ASUS Computer International

To Whom It May Concern, 
This customers unit has been repaired and has shipped out under FedEx tracking number: [redacted]. 
[redacted]. 
ASUS Corporate Customer Care

Dear Customer,
I was informed by rebate company it has been processed now and the card should be shipping to you by the end of next week. Please let me know if you have any other questions or concerns. I am again very sorry about this matter and have address this issue with my superiors as well as the rebate company for them to check into everything a little more.
[redacted]
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2016/01/11) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I am very sorry about this matter. I understand your frustration completely at this point. Looking into this matter for you, this is not a known issue or...

anything, and I have had that confirmed with HQ. However, in good faith, due to the issues, I would like to offer you a free of charge repair as a one time courtesy. I will set you up for the new RMA and provide you all information for it and contact the facility and let them know to repair this unit free of charge. I understand last time, you brought the unit to our facility, if you do not wish to bring it to the facility again, I can provide you a prepaid FedEx shipping label to cover shipping the unit in. If you would like to move forward with this free repair, please let me know and I will get you all setup and email you all the information directly.
[redacted] S.
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2016/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this resolutions. The computer is still with the facility since there is no use to me to pick it up a computer that is no longer working.
Please email me the information directly @ [redacted]@gmail.com
Thanks, [redacted]

Initial Business Response /* (1000, 5, 2015/11/17) */
Email Sent To Customer Directly:
Dear Customer,
I am contacting you in regards to your Revdex.com case. I apologize for any inconvenience or frustration this may have caused. I understand things have not been very great for you at all throughout...

all of this. 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.
With that being said, what I can offer you a replacement unit. I would setup the RMA and provide you a prepaid FedEx label for sending the unit in. I understand that is not what you are wanting to do, but that is the only option we have if you would like the unit repaired or replaced if you are having issues with the unit you have now.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Mr. [redacted],
I very much apologize for the issues you have experienced. 
Based on the repair history of this motherboard the last RMA shows the board tested fine on the repair facilities bench test.  I did not see where you had tried a different CPU based on...

notes or your Revdex.com feedback so it is possible the issue may be a defective CPU.
The motherboard was out of warranty on 2/11/2016.  However as a good faith effort ASUS will approve a courtesy free of charge repair as a onetime courtesy only.  Be advised that the RMA once closed will come with a 90 day repair warranty.  If you do not notify us of issues within that 90 day time frame and have a new RMA issued, then you will be responsible for future costs of repair after that 90 day repair warranty expires.
I have issued a new RMA and sent a courtesy pre-paid shipping label along with shipping instructions to your email.
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care

Initial Business Response /* (1000, 11, 2015/12/30) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. 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.
With that being said, I am extremely sorry about the delay on this matter. At this point though, your replacement has shipped out under FedEx tracking number XXXXXXXXXXXX. You should be receiving it today, 12/30/2015. Please let me know if you have any further questions or concerns. Also, to let you know the processing fee, the $25 has already been waived as well.
[redacted] S.
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 13, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was made to wait 2 months for a replacement. This is terrible warranty policy considering that phones are very important for everyday things. So I consider this response as an attempt by ASUS to wash their hands of their responsibility to provide warranty replacements in reasonable time. Even the 25$ processing refund was done after repeatedly complaining several times. Overall this is an extremely unpleasant experience and I vow never to touch an ASUS product again and dissuade others from doing so too. This is a terrible company with pathetic customer service.
Final Business Response /* (4000, 15, 2016/01/06) */
Dear Customer,
I deeply apologize about the way things went again. I cannot change what has happened already, but I can say I completely understand your frustration and have reached out to the correct departments to have them address this issue. I understand you are very frustrated about the process, as that is now how it was supposed to go. You should not have waited for your replacement like that. I can ensure you I was doing everything in my power to get this taken care of and resolved in a timely manner for you. However, the issue and reasoning for delay was another department that handles the processing for replacement.
[redacted] S.
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/10/26) */
Dear Customer,
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.
You can read the full warranty disclosure in this link: http://www.asus.com/us/support/Article/681/.
[redacted] S
Asus Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not be accepting this offered because Asus did not give any possible solution. I can not do with out a laptop for my college classes, I do understand that they do not over refunds but I do not want to be given the same laptop model again. If I can not be refunded the amount I paid, then I would prefer if I was given a new and different model from the on I originally purchased and was given.
Final Business Response /* (4000, 9, 2015/10/28) */
Dear Customer,
One of my teammates is currently working with you on this matter and is offering you the model change. I was not aware he was already dealing with you until now. I will be working with him to be sure this gets taken care of.
[redacted] S
ASUS Corporate Customer Care

Dear Customer, 
It appears as if you were already sent a prepaid label and provided an RMA to send the unit in for repair under as you have been working with a customer care team. If you are having any issues or still have some questions on this matter, please let me know and I will personally...

get you all taken care of. 
[redacted] 
ASUS Corporate Customer Care

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12049218, and find that this resolution is satisfactory to me providing the company follows through and completes my request for  "ASUS ROG Maximus IX Extreme LGA1151 DDR4 DP HDMI M.2 Z270 EATX Motherboard with onboard AC Wifi "  as agreed in a personal email communication between [redacted]Asus Corporate Customer Care Team/Escalations Specialist and myself. .Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2016/01/27) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. After looking into your case, I completely understand your frustration at this point. I also understand the fact that you are asking for a refund, that is...

simply something we cannot do. 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.
However, with all of that being said, what we can offer you is a brand new sealed in box replacement unit. With this being an older unit we may not have any new units in stock. What we normally do in that situation is offer an upgrade model. So, if you would like to have the unit replaced with a brand new sealed in box unit, that is possibly an upgrade, please let me know. I can then get you all setup for everything and check stock on what we have available and if we do not have your original unit new in box, I will provide you the details of what we can offer to see if you accept. Please let me know if you want to move forward with a new in box replacement unit.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes that would be great, how ever I really do not want the same model that I have had all these issues with, unless it could come pre installed with windows 10 on it. Also I would take a upgraded model with windows 10 pre installed on it, and I would need it set up with all around the specs I have on my current laptop, this laptop has 6GB memory,and a 750GB hard drive,and a iX XXXXM processor, I do not want any processor that is a U model, meaning Ultra Low Voltage, I know this processer is not being used anymore so what ever model it comes with may have upgraded version of this, I would also pay the difference for a upgrade beyond what you guys would offer in a model, like something with a i7 MQ, or i7 HQ processor. Anyway just let me know what is available, and like I said I am very leery about getting the same model, even though I still like the body on my current model, and it still looks up to date, I just do not want it in anything except windows 10, as I am thinking this is where a lot of the issues have come from. And there are no drivers updated for windows 10 on this K55A. Thanks

Initial Business Response /* (1000, 5, 2015/05/21) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter. I will review this case and will be in touch with an update as soon as possible.
Thanks,
[redacted] M
ASUS...

Customer Care

Initial Business Response /* (1000, 5, 2015/10/06) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. According to our system your warranty end date was 6/26/2014 and the unit is long out of warranty at this point. If you can provide an invoice showing the...

unit is still within it's one year manufacture's warranty then we will be able to reinstall the OS for you no problem. The fact that you are out of warranty deems you ineligible for a warranty repair. Therefore an out of warranty repair where you pay for the repairs would be the option to get this resolved for you if no troubleshooting has resolved the issue. I understand that is not what you are wanting to do, but in our warranty terms and agreements that you agreed to upon purchasing this unit it states "ASUS will be limited to support your product if the operating system has been altered. Third party software may require support from such vendors." Therefore, any upgrade to the OS or any major update is at your own discretion. Here is a link to the warranty terms and agreements: http://www.asus.com/us/support/Article/681/.
[redacted].
Asus Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your response shows that Asus is NOT customer service oriented. As stated, Asus should have to provide an Operating System because we bought the laptop with it. We did try third party vendors, but they all said the same thing, that Asus HAS TO SUPPLY THE OPERATING SYSTEM BECUASE THE LAPTOP WAS PURCHASED WITH IT. It does not cost the company hardly anything at all to send out a disk with the laptop like in the past - actually it is included in the purchase price. Also, it does not cost hardly anything for an Asus rep to install this. Anyone who is in IT knows that to install an Operating System is very easy and very little time is needed by the tech. Once the install starts, the tech doesn't need to do anything. Once again, this shows that Asus is not good with customer service and we will NEVER by another Asus again. Plus we will pass ** on to all of our friends and IT colleagues. Luckily we found someone who is customer service oriented. They have Windows 8 and were able to reinstall the operating system. Thank goodness there are still companies out there that consider their customers as their number one asset - Something that Asus needs to look into.
Final Business Response /* (4000, 9, 2015/10/13) */
Dear Customer,
As previously informed, warranty end date was 6/26/2014 and the unit is long out of warranty at this point. If you can provide an invoice showing the unit is still within it's one year manufacture's warranty then we will be able to reinstall the OS for you no problem. The fact that you are out of warranty deems you ineligible for a warranty repair. Therefore an out of warranty repair where you pay for the repairs would be the option to get this resolved for you if no troubleshooting has resolved the issue.
The reason for paying for the reinstallation would be due to the fact that your unit is no longer within the warranty. It does not concern the repair that needs to be done or how long that repair would take. Our warranty terms and agreements are very clearly stated.
As indicated in my last response, we can provide you a prepaid label to send the unit in and a quote will be provided to you for the price of the repair, you can pay that quote or opt to not pay and have us send it back unrepaired. Please let me know if you would like to have me set this up for you.
[redacted]
Asus Customer Care
Final Consumer Response /* (4200, 11, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You guys just don't get it. This is about customer service, which Asus has shown that it does not consider a priority. Once again, all you had to do was send out a disk with the laptop (or even after the fact) and we could have taken care of it ourselves. It is a very simple installation. As mentioned previously, Microsoft stated that you have to supply the OS, especially since we bought the laptop with it installed. Since Asus does not make customer service a priority would help explain why you only have a "B" rating. You guys are losing customers because you won't provide what should have been provided. It costs next to nothing to burn a bunch of CD's with the OS - like in the past. The price that is paid for the laptop certainly covers one little CD. As I stated in my last response - we don't want anything from Asus anymore. We found a company who considers customer service their priority and they helped us. We will NEVER buy another Asus product again. DO NOT BUY FROM ASUS, YOU WILL REGRET IT IN THE END.

My response to Customer on Revdex.com site:
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 it appears you were informed of some wrong information. First off I am...

not sure why you were informed you most likely would not be getting your unit, that is completely incorrect, as we will repair original unit unless it is not able to be repaired and we have to replace it. Normally we are able to repair the unit and that is not even an issue. 
Also, for desktop units, we do cover shipping for them as we understand they are bigger bulkier items. It appears we already have an RMA setup for you and you may have already been sent the instructions. If you did not receive a shipping label along with that as well, please let me know and I will be more than happy to provide you a shipping label as well so this whole process will not cost you anything, as long as the unit has no physical damage. Physical damage will void warranty, however, it does not seem that your unit would have any damage and it just stopped working on you. 
You can reply to this email directly if you need a shipping label still to be sure you are handled as promptly as possible. 
[redacted]Asus Corporate Customer Care Team/Escalations Specialist

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. Thank you for this feedback. Without feedback we will not be able to make changes in...

the eyes of the customer.
What is the problem you are having with the product so that we can work together to resolve this issue.
I appreciate your patience moving forward
Best regards
[redacted] A
Asus Customer Care

Dear [redacted]
I very much apologize for the issues, however I have issued a new RMA [redacted] and sent a pre-paid shipping label.  I have also applied a replacement for same model in our system, so when you send this product in we will swap out in house.  Processing time is 7-10...

business days once received and keyed in.
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care

Dear Customer, 
I do deeply apologize for this matter, however, we are not able to refund you for the cost of a service you have paid another company for. I do understand you were supposed to be provided a prepaid label, however, when finding out the label was not setup correctly, you should...

have contacted us and we could have created another label. We are not able to reimburse you for you paying FedEx for a service. 
Did you pay for them to package the unit or something? As our labels do only cover shipping, they do not cover packaging or packing materials if unit was not ready to ship. I do apologize for this inconvenience. 
[redacted] 
ASUS Corporate Customer Care

Good afternoon,
 
I received the message from the Revdex.com (employee response) in reference to my complaint and promptly responded to both the business and to the Revdex.com complaint management hub that I accepted the 'response' from the business.
 
Is this acceptance of their verbal, proposed solution as far as the complaint process goes?  I accepted on 14 July through the Revdex.com management site and on the 13th to the business contact.  I have since contacted the business for a follow-on response and what the next step is to correct my issues, yet I still have not received any response from that individual or any other service reps I was previously working with.  I feel as if the response from the business was just to gain my verbal satisfaction in order to close the Revdex.com complaint.
 
Thank you for your assistance,
 
[redacted]

Dear Customer, 
I am extremely sorry about the shipping label, however, our warranty terms and agreements state we cover one way shipping. We do not provide a label to ship a unit in for warranty per our warranty agreement. They can be offered as courtesy, however, that is not something we...

state we will do. I apologize as you were not offered a label, but we will not be able to reimburse you for that matter at all. 
Looking into your case, I see we have already shipped your unit back to you from the RMA. Are you having any issues with the unit now? 
[redacted]. 
ASUS Corporate Customer Care

Email Sent To Customer Directly: Dear Customer, I am reaching out you directly in regards to your Revdex.com complaint. I have some good news for you about this matter. After speaking with my superiors more, I was able to pull some strings on this and get it approved for shipping the unit back to you in the Virgin Islands after repair. However, the P.O. box will not work as we cannot deliver to a P.O. box at all. Do you have a physical address that is maybe your work or a near by friend that is an actual street address of a physical locating instead of a P.O. box that we can use for this matter? As that is what we need in order to get you all setup. Once I have a physical address that I can use, I will be setting up the RMA for you and providing you all the necessary information. I am again very sorry about this matter. Please let me know if you have any other questions or concerns.[redacted]ASUS Corporate Customer Care

Dear [redacted],
I very much apologize for the issues you have experienced. 
In order to research this issue further and provide a resolution, please take a picture of the bottom of the unit and attach to the Revdex.com complaint response and also attach a copy of the proof of purchase...

as well.
Once we get these items we can research further and make a determination in your case.
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care