ASUS Computer International

Dear *** ***,
I very much apologize for the issues you have experienced
I have issued an RMA and request for model change has been put into our system. At this time I do not know what model will be offered. However once the model is provided you will be emailed with those specs
As for warranty ASUS offers a one year warranty from date of purchase. Once warranty is expired then you will only receive a day repair warranty, and after the days you would be responsible for full costs of repair
ASUS will not reimburse for any items added to the system such as upgrades as the warranty policy clearly covers this. I would suggest removing any upgraded items as you will not get them back if you send the product in with those items installed
In order to process the exchange you will be required to send the defective product in and then we will swap it in house. You will not be able to keep the original product as if you keep the original product then ASUS will not be able to swap out the replacement in house and ASUS will not send a notebook out first
I can be reached anytime at *** if you have questions or concerns
ASUS Warranty Terms: ***
I very much apologize for the issues
Best Regards,
*** ***
ASUS Corporate Customer Care

Email Sent Directly To 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 causedI cannot find any case with the information you have provided in your Revdex.com complaintI see
no case with your name, email, nor your phone numberCan you please provide me the information that was used on your cases and RMA with us, or at least a case or RMA number would be sufficientI do apologize for this matter, please provide me this information asap so I can help get your case sorted out
Yours sincerely,
*** **
Asus Corporate Customer Care Team/Escalations Specialist

Complaint: ***I am rejecting this response because:
The motherboard originally failed with an error code which would not allow it to boot at allAfter performing suggested methods to fix, the error would not go awayThis is the second failure of the board in less than half a yearIf you spent $on a watch you wouldn't expect it to fail every couple of monthsThe graphics boards need to be removed before returning the motherboard to ASUSWithout the original error, the graphics cards would never have had to be removed
It is well documented on the ASUS forum and others that larger, heavier video cards contribute to the issue described due to the lack of sufficient reinforcementASUS acknowledges that these heavier video cards are compatible with the Hero VIII motherboard which I returnedThe PCI slot then comes up when the video card is removed for return or other reasons
ASUS has introduced the safe-slot PCI on the Strix and Rampage boards they also manufacture which adds reinforcement to the PCI slot exactly because of failures as identified here
Here is just example link - ***Sincerely,*** ***

Complaint: ***I am rejecting this response because: there was no response! The business asked me for a transaction number again (I already provided twice)They have not done anything. Sincerely,*** ***

Dear Customer,
Please confirm if I am incorrect, but at this point you have moved forward with another RMA and we are currently working out the replacement model with youYou were just sent an offer via email yesterday 4-Please let me know if you need any additional assistance with your case and I will be sure to help you outIt does appear our escalations teams are working on your case already though and you are being taken care of.
*** **Asus Corporate Customer Care Team/Escalations Specialist

Dear Customer,
My superiors are working on the refunds nowI finally got them to approve everything and worked it all out with themI am very very sorry for the delay on all of thisIt may be a couple weeks for them to get everything all processedI believe at least one of the refunds, maybe even both will be checks that are directly mailed to you.
*** **
ASUS Corporate Customer Care

Dear Mr*** * ***,
I do apologize for the issues you have experienced
Since the product is under warranty I have gone ahead and issued an RMA *** for the AC Adapter and provided a pre-paid shipping label for you to send it in and have it swapped out in house under warranty.
Unfortunately ASUS does not offer refunds per our warranty agreement terms and conditions
For refunds you would have to contact point of sale
I very much apologize for the issues
Best Regards,
*** ***
ASUS Corporate Customer CareTell us why here

Dear Customer,
I am extremely sorry for the confusion in this matterHowever, our notebooks have a month warranty and have only had month warranties except units sold to special retailers like our sales partners that offer an additional yearThose units are marked on the bottom of the unit to reflect the extra warranty as well as the warranty information on our system is updated to reflect that as wellYour unit however was not purchased from one of these sellers nor is it marked or indicated anywhere you will receive a month warrantyIf you go to our website and look at your exact model and then go to the support section and select the warranty tab, you will get this link presented to you as warranty information, please view this: ***
You will see how it is explained at the very beginning that the warranty term is the term listed on the bottom of the unitAnywhere you can find our warranty terms and agreements it will state the sameAlso, as already mentioned, our notebook products only have one year warrantiesI do apologize for this issue, however, your unit is long out of warranty at this pointIf you want your unit repaired, you will need to send the unit in and pay for repairs.
*** **
ASUS Corporate Customer Care

To Whom It May Concern,
At this point we are replacing the customers unit, however, there has been a few delays on the RMA process and we are now awaiting the unit to be shipped out from another facility of ours to get it to the customer as soon as possible
*** **
ASUS Corporate Customer Care

Dear Customer,
I do apologize for the incorrect information being listed on the support page for this unit making it seem as if there is a warranty for this unit through us, as there is notAs previously stated, this is a T-Mobile unit, that is why it is named the TM-ACTM stands for T-MobileWe manufacture those units for T-Mobile, they do all warranty work, please contact them againYou said they have tried to direct you to us, that is completely incorrect, I would strongly suggest requesting manager/supervisor when you contact them again as they are well aware of the fact that they hold the warranty on their productIf we were able to help you, we wouldWe would not be informing you the same thing with every point of contactI do apologize this has been such a mess, but again, we cannot repair this unit
As far as the website, we will have that updated immediately
*** **
ASUS Corporate Customer Care

Initial Business Response /* (1000, 6, 2015/08/31) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matterASUS 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 resellerI can, however, send you the SLi bridge that you needIf this is an adequate solution, I will send it out to you ASAP
***
ASUS Customer Care

Initial Business Response /* (1000, 5, 2015/11/04) */
Dear Customer,
Just to be sure the issue is the motherboard, you have tested your cpu on another board and confirmed all dram slots work correct? As the issue you are describing with the dram slots, could be your cpu just as much as the
motherboardThe CPU has a dram controller on it and it handles and controls the dram slots as wellIf the CPU socket is not damaged, and this issue isn't due to bent pins in the socket, being as the board tested just fine at our facility, its possible your cpu is the issueIf you have not tested your cpu on another board or tested another cpu on this board, then that needs to happen as we might be going after something that is not the issueIf you have confirmed you cpu is not the issue, then I would strongly recommend a cross shipment RMAI will explain details below
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
Please let me know if you would like the cross shipment and I can get that all setup for you
*** S
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I bought a LGAmotherboard on ebay: XXXXXXXXXXXX
I used this motherboard and my old CPU + old memory tested overnight, not a single problem
It must be the ASUS motherboardThe explanation is pathetic
Please do the cross ship optionI choose "not accept" for the purpose to keep all under Revdex.com's radar
Please send a replacement as soon as possibleEmail me or call my home number XXXXXXXXXX
Last time, the replacement I received is worse than the one I sent in (maybe same?)
Regards
ACCEPT cross shipIf not available, please refund half its market value
asus XSABERTOOTH motherboard
$260/= $130)
Regards
Final Consumer Response /* (3000, 13, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are still "checking stock on replacement"
I have been waiting so long without a replacement board, my computer crashed every a couple of hours for months
I prefer a settlement check around *** (Half of the original purchase price)I cannot wait forever
Thanks and regards
Final Business Response /* (4000, 15, 2015/12/01) */
Dear Customer,
We are having a terrible time locating a replacement suitable for this matterBy any chance would you happen to have the purchase invoice? You can attach it to your reply through here, or you can email it me directly on our email chainIf you have the invoice, I should be able to get the settlement of half the purchase price approved for youSo, if you can please provide that to me, I will let you know how we can move forward for this matter
*** S
ASUS Corporate Customer Care

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me*** *** at ASUS corporate has been in touch &I've already returned the tower, it was picked up by FED X 05/02/& I'm waiting for my refund checkThank you again *** for all of your help.Sincerely, *** ***

Dear Customer,
You have already been sent the USB drive free of charge, we have already provided that to you and I have even emailed you a couple times afterwards to be sure you had received itHowever, you have stopped replying to my emails, I was trying to assist you with this matter
As we have previously discussed, we are not able to provide you what you are asking forYou are asking for a retail copy of windows you can install to whatever you would likeWe are not able to provide that to you
The images that we have and what you were provided via USB drive, sent to you free of charge, are an OEM image for the unitAs we have also previously discussed via email and I was helping you with, you shouldn’t have an issue installing that image to any hard drive, as long as it is in this machineHowever, you may end up having issues with ones different sizes and with different cache sizes than original hardwareSo what we have provided you is exactly what you have originally paid for when you bought the unitThe OEM windows image
You did not purchase a full retail version of windows from Microsoft, which is what you will need to be able to install on any device you want toAt this point you are simply asking for something we cannot and will not be able to provide you at allWe are not Microsoft so we do not have full retail copies of windows to just give out to customersWe support our OEM images and that is exactly what we have done for you and we have even provided you a free USB with everything needed to install windows on this machine
I apologize for any confusion
*** **
ASUS Corporate Customer Care

Complaint: ***I am rejecting this response because: ASUS has refused to honor the advertised warranty and has stated they have no interest in resolving this matterThank you for your efforts on my behalfI will forward my concerns to the Federal Trade Commission and appropriate Mississippi and California state agencies and will do no further business with Asus or recommend their products
It really is a shame because I have purchased and recommended their products many times, and what they have now lost greatly exceeds the $battery and minor expenses they saved by violating the warranty, not to mention this dispute is far from concluded.
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
The model that was shipped to me was once again the incorrect model In fact, it was the exact same model that was incorrectly shipped the 1st time I have received a return shipping label, however as of yesterday they have STILL not found an appropriate replacement I find it hard to believe that the company that MAKES the laptop cannot find a replacement This situation needs to be rectified immidiately!Sincerely,*** ***

Ausus claimed, that on the last rma they replaced mother board, whis is a totatl lie
As per any manufacturer when motherboard is replaced, serial nuber changes, in my case
serial number is the same, and last tech that spoke with, told me that no work was done
with last repairs
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/10/05) */
Hello Customer,
I apologize for any inconvenience or frustration this may have causedNow as far as the physical damage goes, that is something that we do not cover and that is clearly stated here in the warranty terms and agreements that
were agreed to upon purchasing the unit: http://www.asus.com/us/support/Article/678/Please review that
I see that you are requesting a refund as wellI am very sorry about this , although we understand your concerns however 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 replacementsWarranty is limited to hardware repair onlyPlease contact place of purchase for these services
Now, for your situation, having provided you all of that information, I would like to offer you a replacement for this matterWe were completely in the right for now repairing the motherboard as it was deemed customer induced damage, thus voiding the warranty, but you should not have received the board back covered in anythingIt should have been returned as it was sent inI deeply apologize for that, and that is my reasoning for offering you a replacementI will be able to provide a shipping label to cover shipping the unit in and have it replaced free of charge and of course shipping covered back to youI am very sorry about all of this againPlease let us know if this will be acceptable
***
Asus Customer Care
Initial Consumer Rebuttal /* (3000, 8, 2015/10/08) */
Ok I'm trying to obtain the shipping label to send it back but don't have an email too get it trying to get it thru here
Final Business Response /* (4000, 21, 2015/10/19) */
To Whom It May Concern,
We have reached out to the customer and are working everything out with themWe are going to replace the board as I have offered free of charge for the customerCustomer seems to be happy with this outcome, please confirm
***
Asus Customer Care
Final Consumer Response /* (2000, 23, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I accept the offer

Dear Customer, I apologize for any inconvenience or frustration this may have causedWhat you have been informed prior to reaching out to us here is completely correctUnfortunately, 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 unitsWith that being said, you can send the unit in for repair under a second RMAI can setup the RMA and provide you a prepaid shipping label to cover shipping the unit to us as wellAlso, I would to make it clear that you did not pay for any repairsYou might have paid to ship the unit to us but you did not pay for the repairs as the unit was repaired within warrantyOur warranty states that you as the consumer are responsible for shipping the unit to us if you have any issues with itWe only cover return shippingBut as I have informed you, I will have no problem providing you a prepaid shipping label to send the unit in for a second RMA to get this issue resolved for you*** ** 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, 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
I will inquire with my service team to see what options we have to offerAgain we apologize for the inconvenience and frustrations you have been caused
Best Regards,
***
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
* You need to respond to this complaint before it can be processed furtherPlease see below for instructions*
Since I apprently "need to respond" I do not accept this as a final resolution but I can wait further
Final Business Response /* (4000, 9, 2015/06/08) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
We are able to offer a free of charge repair, and a prepaid shipping voucherIf you accept this offer we will begin the process immediately
Best Regards,
***
ASUS Customer Care
Final Consumer Response /* (2000, 11, 2015/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is not an ideal solution but I will take the compromise and hope the problem does not reoccur after the repair