ASUS Computer International

Dear [redacted] ***, I have looked into your case and previous RMA and I do apologize that your product was damaged due to FedEx shipping After review of your request ASUS can not provide refund of the product purchased price nor the shipping fees, nor a new in box unit ASUS warranty does state that we do not offer refunds and ASUS does not offer new in box replacements, if a product must be replaced it would be replaced with a recertified product At this time ASUS is willing to cover shipping both ways and replace your damaged unit with either same model or different model recertified unit If you decline this offer the only other option ASUS would be able to offer is repair of the original unit Please let me know how you would like to proceed and I will work though the entire process with you to make sure you get a replacement product you are satisfied with ASUS Warranty Policy - [redacted] Best Regards, [redacted] ASUS Corporate Customer CareTell us why here

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

Initial Business Response / [redacted] (1000, 5, 2016/01/16) */ Dear Customer, I am extremely sorry about the way things have gone for your prior to thisI am terribly sorry that you have had continual issues with this unit after repairI have brought this to my superiors attention so they can reach out to the facility and find out why this happened and what we can do in the future to prevent itI understand you are very frustrated with us and I do not blame you for that matterHowever, you are correct that with the unit being this long out of warranty, we will not be able to do anything for this matter outside of an out of warranty repair, which would require payment for the repairsAgain, I am terribly sorry about this situation [redacted] ASUS Corporate Customer Care Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/05/29) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter Please provide your proof of purchase so that we can verify your warranty statusThe 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 fileUnacceptable forms of proof of purchase are:bank statements, screen shots, forwarded e-mails, copy & pasted e-mailsYou will be able to reply back to the Revdex.com with the ability to attach the invoice in your next reply Best Regards, [redacted] ASUS 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] ***

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 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 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 / [redacted] (3000, 7, 2015/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) ASUS has not responded to the problemI paid the company to repair my computer and they have broken my computerI demand a replacement or money for a replacementI have paid for a service and the service has not been completedIf there repair centers are unable to give me my refund then they need to direct me to their offices were I can get a refundThe reseller is separate from this transaction since this was a repair serviceI 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 / [redacted] (4000, 9, 2015/06/23) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI 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 downtimeSince this is now an escalated service, I will email you with my contact information in case there are any other issues moving forwardIf you accept this proposal we will start the process immediately Best Regards, [redacted] ASUS Customer Care Final Consumer Response / [redacted] (3000, 15, 2015/07/10) */ Asus is resolving my issue in a very untimely manner, taking six months and countingI 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 refundAfter 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 computerso a week went by after I sent in my old broken computer to be switched outafter 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 computeralso adding to the night mare they responded saying that they dont even carry my model computer anymore new or refurbishedThey 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 themalso I am worried that they may try to rob me by saying my computer only comes with gb of ram but I upgraded that computer to hold 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 contractI 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 haveAlso they have been taking their good old time with thisit has been months now I have been without a computer and I refuse to wait any longerI need this matter resolved before I go back to school because I dont have enough money to buy a hole new computer

Dear Customer, Actually further investigating into your case, it appears your unit was actually repaired on the first RMA when you paid for itThey had updated the case incorrectly and did not notate the mistake in codes the selected, therefore it appeared they didn't even attempt to repair itHowever, there clearly was still an issue with the unit after repair and I deeply apologize for that matterThat is why you were able to send the unit in again and us repair it free of charge instead of you being charged for an out of warranty repairI understand you are frustrated you paid and it wasn't fixed right on that RMA, however if you did not pay, you would not have been able to send it in for the second RMA in which we did repair the unitAre you still having issues with the unit now or something? [redacted] * ASUS Corporate Customer Care

Dear Customer, I do deeply apologize about this issue and the frustration it has caused youHowever, in no way is this an excuseThis is ASUS policy and that is not something I can bend or changeAgain, I understand your frustration, however, we are not able to service this unitEvery product we produce is zoned to a certain region to be sold and serviced in that zoneWe cannot repair a unit from another zoneI am again very sorry about this matter [redacted] ** ASUS Corporate Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/04/24) */ Thank you for contacting ASUS Corporate Customer CareI apologize for any inconvenience or frustration this may have causedUnfortunately your product is not supported in North AmericaPlease contact your service center in Mumbai at the number XXXXXXXXXXX Thanks, [redacted] M ASUS Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/05/29) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matterThe warranty you purchased does not cover physical damage on the productI 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 / [redacted] (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 / [redacted] (4000, 9, 2015/06/15) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter We have been given the option to offer the repair costsYou 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

Initial Business Response / [redacted] (1000, 6, 2015/05/15) */ Dear Customer, We aplologize for any inconvenience and frustrations causedI will be assisting you with this issue moving forwardWe appreciate your patience regarding this matter Your case is under review and we will provide a response regarding the next step in the process Best Regards, [redacted] ASUS Customer Care Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/05/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) okay, please do soThe last response I got from Asus was they will reject all my RMA and returned the computer back to meThis is totally unacceptable, please give me your direct email address so I can foward you all the conversations I had with Asus customer service Final Consumer Response / [redacted] (3000, 14, 2015/06/08) */ ***Document Attached [redacted] , you informed me that my computer will be repaired free of charge and my repair gets rejected AGAINI got a invoice with the total amount of $This is not free of charge Final Business Response / [redacted] (4000, 16, 2015/06/22) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter I show now the repairs were approved, I apologize for the miscommunication againWe replaced the battery and the cameraAre you still having issues with the product? Best Regards, [redacted] M ASUS Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matterI realize that we are in fact out of turn around time on this RMASince it seems this RMA is for a customer of yours, I would suggest contacting our business to business support line in the futureThe number for that line is X-XXX-XXX-XXXX, they have shorter wait times and are a small group of networked technicians specifically for our business clients [redacted] ASUS Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) So the replacement part is FINALLY in shipment TODAY (still not arrived)And the only reason it shipped now, is because I had to spend AN ENTIRE AFTERNOON on the phone with ASUS and had to push the CSRs to handle it immediately, despite them wanting to call me back hours later or the following dayIf I should be contacting the business team, why did your customer care team not advise of this!? I purchase a business product and PAY EXTRA to have upgraded guarantee - ASUS has FAILED! I want an explanation as to why this wasn't handled appropriately the FIRST time I called and brought this to CSR attention? I need some reimbursement for the excessive, unnecessary time ASUS has cost me - you have pulled me away hours from billable clients to deal with your incompetent staffI also need reimbursement for the premium I paid initially on the product to get the ASUS CSM guarantee, that was never delivered and directly in violation of the Canadian Competition Bureau's laws on Warranties and Guarantees Final Business Response / [redacted] (4000, 28, 2015/11/04) */ Dear Customer, We are in no way responsible or should pay the difference in price between a motherboard and a CSM model boardEspecially a CSM model board that the customer themselves never owned or purchasedAs you have stated you sell these to your customersOur warranty terms states that we are responsible for the purchased unit, which we have offered repairs and even replacement forWe have offered everything within reason and have followed our warranty policyIf you do not want a repair or replacement, then there is nothing else that we can offer [redacted] ASUS Corporate Customer Care Final Consumer Response / [redacted] (3000, 32, 2015/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Firstly, I purchased the product and I claimed warranty on the productIt's none of your [redacted] business who uses it in the end; this is a blatant excuse for garbage customer serviceIf you believe you have satisfied requirements for the warranty, then you are uneducated on the CSM program Secondly, there is variable evidence that I was kept on the phone with your staff for 3+ hours during initial RMA, than another 2-hours+ followups when the product was sent, lack of product stock despite CSM guarantee, and nearly weeks to receive an ADVANCE shipped productAs you know the standard Band B85/CSM boards have a cost difference, the CSM costing morePlease clearly identify, considering "quid pro quo", what benefit exactly I have received for the additional cost spent on the CSM board

Dear [redacted] , I do apologize for the issues you have experienced I have checked into your RMA and the RMA was closed and shipped out on 8/2/via FedEx tracking [redacted] Based on the repair notes there were several items replaced in the product and this is one of the main reason due to part delays which we apologize for Items replaced based on our system are listed below New Part Desc SATAM9T BP 2TB 5400R 2.5' Q524UQ MB._8G/I7-6500U/AS UX560UX HINGE L SZS UX560UX IO_BD./AS UX560UX TP BD FFC 8P L UX560UX IO FFC 40P 0.5MM L I very much apologize for the issues Best Regards, [redacted] ASUS Corporate Customer CareTell us why here

Dear Mr [redacted] ***, I very much apologize for the issues you have experienced in regards to ASUS rebates I emailed the rebate facility manager and he advised me yesterday evening 8/14/17, that the reward cards would ship by the end of this week I very much apologize for the issues Best Regards, [redacted] ASUS Corporate Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/05/26) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter Unfortunately, we cannot offer any kind of refunds or monetary compensationsYou did not buy the notebook from us, so it is impossible for us to refund money we never received I will review your cases and service returns and will provide an update as soon as possibleIn the meantime can you please submit your proof of purchase to ensure the validity of your warranty periodThe 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 fileUnacceptable forms of proof of purchase are: bank statements, screen shots, forwarded e-mails, copy & pasted e-mails You will be able to attach the proof to your replies to the Revdex.com Best Regards, [redacted] M ASUS Customer Care

Email Sent To Customer Directly: Dear Customer, I am reaching out you directly in regards to your Revdex.com complaintI have some good news for you about this matterAfter speaking with my superiors more, I was able to pull some strings on this and get it approved for shipping the unit back to you in the Virgin Islands after repairHowever, the P.Obox will not work as we cannot deliver to a P.Obox at allDo you have a physical address that is maybe your work or a near by friend that is an actual street address of a physical locating instead of a P.Obox that we can use for this matter? As that is what we need in order to get you all setupOnce I have a physical address that I can use, I will be setting up the RMA for you and providing you all the necessary informationI am again very sorry about this matterPlease let me know if you have any other questions or concerns[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]

Initial Business Response / [redacted] (1000, 5, 2015/04/28) */ I apologize for any inconvenience or frustration this may have causedI am looking into this issue farther and will be in contact again soon [redacted] M Asus Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) It has been three weeks since I submitted a complaint and week since a representative from Asus stated that he is "looking into this issue" and "will be in contact again soon." Asus has failed to provide a substantive response to my complaint Final Business Response / [redacted] (4000, 14, 2015/06/08) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter We are willing to offer a model replacement and extend the warranty for the term you were with out the product Best Regards, [redacted] M ASUS Customer Care Final Consumer Response / [redacted] (4200, 16, 2015/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Asus failed to respond to any of the points in my last messageAs I said in that message: 1) the Asus warranty contemplates the replacement of a defective computer with a new computer; 2) even if the warranty did not contemplate replacement with a new computer, a new computer is warranted here because Asus failed to abide by the warranty; and 3) Asus has not provided sufficient information regarding its offer - specifically, how long it is offering to extend the warranty for (weeks? months?)

My response to Customer on Revdex.com site: 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 it appears you were informed of some wrong informationFirst off I am not sure why you were informed you most likely would not be getting your unit, that is completely incorrect, as we will repair original unit unless it is not able to be repaired and we have to replace itNormally we are able to repair the unit and that is not even an issue Also, for desktop units, we do cover shipping for them as we understand they are bigger bulkier itemsIt appears we already have an RMA setup for you and you may have already been sent the instructionsIf you did not receive a shipping label along with that as well, please let me know and I will be more than happy to provide you a shipping label as well so this whole process will not cost you anything, as long as the unit has no physical damagePhysical damage will void warranty, however, it does not seem that your unit would have any damage and it just stopped working on you You can reply to this email directly if you need a shipping label still to be sure you are handled as promptly as possible [redacted] **Asus Corporate Customer Care Team/Escalations Specialist

Initial Business Response / [redacted] (1000, 5, 2015/05/21) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matterYour Revdex.com complaint has been received; however, there is a delay in processing due to the concern of your warranty extension Please provide your proof of purchase so that we can verify your warranty statusThe 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 fileUnacceptable forms of proof of purchase are: bank statements, screen shots, forwarded e-mails, copy & pasted e-mailsPlease attach the document to your next reply Best Regards, [redacted] M ASUS Customer Care Best regards, [redacted] M ASUS Customer Care