ASUS
Reviews and Complaints

I bought a brand new asus laptop and my sound drivers don't work. i've spent hours trying to get them going and can't. I just spent another half hour on the websites trying to get a legitimate phone number and not a scam site only to find that there is no support on the weekends. the only thing I plan to do with this laptop now is return it and buy another brand. support sucks big time. it should be 24/7 for the amount of money I paid for this thing. plus it should have came in perfect working condition.

They are not honouring the warranty and want money for screen change. They says its expensive and can not be replaced. Service engineer says its internal damage but in his report, he submits physical damage, its pure cheating and not fair to treat like this

Customer Name : Ajit Pandey
Customer Contact No : [protected]/ [protected]
Address : 117-suncity bussiness tower golf course road sector-54 above maruti showroom, gurgaon (122002)
Pincode :
Unit Serial No : DBN0CV461167472

I had a "level 3" customer support manager from asus who had no interest in learning about my disappointing customer service experience. he did a half-hearted attempt to resolve my situation... when he got to the point many of the earlier representatives found themselves in (does the product I bought work on macs) he said I needed mac os x. I had this operating system and said he had to tell me the exact version #, like 10.11.6 version. I asked him what exact version number do I need... the next thing I new, he transferred me into an automatic survey system.

This from a customer service manager? I literally spent 4 hours over the course of the day dealing with scores of asus customer service personnel who could not help me or provided me with contradictory answers, or, like this manager, simply did not have answers to basic questions. I have no idea who sees or reads these things but asus is a horrible customer orientated company.

Buyers beware of asus warranty fulfillment and asus support.

I bought that router in the us and brought it with me to israel.
It failed following a firmware upgrade and would not operate.

The entire support I received from both the us support and the israeli support dept. amounted to the same 2 sentences of scripted instructions which did nothing to repair the unit. after this meager technical support the support person told me that he exhausted his knowledge and I have to ship the unit for service to the us.
Then they also refused to issue an rma for the unit unless I dispatch the unit back to the us at my own expense and provide a us address for them to ship back had they repaired it.

This, in clear violation of asus warranty for wireless devices which does not restrict the support to any single country and makes no mention of the demand to have it back in the country of purchase for service.

I will add here that it is well documented on the internet that asus's routers often fail and brick upon firmware upgrade (google it).

After much toil I managed to repair that router myself, no thanks to the
Meager and deficient technical support I received from both the israeli and the us asus technical support. shame on them.
I have with me a full record of my interaction with asus in this regard, should anybody there would bother to get interested.

Mati bloch
Bloch. [protected]@gmail.com
Tel aviv
Israel

Concerning a ZenFone 2 purchased from Amazon:
I purchased from Amazon on 5 July, 2015. Roughly 9 months later, the lower 2/3 of the screen started flickering and eventually was either blacked out or streaked with rendering "noise". I spent an hour in a chat session 3/11/2016 where I was given an RMA under their ASUS ZenFone 2 Advanced Replacement program. Rather worrisome that they have a specific program for this device, but OK...They charged $25 to send me a refurbished unit and I had 2 weeks to return my faulty one. Got my replacement on 3/18/2016. SIM1 read phone number, but no signal. SIM2 works fine, but doesn't support data. Spent 4 days working with my carrier to ensure things were correct on their end as I couldn't fathom my "tested & refurbished" replacement had an issue. I finally had the opportunity to swap SIM cards around with another phone. NOT a carrier issue, my replacement device I paid $25 for under warranty has a faulty SIM1 slot.

On [protected] I start the next round of customer support "fun". I finally get my case escalated and on [protected] get an email offering "AWT(Advanced With Tracking) RMA" which is basically a cross shipping deal. I replied to that 2 hours after it was received requesting to move forward with the process. 3 days later, I emailed looking for an update. 4-2-2016 I initiated another chat session as I hadn't gotten a response to the 2 follow up emails regarding the magical AWT RMA. Spent an hour rehashing the situation, was told it would be handled and to expect an email within 48 business hours.

4-5-2016 I finally get the AWT RMA from the person that offered it on [protected] days after I replied). Included instructions informed me "Replacement unit will be reserved for 2 business days. Please be sure that your package is shipped within that time frame; otherwise ASUS is unable to guarantee replacement availability to fulfill your x-ship request." So after waiting almost 2 weeks, I now have 2 days to provide a tracking # or it may become a normal RMA. Also, I'm told that I "Must notify Customer Service by Phone to notify CSR team that you have shipped your unit by providing courier and tracking information." They fail to include a phone number with these instructions. 15 minutes in another chat session to track one down. I also get to pay to ship it to them.

4-7-2016 I send the unit back to ASUS and contact them to provide tracking information so they can release my 2nd replacement. I throw a negative review up on Amazon to warn folks what they may expect. Frank from Customer Loyalty replies offering to follow up & provide further info if I email him directly. I do so 4-8-2016 (a Friday). Frank replies and tells me the unit will be shipped that day or the following Monday.

[protected] (the next Tuesday) I email Frank again and ask what's going on since Monday has passed and I have no info. FedEx has at this point delivered my faulty replacement to the service center. Kind of negates the whole cross shipping theory if ASUS hasn't even shipped yet. The response a couple hours later from Frank is "We apologize for the delay. Based on our records it has not been processed yet. We will notify the repair center as this one should have shipped already because a replacement unit was actually reserved for your RMA. It should ship by tomorrow with expedite overnight shipping."

[protected] I email pointing out that "tomorrow" has passed and I still have no info.

So, more than 3 weeks after starting my 2nd warranty request (on a refurbished unit fresh from ASUS remember), I'm now $37 total out of pocket. I still have no working device. Bad form ASUS, just bad form.

Dear Sir, I have purchased new Asus X553MA - BING-SX526B NOTEBOOK on dated 29th December 2015 from Asus Dealer Lapcom Peripherals Pvt Ltd, 105 Pragati House, 47-48 Nehru Place, New Delhi - 110019, India, i just started using this notebook day before and found wifi is not working. Contacted dealer Lapcom on 2nd January 2016, then concern person said he can't do anything in this regard and you need to contact customer care regarding the same for support. when i called customer care for support and provide product details and serial number then guy SUBODH PANDEY said warranty of this product is already expired and product already been repaired by Asus service centre between 7th September 2015 to 23rd September 2015. So this is clear cut case of cheating by ASUS and team, this is really frustrating experience with ASUS product that they are selling use warranty expired product to customer as new product. Kindly look into the same and let me know your thoughts on the same accordingly I will going to take my legal action against Asus and team. Case id for this complain is A160103892 Please find below this old details regarding same serial number provided by Asus customer care: RMA no. ing2590335 Warranty – start date: 23 dec 2014 – 22nd December 2015 Notebook repaired by Asus Service centre – fone info solution, Nehru place, 7th September 2015, 23rd September 2015 Awaiting for your response. Regards, Roshad Ul Haque 00-91-[protected] [protected]@gmail.com

My friends called me and asked me to come over and take a look at his new laptops. he told that it was his second laptop, because first wasn't working. the first one was not working so he brought it back to the store and was given a new one in replacement. we plugged it in and pushed the start button, but nothing happened. we decide to take it back to the store and get his money back. they took the laptop and told that it's probably our fault. they said that this kind of thing happened because we didn't use a surge protector. I thought that they were joking. there were 3 more customers that day with the same laptop and they had the same problems. one man told that his laptop was working and everything seemed fine, but then it started to burn. we all wanted our money back, but were rejected. my friend wrote a couple of letters to the asus company and finally got his money back. and I must say that he is a lucky man. but I highly recommend not to buy this company's products.

Worst service at regenersis (india) private limited asus service center at begumpet... the lady who is sitting on chair at reception behaves like she was the owner of the company... and not responding customers properly and when we call to the given numbers they are not lifting the calls... I don't know how asus blindly will attach this projects to this worst partners... at the service center no one is responsive and they didn't do their work properly, asus need to take care on this issues, and also they will not solve the issue at single time, customer need to rome every time and they were taking too much time to resolve issues... they were given phone number [protected], which is used for contact purpose, if customer contacted to this number they will not respond below I am providing service center details: regenersis (india) private limited www.asus.com/in/support/service-center/india shop no. 4, 1-8-303/34/1, mayfair building, sp road, secunderabad, telangana [protected].

I bought a x552l laptop on 12/29/14 at best buy. I started having issues soon after. the mouse touchpad works inconsistently. it stopped scrolling and then stopped working altogether unless I restart the computer. the keyboard doesn't register all of my keystrokes. my screen randomly alters the color distillation for a few seconds at a time. it drops off the network no matter what network i'm on, and even though my phone and ipad don't have a problem. I can't watch two dvds in a row without restarting my computer. I have called asus a total of ten times and my issue still isn't resolved. they had me go to best buy 3 times, and each time best buy told me that there was nothing that they could do because asus needed to replace it. on my third call to asus on 10/6/15, the rep had no idea what he was talking about. when I disagreed with him, he started talking very slowly like he was talking to a child. now that I have a little more than a month left on my warranty they finally agree that I should send my laptop to them to be fixed. when I asked if they could send me a shipping label, she acted as though I was asking for the sun and the moon. I lost my job last year, am living in a homeless shelter and don't have $20-$30 to spend on shipping a defective laptop to them. after some time, she very reluctantly agreed to send me a rma. she made it very clear that she was doing it out of the goodness of her heart, and not because asus does this on a regular basis, and they wouldn't be able to do that in the future. I made it to the library, paid to print the papers she sent me and took everything to fedex. fedex told me that I needed a shipping label. I called asus on 11/17/15 to speak to a supervisor. I was told that they couldn't transfer calls because the system was down, but a supervisor would call me in 10-15 minutes. I called back 30 minutes later. I was then told that I would get a call back in 1-3 hours. I waited 25 hours until I called them back on 11/18/15. I had to call them three times because their system kicked me to their automated survey and then would hangup on me. the last time I called them, the rep refused to speak to a supervisor. when he told me that the system was down, and a supervisor would have to call me, I told him that I would wait. after he put me on hold to go talk to someone, he came back to tell me that there were no supervisors on the call floor because they were all in a meeting. I told him that I could wait. he made it clear that I couldn't. when I asked when they would be out of the meeting so I could call back, he accused me of calling him a liar. I finally got a call back a couple of hours later. not because I was getting my promised return call from a supervisor, but because I rated them poorly on the automated survey and they wanted to know why. I explained everything that had happened and that I needed a replacement. he told me that I would need to send it in before they could do anything for me. I told him that my concern was that they would "fix it," send it back and it'd stop working after my warranty expired. he let me know that if I send the computer in during the last month of the warranty (i'd have to wait another 11 days), the repair would be covered for three months. there was no guarantee that the problem would be fixed. only that the repair was covered. asus hasn't shown any compassion or willingness to help me. this is more than just another customer complaint, although it is that. I am too sick to work. I don't have family that can help me. I live in a homeless shelter, but could be out on the street any day. after that, I can't even live in my car because it's broken and I have to sell it for parts. my only option at this point is to go to school online. I can't do that without a computer. I am not asking for money. I am not asking for anyone to go above and beyond. I am asking for assurance that I won't get screwed over and my computer will be fixed.

I purchased a few years ago an expensive laptop n71jq. I have had to have in in for repair 4 times for the same reason as the motherboard needed to be replaced. each time the mother board cost 140.00 plus tax, labor, and shipping costs. on february 4, 2015 I had this repaired on rma# caa1513204 the total cost including parts, labor, shipping and tax was $250.86. on september 11, 2015 I was quoted for the same repair on rma# caa1583271. the total cost for parts, labor, shipping and tax was $745.50. I tried many attempts for answers why after 6 months it would be so much more. I was told the following; new quoting tool new quoting tool the exchange rate new flat rate quoting tool. none of these are reasonable. not even truthful ie: exchange rates. I would never recommend this company with these types of unethical business practices. I told them to return it to me un-repaired at their expense as this is outrageous costs 6 months later. I now have a laptop I cannot use. as there seems to be nothing I can do, nor will the company repair for the same reasonable costs as 6 months ago. this leaves me with no choice but to exercise my freedom of expression so others can be aware in advance of how this companies unethical practices will leave you without a product also. if anyone that can help needs further proof, I have invoices, quotes, and email documentation. spread the word of how bad asus is.

I bought a laptope named asus x551c intel celeron 1007u 1.50 4gb memory for aed 849.00 the item delivered to me on 25 aug 2015. I open & check the box after the delivery guy gone from here. but ther was no charger in it. then we called awoke center for informing that. we try to switch on that laptope with another charger but cannot. then we put it for charging for 4 hours. it shows laptop charging. after that again we try to switch on. but till now its not switch on. after that I called awoke center about the missing of charger. but till now I dont get the charger and also this laptope is not working. so iwant to replace another good one or cash back..
Give me your reply very fast.

Respected sir/madam
I bought an asus zenfone 2 on 06-05-2015 (may 6 2015. with this purchase I have lost all the faith in your service.
My phone was having several issues like
1) recurrent reboot on its own
2) touch screen becoming unresponsive many a times, I couldn't even attend many of my calls as the phone would become unresponsive while my phone is ringing.
and my camera was having a slight glitch while taking photos.
So I went to asus support centre they just reset the camera settings and told me that the phone must be getting hanged because of the inability of the phone to handle new updates to the firmware, he told me to reset it and if any problem persists then get back to the service centre.
I did a factory reset and after that the phone was working good for couple of weeks, then the problems started to resurface,
1) phone started getting hanged frequently and I couldn’t attend many of my calls as the phone becomes unresponsive.
2) and if I could attend a call the phone will freeze once I disconnect that call.
3) the frequent automatic reboots also started while taking photos

So again I did a factory reset and the phone was again fine for some time then the problems started to appear again, one day my phone was not turning on after it got switched off due to low battery so I plugged it in and it was not getting charged. then I decided enough is enough I will go to the service centre again

I went to the service centre again and told them about these problems,

- they examined the phone right in front of me and they told me that it will take some time to repair it completely and

- it will be covered under warranty and I won’t have to pay anything.

- after examining my phone they gave me a printout mentioning that the diagnosis description as `no power’.

- he examined the phone in front of me, wrote this on the printed form and signed and told me that they will call me back once the repair is done.

- I called them at least 3-4 times during the last one week and they told me that it will take some times for the parts to arrive, I was informed they ordered for motherboard and since it’s a costly thing I asked them will it be covered in warranty, they assured me that it is covered under warranty and I won’t have to pay a penny.

- the phone was submitted for repair on 17/08/2015 and after one week and one day on 25/08/2015 they called me and said that somehow water has entered the phone and so they can’t give warranty. I was dumbstruck to hear this

- they opened and examined the phone in front of me and at that time there was not even a trace of water damage, and they assured me since my phone is well under warranty I won’t be charged anything. the phone was in their custody for the last one week and right now they are claiming that because of entry of water warranty can’t be given.

- I went to the service centre today and the guy at the service centre opened and showed me, the inside of the phone was splashed with water, it was not like this when they opened the phone in front of me at the time of submission, then the guy started arguing that he didn’t open the phone at that time and kept on blabbering, I was taken aback by the highly intimidating way he was responding. I just ran away from there and now I am writing this letter to bring these incidents to your kind attention. please look into the matter as soon as possible and do the needful

- I don’t know what they have done to my phone in last one week, I am sure about one thing the phone never came in contact with water when it was in my custody and they made that sure by examining the phone right in front of me when I gave the phone for repair.

Respected sir,

DATE-16/8/2015
Two days back, the camera of my Zenfone 5 stopped working. It says " CAMERA NOT FOUND ". I tried using other camera apps, but none of them works. Even tried rebooting and resetting my phone.

I purchased the phone 6 months back through flipkart and thus dont have any warrant card.
I hope this mail would be looked into and I might possibly get my phone replaced.

I had bought asus zenfone 6 worth rs 16999/- in july 2014. there started arising several problems after 2 3 months.

First time when I visited the service center, they just did formatting and gave it back to me as the problem with its 'gallery not responding' was corrected. but touch problem remained as-it-is which I got to know within 2 3 days of using it.

Then, after a month it started showing "no sim" problem due to which I again approached the service centre submitted it.

The problem with touch still persisted. moreover, after one month, the sim problem again popped up which in turn forced me to visit the customer care center. this time it took a week to get it done.

Now, i'm having the problem with its speakers sound, mic (my voice is not audible to the other end of the call) along with the problem of touch (which is there since the beginning).

The warranty is about to end next month. I visited the service center to get it fixed before the warranty ends. I asked them to replace the set altogether as it has been rankling me persistently since I bought the handset. but they said that they do not have any provision of replacement. however after the prolonged query they gave me a email address and asked to mail my problem and wait for response.
So I mailed and they responded as 'we have a replacement policy of 7 working days from the date of purchase for any mfg. defect and post this a repair warranty'

Am I as a customer is supposed to run from pillar to post to get my handset repaired? the handset has proved to be of such a sub-standard quality that it has refused to work properly despite its being given for repair so many times within its warranty period. what sort of "customer-care" they are providing when in fact I am being harassed than being cared. when the handset has already time and again proved to be of low-quality, the minimum they should do to me is to replace it with a new one. why I am using the words "the minimum" is because after so much of trouble and harassment I have lost my trust in this so-called big brand - asus, and I don't want to be associated with any of its products. the reason why I purchased asus moblie phone only and bypassing all other options available was its quality and thus reliability. but all such things are conspicuous by their absence.
It is my humble request from this platform to raise the awareness about this issue and wake them up from their complacency.
Thank you.
Pankaj
+[protected]
Ecstatic. [protected]@live.com

Asus = fail
When I first bought the zenbook 2 years ago, I started having trackpad issues with it and the problems were well documented all over the internet. sending it in under warranty was a painless process and it was returned in less time than anticipated. I became a loyal asus fan immediately.
It's been two years... their customer service ratings have plummeted... all the way to to bottom 320 of the worst... and it's easy to see why. here's my nightmare;

My zenbook has worked flawlessly, but after heavy use all the key designations had worn off leaving nothing but blank, unidentifiable key pads. the trackpad needed a reconditioning too. I called and was given a quote of $101 to $115 dollars by "nick"... then when I called back a week later I spoke to derrick who gave me the same price, to which I agreed, was given an rma # and sent the computer in.
A week later I get an e-mail stating the charges to fix my computer will be $690 dollars. no explanation or breakdown of costs... but a notice that if not paid in 48 hours the unit will be returned as it was received.
I did the "dispute" e-mail only interaction, which (simplified) goes like this;
Me: what's wrong that costs $690.00 when I was quoted $101.00?
Asus: computer won't boot up with a new os install - need to replace a "part".
Me: what "part"?
Asus: there is no break-down of parts - it's just a 'flat-rate' price.
Me: how does that work? no one just blindly pays a price that's 700% higher than originally quoted without a thorough and solid explanation. please explain.
Asus: that's how it's done. if you don't want us to fix it, we'll return it.
Me: I gave you a working computer - I want a working computer back. is my computer working? will it still work when I get it back?

There was no answer - so I called the number I had [protected] to find out there is no nick or derrick working there, but cawayne could help. after reviewing the info, he couldn't understand why the price changed so dramatically either and put me on hold for over an hour... only to come back and tell me he doesn't know what the problem is either but I could make the payment and they'd fix the computer.
(... crappy, scripted, answer... and the hold time is designed to wear people down and get them to pay... which works most of the time... but no on me.)
I balk and request a supervisor.. who came on the line 48 minutes later (I am willing to show anyone my hours-long phone records to this company)... her name is kimoya, who claims she does not have a phone number or e-mail address, and that no one in customer service or tech support does!
(... not having direct communication with someone in a cust service or tech support is a clear sign that those two services are being farmed out... to other countries... and I was right... I was calling the island of jamaica in the caribbean.)
Turns out, kimoya can't see the e-mail-only dialogue i'm having with the repair facility and will need to put me on hold (!) to get that info. she comes back on to tell me that they only have a "flat rate" to repair my computer. I explain that if her car broke and they said it was $100 dollars to repair it, but later they said $700 dollars but we can't list what's being done cause it's a "flat rate"... "what would you do?"... she started laughing (actually we both were for the ridiculousness of the analogy) and said she'd try to get a better answer and get back to me but I should try again to get a better answer through the e-mail service to tech support.

As you'd suspect... the e-mail dialogue to tech support was futile, and kimoya never returned the call... so back on the phone I go again;
First to leon... he can't help.
Then to markette (?)... I couldn't understand him... he put me on hold a few times then disconnected me.
Call back to elroy... same answers to any question I asked... and that's when I realized they only have 5 answers... no matter what the question is... and it always points to "pay us or we will return your item un-repaired".
(...in all fairness to the above list... it is not their fault they seem incompetent. it's their training. as long as this type of service gets 90% of the jobs completed for 50% the money it would cost to have asus run an in-house team to answer legitimate questions... it's a profitable way to do business... to blame those people is a fools accusation.)

I asked elroy for a "super-supervisor"... I waited on hold for 91 minutes for roger. he seemed to care a touch more and identified well with my situation, saying he would call to the tech center and get back to me. which he did... but his answer had a big hole in it... they were going to replace one part, which in no place on earth costs $600 dollars... and based on the reason they said it had to be replaced means it was probably a not that part, but rather the motherboard... and if i'm right, would I be charged more money on top of the money spent for them to fully diagnose what really was wrong?
(... put you seat-belts on, his answer was mind-boggling...)
He said, "they don't know, they didn't take the computer apart yet, this is only a 'diagnostic test' and might not be the final cost". adding that I could pay the invoice on line to get it fixed.
(... I lost my s*...)

I was couldn't believe my ears. I asked him to call me back in 30 minutes as I was about to scream in frustration.

Roger never called back and after 2 hours I called in. while on hold for 48 minutes, I heard over-and-over the chant about how great asus is and how many awards they have won for product and service. maybe it brain-washes some, so while I waited I looked it up and can't find what they're talking about. the complaint boards, bbb and others list this company as one of thee worst.
It was then I realized, asus doesn't care about the after-sale. for all repairs under question, it will always go back to their scripted response that is essentially a cross between a hi-jacking and a kidnapping request...
"pay us on our terms or we'll send it back to you un-repaired and unusable."

While I waited on hold the clock ticked past closing time and I was disconnected.

I called today and was told that roger had closed my rma# and my computer was being returned... not fixed... not working... and in worse condition than I sent it in.

If you've read this far... it's only because you too are disgusted with asus and how they are treating/treated you too. write your story here and on the bbb site and everywhere else you can post it.
It will have an effect on their reputation and sales. no one should go through the process and aggravation we all have experienced on this and other sites.

Asus = fail.

Sir,
I had ordered a asus mobile phone on 22/03/15. my order no. is 1702 hich payment by credit card. but I had not recieved my phone in 5-6. so, I had complaint at sirbuy.com but ihad not recieved any message when I had cancelled my ordered on 31/0315 and than I get a message that your ordered has been cencelled and your payment will be refund in 6-7 working days. but I have not
Refund my payment
Thanks,
Bharat lal meena
[protected]
H-13saurabh vihar jaitpur, new delhi-110044

Had researched the asus computers before I made a purchase, but I neglected to research the company's customer service and repair service. now, the good price I got through amazon is being offset by the lack of customer service/warranty repair work. don't know of any other large computer firm that offers only one repair facility in the entire us. unless you can walk in to one of four companies to get service. unfortunately, I don't live in ny, ut, ga or ca. with my previous laptops, one can secure authorized warranty repair service locally... and that's for firms like lenova/ibm, dell, and any number of other brands. not asus.

And, after reading so many complaints about extended delays in getting back the repaired laptop from asus calfornia facility and even worse, the repairs not being made, but laptop returned to owner... well, now I know that a good product is nothing without
Good customer service and warranty repair service to back it up. so, if you care about support and service, don't buy asus products.

Received brand new asus zenfone 5 from ebay on 22.12.2014 (seller mobile central, new delhi india, offer placed on 14.12). right from moment of unboxing display is not working and is very dim (no brightness even on full brightness scale, you can't properly see the screen even in night). phone is getting heated up without even using it. issue brought to notice of ebay and raised a claim id 807878 on 22.12.2014 itself since the mobile was as good as dead on arrival. got their shameless fraudulent answer that I will have to visit nearest service center (not present in my city) since it is manufacturing defect, we are just a web-portal who connects customer and seller and even more shamefully has advised me to resolve the matter with seller who is non contactable. they even went on saying that ebay guarantee does not cover items which are under manufacturer warranty even dead on arrival. ebay is fraud who fosters seller like mobile_central and give their fake mobile numbers and addresses which are never contactable and engaged in recycling used and defective products. the seller makes the bill very next day 15.12.2014 and had shipped the item deliberately late so that you cannot do "dead or arrival" claim from the company which is usually 7 days form date of invoice. its far far better to buy rs 500 costly from good ecoms like flipkart then from cheaters like ebay and mobile_central.

On 29 oct 2014, I sent my nexus 7 under warranty for lcd discolouration. after 2 weeks, there is no parts and a replacement unit was requested and subsequently approved.

On 5 dec, I was told to collect the repaired unit instead of a new unit. the new unit was cancelled after the parts arrived. I declined and made a complaint to asus customer service for waiting 6 weeks and not honouring its commitment. the asus service consultant (jasmine) verified the details in the computer and escalated the issue.

Till today, I have not received any response via phone or email. I made a call again to asus customer service. the service consultant (george) clarified that the issue is in the system and will escalate it for a response.

No other details such as expected date to reply or who is in-charge could be provided. it is 11 dec 2014, and I have not received any response or a replacement unit.