ASUS Computer International

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, 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, 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

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.

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, 2015/08/10) */
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.

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, 2015/09/15) */
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, 
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, 2015/08/28) */
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

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]

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 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is "somewhat" satisfactory to me. However, I must be honest to say that the company has tolad me those same words every time I've contacted them for the last two months, which is how long they have had possession of my computer at this point. As a note, I just want to say that I WILL be contacting you again if I have to wait another week or so to get some kind of tracking number, or if they do not fulfill the statement that was made here today!Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2016/01/04) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. However your unit had a one year manufacture's warranty from the date of purchase. At this point your unit is long out of that warranty. If you unit was...

still in warranty, we would be repairing it under warranty free of charge. Being as you are no longer within the warranty, the unit is no longer covered. Your only option to have the unit repaired by ASUS, is an out of warranty repair where you would pay for the repairs. I do deeply apologize about this matter.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These issues began in March of 2015. I know it was out of warranty then, but with all these new issues coming to light, and the fact that Microsoft believes one of the memory sticks has never worked tells me that it was sloppy manufacturing on your part. All I want is a computer that I can be confident that it works. All I have now is an $1100 paperweight.
Final Business Response /* (4000, 9, 2016/01/21) */
Dear Customer,
I deeply apologize for this matter and completely understand your frustration. However, all we are able to do in this situation is have you send the unit in for an out of warranty repair. Which would require you to pay for the repairs. Due to the situation, I can provide you a prepaid label to cover shipping the unit to us and I can ask the repair facility to reduce the repair quote as much as they can by waiving some of the fees for you. I would not know what we can reduce it to, without the unit being assessed and knowing the final price for the repair. So, with that being said, I can set you up to send the unit in and have the repair reduced as much as I can. I cannot however have it repaired free of charge. Please let me know if you would like to send it in for a reduced repair.
[redacted].
ASUS Corporate Customer Care

Complaint: [redacted]I am attaching the files requested in the response, a picture of the back and the proof of purchase from [redacted]. 
 
The photo of the back doesn't have the white sticker where the serial number was because when I saw that it was just blank white, I peeled it off to see if a serial number was underneath it.  
Sincerely,[redacted]

Dear Customer, 
Allow me to apologize on behalf of ASUS for any issues you are having with your ASUS product. Looking into your case and your communication with us, I do not see anywhere we you have stated you have tested your CPU on another motherboard to confirm it is not your CPU that is...

the issue. As the CPU has the memory controller built in and that is what controls the DIMM slots. So, this issue very well could be the CPU and I strongly suggest testing another CPU on this motherboard or testing your CPU on another motherboard to see if the issue persists with the CPU or the motherboard and then we will know for sure what the issue is. 
If you can please do this and confirm if it is the CPU or the motherboard, and then let me know, I will be more than happy to provide you a replacement if it happens to be the motherboard. Just let me know how the testing goes and I will be here to help you whichever way we may have to go. 
[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.