I had purchased an ASUS Memo Pad (Tablet ASUS ME – 172V – 1G070A, SSN: D10KBC673471) from IT Arena (6 CR Avenue, 1st Flr, Shop: 116, Kolkata-72, India) on 01 July 2013. A few weeks ago the “System” switch on the tablet stopped functioning. I registered a complaint with the Asus Customer Support (Toll Number: 18002090xxx). The complaint number given to us by Asus was A140433074. Asus Customer Support also forwarded me to the Asus Repair Center (Digicomp Complete Solutions Ltd, 3 Gokul Boral Street, 2nd Floor, Near Hind Cinema, Kolkata-700012, 9133 4066 3317, 65007613, 91 98745 60088). Here our contact person was Mr. Biplab. We went to Digicomp and handed over our tablet for repair. A few days later we were told by Digicomp that the tablet had suffered an internal problem, and although it was within the warranty period, this particular problem was not covered by warranty as it was damaged by the customer (CID = Customer Induced Damage). They said if we wanted it repaired then the motherboard would have to be replaced and it would cost Rs. 7000.00. We refused to accept their argument because if it was a customer induced damage then the tablet would have suffered external damage or at least had some visible scars / marks showing rough handling by the customer. However, there was no external damage or scars. The only problem was internal which logically means that it was a manufacturing issue. We then escalated our complaint to the Asus Customer Support who assured us that they would look into it. A few days later (Friday, 09 May 2014) we received a call from Digicomp (+91 33 3997 6xxx) stating that the tablet had been repaired. We sent our person the next working day to have it collected. Even when collecting the tablet, the person was assured by Digicomp that the tablet had been repaired. However, on inspection it was found that the tablet had not been repaired. Furthermore under physical duress my person was forced to sign that the tablet had been repaired. Very clearly this was a ploy by Asus Customer Support and Digicomp Solutions to get us to take back the tablet and close the issue. When we accosted Digicomp as to why they had called us (from +91 33 3997 6xxx) to tell us that the tablet had been repaired, we were told that they had never called us. They even said that the number “+91 33 3997 6xxx” does not belong to them. However, this number clearly belongs to them. To conclude, Asus Customer Support and Digicomp Complete Solutions Ltd did not honour the warranty agreement, they then lied to us that the tablet had been repaired (so as to close the issue) and then further lied to us saying that they never informed us that the tablet had been repaired.

We request the Consumer Forum to take strict action against Asus Customer Support and Digicomp Complete Solutions Ltd (represented by Mr. Biplab) and to order them to honour the warranty agreement by repairing the tablet at no cost to us.

Complainant Information
name- khozaima e-mail khozaima@zamtek