ASUS Computer International

Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter Being that you have had the experience you have had, we will offer a replacement if we have the stock availableThe customer will be required to send it in again to have the item diagnosed, once the item is here, the reserved stock will be sent to the customer Best Regards, [redacted] ASUS Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] , I will only accept a replacementYou worded your reply to me carefully to include "if", which indicates that if Asus does not have stock of the model, that I will not get a replacement When I mentioned "equal or better", I expect equal or better, therefore if equal is not available, send a better laptopHeck - after wasting countless hours of sending this pile of junk to your repair depot times and hours on the phone and being laptop-less for months, you should of offered me something a different better model for this terrible experience with your company I will ask to reply to me without the word "if" so Asus cannot weasel its way out of a replacement by claiming no stock is available and then, I will close this Revdex.com case Final Business Response / [redacted] (1000, 16, 2015/10/29) */ Dear Customer, According to our records, your unit was replaced under RMA CAAXXXXXXXAnd the unit was received back and signed for by you under Purolator tracking number XXXXXXXXXXXXIt does not appear you have contacted us since then so I assume everything is going well with the replacementIf that is not the case, please let me know [redacted] ASUS Corporate Customer Care Final Consumer Response / [redacted] (2000, 18, 2015/10/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Issue finally resolved @Asus - In the future, a customer should not have to wait several months and spend hours upon hours on the phone to get an issue like this resolvedAs a result, you have lost a customer forever and I assure you that I will never buy an Asus product again Why can Dell and Lenovo resolve my issues in 5-min over the phone and send a tech to my house with parts (or a new system) and you can't? Instead, you (Asus) make it as difficult as possible to resolve an issue with your products and hope that the customer will eventually give up and stop calling, otherwise, why would you make customers have to spend a ridiculous amount of hours on the phone and wait months for resolutions? Anyways, I am happy this is finally resolved, but you should really rethink your business platform

Initial Business Response / [redacted] (1000, 5, 2015/12/10) */ Email Sent To Customer Directly: Dear Customer, I am contacting you in regards to your Revdex.com complaintI apologize for any inconvenience or frustration this may have causedI am very sorry about this matterI am hoping I can get this approved for you without any issuesCan you please provide me the rebate tracking number? With that information, I will be able to contact the correct department to see if we can just approve this one for you due to your issues [redacted] ASUS Corporate Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response above from ASUS was a request for information onlyIt does not say if they will provide the rebate to meThis case should remain open until the issue is resolved Thank you Final Business Response / [redacted] (4000, 9, 2015/12/15) */ Dear Customer, The rebate has been approved at this pointPlease let me know if you have any more issuesI understand if you want to keep the case open until everything goes through and you receive the rebate [redacted] ASUS Corporate Customer Care Final Consumer Response / [redacted] (2000, 11, 2015/12/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Dear Mr [redacted] I very much apologize for the issues you have experienced The Magnuson–Moss Warranty Act does not dictate if a product will be new or refurbished The warranty act is there so companies can’t try to pass off unfair warranty provisions on consumers ASUS warranty which you agreed to when purchasing the product is very clear in what is offered for a product under the terms and conditions ASUS does not provide refunds in any manner, and if a refund is desired then you would have to contact the point of sale to be provided one ASUS will at its sole discretion repair or replace the laptop per our terms and conditions At this time I would be more than happy to replace this unit for you with a same model refurbished replacement I have issued a new RMA [redacted] and a pre-paid shipping label has been sent to your email along with shipping instructions Once we receive and key in the unit the process usually takes 7-business days to process out Warranty Terms: [redacted] I very much apologize for the issues Best Regards, [redacted] ASUS Corporate Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/10/08) */ Dear Customer, Just wanted to let you know that I have reviewed your case and approved your unit for a free of charge repair, due to the issue being caused by an over the air updateThe unit is currently in the repair status now under RMA USXXXXXXXXIf the unit is not repairable, it will be replaced with a fully tested and working unitI deeply apologize about this issue, but we are repairing itPlease let me know if you have any further questions [redacted] ASUS Corporate Customer Care Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the responseI can't understand how a product being sent in without a serial number on file caused a Day delay, Are they reading digit a day? It just doesn't make sense Nevertheless Thank you for repairing the item or replacing it for free [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/14) */ Dear Customer, the warranty policy on the accessories is the same as the unit itselfEverything is covered for one yearI have created the RMA for the return and sent a Fed Ex prepaid labelPlease read the RMA instructions thoroughly before return [redacted] ASUS Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/09/22) */ Dear Customer, the reason you were quoted is because of the scratchIt was not quoted just because their was a scratch, it really has to do with where the scratch occurredThe scratch happened around a grounding point for the board and the trace that carries electrical current through the board was damagedTrace damage is unrepairable and is directly related to the issues you were experiencingSo as you can tell, the scratch is in no way superficial, hence the reason you were quoted for the replacement cost of the board [redacted] Z ASUS Customer Care Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/09/22) */ ***Document Attached [redacted] Also, in the past 3-weeks that I have been in contact with Asus during this RMA process, NEVER ONCE did they mention that the scratch is the cause of the electrical problemsPlease see attached dispute history dialogue I had with [redacted] at their RMA departmentI ask repeatedly if the scratch on the motherboard is the cause of the electrical problemsThey NEVER answer that questionIt is very suspicious that now that the Revdex.com has gotten involved, that is their response Final Consumer Response / [redacted] (3000, 15, 2015/09/24) */ ***Document Attached [redacted] As you can see in my conversations with them, for almost a month, I have been asking Asus to provide ANY more additional pictures regarding the damageThey continually ignored these requests and the only additional picture they sent was the same picture they originally sent me, except in better resolutionNow, after a month of having my motherboard in THEIR POSSESSION, they JUST NOW sent me an additional picture of "damage"How is it that they did not find this "damage" in A MONTH of inspecting my motherboard repeatedly? Also, why would I continually ask Asus to keep inspecting the motherboard for any other damages if I had done any damage to it? Additionally, I will attach this new picture which has arrows supposedly pointing to some damage, but comparing it to pictures of new motherboards, I can't see any difference, so what damage is this new picture pointing to? I will also attach an email I received from the Asus Customer Loyalty department and even their own representatives could not understand how the damage shown in pictures could cause electrical failure This is ludicrous that after repeatedly asking for cause of damage, Asus only provided ONE picture that had nothing to do with power failure, then after complaints to the Revdex.com they somehow found NEW damage to blame the electrical failure onThey also provided this "new damage" AFTER I informed them that I had several independent computer hardware repairmen conclude that the damage shown in the original picture could not have been the cause of electrical failure that I was having In the month that Asus technicians have inspected my motherboard, they have physically touched that motherboard more times than I have, since all I did was install it, then take it out to send to themI don't want to insinuate anything, but lets put the following facts together: 1) Asus did not find any other damage and could not provide any additional pictures of damage for almost a month of having my motherboard, 2) Damage shown in original picture was not cause of electrical failure, 3) After a month of inspecting motherboard and finding no additional damage, Asus just now found "new" damage in order to explain the warranty denialThis is terribly unfair to consumers who have put their trust in a company to uphold their warranty guarantees Final Business Response / [redacted] (4000, 18, 2015/09/29) */ Dear Customer, At this point we have replaced your unit and the replacement has already been shipped according to our recordsThe FedEx tracking number of the outbound shipment is XXXXXXXXXXXX [redacted] Asus Customer Care

Initial Business Response / [redacted] (1000, 9, 2015/06/18) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter How were you informed of the original quote of 130.00? Was this over the phone, email, or live chat? Is there a way you are able to attach the correspondence for review Can you please take pictures of the damage and the profiles of the box you received it in and attach those to your next reply? Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The only reason I MAILED ASUS BACK MY COMPUTER IS BECAUSE THEY QUOTED ME TO REPAIR MY HARD DRIVE #130.00,by their Phone Support Technicians which should all be documented in their records on May 27thASUS HAS CASE #'s - ASUS CASE #NXXXXXXXXX on 5/27thPlease be advised it cost me a total of $to secure fragile shippingASUS, then came back with a quote of $330.00, to repair, they shipped back UNREPAIREDNOW, I FOUND SOMEONE LOCAL TO REPAIR and they are giving me a hard time of giving me my WINDOWS PRODUCT KEY which I never received when I purchased computer as they had only a 4pg instruction guidePlease advise ASUS TO provide my WindowsProduct Key to my computer, so that I can activate my computer because they were too unreliable, not experienced and are trying to make money off of meI will fix my own computer but I need the Windows key assigned to my computer ASAP Final Business Response / [redacted] (4000, 24, 2015/08/27) */ Dear Customer, I will have to send off a request to our engineering department for the original Windows key and once I get a response, I will email you directly [redacted] ASUS Customer Care Final Consumer Response / [redacted] (2000, 26, 2015/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) If I get the Windows key, possibly I can fix my computer

Initial Business Response / [redacted] (1000, 11, 2015/10/28) */ Dear Customer, At this point it appears you were setup for the unit to be replacedI notice we have just received your unit at the repair facilityI have reached out to them to be sure the unit is going to be replaced and everything is going to be handled appropriatelyI have asked them as well that if we have any new in box units, to please replace with a new in box unitI will be looking over this case to ensure it gets taken care of as it shouldI deeply apologize about the issues you have had thus far [redacted] S ASUS Corporate Customer Care Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Like I said before the tablet was not working after a few days I think it's Just a bad model I have waited to long and gone through to many repairs to just get a replacement if they can't fix my tablet after six times what will them giving me a replacement REFURBISHED unit help I want them to send me a beer model with good ratings so I know it will work properly and I won't have to send the tablet another times I bought the tablet to use not to keep on shipping it in for repairs I had the tablet for more then a year and a half of you would have offered me a replacement after the third time I would have taken it but it's already six times Final Consumer Response / [redacted] (3000, 30, 2016/01/22) */ The company messed up again and shipped the computer to the wrong address it took a while for them to discover mistake and I had to make myself crazy to get it taken care of now they finally shipped it to the correct place and it's been there for almost a week even though I was told my computer was given a priority and that it would be taken care of as soon as it gets there I still have not gotten a response from business on how we can move foreword from here it they told me they are still checking out the computer It's broken it dose not turn on how long does it take to figure that out this has stretched out to much I just want a solution already Final Business Response / [redacted] (4000, 32, 2016/01/27) */ To Whom It May Concern, I have been working with this customer directly and we are replacing the unit with a new in box upgrade unit that they had selected and approvedAt this point we are just awaiting the facility to ship the approved upgrade unit to the customerPlease confirm with customer [redacted] S ASUS Corporate Customer Care

I would absolutely consider an upgradePlease tell me what the specs of the replacement unit are, and I will consider it Thanks [redacted]

I just replied to the email I received at 10:am today with the below "Connect an external monitor and open word and highlight the text or go to snapchats home page and compare the screensThe yellow looks like mustard it is not highlighter yellow in word and the yellow on snapchat's site isn't bright it is dullI don't know how to explain it better than that." Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]

Dear Customer, I am extremely sorry for the issues you are having with your unitHowever, looking into this matter, you are outside of the one year manufacture's warrantyThe warranty terms and agreements that you agreed to upon purchasing the unit state, it only has a year warranty from date of purchaseAlso, there are no known issues with this model at allI deeply apologize, however at this point all we can do is offer you a discount on the repair cost to have your unit repaired at a lower rateI can offer you a 20% discount on the repair amount we have quoted you forIf you would like to move forward with the discount, please let me knowIf you do not wish to pay for the repairs, we can ship the unit back un-repaired [redacted] * ASUS Corporate Customer Care

Email Sent Directly To Customer:Dear Customer, Me and my team have been working diligently to get your case all sorted out and taken care ofI apologize very deeply about the issues you have had and the time this has taken to correct this mistake for youHowever, I have great news for you, the new in box replacement will be shipping out today(4/7) overnight under FedEx tracking number [redacted] You will not see an update on that tracking number until the unit is picked up by FedEx later today howeverPlease let me know if you have any other questions or concerns [redacted] *ASUS Corporate Customer Care

Email Sent Directly To Customer: Dear Customer, I am reaching out to you on behalf of ASUS regarding your Revdex.com complaintI apologize for any inconvenience or frustration this may have causedIs there any way you can provide me the purchase invoices for these purchases? If purchased from our store online, then you should have received an email with invoiceYou can attach those in a reply to me through this email or on the Revdex.com sitePlease let me know if you have any other additional information as well If you can please provide the information I am requesting I should be able to get a refund for you, however, I need the invoices or at least both of the order numbers [redacted] **Asus Corporate Customer Care Team/Escalations Specialist

Email Sent Directly To Customer in Response: Dear Customer, I deeply apologize for the confusion, but in no way was I saying to claim to be handicapI was informing you that if you use any assistive features or programs that you are still eligible for the free windows upgrade As far as the free upgrade to windows goes, there was not supposed to included software for itBefore July 29th, the windows upgrade was a free offer from Microsoft, we were simply advertising this unit was available to be upgradedHowever, after July 29th, Microsoft has made it no longer to be a free upgrade forcing users to purchase windows if they want to upgradeI deeply apologize, but that is not something ASUS is in control of Also, I would like to point out our dislaimer for all products: "All specifications are subject to change without noticePlease check with your supplier for exact offersProducts may not be available in all markets PCB color and bundled software versions are subject to change without notice Brand and product names mentioned are trademarks of their respective companies." Yours sincerely, [redacted] Asus Corporate Customer Care Team/Escalations Specialist

My response to Customer on Revdex.com site: Dear Customer, I am very sorry to inform you of this matter, but we do not service the TM-ACin any wayWe can troubleshoot it for you, but that is itIf it is a hardware or software issue that we could not solve through troubleshooting, you need to contact T-MobileYes, we do manufacture this product, however, it was manufactured for T-Mobile to sell to the public as a cell spot to help promote their wifi callingWe do not even produce the firmware for this router, T-Mobile doesThey are responsible for all warranty repair/replacementPlease contact T-Mobile for assistance with this matter, beyond troubleshooting [redacted] ** ASUS Corporate Customer Care

Revdex.com: I look forward to hearing from youI am sure I won'tI will just go spend more money and get and hp this time I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because I disagree with your assertion on a difference in Windows retail vs windows OEM The windows product is sold based on a license to USE it, not the actual media itself If you are unable to provide the software to which my license (that I paid you for) entitles me to, then tell Microsoft to lose the key check or remove my key from the list that directs me back to Asus Do you suggest that once your computer no longer functions that my windows key and by extension windows itself is no longer useable? That is planned obsolence, unethical and likely illegal as it applies to this because in my EULA I did not agree to losing my ability to use Windows Home Edition once your computer no longer works Do you think that is right? Do you suggest that after having already paid you for a license to use Windows 7, that once your computer dies and my software is no longer useable, that I pay someone (presumeably Microsoft) for a second license just to get the software that is already legally mine under the terms of the license? That is hogwash Sincerely, [redacted] ***

Email Sent Directly To Customer: Dear Customer, I have received your update on the Revdex.com siteI am extremely sorry about the issues with the dead pixelsI was not aware of this matter or I would have taken care of you already as it appears for some reason you are in touch with consumer supportThey are not the ones who are currently handling your case, I amIt appears they have also already informed you to ship in the faulty replacement you have received correct? Please let me know if that is what you are shipping back to us, as I will have to let the facility know they are getting replacement back to be sure there is not a mfor receiving wrong serial number to close out case I am soo sorry for the issues and that you are having any problems at this pointPlease do disregard other emails as they may not be providing you the correct informationI am able to approve and get a lot more things done for customers at my levelOnce we receive that unit back, we can move forward with a new RMAWe can even do another advanced replacement if you would like and I can check for possible model changes as well Yours sincerely, [redacted] **Asus Corporate Customer Care Team/Escalations Specialist

Initial Business Response / [redacted] (1000, 5, 2015/05/20) */ Dear, Customer Thank you for contacting us here at ASUS Corporate Customer Care I apologize for any inconvenience or frustration this may have causedUnfortunately your serial number is out of warrantyPlease provide your proof of purchase attached to the next reply The proof of purchase must include the following: company' [redacted] logo date of purchase cost serial and/or model number of ASUS product PDF or JPG file Unacceptable forms of proof of purchase are: bank statements screen shots forwarded e-mails copy & pasted e-mails do not accept files attached as DOC, TXT, or RTF Once we can verify your warranty status we will be able to move forward with your warranty claim Best regards [redacted] A Asus Customer Care

Complaint: [redacted] I am rejecting this response because:As they took almost a couple months to repair my laptop I went out and purchased the battery already figuring that that they were going to take foreverAs for doing a once over they should have done that the first timeIf they want to reimburse me for the battery that might be acceptable.Sincerely, [redacted] ***