I purchased an Asus Tuf for $1600 AUD in July 2020 for university. Everything was great until September 2020, overnight there was an update to the computer and then the next day, blue screen with a critical error and the laptop was stuck in a maintenance screen. I rang Asus who told me I would need to send the computer to them in Western Australia, which didn't make sense as I live in New South Wales, and there is a repair centre in Sydney and was quoted a 7-10 day turn-a-round on the repairs. Asus were quick to send through the courier paperwork to have the computer collected, and the next day the courier company took it away. One week later I get a phone call from a printing company in Sydney to let me know that the courier had incorrectly delivered my computer to them and they had accidentally opened the package as they just assumed it was a parcel for their business. They found me by my email address which had my workplace on it.So I called Asus to let them know that the computer was in Sydney with a printing company, and had not arrived in Western Australia at the repair depot. They promised me that they would escalate the case and have the computer collected and repaired. That was 6 weeks ago now, and my computer is still sitting at the printing company in Sydney. Multiple emails and phone calls back and forth with Asus to have the problem dealt with and Asus just keep promising to "escalate" the matter and send me emails apologising for the inconvenience. After emailing the printing company, they have not heard from Asus at all to organise collection of my computer. I requested a refund or replacement computer from Asus as 1) they have not delivered the service they said that they would which entitles me to a refund under Australian laws 2) I have no idea now if my computer is even in the condition I sent it in as it's been sitting on someone's desk in Sydney for 6 weeks. Asus ignore my requests and just keep promising to escalate the case, finally admitting to me on Friday that they will not issue a refund or a new replacement computer until the service team have assessed the computer. Which is absolutely ridiculous since their team has done nothing to retrieve the computer from the address it was left at. So Friday I emailed Asus to let them know that I will be organising the collection of my computer myself as they don't seem to be able to perform a simple task such as having a computer collected and they told me the matter had to be investigated and that's why it has taken so long. Took me half a day to ring the courier company to find out what happened and organise a new courier company to collect my computer from the place it has been left. Somehow after 6 weeks, Asus still cannot manage to do this. I got another email apologising for the inconvenience and frustration it has caused me and they deeply regret that it's taken so long to resolve the matter and that they'll update me once the service team have been updated. What the? I already told them I was having the computer collected myself. Now I am faced with either returning the computer once I get it back to the retailer I purchased it from and allowing them to go through the process of having the computer repaired with Asus, which the company have already told me could take weeks, or just paying for the repairs myself. I've already had to purchase a new computer as I originally bought the Asus for my university studies, and I can't do my assignments without it.Thanks so much Asus for an absolutely shocking experience. I had been really excited about my computer purchase but now I just regret purchasing it and have a bad feeling I just threw away $1600 for a computer that won't do anything.
