Dear Sir / Madam,
I bought an ASUS Laptop - UL80V on 05/25/2010 through BUY.COM and the product was shipped by ADORAMA.COM for $734.99. This product has 2 Years Global Warranty.
The Laptop's keyboard is defective and I also found online that it's a product bug. I called ASUS customer care for returning this laptop as its NEW & DEFEVTIVE, ASUS Customer care said that it cannot be returned as the orders have 14 days return policy even though I received the online product after weeks...
ASUS advertises that this Laptop battery lasts for 12 hours without need to charge again...But It wasn't lasting even for 3 hours..
Finally on 2nd week of December 2010, ASUS sent me an RMA label for sending the laptop to service center for repair...I have already bought another ACER laptop & have a DELL laptop for my use...
Original RMA # EF0C1294 ( I received with the service details but not found it their database )
New RMA # USPT0C1327
C/N : 864-001A
S/N : A2N0AS064041067
P/N : 90NYEA724D1121VT950Y
Customer Name: ARUN PRAKASH DHAVAMANI
ASUS Service: ASUSTEK COMPUTER INC. [continued below]....
121 River Ridge Circle, Dock C
TEL: 812 282 2787 / FAX: 812 284 0883
ASUS did not service the keyboard issue and found the battery defective. Sent me a wrong battery ( MY LAPTOP IS UL80V but ASUS SENT ME UL50's BATTERY ) for the laptop. I found it not suitable and informed ASUS to send the correct battery ASAP as it's their fault.
Every day i called ASUS Service but there was no proper response from ASUS customer care agents. They always said that the issue has been sent to the department but no info provided to me.
After talking to few agents, I spoke to their Managers to help in this case..Their Manager's promised that they would call back with the status but nobody did.
Requested ASUS to fix it before as I wanted to send my laptop to India (Jan 14th),No response fro ASUS for a month and after Jan 17th 2011 I received a mail from ASUS asking to fill up a form with my CREDIT CARD information so that ASUS will send the correct battery.
I refused to give my credit card info as the amount I paid already is a total waste and I waited for more than a month. And I requested them to send the laptop to INDIA as they didn't to provide any update / service for more than 2 months OR Refund my money completely...
Now, ASUS seems ready to send the battery to USA. After all this delay and worst service, I cannot expect good service from ASUS.
Spoke to ADORAMA & BUY.COM and they say that ASUS's warranty is not under their control.
IT IS NOT JUST ABOUT WARRANTY BUT 2 MONTHS OF DELAY IN SERVICE.
FROM THE DAY 1, THIS PRODUCT NEVER WORKED AS DESIGNED. I COULD'T GET SERVICE UNTIL NOW. THE LAPTOP'S KEYBOARD IS STILL NOT FIXED AND THE CORRECT BATTERY IS STILL WITH ASUS. I CANNOT EXPECT GOOD SERVICE FROM ASUS AS I NEVER GOT IT SO FAR.
NOW - ASUS, ADORAMA & BUY.COM claims that I am refusing the service.
- MY LAPTOP IS UL80V but ASUS SENT ME UL50's BATTERY
- ASUS DID NOT EXPLAIN THE REASON FOR THE DELAY OF 2 MONTHS.
- ASUS DID NOT FIX THE ISSUES UNTIL NOW.
- NO OPTION FOR SUBMITTING REVIEWS FOR THEIR PRODUCTS ON ASUS SITE
- I CANNOT EXPECT GOOD SERVICE FOR ANOTHER 2 YEARS
- I HAVE PAID $734.99 FOR THE PRODUCT AND FOR ITS 2 YEARS SERVICE.
- DELAY IN SERVICE RESULTED ME BUYING ANOTHER LAPTOP
- I DO NOT WANT TO PAY FOR SHIPPING THIS TO INDIA.
I also request Bank of America ( my credit card used for buying this product ) to dispute this case and get my money back completely for this defective product. Sent couple of faxes but no luck.
We sent the Laptop twice to ASUS service for fixing the issues. 1st time they sent us a wrong battery without fixing the issues and I requested my relative who is in USA to test the Laptop but the issues are not fixed. Keyboard issue, battery issue and HDMI port issue.
We cannot keep on sending this Laptop for service and wait for few months to fix but they did not even fix the issues and test it before sending it. Its already been 1 year and 8 months this Laptop is with ASUS.
The Customer Care did not respond properly and did not fix the issues yet.
Please help me getting my money back. Thanks for your understanding...!!