ASUS Computer International

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]

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, 2015/04/28) */
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 reaching out to you on behalf of ASUS regarding your Revdex.com complaint. I apologize for any inconvenience or frustration this may have caused. I am very sorry for the issues you have had thus far. Looking into your case, due to the issues you have had and how long and drawn...

out this RMA has been unnecessarily, I have approved a one time courtesy free of charge repair to have all repair fees waived and all issues with the unit fixed. 
I have already let the repair facility and CID team know to please waive the fees and move forward with repairing unit, including the LCD. Please let me know if you have any other questions or concerns. [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. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:  This is an Asus router and is Asus's responsibility. It was manufactured by Asus, has a Asus's information printed directly on the router and is even part of the model name ([redacted]). The warranty and technical support information are listed as Asus, not T-Mobile.  T-Mobile did not make the router nor does it have the facilities or parts to repair or even trouble shoot the problem.  It is ridiculous claim otherwise.  If I go buy a Sony TV from Amazon.[redacted] and it breaks, Amazon is not responsible, Sony is.  All this was confirmed by T-Mobile whom I contacted about the issue more than once. They confirmed all of the above. Only the company which made the router can fix it.  Why does Asus even advertise that it comes with an Asus warranty if they have no intention of honoring it?
Most importantly, the product actually comes with documentation STATING that there is an ASUS warranty.  It even says this on Asus's OWN website. You can see it here: [redacted]Why they claim otherwise is beyond me and is an illegal attempt to avoid honoring their own warranty.  Not to mention, this is just one of the multitude of conflicting excuses that Asus gave me each time I contacted them.
Sincerely,[redacted]

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

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]

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, 2015/12/10) */
Email Sent To Customer Directly:
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I am reaching out the repair facility to see if we can locate your band, if we cannot, what color and material was...

your band? As if we cannot locate yours, I will have a replacement sent out to you.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This answer may be acceptable if the replacement bracelet is actually received. Numerous reps have promised me a replacement in this process without one actually being sent. I would like to keep the complain open until the replacement is actually received and then will be glad to close the complaint.
Final Business Response /* (4000, 9, 2015/12/15) */
Dear Customer,
According to the FedEx tracking number you should have received the replacement band yesterday. Please let me know if you have any further questions or concerns.
[redacted].
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 11, 2015/12/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have now received the band and accept this as resolution to this case.

Initial Business Response /* (1000, 5, 2015/06/22) */
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. We will not be able to reimburse you for shipping costs, however; I am willing to cover the shipping for you on the next return as a one time courtesy, in effort to make this issue hurt a little less.
I will look into the cost of your quote, and provide a breakdown, or another option to resolve the issue.
Best Regards,
[redacted] M.
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How is this an acceptable solution to an existing problem?
1. I am not patient ... I am frustrated and furious ... if I was able to get your attention on the phone I'd have had an answer and a solution, but that didn't happen no matter how hard I tried ... instead I write to the Revdex.com and suddenly someone who's job it is to keep the Revdex.com rating clean of these complaints is responding ... THAT'S BAD BUSINESS.
2. If your "Answer Center" is on the island of Jamaica in the Caribbean - and the "Repair Center" is in California, USA ... and I can't talk to the person who's physically working on my computer, but only to a person in a "Call Center" in the Caribbean while also on a different time zone than the repair shop ... THAT'S BAD BUSINESS.
3. You state that Asus does not provide services other than hardware warranty services ... HOWEVER ...Asus DOES repairs for things other than hardware services outside warranty as they agreed to take my computer in for service and gave me a price for the repairs ... (get this part) ... WHILE IT WAS NOT UNDER WARRANTY ... so now you're saying something completely different to what was already agreed upon ... THAT'S BAD BUSINESS.
4. Stating Asus doesn't do work on hardware outside of warranty while the next sentence says you'll pick up the costs of a second shipping to repair something out of warranty while adding "IN EFFORT TO MAKE THIS ISSUE HURT A LITTLE LESS" is about as ridiculous and two-sides-of-the-mouth-saying-different-things as it can get ... and exactly the way things have gone so far with Asus and all the complaints you're now getting on all these complaint forums ... AND THAT'S BAD BUSINESS.
5. I waited 18 days for you to "... look into the cost of my quote, provide a breakdown/option and resolve the issue ... I've not heard a word, not received a call or an e-mail. As with most of your Revdex.com complaints, you DO NOT FOLLOW UP but wait in hopes the complainant doesn't follow up in 21 days which makes their complaint considered "Satisfied" which increases your rating. THAT'S NOT JUST BAD BUSINESS ... THAT'S SLIMY BUSINESS.
The letter Asus provided to the Revdex.com is a perfect example of a dysfunctional service department that is full of double-talk and inaction concerned with image over an honorable reputation.
Asus is free to contact me via any means they like ... I know all my info is readily available in your computer system as I've called in and they all have my info on hand as of this writing. If you want me to be this prolific with a compliment to how well this was rectified ... then rectify the situation.
[redacted]


Final Business Response /* (4000, 24, 2015/11/09) */
Email sent to customer directly outside of Revdex.com:
Dear Customer,
I am reaching out to you in regards to your Revdex.com case. You can contact me at XXX-XXX-XXXX. That number does not go to me directly, but to me and everyone on my team. If you do not get me directly, they can get you to me if need be. My best point of contact would be email, you can email me back directly to this email. If you would like me to call you instead, what is a preferred time and phone number?
[redacted]
ASUS Corporate Customer Care
Final Consumer Response /* (4200, 26, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am putting "No" until my computer is either repaired or replaced and back in my possession .... BUT ... I did send a reply to [redacted] and hope for a positive follow through to a solution that would restore the dim views I currently have.
Let's do this [redacted]!
I hope to write a positive review of your abilities.
[redacted]

Initial Business Response /* (1000, 5, 2015/10/16) */
To Whom It May Concern,
I have reached out to the customer in regards to this complaint and our rebate company is now honoring the rebate and will be providing it to them.
[redacted]
Asus Customer Care
Initial Consumer Rebuttal /*...

(3000, 7, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will keep this complaint open until I receive the rebate owed to me.
Final Business Response /* (4000, 9, 2015/10/20) */
Dear Customer,
Alright, that is understandable. Please let me know if you have any further questions or concerns regarding this.
[redacted]
Asus Corporate Customer Care
Final Consumer Response /* (4200, 11, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you.

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, it appears you are wanting us to cover the shipping charges for you. I have...

no problem doing that for you, I will also have to setup an RMA for you to send the unit in for the repair as well.
If you want to move forward with this, I can even provide you an overnight label due to the issues you have had thus far to help get your unit repaired and back to you as quickly as possible. Just reply to this email or on the Revdex.com if you want to move forward. 
[redacted]Asus Corporate Customer Care Team/Escalations Specialist

Complaint: [redacted]I am rejecting this response because:
 
That is a substantially worse display than what I currently have. I request a full refund for my display $269.99Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: This is the same response I receive from every person I talk to. I cant believe they cannot call and talk directly to their manager for a response. Just fix it and send it back. Its now been 6 weeks !Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/14) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I am extremely sorry for this matter. If you can please provide me the Rebate tracking number and confirm the amount for me. I should be able to get this...

approved and your rebate honored. I just need that information. I am again very sorry about this, but with that information I shouldn't have an issue getting this taken care of for you. Please let me know if you have any other questions or concerns.
[redacted] S.
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here is the info:
Tracking Number: XXXXXXXXXXXXXXXX
Rebate Offer: ASU-XXXXX
Rebate Item: STRIX-R9380-DC2OC-4GD5-GAMING Graphics Carad
Rebate Item UPC number(s): XXXXXXXXXXXX
Rebate Reward : 20.00
Service Level Basic : 0.00
Final Reward : 20.00
Final Business Response /* (4000, 9, 2016/01/25) */
Dear Customer,
Thank you very much for that information. I have passed [redacted] along to the correct department. Right now I am just awaiting the word that it has been approved. As soon as I get an update on this matter, I will let you know. I shouldn't have an issue getting it approved for you and then it working no problem. Once I get an update, I will be emailing you personally to let you know.
[redacted] S.
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 11, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 17, 2015/08/10) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
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. I apologize if I came off as "cocky" I am simply reiterating our policy on our product.
If you are still experiencing problems with your product please contact our technical support team at XXX-XXX-XXXX.
Best Regards,
[redacted] M.
ASUS Customer Care

Complaint: [redacted]I am rejecting this response because of the reasons labeled in the below response:
Thank you for your response, and I do understand Asus' side of thesituation. However, it was unclear and inaccurate advertising that led tothis situation; the listing was still advertising this well after July 29th.I appreciate your taking the time in this matter to explain the situationthoroughly, as previous agents were unable/unwilling to do. Unfortunately,however, it does not seem as though Asus is willing to resolve thesituation in a way that I would deem acceptable.This complaint can be closed, but it is not resolved satisfactorily.Thank you for your time,[redacted]
Sincerely,[redacted]

Dear [redacted] A [redacted],
I very much apologize for the issues you have experienced.
Please be advised the only thing different on the screen is that the CPU is listed as the Intel Core i7-7200U which is a misprint and should be Intel Core I5-7200U.
Intel has never manufactured a CPU called the Intel Core I7-7200U, it does not exist and you can verify that by reaching out to Intel.  There is no bait and switch tactic it is an honest mistake we appreciate you bringing to our attention.
I will ask our web team to correct the misprint.  I do apologize for the error and unfortunately if you want the S510UA-RB51 it would be $699.00 and would come with the following…
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)
 
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care

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 it appears you may have not even had any troubleshooting performed with you. The technicians notes don't say...

anything about any troubleshooting at all. They did state that all other components work fine in another system, is this correct? And is this a new build? If this is a new build, then 9 times out of 10 you have just simply grounded something out in the case. To be sure it is not just a ground issue, please remove the motherboard from the case. You can then place it on a piece of cardboard or even the box if you do not have a static mat to utilize and bench test the motherboard out of the case. If you have already done so and are completely sure this is the motherboard or it was an existing build and this just randomly happened and you have performed a cmos clear and confirmed the PSU works with another board is not the issue, than an RMA is necessary. I see you are wanting to do an advanced replacement. I fortunately have access to a few corporate teams that can access and reserve units from our full inventory for special cases like this. So I should be able to find a same model replacement for you to do an advanced replacement if needed. I am again sorry for all of your issues, but I will be sure to get this all sorted out and you taken care of. [redacted]Asus Corporate Customer Care Team/Escalations Specialist