ASUS RMA == Beyond slow?

I am on my 3rd RMA with ASUS, each one has taken well over a month. That is a total of 3 months of the last 6 months with no laptop. Has anyone else had this kind of experience? The repair center is down the road, their support office is 15 minutes away, yet I have had a heck of a time getting an update from either. They promise an update then don't deliver.

At this point, I want the laptop back, just so I can sell it and move to a new manufacturer with better support of their product.

Very frustrated.

 

Can you email me the RMA number so I can look into your case for you and give you a status update. You can email me at @asus.com

 

My memory of ASUS RMA service (in Australia) wasn't that good, in fact somewhat close to what you describe it as. My only advice is to keep phoning up everyday from your landline, and to put pressure on them, which was what I did.

 

Yeah I have been doing that. My workmate had contact with an Asus marketing director and mentioned my situation, they called me Friday but didn't leave a VM. So seems the lack of support goes all the way to the top, lol. I already started shopping other manufacturers, looking at MSI.

 

An update on my ASUS RMA. After nearly a month, I get a call from their Fremont center. They had shipped a replacement refurb to their office and I could come pick it up if I like.

They tried to imply it was an upgrade, but it is the same one I had before, they were thinking my first ASUS was the one in for RMA, thought they kept records on these things?

I drove the 25 minutes to their office, waited 20 in their lobby and then the customer care guy comes out and tells me it won't be ready until maybe EOB.

Just wow...

After I get it, I am not even going to un-box it, it is going straight to EBay. Done with ASUS.

 

Another update.

The Customer Care rep I have been working called me up about 2 hours later and said they had finished processing the RMA and the laptop was ready for pick up.

I show up and get the laptop, for my troubles I was given some back pack, looks identical to the one that I already have. As I was walking away, I look at the specs of this G53, it is an older model than I had. Older generation, CPU, video and less memory.

Thankfully he came out to have me sign the paper that says I have accepted this replacement, glad I didn't, so I bring up the fact these are older specs.

He talks about being an upgrade from my G60, which was odd, because my RMA was for a newer G53, the G60 was my first laptop that had to be replaced because they had no available parts.

After thinking about it, they must have known they were giving me lesser specs and started talking about my old G60, implying they were upgrading me, when in fact they were down grading me. So, I called him on it, "Don't you guys keep records of all RMA, why would you think you're fixing my G60 when the RMA is for a G53?"

He didn't have much of an answer, he got caught trying to pull a fast one on me. I refused the laptop and started asking who his manager was, or who was in charge? He wouldn't answer, but I have the number of a director in his office and I left him a voice mail.

I am not upset anymore, but want this whole absurd fiasco behind me as soon as possible. They have lied to me about calls and e-mails, they claim they attempted to contact me, but funny thing, phones have call history, e-mails stay in my inbox.

Added all this to my BBB case I have opened.

 

Hah. Well. That sounds.. pretty much exactly like them, doesn't it..

 

I sent my UX32VD in to ASUS because of bad backlight bleed. It's been "Waiting-[WB1] Wait for Material/Spare Parts" since July 19th. I've called several times and had my RMA escalated twice just wanting to get an estimated completion date. What is taking so long for the part to arrive? The rep told me these repairs take "typically at most 14 days". It's been 19 days and no end in sight.

The most frustrating thing is I can't talk to anyone who has answers. I understand the call center dudes don't know - can I please talk to someone who does know? Some answers would be nice. "The part in question is stuck in customs"; "We accidentally shipped it by boat instead of by plane"; "There's been a manufacturing glitch, new parts will arrive in the next three days". Just something other than the usual "looks like it's still waiting for parts. Nope, can't give you an estimate on when your machine will be fixed."

Bought this ultrabook for college. I leave in a week - chances are without this computer. One of the reasons I chose ASUS was for the quality they like to boast about and a supposedly decent RMA process if there was a problem. Can't say I can recommend them to anyone based on my experience right now.

 

By the way.. wouldn't "beyond slow" actually be slightly faster than slow?

 

I have my UX31A in their Milpitas RMA HQ for almost a week now. Hope they don't screw me up. I will update my situation later.

 

It seems best practice is to just return the laptop to whomever you bought it from, and purchase another one from somewhere else.

 

its slow you get it back.

there might be a chance if it ever comes to this we here it all the time that something still doesn't work and you send it back.

just let them do what they're supposed to do until you get it back.


some people haven't even gotten their laptop back in 1-2 months might i say.

 

During my RMA nightmares almost a lifetime ago, I too had to make several trips to the repair center to pick it up, only to find problems occurring again at home.

Didn't help that the center was a 2 hour round-trip from the CBD where I lived, trying to travel through grid-locked, peak morning hour congestion.

ASUS seriously need to improve their product support, it is lacking in every possible way. Also how hard can it be to possible communicate? It is shameful to wait three weeks, before FINALLY ringing up to say that another 2 weeks is needed for replacement parts to be shipped.

 

Hello baseball62991
Sorry to hear that you are in the waiting process and that they can't tell you anything else more.
You can email me at @asus.com with your RMA number and I will see what I can do to get you an answer if you are from the U.S. It will take me awhile longer for a answer out of the U.S because I will have to contact headquarters which they won't get back to me until a couple of days because of the time difference.

 

Hello Zonebook

You can email me at @asus.com with your RMA number and I will see what I can do to get you a status update on your unit. Usually will take 10-14 business days to ship your unit back to you.

 

cl-jeffrey at asus.com ..?

 

[email protected]

Haha, best late april fool ever

 

Can't really put out my email on threads because of personal information being used so I am hoping that people can figure out to put my screen name to fill in the blank.

 

Ah okay, nothing to worry about.

Just a quick question where I hope you can help me. I am just trying to set my NB back to factory reset (with the self burnt 6 DVDs). After the 5th DVD (63%) I get a Error number 772. What went wrong and what does it mean?

TIA

 

Ask for Asus Service manager. They will take care of you.

 

Here is a link below of the explanation of error code 772 and a solution. I don't suggest clicking on those links as I don't know if they may have something that will infect your laptop.

How To Fix Error 772 Errors - Windows XP, Vista & Windows 7

 

First off thanks for Jeffrey helping me check my RMA status. Much appreciated.

I dropped of my UX31A to their Milpitas RMA location on 2012/08/02 and right now they are waiting for the LCD screen part to come at around 2012/08/28, then maybe a week more till they fix everything.
Oh well.. I had this laptop for less than a week and now waiting for more than a month for RMA. More, now my new laptop had to be torn apart and put back together again.

After this experience from Microsoft Store and ASUS(not quiet yet, need to see if they really fix my issues), I might go for an Macbook Air or Pro for my next purchase, at least I am willing to pay more for better customer service and quality.

 

I'd like to add my appreciation for Jeffrey here as well. After weeks of getting no explanations from the ASUS call center, Jeffrey within an hour got me what I had been asking for all along: some kind of estimate. I also heard 8/28 date for the LCD screen to arrive.

I can't say I'm thrilled with how everything has gone down, but if you have a problem, Jeffry's your man. Only person at ASUS to give me straight answers.

 

Got a call on Friday 8/31, asus rep told me that the part that supposed to arrive on 8/28 did not arrived for unknown reason.. Hence they called just to let me know, and they told me that "someone" is taking care of my situation already.. Told me to expect a call from them for another 24~48 hours (I have been hearing this term for more than 5 times already)..
Tuesday 9/4 still no word from them yet, I requested a direct exchange of the Zenbook since my RMA had been ridiculous long and plus all the delays. Will update this situation later.

 

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 [email protected] 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.

 

I just had my Asus RMA. Took 2 weeks total including shipping. My laptop was out of warranty by 1-2 weeks and they still take care of me. Can't be happier

 

Great ..if Asus could possibly sacrifice a tiny fraction of that effort on their bios tweaking.. :/

 

I am very disappointed with Asus RMA support. Not even kidding, I have had my laptop less time with me than with asus. I am awaiting the second repair on my UX32VD. First wifi wasn't working and now dead pixels...sigh.