Complaint Details

Status	:	Closed
Complaint No	:	0061170/2016
Category	:	Consumer Goods
Date	:	02-05-2016
Subject Line	:	ASUS India - Unethical Practices
Complainant	:	E M V Kumar
Address	:	Unit No 201, 47, 14th Cross/main, Maruthi Layout, Bhuvaneshwarinagar, Dasarahalli, Hebbal
Complainee	:	ASUS
Address	:	402, 4th Floor, Supreme Chambers, 17/18 Shah Industrial Estate, Veera Desai Road, Andheri West

Complaint Details
I had purchased a Asus Zenfone 2 from Flipchart on 23rd June 2015 - Order ID : OD303190699856412600, Invoice no: # BLR_WFLD20150601014391.
My Zenfone2 is a dual sim phone and SIM1 stopped working on 29th February 2016. I went to ASUS Service centre on 1st March 2016 at 1030 hours. The service centre personal rejected my phone issue as Out of Warranty and was directed to go to a 3rd party repairer to get the phone fixed. I insisted for a diagnosis to ascertain the issue but was bluntly denied diagnosis.

This phone has a non removable battery which powers the phone even when switched off by the user. The down side to such a design is it can deteriorate the device if not attended to promptly at the earliest. Being left in the dark, I contacted Flipchart (I purchased the phone from here) and raised a complaint for rejecting a timely diagnosis. After constant followups I got in touch with Mr.Mathew Misquitta who is the senior customer service engineer at ASUS and after detailed explanation and referencing the documentation including photo evidences provided, he assured me of best resolution. Under his direction I re-submitted my phone to the service centre on 11th March 2016 (It is now 11 days and all the while the device was internally powered). I took comfort in his assurances only to realise a email from service centre with a quotation of Rs12164 for replacement of motherboard and relevant parts claiming it to be a water damage. Reverting back to Mathew, he again assured me of the best outcome and to ignore the quotation. I received another email with a revised quotation of Rs8014. I demanded an explanation for rejection of a timely diagnosis for which he had no answer but an apology for the errors of the service centre. He promised me that the matter would be looked into and I would be treated fairly only to receive another revised quotation of Rs5832. I declined the quotation and asked for the repair of the device without any financial implications as it was the gross negligence of the service centre which is supposed to carry out a timely and thorough diagnosis on my first visit and fix the device. It is due to this negligence, the device being powered for such a long duration, resulted in such a costly unnecessary and avoidable repair costs. I have become a victim (and from my experience with ASUS, many innocent customers were and are becoming victims) of the unprofessional ethics, substandard practices and procedures of ASUS and its service centre. Mr.Mathew Misquitta acknowledged and apologised for the errors but pressurising me to pay for their errors which I strongly disagreed. All calls are recorded and logged by ASUS.

The case was passed on to Ms.Pushpa Rani of ASUS and on 28th March 2016, there was a repetition of the case and arguments. She intimidated me that there was CCTV recordings and would be referenced against my claim for which I happily agreed to go ahead. She got back to me the next day at about 1500 hours along with her colleague ARUN on a conference call and there was another attempt of intimidation by them. I questioned the result of the cctv footage and was given a lame excuse that there were renovations and they were unable to access the footage. I did reconfirm that ASUS has all the calls recorded and logged. It was dragging on without any definative resolution. I asked for a response by close of business 30th March 2016. That afternoon I received an email from Pushpa that she would get back to me by Friday 1st April 2016 and have never heard from them till now. I have emailed them again on 13th April and 18th April and there has been no response from them. I have all the emails and shall produce them where necessary.

On 13th April, I again contacted Flipcart for assistance in the resolution. They promised to help me get a resolution but there has been no response from them either so far.

Unprofessional ethics, substandard / mal practices and procedures must be eradicated and companies like ASUS must set a bench mark for others to follow and not other wise.

I don't have their postal address as there was no mention of the postal address in their emails. The above address is an extract from google search.

Personal contacted by email:

ASUS INDIA
Mr Mathew Misquitta – Senior CSE Asus India - mathew_misquitta@asus.com
Ms PushpaRani – ACIN - pushparani_sa@asus.com
Ms Vanirathanvelu – Bangalore customer Service - blrasus_service@f1infoservices.com

CC emails ASUS India:
thouseef.nawaz@f1infoservices.com
ravi.g@f1infoservices.com
cordinator_south@f1infoservices.com

Flipcart - cs@flipcart.com

I humbly request you to help me with justice.

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