Details to date:I contacted ASUS on 10/11/10 at 6:52 pm by submitting a trouble ticket and inquired if the laptop was covered by warranty. Although, I was initially informed that the video card was covered by warranty, on 10/18/10 at 5:53 pm, Andre informed that it was not covered by warranty.
Andre stated, "Base on the warranty policy, replacement is not provided but you can send the unit in for repair…" and that the initial notification was incorrect. When I questioned him as to the cost, he indicated I would have to send it in to find out. Suddenly, he said because I sounded like "a nice person," he would place it back under warranty so I wouldn't have to pay for the repair. He said he would email me the RMA and I'll have to pay for one-way shipping
On 10/22/10, I spoke to Christa and asked her to determine if Andre had indeed changed my account to indicate my laptop was covered by warranty. Of course, he had not. However, she stated that the computer should be covered and if I would fax ASUS proof of purchase, she could correct the entry.
Based on that conversation, I faxed proof of purchase on the same day. On 10/25/10, I received and email from ASUS stating in part, "This email is to hereby acknowledge the receipt of your proof of purchase that you have faxed to ASUS. This is also a confirmation that based on your date of purchase your ASUS product is still within the standard ASUS manufacture warranty period."
On 10/27/10, I shipped the computer and all pertinent paperwork to ASUS via Federal Express (FedEx), with signature required upon receipt. Records indicate that the shipment was received and signed for by ASUS Shipping/Receiving clerk, M. Provenza, at 9:03 am.
To date, I have called ASUS Customer Services multiple times regarding ASUS Service No=1006950; Rma No= USPT0B0940 with the following results:
11/10/2010 @ 4:10 PM: Spoke with Marvin, asking him to checked on status of my computer repair. Informed him that FedEx indicated that the computer arrived on 10/29/10 at 9:03 am and was signed for by M Provenza and provided Marvin with the tracking number (#796388287694). I was told it has not been logged in to the system.
When he asked me to wait 48 hours, I reiterated it had been two weeks since FedEx recorded a signed receipt and that I wanted to escalate the matter now. He informed me that he would notify a supervisor and I would receive a call from a supervisor within 48 hours. I never received a call from a supervisor.
11/14/10 @ 8:46 am: Spoke with Francis and informed him that a supervisor did not call me as I was told would happen. He's unable to tell me the status of my computer repair because it has not been logged in. I submitted another escalation request. I never received a call from a supervisor
11/18/10 @ 8:28 pm: Spoke with Kwame and immediately asked to speak to a supervisor. I was placed on hold for 14 mins. Suddenly, I heard the phone ringing and it rang for the next 2.5 minutes with no answer. So, I called back.
11/18/10 @ 8:44 pm: Spoke with Shereen and provided my history of contacts with ASUS. I again asked to speak to a supervisor. At 3.5 minutes in to the call, she asked if she could place me on hold while she looked for a supervisor. I was transferred 8 minutes later and she refused to provide me with the name of the supervisor to whom I was being transferred. Once again, the phone rang and it rang for the next 3 mins before it was answered.
Supervisor Damaine answered the phone. He asked for tracking number and asked if I knew who signed for it. I provided him with that information. He stated that he would contact me after inquiring with shipping/receiving. He said he would call back in 48 hours. No big surprise. He hasn't called ad today is 11/25/10.
Next obvious step is to contact an attorney. Any other suggestions? I'm out of ideas!
This post has been edited by frannif: 25 November 2010 - 09:41 AM