ASUS Computer International

Dear Customer,
I completely understand your frustrationHowever, looking into this matter, it appears you are speaking of the USB to Micro USB cable that comes with the Zenpower deviceThat cable is not a propriety or special cable by any means, it is simply a USB to Micro USB cable that
many devices including most non Apple phones and tabletsI see it may be frustrating that cable has failed, however, it is not covered under warrantyWhat you can do to remedy this situation is use and USB to Micro USB cable with this devicePlease let me know if you have any other questions or concerns.
*** **
ASUS Corporate Customer Care

Complaint: ***I am rejecting this response because: This is a little too late. The problem with sending it back is first with my past experience with Asus not very reliableI had to go almost months without my laptop that I use on a daily basisThey jerked me around and I tried to be patientHen they send the machine back with the optical drive a little loose and the battery being badI kept asking about the battery and got no helpSo went out and purchased oneThen once I sent something to the Revdex.com all of a sudden Asus wants to try and make "accommodations" and not even trying that hard still
With that said I am more willing to be more courteous than you have shown meYou can send me the specs for what you consider a replacementKeep in mind I expect the replacement to have the year warranty and I expect that it specs exceed my current laptop in every way considering the horrendous treatment from your company and poor customer service
Sincerely,*** ***

Email Sent Directly To Customer:
Dear ***,
I do apologize for the delay in my response, however the other person that is trying to help you that I informed you is not the one handling your case replied to my email and I didnt know you had emailed me back rejected that offerI have been awaiting a response from youAfter checking in on your case to see why you haven't responded, I now see why
I am soo sorry, but as you have been informed previously, I am the one handling your case, the other technicians you are dealing with are not the Corporate Customer Care Lead of North America as I am and are not able to approve the things I can for youYour case keeps getting delayed as you are not staying in touch with me directlyI do apologize as I keep finding out and trying to get it straightened back out for you
My superiors have informed me that we can offer you the below unit as a replacement:
Part Number: *** Model: MG248Q
Yours sincerely,
*** **
Asus Corporate Customer Care Team/Escalations Specialist

Initial Business Response /* (1000, 5, 2015/10/07) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedI am very sorry about this matter and I understand your frustration as wellI understand you are still within the one year warranty of the unit, but the
problem with the unit would be considered physical damage which is not covered by the warrantyPhysical damage voids the warrantyI see you are asking for a refund/exchange, ee 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 with that being said, due to your situation and the fact that I completely understand where you are coming from, I would like to offer you a one time courtesy free of charge repairI will provide you a prepaid FedEx label to cover sending the unit to us, and we will then repair free of charge and return back to youReturn shipping will be covered by us as wellPlease let me know if that is acceptable
*** S
Asus Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I acceptPlease send the shipping label to my email address***@yahoo.com
Thank you so muchHave a good day

Initial Business Response /* (1000, 7, 2015/08/04) */
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
If we have the stock available, we are willing to issue a replacement, however; if we do not, the warranty only will cover standard repairIf you are willing to have the product set up for either of the option, please respond
Best Regards,
*** M
ASUS Customer Care
Initial Consumer Rebuttal /* (2000, 9, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I already sent this notebook three times for repair and it didn't workI would like a full replacementPlease let me know how to proceed
*** ***
XXX-XXX-XXXX

Dear Customer,
Please provide me the serial number and all other information you have regarding the unit you are having issuesI am not sure if we have that exact serial number on file as last time I was helping you it was regarding another model unitIf you can provide me the serial number
I may be able to approve a replacement for you even if you are outside of the warranty, however I do need the serial number to see what I can do for youPlease provide that as soon as possible and also let me know if you have any other questions or concerns.
*** *.
ASUS Corporate Customer Care

Complaint: ***I am rejecting this response because:
The previous representative said that ASUS would issue a full refund
I am waiting for a $refund as he/she promised
Thanks.Sincerely,*** ***

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 see you have been misinformed about you not qualifying for a
replacement
I will be more than happy to set you up for a replacement, even of a different model as long as we have stock of a model we agree onWhat model change do you have in mind and I will see what I can do for youI am very sorry for all of the issues you have had thus far.
*** **Asus Corporate Customer Care Team/Escalations Specialist

Revdex.com:I just received my ASUS computer and it is repairedI am VERY happy with the results and am sorry I felt a need to resort to this approach to try and get my problem resolvedThey actually agreed to repair my LED screen at no charge because of the long wait with no response from themPlease remove my negative mark against them or replace it with a very satisfied customer mark. Sincerely, *** ***

Initial Business Response /* (1000, 5, 2015/06/18) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
The checklist gives specific models this applies to the following are the items that have the ability to
send accessories in with: All-in-One PC, Desktop PC, Notebook, Netbooks, Networking, Tablets, and Wireless
Motherboards are not in this list, so this does not apply
Can you please verify the serial number of the product you had sent in for repair as well as the accessories you are missing?

Initial Business Response /* (1000, 5, 2015/11/09) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused
Unfortunately, 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
Now, with that being said, I would have no problem providing you a shipping labelIf you are still seeking the shipping label, please let me know and I will provide you one
***
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Tell us why her
Dear Mr*** ***,
I very much apologize for the issues you have experienced
Just to comment on the rejection response, the Magnuson-Moss Warranty Act does not dictate that a company replace a product with new or refurbished products as it is ultimately up to the company to provide which it would be
You do not qualify for a new in box product only a refurbished product per ASUS company guidelines
To address the part of where it states refurbished, If you look at the part in the warranty terms where it does state;
Limitations of Liability
If the product fails during and proper use within the warranty period, ASUS will, at its discretion, repair or replace the defective parts within the product, or the product itself, with items that are functionally equivalent to that as originally supplied, or better, during the warranty period defined for the model, using new or refurbished parts or units
I have attached our last email to this complaint that I sent you regarding the warranty you questioned and what we can do
Please let me know if you accept or decline, however be advised a refund or new in box unit will not be an option or be offered in this situation
I very much apologize for the issues
Best Regards,
*** ***
ASUS Corporate Customer Care

Dear Customer, I apologize for any inconvenience or frustration this may have causedUnfortunately, you have been informed completely correct about this matter this whole timeI understand you are frustrated about this matter and I do understand thatHowever, we will not be able to service the
product and then ship it back to USVIThe only option for you is to have it shipped back to a US address after repair and for them to return the unit to youBeing familiar with the geographical location of the Virgin Islands, I understand you are close to Puerto Rico, we can ship back to there, so you may use Puerto Rico address if that would be any easier for youOr if you would like to ship it to your parents house, that might be your best betIf you send it to your parents house, I will be able to provide you a prepaid FedEx label for them to send it to the repair facility from thereWe would be liable for the unit in shipping at that point as us providing the shipping label deems us as the responsible shipperAlso, the return shipping back to them would be covered by us and we would be responsible for as wellBut of course that would leave you responsible for shipping it to them and them shipping it back to youAgain, I am very sorry about this matter, but we do not have any other options for thisI have already reached out to my superiors asking if there is anything else we can do outside of what you have already been offered previouslyI know that previously, we have not been able to do anything else for these types of situations but I checked with them to be sureI was informed by them that we are not able to do anything outside of what I have just informed youIf you would like to send it to your parents house and have them RMA the unit for you, please let me know and I can setup the RMA and provide the shipping label*** ** 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 deeply apologize for this matter as I see exactly what you are talking
about and immediately brought this to everyone's attention and the website has already been updatedI am very sorry for the confusion as this was simply an error on our website and most resellers have apparently just copy and pasted our specsWe have also updated all resellers with this information as well.
Now, for you, what I would like to do is offer you a new in box replacement Zboard of your choice that has built in wifiPlease just let me know which model you want as a replacement and I will get on to checking stock with the sales team to get one for you asapYou can reply directly to this email or on the Revdex.com site and I will be more than happy to get you all setup and taken care of if you accept this offer.
*** **Asus Corporate Customer Care Team/Escalations Specialist

Initial Business Response /* (1000, 11, 2015/06/10) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
I am currently seeing that you have now sent the product in for repair againHave you been contacted
regarding any physical damages like you had been in the past?
Best Regards,
***
ASUS Customer Care

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 had several failed repairsWhat is the current issue with the unit?
Due to your issues thus far, I would like to offer you a replacement unit I can setup a new RMA and provide you a prepaid label to send your current unit in to us and once we receive it and confirm the issues, we will then ship out the replacement unitDoes this sound like a suitable solution to you? Also due to the time lost with this product, I would like to offer you a month warranty extension as well.
Please let me know if you would like to move forward with this or if you have any other questions or concerns.
*** *.Asus Corporate Customer Care Team/Escalations Specialist

Dear Customer,
Can you please provide me more information, as just searching your name and email on this case in our system, I am not finding anythingI need your RMA number, serial number, case number, email you have on file with us, name used for all of your cases with us, and any other
information you may haveEven if you can only provide me one of these, I need more information to look into this and see what I can do for youI am very sorry for this matter and all of the issue you have had.
*** **
ASUS Corporate Customer Care

Complaint: ***I am rejecting this response because:
It has been months since I have had a laptop It shouldn't take the company that manufactures the laptop over a month to find a replacement I was sent an offer, which I accepted only to be told weeks later that they couldn't 'find' it.Sincerely,*** ***

Dear *** ***,
I am extremely sorry to hear of the issues with the computer, however per ASUS warranty policy ASUS does not provide refunds
For your situation the Clock Watchdog Timeout is an error with the CPU itself usually meaning bad hardware. I am unsure why the testing system
passed this and did not catch the error and for that I apologize
However to resolve this ASUS is willing to replace the computer you have with a Re-certified replacement computer at no cost to you and we would cover shipping both ways
Please let me know if you wish to move forward and we can get the process moving to resolve this for you once and for all
ASUS Warranty Terms - http***
Best Regards,
*** ***
ASUS Corporate Customer CareTell us why here

Initial Business Response /* (1000, 5, 2015/10/14) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedYou will not need to be sending back the power adapter you are having an issue withI am having our repair facility ship you out a replacement free of
chargeThey should be shipping it out in the next day or soI do apologize about this matter, but I am making sure you will get this as soon as possible
***
Asus Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hi ***, I'm a bit hesitant to accept before receiving given all the trouble I've had for the simplest thing, but I'll trust your word with hope I can get the cord next week and finally use the computer after three monthsFingers crossed I never need warranty service again as it's been a frustrating messAppreciate your help