Dear Asus Customer Support Team,
I hope this email finds you well. I am writing to express my deep dissatisfaction with the ongoing issues I have been facing with my Asus ZenBook Pro Duo 15, purchased through online portal on myshop.pk and through Computronic Trading LLC Dubai (Order Date: 06-April-2023).
From the onset, I encountered performance-related problems, such as slowness during system usage and memory dump errors resulting in a Blue Screen. Despite following your customer care's initial recommendations, which included driver and BIOS updates, the issues persisted. Subsequently, I visited the Asus Service Centre in Pakistan in May-2023, where my system was received and returned almost a month later in June-2023.
Unfortunately, the problems persisted even after the service centre's intervention. I promptly reported this to the service centre upon receiving my system, and, upon their suggestion, handed it over to them again on 21-July-2023. Since then, it has been almost four months, and I am still without a resolution. Initially, I was informed about the expectation of a new Main Board, which, when replaced, did not resolve the issues. Now, I am told that the screen needs replacement.
This prolonged and unresolved situation has caused significant inconvenience and financial losses, considering the substantial investment made in acquiring this system. As a business user, the inability to utilize the system for its intended purpose has been frustrating, compounded by what I can only describe as a less-than-satisfactory experience with Asus customer service.
Given the circumstances and the extensive duration of this issue, I am left with no option but to request a comprehensive resolution. Ideally, I expect a brand-new Asus ZenBook Pro Duo 15 an upgraded model that meets or exceeds the specifications of the current system. As a loyal customer, I believe this is a fair expectation, considering the extended inconvenience and financial implications I have faced.
Regarding my recent conversation with the technical support team at TECH SIRAT TECHNOLOGIES (PVT.) LTD. in Pakistan, there have been multiple attempts to address the persistent issues with my laptop. They informed me that they've replaced the motherboard twice, both screens, and the hard drive, yet the problem persists. Surprisingly, they are now awaiting the replacement of the motherboard for the third time. This situation seems incredulous and frustrating.
After nearly a year of waiting, my laptop remains unusable for my business purposes. I find it unacceptable that despite numerous interventions, the problem persists, leading to a growing sense of frustration. I am not interested in the constant troubleshooting; rather, I simply desire a brand-new machine that functions as intended, considering the investment I made.
The prolonged delay and the continuous back-and-forth are adversely affecting my business operations, and the overall experience is testing my patience. At this point, I am questioning the professionalism and effectiveness of Asus's support for professional and business clients.
I urge for a swift and definitive resolution to this matter. I have been patient throughout this extended process, and it is now imperative that a satisfactory solution is provided at the earliest convenience. Your prompt attention to this matter is not only expected but necessary to restore my confidence in the product and the support services associated with it.
Current Ticket number managed by Tech Sirat Technologies: IMEI: NBN0**********
Serial no: NBN0CV*******
Thank you for your immediate attention to this matter.