ASUS Computer International

Initial Business Response / [redacted] (1000, 5, 2015/12/07) */ Dear Customer, I apologize for any inconvenience or frustration this may have causedI cannot apologize to you enough as this should never be an issue at allHave you received the unit at this point? I want to be sure you are taken care of and this is handled properly from here on outI am again very sorry about this matter and even if you have already received the unit at this point, I will be having this looked into to prevent this in the futurePlease let me know if you have any other questions or concerns, or of course if you are still having an issue and haven't received the unit yet [redacted] ASUS Corporate Customer Care

Someone finally got back to me and I was told to send them in againThe case number is [redacted] for RMA [redacted] & [redacted] I sent pictures before and have not heard anything back from when I submitted the picturesI have confirmation from FedEx that they both were delivered to ASUS again to be looked atI am sure I won't hear anything about them and they will just appear on my door step againI hope that is not the case as I typically buy all ASUS productsThis is the first time I have ever had an issue with and ASUS product and the whole support process for this issue has been a nightmareThanks for your help with this Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Even though we have made a very small amount of progress in which no one yet knows the result I will continue to reject this until I know the issue has been 100% resolved I received a call from [redacted] at ASUS this morning he has set up an overnight RMA which I have just received via email and will get it packaged up and send out first thing Monday morning It will take 5-days to have the unit checked in worked on and sent back unless parts are neede then I have no clue how long I will be in waiting for my laptop back, but if parts are in I will have the unit back in no more than days from shipment dateIt will be tested and hard drive will be replaced if neededIt can't be fully tested until I receive it back to see if it actually works with what o bought it for, if it does not I am told by [redacted] and [redacted] they will offer a model change again a long process of overnighting my laptop back to them 5-days before it's logged in and then a process begins to try to find a laptop that may work then overnighted back to me once that determination is made, after that I must test it again if it still does not work then I am told a full refund may be offered at this time but nothing will be satisfactory or resolved until I get the unit(s) back and test them at length to make sure I do not have any issues at all so all in all with everything involved nothing will be resolved if at all for roughly plus days so if it is resolved it will have taken about months with this company to get any resolution at all but all this remains open until it all can be tested by me even though asus computers own tier people agree the hard drive is the issue and sending it on may have no way of testing without my equipment that is plugged into the computer they can not possibly produce the same issues or know if it is resolved It should have never taken this long or come to this if they had people to speak to that actually knew about computers it may have gotten resolved much much faster and without all this red tape but thankfully with the help of the Revdex.com something is finally happening after almost months time I will keep you updated as things happen and post my results as things are tested when I receive my computer back from ASUS.Sincerely, [redacted]

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 matterASUS only has one method to provide for shipping the productI have emailed you an address that participate in FedEx's shipping Best Regards, [redacted] ASUS Customer Care Initial Consumer Rebuttal / [redacted] (3000, 15, 2015/06/26) */ Up to this point I have been some what satisfied with the actions ASUS has taken to correct the problemI 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 / [redacted] (1000, 5, 2015/05/22) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter I am looking into this issue further and will be in contact again soon best regards, [redacted] M ASUS Customer Care Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am responding as Revdex.com has stated it is necessary to respond for this case to continue furtherI am stating that I do not accept the response from the business because there has been no resolution yetI will eagerly and patiently wait for a resolution but please keep in mind it has been almost weeks since the case has been openedThank you Final Consumer Response / [redacted] (3000, 36, 2015/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The complaint will not be resolved until I receive the product back in working conditionPlease make note that asus has sent me an email at 9:12pm on 11/22/with a copy of a bill in the amount of $stating "Your RMA was received on (11/17/15); however there is a delay in processing as the unit is Out Of Warranty Payment will need to be processed no later than (11/25/2015) in order to prevent your RMA from being returned unrepaired on the fourth business day (11/26/15)." Please also make note I have no intention of paying any service charges Final Business Response / [redacted] (4000, 38, 2015/12/09) */ Dear Customer, At this point it appears your unit was received by you over the weekend on Saturday(XX-XX-XXXX)Please let me know if you are having any issues with the unit or have any further concerns regarding this case [redacted] S ASUS Corporate Customer Care

Initial Business Response / [redacted] (1000, 5, 2016/01/27) */ Dear Customer, I apologize for any inconvenience or frustration this may have causedAfter looking into your case, I completely understand your frustration at this pointI also understand the fact that you are asking for a refund, that is simply something we cannot doUnfortunately, we cannot offer any kind of refunds or monetary compensationsWe do not sell 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 However, with all of that being said, what we can offer you is a brand new sealed in box replacement unitWith this being an older unit we may not have any new units in stockWhat we normally do in that situation is offer an upgrade modelSo, if you would like to have the unit replaced with a brand new sealed in box unit, that is possibly an upgrade, please let me knowI can then get you all setup for everything and check stock on what we have available and if we do not have your original unit new in box, I will provide you the details of what we can offer to see if you acceptPlease let me know if you want to move forward with a new in box replacement unit [redacted] ASUS Corporate Customer Care Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes that would be great, how ever I really do not want the same model that I have had all these issues with, unless it could come pre installed with windows on itAlso I would take a upgraded model with windows pre installed on it, and I would need it set up with all around the specs I have on my current laptop, this laptop has 6GB memory,and a 750GB hard drive,and a iX XXXXM processor, I do not want any processor that is a U model, meaning Ultra Low Voltage, I know this processer is not being used anymore so what ever model it comes with may have upgraded version of this, I would also pay the difference for a upgrade beyond what you guys would offer in a model, like something with a iMQ, or iHQ processorAnyway just let me know what is available, and like I said I am very leery about getting the same model, even though I still like the body on my current model, and it still looks up to date, I just do not want it in anything except windows 10, as I am thinking this is where a lot of the issues have come fromAnd there are no drivers updated for windows on this K55AThanks

Complaint: [redacted] I am rejecting this response because:the response hardly makes any sense grammatically, any suggested action is guaranteed to be lost in a mountain of corporate bureaucracy, and I am not satisfied with the reparations and lack of responsibility displayed. I was told by a representative of the company through their official website chat service that the missing serial number would not affect the status of my RMA. After the months of awful communication from this company, I cannot accept more shipping charges that will result in even more costs to me because they refuse to acknowledge their mistake.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/25) */ Dear Customer, I apologize for any inconvenience or frustration this may have causedAccording to our records and your serial number the units warranty expired on 6/17/You contacted us on 11/23/reporting these issuesAt this point, your unit is long out of the manufacture's one year limited warrantyI deeply apologize for this matter, but you are no longer within that warranty periodThe warranty terms and agreements were agreed to upon purchasing the unitWould you happen to have your proof of purchase showing that you are just outside of your one year warranty from the date of purchase? As our system sometimes only reflects the one year warranty from date of manufacturing, and not date of purchaseIt is possible this unit sat on the shelf where it was purchased from for some time before you purchased it, therefore that would clarify why the warranty information is saying your unit's warranty ended in June of last year as it was not updated with purchase dateYou are claiming these issues started days after it ended, and you contacted us about these issue on 11/23/So, if you have an invoice reflecting that, showing you are just outside of the warranty, please provide that [redacted] ASUS Corporate Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I BOUGHT the computer online at 12/10/2014, months after YOU say the warranty expiredHow can a warranty expire on a product before it's even ordered or owned by the person? If necessary, I'll simply access the credit card records of the transaction which will show you to be in error Final Business Response / [redacted] (4000, 9, 2015/12/07) */ Dear Customer, As explained in the previous response, the system runs by the manufacture date as far as the warranty term goesWhen the unit is manufactured, our system shows the warranty start date from that dayWhen a unit is sold by a reseller, that information gets updated by purchase date from the reseller and it updates our systemThat however does not always work correctlySo, if you have your invoice/proof of purchase showing the unit was purchased around the time you are saying, I will be able to get you setup for a one time courtesy repair free of charge repair due to the fact you are so close to the end of the warranty and all of this confusionPlease provide the invoice/proof of purchase and I should have no problem getting you all setup for this [redacted] ASUS Corporate Customer Care

To Whom It May Concern, This customer has reached appropriate escalations teams that are dealing with my team directly and we have everything all worked out at this pointIt appears we are going to be sending them a replacement and are getting that all squared away on our end at this moment If the customer has any more issues, please let me know [redacted] **Asus Corporate Customer Care Team/Escalations Specialist

Complaint: [redacted] I am rejecting this response because: I see how Asus is not flexible at all in their policy and all this information will help other customers see how stubborn and unflexible Asus is with a simple matterThere is no other company that actually divide their warranty in different zonesIt's amazing how Asus does not take in consideration that marketplaces like amazon or eBay sell products from different regions and warranty is not an issue because the manufacturer is the sameSo let me tell you that your policy does not make any sense and all this information will be used to really let customers know how Asus acts towards their customers and products Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I rejected the first response and this second response is the exact same thing from the companyThey do not in any way want to address what my issues are.Sincerely, [redacted] ***

Dear [redacted] ***, I very much do apologize and empathize with you regarding the issues you have experienced with our support team as well as the issues with getting the product back damaged during shipment However, ASUS warranty is firm that if ASUS is to replace the product it will be with a recertified unit The “Lemon Law” also known as the Magnuson-Moss Warranty Act does not require ASUS replace the product with a new unit, only that we replace it with one that is functional which is what you are being offered Based on our system I see only one RMA where you have sent the product to our repair facility and it was repaired and returned to you It is unfortunate that the shipper damaged it while it was enroute to you ASUS is extending the offer to you to replace the unit, however again it will be refurbished product If you decide you do not want the replacement then the only option ASUS has for you is repair of the damaged product you received Again, I am very sorry for the inconvenience this has caused you however again ASUS is honoring the warranty within the laws of the United States An RMA ( [redacted] ) was issued for you and prepaid shipping label already sent to your email address Please feel free to let me know if I will need to resend either pre-paid label or shipping instructions Best Regards, [redacted] ASUS Corporate Customer CareTell us why here

I think it's just an excuse to refuse warranty obligation from the manufacturers, the box of the phone clearly states us warranty, the product it's within the warranty periodI never heard of different zones for different warrantiesComplaint: [redacted] I am rejecting this response because: the manufacturers had obligation to cover for the warranty just like they state in their productsSincerely, [redacted]

Initial Business Response / [redacted] (1000, 17, 2015/08/10) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter After reviewing the case, I have found that your correct in regards to the product was indeed manufactured with a WiFi/Bluetooth combo card The desktop support number I have is X-XXX-XXX-XXXXCan you explain the type of issue you are experiencing? best regards, [redacted] ASUS Customer Care Initial Consumer Rebuttal / [redacted] (3000, 19, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Any Bluetooth device is not recognized by the ASUS computerI don't know what is causing itNeither did multiple technicians who researched the issueFinally the last technician just down right lied to me to close the issue by stating that his records indicated my unit did not come equipped with Bluetooth Final Business Response / [redacted] (4000, 21, 2015/08/26) */ Dear Customer, at this point I would like to have your PC come in for diagnostics and repair at our regional repair facilityI have supplied the RMA form and Fed Ex prepaid shipping label that I have sent to your emailThe RMA number reads USX258Cand can be tracked on the ASUS website http://www.asus.com/support/Repair-Status-Inquiry/ I also took the liberty of extending your warranty days Final Consumer Response / [redacted] (4200, 23, 2015/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The PC and their other product lines (experienced first hand) are substandard along with the company's ethicsi got rid of the PC unit in question and bought a HP and am very happyAEUS support staff will tell you anything to get rid of your support callI don't want anything from ASUS just to warn the public of the quality of their support staff and the quality of their productsDON'T buy ASUS you will regret it

Complaint: [redacted] I am rejecting this response because:Laptop was not repaired when I sent it in. It was returned to me with the very same issues I sent it in for- the laptop died again after turning it on for 9 minutes. Do not ask me to send a "detailed problem description" when I sent a very detailed one the first time. I was told on 8/24/17 that "What's happened to you is unacceptable and against company policy. Let me pass you (sic) case to supervisor to see if there is anything extra we can do to help." This was per the chat helpline. I was told a supervisor would contact me within 24-48 hours. No one ever contacted me!! After my experience with this Asus product I read many reviews and complaints stating the same experiences I had. It is not acceptable to play this send it back and forth game with their defective products. I will not purchase another one after this experience.Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 8, 2015/06/22) */ Dear Customer, I apologize for the inconvenience and frustration this has causedI appreciate your patience regarding this matter What is your desired resolution for this Revdex.com complaint? If AMAZON has issued you the refund you will be the party responsible for the shipping of the product to that distributor Best Regards, [redacted] ASUS Customer care Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I extremely disatisfied the way Asus has handled my service request and request for reinbursementYesterday, I received a response from Asus indicating that they returned the original computer that Amazon was asking me to return for reimbursement I will wait if Amazon will honor their promise to make good with thier promised for full reimbursement before I will agree to close my complaints against Asus

Initial Business Response / [redacted] (1000, 5, 2015/12/30) */ Dear Customer, I apologize for any inconvenience or frustration this may have causedI am terribly sorry for the delay on this matterAt this point though, your unit has shipped out under FedEx tracking number XXXXXXXXXXXX and you should be receiving the unit todayPlease let me know if you have any further questions or concerns [redacted] S ASUS Corporate Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received the unitI am not satisfied with how this is being handled since many "supervisors" have promised me my unit almost a month agoThis response does not address the issue of mishandling this situation Final Business Response / [redacted] (4000, 9, 2016/01/06) */ Dear Customer, I am extremely sorry about the way you were handled for this matterI just wanted to let you know at this point, I have passed [redacted] experiences along to the correct departments to have everything looked intoThey will get to the bottom of what happened and correct it for the futureI am again, very sorry about this matterI can ensure you though, we are taking proper action to get this resolved and prevent it in the futureI 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 / [redacted] (1000, 5, 2015/05/06) */ Dear Customer, I apologize for any inconvenience or frustration this may have causedI am looking into this issue further and will be in contact again soonI will inquire with our service team to see what options we can go overAgain, I sincerely apologize for the problems this has caused you and I will provide a response as soon as I receive one Best Regards, [redacted] ASUS Customer Care

Dear Customer, Looking into your case, I see you are covered with the ADP warranty that covers cracked screens and you are well within the time-frame of the warranty as wellIt appears you have already reached our RMA department yesterday and been setup an RMA for repairSo, you should be all good to toPlease let me know if you have any other questions or concerns throughout this processOr if you run into any more issues and I will be sure you are taken care ofYou can keep this email on file to reach out to me at any point for help [redacted] * ASUS Corporate Customer Care

Dear [redacted] , Unfortunately ASUS does not provide refunds as per ASUS warranty policy For refunds you would need to contact the point of sale Please see this link for full warranty terms - [redacted] Since you have had several RMA’s on this unit we are willing to replace the product for you with a recertified model change so a different computer model all together If you are interested please let me know and I will get the process going for you Best Regards, [redacted] ASUS Corporate Customer Care