ASUS Computer International

Initial Business Response / [redacted] (1000, 6, 2015/06/22) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI 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 / [redacted] (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 ridiculousTheir 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 departmentAs 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 liveAs 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-weeks for the return of my cord so I could start doing business again I think a reimbursement of $is a small thing to ask for when the item in question cost me $Since the company doesn't agree, there is not much I can doHowever, 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

Dear Customer, I am extremely sorry for the confusion in this matterHowever, our notebooks have a month warranty and have only had month warranties except units sold to special retailers like our sales partners that offer an additional yearThose units are marked on the bottom of the unit to reflect the extra warranty as well as the warranty information on our system is updated to reflect that as wellYour unit however was not purchased from one of these sellers nor is it marked or indicated anywhere you will receive a month warrantyIf you go to our website and look at your exact model and then go to the support section and select the warranty tab, you will get this link presented to you as warranty information, please view this: http [redacted] You will see how it is explained at the very beginning that the warranty term is the term listed on the bottom of the unitAnywhere you can find our warranty terms and agreements it will state the sameAlso, as already mentioned, our notebook products only have one year warrantiesI do apologize for this issue, however, your unit is long out of warranty at this pointIf you want your unit repaired, you will need to send the unit in and pay for repairs [redacted] ** ASUS Corporate Customer Care

Dear Mr [redacted] ***, I do apologize for the issues you have experienced Our repair team has tested the unit with a working SIM, and we did not duplicate the issue you are having We have the test logs that we can share, and we would recommend trying a different SIM such as a new one from the carrier If we replace the product you will still experience the exact same issue as the SIM you have seems to be the problem We will be sending the phone back to you as no trouble found I very much apologize for the issues Best Regards, [redacted] ASUS Corporate Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ Dear Customer, I apologize for any inconvenience or frustration this may have causedAt this point the unit is almost years outside of the manufacture's warrantyI deeply apologize for this matter, but in order to get this issue resolved, you would need to send the unit in for an RMA for our repair center to take care of this issue for youWith that being said, as the unit is almost years outside of the warranty, it would be an out of warranty RMA, and you will have to pay for the repairI can set this all up for you and even provide you a prepaid FedEx label to cover shipping the unit in for the RMAThe repair center will assess the unit and then email you a quote for the cost of repairYou can pay it and we will do the repairs, or you can choose not to pay and we will ship it back to youI am again very sorry about this matter [redacted] ASUS Corporate Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had notified your company of the missing recovery partition when I received it back from from the repairs your company didThere was no damage to the laptop, just missing softwareLike I said, I was in the middle of taking online Bachelor courses and NEEDED the pc to do my school workSo I wasn't able to return it only for a recovery partition to be reinstalledIt would not been like this, if the repair that I sent it in for was done correctly the first timeAs I do appreciate the offer of the free shipping, all I want is the recovery that it should have come back from repair withPlus, I now when you guys get it you will want to charge me for other items and laborI'm sorry, but all I want is the recovery software it came withYou have all the information you needYou should as I do, have all the emails back and forth with your companyI don't have a copy of the phone conversation I had with your rep, that told me that nothing could be done for meI will forward all of my emails to Revdex.com as soon as I have a place to send them Thank you Final Business Response / [redacted] (4000, 32, 2016/01/26) */ Email Sent Directly To Customer: Dear Customer, I have just been informed that it has been approved for me to setup an RMA for you to send the unit in for a one time courtesy free of charge repairPlease let me know if you would like to move forward with this and I will get you all setup and provide you a prepaid shipping label for sending the unit in to us as well [redacted] ASUS Corporate Customer Care Final Consumer Response / [redacted] (2000, 34, 2016/01/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company has held up to their offer to repair the laptop free of charge for this one timeThey did try to help by sending me recovery discs but they failed to rectify the problemAll I asked them to do was to supply me with the recovery portion of the HDD that was supposed to contain the recovery partition, that was not contained on the HDD when returned to me after the repairs they had made during a warranty repair I thank them very much in taking care of the situation

Dear Mr [redacted] , I very much apologize for the issues you have experienced I was advised as of yesterday the repair team was unable to repair the product so they will be replacing it Please be advised that to process out a replacement the turnaround is 7-business days before the replacement will ship I very much apologize for the issues Best Regards, [redacted] ASUS Corporate Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/06/08) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter Have you been in touch with anyone regarding your case since your point of filing the complaint? I do show some other activity regarding your claim and want to be sure not to confuse you moving forwardDo you have any other information to provide to your case? Best Regards, [redacted] ASUS 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 causedLooking into your case I have noticed the latest offer we have provided you is a new in box unit and has much better specs than your original unit as wellYour original unit only had 4GB of ram, the unit we are offering you has 12GB of ramAlso the unit has a hard drive that is twice the size of your original unit as well as the CPU being a much better and faster one as wellOur latest offer is well more capable than your original unitPlease see the specs below, and again this is a brand new sealed in the box replacementIf you accept this offer, please let me know and I will get it shipped out to you overnight as soon as possible Reference [redacted] Model_Name [redacted] Color Dark BrownTouch No Touch ScreenLCD 15.6" HD (1366*768), matteCPU Intel Core i3-6100U GHzMB Chipset N/AMemory 12GB DDR4VGA Intel HDHDD 1TB (RPM)ODD DL DVD±RW/CD-RWSecondary_ODDOS Windows (64bit)WLAN 802.11ACWebcam VGA CameraBluetooth Bluetooth 4.1Keyboard ChicletI/O Ports 1x Headphone-out & AudCombo Jack; 1x RJLAN Jack for LAN insert; 1x VGA Port (D-Sub); 1x HDMI; 1x USB 2.0; 1x USB 3.0; 1x USBType C (gen 1)Card Reader SDBattery 38WHrs, 2S1P, 2-cell Li-ion Polymer Battery PackRemovable BatteryNet Weight (LB) 5.1Carton Gross Weight (LB) 7.7Machine Dimension 15.0" x 10.1" x 1.0"Carton Dimension (L*W*H, unit: inch) 20.1" x 2.6" x 11.8"Energy_Star YEPEAT NExpansion_Slots 1x Socket (one slot installed w/ 4GB) + [8GB on board]Category NB [redacted] **Asus Corporate Customer Care Team/Escalations Specialist

Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ Dear Customer, I apologize for any inconvenience or frustration this may have causedAt this point though, your unit is no longer within the original one year warranty, or the day warranty that the unit had under the last RMAWith that being said, the unit was also physically damaged and is the main concern hereAs it is very clearly stated in our warranty terms and agreements that physical damage is not coveredSo not only is the unit no longer within the warranty, its also physically damagedI have sent the picture of physical damage as an attachment on this replyYou can also view warranty terms and agreements here: http://www.asus.com/us/support/Article/681/ So, with that being said, you are no longer within your warranty, and the unit is also physically damagedBut due to you already having a prior issue, as previously informed when unit was at the repair facility, we offered waiving the return shipping and labor costs from the price of repairIf you would be interested in that, please let me know and I will get that setup for you [redacted] Asus Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I bought the laptop, the upper right hinge kept popping outI reported this to ASUS numerous timesThey claimed physical damage, yet a professional assessed ASUS didn't correctly assemble the unitThen the hard drive diedWhen ASUS finally agreed to honor the warranty, they did it within days of expirationI believe This was a business move on their part to avoid future claimsWhen the unit was returned to me the hinge on the left was now popping, and the hard drive failed again with the same exact errorASUS wants to keep highlighting the fact the warranty is expired, yet is doing so to distract from the fact I am not disputing the warranty is expired, rather that ASUS failed to correctly fix the unit when it was still under warrantyThey violated the warrantyGeek Squad checked this unit before shipment, and there was no physical damage to the u working hard drive, only internal damage caused by the negligence of ASUSAny physical damage that occurred did not happen prior to shipment and I have Geek Squad associate proofI believe ASUS is trying to dodge their responsibility to correct the negligence by trying to divert, and fabricate, any claims to avoid correctly repairing this unit that I bought in good faithGeek Squad can testify that this unit was not correctly repaired by ASUS and that it was not in new condition when purchased, as from the beginning when I tried to get ASUS to repair the unit hinge, Best Buy worked with me to try to get ASUS to fix the unit as according to warrantyAny "physical damage" to the unit was never, has never, been caused by myself and is due to the faulty manufacturing of my unitASUS broke the warranty agreement and continues to violate my consumer rights by refusing to repair this unit correctly since they have yet to do so Final Consumer Response / [redacted] (3000, 16, 2015/11/04) */ DUe to an unforseen situation (My son was sheduled for surgery), I was unable to respond to their offerI agree to their offer to fix the unit, and would like to receive the shipping labelPlease let me know if we can arrange this Thank you [redacted] XXXX XXX XXXX Final Business Response / [redacted] (4000, 18, 2015/11/05) */ Email sent to Customer Directly: Dear Customer, I have you all setup for the RMA at this point for your free of charge repairYou will be getting other emailsOne will be the RMA instructions, the other will be the prepaid FedEx labelPlease let me know if you have any further questions [redacted] ASUS Corporate Customer Care

Initial Business Response / [redacted] (1000, 5, 2016/01/14) */ Dear Customer, I apologize for any inconvenience or frustration this may have causedI am extremely sorry for this matterIf you can please provide me the Rebate tracking number and confirm the amount for meI should be able to get this approved and your rebate honoredI just need that informationI am again very sorry about this, but with that information I shouldn't have an issue getting this taken care of for youPlease let me know if you have any other questions or concerns [redacted] S ASUS Corporate Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Here is the info: Tracking Number: XXXXXXXXXXXXXXXX Rebate Offer: ASU-XXXXX Rebate Item: STRIX-R9380-DC2OC-4GD5-GAMING Graphics Carad Rebate Item UPC number(s): XXXXXXXXXXXX Rebate Reward : Service Level Basic : Final Reward : Final Business Response / [redacted] (4000, 9, 2016/01/25) */ Dear Customer, Thank you very much for that informationI have passed [redacted] along to the correct departmentRight now I am just awaiting the word that it has been approvedAs soon as I get an update on this matter, I will let you knowI shouldn't have an issue getting it approved for you and then it working no problemOnce I get an update, I will be emailing you personally to let you know [redacted] S ASUS Corporate Customer Care Final Consumer Response / [redacted] (2000, 11, 2016/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Dear Customer, I do deeply apologize for this matter, however, we are not able to refund you for the cost of a service you have paid another company forI do understand you were supposed to be provided a prepaid label, however, when finding out the label was not setup correctly, you should have contacted us and we could have created another labelWe are not able to reimburse you for you paying FedEx for a service Did you pay for them to package the unit or something? As our labels do only cover shipping, they do not cover packaging or packing materials if unit was not ready to shipI do apologize for this inconvenience [redacted] ** ASUS Corporate Customer Care

Initial Business Response / [redacted] (1000, 15, 2015/10/22) */ Dear Customer, I apologize for any inconvenience or frustration this may have caused We will not be able to refund that repair cost, what we can do is provide you an overnight FedEx label to have you send that unit in to be swapped out for the Gryphon Zyou were supposed to have receivedIf you do not wish to send your board first, we do have a cross shipment method we can utilizeI will explain belowPlease let me know what method you would like to move forward with and I can ensure you that you will be taken care of appropriatelyI am again very sorry about this matter 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 full business daysThen, 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 informationYou 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 submissionOnce 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] Asus Corporate Customer Care

Dear Customer, I have passed this information along to my superiors and they normally get these issues resolved within business hoursSo everything should be shorted out for you shortlyMost likely will end up being later todayHowever if you are still having issues in a few days, let me know [redacted] ** ASUS Corporate Customer Care

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 meSincerely, [redacted] ***

Dear Customer, I am extremely sorry for any issues this has caused you thus farHowever, upon looking into your case, I see that you were informed to send the unit in for servicing for this matter and not informed that this would be considered CIDI personally believe it shouldn't be something that is considered CID, especially since your unit appears to be in pristine condition and this is clear that is simply just a cosmetic failure and not from you abusing itI have reached out to the repair facility and stopped your unit from shipping out unrepaired and they are not going to repair it for you and ship it out as soon as it is done [redacted] ** ASUS Corporate Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter ASUS offices within the United States and Canada are warranty repair service centersASUS does not provide services other than hardware repair warranty servicesRequests for refunds or returns should be directed to the reseller Currently we only show one record of a repair, can the customer provide the reference or RMA numbers related to his service

Initial Business Response / [redacted] (1000, 5, 2015/09/22) */ Dear Customer, I must first apologize for the misinformation you received from the technician on the phoneWe normally do not reimburse for shipping on a first time RMA as your product is entitled to one-way freight shipping from the facilityHowever, seeing as you did receive a promise to be reimbursed, we are willing to do soIf you would, please provide an attachment of the invoice where you paid for the shipping through UPS? [redacted] ASUS Customer Care

Initial Business Response / [redacted] (1000, 5, 2016/01/25) */ Dear Customer, I apologize for any inconvenience or frustration this may have causedI completely understand your frustration at this pointHowever, it appears you are asking for a cross shipment on a notebook and that is something we simply do not offerWe will not be able to do a cross shipmentIf the units are still within their one year manufacture's warranty, then you can send the units in for repairThat is the only method for repair on our notebooks, you have to send them to the service centerI can provide you a prepaid shipping label for covering sending the unit to usWith all of that being said, our option for moving forward is you sending the unit in for repair at the repair facilityNow to let you know, the typical repair time is to business daysNot several weeks, I apologize for this misinformationPlease let me know if you have any other questions or concernsIf 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 / [redacted] (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 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 fixI will also think long and hard before purchasing another ASUS product [redacted] ***

Initial Business Response / [redacted] (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 onlyASUS does not provide any type of credit, refunds, upgrades / model changes, or new retail box replacementsWarranty is limited to hardware repair onlyPlease contact place of purchase for these servicesWith that being said, we cannot do a refundNow, what I can offer you, is a new in box replacement unitDue to the fact that you are having issues with replacement, you are eligible to receive a new in box replacementI 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 / [redacted] (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 computerThe retailer refers all problems with the computer that are beyond days to the manufacturerThis problem has dragged on for monthsA second new version of the smae computer will not resolve the rpoblems, it will just perpetuate the existing problemsIf ASUS -North America is only a warranty center, then who is able to rectify this problem? This is a manufacturer's defectThere is an implied warranty of merchantability that this prodict is fit for the ordinary purposes for which it is soldIt has never lived up to this purpose I want a differentcomparable model, or a refund Final Business Response / [redacted] (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 unitIt was not a new in box unit, at least not according to our systemThat serial number is a refurbished serial numberIf 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 possessionIf 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 youI will reach out to you at your personal email once I have all options I can offer you for moving forwardAs 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: so far all your company has done nothing but shown poor service and disrespectFirst you assure me you can fix it in a timely manner(weeks max) You charge be $+ $in shippingThen you take weeks before you finally decide you can not fix it in the time frameThen you offer me a sub par machineI tried to work with you on this and you kept ignoring me before finally magically finding the parts Then when you send it back you damaged the battery and told me to go screw myself on its replacementThen once turned into the Revdex.com you act as if you actually care and present a completely insincere attempt to make things good after I replaced the battery and upgraded the machineI have never had a company show such poor customer service & insincere attempts to remedy the issueI have asked several times that somebody contact me personally who is authorized to resolve thisInstead I get some email about an RMA with no explanation then I get a message from the Revdex.com with yet another insincere attempt to fix this but again you want me to send my old machine back that I have spent the money to fix your screw ups and time to arrange it to how I like then you send me a new machine that I have no idea the specs onAgain I either want my money back the $repair fee, the $to mail it and another $for the battery or if you want to give me a machine you send me a machine that I consider an upgrade (within reason) and I will consider the matter resolved to otherwise do not waste my time with insincere apologizes because you obviously do not care or this would have been resolved long ago so if you respond to this please do not insult my intelligence that you actually care If you wish to resolve this I suggest you call me, we arrange something, and then if we agree I can have the Revdex.com close this out as resolved otherwise I am not just going to go through the Revdex.com I will make sure every institution I teach for, government agencies I work with, & students I teach never buy another one of your productsI want a real sincere effort to resolve this.Sincerely, [redacted] ***

Dear [redacted] I very much apologize for the issues, however I have issued a new RMA [redacted] and sent a pre-paid shipping label I have also applied a replacement for same model in our system, so when you send this product in we will swap out in house Processing time is 7- business days once received and keyed in I very much apologize for the issues Best Regards, [redacted] ASUS Corporate Customer Care