ASUS Computer International

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, 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 Customer, 
As we have discussed, my superiors tested your unit very thoroughly and even provided pictures of the unit in comparison to multiple external monitors and there is nothing wrong with the reproduction of the colors on the screen that we were able to see at all. Can you please provide pictures or possibly even a video showing the exact issues you are having? As they were not able to get the unit to exhibit any issues. 
[redacted] 
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/09/17) */
Dear Customer,
at this moment I am asking that all repair charges be waived on RMA USX258D957. For the LCD and charging issues be fixed free of charge.
Please allow for some time to process this request.
[redacted] Z
ASUS...

Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received back my tablet in perfect working order I have ran several test on my own to see if fully functional and works perfect I want to thank the person at asus who took care of the issue and I want to thank you for your help. I Pray that it never has to go back do to the ordeal I had to go through to get it resolved

Email Sent Directly To Customer:
Dear Customer,
I have received your update on the Revdex.com site. I am extremely sorry about the issues with the dead pixels. I was not aware of this matter or I would have taken care of you already as it appears for some reason you are in touch with consumer support. They are not the ones who are currently handling your case, I am. It appears they have also already informed you to ship in the faulty replacement you have received correct? Please let me know if that is what you are shipping back to us, as I will have to let the facility know they are getting replacement back to be sure there is not a mix-up for receiving wrong serial number to close out case. 
I am soo sorry for the issues and that you are having any problems at this point. Please do disregard other emails as they may not be providing you the correct information. I am able to approve and get a lot more things done for customers at my level. Once we receive that unit back, we can move forward with a new RMA. We can even do another advanced replacement if you would like and I can check for possible model changes as well. 
Yours sincerely,
[redacted]Asus Corporate Customer Care Team/Escalations Specialist

Initial Business Response /* (1000, 6, 2016/01/14) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I am extremely sorry about this matter. However, looking into everything, the invoices you have provided are not valid. Ebay is not a reseller, nor is the...

Ebay seller that this was purchased from. This would be considered a personal to personal sale. I do deeply apologize and understand your frustration regarding this matter. With that being said, we cannot repair this unit within warranty as the records we have for your serial number indicate your warranty end date was 4/08/2015.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 8, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I purchased this from a valid computer vendor who is now out of business. It was brand new in the original sealed box. No where did it say "make sure this is bought from only our authorized vendors". How was I to know you wouldn't honor the warranty? I have been a loyal Asus customer (typing this on an Asus laptop right now), I have given you plenty of proof I bought this less then a year ago and I really wish you would be an honorable company and fix this tablet. I WAS NOT INFORMED I HAD TO BUY THIS FROM A SELECT VENDOR FOR YOU TO ACTUALLY HONOR YOUR WARRANTY.
Final Business Response /* (4000, 10, 2016/01/25) */
Dear Customer,
At this point, and upon further review, I would like to go ahead and offer you a free of charge repair. I will setup the new RMA and provide you a prepaid FedEx label to send the unit in. I will then contact the facility and let them know this is a one time courtesy free of charge repair. If you would like to move forward with this, please let me know and I will get you all setup and taken care of.
[redacted].
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 13, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much for doing the honorable thing. I am happy that know can continue to happily buy Asus products!

Dear Customer, I am extremely sorry for those issues. At this point, I am going to check stock and see if I can pull a brand new replacement for you from sales. I see some other techs are trying to help you out, however I am not sure they have the power to approve a new in box replacement as I do.Also, I want you to know that it is very possible that we may not have a new in box replacement of your exact model. If that is the case, what I can do is have a replacement provided to me personally so I can be sure the bios is fully updated for you and that you shouldn't have any issues with your processors. I cannot guarantee that I can test that exact model CPU, however, I can test others and be sure it is fully updated for you. As soon as I hear back from the stock check, I will contact you via email directly. Please let me know if you have any other questions or concerns. [redacted] ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/09/14) */
Dear Customer,
I do apologize for the issues with your RMA. From what I can see in the case, there was a discrepancy between the serial number that was provided on this second RMA and what was found on the unit. The unit was replaced on...

the first RMA. Any time the serial number is different, it can increase the turn around time for an RMA. I am doing what is needed to expedite the RMA process.
[redacted]
ASUS Customer Care

Thank you. I was told they will not ship the new board out until they get this board back. I have stated that I wanted advanced replacement because this has been an issue that I have been trying to get resolved since April. Please advise.
 
 
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I don't need another motherboard anymore... They should've send me motherboard early, but it's too late. I don't see a point of having another motherboard and ASUS kept playing with me. ASUS told me to sell that motherboard, but nobody is interested. That means not worth to accept it, but I am low-income college student. I need money for school. I used my own school money. Anyway, warranty department cannot fix it and they should refund me or give me some other item. But somehow, they can't even give me different product. So please let me know what should I do next? Yes, I have bought motherboard from Newegg, though it has past 30-day time frame return policy, and they recommended me to ask warranty to fix it, but they haven't fixed it for 3 months. So I have been enough wasting time. As you know, a student needs a computer and that's why I bought new motherboard again from Newegg, yet ASUS didn't resolve my case at all! So please I need your help and tell me what are other options and solutions, and when should I expect?Sincerely,[redacted]

Dear [redacted],
I do apologize for the issues you have experienced.
 
I have checked into your RMA and the RMA was closed and shipped out on 8/2/2017 via FedEx tracking [redacted].
Based on the repair notes there were several items replaced in the product and this is one of the...

main reason due to part delays which we apologize for.
Items replaced based on our system are listed below.
New Part Desc
SATA3 M9T BP 2TB 5400R 2.5'
Q524UQ MB._8G/I7-6500U/AS
UX560UX HINGE L SZS
UX560UX IO_BD./AS
UX560UX TP BD FFC 8P 0.5 L147
UX560UX IO FFC 40P 0.5MM L128
 
I very much apologize for the issues.
 
Best Regards,
[redacted]
ASUS Corporate Customer CareTell us why here...

The matter had been handled by the company and I am satisfied with that. However it should have never taken this long and I should not have had to go to the lengths I did to get what should have been a simple warranty replacement. There is no way the hours of my time this wasted can ever be replaced.

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: I bought this phone, because I was on a budget.
Had I known it would be cheaper to repair and maintain an iPhone I would have gone that route. Asus did not mention before I purchased this phone, that a small crack in the screen would cost more than 50% of the cost of the phone to repair.
I felt duped into buying this phone under the pretenses of 'value' and now I am being presented with outrageous prices to fix something small and cosmetic. Even with a small discount I would still be paying over 50% the price of the whole phone. I am also upset with how inconsistent the customer service is, and do feel betrayed as a customer who put their faith and money into this brand and product that has been letting me down every step of the way.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/10) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
I show no record of you receiving service from our support team. I will create you a service ticket to...

reference. We recommend that you contact our service team for support at X-XXX-XXX-XXXX and reference case number NXXXXXXXXX.
Again we apologize for the inconvenience you have endured, however; could you please elaborate more on the calls you had made to ASUS so that we can review this further.
Best Regards,
[redacted] M.
ASUS Customer Care

Initial Business Response /* (1000, 5, 2015/10/26) */
Dear Customer,
When looking into this matter, it appears that we have refunded you the advanced RMA processing fee for this matter, due to your situation. I deeply apologize for the way things went prior to this. It appears at this point...

though you should have the phone back and we are refunding you the processing fee. If you do not accept that as a resolution for this matter, please let me know.
It appears you were also looking for a refund. Unfortunately, we cannot offer any kind of refunds or monetary compensations. We do not sell 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.
[redacted]
Asus Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/10/28) */
Dear Customer,
Looking into this matter for you, it appears that we have just filed a claim with FedEx for this matter. You have been setup with the new RMA already to send your unit in for a replacement. You should have gotten some emails...

pertaining to this as I can see they were sent to you through our email server. I see that you are requesting a new in box unit, however the replacement would be a remanufactured replacement as you have been previously informed. If you would like to have the unit replaced, please follow the RMA instructions pertaining to RMA number USA15A0388 that has been setup for this matter.
[redacted]
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ASUS keeps taking me in a circle of FedEx claims as if it's Fedex's fault my tablet went to my old address when Asus Repair was finished with it. The fault lies with Asus Repair who sent it to my old address instead of the new one as informed by me. It's the runaround over and over, always ending with them sending me a refurbished tablet to replace the one they lost.
I bought my Asus Transformer Tab 701T new from Adorama Camera in May/2015. August 26th I sent my tablet to be repaired for an annoying powering up issue. I took VERY GOOD CARE of my tablet, charging only when popup occurred and only for the time stated in the manual, keeping it covered at all times, etc. It never left my home. My tablet was MINT AND LIKE BRAND NEW when I sent it for repair at only 3 months old. When I initially reported the problem I told the rep that I was moving. I contacted a different rep with my new address when obtaining the RMA for repair. The new address was the return address for the RMA label. I also included my new address inside the box with the tablet. AND YET THEY STILL SENT IT TO MY OLD ADDRESS which was not a good neighborhood to live in. I went there and asked everyone I could if they'd seen a package by the door and no one admitted to having seen it. So apparently due to Asus Repair's error my tablet is now gone. After them trying to give me the runaround with a Fedex claim as if it's Fedex's fault, they finally sent a replacement. One that is filthy and scratched and chipped. I've asked repeatedly for a NEW tablet as replacement and they finally said they have only used tablets. I asked repeatedly for contact info for their parent company which has not been forthcoming. Instead they've started another Fedex claim as if it's that company's fault. After 14 days they'll issue another RMA for this piece of junk they've sent me stating that the next tablet sent will have no cosmetic defects, but that it will be used. How will I know how it's been treated? That matters, for battery life and for performance in general. I don't deserve a used tablet as a replacement for my beautiful new tablet. If they don't have new devices at their plant, one should be sent from their parent company, Asus International.
Final Business Response /* (4000, 16, 2015/12/23) */
To Whom It May Concern,
Customer has received the replacement unit at this point and everything has been resolved. Please confirm with customer.
[redacted].
ASUS Corporate Customer Care
Complaint Response Date bumped because: Holiday
Final Consumer Response /* (2000, 18, 2015/12/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a brand new replacement for my tablet. All's well. Thank you.

Complaint: [redacted]I am rejecting this response because:
Hello,I would like to reopen my case please.I got the computer back with password on it and can't use it Here's what's on the screen no sure if I even got my computer back. Thank you [redacted] Sincerely,[redacted]

This is the second time I'm submitting this complaint as I have not received any tracking numbers or emails concerning my computer. My original compliant id is #[redacted]/ Date Filed:6/2/2017 Case#:=[redacted] Details - I mailed a newly purchased computer unit to the company for diagnosis as I thought it was malfunctioning. After about 3 weeks, I called with tracking information to find out that someone in the office had put the wrong RMA number on my computer and they had actually lost it. After about two days, I got an email saying that they had found my unit. From that point, I waited another week to call and find out that they are still working on the unit and will update me soon. Another week and now, they are promising me that they will send a new unit to replace my unit for me having o wait such a long time. Another two weeks, I call and they tell me that they are still working on the original unit and my question was, why are you working on the original when you already promised me a new unit? The person on the line said that he sees the unit is being worked on (Very Poor Customer Service!!!). I then ask to speak to a supervisor which was another 20 minute wait, only for the supervisor to tell me, "Here's what I'm gonna do for you." As if he's doing me some kind of favor in fulfilling what they are already supposed to do. And what he promised was that he would escalate the process for me. Again...something that they were already failing at doing! So now, we are at almost two whole months and amidst all of the email updates and hone calls to customer services against who are literally clueless, I still don't have my computer! I have very little faith that this company will even return my computer back to me because I am vigilant in pursuing my merchandise that I paid for! Now, a full two months (or more), I STILL DO NOT HAVE MY COMPUTER!!!! I will be filing this complaint with the Revdex.com EVERY WEEK until I get my computer IN HAND!!
It's now been more than two full months for them to simply send me a replacement. I am now thoroughly convinced that someone's emotions has gotten the best of them in this company and they are intentionally holding my computer! This is absolutely unacceptable and now, I'm dedicated to sending a letter to the Revdex.com every week until I am satisfied with the result of this horrible experience. Now, I REQUIRE THE T302CA (Silver, or Black) for the monumental headache I've lived through with Asus!

Initial Business Response /* (1000, 5, 2015/10/23) */
Dear Customer,
I would like to offer you a one time courtesy, free of charge repair to get your unit repaired out of warranty at no cost to you. I will be able to provide you a prepaid FedEx label to send the unit in and then I will have the...

repair center waive all charges and repair or replace your unit if it is not able to be repaired. Please let me know if this is acceptable and I will get this all setup for you.
Cordell S.
Asus Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Cordell,
Yes, that will be acceptable. Will the prepaid FedEx shipping label be emailed to my email address?
Thank you for your assistance!