I ordered an ASUS ROG laptop (£1350) for my nephew, who is an international student, but unfortunately, it turned out to be faulty. During the initial setup, it prompted for a system update, and during this update, the screen froze and became unresponsive. We contacted ASUS support but received no response, so we decided to purchase another laptop from them (same model) as my Nephew wanted it to complete his Uni assignment, again costing £1350. We also submitted a request to return the faulty laptop.For the past 12 days, we’ve been repeatedly told that a request has been sent to the warehouse to arrange a collection, but there has been no progress. My money remains tied up with ASUS until the laptop is collected and refunded.After reading multiple reviews, I realize that others have experienced similar issues. I only wish I had seen these reviews before placing my order.There is no complaint number or accessible senior staff to address our concerns. I strongly advise others to reconsider before ordering from ASUS, to avoid going through what we have experienced.I am also copying my email chain to them here so you guys can see the proof. From:To:cs@asusstorecoukCc:Tue, 5 Nov at 14:11Hide original messageHi Ian,We have not heard back anything regarding collection.Could you please ask relevant department to provide us collections details?Regards Keyur Adeshra on behalf of Tirth Soni---------- Forwarded message ---------From: cs@asusstorecouk cs@asusstorecouk>Date: Mon, 4 Nov 2024 at 1:02 pmSubject: Re: Fwd: 886038 Collection Details Requested ( TID : 69065 ) ( TID : 69070 )To: xxx>Cc: xxx>Hello,Thank you for your kind reply and the information provided.We have passed this along to the relevant team. Once we receive confirmation regarding the collection, we will get back to you with the collection reference number.In the meantime, if you have any further questions, please feel free to reach out.Kind regards,IanASUS Store CS-----------------------------------From: Keyur Adeshra(xxx)Date:2024-11-01 20:31:18To:cs@asusstorecouk ,CC:xxx ,Please find my answers below.Thanks Yahoo Mail: Search, organise, conquerOn Fri, 1 Nov 2024 at 15:26, tirth sonixxx> wrote:---------- Forwarded message ---------From: cs@asusstorecouk cs@asusstorecouk>Date: Fri, 1 Nov 2024 at 3:24 pmSubject: 886038 - Collection Details Requested ( TID : 69065 )To: xxx>Hello, I hope this email finds you well. Please confirm the below details so we can further raise it for the collection. Collection Address:Contact Name: Mr. Keyur Adeshra Contact Number: 000How many Parcels/Pallets: 1 Laptop BoxI will wait for your reply. RegardsKevinASUS Store CS
