I am writing in reply to your response (dated 2nd January) to my letter of complaint (dated 28th December).
Firstly I am very disappointed Asus have treated this matter so poorly, refusing to reply to my telephone complaints and requests by your own second line support to contact me. The handling of this complaint reflects very badly on Asus as a company, even at this stage your letter is simply signed “UK COMPLAINTS TEAM” still I have no point of contact within your organisation.
I fear you are a long way from your mission statement: “become number 1 in service” in fact I have never come up against a company that treats their customers with such flippant disregard.
As you state there is nothing further you can do, I am formally advising you that in 28 days from receipt of this letter (15 February 2013) I will be initiating legal action at the county court at which point this matter can only be settled prior to the hearing date by your refund of my repair (£274.78) plus court fees (£25.00) totalling £299.78. I will be making a claim on the basis you have failed to adequately repair my laptop and return it in a satisfactory condition under the sale or good and services act 1982.
I sincerely hope this matter can be resolved amicably before 15/02/13, I draw your attention to errors in your investigation in the hope you may reconsider your stance.
1, You state my laptop was out of warranty on the second return, this is incorrect the RMA was arranged on 30/10/2012 and collected from me on 01/11/12 at which point it was still under warranty as I purchased it from Dabs.com on 02/11/2011.
2, You say you will not accept my forum postings as a reporting of a fault, I understand that but do expect you to take my posts as evidence of the condition my laptop was returned in as it’s as official Asus website and I was in conversation with an official Asus Technical Support Employee.
3, You state I must report any fault within 24 hours, this is irrelevant as the laptop was under warranty, that aside 24 hours is completely unreasonable especially as this was an intermittent fault which only manifested itself once every few days. The fault was so intermittent I had to make a video of the fault and send the video with my laptop so the repair centre could see the fault.
Remember, you can put any requirements you want in your guarantee T&C’s but these do not affect my statutory rights and it’s those rights a district judge will consider not and limiting conditions you have tried to impose.
Finally I have discovered while taking advice from an electronics expert that electronic goods should never be turned on straight after delivery especially when they have been stored in cold damp environments (like to cold damp back of a van for 24 hours!), electronic goods should be left to acclimatise or the move from cold and damp to warm can cause condensation to form on the PCB resulting in damage, this was never advised by Asus or your repairer and my expert advises putting a sticker on equipment warning it should be left to acclimatise before use.
I suggest you ask your legal team to review this letter before making another reply.
As stated above, this letter is an official notification of intended legal action that will commence on 15 February 2013 without further notification if an amicable resolution is not offered by Asus and as such is sent by recorded delivery.