Is Asus a bad company or is it just me?

So here is my story...

I bought an Asus g51jx in March 2010. Over the span of 7 months, my laptop broke down 4 times. The first time it broke down was a month after I bought it. First the hard drive crashed than the motherboard and when it broke on October 8, 2010, I went to my school technicians to just give a quick view of it what was wrong and apparently the motherboard broke down again. The 3 previous times it messed up I called Asus, got RMAs, sent it to them and always thought when I got back it would be perfect, but apparently not. I was furious because this is my senior year and I have to deal with a broken down computer again for the 4th time and it's not even a year old. I sent out my laptop to them October 15 and UPS shows and states that it was received by them Oct 18. They didn't start repairs till Oct 22. So I call every now and then to see what is going on but no one gives me an answer and keeps saying it is in repair, 10-14 business days it takes. 14 business days pass....not until 4 weeks after they started repair on the computer it's finished, on November 19th. By that time I've left to home for break so have to wait till I get back to school to receive my computer. All this time I have not received one email or one call from any technician or supervisor who I demanded to talk to.
The week I was home I kept calling Asus for a tracking number but they can't seem to find one until Nov 29 they finally give me a tracking number. And guess what.....they sent my laptop to the wrong person. To someone all the way in Alabama and I live in Connecticut. I am OUTRAGED!!!! I already ordered a new laptop from dell, which is the company I was with for three years before asus and probably should have just stayed with them because I never had any type of issue like this with them. Now this past week I've been trying to talk wth this supervisor who said he will call me back Wednesday...didn't do that...Thursday...no...It's Friday, still nothing. I want answers because this beyond stupidity at what they have done. I leave off campus on December 12 and do not even know what is going to happen to my asus laptop or whether I will be getting a new one. I've read other horror stories too and I'm happy for those people who never had it this bad with this company but never in my life would I reccommend asus to anyone. WORST WORST WORST computer company I have ever dealt with!!!

 

There isn't a single brand name you could mention without somebody having a horror story like yours.

I know it doesn't make you feel better and you have every right to be outraged at Asus. The dell will hopefully give you better piece of mind and luck.

 

It's just this is not a time I need this issue...so happy I'm getting my computer on tuesday. I have finals in 11 days and have dealt with no computer for almost a month and a half. Running from person to person to library to library to just get my work done. People might think not having a computer in college is not that bad, but it's horrible. Asus...I just can't trust them anymore. I know they are probably not the only company to do this but still....anytime I called them, 10-14 business days. After that ended, they are just lost and kept saying they moved my issue to a supervisor and they will call me back but that never happened. I usually don't get angry at people on the phone but I was pissed. Than you tell me you sent my laptop to someone half way across the country from me.....are you serious......

At least I'm getting an alienware m17x...on the brighter side of things.

 

I hope you get many years of trouble free use out of your Alienware, sounds like you deserve a break.

That said, is Asus a bad company? According to most customer satisfaction reports, Asus ranks at the top for PC laptop reliability. You would not know that from reading some of the posts on these boards, however. Unhappy people tend to be noisier than satisfied customers, it's a fact of the customer service industry. In the end, what matters most to you is your own personal experience. If you aren't happy with Asus, avoid them in the future, good company or bad.

 

Advice to asus customers, I also think a problem I made after I sent out my laptop was do not let them let you send it to the Indiana facility. If I only knew beforehand that the main was in California, I should have requested that but apparently the Indiana facility has bad rep from what I heard. Who knows? My first breakdown I did send it to Cali and they gave it back to me in a timely manner and I even got a call from the technicians. Indiana....nothing....

Oh and by the way, lol, where can I make a signature? Can't find it in the User CP.

 

You gotta make more posts.

 

i had a similar experience with my HP Pavillion DV6, now i have an G73 and havent had a single problem...ever, not even the infamous GSOD. Asus make quality products but hey, not a single company is flawless, lemons do happen and you should call consumer protection because techniaclly, after 4 times in the first year they should stop repairing it and replace the laptop

 

Seems like a fine company so far but some of their tech support agents are a little brain dead. A guy argued with me over the phone today b/c he didn't believe Asus had 3D laptops with 120h screens and kept telling me the only way my 3D would work is if I bought a 3D TV with HDMI.

 

IMO after a long span with ASUS, I'm finished. Though, when the overall mood of ASUS changes I will go back. Their reputation is great, however; quickly diminishing. The public are fickle...Most will go elsewhere and find the same treatment, few will stay loyal to their corporations until they’re inevitably screwed.




I think the overall saying: “You get what you pay for” is somewhat skewed. If anything, I’d think statements like that are designed to get the consumer to shell out more. Hell, I spent very little on my p-7805u and surprisingly it’s a great machine from what I thought to be a questionable company. I figured buying from a reputable company like ASUS things would be a ton better. However, it happened to be quite the opposite for myself and many others.




I think the problem is inherent within the business model. When companies blatantly started beta testing software on the consumer, I was pissed. Now, it seems the hardware companies have followed.
From a consumer standpoint, what is the lesser of all evils? Pay twice what a machine is worth to get something that actually works? Or, be DIY and fix everything yourself. Either way the standard is set; beta test products on the consumer, let them cry and moan, and make them deal with overworked/underpaid employees that often follow a script and abide by strict company policies. In the end, some CEO is getting a promotion and a fat bonus for saving the company/shareholders money.




It seems to me the newer generations are more tech savvy right out of the womb! They’ve enveloped a DIY ideology, which is good really. However, big business sees this and exploits the hell out of it. The rational? They’re still buying our products as fast as we can make them. They whine and complain to our employees that have an attrition rate of 90% so, we could care less. Mean while, we’re people that have come to these forums looking for solutions. <- LOL




Let us say I did shun ASUS, it’s not going to hurt their business any. I’ll deal with another organization that has adopted the same policies, and be just as dissatisfied my new product as the last. We’re the modern day consumer, and much like everything else in life. We’ll deal with it until it’s so outrageously bad that we all speak up, or stop buying products and demand better from companies. Sadly, we must wait till it gets to that point.




I remember growing up and hearing my father ranting about companies competing for your business. He used to say gasoline was 5c a gallon and if you drove down the road, you could get it for less and they would throw in a 6 pack of Coke. Maybe that was back when the U.S. actually had a competitive market.
I wish I could say; I remember when customer service was priority! Hell, I can’t remember the last time I got anything resembling customer service.

Food for thought, when dealing with any company. Check them out on http://www.bbb.org/
ASUS Computer International <- Rating = ( F)

 

im sorry or you, youll miss out on some amazing laptops

 

Every laptop company has it's faults. There is no way around it. Hoping that Dell will be better is delusional.

Here are the facts:

1). Asus is #1 rated reliable for their notebooks over a 3 year period for 2 years running, this has been rated by 3 different independent sources who are the primary 3rd party repair/warranty providers for notebooks. Beating out Sony and Apple for 2 years.

2). Asus warranty is the best in the industry. 30 day LCD no dot policy. Most companies either won't provide o you have to have a like a dozen dead pixels... 2 year parts and labor free. 1 year accidental, and free shipping for repairs. 24/7 free tech support.

If you want to find horror stories from Dell? Dell can beat Asus handidly, easily for horror stories. If you think your experience was bad, just read some horror stories from Dell.

I've read of Alienware, where someone paid good money for the extra on site repair. Dell sends someone who has never worked on Alienware. Tech upon arriving told customer, wow, so this is an Alienware, never worked or seen one before. After he left, the casing was broken and bent because he didn't know how to take it apart.

So sorry to tell you, if you are looking for some magic from a laptop company that is perfect, you SOL!

 

Well maybe Asus isn't a bad company, maybe like someone said before that I just got a bad experience with them. I honestly don't feel I will be missing out on good laptops. Like someone also said, it depends on the person's experience. I had a Dell laptop for 3 years before I bought my Asus one and I only had two issues with them in that time and both of them were handled perfectly. On the other hand it so happens when I got my Asus laptop it broke down 4 times so honestly what would any of you do if my situation happened to you? Probably do the same thing. So I don't agree with you Ruckus because you are stating that there are still more horror stories from Dell. That still does not leave out the fact that Asus does have horror stories. Every computer company does. I'm not being delusional that I'm hoping Dell is better because Dell was better for me, being a customer. You are stating facts of Asus, I get that, but that still doesn't give me a reason why I got a bad computer and the worst computer repair experience of my life.

I'm happy for the people who never had an issue with Asus and that is wonderful for you. I just can't do it anymore. I've had good experience with Dell so my opinion is to just stay with them. No laptop company is perfect, I hear that, but any rational human being would go to the company that has served them better in their experience.

By the way, I did demand for a new laptop the last two times it broke down but the customer representatives I talked to on the phone kept saying that it's the technician's discretion to decide on that and they would never give me a new one. I even sent a letter with my laptop those times explaining my feelings but they never understood me. The Asus computer specs are good, there is no lie about that, I just don't like the customer representatives or technicians.

 

And is it free for UK based operations ? or would UK have HQ in the UK or would we have to send our faulty units to America ?

 

This applies to all tech in general, a lot of the best stuff out there boasts "only" a 0.5% failure rate, which means at the end of the day 5 out of 1000 people are stuck holding lemons... op happened to be one of those 5

Asus does have relatively poor customer service compared to business quality or premium CS (alienware, hp business line ect) but it really doesn't differ much from standard consumer company lines. Imo sony has worse support than asus, because many of their products rely solely on sony (driver updates cough) and they tend to discontinue service entirely after 2-3 years.

Difference between asus and dell in this case? Unless you are unlucky, you won't even have to call/deal with asus support even past their warranty period. With your luck, you'll have to call dell the month after your warranty expires...

 

Well I guess I was the unlucky one because I'm still in their warranty and had to deal with them 4 times =/. My warranty actually expired for dell this past spring and I gave my old laptop to my parents and it's working fine for them. It's just weird...My alienware has a 4 year warranty though and I can extend it after it ends so I'll see what goes on with this laptop in this 4 year period and what happens after. Maybe it's all about luck. I was unlucky with Asus and lucky with Dell?

 

Well i just bought a G51JX near the end of October and so far its been doing ok. Theres a stuck pixel on the screen which i noticed about 2 weeks ago, and some 2 random white spots on the screen which I'm not sure if its a pixel problem or not, but i still didnt send it in to get fixed because i need this laptop for finals. Those screen problems are hardly noticeable on a 1080p screen, but i did fill out an RMA before my 30 day dot thing expired, so they know that the problem arised before the 30 day period. I don't think the white spot problems count as pixels and is just a screen problem in general. Only good thing is that i live in Toronto which is where their Canadian RMA center is located. I will do a drop off after finals to see if they can replace my screen quickly. I've heard many positive reviews of drop offs and in some instances same day service.

On the other hand, the old Toshiba in my sig that my parents now own is nearly 2.5 years old with no major problems. The cd rom drive broke down because a screw came loose inside it and screwed it up, but i got a replacement for $40 and thats the only real problem i had with that notebook. Its been going strong since i got it and never had to deal with any Toshiba customer service to date.

 

The way I saw this, it wasn't an issue over whether YOU like Asus or not or about your own personal experience. You asked if Asus was a bad company.

The answer is no. Everyone has a personal preference for the products they buy, there is nothing wrong with that. It's unfortunate the experience you had, but I can't comment on it, since I don't know what you did, or exactly how the problems came about. Just taking your word for it, that the laptop by itself broke 4 times isn't good enough for me. I'm not calling you a liar, but nor can I believe what you say completely either, for obvious reasons. But... sorry to hear you were upset about the situation.

Good luck with your Dell.

 

Actually, I was neutral about the company until today.

6 phone calls. I was hung up on, forgotten about on hold, and called "confused" or "lying" because "Asus does not have 3D laptops".

4.5HRS of phone calls and 0 results on a small tech issue.

Absolute horrible technical support.

Oh, and this is the best part:

"Aight. Imma axe a supervisah dat question. I be back in a min." ...Glad they hire the "brightest" lol.

 

Heh, Dell just admitted messing over their customers on purpose, ASUS used to build for apple, and HP always has problems.

To be honest, just get a computer with a good configuration, and fix it yourself when there are problems.

 

You guys are spitting out BS. The BBB gives Asus an F.
Even Dell has a B.
Most Asus buyers are buyers on a budget that have little or no computer experience.

And Ruckus, I've heard stories of Asus where you send a laptop in and wait for 3 weeks and get it back still broken!
The G73 has had GSODs for more than 6 months without resolution and other companies such as Clevo and Alienware have never had a user get a GSOD ever.

 

Apparently customers feel different, feel free to check them out on United States and Canada BBB Consumer and Business Reviews, Reports, Ratings, Complaints and Accredited Business Listings. As for best warranty in the industry, 24/7 customers service, and 2 years parts and labor free with free shipping. Apparently these people that filed claims don't know about it. Or, for them it doesn't exist.


BBB Rating for ASUS Computer International
Based on BBB files, ASUS Computer International has a BBB Rating of F on a scale from A+ to F.
Reasons for this rating include:
-Failure to respond to 59 complaints filed against business.



I do enjoy my G73JH-BST7, but I'll not buy from ASUS again until they get their stuff together. It seems like they can take your money, but when it comes to helping you with the product you bought; they could give a less.

I've never understood people that were loyal to corporations, makes no sense. They're not loyal to you, and obviously not loyal to all those people that felt they had to escalate their cases to the better business bureau. Business is business, if they can screw you and make more: THEY WILL. Then again, isn’t that the idea? Make as much as you can with the smallest effort possible?

In closing: Is Asus a bad company? Nah, not really. They're implementing some really crappy business practices, but people are taking notice right away. I think that's good. That's the way it should be! Can anyone name technological establishment/organization that is perfect? Nope…Lets just hope that ASUS will see their errors and correct them, but how can they if no one says anything? Get involved, check out your business on BBB. Check out what's being tweeted, and consider your alternatives. Never, never, never develop loyalties to any company. They’re there for one purpose: to convince you to put your money into their hands. For that; you should get a working product/service and great support for that product or service that you paid for. When everyone settles for less, that’s when they’ll give you less, and less.

Be a smart consumers!

 

So far for technical support, I would rate the laptops I've owned like this:
> Dell
> HP
> Asus
> MSI

This is out of personal experience and a sample pool of less than 20 calls over 3 years.

Asus may pick up the phone in 5 minutes, but they'll place you on hold for 30-45 minutes and return with nothing. MSI on the other hand will make you wait on hold for 1 hour +, chew food over the phone and smash the receiver over and over again until you hang up. I honestly have no idea how call centers can operate like this. It's like they find the worst type of people in the country and employ them.

I'd much prefer Dell's Indians or HP's Phillipino's over Asus/MSI's American (?) reps.

Since people in India/Phillipines have to work or starve, they value their jobs much more since the majority live in poverty and the competition is tough. I was reading that Dell India hires 28yr+ and prefers B.A.'s in business, so it's not like Asus where high school drop outs who could care less about their jobs get hired. Here in Canada is also full of bad call centers since people can easily get hired at another one or get government support for 60% of their wages (after 560 hours) for a year+, so people just don't value the job.

 

+1 for political correctness

 

Yes, most asus buyers are on a budget - no, people without computer experience buy apple or hp.

The fact is that for most categories/lineups, asus holds the best price/performance ratio out there, and it comes at the cost of service.

speed/performance, price, service/quality - pick 2. Rule applies to the entire tech industry. No company has all 3, or they would have a monopoly.

 

I like Asus so far. My G73 experience has been very positive, not 100% of course but nothing enough to ruin my experience. My last laptop was a Gateway and it gave me nothing but crap, their customer service is also pretty crappy so the G73 has been a GODSEND in comparison.

 

Well that's your opinion I guess. My laptop did break four times in the past seven months. There are no scratches or cracks or anything on the laptop. I have virus protection on my computer, kept it clean, basically did all the things to keep a laptop in good condition. That's why I had my previous laptop for three years and it still even works after I gave it to someone else. Even at that, how could any computer's motherboard mess up after only a month of using it, freshly bought off the market. I have no reason to complain about a messed up laptop if I know in my mind that I caused it.

The main issue really is how my computer was repaired. No matter how it broke, it still took almost a month for them to repair it, I had no contact whatsoever with any of the technicians or supervisors they promised who will call me, and they sent it the wrong person. The customer representatives on the phone were no help at all. That's just crazy. Well thank you for wishing me luck with my dell and I also hope everything works well with my new computer. 2 days till I get it

I know Asus computers are a good price so they get that. Speed/performance is good if they always sold laptops in great condition, but service/quality....NOOOOOOO =/

 

I just bought an N53JQ. All the specs are great except they put a 5400 hard drive in the machine. That is a really bad design decision. The laptop is loaded with 6GB DDR3, i7 740M processor, N-Videa Graphics card, ... So the bottleneck will be the super slow drive. They could have spent a few dollars more and put a 7200 HD. Anyway, I thought I would get it and replace the HD.

And thats when the nightmare started. First, most laptops have a few screws to remove to get to the HD or the RAM. Not this thing, it is so tightly made, I have no idea how to get to the components. I spent all of Thursday trying to get some help from their customer service. They have the most horrible customer service center. They dropped my calls several times, and even connected me to another customer!, and when I got people on the phone they had zero knowledge and zero interest in helping their customers. They also said they didn't have a tier 2 support and I was never connected to a supervisor. I am just about ready to return this laptop to the store. It is a shame because the specs other than the HD really rock.

If you know how to disassemble one, please let me know at
http://forum.notebookreview.com/asus/538439-how-disassemble-asus-n53jq.html#post6943787

Many thanks!

 

I have G50VT-X1 bought at BestBuy 2 years ago. I broke the keyboard and had it replaced. The service was not that good. They didn't understand what I needed and threw one part (a clip) I sent by accident to trash. WIthout that clip, there was no way to reconnect the keyboard. They sent another keyboard but no clip. They said the clip was part of motherboard that I broke it. So I had to send the whole laptop for them to repair. I eventualy just put a thick card board to tie the connector to motherboard.

Some people only follow orders. They don't actively thinking what is good for customers. They may do everything as required but that may nto be customers really need. Asus customer service fits to that category. That experience changed my attitude toward Asus. I would think twice before purchasing any Asus product even if it's 20% cheaper. (50% may be worth the risk though

 

Can't say I had a particularly good experience with Dell, personally. My M1530 had serious overheating issues and they pretty much flat-out refused to do anything about it.
Ended up giving up and buying a laptop cooler, which lessened the problem.

 

Does that come from the BBB, too?

 

ASUS is not a BBB member and ignores them, so they have an F rating. There's nothing constructive to be had in this thread. Venting about bad experience is fine, there's already a thread for that here: http://forum.notebookreview.com/asus/413829-tell-us-your-asus-rma-experience.html