A Customer Complaint Story

Part 1 - Short Briefing: I had had the misfortune to purchase an Asus W3J. It worked fine for about five months and then suddenly it started having serious problems that even the Asus technicians cannot still fix, although Asus denies at the same time my right to be given a new one, despite the fact I was foolish enough to purchase apart from he laptop the "Asus Advantage Programme", i.e., a programme that it seems that offers too many disadvantages.

Part 2 - The pure facts: As an attorney I took care from the very start that my communication with the "prestigious" Asus company was made in written form. so it is interesting for anybody considering to purchase a laptop like W3J, S6F, VX1, W7, A6 or any kind of Asus motherboards or generally hardware to know how do they react and assist their so-called V.I.P. customers like myself! Please keep your laughs until the very end!

Part 3 - The Worldwide Service Asus boasts that "no matter where you go asus accompanies you all the way" --- ha,ha! I have NOT left from Europe, but they are incapable of doing anything for a whole MONTH. If this is the best they can do for their euphimistically called V.I.P. customers, imangine what do they do for others!

Part 4 - The Asus Politeness. Please note that Asus employees were kind enough to change my personal password in order not to be able any more to send them letters they are obliged to answer through their V.I.P. service but luckily for them I found a way around it to access again the Asus V.I.P. area and make comments)

Part 5 - The Hard Core: The Communication with Asus or "So far So Good"!
They promise and promise that “we will fix it soon” but nothing happens! Dealing with this people is a culture shock!

(I eventually decided to delete the e-mail communication I hah had with Asus employees so far in order not to make this review longer than it already is.)

Few notes and clarifications

I believe that it is important for this discussion totake place in this forum simply because I know that many people outside U.S. come and visit it and indeed this was one of the forums I personally visited in order to find about Asus before purchasing Asus W3J or VX1.

The V.I.P. service and the customer care of Asus concerns every potential or actual Asus customer no matter where he/she lives. The same also applies to the fact that they acknowledge they do not have spare parts in a whole continent (yes Europe not Antarctic, africa or Mars Continent XXVII) for a new model. I cannot truly imagine what the case will be after a couple of years (as a V.I.P. member I allegedly have a three year guarantee). Now they say "It is a rare model, few people buy such an expensive laptop like that, we have spare parts ONLY in Taiwan". Then, they will probably say "it's an old model, few people were foolish enough to purchase it from the very start, we do not have any spare parts...would you like a wireless and keyboard and mouse instead?"

The serious problem was that the laptop could not work ON BATTERY, but again it might be a small problem for some PEOPLE since it is only a laptop and could still work eith its Ac adapter right?

The most serious inherent problem of Asus W3j ( the "root of evil" some people would call it) is that it's overheating. I had heard some dubious remarks on this issue and I had my own too many reservations on their truthfulness but after having run down this road I can reassure you 101% that this seems to be the problem of malfunctions and its short-life.

Possible solution: Buy an exceptionally good aluminium base for W3J and avoid using it without it for many hours in other places unless you are somewherenear Alasca and you plan to use it outdoors!

Actually, after a whole month, Asus have sent spare parts from Taiwan, so my laptop is allegedly fixed and will arrive in my place tomorrow. However, I do not make any more comments on that before I receive it and see whether it's working or not!

It's good to know, it's even better to avoid being hurt.

It's true there are very few good companies around but Asus is certainly not even close as good as it promises to be.