ASUS Computer International

Dear Customer, I am extremely sorry for any issues this has caused you thus far. However, upon looking into your case, I see that you were informed to send the unit in for servicing for this matter and not informed that this would be considered CID. I personally believe it shouldn't be...

something that is considered CID, especially since your unit appears to be in pristine condition and this is clear that is simply just a cosmetic failure and not from you abusing it. I have reached out to the repair facility and stopped your unit from shipping out unrepaired and they are not going to repair it for you and ship it out as soon as it is done. [redacted] ASUS Corporate Customer Care

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

Complaint: [redacted]I am rejecting this response because: I am not giving you $10 to process a new router. Because of the LONG wait, I have already replaced the router from another company. I will never buy from your company again and will tell others of the horrible customer service I have received.
Good DaySincerely,[redacted]

Dear [redacted],
I very much apologize for the issues you have experienced. 
I am sorry for the poor experience you have had with ASUS and our support team and this will be investigated by our internal QA team as well to take necessary action internally.
An RMA has been issued and pre-paid label has been sent to you as previously mentioned.  It is up to you if you wish to send the unit in, however if you do please include the AC Adapter since this is a power issue.
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/09/17) */
Dear Customer,

Unfortunately If the services you had received has not resolved the issues the only option is to send in for additional service however if your expectations are toward refunds or new in box replacements we will be unable...

to reach a resolution regarding this matter and suggest you contact your place of purchase or legal adviser as we are limited to warranty service and repair.

[redacted]
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted].
If this is the only way to resolve the matter I would like to ask for the following upgrade for my current equipment and I will tell you what they are two STRIX-[redacted] as replacements for both of my current GPU's, if a resolution can be gained in this manner I will will call everything good if not please I will not accept anything less than this, if things cannot be gained in this way I will seek further counsel in another area to get above complaint fixed to both parties agreement. I have received about 4 different so called repaired cards and all have failed within days of receiving them and I feel like at this time I have no other recourse for this for the actions that have to come out of this. Before I even sent this to the Revdex.com I had contacted your support team twice within a two week period and no one responded back and that is what has caused this to escalate to this level.
Final Business Response /* (1000, 11, 2015/09/28) */
Dear Customer,
ASUS is willing to provide these replacements as long as recertified units of the STRIX-GTX960-[redacted] are acceptable for you. Please reply through the Revdex.com portal is you agree to the terms.
[redacted]
ASUS Customer Care
Final Consumer Response /* (2000, 13, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the above terms that are being offered with the replacement units.

Dear [redacted],
I very much apologize for the issues you have experienced. 
Based upon our system the motherboard was replaced in the unit and the OS was reloaded.
As a onetime courtesy we can provide a recertified replacement to resolve this.
Otherwise the only other option would...

be for you to send the current product in for a repair.
Please let me know how you would like to proceed.
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care

Complaint: [redacted]I am rejecting this response because:
 
This copied and pasted response (I received the same one last time) did not actually follow through, as the problem was not fixed and I was given the same computer back. This copied and pasted generic response guarantees no new action.
 
Furthermore, if my statement was actually read, ASUS would know that I have already sent in the computer, and have been waiting on it for over a month now to update me on my status. It hasn't been fixed, it hasn't been sent, and I am still without a computer. This is 100% unacceptable and this generic response only makes it worse.
 
ASUS has to change their system on RMAs, as no updates on a very slow, incompetent service makes things all the more worse.
 
Still disgruntled,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/25) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. According to our records and your serial number the units warranty expired on 6/17/2014. You contacted us on 11/23/15 reporting these issues. At this...

point, your unit is long out of the manufacture's one year limited warranty. I deeply apologize for this matter, but you are no longer within that warranty period. The warranty terms and agreements were agreed to upon purchasing the unit. Would you happen to have your proof of purchase showing that you are just outside of your one year warranty from the date of purchase? As our system sometimes only reflects the one year warranty from date of manufacturing, and not date of purchase. It is possible this unit sat on the shelf where it was purchased from for some time before you purchased it, therefore that would clarify why the warranty information is saying your unit's warranty ended in June of last year as it was not updated with purchase date. You are claiming these issues started 3 days after it ended, and you contacted us about these issue on 11/23/2015. So, if you have an invoice reflecting that, showing you are just outside of the warranty, please provide that.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I BOUGHT the computer online at 12/10/2014, 6 months after YOU say the warranty expired. How can a warranty expire on a product before it's even ordered or owned by the person?
If necessary, I'll simply access the credit card records of the transaction which will show you to be in error.
Final Business Response /* (4000, 9, 2015/12/07) */
Dear Customer,
As explained in the previous response, the system runs by the manufacture date as far as the warranty term goes. When the unit is manufactured, our system shows the warranty start date from that day. When a unit is sold by a reseller, that information gets updated by purchase date from the reseller and it updates our system. That however does not always work correctly. So, if you have your invoice/proof of purchase showing the unit was purchased around the time you are saying, I will be able to get you setup for a one time courtesy repair free of charge repair due to the fact you are so close to the end of the warranty and all of this confusion. Please provide the invoice/proof of purchase and I should have no problem getting you all setup for this.
[redacted].
ASUS Corporate Customer Care

Initial Business Response /* (1000, 6, 2015/10/12) */
Dear Customer,
You should have received below email already informing you we are offering you a model change. Please see below email and let us know if you accept:
We are contacting you in regards to your RMA that is currently being...

serviced by our repair center. However at this time, we would like to offer a replacement to a different model as your original model is not available at this time. The replacement is a fully-tested recertified unit that meets ASUS quality standard. The manufacturer's warranty will transfer to the replacement product from your original unit. Please keep in mind that receiving a replacement will not extend your warranty. For more warranty information, please visit http://service.asus.com.
Problem found with original unit: Operating System
Replacement Model Specifications:
Model: M11BB 1A AXXXXXX/8G/1B/3
Part #: 90PD0091-MXXXXX
LCD
CPU AXX-XXXX
MB Chipset AMD(r) A55 FCHHudson D2)
Memory "8GB DDRX XXXXMhz
(4xDIMM, 8Gx1) "
VGA HD8670D Integrated
HDD 1TB 3.5" 7200RPM
ODD 24x DVD-RW
Secondary_ODD No
OS Windows 8
WLAN "LAN: 10/100/1000 Mbps
"
Webcam
Bluetooth
Keyboard "1 x Keyboard (USB)
1 x Mouse (USB)
1 x Warranty Card
1 x Power Cord
1 x Quick Manual"
However, if part(s) become available while a replacement product is being processed, your original unit may be repaired and shipped instead of the replacement. This replacement is final, it is not a loaner and data will not be transferred to the replacement unit. If you wish to accept, please reply back to this email to accept or decline the offer. Please note that if you decline this offer and you wish for us to complete the repairs necessary on your unit, there could be longer wait times to receive the needed parts and make the necessary repairs.
[redacted]
Asus Customer Care
Initial Consumer Rebuttal /* (3000, 8, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received this response via my phone e-mail and replied to the repair center but have not received a response from them as of 10_14_15. My response was three questions. 1. What part or parts are needed to repair the O.S. ? 2. What model are you proposing to use as the replacement? Where or who was the replacement computer re-certified? Since the repair facility does not have a good track record I will not accept a computer certified by them without some kind of warranty. I will accept a factory rebuilt computer equal or greater than the failed one with a minimum of 90 day warranty.
Final Business Response /* (4000, 10, 2015/10/16) */
To Whom It May Concern,
I have reached out to the customer and we are replacing his unit with a unit that he has accepted to be replaced with. Customer seems to be pleased with this offer.
[redacted]
Asus Customer Care
Final Consumer Response /* (2000, 13, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company offered what I had indicated was an acceptable outcome. A computer rebuilt/re-certified at the manufacturing site( not the repair site), of equal or greater value than my original unit with a 90 day warranty. I have not received the replacement as of today 10/20/2015 and if it not satisfactory I will reopen the case. Thank you and the Revdex.com for being there for all of us who need help resolving issues with businesses. It is a shame it took 3 months and your involvement to get to this point.

Initial Business Response /* (1000, 5, 2015/12/08) */
To Whom It May Concern,
We are already in touch with this customer and working this matter out with them. Please confirm with customer.
[redacted] S.
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/12/30) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. Looking into your case, it appears you have claimed the screen is cracked on your unit. Unfortunately, as the warranty terms and agreements state, physical...

damage is not covered under the warranty. The system is also showing that your unit is no longer within the one year warranty time frame either. As this unit holds a one year manufacture's warranty from the date of purchase. Our system is showing this unit is a few months outside of it's warranty time frame. I do deeply apologize about this matter, but even if it were not physically damaged, you are no longer within the warranty. With that being said, the only option for getting this issues resolved would be to pay for a repair.
[redacted].
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/08/21) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
I will contact my service team and will provide an update as soon as possible.
Initial Consumer Rebuttal...

/* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It took them 14 days (10 business days) to reply saying "I will contact my service team and will provide an update as soon as possible"
I do hope concrete information is coming soon.
Final Consumer Response /* (3000, 13, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The ASUS VM42-S075V is the only model of VM42 that I can find for sale.
What models of the ASUS VM42 come with the Vivo DualBay, and where can I buy one? What countries is it available in?
Can you prove this accessory exists outside of ASUS marketing?
This is the fourth run-around I've received so far so I do apologize if I sound a little skeptical.
Final Business Response /* (4000, 15, 2015/09/03) */
Dear Customer,
the VM42-S075V is the only version of the VM42 available within the U.S. which is all that I can view and advise on since we are ASUS North America. So, as far as what is available in other regions, we would have no data.
[redacted]
ASUS Customer Care

Initial Business Response /* (1000, 17, 2015/08/10) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
After reviewing the case, I have found that your correct in regards to the product was indeed manufactured...

with a WiFi/Bluetooth combo card.

The desktop support number I have is X-XXX-XXX-XXXX. Can you explain the type of issue you are experiencing?
best regards,
[redacted].
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 19, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Any Bluetooth device is not recognized by the ASUS computer. I don't know what is causing it. Neither did multiple technicians who researched the issue. Finally the last technician just down right lied to me to close the issue by stating that his records indicated my unit did not come equipped with Bluetooth.
Final Business Response /* (4000, 21, 2015/08/26) */
Dear Customer,
at this point I would like to have your PC come in for diagnostics and repair at our regional repair facility. I have supplied the RMA form and Fed Ex prepaid shipping label that I have sent to your email. The RMA number reads USX258C345 and can be tracked on the ASUS website.
http://www.asus.com/support/Repair-Status-Inquiry/
I also took the liberty of extending your warranty 90 days.
Final Consumer Response /* (4200, 23, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The PC and their other product lines (experienced first hand) are substandard along with the company's ethics. I got rid of the PC unit in question and bought a HP and am very happy. AEUS support staff will tell you anything to get rid of your support call. I don't want anything from ASUS just to warn the public of the quality of their support staff and the quality of their products. DON'T buy ASUS you will regret it.

Initial Business Response /* (1000, 5, 2016/04/01) */ Dear Customer, I apologize for any inconvenience or frustration this may have caused. However, physical damage is not covered under our warranty. A cracked screen will void the warranty, rendering the unit out of warranty. For an out of warranty...

unit the repairs need to be paid for how. I have some good news for you though. After looking into this matter for you, I was unable to locate the pictures of the damaged unit within our system. I was also unable to find the email that they were supposed to send to you informing you of the damage and that payment would need to be received in order for us to repair the unit. Being as the repair facility did not properly handle this case and you were improperly informed it would be repaired, I have approved a one time courtesy free of charge repair on your unit. If you would like to move forward with the a new RMA to have the unit repaired free of charge, please let me know. I will then setup the RMA and provide all the necessary information to you, along with a prepaid shipping label to cover shipping the unit back to us. I am again very sorry about this matter. [redacted] S. ASUS Corporate Customer Care Initial Consumer Rebuttal /* (2000, 7, 2016/04/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) good morning ,,,I am very happy with your decision to repair my unit free of charge since I was told differently by the rep., I am also glad as I enjoy asus products I own an asus laptop and I recommended my son to buy one also he has a fancy one where you can touch the screen and it flips completely and so I went on further and bought this model tablet because of my great experience with asus . I thank you for not turning your back on this customer who has supported asus products since the beginning, thankyou for your time and help with this matter and I will continue to buy asus products.

Initial Business Response /* (1000, 5, 2015/11/04) */
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/.
Now with that being said, I would have no problem setting you up for a replacement, especially being as you have had 2 failed repairs. I would be able to provide you a prepaid FedEx label to cover shipping the unit in to us as well. Please let me know if you would like to move forward with a replacement.
[redacted] S
ASUS Corporate Customer Care

Dear [redacted],
I have looked into your case and previous RMA and I do apologize that your product was damaged due to FedEx shipping.  After review of your request ASUS can not provide refund of the product purchased price nor the shipping fees, nor a new in box unit.
ASUS warranty does...

state that we do not offer refunds and ASUS does not offer new in box replacements, if a product must be replaced it would be replaced with a recertified product.
At this time ASUS is willing to cover shipping both ways and replace your damaged unit with either same model or different model recertified unit.  If you decline this offer the only other option ASUS would be able to offer is repair of the original unit.
Please let me know how you would like to proceed and I will work though the entire process with you to make sure you get a replacement product you are satisfied with.
ASUS Warranty Policy - [redacted]
Best Regards,
[redacted]
ASUS Corporate Customer CareTell us why here...

Initial Business Response /* (1000, 5, 2015/10/23) */
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.
I wanted to inform you as well that your files being deleted are expected if there was a reload of the OS and it is outlined in the RMA instructions and in the warranty terms and agreements that you are to backup your unit as we are not responsible for any data loss. I apologize if that was not pointed out to you by anyone yet, but it is stated in the emailed instructions you received for both RMAs.
You can read the full warranty disclosure in this link: http://www.asus.com/us/support/Article/681/
With that being said, what I would like to offer you at this point is a replacement. I can set you up for another RMA and provide prepaid label to send that unit in and we will replace it for you. If you would like to move forward with a replacement, then please let me know and I will get this all setup for you.
[redacted].
Asus Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 8, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept this offer if I am getting a new tablet. Can you please confirm that it will be new?
Final Business Response /* (4000, 10, 2015/10/28) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. Looking into this matter for you, I will not be able to confirm that it will be a new in box replacement. We normally replaced with remanufactured units. In the event that we do not have any remanufactured units of your model in stock, and we have new in box available, at that point you would receive a new in box. If we do not have stock of your model at all, we will offer a different model at that point. With that being said, please let me know if you would like to move forward with the replacement and I will get you all setup.
[redacted]
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 12, 2015/10/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
At this time, I think I will prefer to send in my tablet for repair and hope that this will be the final repair instead of taking a chance on a refurbished unit. If I continue to have problems, may I contact you for a replacement?

Initial Business Response /* (1000, 6, 2015/10/28) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. At this point I have intervened in your case and am taking care of this matter. I am currently still in the process of getting everything taken care of....

But I can ensure you that the board will either be located and repaired or you will be sent a replacement. I will get this sorted out for you and when I do, I will be sending you an email to your personal email address to keep you updated.
[redacted]
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/04/28) */
I apologize for any inconvenience or frustration this may have caused. I am looking into this issue farther and will be in contact again soon.
[redacted] M.
Asus Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/05/05) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
It has been three weeks since I submitted a complaint and 1 week since a representative from Asus stated that he is "looking into this issue" and "will be in contact again soon." Asus has failed to provide a substantive response to my complaint.
Final Business Response /* (4000, 14, 2015/06/08) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
We are willing to offer a model replacement and extend the warranty for the term you were with out the product.
Best Regards,
[redacted] M.
ASUS Customer Care
Final Consumer Response /* (4200, 16, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Asus failed to respond to any of the points in my last message. As I said in that message:
1) the Asus warranty contemplates the replacement of a defective computer with a new computer;
2) even if the warranty did not contemplate replacement with a new computer, a new computer is warranted here because Asus failed to abide by the warranty; and
3) Asus has not provided sufficient information regarding its offer - specifically, how long it is offering to extend the warranty for (2 weeks? 6 months?).

Initial Business Response /* (1000, 5, 2015/06/08) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
Unfortunately the desired resolution does not comply with the warranty you purchased with the product. 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.
What can be offered is to process an advanced RMA with Tracking (AWT). If there is stock available to replace the product, one motherboard will be reserved, we will generate you a pre paid shipping label and you will ship the product to us first, once the tracking number shows "In Transit" we will release the replacement to you.
You will receive another email to attach pictures of the claimed damage to the product. We will also need pictures of the packaging it was shipped to you in to add to your case.
Best Regards,
[redacted] M.
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You know what ASUS? I am going to make this easy for you. You just said ASUS' only responsibility to the customer is "hardware repair warranty services". In those repair warranty services you are to successfully fix/replace/whatever the customer's product while it is still under warranty. DO IT. Stop sending me broken and worse off replacements and calling it a job well done. At least uphold the meager regulations that you have set for yourselves.
I have already sent multiple e-mails to ASUS with pictures of the "claimed damage", and you should already know that I was requested BY ASUS THROUGH THE RESELLER (NEWEGG) to send the motherboard back yet again over a week prior to receiving this message! The damage was obviously caused by previous owner misuse, not shipping, and for some reason ASUS deemed it appropriate to send it to me as a successfully fixed motherboard. I even have textual proof, as well as verbal proof from as ASUS Customer Service Associate, that one of the motherboards that I received had already been sent to ASUS by a previous owner for its legendary "hardware repair warranty services" only to be held and sent to me afterwards.
I WILL NOT BE DROPPING THIS COMPLAINT UNTIL ASUS AT LEAST PERFORMS WITH THE BARE MINIMUM THEY HAVE SET FOR THEMSELVES AND DELIVERS ME A WORKING REPLACEMENT. STOP MAKING EXCUSES AND PASSING [redacted] BLAME, JUST DO YOUR JOB!
Final Business Response /* (4000, 9, 2015/06/22) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
Your pictures have been reviewed and we will begin the process for your service option mentioned previously. Please review the shipping instructions thoroughly.