based on your post, you should have contacted xoticpc and if the case was not resolved, filed the complaint against them, instead of asus in the first place 😕
i think you have voided your warranty by modifying stuff in non-user serviceable area; but that should be covered by custom VARs. try contact xotcpc for your case.
Correct. His warranty was technically voided by Xotic and ASUS doesn't have to provide any services to this customer.
If this is true "technically" ASUS should say that the warranty is violated, not take the laptop for repair.
Assuming what he says is true then ASUS service is beyond unprofessional regardless if the warranty is voided, or if hit attitude is not correct, or the post place is not here. If I was in his position I would be more than angry and more than demanding. Now I can't say it should be that way but I can understand the frustration. Again this is assuming all his words are true and the story is not modified in any way to present ASUS in bad light. I would like some official statement from ASUS regarding the case. As we saw one side of the case lets see if ASUS representative would present the other. Just ignoring the case is not a good sign in my opinion (the forum may not be the correct one but the topic is already here).
They wouldn't know until the customer provides the receipt or once the unit has been disassembled and non-oem parts are found. We don't get any custom SKUing that tells the different resellers apart (Besides the B,BB, BBK SKU found on Best Buy units) There's no system that binds the serial number to any specific retailer unless the unit is registered online with ASUS by the consumer or reseller.
Generally with cases like this the customer is better off going to the reseller / retailer 1st (As long as the reseller/retailer PROVIDES a warranty)
We (resellers) have a direct line to ASUS support and can generally cut around the red tape that hinders the call center support.
What does the reseller warranty or changed parts have to do with the poor customer service? They could just take the laptop, disassemble it, see that warranty was violated, assemble it and ship it back. What is so hard about that? Do you need some very special skills to do it? I don't think so.
To be honest if I have read about this before buying ASUS I wouldn't buy it at all. Not only nobody from ASUS responds to this but some reseller decides to blame the customer because he wants to know what is going on with HIS PROPERTY! Are you kidding me here?
I do not have problems with my laptop but I'm already frustrated as he is. This is not how you build reputation and this is not how you build trust!