Asus
Refuses to provide warranty service to replace battery on an in warranty compute

The laptop in question was purchased in October and has a warranty that goes for 1 year. It is now May so the computer is still under warranty. Last week, the battery in the computer stopped working. Asus determined they need to send a new battery.

Asus provided us with forms to fill out which we did on 5/20. After that, they notified us that we needed to provide a proof of purchase which we did on 5/21. From there, they notified us the computer was not under warranty.

I called Asus on 5/22 and confirmed that the computer was still under warranty. The support rep said she would fix it with the "repair company. On Monday 5/24 I did not hear anything. When I called they said they would escalate it again. Later on 5/24, we got an e-mail stating that we needed to fax in the forms that we already faxed twice. (Don't forget they already e-mailed us to confirm that they received this form and the computer was not under warranty).

Today on 5/25, I sent the forms in again. 2 hours later I called to find out if they had received the forms. I was informed that my RMA had not yet been updated. I asked if I could have more information and Rhesa told me that I could not. She says that the "repair company" is not in the same building and she can only communicate with them via a ticket system.

As of today, I have no idea if I will be getting a new battery or what more games Asus will want to play tomorrow. What I do know is that they need to be stopped.

Company: Asus
Country: USA
State: California
City: Fremont
Address: 44370 Nobel Dr # 8
Phone: 8886723688
Site: asus.com

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