ASUS Computer International

Initial Business Response /* (1000, 5, 2015/04/30) */
I apologize for any inconvenience or frustration this may have causedYour ASUS product is supplied with pre-installed softwareIf you have any related technical problems when using your ASUS product, we suggest you check the manual or ASUS
support web site to carry out preliminary trouble shootingASUS will be limited to support your product if the operating system has been alteredThird party software may require support from such vendorsMicrosoft Protection is not a supplied software on ASUS productThere are a multitude of computer protection software available to consumers on the webSome examples are Avast Anti-Virus, and AVGASUS is not liable for third party software changes, or loss of dataIf you purchased the third party software, you should be able to provide the proof of purchase to the software manufacturer for further assistance
Thanks,
***
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This has had nothing to do with the complaintThe complaint is due to the lack of help by ASUS tech supportLike I stated before, They tell me how to fix itI am NOT a IT personI have also how, same answer do a system restoreThen everything is lostI call back and say, Where are my Window tiles etc, and they responded by saying, you have to themI asked how, and they informed- We don't have the time to show you
Final Business Response /* (4000, 10, 2015/05/14) */
Dear customer,
Your complaint is certainly justifiable; however, the desired resolution is not part of the warranty you purchasedASUS support does not partake in a remote desktop support optionASUS Technical Support does not support any third party software whatsoeverThe help you are requesting from ASUS is not part of the limited warranty and/or scope of supportYou will need to contact the manufacturer of the software in questionASUS can give very limited support on the Windows Operating systemWhen troubleshooting a software level issue, restoring the operating system is one of early attempts to resolve the problemThis ASUS warranty does not include failure caused by improper installation, operation, cleaning or maintenance, accident, damage, misuse, abuse, non- ASUS modifications to the product, any software programs, wear and tear or any other event, act, default or omission outside ASUS' control
Please see your warranty agreement here: http://www.asus.com/us/support/Article/681/
This gives the outline of support regarding the specifics of your complaint
Best Regards,
***
ASUS Customer Care
Final Consumer Response /* (4200, 12, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just trying to escape out of a bad productand the software that was used was by this company! McAFEE! virus protectionIf not resolved I am going to the local attorney general here in the commonwealth of VAAlso will contact News channel 7, investigative reporters

Email Sent Directly To Customer:
Dear Customer,
I am very sorry about this matter, however at no point did I indicate it would be a new replacementI do apologize if you were under the impression that the replacement would be a new unit, as that is not the caseIt was a refurbished upgrade unit
Also, I understand you had purchased a new laptop, however, once a unit has been opened and used after being purchased, it is not considered new anymoreThat would be a used productI do understand you would have rather had a new in box replacement, however that was not something I was able to do
At this point we have fulfilled our warranty policies and have done what we are able to for this caseIf you have any issues with this unit, please reach back out to me and let me know what is going on and I will be more than happy to help you out
Yours sincerely,
*** **
Asus Corporate Customer Care Team/Escalations Specialist

Dear Customer,
Looking into this matter it appears you have reached the correct team and they were able to verify your invoice and update the system reflecting your ADP coverage and have informed you that you are good to move forward with the RMASo everything is good to goIf for any
reason you have an issue with this or they try to charge your for the repair, please let me know and I will be more than happy to get you taken care of!
*** *.
ASUS Corporate Customer Care

Complaint: ***I am rejecting this response because:This is taking to long.I don't have a computer at all very inconvenientI've waited two weeks I think Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/06/17) */
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
Once you have submitted your proof of purchase we will be able to verify the product you are to be sent back
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
Best Regards,
*** M
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do understand their response, but they did not give me an email to send my original invoice to, and also I do not know what I will be getting back in return, this graphics card cost me 508$ with shipping, as my invoice shows, and I have been dealing with nothing but problems from my card and Asus, which is why I asked for an upgraded card or a refundThe Asus R390X, which is a newer and more powerful card that is being released in the upcoming week, will be at or under 450$My older card sells for around 300$ now, so I lost out on 200$ while my card was sitting at Asus? I would like a refund on my purchase or a the new 390X which is still cheaper than my original purchase, and I require an email to send my invoice PDF to
Final Consumer Response /* (3000, 10, 2015/06/22) */
6-19-
Sent via email:
Hi, I am emailing you regarding this case,
Revdex.com Complaint Case# *** (Ref#XX-XXXXX-XXXXXXXX-X-XXXX),
I have issued a response with Asus for this case, they wanted the invoice for my original purchase of the Graphics Card from Asus computers, but did not give me an email address or option to send them my invoice for thisI will attach this invoice to this email and maybe you can give them the invoice? Also, they did not say what they would do for me with my invoice? I requested a refund in my claim, because this card has dropped value almost 200$ since the purchase, and they have had it for months, and now multiple newer, and better versions are out, and much cheaper than I had spent, which I why I want a refund from AsusBut they just said so they can take care of meI am not sure what to do at this point, I will attach the invoice they requested,
Thank you in advance for your service,
*** ***
Final Business Response /* (4000, 12, 2015/06/26) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
We will not be able to refund any finances, as that does not comply with your warrantyYou will need to ship the motherboard you received with a shipping label we will provide to you, and once it is "in transit", contact us back with the tracking number and we will release the correct model to you overnight
Best Regards,
*** M
ASUS Customer Care

Initial Business Response /* (1000, 5, 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 would like to proceed with warranty service please respond
Best Regards,
***
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated previously, If no refund is available, I am requesting full replacement as ASUS has not displayed good faith in repairsIn a month time period, the laptop had to be returned times as repairs were not adequateThe issue was never resolvedAdditionally, shipping was out of pocket expense each time as they only offer to ship via fed ex from a fed ex site ( I live min away from the closest site) with no offer of reimbursement of expensesEach time I had to call it was very lengthy (- min) telephone calls with extremely long hold timesNot part of this experience has had any quality customer serviceAt this timeIt's August 5th & I still do not have a computer????? I would not recommend this product to anyone as the quality of the product & service is very poorI am now "stuck" with accepting this product ( that I still do not have)
Final Business Response /* (4000, 9, 2015/08/19) */
Dear Customer,
I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter
You will be required to have the item shipped in to our repair facility and it will be swapped in house
An RMA has been provided to you via email

Dear Mr*** ***,
I very much apologize for the issues you have experienced
That is fine if you want to leave the Revdex.com complaint open as ASUS is ok with that until resolution
I very much apologize for the issues
Best Regards,
*** ***
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 meSincerely, *** ***

Dear Customer, I am extremely sorry things have gone the way they have thus farLooking into your case, it appears on the last RMA the unit was replaced, it is possible that replacement was not updated to the correct bios as they were supposed to do upon repairing your unit, since it was
replaced, that may not have happened. Also, I want you to test out each CPU one at a time, as this issue could be caused by one of the CPUs being faulty, and the bios actually be updated to a late enough version for the *** and that not be the problemLess likely, but I have seen this numerous timesAlso, if you have not tested another power supply, please do so.Be sure you are bench testing this motherboard as well, outside of the case on a static mat or even just cardboard will doI just want to be sure you have done these things before we move forward. However, if it still happens to be the board for sure, then what I want to do is get you a replacement, and be sure they update it correctlyI will even see if we have a new in box replacement for you, and have them pull it out and test it and be sure its properly updated for youBut please make sure to test the CPUs one at a time to see if it is an issue with one of your CPUs. Please let me know if you have any other questions or suggestions. *** **

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 causedAfter working with my superiors on your case, I have been informed we cannot refund you the repair fee, however, we can provide you with a new in box upgrade unitI will be sure it is a much nicer unit due to this issuePlease reply to this email directly if you accept this offer so I can get you taken care of as quickly as possible.
*** **Asus Corporate Customer Care Team/Escalations Specialist

Initial Business Response /* (1000, 5, 2015/06/12) */
The laptop has been in for repairs, however, it looks like Best Buy handled the repairs each and every timeThere are no records of the unit ever being sent into ASUS for warranty servicesAlthough Best Buy is an authorized service provided,
it is recommended that the customer lets ASUS attempt the repairs at least onceThe unit is currently still under warranty and any repairs *** be free of charge still, pending any physical damage to the computerIt is recommended that the customer contact ASUS directly and set up a repair directly through ASUS and not Best Buy

Initial Business Response /* (1000, 10, 2015/11/05) */
Dear Customer,
Checking on this now, it appears that you have received your unit back under Purolator tracking number XXXXXXXXXXXX on TuesdayThe unit was not replaced, as they were able to get your unit functioning correctly with no
issues at all, after some windows updates and a few other thingsIf for any reason you are having any trouble with the unit, please let me knowBut at this point it appears everything should be good to go
***
ASUS Corporate Customer Care

Dear Mr. [redacted],
I very much apologize for the issues you have experienced.
Unfortunately damage does void the ASUS warranty.  I understand why you purchased the product, however it is damaged and ASUS did not cause the damage.
ASUS is willing to offer up to 40% off the total cost of repair, meaning you would be required to pay the remaining 60% of the cost to repair the product.
If you accept this offer please let us know, however if you do not accept this offer there would be nothing further ASUS would be able to do in this situation.
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/04/24) */
I apologize for any inconvenience or frustration this may have caused. Per your warranty terms ASUS warrants Notebook (Products) excluding (free) bundled accessories that may be delivered together with the Product, to be free from defects in...

materials and workmanship for a period of 12, 24 or 36 month(s) depending on your specific model. If the product fails during normal and proper use within the warranty period ASUS will, subject to exclusions and at ASUS' discretion, repair or replace the product or components. I am sorry for the inconvenience, however; your replacement cannot be guaranteed as "New". You are currently in the process as of 4/24/15 for the replacement to be fulfilled. You are promised a working product per the warranty term you purchased with the product.
You may review your entire warranty agreement here: http://www.service.asus.com/#!notebook-warranty/c23xh
Best Regards,
[redacted] M.
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As my product was new when I purchased and the product you are trying to send me has no details on how long it was used, a refurbish shed product will not work. Also you customer service is attempting to issue a downgrade on one of the most important part of the laptop, the video card which they attempted to withhold from me by not posting it in the specs that mine had a 765m while the new one has a 760m.
Final Business Response /* (4000, 9, 2015/05/05) */
Dear Customer,
Your demands do not comply with the warranty terms you purchased with the product. All ASUS product must pass [redacted] same quality tests that new product endure. If/When you are offered a different model, you may decline the offer made and ASUS will attempt to offer a different model if available. I am very sorry the inconvenience caused. Please communicate with Service team you have been in touch with regarding the model change service.
Thanks,
[redacted] M
ASUS Customer Care

Initial Business Response /* (1000, 5, 2015/08/26) */
Dear Customer,

I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter. Unfortunately, the USPS tracking number XXXXXXXXXXXXXXXXXXXX is not showing any tracking data. So I...

cannot confirm that our facility ever received the unit. ASUS cannot reship an item that we show by our data that it never received and we have no tracking data to support the units arrival.

[redacted]

Initial Business Response /* (1000, 5, 2015/06/12) */
We apologize for the issues you have encountered while trying to get your Nexus serviced. If the device is within warranty, there should be no reason for you to have to pay a service fee, especially if the issue was due to no fault from you...

(like an updating error). The unit is a Nexus X (XXXX) and all of them come with a one year warranty. Since it is a 2013 model, we do ask that you provide proof of purchase to verify that the unit is still one year of the purchase date. It is standard procedure to ask for invoice to verify, especially if the model is a 2013 model.
Standard policy for repairs is that we cover return shipping to the customer, and the customer provides shipping to the facility if it is a first time repair.

Email Sent To Customer Directly:Dear Customer, I am reaching out to you in regards to your Revdex.com complaint. I apologize for any inconvenience or frustration this may have caused. Looking into this matter for you, the [redacted] claim was filed on 3/17/2016. The [redacted] claims can take up to 14 business days...

to be processed. I have reached out to our department that works with [redacted] on these claims. They informed me that they will be reaching out to you as soon as they have an update on the claim. I am extremely sorry about this matter. I completely understand your frustration. At this point we are just waiting for [redacted] to process this claim and then we will be shipping out a same model replacement monitor to you. I am on the Corporate Customer Care team and we are the end of the line of contact for customers. Meaning there is no one that is above us that you are able to speak with. I can ensure you however, that I have made my superiors well aware of your issues. Please let me know if you have any other questions or concerns and I will be sure to get you taken care of. [redacted]ASUS Corporate Customer Care

Initial Business Response /* (1000, 6, 2015/08/11) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
ASUS offices within the United States and Canada are warranty repair service centers. ASUS does not provide...

services other than hardware repair warranty services. Requests for refunds or returns should be directed to the reseller.
The customer purchased an refurbished item that had a 90 day limited warranty on the product. We are willing to offer a free of cost repair and free shipping since the item has surpassed [redacted] warranty end date.
Best Regards,
[redacted].
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 8, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from ASUS is not valid, and is in fact contradictory to their own statements. I will address each point.
1. ASUS response: "Requests for REFUNDS OR RETURNS should be directed to the seller". On the RMA form (used for returning item for repairs), it states "Please contact place of purchase for CREDIT, REFUNDS, UPGRADES/MODEL CHANGES, or NEW RETAIL BOX REPLACEMENT". I am not requesting credit or a refund, nor am I requesting a new retail box. I am requesting a replacement for a computer that has not worked correctly since purchase, as shown by the NUMEROUS contacts with the service dept. and numerous returns for repairs, which apparently have not been done, or are ineffective in resolving the problems. Further, on the RMA information/instruction page (for service returns), it is stated that "REPLACEMENT UNITS may be ASUS recertified and/or remanufactured." The fact that this statement is in the instructions for RETURNING PRODUCTS TO THE SERVICE CENTER shows that ASUS indeed DOES replace units, going through the service center and not a retailer. In fact, as stated in my original complaint, one supervisor told me that the service center technicians would give their assessment and a decision would be made for replacement. At no time was anything said verbally or shown in writing that the service technicians would contact the retail seller regarding replacement.
2. ASUS response: customer "purchased a refurbished item with a 90 day warranty...item has surpassed [redacted] warranty date". This is a completely ridiculous statement. While it is true that 90 days have passed [redacted] I purchased the unit, this unit has had problems since it was purchased. It was returned WELL within the warranty period MANY times for repairs, which were either not done, not done correctly, or could not be repaired. I had mentioned to one individual at the service center during one of the many calls I made, that it appeared that the process was being delayed until after the warranty had passed; this now appears to be the case. I would be accepting of the warranty being expired if 3 or 4 months had passed [redacted] any problems surfaced, but problems have existed since I purchased the tablet. It is not reasonable to have numerous telephone interventions and 4 returns within the 90 day purchase date (which, by the way, was May 1st, despite what ASUS says it was. I sent the receipt to ASUS, and I still have my copy), then essentially say that too much time has passed ** cover repairs. I find it condescending to have ASUS offer yet ANOTHER repair, for the same problem, when it should have and could have been done correctly on numerous occasions.
I still want the unit replaced, even with a refurbished unit (actually, I did not purchase a new unit, so I never expected a new unit replacement). The current unit is no good to me if I can't use it. I also did not acquire it for free, I paid my money for it. I am amazed that a company could have so many problems with a product, and even after NUMEROUS attempts at resolving the issues, would still stubbornly refuse to admit the obvious, that sometimes things are defective. This can happen with any product; most reputable companies would finally agree and remedy the situation. It is no wonder that ASUS has the tremendously high number of complaints regarding their service dept.
Final Business Response /* (4000, 28, 2015/11/16) */
Dear Customer,
As previously informed, when I setup the RMA for you and in my last response as well. This RMA is setup and in the process of a replacement. I would not inform you I have you setup for a replacement if your unit was being repaired. I am not sure why you are still believing it is getting repaired, but I apologize for any misunderstandings. I have tried to make this as clear as possible to you. When a unit is in the replacement process in our system, it will show it is in repair, as that is the status it has to be entered into our system to start a repair or replacement. I apologize for the confusion, but your unit is being replaced as previously informed. If you have any other issues or concerns, please let me know.
[redacted]
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 32, 2015/11/24) */
Finally! I receives a unit back 2 days ago. First, it WAS a different unit (checked the serial number). Secondly, it appears to be working properly (the previous unit malfunctioned from the day I received it. This issue has FINALLY been resolved. It is shameful it took 6 months, numerous interactions with ASUS, and involvement of the Revdex.com to get this resolved. Thank you Revdex.com.for your help.I will be keeping receit on file, as I have a new warranty for this unit. Hopefully will not have to contact the Revdex.com again.

Initial Business Response /* (1000, 5, 2015/08/14) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
Can the customer provide any correspondence stating them to use the upgraded discs?
Initial Consumer...

Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I need the upgraded discs because I went to use recovery discs that came with the laptop and got a screen with the huge letters E R R O R in red. I emailed the company and they said I have to get upgraded recovery discs. The ones that CAME with the laptop will not work anymore. I have been without using my laptop for 2 months now. I am requesting the company to mail me the upgraded discs for the $1200.00 laptop I bought from them.
Final Business Response /* (4000, 87, 2016/01/25) */
To Whom It May Concern,
Customer is saying the disks are still the wrong disks. We are working with customer directly for a resolution at this point.
[redacted] S.
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 90, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks so much everyone for helping out. It was a long road, but it was worth it to straighten this all out.

Initial Business Response /* (1000, 7, 2015/08/05) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
ASUS offices within the United States and Canada are warranty repair service centers. ASUS does not provide...

services other than hardware repair warranty services. Requests for refunds or returns should be directed to the reseller.
If you would like to exercise your warranty, you are subject to a repair service. We can cover the shipping as a one time courtesy to make the process a little less painful. If you are willing to proceed with the RMA service please let us know immediately.
Best Regards,
[redacted]
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 9, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I already returned the product to the store and got an hp. I personally don't think I will be purchasing another Asus product again. Your computer support is really bad. And all you have to offer is for me to send it in.
I purchased a new wifi Asus network router a few days after the laptop since my previous Asus died and that support was better than the computer support disputed the fact it almost took about 2 weeks to remove the ddns from your system to transfer to my new router.
What can you do since I already returned the laptop?
Final Business Response /* (4000, 11, 2015/08/27) */
Dear Customer,
seeing as you no longer own the unit, to my understanding, I do not feel that ASUS can supply you with any further assistance with that product. For future issues with any ASUS product please contact our support team at X-XXX-XXX-XXXX for pre-built systems or X-XXX-XXX-XXXX for component support.
[redacted]
ASUS Customer Care
Final Consumer Response /* (4200, 13, 2015/08/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi Asus,
Unfortunately I can't accept that response in return. Your agents messed up my computer. And the only thing you were going to do is have me send it in and repair it. You wouldn't even send me one new in box and then have me ship the messed up one back. I would have shipped the messed up one back if you sent me a new one. Then I had issues with support transferring my DDNS over to my new router. I was told it was going to take a 2-3 days and it ended up taking 1.5-2 weeks before it was even done leaving me without a VPN. That router will most likely be the last product I will purchase from Asus. For all these issues and inconvenience I think Asus can maybe send me a RT-AC3200 at no cost to keep me as a customer and to keep purchasing your products. If not I won't be buying another product from you again. I have dealt with other manufacture on issues like this and they didn't have a problem either upgrading the item or sending out a product of my choice at no charge to keep me as a customer I expect the same from you.
Thank You,
[redacted]