ASUS ASUS TEK An Open Letter to Jerry Shen, CEO of ASUSTeck Fremont California

Dear Jerry Shen,

As the CEO of ASUSTek, I think it is important that you are aware of how your customer service department is impacting on the reputation of your company. And it isn’t pretty -- http://techguylabs.com/episodes/1054/how-can-i-contact-ceo-asus -- as this one example shows.

Consequently, I am copying this letter to the sites listed below in the hopes that ASUS will address my problem and warn others about the product.

Receipts of the numerous repairs that had to be done – none of which worked – are also attached below.

Thank-you for your attention to this matter and I look forward to receiving a new computer that works. The following problems are reported below and copies of the work orders follow the list of sites copied:

• On the 23rd of December 2016, I bought an X441U Asus Computer at one of Asus direct distributors in Colombia, the A.D.S.L group (http://www.grupoadsl.com/). On this computer, I invested COP $1’750.000 – the equivalent to USD $626.
• The day after I bought this computer, it blocked and I had to take it back to the Asus shop on the 26th of December. It was given back to me one day after, formatted. I never actually had the chance to use it “brand new”.
• After the computer was given to me, it started displaying a blue screen and it would block, forcing me to restart it often. This is when I had to take it back to the Asus shop on the 15th of February, 2017. The customer service operators indicated that my computer had an issue with its main board. However, they told me that they had solved it and it wouldn’t fail again. It took them about a week to give the computer back to me.
• The computer was never at its full capacity and kept on displaying a black or blue screen. In April 2017, the computer started shutting down unexpectedly. This happened even when the battery was at its full capacity. I contacted the Asus distributor in Colombia and they were unable to solve my problem.
• On the 13th of September 2017, my computer was taken again by the Asus distributor in Colombia. It was given back to me almost a month later, arguing that the main board needed to be updated and that the battery slot was missing a piece –this made the computer shut down unexpectedly. This time, the computer was taken to the Asus’ headquarters in Colombia.
• I kept the computer for a few months, however, it never performed at its full capacity. Until the 22nd of March 2018, when I had to take it back to the Asus distributor because it simply wouldn’t turn on.
• After two days, the distributor told me that this computer had a permanent damage in the main board and there was nothing they could do to fix it. They also told me that my warranty had expired, so I would need to pay for any further service.
• The distributors gave the computer back to me, arguing that I could never suspend or set my computer in hibernate mode. Because the mainboard was in such a terrible shape that it wouldn’t take it.
• A week after the computer was given to me, I noticed that the sound had stopped working properly. On the 7th of April 2018 I had to take the computer back to the distributor, which asked me to leave it there for a week because they didn’t know what to do.

Having said all this, I find that the only solution to end this situation is by having ASUS give me a computer that works properly. I refuse to continue being passive about it –not to call it a scam is to leave it unreported.

Sincerely,

Tatiana Jervis

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