ASUS Computer International

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. The laptop was repaired per the original request to ASUS and it arrived on 7/5/2017. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/12/30) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I am terribly sorry for the delay on this matter. At this point though, your unit has shipped out under FedEx tracking number XXXXXXXXXXXX and you should...

be receiving the unit today. Please let me know if you have any further questions or concerns.
[redacted] S.
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received the unit. I am not satisfied with how this is being handled since many "supervisors" have promised me my unit almost a month ago. This response does not address the issue of mishandling this situation.
Final Business Response /* (4000, 9, 2016/01/06) */
Dear Customer,
I am extremely sorry about the way you were handled for this matter. I just wanted to let you know at this point, I have passed [redacted] experiences along to the correct departments to have everything looked into. They will get to the bottom of what happened and correct it for the future. I am again, very sorry about this matter. I can ensure you though, we are taking proper action to get this resolved and prevent it in the future. I cannot change the way you were treated previously but in the future if you have any issues, you can all into the customer cr at XXX-XXX-XXXX instead of the main support line and we will be sure you are taken care of.
[redacted] S.
ASUS Corporate Customer Care

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.

Initial Business Response /* (1000, 5, 2015/11/04) */
Dear Customer,
With this unit being out of warranty at this point, I would not be able to offer you a replacement. I deeply apologize for that matter as I completely understand your frustration. With that being said, what I can offer you is...

a free of charge repair. I will set you up for the RMA and let the facility know to repair this unit free of charge, and I will also provide you a prepaid FedEx label to cover shipping the unit to us. Please let me know if you would like to move forward with the one time courtesy free of charge repair and I will get you all setup for it. I am again very sorry about this matter.
[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.)
What if the audio breaks again in 2 months? It's broken twice already. When you replace the parts they ought to be warranted for a year. I think this is reasonable on your part. The original fix under warranty did not work (twice).
You can provide a RMA but we can't send it in until the end of the semester in mid December. Do you have a shipping box?
Final Business Response /* (4000, 9, 2015/11/06) */
Dear Customer,
If you accept the offer of the free of charge repair, that repair will have a 90 day warranty. So if you have any issues in that time frame, you can do another RMA. Any additional RMAs will have a 90 day warranty as well. It will not add an additional 90 days, but the unit will have a 90 day warranty from the day you receive it back. Being as you had the issue twice and the repairs failed, is exactly why I am offering you this free of charge repair.
If you are needing to wait for the RMA, that is just fine with me, I completely understand. Now as far as a box goes, that is not something that we do have to send out and I apologize for that matter. But I can provide a prepaid shipping label to cover shipping the unit in. Please let me know if this is still acceptable and I will get you all taken care of when you are ready to send it in.
[redacted]
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 11, 2015/11/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I Will send it in around December 11. Go ahead and issue the RMA if it's good for 30 days. Please email the label.

Complaint: [redacted]I am rejecting this response because:
Thank you for contacting me, but this is not an appropriate response to the situation. Asus advertised a product including a Windows 10 Pro upgrade, and they did not provide this product even though they were paid in full for it. They claim to be unable to offer the product that they willingly advertised, and refuse to reimburse for the cost for me to purchase it myself. Instead, they recommend that I claim to be handicapped (which I am not) to take advantage of a Microsoft promotion, while they keep my money in full for the product they did not provide.
 
This is an unacceptable resolution. My claim stands, and will not be withdrawn unless Asus provides the product,[redacted], that they advertised and were paid for in full.
 
[redacted]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. I am extremely sorry for the delay. However, at this point I need to know what method of RMA you would like to do in order to receive this replacement. Would you rather do an advanced replacement with credit card hold or do you want to send your current unit in for us to swap it out with replacement at facility and then ship you replacement. Please let me know and I will get you all setup and taken care of. Again, I am very sorry for the delay on this. 
[redacted]Asus Corporate Customer Care Team/Escalations Specialist

Initial Business Response /* (1000, 5, 2015/05/06) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. Our records indicate that he has reported this exact same issue in September 2013 with the same product. We have verified the weight of the package with the...

inbound FedEx tracking number of XXXXXXXXXXXX was 3.5 lbs. The outbound shipment to customer was XXXXXXXXXXXX indeed 3.5 lbs. Our records show the product was shipped out with product packaged in the box. At this point ASUS has held their position in the warranty service.
Best Regards,
[redacted] M.
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not the 1st time asus did this to me and this time I got smarter and I am filing paperwork for court if I don't get my board by May 16 I will see u in court.
Final Business Response /* (4000, 9, 2015/05/15) */
Dear Customer,
Please elaborate on the other occurrence you are referring to. You have the right to proceed with any further actions you deem necessary.
Thanks,
[redacted] M.
ASUS Customer Care
Final Consumer Response /* (4200, 11, 2015/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
FedEx has paid out the claim and send me the check the only thing they need a liability release form signed So I can cash the check

I just replied to the email I received at 10:30 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 screens. The yellow looks like mustard it is not highlighter yellow in word and the yellow on snapchat's site isn't bright it is dull. I don't know how to explain it better than that."
 
 
Complaint: [redacted]I am rejecting this response because:Sincerely,[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 7 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]

Dear Customer, 
I have already forwarded the video and your feedback to my superiors and I am awaiting a response from them. However, I would like to say that when viewing your video, and through all testing that was done on the last RMA, there are not any issues with the units display that we were able to see. The video you have provided the color on your other monitor is what looks to be off and any 2 completely different monitors will not display the same without adjustments to the displays settings. Just wanted to be sure that is understood as we cannot find anything wrong with this unit. However, I am still awaiting a response from my superiors on this matter to see what they say we can do. 
[redacted] 
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2016/01/08) */
To Whom It May Concern,
I have been in direct contact with this customer and we will be replacing the motherboard at their request. I will be contacting the repair facility and have them replace the motherboard when it arrives as the...

customer has already shipped the motherboard to us. Please confirm with customer.
[redacted] S.
ASUS Corporate Customer Care

Complaint: [redacted]I am rejecting this response because: it is not what was sold to me.  While [redacted] was replying to me in email he stated he could do nothing further.  When you buy a fabricated computer that has software installed, you are at the mercy of the OEM to provide that software.  When you buy software, it is frequent that you pay for the license and the media is free, such is the case with Microsoft Windows.  It is free software but I paid for the license to use the software.  It is a lifetime license and with that I am entitled to use the software on this computer or whatever computer I want so long as I agree and abide by their terms.  One of the terms is that it is a single license and solely for use on one computer.  It is not restricted to use the Asus laptop they provided.  What they provided me with was not software that I can use.  They restrict this USB drive to only recognize their computer based on components.  I can not install it as is because the components are different (as I am entitled to) and I should be freely able to put on a different machine if I want.  Effectively they have manufactured an end of life for software that should not be.  Once their computer dies or once I choose not to use it, per the license agreement for WIndows 7 I should be able to use that on any computer I want, so long as it is the only computer.
In fact her is the link to download Windows 7 [redacted]
However Microsoft will not facilitate my download because they recognize my key is from Asus as a reseller and refer me to Asus.  Why does Microsoft allow one to download the software?  Because the software is free and you pay for the license to use it, which I have.  Asus needs to allow me to download from Microsoft or facilitate a method in which I can have a lone Microsoft Windows file so I can create my own USB disk to install without verifying Asus components.  
I feel that Asus is taking this position in an attempt to extort money from end users by forcing someone to pay $45 dollars for media that is not in compliance with the Windows EULA I agreed to and it also ensures that other programs are installed on a users machine as well, not just windows.  
Basically I paid Asus a sum of money and a portion of that was for a full version of Microsoft Windows.  Or you can call it "free" but I still entered a contract with Asus that included Windows 7 and all the rights associated with that.  However because of Asus I can not have Windows that my license entitles me to have.  
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Yes the laptop has left their...

repair facility, it took six days and the last three hours of yesterday where spent on a wild goose chase tracking down my own package.  Sure Asus can state once the package leaves their facility it is out of their hands, and yes I will take issue with FedEx.  However, if Asus had shipped as promised, overnight express, none of the chaos of the last two days would have happened.I arrived home with my laptop at 7pm.  My first reaction is, this laptop is not fixed.  I am running updates and I am STILL running updates this morning.  I am willing to wait until all the updates are complete.  
I received a call from Asus this morning asking me how my computer is running, I explained every detail of how it is not working, even he stated, "lets give it a week or so after all updates and if still not working we may have to look into replacing your unit"
Therefore, until my laptop is running the way it was supposed to run when purchased in April 2017 or until my unit is replaced, this case should remain open
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/01) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter. ASUS only has one method to provide for shipping the product. I have emailed you an address that participate...

in FedEx's shipping.
Best Regards,
[redacted].
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 15, 2015/06/26) */
Up to this point I have been some what satisfied with the actions ASUS has taken to correct the problem. I will say however, when the customer service representative tells a customer they will be able to speak with the technician once repairs have started on their equipment this should happen.

Initial Business Response /* (1000, 5, 2015/12/01) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I am very sorry about this matter. Do you happen to have the rebate tracking number? If so, please provide that to me in your response and I should be able...

to get this taken care of for you. To confirm, the rebate amount is $100 as well correct? I know you stated that, I just want to be completely sure to have all the correct information to provide to my team so we can get this taken care of as soon as possible. Please let me know if you have any other questions as well.
[redacted].
ASUS Corporate Customer Care

Complaint: [redacted]I am rejecting this response because: - I have tried this with removing all but 2 RAM sticks and also moved the CPU from socket 1 and also socket 2. I had talked to a Tier 3 customer Service person a few days ago and he was suppose to call me back about getting me sent out a brand new board and he was going to make sure it had the latest BIOS, but I never heard aback from them.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/18) */
Email Sent To Customer Directly:
Dear Customer,
I am reaching out to you in regards to your Revdex.com case. It appears you might have shipped those adapters to us without having an RMA as I do not see an RMA that was setup for those to be sent...

in. By any chance do you have the tracking number(s) from you shipping the adapters to us? If so, please provide that to me in a direct reply to this email. If you do not, please let me know as well and I will see what I can do about getting 2 replacement chargers sent out to you. If you have the tracking information though, I should have no issue at all in getting replacements sent out to you. I do deeply apologize about this matter and I want to get you taken care of.
[redacted].
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/09/22) */
Dear Customer,
I must first apologize for the misinformation you received from the technician on the phone. We normally do not reimburse for shipping on a first time RMA as your product is entitled to one-way freight shipping from the...

facility. However, seeing as you did receive a promise to be reimbursed, we are willing to do so. If you would, please provide an attachment of the invoice where you paid for the shipping through UPS?
[redacted]
ASUS Customer Care

Initial Business Response /* (1000, 5, 2015/05/29) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter. The warranty you purchased does not cover physical damage on the product. I will see what service options we...

have to offer that will comply with the warranty process in play.
Best Regards,
[redacted]
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business did not offer the product warranty and did not offer any resolution to the issue.
Final Business Response /* (4000, 9, 2015/06/15) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
We have been given the option to offer the repair costs. You will receive a shipping voucher and shipping instructions in an email.
We sincerely apologize for the frustration this has caused.
Best Regards,
[redacted]
ASUS Customer Care

Complaint: [redacted]I am...

rejecting this response because: I will accept the response once I have received the rebate. If this happened to me, I can imagine how many other people this happened to who just accepted that they would not receive their rebate. I would like the company to find out from the rebate company how many other people they have failed to send their rebate to and to correct this egregious issue. I bought the ASUS item on the good faith that the price would be reduced by the amount of the rebate. Without the rebate, there were many other excellent routers to choose from that were not ASUS items, and are probably somewhat better that the ASUS router I bought. I find this is an injustice perpetrated by many companies who promise rebates and then never make good on them. This has happened to me before and is intolerable. Thank you.Sincerely,[redacted]