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

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, 2015/05/22) */
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, 2015/12/29) */
Dear Customer,
It appears there is a big confusion on this matter. At this point your unit still has warranty until one year from your date of purchase. So you still have warranty until September of next year. After speaking with Ashley...

regarding this matter, it appears there was some confusion on this matter. What she was informing you is that we would not be able to give you a full one year warranty on the replacement unit. She was informing you at the very most we would be able to do a 6 month extension on the replacement. The replacement unit will hold the remainder of your warranty. It will not be any less than the original warranty. However, due to this situation and the confusion on this matter, I have no problem altering the warranty on the replacement to being one full year from the date you receive it. However, in order for this to happen, I will need to know when you receive the replacement so I can make the changes to your new serial number in the system. I am again very sorry about this situation. If you would like to accept my offer of the one full year warranty, please let me know. As far as a buy back of the unit goes, that is not something we will be able to do. We do not do any refunds or any types of monetary compensation.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Assuming that the company comes through on their agreement, which is to give me a 12 month warranty starting from when I receive the replacement unit, I would then agree with the response. I have not yet received the replacement unit nor received the restated warranty at this present time Jan 4, 2016.

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.

Complaint: [redacted]I am rejecting this response because:
I have already responded 3 times.Sincerely,[redacted]

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.

Complaint: [redacted]I am rejecting this response because: I have asked [redacted] to call me and he has not done so as of yet so we may discuss this issue further rather than in an email because it is a very detailed problem and it needs to be discussed in a phone call not in an email.  He knows about calling me but as of yet has not done so.Sincerely,[redacted]

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, 2015/09/09) */
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

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]

Email Sent Directly To Customer: 
Dear Customer, 
I am reaching out to you on behalf of ASUS regarding your Revdex.com complaint. I apologize for any inconvenience or frustration this may have caused. Looking into your case for just a few moments I have seen you have been informed some not very...

clear and straightforward information so I will try to clear this up a little better for you. 
First off, our QVL is in no way the full and final list for all supported RAM, it is simply just a list of RAM we have tested and know for sure 100% will work. It is very very possible your RAM will work just fine as we have most likely not tested a full 64GB configuration of your exact model of RAM. As sometimes we only test a 16GB or 32GB set of a certain model of ram and not all sizes that model comes in. So if we are showing a 16GB set of this model of RAM works, your 64GB 9 times out of 10 will probably work as well, but nothing we can guarantee without testing. 
So, with all of that being said, the best way to determine if RAM is compatible that is not on the QVL of the motherboards manufacture is to contact the manufacture of the RAM as they are the ones that are designing their RAM and new RAM models to work with our motherboards and other manufactures motherboards, so they will be able to provide you with the most recent testing information on their latest variants of RAM. 
However, if you already have the RAM and motherboard and its all ready to go, wouldn’t be any trouble in testing it out to see if it does work out for you and if not, and that is the brand of RAM and speed of RAM you want, then contact that manufacture and see if they have any 64GB sets of 3200MHZ RAM they know for sure work on this motherboard if we do not have it listed already. 
If you want you can provide me the part number and all information regarding the RAM you have and I can look into this deeper for you. 
[redacted].Asus Corporate Customer Care Team/Escalations Specialist

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.

Dear [redacted],
Our system shows the RMA was closed out on 7/12/17 and shipped out under tracking number [redacted] FedEx.
The delay was due to a part shortage for a replacement motherboard, however it has been repaired and shipped back and we do apologize for the delays you have...

experienced.
Best Regards,
[redacted]
ASUS Corporate Customer Care

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 [redacted],
I do apologize for the issues you have experienced.
Based on our system the warranty for your product expired on November 2015.  The last repair on this unit was November 2015. 
Unfortunately since it has been several years since last repair and the product is...

out of warranty there would be fees to repair the product. 
I very much apologize for the issues.
Best Regards,
[redacted] Tinsley
ASUS Corporate Customer CareTell us why here...

Initial Business Response /* (1000, 5, 2015/10/06) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I understand you might not have had an issue prior to updating the units firmware, but updates are done at your own discretion. If the unit was still...

within the one year warranty, then we would be able to reload the OS for you under warranty. You are no longer within that warranty term for either unit. Serial number CAOKBCXXXXXX is just under 2 years out of warranty and the serial number CAOKBCXXXXXX is just under 2 years out of warranty as well. Therefore, in order to get the issues with the unit resolved by the Asus repair facility, the out of warranty repair costs will need to be paid.
If you would like to review the warranty terms and agreements you agreed to upon purchasing this unit, here is a link: http://www.asus.com/us/support/Article/680/.
[redacted]
Asus Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their system upgrade/download caused both tabs to become inoperable with no possible way of resolution or restoration of THE older working operating system.
They should be liable and fix both units.
Final Consumer Response /* (3000, 14, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received both RMA USXXXXXXXX and RMA USXXXXXXXX back not fixed however 16 sound playback is now (new issue) broken. According to you and your drones at ASUS by planned obsolescence are suggesting that I pay $107.00 each device plus shipping and handling for a simple firmware download. What I want to know is why you at AUSUS/drones created a security/monitor appearance system upgrade and not say in the download that as consumers you will be charged for this upgrade and that your device will hence preform poorly and by then having a choice to do so or not?
To make it easy, why don't you simply make me available the necessary bug fix firmware update on line so we can once again enjoy the use of our nexus 7 tablets?
FYI
Please don't try to change the story on information that I have been told about your incomplete system upgrade because this information suggested above is what I have been told all along via phone calls while both my devices were in your shop.
Thank you for destroying a perfectly great product by means of obsolescence and ripping off the consumer.
Oh by the way, of topic just a bit ......for your information. We are proud owners of 2 Samsung Galaxy S4s that are of approximately same vintage and YES have under gone the latest system security/ monitor appearance upgrade at NO CHARGE and work PERFECT!
Dilution and changing the integrity of information supplied by ASUS is unacceptable in anyway.
Final Business Response /* (4000, 16, 2015/10/21) */
Dear Customer,
As previously informed, being that your units are out of warranty, they do not qualify for a warranty repair. Thus meaning, any repairs that are needed, will need to be paid for. I am very sorry about this matter. Our HQ and engineers have also confirmed that the model you have is not one with a known issue or problem. So, with that being said, we will not be able to repair those units without the repairs being paid for.
[redacted]
Asus 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, 2015/04/16) */
Thank you for contacting us here at ASUS Corporate Customer Care. I apologize for any inconvenience or frustration this may have caused. I will be going over your service options that are within the terms of your warranty. I am looking into this...

issue further and will be in contact again soon.
[redacted] M.
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 14, 2015/05/28) */
I have not been contacted by asus, My problem has not been resolved.
Final Business Response /* (4000, 16, 2015/06/08) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
I am requesting an update from my service team, we will respond with an update as soon as possible.
Best Regards,
[redacted] M.
ASUS Customer Care