ASUS Shop- customer service from hell...

chezborg_2

Just bought a refurbished netbook from Asus online shop to take with me on holiday. As it was all transacted in GBP I was quite surprised to hear it was coming from Germany! Anyway- said netbook arrived 5 days later- unfortunately it had a 3 cell battery rather than the 6 cell battery which was listed in the specifications online. I sent an email to Asus which bounced back somewhere via China- I just got an auto-generated message from China! I finally got a response from Asus- which turned out to be the Asus Germany shop. I told them their mistake but they seemed unwilling to acknowledge it. The only solution apparently was to return the whole netbook back (to Germany) where they would 'verify' it and then send it back. As I am going away this is not much use. They also implied that I only had 1 day left of the 'cooling off period' when I had only received the netbook that day! Further if I take a refund it will take 30 days to process- leaving me without money to buy an alternative laptop! This is a real example of disgusting customer service- certainly not encouraging customers to buy any further Asus products. Unfortunately I am now left with a product different to the one I ordered with little I can do about it before I leave for a 2 month trip. Seems like there is little else I can do......:(

vuvuzela

Annoyingly it is hidden away that it is not a UK store but the information is there.

When you add something to cart then go through to payment it says "The operator of the "ASUS Shop" is Arvato Distribution GmbH" which should ring some bells, GmbH being German for "Gesellschaft mit beschränkter Haftung" ie their equivalent of Ltd.

http://shop.asus.co.uk/shop/gb/en-GB/Faq.aspx
ASUS Shop customer service
To get help with purchases, inquire about order status, product information, returns, delivery, invoices or other order-related issues, please contact the ASUS Shop customer service centre.

• Contact by E-Mail: [EMAIL="shop_eneu@asus.com"]shop_eneu@asus.com[/EMAIL]
• By phone: 0845 089 6479 (0,0395GBP/minute) Monday to Friday, 08:00 am to 05:00 pm
• By post:
  ASUS Shop
  arvato distribution GmbH
  Benzstr. 5-7
  D-33442 Herzebrock-Clarholz
  Germany