ASUS Computer International

Initial Business Response /* (1000, 7, 2015/07/31) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
It is possible that future firmware versions will bring back this feature.
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.
Also, all of our products specification pages have disclaimers stating "All specifications are subject to change without notice. Please check with your supplier for exact offers. Products may not be available in all markets."
Best Regards,
[redacted].
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 9, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After struggling with your technical support staff, outside of this Revdex.com complaint, they offered to take in the router and send me the same exact product with the same exact problems. Not only does that not help me, or the fix the problem, but they told me to seek out DD-WRT firmware to fix the problems. DD-WRT does not work properly on this product either. So, you basically sold me a product that does not work, and it is past the 30-day return policy. I do not have funds to seek out legal counsel regarding this terrible business practice of yours, and I do not accept your resolution. Find a way to fix this for me, talk to a supervisor if you have to, or escalate this. These options you have provided are not solutions to this problem.
Final Business Response /* (4000, 11, 2015/08/14) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
The feature has been removed until further notice. Please watch for new firmware updates that may add this feature.
Final Consumer Response /* (4200, 13, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please provide a solution to help me with this. Nothing you said has helped or is a solution of any sort. Your product is not as advertised, and has poor performance. There's absolutely nothing you can do?

Email Sent To Customer Directly:
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 have requested that we replace your unit and not wait on the parts and they...

have offered the below replacement. Please let me know if that would be an acceptable replacement and if so, I will do everything I can to get the replacement shipped out overnight asap. Reference [redacted]Model_Name Q503UA-BHI5T16Color BlackTouch YesLCD 15.6" FHD IPS TouchCPU i5-6200UMemory 8GBVGA UMAHDD 1TB 5400ODD NoneOS Windows 10 PremiumWLAN 802.11AC(Intel)+BTWebcam 1.0MP Array WebcamBluetooth YesKeyboard BacklitI/O Ports HDMI, 0 x USB2.0, 3 x USB3.0 , Type C PortBattery Prismatic, 572 mins [redacted]Asus Corporate Customer Care Team/Escalations Specialist

Dear Customer, I completely understand your frustration at this point and I deeply apologize you have had such a bad experience. I have been emailing over and over about your case and have now gotten everyone involved that I can to get this replacement shipped out asap. I am doing everything I can for you to get this done. You should be receiving an email when it ships out with the tracking number. [redacted]. ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/09/14) */
Dear Customer,
the warranty policy on the accessories is the same as the unit itself. Everything is covered for one year. I have created the RMA for the return and sent a Fed Ex prepaid label. Please read the RMA instructions thoroughly before...

return.
[redacted]
ASUS Customer Care

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/08/28) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter. I see by an internal case number that you were able to get through to support on 8/22. If you are still...

experiencing issues, the correct number for support would be X-XXX-XXX-XXXX, the chose options 2, 5 and then 3 for wireless router support.
[redacted]
ASUS Customer Care

Initial Business Response /* (1000, 10, 2016/01/25) */
Email Sent To Customer Directly:
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I am contacting you in regards to your Revdex.com complaint. At this point looking into your case, I would like to offer you a...

brand new sealed in box replacement unit due to all of the issues you have had thus far, which should not be the case. I understand you are asking for a buy-back, however, 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.
So again, with that being said, at this point, I can offer you a brand new sealed in box replacement. If we do not have your exact model, we will offer what we have available, which is normally a slight upgrade of some sort. Please let me know if you are ok with a brand new replacement and I will contact the facility and get the ball rolling for you.
[redacted]
ASUS Corporate Customer Care

Dear Customer, 
I have forwarded your information to my superiors to have them reach out to the rebate company we use and get this settled for you. Normally this is resolved within 2 business days. 
[redacted] 
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/08/10) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
Being that you have had the experience you have had, we will offer a replacement if we have the stock...

available. The customer will be required to send it in again to have the item diagnosed, once the item is here, the reserved stock will be sent to the customer.
Best Regards,
[redacted].
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted],
I will only accept a replacement. You worded your reply to me carefully to include "if", which indicates that if Asus does not have stock of the model, that I will not get a replacement.
When I mentioned "equal or better", I expect equal or better, therefore if equal is not available, send a better laptop. Heck - after wasting countless hours of sending this pile of junk to your repair depot 3 times and hours on the phone and being laptop-less for months, you should of offered me something a different better model for this terrible experience with your company.
I will ask to reply to me without the word "if" so Asus cannot weasel its way out of a replacement by claiming no stock is available and then, I will close this Revdex.com case.
Final Business Response /* (1000, 16, 2015/10/29) */
Dear Customer,
According to our records, your unit was replaced under RMA CAAXXXXXXX. And the unit was received back and signed for by you under Purolator tracking number XXXXXXXXXXXX. It does not appear you have contacted us since then so I assume everything is going well with the replacement. If that is not the case, please let me know.
[redacted]
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 18, 2015/10/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Issue finally resolved.
@Asus - In the future, a customer should not have to wait several months and spend hours upon hours on the phone to get an issue like this resolved. As a result, you have lost a customer forever and I assure you that I will never buy an Asus product again.
Why can Dell and Lenovo resolve my issues in 5-10 min over the phone and send a tech to my house with parts (or a new system) and you can't?
Instead, you (Asus) make it as difficult as possible to resolve an issue with your products and hope that the customer will eventually give up and stop calling, otherwise, why would you make customers have to spend a ridiculous amount of hours on the phone and wait months for resolutions?
Anyways, I am happy this is finally resolved, but you should really rethink your business platform.

Complaint: [redacted]I am rejecting this response because:Laptop was not repaired when I sent it in. It was returned to me with the very same issues I sent it in for- the laptop died again after turning it on for 9 minutes. Do not ask me to send a "detailed problem description" when I sent a very detailed one the first time. I was told on 8/24/17 that "What's happened to you is unacceptable and against company policy. Let me pass you (sic) case to supervisor to see if there is anything extra we can do to help." This was per the chat helpline. I was told a supervisor would contact me within 24-48 hours. No one ever contacted me!! After my experience with this Asus product I read many reviews and complaints stating the same experiences I had. It is not acceptable to play this send it back and forth game with their defective products. I will not purchase another one after this experience.Sincerely,[redacted]

Dear Customer, 
I am extremely sorry about this matter, please provide me the below information and I will pass it along to my superiors to get this sorted out for you. They normally get rebates approved within a day or 2 of me sending them the information. 
Your name used for...

rebate: 
Rebate tracking number: 
Full product model: 
Rebate amount: 
Please let me know if you have any other questions or concerns. 
[redacted] 
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/08/11) */
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.
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.
Currently we show no record of any past services, can the customer provide any case numbers or RMA numbers to reference. The personal information the customer gave yields no results.
Best Regards,
[redacted].
ASUS Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I apologize, but somehow this complaint was directed to the wrong company entirely. I will contact Revdex.com on how to get this fixed and I apologize for taking up your time.

Initial Business Response /* (1000, 5, 2015/09/15) */
Dear Customer,
the one RMA that I show for you in our system closed on 2014/01/28. You paid for repairs on that RMA. The warranty for that repair was 90 days. If the unit was still having issues after the repair, then an RMA would have...

had to have been created within those 90 days to avoid any additional costs.
[redacted] Z
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called back just outside that period (I didn't remember the window but it wasn't long). I explained that the same thing happened and the agent offered to create a new RMA but repairs would not be covered. I was not going to spend another $170 to fix it, considering the previous fix only lasted a few months, so I didn't send it in. After seeing all the other complaints I realized this is not an isolated issue. It was my understanding that this second call was documented so you could substantiate what I wrote. I can understand how this "proof" may not be available to you. A new tablet that is comparable (with keyboard)is now $200 (http://www.bestbuy.com/site/asus-transformer-book-t100taf-10-1-intel-atom-32gb-...⇄ An acceptable resolution would be if Asus gave us $100 toward the one in the link above. I say $100 because reviews on it still show 8% of people complained about the same problem (won't boot). I'd take that risk for $100 because I did like the product (when it worked).
Final Business Response /* (4000, 24, 2015/11/05) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. But as you were informed prior to sending the unit in, there would be charges for an out of warranty repair. I see you are saying you had an issue with the unit only 4 months after paid repair. I deeply apologize for this matter, but our repairs only have 90 day warranties on them. Being as you are long past that 90 day window after the last repair, you are not within that warranty. Thus the reasoning for the repair quote on this RMA.
[redacted] S
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 26, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
You are missing my point. I know it was out of warranty and that I'd have to pay for a repair but you wanted to charge me more for a legacy part than what an entire new unit costs! I don't care how old the unit is, you didn't manufacture the motherboard for my unit, you had it in stock. You took advantage of my situation. I was not looking for something free but if a new unit is less costly why wasn't I given that option? You still get more money from me but I get a new product. Most companies offer to replace items with new if it's more economical. You won't even consider that.

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. Your Revdex.com complaint has been received; however, there is a delay in processing due to the concern of your...

warranty extension.
Please provide your proof of purchase so that we can verify your warranty status. The receipt/invoice will need to display the:company's logo, date of purchase, cost, serial and/or model number of ASUS product and it will have to be a PDF or JPG file. Unacceptable forms of proof of purchase are: bank statements, screen shots, forwarded e-mails, copy & pasted e-mails. Please attach the document to your next reply.
Best Regards,
[redacted] M.
ASUS Customer Care
Best regards,
[redacted] M.
ASUS Customer Care

Dear Customer, 
Looking into your case, I see you are covered with the ADP warranty that covers cracked screens and you are well within the time-frame of the warranty as well. It appears you have already reached our RMA department yesterday and been setup an RMA for repair. So, you should be...

all good to to. Please let me know if you have any other questions or concerns throughout this process. Or if you run into any more issues and I will be sure you are taken care of. You can keep this email on file to reach out to me at any point for help. 
[redacted]. 
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/12/29) */
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, we can do an RMA for new in box replacement or possibly another model. Under the last RMA your unit was replaced with a refurbished unit. At this point I can set you up for an RMA for a new in box replacement or possibly see if we have another comparable model or possibly even a slight upgrade available as a replacement for you due to the fact your are having issues with this replacement unit. If you would like to move forward with an RMA for replacement of new in box same model or possibly another model, please let me know and I will get everything going for you. I am again very sorry about this matter.
[redacted] S.
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Then we request a New Model,not something that has been returned and "fixed". Which I believe is the case with the system we have. I am tired of having to deal with your company and I want this resolved NOW and for the LAST time.
Final Business Response /* (4000, 9, 2016/01/14) */
Email Sent To Customer Directly:
Dear Customer,
I am reaching out to you in regards to your Revdex.com complaint. I have replied with same message on the Revdex.com site as well. Looking into this matter for you, we do not have any new in box stock of your exact model. However, we do have the below model available as an upgrade. This upgrade would be a new sealed in box replacement. Please let me know if you accept this offer.
Part No 90NB04X5-MXXXXX
Model X553MA-DH21TQ(WX)
Total Memory Size 8GB
Memory Type DDR3L
RAM Speed 1066MHz
Maximum Memory Supported 8GB
Monitor Specifications
Screen Size 15.6"
Touch Screen Yes
Maximum Resolution 1366 x 768
Processor Specifications
Processor Brand Intel
Processor Class Pentium
Processor Type Quad-Core
Processor Speed 2.16GHz
Processor Number N3540
Notebook Specifications
Condition New
Operating Systems Windows 10 Home 64-bit
Platform Laptop
Hard Disk Drive Specifications
Capacity 1TB
Drive Types HDD
Hard Drive Speed 5400 RPM
Graphics Specifications
Graphics Intel HD
[redacted] S.
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 11, 2016/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Let me know when I will receive the fed-ex label to return the existing computer and when I should expect the replacement. The e-mail address that you should have on file is [redacted]@yahoo.com.

Complaint: [redacted]I am rejecting this response because:I rejected the first response and this second response is the exact same thing from the company. They do not in any way want to address what my issues are.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/09/22) */
Dear Customer,
the reason you were quoted is because of the scratch. It was not quoted just because their was a scratch, it really has to do with where the scratch occurred. The scratch happened around a grounding point for the board and...

the trace that carries electrical current through the board was damaged. Trace damage is unrepairable and is directly related to the issues you were experiencing. So as you can tell, the scratch is in no way superficial, hence the reason you were quoted for the replacement cost of the board.
[redacted] Z
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 9, 2015/09/22) */
[redacted]Document Attached[redacted]
Also, in the past 3-4 weeks that I have been in contact with Asus during this RMA process, NEVER ONCE did they mention that the scratch is the cause of the electrical problems. Please see attached dispute history dialogue I had with [redacted] at their RMA department. I ask repeatedly if the scratch on the motherboard is the cause of the electrical problems. They NEVER answer that question. It is very suspicious that now that the Revdex.com has gotten involved, that is their response.
Final Consumer Response /* (3000, 15, 2015/09/24) */
[redacted]Document Attached[redacted]
As you can see in my conversations with them, for almost a month, I have been asking Asus to provide ANY more additional pictures regarding the damage. They continually ignored these requests and the only additional picture they sent was the same picture they originally sent me, except in better resolution. Now, after a month of having my motherboard in THEIR POSSESSION, they JUST NOW sent me an additional picture of "damage". How is it that they did not find this "damage" in A MONTH of inspecting my motherboard repeatedly? Also, why would I continually ask Asus to keep inspecting the motherboard for any other damages if I had done any damage to it? Additionally, I will attach this new picture which has arrows supposedly pointing to some damage, but comparing it to pictures of new motherboards, I can't see any difference, so what damage is this new picture pointing to?
I will also attach an email I received from the Asus Customer Loyalty department and even their own representatives could not understand how the damage shown in pictures could cause electrical failure.
This is ludicrous that after repeatedly asking for cause of damage, Asus only provided ONE picture that had nothing to do with power failure, then after complaints to the Revdex.com they somehow found NEW damage to blame the electrical failure on. They also provided this "new damage" AFTER I informed them that I had several independent computer hardware repairmen conclude that the damage shown in the original picture could not have been the cause of electrical failure that I was having.
In the month that Asus technicians have inspected my motherboard, they have physically touched that motherboard more times than I have, since all I did was install it, then take it out to send to them. I don't want to insinuate anything, but lets put the following facts together: 1) Asus did not find any other damage and could not provide any additional pictures of damage for almost a month of having my motherboard, 2) Damage shown in original picture was not cause of electrical failure, 3) After a month of inspecting motherboard and finding no additional damage, Asus just now found "new" damage in order to explain the warranty denial. This is terribly unfair to consumers who have put their trust in a company to uphold their warranty guarantees.
Final Business Response /* (4000, 18, 2015/09/29) */
Dear Customer,
At this point we have replaced your unit and the replacement has already been shipped according to our records. The FedEx tracking number of the outbound shipment is XXXXXXXXXXXX.
[redacted]
Asus Customer Care

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 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. I will see what we can do you bypass [redacted] technicalities surrounding the rebates. Did you receive a...

rebate tracking number? Could you attach the copies of the invoice you sent to your Revdex.com case?

[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.)
As I do not feel this matter is yet resolved, I'm choosing no.
There is no location in which I can upload to the Revdex.com a copy of my original paperwork. My rebate tracking number is:
XXXXXXXXXXXXXXXX
To date I have been extremely dissatisfied with Asus. I attempted to file a compliant online with the company was was told by a [redacted] in escalations to speak with the Rebate Department. After I explained I already had, the same answer was returned to me: Speak with the Rebate Department. Upon trying to call to speak to someone to file a compliant, I had one supervisor tell me to hang up and call the same number I had dialed to get to her and after I tried explaining to her I had and then asked for someone who spoke English (I could barely understand her!) She hung up on.
When asked to file a complaint with the Rebate Department, they told me to contact Asus. I've been having pass [redacted] parcel played with me and had to listen to numerous broken records in rebate telling me my invoice was not an invoice (no matter that the Merriam-Webster dictionary defines an invoice as A document that shows a list of goods or services and the prices to be paid for them. Requirements my invoice met.).
I want my $20.00 rebate and maybe the 5.54 I paid for priority shipping to resubmit my paperwork with a tracking number in hopes that the rebate department will accept the new paperwork.
This whole thing is utterly ridiculous. I've had the worst customer service I've ever received. It's the customers who keep the company in business and the call center people have jobs to handle the call center. They are being paid to talk to the customers. Customers are not paid to call and talk to the call center with issues. We should have our time valued.
If you would a copy of my original submitted documentation, you can email me at [redacted]@yahoo.com for it.
Sincerely,
[redacted] A.
Final Business Response /* (4000, 10, 2015/09/04) */
Dear Customer,
please re-check the rebate tracking number XXXXXXXXXXXXXXXX at this link: https://asus.4myrebate.com/Claim/Tracking You should see that it has been approved.
[redacted]
ASUS Customer Care
Final Consumer Response /* (2000, 12, 2015/09/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The approval of my rebate is acceptable. In the future I suggest making sure all rebate forms are extremely clear on the type of paperwork they want.