Hi people,
Here's the email I sent to asus today, anyone else have similar issues with RMA?
Good afternoon,
As discussed in my calls today, please find the detailed account of my complaint.
I previously sent my RC71L ROG Ally to be repaired for a faulty SD card reader. Logged on 17/07/24.
Serial number: **************
I was provided with an RMA number GBB4S70863 and told that DPD would collect it in a secure storage tote, which they did on 19/0724. I have enclosed pictures of the unit before it was collected. When they arrived, I asked them if they would need the original box for collection which they declined, placed it in a pink tote, took a picture of it and left. I have attached my ring doorbell video footage of the interaction.
I received an email on 22/07/24 from the Asus service Centre informing me that the unit had arrived at the repair shop and that I would receive a diagnosis within 24 hours.
LetMeRepair UK Ltd
1 Langlands Court
Kelvin South Business Park
East Kilbride, G75 0YB
Scotland, UK
Direct +44 1355 241222
Fax +44 1355 246575
Email asus@letmerepair.co.ukI
nternet www.letmerepair.co.uk
After 24 hours I still had not received an update so sent an email to see what was going on. I was informed that the unit is currently under testing and can take 5 to 21 working days for the repair.
In the meantime, I had been checking on the RMA status portal for any updates. The portal states the they are STILL waiting to receive the item.
Today 31/07/24, my day off I decided to ring Asus to see why there has been no update and was asked to send an email which I did. As an afterthought I decided to ring LetMeRepair directly.
During the phone call I was informed that the unit, my RC71L, was received it in a "Soaking" wet state and ruined. Apparently, they have been in touch with Asus who requested a cost to repair the unit, to which they informed me the cost would be over the original price that I paid at launch.
As I am sure you can imagine, this has left me feeling very unhappy and shook to the core. I am not sure who is to blame for this incident, DPD or Asus, either way I expect a full refund for my device plus compensation due to the inexcusable nature of this incident as I have not just lost my gaming console, it was also being used for work projects and personal photos. And not to mention the complete lack of communication regarding the totality of the situation.
I very much look forward to hearing from you within the next 48 hours.
Many thanks,
******* *******
Anyone one with any advice would be greatly appreciated 😕
