"Hi everyone,

This is my RMA story.

Every third ASUS laptop is DIFFECTIVE.

I had a custom Asus gaming laptop G51JX-3DE/G60JX ($2351) from Xoticpc.com. I can’t say I have it because it has already been in the Asus repair station for more than 2 months and I don’t know when I will get it back. My RMA status is still the same: "Waiting-[WB1] Wait for Material/Spare Parts". I emailed the Asus representative Mr. Tien Phan ****@**** and got the response that the issue with my notebook was duplicated, and it was currently at a repair station waiting for the necessary parts to come in.
Because of that I began to initiate some action and look at what I could dig up.
If you look at the Asus website you will see that now it only has 2 gaming laptops G75VW (17’) and G55VW (15’), but there were a dozen different models in 2010.
My friend’s computer market analyst said that the Asus repair station is piled up with defective laptops, transformers, tablets. Almost every third ASUS laptop is DIFFECTIVE.
Since 2008 Asus started to produce their own laptops in huge amounts, though previously it was focused on the production of motherboard and other components. The range of its products increased in many times. They tried to compete even with Apple (Zenbook, Pads). But the Asus team just can’t compete with Steve Jobs’ team. As a result the quality of Asus products begins to fall dramatically. Asus Customer Service just can’t cope with the avalanche of custom claims.

Unfortunately, the quality of the motherboards – diamond in Asus crown – became worse compared to what it was before 2010. I built three rigs with Asus motherboards, last one is P6X58D Premium and I am satisfied with their quality. But now days are different.

Now we need to think seven times before buying an Asus laptop.

Having every third ASUS laptop DIFFECTIVE is too much.

pcbzick."

"Do not buy Asus products. I purchased an Eepad in Dec 2011. After about 2 weeks it started randomly shutting down. I have talked to them repeatedly on the phone and through email. The Eepad was sent back 2 times for repair (the first time I had to pay) and still is not fixed. I turns off and on randomly. The power button does not work at all."

"Asus has awful customer service. The monitor that I got was the VH238H. I got it last month, meaning that I still had 2 years left of warranty.

The monitor would randomly turn off and restart. At times it wouldn't even turn off, after the random shut down. This even happened on the first day of me using the monitor! I know my R7950 from MSI can handle the 1080P display fine. I've moved rooms to test this out, and the only thing that was wrong was the monitor. MSI's customer service is much better, 20 minutes RMA accepted. I shipped it to them the day after I got the message, and the new card arrived in my hands just 2 days later.

I contacted Asus, and I got no response within 48 hours, which was the time that they said someone could help me. I waited a week, still nothing. I sent two more requests after that, and guess what? Still no response. I doubt anyone has even bothered to read the messages."

"I will never purchase another ASUS product again. I could write a novel about all the issues I have had with their products and customer service. Long story short, they are a an awful company and treat their customers like dirt."

""ASUS currently does NOT actively participate at ResellerRatings to monitor feedback and resolve your issues."

If they did the above that would mean they would have to care about their customers, Truth is....they don't.

Replacement parts ans their so called non existent estore are the biggest joke in the cosmos.

Customer service consist of a bunch of idiots in a call center that are clueless about the company they work for.

How is it they have awards in tech mags for their products? I bet they make up an award and give it to themselves.

Steer clear of this nightmare."

"ASUS provides horrible customer service. They are impossible to work with. I would never buy another ASUS product again."

"Horrible Service and support center experience!!

I bought an Asus Zenbook Ux21 11" in March 2012 and I am still struggling with BSOD errors and this is the second time I am returning my unit to them for repair!

They have a lengthy procedure to verify all your information each time you call! by all info I mean phone, full add, full email everything!! waste of time.

Their process for shipping back the laptop for repair simply sucks!
You call the technical support hoping that the person on the other side of the line knows more than you about the products. but their tech support line people are just operators with NO knowledge of problems! They can only recommend that you recover the partition to resolve problems! no a word more than that!

The procedure to issue an airway bill for return is separate and operator basically has no control over anything, you may or may not receive an email about shipping your laptop since it is a different department!!

Horrible experience.. I am never going to buy an Asus again!!! never!"

"I glanced through the other reviews and I'm surprised to see that I'm not the only one with a complaint about their customer service!

My over-a-year-old Asus EEE slate died out suddenly while I was using it. I called support to ask about what I could do to revive it, and I was told to ship it to the Asus service center at my own cost. I asked for the potential costs of repair, and was denied any ballpark amount. I requested the amount for minimum possible charge (like how a mechanic will tell you its a $50 minimum just for opening up your car) so that I can decide if its worth the shipping costs, but the representative refused to give me any information. Understandable. He offered to have a supervisor call me back. I waited 3 days - no call.

I called again this morning, spoke to another representative, got the same response. He offered to put me on hold until his supervisor could assist me, and I waited for 23(!!) minutes on the phone for the supervisor to respond to me. The supervisor then told me something about a pinhole reset button on the side which I should press and hold. Apparently this is the first thing I should try when I encounter any such issue. What is unbelievable is that *both* the representatives I spoke to earlier failed to mention this reset button!

I'm appalled by the customer service and by the technical training that the representatives apparently receive. I really hope this improves soon. Asus makes such wonderful products and it would be a shame to lose customers because of poor customer service.

PS: I still haven't tried the pinhole reset trick since my slate is at home and I'm at work, so I can't comment on that."

"Never buy from this brand again. We had 2 monitor with bad power supply that under warranty ( 3 years ). Be told that power supply was accessory that carry less warranty. NEVER HEARD ANYTHING LIKE THAT BEFORE. They are not honor the warranty.
WILL NEVER BUY ANYTHING FROM THIS BRAND AGAIN. SUPPORT PERSONNEL WAS SUCK, DID NOT KNOW THEIR PRODUCTS."

"I will never buy another ASUS again. In short, the two hinges on my F3Ka gradually stiffened and ended up breaking through the back of the case - one after one year, the second after 3 years. The first one was under warranty. I sent it in for repair at great cost (I was not living in the US any more), and they replaced my nice glossy screen (seems like hinge alone couldn't be replaced) with a crappy matte one. In addition, the DVD drive failed after about 2 years, and the hard drive began to fail after about 3 (it is still struggling on with bad sectors and the like).

You know, the HD/DVD stuff doesn't tick me off that badly as I know these are fragile parts. But the HINGES?? There is no excuse for something that basic, or for replacing my screen with a lower quality one.

I recently got in touch with them to ask them if they would repair the second hinge outside the warranty because of the crap experience I have had. I've written them about 4 times and unsurprisingly they haven't even bothered to respond.

I wish there were more obvious places to put these reviews, which really don't relate to a particular model but to general quality control and customer service issues. If anyone has any other ideas, please point me to them!"

"ASUS RMA and customer service is absolutely ABYSMAL. Into the fourth business week, you know, mon-fri, they still can’t figure out the status of my motherboard. Keep getting the runaround from the CS people. One guy told me “its still in repair” called back two days later and the next guy says he sees the last inquiry but it was not answered. So, how could the person tell me it was still in repair if he never got an answer to the inquiry? Call back, ask for supervisor…. Can’t find one, get transferred to “Level 2 Support” big deal. Just know this, ASUS is ok as long as you don’t have a problem with it. If you need repair, just throw it in the trash and buy another brand."

"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."

"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."

"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."

"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.
"