1/5

posted Feb-21-2012

"I have to write this so that ppl will know what Asus does to it's customers.

I called several times to CS to talk about what i should do since my computer didn't come with a recovery CD but had a partition. after talking to a CS rep for more than an hr i was forced to go back to Best Buy to have them do a diagnostic. Come to find out that my HDD needs to be replaced....np, it's still under warranty. I lose my laptop for about 4-6 Wks. About 6 months after that i get hit with a virus that wipes out my Start menu and ALL icons on my Desktop. I have done a back up using Carbonite so wasn't worried about doing a OEM reset...so i go to get into the hidden partition on the HDD and it isn't there. i talked to a CS rep again and they tried to tell me to do an OEM reset. Upon telling the rep that i had my HDD replace under the warranty i informed him that the HDD did not have the OEM recovery partition.

The CS rep then told me that i could send in my laptop again, losing it for another 4-6 wks for them to install it for free (well, not free i would have to pay to ship it there.) OR (and i love this part) I could pay $50 to to have them send me the OEM recovery disks. So i either pay $100 to ship it, or $50 for a recovery that should already be on it.

In a nutshell...Asus has great PREMADE computers..I for example have the G73JH and love it. however, Asus DOES NOT have the customer support one would expect from a major computer company. So i would get the extra warranty that is optional from Best Buy or even Asus itself...it will save you in the long run."

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1/5

posted Jan-19-2012

"Sorry if this seems rantish, but i figured i would add to the complaints here.
So i got my Brend New PC in April 11, when i recieved it, i turned it on to get a cannot find boot device error. I called tech support, they had me check the HD and make sure it did not come unplugged during transport, which is what happened. So first call was a successful fix, and it happens sometimes.

Call 2, wes because my PC would randomly crash while i was working on it. They had me do an OS recovery, which wiped everything i had, and i had to reinstall everything.

Call 3, same problem, PC still randomly crashing, no matter what i would be doing, playing a game, going online, sleeping.. So they had me do a 2nd OS recovery. By now, it's only June.

Call 4, Same problem, and i insisted i was not going to do an OS recovery. So they have me ship it out for repairs, Which I had to pay for. I get the PC back about 3 weeks later.

Its August now and call 5, again, Same problem, so they have me ship it out Again, at my expense for Additional repairs. Once again, it takes 3 weeks to get my PC back.

November and Call 6 because 3 days after getting my PC back, it started crashing again. This time they say we are going to ship it to our Main repair facility in Cali, which costs me another $80 in shipping.

December 2nd, i get the PC back, turn it on and it freezes during the boot process. I call them again, they say we need to ship it out again. This time i ask if they can pay for it, since i am a bit frustrated by now. So they send a shipping label. I ship the PC out on Dec 12th.

Jan 18 2012, i get the PC back after it being gone for over a month, i plug it in, and get, what a surprise, Cannot Find boot device. I try unplugging and replugging the HD in, no luck, so once again i call for support Call 8 by now, which i say i want my money back. They say call the company i bought it through. I call and they have a 14day money back guarentee, and say i need to deal with the manufacturer since its under the 1 year warranty. Call Asus back Again, call 9 and they say we can have you ship it back out for repairs again. If i want a replacement they have to make sure its not working, and when they get the system, it magically works. And when i get it, nothing works.

I just feel like they are stringing me along until the 1 year warranty is up, then they are going to drop me like a rock.

I have never had PC prpoblems like this with Any PC i ever had, and i will Never order anythign Asus ever again.

Their Customer Support is horrible, and they do nothing to actually fix the problems. I mean Seriously, they sent me a Lemon, and are just tryign to string me along.

I just wish i did some investigation before i bought the PC, and i would not have had this much Grief."

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1/5

posted Jan-17-2012

"Here is an update on my issue with ASUS, So again the repair sheet stated that my HDD has been replaced with new HDD ! huh ASUS think they can deceive people , i had the manager whom ignored me for 2 days called today ( may be after i made a very bad survey )
and he said that they were wrong they actually never replaced my HDD they just preposition it( yes sure i buy it )which contradict their repair sheet whit even had a FAKE part number on it for the fake new HDD .
wait wait wait HERE COMES THE SUPER SHOCK !!! when i took my netbook apart , to compare my HDD part number with the fake one stated on the repair sheet , i found that my HDD has a refurbished label , and the manager said they didn't replace my HDD so i still have the original which comes with the netbook , SO ASUS USE A REFURBISHED parts with a brand new computers and i think that is AGAINST The LAW . I"M going to report this !



The repair sheet stated that they replaced my HDD with a new one , but when i started my netbook , i saw same partitions that i have created with same names , a brand new HDD should have only one partition C , i called the ASUS center, asking for explanation! and the representative was totally repeating himself saying it written new on the repair sheet , and was unable to explain to me why i still see my old partitions, he made me leave a message to the manager whom ignored me and never called back . I TOOK THE NETBOOK APART AND FOUND THAT THE HDD p/n Doesn't MATCH THE p/n STATED ON THE REPAIR SHEET , AND THE HDD WAS Refurbished . I STILL NEED EXPLANATION !!!!!!

Basically i had to repairs on two different products , first representative was RUDE RUDE and ignorant
second one was nice and helpful , third representative was nice and SUPER DUPER ignorant.
"

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1/5

posted Jun-05-2011

"I am shocked at the arrogance of these people. Here is the story: thier service (called webstorage) which is promised to be provided with my new Asus laptop (model 1015PEM) did't work. I contacted their customer support. The answer I got from their representative reads as follows (verbatim):

“It also says:
- All specifications and terms are subject to change without notice. Please check
with your supplier for exact offers on selected models. Products may not be available
in all markets.
- Product may not be exactly as shown in images”
(reference to a footnote on http://commercial.asus.com/product/detail/87)

i.e., everything we state as the specifications of your laptop, including our webstorage service, may be provided with your laptop, or may be not. We told you on our website. What then are you complaining about? And that's not all, Asus customer support closed the thread unilaterally, with me having no chance of inquiring or responding any more! All of this despite the fact that not only every retailer (including amazon), but also THEIR OWN WEBSTORAGE SERVICE webpage promises otherwise!

My case is there, in the cyberspace, on THEIR OWN WEBSITE (http://blog.asuswebstorage.com/about/), with the full reference number, and they just don't care!"

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1/5

posted Mar-29-2011

"Do NOT buy an asus laptop
I got a new asus G53JW laptop which unfortunately used to deliver the Blue Screen of death. After some troubleshooting i did by my self i sent it back to asus service centre (Thats after 20 days from the day i bought it). After couple of phone calls they told me that they located the problem and that they order new motherboard and cpu! (What? for a brand new laptop? ) Anyway after a month i got it back, and everything worked until one day i decided to use the 3d vision from nvidia which is build in the laptop! the 3d does not work any more. Again the same process, troubleshooting and back to the service. After all.... I decided that asus is just a company that cannot deliver service and products of any standards. Shame!"

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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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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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