- Report: #949420
Report - Rebuttal - Arbitrate
Complaint Review: ASUS
ASUS800 Corporate Way Fremont, California United States of America
ASUS Poor customer service, refusing to replace a faulty product, did not answer emails, made it difficult to escalate claims, Fremont, California
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Given that the unit wasn't dropped or manhandled, this is obviously alarming. There's no damage to the casing of the notebook and no spider web cracking patterns--it's a very obvious stress fracture. I call ASUS and they tell me to send in the unit at my expense. Operator tells me it's $220 to repair the screen if they find me at fault.
Call back when the unit as arrived (I had to follow up and nag to confirm confirmation), and one service agent tells me it's user damage, the next tells me they haven't reached a conclusion yet. Get an email from someone named Jolene who sends me a bill for $250 plusshipping (half the cost of the unit!). No one can tell me why this happened. Ask for the issue to be escalated, cannot speak on the phone to anyone who will do this. Have to continuously nag to get anything that isn't a canned response or form letter. Confused as to why using the dock that they manufacture for the product is considered 'user damage'.
Do some research and find this is their response to everyone--always user damage. Also find they many BBB claims against them.
In order to get a response to my requests I resort to leaving a message on their facebook wall. Immediately get a response from someone named Jeffrey Haa. I write him a lengthy email, then get no further response. File a claim with the Better Business Bureau. When escalated via social media get immediate response which are never followed up on.
Call again today, once again stonewalled by operators who can give me noactual information as to status of escalation or BBB claim. Cannot get ahold of an actual human being who can help me. Get another email saying they've never heard of this problem before (even after I've sent them websites and user forums with people saying the same thing, with the same response on their part), cannot offer any guidance as to why it cracked despite repeated requests. Continue to claim user damage over and over again. I take the photos to other repair professionals who concur with my initial hunch. If the unit broke this easily without any force, you'd think they'd replace it with one that is obviously not faulty rather than force me to pay to repair a faulty one.
Having a unit break four days after purchase without consumer error or fault is terrible, but being asked to pay half the cost of the unit is insulting. I would expect a company to stand behind their product when something is so obviously wrong with it. Calls where I speak with a human being yield no actual information, emails are only answered after repeated nagging, getting anything but a canned response is nearly impossible. Planning to file a claim with Attorney General's office. I've never experienced customer service this bad in my whole life.
This report was posted on Ripoff Report on 10/01/2012 07:05 PM and is a permanent record located here: http://www.ripoffreport.com/r/ASUS/Fremont-California-94539/ASUS-Poor-customer-service-refusing-to-replace-a-faulty-product-did-not-answer-emails-949420. 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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