ASUS Computer International

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, 2015/10/06) */
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

Complaint: [redacted]I am rejecting this response because:
 
 
 
I sent back the new replacement, as it was defective, and worse than the one I currently have. As previously discussed, I want to cancel the RMA process, and do not want to have another replacement sent. 
 
I sent the replacement back, and it was delivered, the Fedex tracking number is [redacted]. At this point I want the $280 hold removed/given back. I will be purchasing a new monitor.
 
Please give back the $280 to my debit card for the replacement was was returned on 11/28/16
Sincerely,[redacted]

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

Initial Business Response /* (1000, 5, 2015/10/16) */
To Whom It May Concern,
I have reached out to the customer and informed them we are shipping them a free of charge replacement remote.
[redacted] Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/10/19) */
(The consumer...

indicated he/she ACCEPTED the response from the business.)
The broken remote was my concern and since it is getting replaced, this issue can be closed.

Initial Business Response /* (1000, 5, 2015/11/04) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. If you can please provide contact information for the APO that was the address you had originally provided for this matter, that would be very helpful to...

this situation. As we cannot file a claim with USPS as it was delivered to the correct address. Since USPS is not able to file a claim, we need to be able to contact the APO to try and retrieve the package. Being as it was delivered to the address you had provided, we need to attempt to retrieve it before we can just ship out a replacement. The address we have on file is where the unit shipped. Maybe you had provided the incorrect APO address? What is the address you provided as maybe even the technician inputted it incorrectly, but what we have on file is where the unit was sent.
[redacted]
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello [redacted],
Thank you for your response. It is my understanding, based off of the guidance provided on the ASUS website that RMAs only exist for 30 days. The RMA with the APO address was initiated approximately a year ago. On 30 August 2015, I created a new RMA through your online chat. I even have the transcript from that conversation, where I was assisted by an '[redacted] M'. He informed me that my RMA, with the APO address, had expired. At 12:20:38 PM (according to transcript) is when I provided my address, in [redacted]. The address I provided was "[redacted] ((redacted)) Ln Unit C JBER, AK XXXXX". Very clearly a different address than where my item was shipped, and not the address that I provided. At 12:28:13 PM he informed me he was creating my RMA, and then at 12:30:00 he provided me my RMA number. I feel fortunate that I had made that initial contact through the chat server, and had the transcript e-mailed to myself, as despite whom I explain it to, they attempt to deflect responsibility from ASUS. One of the first times I called ASUS about this issue, after my laptop had arrived in Kosovo, a manager I spoke with telephonically even fully admitted that ASUS was at fault for this mistake. I provided '[redacted] G', the tier III manager that I spoke with on 22 October 2015, the different phone numbers that I had searched on Google, "Camp Bondsteel APO AE XXXXX Phone numbers," or words to that effect. I do not have any other contact information for that base. For your consideration, I've copied and pasted the chat transcript from when I created my RMA below.
Chat transcript


Full Name: [redacted]

E-mail: [redacted]@gmail.com ((redacted))

Phone: XXXXXX[redacted] ((redacted))
Existing Case# or RMA#:

Serial Number or Model Name: E6N0CYXXXXXXXXA

Product Type: Notebook

Reason for your chat: RMA Created in January, I was unable to mail in at the time due to military deployment overseas, attempting to mail in laptop for repair/replacement now that I'm back in the US.


Chat Server Server 2






[redacted] M. Sun, 08/30/15 12:16:10 pm America/Anchorage

Hello [redacted], thank you for contacting ASUS support. Please give me a few moments to review your information. I will be with you shortly.
Hi [redacted], how may I assist you today?
I haven't heard from you for a few minutes. Are you still with me?






[redacted] 12:18:27 pm

Hello. I'm trying to figure out how to have my laptop repaired, as the audio port does not work. I had created an RMA back in January, and received the shipping e-mail from FedEx, which also stated there were no locations nearby to me as I was deployed overseas. I've now redeployed and am back in the US. I attempted to recreate an RMA, and received this message upon doing so: "Thank you for using the ASUS Online RMA feature.It looks like your serial number(SN:)has already been issued an RMA. For your reference,the RMA number is .You should have received the RMA instructions in a separate e-mail.Please allow up to 48 hours for it to be sent out. If you still have not received the RMA instructions,or if you believe there is a mistake,please visit http://www.service.asus.com/#!b2c/c1h8k to contact a representative."






[redacted] M. 12:18:41 pm

Thank you.
The RMA that was created before has expired [redacted].






[redacted] 12:19:16 pm

I assumed that, since the RMA # is blank.
Which is why I am contacting you now.






[redacted] M. 12:19:25 pm

I will be more than happy to issue you with another RMA.






[redacted] 12:19:36 pm

Outstanding, thank you very much.






[redacted] M. 12:19:40 pm

The issue is with your audio jack?
You are welcome [redacted].






[redacted] 12:19:57 pm

Correct. No audio when plugging in headphones






[redacted] M. 12:20:00 pm

Okay,






[redacted] 12:20:23 pm

The battery life of the laptop is also significantly worse than it used to be. I'm unsure if that can be resolved in the RMA though?






[redacted] M. 12:20:25 pm

Could you please provide your physical address? Please include any apartment and suite number if applicable.
I will make a note of this too [redacted].






[redacted] 12:20:38 pm

[redacted] ((redacted))






[redacted] M. 12:21:00 pm

Thank you.
Do you have a password ** the unit?






[redacted] 12:21:27 pm

It will be removed prior to being sent in
But, yes, there currently is one.






[redacted] M. 12:22:12 pm

Thank you.
Can you confirm if the unit has any physical damages? If physical damages are found during key in or with the service and it was not reported, the RMA will be rejected and the unit will be sent back to you. Can you please inspect the unit and let me know if there is any physical damage?






[redacted] 12:23:56 pm

There is no physical damage to the device.






[redacted] M. 12:24:08 pm

Thank you.
We do advise you not to send in the original box, as you are not guaranteed to get it back after the servicing is completed.
The turn-around-time for servicing is normally 5-7 business days in house, not including shipping or certain exceptions. However, this turn-around-time is not applicable for RMA units that have part shortages, units that have experienced a physical damage, OOW status (units that are out of warranty) or delays due a natural disaster.
Please ensure to back up all files or data stored on your unit before sending it in for servicing. ASUS will not be responsible for any lost data or third party software installed outside of the original manufacturer specifications.

[redacted] 12:26:07 pm

Understood.

[redacted] M. 12:27:12 pm

Can you advise me where you bought the unit?

[redacted] 12:27:43 pm

At the Post Exchange, on Joint Base [redacted], in [redacted].

[redacted] M. 12:28:13 pm

Thank you.
I will create the RMA now [redacted].

[redacted] 12:29:26 pm

Thank you, [redacted].

[redacted] M. 12:30:00 pm

You are welcome [redacted].
Your RMA number is [redacted]. Your RMA number and instructions will be emailed to you in the next 10-15 minutes and a FedEx shipping label. Contact us anytime if you have any concerns.


[redacted] 12:33:44 pm

Thank you for your assistance, [redacted].

[redacted] M. 12:34:00 pm

You are welcome [redacted].
Is there anything further I may assist you with [redacted]?


[redacted] 12:34:39 pm

No. That will be all. Thank you again.

Duration: 18m 32s

Final Consumer Response /* (3000, 24, 2015/12/22) */
ASUS has still failed to return my laptop, or provide me with a replacement. I have provided clear documentation proving that, at no fault of my own, they mailed my laptop to Kosovo, instead of [redacted]. I do not feel it is appropriate or professional to continue to make me suffer without having a laptop, due to their blatant mistake.
Final Business Response /* (4000, 26, 2015/12/28) */
To Whom It May Concern,
I am corresponding with the customer directly at this point trying to see if there is anything we can do for this situation. The customer has provided some additional information to me that I am having looked into now to see what we are able to do. I will be updating the customer as soon as I get a response.
[redacted].
ASUS Corporate 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.......

Dear Customer, 
I apologize for any inconvenience or frustration this may have caused. Can you please provide me your rebate tracking number and I should be able to get this approved for you in the next couple business days after I receive it. 
[redacted]. 
ASUS Corporate Customer...

Care

Initial Business Response /* (1000, 5, 2016/01/25) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I completely understand your frustration at this point. However, it appears you are asking for a cross shipment on a notebook and that is something we...

simply do not offer. We will not be able to do a cross shipment. If the units are still within their one year manufacture's warranty, then you can send the units in for repair. That is the only method for repair on our notebooks, you have to send them to the service center. I can provide you a prepaid shipping label for covering sending the unit to us. With all of that being said, our option for moving forward is you sending the unit in for repair at the repair facility. Now to let you know, the typical repair time is 5 to 7 business days. Not several weeks, I apologize for this misinformation. Please let me know if you have any other questions or concerns. If you would like me to get an RMA setup for you, I will need your serial numbers.
[redacted] S.
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
In response to [redacted] S. -
First off the computer is not a notebook but a desktop (ASUS Vivo PC Sonic Master). I also received this email response in regard to this problem:
Thank you for contacting ASUS Customer Service.
My name is [redacted] and it is my pleasure to help you with your problem.
Will not automatically shut down is a normal phenomenon.
That's OK.
Thanks.
Since I cannot be without our computers, I will have to put up with manually shutting the fans down until they come up with a fix. I will also think long and hard before purchasing another ASUS product.
[redacted]

Initial Business Response /* (1000, 8, 2015/06/22) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
What is your desired resolution for this Revdex.com complaint? If AMAZON has issued you the refund you will be the...

party responsible for the shipping of the product to that distributor.
Best Regards,
[redacted].
ASUS Customer care
Initial Consumer Rebuttal /* (3000, 10, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I extremely disatisfied the way Asus has handled my service request and request for reinbursement. Yesterday, I received a response from Asus indicating that they returned the original computer that Amazon was asking me to return for reimbursement.
I will wait if Amazon will honor their promise to make good with thier promised for full reimbursement before I will agree to close my complaints against Asus.

Initial Business Response /* (1000, 6, 2015/05/28) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
The reason your proof of purchase was denied was the fact that it did not meet the requirements for our...

receipt verification process. Please provide your proof of purchase so that we can verify your warranty status. The receipt/invoice will need to display the: company's logo, date of purchase, cost, serial and/or model number of ASUS product and it will have to be a .PDF or .JPG file format. Unacceptable forms of proof of purchase are: bank statements, screen shots, forwarded e-mails, copy & pasted e-mails
Unfortunately, the desired resolution does not comply with the warranty you purchased. I will inquire with my service team to see what options we have at this point.
Could you please elaborate on your false advertisement claim? As in your complaint, there was not anything mentioned regarding an advertisement. Also, have you contacted us further in regards to the service of your product since you have filed the complaint with the Revdex.com?
Best Regards,
[redacted].
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 8, 2015/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have repeatedly done this process over a dozen times verifying my proof of purchase. One representative I'd spoke with even consulted with me and verified that Asus has my purchase on record and in their data-base so don't see what is the discrepancy.I provided the sales number, serial number, invoice number, and confirmation number in the original summary of complaint. The files that I uploaded along with this complaint also has the same important information needed in this process. I have been without a laptop for more than a month and this process really shows the horrible customer service Asus has and the extremes you have a to go through to have a company replace there own out of date product.
*I have re-uploaded the documents
Final Business Response /* (4000, 19, 2015/08/04) */
7-31-15
Sent via email from business:
This customer has received his 90 day warranty extension, the warranty end date is 10/27/15. The customer will need to send the product in for service, the repairs will be completed as long as they are not induced damage. The customer will be emailed shipping instructions as well as a shipping label to reduce the cost of repair.
Best Regards,
[redacted]
ASUS Customer Care Lead
Final Consumer Response /* (4200, 21, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Will I be charged a $200.00 fee like last time for the repair of my laptop? If so, this is the root of the problem the manufacture and I had to begun with back in April. The manufacture told me that my warranty is out of date and I have to pay to have my laptop repaired even though it is clearly a manufacture problem and the cost should be exempt due to my warranty. Hopefully this problem will not occur again, if it does this whole experience with Asus and The Revdex.com was pointless and a waste of time because we are back at step one, which is them repair my laptop for free since its a manufacture problem and not a consumer problem.
-[redacted]

I'm willing to work with the company through the warranty process, but at what point does the Revdex.com determine...

that the company is not honoring their commitment? As stated, I've returned the device 3 times in about 5 months. Each time, I've been without the computer for 2 weeks, 4 this last time... so out of 5 months, it has been at the warranty department for 6-8 weeks...
What if I have to send it back a 4th, 5th, or 6th time? As long as they keep accepting it for repairs the Revdex.com gives them a pass? Meanwhile, I'm stuck with an unreliable computer which spends an inordinate amount of time in the shop?

Someone finally got back to me and I was told to send them in again. The case number is [redacted] for RMA [redacted] & [redacted]. I sent pictures before and have not heard anything back from when I submitted the pictures. I have confirmation from FedEx that they both were delivered to ASUS again to be looked at. I am sure I won't hear anything about them and they will just appear on my door step again. I hope that is not the case as I typically buy all ASUS products. This is the first time I have ever had an issue with and ASUS product and the whole support process for this issue has been a nightmare. Thanks for your help with this.
 
 
 
Complaint: [redacted]I am rejecting this response because: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.
 
I will accept the better replacement. Please send it at your earliest convenience. ThanksSincerely, [redacted]

To Whom It May Concern, 
That is incorrect as we are in no way at all denying this customer the replacement that we have offered. Customer is refusing the options they have to move forward to receive the replacement that are unfortunately the only options they have to get the replacement. I understand customer may not want to do either option, however that is something we will not be able to change or alter in any way. They have the 2 RMA options I have provided them for moving forward to receive the replacement. I can provide all email communications with customer as well if need be.
[redacted] 
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/12/31) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I am very sorry about this matter and I do understand how you are frustrated about this situation. However, ASUS warranty states this over software:...


"2. Software Support
Any software delivered with the Product is provided "as-is". ASUS does not guarantee uninterrupted or
error-free operation of any software provided with the Product.
This warranty covers the hardware of the Product. ASUS will provide technical support for the Product's
preinstalled software only when it concerns the proper functioning of the hardware. For other problems
with the software, we advise You to review the user manuals, the ASUS support web site and/or other
online resources. Third party software may require support from the respective vendors."
With that being said, even though the unit did come with a year subscription, there is nothing we can do for that matter, especially if the year is up at this point. I do deeply apologize about this matter.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2016/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This Company, ASUS, already rated 1.5 out of out by 138 Consumer Affairs ratings,* advertised a ASUS T100 Computer with one-year free Office 365 package.
The unit was defective with conditions ranging from intermittent data disappearance to program freezes rendering the computer inoperable. The computer continued to degenerate over several months. After numerous attempts to fix the problem I called ASUS for support. They suggested I complete a recovery to eliminate the problem, which did not work.
Finally they requested I return the computer for service.
Upon return, the defect "LCD Screen Leaked" was identified. Whereas the defective computer was impaired longer than in use, I requested the company reinstate the one-year free Office 365 program that I was unable to use due to the defective product.
Customer support was resistive, argumentative, evasive and ultimately denied my request. I filed a Revdex.com complaint. ASUS claimed, "ASUS does not guarantee uninterrupted or
error-free operation of any software provided with the Product." However, the software was neither interrupted nor errored. In fact, The software performed admirably. The issue was lack of access to the software advertised due to their defective product.
ASUS' product was the sole reason the promise of access to a functional product/software package was never fulfilled as advertised.
By the time the problem was resolved the one-year free access to Office 365 expired. I was fraudulently sold a package the company was unable to fulfill as advertised. I was untruthfully deceived into a purchase by a promise the company was unable to fulfill. Use of an unrelated warranty reference neither addresses nor remedies the issue of deceptive advertisement. Hiding behind the corporate veil is unfair, insulting, and unbecoming of the ASUS advertising and marketing slogans used to entice unsuspecting consumers such as:
"A tablet when you want it. A laptop when you need it."
#2 of "ASUS 5 Virtues"** 2. Integrity
Be honest, sincere and truthful, and above all, do not attempt to cheat.
Corporate Vision:[redacted]
"delivers innovations that simplify our customers' lives and enable them to realize their full potential."
Mission and Philosophy:
"a dependable backbone of computer components"
"ASUS plans to achieve its mission through Passion [redacted] Technology, Focus on Quality, Long-term Relationships"
Focus on Quality:
"Quality is of utmost importance to ASUS."
...and so on.
Based on the above, reasonable resolution of this matter is restoration of one-year access to Microsoft Office 365 as promised in the original advertisement I paid for.
This resolution is consistent with ASUS' stated ethos, technical promise to consumers, and overall corporate mission as described on their website.
Even if their "fine Print" caveat were applicable it would be a corporate generated legal loophole to avoid accountability for defective products, which is neither a fair nor honest business practice.
References:
*http://www.[redacted]
**http://www.[redacted]http://www.[redacted]
Final Business Response /* (4000, 9, 2016/01/25) */
Dear Customer,
The information I provided regarding the warranty terms and the covering of included software, means for any issues at all with included software with our product, unless it is concerned with the unit functioning correctly, we are not responsible for. That includes the free trials that we offer, which we clearly state we are subject to change as well. Please go here: https://www.asus.com/us/2-in-1-PCs/ASUS_Transformer_Book_T100TAM/. That is the page for your unit. Please scroll down and notice the disclaimer at the bottom, which reads: "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."
[redacted].
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/05/06) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I am looking into this issue further and will be in contact again soon.
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. What I can do is cover the shipping cost of the repair service, and I can extend the warranty for the amount of time you have been with out the product. Being that you did not purchase the product directly from ASUS all refund requests would need to be directed to the vendor. Your warranty guarantees you a working product, if the product is beyond economical repair and found without physical damage.
I can have an agent contact you to carry out some extensive troubleshooting to better assist our repair team in finding the root cause of your product's issue. Once again, we sincerely apologize for all the frustrations caused.
Best Regards,
[redacted].
ASUS Customer Care

Dear Customer, 
I am very sorry for the issues you are having and for any inconveniences this may have caused you. 
I see you are requesting a refund. Unfortunately, we cannot offer any kind of refunds or monetary compensations. We did not sell this item 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.
What we can do for this matter is have you send the unit in to have it repaired under warranty, which I can setup for you no problem and even provide you a prepaid shipping label to cover sending it to us. 
[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 complaint. I apologize for any inconvenience or frustration this may have caused. Looking into your case, I see a lot of components were replaced on the last repair and if you are...

still having issues with the unit I have no problem setting you up for a replacement unit. 
We will have to move forward with a new RMA, I can provide you a prepaid shipping label to send that unit in. Once we receive it, we will then ship out the replacement. This process can take a few days at the repair facility. Please let me know if you wish to move forward with this and if you do, I will be more than happy to get you all setup and taken care of. 
[redacted]Asus Corporate Customer Care Team/Escalations Specialist

Initial Business Response /* (1000, 5, 2015/06/08) */
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.
If you would like to review your warranty agreement, you may do so here: http://www.asus.com/us/support/Article/681/
Best Regards,
[redacted].
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ASUS has not responded to the problem. I paid the company to repair my computer and they have broken my computer. I demand a replacement or money for a replacement. I have paid for a service and the service has not been completed. If there repair centers are unable to give me my refund then they need to direct me to their offices were I can get a refund. The reseller is separate from this transaction since this was a repair service. I was billed for the repairs but my computer is now worse off and I demand a replacement or the money that the computer is worth.
Final Business Response /* (4000, 9, 2015/06/23) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
Being that you paid for the repairs and you are still experiencing issues, I can cover the cost of shipping and expedite the shipment to reduce the downtime. Since this is now an escalated service, I will email you with my contact information in case there are any other issues moving forward. If you accept this proposal we will start the process immediately.
Best Regards,
[redacted]
ASUS Customer Care
Final Consumer Response /* (3000, 15, 2015/07/10) */
Asus is resolving my issue in a very untimely manner, taking six months and counting. I need this to get resolved before the new school semester.
I have filed a complaint against this company already about them being unable to repair my computer and refusing me a refund. After filing a complaint they promised me a refurbished computer but never sent me a confirmation letter and never attempted to contact me asking for a confirmation to replace the computer. so a week went by after I sent in my old broken computer to be switched out. after I called Asus customer support wondering when my refurbished computer will arrive, they respond with that I never confirmed I wanted a refurbished computer, even though the RMA said for them to ship one out to me once they received my old computer. also adding to the night mare they responded saying that they dont even carry my model computer anymore new or refurbished. They told me that they would begin the long process of trying to find a computer that matched my specs but that was days ago and I havent received any new info from them. also I am worried that they may try to rob me by saying my computer only comes with 8 gb of ram but I upgraded that computer to hold 16 gb of ram but I didnt send my computer back with the third party ram because the Asus repair team takes and keeps and thing they want from the computer and they even say they will in the repair contract. I dont think It will be fair that they not only broke my computer and wont be returning to me the same model but will not be giving me a proper trade and fair trade of what I did have. Also they have been taking their good old time with this. it has been 6 months now I have been without a computer and I refuse to wait any longer. I need this matter resolved before I go back to school because I dont have enough money to buy a hole new computer.