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1.9 192 Reviews

ASUS Complaints Summary

43 Resolved
139 Unresolved
Our verdict: When using services from ASUS with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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ASUS reviews & complaints 192

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3:30 am EST
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ASUS poor customer support, #$%^&* product!!!

Poor customer service, poor customer support! claim escalating my case every time I called in end up they don’t even file a case and lost track for everything!
I simple request to ask the service engineer to call back, end up waiting “ages” also did not hear a voice yet!
Product support is poor basically they just wanted to close the case by pushing customer to accept what is being repaired and fixed.
Was being told customer should have a backup plan if padfone were to be sent for repair!
Call centre say only can wait; nothing they can do on service centre…. service centre say standard procedure to get back to customer is 3 days!

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2:55 am EST
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ASUS fake website

Hi;
Usd 330 to speak with an authorized product minfatra wi I sent with
11 days have passed together that gave me fake shipping numbers
Constantly distract me
Everyday different is lying, despite my payment receipt sending your product was throwing mail
Www.minfa-tradecom.com web side is
Not reliable
Be careful

Who wants to pay me at my bank statement and i'll send the mail
My e-mail adress [protected]@atakbilgisayar.net

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Irene Yang
, CN
Nov 01, 2014 1:41 am EDT
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http://tradingwithchina.blogspot.com/

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Irene Yang
, CN
Nov 01, 2014 1:40 am EDT
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I have see many cases like that, we suggest don't buy any brands electronics from China.
see my topic :http://tradingwithchina.blogspot.com/2014/10/china-scammer-of-brand-electronicsapple.html

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7:19 am EST
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ASUS processor heating issue

I have 2 cases pending since last one month in asus service center f1 info solution, nehru place, delhi and I am in touch with customer care department and regional manager - mr. ramesh chand.

1. rma number ing23a0044
On 01/10/2013, I had bought asus netbook pc as 1015 which had a cpu heating issue the complaint was logged on 12/10/2013 and after much effort and persuasion I was given a replacement on 01/11/13 (a good 20 days were taken for the resolution). to my surprise the replacement also had the same issue of heating and the same was informed to the service engineer at the time of receiving the replacement and was noted in the receipt too.
After installing windows 8.0 the temperature reached 82 deg c. (picture of the same is also enclosed). therefore the replacement was also returned to the nehru place service center again on 4/11/2013 with refund request.
Since than I have been contacting mr. ramesh and the service center and I am getting nothing but assurance for the next day.

2. asus transformer tab sent for repair (screen replacement)
On 16/10/2013 transformer tab was sent for repair, which is a paid repair and I am yet to receive it. on 13/11/2013.

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7:07 pm EDT
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ASUS poor repair service and customer service

I bought a toshiba laptop in october 2012 with windows 8. it would not connect to my internet in january so I took it back to office depot on january 20, 2013 in which their tech services could not repair so they said they couldn't exchange it for another toshiba because they had none. they convinced me to buy the asus notebook which cost a little more so I paid the difference. I had it a month and again I found that it would not connect on the internet despite some usual troubleshooting techniques. we have several other computers at home and they have no problems with our fios internet connection. my husband called asus 2/20/2013 and spent hours talking to their customer support who had him download a driver. it worked until the end of june and then one day it just didn't work. I went on vacation and then I didn't bother with it for several weeks when I got back (my old computer worked fine). my husband called on 8/24/2013 and they had him download the driver again, but then determined it was "hardware failure". they gave us specific shipping instructions with no offer of a shipping label which ended up costing $56 to pack and ship on 8/24/2013. one week later I received the computer, not at all packed as securely as I had. I turned it on and tried to go on the internet and it would not work. my husband called them again that day and they had him download the same driver, but it still didn't work! they told us to ship it again, but this time I asked for a shipping label and I used the shipping material and box they sent me. I sent it on august 31, 2013. I asked for my money back or a new machine. they said they could only do that if it was unable to be repaired. we received one email saying the computer arrived and then we heard nothing until september 23, 2013. the email said "we were unable to duplicate the problem and test results are ntf (no trouble found). we are to provide more information... we have talked to them for 6 hours! what more can be said?

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11:18 am EDT
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ASUS tf300 failure

To whom I may concern,
I want to start off by saying how happy ive been with all of my asus products in the past, especially with the tf300 tablet I am writing you about. ive suggested to anyone who has asked for advice on tablets to go with the tf300 - its awesome, I even purchased one for my father for his bday this year.
That being said, my tf300 tablet that was purchased aug 2012 completely and entirely died on sat. I tried every troubleshooting technique I could think of with no change. I had the table playing a netflix video and had placed it on pause for approx 15-20mins. I saw that the battery was around 60% so I figured why not plug it into the charger. I plugged the charger in, tablet didnt respond; unplugged the charger and tried again - still the tablet did not recognize the charger; so I shut down all running programs and tried again - still no response from the tablet recognizing the charger, so I shut down the tablet with the intent to restart it. after the tablet powered down, I tried to turn the tablet on - unsuccessfully. I attempted everything I could think of - press and hold the power button for 30secs, cold boot, even tried to do a hard reset/ push the small hole that wipes everything - nothing. the tablet does not recognize any charger whatsoever (and I have tried several) and a pc does not recognize the unit. I tried leaving it plugged into a pc for 6hrs to trickle charge the battery in hopes of jump-starting the battery to a point where I would be at least able to turn it on. the table is dead.
I contacted customer service on mon and chatted with someone who was very nice, but unhelpful - all he was able to do was issue an rma for me, which would be fine, except my tablet is 9 days out of warranty - 9 days! I asked if I would be able to purchase an extended warranty, as I love this tablet and have every intent of continuing to use it - if it can be fixed. I was told no.
For a product that cost $500 and has been babied from the start, and comes from a manufacturer that I have come to expect quality products from, I am very disappointed that it seems asus is unwilling to work with me on addressing this problem. a tablet from asus costing $500 should not completely die after 1 year of use - its unacceptable. is asus in now producing products that fail/ die right outside of the 1yr mark?
All I am looking for is to have my tablet fixed and if for some reason it cannot be fixed, replaced. I think its fair that asus should stand behind such an expensive product and at least attempt to work with the customer to fix the issue, especially one who is willing to purchase an additional warranty.

Thank you for your time and look forward to speaking with someone regarding this matter very soon.

Thanks,
Nicole vongsaroj

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HonestAlcohol
, CA
Sep 19, 2013 4:29 pm EDT

The chicklet style keyboard of my Asus laptop keeps popping off. The keyboard seems to be too small for the niche provided for it on the laptop because the keyoard keeps sliding out from under the tab in the top right that is intended to hold it in place.

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1:37 pm EDT
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ASUS screen problem issue

I only bought my asus notebook on the 18/03/2013 and my notebook all of a sudden when getting switched on the screen appeared to be kind of distorted with several lines running across the screen & I could just make out the normal signing on screen behind this problem. so I turned & unplugged the notebook & left it for a while then went to turn it back on to find that the screen had changed to still having lines running through the screen as well as different colour lines jumping all over the screen so once again I repeated by turning it off & then on again to see that it became worse with dots on the screen so I decided to contact the manufacter & they arranged a delivery to collect & solve the problem I received an email from them that the problem was not under there warranty saying the problem was connected to a problem inside the notebook its self. the note book has had no accidentally damage to it since I bought it brand new & had been handled with care. I was told by asus the company that I would have to pay £259.00 to get it repaired & £42.00 to have them to redeliver my notebook back to me & wasnt informed or aware of any costs for the redelivery..

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Jatin Bansal
, IN
Apr 03, 2014 4:00 am EDT

hi, i am Jatin. I bought an Asus laptop S56CAXX056H by 41300 paid.
after a month of billing i faced a display problem in laptop. i complaint at [protected] toll free no.
they sent a technician from a nearby service center (Gurgaon, Haryana).i asked me their is a motherboard problem and give me in written.and ordering it.
further no response from them, whenever i called they said motherboard is not availbale and they mailed to headquarter for replacement the whole system..now still they asking the same whenever i called...

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8:27 pm EDT
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ASUS - Full replacement or full refund

I had purchase ultrabook on 15 Jan 2013 from ASUS authorized (Euretec Infosys) G-3, Raja House 30-31, Nehru Place, New Delhi -110019, Following Ultrabook details are as follows: Serial Number: C8N0A2S22070334D, COA: [protected], Price: Rs 44500/- Case id: 8357256 and another case id 2529626 has been created by Mr Barry D(US Asus team On-line chat...

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6:01 pm EST
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ASUS new laptop repair failed

On january 26the 2013 I bought thee asus ux32vd zenbook. I was really excited, really light, great design,... however, after 3 weeks, thee laptop died. it appeared and error, and thee system could not reboot. I called thee customer service, and we could not solved thee problem, so theey picked it up to repair it. one always has thee fear, thee error will show up again. but thee repair letter said theey changed thee hard drive. so I guessed theat was all. problem solved.
However, today two days after reception of thee laptop, thee error happened again. I have called thee customer service, and theey have sent me to thee same process theat I did on thee first place. I complained. come on! I should get a new one. clearly thee repair was not well done, and probably was not obvious. I assume thee technicians are professional. the laptop is completely messed up. it reboot but had thee error already 3 times, and if not connected to power sometimes cannot navigate. I really do not understand anytheing, but what I really do not understand is theat is a case like mine, theey do not act differently. you cannot tell a client who just bought an expensive new pc, theat was not working, and theat you repaired not correctly, to start thee exact same process again. need to do it differently. I wish I would have been offered a new one, witheout even asking.

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12:16 am EST
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ASUS junk

Repaired (?) 10 ten times for the same complaint in two (2) years! this is absolutely the worst pos I have ever owned. it sits in my office, unopened from the last repair. I told them of all the problems and said "do not send this unit back to me" they sent it back! I will do an "office space" on it and send it back to them in pieces. I can't, or won't sell it to anyone. I couldn't do that to some unsuspecting student or other poor soul that thinks they are getting a good deal; so i'll take it in the shorts for a grand!
Complaint submitted on my mac book air. thank god for apple, my life became simpler the day I made the switch

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9:55 am EST
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ASUS damaged board

I purchased ($239.00) an asus motherboard from newegg. I received an open box. that really did not bother me at this point. I installed the board. the board would not boot. I requested a rma. they approved the rma. I shipped the board to them. they then sent me an email stating that I bent all the cpu pins beyond repair. I replied stating that I had received an open box and that the pins had to have already been bent, and that my cpu was just fine, working in another board that I purchased from 'them'! they replied by telling me to send the board to asus for warranty. they are returning the board to me and would not refund the funds or send me a new board that was not open. I am just out the money and/or the board.

I should not have to do what they should have done to begin with. newegg used to be the very best! now they just don't care. thats what is happening everywhere, it seems.

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2:51 am EDT
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ASUS long time in returning motherboard

Hi,

I had bought asus motherboard 1 and half years back since buying your product I am facing many problems.

Recently it got stopped working and I gave the product to asus service center lamington road, grant road.
I was told that mother board display is damaged and will have to wait for 3-4 days.

I am still waiting to get my product repaired via service center since 3 weeks.

Today I asked for my product I am told that I will have to wait for 1 more week... what;s goin on?

Kindly provide me a solution for this, and let me know asap.

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10:59 am EDT
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ASUS nonfunctioning tablet

I purchased a transformer t300 tablet on july 3, 2012. I cycles on and off and crashes every 3-5 minutes. I contacted asus technical support and have spent hours trouble shooting resetting and data swiping it as per their instructions and finally on september 9, 2012 I sent it in to their service center for repair. I received it back on september 21, 2012, turned it on and it was doing the exact same thing within 5 minutes. I contacted asus, they said they would expedite the rerepair. so they emailed me a fedex tag to resend it to their service center. on september 23, 2012 I shipped it as instructed and as of today october 3, 2012 they still don't have it in their service center. you see the fedex tag was address to their headquarters in california and the service center is in grapevine, tex. I live in houston, texas. today I am now celebrating 90 days of owning a disfunctioning and now nonfunctioning asus tablet that is on an excursion somewhere in the united states and now they don't have any answers as to it's whereabouts. I will never purchase another asus product.

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2:03 pm EDT
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ASUS horrible service

The ac pin on my asus g73s came loose. despite denials that this was an issue with this model, they did cover it under warranty. I had to pay $60 shipping despite this. once they had the computer, it took them 3 weeks to get it back to me. during this time there was no communication from asus.

When I received the computer I found they had neglected to send the power cable back. another 40 minutes on hold and with the rep. now it will be 24 hours before they even look at the case, plus time to figure what to do, plus time to send me my cable. all in all it will be easily more than a month since I sent the computer (and cable as they requested) plus the money plus the wasted time.
Before buying an asus laptop, be aware of the ac pin problems (they've known about it for years and still do nothing) and the horrible customer service. tough to justify the premium price.

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10:51 pm EDT
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ASUS rma policy / warranty

Purchased tablet in january 2012 (approx. $500.00). mid june 2012 it stops working, called asus support and followed instructions from representative to trouble shoot problem. asus representative recommended to rma the unit under warranty. email was sent from asus with instructions on the rma procedure. email stated that I was responsible for packaging and shipment
($73.00). wrapped tablet in several layers of bubble wrap placed it in a box and shipped via ups with loss insurance and a signing declaration. rma facility signed for the shipment. this leads me to believe there was no visible damage to the packaging, several days later after no response from asus I completed the escalation form on their website and received a a day later stating the tablet had customer related physical damage and they would like $411.00 for parts to repair it as the warranty was void because of the damage. of course I flatly said no and filed a complaint with bbb. as far as I can tell from the pics sent it appears the person doing the repair damaged the tablet opening it to investigate the problem. we will see what the outcome of this will be.

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7:03 pm EDT
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ASUS worst laptop ever

Dear all,

The third class and with no sense of services from asus a world's

Third class service provider in laptops...

We have repaired our pc but even after the same repair...

Lap top is giving a worst performance...

I assure u that you assu peoples in india will not be able to survive any more and this is the worst case scenario...

Going to consumer courts and to supreme courts with the third class lap top sold by asus to me.

Thnx
Abhay shah
[protected]
[protected]

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Joelle345
Paterson, US
Jan 05, 2014 9:55 am EST

I agree they are the worst devices out there.
They're even worse than worst!
Their support service is virtually non existent.
Do not buy anything from this company. Theyre priducts do not hold their value the way apple or sony does.
DO NOT WASTE YOUR HARD EARNED MONEY!

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2:47 am EDT

ASUS sold me defective laptop

Ever since I bought my ASUS laptop in October 29, 2010, I have had problems with my touchpad and the F9 key has not worked. The track pad, and the courser started to malfunction. While I was writing a letter, the courser jumped and the letter was deleted, or jumped back and mixed up other sentences. I returned the laptop to you for repairs twice, but the problems have never been resolved. The technicians I have spoken with have been unhelpful and unwilling to listen to what I try to tell them. I spoke with a supervisor, Ryan, who said that I might have a software conflict with the touchpad and he suggested that I try using a mouse. I am now using the mouse, but still have the same problem.

I have had four laptops prior to buying the ASUS and had no unresolved problems with them. ASUS customer support service technicians have been totally unable to fix my laptop and have been extremely frustrating to deal with. I believe that my laptop is defective and/or has a design flaw. If ASUS stands behind its products as it advertizes, it should replace my laptop without question. I shouldn't have to go through so much aggravation and frustration because of a defective laptop. I will file an official complaint to recover my expenses.

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Flexiron
Auburn, US
May 14, 2012 1:56 am EDT

I also have a complaint to Asus about my New Asus G74SX Notebook, it has been sent to California 8 times for repairs and returned 7 times with the same exact issue, it was mailed out again on May 5th 2012. I performed a system file check on the day my wife brought it for on December 25th 2011 and Windows stated the they have found corrupt files and were unable to repair them. It's been almost 5 months and I have not used my new computer once, I feel Asus should replace it if after 8 times they can not repair it. In the 7 times it has been sent out, they have replaced the hard drive 4 times, the touch pad 2 times, the motherboard 1 time and the operating system 7 times. Yet they still failed to repair the one issue, the system files. My next step is to contact the Attorney General of New Hampshire and find out where I stand on a law suit. I feel I've been more than patient after 7 times and enduring frustration, time, money and aggravation as they have taken their toll on me and this consumer will not take anymore. My message to Asus is, warranties and support mean nothing to the consumer without results.

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6:58 am EST
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ASUS melting laptop and battery

A month after I purchased an asus notebook the charger was ineffective unless pressure was applied, not wanting to bother my parents and thinking it would fix itself I left it. probably a week later after I charged my laptop for two hours when this burning rubber smell filled the room. I tried to remove the charger from the socket but it had melded together, finally I tore it apart but the sockets been damaged. it is just absolutely ridiculous that the only way, is to have it fixed so soon after I purchased the item. the fact is, now that this incident has occured I lack great faith in my laptop and frankly I dont even want it anymore. I reasoned with bing lee (the store) but the only thing they could do was give me an address to have it fixed. what happened was extremely dangerous and the fact it this shouldnt happen to a brand new laptop. second hand, sure. but seriously a brand new $800 laptop shouldnt fail so hugely after only a month, (one week after the two week replacement policy). im pissed, I should get either a refund or a replacement not to have someone fool around with it so it can break again in 2 months.

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tlw000
Rockville, US
Nov 22, 2012 9:20 pm EST

Mine had similar problem with jack although it didn't get hot and melt. I have 53sv model I think. I thought I saw something about a recall in one of these articles. I need to pursue. Espensive. Good computer if only you could keep power to it. We need to get together and force asus to refund us for defective computers. It is out right theft.

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ASUS fraud

Do NOT purchase from HIDevolution, sorry.
They sold me a 2920XM processor in a ASUS G73SW laptop; turned out to be an non-retail ES chip (engineering sample), isn't keyed properly to open up expanded BIOS, along with a couple of other problems, and wont even answer my emails or calls...$4K later. A "Ted"
Sorry for the bad news.

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ASUS hard drive failure on new laptop no recovery dvd

Bought a new Asus laptop series U46e from Best Buy at the end on June. Two and a half weeks later the hard drive failed. Sent the laptop back to Asus for replacement of hard drive covered under warranty. Had no problems with the replacement piece but when I received the laptop back from Asus there was no OS system installed and recovery DVD was not included with the laptop purchase. I called Asus customer support and they led me to ester.asus.com which had recovery DVDs for sale for 50 each. However upon searching the site there were no recovery DVDs listed for the U46e series. I called again only to be told Asus can't help me and I am stuck with a useless new laptop that has no OS. Their remark was I should have made a recovery DVD right after the purchase of the laptop. To note, I paid 800 for the laptop. At this point will note purchase another Asus and recommend people to avoid them at all cost.

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ASUS hdmi component not operational

Asus ul50vt-rbbb
Ul50vt-rbbbk05/core2su7300
... first I should note, I am not a layman in commenting on this situation that befell me. I am new york state certified tech since 1986 and became an engineer in 2002 with my design of the first multimedia hardware system. advertized by intel march 2003, two weeks into the month intel then shrunk down to the itrinium cpu. this I hired alienware to build for me in the area 51 tower on the intel d850emvr. this just a small amount of my personal experience to establish my credentials.

... within one week of first use of the hdmi of the ul50vt went from intermitantly working, to not work at all. this in the portion of the video signal. at this point I took it back to best buy. after they started diagnosing the problem, they loss the audio signal durring this time. this unit has been 3 times to perth amboy for repairs, and to the asus manufacture 4 times, once to louiville, kentucky and three time to the asus corporate head quarters in fremont, california. each time back from either still unrepaired. this when the first time to my local best buy, I had already diagnosed the problem. the asus repeated asking for a handshake from the hdtv (hdcp compatible) after the first had already been recognised between the two units and operational. the recognition has never been seen by either since the first time into repair. I should also note the point of the repair reports when hardware changes were said to be done. this all repair points when hardware was stated as changed. it wasn't, the system event logs would have had reflected the many updates that come with motherboard and io board changes. there were none! the most outlandish of this was from the asus corporate office in fremont, california. this where the system event log and history showed no repair had been done. but someone had been online gaming. this where they had actually downloaded games to ul50vt from a gaming web site. though they uninstalled the games before return the notebook, "no" repairs had been done. when software changes weree done, they changed the operating system. I have windows 7 professional 64-bit on the ul50vt, yet either times they uninstalled the operating system, they installed windows 7 home edition. but still it came back from unrepaired.

... best buy, the geek squad and asus state that the problem is the hdmi cables. yet I use ultra gold lead with a life time warranty. ultra allowed me the replacement of the two I had. now, I have one set still brand new in their plastic packaging. and best buy, they offer the point for me to prove I am right and they are covering up the facts. but will cost me another couple hundred dollars in transporting my panasonic plasma viera hd, plus hiring help to lift it to get there. or I can spend a couple hundred for their inhome service to prove it.. oh yea, no refunds if I prove their wrong and covering up the truth all along. the irrefutable point of proof, the other hdmi units panasonic dvd w/ surround and a sony vaio i5 notebook, plus others I have work just fine with my hdtv.

... it states in the warranty that after three times to a best buy repair (geek squad only) the unit would be replaced. this where even more of the con artist tactics exsits. as the best buy store states this must be approved by the store manager. but the suoervisor of the geek squad said their store manager had been fired and had not yet been replaced. then corporate level of best buy says the geek squad city has to approve the replacement or refund. (which I am left to assume is geek squads head quarters.) which leaves me with the same people I already see are lying and covering up the facts. last, the local geek squad supervisor has changed what he previously told me, stating, it must go to repair four times on the same point of repair (the geek squad only). needless to say, once again, it states three times in the print of the warranty.

... this where the real kick in the teeth comes. it's obivious this point of a best buy warranty is not worth the paper it's written on. nor the asus warranty of the first year. as these repeated non-exsitant repairs have run out the first one, and still not being in the other after spending several hundred dollars just getting this far (the extra I spent in insurance and shipping charges to asus itself.) now looking at the point of civil suite, it will cost me several more hundred dollars in hiring a couple men and a truck to get my panasonic viera plasma hd to a not so local court room, where best buy is at. I had given the records to best buy. this concerning system event logs showing the hardware changes had not actually been done. let alone the points of what occured with gaming at the asus corporate office, which was also included. just like that of most all courts today, it is a poker game. the one who brings the most money win's. be it civil or otherwise.

... best buy, is a store run by con artists. and all criminals, the law protects them. where good citizen's are abused and victimized. I have seen it time and it again in my 55 years. were not suppose to get angry, were not suppose to get violent, were suppose to let the criminals do what they want. then were suppose to go away. as it's either that or we are to spend all our finances in the hopes that we end up with a honest judge. something I have seen no where since judge briggs from easton is the one and only i've ever known...

I've included my reciept as an uploaded *. jpg. purchase was made march 5th, 2010. first use of the hdmi was october 2011. it is obvious that either points of the manufactures warranty or the extended warranty is not worth the paper it is printed on. this ul50vt has been to repair 7 times between the manufature and the best buy geek squad. I have recorded the system logs there in proving the hardware replacements stated in the repair reports were never made. I also have the shipping charges recorded from fedex and ups when dealing the 4 times with asus, the manufacturer. I can also provide screen shots of the asus rejecting the hdmi use. this where panasonic viera plasma hd then rejects it. these showing all the proper setting for it's use, set appropreately. again, I have many such proofs. let alone the point of being able to prove it physically here with my equipment. the additional *. jpgs (scanned images & screenshots) and system event logs I also have available if it would better help in the point. but the thing is you have noted here on your form photos. yet altogether contains 415 megs in related files. of course the pictures are now *. bmp files but I can convert them to *. jpgs as I will the reciept. but even at that, I don't believe that will add up to more than 90 megs difference.

I see no place for my personal info in this form. so i'll give you my voip which is only up durring day time hours. if i'm contacted here I can provide you with landline and cell if there is a need for such. off hours, there is voice mail for my voip. this is [protected], yes, i'm in northeastern, new york. as you can probably detect from the information i've already provided you.

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Update by Kiwegapawa
Jun 25, 2011 3:56 am EDT

Ahh, thought I should note. I uploaded a full Recipt *.Jpg. You've cut it down to that which doesn't verify anything. I'll expect to hear from someone at Complaintsboard. Even at that, it's an assumption of my part?

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jbfirebird
nowhere, US
Jun 25, 2011 4:37 am EDT

fyi, credentials dont necessarily mean anything. doctors are thought to be smart but are usually dumb as bricks in the common sense and street smarts category.
i believe that you probably have something wrong, no doubt. but think about it, its a waste of time to go to court over 1 laptop issue. it would cost them more just walking out of their office to go to the courtroom than it would just to replace the thing.
even though it was working at one point on the current tv you have, have you tried it on a completely different tv? have you ruled out hardware/software conflicts?
even though you may not think its either of those two mentioned things, being the computer person that your "credentials" state, you should know that there MIGHT be something worth looking into there. no hardware changes makes me wonder if they plugged it in to their testing equipment and it worked just fine for them therefore not requiring any repairs?

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