Asus RMA- ARGH!!!!

[AD-15]

hello,

Though I'd let off a little steam here.

15 days ago a courier came to pick up my faulty Asus notebook. However, despite their statement that I should have the unit back in my hands within 7-10 days, I still don't have it. After sending many emails throughout the week, I finally get a reply.

"Hello,



This unit is under repair, but it’s still waiting at the moment in quality control."

I just phoned them, and now they are telling me that the laptop has been damaged (no such damage when I handed it to the courier). The guy on the phone also told me that they view it as customer-induced damage, and it will not be covered by warranty. As a result, they want to charge me for it. He said he could not give me any details, but that I would have to wait until NEXT WEEK for a reply from the repair team.

How crazy is this? If I'd known this would happen, I would have just bought a new optical drive (the faulty part) and fitted it myself.

[PwnDirect]

just scare them with trading standards & blame their courier

[TAKTAK]

It's ASUS...

THE slowest company in the entire universe, granted, they get things done... But not exactly zippy...

But surely they would have noticed the damage to packaging?.. Raise a claim with the shipping company

[AD-15]

hello,

Thanks for the advice!

I'll wait until the beginning of next week and see what they say. I'll update as soon as I hear something.

I actually remember hesitating when it came to buying the notebook 2 years ago, worrying about the support I would get from the Asus company (I knew even at the time it was meant to be rubbish). Last time I ever buy from a product from a company without knowing I will get decent customer support.

[AD-15]

hello,

It turns out the "damage" is actually a fault with the DVD drive. The reason I sent the laptop to Asus in the first place.

They're now telling me the warranty ended 2 months ago (it only ended 3 weeks ago, well after it was picked up and booked in for repair), and that the repair is therefore not covered by warranty.

They sent me a quotation, saying the repair would cost over £120. Nearly £55 for the new drive, over £30 for the labour, £20 for the delivery, and over £15 in VAT.

This is insane!!!

I've gotten back to them with a copy of my SCAN invoice, and I just got the following reply:

Hello,



According to our system the warranty ended on 2008/10/12. Could you please send me the copy of the invoice?

[GoNz0]

sounds like the warranty started when scan brought the unit, meaning if asus wont back down its over to scan to stump up the bill or sort the mess out

[AD-15]

hello,

In case anyone is interested, I did finally get the unit back after one month (Asus seemed to accept the Scan invoice as proof the warranty was good when the repair was booked in). Apart from a few dodgy keys on the keyboard, the unit seemed to be in good condition and I haven't had any problems with the optical drive.

I did get this email in my inbox today though:

"Dear Customer,



According to our records you have recently had your Notebook/EeePC/PDA repaired through our Warranty Service. We are currently evaluating this service and we would appreciate a few minutes of your time to complete our satisfaction survey."

Hmmm.....