ASUS Computer International

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

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 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]

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]

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

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

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

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

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]

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

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, 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.)

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, 2015/08/31) */
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.

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

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

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, 19, 2015/10/21) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I understand you have had a failed repair and do not wish to send the unit in to our repair facility again. But, the only option for repair or even...

replacement if that is what you are seeking is for you to send the unit in. If you are willing to do that, I should have no issue getting the unit replaced with a remanufactured replacement for you. That might not be exactly what you are wanting to do, but that is what our warranty outlines for getting warranty repairs done. The unit needs to be sent to us. I can provide you a prepaid FedEx label to cover sending the unit in as well. Please let me know if you would like to move forward with a replacement and I will get that all setup for you.
You can review the warranty terms and agreements here: http://www.asus.com/us/support/Article/675/. That will also outline where we are not responsible for any data loss, as everything needs to be backed up by the customer before sending in repair.
[redacted].
Asus Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 24, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I don't accept your apology, firstly because you seek to replace the brand new computer with a re manufactured unit, secondly during my previous experience the computer was sitting in your offices for over a month with the only repair done the reparation of the OS. My son has school work that has to be completed on the computer and cannot wait another 30 days. Either send a new replacement graphics card of the same model, provide me with directions to a location near where I live where the computer can be repaired, send a brand new computer, or return my money.
Final Consumer Response /* (3000, 44, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I purchased a new computer, and I paid a lot of money for it. I have complied with my obligations under the contract, I sent my computer for repair, the computer went there for more than a month, and the computer came back with more problems.
Your request to send back my computer for repair or for replacement without any guarantee that my computer will be replaced for a new one is unacceptable.
ASUS can easily resolve this problem by:
(a) ASUS sending a new graphics card and we will send back the old one, and ASUS don't have to pay for the repair, or
(b) ASUS can find a local repair center, (at their consideration), and I will bring the computer for repair. The repair center will fix the computer and ASUS will pay for the repair.
Thank you.
Final Business Response /* (4000, 46, 2015/11/30) */
Dear Customer,
I deeply apologize, but we cannot just send out a graphics card for this unit. That is why I have informed you that you need to send the unit in to have this issue resolved. The only option for getting this unit repaired/replaced, is to send the unit in for an RMA. We will not be able to pay for services from another company. You can send the unit in under the warranty and we will do as the warranty states we will do. If the unit is not repairable, it will be replaced. I completely understand your frustration, however, the option I have given you is what we can offer you.
[redacted].
ASUS Corporate Customer Care

Dear Customer, 
Looking into your case, I see your unit is actually already in the process of being replaced at this time, which you should be well aware of at this point as you had to approve the replacement. I will ask that the replacement is shipped out as soon as possible. Please let me...

know if you have any other questions or conerns. 
[redacted]. 
ASUS Corporate Customer Care