ASUS Computer International

Initial Business Response /* (1000, 5, 2016/02/02) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. Looking into this matter for you, I have some good news. The repair facility noticed that was a mistake on their part and that your unit was under...

warranty. They repaired the unit and it has been shipped out already. According to it's outbound FedEx tracking number XXXXXXXXXXXX, the repaired unit should be returned to you tomorrow. Please let me know if you have any other questions or concerns.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2016/02/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/05/05) */
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.
We will need to verify the warranty status of your product. Could you please reply to the email you...

will be sent regarding your proof of purchase? Once we can verify you are under warranty should be able to resolve the issue.
Best Regards,
[redacted] M.
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/05/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please let [redacted] know I have e-mailed him a few times since I received his email to me. I told him already that they should have the computer at asus already. I had best buy ship it to them direct when they would not release the parts to best buy to look at and fix, They told them they would look and fix it. Some one needs to find my machine and fix it and make it right or replace it and make it right. As for warranty it started to be a problem prior to warranty expiration and every time I tried to get help through them I was left in limbo so I took it elsewhere after all the problems and then to be told they could not touch it because ASUS was going to fix it I was exasperated to say the least. I still feel this is a problem with the machine in general internally and nothing I did wrong.
Disappointed
[redacted]
Final Business Response /* (4000, 9, 2015/05/21) */
Dear Customer,
I have checked my inbox for an email I was to receive the proof of purchase from. I will email the customer again. Please note that you can attach the proof of purchase to the ASUS email you have received as well as the Revdex.com complaint application.
Best Regards,
[redacted] M.
ASUS Customer Care

Initial Business Response /* (1000, 6, 2015/04/27) */
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, 8,...

2015/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will be awaiting your response.
Final Business Response /* (4000, 19, 2015/06/01) */
Dear Customer,
We apologize in the delay in processing your case. You have been generated an RMA number and a pre paid shipping voucher. Please follow the instructions on the email you will receive.
Best Regards,
[redacted] M.
ASUS Customer Care
Final Consumer Response /* (3000, 23, 2015/06/18) */
Why is the repair team trying to fix my computer. I had to email customer sevice twice to get an update. The below email is the one I got. So I'm not sure if I'm getting a replacement or the same one back with new parts.
We apologize for the delay in service and the inconvenience this may have caused you. However at this time, we would like to offer a replacement of the same model with the same hardware configurations. The replacement is a fully-tested recertified unit that meets ASUS quality standard and warranties from your original unit will transfer to the replacement unit. Please keep in mind that receiving a replacement will not extend your warranty. For more warranty information, please visit http://service.asus.com.
Problem found with original unit: Unable to install operating system
However, if part(s) become available while a replacement product is being processed, your original unit may be repaired and shipped instead of the replacement. This replacement is final, it is not a loaner and data will not be transferred to the replacement unit. If you wish to accept, please reply back to this email to accept or decline the offer. Please note that if you decline this offer and you wish for us to complete the repairs necessary on your unit, there could be longer wait times to receive the needed parts and make the necessary repairs.
Thank You!

Initial Business Response /* (1000, 17, 2015/08/10) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
I am currently checking with our product manager on the Hard Drive spec. you are inquiring about.
ASUS...

offices within the United States and Canada are warranty repair service centers. ASUS does not provide services other than hardware repair warranty services. We are unable to send a part only, you will need to send the product in for service if you would like the bezel issue addressed.
Best Regards,
[redacted]
ASUS 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. I am very sorry for the issues you are having with the unit. I understand you may have just...

purchased the unit a few months ago, however, your serial number is showing out of warranty in the system. Can you please provide your proof of purchase/invoice and I will then adjust the information in our system to be able to move forward with an RMA? 
I notice you are requesting the unit to be replaced, I am extremely sorry to inform you that, a replacement is not something I can guarantee. However, if you provide your invoice/proof of purchase, showing this unit is within the 1 year warranty from date of purchase than I can setup an RMA to have the unit repaired. If for some reason the unit is not repairable, they will replace it. But again, that is not something I can guarantee. 
[redacted].Asus Corporate Customer Care Team/Escalations Specialist

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. I am consulting with my superiors on your case to see exactly what we may be able to do for...

this. Is there any way you can provide me the purchase invoices for these 2 purchases? If purchased from our store online, then you should have received an email with invoice. You can attach those in a reply to me through this email or on the Revdex.com site. Please let me know if you have any other additional information as well. 
[redacted]Asus Corporate Customer Care Team/Escalations Specialist

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. Alright, well if you have confirmed your CPU and all RAM is fine, then what we will have to do is move forward with another RMA to get it repaired correctly for you. I deeply apologize about this situation. However, I will be more than happy to setup a new RMA to be sure your unit is repaired correctly. 
[redacted].Asus Corporate Customer Care Team/Escalations Specialist

Initial Business Response /* (1000, 5, 2015/05/28) */
Dear Customer. We apologize for your issues and while your complaint is certainly warranted, your complaint is with an overseas service center. Unfortunately, ASUS operates their service and repair centers according to region. We would love to...

be able to help you, but we would not be able to pull up any service records or even any product records outside of the US region. We urge you to get in contact with your local region's support to help resolve your issue. The serial number of the product is zoned for Taiwan. You will need to contact XXXX-XXX-XXX for assistance from the ASUS facility your product is zoned for.
Best Regards,
[redacted] M.
ASUS Customer Care

Initial Business Response /* (1000, 5, 2015/12/07) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I am very sorry for the confusion on the warranty coverage's and this matter. As you have been informed, the warranty does not cover this issue. However,...

due to the way you were handled prior to this and the misunderstanding, I would like to offer you a one time courtesy free of charge repair for this matter. So the unit will be repaired free of charge as if it was within the warranty. I can setup the RMA and provide you a prepaid label to cover shipping the unit in and have the screen repaired free of charge. Please let me know if you want to move forward with this and I will get you all setup. Also, please let me know if you have any further questions or concerns.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 8, 2015/12/09) */
I am willing to accept this offer stated on the complaint with asus as long as my unit is repair with no cost to me...
Final Business Response /* (4000, 10, 2015/12/10) */
Email Sent To Customer Directly:
Dear Customer,
I have you all setup for the one time courtesy free of charge repair RMA at this point. You will be getting 2 other emails. One will be the RMA instructions, the other will be the prepaid FedEx label for sending the unit to us. Please let me know if you have any further questions.
[redacted].
ASUS Corporate Customer Care

Email Sent Directly To Customer:Dear Customer, Me and my team have been working diligently to get your case all sorted out and taken care of. I apologize very deeply about the issues you have had and the time this has taken to correct this mistake for you. However, I have great news for you, the new in box replacement will be shipping out today(4/7) overnight under FedEx tracking number [redacted]. You will not see an update on that tracking number until the unit is picked up by FedEx later today however. Please let me know if you have any other questions or concerns. [redacted]. ASUS Corporate Customer Care

Complaint: [redacted]I am rejecting this response because:
A representative I was working with responded with information about the repair of the laptop. They stated that the technical support division  for service and repair of the laptop would investigate the actual cause of death of the motherboard and would notify me in regards to fault being laid claim to the customer vs a manufacturing flaw in the graphics card chip. I have stated multiple times that failure such as this  cannot be a counter to the customer due to the fact that gpus do not fail like this.Sincerely,[redacted]

Hello, 
   Thank you for reaching out to me. Unfortunately the only information I have is the email that I've been receiving emails on, which is [redacted]. I had the RMA number but I was only able to access it from the original email. I tried to go back to the email and access the invoice to get the number, however I get an error message telling me that the invoice is no longer available. I'm not sure why that is, especially since I still do not have my tablet back. 
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Dear [redacted],
I very much apologize for the issues you have experienced.
Unfortunately ASUS cannot control misinformation which was given by the point of sale.  If you were advised by the PC sales agent at the point of sale wrong information we would recommend you work with their...

corporate office to either get the repair covered and they pay for it or give you a refund for the product.
ASUS warranty terms do state that any damage does void the ASUS warranty.
ASUS Warranty Terms - [redacted]
I see you didn’t include the serial number of the product in the complaint, can you please provide that and I will double-check our system to make for sure if this unit is or is not covered via ADP.
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care

Initial Business Response /* (1000, 6, 2015/06/08) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
Please provide your proof of purchase so that we can verify your warranty status. The 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 file. Unacceptable forms of proof of purchase are:bank statements, screen shots, forwarded e-mails, copy & pasted e-mails.
I will continue to look into your case, if you have any further information please contact support, or simply respond to this message.
Best Regards,
[redacted] M.
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 8, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello [redacted]
All warranty related information was submitted and is on file with Asus. Please reference RMA #USXXXXXXXX for warranty status and repair history of Nexus 7 device.
As mentioned, my complaint is about Nexus 7 being defective after RMA repair (this repair was performed in warranty and you should be able to verify from device history).
After I received the device back we noticed issue with multi-touch feature. I contacted Asus support who told us to factory reset the device to resolve issue. We have performed the steps but issue did not get resolved. Since this issue appeared only after repair was performed, I contacted Asus support and returned device to have it repaired. After I sent in device, I was told that device was no longer in warranty.
My complaint is that issue with multi-touch resulted from previous repair and should be covered under warranty or as part of previous repair (since it was improperly repaired).
I hope, I was able to clarify issue at hand.
Regards,
[redacted]
Final Consumer Response /* (3000, 21, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
Due to lack of response, I have given up on repair and disposed of tablet. RMA instructions were promised in June but were not provided until now (4 months later). Revdex.com associate on October 9th informed me that case would be closed unresolved and at that point I have thrown away the tablet unrepaired.
Is it possible for Asus to provide a replacement unit or some sort of compensation?
Thank you in advance!
Final Business Response /* (4000, 23, 2015/10/30) */
Dear Customer,
Being as you no longer have the unit in your possession to send to us for a repair/replacement. There is not going to be anything we can do for this matter. I deeply apologize.
[redacted] S
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/06/26) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
Please provide your proof of purchase so that we can verify your warranty status. The 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 file. Unacceptable forms of proof of purchase are:bank statements, screen shots, forwarded e-mails, copy & pasted e-mails.
Best Regards,
[redacted]
ASUS Customer Care

Initial Business Response /* (1000, 5, 2015/06/12) */
Unfortunately, refunds are not available once the device is outside of of the 30 day return window. That is both ASUS and Newegg's policy. However, seeing as how the unit has gone through so many unsuccessful repair attempts, we would be able to...

offer a replacement for you. That would be in the warranty terms, as long as the unit is still within the warranty period and there is no physical damage to the unit.

Dear Customer, I am extremely sorry for all of the issues you have been having. Looking into this matter for you, I reached out to the engineers and confirmed that the Zenfone 2 Laser [redacted] only has one 20MHZ band. So therefore you will only be able to receive roughly 75MBPS. I am very...

sorry about that, but it is still wireless N. [redacted].

Dear Customer, 
I understand you do not want to go without internet so for your case I would like to approve an advanced replacement. We normally cannot do this on wireless products, but I will approve one for you case due to the situation. Let me explain below how it will work out and you can let me know if you want to move forward with this and I will get you all setup and taken care of. 
Advanced replacement explanantion: 
We do have a cross ship option, but I will have to send out a stock check first(if I am not able to verify stock now) which can take up to 2 full business days. Then, once we hear back from that and stock is verified, we will send you an email that contains the RMA instructions and a link to our site to fill out your credit card information. You will then submit your information at that link and we will then place a hold on that card and ship out the replacement once we process that submission. Once you get the replacement, you will then ship back the defective one, and once we get that from you, we notify the bank to remove the hold off your card. Keep in mind, there will be a $10 processing fee that is not returned as part of the hold. 
[redacted]. 
ASUS Corporate Customer Care

Complaint: [redacted]I am rejecting this response because:As they took almost a couple months to repair my laptop I went out and purchased the battery already figuring that that they were going to take forever. As for doing a once over they should have done that the first time. If they want to reimburse me for the battery that might be acceptable.Sincerely,[redacted]

Dear [redacted],
I very much apologize for the issues you have experienced.
Please provide the rebate tracking number so I can have our rebate company look into this for you and help resolve it.
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer...

Care