ASUS Computer International

Dear Customer,
 
You have already been sent the USB drive free of charge, we have already provided that to you and I have even emailed you a couple times afterwards to be sure you had received it. However, you have stopped replying to my emails, I was trying to assist you with this matter. As we have previously discussed, we are not able to provide you what you are asking for. You are asking for a retail copy of windows you can install to whatever you would like. We are not able to provide that to you.
 
The images that we have and what you were provided via USB drive, sent to you free of charge, are an OEM image for the unit. As we have also previously discussed via email and I was helping you with, you shouldn’t have an issue installing that image to any hard drive, as long as it is in this machine. However, you may end up having issues with ones different sizes and with different cache sizes than original hardware. So what we have provided you is exactly what you have originally paid for when you bought the unit. The OEM windows image.
 
You did not purchase a full retail version of windows from Microsoft, which is what you will need to be able to install on any device you want to. At this point you are simply asking for something we cannot and will not be able to provide you at all. We are not Microsoft so we do not have full retail copies of windows to just give out to customers. We support our OEM images and that is exactly what we have done for you and we have even provided you a free USB with everything needed to install windows on this machine.
 
I apologize for any confusion.
 
[redacted] S.
ASUS Corporate Customer Care

Dear Customer, 
I do apologize about this matter, however, I cannot guarantee you a replacement. Please be advised that you agreed to the warranty terms and agreements upon purchasing this unit. Our warranty states we will repair or replace the unit, it does not guarantee either one. As we first attempt to repair and if we cannot repair, we then replace the unit. If we are short on parts needed for repair or there is another issue deeming the unit to not be able to be repaired, we will then replace it for you. 
I understand your frustration, but we are offering you to do what our warranty implies we will do. I do apologize if there has been any confusion on this matter. If you want to move forward with the RMA, please let me know and I will provide you a courtesy shipping label to cover sending it to us. 
[redacted]. 
ASUS Corporate Customer Care

Complaint: [redacted]I am rejecting this response because:Even though we have made a very small amount of progress in which no one yet knows the result I will continue to reject this until I know the issue has been 100% resolved.  I received a call from [redacted] at ASUS this morning he has set up an overnight RMA which I have just received via email and will get it packaged up and send out first thing Monday morning.  It will take 5-7 days to have the unit checked in worked on and sent back unless parts are neede then I have no clue how long I will be in waiting for my laptop back, but if parts are in I will have the unit back in no more than 10 days from shipment date. It will be tested and hard drive will be replaced if needed. It can't be fully tested until I receive it back to see if it actually works with what o bought it for, if it does not I am told by [redacted] and [redacted] they will offer a model change again a long process of overnighting my laptop back to them 5-7 days before it's logged in and then a process begins to try to find a laptop that may work then overnighted back to me once that determination is made, after that I must test it again if it still does not work then I am told a full refund may be offered at this time but nothing will be satisfactory or resolved until I get the unit(s) back and test them at length to make sure I do not have any issues at all so all in all with everything involved nothing will be resolved if at all for roughly 20 plus days so if it is resolved it will have taken about 9 months with this company to get any resolution at all but all this remains open until it all can be tested by me even though asus computers own tier 3 people agree the hard drive is the issue and sending it on may have no way of testing without my equipment that is plugged into the computer they can not possibly produce the same issues or know if it is resolved.  It should have never taken this long or come to this if they had people to speak to that actually knew about computers it may have gotten resolved much much faster and without all this red tape but thankfully with the help of the Revdex.com something is finally happening after almost 8 months time.  I will keep you updated as things happen and post my results as things are tested when I receive my computer back from ASUS.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I appreciate that the refunds have been accepted.  When I receive the checks, I will close the complaint.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: so far all your company has done nothing but shown poor service and disrespect. First you assure me you can fix it in a timely manner. (2 weeks max)  You charge be $200 + $60 in shipping. Then you take 4 weeks before you finally decide you can not fix it in the time frame. Then you offer me a sub par machine. I tried to work with you on this and you kept ignoring me before finally magically finding the parts.  Then when you send it back you damaged the battery and told me to go screw myself on its replacement. Then once turned into the Revdex.com you act as if you actually care and present a completely insincere attempt to make things good after I replaced the battery and upgraded the machine. I have never had a company show such poor customer service & insincere attempts to remedy the issue. I have asked several times that somebody contact me personally who is authorized to resolve this. Instead I get some email about an RMA with no explanation then I get a message from the Revdex.com with yet another insincere attempt to fix this but again you want me to send my old machine back that I have spent the money to fix your screw ups and time to arrange it to how I like then you send me a new machine that I have no idea the specs on. Again I either want my money back the $200 repair fee, the $60 to mail it and another $60 for the battery or if you want to give me a machine you send me a machine that I consider an upgrade (within reason) and I will consider the matter resolved to otherwise do not waste my time with insincere apologizes  because you obviously do not care or this would have been resolved long ago  so if you respond to this please do not insult my intelligence that you actually care.
If you wish to resolve this I suggest you call me, we arrange something, and then if we agree I can have the Revdex.com close this out as resolved otherwise I am not just going to go through the Revdex.com I will make sure every institution I teach for, government agencies I work with, & students I teach never buy another one of your products. I want a real sincere effort to resolve this.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/08) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. After reviewing your case and warranty information along with your invoice. I have approved a one time courtesy free of charge repair for this matter. I...

have contacted the facility and requested them to repair the unit free of charge and return to you asap. I noticed that your unit was in transit to our facility before the warranty ended, so I decided to approve this as you are so close to your warranty end. Please let me know if you have any other questions or concerns.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/12/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 10, 2015/11/18) */
To Whom It May Concern,
Per the customers request, we are repairing his original unit and not replacing the unit. We are currently repairing the unit now. As soon as repair is done, and it has passed [redacted] testing the unit will be shipped...

back to the customer.
[redacted]
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 12, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company, Asus, has me with my hands tied in this issues. They being the big business, and me, just a small consumer. They did not give me a choice but to either,
1) Take a different unit valued at less than what I paid for mine, or
2) Have mine repaired, which they have already repaired it 2 times, they have it now for the third time since I bought it new on 9-23-15. They have had the computer in their possession more than I have mine. They still have the computer. So if I ever wanted to see it again in working condition, I had to agree to their terms. Which in my own opinion, is not right.
The model number on the box doesn't match the product inside.
I paid for a NEW unit, not a unit rebuilt 3 times.
I would request that at this time, they refund the amount that I paid for the unit, $918.41. I have my receipt.
Or, I would take a brand new unit, same model, not refurbished, not rebuilt, but NEW!
Thank you.
Sincerely,
[redacted] W. [redacted]
Final Business Response /* (4000, 28, 2016/01/25) */
To Whom It May Concern,
This customer has already received the new replacement upgrade unit that we had agreed on. At this point, everything appears to be good to go as we have not had any further complaints from the customer. Please confirm.
[redacted].
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 30, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The representative that I was dealing with came up with an acceptable replacement unit for me.
I am still not happy that it took four months for this issue to be resolved. Nothing I can do but move forward.
Thank you,
[redacted] W. [redacted]

Complaint: [redacted]I am rejecting this response because:
Hello, I was emailing you to inform you on the update on the laptop. They sent me someone else's laptop and decided to replace it which was great. I got a new laptop the same laptop just a different color but I'm not happy because it's refurbished. When I bought the laptop I didn't buy a refurbished laptop I bought a new laptop. Refurbished laptops are garbage and I'm not happy about getting a refurbished one. I just got the laptop yesterday after almost a month . That company has a lot of work to do and getting their priorities straight. Please let me know what we can do about this Thank you [redacted] Sincerely,[redacted]

Initial Business Response /* (1000, 19, 2015/06/19) */
6-19-15
Sent via email:
[redacted],
Revdex.com CASE#: XXXXXXXX, ASUS internal case number: NXXXXXXXXX
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter. I am...

currently elevating the case complaint to our Estore where the item was purchased. I will be in contact with an update as soon as I receive one.
Best Regards,
[redacted] M
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 21, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no option to reject!
It's been 3 months since I filed for them to respond with any action, not a resolution, just one more step, which will also probably take 3 more months.
They might charge me a restocking fee, not reimburse the cost of mailing...by the time I get any refund, if any... I should be ready for Christmas shopping, including some new computers. One good thing is this time around I know what NOT to buy.
Does it make a difference if I accept or reject their option?
What would I do if I were them?
First I would apologize for such a delayed response and slowness in processing the case, and then?
Well...since they are taking the case to the seller they have entrusted their product distribution. I would say that this speaks of the vetting processes they have to trust or not trust a retailer. Quite honest, that's between them. No need to have me in the middle. Just solve my case. (period). Then? they are free to continue solving their issues among themselves.
Final Business Response /* (4000, 26, 2015/08/05) */
We currently show we received the adapter back on 4/22/2015. We also show that the customer had been fully refunded his purchase of $9.00 and $59.99 on 5/5/15. At this point the complaint should be resolved on our end.
Best Regards,
[redacted] M.
ASUS 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 see we may not have any stock of your exact model.
However, I can send a...

stock check to all facilities to see if we can locate one for you. If for some reason we have no stock of your model monitor at all, I can ask them for a comparable/upgrade option that we do have in stock. 
Then I would provide you the specs for you to review them and be sure you accept the offer. If you do, I will then setup the advanced replacement RMA and send you the email for you to fill out credit card information to get the replacement shipped out to you. 
Please reply to this email or on the Revdex.com site and let me know if you want to move forward with this and are ok with possibly having to get another model. Let me know if you have any other questions as well. 
[redacted]Asus Corporate Customer Care Team/Escalations Specialist

Complaint: [redacted]
I have received the replacement motherboard and return shipping label.  I will mark this complaint accepted and closed once I have installed and tested it, returned the old one, and received a collateral refund.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/15) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
ASUS offices within the United States and Canada are warranty repair service centers. ASUS does not provide...

services other than hardware repair warranty services. Requests for refunds or returns should be directed to the reseller.
Our warranty policy does not cover any physical damage whatsoever. I also am showing that you were informed that the physical damage could be out of warranty and you would be responsible for paying the costs of repair. The damages are decided at the repair facility of wear and tear or if they are considered induced damage.
Did you receive an invoice or any point of contact regarding payment for repairs?
Best Regards,
[redacted] M.
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It wasn't what I asked for. It was generic.
Final Business Response /* (4000, 9, 2015/06/25) */
Did you receive an invoice or any point of contact regarding payment for repairs?
Best Regards,
[redacted] M.
ASUS Customer Care
Final Consumer Response /* (4200, 11, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not receive an invoice however, when I inquired about the non fixed repairs they said I would have to pay for them.

Initial Business Response /* (1000, 5, 2015/12/10) */
Email Sent To Customer Directly:
Dear Customer,
I am contacting you in regards to your Revdex.com complaint. I apologize for any inconvenience or frustration this may have caused. I am very sorry about this matter. I am hoping I can get this...

approved for you without any issues. Can you please provide me the rebate tracking number? With that information, I will be able to contact the correct department to see if we can just approve this one for you due to your issues.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response above from ASUS was a request for information only. It does not say if they will provide the rebate to me. This case should remain open until the issue is resolved.
Thank you
Final Business Response /* (4000, 9, 2015/12/15) */
Dear Customer,
The rebate has been approved at this point. Please let me know if you have any more issues. I understand if you want to keep the case open until everything goes through and you receive the rebate.
[redacted]
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 11, 2015/12/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Customer, 
I am extremely sorry for the confusion in this matter. However, our notebooks have a 12 month warranty and have only had 12 month warranties except units sold to special retailers like our sales partners that offer an additional year. Those units are marked on the bottom of the...

unit to reflect the extra warranty as well as the warranty information on our system is updated to reflect that as well. Your unit however was not purchased from one of these sellers nor is it marked or indicated anywhere you will receive a 24 month warranty. If you go to our website and look at your exact model and then go to the support section and select the warranty tab, you will get this link presented to you as warranty information, please view this: http[redacted]
You will see how it is explained at the very beginning that the warranty term is the term listed on the bottom of the unit. Anywhere you can find our warranty terms and agreements it will state the same. Also, as already mentioned, our notebook products only have one year warranties. I do apologize for this issue, however, your unit is long out of warranty at this point. If you want your unit repaired, you will need to send the unit in and pay for repairs. 
[redacted] 
ASUS Corporate Customer Care

Dear [redacted],
 
I very much do apologize and empathize with you regarding the issues you have experienced with our support team as well as the issues with getting the product back damaged during shipment.  However, ASUS warranty is firm that if ASUS is to replace the product it will be with a recertified unit.
The “Lemon Law” also known as the Magnuson-Moss Warranty Act does not require ASUS replace the product with a new unit, only that we replace it with one that is functional which is what you are being offered.
Based on our system I see only one RMA where you have sent the product to our repair facility and it was repaired and returned to you.  It is unfortunate that the shipper damaged it while it was enroute to you.  ASUS is extending the offer to you to replace the unit, however again it will be refurbished product.  If you decide you do not want the replacement then the only option ASUS has for you is repair of the damaged product you received.
Again, I am very sorry for the inconvenience this has caused you however again ASUS is honoring the warranty within the laws of the United States.
An RMA ([redacted]) was issued for you and prepaid shipping label already sent to your email address.  Please feel free to let me know if I will need to resend either pre-paid label or shipping instructions.
 
Best Regards,
[redacted]
ASUS Corporate Customer CareTell us why here...

To Whom It May Concern,
Please review this complaint as I have explained in deep detail that we cannot and will not service this unit. I am not sure who this customer is speaking with from T-Mobile, but they are providing completely incorrect information. I would not be wasting all of this time for the customer and myself if I could simply setup and RMA and get their unit serviced. This is a product that was manufactured with T-Mobile, they even write all the firmware for these units. This is a router we were already manufacturing and selling as the RT-AC68(AC1900) and we worked with T-Mobile to come out with a special renamed version for them to sell to their customers who utilize Wi-Fi calling. We did not even produce the firmware for these units as T-Mobile does to prioritize it for Wi-Fi calling. I have been with ASUS for several years at this point and was actually still working customer support as one of our strongest wireless technicians, when we released this unit with T-Mobile. From day one, we have NEVER serviced a single one of these units. T-Mobile is solely responsible for the warranty. We troubleshoot them and anything beyond troubleshooting, T-Mobile is responsible for the units.  
Now, with that being said, we can repair them, but not within warranty. If they do not want T-Mobile to service it and would rather us, we will but it will not be in warranty and customer will pay for all expenses. That is the final answer for this complaint. I am very sorry that the customer is being misinformed by the other party involved, however I am only part of ASUS and I can confirm that we do not service these units for any warranty issues.
[redacted]
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/12/07) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I cannot apologize to you enough as this should never be an issue at all. Have you received the unit at this point? I want to be sure you are taken care of...

and this is handled properly from here on out. I am again very sorry about this matter and even if you have already received the unit at this point, I will be having this looked into to prevent this in the future. Please let me know if you have any other questions or concerns, or of course if you are still having an issue and haven't received the unit yet.
[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 see that you were reached out to by one of my team members regarding the...

issue you are having with your unit. Please respond to [redacted] T's email or mine and we will help you get this all sorted out. Please let me know if you have any other questions or concerns. 
[redacted]Asus Corporate Customer Care Team/Escalations Specialist

Initial Business Response /* (1000, 5, 2015/10/02) */
To whom it may concern,
I have reached out to this customer and we are currently working this matter out. We 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-repairable. I will be personally testing the board before it is sent to customer whether or not its just replaced or original is repaired. Please confirm with customer they are satisfied with resolution.
[redacted] S.
Asus Customer Care
Initial Consumer Rebuttal /* (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 condition. Mr. [redacted] assured me that I would not be charged the $249 for the motherboard that was delivered to the wrong facility. I believe that [redacted] handled this case as I would have expected Asus to handle this matter from the start. There is a final segment to the resolution. $249 is being held pending the return of an additional motherboard. That motherboard will be shipped on Oct 20th, 2015. 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.

Dear Customer, 
I am very sorry about this situation. As I have explained however, we cannot reimburse you for this. You would not have had to made another trip to FedEx, they could have created one on the phone with you and been able to provide you tracking number to give to FedEx and they should have been able to pull it up in their system and utilize label. That is if you were not able to open email that is sent with label with bar code that can be scanned. I am very sorry about this and the fact you had to pay for the shipping, but we are not able to provide you a reimbursement for this situation. 
[redacted] 
ASUS Corporate Customer Care