ASUS RMA lost my phone

[caleb4jc]

Hi everyone,
Three months ago, I sent my phone in for the second time in its warranty period to get a repair (which is already absurd). This time when I sent it in, I also told them that the return address would be different and promptly provided them with the return address, as the address on file was an apartment I had moved out of. Two weeks later, I received an email notifying me that my device had arrived at the wrong address, on the other side of the country... I then called ASUS and reported this to them, at which point I was told they would have the courier retrieve the package and overnight it to me in the next 14 business days. 14 business days later... Still nothing... So then I called in and was told that they weren't able to retrieve my phone and would begin an investigation which would take no more than 14 business days. About ten days into it, I received an email stating that a phone would be sent to me within the next 14 business days. 16 business days later, I call and ask why I have yet to receive my phone at which point I am told that the claims department is in charge of that and they have yet to start my claim... 3 months later I am still without my phone. Is there anyone out there who has had a similar experience or has any advice?

I also have all of this in writing btw

 

[mhinc]

Hi everyone,
Three months ago, I sent my phone in for the second time in its warranty period to get a repair (which is already absurd). This time when I sent it in, I also told them that the return address would be different and promptly provided them with the return address, as the address on file was an apartment I had moved out of. Two weeks later, I received an email notifying me that my device had arrived at the wrong address, on the other side of the country... I then called ASUS and reported this to them, at which point I was told they would have the courier retrieve the package and overnight it to me in the next 14 business days. 14 business days later... Still nothing... So then I called in and was told that they weren't able to retrieve my phone and would begin an investigation which would take no more than 14 business days. About ten days into it, I received an email stating that a phone would be sent to me within the next 14 business days. 16 business days later, I call and ask why I have yet to receive my phone at which point I am told that the claims department is in charge of that and they have yet to start my claim... 3 months later I am still without my phone. Is there anyone out there who has had a similar experience or has any advice?

I also have all of this in writing btw

Contact the Better Business Bureau
https://www.bbb.org/

Launch a complaint. Leave all your proof. You have this in writing, they will eat it up. They contact the business on your behalf and assist you in a resolution.
You could also threaten legal action, as you have all the necessary proof. It would be free for you as a small claims case.
Their "Claims" department may just fold and settle out of court form just a threat. A well worded letter from you explaining you
are going to take legal action if they don't follow through with their claims in say 5 business days. will light a fire under their ***