1/5

posted Jan-07-2011

"This is a recap of my experience with Asus technical support / repair. I had purchased for myself and school an Asus G73jh-A1 for $1789. This computer itself is fantastic and powerful especially considering its price. It is a true gamers computer. However on in September my AC cord had stopped operating properly. Eventually it just did not work at all. So I called Asus (1-888-678-3688) considering it comes with a 2 year warranty and asked what I would need to do to get a new AC cord. This I thought was something simple compared to what it possibly could have been. Once I got to a support agent and gave them my information she informed me that I would need to create an RMA and fill out a form and ship in the original cord. This made things difficult considering I had school and needed the use of my laptop to do my work. I didn’t have a choice though so I did just that and sent in the power cord. The turn around time I was informed of was 14 business days but that would not be expected I was told because it was just a AC cord. I bought a replacement cable from staples to temporarily use and let time pass. After about a week I still had no word on my new power cord. I decided to call Asus again and figure out what was going on. Upon reaching a agent she told me that they didn’t have any AC cords and it would be about 2 months to receive my new one. This was of course outrageous for such a simple task and would cost me $150 because I wouldn’t be able to return the replacement cable I had purchased from Staples.
Time went by and in about 3 days a package had arrived at my door that was the new cable. I had not received any form of notification that it was being shipped nor did I have to sign for it. This made me mad because I clearly had stated several times that I wanted to know when my cable would be on its way. I let it pass by after all it was just a power cable and a simple mistake.

Time went on and in a month I started trying to play games on my PC again on my free time, games such as Battlefield Bad Company 2, World of Warcraft and Dead Space. On each game the time would vary but my computer would just power down with no error or notifications and would take some time to power back up. So I called tech support and followed their advice. First I uninstalled and reinstalled the graphics drivers which did not fix the problem. After that I had to reformat the computer back to factory settings (which is always a nightmare). This as well did not fix the problem. So I had to send my computer in this time which meant creating a new RMA.

I called Asus and had an RMA created and was told I would receive the paperwork and FedEx label very soon. This call took place on a Friday so as instructed I gave it 24 hours. Saturday had come and I had not received the FedEx label so I patiently waited until Monday to see if it would arrive. Come Monday the FedEx label had not been sent to my e-mail so I called Asus back. I then explained to them that the FedEx label that I needed to ship my computer in for repairs had not yet arrived and I have no clue as to where it could be. She then said she would send me another one and I would receive it within the hour. A few hours went by and I had not received the label yet so I called again and she then told me that FedEx is having trouble making labels at this time and that she will send another and I will get it as soon as the problem is fixed. I then asked if it would be possible to drop off the computer myself so they don’t have to pay FedEx and it saves us both time (the facility is an hour away from me) she informed me that they don’t accept drop offs. I waited yet another 24 hours for this label and it had not yet been delivered to my e-mail address. Tuesday came and I called and explained the problem to an associate and he responded with “we weren’t having a problem with FedEx I wonder why you were told that let me send you another label”. To my surprise within 10 minutes I had the FedEx label in my inbox. I then shipped out the computer.

Later in the week I had received a e-mail notification from FedEx saying that my package had been delivered and signed. This was the first piece of positive news I had received and I later that day went onto support.asus.com to check the status of my RMA. I put my RMA # into the field and to my dismay saw that it had not yet been received. This led me to believe that my computer may have been stolen so I panicked and called Asus. They then explained to me that the RMA site does not regularly update and they have no way of obtaining information about the computers unless it’s posted on there. This puzzled me because that itself sounded like a very poor way for a company to run. I then asked if there was any way I could call the repair facility and ask if they received it. She then told me that there isn’t any way of contacting the repair facility and all she could do was send out a e-mail that would get responded to within 48 hours which would be pointless. So then I waited for Monday to come around. Monday had arrived and it now said that my computer was “Waiting [WB1] – Waiting for Materials / Spare Parts”. I called Asus to ask what it was waiting for exactly and what the estimated time was. I was told that there is no way of finding out that information. I then asked if it had even been worked on yet. I was then informed that on Friday when I had previously called it was in repair then it went into waiting. I asked why I could not see this and was told that they don’t post notes or a timeline on the RMA site just the current phase it’s in. This was another case to me that sounded like they are depriving their customers of a good experience. When I had previously dealt with Alienware all information and notes on the repair were accessible and posted for the customer to see.

Time went by and I started to feel like I wasn’t going to get my computer before the new Quarter of school would start so I called Asus to ask if we could speed up the process and the associate I spoke with started to explain the 14 business day turn around time for repairs. This is what he told me.

• 3 - 4 Business days for the facility to receive the pc.
• 2 – 4 Business days for the actual repair.
• 1 – 2 for Spare materials / parts.
• 1 – 2 for testing.
• 3 – 4 for packaging and shipping back.

After that conversation I felt much more comfortable. I waited another two days and called back because it was now 5 days that it had been waiting on spare parts not counting a weekend. I then talked to an associate and relayed the information I was previously told and that it seems like it’s taking far too long. She then told me that actually its 1 – 14 business days for the repair itself to be complete! I then demanded to speak to a supervisor and she asked why and I stated because of the poor service I was receiving. She fought with me until she let me get to a supervisor. I then explained to him what was going on and he said he would send in a request to expedite the process and find out what the pc needed and why it was taking so long. He told me within 48 hours id get a call back. 72 Hours later I called back explaining that I was told I would get a call back and I hadn’t then the associate told me to wait another 24 hours for the call back and that I was probably on a list. This got me even angrier because that is just unacceptable. I then requested to talk to a supervisor and through some arguing I finally got one. Now when speaking with this supervisor I told him the same information that I had told the previous one and that I hadn’t received my phone call back. He then said he made the same request and in 48 hours he would call me back. I politely decided I could wait again.

2 More days passed by with no sign of a call back so I called furious and demanded the top most supervisor I could talk to (because they don’t have managers… go figure). I then got to Lavar. Lavar seemed to be someone who cared and wanted to help and had then told me that he had an update and that it was the graphics card they were waiting on and that he was sorry that it was taking this long. He apologized like everyone else for the horrible service and assured me that he would be assisting me on getting this done as fast as possible. I waited a weekend and called back on Monday to speak with Lavar who said he would have a update for me. I then was told that Lavar wasn’t in even though he said he would call me that morning. The next day I spoke with Lavar who said he hadn’t gotten any responses from the request and he would make more requests to try and find out what was going on. Like with all supervisors I asked him if he could call the repair facility and ask them what was going on or give me the number. He told me that they are un-able to and that the facility doesn’t have a phone number to call. He said that they have to go through a 3rd party who handles all request. I continued this week calling asking if there were updates and we didn’t receive any and no request got responded to for expedited shipping or speeding up the repair. The next week had come and I called to speak with Lavar and was told he was unavailable and he would call me back within an hour I waited 2 and called back. This time I was told the same exact thing and that someone had spoke with him in person and he would call me back within an hour I then waited another 2 hours. 6 Hours had gone by and I called back and demanded to speak with him only to be put on hold and find out that he had left for the day. At this point all associates told me that there were no new updates on my case.

A day went by and then I called to speak with Lavar and he wasn’t available and I was furious so I then spoke with another supervisor who tried to assist me. It was more of the same old being told they can’t contact the facility and that requests have been made and there are no responses. I even asked to have the repair facility hold the pc when its done and ill pick it up but I was told that they can’t guarantee that and that they can only send a email asking to do that. He even tried to tell me that even in the case of all the horrible support I have been receiving I am within the 14 business day window. This seemed to me like a way of him dismissing anything that I have experienced as not worthy of extra support or any effort. While on the phone with this supervisor he said “oh we have a surprise here” and then the RMA was updated to “In Final Testing”. This was an hour after the facility had closed that the site decided to update. The next day I called and spoke with Lavar who told me that HQ would send me a call and I could make all my requests to them including my requests for compensation (a 500 GB SATA drive for my laptop). Later in the same day I called back to speak with Lavar because HQ hadn’t called me yet and I wanted to make the requests before my PC was shipped. Lavar was no were to be found and I talked to the other supervisor and had the same old conversation. The next day I receive the FedEx notification and Tracking number… which means I can’t pick it up I presume and it was standard shipping so it never got expedited. After a long phone call to tech support at Asus trying to find out what’s going on I get told that nothing can be done and it’s out of their hands. They told me the same stuff over and over and that there is nothing they can do. So now I may have to wait 5 days to get my computer back which is even more infuriating since its already been 28. After that conversation I realize that the RMA has the address of the facility on it so I 411 it and amazingly am directed to the repair facility! I was told by Asus that they didn’t have a number! After a talk with the associate named Nick their he tells me that

• They allow people to drop off and pick up packages (Which Asus told me I couldn’t do)
• Asus took a long time just to order the graphics card and it was to no fault of the facilities.
• They accept calls and requests by telephone.(Which Asus said they couldn’t do)
• They can also expedite or increase the shipping at any time before it actually ships.

After all this… I came to the conclusion that if you ever have to deal with Asus call them as little as possible because the repair facility is more user friendly. You can’t trust what they say and the management is horrible. They will do nothing but say we will and can’t as well as we can only make a requests which never gets responded to by the way. I am still not satisfied and feel like this was handled very poorly and that Asus Tech support needs to be broken down and rebuilt.
"

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5/5

posted Dec-28-2010

"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!!! "

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1/5

posted Jul-30-2010

"Purchased ASUS desktop from Circuit city supported by ASUS. They shipped me a computer running Windows7 but provided a product key for Windows Vista as well as a Vista recovery CD. My computer was a refurbished model and when I tried to verify the validity of the operating system it failed. I called for support and after 2 weeks they have decided that I need to reinstall Vista from the recovery CD and are unwilling to provide a windows7 product key and recovery CD despite that windows7 is running on the computer. Very poor support. No call back from their support center and apparently their head office does not respond back to their support managers that have requested a windows7 key and recovery CD for me. Very disappointed in this company and their lack of support for customer. Don't purchase a computer made by ASUS"

This review was modified by robvargus on July 30 2010 07:35:51 AM

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1/5

posted Jul-26-2010

"Return a new laptop for repair under their 0 dead pixel program. I was told that in 10 days it would be out of their door to me. Called and I was told wait two more days and call back. I did and they have "no idea" what stage of repair or when it will be shipped out to me. I ask to speak to a supervisor and they said they were all in meetings. They said one would call me, so 7 hours later I called back and they said that the supervisor was on the phone but he would call me back "as soon as he got off the phone". Well after 2 more hours I called them back and after more run around They put some guy named Kirk Douglas on the phone( I guess his partner John Wayne was busy) He said he would send a message to the service repair center and he would call or email me the results. That was three days ago. It looks to me as if everything I've heard from them was lies. If you want someone with any integrity when it comes to customer service or repairs DO NOT buy an ASUS product. "

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1/5

posted Jan-28-2010

"I received a badly broken Asus 1008HA laptop and was told by both the seller and Asus that the only way to get a functional one was to pay more.

I purchased this laptop as a gift. It arrived completely nonfunctional. The store refused a refund citing small print and I was told to take it up with the manufacturer.

Asus then told me that I would have to pay shipping in order to receive a replacement of the dead-on-arrival unit (a process which of course would take a week). When I refused, citing absurdity, I was told customer service might be able to help me but they were currently having computer difficulties and they'd have to call me back. They never did.

In light of this, I have to assume that either Asus has zero quality assurance (given their failure to notice a completely nonfunctional unit) or that their product is so fragile that it broke in shipping. Either way, it's obvious that Asus refuses to stand behind it. I'm a reasonable person and I understand that manufacturing is imperfect. But telling a customer they have to pay extra to get a unit that actually works is not only unacceptable, but downright fraudulent.

I have no use for the worthless block of plastic for which I paid nearly $400 and have been forced to file a claim with my credit card company.

No one should purchase an Asus product. After endorsing them for well over a decade, I will never again buy anything which bears their name. Nor will I be purchasing from any reseller whose policy is to refer returns of completely defective merchandise to irresponsible manufacturers."

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1/5

posted Aug-26-2009

"
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."

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1/5

posted Jan-21-2009

"I bought a Asus R1F tablet PC almost 2 yrs ago, it came with 2 yr warranty. Every since i bought it, the problems started, initially it was due to the default installed programs that would cause to make the laptop unstable, so customer service reps asked me to uninstall programs pre installed. After that my the laptop screen kept turning off at 1/2 battery life and had to restart the computer. This became really annoying so i send it in last year in may. They reformatted the HDD and send the computer back in 2 weeks. this happened again after 2 weeks once i started using the the tablet daily. so again i sent it in to repair it and they once again reformatted the HDD and send it back. and the problem duplicated it self. The tablet was sent in total of 4 times for the same issue. Basically Asus never fixed this issue but was waiting for my warranty to run out. Now they say i have to replace the motherboard and i have to pay for it since its out of warranty. They could have replaced the mother board 6 months ago when the tablet was first sent it. but since the warranty just expired, it dawned on them that the issue is motherboard.

I DO NOT recommend YOU BUY any asus products. When i came to this site, realized its just not me but 80% of the people are dissatisfied with asus.

DO NOT BUY ASUS. "

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1/5

posted Jan-06-2009

"Talk about the absolute worst company to be on the face of planet earth. Asus is terrible. This is my second board I have purchased in about 4 years. My newest has been the worst ever. Started with a bad ethernet port. So I sent it back to them for an RMA. 5 weeks later I get the same board back in the exact same condition. So I complain like any customer would and they get me to their high priority custom list with the advanced replacement. They are supposed to notify me when they get my paperwork the same day. I did some checking around and here 4 days later I have yet to hear from them. Some high priority their customers are. I would highly recommend staying away from asus until they get their act together (which wont be soon). This company clearly does not care about the customer one damn bit!!!!"

This review was modified by soundman777 on January 06 2009 01:22:32 AM

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1/5

posted Dec-08-2008

"I have bought many ASUS motherboards and just got my first experience having to send one in for repair. They did absolutely nothing to fix the board (board still dead) and sent it back in the same non-working condition with no explanation as to what they checked, zip! I had to contact them just to find out. Going on four weeks now dealing with their customer service (or lack of) people that have the attitude as they don't give a %#*&. I finally gave up after hours of phone calls and repeated ball dropping on their end. I will not purchase another ASUS motherboard again. Seriously! You will get better service from the Dell Dude in India (and that's not saying much).

To be fair, I did not buy from ASUS.com website. I buy from Newegg, Amazon and other vendors that carrying ASUS. I just wanted everyone to know my experience in dealing with their customer service and technical support people. I give them the lowest rating that there is.
"

This review was modified by drhoads on December 08 2008 03:29:12 PM

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1/5

posted Mar-11-2008

"Dealing with Asus has been pure hell, no other way to describe it. I bought a motherboard in the summer of 2007 but did not need it and left it alone in the box for a few months. When I attempted to used the motherboard it would short out after 10 seconds of booting. I called Asus and they told me they could not replace the Mobo they would have to prepare it. They said this would take 10 Business days. As of now it has been 12 business days and they have absolutely NO information on what is being done to fix the motherboard. The RMA department is unprofessional and frankly quite rude. I have never seen customer service so deplorable.
"

This review was modified by wvtalbot on March 11 2008 02:22:08 PM

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1/5

posted Oct-01-2007

ResellerRatings.com TOP REVIEWER!

"I bought a m2r32-mvp motherboard made by asus and warrantied for 3 years. It made it 9 months before the pci-e slot went out. I have for 2 weeks been emailing the rma dept and calling them and as of yet no replies to email or phone messages. This company has the worst customer service i have ever seen. Beware if you ever buy a asus product that you are in reality getting no warranty as they wont answer rma emails or the phone for rma."

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1/5

posted Aug-11-2006

"Worst experience so far with any customer service. Customer service reps were unfriendly and unhelpful, even supervisors accomplished nothing. RMA process was extremely slow and unproductive. "

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1/5

posted Aug-07-2006

"Absolute rubbish,

Computer broke after 3 months then again a couple of weeks after it was returned fixed. Each time it takes more than a week and a half for repair. Customer Service is terrible and there is no link between then people who fix the computer and the people you send an email to.

Not buying from these guy again."

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1/5

posted Jun-16-2006

"Purchased a white box from Computergeeks.com, shipped direct from ASUS. Box arrived looking OK, but inside box the computer was defective, with too much damage to use. Called computergeeks and they said, since it was shipped from ASUS, they must RMA. ASUS said computergeeks is responsible. Regardless, ASUS made it and it was defective and they treated the customer, me, like !@@##%. I told them I was a reseller and asked to speak to a supervisor if they want me to continue buying from them, and the clerk refused to put supervisor on line. Anyway, warning, do business with companies that backup their products with quality service, not ASUS."

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5/5

posted Apr-13-2006

"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."

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