Asus being a pain about warranty coverage!

GPU died 2 weeks back so I rang asus on Monday the 3rd to find out when warranty expires was told warranty runs out at the end of that day. I was assured therefore that any RMA would be covered by the warranty so long as it was sorted that day. Filled in form and it got accepted that same day, laptop picked up, checked out and now I get bill from Anovo the qualified asus repair centre for UK for £278 !!

How totally ridiculous they surely can't mess me about on this. I rang asus customer support and they said they would look deeper into this matter and email me about it because "I rang on the final day of warranty coverage".

Faceless corporations eh happy to take money but to give money back you have to twist their arm until it comes off!

 

Well there is a chance that some people there at asus got confused also since your laptop expired that day and was delivered to asus a few days after. Although it should be in there system that you had just made the warranty date..People don't care, you have to hassle them yourself.

 

Well, you just gotta understand its going to be a little expected to have that confusion between departments like that because of how close you cut your warranty. It may take a little bit of extra work, just to make sure they understand they promised you coverage and they are obligated to cover you, and they shouldn't give you too many problems. Thats to be expected from pretty much every company where the line is very close like this, but just keep up with it for a day or so and you'll get hooked up.

I've seen Geek Squad do the same thing, which is where a lot of the complaints about their protection plans come from. I've heard of very very rare situations where one TV had a tube behind the screen blow and it cracked the screen from the inside, leaving the outer screen intact. Pretty much any professional would have safely assumed that the TV was dropped or had some sort of physical shock, and they originally told the guy that they wouldn't cover it, even though he didn't drop it. It took a little pushing but eventually he did get the replacement he was entitled to.

A situation like that is almost impossible to differentiate and judge because if they were in fact lenient about it, they would have many people that take advantage of the service and it would bankrupt it, and then there wouldn't be such thing as protection plans because they would be so expensive. Just understand where they are coming from, let them know you know that, and stay patient for a couple days and you'll definitely come out positive.

 

I agree with all you are saying was just a little grating that in the letter I received they couldn't even be bothered to include what was broken only interested in how much I had to pay and how to pay for it lol. Had to ask support representative to get that information so I knew for sure. Besides could have replaced the card for half the figure they quoted me.

Patience is a virtue I lack so I shall wait as best I can

 

That is kinda messed up that they would just hand you a bill...I would at least like to know what exactly was wrong with it to know what I was paying for, if I had to pay...not everyone tries to screw you in that regard, but some places definitely do(especially mechanics, which is why I do ALL my own autowork...)

The other thing, is that if they do find more than one thing has issues, they are required to repair all the issues, they can't only fix one issue. They may be completely unrelated, but the possibility that they are is there, and if they fix one issue and not the other they put themselves at risk.

Keep us updated and let us know how service continues going. I opted for a warranty with Best Buy I was familiar with and was comfortable with, but I'm curious to see how Asus's standard warranty compares to it.

 

They should have told you the problem & cost before fixing it and charging you.

The warranty thing is iffy, I mean your warranty ran out on that day..... Meaning it was over, plus I am guessing it was one of those defective nvidia cards that they have already spent thousands of dollars replacing on behalf of nviida because nvidia never took responsibility for it and put it on the hands of there partners.

Its a lot easier for Asus to soak up the bill than you since they are a big company and your an individual, but at the same time no company like to just get screwed over. Having somebody claim device failure on the last day of there warranty would be one of those things that kinda grits your teeth.

I wouldnt make a big deal of it yet, see if they will work with you and start making some calls. Asus has always been one of the best no questions asked people when it comes to warranty and they also offer one of the best warranties so I think a post to bash them is uncalled for since you had a stroke of bad luck and are in a irregular situation.

 

This reminds me of when my GameCube broke. My buddies and I were partying hard on the cube and a piece of a Pringle got sucked into the fan and bricked it. We all went "aww" and immediately switched over to the XBox and played Halo all night.

My GameCube was about a week outside of the warranty and I took it to an authorized Nintendo repair shop downtown. I played stupid and just told them my cube was playing just fine and broke all of a sudden. I put on my sad face and they gave pity on me and extended my warranty by another month.

My point is the same as what the others above me have said. Talk with Asus and work it out with them. Get them to call their higher offices so you can get coverage on your notebook.

 

Well I just received an email asking for me to take photographs of receipts proving ownership and then to send them so I have. Hopefully this will be resolved. To make things a little more complicated I bought the machine off another notebookreview forum user so the receipts are his. Don't know what to expect now

 

Anyone thinks the quality of ASUS service has gone down lately?

 

No. 10char

 

I have a problem I received an email from asus support

"Unfortunately I don’t have good news for you.

After investigation it was discovered that your model cannot be done under warranty as it is an OEM, this means it is a self build unit.

Self build units are not covered by warranty; therefore we cannot change the quotation you have received"

This is surely rubbish! How do I respond?? I am utterly stunned that they can be this disgusting. I know of many people of this very forum that had same problem with their C90S and had their card replaced. How is the C90P any different!!
Please can someone help

 

Hmm.....try contacting someone higher up on the corporate ladder? It'd probably be easier to do this over the phone. Just keep on asking for a manager or supervisor and be prepared to yell and rant.

 

Yelling and ranting probably won't get me anywhere. So I shall simply wait and continue to protest. Eventually the repair center will complain that nobody is paying them for the brick sitting in their shop and I ain't paying so asus will have to!
Phone complaint and email complaint made
Bring on Monday... Will try the supervisor/ manager trick then

I feel that if I had the problem a week earlier and contacted them then my machine would be repaired by now. What is the point of a warranty when you then decide to pick and chose which models are covered, asus support is filled with such a bunch of lying twats.

 

What exactly does it mean by "self build"? Did you build the laptop yourself...?

 

I believe the C90P is a barebones laptop. You only get the chasis, motherboard, GPU, and fans so you get to put in your own CPU, Harddrive, RAM, etc.... (correct me if I'm wrong)

 

ah, sounds like a bunch of bull to me, considering its still their hardware that went bad...I would definitely argue that as much as I could.

Is there really something that says those dont have any warranty coverage?

 

Actually, the GPU has to be put in by yourself too......

There are some C90p systems that are prebuilt though

 

Well the RAM I bought for the laptop and I stuck in the SSD and CPU from my C90S but the GPU was the one of the things that came with it along with the wireless card, dvd drive etc

So yeah it was their hardware that went wrong and it is their warranty. What is the point of having a warranty on something when they decide to withdraw your model when you happen to need to fall back on that warranty. Ridiculous, oh well I have chatted to the seller on here and he seems confident that he can help sort out the issue with asus so fingers crossed on this one...

 

Any updates on this? I'm curious to see if it all worked out, hopefully...

 

Going to have to wait on this one. Warranty is being updated so hopefully will be able to resolve asus by Tuesday...

 

Good luck, dude!

 

Yay yay yay! Got email from asus today telling me that repairs will now go ahead under warranty. It only took half a dozen phone calls, a dozen emails and 3 service reps and of course a month...

 

Well, good thing everything turned out okay. Just shows you what a little bit of persistence will do for you.

 

Indeed. It should be persistence rather than patience is a virtue! So glad they are repairing it now. I knew I was entitled it but it seems I embarressed the last sevice rep I spoke to enough that he decided to sort my shambles of a RMA out.