ASUS Computer International

Initial Business Response /* (1000, 5, 2015/05/06) */
Dear Customer,
I sincerely apologize for the inconvenience, and we are currently reviewing your complaint.
Your complaint is definitely understandable, however our shipping instructions you were emailed at the beginning of the RMA process...


plainly state in writing the following:
Remove any screen protectors, memory cards, or 3rd party sleeves, cases or covers
o Do not include any accessories as they will not be returned or replaced. Customer is responsible for shipping expenses if requesting item(s) to be returned.
User manuals, software, original box, I/O shields, retention mechanisms / brackets, stands/bases for display products, CPU mounts / brackets
Non-ASUS products such as: CPU, Memory, After-market Heatsink / Fans, or other components, memory cards
Your exact shipping instructions will be attached for review.
Best Regards,
[redacted] M.
ASUS Customer Care

Dear [redacted],
 
ASUS very much apologies for any delays you have experienced with the repair process and our technical support.  After review of your RMA and repair notes the repair team did not find any issues with the product you sent to us.
Repair findings below.
Customer...

Complaint:
Customer state that his Wi-Fi issue was not resolve as it would shut off and his Wi-Fi issue was not resolve as it would shut off.
Repair Testing Memo:
Overnight connect WIFI from 7/11 to 7/12, WIFI never been disconnected, run stress for 12 hours unit doesn't shut off.
There is no trouble found, hold for NTF, STRESS TEST SCREENSHOT IS ATTACHED. (I have added the text below.)
[redacted]
 
Since the repair center was unable to duplicate the issues and was fully tested ASUS would not be able to replace nor refund the unit for you.  If a replacement was warranted then ASUS would replace with refurbished not new in box.  Please note refunds would have to be acquired via point of sale only as ASUS does not offer refunds per warranty terms.
ASUS full warranty terms can be found at this link - [redacted]
 
Best Regards,
[redacted]
ASUS Corporate Customer CareTell us why here...

Initial Business Response /* (1000, 5, 2016/01/04) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I do understand your frustration, however at this point the unit is 3 years out of warranty. With that being said, you would have to pay for the repairs...

upon sending the unit in for servicing. Now, as far as the issue you were having with the F9 recovery not working, your hard drive was most likely failing, thus the reasoning the recovery tool resulted in the crash. I do deeply apologize about this matter, however with the unit this far out of warranty and the troubleshooting steps that were taken being standard troubleshooting steps, there is nothing we can do for this matter. Outside of you sending it in for repairs, and paying for the repairs, you can purchase the recovery disk. We will not be able to send one out free of charge.
[redacted] S.
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regardless if the hard drive "was failing", the computer was in good running order before installing and running the recovery tool. With that being said, the computer could have ran another hour or another 5 months before crashing; in that case it would have been on me I would have understood. However, the tech told me to download and run the recovery tool, by the way, not even warning me this is what could possibly happen, and now my computer is done. All my pictures gone, my school work gone, and nothing can be done about it.
Since this has happened, I've spoke to people about it; their response back to me were "that's your first problem, you bought an Asus". Or "I wouldn't have bought the Asus computer to begin with, they're horrible". With my own opinion I'm starting to see why.
I do not accept the resolution and I will never do business with Asus again.
Final Business Response /* (4000, 9, 2016/01/11) */
Dear Customer,
I am extremely sorry about this matter. However with your unit being this far out of warranty, an out of warranty repair with payment for the repairs would be the only option for getting this resolved. I can provide you a prepaid label to cover shipping the unit to us, but you would be required to pay the full repair cost. I again apologize for this situation.
[redacted] S.
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/11/19) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I am very sorry for the confusing information you were receiving over this matter. I have a feeling those technicians might have been giving you an update...

on your other RMA as all of those dates and status of repair you were informed of, coincide with your other RMA on your graphics card. The reasoning your motherboard is being quoted for customer induced damage is the scratch on the board. I am very sorry about this matter, but you can either pay for the repairs and we will waive the shipping costs, or you can just have us return the board to you. Please let me know how you would like to move forward.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I called I gave my RMA number for my Motherboard not my GPU. I Only mentioned my GPU RMA Number once I was told the status of my motherboard. If you are telling me the people you employ are so incompetent they cant give me Information regarding a given RMA number the this is alarming. This is also a completely different story or idea of what happened, again the mother board was not scratched or damaged in a any way it literally would not post and gave the error coded 00. Other then that the board was immaculate, I am disappointed in the service and the unwillingness to fix a problem caused during repair. Its clear your company would rather blame a customer for your technician mistake then own up to it. If you refuse to replace the board your people either lost or damaged then send it back to me.
Final Business Response /* (4000, 9, 2015/11/23) */
Dear Customer,
I was not saying that is what happened as I would not know exactly what happened and how those technicians provided you the information they did, as I am not them. I was just trying to understand the confusion and providing a possible idea. Upon further review, I have decided to go ahead and waive the repair fee for you. With that being said, we will be repairing your board free of charge. I have already reached out to them and let them know how to handle this matter now. I am not sure how the damage happened exactly, but regardless, I want to get you a working board. Please let me know if you have any further questions or concerns.
[redacted].
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 11, 2015/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would like to thank you a million times over. I simply wanted to be heard and for someone to understand the frustration I had experienced with this ordeal. I appreciate your timely response, and thank you for bringing this confusing nightmare to an end.

Initial Business Response /* (1000, 5, 2015/12/01) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. At this point the unit is almost 2 years outside of the manufacture's warranty. I deeply apologize for this matter, but in order to get this issue...

resolved, you would need to send the unit in for an RMA for our repair center to take care of this issue for you. With that being said, as the unit is almost 2 years outside of the warranty, it would be an out of warranty RMA, and you will have to pay for the repair. I can set this all up for you and even provide you a prepaid FedEx label to cover shipping the unit in for the RMA. The repair center will assess the unit and then email you a quote for the cost of repair. You can pay it and we will do the repairs, or you can choose not to pay and we will ship it back to you. I am again very sorry about this matter.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/12/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had notified your company of the missing recovery partition when I received it back from from the repairs your company did. There was no damage to the laptop, just missing software. Like I said, I was in the middle of taking online Bachelor courses and NEEDED the pc to do my school work. So I wasn't able to return it only for a recovery partition to be reinstalled. It would not been like this, if the repair that I sent it in for was done correctly the first time. As I do appreciate the offer of the free shipping, all I want is the recovery that it should have come back from repair with. Plus, I now when you guys get it you will want to charge me for other items and labor. I'm sorry, but all I want is the recovery software it came with. You have all the information you need. You should as I do, have all the emails back and forth with your company. I don't have a copy of the phone conversation I had with your rep, that told me that nothing could be done for me. I will forward all of my emails to Revdex.com as soon as I have a place to send them.
Thank you
Final Business Response /* (4000, 32, 2016/01/26) */
Email Sent Directly To Customer:
Dear Customer,
I have just been informed that it has been approved for me to setup an RMA for you to send the unit in for a one time courtesy free of charge repair. Please let me know if you would like to move forward with this and I will get you all setup and provide you a prepaid shipping label for sending the unit in to us as well.
[redacted].
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 34, 2016/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has held up to their offer to repair the laptop free of charge for this one time. They did try to help by sending me recovery discs but they failed to rectify the problem. All I asked them to do was to supply me with the recovery portion of the HDD that was supposed to contain the recovery partition, that was not contained on the HDD when returned to me after the repairs they had made during a warranty repair.
I thank them very much in taking care of the situation.

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.
We are willing to offer a repair free of charge as a one time courtesy to resolve the complaint. The...

customer will receive shipping instructions and a pre-paid shipping label.
Best Regards,
[redacted].
ASUS Customer Care
Initial Consumer Rebuttal /* (2000, 9, 2015/08/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If the company lives up to the response I would be very satisfied. I understand they are unlikely to refund my purchase price. I hope for more than 4 months of service after a $200 repair on a $270 device.

Initial Business Response /* (1000, 5, 2015/05/22) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
I am looking into this issue further and will be in contact again soon.
best regards,
[redacted]...

M.
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 8, 2015/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am responding as Revdex.com has stated it is necessary to respond for this case to continue further. I am stating that I do not accept the response from the business because there has been no resolution yet. I will eagerly and patiently wait for a resolution but please keep in mind it has been almost 2 weeks since the case has been opened. Thank you.
Final Consumer Response /* (3000, 36, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The complaint will not be resolved until I receive the product back in working condition. Please make note that asus has sent me an email at 9:12pm on 11/22/15 with a copy of a bill in the amount of $218.16 stating
"Your RMA was received on (11/17/15); however there is a delay in processing as the unit is Out Of Warranty.
Payment will need to be processed no later than (11/25/2015) in order to prevent your RMA from being returned unrepaired on the fourth business day (11/26/15)."
Please also make note I have no intention of paying any service charges.
Final Business Response /* (4000, 38, 2015/12/09) */
Dear Customer,
At this point it appears your unit was received by you over the weekend on Saturday(XX-XX-XXXX). Please let me know if you are having any issues with the unit or have any further concerns regarding this case.
[redacted] S.
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/06/01) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
Can you please respond with pictures of the stated damage in your complaint. I will attach the image(s) to...

your service case and we will be able to provide some options once we have received those.
Best Regards,
[redacted] M.
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The digitizer is defective, how do I take pictures of this? It's internal... There are micro scratches all over the unit too, on the back and glass. This is how it came. They don't really show up well in photos.
Final Business Response /* (4000, 9, 2015/06/15) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
Please send us your best attempt to get the claimed damage for documentation. Our procedure requires a picture for review before our systems will allow us to process the next step in the process.
Best Regards,
[redacted] M.
ASUS Customer Care
Final Consumer Response /* (4200, 11, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is their way of blocking any support. They are asking me to take a photo of the defective digitizer that is inside the unit. It's like asking someone to take a photo of air. They do this on purpose because they no you can't provide the requested photo.

Initial Business Response /* (1000, 5, 2015/10/27) */
Dear Customer,
For this matter, I would like to offer you a free of charge repair. Even though you are a year outside of the warranty at this point, I will go ahead and honor a free of charge repair for you. I will set you up for the repair...

and provide you a prepaid label for shipping the unit in to us. Please let me know if you accept this offer. I will be more than happy to get you all setup for this.
[redacted]
Asus Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/10/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your offer to repair my Nexus 7. I will accept your offer, under the condition that the repair be guaranteed in some way. In my time spent researching researching this issue (before filing the Revdex.com complaint), I've read of various instances from other customers who had their device repaired & still had this issue persist. If the repair cannot be guaranteed, then Asus should offer to replace the unit instead.

Dear Customer,
Please be advised I have only responded to your complaint once and that was back in March. You never responded to that so the Revdex.com closed your case. I am assuming you have reopened it at this point. Looking into your latest RMA, the unit has already shipped out back to you at this point and you have been advised of this. You had also informed us after it had shipped that you had a new address so you were informed to contact FedEx to have them hold this unit for you for pickup at the closest facility to you.
It appears that this was just a standard RMA and the unit was repaired. I do apologize for that as I had previously offered you a new in box replacement a few months ago, and never got a response, therefore I was not aware you wanted to move forward with that. So if for any reason you have any issues with the unit after these, please respond this this complaint and let me know. We can move forward with a new in box replacement at that point.But again, for that to happen you need to reply to this complaint and inform me. If you call in to normal support line, they will not be able to do that for you in any way. That is why this latest RMA was just a repair. 
[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 satisfactory to me.
Please have Mr [redacted] start the process.  I can no longer spend hours and hours on the phone dealing with this.  Sincerely, [redacted]

I just got the computer back from second attempt to repair, more components replaced.. Touch pad problems remain. I will accept your offer to replace this computer as it seems unrepeatable.

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.
Thanks,
[redacted].
Asus Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/05/01)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue is not resolved. There is no time frame given of when this issue will be resolved. All the response says is that they will be in contact soon. They have had 2 weeks to look into this issue. I would like it to be resolved.
Final Consumer Response /* (4200, 11, 2015/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not sure how you are wanting me to attach pictures I do have pictures of the damage. My screen is separated on the and slightly on the side of the tablet portion. To me it looks like the repair department broke it when they were taking it apart and now it doesn't snap back together like it originally came. I have seen repairs done on full laptops and know that there is a front and back to the "screen area" of the computer. You can see that it is separated from the back plastic and the screen glass and it wont just "snap" back together. There is no way that I can attach pictures to this response but I do have them and the Revdex.com has my contact information along with your company. Feel free to contact me and I will gladly send over the pictures. But I want this issue resolved. Its been over a month since this has been filed and over 2 months since my transformer book was sent in and then returned broken.
Final Business Response /* (1000, 19, 2015/10/23) */
Dear Customer,
I am contacting you in regards to your Revdex.com case. I am wondering where we stand on this matter as it does not appear you were ever setup for an RMA to get this issue resolved for you. I deeply apologize for the delay on this. And if you are still wanting to send the unit in for everything to be repaired free of charge, please let me know and I will be more than happy to set this up for you. As far as the pictures go, you can attach them in a direct reply to this email. And I notice you have 2 units, please provide the serial number of which unit this pertains to as well. I am again very sorry about this matter.
[redacted].
ASUS Corporate Customer Care

Dear Customer,
I am extremely sorry for all of the issues you have had thus far. Looking into your case and speaking with my superiors, I was informed we will not be able to send you a battery. However, I can setup a new RMA for you to send that unit back to us and them replace the battery and...

double check everything else for you as well. Of course at no cost to you, I will even provide an overnight FedEx label to get you taken care of as quickly as possible. Does this sound like a suitable solution to you?
[redacted]
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/09/09) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter. I am not certain that this is true. To my knowledge, we do have a process for providing you the original...

product key for your OEM copy of Window 8. Please allow for 48hrs for me to ascertain this information and I will find out one way or another.
[redacted]
ASUS Customer Care

Dear [redacted],
I do apologize for the issues you have experienced.
The link you provided has been removed unfortunately and is now a dead link.  However when you google search the model this is the first item that you see in the results.
About 938 results (0.51...

seconds) 
Search Results
ASUS Vivobook S S510UA-RB51 15.6-inch FHD Intel i5 7200U 8GB ...
[redacted]
1.    
$699.00 - ?In stock
The ASUS VivoBook S510UA is the perfect meeting of beauty and performance. ... Powered by an Intel® Core™ i5-7200U processor, 8GB DDR4 RAM, and Intel HD Graphics, the VivoBook S510UAdelivers ultra-smooth visuals with no hiccups. ... The ASUS VivoBook S510UA is thinner and lighter than ...
 
I am sorry, however you are mistaken on the CPU as it is not an I7-7200 but an I5-7200.  Please see below for full specs of the unit you wish to purchase which is $699.00.  These specs are from our sales data.
Model Name
S510UA-RB51
Series
Vivobook S
Region
USA
Category
NB
Retail/Channel
Retail
MSRP
$699.00
Color
Gold Metal
Touch
No Touch Screen
LCD
15.6" FHD (1920*1080), matte
CPU
Intel Core i5-7200U 2.5GHz (Turbo up to 3.1GHz)
Memory
8GB DDR4
VGA
Intel HD
HDD
1TB (5400 RPM)
ODD
No Optical Drive
OS
Windows 10 (64bit)
WLAN
802.11AC
Web Cam
VGA Camera
Bluetooth
Bluetooth 4.1
Keyboard
Illuminated Chiclet Keyboard
I/O Ports
1x Headphone-out & Audio-in Combo Jack; 1x HDMI; 1x USB3.1-Type C(Gen1); 2x USB 2.0; 1x USB 3.0
Card Reader
SDXC
Battery
42WHrs, 3S1P, 3-cell Li-ion
Removable Battery
N
Energy Star
Y
EPEAT
N
In Box
FingerPrint
Expansion Slots
2x Socket (one slot installed w/ 8GB, one slot open)
 
This unit is available currently at B&H Photo one of ASUS resellers.
[redacted]
 
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer CareTell us why here...

Initial Business Response /* (1000, 5, 2015/08/31) */
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.
[redacted]
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Due to the return policy of the merchant, this phone cannot be returned. ASUS should not be charging any processing or other fees to replace defective phones. Please explain why it makes any sense for a customer to have to pay more money because ASUS produced a defective phone and they were unlucky enough to purchase it.
Final Business Response /* (4000, 9, 2015/09/02) */
Dear Customer,
the processing fee is for required for advanced replacement service and not for the standard RMA option. This is a service that provided upon the customers request. All units sold pass * rigorous quality assurance process, so it is inexplicable as to how you received a defective unit. However, the warranty policy for that product exists for your protections in such case. We offer the advanced replacement option as a courtesy.
[redacted]
ASUS Customer Care
Final Consumer Response /* (4200, 11, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Both the email and phone reps told me that since the original repair attempt failed, replacement with a $25 processing fees was the only option left. You deny it is possible that ASUS could possibly produce a faulty product, and you deny that there are any shortcomings with your warranty service. It is clear to me that ASUS does not stand behind its products, nor does it support its customers. After many years of being a loyal ASUScustomer, I most likely will not buy ASUS ever again.

Initial Business Response /* (1000, 5, 2015/12/08) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. After reviewing your case and call records, I have approved a one time courtesy free of charge repair. As you were not informed you were out of warranty...

or how that situation would work if you were not within warranty. I reviewed the call where you were directly told it would be repaired or replaced. So I have contacted the facility and informed them to please waive the repair fee and repair the unit free of charge. Please let me know if you have any further questions or concerns and again, I am very sorry about this matter.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/12/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Mr. [redacted],
I very much apologize for the issues you have experienced.
I was advised as of yesterday the repair team was unable to repair the product so they will be replacing it.  Please be advised that to process out a replacement the turnaround is 7-10 business days before the replacement will ship. 
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care

I think it's just an excuse to refuse warranty obligation from the manufacturers, the box of the phone clearly states us warranty, the product it's within the warranty period. I never heard of different zones for different warranties. Complaint: [redacted]I am rejecting this response because: the manufacturers had obligation to cover for the warranty just like they state in their products. Sincerely,[redacted]