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1.3

I am currently having difficulty with the Asus computer repair and their customer service department. Here is the story as short as I can make it. I warn anyone who is considering sending an Asus tablet, notebook or computer for out of warranty repair to make sure you know other experiences such as mine before proceeding.

I sent Asus an out-of-warranty "VivoTab Note 8" for repair of an intermittent USB plug after submitting a prepaid $60.00 diagnostics fee. After they inspected it I was told to send $288.00 for repair of the tablet, which I did. I was told that I would be contacted in 7 to 10 days or as soon as the unit was repaired and ready to ship back to me.

Almost two weeks later I had received no reply from them so I contacted the Asus customer service department. They said they would handle the issue and let me know the repair status. Shortly after I received an email that stated the tablet could no longer be repaired as there were no motherboards available, but they offered me a couple of refurbished notebooks and asked that I select one and "pay the difference" of the $288.00. This is a classic example of "Bait & Switch!" from the repair side. I told them that my 8" tablet sent for repair, which has a Wacom screen was used for very specific scientific purposes and nothing but that type of tablet with an 8" screen size would work for my scientific field work needs. I specifically asked them to please return the tablet by express mail and send a refund minus the return postage cost.

Two days went by and I receive another email offering me a second set of refurbished notebooks and a larger size tablet as if they had not received my previous email request that only a comparable unit would work, and to return my VivoTab Note 8.

Another week has gone by and over this past week I have been speaking with the Asus Escalation Dept., who apologizes profusely, but no one can tell me when or even if they will mail back my tablet or refund the money. Each time I've spoken with the three representatives in their escalation dept, each tells me I will be contacted within 24 to 48 hours with an answer. No one in the Asus Escalation Dept. has returned with a call or email and today I received another email from the Rep at their Upgrade Dept. that states the same information that I was already told three times by the Escalation Dept.; "Original model is end of life; we don't have model in stock anymore; and can you tell us what model you will take in replacement." The Asus Upgrade Service Dept. does not seem to communicate with the Escalation Dept. and everyone who tells me they are a supervisor cannot make any decisions.

Today I was told they were going to send my complaint to their Asus legal department to see what they can do, but no commitment to mail back my tablet. I already have an attorney and my scientific sponsor's universty's attorney looking into this. It seems obvious they have no intention to return my tablet, otherwise that would have happened after my first request to have it returned. I leave on a scientific biodiversity expedition in not more than a week with no solution for our data collection and continue to be strung along by Asus.

This is egregious service and frankly illegal and criminal if you define what they have done as Bait & Switch! I keep going in circles and they are stonewalling me with no chance of any commitment of mailing the unit back.

I have read about bad customer and repair service stories in the past with other companies, but I cannot say I've ever read about any that approaches the terrible and misleading service support that Asus has provided me.

That they mislead me about the repair when that should have been determined at the time I paid the $60.00 diagnostic fee that my tablet could not be repaired and then asked for an additional $288.00 for the repair only to offer me a "Bait & Switch" scheme is beyond believable. I would rate their service and repair at "zero". The Attorney General's Office in California needs to be made aware of such deceptive repair practices and I expect that my attorney will do so in a legal brief based on my ordeal with Asus.

Reason of review: Poor customer service.

Monetary Loss: $288.

Preferred solution: Return of my Tablet sent for repair and refund minus postage cost to return it..

Asus Cons: Being strung along with no responsiveness.

Location: 800 Corporate Way, Fremont, CA 94539, USA

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