1/5

posted Mar-20-2011

IF YOU WANT GOOD CUSTOMER SERVICE SOMEWHERE DOWN THE ROAD, DO NOT BUY AN ASUS PRODUCT.

I just received my laptop a week ago and already there are some glitches. My volume function key buttons are not working anymore. I called them about this and they told me to do a system restore. The guy's name was Dwight (I think) and he was so vague about everything. He didn't bother to explain what it did. Here is how the conversation went.

Him: We are going to do a system restore. Type in r___(I don't remember anymore)and click that.
Me: Ok, a window popped up
Him (rude, condescending tone): ok.... (like he doesn't know why I'm telling him this) what does it say?
Me: Windows System Restore blah blah
Him (continues rude tone): ok, yes that's what I told you to do so.... do the system restore (acting like this conversation should have ended ages ago)
Me: (first wait to see if he's going to say anything else like guide me through it) ok... so should I just go ahead and do the system restore by myself, or should I do it with you on the line?
Him (VERY CONDESCENDING VOICE): well it's very simple and self explanatory, just go through the steps. It's very easy, just choose a date. The dates are right there.
Me: ok, well what if it doesn't work? Is it guaranteed to work? (because he was acting like my problem was all fixed, so it sounded like he was POSITIVE this was going to work)
Him: Of course it's not guaranteed to work, nothing's guaranteed to work. If your problem is not fixed then just call back again (very impatient).
Me: (getting pissed and awaiting my service number and I KNEW he was going to just speed right through it)
Him: (proceeds to do exactly as I expected and quickly rambles a summary of what we talked about and proceeds to slur a 7 digit number into 1 second without asking if I was ready for the number.)
Me: Can you say the service number again?
Him: (disgusting attitude in his voice as if I'M the idiot and repeats each number with disgust in his voice)

What a F*CKING JACKASS! I know other people have experienced far worse and long issues with these people, but my 10 minute bit was more than enough. The WORST customer service I have ever received. I actually don't think anyone has ever been that blatantly rude to me.

I'm not even going to bother trying the system restore. I'm pretty sure it will not work - I have read from other customers that the reason for this volume glitch is because of the stupid game software that they preload onto the laptop. Once you uninstall it, it messes up some other applications such as the hotkeys.

Anyways, no point in fixing it now - I will definitely be sending this laptop back. Already one week in and I'm already having issues with the laptop, so I'm guaranteed to have more problems in the future, and I NEVER EVER want to talk to these Asus people again. I don't want to wait and go through what all these other people are going through.

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3/5

posted Mar-14-2011

It has been over a month now since I first placed an order for a new laptop. I purchased it open box and when received it, found that there was a big smudge on the touchpad that showed clear signs of use/wear. Customer service was nice and agreed to pay for the return label and also do an exchange for a brand new one. The brand new one was now on sale for even cheaper than what I had paid for the open box, and they said they would refund me the price difference. I was happy with this, but things just started to go down hill afterwards. (Keep in mind that this whole time I am without a computer since my old one had died, which is why I was TRYING to buy a new one ASAP). I shipped it out and it took TWO WEEKS for me to receive the new exchange laptop AND they charged me for expedited shipping even though they had offered it for free. The day I got the laptop, I powered it on and within 5 minutes of the computer setting itself up... it froze. I restarted it and it just failed to boot and stayed on a black screen with some words. I called the manufactuerer and they could not fix it and told me to SHIP IT TO THEM!! I was like hell no I just got this today! I called JR to do ANOTHER return/exchange. I also said they charged me for shipping and the woman said "oh it's because it was expedited." I said it was offered for free and she said "it doesn't say that anywhere here." Good thing I had PROOF in an email that they offered it and I forwarded it to her - but what if I did not have that email??? She also did not offer me a return label until I asked her for one. The laptop was also out of stock when I made this first call to her and she said she would call me later in the day after she checked (this call was early morning at 9 or 10). I waited all day and received no call, also sent her an email and received no reply. I had to call back myself 10 min before closing to see what the hell was going on. Turns out they received new stock of the laptop that day. Even though I had been through so much waiting around and inconvenience for the laptop, they would not ship out a new laptop for me until they received my old one - so what? probably another 2 week wait? I decided to just place a whole new order on the laptop so that it would ship out right away (however, they did not even offer me expedited shipping this time around - only free ground shipping). This has been a very frustrating process - my computer died over a month ago when I first placed my INITIAL order on this new laptop so throughout this whole waiting period I have no computer! I thought ordering through JR would be fast and I would have a laptop in a week, but now I'm waiting for the THIRD laptop one month later. Also, I have still yet to receive any refund for the price difference and shipping that they were going to give back to me. I have brought this up while talking to customer service, but still nothing. And now I have TWO big charges for TWO laptops on my credit card, but NO computer yet in my home. None of this was my fault - I did not return anything because I didn't like the way it looked or whatever - they were all just broken/flawed. I think JR should have offered me some kind of discount after all of this trouble and waiting around, but no - they wouldn't even refund my intial shipping charge. JR has proven to be a very slow process, but because the price is low and I liked the laptop AND I've already devoted a month to getting it, I'm giving it one last shot. If this third laptop still doesn't work, I definitely be going somewhere else to make my purchase.

UPDATE:

JR contacted me right away after seeing this and apologized profusely. I first missed the call and then received a voicemail and email stating that they were going to refund my initial shipping fee and also give me an additional small refund. Another person called again the next day to check if I had received my new laptop yet, and again apologized again and again and expressed real sympathy and seemed very sincere. This was truly great customer service and shows that they may make mistakes, but in the end they will correct and make up for what they did wrong.

I've received my refunds and also my third laptop. It was working great, but it is likely that I will end up returning it because it is a bit glitchy. This is not due to the fault of J&R, but because of Asus.

I've increased the stars for my ratings. I'm a very happy customer now, thanks!

ANOTHER UPDATE:

I've found that you really have to stay on top of J&R in order for things to go smoothly and actually happen.

The refund process is extremely slow. I returned my second laptop over 2 weeks ago and just received a refund today. Except.... I did not receive the full refund, I am still owed $10. This is actually leftover from my first return...the laptop was on sale for a cheaper price and they said they would refund me the price difference, but they never did. I expected that the refund would be given all at once this time, but they only refunded me the price of the second laptop... not the price that I paid.

Furthermore, I'm returning my third laptop and they said they would provide me a return label last week. A week passed and I didn't receive the label so I gave them a call yesterday. They said I should have received it (but I know I didn't, I've been through this process many times now) and they would request another label which would take another 1-2 business days. I called again because I'm actually going out of town tomorrow for a week and I want to get this shipped out asap (since its such a long process). They said they could email it to me by the end of the day. 6 o'clock rolls around and I still see no label. I call AGAIN because I don't want custserv to close and then I'm left with no label. The guy says ok, we'll email it to you right now. He made it sound so easy.... why couldn't they have just done this when I called the first time? MUST STAY ON TOP OF THEM! otherwise I probably would have never received it.

I trust in the end all of their mistakes will be fixed... it's just frustrating to have to correct all these mistakes in the first place and to keep pushing for things to get done when it is their job to get it done. Process is way too slow.

This review was modified by poo-pie on March 29 2011 03:13:01 PM

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