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Report: #1488710

Complaint Review: AsusTek Computer Inc - Fremont California

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  • Reported By: Brian C. — Boulder Colorado United States
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  • AsusTek Computer Inc 800 Corporate Way Fremont, California United States

AsusTek Computer Inc ASUS Sent back my "repaired" $2k monitor in worse condition, which is completely unusable, and forced me to pay out of pocket to send it back so they can fix their mistakes. Fremont California

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I bought this monitor (PG27UQ) last year (2018) and it started to have problems where it would randomly shut off during normal use. The only way to get the image to come back on is by unplugging the power cable, waiting a couple seconds, and then plugging it back in. Then it would shut off again about 10-15 minutes later.

I started the RMA process, paid to have it packaged, used the FedEx label their support team provided, and sent it to them on November 12th 2019. It was returned to me on the 22nd and I praised them for having such a quick turnaround time.

But..... then I plugged it in using the same DisplayPort cable I used before (and had been using with my PG279Q while I waited for it to be fixed) and the screen is completely black with minor outlines of what the PC was projecting. The menus won't show up, there's no image, and the monitor is completely unusable. 

I went back to the customer support team, sent them a video, told them what the new problem is, and they actually had the nerve to send me graphics and instructions on how to plug in various types of cables.... They also asked me for my phone number... This process started when THEY called ME on my phone. I also provided my phone number in my emails 4 or 5 times. 

The kicker is that they insisted that I pay more money out of my own pocket to package the monitor, again, so it could be sent back to them for more repair. I asked to speak with a supervisor (which coincidentally sounded exactly like the previous associate I was speaking with) and he also said they won't pay for the packaging.

At this point I'm getting unbelievably frustrated and angry, so I asked to speak with a manager or someone who I can actually have a real conversation with. Finally when the opportunity arose, I was put on hold for a half hour and they said they couldn't find anyone so they'll have someone call me later. 

A day passes, no phone call. I follow up with them again, I get another call from a person who also sounded exactly like the original associate, and they say the same thing. They won't pay for any packaging in order for them to fix THEIR mistakes with the monitor. What kind of company forces the customer to pay out of their pocket so they can fix their mistakes? Is this some kind of sick joke?

The whole experience was like talking to a brick wall. This monitor was $2k and they returned it to me in a worse condition that's completely unusable.

I am 32 years old and this is hands down, without a doubt, the WORST customer service experience I have ever encountered with any product, company, or industry as a whole. While I was on hold waiting for a "manager" to speak with me, their automated phone messages talk about awards, customer service praises, accolades, etc. and I can tell you right now: NEVER buy a product from ASUS. They treat their customers like garbage and they simply don't give a s**t what you have to say about it... the responses are exactly the same, followed by hollowed apologies. 

If I could, I would give this product 0/5 stars. As it sits, it doesn't work and it's nothing but a $2k paperweight. 

I really really don't think that receiving full compensation to send this product back for repair, so they can fix THEIR mistakes, is too much to ask. Quite frankly, if it was an option at this point, I would LOVE to just send this piece of trash back to them and receive a full refund... but of course there's no way they'll do that if they're not even willing to pay ~$30-40 for packaging so THEY can fix THEIR mistakes... absolutely unbelievable.

In any other instance, the people I've dealt with would be fired for incompetence, rudeness, and a complete lack of care for their customers. Clean up your act, ASUS. This is absolutely unacceptable.... If you want a quality monitor, go buy Zowie products.

This report was posted on Ripoff Report on 12/06/2019 06:36 PM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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