Asus India — Product found defective -No replacement/ refund as per customer demand

Address:

COMPUAGEINFOCOM LTD 2 ND FLOOR, KANDATHIL SHOPPING COMPLEX K.K ROAD, KOTTAYAM – 6866002

Name And Address of Service Centre

COMPUAGEINFOCOM LTD
2 ND FLOOR, KANDATHIL SHOPPING COMPLEX
K.K ROAD, KOTTAYAM – 6866002

Job Sheet / Work Order No

INXWM20010

Dealer Name / Address /email/Contact no (For improving the chance of redressal)

OXYGEN THE DIGITAL SHOP
XIV-748A-G, 749 Old Press Club Building, Near Thirunakkara Maidan
Kottayam – 686001, Phone: [protected], [protected].

Grievance Details

I would like to put forward the harassment I have been facing by ASUS company and their service centre. Since the purchase of the laptop in July 2020 (i.e., 6 months ago), it has been in the service centre for over two and a half months. I was provided with a faulty product and after multiple emails and calls to ASUS, I was denied any kind of compensation or replacement of the product. I am currently an engineering student and I had bought the laptop for my academic purposes and part times jobs to earn some money for expenditures.

I made the purchase of this laptop during the COVID-19 Pandemic and therefore arranging money for the same was tremendously difficult for me as my father didn’t have any source of income then. Since then because of the pathetic service and support I have faced a number of loses academically as well as financially. I would request a replacement of the laptop or a complete refund considering my situation. The detailed information is as follows and all the supporting documents are attached along. For further clarifications, I’ve uploaded all kinds of proof here: http://bit.ly/AsusTUFProof

The Purchase and Initial Problems (23 July 2020):

I had purchased the laptop from OXYGEN, THE DIGITAL SHOP, on 23 July 2020 along with an ASUS branded Backpack a total purchase worth Rs. 1, 07, 300 (The bill is attached below.). I started facing an issue with the laptop’s Wi-Fi connection from the next day of purchase. The laptop would frequently disconnect, offer below 1 Mbps speed on a 40 Mbps home network. Also on reaching home from the store I noticed that the ASUS branded Backpack was torn on one side. I called Prashant Xavier, ASUS Sales Executive at OXYGEN, THE DIGITAL SHOP and explained to him the problems. The executive denied that the Wi-Fi issue calling it impossible to occur and clearly denied the replacement of the product. On telling him about the damaged backpack sold to me denied the replace of that too and asked me to use the damaged product.

1st Service (10 October 2020):

After being fed-up with the inferior internet speed, I was forced to take a Service. The laptop was taken to the service centre multiple times and each time the service centre would say it’s fixed on delivery the problem would still persist. It took more than 1 month to fix the Wi-Fi, and within that time frame, I was told that it is fixed 5 times. The Wi-Fi card used in the laptop by default was a faulty one and the Service team never accepted my claim on the same. The Laptop’s Wi-Fi problem was finally fixed after more than 10 emails sent by me. The laptop was returned to me on 31 October 2020.

(New Problem started, Random Shut Downs) 1 November 2020

The next day onwards after the laptop was returned to me from the service centre another problem started that is, that laptop would simply shut down without any reason or cause. It would happen randomly at any point of time or while using any application and at times this would happen even if the system was idle.

After this shut down I could check in the Windows inbuild application called Event Viewer about the reason for the last Crash/Shut down. Every time the reason was the same, the information obtained is as follows :

Level: Critical
Date and Time:[protected]
Source: Kernel-Power
Event ID: 41
Task Category: 63

The screenshot is attached along.

Since then I didn’t report the problem for the next three months because of the pathetic service offered last time. By that time the same incident has happened over 1000 (One Thousand) Times. But I was forced to report it on 04 February 2021 as this incident had terribly affected my studies and projects I was working on. This incident would destroy the project without any trace of retrieval.

2nd Service (04 February 2021):

The Laptop was again taken to the service centre for repair on 4th February 2021. It took them 1 month to fix the issue. In that 1 month, I had lost a lot of work and facilities for my studies. On 26 February 2021, the laptop was returned to me with 100% assurity from the service centre that the problem is completely fixed and that the incident would never repeat again.

The Problem occurred again (27 February 2021):

In just 24 hours o[censored]se the same problem to which I had asked service occurred twice.

On checking Windows Event the reason was the same, the information obtained is as follows :

Level: Critical
Date and Time:[protected]
Source: Kernel-Power
Event ID: 41
Task Category: 63

The screenshot is attached along.

For over 6 months I’ve been facing some or the other kind of issues with the laptop. This clearly states that I was provided with a faulty and defective product and I’ve been highly harassed by the ASUS Company. I request a speedy action to the same as this incident has highly affected my engineering studies and brought me to serious financial difficulties.