ASUS Computer International Worthless warranty Fremont California

Purchased a new computer that worked fine for about 9 months. Computer is needed and used for multiple hours each day by disabled individual, but DVD drive is only used occasionally. Suddenly the DVD drive no longer works, even though there had never been any problems with it previously and no changes have been made to the computer.

I am extremely computer savy, having built my own computers in the past. As such, I tried all the usual things that any computer repair person would try, but to no avail. I filled out a service ticket with ASUS and used their live chat system.

Their repair person had me try the same things I had already done. When they didn't work I was told I would have to ship my whole computer into ASUS for repair. I explained why this was totally unacceptable and asked to be transferred to a superior.

The superior I was transferred to held to the same line--that I would need to send in the whole computer. I explained that as a disabled individual my computer is my lifeline to the real world and that I would not be able to function without it for whatever indeterminate length of time it would take them to get it back to me. I would also need to hire someone to get it out of my office and package it up. Add to this the fact that shipping a computer loaded with personal information away to some distant location is simply BEGGING for identity theft.

I told them they could send someone to fix it on location. Their answer was no. I offered to remove the dead drive from the case and send that to them for repair/replacement. Their answer was no, opening the case would void the warranty. I stated that if they would not simply replace the drive or fix it on location that the warranty was worthless anyway. I asked them again to simply send a new drive. I said I would replace it, send them the dead one and release them from any further warranty obligations. Their answer was no.

If my refrigerator stopped working under warranty and the company told me I would have to ship it back to them to be repaired or replaced whenever they got around to it, everyone would agree that the whole idea was utterly ridiculous. Yet my refrigerator doesn't leave me open to identity theft. Sending my computer back is just as difficult and just as ridiculous.