ASUS Computer International

Initial Business Response /* (1000, 5, 2015/05/22) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter. Unfortunately your desired resolution does not comply with the warranty purchased with the product. You may...

review your warranty terms here: http://www.asus.com/us/support/Article/684/
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.
Unfortunately, we cannot offer any kind of refunds or monetary compensations. You did not buy the router from us, so it is impossible for us to refund money we never received.
We are willing to have the router sent in for service with shipping costs covered as a one time courtesy.
Best Regards,
[redacted] M
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand what the warranty terms are...it was discussed with your "tech support" Even if I did send it in to be repaired it is too late at this point...the product has already failed in my eyes because it does not work and I was forced to go out and buy a replacement because of it. If I sent it in, I would have a router that is fixed but still not being used. You cannot say you cannot offer a refund or monetary compensation when I did not buy the router from you. I did buy the router from you. You are ASUS correct? It sure looks like ASUS printed on the product. Your company did make the product then send it out to middle men (Walmart) to sell thereby receiving monetary compensation from them for your product did you not? Don't tell me you made a product and then did not receive money for it. It was Walmart that paid you for the product and now that you have your money you don't care about the actual customer that ends up with your piece of junk router. This is not the way a reputable company should work. You stand behind your product no matter what and always strive to make the customer happy. This customer is not happy.
Final Business Response /* (4000, 9, 2015/06/03) */
Dear Customer,
We apologize sincerely for the frustrations this has caused. We did not receive funds from you as the end user. A refund does not comply with your warranty.
We are willing to have the router sent in for service with shipping costs covered as a one time courtesy.
Best Regards,
[redacted] M
ASUS Customer Care

Dear Mr. [redacted]
 
I very much apologize for the issues, however I have listened to all call recordings and no one ever advised you that this repair would be covered free of charge.  On the first call you were advised that the agent would verify if you had ADP coverage and you do not...

and she made it clear on that call recording you were responsible for all fees.  You were advised of the $261 estimate and you were also advised that you must send the product in for ASUS to send out the invoice with exact cost amount.  You were advised of a discount, however you were never advised of exact discount amount.  A new RMA was issued and shipping instructions were sent to you and a 20% discount has been applied to the case to be deducted from the overall invoice cost.
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care

To Whom It May Concern, 
As discussed with customer, our repair center has done all testing they can do and cannot reproduce the issues and are firm on the fact that there are no issues with the device. So, they are returning the device to the customer and I have asked the customer to please provide me a video exhibiting issues, if they still proceed after receiving it back so I can provide this to our repair center to see what we can do. However, it is very possible customer may receive phone back and have no issues. 
[redacted]
ASUS Corporate Customer Care

Initial Business Response /* (1000, 7, 2015/10/01) */
Hello Customer,
I apologize for any inconvenience or frustration this may have caused. However, our warranty policy states that we only cover one way shipping for notebooks and also that you are responsible for backing up your data as we are...

not responsible for any data loss either. Here are the warranty terms that addresses this: http://www.asus.com/us/support/Article/681/
[redacted]
Asus Customer Care
Initial Consumer Rebuttal /* (3000, 9, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I purchased this device on the assumption it would not fall in a mere 4 months. Such a deficient product should not be on the market not should such a product make a claim that it will be reliable. I am very disjointed and will take this complaint to the FTC if it is not resolved appropruately.
Final Business Response /* (4000, 11, 2015/10/09) */
Dear Customer,
I understand that a failure within 4 months is not very normal for a computer, therefore I completely understand your frustration for that matter. Your unit has a year warranty from your date of purchase. The reasoning for this warranty is exactly what has happened to you, premature failure in a unit. If you have reviewed the warranty terms and agreements I provided to you previously, we have fulfilled them and done exactly what we have outlined. The shipping you are requesting a refund for, is not something we cover as also stated in the warranty terms and agreements.
[redacted]
Asus Customer Care
Final Consumer Response /* (4200, 13, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My laptop broke down again, a month after it was supposedly fixed. I had to send it in and it was returned to me with a tape holding down one of the covers at the bottom of the laptop. The adhesive on this cover has worn out, presumably by someone taking it off to unscrew the bottom of the laptop to fix what was wrong inside. Yesterday, the computer unexpectedly crashed in the middle of the day while I was working. You would think after all these problems ASUS would at least try to send me a replacement laptop. I guess I'll just have to wait until it breaks down again, spend some more money to mail in the laptop and then wait for it to return to me. To be told that I have to put up with this until the one year warranty expires, after which I will have to just buy a new laptop, is insulting and the worst customer service I have every experienced. While slow, at least my old laptop never broke down like this. I will be sure not to recommend ASUS to any of my work colleagues and peers in Silicon Valley. It is unfortunately just too unreliable and the customer service is unhelpful and time consuming.

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.
The proof of purchase states the router was "used". Asus products that are used or deemed open box only...

carry a 90 day limited warranty. The warranty end date per the date of purchase is 5/18/15.
If you would like to have the product serviced you will be subject to out of warranty repair costs.
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.)
Even when purchased used (through Amazon Warehouse Deals) item is very clearly advertised as coming with a '2-year parts and labor warranty'
Final Business Response /* (4000, 16, 2015/09/01) */
Dear Customer,
this is clearly an issue with the advertisement on the Amazon website. However, ASUS is willing to offer a one time courtesy repair to resolve this issue. If this is an acceptable resolution, I will proceed with creating the RMA. Warranty on replacement units is 90 days from the day you receive it. This is all the only written statement ASUS can provide.
[redacted]
ASUS Customer Care
Final Consumer Response /* (2000, 18, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Customer, 
I deeply apologize for this issue. However, I have tried to be very clear in what we can and cannot do. I understand what you are asking for us to do, but we cannot do that. We are not able to refund you for that repair. What I can do is provide you a 6 month extension on the warranty so you are covered under warranty for another 6 months and if you have an issue with the unit in that timeframe, I will replace it for you. Does that sound more reasonable? Let me know if you want me to do that for you. 
[redacted]. 
ASUS Corporate Customer Care