[Help!] ASUS Repaired my TF-201 and then Proceeded to Lose It

[aznoohwee]

I sent my tablet off for repair on Dec. 12th, and I was notified it had completed repairs and was shipping back Dec. 27th. The first sign things were wrong, was that the FedEx tracking number I was provided indicated that my tablet was going to a completely different state. I also noticed that the reference number on the FedEx shipment was incorrect. I attempted to call ASUS to determine what was going on, but it was too late... the package was delivered. Going on six weeks now I have called ASUS multiple times to attempt to 1) get my TF-201 and Keyboard Dock back (unlikely), or 2) issue me a new one. Their Tier-1 support is terrible. It appears that there is no business process at all to handle these kind of issues. Each time their support indicates that they are attempting to contact the service center to get a status update and tell me to wait 24-48 hours for a call, but I never get a call back. I have escalated the issue, talked to the supervisor on the line (who was a complete **shole) and got nowhere. I filed a case with the escalations department, which does not appear to be moving as they are waiting for the non-responsive service department to respond before doing anything about my case. I filed a claim with the BBB which, where I thought I was making progress and it appeared that they were going to issue me a new tablet, but then they for some ungodly reason decided to go back to step 1 and wait for the service center to respond before doing anything.

I am at a loss, it has been over 6 weeks since I sent my tablet and keyboard dock off for repair, and I feel that ASUS has stolen my property.

Does anyone have any suggestions on what I can do in order to get my tablet back? This is extremely frustrating, and after this episode, I feel that I can no longer recommend ASUS products, even though I feel that they are some of the best built out there. Has anyone else faced a similar situation with ASUS?

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[MikeM]

Welcome to the forum.

Your best bet would be to file a claim with Fedex.

[aznoohwee]

I have no basis for the claim. I did not ship the package, ASUS did. It had the wrong address and wrong reference number. There's no way to prove that it was intended for me.

[MikeM]

I have no basis for the claim. I did not ship the package, ASUS did. It had the wrong address and wrong reference number. There's no way to prove that it was intended for me.

Have you asked Asus to file a claim with Fedex?

[aznoohwee]

Yes, I have. ASUS actually asked their service center to file a claim. That was 2 weeks ago. The service center has never responded to any requests from the customer support line. Trust me, i've called over 10 times, and have also had their escalations agent attempt to contact the service center. They are waiting for the service center to respond before they do anything with my case.

[aznoohwee]

How long should I continue waiting on this? Are there any legal avenues I can take if ASUS doesn't respond?

[Swipe]

How long should I continue waiting on this? Are there any legal avenues I can take if ASUS doesn't respond?

Here are 3 email addresses for ASUS executives. Jerry and Jonney are CEO level. You won't hear from them but other staff will look at your polite email describing your problem. Also Asus_USA is a member here (name is Tien) and you could send him a Private Message with your concerns as well. He is an Asus rep. Good luck.

godwin_yan@asus.com
Jerry_Shen@asus.com.tw, and
jonney_shih@asus.com.tw

[aznoohwee]

Here are 3 email addresses for ASUS executives. Jerry and Jonney are CEO level. You won't hear from them but other staff will look at your polite email describing your problem. Also Asus_USA is a member here (name is Tien) and you could send him a Private Message with your concerns as well. He is an Asus rep. Good luck.

godwin_yan@asus.com
Jerry_Shen@asus.com.tw, and
jonney_shih@asus.com.tw

Swipe, thank you for this. I will give ASUS the benefit of a doubt and will allow a few days before I try this.

[tragic]

We will need closure on this story. Make sure to let us know the results.

Tragic

[aznoohwee]

We will need closure on this story. Make sure to let us know the results.

Tragic

Apparently ASUS has decided to give up the battle with FedEx and the service center and are working on issuing me a replacement. I'll send an update once I finally get it in...