ASUS Computer International

Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matterCurrently we only show two RMAs that have received serviceCan the customer provide the third service order for our records? Best Regards, [redacted] ASUS Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't have any confidence on Asus repair shop anymoreThey failed to fix my desktop after I sent it to them times to be fixedI have wasted a lot of money on delivering my desktop to their repair center, and picking it upI spent like $in total on delivery alreadyAnd also a lot of days off from work, and personal time Final Business Response / [redacted] (4000, 13, 2015/10/01) */ Hello Customer, I apologize for any inconvenience or frustration this may have causedI understand your frustration with this matterHowever, as part of your warranty terms and agreements, which you agreed to upon purchasing this unit, it clearly states we only cover shipping the unit to you after repairWhether you drive and drop it off or you ship it to the repair facility, you are responsible for the shippingThat is outlined here in your warranty terms and agreements: http://www.asus.com/us/support/Article/675/ At this point, I would like to offer you a replacement unitI would provide you a prepaid label to ship that unit in and it will be swapped for a refurbished unit at the repair facilityIf that is acceptable please let me know and we can move forward [redacted] Asus Customer Care Final Consumer Response / [redacted] (4200, 15, 2015/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't want any product from Asus anymoreThe desktop you sold me is defective, it is not suitable to be sold and it shouldn't even by sold in the first place

To Whom It May Concern, Looking into this case, the unit has been repaired and shipped back to the customer at this pointDue to the confusion, and misinformation provided to customer, if they have any issues with the unit after they receive it back, I will be able to set them up for sending it back in for a replacementHowever, we have done what our warranty terms and agreements state we will do at this point thus far [redacted] ** ASUS Corporate Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/05/05) */ I apologize for any inconvenience or frustration this may have causedI am looking into this issue farther and will be in contact again soon We will need to verify the warranty status of your productCould you please reply to the email you will be sent regarding your proof of purchase? Once we can verify you are under warranty should be able to resolve the issue Best Regards, [redacted] M ASUS Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please let [redacted] know I have e-mailed him a few times since I received his email to meI told him already that they should have the computer at asus alreadyI had best buy ship it to them direct when they would not release the parts to best buy to look at and fix, They told them they would look and fix itSome one needs to find my machine and fix it and make it right or replace it and make it rightAs for warranty it started to be a problem prior to warranty expiration and every time I tried to get help through them I was left in limbo so I took it elsewhere after all the problems and then to be told they could not touch it because ASUS was going to fix it I was exasperated to say the leastI still feel this is a problem with the machine in general internally and nothing I did wrong Disappointed [redacted] Final Business Response / [redacted] (4000, 9, 2015/05/21) */ Dear Customer, I have checked my inbox for an email I was to receive the proof of purchase fromI will email the customer againPlease note that you can attach the proof of purchase to the ASUS email you have received as well as the Revdex.com complaint application Best Regards, [redacted] M ASUS Customer Care

Complaint: [redacted] ThaI am rejecting this response because:no l will have the computer fixed my self.Sincerely, [redacted] ***

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 termsI highlighted that section for you as your unit is zoned to another region of the world and not the USAs explained, your unit is not covered in this regionEven 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 regionNormally the parts have to be ordered from the correct region, especially in phonesPlease 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 advertisingAs if it was not a US model phone, they should have stated soAlso, 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 regionI do apologize deeply about this situation againHowever, as explained, there is nothing we can do for this matter, other than charge you for a repair [redacted] ASUS Corporate Customer Care

Dear [redacted] , I do apologize for the issues you have experienced The link you provided has been removed unfortunately and is now a dead link However when you google search the model this is the first item that you see in the results About results ( seconds) Search Results ASUS Vivobook S S510UA-RB15.6-inch FHD Intel i7200U 8GB [redacted] $- ?In stock The ASUS VivoBook S510UA is the perfect meeting of beauty and performancePowered by an Intel® Core™ i5-7200U processor, 8GB DDRRAM, and Intel HD Graphics, the VivoBook S510UAdelivers ultra-smooth visuals with no hiccupsThe ASUS VivoBook S510UA is thinner and lighter than I am sorry, however you are mistaken on the CPU as it is not an I7-but an I5- Please see below for full specs of the unit you wish to purchase which is $ These specs are from our sales data Model Name S510UA-RB Series Vivobook S Region USA Category NB Retail/Channel Retail MSRP $ Color Gold Metal Touch No Touch Screen LCD 15.6" FHD (1920*1080), matte CPU Intel Core i5-7200U 2.5GHz (Turbo up to 3.1GHz) Memory 8GB DDR VGA Intel HD HDD 1TB (RPM) ODD No Optical Drive OS Windows (64bit) WLAN 802.11AC Web Cam VGA Camera Bluetooth Bluetooth Keyboard Illuminated Chiclet Keyboard I/O Ports 1x Headphone-out & AudCombo Jack; 1x HDMI; 1x USB3.1-Type C(Gen1); 2x USB 2.0; 1x USB Card Reader SDXC Battery 42WHrs, 3S1P, 3-cell Li-ion Removable Battery N Energy Star Y EPEAT N In Box FingerPrint Expansion Slots 2x Socket (one slot installed w/ 8GB, one slot open) This unit is available currently at B&H Photo one of ASUS resellers [redacted] I very much apologize for the issues Best Regards, [redacted] ASUS Corporate Customer CareTell us why here

Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matterI am not certain that this is trueTo my knowledge, we do have a process for providing you the original product key for your OEM copy of Window Please allow for 48hrs for me to ascertain this information and I will find out one way or another [redacted] ASUS 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 onePlease let me know if there are any you are still missing [redacted] ** ASUS Corporate Customer Care

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

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] I have sent a video to support alreadyThis is the email I sent to supportIt 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 betterI 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: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 RMAI will continue the interaction onwards I am seeing where your RMA was closed on April 28, and shipped via FedEx, tracking # [redacted] It shows where it should be delivered on May 3, to original address at 8: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] DISCLAIMER - All communications - written, illustrated, graphics, or any type of content/information present within these email(s) are considered "off the record," confidential and not for publication Our company and the sender accept no liability for the content of this email, or for the consequences of any actions taken on the basis of the information provided All information contained is direct, confidential communication between the sender and recipientThis content cannot be posted, used, copied or replicated in any way without direct written consent from Asus If you are not the intended recipient, you may not review, copy, or distribute this message If you have received this communication in error, please notify us immediately by e-mail and delete the original message If you are not the intended recipient, you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited

Initial Business Response / [redacted] (1000, 17, 2015/08/10) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter I am currently checking with our product manager on the Hard Drive specyou are inquiring about ASUS offices within the United States and Canada are warranty repair service centersASUS does not provide services other than hardware repair warranty servicesWe are unable to send a part only, you will need to send the product in for service if you would like the bezel issue addressed Best Regards, [redacted] ASUS Customer Care

Dear Customer, I am reaching out to you on behalf of ASUS regarding your Revdex.com complaintI apologize for any inconvenience or frustration this may have causedLooking into your case it appears you may have not even had any troubleshooting performed with youThe technicians notes don't say anything about any troubleshooting at allThey did state that all other components work fine in another system, is this correct? And is this a new build? If this is a new build, then times out of you have just simply grounded something out in the caseTo be sure it is not just a ground issue, please remove the motherboard from the caseYou can then place it on a piece of cardboard or even the box if you do not have a static mat to utilize and bench test the motherboard out of the caseIf you have already done so and are completely sure this is the motherboard or it was an existing build and this just randomly happened and you have performed a cmos clear and confirmed the PSU works with another board is not the issue, than an RMA is necessaryI see you are wanting to do an advanced replacementI fortunately have access to a few corporate teams that can access and reserve units from our full inventory for special cases like thisSo I should be able to find a same model replacement for you to do an advanced replacement if neededI am again sorry for all of your issues, but I will be sure to get this all sorted out and you taken care of [redacted] *Asus Corporate Customer Care Team/Escalations Specialist

Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ To Whom It May Concern, I have reached out to this customer and we are going to be replacing his card through a cross shipment replacementHe seems to be pleased with this offerPlease confirm this with customer [redacted] Asus Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) So far the resolution of this issue has been a little confusing, and due to the low trust level I have for this company, I am uncomfortable with closing out the complaint until the entire process is complete Since my original request is not being met, the following conditions must be met for this complaint to be resolved: The card is overnight shipped to me as promised by ASUS The card has been personally tested and is in perfect working order when I receive it ASUS confirms the receipt of my defective card, and removes their hold from my credit card per the conditions of the cross-ship exchange If any of these three conditions are not met, then I will take it as indication that ASUS is still trying to be deceptive in their practices Thank you, [redacted] Final Business Response / [redacted] (4000, 9, 2015/10/19) */ Dear Customer, At this point you should be receiving your replacement card today 10/19/All requirements have been met so far as long as you have no issues with the cardI completely understand keeping this open until you can confirm the card is in full working orderPlease let me know if you have any issues at all or any other questions or concernsI am again sorry for this matter [redacted] S Asus Corporate Customer Care Final Consumer Response / [redacted] (2000, 11, 2015/10/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) A replacement card has been shipped and hold lifted from my cardStill sad that it had to come to a Revdex.com complaint to get Asus to honor a warrantyBut I consider the issue resolved

Email Sent To Customer Directly:Dear Customer, I apologize for any inconvenience or frustration this may have causedI am very sorry you have had soo many issues with this matterI would like to get you taken care ofPlease 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 youAgain, I am terribly sorry for your issues, however I am here to help and make this right for youLet me know if you have any other questions as well [redacted] * ASUS Corporate Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/10/02) */ To whom it may concern, I have reached out to this customer and we are currently working this matter outWe are going to be replacing the customers board, if repairing his original board as he requested is out of the question due to the board being deemed un-repairableI will be personally testing the board before it is sent to customer whether or not its just replaced or original is repairedPlease confirm with customer they are satisfied with resolution [redacted] S Asus Customer Care Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) A replacement motherboard was delivered to me in excellent conditionMr [redacted] assured me that I would not be charged the $for the motherboard that was delivered to the wrong facilityI believe that [redacted] handled this case as I would have expected Asus to handle this matter from the startThere is a final segment to the resolution$is being held pending the return of an additional motherboardThat motherboard will be shipped on Oct 20th, I would appreciate an email from [redacted] upon receipt of this package indicating that no charges were processed and the case is closed Thank you [redacted] and Revdex.com

Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter Due to the circumstances, the customer purchased the product from EbayEbay is not an authorized distributor of ASUS productsThe serial number has a zone of ASIA, and the warranty can only be fulfilled in TaiwanIf the customer would like to have the item service in the US, the cost of service is $ best Regards, [redacted] ASUS Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The entire phone brand new is $This is not acceptable customer service from a company that screwed up in the first place having me send it to the incorrect locationThe serial number was given before the device was even sent and warranty was approved at that point This problem needs to be solved and after all of the mess a customer like me has gone through you would think it would be easier to warranty your product then have your name drug through the mud? The best Asus will do with a phone that is still under warranty and has a manufacture defect is charge me the same amount I bought it for to fix itis this correct? Final Business Response / [redacted] (4000, 9, 2015/08/26) */ Dear Customer, the product is still under warranty, however, policy states that the product must be serviced in the region it was purchasedThe product warranty is zoned for Asia and must be returned to a regional repair facility within that region, otherwise there must be a quote issued for the repairsFor further warranty information, please review the below link: http://www.commercialsupport.asus.com/#!limited-hardware-warranty/c1pwf [redacted] ASUS Customer Care

Email Sent Directly To Customer: Dear Customer, I am reaching out to you on behalf of ASUS regarding your Revdex.com complaintI apologize for any inconvenience or frustration this may have caused I see you are requesting a refundUnfortunately, we cannot offer any kind of refunds or monetary compensationsWe 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 days of purchase ASUS, as the manufacturer, offers a limited warranty for the products that only covers repairs or replacement of the units With all of that being said, I see you may also accept a new replacement unit for all of the issues you have had thus farNow, that is something I will gladly be able to do for youYou will have to go through a new RMA and send your current unit in to us first and then we will ship the new replacement If you are willing to do this, please let me know and I will also provide you a prepaid label to overnight the unit to us to get the replacement shipped as soon as I canHowever, it is very possible we may not have your exact model new in boxIf that is the case, I will provide you the details of a comparable/upgrade unit that we do have new in box to see if it is an acceptable replacement to you Please let me know if you want to move forward with this by replying to this email directly or on the Revdex.com site and I will be sure to get you taken care of [redacted] **Asus Corporate Customer Care Team/Escalations Specialist

Dear Customer, If you purchased the unit from ASUS you would have purchased it on an ASUS websiteDo you have your invoice or any other information you can provide me to see if I can help figure this out for youAs 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 youPlease 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 addressedI 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 appropriatelyI 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 correctlySo please stay in touch with me or [redacted] *and we will get this taken care of for youAs 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 / [redacted] (1000, 5, 2015/12/08) */ Dear Customer, I apologize for any inconvenience or frustration this may have causedAfter reviewing your case and call records, I have approved a one time courtesy free of charge repairAs you were not informed you were out of warranty or how that situation would work if you were not within warrantyI reviewed the call where you were directly told it would be repaired or replacedSo I have contacted the facility and informed them to please waive the repair fee and repair the unit free of chargePlease let me know if you have any further questions or concerns and again, I am very sorry about this matter [redacted] ASUS Corporate Customer Care Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 7, 2015/08/31) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matterI see that on 8/you were informed that the product was being quoted due to the unit having been zoned for MalaysiaAll products that are not zoned for the U.Swould require a fee for servicingDespite the fact that you purchased the product in the U.S., ASUS does not accept proof of purchase from eBay due to the customer to customer nature of their business [redacted] ASUS Customer Care Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received my unit back from your repair facility which held onto my unit and LIED to me that it was repairing the unit up until I suddenly received notice that your facility wanted to charge me $to repair the unit almost weeks after they began repairsI purchased this item from an AUTHORIZED USA Reseller of ASUS products and I provided ASUS with proof of thisEbay is NOT a reseller, but merely an electronic platform for merchants to make sales (this is common sense and common knowledge)Whether or not your authorized reseller should have used EBAY or not to sell merchandise with ASUS warranties in the USA or not is between you and your authorized AGENT! As for the merchandise itself, it came back to me WORSE off than when I shipped it to youThe front facing speaker now sounds distorted and the unit DOES NOT CHARGEThese are NEW problems which were created AFTER the unit was shipped to your repair facility ASUS is in breach of its warranty, a copy of which I have which does NOT exclude the USA or North AmericaIn fact, what I have in writing (which came as an insert in the box it was sold to me in) clearly states that my unit has a year warranty without making any exclusions as to the USA Either way, I am planning to take some form of action with regard to thisYou cannot take issue a RMA, take a consumer's product, hold it for nearly a month and then return it to them with more damageThis is unacceptable! Final Business Response / [redacted] (4000, 19, 2015/09/08) */ Dear Customer, I do see in the attached document where it reads that you are entitled to warranty service in the U.SWhat I also see is that some countries may have fees and restrictions that apply at the time of service in section Warranty and SupportThe fees you were quoted for are a result of the restrictions that applied to the warranty [redacted] ASUS Customer Care Final Consumer Response / [redacted] (4200, 21, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Wade, you can hide behind your computer screen and breach the warranty all you wantThe fact remains: ASUS warranty service is baloney and asking me to pay more than double to repair a brand new tablet is ridiculous and denying my warranty after your service center held it for weeks smells like bad faith and intentional breach of warranty to me, but then again, I am not a lawyerLet's see what the courts say