ASUS Computer International

Dear Customer, I see you are requesting a refundUnfortunately, we cannot offer any kind of refunds or monetary compensationsWe 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 days of purchase ASUS, as the manufacturer, offers a limited warranty for the products that only covers repairs or replacement of the units With that being said, what I can do is replace the unit for youI will also provide an overnight label for you to ship your current unit in to get it replaced as soon as possible [redacted] ** ASUS Corporate Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/05/20) */ Dear Customer Thank you for contacting us here at ASUS Corporate Customer Care I apologize for any inconvenience or frustration this may have causedThank you for this feedbackWithout feedback we will not be able to make changes in the eyes of the customer What is the problem you are having with the product so that we can work together to resolve this issue I appreciate your patience moving forward Best regards [redacted] A Asus Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/08/28) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matterAt this point I can certainly authorize the replacement of your notebook with a fully tested, recertified unitASUS will not be able to reimburse you for the shipping costs incurred, but I can certainly provide prepaid shipping for this processIf this is an agreeable solution for you, I will proceed with the RMA [redacted] ASUS Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) At this point I have already sent the laptop to you twice with the same issue and had been told both times that I would receive a sheet stating what was doneThis was not done either time and was told that they don't send them via emailI would prefer not to end it back a third time at my cost and wait another two weeks for it to get back to me hoping that it is fixed, Asus appears to be a wait and see company what I mean is that both times the laptop was sent to you I was told to see if it still has the same issue when I get it shouldn't that be done by one of your techsAs I mentioned to your rep my son received this as bday present which is huge for a yr old but the last rep I spoke to told me that there is really nothing h could do and for me t waitI wanted to speak to a supervisor twice the first time I was told that a message was sent and I would hear back shortly but never did Final Business Response / [redacted] (4000, 9, 2015/09/01) */ Dear Customer, we do not have an advanced replacement program for notebooks, so any continued RMA service would be a maoptionAs previously stated a new RMA would be created in which that unit would be replaced with a fully tested, recertified unit of the same modelI cannot reimburse for past shipping expenses incurred, but I can issue a prepaid label for this new RMA that I would create, if this is acceptable [redacted] ASUS Customer Care

Complaint: [redacted] I am rejecting this response because: That is a substantially worse display than what I currently haveI request a full refund for my display $269.99Sincerely, [redacted]

Dear [redacted] , I very much apologize for the issues you have experienced Based upon our system the motherboard was replaced in the unit and the OS was reloaded As a onetime courtesy we can provide a recertified replacement to resolve this Otherwise the only other option would be for you to send the current product in for a repair Please let me know how you would like to proceed I very much apologize for the issues Best Regards, [redacted] ASUS Corporate Customer Care

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 times in about monthsEach time, I've been without the computer for weeks, this last timeso out of months, it has been at the warranty department for 6-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?

Initial Business Response / [redacted] (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 replacementI deeply apologize for that matter as I completely understand your frustrationWith that being said, what I can offer you is a free of charge repairI 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 usPlease 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 itI am again very sorry about this matter [redacted] ASUS Corporate Customer Care Initial Consumer Rebuttal / [redacted] (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 months? It's broken twice alreadyWhen you replace the parts they ought to be warranted for a yearI think this is reasonable on your partThe 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 DecemberDo you have a shipping box? Final Business Response / [redacted] (4000, 9, 2015/11/06) */ Dear Customer, If you accept the offer of the free of charge repair, that repair will have a day warrantySo if you have any issues in that time frame, you can do another RMAAny additional RMAs will have a day warranty as wellIt will not add an additional days, but the unit will have a day warranty from the day you receive it backBeing 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 understandNow as far as a box goes, that is not something that we do have to send out and I apologize for that matterBut I can provide a prepaid shipping label to cover shipping the unit inPlease 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 / [redacted] (2000, 11, 2015/11/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I Will send it in around December Go ahead and issue the RMA if it's good for daysPlease email the label

Initial Business Response / [redacted] (1000, 7, 2015/07/31) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter We are willing to offer a repair free of charge as a one time courtesy to resolve the complaintThe customer will receive shipping instructions and a pre-paid shipping label Best Regards, [redacted] ASUS Customer Care Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/08/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) If the company lives up to the response I would be very satisfiedI understand they are unlikely to refund my purchase priceI hope for more than months of service after a $repair on a $device

Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ Dear Customer, I apologize for any inconvenience or frustration this may have causedI am very sorry about this matterDo 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 youTo confirm, the rebate amount is $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 possiblePlease let me know if you have any other questions as well [redacted] ASUS Corporate Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/08/28) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matterI see by an internal case number that you were able to get through to support on 8/If you are still experiencing issues, the correct number for support would be X-XXX-XXX-XXXX, the chose options 2, and then for wireless router support [redacted] ASUS Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/06/01) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter Can you please respond with pictures of the stated damage in your complaintI will attach the image(s) to your service case and we will be able to provide some options once we have received those Best Regards, [redacted] M ASUS Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The digitizer is defective, how do I take pictures of this? It's internalThere are micro scratches all over the unit too, on the back and glassThis is how it cameThey don't really show up well in photos Final Business Response / [redacted] (4000, 9, 2015/06/15) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter Please send us your best attempt to get the claimed damage for documentationOur procedure requires a picture for review before our systems will allow us to process the next step in the process Best Regards, [redacted] M ASUS Customer Care Final Consumer Response / [redacted] (4200, 11, 2015/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is their way of blocking any supportThey are asking me to take a photo of the defective digitizer that is inside the unitIt's like asking someone to take a photo of airThey do this on purpose because they no you can't provide the requested photo

Complaint: [redacted] I am rejecting this response because: Thank you for contacting me, but this is not an appropriate response to the situationAsus advertised a product including a Windows Pro upgrade, and they did not provide this product even though they were paid in full for itThey claim to be unable to offer the product that they willingly advertised, and refuse to reimburse for the cost for me to purchase it myselfInstead, 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 resolutionMy 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]

Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ Dear Customer, I apologize for any inconvenience or frustration this may have causedI do understand your frustration, however at this point the unit is years out of warrantyWith that being said, you would have to pay for the repairs upon sending the unit in for servicingNow, as far as the issue you were having with the Frecovery not working, your hard drive was most likely failing, thus the reasoning the recovery tool resulted in the crashI do deeply apologize about this matter, however with the unit this far out of warranty and the troubleshooting steps that were taken being standard troubleshooting steps, there is nothing we can do for this matterOutside of you sending it in for repairs, and paying for the repairs, you can purchase the recovery diskWe will not be able to send one out free of charge [redacted] S ASUS Corporate Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regardless if the hard drive "was failing", the computer was in good running order before installing and running the recovery toolWith that being said, the computer could have ran another hour or another months before crashing; in that case it would have been on me I would have understoodHowever, the tech told me to download and run the recovery tool, by the way, not even warning me this is what could possibly happen, and now my computer is doneAll my pictures gone, my school work gone, and nothing can be done about it Since this has happened, I've spoke to people about it; their response back to me were "that's your first problem, you bought an Asus"Or "I wouldn't have bought the Asus computer to begin with, they're horrible"With my own opinion I'm starting to see why I do not accept the resolution and I will never do business with Asus again Final Business Response / [redacted] (4000, 9, 2016/01/11) */ Dear Customer, I am extremely sorry about this matterHowever with your unit being this far out of warranty, an out of warranty repair with payment for the repairs would be the only option for getting this resolvedI can provide you a prepaid label to cover shipping the unit to us, but you would be required to pay the full repair costI again apologize for this situation [redacted] S ASUS Corporate Customer Care

Dear Customer, I am extremely sorry about this matter, please provide me the below information and I will pass it along to my superiors to get this sorted out for youThey normally get rebates approved within a day or of me sending them the information Your name used for rebate: Rebate tracking number: Full product model: Rebate amount: Please let me know if you have any other questions or concerns [redacted] ** ASUS Corporate Customer Care

Initial Business Response / [redacted] (1000, 6, 2015/05/13) */ Dear Customer, I apologize for the inconvenience and any frustration causedI will be assisting you moving forward with this matterI will inquire with my team to see what options we can offerThank you in advance for your patience best regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response as of right nowThey have only said that they'll see what they can do; which is not anything more than what I had already dealt withOnly once they have provided a solution will I accept their response Final Consumer Response / [redacted] (3000, 14, 2015/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I provided more information to the case on 06/03/You'll have to be on the goldengate.app.Revdex.com.org site and view the case to see the attachmentsOtherwise, there isn't a way for me to attach pictures when filling out a response Final Business Response / [redacted] (4000, 16, 2015/07/23) */ 7-23- Sent via email from business: Hello [redacted] , We will honor a repair for the customer and waive the cost of repairThe customer will be emailed shipping instructions and a pre paid label to resolve the customers complaint Best Regards, [redacted] ASUS Customer Care Lead

Dear [redacted] ***, While I do understand you are upset about the delay in the repair, please understand that you sent us a unit to be fixed out of warranty and as such parts had to be ordered from overseas to complete the repair The warranty on your ASUS product ended on 8/15/and based on our system only carried one year warranty ASUS is willing to replace the unit you have with a comparable recertified unit, however you will not be able to be upgraded nor will ASUS be able to give you a two year warranty as all ASUS notebooks ship retail with one year warranty from date of purchase or date code serial number If you are interested in a recertified computer with like specs please let me know and we can get the process started Please be advised since you are out of warranty you would only receive a day refurbished warranty with the replacement ASUS Warranty: [redacted] Best Regards, [redacted] ASUS Corporate Customer CareTell us why here

Complaint: [redacted] I am rejecting this response because: The business is refusing to provide a new display as they had previously stated they would doI have been working with them for months now, and have gone nowhereI will not under any circumstances do another credit card hold, as it took forever, and I was mailed a box of trash because ASUS is angry or just really incompetentI also will not mail in my monitor, as I would probably never get a replacement! Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/27) */ Dear Customer, For this matter, I would like to offer you a free of charge repairEven though you are a year outside of the warranty at this point, I will go ahead and honor a free of charge repair for youI will set you up for the repair and provide you a prepaid label for shipping the unit in to usPlease let me know if you accept this offerI will be more than happy to get you all setup for this [redacted] Asus Corporate Customer Care Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your offer to repair my Nexus I will accept your offer, under the condition that the repair be guaranteed in some wayIn my time spent researching researching this issue (before filing the Revdex.com complaint), I've read of various instances from other customers who had their device repaired & still had this issue persistIf the repair cannot be guaranteed, then Asus should offer to replace the unit instead

Initial Business Response / [redacted] (1000, 5, 2015/06/24) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter Unfortunately the ASUS North America does not handle complaints from our over seas facilitiesYour complaint is certainly warranted, however one thing you could that would help you exercise your warranty agreement, is to call our North America Support at 888-678-(Toll Free)troubleshoot with an agent to the root cause, and ship the product to the United States for service As far as our contacts for our facility in Italy, the only number we currently have is XXX XXX XXXIs this the number you have been contacting for service? On the other option is to wait for you to arrive back in the US, and we can set the product up for service and diagnostics to resolve your issue ASUS offices within the United States and Canada are warranty repair service centersASUS does not provide services other than hardware repair warranty services Best Regards, [redacted] M ASUS Customer Care

Complaint: [redacted] I am rejecting this response because: What Zenfone do you offer that uses 40mhz on the band? What would it take for Asus to replace this handset with one of those? I appreciate your help.Sincerely, [redacted] ***