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  1. #1
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    formal complaint

    All future updates will be in the later posts as this single post has reached its maximum word count.

    Update 2/28/2013 6:30pm
    Still no update on where my computer is as promised earlier in the day. Forwarded case to Xotic PC. Also will continue raising hell on phone and emails.


    Edited for grammer as some has requested.

    This is a formal complaint that I just posted. Reading forums I now understand that doing that or contacting the BBB is useless so I will post my formal complaint copy and pasted everywhere I can until they care enough to do something about it besides lying to me and giving me the run around.

    Formal complaint Start
    I purchased two identical high end top of the line computers in 2011 costing me about $3500. Since then I had my laptop RMA'd to Asus 3-4 times for keyboard malfunction, 1 time for mouse pad malfunction, 1 time for fan malfunction. I sent in an RMA to Asus on January 26 2013 for keyboard malfunction which was the 2nd or 3rd time for the same reason and also for a faulty fan. I received my laptop around February 5, 2013 with a still malfunctioning keyboard and a still malfunctioning fan.
    At this point I was no longer confident in Asus’s ability to fix this issue and demanded that you guys replace my laptop with a new non defective one.
    I know how this computer is supposed to work because I own two of them and the other unit runs flawlessly.
    Asus’s customer service employee named Shane apologized and instructed me to try to RMA it again and get it repaired again and assured me this time they will get it right or replace the computer if they can’t. I told him that I have been without a computer for a week already and for them to expedite the shipment and repair. He said he spoke to manager and got the expedite repair approved. I shipped the unit on February 8 2013 using Asus Prepaid Label and the package arrived to your location on February 12, 2013. The tracking is fed ex 958362915007658.
    Obviously Asus lied to me saying it will be expedited shipping when it wasn't. Next, I gave Asus a whole week to update their website with my repair inquiry and it never showed up. I still have no laptop and obviously was lied too when Asus told me the repair would be expedited. I called customer support at the 24 hour number and the gentlemen told me it can take a couple of days for the system to update the information and told me not to worry and to check back in 24 hours to 48 hours at the latest for an update on the website. I waited 48 hours and still no update. I then called Asus back and wondered what the issue was and where my laptop was. The gentleman who picked up by the name of Jason said he didn’t know what was going on and that he will escalate the issue to the managers this was around February 20 and promised me that I will be contacted within 48 hours with an update to my case. At this point I am very upset but I politely say ok and decided to give Asus service reps a chance.
    2 days go by and no contact from Asus. At this point I know for a fact Asus lost my laptop and am expecting my replacement as promised. I call back round February 23, 2013 and the man I spoke to makes me explain everything all over again of course and tells me to wait another few days saying it can take the system time to update. I am furious at this point and demand to talk to a manager. The supervisor by the name of Mikael R. picks up and assures me he can help me. He explains to me that he is the supervisor and understand my situation and attempts to figure out the issue. He then tells me he will put in a request to replace my laptop but that it is not a guarantee. He tells me he has no update for me on the repair and tells me he will contact the service center first thing in morning when he gets in to work tomorrow because they are closed. He assures me that he will email or call me after he talks to them. I went as far as to make him promise to contact me and found out the time he will be calling me at the latest. He told me it would be at noon PST. I tell him ok I will give him a chance to resolve this. I wait for the call or email the next day and got nothing. Obviously I been lied to by Asus employees AGAIN!!! I can't even keep track of the number of times I have been lied too! I then called back at 5pm did the whole phone on hold thing again and finally have a hold of Mikael R. the supervisor once again. He assures me he contacted the service department and told them to update the status on my laptop. I asked him if he got confirmation if it was even with them or if they lost it or if they even started the repairs yet. He told me that he didn't get that information from them and that he will try to contact the department who handles repair inquiries. He also told me my request for a replacement laptop was denied. I am raging mad at this point. He finally after a long hold got back to me saying that he finally figured out that your systems are having technical difficulties due to a system glitch and that the status updates are backlogged and that is the reason I don't have an update on my computer. “Oh my god” is my response at this point. I ask what does that have anything to do with my computer being repaired and returned to me. He gave me a per vatum script response saying he apologizes and for me to wait a few more days for an update. At this point I gave the man 3 choices.
    1 replace my computer with a new version of the same model and without any defects. I purchased this computer from your authorized online retailer exotic PC and had a memory upgrade to 16gig and a network card update to an Intel centrino wifi network card with bluetooth. Attached i have included my reciept for this computer proving this to be the case.
    option 2 (preferred option) give me a replacement newer model with the keyboard glitch fixed.
    Option 3 send me my repaired laptop right away.
    I told him if he doesn't resolve this issue as promised I will report your company to the better business bureau. He apologized reading off a script and told me he can't help me. I then demanded to talk to the CEO of ASUS or a real manager and he put me on hold only to tell me he could not reach any managers at this time. I demanded to file a formal complaint and he gave me a link.
    To sum it up this situation is absolutely ridiculous and it’s sad to know that unless I file a formal complaint I get nothing besides lies and perpetual loops. Every phone call I make to Asus takes an hour away from my study time. I am a UCLA student Pre-med student so I have a lot of studying I need to do. I also have to pay for packaging the laptop which costs 30$ at fedex to make sure it gets delivered safe in bubble wrap. I am without a computer now for over a month. This is the G74sx desktop replacement computer. I had no other computer because the second model I purchased at the timewas a gift for my girlfriend who also uses it as her main computer. Your company drove me to the point where I had to spend money and buy a new laptop because I absolutely have to have a laptop for school. I purchased the Asus Vivobook s200 model a month ago in order to hold me down. I have wasted countless hours on the phone on hold with Asus. I spent money, I have been lied too and pushed to my breaking point.
    I called Asus again on feb 27 2013. Spoke to the supervisor Mikael R. again. He said the same script again apologizing for my frustration and that he can't do anything. He said he would transfer me to another supervisor right away and put me on hold for 2 hours before I hung up. I had a feeling he would do that so I called back on my 2nd line after 30 minutes of waiting all the while the first line was still on hold. I got in touch with a different supervisor, this time his name was Devouy. He went though all the verification steps again. Told me he can't begin to understand the frustration. Told me all steps have been taken to achieve a resolution at the fastest time possible. He personally assured me he will escalate it again (3rd time now) to the top and get my case on top of the list for resolution. He told me he will personally call the service centers and relevant departments in the morning call me with a status update. I got his promise to call me back by noon.

    Next day on Feb 28, 2013 he called me back as promised! WOW finally someone from Asus kept their word! He instructs me that he called around and truth be told they have no idea where my laptop is. It could be in Texas where the prepaid label originally shipped it out or it could be in California at a different service center. He assured me all steps are being taken to handle this at the fastest time possible. He told me the computers will update for sure by tonight with my laptops information.
    It is now 4:30pm and still no update in the repair inquiry systems. I’m pretty confident that I’m just getting the run around again at this point and would like for Exotic PC to light a fire under Asus.
    For all my trouble I feel nothing short of a refund or getting fully compensated with a fully loaded new top of the line Asus model gaming laptop will fix this issue. If you look at Exotic’s records I returned the first unit I receive due to a defective keyboard a Exotic sent me a new one. The new one still had a defective keyboard but it was not as severe as the last one so I kept it for the time being because I needed a computer. I then decided to RMA it after which I did numerous times as documented.
    Asus has failed me numerous times. I have been beyond patient. I have given Asus ample time and chances to resolve this and they have failed.
    My case number is USG9322135
    Formal complaint End
    Last edited by jpak2000; 03-02-2013 at 02:04 AM.

  2. #2
    ROG Guru: Green Belt Array
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    Checks out. I hope they make things right for you and offer a peace offering.

  3. #3
    ROG Enthusiast Array dparish2's Avatar
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    I understand your mad, however I would edit this to make it sound more professional....

    1. I did not see any mention of a G75, G55 & G46 (type of forum we're in)

    2. I would remove all "your demands," Telling them they are liars, and only reading off of script.. That makes you seem like kinda an ass.

    3. Not sure what the Pre-Med has anything to do with your case... If your tying to impress them, correct your 26 grammar/spelling mistakes.

    4.No matter if you have a "expedited" shipping label or not, mailing something Feb 8 (Friday), and them receiving it Feb 12 (Tuesday) is normal.. Not too many mail carriers move all weekend long....

    5. Maybe mail this there and not here.

    6. I doubt the VP or CEO will call you within 24hrs, they deal with a little more than just repair laptops (laptops, tablet computers, mobile phones, personal digital assistants (PDAs), servers, computer monitors, motherboards, graphics cards, sound cards, optical disc drives, computer networking devices, computer cases, computer components and computer cooling systems) Also insulting their managers are really not helping your case.
    Last edited by dparish2; 02-28-2013 at 04:35 AM.

  4. #4
    ROG Guru: Black Belt Array rewben PC Specs
    rewben PC Specs
    Laptop (Model)G55VW-3D
    MotherboardASROCK Z97 EXTREME 6
    ProcessorINTEL 4790K
    Memory (part number)G.SKILL RIPJAWZ 2400MHZ (F3-19200CL10Q-32GBZHD)
    Graphics Card #1ASUS STRIX-GTX980-DC2OC-4GD5
    Graphics Card #2ASUS STRIX-GTX980-DC2OC-4GD5
    MonitorDELL U2713HM
    Storage #1SAMSUNG SM843 480GB X2
    Storage #2WD GREEN 3TB X2
    CPU CoolerSWIFTECH H240-X
    CaseNZXT H440
    Power SupplyTHERMALTAKE TOUGHPOWER XT PLATINUM 1275W
    Keyboard CORSAIR K70 RGB
    Mouse STEELSERIES KINZU V3
    Headset STEELSERIES 9H
    Mouse Pad STEELSERIES QCK+
    Headset/Speakers LOGITECH Z506
    OS WINDOWS 10 PRO AU
    Network RouterASUS RT-AC66U

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    based on your post, you should have contacted xoticpc and if the case was not resolved, filed the complaint against them, instead of asus in the first place :/

    i think you have voided your warranty by modifying stuff in non-user serviceable area; but that should be covered by custom VARs. try contact xotcpc for your case.

  5. #5
    ROG Guru: Green Belt Array
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    Contact the BBB my friend. Sick them on Asus.


    Try not to flame him. He's mad and has every right to be mad. I understand where he is coming from Asus support is trash that's a fact. I personally waited for service and response's from them and they are by far the worst of any company.

    Any issue with my Alienware Dell is at my house the next day Mon. Sat. and it is fixed before they go or they order the parts and are back the next day. Asus has a very hard time returning phone calls or calling. Heck i'm still waiting for Mikael R about a issue with a G75VW.

  6. #6
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    File a complaint with the (STATES ATTOURNEY GENERAL) of the State where the company resides. That will get the companies attention.

    If you paid by credit card file a challange to the charge with your issuing Bank. That will reverse and hold payment. The company has 45 days to respond. By Law!

    Be extreemly literate and to the point. You will need proof, all documentation, phone logs and any witnesses (phone recordings). It works "IF" you have your ducks in a row.

    The BBB is nothing and useless.
    Last edited by falcon127usa; 02-28-2013 at 04:39 AM.

  7. #7
    ROG Guru: Orange Belt Array Bundy_Drop_Bear's Avatar
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    I too have my Laptop G75 at the repair center ( here in Melbourne Australia) they told the sales guy at the store i bought it from that they were waiting for a part(most likely a GPU replacement) again and as my laptop is still under warranty I'm hoping they fix it properly this time.

    I have a 2 yr extended hardware replacement warranty with the store so if the GPU dies again, I will be getting a full replacement.

    Also you may want to edit your post and add a line between paragraphs, as at the min all it is, is a wall of text.

  8. #8
    ROG Guru: Orange Belt Array Apexing's Avatar
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    dude can´t even figure out how to do this correctly, he just trying to impress ppl and troll.

    what dparish2 is true.
    /end thread

  9. #9
    ‎‎‎‎‎‎‎‎‎‎ Array Gorman's Avatar
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    As ASUS always says to me over the phone "ASUS does not offer replacements or refunds under any situations" ^__^

  10. #10
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    poor bloke, thats a really unfortunate situation you are in. Its good that you took down the names of the people you spoke over the phone
    with, it would be easier to point down who said what to benefit you- hopefully.

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