Asus RMA lost my G74sx and refuses to issue me a computer

formal complaint

Update as of 3/1/2013 At 5:46 PM

"Have not heard anything from Asus directly. System still does not show my system on their website. Tanner from Xotic PC has been a great help so far and have contacted me already 3x regarding this issue with updates within the last 24 hours as opposed to Asus's 1 time. Thanks Xotic.
From Xotic PC Tanner
I have not heard back from Asus yet regarding this but i will continue to keep emailing our contacts there daily until they respond with a solution. Lately, they have been emailing after hours but since it is Friday, I doubt that they will.
I will let you know if they respond today or tonight and I will send you updates as I have them. "

So Xotic is also on them but they haven't got a reply either yet. From yesterdays earlier Email with tanner@Xotic...

"I understand that the prepaid label Asus has originally sent me arrived at the Texas location but that is the wrong service center altogether and has to go to the CA service center. Asus told Tanner@Xotic that they sent a request to find it, it will be 2 day aired to the correct service center and they will do what they can to expedite the repair."

So to sum it all up, they put in numerous expedited requests since the day I started complaining and have yet to locate the computer at the Texas facility. They have yet to confirm nor deny that it is in their possession besides the tracking number confirmation I provided from their Prepaid label. At this point the BBB is also on the case and has sent them a message to resolve this issue.

I will post updates as I get them to keep the ROG community informed. Thanks for all your support guys! Also thanks to Shawnnepc for a sending me a PM offering to help directly but I will let Xotic handle it for now!

Also I have contacted CL-albert from the ROG forums and he told me there is nothing he can do to help me besides forwarding my complaint and message to the higher ups.

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

 

I can't tell you anything to make it all better. You are upset and I understand but let me suggest as an outside person. I do know you are getting screwed so let's do a different route.

Call XoticPC without all the built up frustration. Explain the situation. You have every right to be frustrated but at this point might not help. Xotic has connections higher up than you or I as consumers. You bought from them they want you to be happy. See if they can contact/connect with someone that can help.

Give it a shot. Asus is huge they do sometimes screw the pooch. See if your reseller can help.

 

Would defiantly also suggest giving xotic a call (or PM them, they have representatives on this forum, pointing them to this post) and get them on your side with what sounds like a very frustrating case.

 

You can reach them via their contact information or by letting one of them here on NBR know what's going on or by linking them to this post. It's hard to say what they can accomplish with Asus, but it is possible they can escalate the matter and hash something out. As for the system, I haven't heard of reoccurring issues - the likes of which you've had with the keyboard, trackpad and fan - so it sounds like a really specific (and unfortunate) series of events.

Best of luck, OP!

 

Thank you for the advice everyone. I spoke with a different supervisor last night who promised (once again) to give me a call today to resolve the issue. Assuming that he also does not follow through, I'll definitely call Xotic and see if they can help. Thanks everyone!

 

keep us updated, hope it all works out

 

Good luck OP, i had a similar situation where asus kept my power cord for my laptop and installed the wrong video card somehow during a rma for a bad flash. Things like this happen, you just have to be patient.

The asus customer loyalty team roams both the rog forum and this forum, contact one of the asus-cl members and you'll find a way to resolve in no time.

Here's a link to my post on the rog forums so you can see the route i went.

Asus Service is Horrible (RMA Procedure fail and hardware downgrade)

It took a month but i was happy after everything was said and done.

 

This sort of thing happens sometimes. Can't believe you bought another Asus immediately after it though

Sent from my SPH-L900 using Tapatalk 2

 

OK, let's clarify a few things here first:

1) XoticPC should have informed you that whenever you need RMA service with an upgraded laptop, you should send it to them for service. If Asus needs to replace the unit for warranty fulfillment, XoticPC needs to remove all the upgrades first and send Asus the stock version. Asus will then replace it with a stock model, send it to XoticPC, who will then replace the upgrades. If you send it to Asus RMA direct, and they replace it, you will get back a stock laptop and loose your upgrades. Technically, Asus does not warranty any upgraded hardware in their units, tho they work with their resellers to provide service.

2) Contact Asus Customer Care. The people you have been dealing with are from the repair facility, and Customer Care is with Asus Corporate. They have greater leverage in regards to repairs and replacements, and they check units after they have come off the repair line to insure items are fixed. You can contact them here, and ask them to call you. Please include all your previous RMA #'s:

ASUS Service | North America

 

Update as of 3/1/2013 At 5:46 PM

"Have not heard anything from Asus directly. System still does not show my system on their website. Tanner from Xotic PC has been a great help so far and have contacted me already 3x regarding this issue with updates within the last 24 hours as opposed to Asus's 1 time. Thanks Xotic.
From Xotic PC Tanner
I have not heard back from Asus yet regarding this but i will continue to keep emailing our contacts there daily until they respond with a solution. Lately, they have been emailing after hours but since it is Friday, I doubt that they will.
I will let you know if they respond today or tonight and I will send you updates as I have them. "

So Xotic is also on them but they haven't got a reply either yet. From yesterdays earlier Email with tanner@Xotic...

"I understand that the prepaid label Asus has originally sent me arrived at the Texas location but that is the wrong service center altogether and has to go to the CA service center. Asus told Tanner@Xotic that they sent a request to find it, it will be 2 day aired to the correct service center and they will do what they can to expedite the repair."

So to sum it all up, they put in numerous expedited requests since the day I started complaining and have yet to locate the computer at the Texas facility. They have yet to confirm nor deny that it is in their possession besides the tracking number confirmation I provided from their Prepaid label. At this point the BBB is also on the case and has sent them a message to resolve this issue.

I will post updates as I get them to keep the ROG community informed. Thanks for all your support guys! Also thanks to Shawnnepc for a sending me a PM offering to help directly but I will let Xotic handle it for now!

Also I have contacted CL-albert from the ROG forums and he told me there is nothing he can do to help me besides forwarding my complaint and message to the higher ups.

 

Hi Chastity, Thank you for the information. XoticPC has been doing all they can to help and I appreciate their quick responses and updates (though Asus isn't giving them information either). The Asus Customer Care escalation mailbox was one of the first things I did when I realized that the service center lost my laptop. That was more than a few days ago and I never heard from anyone. I'm truly appalled at Asus' unprofessional manner and lack of respect for their customers. So according to you, customer care is with Asus Corporate. So not only has the Asus repair center shown me that they are not concerned, but so as Asus Corporate. If you have any leverage to get me some sort of customer service, I would greatly appreciate it.

 

Sounds like you are already up to speed. Since the rep sent you the prepaid shipping to Texas by mistake, the unit will not appear on the site's RMA status until it's keyed into the Milipitas facility. Once there, you can follow up. Please allow for 24 hrs to get keyed-in once it arrives.

 

Well hopefully you guys can get this sorted quickly without any more aggravation

Let us know how it goes Jpak.

 

Not the same situation exactly but same type of treatment from a friend of mine. He RMA'ed his laptop that he purchased as a bundle with the ROG mouse/backpack etc. They specifically told him to only send in the laptop not any of the extras then he didn't hear anything for about a week despite trying to contact them daily. They then refused to do anything with the laptop or send out a new one until he had returned the backpack etc that came in the bundle. They wouldn't even do cross shipping so he had to wait until everything got to them. They then said his laptop was damaged so they would only replace it with a refurb not a new laptop, they continued to say this until he supplied them with pictures of it he took packaging it which clearly showed it was not damaged in any of the ways they were saying it was. Finally they agreed to send him a new replacement laptop about 4 weeks after he had sent his to them. He then got his replacement laptop with just the laptop, none of the bundled stuff was included. It took him about another 3-4 weeks to get them to send out the bundled parts because they kept telling him he was instructed to not send them originally and that they had never received them despite him having multiple e-mails from them saying they had received them and would now be sending his replacement laptop. It ended up taking him 2-3 months to replace his laptop and bundled accessories he had purchased brand new that arrived defective. Asus never admitted any fault in the matter what so ever and didn't even make an attempt to smooth things over by doing any of the normal stuff like apologizing and offering coupons or cheap merchandise etc they just continued to blame him for any problems that had occurred.

 

As a potential G75 buyer, these stories are really really scary. I will be travelling to the US shortly and I am thinking of picking up a G75, but I plan to buy it off the shelf from bestbuy or any retailer I find.

In this case, if there is any problem as soon as I unpack it... will I be able to replace/RMA it on the fly at the retailer I get it from?

 

Yes best buy has a 30 day return pol. where you can get your money back or exchange it for another system same or not. Its really nice. However the VW and VX are the same price but the VX is much better. When you get it let me know i'll give you a check list of what to look for on it of stuff that goes wrong on these and the problems. And yes it is a full list.

 

Great. Thank you. I will be travelling in about two weeks. After I make the purchase, I'll come back here.

Of course, I was looking only for the VX. I know it has a somewhat more powerful GPU.

 

Somewhat. That thing spanks the GTX 660m and GTX 670m lol. If i get my reward zone certificates by the time you take you trip i'll go ahead and send them to you so you can get some cash off your system. I dont use them in time so they always just expire but i should have some coming in for the last system i bought. Better that they go to use then just expire.

 

Curious, anybody ever hear how this was resolved if it ever was? Sounds like a pile of trouble for the fellow.

 

Last thing i knew they were "Sending" him out a system but he never had a tracking number or anything so who really knows. All Asus does is lie about crap so until i see him with the new system in his hands i'll say they never sent one out.

 

I've owned a few Asus notebooks and first G1 had amazing service. 3-4 day business turnaround. Free express shipping and got Cs reps on phone in 5 min.

G73jh is different story. Had to RMA for you issues many times. Heating issues, vBios issues, keyboard, mousepad etc. Not one problem was fixed. Turnaround time averaged a month. Seemed my notebook spent more time at RMA than with me. Average took 30-45 min on phone to get a rep. Asus service has gone very down hill, its worthless.

I recommend getting a refund or sell your replacement and get yourself an Alienware, MSI or a Clevo Instead.
Sent from my SGH-i937 using Board Express

 

Same here Asus use to be great but after the G73's service and product quality took a huge nose dive. Heck most of the time Asus would not even return phone calls.

Zymaphad its pretty hard getting the truth out there because you got a ton of fan boys who never had to deal with Asus lie and say their rma's always go fast and the systems are the best you can buy and all that. Glad to see another person is telling the truth.

And there reps in the forums are all jokes. None of them speak anything more then just basic English.I mean i seen people ask a question and i have spent a few hours trying to figure out what the rep was trying to say and most of the time its your basic cooky cutter level 1 tech crap or its send it back to Asus for a RMA. Crap that everyone knows. Asus is going down hill and going hard and fast to the point im using EVGA mobos in my desktop now because i don't wanna be around when their high end mobo's fall off the cost cutting cliff.

 

Just remember that Best Buy units do NOT come with Global Warranty if you plan to bring it out of the US, so you would have to pay for service in a center outside of Best Buy/North America.