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Member
Posts: 13
Registered: ‎08-06-2017

Repair support for a Brazilian Customer

I am Brazilian and on May 03, 2017 I was at the Best Buy store on Fifth Avenue (Best Buy # 1028, 529 5th Ave) and bought an Asus smartphone model Zenfone 3 Deluxe ZS570KL (I have the invoice for this purchase). On May 6, 2017 I returned to Brazil and since then I had been using the cell phone, and I was very satisfied with it. On June 01, however, it fell from my hand to a height of about 50 cm and since then the touchscreen does not light up anymore (it is always dark). I notice that the cell phone is working, because when I switch the side keys it vibrates and the three icons below the screen light up, in addition the charging light comes on when I plug it into an electrical outlet. I got in touch with Asus Brasil and they answered me (June 2, 2017) saying that as the product was bought outside of Brazil they do not maintain maintenance on my device. I am therefore contacting you, not because I want a correction of my problem using the guarantee of the product, because I am aware that, although it was a single fall, and from a small height, the problem was caused by me. I know that I will pay for the repair of the appliance, and that the product warranty does not cover the problem of the screen, due to the defect that was generated by the fall of the appliance. I'm getting in touch because I need to fix the device and apparently I will not be able to do it here in Brazil.
After only one month of using the product, which cost me just over $ 544, he broke and I am very disappointed with what happened and I honestly do not know how to repair the device. In the months of June and July I have been trying to find the part (touchscreen) to repair my cell phone and I can not find it. Asus Brazil has said that it will not repair my device, maintenance companies in Brazil do not have the part to change the screen of my cell phone. I searched the China sites, e-Bay, in every possible and imaginable, and simply can not find the screen of this model (zenfone 3 deluxe model zs570kl) to sell anywhere on the planet. 
I truly need your help. I can not solve the problem here in Brazil. What I would like you to do for me, and I would be extremely grateful for it, would be that you acquired in the United States the touchscreen of my model of cell phone and sent that piece to my address in Brazil. Obviously I will pay your company for it. I know your company is under no obligation to do this for me, but I make a special request for my case because I made the purchase at your New York store and at the moment I feel like I lost the $ 540 I paid for Product, and this value, for me, as a Brazilian, is no small ...
 
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Registered: ‎09-29-2008

Re: Repair support for a Brazilian Customer

Hello, cesartenfen-

 

I can relate to your disappointment, and it seems like I am prone to accidentally damaging my phones when they are recently purchased. Accidents happen, and I can understand that you see to get the product repaired. Unfortunately, Best Buy does not ship to international addresses. I apologize for any inconvenience that this situation is presenting at the moment, I do have a couple of suggestions you. 

 

The first one is to contact Asus here in the US to see if they can share any known part seller in Brazil, here is the website to their contact support. My other concern would be to contact our PartSearch store, they will only ship to the US, but if you have a family or friend that can accept the delivery and have it ready for your next visit. 

 

I hope these suggestions are helpful. 

 

Thank you for posting, 

 

Karina|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 13
Registered: ‎08-06-2017

Urgent: Repair support for a Brazilian Customer

Hello, Karina,
Thank you for your quick response, especially since it is a Sunday. However, I would like to point out that I only contacted your company because I can not see an alternative to solve my problem. Thank you for your suggestions on how to proceed, but effectively I have tried several alternatives:
1) I got in touch by email with Asus Americana and they advised me to send the device to the United States to check the problem and fix it. It happens that this will cost me a lot more than I paid for the device (I paid $ 544 at its Best Buy store), because when the device returns to my country, it will go through the Brazilian customs and I will be charged at 100% of the value The appliance. It happens that this device is sold in Brazil for about 3,500 reais, which gives approximately one thousand dollars, a value that makes any repair impossible using this option. Not to mention that, in addition to these $ 1,000 tax that would have to pay on the return of the device to Brazil, I will also have to pay for the repair itself of the screen, a value that Asus was not able to tell me with certainty how much would stay, but reported that Could stay close to 300 dollars. There's no way I could pay $ 1,300 to repair a touchscreen of a device that cost me $ 544;

2) in this contact with Asus Americana, at no time did they inform that the repair could be done with Asus Brasileira (which I believe they could "oblige" the Brazilian Asus to take care of my case, since it is an Asus product, Not been purchased in Brazil), nor did they inform locations in Brazil where I could purchase parts for my device. Just remembering, I got in touch with the Brazilian Asus and she refused to fix my device because I bought it outside of Brazil;
3) I have actually contacted about 30 companies that are servicing cellular handsets in Brazil, in the main Brazilian cities (Rio de Janeiro, São Paulo, among others), and none of them have the touch screen to do the I do not have any prediction of when they will have such a piece, since they informed me that their parts suppliers do not have parts for my model (ZS570KL). I believe that for this reason the Asus Americana, nor the Brazilian Asus, informed me options of suppliers established in Brazil where I could acquire the touchscreen for my device, because NOBODY really has such a piece in Brazil. In fact, this difficulty to find such a piece is not restricted to Brazil, I researched on Google the availability of this touchscreen for my model of device and I simply did not find any seller in the world who has such a piece to sell. This is something unimaginable, hard to believe, but I challenge you to try to find some website that has the screen of the Asus Zenfone 3 Deluxe Gold model ZS570KL, ... you will not find ... And adding, besides the original screen, I researched if there would be an alternative screen available that could be used on my device, and I also did not find it on any internet site, from all over the world;
4) This trip I made to the United States in late April and early May 2017 was my first international trip, and also my wife's first, and it was indeed a celebration for my 25th wedding anniversary with my wife. I am telling you this only to point out that I have no family, friends or acquaintances residing in the United States. In this way, I can not buy the part for my device from a supplier in the United States (starting from the difficult premise that there is one that has such a part to sell) and ask to deliver it to some address in the United States, because I do not really know No one to whom I can ask this favor;

5) Since 1994 I use cell phones and NEVER have any of them spoiled because it fell out of my hand. As I recall, there were very few crashes that occurred, and I even remember that several of them were even higher than the fall that occurred with this ASUS device, however none of the other devices (which were not Asus brand) stopped Fall. This fact only highlights me that this Asus device is quite fragile, as I say again, it was only a fall and a relatively low height, about 50 cm. When I went to buy this device in the Best Buy store, I remember that my wife objected to the purchase, stating that it was not a known brand (for her), but at that moment I assured her that it was a very good brand. Now, faced with this problem, I see that although the brand is known (to me), the products are fragile and the technical assistance is terrible. At this moment I am in my hands with a 544 dollar device that does not give me any use, and that I have no prospect that I will be able to fix it one day. Should I throw it in the trash soon, to stop hoping that I can fix it?
6) I can understand that Best Buy does not make international sales or shipments, however I can not understand that Best Buy fails to provide excellent customer service that exceeds the expectation of customers that assert their reputation as a store that has the vision The customer, the store that takes every opportunity that has to show that can provide a spectacular service, and my case is one of these opportunities, because it is something very specific because I am not a resident in the United States and I am facing problems with the product purchased In their store;

7) In addition to all the difficulties reported in the previous items, I would like to emphasize that I do not speak English. For example, this text, like the previous one, I wrote in my language (Portuguese) and translated it into google translate, to then forward to your company. This limitation makes my contacts very difficult, since I can not effectively establish a conversation in English over the phone, which is why I prefer to communicate in writing, because in this way I can translate the texts received and sent;
8) In the face of everything I have said, I believe that Best Buy should review its sales policy in order to assess whether it is worth continuing to sell fragile products from a company that does not have efficient technical assistance and whose spare parts do not Are available for sale nowhere. The point is that these weaknesses of Asus end up affecting the image of Best Buy itself, since by being selling the products of this company, it (Best Buy) is ensuring the quality of such products, and for all that said, This product does not have quality.

I sincerely hoped that Best Buy could buy this piece (touchscreen) for me and send it to me through the post office. Obviously this goes beyond the rule of any company, but when we work to produce customer satisfaction, we eventually have to leave the rules aside and do whatever it takes to achieve our goals. What for me is being very difficult, and at this moment seems impossible, I see clearly that for Best Buy would not be so laborious. Asking for a part to Asus Americana, receiving it and shipping it to Brazil may not be in the rules books of your store, but there is no way to say that this will be hard work for Best Buy to do, why it would not really be . And of course, in the case of this option, I would be fully relying on Best Buy and paying the part and the service in advance in order to guarantee your store that they would not have any financial loss to my service.
Well, but assuming that Best Buy does not want to provide me with excellent service, that it fades the rules of your company, then you would kindly refer my case to a higher instance of Best Buy, some internal body of your company That deal with atypical cases like mine, so they can evaluate other alternatives that could be used to try to solve my problem.
I really do not know how to solve my case, how to fix the device I bought at Best Buy, and I've tried all the more obvious alternatives, without success.

Member
Posts: 13
Registered: ‎08-06-2017

Re: Repair support for a Brazilian Customer

[ Edited ]


Em 7 de ago de 2017 05:55, "{removed per forum guidelines}" <{removed per forum guidelines}> escreveu:
Hi Cesar,

Sorry to tell you that we do not have the Asus zenfone 3 model ZS570KL touch screens;

Thanks for your time.

Best Regards,

Niki {removed per forum guidelines}
Account Manager
Etrade Supply International LTD
{removed per forum guidelines}
{removed per forum guidelines}
HK Add: Tuenen Mun, HongKong
US Add: TX, US
Web: {removed per forum guidelines}

Member
Posts: 13
Registered: ‎08-06-2017

Re: Repair support for a Brazilian Customer

[ Edited ]

Em 6 de ago de 2017 19:44, "EMPR NZ Sales" {removed per forum guidelines} escreveu:
Good Morning Augusto,
Thank you for your email, unfortunately are no longer supplying ASUS parts where you will have to contact ASUS directly for a quotation.
The number to call is {removed per forum guidelines}
I do apologise for any inconvenience caused.

Thank you.


BLAKE {removed per forum guidelines}
Partner & Customer Support Manager


{removed per forum guidelines}

Member
Posts: 13
Registered: ‎08-06-2017

Re: Repair support for a Brazilian Customer

[ Edited ]


Em 7 de ago de 2017 08:20, "contato multicell" <{removed per forum guidelines}> escreveu:
Bom dia
Não temos esse modelo em nosso estoque .
Obrigado pelo contato .



---- On Dom, 06 ago 2017 00:54:18 -0600 DISTRIBUIDORA MULTICELL<{removed per forum guidelines}> wrote ----

Member
Posts: 13
Registered: ‎08-06-2017

Re: Repair support for a Brazilian Customer

[ Edited ]


Em 7 de ago de 2017 05:35, "Neal (Zandparts Support)" <{removed per forum guidelines}> escreveu:
##- Please type your reply above this line -##
Neal
Neal (Zandparts AB)
Aug 7, 10:35 CEST

Hi,
Unfortunately we cannot deliver to Brazil.

/ Neal

Member
Posts: 13
Registered: ‎08-06-2017

Re: Repair support for a Brazilian Customer

[ Edited ]


Em 7 de ago de 2017 03:51, "{removed per forum guidelines}" <{removed per forum guidelines}> escreveu:
Hello Caesar,
Pity that we don't have the touch for Asus zenfone 3 ZS570KL. Smiley Sad

Best regards,
Mandy
{removed per forum guidelines}

Member
Posts: 13
Registered: ‎08-06-2017

Re: Repair support for a Brazilian Customer

[ Edited ]


Dominique replied
Aug 7, 10:11
Hi

I check the stock, sorry for it, we don't stock the one you need.

Best regards

Dominique {removed per forum guidelines}


{removed per forum guidelines}

Member
Posts: 13
Registered: ‎08-06-2017

Re: Repair support for a Brazilian Customer

[ Edited ]

2017-08-06 18:08 GMT-03:00 Augie {removed per forum guidelines}
Aug 6, 2:08pm
Hi Cesar,

Many thanks for reaching out!

As it turns out, we do not sell parts for this phone. However, we have some free repair guides, which you can find here: {removed per forum guidelines}

If there's anything else I can assist you with, please don't hesitate to reach out!

All the Best,

Augie {removed per forum guidelines}
Support Technician

IFIXIT
{removed per forum guidelines}