Thank you Asus !!!

I just wanted to let all of you know how bad and misleading Asus RMA process is. See below the exact word from their online Support on my case :

>> Your notebook does have international warranty which means the center in that region should be able to service the notebook for you, But you can also have it sent to us in the united states for servicing you would need to provide a USA address as the return address for the notebook after servicing. Your notebook also qualifies for ADP accidental damage protection which covers any physicals damage such as a broken screen for one time only so that would cover the repair of the screen

It's a Taichi 31 I bought last Xmas. The outer screen cracked when I was traveling and it was stored on a notebook backpack that I have uses repeatedly with other notebook albeit no outer screen. Since I'm based overseas, I'm sending it in to US after the online support convince me that it will be FOC based on my understanding of their statement above. I spend $100 just to have it couriered to their RMA center from where I'm based.

Today I contacted their online RMA since I couldnt locate my RMA on their online check and now they wanted to charge me for the replacement screen ?!! Their reasoning is that its a physical damage and its not covered on their warranty. I told them that I have the proof that it will be FOC. The support rep simply replied that I can dispute the charges when they send me the quote.

See for yourself how unscrupulous Asus business practice. If they still insist to charge me then THIS WILL BE THE LAST TIME I BUY ANYTHING FROM ASUS.

Please let me know your thoughts.....

 

received email from them. they want $460 for the repair !! There's a note saying as follows :

**Your unit qualifies for the Accidental Damage Protection (ADP) program. This program can be utilized one-time during the 1st year of purchase. To read more on this program please visit http://service.asus.com, Select Service Programs, and ADP Notebook.

If you would like to utilize ADP for this repair, please reply back to this invoice confirming you would like to utilize this one time offer OR you can preserve the use of ADP for a later time within first year of purchase and pay for repairs.

I have disputed it and stated that I would like to utilize the ADP. Lets see their reply. I'm not putting my hopes high though.....

 

And its quite surprising that after 90 over views, no one actually commented on anything. Not that I wanted sympathy or anything but I wanted a feedback if anyone ever into my situation and how its being resolved.

 

So your screen didn't break by itself didn't it ?

It's a physical damage that caused it to be broken. And it's your fault wether you like it or not if the screen cracked.

If it is indeed stated that you can use your ADP once, they're not going to do it by themselves...so let's see how it goes.

My old ASUS G73 had a GPU problem, it was fixed by Asus in 2 weeks no charges (within the warranty period of course), i spent 14 Euros for the delivery to the RMA service center in France....maybe in the USA 100 USD for a delivery is normal or you took the ultra deluxe express delivery + insurance.


Do you think that other brands like MSI, Apple would repair a "physically" broken screen with no extra charges ?

 

I would assume this is covered under the ADP? If so, then it should't cost you anything.

If not, then it's the same thing as any other laptop that's been damaged - your problem, unfortunately.

 

if they are letting you use the ADP, I don't get what you are upset about? could you explain some more?

 

its the inconsistency of the statement from the first and second service advisor. I have no problems if Asus said its my fault and would not bear the cost of repair but at least tell me in advance. The first service advisor told me it will be covered with ADP, this triggered me in sending in the notebook for servicing and spend the 100. I wouldnt spend it if it is not covered and will keep using it even it will be just like another regular notebook.

Now, it could be that the second service advisor have no idea what she is talking about and just another under qualified, incapable person in the wrong position. The reply came yesterday, the invoice for the RMA became invalid. I certainly hope its a good sign.

 

well good luck

 

Pretty sure it's a misunderstanding , don't judge the whole brand too soon !!!

 

Certainly....like I mentioned on my first post, this will be my last time to buy Asus if they REFUSED to waive the charges, under ADP or whatever their representative have promised me on the initial contact with them

 

Yea I mean almost no manufacturers warranties will include accidental damage coverage you have to pay extra for it. If they don't offer you the coverage that's pretty standard for any company. If they do they are doing you a big favor.

 

Its not about favor. it's their policy of ADP. But whether they will stick to it, that is the question to be answered. If they do then I'm more than happy to retract my statement

 

ASUS advertised ADP coverage for the first year so you may need to show proof of purchase to prove that your unit is still within its first warranty year.

 

yes and i furnished them already. their adp is only for certain model though

 

If you are still under ADP then they are legally obligated to provide the service to you at no charge. They aren't doing you any favours, they advertised this as an extra warranty, so they have to provide it. If necessary file a complaint against them with the BBB. OR speak to a rep on their facebook or wherever on social media if they have one.

 

just an update. i hv received back the notebook. all in good shape like new. and i believe i owe an apology to asus. one glitch is that their misrepresentation by the call center person on my second attempt, other than that they live up to their reputation.

 

Forbigger, thats great news

Asus can mess up, but if you are persistent and patient they come through eventually.

Maybe change the Title of the post to "Thank you Asus!!"

 

Is there a way to change the title? I don't mind at all

 

Thread title changed.