ASUS Computer International

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

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, 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

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.)

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

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.

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

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 Mr. [redacted],
I very much apologize for the issues you have experienced. 
Currently looking into this the unit is in repair as of 8/21/17.  I have emailed the repair facility manager to get an update as to when we can expect this unit to ship out to you.  Once I have...

an update I will reach out to you to advise the update.
Unfortunately ASUS does not provide refunds per our warranty policy.  For refunds you would have to contact the point of sale for the refund. 
I very much apologize for the issues.
Best Regards,
[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

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]

Dear Mr. [redacted]
I very much apologize for the issues you have experienced.  The Magnuson–Moss Warranty Act does not dictate if a product will be new or refurbished.  The warranty act is there so companies can’t try to pass off unfair warranty provisions on consumers.  ASUS...

warranty which you agreed to when purchasing the product is very clear in what is offered for a product under the terms and conditions.  ASUS does not provide refunds in any manner, and if a refund is desired then you would have to contact the point of sale to be provided one.
ASUS will at its sole discretion repair or replace the laptop per our terms and conditions.  At this time I would be more than happy to replace this unit for you with a same model refurbished replacement.  I have issued a new RMA [redacted] and a pre-paid shipping label has been sent to your email along with shipping instructions.
Once we receive and key in the unit the process usually takes 7-10 business days to process out.
Warranty Terms:  [redacted]
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care

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

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

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

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

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

Initial Business Response /* (1000, 5, 2015/05/05) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I am looking into this issue further and will be in contact again soon. I apologize for any inconvenience or frustration this may have caused.
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. Due to the fact you did not purchase the item directly from ASUS, we will not be able to issue a refund. We will have an agent contact in regards to the issue stated.
Best Regards,
[redacted] M.
ASUS 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

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