- Report: #477259
Report - Rebuttal - Arbitrate
Complaint Review: ASUS Computers
ASUS Computers800 Corporate Way, Freemont, California 94539 Nationwide U.S.A.
ASUS Computers Failure of tech support and repair for a laptop still under warranty. Freemont California
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The product was returned to me with the cosmetic issues fixed, the case and keyboard were replaced. They also said that they had replaced the motherboard and video processor which is soldered to the motherboard. However, the video issue I was having was still not fixed. I was going out of country and had no way to send it in for repair again. They also caused me much trouble because they replaced the bottom of the laptop, which had all the windows authentication key serial number stickers and such attached, but they did not replace the stickers. When I contacted them about this issue they said they would find the parts to my old unit and send me the stickers off of it. At this time I made it very clear they should contact me when they found the parts to get a mailing address because I was leaving. The supervisor told me she would call me for the address before they mailed it out. They mailed it out to the old address without calling and, as I was not there to receive it, I have no clue where it went.
I was able to contact them again in January of 2009. I did every thing they asked me to and they still have no resolution for the authentication issue. I still did not have time to send the unit in for video repair because I was only back for a short time.
I was finally able to send it in for repair on May 27th 2009. This is where things got worse. I called for my RMA number, they offered a 24 hour video stress test and noted that I accepted. A couple days later I called in to check on the progress of the repair and they told me it needed another motherboard/video unit. They said that I would have to wait for the unit for 6-8 weeks because the part was back ordered! 6-8 weeks for repair is the worst I have ever encountered in the business! HP, Dell and Toshiba never jerked me around like this! I tried to contact a supervisor about the issue and they said they would have one contact me by the end of the day. They did not.
I tried to contact a supervisor the next day, and found out that they had already shipped my laptop back to me. I was pleased and relieved that it did not take 6-8 weeks for the unit to be repaired, until I received the unit.
They had not fixed the video issue! I called to ask what they HAD done. They did not run the video stress test, they just replaced a cooling fan that was working when I sent it in! They even sent a note in the box stating that the computer needed the video/motherboard replaced!!!! I was very ticked and tried for the following 2 weeks to speak with a supervisor, or anyone who could help me resolve the issue! I called every day, I even left multiple voice mails, NO ONE AT ALL got back to me. I was assured each day that a supervisor would call me by the end of the day, that never happened!
So finally I'm in July of 2009. The first week, I start calling again to get in contact with someone to resolve this. They tell me to just send the computer in for repair AGAIN. And oh yeah, they are still out of my video/motherboard combo!!!!
As I want to complain about this horrendous experience I make numerous calls to customer service, tech support, and EVEN their customer complaints department. Customer complaints ASSURED me that a supervisor from tech support AND customer service would call me back. I don't get in touch with a supervisor almost 2 weeks! When I do get a supervisor, they assure me that they will call me back with an update on how they will resolve my issue, they never call back as promised. I have been in contact with them regularly until today. Thursday, August 06, 2009. They still do not have any parts, but want me to send the unit in and they MAY be able to fix it SOMETIME!!!!!! They do not offer replacements and they will fix it whenever they finally do receive the parts. The supervisor I spoke with informed me that it would NOT be in the near future that they would have ANY parts for my computer. They have been back ordered since before I contacted them in early may.
I have NEVER dealt with a computer company who didn't have parts for products that were under warranty and WOULD NOT replace such an item if they couldn't get parts in a timely manner. (Ex: Less than 1 month.)
While this company has a good product, they would do much better to sell it WITHOUT a warranty. With all the hassle of their customer "service" your warranty will expire before your computer gets fixed.
To top it off, I have over a hundred hours of hold time with them, and all the while got to hear about their "Industry Leading Warranty"!
RMA #'s: N-EL8B0695; N-USA1954019; N-USA1963768_; N-USA1975087.
I sincerely hoped to have a satisfactory resolution to this after 10 months.
This report was posted on Ripoff Report on 08/06/2009 09:37 PM and is a permanent record located here: http://www.ripoffreport.com/r/ASUS-Computers/nationwide/ASUS-Computers-Failure-of-tech-support-and-repair-for-a-laptop-still-under-warranty-Freem-477259. 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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