ASUS Computer International Horrendous customer service/Dishonest repair policy, awful laptops Fremont California

On May 31, 2009, my son came home and went to open his laptop that was laying on his bed. Not plugged in to any power. When he opened the laptop the entire keyboard, part of the screen and the back of the laptop was MELTED!!! It appears that the battery over heated. Asus is Lucky it did not cause a fire in my house or they would be looking for a lawsuit. I called the company and they said I need the original receipt to return. I purchased at Best Buy so i had to call them because I could not locate my receipt. Now they had me registered, not sure why they need to receipt. I shipped the laptop to them on June 8th, overnight. When I received it back on 6/18/2009, the keyboard was replaced. They sent back the same laptop. AND NOONE, even turned it on to see if it was working. Which it was NOT. I called back Asus customer service and they told be to send it back to them. They wanted me to pay for the shipping again! I refused and insisted on talking to a supervisor to get them to pay for the shipping. On June 20th, I finally got a RMA slip for Fed Ex to return the laptop. Which of course, I had to bring to a FedEX store that did this type of return, 20 miles away!!! Asus received my laptop on June 24th. I have called four times to get status, and all I am told is it is in repair. Three times I was told I would get a call back on more information since their customer service department is useless and can not give you that information. NO ONE called back.

Today I called again, almost 2 months without our laptop. (by the way, we only had it for 6 months before this happened) I finally got what I was told was a supervisor named Sherry. She told me the same thing, and said she would get back to me today. Let's see if that happens. ASUS policy says they will REPLACE defective laptops...boy is that a SCAM! There is no way they should be trying to repair this laptop and should have sent a new one as soon as they saw it. Especially since it was still under warranty! I will NEVER buy from this company again, and I warn everyone else to be cautious.

Karen
Madison, Connecticut
U.S.A.