Asus — Defected new laptop- neither replacement nor refund yet

Address: New Delhi, Delhi

Dear Sir, I am Kunal Sah and work for Pratham Education Foundation. A new Asus notebook was allotted to me for office uses on 19th May 2015. The product comes with one year on-site warranty. On the very first day I noticed that its touch-pad is not working and have some hardware issues. When I lodged a complaint about it to the customer care and did several requests, then they sent an engineer. He couldn't fix the issue and told that it might get replaced and will take 3-4 days. After following them several times, after one month they said that company has no stock and generated credit note which according to them, customer is supposed to go to the vendor and collect the cheque for the same showing the credit note. I do not understand that why then they claim that its a on site service warranty and if they need to refund the money, why they keep me awaited for month long and disturbed my work schedule. Now the vendor is usually not picking the phone and postponing it endlessly. Asus customer service is only giving new dates but not taking any action to resolve it. Interestingly, they have updated in their database that issue is resolved 20 days back. We are in dilemma that whether I will get replacement/refund and when, due to this couldn't order a new laptop and so my work is badly affected. What to do now? After paying so much amount, I am still at the receiving end and Asus is not at all caring for all these problems. I have requested many a times that please connect me with the seniors, but they are not ready to do so. I am attaching the invoice copy with it. Please suggest the needful.