ASUS Computer International

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

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

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.

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

Complaint: [redacted]I am rejecting this response because: What Zenfone do you offer that uses 40mhz on the 2.4 band?  What would it take for Asus to replace this handset with one of those?  I appreciate your help.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/07) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I have reviewed your case thoroughly and I am very sorry for the issues experienced. Our records indicated that we repaired only the LCD screen due to...

damage done by FedEx during shipping. The reasoning the rest of the notebook was not repaired is because it is out of warranty as of 10/23/2014. Being that your unit is out of warranty the only option for repair at this point would be to send your unit in for an out of warranty RMA and pay for the repairs. I deeply apologize for this matter, but we did repair the issues that were caused by FedEx during shipping.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied at all. They said they fixed the cracked screen that they said Fedex did during transfer however, I got this notebook back, and there is absolutely no display or power to the screen. There Is definitely more damaged after I sent it in and ASUS did NOT file a claim. I do have a copy of my phone calls to them that shows that they had plenty of time to file a claim as I followed up on the dispute. They returned it back to me, worse than it was sent in during a dispute, not informing me ahead of time that they are returning it back to me.
When I sent it in, I had a display screen and was able to see that it was working But I was missing the Windows 8 icons...It was not dead. It was able to reboot and restore but it couldn't find the Windows 8 icons ....just a blue screen. I pressed the f keys and was able to see the serial number, bios information, option to restore.
When returned, nothing!! No power to the display. Either ASUS or FEDEX caused more damaged to this than what the original problem was which was to possibly just re install Windows 8 OS. We will never know now because ASUS said it was cracked when they received it and now there is no power to the display....it is completely a dead. ASUS is responsible for not filing a claim when they should have. It was their shipping label, not mine. Fedex wouldn't let me file a claim as ASUS asked me to call. I called ASUS back and told them that According to FEDEX, ASUS had to since they provided the shipping label.
Because of their negligence to file a claim on this situation with fedex, and this notebook being totally useless and worse than when I sent it in, I want a replacement. I am so angry about the way they handled everything and continue to not take any responsibility for the negligence....warrantee or not. I'm not responsible for damaged caused by someone else's mishandling my notebook, causing more damaged and because this issue occurred, I'm not responsible for ASUS negligence to filing a damage claim with Fedex within 21 days.
Final Consumer Response /* (3000, 12, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called Fedex and they said it was denied because, as I repeat to your same ol response, you did NOT file within 21 days. You filed one day late!!
My notebook was not dead when I shipped it to you.....again repeating. However my screen got cracked during shipping caused more damaged which should have beèn filed ON TIME with fedex. You did NOT file on time! Fedex said you were denied because you were LATE!! It is that simple...take responsibility for your negligence!
The damage during shipping has NOTHING to do with warrantee. It is the responsibility of whoever caused MORE damaged after I shipped it.
How clear can I be?! My notebook had a display screen showing my mouse curser, colored screen, troubleshooting options. You returned it to me with a complete dead screen, no curser, a blank screen!! No power to screen!
Final Business Response /* (4000, 14, 2015/12/28) */
Email Sent To Customer Directly,
Dear Customer,
I am reaching out to you in regards to your Revdex.com complaint. Due to the fact that you have been misinformed about this whole situation, and it is still quite a mess, I have another offer for you. Now, what I would like to do in hopes of resolving all of this is to approve a one time courtesy free of charge repair. I will setup the new RMA and provide you a prepaid shipping label to send the unit in. I will then contact the repair facility and let them know to please repair this free of charge due to the circumstances. I am again sorry for the way things have gone prior to this. After speaking with my superiors a little more I was able to get this approved for you. Please let me know if you would like to move forward with the free repair and I will get you all setup and taken care of.
[redacted].
ASUS Corporate Customer Care

Dear Customer, 
I have passed this information along to my superiors and they normally get these issues resolved within 48 business hours. So everything should be shorted out for you shortly. Most likely will end up being later today. However if you are still having issues in a few days, let...

me know. 
[redacted] 
ASUS Corporate Customer Care

Complaint: [redacted]I am rejecting this response because:
I see how Asus is not flexible at all in their policy and all this information will help other customers see how stubborn and unflexible Asus is with a simple matter. There is no other company that actually divide their warranty in different zones. It's amazing how Asus does not take in consideration that marketplaces like amazon or eBay sell products from different regions and warranty is not an issue because the manufacturer is the same. So let me tell you that your policy does not make any sense and all this information will be used to really let customers know how Asus acts towards their customers and products Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because I did not have another opportunity to go to the FedEx store. The only label provided to me had just an address on it. I explained this to the incompetent customer service employee on the phone yet he said it would work. A check would be great to refund me for this hassle experienced after also receiving a defective product.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/09/01) */
Dear Customer,

I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter. What the technicians on the phone were trying to describe is our advanced replacement RMA process. In...

this process, a collateral hold is placed on a credit card, we then ship out the replacement first and then we send a prepaid label for the return of the original monitor to release the hold. However, this process does require that we have a replacement monitor to send. Our repair facilities are currently out of stock on this monitor, so we only have the standard mail-in/mail-out type RMA available at this time. We could wait for stock to become available, but there is no telling when stock will be replenished. That is why we advise going ahead with the standard RMA process. I would be willing to upgrade your shipping to the repair facility to 2nd day air to help reduce your downtime if you like.

[redacted]

ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Instead of 2 day air, can you provide me with a box, or pay for UPS or Fed Ex to package the item? I would have the retail box but your firm did not return the retail box to me when I did the last RMA.
I need your firm to take responsibility & commit to some kind of a "fully repaired" date. Meaning, a date on which the problem will be fully fixed. Is 1 more RMA enough for you to fix the product?
Also, I would like 1 person to deal with at your firm. I am not having any luck with the people that were writing me emails. They are just not understanding the situation and what should be 1 email turns into more like 5 emails back and forth.
Final Consumer Response /* (4200, 11, 2015/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your response is that you are not doing really anything different than what you would normally do. I clearly stated that I want to avoid several (or more) additional hours and inconvenience in dealing with the matter. Your proposal does not achieve those objectives at all. My secondary objective is that you change your policies to be more user friendly for other users.
I'd estimate that I had to send 12 emails to your company before receiving this second RMA shipping label. I admit that they could have sent it and it went into my junk mail (maybe maybe not, although I do check junk mail). But, in the last interaction, I was checking my inbox and junk mail while on the phone with them and then only after them resending it did I ever get the shipping label. It came to my inbox. Your firm should change its policy for the reps that are doing "all of the emailing of the same questions again and again" to state when they have and when they have not sent a shipping label for the RMA. This way the customer can be more clear as to the next step.
I have another idea for us. You commit that this will take 2 hours or less of additional time from me, before I have a monitor that functions reasonably for at least 3 years.
Final Business Response /* (4000, 13, 2015/10/08) */
Dear Customer,
I completely understand your frustrations over this matter, but of course our policies are not something we can personally alter. We will suggest to the appropriate teams that we have certain portions of the policy reviewed for possible updates/changes.
Now, it appears your RMA went as planned and was actually only at our facility for 4 days for the repair process which is normally a 5 to 7 day process and you have received the replacement at this point. Are you having any issues with replacement?
[redacted]
Asus Customer Care

Dear **. [redacted] D [redacted],
I very much apologize for the issues you have experienced. 
Thank you for confirming it was a chat as that narrowed down the time to search every single interaction.  We did verify that the agent told you the missing SN sticker would not affect the RMA.  We are waiving the fee and will repair in warranty.
I have issued a new RMA and sent shipping instructions along with a pre-paid shipping label to your email.  Please send the product in and we will repair it in warranty.
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care

Dear Mr. [redacted],
I very much apologize for the issues you have experienced. 
Currently your RMA is in discrepancy status due to an issue with the serial number.  I have already followed up with the team’s handling this and am currently waiting on feedback.  Since...

it can take a few days between Revdex.com responses, to stay up to date you can reach me at my email [redacted] with any questions or concerns.
As soon as I have further feedback I will send you an email from that address and let you know the status.
I very much apologize for the issues.
Best Regards,
[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 the new RMA setup for you and it does not appear you have shipped the...

unit in yet according to tracking number form the FedEx label provided to you. If you are still insisting to receive a brand new unit as a replacement, I would like to provide that to you, if we have one available. However, if we do not have one available, would it be ok if it was a refurbished replacement that I make sure is thoroughly tested? As I see that is what the case is notated for, but I am not sure if who setup the case can approve that so it may not happen.
I however, can be sure your unit is replaced. If you have not sent it in yet and want me to check stock to see if I can get you a new one for a replacement, let me know. Or even if you have sent it in already, provide me the tracking number and I will let the repair facility know to please replace with a new in box unit if we have one available. It is possible we only have refurbished though. Just let me know what you want to do, you can reply to this email directly or on the Revdex.com site. 
[redacted]Asus Corporate Customer Care Team/Escalations Specialist

Dear Customer, 
Looking into your case I have gotten all of my superiors involved in this case and have asked that we look further into this. However, even though they have informed me that this is still going to be determined to be CID damage, they are going to attempt to clean the contacts...

to see if they can fix the issue for you. However, if that does not fix it, they will return the unit as is, unless you are willing to pay for the repairs. I do apologize. 
[redacted] 
ASUS Corporate Customer Care

Dear Customer, 
I am very sorry for the issues you have had thus far. Looking into your case, I would have no problem replacing the unit for you under a new RMA, however, we cannot ship you one first before receiving your current unit. The only way to get this unit repaired or replaced is to...

send it in under a new RMA. I can setup a new RMA for a replacement and provide you an overnight shipping label to send the unit to us, so we can then ship out the replacement unit as quickly as possible. But, we will not be able to send you a replacement first, that is not an option or anything we are able to do. So, if you want a replacement unit, you will have to be willing to send your current unit in for a new RMA and I will be sure it is replaced for you. Please let me know if you want to move forward with this and I will get you all setup and taken care of. 
[redacted] 
ASUS Corporate Customer Care

Complaint: [redacted]I am rejecting this response because: according to the new RMA # [redacted], I should have 31 tracking numbers, but I am only seeing 25 tracking numbers. Serial # [redacted], [redacted] don't have tracking numbers and serial # [redacted], [redacted], [redacted], [redacted] and [redacted] all have same tracking numbers. I'm sure this must have been some simple mistake. I need updated tracking numbers. 
  Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/03/04) */ Dear Customer, I apologize for any inconvenience or frustration this may have caused. I deeply apologize about this situation. However, with your unit being out of warranty, for any repairs you will need to pay for them as you are no longer...

within the warranty period. Also, whenever a hard drive is replaced, we do not and will not ship out the original hard drive as we replaced it. Please notice as well that anytime you send a unit to us for repair, our warranty clearly states that we are not responsible for any data loss. You need to backup your data before sending the unit to us. So, anything that you need of your hard drive, you will have it. As some hardware repairs, will also require a reload of the OS, that would compromise any data on the system. That is why our warranty and our RMA instructions you receive when sending a unit in for repair, clearly state we are not responsible for data loss. With that being said, you can send your unit in for an out of warranty RMA and pay for the repairs. Once the unit arrives it will be assessed and you will be sent a quote for repair. You can then pay for the repair or just have us ship it back if you do not wish to pay the amount for the repair. Please let me know if you would like for me to setup an out of warranty RMA for you and provide you all the information. If you do not wish to do an RMA, then you can purchase a disk from our estore for your unit, or you can purchase another copy of windows 7 from Microsoft. [redacted] S. ASUS Corporate Customer Care Initial Consumer Rebuttal /* (3000, 12, 2016/03/24) */ I missed the March 21st dead line. I apologize. I have been very busy. Please understand that I am still very unsatisfied and that I personally feel that these policies from these companies are fundamentally flawed. Final Business Response /* (4000, 14, 2016/03/25) */ Dear Customer, I am extremely sorry that you are unsatisfied with the options that I have presented you. I understand they may not be exactly what you are wanting to do. However, with your unit no longer being within warranty, these are the only options we have available for this matter. Please let me know if you would like an out of warranty RMA to pay for the repairs and I will get you all setup for sending the unit in. I am again sorry about this matter. [redacted] S. ASUS Corporate Customer Care Final Consumer Response /* (4200, 16, 2016/04/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) All of these practices are in appropriate. Especially when I pay you 90$ for a new hard drive and you try to keep my old one. If I had known how your customer service was, and that asus will attempt to make money on every thing they can, without supporting their customer base, I would have never bought the laptop in the first place. Nor would I have had my wife purchase an asus laptop, nor would I have suggested asus to anyone.

Initial Business Response /* (1000, 7, 2015/08/04) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter. The desired resolution does not comply with the warranty. We will offer one free of charge repair, with a...

limited 90 day warranty and free 2 way shipping.
Best Regards,
[redacted].
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 9, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello [redacted],
Please email me directly, I would like to discuss what should be done in the repair as I've been through many in the past with ASUS for this unit specifically.
Thank you,
[redacted]
Final Consumer Response /* (3000, 21, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm working with ASUS on the other X501A unit that is having the same exact issues, could you email me directly and set-up an RMA at no charge?
Final Business Response /* (4000, 23, 2015/10/28) */
Email I sent the customer:
Dear Customer,
I am reaching out to you in regards to our correspondence through the Revdex.com portal. Can you please provide me the serial number of the unit you are speaking of now that you are wanting the free of charge repair on and I will surely do everything I can to get that approved and happen for you. Also, please let me know if you have any other questions or concerns. I thank you for your patience.
[redacted].
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/08/03) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
The product was quoted for physical damage done to the LCD screen. If the customer did not induce the...

damage, then the customer will be required to file a shipping claim with the courier they had utilized to get the product back to the customer. Once the customer has a claim number, showing payment we can process the repair.
Best Regards,
[redacted]
ASUS customer care
Initial Consumer Rebuttal /* (3000, 8, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Asus repair dept isnow trying to blame the issue with my notebook on the shipping company. There was no physical damage and they know it. Asus held my notebook since early July and never once sent me an email blaming the shipping company until July 3rd when they replied to the BBC complaint. I want them to take responsibility and fix this issue. I have warranty and they should honor it.
Final Business Response /* (4000, 10, 2015/08/17) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
We show we received the item damaged, if the customer would to have the item repaired, the customer will need to file a claim with the shipper or pay the cost of repair.
Best Regards,
[redacted]
ASUS Customer Care
Final Consumer Response /* (4200, 12, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not accepting the fact that the notebook was sent with damaged that voided the warranty. As I explained to the Tech support team on the day problem occurred, the notebook got over heated and there was a popping sound and the screen changed colors(black and white runs). This is why my computer is not working, not because of any physical damage. It is an internal problem and they need to fix this issue by honoring the warranty!

Dear customer, 
I apologize for any inconvenience or frustration this may have caused. I am very sorry about this matter, however, your unit is zoned to another region, therefore we are not able to repair it. I understand your frustration regarding this matter, but your unit being zoned to...

another region means it only has warranty in that region and we cannot service it here. I am again terribly sorry about this situation. 
[redacted] 
ASUS Corporate Customer Care