ASUS Computer International

I have received that laptops back and as I expected, I didn't get a call or explanation. I opened both up and they just had the sheet that says passed. I emailed support again and sent a video to them that the color is still not fixed. I still want this fixed or my money back or new model laptops that don't have this problem. I have spent so much time with these laptops now it been almost a year trying to get this fixed as well as over $100 sending them to ASUS and I haven't been able to even enjoy these brand new laptops.

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]

Complaint: [redacted]I am rejecting this response because: They didn't fix unit and sent me a charger with someone else address and information on it. I hope to take it back to [redacted] where I bought unit and get satisfaction. I had my ISP to troubleshoot unit and they told me it wasn't fixed. I will let [redacted] see what kind of company Asus is hope [redacted] will resolve issue with unit. The unit is still under warranty. I got some woman name address telephone number from Colorado Springs, Colorado. That place was the last place I was in the Army back in 1975. I don't care how you handle Asus they are not satisfactory to me maybe to you they are. I hope [redacted] will resolve this issue with unit. Thank you Revdex.com!Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
 
We haven't reached resolution for months now. I am not doing another credit card hold and getting scammed and sent a box of trash again. I do not trust that you will repair/replace my display if I sent it in. Sincerely,[redacted]

Initial Business Response /* (1000, 10, 2015/04/22) */
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.
Best Regards,
[redacted] M.
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 12,...

2015/04/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That is the only response I can get out of this company over and over again and to me it should be a very easy fix all I was ever asking for was a fast shipment of a part that they lost in the first place or a refund to purchase a new one and they can not do either they just keep giving me the response above.
Final Business Response /* (4000, 14, 2015/05/05) */
Thank you for feedback, again we apologize for the inconvenience. Power adapter was sent out under RMA# USXXXXXXXX, with FedEx tracking number XXXXXXXXXXXXXXX which shows delivered 4/28/15.
Best Regards,
[redacted] M.
Asus Customer Care
Final Consumer Response /* (2000, 17, 2015/05/07) */
5-7-15
Sent via email:
Good morning,
To address you question about my issue with ASUS I would say not to my satisfaction, I have received a power supply from the company but I had to go buy one a while back as I could not use the computer at all without one and they were taking way to long to send one out. This issue had been going on since I got the computer back on March 10th 2015 and contacted them immediately to tell them they had not put the adapter in the box when they shipped it back to me from being repaired. I contacted them multiple times and kept getting an "I'm sorry but no one put that order in I will expedite it for you" and of course that never got done after many phone calls emails and supervisors I finally got I'm sorry we don't have any they are on back order. We will send one to you when we get some in. I asked for my money back and they said no, I asked for part of the money back just to buy a new adapter and they said no. So I finally really needed the computer and could not wait any longer and had to purchase one then a few weeks later I received one in the mail from them almost two months later. So I am not satisfied with the outcome of all of this or their company.
If you have anymore questions please let me know.
Thank you,
[redacted]

Revdex.com:
I look forward to hearing from you. I am sure I won't. I 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 me. Sincerely, [redacted]

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 handicap. I was informing you that if you use any assistive features or programs that you are still eligible for the free windows 10 upgrade.
 
As far as the free upgrade to windows 10 goes, there was not supposed to included software for it. Before July 29th, the windows 10 upgrade was a free offer from Microsoft, we were simply advertising this unit was available to be upgraded. However, after July 29th, Microsoft has made it no longer to be a free upgrade forcing users to purchase windows 10 if they want to upgrade. I 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 notice. Please check with your supplier for exact offers. Products 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

I want to make sure that I receive the new board that is supposed to be new and that the BIOS are upgraded tot he newest version before I am will to close this out. I need this board to work as this has been a long painful process that I didn't want to do.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/14) */
Email Sent To Customer Directly:
Dear Customer,
I am reaching out to you in regards to your Revdex.com case. I apologize for any inconvenience or frustration this may have caused. Looking into your case, I would like to approve an advanced...

replacement(cross shipment) for your situation. I will outline the details below on how this will work out to be sure you want to move forward with this option.
We do have a cross ship option, but I will have to send out a stock check first(if I am not able to verify stock now) which can take up to 2 full business days. Then, once we hear back from that and stock is verified, we will send you an email that contains the RMA instructions and a link to our site to fill out your credit card information. You will then submit your information at that link and we will then place a hold on that card and ship out the replacement once we process that submission. Once you get the replacement, you will then ship back the defective one, and once we get that from you, we notify the bank to remove the hold off your card.
[redacted] S.
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2016/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Great that sounds like a good solution. Send me whatever is needed so that this matter can be resolved.

Dear [redacted],
 
I am extremely sorry about this matter, however I was informed that you would have to send the unit in, even to have the battery replaced. As far as reimbursing you for the battery, that is surely something we will not be able to do either.
[redacted]
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/10/29) */
Dear Customer,
Being as the unit was purchased as a refurbished unit, it only carries a 90 day warranty. When did you purchase this unit? If you are still within the 90 day warranty from the date of purchase I will have no problem getting...

you setup for a repair. If you are not within that 90 day time frame, there is nothing we will be able to do out side of an out of warranty repair. An out of warranty repair would require you paying for the repairs to the unit.
As far as a refund goes, unfortunately, we cannot offer any kind of refunds or monetary compensations. We do not sell directly to the public; you did not buy the product directly from us, so it is impossible for us to refund money we never received.
Refunds are exclusively handled by the vendors and usually they only accept them during the first 30 days of purchase.
ASUS, as the manufacturer, offers a limited warranty for the products that only covers repairs or replacement of the units.
[redacted]
ASUS Corporate Customer Care

Complaint: [redacted]ThaI am rejecting this response because:no l will have the computer fixed my self.Sincerely,[redacted]

Dear [redacted],
Please provide a video of the unit once you press the power button to show what is happening?  This will be a big help in resolving this issue you are having.
Best Regards,
[redacted]
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2016/01/05) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. At this point, looking into your case, I would like to go ahead and approve a one time courtesy free of charge repair for this matter. I completely...

understand your frustration and I want to make this right for you. So if you would like to send the unit in for a free of charge repair. Please let me know and I will get you all setup for this. I am again very sorry about this matter.
[redacted]
ASUS Corporate Customer
Initial Consumer Rebuttal /* (2000, 7, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would GREATLY appreciate if you do that. I have considered myself to be an avid Asus fan and this entire process has ran contrary to all of my past experiences with your company. I will happily resend the unit back for repairs if you can confirm that it will be done for no charge.

Initial Business Response /* (1000, 5, 2015/10/15) */
To Whom It May Concern,
I have reached out to this customer and we are going to be replacing his card through a cross shipment replacement. He seems to be pleased with this offer. Please confirm this with customer.
[redacted].
Asus...

Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So far the resolution of this issue has been a little confusing, and due to the low trust level I have for this company, I am uncomfortable with closing out the complaint until the entire process is complete.
Since my original request is not being met, the following conditions must be met for this complaint to be resolved:
1. The card is overnight shipped to me as promised by ASUS.
2. The card has been personally tested and is in perfect working order when I receive it.
3. ASUS confirms the receipt of my defective card, and removes their hold from my credit card per the conditions of the cross-ship exchange.
If any of these three conditions are not met, then I will take it as indication that ASUS is still trying to be deceptive in their practices.
Thank you,
[redacted]
Final Business Response /* (4000, 9, 2015/10/19) */
Dear Customer,
At this point you should be receiving your replacement card today 10/19/2015. All requirements have been met so far as long as you have no issues with the card. I completely understand keeping this open until you can confirm the card is in full working order. Please let me know if you have any issues at all or any other questions or concerns. I am again sorry for this matter.
[redacted] S
Asus Corporate Customer Care
Final Consumer Response /* (2000, 11, 2015/10/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A replacement card has been shipped and hold lifted from my card. Still sad that it had to come to a Revdex.com complaint to get Asus to honor a warranty. But I consider the issue resolved.

Initial Business Response /* (1000, 5, 2015/08/10) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
Due to the circumstances, the customer purchased the product from Ebay. Ebay is not an authorized...

distributor of ASUS products. The serial number has a zone of ASIA, and the warranty can only be fulfilled in Taiwan. If the customer would like to have the item service in the US, the cost of service is $200.00
best Regards,
[redacted].
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The entire phone brand new is $200. This is not acceptable customer service from a company that screwed up in the first place having me send it to the incorrect location. The serial number was given before the device was even sent and warranty was approved at that point.
This problem needs to be solved and after all of the mess a customer like me has gone through you would think it would be easier to warranty your product then have your name drug through the mud?
The best Asus will do with a phone that is still under warranty and has a manufacture defect is charge me the same amount I bought it for to fix it...... is this correct?
Final Business Response /* (4000, 9, 2015/08/26) */
Dear Customer,
the product is still under warranty, however, policy states that the product must be serviced in the region it was purchased. The product warranty is zoned for Asia and must be returned to a regional repair facility within that region, otherwise there must be a quote issued for the repairs. For further warranty information, please review the below link:
http://www.commercialsupport.asus.com/#!limited-hardware-warranty/c1pwf
[redacted]
ASUS Customer Care

Initial Business Response /* (1000, 5, 2015/10/06) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused.
We understand your concerns however ASUS - North America (NA) is a warranty service center only. ASUS does not provide any type of credit, refunds,...

upgrades / model changes, or new retail box replacements. Warranty is limited to hardware repair only. Please contact place of purchase for these services. With that being said, we cannot do a refund. Now, what I can offer you, is a new in box replacement unit. Due to the fact that you are having issues with replacement, you are eligible to receive a new in box replacement. I would provide you a prepaid FedEx label to send the unit in to be swapped for new in box unit.
[redacted]
Asus Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already received a new replacement unit once, it did not solve the problem with the computer. The retailer refers all problems with the computer that are beyond 30 days to the manufacturer. This problem has dragged on for 9 months. A second new version of the smae computer will not resolve the rpoblems, it will just perpetuate the existing problems. If ASUS -North America is only a warranty center, then who is able to rectify this problem? This is a manufacturer's defect. There is an implied warranty of merchantability that this prodict is fit for the ordinary purposes for which it is sold. It has never lived up to this purpose.
I want a different. comparable model, or a refund.
Final Business Response /* (4000, 9, 2015/10/20) */
Dear Customer,
You did not receive a new in box unit, under the RMA that your unit was replaced, it was replaced with a refurbished unit. It was not a new in box unit, at least not according to our system. That serial number is a refurbished serial number. If the unit arrived to you sealed in the package then it was in fact new in box and it appears I do not have the latest serial number of the unit you have in your possession. If the serial number you currently have is F7N0CJIRRXXXXXA, that is a refurbished unit.
If you would like a new in box model of the same unit, then I can make that happen no problem, but if you prefer a different model, then I will go ahead now and start looking into that to see what we can offer you. I will reach out to you at your personal email once I have all options I can offer you for moving forward. As previously stated, we cannot and will not be able to do a refund.
[redacted]
Asus Corporate Customer Care

Initial Business Response /* (1000, 6, 2015/06/22) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
We will be unable to reimburse you any funds as you did not purchase the power cord directly from ASUS....


I will look into the type of power cord/ac adapter and make sure it is sent to you at once.
Best Regards,
[redacted] M.
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 8, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Refusing to reimburse me for the power cord I had to buy because I didn't buy it from them is ridiculous. Their carelessness (first in not testing my computer the first time I sent it in to see why the cpu burnt out, necessitating a second repair order, and then returning my computer to me with the wrong, underpowered cord, clearly demonstrates how sloppy and careless this company is, at least in the service department. As the owner of several online businesses over the years, I would not hesitate to reimburse an unhappy customer, especially in a case where the problem was my fault to begin with.
It is not possible, to the best of my knowledge, to purchase a power cord directly from Asus at any local store where I live. As the owner of an online business whose computer was already being serviced for a total of over four weeks, I did not feel I could wait another 2-4 weeks for the return of my cord so I could start doing business again.
I think a reimbursement of $45 is a small thing to ask for when the item in question cost me $1100. Since the company doesn't agree, there is not much I can do. However, they should know I have gone from being an extremely happy customer who recommended their product to several people (during the first two months I owned my computer) to being a customer who would not recommend this company's products to anyone.

Initial Business Response /* (1000, 5, 2015/04/29) */
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

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
 
I would like to accept ASUS offer to fix the computer,but I DO NOT WANT TO CLOSE THE CASE.......