ASUS Computer International

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

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 [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 [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

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

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]

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.

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, 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.)

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]

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]

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

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.

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]

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.
However, the counter part in Malaysia does a very bad job in escalating and there are lots of effected consumers like me on the forums. I reached out to Asus USA as you are the HQ and maybe can escalate this to the managements attention.
For any business, each units sales is important and heavy marketing being done . The actions from the service center here, only tarnishing all the good efforts made to make a quality product and all the advertisement.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