HELP! ASUS lost my charger and dragging their feet...

So I got my Asus G73 back RMA repair (for the 3rd time in 4 months!) and got it finally fixed. But now the problem is, they forgot to send back the power charger! I called them immediately on Nov 24 and they opened a service number. But I've just called and they still don't have any update on it.

You'd think they'd quickly ship out a brand-new replacement charger like any professional company who cares about customer satisfaction would... but they just say things like "our policy and procedure does not allow us to do that, we are trying to find the charger and will notify you when we've found it."

Is there anything I can do or say to them (customer support line) to get something done?

 

Wait, why did you send in your charger too? Is that a requirement? You'd think you could just keep that, doesn't really make any sense.

 

Unfortunately, no. ASUS is famous for their awful customer support. I recently actually got TROLLED by a representative: I was inquiring about my accidental damage warranty, as I sent them a letter with my receipt and proof of purchase a month ago, and wanted to know if it got there and that my warranty was active. The rep told me they never received it and that he could not issue an RMA number as I did not have warranty. After I started to freak out, since they just lost my proof or purchase, about 15 minutes later he said: "Good news! We were mistaken, we actually did receive your letter". I don't think I've ever raged so hard in my entire life. Sucks to hear about your charger dude, but at this point, you're better off buying a new one.

 

I assume you filled out, signed, and kept a copy of the form you were supposed to fill out that states what you included with the RMA shipment, and include the adapter (and its model number) on that list. If so, you should have NO problem demanding that you get your adapter or a replacement ASAP.

 

Contact your reseller. Usually when something like this happens they can rectify it for you pretty quickly. Calling on the main phone lines will more than likely not get you too far.

 

Finally managed to speak with the supervisor who strongly assured me that this has been escalated. Said he is personally making sure they know to look for the charger and ship it ASAP. I sure hope so...

Mark, unfortunately I didn't make a copy of the form I filled out stating the items shipped in the RMA... Kuro's right there's really no need for me to send it either. If all else fails, I'll need to spend $40 to get this: Targus APA05US 180W Universal Notebook AC Adapter w/3 L-Shaped P [APA05US-BULK-R] - $38.75 : Computer Parts, 423-650-4286

 

Yay. Almost 20 days later and FedEx man showed up with my charger!