Asus Asustek "Sebastian", "Jolene Lyseng", "Asley Ingram" laptop repair gone up in smoke Berkeley Fremont

I bought an Asus laptop in 2009. It was damaged recently and I filed an insurance claim. The insurance company needed to know the extent of the damage. I arranged for a RMA with Asus, which was almost instantaneous. After that point the problems began. It took 17 days for them to respond via e-mail - and they gave me three days to say yes or no! I was asked to fill out a form with my credit card number, signature and fax it in. For some reason I had to copy the price of the repair manually from the e-mail. The fax number given did not work, it just rang and rang. I called and eventually was told the the number was correct (in spite of what I told them).

I scanned the form and sent it as an attachement to the e-mail address and it got bounced back immediately, written in Chinese characters (the facility is in California). I called and eventually was passed form person to person and finally given another e-mail address.The same thing happened - an immediate bounce back. Eventually I got two automated responses. Since that time the web "repair status" page has said the computer is "waiting". I never got an invoice or receipt for the credit card payment.

I've never been able to speak with anyone other than the people who answer the phone - I've been told at different times that the computer system is out of order and they are unable to check the status, that a supervisor is busy on another call, that my case has been "escalated", that the computer might be repaird but they can't speak to anyone in the repair facility, that I will get an e-mail, that I will get a call back. In other words, no one can account for the computer, whether it has been repaired or being repaired or anything else. I have never been given a direct line, nor is there a way to speak with anyone "high up".