Asus Comes Through!

Will she come back to life?

Previously on the Star Rigger Chronicles…

We left our hero shedding more than one tear over his beloved laptop (It’s dead, Jim), which abruptly died a year to the day after purchase—and muttering imprecations about the manufacturer whose tech support said, “Sorry! Out of warranty!” It was a dark day.

But today, the shrouds of darkness have scattered! After receiving two voicemails from Asus asking if my problem has been resolved (Duh! No!), I (the hero is me) call them back. At first, the answer is the same, only better: “For an estimated $700, we will diagnose your machine and call you with a new estimate, which may be more. If you wish, you may dispute the new estimate.”

“Huh? Dispute the estimate? What does that even mean?”

“You can try to get a discount.”

 Groan. “Look, it died one year to the day after I bought it. Can’t you help me?”

Repeat refrain. Eventually, though, she says, “Let me put you on hold.” I hold. She comes back and says, “We are going to escalate this to corporate. You will get a call within 48 business hours.”

“Forty-eight business—” calculating in head “—does that mean six days?” No, that was just customer-support talk. It means two days.

Two hours later I get a call from corporate. They need a copy of my purchase receipt so they can escalate it again. I find the receipt, and with some difficulty get it scanned to a pdf. (The dead laptop is where I usually handle scanning.)

That was yesterday. Today I get the reply: “Yes, we will fix it under the warranty.”

From somewhere in the clouds, we hear, faintly, the triumphal sounds of John Williams and the London Symphony, playing the Throne Room theme from Star Wars! Yay!

Never give up! Never surrender!

 

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