How long does it take ASUS to replace a 'wall wart'? Five weeks and counting...

I'm being a tad unfair there, it's been just over a month - not five... yet.  But one needs to add on at least another week before anything gets done.

What's the problem and why is it taking so long?

About six weeks ago my niece informed me that her Eee PC no longer worked.  It had worked on battery power (but not for long) and then nada, nothing.  It was dead to the world.  I then spent any spare time in the next two weeks looking for the receipt.  I was buggered if I could find it and, um, buggered if I could not.

So, instead of heading to our local Toys R Us (which is where we purchased it from) I chose the manufacturers warranty route.  Bad mistake as it would turn out.

I was foolishly optimistic about ASUS's returns procedure.  I'd dealt with Sling Media just before then and they were amazing in that aspect.  They sent me out a replacement (and we're talking the product itself, not some AC adapter) within days.  Once I received it, and only then, did they want the faulty item back.  Not so with ASUS...

ASUS haven't managed to send me the labels for me to put on the packaging that I'll be sending back.  They've promised time and time again, they've claimed to time and time again. So, nearly four weeks later I haven't even been able to send the adapter back and without them receiving it I will not get a replacement.

Yesterday they told me they'd send the labels by email instead of courier/post.  Over 24 hours later and I still haven't received them.  Just off the phone and apparently the RMA department haven't checked their emails yet and so, I'm told by Dick, that's why I haven't received my email labels.  Um, great!  I tell Dick that I'm not happy with ASUS's returns procedure and wish to make a complaint.  Unfortunately he's not allowed to pass me on to anyone else or give out numbers or email addresses.  But I can email him and he promises to pass it along...

I give him the benefit of the doubt on that one but I'm gonna have to decline.  Believe me I want to complain and get this resolved but emails-by-proxy is obviously not going to achieve anything and, if anything will draw this whole stupid process out even further.

ASUS, you've lost any goodwill I had left for you.  My niece's goodwill has too, now vanished.  Anyone we meet that ever mentions your company, your Eee PC or any related products will be subject to our rather negative opinions and will be advised to stear well clear of your products.  Seeing as both myself and my niece have grown custom to having people ask us questions about our Eee PCs and many have then gone on to buy themselves one, I should imagine we'll soon tire of having to tell our tails of woe.

...oh, and top of it all, that 8 minute call I just had with them was on a premium rate 0870 number (cheeky bar stewards!)