Dear Asus Team,
I am writing to you to raise an issue about Asus Zenbook
The issue that I have experienced was: The Asus Zenbook that I bought last Sep with 3 years warranty showed a blue screen and stopped letting me work using the decide on Sep 15. I logged a complaint(Service No=A2009085121) with Asus Support Center, only to be told that someone will be attending the issue the next day. It was assigned to Asus Support Center in Belgaum, who kept on promising to send a support engineer to review the issue only to have stopped taking the calls after following up for the next entire day. After trying to contact them the next day, I called Asus Support Center to know the status. The guy kept on placing me on hold several times. When I asked him to escalate the ticket, he assured me that his manager will call me in the next 30 mins. Nobody to date bothered to call from the support number that they have published.
Later, I learned that the Asus Support Center person from Belgaum had lied updating the ticket that I had asked him to close the ticket!
Since I realized that getting support in Belgaum may be challenging, I drove over 600 km to Bangalore to Mega IT Store from where I had purchased the laptop, only to be told after waiting for 5 hours to log another ticket with Asus Support Center. I did it on Sep 18(Service No=A2009107913), which displays create date of Sep 19, incidentally! I got a call from the Support Engineer that he will try to come on 21st Sep, which he then postponed to Sep 22. After waiting, when I called, he said that he will plan to stop by on Sep 23. After waiting again when I called, he said that he cannot come since he was not keeping well. I had postponed my meetings based on his commitment. After talking to the Asus Salesperson, he connected me to Asus Support Center, who got the Support Engineer to visit onsite after I insisted to at least take a look at it. The Support Engineer had not even bothered to go through the ticket although I had been asking him since 21st Sep! He came, ran his diagnostic tool, and informed that SSD needs to be replaced. When asked, he said that he does not know the ETA. I called Asus Support Center(Zabi Khan), who had arranged for a Support Engineer and he promised to provide ETA by 25th Sep. Obviously, there was no update. When I called to check on 26th Sep, he mentioned that parts have been ordered and ETA will be on 13th Oct! Can you believe the frustration of waiting after paying for 3 years onsite warranty? None of the people including Mega IT Store and Asus Support Center in Bangalore and Belgaum had any courtesy nor professionalism to understand the issue and help in resolving the problem on time. They conveniently were talking to take a month to just replace simple SSD without understanding the impact
It occurred on 15/09/2020
Either replace the laptop or fix the issue the same day. You cannot ask customers to wait for a month to replace the parts. For god sake, do not charge onsite warranty in that case. You should be prepared to compensate for the number of days that I have lost salary as I was not able to work due to the unavailability of the laptop and couldn’t send certain critical info to stakeholders on time.
I look forward to your prompt response on this matter. I would like to keep a complete record of my case, so please reply back via this email account.
Yours faithfully,
Chetan Nagaonkar
Serial Number: K7N0CV09E80929B