Need Advice on Uber Refund/Replacement Time

Not sure if this belongs in the owners lounge but here goes. (Long Story)

I was a previous owner of the G1S. Like most mine burned out but thankfully was still under warranty. I gave it in to asus here in Dubai and was told later that they do not have the necessary parts to repair it. I was still in Uni in UK at the time so I left for term thinking it would be ready by the time I returned next holiday. That was April 2009....

Came back late for summer holidays (August) and still no new parts. They gave me two choices: a refund or a G51 as a replacement I chose the G51 obviously since it was an amazing deal. I was told to wait though since they had not received any stock yet but they estimated early September latest. September came and went with promises of 'next week...maybe'. October I left to finish up my degree but managed to work my way to the service manager for the Middle East before I left and arrange to stay in contact through email.

During this time I tried to arrange a transfer of my RMA to UK since they had the G60 in stock. The reply from the service manager basically said there was too much bureaucracy involved and that there was still no news on the G51 units. However there were some G50 units in Saudi.

While I appreciated the effort, by this time, 6 months had already passed since I had first handed in my G1S and I really didn't want to settle for an inferior model after waiting so long. I politely replied as much saying I would hold out for the G51.

Which brings us to the final chapter in my story. I've been back since December, whereupon I was told that asus headquarters had decided not to supply them with G51 units and that the G50 was the best that they could do. I informed them if that was the case I would rather have my refund now. Once again I was told to wait so that it could be authorized through the proper channels and the 'next week' dance began again. Through the many phone calls along the way I was able to understand that in fact what he was trying to do was sell the G50 at retail in order to cover some of the cost of my refund.

Now I understand that technically he had found me a higher specification upgrade so I allowed this to go on for a while but it is now only a month or so until one year since I gave my laptop in which I think is fair enough. He is more and more becoming impossible to get in touch with and day before yesterday I went in to say enough is enough. Him and the other manager were away in Egypt so I told the other people in the office to get in contact with him and that if I do not receive an email in two day I'm going to have to get in touch with asus headquarters and actually start making a fuss.

Now saying that, I'm aware their headquarters is in Taiwan which will probably make things very difficult. So before I begin my crusade which, to be honest, I don't have much faith will succeed, does anyone have any advice for me? Or even a predominantly english speaking office which would be better to complain to?

Sorry for the essay, but I felt it necessary to explain the whole story for a fair view. Appreciate anyone who makes it through all this text and replies.

 

If I read that correctly, you've been without your laptop since April 2009?

That's insane, write a letter to the head office explaining everything. You can also try the BBB. Don't know what more you can do than that.
You could also call em up really angry and talk to a supervisor...

Worse comes to worse you could probably file a lawsuit...they've have your computer for a year, that's just insane.

 

You're recommending Better Business Bureau when he's in Dubai ?? You do know where that is, right?

BBB is a US entity, sorry .

 

i wish we as consumers would have better protection against this kind of treatment by manufacturers.

 

Yeah pretty sure theres no organisation like that over here merc although I'll have a look .

So far just sent an email to Taiwans support website and an angry email to the Service Manager.

Either way thanks for the replies so far.

 

Last bump before I let this (along with most of my hope) die.

Anyone think any of the other regions would be able to help me?

 

You're lucky. When my G71 broke, they said that a refund wasn't covered by my warranty. I honestly would take the refund and take your business elsewhere. Asus needs to learn that if they treat their customers badly, the customers won't buy from them anymore.

 

Personally I would have taken the G50...

 

ziddy123 - By the time they offered it to me the refund was worth more than the G50. Plus to be petty, they did promise me a G51 OR a refund at first so my options should still be open even though the G51 fell through.

ynobody - Been trying to get my hands on that refund since beginning of December I think it was. So its not for lack of effort .To be honest I wouldve taken the G50 if they had offered it at first but they offered the refund OR the G51 at first if I waited. After the first 3 months passed the G50 was already off the table for me.

I'll let you guys know if I hear from Taiwan or here.