Asus India — refusal to replace defective laptop and promised warranty
GaGarvz on Dec 13, 2017
I have purchased asus x541u laptop from croma retail on 27th sept 2017.
Croma has promised me following :
1. Defect free product from asus.
2. Additional 2 years warranty @rs. 999 from asus
1. Defective product from asus
Just with in 1 month, the laptop started lagging even when there were no applications installed in the system also the laptop makes a humming sound. So i raised a service request with the asus support to rectify the problem, the service engineer recorded the issue and marked it resolved without doing anything and assured us that the problem is solved but just after 15 days laptop went into hung mode and i had to perform recovery to resolve the issue, just after that we observed battery discharge issue with the laptop post which i raised a complaint with asus to provide me a replacement laptop since this laptop was violating basic right of consumer - right to receive a defect free product. So asus kept me busy in mail trails for next 1.5 months and finally came to conclusion that they cannot replace the laptop but replace a part and i would have to continue using this laptop which is already having several performance and hardware issue.
2. Refusal to provide additional warranty at offer price
Asus promised 2 years additional warranty @999 for the purchase made during the offer period. Due to negligence of croma retail, there was an incorrect bill which caused delay in providing correct bill as per the offer conditions mentioned by asus. However after the correct information was produced to asus, i got email for the team to apply for non transferable extended warranty and make a payment in just one day, since i was facing challenges with this laptop so i requested asus redemption team of get a clarification from asus support on progress of dispatching the replacement laptop and extend warranty on this replacement laptop. They did no take any action even after repeated follow-ups on mail trails and calls. They refused to co-operate and finally refused to provide me the promised offer warranty extension.
I being an informed consumer offered asus to verify the defect with and provide me a replacement laptop and extend the warranty on this laptop but asus customer support refused to oblige to any of my request mentioned above. I have invested plenty of time and effort in negotiating with asus and croma retail but i don't see things moving. Finally i had to knock door of consumer compaints to provide me my basic rights of a consumer - a defect free product and promised offer.
[Dec 13, 2017] Asus India customer support has been notified about the posted complaint.
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