My company has been reselling Asus products and providing end-user customer support for Asus laptops more than 10 years. We have resold many laptops and completed many RMA processes when required. Most of the RMA processes have been smooth with no issues. However, our most recent RMA for a customer's Taichi Notebook which started back in January has been the most unsatisfactory customer service experience I have witnessed in my 20 years in business.
We arranged an RMA for our customer's Asus Taichi Notebook which developed display issues. The RMA was issued on January 26, 2015. The notebook was shipped to the Asus repair facility via UPS 2nd day. Our records indicate it was received on January 28th, 2015. We waited one week before checking the status of the RMA. There was no information on the status when we checked the RMA website so we called into customer service to check the status. We were told the repair had not been started and to expect an email within 24 hours. We waited 48 hours and no email was received. We called in again. The representative informed us they could see no email had been sent and they would escalate the RMA for further investigation. We did not hear anything for several more days so we called in again. This time we were put on hold while the representative investigated the matter. When they came back to the line they informed us they were waiting on a response from an email that was sent with information regarding the repair. However, we never received this email containing an invoice. The call was forwarded to a supervisor who in time, told us the email was never sent. This supervisor informed us the unit was out of warranty but the repairs were going to be done under warranty due to the lack of communication and delay. This information was provided to my technician as well as the owner of the laptop during the call. There was no misunderstanding of what the customer service rep was stating and it was questioned multiple times. We were told to expect the repair to be completed in 5-7 days. We waited a week before checking the status of the RMA. Upon calling in we were told Asus was waiting for a response from an email that was sent. We informed the representative of the previous call and information provided to us. He confirmed this and made a call to the repair center to confirm. When he came back to the line, he informed us the supervisor from the repair center would be calling us within 24 hours. We never received this call. However, we did receive an email from the customer care team stating they informed the repair facility to contact us in regards to the invoice and that the keyboard and LCD needed to be replaced. We never received any further contact from Asus and had to call back again to check the status. When we finally got through to a representative, we were told the invoice had never been sent because the LCD is not in stock. After relaying this information to the customer, we decided to contact Asus again and request to have the notebook returned to us unrepaired. We were told this would take 5-7 days to be completed. I received a follow up email stating the laptop was being shipped back March 6th with a tracking number. I tracked the package as it traveled across the USA from CA to MD. I expected it to be returned using the same shipping since they state they return them using the same method and level of which it was received. I guess I expected too much.
Fedex Home tried to deliver the laptop Friday evening around 6:45 after our office was closed. They tried again on Saturday while we are closed. Monday expected it Monday but at 740 am a deliver exception was made due to a security issue. WTF? Tuesday comes around, no laptop. Tuesday afternoon I check the tracking and it states it was delivered and signed for. The only problem is, it was not received at our office. We received Fedex ground Tuesday but not Fedex home. I have a small office with one front door. No chance it was set aside and i reviewed our camera footage from the entire day. No Fedex home deliver was made, no truck in the parking lot. So, I've contacted Fedex and asked where the package is. The only thing they can do is put a trace on it which involves talking to the driver, whom I bet is a contractor, and wait for a response.
So I call the customer and all he does is laugh. He's an employee of one of our longest business clients. He uses the laptop for work but brought it to us personally to to have diagnosed. He did not purchase it from us. He is not expecting us to be liable and is not holding us responsible. He's taking it very well considering but holy crap, can you believe this? I don't think I could make this stuff up.
So, what if Fedex lost it or the driver dropped it off at the wrong address or kept it for himself. It's our word against his. I have video footage though which helps if push comes to shove. My thought is we can't file a lost package claim because we're not the shipper. Asus would have to do that and I hope to hell they had insurance on the package. I bet not.
I'm going to start drinking now.
We arranged an RMA for our customer's Asus Taichi Notebook which developed display issues. The RMA was issued on January 26, 2015. The notebook was shipped to the Asus repair facility via UPS 2nd day. Our records indicate it was received on January 28th, 2015. We waited one week before checking the status of the RMA. There was no information on the status when we checked the RMA website so we called into customer service to check the status. We were told the repair had not been started and to expect an email within 24 hours. We waited 48 hours and no email was received. We called in again. The representative informed us they could see no email had been sent and they would escalate the RMA for further investigation. We did not hear anything for several more days so we called in again. This time we were put on hold while the representative investigated the matter. When they came back to the line they informed us they were waiting on a response from an email that was sent with information regarding the repair. However, we never received this email containing an invoice. The call was forwarded to a supervisor who in time, told us the email was never sent. This supervisor informed us the unit was out of warranty but the repairs were going to be done under warranty due to the lack of communication and delay. This information was provided to my technician as well as the owner of the laptop during the call. There was no misunderstanding of what the customer service rep was stating and it was questioned multiple times. We were told to expect the repair to be completed in 5-7 days. We waited a week before checking the status of the RMA. Upon calling in we were told Asus was waiting for a response from an email that was sent. We informed the representative of the previous call and information provided to us. He confirmed this and made a call to the repair center to confirm. When he came back to the line, he informed us the supervisor from the repair center would be calling us within 24 hours. We never received this call. However, we did receive an email from the customer care team stating they informed the repair facility to contact us in regards to the invoice and that the keyboard and LCD needed to be replaced. We never received any further contact from Asus and had to call back again to check the status. When we finally got through to a representative, we were told the invoice had never been sent because the LCD is not in stock. After relaying this information to the customer, we decided to contact Asus again and request to have the notebook returned to us unrepaired. We were told this would take 5-7 days to be completed. I received a follow up email stating the laptop was being shipped back March 6th with a tracking number. I tracked the package as it traveled across the USA from CA to MD. I expected it to be returned using the same shipping since they state they return them using the same method and level of which it was received. I guess I expected too much.
Fedex Home tried to deliver the laptop Friday evening around 6:45 after our office was closed. They tried again on Saturday while we are closed. Monday expected it Monday but at 740 am a deliver exception was made due to a security issue. WTF? Tuesday comes around, no laptop. Tuesday afternoon I check the tracking and it states it was delivered and signed for. The only problem is, it was not received at our office. We received Fedex ground Tuesday but not Fedex home. I have a small office with one front door. No chance it was set aside and i reviewed our camera footage from the entire day. No Fedex home deliver was made, no truck in the parking lot. So, I've contacted Fedex and asked where the package is. The only thing they can do is put a trace on it which involves talking to the driver, whom I bet is a contractor, and wait for a response.
So I call the customer and all he does is laugh. He's an employee of one of our longest business clients. He uses the laptop for work but brought it to us personally to to have diagnosed. He did not purchase it from us. He is not expecting us to be liable and is not holding us responsible. He's taking it very well considering but holy crap, can you believe this? I don't think I could make this stuff up.
So, what if Fedex lost it or the driver dropped it off at the wrong address or kept it for himself. It's our word against his. I have video footage though which helps if push comes to shove. My thought is we can't file a lost package claim because we're not the shipper. Asus would have to do that and I hope to hell they had insurance on the package. I bet not.
I'm going to start drinking now.
