- Report: #929724
Report - Rebuttal - Arbitrate
Complaint Review: ASUS Computer International
ASUS Computer International800 Corporate Way Fremont, California United States of America
ASUS Computer International Product Defect Fremont, California
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The second time I sent it back with the same problem they kept it for over a month, telling me they were testing it further, but couldn't find anything wrong other than a dead battery, so once again they "just charged it and sent it back". I was made to feel like an idiot, like I didn't know how to just attach the cord and charge the tablet. During that month I had to continue to call every week to get updates. I was told a manager would return my call to which he never did. So I called back and requested to speak to the manager and I was on hold for over an hour as I refused to hang up. The manager said he would put in a request to have someone from service call me back. I never heard from anyone. Previous to my phone calls I was sent an email asking me questions regarding the tablet to which was never replied back to me. I still have the emails and would be happy to forward them to whomever is reviewing this complaint. I was also told there would be a complete testing sheet in the box telling me what the problem was since the customer service agents could not tell me. Come to find out it looked exactly like the first sheet I was sent that said no problems detected.
Since the second return I have been extremely careful to not let the battery drain, by fully powering off the device when not in use. Unfortunately, I was running late out of a meeting on Wednesday 08/15/12, so I just put the tablet to sleep. I then came down with a migraine that put me in bed for 24 hours; of course the tablet had a completely drained battery. When I went to plug it in Friday morning IT WOULD NOT RECONIZE THAT I HAD PLUGGED IT IN. Same issue now a third time. I have not called the customer service department as I am not confident that anything will be done other than charging it and sending it back to me. I do not want to experience the problems ever again.
I did all the tricks and tips that have been suggested by other people on the internet that are experiencing this same issue, which means product defect in my eyes, i.e. putting the cord in a plastic zip lock bag then putting it in the freezer, plugging it into an active PC to let it trickle charge to jump start the battery, and putting the tablet on my docking station to wake it up. None of these have worked. I have left the tablet plugged in for over 3 days and it still will not turn on as of Monday 08/20/12. I currently have it plugged in on a brand new cord that I purchased after the first incident thinking I could have a defective cord and that would solve my charging issues. Both cords charge the tablet as long as the battery is not completely drained.
I am disguised with this tablet. If I let my phone, laptop, IPod, or any other electronic device I have ever owned to run completely dead I am able to just plug it in, charge, and use. Never in my life have I had to send it in for repair for a simple dead battery.
Asus has always been willing to take my tablet in for repairs and for that I am grateful, but what happens once my year warranty is up, and they no longer have to service the product? Will I then be responsible for shipping it back to them and paying for the service center to charge my tablet? This sounds ridiculous.
I have given Asus plenty of chances to make this right. I did not ask for a refund in the beginning, I only asked for a product replacement. They denied the replacement, stating Anything can be fixed in our service department. To me it seems like your service department knows how to put a band-aid on your products. Which I am sure is a tactic to get through the first year and then leave the customer with a defective product that no longer is covered by a warranty.
This report was posted on Ripoff Report on 08/20/2012 08:15 AM and is a permanent record located here: http://www.ripoffreport.com/r/ASUS-Computer-International/Fremont-California-94539/ASUS-Computer-International-Product-Defect-Fremont-California-929724. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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