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  • ASUS

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  • Review History & Profile See full Rating history

    Product & services pricing Rating 2.50/10 2.50/10
    Chance of future purchase: 0.00/10
    Shipping & packaging: 0.00/10
    Customer service: 0.00/10
    Return/Replacement policy: 0.00/10

94 Customer Reviews

Rating 2/10

"I originally bought a G74VW from asus, which cost me about 2,000$ at the time as a stock machine. for the first year the computer ran wonderfully! but eventualy everything started going down hill.

Eventualy the G74VW I had started having random screen blackouts during use, i would go black for a little wile and then turn back on. I thought that my OS might have gotten corrupted after downloading something so i just did a factory reset. The problem persisted leading me to believe the graphics card was going bad. Nope, I sent it into asus and they responded saying that the motherboard wasn't receiving enough power. So obviously they replaced the internal power supply right? Again nope, they replaced the motherboard and sent it back, but the problem persisted. I had sent the laptop back 3 times and each time they only replaced the motherboard up till the last time when just before I was sending it back, and I had finished printing out the shipping labels I shut down the computer and the internal power supply EXPLODED sending shrapnel and other small debris flying out the fan vent.

Im lucky I didn't have the laptop in my lap when it happened or I might have gotten a trip to the hospital. Asus Sent me a model newer laptop for obvious reasons but would not extend the warranty past 6 months. On top of that it took me contacting the BBB twice to make them fullfill the warranty extension.

My problems with the company did not stop there. About 2 weeks after I got the new computer I started receiving OS Crashes, not bluescreens but explorer.exe crashes. Right clicking a drive would crash explorer.exe. So again I tried doing a factory reset and the problem persisted. I sent the computer back into asus and they responded that the OS And the factory state was corrupt. But instead of them re-installing the factory image and sending it back after a day of receiving it, they took an entire moth to solve the problem, and every time I asked them what was taking so long they responded "We are trying to figure out the best way to solve the issue" which isn't hard especially when they know what the issue is. It takes about 2 hours on average to install an image to a computer hard drive where asus took 4 weeks eating a month off my new extended warranty (Which is now expired).

Now here after the expiration of the waranty I am still having problems and the replacement computer is just barely over a year old. The sound card keeps crashing along with the wifi card and the operating system AGAIN. I even replaced the OS hard drive with a new SSD and im still getting operating system crashes and hangs, and when the wifi card crashes, it also freezes the entire operating system for a few minutes. Not only that but the only way to fix the wifi card is to reboot. Also the sound card problem? I have to unplug my USB headphones and wait till the computer does that little "bla doop" sound and then plug it back in. If i don't do this the sound card doesn't come back. My computer also froze once while trying to write this review so I had to start completely from scratch.

I am never buying anything from asus again and I recommend to everyone I talk to computer stuff about to not get any asus products.

This review was modified by Azmuth on November 13 2014 07:36:07 AM

Rating 2/10

"completely concur with the other asus users: crappy products and horrible customer support . i had the same problem sent for repair several times, and they still refuse to replace the defective unit, even though it was still under warranty... i hope people will stop buying their products..."

Rating 2/10

"Horrible service, DO NOT BUY ASUS! I received a damaged laptop, they wrapped it so badly after a repair , that the LCD screen broke during transit. Even though I explained, sent pictures, made several statements as they requested and did all I could to give evidence to the fact they messed up, they are trying to bill me $265!! I have been without my laptop over 5 weeks and all they offer me is to dispute this invoice (meaning another 3 weeks). AVOID THIS COMPANY - LOOK AT FACEBOOK UNDER ASUS SUCKS OR consumer complaints....wish I had!"

Rating 2/10

"Asus memo pad 10, screen died within 6 months, been told by Asus that I have damaged it and not covered under warranty. Crap products crap service. Bought a Samsung instead, better machine and I know their customer service is spot on . Don't waste money and time on Asus products."

This review was modified by grimbumtripe on October 16 2014 11:25:26 AM

Rating 2/10

"Asus Customer service is horrible. I bought this powerful computer for work in our medical office. After 3 months of use, it crashed. At first we thought it to be a software problem, so we reloaded it with Windows 8.1 pro. Since this would wipe out anything on the hard drive, we thought this would take care of the software issue. A few weeks later it did the same thing. It cost a huge amount of down time at our front desk. In fact, we had to temporarily install my HP laptop which was my Christmas present. Asus support, which has reps that you will never be able to understand, had names like: Mike, Tom, or Susan, but you got the distinct feeling that wasn't really their name. They gave us zero help. Finally we shipped the computer back to Asus which cost us $85. I also sent them a letter explaining all of this and the fact that we wanted a new computer, not our old one fixed up, but they totally ignored my letter and never even mentioned it. It was as if I never took the time to write a letter. Bottom line, don't buy an Asus. If you do, please take my advice and get it from Best Buy and get the replacement policy. They say my piece of junk will arrive on Wednesday, but I am not looking forward to it. Save yourself some trouble and buy HP or some other brand, but don't buy Asus. One star is too good for them.

Rating 2/10

"I was trying to connect a 4T USB drive to my RT-AC66U router. While the drive is seen by the device, it shows as unmounted. Connecting a USB 256G flashdrive does work.
I’ve contacted the Tech Support 2 weeks ago and the representative spent 40 minutes with me trying different things to try and resolve (factory reset, switching USB port, changing firmware,…).
He ended up the call by asking me to try with another drive of capacity smaller than 2T and call back Tech Support with results.
I’ve tried connecting a 1TB drive and it didn’t work.
I’ve tried connecting my 4TB drive to an RT-AC68U router that I borrowed from a friend… It does perfectly work.

This is where the nightmare begins.
Since then, I’ve been unable to contact Tech Support by phone 4 times (50 minutes wait, 40 minutes wait, 20 minutes wait, 45 minutes wait).
After waiting 35 minutes on the phone yesterday, I finally got someone. But as soon as I provided my case number, the call “dropped” .
I tried then to contact Tech Support by chat. Same thing. For 6 times in a row, as soon as I provide my case number, the representative will end the chat.
Really ?!

I then contacter Customer Care and talked to a polite representative that told me he would look into it and call me back in the hour.
I never received a call, but I got a useless email saying that I should contact Tech Support for my issue.
Well… thanks for the advice !!

Bottom line, I have a defective device that is still under warranty (13 months old) but no one at Asus seem to care.

Worst customer service (seriously, who hangs up on customer ?) and Tech support I’ve ever seen.
At that point, Asus should just shut down their Customer Service and Tech Support departments and save some money here and the result for customer would be exactly the same.

This review was modified by gdavoud on October 04 2014 11:26:15 AM

Rating 2/10

" Asus service support isn't willing to think outside the box. I have been having an issue with the hard drive on this laptop for over two and a half weeks and getting someone to call me back was useless; because they couldn't resolve the issue. The laptop one day started moving extremely slow, so i called. The person we spoke to went through the normal Power Cycle trouble shooting procedure. When the laptop wouldn't start they suggested I send it in or take it to best buy (their authorized repair center). Since I needed to get this taken care ASAP i took it to Best Buy. Best Buy concluded that the hard drive was in "complete failure" I called Asus back and was told that this issue could be software related!?! The hard drive isn't on. Can't get off the initial boot animation, the hard drive isn't spinning, making any noise or vibrating at all. Asus suggested backing up the hard drive and sending it in. Since the hard drive isnt working, i had to take it back to Best Buy so they could extract the files. I have all my newborn photos on the hard drive and a few clients' photo sessions on the drive that i needed to get off. Best Buy let me know that they would have to access the actual disk to extract the files. I called ASUS just to update them on the process and they informed me that it would void my warranty if Best Buy had to open the hard drive. If they couldn't access my files without taking the hard drive apart then i would just have to send it in and ASUS will just wipe it and send me a new one. I'm not saying that ASUS is responsible for my files being lost. I am well aware that i should have backed up the photos, but what got to me was them telling me that they couldn't trust Best Buy's diagnostics, so if Best Buy broke the seals, it would void the warranty on the laptop. Their authorised repair center couldnt be trusted?!?! I would have to send the hard drive in, but "back it up if you can." Every time i talked to someone, they would tell me "sorry you cant access any of your files, i understand you can back it up by accessing the disk and pulling the files, but you cant" Every time they talked to me they told me to back it up! After a week and a half of fighting with them, i couldnt wait any longer, i called them back for a fourth time, just to ask them to send me a recovery disk. I informed them i would be buying a new hard drive from Best Buy and paying Best Buy to install Windows 8 from the recovery disk. ASUS told me they dont have recovery disks for windows 8, i can reinstall windows 8 off of the hard drive that has a recovery partition. Since the hard drive isnt working, ASUS recommend i send it in and they will swap out the hard drive and install Windows 8 (but of course, back up the files that you can)"

Rating 2/10

"Sent in a 2 year old non functioning motherboard in for replacement under a 3 year warranty. Even though they accepted my RMA request would not replace the board only repair it for a $110 fee. When I refused they sent back the non working board. Terrible service."

This review was modified by KennQuist on September 11 2014 03:17:16 PM

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Rating 2/10

"ASUS has the worst tech support I believe I have ever encountered. To begin with, the female voice on the automated greeting is so inarticulate as to at times be unintelligible. She sounds like she has a tongue piercing that prohibits her ability to annunciate clearly. Then after the lengthy on hold process begins, the same voice obnoxiously reiterates about every 10 seconds that your call might be recorded.
When a tech rep finally does come on the line, they direct you to a website where you can download a manual. The guy assisting me was unable to tell me the page number where the info I needed could be found. After several minutes scrolling through a PDF file, I located the section pertaining to the issue I was experiencing. At that point, the rep directed me to follow the directions and he bailed out, ending the phone conversation.
The downloaded manual contained probably the most incomplete instructions I have encountered and did not enable me to correct the problem with my wireless router. It was back to the telephone rigamarole with a so-called "techie" who did not seem to have a clue how to assist me, yet acted as if I were at fault for not having the skills to avoid calling him in the first place.
I will never again purchase another piece of ASUS merchandise nor would I ever recommend it to anyone else.

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Rating 2/10

"Asus has got to be the worst company on the planet, I bought an Asus laptop, it developed charging problems less than 6 months after purchase. I contacted Asus and I was told to send the laptop back to them, which I did.
Asus and their repair agent contacted me that I had damaged the charging port and the motherboard as I result I have to pay over £250 for the repair. I have never opened or tried to open the laptop so there was no way I could have damaged the motherboard.

Asus refused to return my laptop unless I pay an administrative fee of £42, they even threatened to scrap my laptop if I don't pay within the set time.
I will never ever ever touch any Asus product and I will continue to let the whole world know how useless and unreliable their products are.

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Rating 2/10

"Have you ever had a customer service rep hang up on you? Well, I just did, courtesy of Asus! What terrible terrible "service"! I was merely following up to check on the repair status of my Nexus 7 2013. See, my Nexus failed for some apparent hardware reason - entirely their issue, not mine, i.e., not user-caused error. I just picked up Nexus one day and it wouldn't boot up -- even after trying to do factory reset.

I called Google Support to try to resolve the issue (stellar customer service, by the way), the agent and I walked through and did all possible fixes but the thing still didn't work, so it was decided and confirmed to be a hardware issue.

Now back to my horrible experience with Asus - I followed up with them to check on the repair status because their online repair status check is a joke - either they're not updating it timely or my tablet is not moving along the process and not getting fixed at all!

Okay, so first of all, they would not even acknowledge the hardware issue, much less take ownership of it. Clearly, I am not the only one whose Nexus failed on me the same way, as I have read multiple forums online stating the exact issue I was having. So I demanded that I be given an ESTIMATE, a RANGE of dates based on best and worst case scenarios of when I will have my Nexus back in my hands. Instead I was given a roundabout answer essentially saying "I don't know", and at times, the canned response of "it takes 5-7 business days to repair". Okay, fine, 5-7 days to repair, but that is just a fraction of the end-to-end process from their receipt of my tablet to the actual shipping out of the tablet back to me. So again I demanded that he respond to my question - what's your best and worst estimate of when I will have it in my hands. He didn't seem to understand my question, told me flat out in a raised voice that I "do not understand", and was constantly OVERTALKING me. Now, I would've tolerated that answer and behavior if I was dealing with a small obscure company, but this was Asus for christ's sake!

So as I continued on to relay my overall dissatisfaction with their service (again! I also received terrible customer service when I had first called a few days ago to report my issue and initiated the repair process), the customer service agent just hung up on me. HUNG UP!!!! I mean, really? Mind you, even though I was already pretty irate I still remained polite in that I still censored myself and was not cussing them out even though I know I was already surrounded by thought bubbles full of expletives directed to Asus because of my mad frustration.

And then silence, looooong silence - I stayed on the phone for 8 minutes without hearing nary a sound from the other line - effectively ending the conversation, which clearly amounts to hanging up. WORST CUSTOMER SERVICE EVER! Just so so soooo bad I can't find the words to fully describe just how awful they are!

Why is Google - an amazing company with superb customer service - partnering or aligning themselves with a company such as Asus?! The two are WORLD'S APART in how they treat their customers! Never buying an Asus product again! And unfortunately for Google, I've been warning friends and people I happen to talk to (regarding devices) to NOT purchase Nexus because Asus does not know how to treat their customers right! It is customer DISservice!

Rating 4/10

"I had failure with a router. The 5G signal wasn't showing on my very new laptop. The rep failed to have me make sure that my laptop was 5G compatible. It isn't. The 2G signal was intermittent so I returned it. Corporate policy doesn't allow a replacement product to be sent right away even with a deposit from the customer so I had to wait for it to get there and come back to have a new router. In addition they make the customer pay return postage for defective products. This is unacceptable to me. Cisco does the same. Customers become the quality control employees and are not only unpaid but have to pay to do so. Cheapest mailing was $12.
When I couldn't get 5G to work, the rep noted that my new computer may not be compatible but was unable to find a way for me to test it other than to check the manual. It took me 2 minutes to find a method online. What's with these guys? Aren't they supposed to know how to troubleshoot issues?

Rating 2/10

"Asus customer/warranty service is the greatest reason yet NEVER to buy an Asus machine.

My son's Asus laptop power supply died. The less than a year old, under warranty, computer was fine, just the charger was dead. Asus sent us to Best Buy, where they confirmed the diagnosis, but said they didn't have a replacement charger.

I called Asus back. They insisted on a one week RMA process - I send the defective charger to them, they decide whether to repair or replace, and one week later, I get a charger shipped by Fedex Ground....from California...which means the machine is down two weeks.

Their alternative? Buy a new charger for $50 plus shipping. That, they said, might come a bit faster.

I asked if they'd ever heard of a charger being repaired, and whether they seriously thought that was acceptable service. They said they "understood" my "frustration with the system."

My son's exams are this coming week. Do you think Asus will EVER get my business again?

Don't buy Asus...unless you're OK with ridiculously bad warranty service.

This review was modified by dave34734 on June 14 2014 01:06:54 PM

Rating 10/10

"Monitor came in pristine condition. Great Price for Great product AWESOME!"

Rating 2/10

"Don't waste your time and money! ASUS is a company that operates on a business model that has absolute no respects for consumers' rights or confidence. We bought a computer from Asus and regretted ever since. The product was of low quality and the service was far worse! It took them more than a month to track down where our computer was in their service department. They are very disorganized and incompetent. This company makes us think twice when we purchase from a Taiwanese-run company from now on!"

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