I am VERY dissatisfied with ASUS

I bought a U46E laptop in September, upon receiving the product and going home happily to open it, only to realize the hinges on the screen are broken.

I went back to bestbuy to return/exchange "Sorry, it's physical damage, and you can't add the warranty anymore either."

So I tried contacting ASUS for the next two months about it, they kept denying its a manufacturer failure, despite a bunch of other people having the same issues. They want to replace my screen for $350.00.

That would be all fine and dandy except for one problem?? People that replace it say the screen will break again, apparently due to the poor engineering where there is only strong support at the bottom of the LCD and not on the sides or top which causes it to break within a few weeks of replacing.

So, they refuse to replace, or give me a new model, and best buy refused to take it back THE DAY AFTER. I emailed Best buy corporate and they went all TOS on me and said on the back of the receipt it clearly states "Regardless of the state of a product, we have the right to refuse a return or exchange of any item on a case by case scenario."

Of course they would have this.

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So now, what do I do? I have a laptop where the framing is completely demolished, and I cant replace unless I fork over $350 which is half of the price of the laptop.

I would very much appreciate any help on this, or if anyone knows someone inside ASUS that can help someone out, because honestly, this laptop is for school, it was great specs for the price as I do photography/Graphic Design; now I'm without laptop, in a school that requires a laptop for these classes or you pretty much have to drop. And probably having to fork out another $750 in the next week or so if this cant be resolved.

I have two weeks before a laptop is absolutely mandatory in my classes.
Please help!!

Thank you

 

Sorry to hear this. Whenever I buy an electronic device from those stores, I open up the box in front of the cashier (after paying the price) and test it thoroughly. If something is broken they can't blame me on that.

However if you take the package home and open it up there they will blame you.

Some advise for the future...


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If you bought this with a credit card, I would call them up and see if they will cover it. Usually, they require a letter with a written explanation of what happened and then they make a decision. It has worked for me and is definitely worth trying. My credit card credited me back the money before they checked into it, saying that if they decided against me, they would put the charge back on the card. They decided for me.

 

Ah yeah unfortunately Asus is not the company they used to be. While the quality of most of their products is still decent their customer service is ATROCIOUS.

You can try filing a complaint on the BBB (where they have an F rating) but generally they seem to ignore those, apparently they do resolve some of them on there.

 

Thanks for the responses, I'll probably try getting my money back through my CC...if they don't refund, then I suppose ASUS won...never again ASUS never again.

 

Try contacting Trinity Sparks from Asus. She tends to go above and beyond for issues like these. I believe her # is 510-739-3777 (found it through a google search).

Cheers.

Alternatively, you can try contacting Gary from the NBR forums ...he works for Asus too. Good luck.

I'm having the same issue as you. Bought a laptop from Staples and it came with a defective power adapter and Asus wants me to send the laptop to the depot along with the adapter which will probably take weeks ...(Staples is acting like your Best Buy).

I gave Asus a second chance, but after experiencing this, I'm pretty sure this will be my last Asus laptop.

 

Best Buy has quite a terrible reputation for refusing refunds or replacements when merchandise is very obviously defective right out of the box. There's even the famous anecdote where an unhappy customer brought home an external hard drive, opened the box and only found a bag of dried lentils - and Best Buy supposedly refused to refund the buyers money. Personally, I'm very reluctant to ever make a big ticket purchase at Best Buy. I've even been advised by a uniformed Best Buy employee that I'd be better off buying an Asus computer from Newegg, which shocked me at the time.

In hindsight, you are always better off pursuing a refund from a B&M retailer when a computer is obviously defective out of the box. If the retailer denies you a refund, you should immediately take the matter up with the your credit card company and contest the charge. It's important to contest the charge before your next bill arrives.

However, if the actually transaction was back during September of 2011, you now have a warranty matter. If the hinges were broken when you opened the box, that is most certainly a covered repair. If it was broken inside the box, you most certainly didn't break it and it's up to the manufacturer to fix it.

Best Buy should have refunded your money or replaced your U46E back in September, that much is clear. But that's the past. If I were you, I'd leave an earnest review at the Best Buy webside for your U46E, then I'd go to Reseller Ratings and recount the entire story there. Yes, it matters. To takethe issue a step further, I'd also suggest posting pictures of the broken hinges on this website, and if you're still feeling steamed, do a video review on Youtube, making sure to post "Best Buy" and specific Asus model in the title.

I know it's easy to get frustrated with notebook manufacturers, but I'd advise you to keep on contacting Asus, both by phone and email. Use any possible contacts, but just keep up the effort. Just remember, based on your story, you are owed a repaired and fully functional notebook - zero money out of pocket! You shouldn't have to pay anyone $350 to repair a notebook that is still under warranty and was damaged when you bought it.

I agree with you 100%

Perhaps this is also why you see so many amateur unboxing videos on Youtube?

 

This actually sounds more like a Best Buy problem/failure. (Not that Asus has been stellar, but it was the retailer that should have handled a damaged or defective product issue.) They have a two week return policy, to the best of my knowledge.

I think the credit card company can help you, but the focus should be on getting compensation from Best Buy, since that's where the transaction occurred.

You should be aware that Asus purchases from certain retailers, including Best Buy, do not include the Asus "added-value" warranty features. I suspect this is by agreement between Asus and those retailers, since they the ones who like to sell their own aftermarket warranties.

 

isn't the hinge a separate piece from the lcd screen itself?

so they want $350 to fix the chassis ?

 

i can attest to this.
i have a ul50vt that the plastic hinge cover broke.
asus customer rep tried to scare me of getting it fix, saying i broke it intentionally, that iw ont be covered by warranty, that is is self inflected, that i'd have to pay $500 to have it fix (ok, $500 is exaggerating) but you got idea.

their customer service has gone down the crapper like the economy,
they will try to find ways not to honor their ACCIDENTAL DAMAGE WARRANTY (ADW) .

from now on am going with sager.

 

<--- still using recalled Sandy Bridge motherboard and laptop.

I made the mistake of believing Asus' press release that they would take care of their customers so rather than cancel what were pending orders at the time I let them go through thinking it would be all good. Had I known what an uncaring company they had become I never would have even ordered Asus brand in the first place, they had been my go-to company since my P2B!!!

They screw themselves though. I've put together 3 other systems since then all of which would have had Asus motherboards, none of which did. Some companies just don't understand the trickle down effect one bad incidence of customer service can have.

 

I you have bought it at bestbuy have you opened at the shop before going? Have you check if everything is ok with the laptop?

 

I've been saying this for quite some time. Forget BB and file a complaint with your local consumer affairs division of the attorney general's office in your state if you're in the US. Better results.

 

Hard to say if BB or even your credit card company will help you now. Its been 5 months now. I hope it all works out for you though.