This is a tale of my disappointing customer service experience with ASUS Computer International.
I was a huge fan of ASUS products until I had to speak with their customer service department. Here is the scenario. I went to my local Microcenter and purchased a brand-spankin’-new ASUS UL80VT laptop. I came home and ripped open the box like a 5-year old opening a Christmas present. Okay, the moment has arrived, plug in, power on and off we go. This thing is great!
-- 30 minutes later --
Wait a minute, the battery is stuck at 40%! Why isn’t the charge going up? I removed the power cable and then the computer shut off??? WTMF? Oh well, nobody’s perfect. All the other products I have purchased have been fine. Let’s get this puppy replaced.
Call #1, ASUS customer service not open because it is a weekend. Darn it!
-- Monday is finally here (yes, I am a dork and I get excited about this stuff…deal with it!)--
Call #2, ASUS customer service not open because it is President’s Day. Really??? President’s Day? What are you a bank? Come on!
Call #3, opened the RMA and was told shipping would be covered. I had the option to ship the whole computer back, or just the battery. I chose the battery.
-- 1 week later, the battery arrives --
Call #4, they “completely understand my concern”, but they have to abide by the policy. I requested this be escalated to a supervisor. I was told a supervisor would call me back.
-- 2 days later, no phone call --
Call #5, Benjamin put me on hold to look for a supervisor, only to be disconnected after 10 minutes.
-- 5 minutes later --
PRESENT TIME. Call #6. I am now sitting on hold during my SIXTH call to ASUS waiting for Germaine to track down a supervisor who can issue a shipping label. I finally speak to supervisor Paula. She repeated the policy states they do not cover shipping. She also referred me to the document I was sent that states shipping is my responsibility. And I quote…”Please note that it is your responsibility to ship the part to us in good condition”. When I signed this, I agreed to ship it to them so it arrives “in good condition”, not “in bad condition”. Nowhere does it state I am to cover the shipping charges!
Next steps:
1. Dispute the charge with my credit card company
2. Not buy any more ASUS products that will have the potential of requiring me to deal with ASUS customer service.
3. Taste the sweet justice!