Patrick,
If you had taken the time consider this properly you would have, at least, read the title and familiarized yourself with the product first rather than a off hand response. The Notebook X501A does not come with a CD/DVD drive. This was actually part of the selling features "no cumbersome drives", "any laptop issues just reset it". In the past I have always had a recovery disc but on the sales pitch from Curry's and assuming ASUS knew what they were doing I proceeded and bought this item.
Now instead of looking to resolve this issue either working with windows for a patch or at least provide a download file to put on a USB stick you hit people with "pay us to fix, otherwise, go speak to someone who gives a
s@it". Note this is NOT my fault and is between ASUS and Microsoft.
I am probably not the first that has had to come in here and be met with a total lack of customer care so I would like this to be escalated.
---------- Original Message ----------
From:ASUS TSD
To:
Date:
Dear Mr K,
Thank you for contacting ASUS. There was indeed a bug in the Windows 8.1 software update which can corrupt the recovery partition. This bug has affected more manufacturers.
However, if you did not create your own recovery media when you purchased the notebook as advised, there is also a prompt up message reminding you to create recovery media and taking in consideration your unit is now out of warranty, we can only advise of the following;
1. purchase recovery discs through our Service Shop here;
https://serviceshop.asus.com/GB/EN/index.aspx
2. contact your local IT shop to see what they can do for you.
3. raise an chargeable repair with ASUS.
To raise an RMA repair request with ASUS, make sure that you back up all your data, read the terms and conditions and proceed with the following steps:
1. Go to the following URL:
ASUSTek Computer Inc.
2. You will see a page of instructions, as well as terms and conditions.
3. Please ensure you read through all the instructions and are ready to proceed.
4. Fill in the warranty application form with all appropriate information.
For assistance in locating your device's serial number please visit
ASUSTeK Computer Inc. -Support- How to find product Serial Number
Please make sure you include all components required for operation such as the battery and charger.
Once you have submitted the online form, you will get a page advising of a response within 48 hours from our repair team with how we will resolve your query and collect the item.
If possible, please take a few photos of your unit prior to shipping as this will aid in case something should happen either during transit or at the repair centre.
The average repair turnaround time for an in-warranty repair is 10 business days from receipt of unit. If parts are required from the manufacturer plant then it can take up to 31 calender days. When the unit remains unrepaired by 31 calender days, someone will contact you regarding alternate solutions.
Please be aware of any potential costs if the unit is out of warranty, has customer damage or if there is no fault found. These costs include logistics & inspection and the cost of labour & parts+VAT. Details can be found in the Terms & Conditions at the bottom of the repair form.
To obtain a quote the device must first be sent off to the repair centre and you will be emailed within five working days for the total cost of the repair.
Once the repair has been paid for, the repair would then be carried out.
If you do not wish to pay the total sum of the repair, you are still liable for the courier fee.
If you have any further questions, please do not hesitate to contact us.
Kind regards,
Patrick K
ASUS UK Support Team
Hotline: 01442-265548
Website:
www.asus.com
Email:
Runtime Error
---------- Original Message ----------
From :
Sent :
To : "
techsupport@asus.com"
Subject : Re:Re:<TSD> Notebook X501A
Your solution to a compatibility issue created by ASUS is for me to pay you for the
privilege to resolve it?
It is widely reported on the internet that the ASUS reset/restore feature was crippled
when upgrading the operating system from windows 8.0 to windows 8.1 even though
your support website advises people to upgrade !!!
I suggest you provide a solution that either i can implement easily or waiver the costs
and provide a more expedited turnaround for resolution.
---------- Original Message ----------
From:ASUS TSD
To:
Date:
Dear Mr K
Thank you for contacting Asus Technical Support. Unfortunately as you have already
tried a full factory reset and this has not solved the problem.
I advise booking the device in for repair at our service centre.
Please follow the instructions below to book the repair.
To raise an RMA repair request with ASUS:
1. Go to the following URL:
ASUSTek Computer Inc.
2. You will see a page of instructions, as well as terms and conditions.
3. Please ensure you read through all the instructions and are ready to proceed.
4. Fill in the warranty application form with all appropriate information.
For assistance in locating your device''s serial number please visit
ASUSTeK Computer Inc. -Support- How to find product Serial Number
Please make sure you include all components required for operation such as the
battery and charger.
Once you have submitted the online form, you will get a page advising of a response
within 48 hours from our repair team with how we will resolve your query and collect
the item.
If possible, please take a few photos of your unit prior to shipping as this will aid in
case something should happen either during transit or at the repair centre.
The average repair time is 10 business days from receipt of the unit depending on
spare parts availability.
Please be aware of any potential costs if the unit is out of warranty, has customer
damage or if there is no fault found. These costs include £45+VAT for logistics &
inspection and then the cost of labour & parts+VAT. Details can be found in the Terms
& Conditions at the bottom of the repair form.
Let me know how you get on, and if you have any further technical queries,
please feel free to contact us again offering as much information on the issue as
possible.
Kind regards,
Paul
......
From :
Sent :
To : "techsupport@asus.com"
Subject : Notebook X501A
[Problem Description]
I was looking to restore this pc back to factory settings following your instructions but
it
doesn''t work. Using the restart F9 method it says that an image file is missing. I
have
changed nothing on this pc. After some searches on the internet many have said
there is an issue when you accept the windows update from 8 to 8.1 which appears
to
create issues with the restore/reset feature. Please advise.