Dear ASUS,

This letter is from a dealer who is very disappointed in your service. We will re-tell the chronology, please read if you do mind of our complaint.

We are ASUS DEALER in INDONESIA, by the name of : Shin-Ra Tech. We have since approved as ASUS PARTNER. We mostly got our ASUS product from MASTER DEALER, and DISTRIBUTOR like : ASTRINDO and SYNNEX METRODATA. All those time as ASUS PARTNER, we have complaints, from the ASUS PRODUCT that we sell, like :
- ROUTER N12HP signal suddenly drops,
- LAPTOP X200 got a blank screen after 2 months of end-user uses it
- MOTHERBOARD have no display
- and so on
but mostly can be resolved even though some were not on timely manner, we can still manage to squeeze our customer to accept the condition, thus, no complaint were made.

Our main problem starts on Early MARCH 2014, our trusted distributor got us on a lunch and throw us gimmick on ASUS ZENFONE. To be frank, at first there is slight interest in the product, because the build quality was good, and the price tagged was generous. But we are still somewhat hesitant because we (OF COURSE) need to make a comparison between some products like : L***** , O*** and S********. After some persuasion from PRINCIPALS and SALES, we finally decided to take on the offer and do PO (Pre Order), and when we asked them, can we make strategy on OPEN PO FOR CUSTOMERS, they unreluctantly tell us to do so, because that can boost the sales and eagerness of customers. They said the product may arrive as early as late MARCH.

After some waiting from late MARCH (1st time customer got delayed), early APRIL (2nd time customer got delayed), mid APRIL Launching (3rd time customer got delayed). We know the launch date because we also got invited to the launching on April 15th, 2014, but without knowing why, the invitation got cancelled, while asking to the PRINCIPALS as to why it got cancelled, is ignored, we don't really mind the cancellation, but we do mind the feigning ignorance. After the launching, they said that the first batch is not even enough among MD. Therefore, we couldn't get our hands on the product and need to wait for the next batch, thus making our customers disappointed in us.

And today as of late APRIL, after some conversations, it was revealed that even the second batch product might not be enough, and we might not been able to give each one of our customers, the ZENFONE that they already PO. (4th time customer got delayed). We already do whatever we can for customer from early APRIL, reminding and pushing the MD and DISTRIBUTOR to make order to ASUS, but they said that they already, but still don't get enough quota from ASUS, and it's not even them who wanted this situation to occur. They said that ASUS product got held in customs and need clearance. But, as we understand that ASUS is not a new brand of IT. In INDONESIA itself, ASUS already has product ranging from monitor, motherboards, laptops, routers, memopad, padfone, etc; therefore to us that reason is quite absurd, because :
- Every quarter of the year, ASUS managed to pull out new laptop, tablet, padfone model without the hassle on customs,
- There is already ZENFONE product that's already being distributed by some MD in JAKARTA (only distributed to those close to them, therefore we can't get our hands on them)

On mid APRIL, we already advised ASUS PRINCIPALS and DISTRIBUTORS to help dealers have letter of understanding from ASUS which states that, the ZENFONE product will be delayed until further notice. So there won't be any negative feedback to dealers or to ASUS from our customers. But our advise were obviously IGNORED by some PRINCIPALS, and even the DISTRIBUTOR can't be of much help because at the end, ASUS should be the one who have the responsibility for their product.

At first we are eager to help ASUS market the ZENFONE product, as time goes on -from our own sense of responsibility- we even gave our customers some compensations like free micro sd card, etc. But now, we are already at our limit to handle the disappointment of our customers because of one product ASUS ZENFONE, therefore we contacted one of your PRINCIPALS to help us resolve the problem and gave us a definite date as to make the customer feel satisfied. But after some conversations, we feel like ASUS can't help us much, and wanted us to resolve the problem on our own. Therefore we threatened to cancel the product as we are deeply disappointed in ASUS. And to our dismay, the PRINCIPAL accepts just like we are some tissue paper that can be used and then thrown after. Before, we're trying our best not to cancel anything as that will hurt the connection between customers, us, and ASUS. But it seems futile now.


Therefore, we made this letter of disappointment specially to tell ASUS and fellow DISTRIBUTORS as to how we feel as an ASUS PARTNER and as a DEALER; and in general, to show our customers that we are not ignoring them and we are trying our best to find the best solution for them. We hope to see your prompt reply regarding this situation before we make an open-letter to the media.


Regards,

Robin
Shin-Ra Tech
Jl. Merak Jingga No. 138
061-4566321
shinra_tech@yahoo.com

ASUS REPLY EMAIL

Dear Ms. (edit for privacy)


Thank You for the quick response. I'm glad that you can help us find the solution to the problem after our phone conversation. To maintain our relationship, we will keep joining the ZENFONE program that you offered before. Please make arrangements to the program that might have been cancelled by your staff before.


Regarding the PO, I'm also quite sensible as to not make ASUS share too much of the quota with us when it's already not enough in your end. I have attached the list only for those who have paid us in full amount (please see attachment). We will sort things out with customers who haven't paid in full amount by using the delay email from ASUS.


As for our DISTRIBUTOR for ZENFONE, we mostly do contact (edit for privacy) of SYNNEX METRODATA MEDAN. He is the one who is most helpful for us to do the follow up and keeps us in patience.






Regards,

Robin
Shin-Ra Tech
Jl. Merak Jingga No. 138
061-4566321
shinra_tech@yahoo.com

ASUS REPLY EMAIL

Chat with Willy Victor on May 2, 2014
robin *nerd* yg mo beli komputer call 061-4566321: Halo... asus zenfone gmn ya? Cust dah pada tny2 terus nih... warna hp mereka jg dah mau di book.
Willy Victor: Blm r bro X_X
robin *nerd* yg mo beli komputer call 061-4566321: Jd gmn ya
robin *nerd* yg mo beli komputer call 061-4566321: Kita dah dikejar2 cust terus nih
robin *nerd* yg mo beli komputer call 061-4566321: Mereka takut gk ada brg n gk dpt warna
Willy Victor: Minggu dpn bro
robin *nerd* yg mo beli komputer call 061-4566321: 16 launching gmn dong bro?
Willy Victor: Brg ud nyampe jkt seh
robin *nerd* yg mo beli komputer call 061-4566321: Tp kan ketahan di bea cukai?
Willy Victor: Hrsny minggu ini ato paling lmbt minggu dpn metro medan ud bs jual
robin *nerd* yg mo beli komputer call 061-4566321: Mau suatu kepastian lo... soalnya cust kejar terus... takut kehabisan brg, n gk dpt warna
Willy Victor: Pasti au neh bro
robin *nerd* yg mo beli komputer call 061-4566321: Ada surat dr asus ato gmn gk bro? Soalnya kl w blg ke cust gitu aja, kata2 dealer mgkn gk akan seampuh kata2 asus.
Willy Victor: Gk ada r bro
robin *nerd* yg mo beli komputer call 061-4566321: U bs email ksh w satu buah melalui email asus u yg mrnyatakan mmg ada keterlambatan dr asus?
robin *nerd* yg mo beli komputer call 061-4566321: Bos... gmn yah kbr pastinya?
robin *nerd* yg mo beli komputer call 061-4566321: W dikejar2 cust... berita detik com dah keluar

Chat with Steven soen ® - Asus on May 2, 2014
robin *nerd* yg mo beli komputer call 061-4566321: Halo bos
Steven soen ® - Asus: Hallo ko
Steven soen ® - Asus: Y ko
Steven soen ® - Asus: Gimana
Steven soen ® - Asus: Kalau ni ko robin mana ya
Steven soen ® - Asus: =)
robin *nerd* yg mo beli komputer call 061-4566321: Shin-Ra Tech
Steven soen ® - Asus: Ow iy ko
Steven soen ® - Asus: Gimana ko
Steven soen ® - Asus: =)
robin *nerd* yg mo beli komputer call 061-4566321: Zen kpn masuk medan
Steven soen ® - Asus: Untuk display program y ko
robin *nerd* yg mo beli komputer call 061-4566321: Display program udah ambil. Unitnya sendiri kpn masuk
robin *nerd* yg mo beli komputer call 061-4566321: Sampe skrg blm pegang unit asli selaen wkt gathering metrodata di akhir maret
robin *nerd* yg mo beli komputer call 061-4566321: Halo
Steven soen ® - Asus: Ya ko
robin *nerd* yg mo beli komputer call 061-4566321: Zenfonr kabarnya gmn y
Steven soen ® - Asus: Belum.msuk ko
Steven soen ® - Asus: Sabar y ko
Steven soen ® - Asus: =)
robin *nerd* yg mo beli komputer call 061-4566321: Kpn masuk
robin *nerd* yg mo beli komputer call 061-4566321: Kita ditanyain terus
Steven soen ® - Asus: Sorry y ko
Steven soen ® - Asus: Ni uda telat masuk nya
Steven soen ® - Asus: Kemungkinan nya pertengahan mei ko
Steven soen ® - Asus: Itu pun belum banyak
robin *nerd* yg mo beli komputer call 061-4566321: Mundur lg?
Steven soen ® - Asus: Koko kemaren ambil lewat agp mana
robin *nerd* yg mo beli komputer call 061-4566321: Kmrn dah masuk dikit, kita gk dpt. Skrg masuk dikit lg pertengahan mei?
robin *nerd* yg mo beli komputer call 061-4566321: Metrodata
robin *nerd* yg mo beli komputer call 061-4566321: Ampun lah
Steven soen ® - Asus: Ow
Steven soen ® - Asus: Koko sering fu jemmy z ko
Steven soen ® - Asus: Atau agp yabg oegang fokus
Steven soen ® - Asus: Inti
Steven soen ® - Asus: Utama jaya
Steven soen ® - Asus: Minta alokasi untuk koko
robin *nerd* yg mo beli komputer call 061-4566321: Kita dr sblmnya dah minya
robin *nerd* yg mo beli komputer call 061-4566321: Tp katanya cm jkt aja yg dpt
Steven soen ® - Asus: Maksudny ajakarta z yang dapat
robin *nerd* yg mo beli komputer call 061-4566321: Padang w liat dah dpt.
Steven soen ® - Asus: Semua daerah juga dapat ko, tapi quantity kna gak banyak ko
Steven soen ® - Asus: Lu harus rajin2 fu metrodata
Steven soen ® - Asus: Atau erajaYa
Steven soen ® - Asus: Data script juga ko
robin *nerd* yg mo beli komputer call 061-4566321: Kl kita yg fu terus, mereka blg dr asus gk ada brg gmn dong?
Steven soen ® - Asus: Y jaga2 ko, kalau koko gak fu ntar begitu masuk barang kita gak dapat alokasi ko,
robin *nerd* yg mo beli komputer call 061-4566321: W dah jaga2 dr batch pertama tetap gk dpt brg
robin *nerd* yg mo beli komputer call 061-4566321: Asus n metrodata udah suruh kita open po
robin *nerd* yg mo beli komputer call 061-4566321: Tp cust yg udah open po gk bs dpt brg
robin *nerd* yg mo beli komputer call 061-4566321: Jujur w dah kecewa bgt
robin *nerd* yg mo beli komputer call 061-4566321: Cuat pun kecewa sm kita
robin *nerd* yg mo beli komputer call 061-4566321: Cust*
robin *nerd* yg mo beli komputer call 061-4566321: Gara2 satu produk asus, bisnis kita jd terpengaruh, kan gk lucu lg.
Steven soen ® - Asus: W sorry banget ko, memang barang nya masuk yang pertama, gak banyak ko
Steven soen ® - Asus: Kemaren org asus yang minta untuk buka PO siapa y ko
robin *nerd* yg mo beli komputer call 061-4566321: Gk inget. Kmrn lg ngobrol2 sm org asus
robin *nerd* yg mo beli komputer call 061-4566321: N yg laen
robin *nerd* yg mo beli komputer call 061-4566321: Gk inget yg mana satu
robin *nerd* yg mo beli komputer call 061-4566321: Tp yg di merjing
Steven soen ® - Asus: Ow gt ko,
Steven soen ® - Asus: Hmm
Steven soen ® - Asus: Ntar w tempat koko z
Steven soen ® - Asus: Kita ngobrol dulu
Steven soen ® - Asus: Distributor yang supply barang ini
Steven soen ® - Asus: Metrodata, datascript, dan erajaya ko
robin *nerd* yg mo beli komputer call 061-4566321: Masa kita mau jualin brg asus pun perlu kita yg cari2
robin *nerd* yg mo beli komputer call 061-4566321: Udah susah2 jualin, masa mau susah2 beli lg
Steven soen ® - Asus: Ni pas awal barang belum banyak ko =)
robin *nerd* yg mo beli komputer call 061-4566321: Aturlah... kiya udah open po sampe 30unit lbh
Steven soen ® - Asus: Siap ko, w bantu fu ya ko
Steven soen ® - Asus: Tapi gak bisa langsung banyak ya ko
Steven soen ® - Asus: Mungkin partial
Steven soen ® - Asus: =)
robin *nerd* yg mo beli komputer call 061-4566321: Kl gitu bagus batal aja semua
robin *nerd* yg mo beli komputer call 061-4566321: Cust kecewa, bagusan kita blg kita gk kerjasama dgn asus lh
Steven soen ® - Asus: Yda koko kalo batal gpp ko, w pun bo huat ko
Steven soen ® - Asus: Semua display zenfone juga batal kan ko
Steven soen ® - Asus: Biar di cancel ko?
Steven soen ® - Asus: Jadi perhari ini, sesuai petmintaan koko, semua paket zenfone dibatalkan ya ko
Steven soen ® - Asus: Thank you ko