Asus India — problem with my new asus laptop - sold me the used laptop as brand new laptop
UdUDMRaj on Dec 1, 2017
I am muthuraj from chennai, tamilnadu, india.
I got a brand new laptop from a asus laptop shop called "synergy systems and peripherals, nungambakkam, chennai on 2-nov-2017 and i started using it only on 13-nov-2017,
I was not able to use the laptop immediately as i had a personal loss in my family and i had to go out of station to my native place and came back later and had other personal things with regard to the personal loss
When i started using the laptop on 13-nov-2017 i found the laptop was slow and when i did the virus scan, it had trojans and viruses in the laptop. When i got the laptop on 2-nov-2017, i found the mcafee trial version coming with the new laptop, has expired 16 days back and when i asked the sales person, how can it expire when it is brand new laptop, he told me that it has to be registered and did something and got the virus scanner active.
Next thing i found the folders like downloads, documents, desktop, etc created on 7-sep-2017 and the mcafee virus scanner shows the report for last 69 days in the mcafee home page. Yesterday when i scanned i found there were 16 viruses and trojans.
So on 14-nov-2017 morning i took my laptop to the asus store"synergy systems and peripherals", nungambakkam and told him all the problems, but the sales person told me to call the customer care toll free number[protected].
When i spoke to the customer care representative and told him the problems and said, i want this used laptop which has been sold to me as a brand new laptop to be replaced with a brand new laptop, he told me that i have to take this to the asus service center and the laptop service engineer would investigate and would replace the laptop if found genuine.
So i took this laptop to the asus service center at mount road at the following address
F1 info solution and services pvt ltd",
Unit no. 11, 14, 15,
Vgp victory house,
Anna salai, mount road,
The laptop service engineer investigated and told me that someone has used it as the folders like documents, download are created only when doing the logical disk partition and starting the laptop for the first time after the purchase.
So then i made a conference call with customer care representative, laptop service engineer and myself. And updated this to the customer care rep. Then the customer care representative asked the laptop service engineer to provide the solution, the laptop service engineer told me that they only do the servicing and they cannot exchange the laptops and for this i have to contact the sales store from where i bought the laptop.
So the customer care representative asked me to go and speak to the asus store sales person from where i got the laptop.
I told the customer care person that, i went to the asus store in the morning and they told me to speak to the customer care and when i spoke to customer care, they asked me to contact the asus service center and now again you are asking me to speak to asus sales store. Looks like everyone is passing the bug to the other and asking me to go from one place to the other. So at this stage he gave me this mail-id email@example.com, which is the asus head office mail-id and asked me to send a mail and told me that i would get a reply immediately.
So i wrote a mail expecting a positive response from the head office, but till today i have not got any response from asus regarding this.
I also contacted the sales person, at the store "synergy systems and peripherals", nungambakkam, chennai, from where i got the laptop, she told me that she will speak to the company and do the needful as early as possible, but later when i called her, she asked for week time to resolve the issue. I kept calling her daily to find the status, but after a week she stopped picking up my call and even started to disconnect my call.
So finally i am writing this complaint here expecting a quick positive response.
I am attaching images of the laptop screen shots and other details, kindly do the needful to resolve this issue. My email-id is firstname.lastname@example.org.
[Dec 02, 2017] Asus India customer support has been notified about the posted complaint.
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