My complaint:
Asus laptop would not complete a Windows update. After the attempt the machine would not boot into Windows and after attempts to load Windows 10 11 media via USB, restore points, BIOS updates etc, etc it was discovered using the Command Prompt that there was no drives available. I called Asus Technical Support (The only option in the UK as they have no Complaints or Customer Service options), who took the Serial Number and advised they would send out a courier to collect the item.
At no point did they mention the item may be out of warranty or ANY associated costs or issues with sending the item.
The then emailed saying that no fault was found and that this was out of warranty and would cost £100 to fix or £45 to return unfixed. ABSOLUTELY DISGUSTING
I issued a complaint and advised that I am technically literate and that their comments were ludicrous and they advised that the no fault found was in error but no parts were required. Note: that in later emails they mentioned a delay due to parts being fitted. When I asked for the salvage (as it belonged to us) the issue was ignored.
Anyway, this relates to a business laptop and was needed (I am a florist) for the busiest time of the year, Valentines, for processing orders however despite us paying in early February the item was not returned until 15th February, so not only was I down the charge but also the loss of earnings.
This company has such poor customer service I am surprised that they are allowed to trade. They have completely ignored all communications since! All communications have been retained
Suggested solution:
We are down £111 for the repair and £600 profit for loss of earnings plus admin. We would accept and apology plus £200
