ASUS Computer International

Initial Business Response /* (1000, 5, 2015/06/17) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
Can you please confirm the serial number of the product you have in your possession?
I will look into...

what service options we have available. We will be in touch as soon as possible with our proposal to resolve this issue.
Again, we apologize for the inconvenience this has caused.
Best Regards,
[redacted].
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How am I supposed to respond to a request for information? This is the Revdex.com, not an email. Asus has not contacted me directly with the information I provided. Asus has not provided a way for me to contact them pursuant to this complaint. All I can do with the Revdex.com website is "accept" or "not accept" the Asus response. There is no conversation system on the Revdex.com website.
So despite my wanting to pursue resolution with Asus, I have no choice but to "not accept" their response.
I am going to repeat the relevant information below AGAIN in the hope that it is received this time and responded to appropriately. I last sent this information to Asus on April 24, 2015.
ASUS Service number NXXXXXXXXX
Rma number [redacted]
Serial number [redacted]
Part number [redacted]
The response I expected is "Yes we will resolve this issue and send you a new board. You must return the old board thereafter." I feel like this should be happening easier than it is. :)
[redacted]

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 Mr. [redacted],
I very much apologize for the issues you have experienced. 
I have checked into your RMA and the team is currently processing out a replacement you accepted ([redacted]) on 8/30/2017 via support team.
I have updated the shipping to overnight with signature...

required.  The turnaround time is 7-10 business days to process out the replacement, although in your case I would not expect it to take 10 business days to process out this replacement, however it can take that long under normal circumstances.
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care

Dear Customer, 
Please see attached as I have located the other RMA and have a list of all the serial numbers with the associated tracking numbers for each one. Please let me know if there are any you are still missing. 
[redacted] 
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2016/01/16) */
Dear Customer,
I am extremely sorry about the way things have gone for your prior to this. I am terribly sorry that you have had continual issues with this unit after repair. I have brought this to my superiors attention so they can reach...

out to the facility and find out why this happened and what we can do in the future to prevent it. I understand you are very frustrated with us and I do not blame you for that matter. However, you are correct that with the unit being this long out of warranty, we will not be able to do anything for this matter outside of an out of warranty repair, which would require payment for the repairs. Again, I am terribly sorry about this situation.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2016/01/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/31) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter. I am currently coordinating with a few departments in order to determine the status of the refund and what...

we can do to expedite the process.
[redacted]
ASUS Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did finally receive my refund on August 26, 2015. Thanks to the Revdex.com for their assistance with this matter.

Email Sent To Customer Directly:Dear Customer,  I apologize for any inconvenience or frustration this may have caused. I am very sorry you have had soo many issues with this matter. I would like to get you taken care of. Please reply to this email directly and attach your invoice/proof of...

purchase to your reply and I will upload it into our system and get everything all setup for you. Again, I am terribly sorry for your issues, however I am here to help and make this right for you. Let me know if you have any other questions as well.  [redacted].  ASUS Corporate Customer Care

Dear Customer,
It appears you are misunderstanding the warranty terms and agreements I have sent you and what I copy and pasted in the last response was the international warranty terms. I highlighted that section for you as your unit is zoned to another region of the world and not the US. As explained, your unit is not covered in this region. Even your international warranty does not cover you in this scenario, as our region charges for repairs for any unit that is not zoned to our region. Normally the parts have to be ordered from the correct region, especially in phones. Please understand as well that your unit does have a warranty in the region it is zoned to, and that ASUS is not responsible for a 3rd party company selling you something different from what they were advertising. As if it was not a US model phone, they should have stated so. Also, ASUS has in no way broken any laws or anything in denying you a free repair for a unit that is not covered under the warranty in our region. I do apologize deeply about this situation again. However, as explained, there is nothing we can do for this matter, other than charge you for a repair.
 
[redacted]
ASUS Corporate Customer Care

Complaint: [redacted]I am rejecting this response because: this is not satisfactory as during the time it is being repaired or replaced I will be without a tablet, and I will be unable to run my business since it is an online store. I have no way to interact with my customers, update product availability or process orders. If I would of known the warranty process was not to take care of its customers I would have never purchased this product. I will also never purchase a Asus product again since this is the policy. I will also advise everyone that is thinking of purchasing their products not to purchase them. My business being down for days for them selling defective products is not a acceptable resolution. If that is the case then I can purchase another tablet made by a different company, move my information to the new tablet and send the Asus tablet back with a receipt for a complete refund. I have already been inconvenienced by this product not working as described and any further inconvenience is unacceptable. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/03) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
Firstly, 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.
The customer has 2 options. One, being the standard RMA has no processing fee, the customer will be responsible for shipping the product to us. The product will leave the repair facility on a FedEx Saver shipment. The other option is the Advanced Swap RMA, the processing fee is $25. 2-way ground shipping is covered. The customer will be required to place a collateral hold on a credit card to secure the replacement.
The customer will need to choose which option they would like to proceed with.
Best Regards,
[redacted].
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have provided them with prove of purchase
Final Consumer Response /* (3000, 23, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They need to send me a new charging cable and outlet port because the one that came with the phone is defective
Final Business Response /* (4000, 25, 2015/09/10) */
Dear Customer,
an RMA can be created for the defective ac adapter, but we do not cross ship ac adapter nor send them out for free.
[redacted]
ASUS Customer Care

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],
While I do understand you are upset about the delay in the repair, please understand that you sent us a unit to be fixed out of warranty and as such parts had to be ordered from overseas to complete the repair.  The warranty on your ASUS product ended on 8/15/2015 and based on our system only carried one year warranty.  ASUS is willing to replace the unit you have with a comparable recertified unit, however you will not be able to be upgraded nor will ASUS be able to give you a two year warranty as all ASUS notebooks ship retail with one year warranty from date of purchase or date code serial number.  If you are interested in a recertified computer with like specs please let me know and we can get the process started.  Please be advised since you are out of warranty you would only receive a 90 day refurbished warranty with the replacement.
ASUS Warranty: [redacted]
Best Regards,
[redacted]
ASUS Corporate Customer CareTell us why here...

Initial Business Response /* (1000, 5, 2015/05/29) */
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. You will be able to reply back to the Revdex.com with the ability to attach the invoice in your next reply.
Best Regards,
[redacted].
ASUS Customer Care

Dear Customer, 
I understand your frustrating and that you are requesting a refund. However, that is something we simply cannot do. 
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.
I will keep the previous offer on the table, please let me know if you are wanting to move forward with it or not. 
[redacted]. 
ASUS Corporate Customer Care

Dear Mr. [redacted],I very much apologize for the issues you have experienced.  Based on our system and sales data this model sold in the US/Canada comes with 1 way standard shipping only.  If the box says two way shipping, please submit a picture of the SN on the box along with the...

picture showing where it is advertised two way shipping and we will review internally and make a decision from there.I very much apologize for the issues.Best Regards,[redacted]ASUS Corporate Customer Care

Initial Business Response /* (1000, 6, 2015/11/19) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I completely understand your frustration, however, your unit is no longer under the manufacture's one year warranty. You agreed to the warranty terms and...

agreements when you made the purchase of this unit. The warranty term was a year. You are now around 5 months outside of that term. I deeply apologize about this matter, but in order to get the unit repaired, you will have to send it in and pay for the repairs. We are fully standing behind our products, that is why they have warranties on them. Your unit is no longer within that warranty. I am again sorry about this matter.
[redacted]
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/05/05) */
5/5/XXXX X:XX PM [redacted] (ACI):
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.
Please contact the service center in Ho Chi Minh City for further support. +XX-X-XXXXXXXX
Best Regards,
[redacted] M.
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had contacted Asus Vietnam - customer service first. They promised that they would discuss my complaint internally and a specialist/ technician would contact me soon later via email/ phone call. But no one did call/ emailed. Therefore I called back - 3 times - to follow up. The service center - a guy declared himself as a manager, Duc - kept promising and promising. But eventually no real specialist or else called me, nor was any clear response given. I am extremely disappointed. Now it's nearly a month... I tend to post my complaint on Asus Facebook page, my pages and any IT sharing forums I can find. How can a professional firm come to be so disappointing when it comes to warranty service?
Final Business Response /* (4000, 9, 2015/05/21) */
Dear Customer,
I apologize; however there is nothing that ASUS North America can do at this point. Your pursuance will have to be with the facility in Vietnam.
Thanks,
[redacted] M.
ASUS Customer Care

Complaint: [redacted]As indicated in my prior phone call to asus, the memory and CPU have both been found to be functional. They were tested on a B150 MSI motherboard prior to the RAM.Sincerely,[redacted]

Dear Customer, 
Actually further investigating into your case, it appears your unit was actually repaired on the first RMA when you paid for it. They had updated the case incorrectly and did not notate the mistake in codes the selected, therefore it appeared they didn't even attempt to repair it. However, there clearly was still an issue with the unit after repair and I deeply apologize for that matter. That is why you were able to send the unit in again and us repair it free of charge instead of you being charged for an out of warranty repair. I understand you are frustrated you paid and it wasn't fixed right on that RMA, however if you did not pay, you would not have been able to send it in for the second RMA in which we did repair the unit. Are you still having issues with the unit now or something?
[redacted]. 
ASUS Corporate Customer Care

To Whom It May Concern, 
This customer has reached appropriate escalations teams that are dealing with my team directly and we have everything all worked out at this point. It appears we are going to be sending them a replacement and are getting that all squared away on our end at this moment....

If the customer has any more issues, please let me know. 
[redacted]Asus Corporate Customer Care Team/Escalations Specialist