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Given used laptop behalf of replacement

Complain ID : CCN035056   55  

Laptop Complaint Complaint Date: September 28, 2021

Hi!
My name is Suraj Deshmukh.It was the 4th of September 2021, I bought a laptop of Asus model number ZenBook Duo UX481FL and Serial number LAN0CV126536432 from *Super Computers,Badnera Road, Amravati. There were no issues while purchasing. As I went home and checked later, I found a bit of charging and heating issues, with the D key on the keyboard slightly down. I called *Super Computers* (Seller) on 10th September and informed in detail about these things ,where I also previously sent them photographs of faulty parts. They suggested me to come visit them.There was no mention of replacement policy or any rules and guidelines of return.


Was it informed earlier, I would have gone some time early. As there was no idea about the return policy ,therefore I took my own time and went there on 25th Sept.I showed them my laptop.They told me that the DOA period which was 7 days is over and suggested to take another laptop home.This is where the problem started as it was never previously mentioned.The mention of complaint was given before the DOA period was over, as done on call on 10th September.

Now ,they gave me a laptop in replacement. But how is this possible if the DOA period was over. This replaced one which I took back home ,was a used one. There was dust all over different ports. It could be easily assumed that it was probably been used by someone before.

We took this used laptop to our seller on 27th Sept as the previous day was a Sunday and so the shop was closed. We informed this whole incident and showed the laptop to the *Area Sales Manager of Asus, Vaibhav Chaudhari.* He spoke with Umesh,the Technician at Super Computers. He suggested laptop be cleaned and returned back.But how is this possible as this is against the Return and Replacement policy.



There is surely a communication gap between Seller and Area Sales Manager. Also, The Manager warned me that there won’t be any extension of DOA Period ,just because I didn’t spoke with him politely ,as per him. And so he resisted to solve anything.Or maybe this is all planned by both. I am attaching here call recordings with seller as well as Area Sales Manager along with video explaining him about the issues. There are chats as well screenshots. Anyone who wants to verify the truth can refer these. I am available for a conversation at 8007800600 and alternative number 8888333212. And you may mail at sswashim@gmail.com.



Whatever this is, a mess has been created and we are being deviated from getting a solution. This is not done. This is not the right behaviour towards a customer. There has to be some ethics in customer service. What we need now ,is either a new replaced laptop or refund of full amount.
And When I enquired about the problem to staff over there they told me continuesly these things are taking place here and are fooling customers as customers are from rural background here..

I believe ASUS is a reputed brand. What I learnt from the incident ,is that they should watch for right people before handing them Distributorship.
Complaint Against : Asus Shop owner,Area Sales Manager And service center

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