ASUS Computer International

Initial Business Response /* (1000, 5, 2015/11/25) */
Email Sent To Customer Directly:
Dear Customer,
I am reaching out to you in regards to you Revdex.com complaintI apologize for any inconvenience or frustration this may have causedI completely understand your frustrations with this matterI
thank you for understanding that the initial quote is just "rough estimate" but I can say that I do agree with you as well that it should not fluctuate that muchHowever, that quote is only based on what we determine needs to be replaced when speaking with you about the matterIf your unit is received and there are additional things that need to be repaired, that quote can fluctuate accordinglyI understand this is quote a large fluctuation, and I am having this matter looked into, to see if we can possibly provide you a reduced quoteI cannot guarantee anything, but being as I completely understand your point of view, I am going to do what I can to get this resolved for youI will provide any update to you that I receive regarding thisPlease let me know if you have any further questions or concerns
***
ASUS Corporate Customer Care

Dear *** ***,
I have searched our system and do see where you were responded too by our tech support team on 5/8/in regards to troubleshooting assistance you submitted on 5/8/2017. Based on our system the serial number listed is *** which shows the warranty expired
on 3/27/based on our system
ASUS unfortunately cannot replace the unit for you as we do not show any previous repair history. ASUS is willing to provide a courtesy repair as a onetime courtesy for the issues you have experienced and ASUS will cover shipping both ways as well
Please let me know if you are interested in this. Also, ASUS warranty policy can be reviewed at this link - ***
Best Regards,
*** ***
ASUS Corporate Customer CareTell us why here

Complaint: ***I am rejecting this response because: You are leaving it upon me to document the issues with the phone. I do not know what the stress test includes? However, when I spoke with the supervisor on 07/I asked him to have the repair person to use the phone normally. This would include adding a SIM card and a SD card to mimic usage. I do not know if this was done. You indicated that it did not disconnect from WiFi during testing. However, the issue was it would disconnect from WiFi and go to cell phone data. If a SIM was not connected, then it would not go cell phone data as it mimic realistic usageI will accept a fully functional, like new refurbished phoneHowever, if you send me the phone back as is, in unfixed condition and I further document the issues with the phone my next step will be to file a small claims suit in my jurisdiction requiring a representative from Asus to travel to my county of residence
Thank you

Initial Business Response /* (1000, 5, 2015/12/15) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedAfter looking into your case it appears we have already approved a one time courtesy free of charge repair on your unitThe repairs were finished
yesterday on 12/and your unit should be shipping out todayI am again sorry for this matterPlease let me know if you have any further questions or concerns
***
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/12/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear *** D ***,
I very much apologize for the issues you have experienced.
Per our warranty policy if the serial number is missing or altered then the warranty is void. Can you advise the date and time of the call you were advised this by one of our agents? Also,
please provide the purchase invoice as well for this video card. If we can verify you were indeed told this information we will honor a repair, otherwise the only option you have is to pay for the re-serialization of the product
If you are interested in a replacement phone please let us know
I very much apologize for the issues
Best Regards,
*** ***
ASUS Corporate Customer Care

Thank you for your responseMay I have the email address of the rebate center manager? I can follow up with them if I still don't receive the rebateA contact there would be useful as I also have rebates pending from other companies tooI feel that rebate center is trying to keep money for themselves btw
***

Dear Customer,
After looking into your case and all information we have in our system, it appears you have sent the unit to us for repair once and upon testing it, our technicians did not find any issues with the unit at all and it passed all testingCan you please provide me some screen
shots and a further explanation on this matter to see if I can get anything done for this matter as I am not sure if there is an actual issue or if this is just your personal opinionHowever, screen shots will help with that very muchBut we will not be able to just provide you replacements of another model or refund you in any wayIf we confirm this unit has an issue, then we can repair the unit for you.
*** **
ASUS Corporate Customer Care

Dear Customer,
It appears at this point that you have received a replacement but you may be having some issues with that replacementWhat are the issues you are having and if you have to send the unit in, I will be sure that you can send it in for a free repair at no cost to youPlease just
let me know what the issues you are having and I will get you all taken care of.
*** **
ASUS Corporate Customer Care

Complaint: ***I am rejecting this response because:
While I appreciate that Asus will do the repair with no additional charge, there was no external damage or trauma to the laptopThe monitor cover and hinge cover came apart while trying to open the laptop during useIt's sad that the company will not admit or will not realize that it was a manufacturing defect which I suspect is a defective hinge.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/05/08) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedI will inquire with our service team to see that options can be offeredOnce again, we sincerely apologize for any frustrations with this matter
Best
Regards,
***
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/05/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi ***,
For your reference, this is regarding RMA # USXXXXXXXXI need a resolution, not promises of resolutions...I have been getting those from ASUS for month
Final Business Response /* (4000, 36, 2015/10/16) */
To Whom It May Concern,
I have reached out to the customer and we are working out a replacement option with the customer to be sure they are going to be satisfied with the specifications of the replacement unitWe will be providing a replacement exactly as the customer has requested
*** S
Asus Customer Care
Final Consumer Response /* (2000, 38, 2015/10/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the resolution they have proposedBut they must obviously deliver the agreed upon replacement model with the agreed upon specificationsObviously, until I receive that replacement, I won't be satisfied

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI need ASUS to let me know how to proceed with the computer exchange which is what I had hoped would occur the first time I sent the notebook in for repair.Sincerely, *** ***

Dear Mr*** * ***,
I very much apologize for the issues you have experienced
I do apologize for the delay, however I have escalated your RMA to our repair facility manager to get feedback on when to expect this product to be repaired and shipped back
Once I have further information
I will follwith you. I can also be reached at *** as well if any questions or concerns
I very much apologize for the issues
Best Regards,
*** ***
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/04/21) */
Thank you for contacting us here at ASUS Corporate Customer CareI apologize for any inconvenience or frustration this may have causedI am looking into this issue farther and will be in contact again soon

Complaint: ***I am rejecting this response because: While I appreciate the steps taken to resolve this issue, I will not consider the issue resolved until I have my rebate in handPer the rebate contract, Asus promises delivery within to weeks of the proper submission of the rebate paper work; Asus did not fulfill that promiseAsus has provided me with no reason to accept with confidence that they will fulfill a new promise to "ship my rebate by the end of this week." 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 matter
Please provide your proof of purchase so that we can verify your warranty statusThe
receipt/invoice will need to display the:company's logo, date of purchase, cost, serial and/or model number of ASUS product and it will have to be a PDF or JPG fileUnacceptable forms of proof of purchase are:bank statements, screen shots, forwarded e-mails, copy & pasted e-mails
You can send the proof of purchase via email to ***@asus.comPlease also provide the unit's serial numberIt will be fifteen alpha-numeric characters on the bottom of the unitPer the warranty terms and agreement, out of warranty services provided by ASUS will come with a quote for the repair costs
***

Initial Business Response /* (1000, 5, 2015/12/23) */
Dear Customer,
I apologize for any inconvenience or frustration this may have causedAt this point I have passed *** your rebate tracking information to the correct department to have it approvedI am very sorry about this matterAs
soon as I receive an update from them, I *** be emailing you directly to inform youI am again very sorry about this matter, but I shouldn't have an issue in getting this approved for you
*** S
ASUS Corporate Customer Care
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 7, 2015/12/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If I get the $rebate I *** be satisfied

Initial Business Response /* (1000, 5, 2015/09/04) */
Dear Customer,
I apologize for the frustrations this has caused youAt this time this is the highest level of escalation end users are able to reachIf you would like to have the product serviced, I can issue you a pre paid shipping label
to alleviate some cost from the serviceIf the product fails within warranty this type of failure would be coveredBeing that it failed outside of its warranty period you will be required to pay for the service the product needs
***
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a major failureNo computer should have its circuit board go out in monthsThe lemon law protects people from defective productsIf ASUS cant explain why this went out then they should be responsibleIts like a transmission goes out on a car in monthsThat's called a factory defectNo consumer should have to foot the bill for thatStep up to the plate ASUS, your reputation is on the line, You are selling junk and you don't take care of your customerAlso, I have pictures of what I sent you, I want my original box back, I have the pictures and documentation, you have no right keeping what I purchasedAgain, Customer satisfaction is not important to this companyNO computer should crash after months of casual useWhat kind of product are you selling Consumers?? Warranty of months doesn't come into play with this massive of a factory defectStep up to the plate Asus, if keeping customers isn't your goalyou have just achieved that
Final Business Response /* (4000, 9, 2015/09/09) */
Dear Customer,
the warranty terms and agreement that you accepted upon purchase of the item are finiteThe product is only covered by the manufacturers warranty for a month periodThe warranty terms and agreement also address explicit instructions on what is to be done in regard to accessories and original packaging if service is needed
***
Customer Care
Final Consumer Response /* (4200, 11, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You need to return my original box I wrote in permanent marker that it was supposed to be returned to it's ownerWould you like to see pictures of my proofAlso your products shouldn't die in one yearYour selling defective computersLook at your complaints onlineEvery computer consultant I spoke with on the motherboard going out in months said it is a Manufacturers Defect, and your one year warranty, under circumstances would applyThis issue is not a or acceptable reasonStep up to the plate Asus and accept you sold faulty computers, there are other consumers that had the same issueThis is by no means acceptable!! Send back my box, you have no right keeping it

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and I'm replying to provide more information about the caseWillingness to accept a resolve is still pending on the actual action from ASUS
My name: *** *** model of product: *** amount: $ tracking number:***
Offer Code
Description
Status
Claimed
***
VGA March MaRebate -- U.S
Declined
3/29/
Amount
Mail Documentation By
Requested Payment Type
Tracking Number
$
4/22/
*** ***
***
Sincerely, *** ***

Initial Business Response /* (1000, 5, 2015/08/26) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matterAccording to the policies listed on the ASUS eStore, the shipping and handling fees are not eligible for
refundFor further information regarding returns, please review this link:
http://us.estore.asus.com/pages/frontpage
***
Initial Consumer Rebuttal /* (3000, 8, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The product was misrepresented on your website and by one of your own customer service employeesTwo of your employees assured me because of this I qualified for a full refund if I returned the itemThey even changed the website the second time I called and assured me this was written into the case number when I returned it for a FULL refundI also captured a picture of this item and it is saved in my files - it stated item is feet on YOUR websiteYour employee also told me the reason the SKU number with the price included both the item and the shipping on YOUR Return Authorization Form sent to me is because this item qualified for a full refund because it was MISREPRESENTED on YOUR websiteAlso, it is illegal to not refund the sales tax when an item is returnedSales tax reported to the State Franchise Board is calculated based on revenue, and this item was returned
Final Business Response /* (4000, 13, 2015/09/01) */
Dear Customer,
your full refund was processed this morningApparently this had been in process for a while and there was an internal issue with viewing particular cases manually for the ASUS eStore adminsI apologize for the issues you have experienced
***
ASUS Customer Care
Final Consumer Response /* (2000, 16, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I lost sleep over how ASUS treated me trying to ask for a refund I was promised for a monthNot one supervisor called me ever, even though I called ASUS eight timesAlso, I had to not accept the first time Revdex.com wrote as ASUS responded noThe ASUS workers were very professional all eight phone callsHowever, the supervisors at the ***, CA store would benefit from some customer support training***, CA is my hometownI graduated from *** High and my first two years of undergraduate work was at ***My mom lived there for years until she died two years ago*** is a town where neighbors watch neighborsSo it saddens my heart there are companies located in *** who treat their customers so poorly

Initial Business Response /* (1000, 5, 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 soonCurrently I am checking to see what service options we have available to offerI will be in touch
again as soon as I receive an update
Best Regards,
***
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No solution was offered
Final Business Response /* (4000, 9, 2015/05/15) */
Dear Customer,
We apologize for the delay in processing your caseI have been given the ok to waive the cost of the repairYou will receive an email with shipping instructions on how to proceed
Best Regards,
***
ASUS Customer Care