02-23-2022 07:39 AM
02-23-2022 10:04 AM
02-23-2022 11:22 AM
cl-Adrian@ROG wrote:
My name is Adrian from the ASUS Customer Loyalty Team here at our North America Corporate Office. If you would allow, I would be more than glad to help provide a resolution to this case. Please email me with the below details so I can work with related personnel to get this straightened out.
Product S/N:
RMA #:
Complete Shipping Address:
Full name:
Phone#:
Email:
My email is cl-adrian@asus.com.:
03-02-2022 12:43 PM
03-03-2022 10:22 AM
MyCatIsKevin wrote:
Not a great update, but after emailing Adrian, I received a response from Asus.
February 25th: Asus claims there is no issue, their email includes a link to "contact us"; leads to the default contact page. I ended up starting a chat with an agent. I have to explain the entire issue to this person, as Asus has no way for customers to stay in contact with anyone other than chat agents, it seems.
The person is nearly completely confused at my issue. I told them both issues, described them to the agent, and sent a picture of the backlight bleed. I asked if I should have the laptop returned to me as it is under warranty through Best Buy. They reply that if the issue is with Best Buy, I should give Asus their name, etc, I explain Asus has the laptop(at this point, I have little faith anything is going to happen).
I end up straightening it out with the agent, it seems, and they say I will receive a response within 48 business hours.
It's been over 48 business hours, I'm not sure if customer service has no sense of time or what. At this point, I want them to send my broken laptop back so I can give it to Best Buy, or just replace the laptop altogether. I opted to sending it to Asus because I assumed it would be easier to have the manufacturer repair it, but I've barely had this laptop since I sent it in in DECEMBER. I'm not sure why I'm just getting the run around, why my laptop has "no issues", why I had to pay for a $450 display that Asus most likely broke, or why Asus is literally doing NOTHING to compensate me for the $2,100 laptop + new display that is basically a paperweight. Seriously, they should be sending a new laptop at this point and also sending me my second hard drive from the broken laptop.
03-06-2022 06:01 AM
cl-Adrian@ROG wrote:
It's unfortunate to hear that we were unable to resolve your issue. Please reach out to me so that we can have this straightened out.
03-15-2022 05:48 PM