Asus Warranty Repair?

For my last update, at 02:32 AM -

I would also like to wish all Asus customers on these threads the best of luck with their Asus product, and best of luck dealing with the terrible European Technical Support that is in place, when things go wrong. THE END.

http://forum.notebookreview.com/showthread.php?p=3470265#post3470265

 

Oh dear - my V1S has now developed a crack on one of the screen hinges.

This is before I have even received the replacement battery back!

Does anyone have a link to where it states that if the retailer hasn't fixed it within 21 days I can request a replacement?

 

I am in a very delicate situation with my U6Sg. Assus support is crap but I was told on the phone that if my problem is not solved after 1 month which is roughly 21 working days they will give me a replacement or my money back.

....this can be a blatant lie. They haven't done anything else the past 3 weeks than lie to me.

 

no but if you are in the UK call asus on 01442 202700, if you press 1 you get thru to a person in the uk and they can help you or if you press 2 then it takes you through to the asus support without having to pay the extra to do so. When you get there ask to speak to Anna Kornatowska. She is like the team leader there who sorts out the replacement machines. Donna King previously did this but I was told by one of her colleagues that she no longer does that job
Email Patrick Wesseling, he is one of the big dudes in europe his email is [email protected] and complain to him

They lied to me constantly before i got my replacement, They did have mine for nearly 3 months before i got it though!!

 

Does he focus on UK cases only?

 

I think so, i can't be sure but he is based in the UK support centre in the netherlands

 

UK support NL? Perfect, I will drop him a line. Asus NL is the culprit. Thanks...

 

keep us updated as to how it goes.

 

I got in touch with Patrick and he said he will look into my case. Will keep you lot posted.

 

Because my laptop was recently sent back to me, I received an email from Patrick yesterday with a customer feedback questionnaire attached. Sent it back basically saying that they were crap and the only good thing about the whole replacement was that UPS delivered and picked up when they said they were going to!!

 

Shipping wise. I cannot complain. In 24 hours my laptop was with them. So for the moment, that is the only thing that worked properly.

 

aye me too, I called UPS and the guy was here within 20 mins to collect

 

I spoke to Patrick. He had a look to see what is going on and he told me the same thing I was told for the past 3.5 weeks: My laptop is waiting for parts. He gave me a name in Asus NL and advised me to call the person to get an update on the situation. No good news on my part...


L.E:

I just spoke to Mr. Martin Kramer from Asus NL. He said I have to wait till Friday in order to have the full month. If the part has not arrived, they will replace my unit. When I said, that I will not accept a refurbished unit, I explained that I know how this works because I work in the domain, there was a good 20 second pause. He then said...uhmm...uhm...sure sir, we will give you a brand new one. I then said, please excuse me for not believing you; I have been lied many times by Asus. I emphasized, again, that I will want my money back if I am not satisfied. He said okay and advised me to wait for them to contact me.


Bottom line, Asus NL ships parts from the moon and it takes ages for them to get to Holland.

 

thats true, it took then 4 weeks to send a motherboard for mine!! Are they sending it by scooter or something?? I currently have anna kornatowska lieing to me regarding my power adapter and bag. She says it was shipped on the 2nd of July but obviously it wasn't. I think Asus need to see this thread just to see how many people are unhappy with their European service becasue what I can gather from the USA and Canada, the service is top notch and turnaround times is often less than a week!!

 

Anna is Patrick's colleague. He mentions her on his out of office message. He won't be in office till the 21st. I see you and I are brothers . I am sorry but knowing that Canada and the US have proper service does not help me. I live in Europe and I need to work with Asus NL. If Asus is not able to provide worldwide quality service then, they should sell only in Canada and the States. I am sorry but Asus is the same brand both in Europe and the States. If the service sucks in Europe...Asus is affected worldwide.

 

In that case, I would have to say Dell should stop selling their Inspiron notebooks in the US

 

You know, when you buy something it goes both ways. As long as it goes one way, I do not agree. For the moment, when you buy the U6Sg, you have no benefit. Asus gets your money and when it comes to fixing it , they can't and they lie to you to make you feel better. I don't need to pay 1700 dollars so I can be lied too. Similarly with Dell, I know everyone wants to make money but you cannot only recieve. You need to give too. If they are crap at fixing them, why lower the quality of a brand with piss poor service?

 

i sent my A8JP to fix the latch design flaw, and apart from that they replaced the screen cover and palm rest cover because it turned yellow from 3 month wear. when i called they were aware of the problem and they fixed it without a hassle. only thing about it is that the fedex account they gave me was wrong (thats what the letter i got from fedex said) and i had to pay $136 for overnight shipping expenses

 

Thats cool, sounds like you are not in the UK then

 

Obviously, I would followup with Asus CS about the inaccurate account number they provided (assuming you didn't transpose one of the numbers; I often am guilty of that with telephone numbers) - they should reimburse you for that expense since the shipping was to have been covered under warranty.

 

nop i was in the US. i didnt even bother with it because i was leaving, but i did double check the fedex account number and it was correct. i sent them an email with the invoice number but i didnt hear back. i can only assume they took care of it

 

Hi - Just discovered this thread whilst looking for others in the same situation as me, and worringly it looks like the problems I am having are common and are likely to get worse.

I have sent an eee900 back to them for a repair in the UK and it has now been 5 weeks since they have had it, I e-mail and call them most days and every person says they are waiting for parts. They give me a a promised delivery date and that comes and goes. I ask to speak to a manager everytime and they refuse to put me through to anyone. I have sent letters to the UK head office and get no response, I have never experienced a company treating it's customers so badly before.

I will just reiterate what others have said before, do NOT make the mistake of sending faulty ASUS products back to them directly. Always insist the retailer deals with the return on your behalf so that you have more rights.

I am at the point where I have no idea what to do, it is impossible to escalate anything when the management/supervisors at the call center refuse to speak to you. I just want it back fixed so I can sell it and never go near another ASUS product again for as long as I live.

 

if you call 01442 202700, press 1 and see if you can talk to a guy called Jay. He helped me out a little. Explain your situation to him and see what he can do. Also email and try to talk to Patrick Wesselling, Anna kornatowska and see what they say. If you ask for them by name then they should talk to you

 

Thanks for the help, I will give this Jay a call to see if he can help me out. I have already tried to talk to Patrick Wesselling and Anna kornatowska, they won't respond to e-mails and the helpdesk staff refuse to put me through to them, it amazes me that these people are hiding from customers as Patrick is supposedly a Team Leader whose job should be to deal with customer issues. I also found the contact details of the Manager of Patrick and he has also failed to respond to my e-mails so far.

 

oooh can I have those details off u? I keep getting emails off them saying that they are out of office and pass it on to someone else. I don't think they like me sending around 50 emails a day to them!

 

The person is Manager CCC Asus Holland according to the out of office I got from e-mailing him today. Is there a way to send a private message on here for me to send you details?

 

go into your user cp and find the send message link, then type in tphilly into recipients

 

Could you also PM me, if the person is a manager with Asus NL? I think I am not out of the woods yet with Asus.

Cheers,

 

Hi, had to send my G1 to asus HOLLAND for repair about gfx card breaking down. Scary stories here, and its not looking good.. its funny how UPS came within the hour from my phonecall to collect the laptop and rushed it to holland in under 24 hours.. just to get ignored in some warehouse probably. Its been a week and there's still no info in the asus website about my notebook (the Repair Status Inquiry). Guess ill send them an email about what theyve done so far, then, wish me luck.

 

Better call, direct interaction is always better than email where you need to wait...

 

Hello Everyone. Looks like people are still having fun with Asus NL.

Ive just read a few posts, and with regards to the Eeee900 id have took it back to the shop, and then wrote letters to the shop stating that legal action will be taken to recover losses.

If anyone has a laptop less than 12 weeks old and it develops a crack or other malfunction, my advice is not to send it back via warranty because the shop says so, tell the shop you want a replacement. If they dont, then go down the legal county court route. It will cost a small fee but if the judge agrees with your case you will get your fees back plus a refund from the original retailer ordered by the court.

Unfortunetly in the UK (laws) once you send it off to the manufacturer the manufacturer has a specific time to repair / replace, and plus you lose all your legal rights to a refund.

The best thing to do also would be to write a letter of complaint to BBC watchdog, and to all the computer magazines (ie micro mart, what laptop, etc) regarding ASUS NL, and see if they can be exposed for their poooooooor service, and to see if they can do anything regarding their poooooor service, after all, Asus do advertise in all these magazines, and it should only be fair that their flawed products should be exposed, along with the unsatisfactory customer services.

 

The ASUS Netherlands is really great.
I am living in Germany and as far as I know the RMA's are sent to the Netherlands branch.

I sent them last week on Monday a damaged hard disk and a damaged AC adapter and guess what, today I got the replacement parts already.

Super fast service. I got the new parts back within one week.

 

It seems you might be the exception! I called them today - they've had it a week, not done anything so far, and can't tell me when they'll even start looking at it, let alone when I'll have it back.

 

The team at the NL for asus germany is a different team that deals with the UK. I get put through to the german team when the uk team are not answering their phones and they are as friendly as can be but they cannot help me because they do not have access to the UK files.

I do believe that it is the pure lazyness and incompetance in the office that deals with the UK as it seems that everyone else in the world is great apart from the service to the UK. I bet asus NL do not send their stuff to these people!!

Also it is a completely different department that deals with hardware and non-notebook things.

 

Very interesting. So you are saying that in ASUS NL there are different teams handling different countries? That may indeed explain the differences in service quality that people have experienced (i.e., UK horrible, Luxembourg horrible (Wishmaker), DE excellent, and NL -- experienced by me -- so-so during the interaction but with good solutions in the end).

 

Yes ,

For Germany it seems they have excellent service.
Last year also, I had pickup and return service on my notebook where they replaced the mainboard.
It also came back within 15 days time.

 

15 days is awesome, 15 weeks seems to be the norm in the UK

 

Damn. I had to start legal matters to get my U6 back from Asus NL. The irony, I got a brand new unit but 2 days later my card reader broke .

 

I sent the RMA from Finland. I sent it to them a week ago. I got an email today (before i even got around to calling them due to work, duh) that they've sent my *product* back. It's due to arrive tomorrow by 6 pm, wish me luck..

How often do they send back other broken parts or such ? I doubt they have brand new Gefore Go7700 gfx cards lying around, so they must've swapped one from another G1 (that's at the repair center for whatever reason..) or sent another unit back. Which is most likely a refurbished, old-ish notebook ?

Ill try to get some info out of em.

 

At ASUS NL (at least for NL clients) they get shipments from Taiwan once a week, AFAIK. So I'm pretty sure your exchanged components are new.

I have received a broken component from them once (out of 4 RMAs), they keyboard plate was twisted when it was removed during repairs, and it didn't lock into place anymore. They exchanged that without any comment.

 

Yes well thats not the reason for my doubt, but having so old gfx card is. I doubt they have resources to keep *unused* 1,5 year old components eating up warehouse space or whatever.

 

I have experienced similar thing with my first RMA. The keyboard was twisted, and they forgot to connect the touchpad.
But I did not send it back. I just unscrewed the keyboard straightened it and I also connected the touchpad whose connector lies underneath the keyboard.

 

I was pretty fed up at that time with the battery wear problem on the V6J, so I was not willing to put up with a twisted keyboard

Jaguar, they stock a lot of components for old notebooks. Have to, they have two years warranty. I was able to get new replacement components for my M6BNe, which was EOL in early 2005, a few months ago in April.

 

That is not accurate information, you are sugar coating things and you always find an excuse for them. Sometimes I think you are paid to praise them like that. Being from NL has nothing to do with their shipment. Information like that made me send it to Holland and not Germany or Belgium. L2 said that it can take up to two months for a shipment to arrive. So, if you send your laptop in tomorrow, they will post the order when they need too and not when your laptop arrived. Therefore your laptop can be with them for weeks before they actually ask Taiwan to ship all the parts they need. By the time the boat arrives you give 20 phone calls and they don't know jack about your laptop.

Some people, like you, are just lucky to have the laptop sent and checked very close to the ORDER PARTS from Taiwan window. That is why they praise the proper service. That is why parts are replaced very quickly. People like me, who were not so lucky, have to wait until Asus decides they need to place the shipment. That can be in two days or in a month. I spoke with Asus TW too about my issue and I don't even want to get started again with Asus NL and how my mobo shipping was never scheduled during the timeframe my laptop was with them. Asus TW also sent me a form to file a complaint because things like this are not normal. I will stop here...


My post containts facts I heard from people within Asus NL, TW, UK, and US. Yes, I called all of them...

 

Here are the reasons behind my statement:

During my repairs (summer 2006 to January 2007) three repairs for my under-warranty notebook lasted around two weeks each. These are the facts; it is unlikely that three times out of three I hit upon the lucky window -- but still possible. AFAI remember, I was also informed during calling that they receive Taiwan shipments once a week. (these are not necessarily facts, could be misinformation or incorrect memory)

As I said, it is possible (though unlikely) that I hit the lucky window 3 out of 3. It is also possible I was misinformed, or that I remember incorrectly. It is also possible things changed since 2006/7.

I also quantified my statement with "at least for NL clients" because I knew of your long waiting time, and the long waiting time of people from the UK, which was different from reports from DE and my experience from NL. But I agree that it is unlikely they ship things separately.

I do not try to sugar-coat things or find excuses, I try to be objective (not always with success, of course). I am also not paid by ASUS, my paid job is something quite different from what I do on this forum.

Hope this clarifies things.

BTW, sending to Germany or Belgium may not have helped you, because it seems that Germany also sends notebooks in NL for repairs; and given that this is true for NL, UK, DE, I don't see why they would have a separate repair center in Belgium (although it is possible).

 

Now its time for me to add something about asus...

history: bought v1s-b1 in USA 2007 October

faulty till this day no refund no laptop!!!

so ASUS well wishers should now take a hide , and be quiet

i plan to start a case against ASUS if there are people who want to have joint venture through small claims court and get their monies Owed back,
are welcome to join me. (UK only)

4 repairs (total time spent on repairs, is 3 months!!! ASUS confirmed that they spent 3 months!)

after 3rd laptop looked like it was handled by Hummer driver.

laptop never worked!!! so it was 9 month of dead laptop and ASUS making money on my money?! FFS

also i got a refund promise from them .... its been 3 months of promises only and they have offered me yet another crappy model (but not MONEY!!!) they have there. i had to decline all of them. Including Lamborghini (same motherboard as V1S-B1 so I declined)


And also they give you only 7 days to do so, if your LATE OMG your busted dude they will send you the laptop automatically even if you don’t like it!!! wow! ( they tried this on me 3 times now)

geez ASUS... no comments this company is yet worst I had to deal with (but its just me!! isn’t it? or maybe all who had v1s? or maybe... ok lets not take it there.

the fact is that someone here said id rather spend that money on Lotto, and not buy from asus next time. to be honest i would do the same thing.

hope all will be well for all those others who bought from Asus.

i think ASUS is like the main rule to the market. company that makes planes shouldnt make cars and vice versa.

P.S. life is a lemon and I want my money back!

ASUS facts: ASUS is the company that doesn’t want to give you money back even if it said that it will. ASUS is the company that hates its customers after it got their money
And it will always try to trick you into swap but not money back! Even if it promised money back.

Search line - ASUS refund FAULTY RMA Guarantee -

 

Tyrell,


Goodluck with that. Hope there are other people willing to join you. A few months ago I would have said:' you are just unlucky'. Now, on the other hand, after going through something similar, I can see where you are coming from.

 

Got my hands on my G1 just a while ago, due to work. Was packed neatly and it was my own unit (I can tell). The paper said they repaired it by replacing the main board with a new one. I was hoping this new might support 4 gigs of memory in bios, but it didnt. The bios version is 204. So it's probably (i hope) a new old mobo for G1. Well, on the other hand, i dont mind if its a used one, as long as it works. Could have used some improvements, but im glad I got my working laptop back very fast.

Sigh, well, back to configuring all the zillion things you have to do to a stock Vista to get it's performance up.

e: One thing though, they have managed to remove 2 of the rubber supports from the top left corner. As a result if I press Esc for example, the notebook tilts on even surface. Guess I should contact them as its pretty annoying, but what are the options ? Im not about to send the laptop back right away as I got it. One corner of the cover that's protecting the cpu and fan is kinda crooked, but not sure if it was before i sent it.

 

Thanks wish maker.

If ill start writing all facts and include all emails from ASUS it’s going to look like best seller-paperback.

ill consult with you guys about what cover I should use
iv got one pic that might sute the case.

Message to jaguar : rubber parts (if its UK repair service) are norm to be missing mate. so don't worry if you'll send your laptop again and next time you get it back you'll see some more parts missing such as screws (mostly they nick rubber parts) They are "my precious" items!

At-least this was the case with me and my “UNIT” they “ASUS “ call “UNIT” anything that "makes problems" . as soon as I have released that ASUS going to ruin my college by not repairing or replacing (bad word again must be used sorry )--> "UNIT" I have bought another Laptop from another more respectable among professionals company in order to replace it.

I also use this laptop for correspondence with ASUS!!! if I have not had another laptop I would definitely missed the seven day tricky trick to trick me into another cheap dud.

Replacement (substitute) laptop I have bought runs 7 hours on 8 cell and has no problems AT all!!! I don't have warranty on it AT all! and i didn't pay 2000$ ! and it has very helpful keyboard backlight.

also i must warn some of you about the dangers of another yet not predictable spenditure if you get your unit repaired !!!

If you have your motherboard, HDD, Screen, or anything else replaced under warranty and your running vista! you’ll have to call Microsoft in order to Activate your windows!

there are some free numbers but sometimes thers no landline

3 hours to get my Dodgy non genuine vista to runn again (due to changed body parts ) and for how long 3 days! Then crash…
Total time spent on this is 3 hours total money involved 12 pounds GBR or 25$ and thats on calls only.

and its not my fault that those parts been replaced! Isn’t it?

WOW!

nah im not finished yet hold on ...


now i have counted total emails with support from asus and or connected to it. its 180 emails!!!

umm i guess you can call me fool now...
or some may say im unlucky ...
or ASUS is not serious ?

(yes maybe only in UK)

your best bet with them to annoy the hell out of them ...

if you have time and patience of course. I feel bad for those who couldn’t manage to buy replacement laptop. I have

got another laptop coz for the one i have paid isn’t in my Hands no… no… no… its at asus! they have my money!!! my time!!! my laptop was cosmetically ruined youll ask why would you want it to look good if it doesent work ?,well at least i could use it as a dummy or a stand for a beer or something. if it wasn’t scratched and or did have parts missing after all those UK and NL repairs!

so it doesn’t matter who repairs the Fiat it will never be BMW even if it had the sticker BMW nor it will even be close to TAYOTA ... it will always be Fiat Punto. sorry I just felt telling this to others coz im not as bad as those who keep quiet and think this way theyl get more from company.

and i don't want other hard earners risking their investment. I am not advising against the ASUS at all im saying what i had on my plate when I ordered the dinner , so others may decide.
all grownups here anyway.

 

Tyrell,

180 e-mails? Sounds like marriage . In any case, your post, once again, is spot on. I was told by some guy from Asus NL that I should accept a lower spec U3 as my replacement unit. The guy could not understand why I don't accept. He was shocked, he also said that everybody accepts trades like this. When I told him that I wasn't born yesterday and I don't want anything else than an U6Sg he was all quiet and had nothing to say. Apart from the fact that Asus can't fix your laptop, they love lying to you. As you say, they get your money and forget about you. They kept my laptop for more than a month without doing anything to it. I've never had a more horrible experience in my life. Everytime I use my U6Sg I feel disgust and pay attention to see if something breaks down. There is always a new noise on that laptop. If it is not the HDD clicking noise, it is the optical unit, when empty, making spindown/scratch like noises. If it is not those, it is the card reader that stopped working after 2 days without being used. If none of the above, then it is the 3 cell battery bug that makes your laptop downlock to 900 MHz and by the time Vista boots up, 1/4 of the battery is gone. Bear in mind, I got a brand new U6Sg from Asus.

Regarding the Vista activation, you can back it up and store it someplace safe. Then, on the new laptop, you restore the xml certificate and you will not have problems. This is what I do in order to custom install Vista. I don't use the Asus CD only when I RMA my laptop.