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  1. #21
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    Quote Originally Posted by Spirery1 View Post
    Glad your getting it sorted marco
    I hope so! I have also received a response e-mail from the retailer, where one of the employees said my mail has been forwarded to the supervisor, and that they'll get back to me as soon as they receive an answer.

  2. #22
    ROG Guru: Yellow Belt Array Spirery1 PC Specs
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    MotherboardAsus Maximus iv/gen3
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    Hope its good news

  3. #23
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    Latest information

    Latest info:

    Much has happened between my last post and now - for the worse. The title mentions RMA no. 5 - now it's no. 8. I thought the laptop had gone through 7 RMAs in total, but the guy at Asus office mentioned there are 8 registered reparations in their system.

    Following my latest reply to this thread, I had the laptop sent to Switzerland and their repair center, who were once again incompetent to diagnose the issues my unit is having, and I was given a rather mediocre written response: "the laptop doesn't have a single problem, it turns and off without any issues - we have restarted it numerous times. The fans are a bit loud, but that's expected if they're running at full power, and they're running properly. Make sure to update Windows regularly - that's the only issue we have found, if we can call it an issue." That's the rough translation from German into English.

    Due to their ignorant approach, I became infuriated, and had my uncle send the laptop back to me here in Serbia, where I contacted Serbian-based Asus headquarters in hopes of finding a suitable answer to the solution of the problems I am having. They listened through my complaints and informed me that they will arrange for my unit to be picked up and looked into at the repair center. Following their diagnostic tests, I was informed that the motherboard is faulty (please note that the motherboard had already been replaced 2 times with no improvement at all) and that a new one is to be ordered so that it could be replaced. Please note that my laptop still has around 3 months of warranty left, so I decided to take more direct steps as it was clearly evident that the laptop could not be fixed after so many repairs during the period of more than one and a half years.

    I once again contacted the Serbian-based Asus office and requested their assistance in this matter. They forwarded my complaint to the head manager and I received an e-mail from them this morning, where they're offering me two solutions:


    1. They all agree that the time for a replacement unit is long overdue and that I should already have been given a new working unit, as all these repairs are not profitable for Asus themselves either. They would have replaced my unit here, but due to the fact I had bought it in Switzerland, they told me I'd have to request it from the Swiss retailer.

    2. Asus would buy the laptop from me for 60% of it's retail price.



    I had immediately phoned my uncle so that he could contact Asus support in Switzerland. He first contacted the retailer (STEG Electronics) informing them about what Asus in Serbia said, but they kept brushing it off, saying "they have nothing to do with it as they're only selling products", after which he proceeded to contact the Swiss Asus support. He did, and the guy on the line acknowledged 8 RMAs after looking into my laptop's serial number. However, he refused to have my unit replaced, despite overwhelming evidence that the laptop had been faulty all this time (since 2 months into my purchase), and that the only solution would be that where Asus would buy my unit for set amount of money based on the time that had passed since its initial purchase. This is seriously unnaceptable from a respectable company that Asus is, and I'm going to do everything I can to badmouth both the retailer and the manufacturer (STEG Electronics and Asus, respectively). This is no way to a treat a long-term customer who's owned several Asus machines up to this point, but this is going to be the last time I have ever purchased something with "Asus" logo on it, and I'll be doing everything in my power to raise peoples' awareness about these two companies who are no better than narco cartels. It's ridiculous of them to expect me to lose 40% of my unit's value, which is around 900 euros. The laptop started malfunctioning two months into my purchase and has been faulty ever since - not a single issue was fixed apart from a replaced dead SSD. A company this famous, refusing to acknowledge their own responsibility towards their loyal customers... it's just... I have no words.

    To summarize: Nearly two years after the purchase, the laptop had spent more time across service centers (in both Serbia and Switzerland) than in my actual possession - I believe I had it in my possession for like 6 months in total over the entire period of nearly two years, where my studies, as well as job visibly suffered due to someone else's refusal of responsibility, resulting in me being without a laptop all this time.

    I'm going to try and contact the Swiss Consum (Consumer Protection Organization) tomorrow morning, I'm really hoping someone on the line will understand and be able to talk in English.

    NOTE: IF YOU DO NOT WANT TO BE SCAMMED BY ASUS, NEVER BUY ONE OF THEIR PRODUCTS, AS THEY TREAT THEIR CUSTOMERS WORSE THAN THE POLICE TREATS OFFENDERS.

    Best regards,
    Marco
    Last edited by Thaladar; 12-05-2018 at 12:39 AM. Reason: 8 RMAs - Asus refuses to take responsibility for a faulty, clearly irreparable product

  4. #24
    Administrator Array MasterC@ASUS's Avatar
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    Hi Marco,

    Sorry to hear about your bad experience. In the future, the Service-Inquiries section would be a better place to post if you are in need of assistance for RMAs. I will talk to our service team immediately to discuss how your issue can be resolved.

    Please private message me your full name, contact details, and RMA number. Thank you.
    Last edited by MasterC@ASUS; 12-05-2018 at 01:47 AM.

  5. #25
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    Quote Originally Posted by MasterC@ASUS View Post
    Hi Marco,

    Sorry to hear about your bad experience. In the future, the Service-Inquiries section would be a better place to post if you are in need of assistance for RMAs. I will talk to our service team immediately to discuss how your issue can be resolved.

    Please private message me your full name, contact details, and RMA number. Thank you.
    Dear MasterC,

    Thank You for Your response. I have provided You with all the details You asked in a private message. Should You need any additional information, please let me know.

    Best regards,
    Marco

  6. #26
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    It has been 3-4 workdays since I got any response other than the one I had received at that time. I hope Asus will take this seriously like the company I think they are.

  7. #27
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    I have received all relevant info from you, passed it on and escalated the issue. As mentioned, it is always more complicated when multiple regions are involved and you're unsatisfied with the previous offer. Another solution is still being discussed between the regions. Sorry for the wait, will let you know if a different solution has been finalized.

  8. #28
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    At long last, the nightmare is OVER!

    Quote Originally Posted by MasterC@ASUS View Post
    I have received all relevant info from you, passed it on and escalated the issue. As mentioned, it is always more complicated when multiple regions are involved and you're unsatisfied with the previous offer. Another solution is still being discussed between the regions. Sorry for the wait, will let you know if a different solution has been finalized.
    After nearly two years of struggling with this matter, I am more than happy to finally announce that the nightmare has come to an end. OVER. TUTTO FINITO. THE END. Yes, you've read that right. The entire process is yet to be finalized, but I am at ease knowing we're getting there at long last.

    A few days ago, I got a phone call from a Serbian Asus representative (who also turned out to be a representative of the entire Balkans) saying I will be issued a replacement unit - same model as mine, brand new, ready to be shipped from their European HQ located in the Netherlands. However, I received another phone call from the same person yesterday morning, saying that the previously proposed idea is not as good as it initially appeared to be, since my laptop was purchased in Switzerland, and due to their specific (I say "retarded") laws regarding bureaucracy, I'd have to wait for 1+ month because the entire process would have to go through them first. Additionally, the Swiss required of me that I PAY for the laptop's transportation, which even the representative himself recognized as ridiculous. In light of that information, he once again talked things through with his Dutch colleague in the European Asus HQs, and they agreed the only just solution in the end would be to issue me a full refund, since the evidence of my unit's defectiveness is overwhelming (may I remind you that my laptop started malfunctioning two months into its purchase and its condition had been worsening ever since).

    It would be roughly two years in March 2019 since I made my purchase, which implies that I would be out of my warranty at that point had this issue not been resolved now, and therefore, with a unit as useful as a brick in my hands. I had initially lost all faith in Asus, and vowed to never buy another Asus product in the future, as well as raise peoples' awareness about my problem, hoping they never run into a similar one themselves, thus avoiding Asus products. However, after thinking everything through, I have come to the conclusion that Asus as a whole is not to be blamed for my case, but rather certain individuals - the Swiss retailer STEG Electronics, who kept denying their responsibility every single time I reached out to them, as well as the incompetent technicians from Computacenter AG CH (an Asus-approved repair center located in Switzerland) who pretty much deemed my machine "in working condition" and "problem-free" every time it was sent to them for repairs. At least the technicians here in Serbia tried to fix it by replacing the motherboard two times, among other things.

    Had I not contacted Asus Call Center in Serbia at the time I lost all hope of ever resolving my problem, I wouldn't be writing this today. This way I want to thank Jelena and Aleksandra for being really friendly and helpful each time I phoned them regarding my case, and helped spread my story throughout the company. I also want to thank one person without whom the continuation of my tale would not be possible - that person is MasterC, here on these forums, who kickstarted the closing chapter of this saga. After his timely intervention upon replying to me on this very thread (it caught me off guard as it was much faster than I had anticipated), his Taiwanese colleague (who I also want to thank despite not knowing who he is) contacted Asus representatives in Serbia, who in turn phoned me the next morning. I hereby want to thank Predrag as well as his colleague Ivan, who guided me through finalizing the refund process. My thanks also go to the Dutch representative who was instrumental in resolving my case. Furthermore, I want to thank everyone else who participated in it behind the curtains. Last, but not the least, I greatly appreciate the help from some ordinary members of this forum who showed various signs of support, as well as providing actual suggestions, possible solutions, helpful information or simple words of kindness that sometimes mean the world.

    I am also thankful to those who have been ignorant to my case - the retailer STEG Electronics including some of their employees (while some of their representatives were simply doing what they're told to do, as in doing their job, such as the person who I communicated with through e-mails). Furthermore, it also includes the technicians who worked on my unit in Switzerland's repair center authorized by Asus, as well as a certain Swiss Asus representative who outright refused to talk about a replacement unit after being contacted by my uncle on my behalf. Verdict - stay away from STEG Electronics no matter what, and I'd like to add that Swiss laws are pretty much "open", meaning that in a case such as mine, for example, the customer isn't really protected and is ultimately at the mercy of the seller, where it's simply their good will if they want to issue you a refund, a replacement, or whatever else.

    As a bottom line, I also feel the need to add that I have somewhat been touched by Asus' involvement in my case, whose dedication eventually yielded a positive outcome. Because of this, I am eager and willing to continue supporting Asus products - as a matter of fact, my new laptop purchase will most likely be of Asus manufacture, and this is going to happen as soon as my now already ex-unit arrives in the Netherlands HQs and the money gets refunded to my account. However, this entire saga has opened my eyes and I will be much more careful and observant in the future when buying such items.

    The final verdict has come almost two years late, but then again - better late than never.

    Best regards to everyone,
    Marco
    Last edited by Thaladar; 12-22-2018 at 01:56 AM.

  9. #29
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    Glad it was finally resolved.

  10. #30
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    Quote Originally Posted by MasterC@ASUS View Post
    Glad it was finally resolved.
    As am I. Thank You for Your assistance once again, much appreciated. If you can somehow edit the the thread's headline, feel free to add "RESOLVED" to it or something of the sort.

    Best regards,
    Marco

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