Anna Hsu,
CEO at Computer Upgrade King
Richmond, Virginia Area
Dear Ms.Hsu,
On December 4th 2018, I purchased a CUK ROG Zephyrus M Notebook for $2499.99 including a year warranty. On October 5th 2019, the SSD malfunctioned. On October 7th, I contacted support (cc) to inform them of the issue. Christopher Murray (cc) responded requesting the serial number, which I provided. On October 8th, he walked me through troubleshooting it, which didn't fixed the issues. We tried this, back and forth for several days. Eventually he provided with a copy of an RMA in order to send in my computer for repair. I sent my computer on October 9th, through UPS. On October 16th, I received an email from Austin Oakes (Research & Repair Manager at CUK) (cc), where he informed me that the repairs where completed successfully and my computer was ready to be shipped back to me. I provided him with my address, and he mailed my computer back to me. On October 21st, I received my computer physically damaged with 2 broken pieces. I immediately emailed Christopher Murray informing him of the damages and attached pictures of my computer's damage. He replied by asking for a picture of the box, which I complied. He informed me he will file a shipping claim, and likely UPS will come and inspect the unit. 8 days later, on October 29th, I got an email from Christopher, letting me know he will update me once he had more information on the status of the claim. I waited a few days, and on November 4th, I wrote to Christopher letting him know that I would be leaving the country soon and I needed to know how long the process would take and if there was anyway for me to speed it up. He replied by apologizing for the delay, and informing me that based on a conversation he had with UPS, the claim would be paid. He wrote: "...this in mind, i am going to get a new unit pulled and build for you to get you back up and running." I replied with my address expecting to receive my new computer promptly. On November 5th, Christopher emailed me letting me they did not have a replacement for my damaged unit, but he was waiting for parts to repair my original computer. I found this very odd, since UPS had already paid the shipping claim. Later on the day on November 5th, I received an email from Anthony Iverson (cc) informing me that the ASUS portal use to order parts was undergoing maintenance therefore they were unable to order the replacement parts for my damaged unit. On November 8th, I emailed Christopher to ask for any updates. Jesse (no last name - Customer Service Representative at CUK) send me an email informing me they were waiting for the parts to arrive by the following week, and once they did receive it, they will repair it and send the unit back to me.
I consider myslef a very patient man, I have paid fully for a computer and a warranty. I followed all the instructions and completed all the forms. It has been 9 DAYS since the last time I got any information from any of the above mentioned employees at CUK. At this point, it's been more than 45 days dealing with this simple repair. This lack of professionalism and inability to fulfill your company's end of bargain has caused extreme damage to my livelihood. I am soon to take a years long trip and it is imperative I take my private property with me. Property I might add, that has been fully paid by me and by the UPS shipping claim.
Ms. Hsu, giving the blatant inability of your employees to complete their work in a professional, honest and timely manner, I am writing directly to you in hope that at least one person has the intention, capacity and managerial skill to complete and solve this present issue. My computer is how I make my living, 45 days without being able to use it and the days that will follow this email are only gravitating the economic damage I am sustaining.
At this point, and giving that the computer has been paid twice, all I ask for is a complete and full refund.
I urge you to take quick and swift action to solve my problem.
Sincerely,
Jesus Gamarra read more