Before you go any further you need to realize this is not an ASUS support site. This is a members site where owners help eachother. No one here can investigate service vendors or even tell you if the one you used is legit. My guess is they are not as any laptop that is under warranty can be repaired or replaced.
Next is you must question if you were even at an authorized ASUS service Center. There are 3 in Egypt.
ECS
14 Al Atebaa, Ad Doqi, Giza
Metra
30 Wady El Nil St.، MOHANDESEEN، Giza
RAYA
1 Abdel Hamid Loutfy St, Makram Ebeid, Nasr city
If it was not one of these then you were definitely getting your leg pulled.
Another thing you must realize is there is a difference between an authorized service center and ASUS. There are no ASUS shops in Egypt period. These are all third party companies that have an agreement with ASUS. If you went directly to any of them without filing a ticket with ASUS first and being directed to send or drop it to one of these locations then you do so at your own peril and expense. If it is under warranty ASUS will take care of it and it may not be at any of these places in Egypt.
If your laptop was registered to activate the warranty then you simply log into your ASUS account and submit a ticket there. If it was not registered to activate the warranty then you are on your own.
https://www.asus.com/support
Next is you must question if you were even at an authorized ASUS service Center. There are 3 in Egypt.
ECS
14 Al Atebaa, Ad Doqi, Giza
Metra
30 Wady El Nil St.، MOHANDESEEN، Giza
RAYA
1 Abdel Hamid Loutfy St, Makram Ebeid, Nasr city
If it was not one of these then you were definitely getting your leg pulled.
Another thing you must realize is there is a difference between an authorized service center and ASUS. There are no ASUS shops in Egypt period. These are all third party companies that have an agreement with ASUS. If you went directly to any of them without filing a ticket with ASUS first and being directed to send or drop it to one of these locations then you do so at your own peril and expense. If it is under warranty ASUS will take care of it and it may not be at any of these places in Egypt.
If your laptop was registered to activate the warranty then you simply log into your ASUS account and submit a ticket there. If it was not registered to activate the warranty then you are on your own.
https://www.asus.com/support
if you have a trail of correspondence with ASUS you should be able to get this remedied. Go back to opening a dialog with ASUS support and tell them what happened. If they view it as going too far they may pull that's shops eligibility as an authorized service center. Saying they cannot fix it because they don't have parts is not acceptable unless you put a time restriction on them. All they have to do is put in a requisition with ASUS to get the parts.
One point I think you are missing is none of these shops are owned or operated by ASUS. They are all contracted individually owned shops and not under the control of ASUS. Like I said if you have all the correspondence the best you can do is report their actions and ASUS may choose to no longer use them for repair services.
One point I think you are missing is none of these shops are owned or operated by ASUS. They are all contracted individually owned shops and not under the control of ASUS. Like I said if you have all the correspondence the best you can do is report their actions and ASUS may choose to no longer use them for repair services.
Again, you are totally missing the point that the shops in the UK have nothing to do with those in Egypt or even another shop across town in the UK, They are all independent businesses and not part of any ASUS team.
There are many companies that subcontract work to third parties. Happens all the time and all over the planet.
You asked for help, I'm trying to give it to you. Go back straight to ASUS not a repair shop in the UK or Egypt or any other country, ONLY ASUS DIRECT
As to whether the shop in Egypt stepped out of line, that's a matter of opinion and also we are only getting the side of a story from a disgruntled customer that are often inflated for drama purposes.
Perhaps you should apply for the repair management position for ASUS. The job would require you relocate to Taiwan though. Then you can totally revamp their system and put all the safeguards you wish and even cancel all the contracts and just have people send their machines to Taiwan at the factory for repair and eat all the shipping costs going back and forth.
As a customer everything is relevant to me in how business is done. To complain about it then say its not relevant is extremely contradictory.
I will offer no further advice, again this is a USER FORUM not ASUS SUPPORT.
There are many companies that subcontract work to third parties. Happens all the time and all over the planet.
You asked for help, I'm trying to give it to you. Go back straight to ASUS not a repair shop in the UK or Egypt or any other country, ONLY ASUS DIRECT
As to whether the shop in Egypt stepped out of line, that's a matter of opinion and also we are only getting the side of a story from a disgruntled customer that are often inflated for drama purposes.
Perhaps you should apply for the repair management position for ASUS. The job would require you relocate to Taiwan though. Then you can totally revamp their system and put all the safeguards you wish and even cancel all the contracts and just have people send their machines to Taiwan at the factory for repair and eat all the shipping costs going back and forth.
As a customer everything is relevant to me in how business is done. To complain about it then say its not relevant is extremely contradictory.
I will offer no further advice, again this is a USER FORUM not ASUS SUPPORT.
Mohamed Atef wrote:
Thank you for your help.
I told you over and over again. All my contacts has been directly through the vip line with customer service teams not with shops at all.
Thanks again.
Please go back and read your posts, this is contradictory.
Your original post made no mention of the VIP service only the "Egypt Team" and the "UK Team" that are not ASUS.
I cant speak about who has access to their service database bout I would imagine that vendors would have to be able to access it to get your information and be able to contact you and close the tickerts.
Im not saying in anyway that what the Egypt shop did was not deplorable. If thats what they did then they certainly should be evaluated.
BTW Contacting Bahz wont help, he is not with the service dept.
CL-Albert has helped some folks with RMAs.
Regardless complaining to one independent shop about another does not take care of anything.
You haven't reported if the UK shop repaired you machine or not and simply dwell on the Egyptian shops short comings. What I'm reading into this is you are looking for financial compensation in some form of punitive damages from the shop in Egypt or ASUS for having your laptop and not fixing it in a time frame that is suitable for you. Your own posts say you have been offered to be refunded the cost of the machine by both Amazon (the first day you reported an issue) and ASUS later on and you declined them both. I'm afraid you wont do any better than that. Further you will never get more than what you paid for the machine. If you got it at a discount that's all are going to offer and all they are obligated to offer. I dont know what the laws are in Egypt where your problem arose but here in the US you first have to prove there was a financial impact caused by the party you are filing to get a judgement of punitive damages. Even with that said you should read the disclaimer in the ASUS warranty.
Except as provided in this warranty and to the maximum extent permitted by law, ASUS is not
responsible for direct, special, incidental or consequential damages resulting from any breach of
warranty or condition, or under any other legal theory, including but not limited to loss of use; loss of
revenue; loss of actual or anticipated profits (including loss of profits on contracts); loss of the use of
money; loss of anticipated savings; loss of business; loss of opportunity; loss of goodwill; loss of
reputation; loss of, damage to or corruption of data; or any indirect or consequential loss or damage
whatsoever caused including the replacement of equipment and property, any costs of recovering or
reproducing any data stored on or used with the Product. The foregoing limitation shall not apply to
death or personal injury claims, or any statutory liability for intentional and gross negligent acts and/or
omissions by ASUS. Some jurisdictions do not allow the exclusion or limitation of incidental or
consequential damages.
So in the end their obligation is to repair, replace or refund the actual purchase price of a laptop due to defect in manufacture or hardware failure that is not a result of misuse or neglect.
