[Itree1986]

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.


So they sent the report with pics. what should be my response?

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.

t was 1lb short i believe when they finally weighed it and scanned it in

It's Irrelevant.

It could've been tampered with at the depot, hence the discrepancy In weight.

[mothered]

So they sent the report with pics.

Obviously you've boxed them, so do the Images show signs of tampering on the package?

[Itree1986]

So they sent the report with pics.

Obviously you've boxed them, so do the Images show signs of tampering on the package?

yes because i did the different color tape se and slice

[mothered]

So they sent the report with pics.

Obviously you've boxed them, so do the Images show signs of tampering on the package?

yes because i did the different color tape se and slice

Contact them and point out the Inconsistency with the package, then ask them to explain why It wasn't In Its original state.

[Defeat]

@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.

---

@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

---

@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.

---

@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

Can you provide me the email for that corporate office? I have a genuine Asus return to make and they've got my damn warranty date wrong so I have to submit an invoice, but they don't accept email invoices (it was an online purchase). I know from experience Asus support sucks. If you're in NA, you can contact the CEO's office (that might be who you contacted I guess). I'm waiting on them, but it's taking forever.

[Andrea Bags]

did you pay for the label?

[Itree1986]

did you pay for the label?

no they did and they responded that i need to contact fed ex again

---

@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.

---

@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

---

"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.

---

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

Can you provide me the email for that corporate office? I have a genuine Asus return to make and they've got my damn warranty date wrong so I have to submit an invoice, but they don't accept email invoices (it was an online purchase). I know from experience Asus support sucks. If you're in NA, you can contact the CEO's office (that might be who you contacted I guess). I'm waiting on them, but it's taking forever.

hope this helps

ACI-Customer_Care@asus.com

[Defeat]

did you pay for the label?

no they did and they responded that i need to contact fed ex again

---

"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.

---

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

Can you provide me the email for that corporate office? I have a genuine Asus return to make and they've got my damn warranty date wrong so I have to submit an invoice, but they don't accept email invoices (it was an online purchase). I know from experience Asus support sucks. If you're in NA, you can contact the CEO's office (that might be who you contacted I guess). I'm waiting on them, but it's taking forever.

hope this helps

ACI-Customer_Care@asus.com

That's pretty good, they're going to charge me for mine lol.
They responded from ACI-CEO_Feedback@asus.com.
Maybe give that a try?

[Andrea Bags]

how did you get a label from them?

[Itree1986]

how did you get a label from them?

They emailed me the label

---

did you pay for the label?

no they did and they responded that i need to contact fed ex again

---

Can you provide me the email for that corporate office? I have a genuine Asus return to make and they've got my damn warranty date wrong so I have to submit an invoice, but they don't accept email invoices (it was an online purchase). I know from experience Asus support sucks. If you're in NA, you can contact the CEO's office (that might be who you contacted I guess). I'm waiting on them, but it's taking forever.

hope this helps

ACI-Customer_Care@asus.com

That's pretty good, they're going to charge me for mine lol.
They responded from ACI-CEO_Feedback@asus.com.
Maybe give that a try?

I was already in touch with this department