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2020-01-29
1/5
Computer Malfunctioning Since Purchase and Since Repair
"This is my first time purchasing an Asus notebook; an upgrade for my multimedia design work. I purchased my notebook at the end of August 2019 and the notebook has not been working properly since I started using it.
Issues with the laptop:
- All USB's stop working, so I have to manually unplug and plug them back in; they work for about 10-15 minutes until they stop working again
- My design software freezes mid-use; this is without any internet connection or any other software open. This means I can't use a single piece of software that I purchased this computer to use
- the trackpad sticks while trying to use it; I sit there swiping and the mouse doesn't move
- applications in general won't open; i'll click and click and nothing happens
- my general computer settings are not remembered; have to reset repeatedly
I sent the notebook to the Asus repair department after unsuccessful troubleshoot attempts over the phone. I waited over a month to get the notebook back and the notebook is worse than it was before.
- NEW issue: now the screen starts flashing a black screen and then the computer stops working all together
Since my intention was to use this as my main laptop for my design work, I got rid of my back up not thinking that a brand new laptop would malfunction as this one has. I am being asked to send the laptop back to ASUS for repair, although expedited, so I won't have to wait a month. Unfortunately, I am in a heavy work season and cannot send the laptop off for repair, even if it's just for 1-2 weeks.
Asus is putting me and my livelihood between a rock and a hard place. I can't use the computer for long periods of time, but need it because I have to work and need to pay my bills.
I sent two letters to the CEO. The first, was responded to by the email attendant and they said they would, as mentioned before, expedite my shipping for the second round of repairs and look into why my laptop was not fixed to begin with. I have not heard back or received a follow up on that. Second letter was to inform Asus that I don't have the ability to sacrifice more work days to repair the computer and leaving the ball in their court. No response as of yet."
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