Asus India — Asus zenphone 2 customer care and product quality issues.

Address:	411057
Website:	vip.asus.com/VIP2/Services/QuestionForm?lang=en-in&_ga=1.4687475.1742203669.1471000528#

To :- '[protected]@asus.com'; 'kenny fernandes (acin)' ; '[protected]@asus.com'; '[protected]@asus.com'; '[protected]@asus.com'; '[protected]@asus.com'; '[protected]@asus.com'
Cc : 'vinay gupta' ; charu. [protected]@gmail.com
Subject: re: asus zenphone 2 customer care and product quality issues.


Hi all,

It's been high time chetan i'm waiting for your response.

I'm again and again sending you the reminder mails to resolve my problem but still i'm standing on ground zero.

Requesting all the high authority to consider my case in high priority.

As my phone warranty will get expire on :[protected]

Kindly, go through the entire chain mail, for the case reference.

Thanks,
Vinay gupta
Mb no. :- [protected]
— original message —
From: vinay gupta07
Sent: friday, august 12, 2016 5:51 pm
To: '[protected]@asus.com' ; 'kenny fernandes (acin)'
Cc: 'vinay gupta' ; charu. [protected]@gmail.com
Subject: re: asus zenphone 2 customer care and product quality issues.

Hi chetan/kenny,

Just a reminder to remind about the date you have given it to me.

I'm waiting to get some response on this case.

Note :- my phone warranty will expire on 09/09/2016.

Kindly, consider this on highest priority.

Thanks,
Vinay gupta
Mb no. :- [protected]
— original message —
From: chetan r. raut [mailto:[protected]@asus.com]
Sent: thursday, august 11, 2016 1:18 pm
To: vinay gupta07
Cc: 'vinay gupta' ; charu. [protected]@gmail.com; 'kenny fernandes (acin)'
Subject: re: asus zenphone 2 customer care and product quality issues.

Dear mr. vinay,

Greeting from asus!!!

As this unit carries 12 months of carry in repair warranty.
We could provide pickup service only for more than 50 km distance between service center and customer location.

Still i'm trying to arrange pickup for your issue as a special case and i will update you with the details by tomorrow 12.08.2016.
Requested to you, kindly wait till tomorrow.

Thanks for your time.

Best regards
Chetan r. raut
Regional service leader
(rest of maharashtra, goa & chhattisgarh) asus technology pvt. ltd.
E-mail: [protected]@asus.com
Toll free no.[protected]

— original message —
From: vinay gupta07 [mailto:[protected]@infosys.com]
Sent: thursday, august 11, 2016 11:29 am
To: [protected]@asus.com; 'kenny fernandes (acin)'
Cc: 'vinay gupta'; charu. [protected]@gmail.com
Subject: re: asus zenphone 2 customer care and product quality issues.
Importance: high

Hi chetan/kenny,

I think my concern about the phone is not important to you.
As, after many reminders to pick my phone i'm not getting any response from your end.

This is the way to treat your customers??

At the end of august month my phone warranty will get over and then you will have the excuse that the warranty is now over, i have been mailing about my address and not getting any reply on that.

If my phone didn't get fixed and warranty gets over who will be responsible???

Then you will say there is some confusion in communication to me???

Kindly, take this as a highest priority.

Waiting for your response to come...

Thanks,
Vinay gupta
Mb no. :- [protected]

— original message —
From: vinay gupta07
Sent: tuesday, august 09, 2016 11:12 am
To: '[protected]@asus.com'
Cc: 'vinay gupta' ; 'charu. [protected]@gmail.com' ; 'kenny fernandes (acin)'
Subject: re: asus zenphone 2 customer care and product quality issues.

Hi chetan,

Kindly, consider this as a high priority.

Kindly, let me know when your concerned person is coming to collect my phone.

Please respond to this mail.

Thanks,
Vinay gupta
Mb no.:- [protected]
— original message —
From: vinay gupta07
Sent: wednesday, august 03, 2016 12:53 pm
To: '[protected]@asus.com'
Cc: 'vinay gupta' ; charu. [protected]@gmail.com; 'kenny fernandes (acin)'
Subject: re: asus zenphone 2 customer care and product quality issues.

Hi chetan,

If you concerned person is collecting my phone in weekdays (mon - fri) then please collect from my office and if collecting my phone in weekend (sat - sun) then please collect from my home.


Office address :-
Infosys ltd.
Plot no. 24 / 3
Rajiv gandhi infotech park
Phase ii, village maan
Taluka mulshi, pune, maharashtra - 411057


Home address:-
Flat no. c-203,
Wakad center,
Near bhumkar chowk,
Wakad, pune, maharashtra


Kindly, let me know when your concerned person is coming to collect my phone.

Thanks,
Vinay gupta
Mb no.:- [protected]

— original message —
From: chetan r. raut [mailto:[protected]@asus.com]
Sent: friday, july 29, 2016 4:51 pm
To: 'vinay gupta'
Cc: vinay gupta07 ; charu. [protected]@gmail.com; 'kenny fernandes (acin)'
Subject: re: asus zenphone 2 customer care and product quality issues.

Dear mr. vinay,

“ thanks for being valued customer for the asus “

Sorry for the confusion,
We had requested to you for postal address, so that we could arrange pick up at your location.
We were waiting for your confirmation and details.

Please let us know if any concern, we are here to help you.
Thanks for your time and patience.

Best regards
Chetan r. raut
Regional service leader
(rest of maharashtra, goa & chhattisgarh) asus technology pvt. ltd.
E-mail: [protected]@asus.com
Toll free no.[protected]

— original message —
From: vinay gupta [mailto:[protected]@gmail.com]
Sent: friday, july 29, 2016 12:34 pm
To: kenny fernandes (acin)
Cc: vinay gupta07; raut chetan (acin); charu. [protected]@gmail.com
Subject: re: asus zenphone 2 customer care and product quality issues.

Hi kenny,

Till now i have not got any response from the concerned person.

Now, in my phone the speaker is not working. : (

Your team is really very irresponsible, they don't care even writing to me.

Kindly, raise this issue further.

Thanks,
Vinay gupta.

On 4/6/16, kenny fernandes (acin) wrote:
> dear valued customer,
>
> thank you for contacting asus technical support.
>
> we apologize for the delay in reply to your email and the
> inconvenience that has been caused in using our product.
>
> we have forwarded your query to the concerned dept. and he will
> further assist you with your queries.
>
> dear chetan,
> please help into the case.
>
> rma. inxk630799
> serial number. f5azfg22n086
>
>
>
>
> thanks and regards,
> kenny fernandes.
> asus india support team
> [http://mailsign.asus.com/op/server.jpg]
>
>
>
> from: vinay gupta07 [mailto:[protected]@infosys.com]
> sent: wednesday, april 06, 2016 1:22 pm
> to: kenny fernandes (acin)
> cc: [protected]@gmail.com; charu. [protected]@gmail.com
> subject: asus zenphone 2 customer care and product quality issues.
>
> hi kenny,
>
> this is regarding the discussion over the phone few days back about
> the customer service, service centre and product quality of asus zenfone 2.
>
> as i have a asus zenfone 2 and i purchased on 8th sep 2015 from paytm.
> from few days of purchase i was facing problem in phone as it was
> getting hanged very frequently, but i ignored and thought it will work
> fine in few days.
> after 6-7 months later the problem increase and on 11th march 2016 the
> phone was automatically doing the multi touch functionality and even i
> was not able to switch it off as the touch was not functional.
>
> i called the toll free number and got the address and timing of the
> service centre in pune, maharashtra (compuage infocom ltd., pune).
>
> i called them and went on 14th march 2016 to get my phone serviced to
> make it properly functional.
>
> they told me that the touch pad is not working properly and they will
> check it more and let us know and it may take 3-4 days to get serviced.
> so, as the service center is very far from my home (approx. 30 km) i
> told them it is possible to repair it and i'll wait for few hrs. and
> provide it to me as i'll have to again take half day leave from my
> office and i'll have to come again to collect the phone, but they said it's not possible.
>
> then i gain went on 17th march 2016 to collect the phone and i got it
> and checked the basic phone functionality and left.
>
> after 5 days on 23rd march 2016, again the phone started functioning
> multi touch and light automatically on - off of the screen.
> i was not able to open the lock and it's doing auto function, but
> after trying few minutes i switched it off, but the phone at that
> time was so hot that i can burst it out.
> so, i placed far away from my place, so it would not harm me.
>
> on the same day i called the toll free number and described all the
> above problem i'm facing in phone to the customer executive.
> i talked the first person neha and told the problem about phone. she
> said to start the phone but it was not getting switched on for the
> re-boot process.
> so, she said i need to visit again to service center (i told her this
> is not my problem to visit again and again to service center, they
> should have tested it properly and hand over to me, i'm not free here
> to take my phone to service center.)
>
> i told her to transfer my call to senior person if she can't handle it.
> she transferred to sme mr. sandeep (not sure about name), again i told
> him the process pheewwwwww.
> he said to hard set the phone to press power button and volume button
> at same time.
> but, nothing happened grrrrrrrrrr : (
>
> he told me to visit the service center again (why should i???), i
> told him this is problem with your service center or you product why
> should i'll go again and again.
> i told him that its arnd. 30 km from my home place, but he said you
> have to.
>
> i told him to transfer my call to your senior person, he was not will
> to transfer my call and either not giving me the appropriate solution.
> after saying may times he transferred my call to senior sme mr gagan yadav.
>
> i told him again the problem and this is 3rd time i'm doing that.
> i told him i won't go to your service center again you guys have to
> take care how you should solve my problem.
> but, he was talking sooo rude that he said you have to go to service
> center and we have no other option and tried to my hang up my phone
> ggrrrrrrrrr : (
>
> again and again he was saying i can't do anything just visit service
> center, and i told him if i'll go i need new hand set because it's not
> possible for me to go again and again or i need my money back.
> he said clearly noooooo.
>
> after around 40 mins. of discussion i was very disappointed with the
> customer service and customer satisfaction words.
>
> i said to him if you are not able to solve my problem then please
> transfer my call to your senior, he said i'm the senior talk to me.
> then he just told his manager name mr dinesh khan (or may be danish
> khan not sure).
>
> i told him to transfer my call he said he left for the day and you
> can't talked to him in rude way.
>
> then i told him to raise the service request for this issue but he was
> not doing that at all. after arguing with him he said i will do it
> next day and mail you regarding that, i told him how much time it will
> take he replied no idea???
>
> after arguing him to some extent level he said he will raise request
> now and i'll get response in 2-3 days. but till today no service
> request is been filled about this issue i'm totally disappointed with
> the customer satisfaction and customer service.
>
> after i waited for a day but there is no mail and no response from his end.
>
> so, finally i went again to the service center and described my
> problem again to them, and met the senior person of technical department mr.
> yogesh.
> i again told him the story phhewwwwwww
>
> he said just hand over your phone to the reception and tell him to
> hand over to me for the finally testing of the product.
> so, i handed over the phone and got the receipt and left for the day,
> they told me to collect on monday.
>
> on monday i called them and after 2 hours of the busy phone of service
> center i final able to make a call, so when i check with them they
> said we are out of stock of motherboard, battery and screen.
> we have placed an order we will get it in the evening and you can take
> you phone on tuesday.
>
> but, again from tuesday to thursday the same reason they told me and
> finally i got my phone on friday (1 april 2016).
>
> again i went 30 km grrrrrrrr.
> i consulted mr. yogesh that he has tested the phone and it should work
> fine now and got signed paper from him what was the issue or what they
> have replaced in phone.
>
> but, after few hours till today, i found that the battery is
> discharging more faster and getting really hot when charging and using
> phone for general purpose.
>
> so, still i'm not satisfied with the product reliability, product
> quality and customer satisfaction.
>
> i'm hopeless and got only this way to approach you guys.
>
> kindly, help me to resolve this issue as i'm getting frustrated day by
> day due to this phone.
>
> kenny please take this forward to your senior so, that i may get the
> best solution to it.
>
>
> for reference here is rma number:-
>
> 1. inxk630799
>
> 2. inxk631540
>
> thanks & regards,
> vinay gupta
>
> [cid:image002. [protected]@01d07385.60b3b8e0]
>
>
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This email and any attachments to it contain confidential information and are intended solely for the use of the individual to whom it is addressed. if you are not the intended recipient or receive it accidentally, please immediately notify the sender by e-mail and delete the message and any attachments from your computer system, and destroy all hard copies. if any, please be advised that any unauthorized disclosure, copying, distribution or any action taken or omitted in reliance on this, is illegal and prohibited. furthermore, any views or opinions expressed are solely those of the author and do not represent those of asustek. thank you for your cooperation.
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