Asus F3tc Warranty repair/ RMA/ Troubles (New Zealand)

Hi there
So, I had an Asus F3tc with the no video thing going on, subsequently from reading this forum I realised it was a motherboard issue. It went into repair (I dropped it into the Asus service centre in Auckland) at the end of May.
A week ago, I was fed up of waiting (no calls) and so I rang to find out what had happened, they said the motherboard was a part they were short of and they were not sure when they were going to get that part in, so they would RMA it and give me a credit to spend at the store it was purchased from. I told them that that was fine, I would drop in the HDD (now D-BAN'ed) and battery and PSU to them and they would give me the paperwork.

Tuesday this week I dropped the accessories in to them, they said that now my parts were available, would I like to have the machine repaired? And I said thankyou but no, you offered me a new machine, I'd like to take you up on your offer please.
They also said that because an insurance company paid for the F3tc (side note, my first laptop was stolen and I got an insurance replacment, which was the F3tc) there was a complication where they couldn't just do what they normally do and send me back to the retailer to get another machine to the value of what I paid.

Later that day I got a call and got offered another machine as a replacement (upgraded model) but it was not new, was refurbished, and I politely refused, preferring a brand new machine.

Has anyone got any suggestions for me? I'm not going to be difficult, not going to be rude with them, but I was told that I was getting a brand new machine, and am prepared to fight for it! The other problem is that the Asus tech (possibly the head tech here in Auckland, called Han) seems reluctant to return my calls, and reluctant to take this matter further. I;m going to give him today and tomorrow, and then call back again on Monday to see what has happened. Then I could go in on Tuesday to see them (Tuesday is my day off)

Thanks for your advice
David

 

ASUS have never returned phone to me calls here in the Netherlands either. Maybe it's some sort of company policy. Or more likely, rep laziness.

Anyway, from your description they seem reasonable enough. I would continue fighting for a new machine for a while, in the same polite way you have been doing until now. And in the end, if they refuse to accept, I'd go for the refurbished since that will probably work fine... You should also put a value on your time, and once you do that this type of issues is only worth a certain amount of time and effort investment from you.

 

I got it sorted in the end, they gave me an RMA like they said they would and I've gone back to the retailer and chosen another model. the Asus Pro59LE-2.

Thanks for your input

 

Sounds like they were pretty good to do that. What store David?

I've had 4 Asus notebooks so far between myself and family and have not yet needed to return one but glad to hear at least the service centre is reasonable. (Even if you have to chase them with a phone call).

 

Hill and Stewart, although that said, they are dragging their feet a bit, I faxed away this morning to the store to say what model I'd like as a replacement and apparantly the manager is "dealing with it" and will "be in touch"... so I will pop over tomorrow in person and see what is happening.
When I worked at DSE the Asus were the ones I'd recommend... both of my flatmates have them on my recommendation, and so I hope that they are going to last the distance (as will the replacement)
David