ASUS Computer International

Dear Mrs*** * ***,
I very much apologize for the issues you have experienced.
I have reviewed the case and authorized a onetime free of charge repair. I have emailed you shipping instructions and a pre-paid shipping label from ***
Please send the product in and we
will repair the unit in warranty as a courtesy
I very much apologize for the issues
Best Regards,
*** ***
ASUS Corporate Customer Care

Complaint: ***I am rejecting this response because the warranty was to cover the product free from defect but it is a defective product from the beginning
The RMA number is ***The item was purchase under my name but was for my sister *** *** as a gift and now she is the one dealing with all the problems of the product
***, your response once again showed how irresponsible is ASUSMy sister followed the procedure and have her shipping staff packaged the item with care and sent out using the shipping label ASUS providedWe have no control over the shipping method and the shipping accountWhy should we be the one contacting the carrier? The one who holds the account should be contacting the carrierPlus when my sister asked your staff for more information on the damage no respond was send from them and now they claim the item has shipped back to usWhy can't ASUS tell us how damage the item they encountered and show us the photo of how it arrives at the facilityDO YOU THINK A SIMPLE $would explain what needed to be done on the productIf you are in my shoes would you simply pay $for the repair without knowing what is going onIt appears to me more that ASUS is trying to hide the fact the product was damage by ASUS and now blaming the carrier for it and take no responsibility of the damage
I read the warranty, and I do see there is a clause of Accidental Damage Protection (ADP)Although it is not an accident cause by us but I guess under the warranty the accidental damage protection should cover whatever damage in this case
I demand again a refund of the item as it was never functional for use
***
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/08/25) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matterAccording to all of the information in the case notes, we received the "Verizon setup box" from you
under UPS tracking number 1ZY8079YXXXXXXXXXXASUS sent an invoice for the return shipment of this deviceHad we received your product, shipping would have been covered for the return after repairsWe sent out this device via Fed Ex tracking number XXXXXXXXXXXX and was delivered on 5/with no signature required, proof of delivery statement was attached to the case notes on 6/Your frustration with this issue is understood, however, ASUS cannot rightly replace a product we show to never have received
*** Z
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ultimately, ASUS wants us to accept at face value that the laptop that we shipped emerged somewhere other than their repair shop, or that UPS managed to swap packages somewhere between Virginia and California
This puts us in an untenable position UPS asserts that what we shipped was delivered, and ASUS claims that what was delivered was a Verizon set-top box (which we did not send - nor could we have sent, since the only set-top boxes we own are still attached to our TV)
Preferably, it would be admirable for ASUS to do some actual inquiry work into how a laptop and some other materials might have become mixed up at their repair facility, and either own this mistake or provide us with a certification on letterhead that they received a package that did not contain the laptopAt least then we would have something to show UPS to contradict their claim (which is essentially that ASUS mixed the packages up at their facility)
Final Business Response /* (4000, 9, 2015/09/04) */
Dear Customer,
I apologize for the waitYou should have received an email with pictures attached of the item that was received on RMA USXXXXXXXX
***
ASUS 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 meSincerely, *** ***

Dear Customer,
The replacement was shipped out under FedEx tracking number ***, you shall receive it today
Yours sincerely,
*** **
Asus Corporate Customer Care Team/Escalations Specialist

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

Dear *** ***,
I very much apologize for the issues you have experienced.
Can you please provide a serial number or RMA/Case number as I do not see you in our system?
For Refunds you would have to work with the point of sale as ASUS does not provide refunds as the product was not
purchased from us but was purchased from ***
The shipping damage is also not covered under warranty, as any type of damage does void the warranty of the product. We would recommend working with the shipper to get this issue resolved that shipped it to our repair facility as they would be responsible for that damage
For full warranty terms please visit this link - ***
I very much apologize for the issues
Best Regards,
*** ***
ASUS Corporate Customer Care

Complaint: ***I am rejecting this response because: I do not trust ASUS and do not want anything they will send me. As I understand it, they offer a used computer to replace my computer with no warranty and no money back. After this experience, I want nothing they've supposedly "repaired". I want my money back and my non-repairable laptop. I can put some more money with it and get a brand new computer.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/08/17) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
After reviewing the customer's complaint, we are willing of waive the costs of repair as a onetime courtesy
for the customer
Best Regards,
***
ASUS Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Says they will waive the cost and return my computer fully repaired so I'm satisfied with the result

Initial Business Response /* (1000, 5, 2015/06/24) */
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 services
If you are unable to use the product, we suggest to contact our technical support at X-XXX-XXX-XXXX and our service team will troubleshoot with you to find out the root cause of the problem, if they are unable to resolve the issue remotely, you will need to have the unit serviced
Best Regards,
*** M
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted technical support about a month ago and I am in the same situation, my computer is still not workingI realized that it is common with this company to transfer the customer and the duration of the call is at least an hourUnfortunately that's inconvenient at timesI have being promised to get a returned call about the situation and I still waiting

Initial Business Response /* (1000, 5, 2016/01/07) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedAt this point I have gotten to the bottom of what was going on with your unitIt appears that it was in fact delivered to the incorrect facility and they
for some reason had not rerouted it to the correct facilityI have contacted them and have them shipping the unit to the correct facility at this pointOnce it arrives, I have already asked them to please expedite this RMA as quickly as possibleI am again extremely sorry about this situationI am going to also add an additional months to your warranty for this matter, if you would like me to do soPlease let me know if you accept the warranty extension for this matter and I will correct your warranty in the system
*** S
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is a start but not good enougtThis computer has been plagued with problems right out of the boxI am afraid long after the warranty expires I will be dealing and paying to fix problemFrom day one, when I first called to check on the repair status, I was told it was at the wrong location but it took a month to attempt to get it to the right locationWhy did it take that long? Did something went wrong or workers just don't careI have been significantly inconvenience and no specifics on when the problem will actually be resolvedThis quality of service and just abominable and it is highly insulting to me that ASUS things extending the warranty by three months will be satisfactoryTotally unacceptable!
Final Business Response /* (4000, 9, 2016/01/13) */
Dear Customer,
The unit has been delivered to the correct facility at this point and is currently undergoing the repair processThe repair process is normally to daysAs far as the delay on reshipping the unit to the correct facility, I am not sure what happenedI am however, extremely sorry for that matter and all of the other issues as wellAs far as the warranty goes, the most I will be able to do is add a month extension to your warrantyOutside of that, there will not be anything else I can do for that matter
*** S
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 11, 2016/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am not happy with the resolution, but *** S., ASUS Corp Customer Care executive said there is nothing else he can doWhat he should say is that he is not willing to do anymore! ASUS is a non-caring company and I recognize it for what it isIt is time to move on!

Complaint: ***I am rejecting this response because:
CID means Customer Induced Damage. My only activity with the watch is to wear it every day. People sweat. I fully expect a watch to be designed with material knowing people sweat. This is reasonableTheir warranty states, “ASUS warrants the Product to be free from defects in workmanship and material for the Warrant Period.” The warranty period is one year and I bought it in December 2016. It is a design and material defect to not account for people sweatingI included an URL (below) that details this issue. If it is just dirty, I will accept their offer to clean and return it. If they have determined it is damaged, then I reasonably expect the watch to be repaired under warranty, at no further cost. In either case I expect it to be returned to me in a fully functioning state and I want an assurance it will be covered for the balance of the warranty period. Here is the URL: ***
Sincerely,*** ***

To Whom It May Concern,
It appears the customer has already been refunded at this pointPlease confirm
*** **
ASUS Corporate Customer Care

Initial Business Response /* (1000, 6, 2015/05/05) */
I apologize for any inconvenience or frustration this may have causedI am looking into this issue farther and will be in contact again soonWhile I am investigating the claim, I will inquire on what service options are available if anyThank
you for the time to voice your complaint, I will provide an update as soon as I receive one
In the interim I have emailed you to request some information regarding your complaint
Best Regards,
***
ASUS Customer Care

Complaint: ***I am rejecting this response because:
only units came in recentlyStill not recieved unitsPlease refer to rma ***. Sincerely,*** ***

Dear Customer, I completely understand your frustrations at this point and I am extremely sorry things have went this way as well. Looking into your case, I see you are requesting a refundUnfortunately, we cannot offer any kind of refunds or monetary compensationsWe did not sell
this item 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 we can do is get this unit repaired and shipped out as quickly as possibleI have reached out to my superiors and all my contacts at the repair center and have asked them to please get this unit repaired and shipped out overnight immediately. I do apologize again for the lengthy delay on thisWe should have the repaired unit shipped out very soon. *** ** ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/11/20) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedThe reasoning you received a quote for the repair is the screen is physically crackedYou were informed prior to sending the unit in by the technician who
setup your RMA that any physical damage is not coveredYou informed them the screen was not broken, so they gave you information based off what you told us, but it was made clear that physical damage is not coveredYour RMA instructions that you received prior to sending your unit in outlines this as wellWith all of that being said, you were claiming the unit did not have any physical damage and the screen was not broken, do you happen to have any pictures of the unit prior to sending it in that shows it was not broken? If so, its very possible I can get this repair approved for youBut we are simply following our warranty terms and agreements on this matter, physical damage is not coveredPlease let me know if you have any other questions as well
***
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The screen was not cracked the screen was half dark and half black I told the agent that before I sent the unit to you guys.Thats the reason I shipped it to the facility, and I made it clear to the tech that if it wasn't covered to et me know before I waited my time and money before shippingI don't have any previous pictures.I called the second time and one of the agents said it was covered and a week later I received a 300+ bill for the repair its not fair and if nothing cant be resolve just send me my labtop and I will never purchase any of you products in the near future.Thankyou
Final Business Response /* (4000, 9, 2015/11/25) */
Dear Customer,
You received the unit back from us according to the FedEx tracking number showing it was signed for by you, on 11/23/I am very sorry about this matter, but it appears the reason the screen is appearing as you have described and as we see it as well, is due to the LCD being crackedI deeply apologize about this but physical damage is not covered by the warranty
***
ASUS Corporate Customer Care
Final Consumer Response /* (4200, 11, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will never purchase a product from your company ever again and thank you for wasting my money in shipping for this conclusion happy holidays

Initial Business Response /* (1000, 5, 2015/08/05) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
We will locate the retention bracket and ship it immediatelyYou will be sent an email with the tracking
number on it
Best Regards,
*** M
ASUS Customer Care

Initial Business Response /* (1000, 5, 2015/05/14) */
Dear Customer,
We apologize for any inconvenience and frustrations causedI will be assisting you with this case moving forwardWe appreciate your patience regarding this matter
Unfortunately, we cannot offer any kind of refunds or
monetary compensationsWe do not sell directly to the public; you did not buy the product 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
You can read the full warranty disclosure in this link:http://www.asus.com/us/support/Article/
I can issue you a repair service RMA and a prepaid email voucher to initiate the warranty service if desired
Best Regards,
*** M
ASUS Customer Care

Dear Customer,
I see all units for RMA *** have been shipped out and signed for as wellEvery unit keyed in for that RMA has been returned to you at this pointPlease let me know if you are having any other issues or if there are other units in question and I will get to the
bottom of what is going on for you.
*** **
ASUS Corporate Customer Care