1/5

posted Mar-16-2013

"My brand new (just out of the box) ASUS G75VWDH73-3D Will not do a "Create System Image" (error says Not enough space to create shadow copy on storage location) Storage location is the F drive it's empty, (straight from the factory:formatted) alternate storage location: external HD, alternate location per request from support staff: C drive all failed). It will not restore back to factory settings either. Both operations fail. I wanted to be sure they worked before I started adding anything to the machine. After hours on line with support staff and on the phone repeating the processes over and over, they finally told me that the RMA (Return to Manufacturers Authorization) system was down and I'd have to call back for a RMA number. Called back the next day, it's still down (currently on 3rd day of no RMA #). Each time they make me go through the processes again. This is a nightmare. I expected a working computer and not to have to send it back for repairs before I had a chance to use it. They sent me Windows 8 ISO with a thank you for contacting ASUS. I bought ASUS because I thought customer support was highly rated. Not the case, use caution. You buy it...you own it, even if it arrives not functional. "

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5/5

posted Jan-04-2013

ResellerRatings.com TOP REVIEWER!

"ASUS products are terrific, any problems you may have, their customer service is good enough to help. I own multiple ASUS products and prefer them over DELL, HP, VIZIO, etc. ASUS Transformer Infinity Tablet is the best Android tablet on the market as of 1 JAN 2013. ASUS motherboards are top notch and run in all my custom built PCs. "

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2/5

posted Dec-21-2012

"Asus makes some great products, whenever I'm looking for a new device, alot of the times they are making exactly what I want. With tablets their android tablets are almost always ahead of the game, they have the right specs, software and price points. I wanted an ultrabook and the only one I could find with an IPS display and a 1080p display was an Asus ux31a which was priced decently competitively (there are cheaper ones but this wasn't ridiculous).

I bought a Nexus 7 made by them and it was the right price and the right hardware. However there were issues with the screen and build quality but nothing glaringly bad.

I recently had to send them back my UX31A ultrabook because the power supply went bad and messed up the computer. It took like 12 days and I got it back which isn't bad, they however forgot to give me my charger. I called them up and they were great and are shipping one right now. All the customer support people I talked to were extremely helpful and kind.

A while Back I also bought a motherboard for a desktop build from them and when I couldn't get it to boot up I called their support for some help. The technician helped me out with some troubleshooting steps and finally we figured it out and got the system up and running.

So I have always ended up happy with asus, sometimes they have not the best build to their products but they are always onto great things with their product lines and havn't ever given an extremely steep price either. Tech support has always been helpful and kind as well.

EDIT:

Had a horrible customer service issue since sending in my ultrabook I've had constant issues with their support. They told me to send in my ac adapter as well and I never received one in return back (though the notebook came back in a timely manner) I had to call I think 3 times before I got one actually shipped and it was like 2 weeks after I got the notebook.
Now my it is telling me that windows activation is not valid. They told me to reenter the key, but the ac adapter that they took forever to send me (which is where the product number is located) does not have a product key on it.
The customer service told me I had to recover windows and backup all my software then put it back on which is just so stupid. He went and talked to a manager and all that I got was that I shouldn't have sent in my ac adapter (which they told me to do) and I have to either buy a product key or go back out and get something to backup my information to do a recovery.
"

This review was modified by cylemmulo on February 17 2013 08:47:25 AM

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1/5

posted Dec-04-2012

"I bought my Zenbook Prime UX31A over 3 months ago.

When I received it, I noticed that a few keys don't work (up/down/esc which I actually use as a software developer).

I contacted Asus, tried updating the BIOS, and eventually decided to open an RMA.

The notebook was purchased in the US, but since I travel for business all the time and been to the Netherlands at the time, I sent it to the Dutch repair center.

I was told that the repair usually takes 7-10 business days.

After 14 work days, I contacted them, and they said that since the notebook was not from the Netherlands, they had to order parts and I will have to wait another month (!!!).

I told them that I won't be in the Netherlands by then and asked them to ship it back, unfixed, so I can send it to a different service center (Japan).

They failed to send the notebook back on time even though they had 2 weeks to do so and I called every single day, sometimes 2-3 times a day!

They even had the nerve to tell me that they will not ship it anywhere outside the Netherlands, even though I do not reside there...

Moreover, since they did end up sending the notebook back *after* I flew to Japan, the notebook was returned to their service center.

They made a mistake and wrote me an email saying I did receive the notebook and it was signed by a woman named "Linda" (I don't know any Linda! I thought my computer was lost!!!).

After a lot of stress and a few days (!!!) of angry e-mails they notified me that "Linda" was actually one of their colleagues...

Long story short, 3 months later, my notebook is still in the Netherlands, and still was not fixed (!!!!!).

They recently offered to buy the notebook back ("buyback"), but, to my surprise, even that is turning out to be an issue since I don't reside in the Netherlands and my bank account is not in that country...

I was in touch with Mr. Tien Phan who, while being very nice, could not help me at all...

He explained that while they do offer a global warranty (which is a useless joke, mind you!), he cannot contact the Dutch repair center, as they are simply contractors, and he added a bunch of other excuses which, as a customer who needs his notebook back, I honestly don't care about.

Simply put, I had the notebook for a few days, could not use it, Asus failed to fix it and failed to keep me informed about how long it would take to fix it.

I paid a lot of money for it which they're refusing to return.

Over 3 months later, I don't have the notebook, not the money, and no idea when or if I'll get either of them back.

Asus produces low-quality products, refuse to replace their faulty hardware, fail to repair it, their global warranty is useless, they directly made me lose a lot of time and money and caused me a lot of frustration.

I am writing this so other people think twice before they purchase an Asus, and hopefully will choose a more reliable brand.

Doing research online, I see I'm not the only person affected, and it seems like every single person gets the same kind of treatment from Asus...

Sorry Asus, you lost a customers (I own 2 medium internet businesses), I tell everyone I know not to buy Asus, and I will continue posting this story on various websites so people will know what kind of company Asus is and what low-quality service they choose to provide."

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2/5

posted Oct-03-2012

"Hi everyone,

This is my RMA story.

Every third ASUS laptop is DIFFECTIVE.

I had a custom Asus gaming laptop G51JX-3DE/G60JX ($2351) from Xoticpc.com. I can’t say I have it because it has already been in the Asus repair station for more than 2 months and I don’t know when I will get it back. My RMA status is still the same: "Waiting-[WB1] Wait for Material/Spare Parts". I emailed the Asus representative Mr. Tien Phan cl-tien@asus.com and got the response that the issue with my notebook was duplicated, and it was currently at a repair station waiting for the necessary parts to come in.
Because of that I began to initiate some action and look at what I could dig up.
If you look at the Asus website you will see that now it only has 2 gaming laptops G75VW (17’) and G55VW (15’), but there were a dozen different models in 2010.
My friend’s computer market analyst said that the Asus repair station is piled up with defective laptops, transformers, tablets. Almost every third ASUS laptop is DIFFECTIVE.
Since 2008 Asus started to produce their own laptops in huge amounts, though previously it was focused on the production of motherboard and other components. The range of its products increased in many times. They tried to compete even with Apple (Zenbook, Pads). But the Asus team just can’t compete with Steve Jobs’ team. As a result the quality of Asus products begins to fall dramatically. Asus Customer Service just can’t cope with the avalanche of custom claims.

Unfortunately, the quality of the motherboards – diamond in Asus crown – became worse compared to what it was before 2010. I built three rigs with Asus motherboards, last one is P6X58D Premium and I am satisfied with their quality. But now days are different.

Now we need to think seven times before buying an Asus laptop.

Having every third ASUS laptop DIFFECTIVE is too much.

pcbzick."

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1/5

posted Aug-29-2012

"Do not buy Asus products. I purchased an Eepad in Dec 2011. After about 2 weeks it started randomly shutting down. I have talked to them repeatedly on the phone and through email. The Eepad was sent back 2 times for repair (the first time I had to pay) and still is not fixed. I turns off and on randomly. The power button does not work at all."

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1/5

posted Aug-29-2012

"Asus has awful customer service. The monitor that I got was the VH238H. I got it last month, meaning that I still had 2 years left of warranty.

The monitor would randomly turn off and restart. At times it wouldn't even turn off, after the random shut down. This even happened on the first day of me using the monitor! I know my R7950 from MSI can handle the 1080P display fine. I've moved rooms to test this out, and the only thing that was wrong was the monitor. MSI's customer service is much better, 20 minutes RMA accepted. I shipped it to them the day after I got the message, and the new card arrived in my hands just 2 days later.

I contacted Asus, and I got no response within 48 hours, which was the time that they said someone could help me. I waited a week, still nothing. I sent two more requests after that, and guess what? Still no response. I doubt anyone has even bothered to read the messages."

This review was modified by Teehee123 on August 29 2012 02:04:44 PM

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1/5

posted Aug-28-2012

"I will never purchase another ASUS product again. I could write a novel about all the issues I have had with their products and customer service. Long story short, they are a an awful company and treat their customers like dirt."

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1/5

posted Aug-24-2012

""ASUS currently does NOT actively participate at ResellerRatings to monitor feedback and resolve your issues."

If they did the above that would mean they would have to care about their customers, Truth is....they don't.

Replacement parts ans their so called non existent estore are the biggest joke in the cosmos.

Customer service consist of a bunch of idiots in a call center that are clueless about the company they work for.

How is it they have awards in tech mags for their products? I bet they make up an award and give it to themselves.

Steer clear of this nightmare."

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1/5

posted Aug-24-2012

"ASUS provides horrible customer service. They are impossible to work with. I would never buy another ASUS product again."

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1/5

posted Jul-25-2012

"Horrible Service and support center experience!!

I bought an Asus Zenbook Ux21 11" in March 2012 and I am still struggling with BSOD errors and this is the second time I am returning my unit to them for repair!

They have a lengthy procedure to verify all your information each time you call! by all info I mean phone, full add, full email everything!! waste of time.

Their process for shipping back the laptop for repair simply sucks!
You call the technical support hoping that the person on the other side of the line knows more than you about the products. but their tech support line people are just operators with NO knowledge of problems! They can only recommend that you recover the partition to resolve problems! no a word more than that!

The procedure to issue an airway bill for return is separate and operator basically has no control over anything, you may or may not receive an email about shipping your laptop since it is a different department!!

Horrible experience.. I am never going to buy an Asus again!!! never!"

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1/5

posted Mar-12-2011

"I am having the same problems as the person above. The customer service is terrible. I am sooooo tired of calling them and trying to activate my Accidental Damage Warranty. They will not active it and i am 30 days into it. There is a 60 day warranty period. I keep talking to the same guy (Andre). They keep saying, we will email you back or call you back and 2 weeks have passed. My service number is 1178496. At this point, they can go F themselves."

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1/5

posted Feb-15-2011

"From Asus

"I am sorry to inform you that your monitor is out of warranty. The warranty is 3 years from the manufacture date not the date of purchase. Your serial number starts with 78. It was manufactured in August 2007 so the warranty ended in August 2010."

What?!!...who decodes the serial# for manufacture date when purchasing a monitor? As-s, don't offer 3 year warranty if you are not going to honor it."

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1/5

posted Jan-31-2011

"ASUS is hands down the most horrid company I have dealt with, they are so fraudulent it's not even funny, seriously. DO NOT BUY ANYTHING FROM ASUS unless you want a 80% guarantee that it's 100% defective.

I am an IT amateur attending SLU, and I purchased a M4A785TD-M MOBO, and a 5770 1GB CuCore on 6/22/10

I received my products within a week or so. The MOBO that was sent to me was DoA, completely defective, CPU and PCI-E docks were dead, as well as the ethernet port, so I never even got to try out the 5770.

I sent the MOBO back to them, they send me a new one, everything is fine, so I install my GPU and it's working fine. 32 days later the card dies, Standard-RMA, fine, took 2 weeks, got a new one, 30 days later, the new one is dead, I call them to setup a new RMA, they want to do Advanced, so they sent it to me first, the new one, then I send my broken one in. Well they never sent me the GPU, waited like 1 month, figured they were just really slow, but nothing. Called back and found out the RMA had been closed, had to call back and setup a new RMA Standard this time by my request since the first one failed, but they basically tried to make me feel like I was lying or hiding something, and they were very very rude. I then sent in my broken GPU, on 12/7/10, I tracked it with USPS, they confirmed they received it on 12/13/10, so it's supposed to take 10-15 business days. After like 2 wks. I call them back requesting the status of my RMA, and they tell me that they haven't even received it. After arguing with the guy for a while because he was basically telling me I still had the card, I asked to be put on line with a Supervisor, and they went to connect me and of course nobody answered. I left my first msg on Robert the Supervisor's line. I called back immediately and requested again to speak to a supervisor and I was disconnected after a long hold. I then called back again a couple more times after being on hold forever, and as soon as I got on with someone, I asked to speak to a supervisor, and they wouldn't connect me, so I told them I could just email the CEO or the BBB, or complain at Consumer Direct and I will persist, and he grudgingly connected me with the real Robert this time, who was very rude and argued with me, finally telling me that I needed to give them the Shipper's Personal Tracking # they gave to me, because to them they haven't received it. I reluctantly give it to them because I'm not even sure if that's legal. After giving it to them they tell me they are going to call me back, finally realizing that they messed up. Then I don't even feel like typing the rest of the bullshit, the end of the story it's 1/31/11 and I STILL HAVEN"T RECEIVED MY CARD. I called again today and demanded customer service, demanded a supervisor, and I finally got somewhere, they are Overnight Express shipping it to me. PEOPLE, AVOID ASUS AT ALL COSTS, BUT IF YOU DO PURCHASE, BE EXTREMELY AGGRESSIVE AND KEEP THE NAME AND TIME OF THE PEOPLE YOU HAVE SPOKEN TO AND A LIST OF THE PROCEDURES THEY HAVE TAKEN TO HELP YOU, BECAUSE THAT IS SURELY HOW THEY WILL ACT, AGGRESSIVE AND RUDE. Simply put, I am slow to anger, but after 70 days, 3 bad products, 3 RMA's, and having spoken to honestly 15-20 different people. ( I memorized the RMA #, USPT0C01** for privacy :] )"

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1/5

posted Jan-29-2011

"Bought the Asus G73JH-A2 in Feb of 10. My laptop is currently on its 5th that's right 5th rma. I sent my laptop in for its latest necessary repair of the video card on 11/30/10 its now 1/30/11. Asus tech says its still being repaired. 7 of the 11 months I have owned this p.o.s. It has been in for repair. STAY AWAY !!!

HERE IS AN UPDATE!

I finally received my laptop on 2/15/11...lets see how well the repair went..

http://www.youtube.com/watch?v=SA7jktGdNiM

Not so good. I called Asus on 2/15 received my 6th RMA. Laptop is on it's way back to Asus...I'll keep you posted.

"

This review was modified by svan1971 on February 18 2011 11:09:19 AM

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