• Report: #482377

Complaint Review: ASUS COMPUTER INTERNATIONAL

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  • Submitted: Wed, August 19, 2009
  • Updated: Sun, May 02, 2010

  • Reported By: Craig — Washington District of Columbia USA
ASUS COMPUTER INTERNATIONAL
800 Corporate Way Fremont, California United States of America

ASUS COMPUTER INTERNATIONAL ASUS The Essentio CS5111 Desktop is a piece of crap that ASUS will not stand behind , Fremont California

*Consumer Comment: [CONFIRMED] Dont buy ASUS! Robert Diaz is a crook!!!

* : Asus

* : Shanelle Randisi proves that she is a liar

* : Customer Care Supervisor is Shanelle Randisi

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Preface to my report: a list of the useless and unprofessional liars at ASUS with whom I had the misfortune to deal with in this disgusting experience:


Shanelle Prandisi - Customer Care Supervisor.  Too chicken shit to respond to letters, calls and complaints through Consumer Affairs and Better Business Bureau.  Blatantly misinterprets the terms of the warranty to deprive the customer.


Robert Diaz - Technical Support Supervisor.  Did not even know the terms of the warranty prior to refusing what it promises to the consumer.  Even asked me to email it to him.  Also misinterprets warranty because he doesnt know jack about it.


Mason Winner - Tech Support.  Sent second defective replacement computer which the 2 people listed above claim should not have been sent even though the awrranty says otherwise. The replacement was a thrashed, beat-up, thoroughly used clunker.  The disc drive failed on it just as it had on all the others.


Eric Sablan - Tech Support.  Sent the first defective replacement after failing to repair my original computer twice. 


Chelsea He - Customer Service.  She answers emails sent through the useless customer support website.  Hardly replies and when she does it is not worth reading.


Ok - those are the characters in my story and here is the story:


I purchased the unit from Best Buy on December 31, 2008. I did not use it until April. The DVD disc drive began to malfunction almost immediately. It would not recognize or record blank CD-Rs properly. It made a loud noise as the discs spun inside and would not eject discs. I was attracted to the sleek contemporary design of the unit and the sales clerk spoke highly of ASUS so, unfortunately, I bought it. I have had to return this and various other replacement units 5 times in the last 4 months.


On May 5,2009, I was issued Return Merchandise Authorization (RMA) # USA195024 (case #357757) and returned the unit to ASUS for repair. It was returned to me with the same disc drive problems - as if nothing was done at all. I called to complain and get another return authorization.


On June 9, I was issued RMA #USA1961563 (case #386398) to return the unit a second time. Upon return from ASUS, the same problems existed and were even worse. This time the unit was visibly mistreated - scratches where on all surfaces of the high gloss black lacquer finish and the door on the front would not stay closed. The outer casing bulged at the seams as if the unit was not reassembled properly. It looked like an old, abused, beat-up unit only a few months after I bought it brand new. I was disgusted that ASUS would do this to my computer and had the audacity to expect me to accept it. I called promptly to complain.


On June 22, I was issued a third RMA# USA 1964053 (case #397716). This one got me a replacement unit which failed right out of the box. Third level technician Eric Sablan told me that he tested the unit prior to shipping it. Some discs would not get read properly in the drive and others were not recognized at all. I was also contacted by a woman from Customer Care who said that she would be monitoring my case and working to resolve it correctly.


On July 21, I was issued a fourth RMA# USA1973772 (case #426860) to return the first replacement unit. I even went so far as to return it with 2 of my own discs - a Norton Antivirus CD and an audio CD - so technicians could test and reproduce the problems. Mason Winner did test and sent me a second replacement unit. This unit arrived August 11 and I was appalled the moment I opened the box. The outer casing of this unit was completely covered in scratches and battered - far worse than the last scratched-up replacement. That is unacceptable considering I started this ridiculous process with a


brand new computer which I never saw in good working condition.


On August 12, I called to demand to speak to manager or someone with authority. As with my earlier requests to speak to a manager, I was connected to the same department that failed repeatedly to send an unacceptable unit. I ended up talking to Eric Sablan yet again. His excuse was that there are no truly new, unused units there so I could not get a new one. I was never connected to a supervisor as Eric said his supervisor would simply turn the problem back over to him anyway - another poor customer service policy.


I was given RMA # USA19~2132 (case #454898) to return the beat-up computer and


. !.i ~


shipped it back to ASUS.


 


Despite the clearly written warranty, both Prandisi and Diaz tried to dishonestly proclaim that I should have never gotten a replacement.  I never asked for one.  Their tech support people gave up trying to fix my original - which means I was entitled to a replacement. 


 


I opened cases with the Better Business Bureau (ASUS has a grade of D on the BBB site affirming their worthlessness) and the California Deprtment of Consumer Affairs (who are also fairly useless).  I have begun a crusade to post how bad ASUS is any and everywhere I can on the net.  I will not win but I will scar them up appropriately. 


 


It is obvious that they will simply keep sending me bad refurb units until the warranty period is over and then they wil refuse to ever get me a working computer.  It would be easier and less expensive to simply give me a new one and close the case with a satisfied customer and the possibility of repeat business.  Only bad people and organizations go out of their way to avoid doing the right thing. 



This report was posted on Ripoff Report on 08/19/2009 11:15 AM and is a permanent record located here: http://www.ripoffreport.com/r/ASUS-COMPUTER-INTERNATIONAL/Fremont-California-94539/ASUS-COMPUTER-INTERNATIONAL-ASUS-The-Essentio-CS5111-Desktop-is-a-piece-of-crap-that-ASUS-482377. 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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REBUTTALS & REPLIES:
2Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

[CONFIRMED] Dont buy ASUS! Robert Diaz is a crook!!!

AUTHOR: jeoren - (United States of America)

I can confirm that Robert Diaz is a liar AND a crook. Asus produces junk that is 
not sold or supported properly. Retailer and manufacturer both refused to
refund, even though they can admit to have sold and supported the item
incorrectly. They have been reported here as well:



http://forums.cnet.com/5208-7586_102-0.html?messageID=3108989&tag=forums06;posts#3108989

"Shanelle Randisi and Robert Diaz are ASUS employees who dont know the warranty
for the Essentio desktop and will not honor it."



http://forums.cnet.com/5208-7586_102-0.html?messageID=3108989&tag=forums06;posts#3108989

"
I can confirm that Robert Diaz is a liar AND a crook. Asus produces junk that
is not sold or supported properly. Retailer and manufacturer both refused to
refund, even though they can admit to have sold and supported the item incorrectly."



http://www.ripoffreport.com/Computer-Manufaturers/ASUS-COMPUTER-INTERN/asus-computer-international-as-bb66d.htm

"
Robert Diaz - Technical Support Supervisor. Did not even know the terms of the
warranty prior to refusing what it promises to the consumer. Even asked me to
email it to him. Also misinterprets warranty because he doesnt know jack about it."



http://forum.notebookreview.com/asus/413829-tell-us-your-asus-rma-experience.html#post5264647

"
After a months and 2 weeks of RMA, its getting on my nerves."



http://forum.notebookreview.com/what-notebook-should-i-buy/157268-asus-g1.html#post2387875

"
The gentlemans name at Asus was Robert Diaz. Today I called them and it got
even worse. I was told the same thing on the phone by Robert who said he
doesnt think it is fair but that is the agreement Best Buy made with Asus."

"That is totally unacceptable. To make things worse, when I returned that laptop
today I got charged $240 because the laptop was not defective. As a
technician, I could have easily made it defective but Im an honest person.
There was no arguing with 2 different managers at 2 different locations. "



http://forum.notebookreview.com/asus/413829-tell-us-your-asus-rma-experience.html#post5264647

"
After a months and 2 weeks of RMA, its getting on my nerves"



http://forum.notebookreview.com/asus/413829-tell-us-your-asus-rma-experience.html

Poll reports 45% of customers had a negative RMA experience with Asus



http://www.notebookforums.com/thread208722.html

Well i sent it in a couple days later they ship it out. Fedex tracker said it
was left at my front door. Well they were wrong. So my laptop was lost. That
just starts to get me mad.

A day later they find my laptop and I get it back. I turn it on and my lcd
screen doesnt work. Now that really pisses me off. I call them back get another
rma and ship the laptop back out.


http://www.notebookforums.com/thread208722.html

"
Well today i received my laptop again this time fedex was no trouble
(amazingly). I turn on my laptop and I notice that it works. But all the way
around my touchpad there is a ton of scratches. It looks like someone took a
screw driver right to the touch pad to pry it up. Theres probably 30 scratches
around it. The touchpad itself also scratched. Just to add to it the touchpad is
very loose like I can move the pad itself and it makes a loud clicking noise
when you barely touch it."
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#2

Asus

AUTHOR: Diogenes - (U.S.A.)

Hmmmm.  It sounds as though the company's name should be changed from Asus to ANUS !!!  I can sympathize with you on this piece of garbage company and the total jerks who work there.  If you raise enough of a stink, perhaps they'll do what they were SUPPOSED to do in the beginning and send you a NEW, WORKING computer.  One thing is for sure - I'll stay far away from ANUS computers.
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#3

Shanelle Randisi proves that she is a liar

AUTHOR: FACE - (USA)

After denying me a new replacement of a copuiter that ASUS could not fix after multiple attempts and then lying about the malfunctions of the units that were authorized for return, ASUS (and poor excuse for a professional named Shanelle Randisi) have lied again.  I was promised a computer after returning one almost a month ago.  I have yet to receive anything. 

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#4

Customer Care Supervisor is Shanelle Randisi

AUTHOR: FACE - (USA)

I do not spell the last name cirrectly in the original report.  I have since since internal email from her referring to a customer as a PAIN for simply asking for his return merchansise authorization for repair work.  This tells you the mentality of the person that you end up dealing with at ASUS if you are a customer demanding your rights under warranty.
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