MasterC@ASUS wrote:
I have received all relevant info from you, passed it on and escalated the issue. As mentioned, it is always more complicated when multiple regions are involved and you're unsatisfied with the previous offer. Another solution is still being discussed between the regions. Sorry for the wait, will let you know if a different solution has been finalized.
After nearly two years of struggling with this matter, I am more than happy to finally announce that the nightmare has come to an end. OVER. TUTTO FINITO. THE END. Yes, you've read that right. The entire process is yet to be finalized, but I am at ease knowing we're getting there at long last.
A few days ago, I got a phone call from a Serbian Asus representative (who also turned out to be a representative of the entire Balkans) saying I will be issued a replacement unit - same model as mine, brand new, ready to be shipped from their European HQ located in the Netherlands. However, I received another phone call from the same person yesterday morning, saying that the previously proposed idea is not as good as it initially appeared to be, since my laptop was purchased in Switzerland, and due to their specific (I say "retarded") laws regarding bureaucracy, I'd have to wait for 1+ month because the entire process would have to go through them first. Additionally, the Swiss required of me that
I PAY for the laptop's transportation, which even the representative himself recognized as ridiculous. In light of that information, he once again talked things through with his Dutch colleague in the European Asus HQs, and they agreed the only just solution in the end would be to issue me a full refund, since the evidence of my unit's defectiveness is overwhelming (may I remind you that my laptop started malfunctioning two months into its purchase and its condition had been worsening ever since).
It would be roughly two years in March 2019 since I made my purchase, which implies that I would be out of my warranty at that point had this issue not been resolved now, and therefore, with a unit as useful as a brick in my hands. I had initially lost all faith in Asus, and vowed to never buy another Asus product in the future, as well as raise peoples' awareness about my problem, hoping they never run into a similar one themselves, thus avoiding Asus products. However, after thinking everything through, I have come to the conclusion that Asus as a whole is not to be blamed for my case, but rather certain individuals - the Swiss retailer STEG Electronics, who kept denying their responsibility every single time I reached out to them, as well as the incompetent technicians from Computacenter AG CH (an Asus-approved repair center located in Switzerland) who pretty much deemed my machine "in working condition" and "problem-free" every time it was sent to them for repairs. At least the technicians here in Serbia tried to fix it by replacing the motherboard two times, among other things.
Had I not contacted Asus Call Center in Serbia at the time I lost all hope of ever resolving my problem, I wouldn't be writing this today. This way I want to thank
Jelena and
Aleksandra for being really friendly and helpful each time I phoned them regarding my case, and helped spread my story throughout the company. I also want to thank one person without whom the continuation of my tale would not be possible - that person is
MasterC, here on these forums, who kickstarted the closing chapter of this saga. After his timely intervention upon replying to me on this very thread (it caught me off guard as it was much faster than I had anticipated), his
Taiwanese colleague (who I also want to thank despite not knowing who he is) contacted Asus representatives in Serbia, who in turn phoned me the next morning. I hereby want to thank
Predrag as well as his colleague
Ivan, who guided me through finalizing the refund process. My thanks also go to the
Dutch representative who was instrumental in resolving my case. Furthermore, I want to thank everyone else who participated in it behind the curtains. Last, but not the least, I greatly appreciate the help from some ordinary members of this forum who showed various signs of support, as well as providing actual suggestions, possible solutions, helpful information or simple words of kindness that sometimes mean the world.
I am also thankful to those who have been ignorant to my case - the retailer STEG Electronics including some of their employees (while some of their representatives were simply doing what they're told to do, as in doing their job, such as the person who I communicated with through e-mails). Furthermore, it also includes the technicians who worked on my unit in Switzerland's repair center authorized by Asus, as well as a certain Swiss Asus representative who outright refused to talk about a replacement unit after being contacted by my uncle on my behalf. Verdict - stay away from STEG Electronics no matter what, and I'd like to add that Swiss laws are pretty much "open", meaning that in a case such as mine, for example, the customer isn't really protected and is ultimately at the mercy of the seller, where it's simply their good will if they want to issue you a refund, a replacement, or whatever else.
As a bottom line, I also feel the need to add that I have somewhat been touched by Asus' involvement in my case, whose dedication eventually yielded a positive outcome. Because of this, I am eager and willing to continue supporting Asus products - as a matter of fact, my new laptop purchase will most likely be of Asus manufacture, and this is going to happen as soon as my now already ex-unit arrives in the Netherlands HQs and the money gets refunded to my account. However, this entire saga has opened my eyes and I will be much more careful and observant in the future when buying such items.
The final verdict has come almost two years late, but then again - better late than never.
Best regards to everyone,
Marco