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Asus horrible customer service

post #1 of 17
12/4/07 at 11:45pm
Thread Starter 
Sorry I have to rant,

I recently sent my Asus F3JP in to get a crack fixed on the bottom. The crack started from a spot where a screw was screwed in. I think it was because the screw was way too tight and caused it to crack. Well i sent it in a couple days later they ship it out. Fedex tracker said it was left at my front door. Well they were wrong. So my laptop was lost. That just starts to get me mad.

A day later they find my laptop and I get it back. I turn it on and my lcd screen doesnt work. Now that really pisses me off. I call them back get another rma and ship the laptop back out.

Well today i received my laptop again this time fedex was no trouble (amazingly). I turn on my laptop and I notice that it works. But all the way around my touchpad there is a ton of scratches. It looks like someone took a screw driver right to the touch pad to pry it up. Theres probably 30 scratches around it. The touchpad itself also scratched. Just to add to it the touchpad is very loose like I can move the pad itself and it makes a loud clicking noise when you barely touch it. I called them again and told them that I will not send my laptop back to them because everytime i send it, it comes back worse. I want them to send the new parts to me and ill fix it, or I want a refund for the laptop. They asked me to send pictures and see if they can do anything, but they say they probably wont fix it cause I cant prove that the technican did that. I emailed them pictures and all the information.

Even if this works out I am never buying an asus product again. I dont care if they have good products its the customer service that makes the product and their customer service just ruined it.

Sorry had to rant.
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post #2 of 17
12/5/07 at 12:34pm
I had a similar situation with my G1 and that Asus tech support, I had a sound issue where my sound would intermittently not work, it would say the audio device could not start, so I sent it in, they replace my motherboard and reinstalled the OS. I got it back and the third time I turned it on, there was another sound issue saying there was no audio device, so I sent it in again. This time they replaced the motherboard, and the sound card. Once again they reinstalled the OS and in the mean time ended up putting over 25 viruses on my computer!!!! And they pushed up the aluminum palm rest because the put in a screw that was too long. How they did that I have no idea. I got it back and Once again it still did not work, so I talked to the Manager of tech support. I sent it to California with 10 screen shots of the problem. They supposedly could not duplicate the problem after a week so they fixed the palm rest that they messed up, and sent it back.

I got it back for the third time and guess what, it still had a sound issue, so I called the manager while I had the screen up and asked him what he wanted. I took a screen shot and e-mailed it to him while he was on the phone. Finally he agreed to give me a new laptop and now I have a G1S which is very good hardware wise, but Vista is a pain.

Long story short I spend 3 weeks without my laptop, they couldn't fix it, I have the Asus Tech support number memorized, and I will definitely not be buying a computer from Asus again.
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post #3 of 17
12/5/07 at 11:48pm
Thread Starter 
Well, I took a look at the laptop some more today and they really ruined it. The keyboard is completely loose and feels like its going to fall out. There is a bunch of screws missing. The heatsink has a stripped screw and missing screws. The laptop feels like its going to fall apart. You know what i get from asus a bunch of crap. Thats what i get. They said a supervisor will call me back. Thats probably a no. I need to get higher up and get this resolved. This thing is beyond repair i either want my notebook replaced or a refund. Carbuff what did you have to do to talk to a higher up.
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post #4 of 17
12/6/07 at 2:16am
Thats too bad. If you want to talk to the manager just call the Tech support and then ask the technician to talk to the manager. They will probably ask if you have a case number, but if you just describe your situation and ask to talk to the manager they will transfer you. I specifically talked to Robert Diaz. I am sure you have dealt with support before, but just be persistent, they got sick of me after a while so they finally gave me what I wanted.
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post #5 of 17
12/20/07 at 4:15am
Dude.. I am about to ge the F8Sv and now I see this. Good thing though, because the above situation reminds me of my experience with Acer computer.

I am going with Dell now, at least have pretty good support in the last 3 laptops.
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post #6 of 17
12/20/07 at 11:38pm
Thread Starter 
I have an update on this situation. If you want to get something done make sure you dont talk to the indian guy he is worthless. If you want something done go right to the supervisor. I talked to Robert Diaz like carbuff and he is getting stuff done. I told him all the problems I had with it and he was amazed at what happened to my laptop. He told me to send it into the california service center instead of the indiana one. If the laptop checked out to have these problems he would replace my laptop. That was about a week and a half ago almost 2 weeks. He called monday this week and said they will replace my laptop. I was happy. I then received a call today saying that they dont have the f3jp but they asked if i will accept the new f3sv-a1. I accepted and they said because of the holiday season they will try and have it out by sometime next week. Their technical support(not to sound racist but especially the indian customer support, mostly because of language differences i think) is horrible but if you can get past them to the supervisors they will get it set right.


Will i buy another asus product again? I dont know.
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post #7 of 17
7/17/11 at 9:54am

Hi, I sent my asus to a markham Ontario Address given to me by an ADW person over the phone. He told me that this was the asus canada service address. I sent my laptop there with reciept and the adw confirmation letter. And now it's lost. And asus has done nothing to help me out. they don't answer there emails and when i phone, i get cut off while waiting. These assholes kept asking me for an rma #, which i was never told about until i reported my laptop missing. And the funny thing is it was signed for in markham ontario. Now i'm running out of resources and patience. and asus, very unprofessional and piss poor customer service, nothing but ignorance and the run around.

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post #8 of 17
7/18/11 at 2:58pm

Yeah, ASUS isn't so great with customer service for any of their products. Not the worst customer support but one of the worst, or maybe I've just had bad reps.

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post #9 of 17
7/20/11 at 10:51pm
Sad to say but are there any good service from a Chinese own and run company? Sad but true, it is not in the culture. Lol!! Once Asus grow large enough where it is practically division run by US, service will become priority. Otherwise until then, great product, sad service.
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post #10 of 17
12/14/11 at 5:25am
Resurrecting this old thread because I have on ongoing problem with ASUS service.
It seems they don't have a customer service or complaints department.

I have sent a letter to the headquarters of ASUS Netherlands (where I currently live), the same person who initially gave me the poor service answered the letter so no luck there.
I have sent two letters to Ben Yeh of ASUS UK and never got a reply.

I am looking for a name and a postal address of someone in ASUS who will actually reply to my complaint.
Can you guys help me find this info? It doesn't matter which country this person is in, I just want someone high enough in the company who will actually review my complaint.

My next step is hiring a lawyer but I want to exhaust all other possibilities first.
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post #11 of 17
12/14/11 at 5:57am
For some reason, it seems that Asus has terrible customer service in the UK and parts of Europe, but very good service in the Americas and east Asia. Unfortunately, I can't provide a name for you, but I suspect that if you call the US or Canada office, or the Taiwan office, you would find someone willing and able to help.
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post #12 of 17
12/14/11 at 8:35am
What about going back to where you bought the comp? Or did you buy it directly via some ASUS web site? European law states that sellers (not private) are responsible for problems arising within the 1st 2 years.

cheers ...
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post #13 of 17
12/15/11 at 6:33am
My ASUS netbook screen failed 2 months after purchase (lines on the screen). I contacted ASUS tech support and they sent me an RMA number.
The RMA service is done through a third party company called Dynafix. Once they received the netbook, they claimed the screen was broken (as in cracked) and I had to pay to repair the damage. I contested this and asked the ASUS representative to escalate the case. He refused and gave me a postal address in the Netherlands to send a complaint letter. I sent my letter and received a reply from the same ASUS rep who didn't help me in the first place.

ASUS have no process to review customer complaints. I sent them a fully documented complaint with photos proving my screen was not physically broken but they ignored me.

Once Dynafix has the netbook, you have three options: pay for the repair, get the netbook back unrepaired or have the netbook recycled.
This meant that I couldn't get my netbook back and repaired until I paid. Since ASUS wouldn't review or escalate my complaint, I felt I was blackmailed into paying this money or never get my netbook back.

So basically the original seller was never involved, which obviously I bitterly regret now because they are a reputable company. But it's too late now, I had to pay to retrieve my netbook and I am trying to get that money back from ASUS.
They charged me almost half the price of a new netbook for the repair.

TL, DR version: my ASUS netbook failed after only 2 months of use and ASUS made me pay to repair a problem which I believe was due to a manufacturing fault and should be covered under warranty.
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post #14 of 17
12/15/11 at 2:18pm
I would push further sing your documented information to claim the money back. Use some sort of local Better Business or even going thorugh a newspaper consumer support column for assistance. Good luck.

cheers ...
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post #15 of 17
2/22/12 at 4:22am
I have started a blog to compile my experiences with ASUS:
http://barassie.wordpress.com/

Best of luck to everyone who is experiencing the same problems. If enough of us complain, maybe their upper management will look into improving their diabolical service.
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post #16 of 17
2/22/12 at 8:05am
Quote:
Originally Posted by zelie View Post

I have started a blog to compile my experiences with ASUS:
http://barassie.wordpress.com/
Best of luck to everyone who is experiencing the same problems. If enough of us complain, maybe their upper management will look into improving their diabolical service.

You might as well as going after Dynafix at the same time. There are some dodgy 3rd parties repair shop all over the world. These people want nothing to do with warranty, anytime they can get $$$ for any support tasks they will go for it, leaving the customers holding the chit-chatting bag with the manufacturers.

As mentioned in my previous post, Europe (minus UK) has a very specific electronic consumer protection law - you can always go back to where you bought the (new) comp and push for repair/replacement during the first 2 years.

cheers ...
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post #17 of 17
4/7/12 at 11:11am
smilepak said: //////////////////// "Sad to say but are there any good service from a Chinese own and run company? Sad but true, it is not in the culture. Lol!! Once Asus grow large enough where it is practically division run by US, service will become priority. Otherwise until then, great product, sad service." ///////////////////////////// Funny I was thinking the exact same thing. Culture has more to do with their piss-poor customer service than people are aware. For those of us who have some idea of what Chinese culture is like, it seems plain, simple, and obvious!! I should have known better.
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