ASUS Computer International

Complaint: [redacted]I am rejecting this response because:
The statement from the company is false. The unit was received for repair on 8/2/2017, not 8/17 as stated. (Attached is a screen print from THEIR website showing my tablet as being in service since 8/2/2017). It is now 8/28 and ASUS has had the table in for repair now for 26 days. This is totally unacceptable for anyone. And as stated previously, they have lied to me at least three times by saying they would send out an email to service to have them notify me what is happening and this has never happened. They have lied about it being finished and being sent back; last week on a call ASUS made to my phone number. These calls are all documented and my cell phone service provider has their numbers listed as incoming and outgoing.
They say they cannot give a refund, I call that out as not accurate. A corporation as large as ASUS could easily issue a check in the amount of $299.99 if they so desired. Amazon, the seller does not give refunds for items over 30 days and why should [redacted] be punished cause ASUS cannot produce a table that will work for over four months, and then returned, cannot repair it, either by not having the technicians who know how to fix their product, having the needed parts in stock, or just wanting to punish the customer.
Last week I requested a new unit since they appear not to be able to fix the returned unit and they denied that. And now they say they cannot issue a refund? 
I'm getting the opinion they do not want to repair, replace, or refund for this tablet that I had the misfortune to purchase; something I can guarantee will never happen since I will NEVER purchase any product made by ASUS.
Therefore, the only decent resolution to this problem is for ASUS to issue a refund and close the matter, not only for me, but for them. I am not asking for payment for covers purchase for the failed device, or even sales tax; just the initial cost which was $299.99. 
 
Sincerely,[redacted]

Dear Customer, 
I completely understand where you are coming from and your frustration regarding this as well. However, as we have previously discussed via email, my superiors have very clearly informed me that we cannot do anything outside of what we have already offered. I have gotten it approved that we can replace your current board with the new in box Rampage V Extreme/U3.1 I have located or another model that is close to the price range of this motherboard. 
What we are offering you is not another replacement of same motherboard, we are offering you quite a bit of an upgrade to a much nicer and much more capable motherboard. 
I understand you have already purchased another motherboard, however that does not change our policies and what I have been informed is the only options by my superiors. We are not going to be able to do anything outside of what I have already offered. Again, I am very sorry about this situation. 
Along with the replacement I can extend your warranty for 3 months for the loss time. But we will not be able to replace your product with another product, we can only replace your motherboard with a motherboard. 
[redacted]Asus Corporate Customer Care Team/Escalations Specialist

I would absolutely consider an upgrade. Please tell me what the specs of the replacement unit are, and I will consider it.
 
 
Thanks. [redacted]

Initial Business Response /* (1000, 5, 2015/09/01) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter. We would need you to file your complaint with Canada Revdex.com.
Wade Z
ASUS Customer Care

Dear Customer,
Looking into this matter for you, your best bet would be to get a phone that supports wireless AC. The below phones support AC:
[redacted]
As far as swapping your current phone out for one, I do not believe that is something we will be able to do.
[redacted]
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/10/08) */
Dear Customer,
Just wanted to let you know that I have reviewed your case and approved your unit for a free of charge repair, due to the issue being caused by an over the air update. The unit is currently in the repair status now under RMA...

USXXXXXXXX. If the unit is not repairable, it will be replaced with a fully tested and working unit. I deeply apologize about this issue, but we are repairing it. Please let me know if you have any further questions.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response. I can't understand how a product being sent in without a serial number on file caused a 7 Day delay, Are they reading 1 digit a day? It just doesn't make sense.
Nevertheless Thank you for repairing the item or replacing it for free.
[redacted]

Initial Business Response /* (1000, 5, 2015/05/20) */
Dear, Customer
Thank you for contacting us here at ASUS Corporate Customer Care.
I apologize for any inconvenience or frustration this may have caused. Unfortunately your serial number is out of warranty. Please provide your proof of...

purchase attached to the next reply.
The proof of purchase must include the following:
1. company'* logo
2. date of purchase
3. cost
4. serial and/or model number of ASUS product
5. PDF or JPG file
Unacceptable forms of proof of purchase are:
bank statements
screen shots
forwarded e-mails
copy & pasted e-mails
do not accept files attached as DOC, TXT, or RTF
Once we can verify your warranty status we will be able to move forward with your warranty claim.
Best regards
[redacted] A.
Asus Customer Care

Initial Business Response /* (1000, 6, 2015/05/15) */
Dear Customer,
We aplologize for any inconvenience and frustrations caused. I will be assisting you with this issue moving forward. We appreciate your patience regarding this matter.
Your case is under review and we will provide a...

response regarding the next step in the process.
Best Regards,
[redacted].
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 8, 2015/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
okay, please do so. The last response I got from Asus was they will reject all my RMA and returned the computer back to me. This is totally unacceptable, please give me your direct email address so I can foward you all the conversations I had with Asus customer service.
Final Consumer Response /* (3000, 14, 2015/06/08) */
[redacted]Document Attached[redacted]
[redacted], you informed me that my computer will be repaired free of charge and my repair gets rejected AGAIN. I got a invoice with the total amount of $752. This is not free of charge.
Final Business Response /* (4000, 16, 2015/06/22) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
I show now the repairs were approved, I apologize for the miscommunication again. We replaced the battery and the camera. Are you still having issues with the product?
Best Regards,
[redacted] M
ASUS Customer Care

Initial Business Response /* (1000, 5, 2015/08/28) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter. At this point I can certainly authorize the replacement of your notebook with a fully tested, recertified...

unit. ASUS will not be able to reimburse you for the shipping costs incurred, but I can certainly provide prepaid shipping for this process. If this is an agreeable solution for you, I will proceed with the RMA.

[redacted]
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At this point I have already sent the laptop to you twice with the same issue and had been told both times that I would receive a sheet stating what was done. This was not done either time and was told that they don't send them via email. I would prefer not to end it back a third time at my cost and wait another two weeks for it to get back to me hoping that it is fixed, Asus appears to be a wait and see company what I mean is that both times the laptop was sent to you I was told to see if it still has the same issue when I get it shouldn't that be done by one of your techs. As I mentioned to your rep my son received this as bday present which is huge for a 9 yr old but the last rep I spoke to told me that there is really nothing h could do and for me t wait. I wanted to speak to a supervisor twice the first time I was told that a message was sent and I would hear back shortly but never did.
Final Business Response /* (4000, 9, 2015/09/01) */
Dear Customer,
we do not have an advanced replacement program for notebooks, so any continued RMA service would be a mail-in option. As previously stated a new RMA would be created in which that unit would be replaced with a fully tested, recertified unit of the same model. I cannot reimburse for past shipping expenses incurred, but I can issue a prepaid label for this new RMA that I would create, if this is acceptable.
[redacted]
ASUS Customer Care

Dear [redacted],
Unfortunately ASUS does not provide refunds as per ASUS warranty policy.  For refunds you would need to contact the point of sale.  Please see this link for full warranty terms - [redacted]
Since you have had several RMA’s on this unit...

we are willing to replace the product for you with a recertified model change so a different computer model all together.  If you are interested please let me know and I will get the process going for you.
Best Regards,
[redacted]
ASUS Corporate Customer Care

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

Dear [redacted],
I very much apologize for the issues you have experienced. 
Looking into your case I do see where the original RMA repair details stated that the battery was fixed and the BIOS was updated then unit tested OK.  In order to have this issue resolved you will need to...

send this unit in for repair.  If you can provide detailed problem description, I can pass that along to the repair facility.
Per ASUS warranty policy ASUS will repair the unit if it is under warranty free of charge, however ASUS does not provide refunds in any manner.  If a refund is required you would need to reach out to the point of sale and request a refund.
RMA [redacted] was issued and a pre-paid label from FedEx was provided to you to send the product in for service.
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care

Complaint: [redacted]I am rejecting this response because:the response hardly makes any sense grammatically, any suggested action is guaranteed to be lost in a mountain of corporate bureaucracy, and I am not satisfied with the reparations and lack of responsibility displayed.
 
I was told by a representative of the company through their official website chat service that the missing serial number would not affect the status of my RMA. After the months of awful communication from this company, I cannot accept more shipping charges that will result in even more costs to me because they refuse to acknowledge their mistake.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/05/26) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
Unfortunately, we cannot offer any kind of refunds or monetary compensations. You did not buy the notebook...

from us, so it is impossible for us to refund money we never received.
I will review your cases and service returns and will provide an update as soon as possible. In the meantime can you please submit your proof of purchase to ensure the validity of your warranty period. 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 attach the proof to your replies to the Revdex.com.
Best Regards,
[redacted] M
ASUS 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

Dear Mr. [redacted],
I very much apologize for the issues you have experienced. 
The unit was repaired and shipped to you overnight and was delivered on 8/30/17 via FedEx tracking number [redacted].
The motherboard and battery were replaced in the unit.
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2016/01/07) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I have thoroughly reviewed your case. At this point, I would like to go ahead and offer you a free of charge repair on the hinges to get this matter...

resolved for you. I will be able to also provide you a prepaid FedEx label to cover shipping the unit in. Please let me know if you would like to move forward with a free of charge repair, and I will get you all setup. Again, I am extremely sorry about this matter and I understand your frustration.
[redacted] S.
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2016/01/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for getting back to me and with a very reasonable solution. My address has been updated on my Asus account to be sent back to the address with the XXXXX zip code. I purchased a flash drive to back up my files and Ill be shipping it out right when I receive the return label. Hopefully everything goes smoothly and I don't get any charges. Thanks again.

Initial Business Response /* (1000, 6, 2015/06/10) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
I am seeing you have been in contact with our product support team. Your item is scheduled to ship today....

Per the tracking information it should arrive 6/12/15.
If you still experience issues with the product please contact us immediately.
Best Regards,
[redacted] M
ASUS Customer Care
Initial Consumer Rebuttal /* (2000, 8, 2015/06/15) */
6-14-15
Sent via email:
I received my notebook from Asus on 06-12-2015. They have fixed it eventually.
My experience with the Asus repair facility was awful. Without your help, I believe, I would still be waiting for my notebook.
But they have replaced my faulty keyboard with the new one that I consider as an upgrade (it has a back-lit functionality now which my original keyboard didn't have).
Thank you,
[redacted]

Initial Business Response /* (1000, 7, 2015/11/17) */
Dear Customer,
You will need to contact the appropriate department at the Singapore Facility. Your unit is zoned to that region, ASUS does not do international warranties. All of our products are zoned to certain regions. They can only be...

serviced in that region. I do apologize but you will need to contact the Singapore Facility for this matter.
[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. After looking into your case, we have decided to go ahead and offer you a free of charge...

repair. 
I will setup a new RMA for this to happen and provide you a prepaid shipping label to cover shipping the unit to us as well. I will be sure to let the repair facility and CID/OOW team know before hand to not charge you for any repairs and waive all costs and repair it free of charge for you. 
If you would like to move forward with this, please reply to this email directly or on the Revdex.com portal and I will be more than happy to assist you with this. Also, let me know if you have any other quesitons as well. 
[redacted]Asus Corporate Customer Care Team/Escalations Specialist