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Extremely Disappointing Experience with ASUS Customer Service and Warranty

I am writing to formally express my extreme frustration and disappointment regarding the service I have received from ASUS, which has been ongoing since last year. I believe it is necessary to outline the situation in detail to explain why I am now requesting a full refund for the defective laptop I purchased. Last year, I bought a brand-new ASUS laptop from a Staples store in North Carolina. From the very first use, the device showed serious issues, including frequent blue screens and screen glitches. Let me emphasize that this laptop was purchased new, in its original packaging, and not from a third-party or used outlet. Shortly after purchasing it, I had to travel abroad for my studies. While overseas, the laptop continued to fail consistently, making it impossible for me to use it for my academic and professional needs, including architectural software such as Revit, AutoCAD, Twinmotion, and others. I reached out to ASUS support at that time, but I was informed that there were no repair options covered by warranty in the country I was residing in. I had no choice but to wait until I returned to the U.S. Upon my return, I immediately contacted ASUS support. I was issued an RMA, and the laptop was sent in for repair. The technical team replaced the motherboard. However, once I received the device back, it continued to exhibit the same problems—frequent and consistent blue screens. In fact, the laptop has never functioned correctly since the day I purchased it. I contacted ASUS again, submitted multiple video recordings showing the repeated failures upon boot, and was told that I might qualify for a replacement. I was initially informed that I would be presented with a list of replacement options to choose from. However, that promise was not fulfilled. Instead, ASUS made the decision for me without consulting me, and sent a replacement device without my input. Today, I received the so-called “replacement.” To my shock and disappointment, the device is not new. It is clearly a refurbished unit—it did not come in original packaging, had visible fingerprints, smudges, and even food crumbs on it. This is unacceptable. After a full year of dealing with a defective product that never worked, having spent my own money on what was advertised as a new device, I feel absolutely disrespected and insulted to receive a used product—especially when I was never given a choice in the matter. I am now requesting a full refund for the defective laptop I purchased. I hope this review serves as a cautionary tale for others considering ASUS products and highlights the need for significant improvements in their customer service and warranty processes.