ASUS Computer International

Initial Business Response /* (1000, 6, 2015/04/28) */
I apologize for any inconvenience or frustration this may have caused. I am looking into this issue further and will be in contact again soon.
Thanks,
[redacted] M.
Asus Customer Care
Initial Consumer Rebuttal /* (3000, 11, 2015/05/04)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received a single email from ASUS since [redacted] replied on April 30, 2015.
I have already sent the proof of purchase when first created the RMA. I can re-send it again here if they need to but I have NOT been contacted yet as of today.
This is continuously and purposely delaying fixing the real issue.
Final Consumer Response /* (3000, 18, 2015/05/19) */
I looked up more information about AC to DC conversion and it's not something done by the tablet.
The tablet doesn't convert AC into DC. That's the job of the wall charger, and if it stops doing it in an unreasonably short time, it's a design or manufacturing defect not a warranty failure.
When you plug in to AC power - whether you plug in to a 120V or 240V outlet, or use J1772 charging equipment - your car converts the power to DC.
When you use a DC charging station - CHAdeMO and Supercharger are the varieties in active use, with CCS coming soon - the power is converted by the station, so DC goes straight in to your battery (not really, but close enough for this discussion).
Note that in both cases the power starts as AC and ends up as DC; the only qualitative difference between "AC charging" and "DC charging" is whether the conversion is done before or after it goes in to your car.
I have been using the same exact wall charger + wall adapter since I've used the device so NOTHING changed in terms of the AC to DC or vice versa.
What was described to me above about AC to DC is not at all related to why the motherboard malfunctioned.
[redacted]
Final Business Response /* (4000, 20, 2015/05/29) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
The Tablet product line is covered under a parts and labor repair or buffer exchange warranty for hardware, manufacturing, and/or power related issues, excluding power surges and/or electrical spikes. You have exceeded the warranty terms. All products get a 90 day limited warranty on the hardware replaced in the product. If you would like to proceed with service, we can have the service ticket created immediately.
Best Regards,
[redacted] M.
ASUS Customer Care

Dear Mr. [redacted],
I very much apologize for the issues you have experienced. 
The warranty was void due to damage within the USB3 socket on the motherboard.  Per ASUS warranty damage is not covered under the warranty and does void the warranty requiring payment to fix the...

product.
After further review of the RMA we are going to waive the fees and process in warranty as a onetime courtesy.  I have already waived fees in the system and advised the repair team to continue repair of the product in warranty.
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care

Complaint: [redacted]I am rejecting this response because:Hi, Asus said they would be sending me a replacement, but that never happened. I accepted their response, but now I need to reopen the case! Thanks.

Initial Business Response /* (1000, 5, 2015/12/30) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I am looking into this matter for you to see if I am able to get the one year of Kaspersky provided to you. I have contacted the correct department at this...

point to see how we can handle this situation. As soon as I receive an update from them, I will be emailing you directly to your personal email to update you.
[redacted] S.
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
its download this, invalid file, contact this company, unzip this after you download this, invalid again, when they can provide a hard copy cd or a digital download with valid link then I would accept, they are making it impossible
Final Business Response /* (4000, 9, 2016/01/11) */
Dear Customer,
I had sent you an email explaining how to obtain this and the steps to be taken that I was informed by our HQ and Engineers for you to do. Here is the same information below in case you did not receive that information. If you have and are still having issues, them please let me know. Previously sent email:
"I have heard back from them on what to do about this matter. Here is there response below:
"Apparently, the motherboard bundled version calculates its license period by a set date instead of the date of software installation. To resolve this issue, please download a new Kaspersky Anti-Virus Key available on ASUS support website. This new key will change license calculation algorithm, and extend your license period to one year from the date of software installation.
Below is the link for downloading the new Key:
http://dlsvr01.asus.com/pub/ASUS/mb/socket775/Stricker%20Extreme/07BC-XXXXXX-XXX...⇄ /> Note 1: As this is an upgrade package, you will need the original version on your support CD pre-installed onto your system prior executing this upgrade.
Note 2: Please check your Kaspersky version before you install it.
Note 3: For detailed installation procedures please refer to the following page:
http://www.kaspersky.com/support/kis6mp1/key?qid=XXXXXXXXX"
To add,
The installation file of Kaspersky should be on the disk that came with the motherboard. Please let me know if you have any other questions or concerns."
[redacted] S.
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/12/08) */
Email Sent To Customer Directly:
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. Looking into your case I have decided to go ahead and approve a new in box replacement for this matter. I can check...

stock with our stock department to see if we have any new in box units of your model available. It is possible that we will not have any new in box units of your model, if that is the case, we will offer you a model change. In that scenario, you will be provided the specs of the other model to overlook it and be sure its an acceptable replacement to you. If you would like to move forward with this, please let me know and I will be sure to get this all setup and taken care of for you. I am again very sorry about this matter. Also, let me know if you have any other questions or concerns.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept these terms under the condition that an Asus Zenbook Pro be sent to me, simply because the money I spent all together could have just been used to buy an Asus Zenbook Pro.
Final Business Response /* (4000, 14, 2015/12/11) */
Dear Customer,
I cannot say exactly what we will be able to offer as I am not in the stock department. I cannot guarantee it will be any certain model. If we have a new in box unit of your model, that is what we will be offering. If we do not have your model, we will offer something comparable or better in specs. I will go ahead and check with the stock department to see exactly what we have and I will email you directly when I get a response from them letting you know what we have to offer.
[redacted]
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 17, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/19) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I 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 you. I am extremely...

sorry about this matter as well, but we cannot guarantee the unit will be replaced. If 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 replaced. What 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 possible. I cannot guarantee I would be able to get it replaced. If 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 /* (2000, 7, 2015/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would appreciate that. What information do you need in order to send me a RMA?

Initial Business Response /* (1000, 7, 2016/01/07) */
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. I am extremely sorry for the delay on your case and the...

lack of communication. I understand your frustration completely. At this point it appears we do not have any units of your exact model and that is the reasoning for the delay. However, we do have an upgrade model that we would like to offer you. Please confirm if you accept the below upgrade and I will have them ship it out expedited immediately.
Reference 90AZ00A1-MXXXXX
Model_Name ZE551ML-18-4G16GN-BK
Color Black
Touch
LCD 5.5"
CPU Intel Atom Quad Core Z3560 (1.8GHz)
MB Chipset
Memory 4GB LPDDR3
VGA
HDD
ODD 16GB; Micro SD Card slot support up to 64GB
Secondary_ODD
OS Android Lollipop 5.0
[redacted].
ASUS Corporate Customer Care

To Whom It May Concern, 
I am already dealing with this customer outside of here via email directly. The previous RMA the customer sent the unit in under, the unit was fully repaired and tested before being returned to customer. However, the customer is claiming to have issues with unit upon...

receiving it back. Under 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 all. So, 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 issue. I 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

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 repairs. It has no connection whatsoever to where the faulty device was purchased.
With all due respect, I suggest you/ your legal dept. review the CA laws regarding financial elder abuse by a business.Sincerely,[redacted]

Dear Customer,
I am not sure if you looked up the correct specifications for this unit or not as the model we are offering you, the MG248Q is pretty much a direct/slightly updated version of the VG248Q that you currently have. Here are the specs list, the MG248Q actually has some minor improvements over the VG248Q, contrast ratio as well as updated ports allowing more compatibility with Nvidia 3D Vision. 
MG248Q - [redacted]
VG248Q - [redacted]
This is the only offer we have available that is comparable in every aspect of your original unit. Please let me know if you accept this offer and I will get you all setup and taken care of for moving forward. 
[redacted] 
ASUS Corporate 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. I can assure you that all products issued as a replacement come with a 90 day warranty from that starts...

the day you receive it. As far as the normal time to process a repair, that is typically 5-7 business days for the time it is keyed into repair. If it has to wait on parts for the repair it can extend this time, many factors alter the repair process time, so an accurate turn around time can be difficult to determine.

[redacted]

Initial Business Response /* (1000, 5, 2015/10/19) */
Dear Customer,
I am very sorry about this matter, but as you have been previously informed, we will not issue a refund. ASUS does not provide any type of credit, refunds, upgrades / model changes, or new retail box replacements. Warranty is...

limited to hardware repair only. Please contact place of purchase for these services. With this being said, you can also review your warranty terms here: http://www.asus.com/us/support/Article/681/.
Now, since we are not able to offer monetary compensation of any sort, we are still honoring our warranty and asking that you send the unit in for a third RMA. As I see the unit was not sent in for a third RMA, as we have no record of that. If you move forward with sending the unit in for a third RMA, we will replace the unit and also provide you a 2 day prepaid FedEx label to send the unit to us to get the replacement process moving as quickly as possible. Please let me know if you would like to move forward with getting a replacement and I will be more than happy to set that up for you.
[redacted]
Asus Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Asus,
My name is [redacted]. Please do not address me falsely a valued customer. If that were the case we would not be mediating through the Revdex.com on this particular matter.
1. I do not accept your offer of a replacement of the T100 notebook that I have only been able to use for 5 weeks. The main reason comes from the well documented cases of mediation between you and your many "valued customers". I think what Revdex.com places on their front page of your description explains this well. I believe this would be called a case of broken trust and lack of faith in ASUS. But in case you have forgotten, I have copied and pasted for you to view:
"We have identified a pattern of complaints concerning service issues. Complaints processed by Revdex.com claim that 1) products sent to the company for repairs are still not working properly when returned to the consumer.
On June 29, 2012 ASUS responded to the issue by stating: We continuously enhance our repair service levels across the board, but in specific response to the repair quality concerns addressed in this letter we have strengthened core processes which may have been at the root of the matter and ASUS valued customers, with non-component systems products will benefit from the enhanced RMA process and instructions.
Revdex.com again reviewed this company's file for complaints. As of April 13, 2015 the issue of products sent to the company for repairs still not working properly when returned to the consumer still remains.
- See more at: http://www.Revdex.com.org/[redacted]
2. Because of the lack of your product functionality, absent or inefficient repair department and poor customer relations, I was forced to purchase another laptop from one of your competitors. The only item that I want to see in my home with your name, ASUS, is the refund check that you are urged to process.
3. On an ethical position, you should be ashamed of your reputation. I think it might be prudent for you to review my case very carefully before sending back one of your canned letters telling me I will need to take "your product" back to the retailer that I purchased it from. Don't you think this has already been done with no resolve?
4. Take responsibility for your defective product that I purchased and have not been able to use because of your below par handling of my problem. The problem that forced me to purchase another product, from another computer manufacturer, that I would be able to use. I believe that something has been stolen from me by you. My money.
Final Business Response /* (4000, 15, 2015/10/28) */
Dear Customer,
I am very sorry that you feel that way, but I am doing my job to my fullest potential and relaying all the correct information to you. I understand you are not happy with what I am informing you, but in no way does that mean I am not handling you appropriately. What you are asking, is simply something we will not do. We do not offer any type of monetary compensation. That is our policy. As far as your issues with the warranty, I have provided you the link to it, where everything is outlined. We are honoring our warranty and offering what it states we will do. It does not appear we are going to be able to reach a resolution that you desire. Also, Mr. [redacted] is no longer with us.
[redacted] S
ASUS Corporate Customer Care
Final Consumer Response /* (4200, 17, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Mr. *,
I know for a fact that you do and you have issued refunds to customers. It is public and it is documented for anyone to view. It just takes a little more effort on your end to have all of the designated personnel to sign off for the approval.
At one point in time, I was seeking a product from Asus to meet my every day needs. I was only able to succeed in doing this for the first 5 weeks of my purchase. From that moment forward, the incompetent handling of the "repairs" placed me in a position that I had to purchase a second laptop in order to fulfill my original need.
I do not think that my situation should be chucked into the category of what you are calling this.
I am now trying to recoup the money that I was forced to put out a second time so that I could have a dependable laptop to utilize.
I am not making unreasonable demands. My desire has been, and still remains to be compensated for the money I spent on a product of yours that has produced nothing more than wasted time and money of mine.
Because of my Christian beliefs, I have held back with legal pursuit of this matter. I am asking that you take my situation and matter to your superior for further examination.

Initial Business Response /* (1000, 5, 2015/04/27) */
I apologize for any inconvenience or frustration this may have caused. I am looking into this issue farther and will be in contact again soon.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/29) */
(The consumer indicated he/she DID NOT...

accept the response from the business.)
It's been well over two months now and it shouldn't take this long to resolve my issue.
Final Business Response /* (4000, 9, 2015/05/07) */
Dear Customer,
If the product fails during normal 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. If the product is under warranty, the ownership of the replaced defective parts will automatically be transferred to ASUS. All components repaired or replaced by ASUS will be under warranty for the remaining period of your warranty.
Being that we currently do not have stock available, the option we have is to issue a standard RMA. If you do not wish to send the products in for service, then you may continue to wait for stock to replenish our service centers.
If you would like to review your warranty agreement you may do so here: http://www.asus.com/us/support/Article/677/
Best Regards,
[redacted].
ASUS Customer Care

Email Sent To Customer Directly:
Dear [redacted], 
Checking into this matter, I see you were sent an email yesterday, I have copy and pasted the most crucial part of that email below if you can answer the questions for me, I will be sure to relay it to the correct party and help get this all sorted out. You can reply directly to this email for a quicker response or on the Revdex.com site. 
"Per our technician we will need more detailed information as to what abnormal yellor or freen that appears on the screen. When does this happen? Technician said they are unable to detect these symptoms on two of of the other units, they also implemented the field ECN but not sure if was improved or not since they cannot detect your reported issues."
[redacted]Asus Corporate Customer Care Team/Escalations Specialist

Dear Customer, 
I am extremely sorry for the issues you are having with your unit. However, looking into this matter, you are outside of the one year manufacture's warranty. The warranty terms and agreements that you agreed to upon purchasing the unit state, it only has a 1 year warranty from...

date of purchase. Also, there are no known issues with this model at all. I deeply apologize, however at this point all we can do is offer you a discount on the repair cost to have your unit repaired at a lower rate. I can offer you a 20% discount on the repair amount we have quoted you for. If you would like to move forward with the discount, please let me know. If you do not wish to pay for the repairs, we can ship the unit back un-repaired. 
[redacted]. 
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/05/06) */
This customer has determined his issue has been resolved and needs no further support from ASUS.
Best Regards,
[redacted].
ASUS Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/05/07) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)
ASUS reached back only yesterday. By this time, I had found other ways of going around the lack of support. I re-affirm that ASUS has managed to turn a very respected and forward thinking technology company to an entity that I will no longer recommend on the basis of absolutely unacceptable customer support and respect for the customer who has shelled out good money to purchase their product. The have managed to hide all telephone numbers so nobody can reach to their US coporate structure unless the good offices of the Revdex.com are used. Thank you Revdex.com, and shame on you, ASUS.

To Whom It May Concern,
Checking into this case, this customers unit has already been shipped out from our repair facility. FedEx tracking number is [redacted].
[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 complaint. I apologize for any inconvenience or frustration this may have caused. Looking into your case, I am very sorry things have been such a mess for you. I have approved a new...

in box replacement for you and am coordinating with the repair facility and my superiors to be sure this happens. I understand your frustration fully on this matter and am shocked your case reached this level before being properly handled. Are 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 /* (1000, 5, 2015/07/31) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
We are willing to offer a free of charge repair as a one time courtesy, and you will receive a 90 day...

warranty on only the part replaced.
The customer will receive a shipping label as well as instructions on how to proceed.
Best Regards,
[redacted]
ASUS Customer Care

Complaint: [redacted]I am rejecting this response because: you did not offer a solution to your false advertisement.  I am sorry you found a dead link; however, I had no problem opening it again.  I attached a screenshot to avoid any confusion.  I realize the advertised laptop is not actually for sale and I am kindly requesting that you make good on your advertisement by providing what was offered less than 2 weeks ago (and claims to be available now).  These specs are not only listed on the ASUS site but also several other websites as well since it was announced at Computex.  I am obviously not the only person to notice the misleading information as there is a thread of complaints on the ASUS facebook page.  The Vivobook model that I decided to purchase (based on the listed specs) is being sold for the same price with significantly cheaper parts.  It is a bait and switch tactic.Sincerely,[redacted]