Got this ASUS ZenBook Flip UX360CA-UBM1T 13.3-inch for the kid for school via Amazon Us for $813 delivered. Unit looks and works great except there is a dead pixel line right across the screen.
Amazon want me to pay for return shipping and will be weeks before it all gets settled. Do I try ASUS for warranty? Heard they are average at best. Unit apparently has 1 yr intl warranty.
Thoughts?
Amazon want you to pay for return shipping, yes. But did you confirm they will reimburse you?
Might be an idea to question that, as there might be a breakdown in communication. Amazon policy is to refund return shipping. Only time they haven't for me was when it cost more than the item itself, so they told me not to bother sending it back.
Edit: They don't refund return shipping in the event of change of mind.
I think they may have changed policy. In the past I have been successful in getting reimbursed for shipping costs in the event of product fault, product not as described etc. My recent experiences have been that they no longer offer this for international returns under any circumstances. They have also stopped offering price guarantee / refund if the item you purchase drops in price before you receive it, etc. They seem to be stepping back from being the most "customer-centric retailer in the world" as they once were.
Yep, they do not pay for International refunds anymore. No where near customer focused.
Really? Since when? I had an issue early Jan and no issues.
That sucks if that's the case.
Be careful if you attempt Asus warranty based on the Asus international warranty. I bought exactly the same model from Amazon (actually two of them). Amazon advertised it with 1 year international warranty, sticker on boxes and enclosed warranty cards with serial numbers stickered on them stating 1 year international warranty (and specifically stating it applies within Australia), but when I contacted Asus asking a basic question they responded saying that they have "North American regional warranty only" and do not qualify for international warranty (they checked my serial numbers in their database). I found this very disappointing / misleading given the amount of information / stickers on product / advertising the international warranty.
I have taken photos and escalated this within Asus Australia and USA - emails back and forth for 2 weeks and it isn't getting me very far…
I know that having imported them means we have no protection with our Australian consumer laws, and it's part of the risk when we don't buy from local sellers, but it has still annoyed me somewhat. Luckily I have no issues needing warranty support so far and the machines are otherwise very nice, so I will keep them. Like you, Amazon offered a refund if I pay to return them, but I'm happy to keep them.
Thanks for the feedback. Sounds like the best thing to do is to claim on credit card the item was not as described and do a charge back!
Spoke to Amazon again and they are crediting me for the shipping costs and also pre-advancing the refund. Took 30min of arguing and escalation but seem to have worked.
I have always had a poor experience with ASUS and over course murphys law proved me right. I really like the look and performance of the laptop but such poor quality control still shows they are still 3rd tier manufacturer and the ASUS poor international warranty is concerning.
Well done! I probably would have returned mine if I could get Amazon to pay for the shipping, but they kept refusing.
In the meantime I'm still waiting on Asus to investigate the international warranty issue. If it comes back negative, I might try Amazon again based on your experience.
Although I wouldn't know what to buy instead. I absolutely love having a passively cooled laptop. What will you replace it with?
I can confirm I have received 2 emails for $82 and $622 stating refund has been issued. I will check CC shortly.
I am having an issue finding a company to accept a laptop that doesn't want a fortune to send it back to Amazon USA. Had quotes of $160 to $259. Insane.
Still don't know what to replace it with. I can get an core M5 version from eBay Australia click and collect from bigW for a staggering $1200. $400 more than I paid from Amazon USA.
…. Still looking, maybe a Lenovo 710s
That sounds promising re: your refunds.
I think I'll still keep mine at this stage because it is a hassle/expensive to ship them back, they were a great price, they are working well for me and I can't find any perfect alternatives.
The passive cooling is a must for me - I hate the fans noise from laptops, especially when using them at night / in bed. I think that counted the 710s out for me when I was looking.
the ASUS poor international warranty is concerning.
ASUS have an international warranty but it works the same as most other manufacturers and if your are a resident or citizen of the country of purchase they cover you when traveling in other countries. They do not cover you if you buy a notebook from the USA to Australia and you're a citizen or resident in Australia.
That is not what I was told by Asus or read in the warranty card. If my units were listed as international warranty in their system, they would definitely warrant it in Australia regardless of where I am resident. This is also what Amazon told me when I ordered them. The issue with mine is that the serial numbers are not listed as having international warranty in their database for some unknown reason. They believe the stock was manufactured to be sold through the Microsoft store in USA which only carries a USA warranty, but they cannot explain why they were then boxed and sold for Amazon which offers the international warranty variant. I am told they are still trying to sort out our within Asus…
I have received on Friday 2 payments from Amazon. One the full refund and the other the funds to return the item. I have found that Australia Post would send the Laptop via EMS courier and it cost $82.87 (3kg) with 3-4 days shipping and signature on delivery. The battery needs to be less than 100whr per battery, the Asus is 54whr
https://auspost.com.au/parcels-mail/postage-tips-guides/dang…
"Regardless of what domestic or international mail service you use, Australia Post can only carry the following types of lithium batteries:
Lithium ion (rechargeable) - 20 watt-hour per cell or 100 watt-hour per battery"
Asus will get it either way, may as well cut out the middleman and try direct. Warranty feedback experiences aren't a reliable indicator of service, it all boils down to who is liable really.
As long as you've got any necessary paperwork that Asus may want, then give it a go. Worst case is they do nothing and give you the laptop back, at which point you start dealing with Amazon anyway.