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"I recently returned a z33a(m5a) subnotebook to Asus for minor repair--there was a subtle dull spot on the LCD panel when viewed off-angle, possibly a warp or a backlight irregularity. I called to describe the problem, then they called me back the same day to issue an RMA. I was a little worried they would not call back--it would have been better if they had given me the RMA during the initial call, but it turned out OK.
I shipped the notebook to ASUS. They replaced the entire LCD assembly (including the cover and bezel!), and shipped it back *overnight* the day after they received it! That's great service--a lot of manufacturers would not even have fixed the screen, since the flaw was minor and the display still worked.
Now that the screen is fixed, the computer is perfect--the m5 series really has the fastest, slickest, lightest, and best-designed notebooks in this form factor. If Asus could provide everyone with the type of service they gave me, then they could substantially increase their market share and brand recognition in the States. The products are unique, but unfortunately some of the whitebook integrators/resellers can be shady and Asus service has been spotty in the past.
If you get service from a reputable dealer/integrator, the Asus products are hard to beat. I hope that Asus has also started to upgrade its service for direct buyers like myself, so that the company can receive more positive reviews like this one--they owe it to their products."
"I must say I had a grate experience speaking with Tech support Agent Marvin he was the only one who could resolve my call after many many calls. He was very knowledgeable , professional and and his instructional skills were very well tuned. I overall love Asus products for the new technology they bring to customer for less. It varies, You may just have gotten the wrong tech. The same could happen for any Manufacturer. Ask for Marvin .. Thanks Marvin you are the best!!! "
"I bought the ASUS dual XEON PC-DL deluxe motherboard at www.compu-terra.com This store does not give any service and totally rely on the service delivered by ASUS.
Asus helped me with the defective (DOA) motherboard. They are very hard to get on the telephone and do not have a toll free number. Why do you not have a toll free number and also a long waiting line on the phone? So you are using your customers and personnel at the same time?
My telephone bill was kind of high last month. I had to wait 40 minutes in one of the calls to get connected. Later I found out that I could also call the server-board department since I had a dual processor MB. I was lucky, since this department was much better and faster. Also email seems to work as soon as you have received one. In this department everything was positive. The Motherboard was replaced in one day, No extra costs involved. Great company, great knowledge and service but need to improve communication and reach-ability especially on the normal helpdesk department. "
"I bought an ASUS A7N8X-X from another reseller, but I called ASUS tech. support for help troubleshooting boot-up. I called them, long distance, several times only to be put on hold for no less than 15 minutes each time. In the end, they got my phone number and name and said they would call me back everytime, but they never did (it's three days later now). I finally figured out the problem (set the main hard drive jumper to CS instead of MASTER), and they never helped. Expect to wait a long time (i.e., days) for technical support from these guys."
"I tried to contact ASUS about a problem with the P4G8X Deluxe Mother Board that is installed in my PC. I called customer support, someone told me that they were very busy and that someone would call me back, I gave him my phone number but they never called back. I then logged a trouble report via their email support, it took 4 days before I finally got a response back. This is not good customer service, I don't think I will be dealing with this company in the future."
" I bought a motherboard from them which turned out to have many known issues. I have not been able to get them to address my issues. I have installed a BIOS update for the crappy ethernet connection, which wasn't available until last month. It still didn't work until I got a set of new drivers for it from nVidia. Then ASUS updated the chipset drivers for this board and it's still very unreliable.
Their support forums have no real ASUS staff on them, just users who got promoted to moderator status for doing enough of ASUS's work (supporting people, troubleshooting), which ASUS never does.
I posted this on newegg.com, where I bought the motherboard. They quickly gave me a reference number, within 1 day, for my problem to be solved. I have submitted multiple tickets with paragraphs of technical data and they are not replying. Now I am here, and back on newegg, trying to expose the lies they are telling by pretending to help me. They are ignoring me completely and my computer is incredibly unreliable.
But they love to act like they are helping people who post issues on newegg.com. They aren't really helping them. I have an issue number they gave to me that way and nothing will happen when I submit.
No matter what happens with your product, your order, or your money, your relationship with ASUS will END once they get your money. Period."
"ASUS Stands for Asus Service Unbelievably Sucks. They deserve 0-stars Here is end of story first. After 2 months of hassle, Asus head of tech support Robert Tinsley basically told me to get in line and wait 3-weeks like others to have Mobo fixed and wouldn't advance exchange. How arrogant. It came back with same problem and could not have even been tested. He also said the poor ratings on this site weren't for his motherboards and pointed at other ASUS products.
Here's the rest of the story. Got a motherboard with bad memory slot. Didn't know until added 2nd set of memory or could have returned to NewEgg who is the best. Asus website is down more than up recently so used USA phone #. Asus refused to advance exchange. After 9 wasted contacts where they were supposed to respond in 24-48 hours and never did, told no stock, send back and wait 2-3 weeks. Escalated to mgr who told me nothing he could do. Escalated to customer service manager who just explained the rules and what he couldn't do to help me. He was a total jerk on the phone.
My system is down now as I RMA'd the motherboard. The motherboard should have been received by now. I just got an email from customer service manager. I was surprised the only thing in email was the rules highlighted in yellow, where advance exchange was not available for this product. The people under him were nice yet couldn't do anything to help me or would have given a 1 for friendliness. I won't ever buy another product from them as don't service what they sell. Just got email form customer service manager and he didn't offer to help expedite motherboard he has at his site. Told me to expect 2.5 to 3 weeks door to door and refused to expedite or give me his bosses name. Notice Asus, unlike other manufacturers who care, does not monitor ResellerRatings like they care.
PS Because on the ASUS approved DDR3-1600 memory list, I paid a Premium for G.Skill that would only run at 1333."
"Got an Asus A6KM-Q002H laptop thinking it was the bomb from www.laptopsdirect.co.uk. Guess wot? I cannot belive the comments I read...or can I? Laptop broke after 2 weeks use, I treasure my goods dearly. Customer support seemed very good....seemed very good. Called them up, sent me an RMA form. Took repeated emails and phone calls and 1 week to get the actualy RMA number!!! Their policy is to issue one within 24 hours..yerright. Laptop has been in repair for 2 weeks now, depsite I was told Id have it back within 5 working days, which was then changed to 10 working days when I called up to complain. They cant tell me what state the laptop is in cause the repair centre arent doing thier job. They say they will check and phone me back, they never did. I think I might file a complaint agaisnt this company with Consumer Direct. NEVER BUY FROM THEM!"
"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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posted Dec-28-2010 
![Share](javascript:share_rating({"review_body":"I must say I had a grate experience speaking with Tech support Agent Marvin he was the only one who could resolve my call after many many calls. He was very knowledgeable , professional and and his instructional skills were very well tuned. I overall love Asus products for the new technology they bring to customer for less. It varies, You may just have gotten the wrong tech. The same could happen for any Manufacturer. Ask for Marvin .. Thanks Marvin you are the best!!! ","link":"http:\/\/www.resellerratings.com\/store\/ASUS\/comment\/666841#comment666841","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ASUS.jpg","store_name":"ASUS","username":"Jenny-23","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I bought the ASUS dual XEON PC-DL deluxe motherboard at www.compu-terra.com<br>This store does not give any service and totally rely on the service delivered by ASUS.<br><br>Asus helped me with the defective (DOA) motherboard.<br>They are very hard to get on the telephone and do not have a toll free number.<br>Why do you not have a toll free number and also a long waiting line on the phone? So you are using your customers and personnel at the same time? <br><br>My telephone bill was kind of high last month. I had to wait 40 minutes in one of the calls to get connected. Later I found out that I could also call the server-board department since I had a dual processor MB. I was lucky, since this department was much better and faster. Also email seems to work as soon as you have received one. In this department everything was positive. The Motherboard was replaced in one day, No extra costs involved. Great company, great knowledge and service but need to improve communication and reach-ability especially on the normal helpdesk department. <br>","link":"http:\/\/www.resellerratings.com\/store\/ASUS\/comment\/189373#comment189373","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ASUS.jpg","store_name":"ASUS","username":"robtim","rating":"4"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I bought an ASUS A7N8X-X from another reseller, but I called ASUS tech. support for help troubleshooting boot-up. I called them, long distance, several times only to be put on hold for no less than 15 minutes each time. In the end, they got my phone number and name and said they would call me back everytime, but they never did (it\u0027s three days later now). I finally figured out the problem (set the main hard drive jumper to CS instead of MASTER), and they never helped. Expect to wait a long time (i.e., days) for technical support from these guys.","link":"http:\/\/www.resellerratings.com\/store\/ASUS\/comment\/103920#comment103920","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ASUS.jpg","store_name":"ASUS","username":"USARastler","rating":"2"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I tried to contact ASUS about a problem with the P4G8X Deluxe Mother Board that is installed in my PC. I called customer support, someone told me that they were very busy and that someone would call me back, I gave him my phone number but they never called back. I then logged a trouble report via their email support, it took 4 days before I finally got a response back. This is not good customer service, I don\u0027t think I will be dealing with this company in the future.","link":"http:\/\/www.resellerratings.com\/store\/ASUS\/comment\/236372#comment236372","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ASUS.jpg","store_name":"ASUS","username":"electricglide91","rating":"2"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"<br>I bought a motherboard from them which turned out to have many known issues. I have not been able to get them to address my issues. I have installed a BIOS update for the crappy ethernet connection, which wasn\u0027t available until last month. It still didn\u0027t work until I got a set of new drivers for it from nVidia. Then ASUS updated the chipset drivers for this board and it\u0027s still very unreliable.<br><br>Their support forums have no real ASUS staff on them, just users who got promoted to moderator status for doing enough of ASUS\u0027s work (supporting people, troubleshooting), which ASUS never does.<br><br>I posted this on newegg.com, where I bought the motherboard. They quickly gave me a reference number, within 1 day, for my problem to be solved. I have submitted multiple tickets with paragraphs of technical data and they are not replying. Now I am here, and back on newegg, trying to expose the lies they are telling by pretending to help me. They are ignoring me completely and my computer is incredibly unreliable.<br><br>But they love to act like they are helping people who post issues on newegg.com. They aren\u0027t really helping them. I have an issue number they gave to me that way and nothing will happen when I submit.<br><br>No matter what happens with your product, your order, or your money, your relationship with ASUS will END once they get your money. Period.","link":"http:\/\/www.resellerratings.com\/store\/ASUS\/comment\/492925#comment492925","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ASUS.jpg","store_name":"ASUS","username":"asushater","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"ASUS Stands for Asus Service Unbelievably Sucks. They deserve 0-stars Here is end of story first. After 2 months of hassle, Asus head of tech support Robert Tinsley basically told me to get in line and wait 3-weeks like others to have Mobo fixed and wouldn\u0027t advance exchange. How arrogant. It came back with same problem and could not have even been tested. He also said the poor ratings on this site weren\u0027t for his motherboards and pointed at other ASUS products.<br><br>Here\u0027s the rest of the story. Got a motherboard with bad memory slot. Didn\u0027t know until added 2nd set of memory or could have returned to NewEgg who is the best. Asus website is down more than up recently so used USA phone #. Asus refused to advance exchange. After 9 wasted contacts where they were supposed to respond in 24-48 hours and never did, told no stock, send back and wait 2-3 weeks. Escalated to mgr who told me nothing he could do. Escalated to customer service manager who just explained the rules and what he couldn\u0027t do to help me. He was a total jerk on the phone. <br><br>My system is down now as I RMA\u0027d the motherboard. The motherboard should have been received by now. I just got an email from customer service manager. I was surprised the only thing in email was the rules highlighted in yellow, where advance exchange was not available for this product. The people under him were nice yet couldn\u0027t do anything to help me or would have given a 1 for friendliness. I won\u0027t ever buy another product from them as don\u0027t service what they sell. Just got email form customer service manager and he didn\u0027t offer to help expedite motherboard he has at his site. Told me to expect 2.5 to 3 weeks door to door and refused to expedite or give me his bosses name. Notice Asus, unlike other manufacturers who care, does not monitor ResellerRatings like they care.<br><br>PS Because on the ASUS approved DDR3-1600 memory list, I paid a Premium for G.Skill that would only run at 1333.","link":"http:\/\/www.resellerratings.com\/store\/ASUS\/comment\/1276885#comment1276885","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ASUS.jpg","store_name":"ASUS","username":"Mt10man","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Got an Asus A6KM-Q002H laptop thinking it was the bomb from www.laptopsdirect.co.uk. Guess wot? I cannot belive the comments I read...or can I? Laptop broke after 2 weeks use, I treasure my goods dearly. Customer support seemed very good....seemed very good. Called them up, sent me an RMA form. Took repeated emails and phone calls and 1 week to get the actualy RMA number!!! Their policy is to issue one within 24 hours..yerright. Laptop has been in repair for 2 weeks now, depsite I was told Id have it back within 5 working days, which was then changed to 10 working days when I called up to complain. They cant tell me what state the laptop is in cause the repair centre arent doing thier job. They say they will check and phone me back, they never did. I think I might file a complaint agaisnt this company with Consumer Direct. NEVER BUY FROM THEM!","link":"http:\/\/www.resellerratings.com\/store\/ASUS\/comment\/254154#comment254154","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ASUS.jpg","store_name":"ASUS","username":"wierdo999","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"ASUS is hands down the most horrid company I have dealt with, they are so fraudulent it\u0027s not even funny, seriously. DO NOT BUY ANYTHING FROM ASUS unless you want a 80% guarantee that it\u0027s 100% defective.<br><br>I am an IT amateur attending SLU, and I purchased a M4A785TD-M MOBO, and a 5770 1GB CuCore on 6\/22\/10<br><br>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. <br><br>I sent the MOBO back to them, they send me a new one, everything is fine, so I install my GPU and it\u0027s 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\u0027s 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\u0027t 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\u0027s 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\u0027t 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\u0027s Personal Tracking # they gave to me, because to them they haven\u0027t received it. I reluctantly give it to them because I\u0027m not even sure if that\u0027s 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\u0027t even feel like typing the rest of the bullshit, the end of the story it\u0027s 1\/31\/11 and I STILL HAVEN\u0022T 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\u0027s, and having spoken to honestly 15-20 different people. ( I memorized the RMA #, USPT0C01** for privacy :] )","link":"http:\/\/www.resellerratings.com\/store\/ASUS\/comment\/693256#comment693256","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ASUS.jpg","store_name":"ASUS","username":"jmt3ebaotp","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"They refuse to provide any support.<br><br>They will not honor the product warranty.","link":"http:\/\/www.resellerratings.com\/store\/ASUS\/comment\/88506#comment88506","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/ASUS.jpg","store_name":"ASUS","username":"pspada","rating":"1"}, "single");){kind=link}
"I recently returned a z33a(m5a) subnotebook to Asus for minor repair--there was a subtle dull spot on the LCD panel when viewed off-angle, possibly a warp or a backlight irregularity. I called to describe the problem, then they called me back the same day to issue an RMA. I was a little worried they would not call back--it would have been better if they had given me the RMA during the initial call, but it turned out OK.
I shipped the notebook to ASUS. They replaced the entire LCD assembly (including the cover and bezel!), and shipped it back *overnight* the day after they received it! That's great service--a lot of manufacturers would not even have fixed the screen, since the flaw was minor and the display still worked.
Now that the screen is fixed, the computer is perfect--the m5 series really has the fastest, slickest, lightest, and best-designed notebooks in this form factor. If Asus could provide everyone with the type of service they gave me, then they could substantially increase their market share and brand recognition in the States. The products are unique, but unfortunately some of the whitebook integrators/resellers can be shady and Asus service has been spotty in the past.
If you get service from a reputable dealer/integrator, the Asus products are hard to beat. I hope that Asus has also started to upgrade its service for direct buyers like myself, so that the company can receive more positive reviews like this one--they owe it to their products."