ASUS Computer International

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 Customer,
If you purchased the unit from ASUS you would have purchased it on an ASUS website. Do you have your invoice or any other information you can provide me to see if I can help figure this out for you. As it appears you may have misunderstood my last response as I was not telling you that you didn't purchase it from us, I was simply stating that you need to reach out to the place of purchase and even ended my response with stating: "So unless the unit was purchased from our ASUS store online, then I would very strongly suggest you reaching out to the place of purchase regarding this issue." If you believe you have purchased from our website which it looks like it by your emails pertaining to this situation then please provide me your invoice and I will get this all sorted out for you. Please be advised that I am the only one that handles the Revdex.com complaints, so reaching out to the consumer support, will not get you the proper information nor will they have the information I do, nor will they have the power to get this situation properly addressed. I have sent this to your email as well in hopes that you will reply to the email so I can get you taken care of appropriately. I see my co-worker [redacted]. may be in touch with you as well, he will be the only other person at my level that will be able to get this addressed for you correctly. So please stay in touch with me or [redacted]. and we will get this taken care of for you. As long as you have your invoice, it is very possible we will be able to get you a refund.
[redacted]
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/10/26) */
Dear Customer,
It appears at this point you have contacted our escalations department at this point and they are looking into this matter for you. They should be taking care of this. If for some reason you run into any trouble with them,...

please let me know and I will take care of the matter. At this point though, they should be getting you all setup to have these units repaired or replaced if they happen to be non repairable.
[redacted] S
Asus Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I got an email from Asus customer care telling me to call "business department". I will call and see if they will resolve the issue. At the meantime, this case is not solved.
Final Consumer Response /* (3000, 19, 2015/11/02) */
I really don't care what the Asus policy is. The policy should be "FIX THE CUSTOMERS COMPUTER CORRECTLY FROM THE START". You guys know that the X200 models have a lot complaints about the battery charging issue and yet the repair facility just did a silly bios update. I'm not a super computer genius, but just by doing an bios update was bound to have problems again and I was not aware of that. Please tell me how and why the repair facility decides to replace the batteries on some laptops and bios update on the other.
Final Business Response /* (4000, 21, 2015/11/03) */
Dear Customer,
I deeply apologize for this matter, but our repairs do have 90 day warranties on them, even if you only had a week left of the warranty when it was sent in, it will have a 90 day warranty once you receive it back. So if there is an issue with the repair, its needs to be reported back to us, within the warranty timeframe or that 90 day repair warranty timeframe if that happens to be longer than what was left of initial warranty. At this point, the units in question are all out of warranty and we will not be able to repair them free of charge. The reasoning for different repairs being done for related issues, is at times the bios can cause this same issue, it is not always the battery. I am again sorry for this matter, but the only option for repair would be for you to pay for the repairs.
[redacted] S
ASUS Corporate Customer Care

Initial Business Response /* (1000, 15, 2015/10/22) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused.
We will not be able to refund that repair cost, what we can do is provide you an overnight FedEx label to have you send that unit in to be swapped out...

for the Gryphon Z97 you were supposed to have received. If you do not wish to send your board first, we do have a cross shipment method we can utilize. I will explain below. Please let me know what method you would like to move forward with and I can ensure you that you will be taken care of appropriately. I am again very sorry about this matter.
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.
[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. With the unit being out of the warranty period, all we can offer is a repair at the quoted cost you received...

on the previous RMA. For further warranty information, please se the link below:
http://www.commercialsupport.asus.com/#!limited-hardware-warranty/[redacted]
W[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The ASUS own staff determined the failure in this laptop computer is the motherboard. There are three reasons for motherboard failure 1. Power surge which results in instant failure 2. Physical damage which is manifested with visual damage and system failure. 3. Is the slow failure which my machine experienced. From the beginning this machine required rebooting after only a few minutes of operation, I took the machine back to the Best Buy store where I purchased this computer and explained my problem. The store tecnition would restart the computer and it would not malfunction. I did this at least three times physically and made several phone calls asking for restart help and each time a reboot would let the machine operate to my needs until the next problem. What my reaseach has discovered is the following; motherboard failure results is selective perfial shut down meaning the motherboard would selectively fail to function componuts such as screen dimmer, keyboard lights, touch screen functions, keypad malfunction, video display, sound confusion, failure to recognize icons as well as many more phantom malfunctions. The best response I received from Best Buy technitions was "this is a result of windows 8 and just live with it". I am not at all satisfied with the ASUS response because this motherboard was malfunctioning from the start it was not a failure of windows 8 and further a replacement of a motherboard will not repair the problem because of the many components within the computer that have already been damaged by a malfunctioning motherboar which will not be replaced no matter who pays. This ASUS outfit receives a B+ from the Revdex.com rating system with over 1700 complaints and only one resolved satisforictally according to the public report that I read from the Revdex.com archives. They,ASUS, give this firm statement this machine is out of warranty as well as telling me I should have brought to their attention when I noticed the problem. I did and each time a reboot corrected the active problem, I am not computer smart enough to understand "we have a problem here Huston" but whe the computer did not light up I began to get real smart, and I got even smarter when I researched the reasons and symptoms of mother board failure and also it is impossible to properly install a motherboard after original assembly because of precise cooling air passageways [redacted] are impossible to duplicate off the assembly line, which incidentally is one of the causes of motherboard failure, overheating, The product was bad from the beginning, it is impossible to repair (as evidenced by the 90 day warranty of the replaced component and no coverage for the damaged perrifials) and the smoke screen that I encountered blaming the malfunctions on windows 8, leaving me to believe the ASUS computer was ok and the real problem was with windows. The actual problem is a computer that is trying to do more than the physical case can accomidate. My middle ground was to pay 150.00 to have the machine repaired, the more I pondered the option of having the machine fixed and realizing that any of the components that the motherboard was communicating with in the semi functioning mode in which it was operating from the beginning are already compromised and most likely to expierence improper operation with a replaced motherboard. The more learned me realizes a repaired computer is prone to failure. My middle ground is to have this machine replaced with an ASUS provided laptop with touch screen and windows 10 as the operating system. This does not have to have the I 7, dual core 64 bit processor. Something more manageable and reliable would do just fine. I believe my request for a much less fancy computer is not unreasonable as a compensation for the frustration that this machine gave me from the beginning
Final Consumer Response /* (3000, 17, 2015/09/21) */
After receiving a positive solution for the problem I complied by returning the computer for a one time no charge repair. Using RMA USXXXXXXXX for the return shipment no fee repair. Today I read their $510.00 charge to repair part of the from the factory problem. It. Seems they have totally forgotten me as well as the 1700 other Revdex.com complaints against their terrible service and or products. Their communication clearly stated they would perform a one time no fee repair now they have recanted knowing full well the Revdex.com would close the complaint as fully satisfied because of the delayed timing of ASUS reply. Please reopen my complaint and remind ASUS of their communication to satisfy me, the customer by a one time no fee repair. [redacted] XXX XXX XXXX
Final Business Response /* (4000, 19, 2015/09/22) */
Dear Customer,
I was waiting for your approval of the offer through the Revdex.com portal and then upon receiving that approval I was going to create the appropriate RMA with all of the notation. It appears you contacted product support on your own and set up an RMA on your own. Regardless, I have resolved this and the quote for the repairs has been waived.
W[redacted]
ASUS Customer Care

Initial Business Response /* (1000, 6, 2015/05/13) */
Dear Customer,
I apologize for the inconvenience and any frustration caused. I will be assisting you moving forward with this matter. I will inquire with my team to see what options we can offer. Thank you in advance for your...

patience.
best regards,
[redacted].
Initial Consumer Rebuttal /* (3000, 8, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response as of right now. They have only said that they'll see what they can do; which is not anything more than what I had already dealt with. Only once they have provided a solution will I accept their response.
Final Consumer Response /* (3000, 14, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I provided more information to the case on 06/03/2015. You'll have to be on the goldengate.app.Revdex.com.org site and view the case to see the attachments. Otherwise, there isn't a way for me to attach pictures when filling out a response.
Final Business Response /* (4000, 16, 2015/07/23) */
7-23-15
Sent via email from business:
Hello [redacted],
We will honor a repair for the customer and waive the cost of repair. The customer will be emailed shipping instructions and a pre paid label to resolve the customers complaint.
Best Regards,
[redacted]
ASUS Customer Care Lead

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]

Complaint: [redacted]I am rejecting this response because:
Mr. [redacted]
Thank you for your follow up and I do appreciate your efforts. 
I have also received two emails from customer service requesting I call in and speak with someone and not communicate via emails. 
Unfortunately the issue has not been resolved, but I needed a break from dealing with it. This purchase of my fourth Asus laptop has been a most unpleasant experience and I feel I have hit a brick wall.  No matter whom I speak with or communicate with in any way simply cannot help me.   The actual individual I speak with is always very polite and professional, unfortunately their hands are tied and cannot help me and all customer service falls short of any definitive answers.  
Since my computer was returned, I spent five days running updates, I kept getting error messages or something couldn't load. I had to do a restart every few hours. I have photos documenting the errors and date and time indicating just how long everything is taking.  
You had my computer for four weeks, I kept hearing "waiting for a part". No one has ever explained or informed me of what was actually repaired. Because the moment I turned my computer on, it felt like nothing was done to it.  
Let me explain why I am so disappointed and frustrated.   I have an Asus X501A which is four years old.  That laptop runs smoother and faster than the brand new one you just repaired.  
 My classes start on August 22nd and I feel certain I will not have a laptop.  So I ask you Mr [redacted], what is my next recourse?  I've reached the end of my rope, I'm disgusted and frustrated with no where to turn. Quite frankly, I do not want this computer, I no longer even want that model.   What am I supposed to do?  This has already absorbed and consumed so much of my time I am done arguing, I am done going round and round with no answers.   
I have no idea what else to do or say, so you tell me.  
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/04/24) */
Thank you for contacting ASUS Corporate Customer Care. I apologize for any inconvenience or frustration this may have caused. Unfortunately your product is not supported in North America. Please contact your service center in Mumbai at the...

number XXXXXXXXXXX.
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. The warranty for the unit you sent in expired on 12/17/2013. All out of warranty products or physically...

damaged are subject to a quote for their repairs. I show that RMA USXXXXXXXX has closed out and is in transit to you under Fed Ex tracking number XXXXXXXXXXXXXXX.

[redacted] Z
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint was no if it was in or out of warranty, but the assessment of the tablet and the frustrations dealing with Asus about the assessment and verification that they invoice was generated by looking at the wrong tablet. Further more, Asus send me a message that if I didn't pay the invoice in 12 hours, they would send it back. That was still during my dispute.
Final Consumer Response /* (4200, 11, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I thank you for that offer, the labor was only quoted at $25 and shipping is inexpensive. The quoted that was generated to repair the tablet, (if the correct tablet was evaluated) is still more than what I paid for when I made the purchase when it was brand new. I find it hard to believe replace the mother board, even through it the heart of the unit still costs more than the total unit itself when bought retail. Its insulting to your customers who already invested in your products. I rather you offer to sell me a new one.
Final Business Response /* (4000, 13, 2015/09/04) */
Dear Customer,
ASUS can only cover costs of repair for products that are covered by a warranty and meet the warranty criteria. I can offer prepaid shipping in to the repair facility as well as waived return shipping and labor only.
[redacted] Z
ASUS Customer Care

Dear Customer, 
I see you are requesting a refund. Unfortunately, we cannot offer any kind of refunds or monetary compensations. We did not sell this item 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 30 days of purchase.
ASUS, as the manufacturer, offers a limited warranty for the products that only covers repairs or replacement of the units.
With that being said, what I can do is replace the unit for you. I will also provide an overnight label for you to ship your current unit in to get it replaced as soon as possible. 
[redacted] 
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/06/24) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
Unfortunately the ASUS North America does not handle complaints from our over seas facilities. Your...

complaint is certainly warranted, however one thing you could that would help you exercise your warranty agreement, is to call our North America Support at 888-678-3688 (Toll Free)troubleshoot with an agent to the root cause, and ship the product to the United States for service.
As far as our contacts for our facility in Italy, the only number we currently have is XXX XXX XXX. Is this the number you have been contacting for service?
On the other option is to wait for you to arrive back in the US, and we can set the product up for service and diagnostics to resolve your issue.
ASUS offices within the United States and Canada are warranty repair service centers. ASUS does not provide services other than hardware repair warranty services.
Best Regards,
[redacted] M.
ASUS Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]i have sent my router to the address provided for a repair or replacement . I will be fully satisfied when I receive repaired router or a replacement. Please allow several days for this to conclude  Thank you Revdex.com    
Sincerely,
[redacted]

Dear [redacted],
 
I do very much apologize for the delay and bad service you received from our support team.  I will have our QA investigate this so it doesn’t happen again.
As for your issue I have issued an RMA [redacted] and send you a pre-paid shipping label from...

FedEx.[redacted].  Please go ahead and send the product in and I have instructed the repair team of the issue and to swap the board and ship a replacement out to you instead of repairing the current motherboard.  Please be advised the turnaround time is 7-10 business days.
Again I do very much apologize on behalf of ASUS and please let me know if any further issues.
 
Best Regards,
[redacted]
ASUS Corporate Customer CareTell us why here...

Initial Business Response /* (1000, 9, 2015/06/18) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
How were you informed of the original quote of 130.00? Was this over the phone, email, or live chat? Is...

there a way you are able to attach the correspondence for review.
Can you please take pictures of the damage and the profiles of the box you received it in and attach those to your next reply?
Initial Consumer Rebuttal /* (3000, 11, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only reason I MAILED ASUS BACK MY COMPUTER IS BECAUSE THEY QUOTED ME TO REPAIR MY HARD DRIVE #130.00,by their Phone Support Technicians which should all be documented in their records on May 27th. ASUS HAS CASE #'s - ASUS CASE #NXXXXXXXXX on 5/27th. Please be advised it cost me a total of $49.45 to secure fragile shipping. ASUS, then came back with a quote of $330.00, to repair, they shipped back UNREPAIRED. NOW, I FOUND SOMEONE LOCAL TO REPAIR and they are giving me a hard time of giving me my WINDOWS 8. PRODUCT KEY which I never received when I purchased computer as they had only a 4pg instruction guide. Please advise ASUS TO provide my Windows8 Product Key to my computer, so that I can activate my computer because they were too unreliable, not experienced and are trying to make money off of me. I will fix my own computer but I need the Windows 8 key assigned to my computer ASAP.
Final Business Response /* (4000, 24, 2015/08/27) */
Dear Customer,
I will have to send off a request to our engineering department for the original Windows 8 key and once I get a response, I will email you directly.
[redacted]
ASUS Customer Care
Final Consumer Response /* (2000, 26, 2015/08/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If I get the Windows 8 key, possibly I can fix my computer.

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. 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. 
If you can please provide the information I am requesting I should be able to get a refund for you, however, I need the invoices or at least both of the order numbers. 
[redacted]Asus Corporate Customer Care Team/Escalations Specialist

Initial Business Response /* (1000, 5, 2015/09/09) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter. I realize that we are in fact out of turn around time on this RMA. Since it seems this RMA is for a customer...

of yours, I would suggest contacting our business to business support line in the future. The number for that line is X-XXX-XXX-XXXX, they have shorter wait times and are a small group of networked technicians specifically for our business clients.
[redacted]
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So the replacement part is FINALLY in shipment TODAY (still not arrived). And the only reason it shipped now, is because I had to spend AN ENTIRE AFTERNOON on the phone with ASUS and had to push the CSRs to handle it immediately, despite them wanting to call me back hours later or the following day. If I should be contacting the business team, why did your customer care team not advise of this!? I purchase a business product and PAY EXTRA to have upgraded guarantee - ASUS has FAILED! I want an explanation as to why this wasn't handled appropriately the FIRST time I called and brought this to CSR attention? I need some reimbursement for the excessive, unnecessary time ASUS has cost me - you have pulled me away hours from billable clients to deal with your incompetent staff. I also need reimbursement for the premium I paid initially on the product to get the ASUS CSM guarantee, that was never delivered and directly in violation of the Canadian Competition Bureau's laws on Warranties and Guarantees.
Final Business Response /* (4000, 28, 2015/11/04) */
Dear Customer,
We are in no way responsible or should pay the difference in price between a normal motherboard and a CSM model board. Especially a CSM model board that the customer themselves never owned or purchased. As you have stated you sell these to your customers. Our warranty terms states that we are responsible for the purchased unit, which we have offered repairs and even replacement for. We have offered everything within reason and have followed our warranty policy. If you do not want a repair or replacement, then there is nothing else that we can offer.
[redacted]
ASUS Corporate Customer Care
Final Consumer Response /* (3000, 32, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firstly, I purchased the product and I claimed warranty on the product. It's none of your [redacted] business who uses it in the end; this is a blatant excuse for garbage customer service. If you believe you have satisfied requirements for the warranty, then you are uneducated on the CSM program.
Secondly, there is variable evidence that I was kept on the phone with your staff for 3+ hours during initial RMA, than another 2-4 hours+ followups when the product was sent, lack of product stock despite CSM guarantee, and nearly 2 weeks to receive an ADVANCE shipped product. As you know the standard B85 and B85/CSM boards have a cost difference, the CSM costing more. Please clearly identify, considering "quid pro quo", what benefit exactly I have received for the additional cost spent on the CSM board.

Initial Business Response /* (1000, 9, 2015/06/12) */
The computer was purchased back in 2012, and the first time the customer sent it in was in 2014. The warranty, if purchased from Best Buy on this unit is 1 year. IF the computer needs servicing after the initial first year of use, service...

charges will incur.
If the problems started within the warranty period, we would happily accept the unit for free-of charge repair. However, the unit is out of warranty, over 2 years out of warranty.It is unreasonable for a customer to use a unit for 2.5 years and expect a full refund on the device.
Initial Consumer Rebuttal /* (2000, 11, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for looking at my case. The company did all try could.

Dear [redacted],
I very much apologize for the issues you have experienced.  However based on ASUS warranty you only qualify for a refurbished replacement.  If you would like a new in box unit you will need to contact the point of sale and ask if they can exchange for a new in box.
The only other option you have though ASUS if you decline the refurbished replacement is sending the product in to be repaired.
Please understand these are the only options available to you that ASUS can provide.
ASUS Warranty Terms: [redacted]
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/05/06) */
Dear Customer,
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. I will inquire with our service team to see what options we can go over. Again, I...

sincerely apologize for the problems this has caused you and I will provide a response as soon as I receive one.
Best Regards,
[redacted].
ASUS Customer Care