperation, I took my desktop to Best Buy's Geek Squad for their Diagnostic TestingThey informed me that the desktop is still malfunctioning, even though ASUS said they repaired it, and the Geek Squad's testing brings up a totally black screen!!!!So, since ASUS DID NOT FIX it, I now have a charge from the Geek Squad of $
The resolution I want from this incompetent ASUS company is to REIMBURSE me for the $I now owe the Geek SquadYou can inform them that absent full reimbursement, I will share this experience on Face Book, social media, and any means I can to inform the public of their practices
did not repair my desktop, and now I have to pay

Initial Business Response /* (1000, 12, 2015/11/10) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedWhen looking into your RMA, it appears your unit was repaired and actually shipped out yesterday, 11/9/The FedEx tracking number for the return of
your unit is XXXXXXXXXXXXPlease let me know if you have any further questions or concerns
***
ASUS Corporate Customer Care

Dear *** ***,
I very much apologize for the issues you have experienced.
Based on our system you had this unit serviced under RMA *** which was processed and closed on 01/24/and the Speaker and keyboard were replaced
Based on the serial number the warranty expired on
01/02/and since the unit was received within days of the warranty expiring this is why the unit was repaired under RMA ***
Currently you have sent the unit in under RMA *** and the unit is currently out of warranty
In order to verify warranty based on purchase date we would need you to attach to the Revdex.com complaint the proof of purchase for this product for us to evaluate further and verify warranty
Unless you provide a valid proof of purchase to show the unit was purchased within the last twelve months and it was new in box when you purchased it, then the out of warranty fee’s would stand and you would be required to make payment for the repair
As for refunds, ASUS does not provide refunds or compensation, you would need to reach out to the reseller whom sold you the device for the refund if you require one
I very much apologize for the issues
Best Regards,
*** ***
ASUS Corporate Customer Care