ASUS Computer International

Initial Business Response /* (1000, 5, 2015/06/12) */
Please provide the RMA number with was lost by FedEx. I will be able to provide a replacement unit for you and we will handle the claims process with FedEx separately.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/19) */
(The consumer...

indicated he/she ACCEPTED the response from the business.)
Here is the first rma USX24B6183
Note this statement was already told to me twice. Once in December and another in February.
It is very frustrating.
Final Consumer Response /* (3000, 27, 2015/10/08) */
I received the computer, but it does not have any power cords or anything with it.
I returned the computer in the original box with the power cables, and everything which came with the PC. Now I have nothing no manual or any supporting information.
The computer I just received did not come in the original box and or contain any of the power cables or supporting material. I am very diligent in keeping original packaging and items. I would like it complete, as this is what I originally supplied to ASUS.
This has been nearly a year without a laptop, now I was supplied with an old laptop which is outdated a year with no way to power it.
Final Business Response /* (4000, 29, 2015/10/14) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I am very sorry about this matter. I have reached out to the facility and they will be shipping you a replacement adapter, I am hoping by the end of the day today. I am again very sorry about this.
Cordell S
Asus Customer Care

Hi [redacted]:
Please discontinue this complaint as I received the product today.  Thank you for your help.
 
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. I did receive a new-in-box replacement as requested, however, I still do not have any form of invoice for my records. If I have future warranty issues with this product, I will not have proof of purchase that meets ASUS policy requirements.  Also, the topic of a refund of $78.76 for shipping charges to return the broken system was not addressed or discussed during communication with business representatives.  
The final service representative took the time to communicate effectively and provided timely updates. During communication through emails, I agreed that satisfaction would be in the form of a new replacement, and for that, I am satisfied.Sincerely, [redacted]

Initial Business Response /* (1000, 6, 2015/06/24) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
As of 6/16/15 I show that your proof of purchase has indeed been approved. You are within your...

manufacturer's warranty until 7/14/2015.
Please contact support for any further services.
Best Regards,
[redacted]
ASUS Customer Care
Initial Consumer Rebuttal /* (2000, 9, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm convinced that as soon as I initiated my complaint to Revdex.com. Asus began to give my problem some attention.
So I want to say thank you for being proactive at listening and protecting consumers rights and interest.

Dear Mr. [redacted],
I do apologize for the issues you have experienced.
Our repair team has tested the unit with a working SIM, and we did not duplicate the issue you are having.   We have the test logs that we can share, and we would recommend trying a different SIM such as a new one from the carrier.   If we replace the product you will still experience the exact same issue as the SIM you have seems to be the problem.
We will be sending the phone back to you as no trouble found.
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care

To Whom It May Concern, 
I am working with this customer outside of the Revdex.com via email and we have agreed on a free of charge repair. However, customer would like to keep this Revdex.com case open until after the repairs are done and we have done our part.
[redacted] ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/11/19) */
Email Sent To Customer Directly:
Dear Customer,
I am contacting you in regards to your Revdex.com complaint. I apologize for any inconvenience or frustration this may have caused. Please let me know any questions you are having trouble getting...

answered and I will do my best to help you myself or get you in touch with the correct personnel to assist you. I am very sorry for the way things have gone prior to this.
[redacted]
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/06/08) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
Have you been in touch with anyone regarding your case since your point of filing the complaint? I do show...

some other activity regarding your claim and want to be sure not to confuse you moving forward. Do you have any other information to provide to your case?
Best Regards,
[redacted]
ASUS Customer Care

Complaint: [redacted]I am rejecting this response because:
 
Hi, here is my comment regarding the case.
 
 
 
 
The monitor I received as a replacement is defective, it has multiple dead pixels in clusters, and is worse than the one I was replacing via RMA.
 
 
I have gone through weeks of shenanigans, and had to call in multiple times. Currently I am without a working monitor, and Asus has failed to honor their warranty. I am sending the defective replacement back. 
 
 
 
Thanks,
 
 
[redacted]. 
 
Sincerely,[redacted]

Dear Customer,
Please refer to my last response, I will copy and paste below. Please understand that you being outside of your warranty at this point it does not matter if this was caused by your or just a hardware failure of a component inside the unit. Your unit is no longer within the warranty, so in order to have it repaired, you will need to pay for repairs, and if not it will be sent back un-repaired. 
Previous response: 
"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, 2015/10/13) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. At this point though, your unit is no longer within the original one year warranty, or the 90 day warranty that the unit had under the last RMA. With that...

being said, the unit was also physically damaged and is the main concern here. As it is very clearly stated in our warranty terms and agreements that physical damage is not covered. So not only is the unit no longer within the warranty, its also physically damaged. I have sent the picture of physical damage as an attachment on this reply. You can also view warranty terms and agreements here: http://www.asus.com/us/support/Article/681/.
So, with that being said, you are no longer within your warranty, and the unit is also physically damaged. But due to you already having a prior issue, as previously informed when unit was at the repair facility, we offered waiving the return shipping and labor costs from the price of repair. If you would be interested in that, please let me know and I will get that setup for you.
[redacted]
Asus Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I bought the laptop, the upper right hinge kept popping out. I reported this to ASUS numerous times. They claimed physical damage, yet a professional assessed ASUS didn't correctly assemble the unit. Then the hard drive died. When ASUS finally agreed to honor the warranty, they did it within days of expiration. I believe This was a business move on their part to avoid future claims. When the unit was returned to me the hinge on the left was now popping, and the hard drive failed again with the same exact error. ASUS wants to keep highlighting the fact the warranty is expired, yet is doing so to distract from the fact I am not disputing the warranty is expired, rather that ASUS failed to correctly fix the unit when it was still under warranty. They violated the warranty. Geek Squad checked this unit before shipment, and there was no physical damage to the u working hard drive, only internal damage caused by the negligence of ASUS. Any physical damage that occurred did not happen prior to shipment and I have Geek Squad associate proof. I believe ASUS is trying to dodge their responsibility to correct the negligence by trying to divert, and fabricate, any claims to avoid correctly repairing this unit that I bought in good faith. Geek Squad can testify that this unit was not correctly repaired by ASUS and that it was not in new condition when purchased, as from the beginning when I tried to get ASUS to repair the unit hinge, Best Buy worked with me to try to get ASUS to fix the unit as according to warranty. Any "physical damage" to the unit was never, has never, been caused by myself and is due to the faulty manufacturing of my unit. ASUS broke the warranty agreement and continues to violate my consumer rights by refusing to repair this unit correctly since they have yet to do so.
Final Consumer Response /* (3000, 16, 2015/11/04) */
DUe to an unforseen situation (My son was sheduled for surgery), I was unable to respond to their offer. I agree to their offer to fix the unit, and would like to receive the shipping label. Please let me know if we can arrange this.
Thank you
[redacted]
XXXX XXX XXXX
Final Business Response /* (4000, 18, 2015/11/05) */
Email sent to Customer Directly:
Dear Customer,
I have you all setup for the RMA at this point for your free of charge repair. You will be getting 2 other emails. One will be the RMA instructions, the other will be the prepaid FedEx label. Please let me know if you have any further questions.
[redacted]
ASUS Corporate Customer Care

Dear Customer, 
As previously discussed you paid for a repair and then it was taking too long so you decided to have us send it back un-repaired. However, your unit was already being finished up in repair at that point, and it was finished and shipped out to you. Although you were informed otherwise and our system was updated saying it was return un-repaired at your request, it had actually completed repair. According to the repair team who was working on the unit at the time as I have already looked into everything in your case. 
You were still having issues with the unit and sent it in back in and we then repaired it again at no cost to you due to the fact you had paid last time. If you would have not paid the first time then you would have had to pay the second time for anything to happen to the unit. Please understand we completed the repair the first time around, however it was apparently unsuccessful so we repaired it for free the second time around. I am not sure why everyone was under the impression it was not repaired the first time around, but after everyone digging into it more, it was repaired and even tested as well. 
For all of the confusion I can offer you a 6 month warranty extension and the offer of replacing the unit in that time-frame if you have any issues as well. However, that is all I am able to do for this matter.
[redacted]. 
ASUS Corporate Customer Care

Initial Business Response /* (4000, 13, 2015/09/01) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter. The technicians were providing the correct troubleshooting according to the emails I read. The warranty...

terms and agreement state that your product qualifies for one-way freight shipping from the repair facility. In this case I will be sending you a prepaid shipping label to help resolve this issue for you. For technical support, call X-XXX-XXX-XXXX

[redacted]
ASUS Customer Care
Initial Consumer Rebuttal /* (4200, 16, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The troubleshooting was not correct. The "technicians" have no clue whats going on. I don't believe they read any emails, and just gave the standard troubleshooting for any case. They have stopped communication with me since the Revdex.com case was closed. The case needs to stay open until my motherboard is replaced.
Final Business Response /* (1000, 22, 2015/10/23) */
Dear Customer,
I am reaching out you in regards to your Revdex.com complaint. It does not appear you have been taken care of yet at this point. I wanted to double check that. If you have not gotten any help as far as troubleshooting goes, I will have no problem helping you with that myself. Now, if you are still needing the RMA and have confirmed the board is the issue, I will also have no problem getting that setup for you and taken care of. Please let me know where we stand and I will do my best to to ensure you are handled appropriately from here on out. I am very sorry for the way this has gone prior to this.
[redacted].
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 24, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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 although I paid nearly $300 to have it repaired, the Asus device was repeatedly returned to me unrepaired (as an independent computer repair business stated in a previously attached document).  Further, that same document exposed the fact that I was charged double the rate for the purported repair.
The non-profit Consumer Reports 2017 Buying Guide indicates that Asus scores at the bottom or near-bottom compared to other computer companies in tech support, and for reliability. The laptop rating is least reliable, with 33% of devices identified as unreliable.  This is compared to Apple with only 17% rated unreliable.
Therefore, the poor quality of not just my device but tens of thousands purchasers of laptops from 2012 to 2016 combined with the unethical treatment I have experienced leads me to conclude Asus does not deserve an A- rating on the Better Business listing. 
Sincerely,
[redacted]

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 have noticed the latest offer we have provided you is a new in box unit and...

has much better specs than your original unit as well. Your original unit only had 4GB of ram, the unit we are offering you has 12GB of ram. Also the unit has a hard drive that is twice the size of your original unit as well as the CPU being a much better and faster one as well. Our latest offer is well more capable than your original unit. Please see the specs below, and again this is a brand new sealed in the box replacement. If you accept this offer, please let me know and I will get it shipped out to you overnight as soon as possible. 
Reference [redacted]Model_Name [redacted]Color Dark BrownTouch No Touch ScreenLCD 15.6" HD (1366*768), matteCPU Intel Core i3-6100U 2.3 GHzMB Chipset N/AMemory 12GB DDR4VGA Intel HDHDD 1TB (5400 RPM)ODD DL DVD±RW/CD-RWSecondary_ODDOS Windows 10 (64bit)WLAN 802.11ACWebcam VGA CameraBluetooth Bluetooth 4.1Keyboard ChicletI/O Ports 1x Headphone-out & Audio-in Combo Jack; 1x RJ45 LAN Jack for LAN insert; 1x VGA Port (D-Sub); 1x HDMI; 1x USB 2.0; 1x USB 3.0; 1x USB3.1 Type C (gen 1)Card Reader SDBattery 38WHrs, 2S1P, 2-cell Li-ion Polymer Battery PackRemovable BatteryNet Weight (LB) 5.1Carton Gross Weight (LB) 7.7Machine Dimension 15.0" x 10.1" x 1.0"Carton Dimension (L*W*H, unit: inch) 20.1" x 2.6" x 11.8"Energy_Star YEPEAT NExpansion_Slots 1x Socket (one slot installed w/ 4GB) + [8GB on board]Category NB 
[redacted]Asus Corporate Customer Care Team/Escalations Specialist

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:Sincerely,[redacted]
 
I have sent a video to support already. This is the email I sent to support. It won't let me upload video here.
 
Can someone tell me what was done for testing and the conclusion? I see the same test report I saw before and I still see the yellow isn't fixed.  I attached a video that I hope can show this issue better. I don't get it is it that hard to have someone call me when they are physically looking at the devices? Again I ask so now what??? I received both laptops back as I expected with no explanation and they still aren't fixed.
 
Sent from my iPhone
On Apr 29, 2017, at 9:17 AM, "[redacted] wrote:
(*Please do not change the subject line when you reply to this email)
Hello [redacted], 
Thank you for contacting ASUS Product Support, my name is [redacted].  I do hope you are having a wonderful day today.
I understand that you have been interacting with previous representative regarding your RMA. I will continue the interaction onwards.
I am seeing where your RMA was closed on April 28, 2017 and shipped via FedEx, tracking # [redacted]. It shows where it should be delivered on May 3, 2017 to original address at 8:00 pm.  
We do value your business, thank you for being a part of the ASUS family.
If you have any further questions, comments, or concerns please do not hesitate to let us know, we will be more than happy to assist you.
 
Please make note of your case number for future reference: =[redacted]
 
Regards,[redacted]ASUS Technical Support
h[redacted]
 
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Dear [redacted],
I very much apologize for the issues you have experienced. 
Unfortunately ASUS will not be able to provide a refund as ASUS does not offer refunds per our Warranty terms agreement.  Refunds would have to be acquired via the point of sale.  Per the warranty...

agreement ASUS does not cover damage to the ASUS product.
However, as a onetime courtesy, ASUS can provide a free of charge repair and cover shipping both ways in your case.
I have issued RMA [redacted] and sent shipping instructions and a pre-paid shipping label from FedEx.[redacted].
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care

Initial Business Response /* (1000, 10, 2015/06/22) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
Were you informed that the advanced replacement requires a credit card hold for the MSRP value of the...

motherboard? We will be happy to set up the advanced replacement option for you if we have the stock available. If you accept this RMA option we will set the RMA up for immediately.
Best Regards,
[redacted].
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 12, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not happy with the response because I have already paid for repairs to my Asus Sabertooth Z77 mainboard. I fell at least they owe me for repairs which I have paid $135.60. All I ask for is that ASUS repair my mainboard and if they are not going to repair my mainboard to refund the payment which I have made in the first place.