ASUS Computer International

Dear [redacted] ***, I very much apologize for the issues you have experienced I am sorry for the poor experience you have had with ASUS and our support team and this will be investigated by our internal QA team as well to take necessary action internally An RMA has been issued and pre-paid label has been sent to you as previously mentioned It is up to you if you wish to send the unit in, however if you do please include the AC Adapter since this is a power issue I very much apologize for the issues Best Regards, [redacted] ASUS Corporate Customer Care

Complaint: [redacted] I am rejecting your response because as you well know, the refund I have repeatedly requested is for a repair fee paid last Nov (2016) for unrealized repairsIt has no connection whatsoever to where the faulty device was purchased With all due respect, I suggest you/ your legal deptreview the CA laws regarding financial elder abuse by a business.Sincerely, [redacted]

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 matterAs 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 [redacted] S ASUS Corporate Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/11/19) */ Dear Customer, I apologize for any inconvenience or frustration this may have causedI am very sorry for the way things have been going for you and I wish you the best luck and hope everything starts getting better for youI am extremely sorry about this matter as well, but we cannot guarantee the unit will be replacedIf you would like to send the unit in to have it repaired, I can ensure you that would not be a problem, I just can ensure it would be replacedWhat I can do is set you up for the RMA and put in a request with the repair facility that they replace this unit if at all possibleI cannot guarantee I would be able to get it replacedIf they do not replace it, they will still repair it and it will be tested prior to being sent back to you [redacted] ASUS Corporate Customer Care Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would appreciate thatWhat information do you need in order to send me a RMA?

Initial Business Response / [redacted] (1000, 5, 2016/02/02) */ Dear Customer, I apologize for any inconvenience or frustration this may have causedLooking into this matter for you, I have some good newsThe repair facility noticed that was a mistake on their part and that your unit was under warrantyThey repaired the unit and it has been shipped out alreadyAccording to it's outbound FedEx tracking number XXXXXXXXXXXX, the repaired unit should be returned to you tomorrowPlease let me know if you have any other questions or concerns [redacted] ASUS Corporate Customer Care Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Dear Customer, I apologize for any inconvenience or frustration this may have causedCan you please provide me your rebate tracking number and I should be able to get this approved for you in the next couple business days after I receive it [redacted] * ASUS Corporate Customer Care

Initial Business Response / [redacted] (1000, 5, 2016/01/14) */ Email Sent To Customer Directly: Dear Customer, I am reaching out to you in regards to your Revdex.com caseI apologize for any inconvenience or frustration this may have causedLooking into your case, I would like to approve an advanced replacement(cross shipment) for your situationI will outline the details below on how this will work out to be sure you want to move forward with this option We do have a cross ship option, but I will have to send out a stock check first(if I am not able to verify stock now) which can take up to full business daysThen, once we hear back from that and stock is verified, we will send you an email that contains the RMA instructions and a link to our site to fill out your credit card informationYou will then submit your information at that link and we will then place a hold on that card and ship out the replacement once we process that submissionOnce you get the replacement, you will then ship back the defective one, and once we get that from you, we notify the bank to remove the hold off your card [redacted] S ASUS Corporate Customer Care Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Great that sounds like a good solutionSend me whatever is needed so that this matter can be resolved

Initial Business Response / [redacted] (1000, 6, 2015/10/28) */ Dear Customer, I apologize for any inconvenience or frustration this may have causedAt this point I have intervened in your case and am taking care of this matterI am currently still in the process of getting everything taken care of But I can ensure you that the board will either be located and repaired or you will be sent a replacementI will get this sorted out for you and when I do, I will be sending you an email to your personal email address to keep you updated [redacted] 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 causedLooking into your case, I am very sorry things have been such a mess for youI have approved a new in box replacement for you and am coordinating with the repair facility and my superiors to be sure this happensI understand your frustration fully on this matter and am shocked your case reached this level before being properly handledAre you ok with a new in box replacement unit? Please let me know if you have any other questions as well [redacted] **Asus Corporate Customer Care Team/Escalations Specialist

Initial Business Response / [redacted] (1000, 6, 2015/06/24) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter As of 6/16/I show that your proof of purchase has indeed been approvedYou are within your manufacturer's warranty until 7/14/ Please contact support for any further services Best Regards, [redacted] ASUS Customer Care Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/06/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm convinced that as soon as I initiated my complaint to Revdex.comAsus began to give my problem some attention So I want to say thank you for being proactive at listening and protecting consumers rights and interest

Complaint: [redacted] I am rejecting this response because: Mr [redacted] Thank you for your follow up and I do appreciate your efforts I have also received two emails from customer service requesting I call in and speak with someone and not communicate via emails Unfortunately the issue has not been resolved, but I needed a break from dealing with itThis purchase of my fourth Asus laptop has been a most unpleasant experience and I feel I have hit a brick wall No matter whom I speak with or communicate with in any way simply cannot help me The actual individual I speak with is always very polite and professional, unfortunately their hands are tied and cannot help me and all customer service falls short of any definitive answers Since my computer was returned, I spent five days running updates, I kept getting error messages or something couldn't loadI had to do a restart every few hoursI have photos documenting the errors and date and time indicating just how long everything is taking You had my computer for four weeks, I kept hearing "waiting for a part"No one has ever explained or informed me of what was actually repairedBecause the moment I turned my computer on, it felt like nothing was done to it Let me explain why I am so disappointed and frustrated I have an Asus X501A which is four years old That laptop runs smoother and faster than the brand new one you just repaired My classes start on August 22nd and I feel certain I will not have a laptop So I ask you Mr [redacted] , what is my next recourse? I've reached the end of my rope, I'm disgusted and frustrated with no where to turnQuite frankly, I do not want this computer, I no longer even want that model What am I supposed to do? This has already absorbed and consumed so much of my time I am done arguing, I am done going round and round with no answers I have no idea what else to do or say, so you tell me Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I have been dealing with this current situation for WEEKS! In addition, we have not had a quality computer, at allIt was obviously defective at purchase I find it sad and disturbing that the representative from ASUS is quoting company policy in his responseI'd like to know what company policy states regarding the following: not returning a customer's message within 24-hours as stated not filing a claim for damages during shipping when ASUS paid for the shipping and FedEx damages the item, instead telling the customer to file the claim, which is incorrect and WASTED a week of time I have been told numerous times that someone would return my callNot one time as anyone called me backI was assured, last Friday, that Allen, level 3, would return my callWe canceled dinner plans with friends as I knew I would not be able to easily speak from a restaurant He never called When the unit was damaged during shipping, it was, I assume, the fault of FedExHowever, had we not had the same problem fixed other times, and it still did not work, the computer would not have been shipped, therefore, no damage Here is the best analogy for this situation: I buy a new car from an authorized dealerWithin months, the car stops working and is repaired for the same issue, timesAt the fourth time, the manufacturer requests the car because I am asking for a new carWhile being towed to the manufacturer, the car is involved in a traffic accidentThe front end of the car, the engine, is smashed The Lemon Law applied to the issues with the vehicle prior to the accidentThe physical damage only solidifies that this is not a vehicle that needs to be repaired As the Lemon Law applies to more than vehicles, and does specifically include computers, the computer we purchased should be replaced with a NEW unit We have had WEEKS of time, throughout the year, with no computer because it was being repairedThis is unacceptableI have NEVER experienced such poor customer service I would ask that the representative from ASUS carefully read through my file and do what's rightIf someone would treat me and this situation as they would want to be treated in a similar situation, I would have received a new, replacement computer, or refund, a long time ago That is all we are asking: for ASUS to do what's right Sincerely, [redacted] ***

To Whom It May Concern, I am already dealing with this customer outside of here via email directlyThe previous RMA the customer sent the unit in under, the unit was fully repaired and tested before being returned to customerHowever, the customer is claiming to have issues with unit upon receiving it backUnder corporate instruction we had customer send the unit in to be tested to see if we can re-create their issue and find the root cause and fix it for them Since they have received the phone and have fully tested it very extensively over several days trying to re-create the issue the customer is claiming to have, they have not found any issues with the phone at allSo, they are shipping the unit back as no trouble found I have informed the customer that if they are still having an issue at this point, then they should provide me a video showing the issueI had suggested to make a call on speaker phone and record this with another device to show the unit has service and is still connected to the other line when the sound issue occurs as we do not have any issues with the phone at all [redacted] S ASUS Corporate Customer Care

Dear Customer, I am extremely sorry for all of the issues you have had thus farLooking into your case and speaking with my superiors, I was informed we will not be able to send you a batteryHowever, I can setup a new RMA for you to send that unit back to us and them replace the battery and double check everything else for you as wellOf course at no cost to you, I will even provide an overnight FedEx label to get you taken care of as quickly as possibleDoes this sound like a suitable solution to you? [redacted] ASUS Corporate Customer Care

My response on Revdex.com site: Dear Customer, I am extremely sorry for all issues you have had thus farLooking into your case I see there may be some misinterpretations based on the warranty and regional coverage of the warrantyWhat you have received with the unit is a brief version of the warrantyHere is a link to the full warranty: [redacted] Please review the last section, section 10, I have pasted it below as well: "International Warranty and Support This Warranty applies in the country of purchase Additionally this Warranty entitles You during the Warranty Period to international ASUS warranty service in Europe, North America (USA, Canada and Mexico), Asia, Republic of South Africa and Australia/Oceania, subject to the following additional restrictions: • Service procedures may vary by country • Some service and/or spare parts may not be available in all countries • Localized spare parts (such as keyboard/ keymats) may be replaced with the version available in the country where the repair is requested • Some countries may have fees and restrictions that apply at the time of service • Certain countries may require additional documentation, such as proof of purchase or proof of proper importation, prior to performing International Warranty and Support To enjoy comprehensive international warranty service, visit ASUS Service Center website at [redacted] for detailed locations ASUS reserves the right to interpret the provisions in this ASUS Warranty InformationThe information in this warranty card may change without prior noticePlease visit the ASUS Support site at [redacted] for current and complete ASUS warranty information." With all of that being said, I deeply apologize but your unit is zoned to another region and our fees and retrictions are for units not from our zone is to have the repairs paid for in full by the customerPlease notice the warranty section I have presented you that covers thisAlso please understand that we may not even have the parts for this and have to order them if we can find them or it could have to be repaired with different parts I understand your frustration, however, there is nothing we are able to do, unless you are willing to pay for the repairsI would contact my place of purchase and inform them of this situation as they should not have sent you a phone manufactured and zoned for another company Cordell S ASUS Corporate Customer Care

Dear Mr [redacted] * [redacted] , I very much apologize for the issues you have experienced Based on the repair history of this motherboard the last RMA shows the board tested fine on the repair facilities bench test I did not see where you had tried a different CPU based on notes or your Revdex.com feedback so it is possible the issue may be a defective CPU The motherboard was out of warranty on 2/11/ However as a good faith effort ASUS will approve a courtesy free of charge repair as a onetime courtesy only Be advised that the RMA once closed will come with a day repair warranty If you do not notify us of issues within that day time frame and have a new RMA issued, then you will be responsible for future costs of repair after that day repair warranty expires I have issued a new RMA and sent a courtesy pre-paid shipping label along with shipping instructions to your email I very much apologize for the issues Best Regards, [redacted] ASUS Corporate Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matterWith the unit being out of the warranty period, all we can offer is a repair at the quoted cost you received on the previous RMAFor further warranty information, please se the link below: http://www.commercialsupport.asus.com/#!limited-hardware-warranty/ [redacted] W [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The ASUS own staff determined the failure in this laptop computer is the motherboardThere are three reasons for motherboard failure Power surge which results in instant failure Physical damage which is manifested with visual damage and system failureIs the slow failure which my machine experiencedFrom the beginning this machine required rebooting after only a few minutes of operation, I took the machine back to the Best Buy store where I purchased this computer and explained my problemThe store tecnition would restart the computer and it would not malfunctionI did this at least three times physically and made several phone calls asking for restart help and each time a reboot would let the machine operate to my needs until the next problemWhat my reaseach has discovered is the following; motherboard failure results is selective perfial shut down meaning the motherboard would selectively fail to function componuts such as screen dimmer, keyboard lights, touch screen functions, keypad malfunction, video display, sound confusion, failure to recognize icons as well as many more phantom malfunctionsThe best response I received from Best Buy technitions was "this is a result of windows and just live with it"I am not at all satisfied with the ASUS response because this motherboard was malfunctioning from the start it was not a failure of windows and further a replacement of a motherboard will not repair the problem because of the many components within the computer that have already been damaged by a malfunctioning motherboar which will not be replaced no matter who paysThis ASUS outfit receives a B+ from the Revdex.com rating system with over complaints and only one resolved satisforictally according to the public report that I read from the Revdex.com archivesThey,ASUS, give this firm statement this machine is out of warranty as well as telling me I should have brought to their attention when I noticed the problemI did and each time a reboot corrected the active problem, I am not computer smart enough to understand "we have a problem here Huston" but whe the computer did not light up I began to get real smart, and I got even smarter when I researched the reasons and symptoms of mother board failure and also it is impossible to properly install a motherboard after original assembly because of precise cooling air passageways [redacted] are impossible to duplicate off the assembly line, which incidentally is one of the causes of motherboard failure, overheating, The product was bad from the beginning, it is impossible to repair (as evidenced by the day warranty of the replaced component and no coverage for the damaged perrifials) and the smoke screen that I encountered blaming the malfunctions on windows 8, leaving me to believe the ASUS computer was ok and the real problem was with windowsThe actual problem is a computer that is trying to do more than the physical case can accomidateMy middle ground was to pay to have the machine repaired, the more I pondered the option of having the machine fixed and realizing that any of the components that the motherboard was communicating with in the semi functioning mode in which it was operating from the beginning are already compromised and most likely to expierence improper operation with a replaced motherboardThe more learned me realizes a repaired computer is prone to failureMy middle ground is to have this machine replaced with an ASUS provided laptop with touch screen and windows as the operating systemThis does not have to have the I 7, dual core bit processorSomething more manageable and reliable would do just fineI believe my request for a much less fancy computer is not unreasonable as a compensation for the frustration that this machine gave me from the beginning Final Consumer Response / [redacted] (3000, 17, 2015/09/21) */ After receiving a positive solution for the problem I complied by returning the computer for a one time no charge repairUsing RMA USXXXXXXXX for the return shipment no fee repairToday I read their $charge to repair part of the from the factory problemItSeems they have totally forgotten me as well as the other Revdex.com complaints against their terrible service and or productsTheir communication clearly stated they would perform a one time no fee repair now they have recanted knowing full well the Revdex.com would close the complaint as fully satisfied because of the delayed timing of ASUS replyPlease reopen my complaint and remind ASUS of their communication to satisfy me, the customer by a one time no fee repair [redacted] XXX XXX XXXX Final Business Response / [redacted] (4000, 19, 2015/09/22) */ Dear Customer, I was waiting for your approval of the offer through the Revdex.com portal and then upon receiving that approval I was going to create the appropriate RMA with all of the notationIt appears you contacted product support on your own and set up an RMA on your ownRegardless, I have resolved this and the quote for the repairs has been waived W [redacted] ASUS Customer Care

Initial Business Response / [redacted] (1000, 5, 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 reseller [redacted] ASUS Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Due to the return policy of the merchant, this phone cannot be returnedASUS should not be charging any processing or other fees to replace defective phonesPlease explain why it makes any sense for a customer to have to pay more money because ASUS produced a defective phone and they were unlucky enough to purchase it Final Business Response / [redacted] (4000, 9, 2015/09/02) */ Dear Customer, the processing fee is for required for advanced replacement service and not for the standard RMA optionThis is a service that provided upon the customers requestAll units sold pass [redacted] rigorous quality assurance process, so it is inexplicable as to how you received a defective unitHowever, the warranty policy for that product exists for your protections in such caseWe offer the advanced replacement option as a courtesy [redacted] ASUS Customer Care Final Consumer Response / [redacted] (4200, 11, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Both the email and phone reps told me that since the original repair attempt failed, replacement with a $processing fees was the only option leftYou deny it is possible that ASUS could possibly produce a faulty product, and you deny that there are any shortcomings with your warranty serviceIt is clear to me that ASUS does not stand behind its products, nor does it support its customersAfter many years of being a loyal ASUScustomer, I most likely will not buy ASUS ever again

Dear [redacted] ***, I very much apologize for the issues you have experienced Please provide the rebate tracking number so I can have our rebate company look into this for you and help resolve it I very much apologize for the issues Best Regards, [redacted] ASUS Corporate Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/10/28) */ Dear Customer, Looking into this matter for you, it appears that we have just filed a claim with FedEx for this matterYou have been setup with the new RMA already to send your unit in for a replacementYou should have gotten some emails pertaining to this as I can see they were sent to you through our email serverI see that you are requesting a new in box unit, however the replacement would be a remanufactured replacement as you have been previously informedIf you would like to have the unit replaced, please follow the RMA instructions pertaining to RMA number USA15Athat has been setup for this matter [redacted] ASUS Corporate Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) ASUS keeps taking me in a circle of FedEx claims as if it's Fedex's fault my tablet went to my old address when Asus Repair was finished with itThe fault lies with Asus Repair who sent it to my old address instead of the new one as informed by meIt's the runaround over and over, always ending with them sending me a refurbished tablet to replace the one they lost I bought my Asus Transformer Tab 701T new from Adorama Camera in May/August 26th I sent my tablet to be repaired for an annoying powering up issueI took VERY GOOD CARE of my tablet, charging only when popup occurred and only for the time stated in the manual, keeping it covered at all times, etcIt never left my homeMy tablet was MINT AND LIKE BRAND NEW when I sent it for repair at only months oldWhen I initially reported the problem I told the rep that I was movingI contacted a different rep with my new address when obtaining the RMA for repairThe new address was the return address for the RMA labelI also included my new address inside the box with the tabletAND YET THEY STILL SENT IT TO MY OLD ADDRESS which was not a good neighborhood to live inI went there and asked everyone I could if they'd seen a package by the door and no one admitted to having seen itSo apparently due to Asus Repair's error my tablet is now goneAfter them trying to give me the runaround with a Fedex claim as if it's Fedex's fault, they finally sent a replacementOne that is filthy and scratched and chippedI've asked repeatedly for a NEW tablet as replacement and they finally said they have only used tabletsI asked repeatedly for contact info for their parent company which has not been forthcomingInstead they've started another Fedex claim as if it's that company's faultAfter days they'll issue another RMA for this piece of junk they've sent me stating that the next tablet sent will have no cosmetic defects, but that it will be usedHow will I know how it's been treated? That matters, for battery life and for performance in generalI don't deserve a used tablet as a replacement for my beautiful new tabletIf they don't have new devices at their plant, one should be sent from their parent company, Asus International Final Business Response / [redacted] (4000, 16, 2015/12/23) */ To Whom It May Concern, Customer has received the replacement unit at this point and everything has been resolvedPlease confirm with customer [redacted] ASUS Corporate Customer Care Complaint Response Date bumped because: Holiday Final Consumer Response / [redacted] (2000, 18, 2015/12/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a brand new replacement for my tabletAll's wellThank you