ASUS - Absolutely Aweful

naff123

Good Afternoon

Just got off a nice conversation with Asus customer services whom I got to say are complete numpties and useless.

I am trying to return my laptop under warranty because I opened up my laptop last week and the hinge broke and has now started to disrupt the connection between the system and the screen so I call them initially explained the problem they said fine fill in a form online which highlights the problems and someone will pick it up in 2 days.

Fill it in highlighting the damage was caused by possibly a defect in the plastic that I didn't drop the item or cause any accidental damage at all! To Get this stupid reply.

Dear Mr. Richards,

Thank you for contacting ASUS Technical Support with regard to the product SN: BBN0AS007672447.

We regret to inform you that your RMA application form is being rejected as the given problem description “When I opened the Laptop the Hinge on the Left Broke and Now my screen is not functioning properly i get interrupted connection between the system and the monitor screen” indicates of possible induced damages.

Kindly be informed that the ASUS warranty does not cover any damages caused by software or accidental damages; which means that these repairs are chargeable. However, we are unable to confirm whether this repair is covered by the warranty or not at this stage without an inspection of the item.

Note: issues which are not covered by the Asus warranty:
Please be informed that the ASUS warranty is a limited repair warranty for hardware issues only.

Damages like liquid spillage, bad sectors on the hard drive, damages due to a drop, cracked casings, internal cracked screen, missing rubbers; missing keys (more than 2), scratches and marks are excluded from the warranty. Also replacement and refunds are not included within this warranty.

If the cause is software based, for example; 3rd party software, Virus or an OS upgrade, the repair is not covered by the ASUS warranty. If damages are seen on inspection as CID (customer induced damage), the repair will be out of warranty.

If the assessment concludes to an out of warranty repair, you will receive a quotation for possible charges for the repair.

Kind regards,
ASUS UK

This is completely stupid mentioning liquid damage or something of the sorts to even reject to examine it for themselves despite being under warranty which expires end of November.

So I have just called back Asus to ask what they are talking about is rubbish to have some young lad not give me any answer in any way shape or form he just said re-fill out the form and we will start the process again but you might have to pay if there is a problem that invalidates the warranty.

I asked him What gaurentee do I have that Asus will even pick it up and not send a email which is non-sense, he just said there isn't.

Eurgh So what do I do, do I just re-fill it out and go through the process of getting some silly generic email again or what?

This is utterly ridiculous and seems fitting for Asus to drag things out until the warranty expires!

fenlander_uk

Yes, do that. This is a standard reply they send out when a customer reports a fault that could have been caused by mishandling. It warns you that you MAY be liable to pay for the repair if that turns out that you caused the damage through carelessness. When you fill out the form again stress that you did not drop or mishandle the PC. You'll probably get the same disclaimer back anyway, but there's nothing unusual about it and you shouldn't be charged if the fault was caused by a faulty product.

System

sounds pretty much like a cover-all generic reply, I would fill out the form again and write the issue in better english, as it does sound a bit like you broke the hinge, rather than the hinge breaking in normal operation - I had a similar 6 month battle with hp a few years ago, they can be very pedantic about these things when they want to be

naff123

I know what you are saying fenlander

The thing what griped me was they just assumed and I was always taught by Assuming you are making a !!! out of U and Me :P

I will send across another form I just hope this is resolved before my Warranty is expired

CoolHotCold

Your post belongs on the consumer rights board. However as I'm here.

Did you buy it from Asus direct? If so you have to deal with them, unless you brought it on a Credit Card and the item price was over £100 in which case you can also purser your CC issuer as they hold joint liability in whatever consumer rights you have.

If you brought it from a retailer then you are entitled to either contact the retailer to sort it out on your behalf or take it to the retailer for them to deal with asus/repair/replace.

Regardless of where it was purchased and from whome (if it was brought within the UK) the consumer rights remain the same, within a resonable timeframe you are entitled to a repair, replacement or exchange or refund usually 2 to 4 weeks (they can take the laptop away to ensure that it was user damaged) if you are outside of the 2 to 4 weeks timeframe but within 6 months it is down to the retailer to prove that it was user damage because within 6 months it is assumed any fault is inherent and the retailer has to prove otherwise, if it is over 6 months the burden of proof changes to the consumer to prove it is a inherent fault.