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+--- Thread: Asus se (/Thread-Asus-se--162042)
Asus se - Itree1986 - 05-21-2022
So a few weeks back I attempted to se asus using the serial number method, everything seemed like it was going good until they did the fedex investigation appaprantley the weight that fedex registered was roughly 1 lb shy of the weight of the item. I guess they did not weigh it immediately and the dry ice sublimated some. asus is now telling me that i need to contact fedex moving forward because they denied the claim, Is there any advice for this situation or should i just call it a day and learn from the experience?
RE: Asus se - mothered - 05-21-2022
Quote:So a few weeks back I attempted to se asus using the serial number methodPlease elaborate on your SE.
Quote:asus is now telling me that i need to contact fedex moving forward because they denied the claimWhat was their exact response/message?
RE: Asus se - Crumz - 05-22-2022
Tell them that FedEx suggested there's nothing they can do regarding this and that you were instructed to contact Asus as it's appearing as delivered, try calling them about it instead.
RE: Asus se - mothered - 05-22-2022
@Itree1986, any updates?
RE: Asus se - Itree1986 - 05-22-2022
(05-22-2022, 04:21 PM)mothered Wrote: @Itree1986, any updates?"We are sorry to hear that you are not satisfied with our response. If you believe that there was an issue with FedEx scanning in your unit, we recommend that you dispute with FedEx directly. Unfortunately, we will not be providing a resolution as we have not received your physical unit and FedEx has confirmed with ASUS that the scanned weight is accurate. "
My name is Nina and I'm reaching out to you from the ASUS Corporate Customer Care team. Your case and contact information were passed to me for review by our CEO team. I will be your point of contact moving forward so please respond directly to this email.
We understand that you've shipped a notebook to us for servicing. Unfortunately, we've received a box with only styrofoam in it and no unit. FedEx has confirmed that when the package was dropped off, they scanned the package as 3.1 pounds. The weight of the notebook alone, without packaging, is roughly 4.2 pounds. Due to the discrepancy, we submitted a claim with FedEx for further assistance. This claim was denied as they confirmed the weight is correct.
(05-22-2022, 04:21 PM)mothered Wrote: @Itree1986, any updates?
Those are the 2 more recent responses. sorry if i am a little delayed in response been busy.. i will check this hopefully tonight again
(05-22-2022, 11:40 PM)Itree1986 Wrote:(05-22-2022, 04:21 PM)mothered Wrote: @Itree1986, any updates?"We are sorry to hear that you are not satisfied with our response. If you believe that there was an issue with FedEx scanning in your unit, we recommend that you dispute with FedEx directly. Unfortunately, we will not be providing a resolution as we have not received your physical unit and FedEx has confirmed with ASUS that the scanned weight is accurate. "
My name is Nina and I'm reaching out to you from the ASUS Corporate Customer Care team. Your case and contact information were passed to me for review by our CEO team. I will be your point of contact moving forward so please respond directly to this email.
We understand that you've shipped a notebook to us for servicing. Unfortunately, we've received a box with only styrofoam in it and no unit. FedEx has confirmed that when the package was dropped off, they scanned the package as 3.1 pounds. The weight of the notebook alone, without packaging, is roughly 4.2 pounds. Due to the discrepancy, we submitted a claim with FedEx for further assistance. This claim was denied as they confirmed the weight is correct.
(05-22-2022, 04:21 PM)mothered Wrote: @Itree1986, any updates?
Those are the 2 more recent responses. sorry if i am a little delayed in response been busy.. i will check this hopefully tonight again
and to add a little more context. i told them my unit was unresponsive and i could not get anything to work. They told me to send it in and so i did with stated method and its been almost 2 months now i think and they are just telling me that they will be doing nothing, i have not called fed ex yet or responded to them in a couple days
RE: Asus se - mothered - 05-23-2022
(05-22-2022, 11:40 PM)Itree1986 Wrote: and to add a little more context. i told them my unit was unresponsive and i could not get anything to work. They told me to send it in and so i did with stated method and its been almost 2 months now i think and they are just telling me that they will be doing nothing, i have not called fed ex yet or responded to them in a couple daysYour claim has been clearly declined for the following reason:
Quote:FedEx has confirmed that when the package was dropped off, they scanned the package as 3.1 pounds. The weight of the notebook alone, without packaging, is roughly 4.2 pounds.
Tell them you've sent the notebook, and ask them to provide a report on the condition of the package when they received It.
RE: Asus se - Itree1986 - 05-23-2022
(05-23-2022, 02:32 AM)mothered Wrote:(05-22-2022, 11:40 PM)Itree1986 Wrote: and to add a little more context. i told them my unit was unresponsive and i could not get anything to work. They told me to send it in and so i did with stated method and its been almost 2 months now i think and they are just telling me that they will be doing nothing, i have not called fed ex yet or responded to them in a couple daysYour claim has been clearly declined for the following reason:
Quote:FedEx has confirmed that when the package was dropped off, they scanned the package as 3.1 pounds. The weight of the notebook alone, without packaging, is roughly 4.2 pounds.
Tell them you've sent the notebook, and ask them to provide a report on the condition of the package when they received It.
ok i requested the report and i will update as soon as possible
RE: Asus se - mothered - 05-23-2022
(05-23-2022, 02:52 AM)Itree1986 Wrote: ok i requested the report and i will update as soon as possiblePlease do.
RE: Asus se - Itree1986 - 05-24-2022
(05-23-2022, 03:39 AM)mothered Wrote:(05-23-2022, 02:52 AM)Itree1986 Wrote: ok i requested the report and i will update as soon as possiblePlease do.
We have received an package with only styrofoam inside. There was no product received with the package. Supporting this is the weight of the package that FedEx has scanned when the package was dropped off. The package could not have included the notebook as the notebook weight itself, without packaging, is heavier than the package that was scanned by FedEx. Since we have not received the physical unit and there's no indication that the notebook was shipped to us, we will not provide any further assistance.
We recommend that you work with FedEx if you believe they had made an error with the weight. Thank you for your understanding.
this was their response. it was 1lb short i believe when they finally weighed it and scanned it in
RE: Asus se - mothered - 05-24-2022
(05-24-2022, 06:47 AM)Itree1986 Wrote: We have received an package with only styrofoam inside. There was no product received with the package. Supporting this is the weight of the package that FedEx has scanned when the package was dropped off. The package could not have included the notebook as the notebook weight itself, without packaging, is heavier than the package that was scanned by FedEx. Since we have not received the physical unit and there's no indication that the notebook was shipped to us, we will not provide any further assistance.They haven't replied with what you've asked of them - the condition of the package when they received It, and not Its contents.
Tell them that you require evidence of that. The point to this, Is that someone tampered with It In transit, hence they didn't receive the product - which Is why you need proof of the package condition from them.
(05-24-2022, 06:47 AM)Itree1986 Wrote: t was 1lb short i believe when they finally weighed it and scanned it inIt's Irrelevant.
It could've been tampered with at the depot, hence the discrepancy In weight.