ASUS has the worst tech support

And I do mean the absolute worst! I am disgusted with them. Even more so than giving $1900cdn to those bums 1 month ago from today.

I have had to call them a few times so far. Every single time I get some person who cant even understand or speak English. I then have to repeat my phone number, name, serial number 34594648545 times just for them to comprehend and spell it out about 3495 times on top. By the time they get my info that is needed, it's already 20 mins gone by. That is just brutal! And they do NOT seem very professional at all. "Asus how can I help you?" What the heck kind of introduction is that? Even one guy said "ya how can I help you?" How is this suppose to make their customers needing help, feel very confident in them?

I just called in 15 mins ago and spent 15 mins with the guy just spelling my name, good lord! Get some people who can understand english for crying out loud. And then when I gave him my serial number, he said it was invalid, like wtf kind of bologne is that? I dont think so! I repeated it 11 times for him to understand and even read it off like a complete learning dummie. He then asks me to write it down and fax or email it to him. What kind of request is this? Is it that hard to take down numbers and alphabets? Does this guy even know the alphabet? Most likely not. So he said that it was invalid and he was going to look into it and call me back. I was like do you even have my number? He's like "ya I do, its so and so"...call you back. By this time I just said ok and hung up on the loser. I was so fed up and lost my patience with him. Bet he wont call back. He probably only knows how to pick up the phone and not dial out.

 

Let me just say that if you own a Z83v - Asus doesn't owe you any tech support and I'm surprised the first answer out of them wasn't "call your dealer". I don't know how Asus function up there - but it's still not their problem....... any and I mean ANY problem you have is an issue for your dealer to take care of. So, in this case, I think it's not exactly fair to say what you did about them because they don't need to help you. It's like buying an Alienware desktop with an Asus motherboard in it...... have a problem with it and call Asus and they'll laugh at you..... it doesn't mean they're support is bad.

 

learning-asus didnt you buy your notebook from the states? if so that explains why your serial number is invalid in canada if your calling canada asus. Dude you have serious issues. You need to calm down and take a different approach

 

That is funny; I use to work in sales and used to get these types of customers all the time. Like this one time this guy bought a laptop from us and had an extended warranty for one year, two years in total. He calls us about 4 years later, threatening to sue us if we don’t repair it for him, apparently he though extended was extended for life. Lol

But seriously chill out dude, if you are rude on the phone they most likely will not help you.

 

I have dealt with every company costomer service. I have called asus a few times so one thing or another and they were great. wait times are for any company. They did have a thick accent but they understood me perfectly and they didnt make me go through the list of **** dell and hp make you go through they were overall very helpful and im happy with them. If you think its bad you really dont know much about the computer industry try calling HP and see if you can get any progress done they dont even listen to your issue they just make you go through a **** list of things to try then say send it in.
And justin is right only if you bought the barebone alone from some vender are they obligated to help you with the barebone. You bought a built pc so asus should not handle the warranty. and if you bought from the states shouldnt you call asus US since barebones arent covered under global warranty anyways? its very nice of them to even help you. If it were any other company out of the warranty jurisdiction they would just say sorry your warranty is not valid here.

 

You have have to speak fluent chinese to work for Asus... it's hard to do that without it being your first language.... so... accent or not, In the US anyway, even though the tentured people there are Taiwanese... they sound mainly like California dudes because they've been here for so long.... I know the guy was calling Canada, but regardless... at least you're calling someone in your country who's actually knowledgable..... not someone in India calling himselve "jeff" to make you feel good and reading off of white papers....

 

I called almost 4hrs ago, filing for a case number, a box to be sent to my door for pickup to get this process going. The guy said he would send me an email with all the info needed to read, and what do you know...nothing yet. I would like to get this out ASAP>

 

I don't know what you're talking about - but Asus has no connection to you at all and at this point - I'd almost feel like screwing with you also..... Are you talking about Asus of your deadbeat dealer who should be taking care of this problem?

 

ASUS tech support, you have to call them to file an order for a RMA.

Deadbeat seller wants nothing to do with this. He took my money and ran, what a cold hearted thief.

 

Learning_ASUS,

1. Calm down. At least they didn't lost your laptop - thats happened to me before, and when they just say, "well, we won't find it, so we will just give you a new one" with not emotion and have no regard for the data that they lost, then you can be pissed.

2. When you have no claim to this, don't get mad. I bought a warranty for my last laptop that guaranteed a 3-day service and return. Aside form it taking nearly a week for them to finally setup for them to get my computer, it took them more than 6 WEEKS for me to get it back.

None of this was ASUS, and whats happening to you isn't a big deal. Chill out. I like reading the forums for the help, not the needless stress factor. Good Luck!

 

I never had to deal with ASUS tech support myself but if I have any issues with my notebook, I am supported by my reseller (powernotebooks.com) and I had to call up their support for a Graphical display problem with my Z81sp. Being a tech myself, I researched the issue out and found out that there was a beta BIOS that could fix my issue. I passed this info on to my reseller's tech support and I found them to be a hell of a lot better then HP and Dell.

I called in this issue on a sunday night and they told me that they would pass this issue on to ASUS for me. On tuesday, my reseller sent me 2 Beta BIOS versions wich came diectly from ASUS and 1 of them fixed my issue that I was having.

I say if you went through a reseller which offers tech support I say contact them becasue, if anything needs to be passed on to ASUS, i say that you will get a better turn around time or your reseller's tech support might have a resolution for you.

 

If you really need that box. just call asus back and give them your claim number. What reseller did you order from that gives you no support?

 

Well, there's a lesson in all of this and you should turn your complaint about Asus into a huge compliment if they did anything more than tell you to talk to your dealer..... which - no matter how they acted on the phone - is more than they should have done. I'll tell you right now that any physical damage to your system is going to make this cost you -- because Asus isn't going to fix a system that's obviously been mishandled, under any type of warranty.....

You need to call out your dealer - not just here on the forum, but to Asus. This is their problem and the BIGGEST problem about saving a few bucks (which everyone likes to do)...... is that in the end, all you have to go on is reputation and the likelihood that they want to stay in business..... those are good reasons why you'll pay more certain places. Of course, you should have legal recourse - but that'll cost you money - the biggest reason these types of companies will continue to get away with stuff like this..

I feel bad for you as I've said before...... but really all I care about at this point is the attitude towards Asus which is totally uncalled for. If it were warranted - that'd be another story, but it's not..... not at all.

 

wOULD love to go through my reseller, but it aint going to happen. They frankly dont give a ****, as long as they have my money.

 

All I know this is just stupid, having to wait for an email that will most likely never be sent. All I need is to schedule for a pickup tommorow, and what to include in the original box, how hard is that to tell me over the phone? Jesus Im getting so impatient right now, and this thing hasnt even been sent out yet. Imagine, after the 3-4 week time period when I get it back.

Who knows, Im kinda scared sending it out. They say 5-10 bus days but it would be 5-10 months for all I know. I could be bringing upon much more stress on me than I really need right now in my life.

I just wanna cry right now

 

Okay...NOW you're starting to sound like Sexybeast...

 

But wouldn't you be a bit depressed about this whole thing? If I was getting the least bit of support from my reseller, then sure I wouldnt be in such pain.

 

alright, lets just re-evaluate my situation here. I am in as tough of a dilemna as you could imagine.

Say I send it in, I will most likely need to pay for the top cover to be replaced (since keyboard clips got jammed in).

Then another thing to ask myself is, if ASUS is going to be working on the unit in person, would I rather just pay them $470USD to replace the LCD for a new one, and that way I dont have to send it off to screentek, take apart my LCD to find the part no. etc. Worrying about it getting damaged in customs, knowing its 2x the shipping. That is really a lot of hassle.

Besides dont forget, dealing with ASUS i dont have to pay a single cent on shipping. Screentek, im looking at easily $50 each way, so that brings it up to $225CDN or so. And dont forget this is just to re-coat it, not a new one. So yes, there is risk involved.

I have to weigh out the troubles of dealign with both places and whether i would rather just get ASUS to do all the work on the spot.

 

^ So you're just getting a new one right?

 

Well, for the meantime yes. Looks like Im going to pick up an HP 8120 I think it is - 17'' Turion 2.0. I have 15 days to use it then refund it. If everything goes as planned, and say I get my LCD work done at ASUS I should have my laptop back before refunding the HP.

Who knows, maybe I will fall in love with the HP more and sell the ASUS when I get back *jokes* If I pay ASUS to get the LCD replaced, no way Im keeping the HP.

Ah, so much running around for me here and there.

I really need to ask myself, is it worth risking damaging the unit, by havnig to send it off to two places? When ASUS can do it all there on the spot (for more $ obviously), but it cuts my downtime and risk and hassle sending it to the U.S.

 

Paralysis by analysis. I vote replace the LCD from ASUS and be done with it. No more worring about "what if I don't like the look of it" or "what if I can still see the scratch." Not much downside apart from the cost.

 

thats what im leaning towards too. Nothing against screentek, but im sure they deal with so many laptop brands, and im not sure if they will be super gentle with them as ASUS would be.

 

That is their bussiness im sure they will take care of it. I do think you over reacting though. Noone here gets depressed about a laptop unless its stolen. just call asus back if you dont think they will send the email.

 

i have 2x already, been on and off the phone all day today. No work done.

The guy said i just have to wait...he put a rush order on it cause i told him i would like to get this out tommorow if i can.

I was this close to selling the thing, but I have a feeling that it wont be easy. Not cause of the mark but because its ASUS and its not like reselling a Toshiba or HP...that more people know about.

Besides, it could take 6 months for all I know to sell the **** thing. That would mean, thats $1900 sitting (unusable), for that time and not sure if I can afford that right now. Too many other priorities in life right now - bills.

So I will be picking up the HP in about an hour from now. I hope I dont end up liking this one more lol.

 

If you had the means of acquiring a new laptop with such ease then why are you in such a freakin' panic stricken state??????

I'm sorry mods and everyone else, but I have to be mean again.

If all this time you were able to just buy another laptop then quit wasting our time with your whining, pointless threads, and stop posting~!!!

Jeez.

 

What? Do you think I want to have 2 $1500+ laptops, over $3300 in laptops sitting around, when I only need one? Its not like im buying this one and writing the ASUS off. I was just carefully planning out the best on what to do on the ASUS - so I dont go wasting my money here and there.

I was going to buy a new laptop and sell this one off, but I figured i would fix it first then decide. The HP im 99% returning in 15 days.

 

I hope everything goes well for you LearningAsus... On another note... why do soo many ppl on the ASUS threads get so angry, defensive, and accusatory all the time... lol Is it because theyre paying soo much for their laptops?

 

The support that we got from Asus at work was always very professional and fast as I recall. Never heard of any problems with them, in fact they have a pretty good rep here. Hope it'll get sorted out.

 

No sorry, I'm just cranky.

I'm on my male monthly PMS.

 

Learning_Asus, who was your reseller anyway?

 

this will tell you

 

Hehe.. Yeah I know.. but it seems he doesn't want to say it here.

 

I always try to help anyone on these forums. but some people are just using way to much drama and complaining about everything.

 

Ok, just got home. I got my first good news, got the email finally from ASUS, saying how to pack it up and that purolator will be here to pick up tommorow between 1 and 4. My dad will be home. So here we go!

Im typing this on the new HP. man this is one nice machine, but im not digging the desktop like clicky keys LOL. Very very clicky wow. Like a typewriter. You can definitely tell the difference in quality, whoa big drop LOL

 

what did u get?

 

HP Pavillion 8120CA
2.0 Turion 64

Finally, get the try out a Turion, have never used an AMD before, ever.

Cant wait to benchmark this baby this weekend. Might as well have fun with it, while it lasts

 

when i got my z83v i was dissapointed with the lack of eye candy LEDs on it. Just the power button one and that was it. The rest were so faint. It was dull looking.

But wow this HP is like a lightshow LOL. 10 big blue LEDs scatted all over, and 11 with the caps key. Its definitely very flashy.

There is some terrible flex on some of the keys if you pound hard though. Backspace key feels mushy. Otherwise its very solid.

 

Now he's gotta change his name to Learning_HP

 

My experience is similar.
My Asus notebook is about 1 year old and doesn't get much use. In this time the DVD burner had to be replaced twice. The service was given begrudgingly and was unpleasant but at least there was no issue with the warranty.

I formatted the HDD recently but the rescue discs (Win XP) didn't work. On the first call to Asus a 'tech' told me to 'fdisk' it. Great if you have a floppy drive. It was obvious that he didn't know what he was talking about because he told me to ring Microsoft! His manner was surly & arrogant and getting his support was like extracting teeth.

On my next call an hour later, another tech admitted that the supplied rescue CDs were faulty and offered to send new ones. He said they would be there in 2 hours.

It is a day and a half later and I haven't received them.

 

Please tell us! I'd really really like to know also

 

lol i cant believe im even using an HP, their desktops are complete ****.

I took a look at the models while i was at the store and i was this close, very very close to getting the sony vaio FS830 and trying that out. The keyboard on that bad boy was **** impressive. Apple like scissor keys, super super flat, very little travel for key stroke and it felt amazing. Also the screen was great.

But I thought I would try this HP out cause of the power and good reviews its gotten.

That sony was soooo nice. Maybe 1.2'' thick. Super light cause of the type of plastics they use in it. I lifted it up and it makes my Z83V feel like a 10lb dumbell. It made me realize, just how much I miss having a 15.4, 5.5lb notebook LOL. In saying that, I definitely do wish I had gotten the Z63A 14.1'' and with the money I would save, I would put towards a nice 20.1'' LCD for at home. But its too late now

 

This is getting ridiculous. Can some on kick all 3 of these bafoons and ban their ips forever. Comon already. I am tired of seing this thread go on. If these 3 people are not related then they are completely insane. Not only is your story not beliveable but none of that makes any sence. The obvious question is. When the tech said that they would be there in 2 hours did you not inquire on the carrier they use.?? Was that going by horseback or transporter? Ok mr. 1 poster we belive you and all the other 2 personalities you maintain.

 

Oh I said it earlier in this thread, but anyways its canada Sys.

 

what the?
....

 

All I have to say is, (typing on the ASUS now) before I have to say bye bye to it for 2 weeks Im going to miss her so much . that the quality between my Z83V and the new HP is wow, talk about a huge massive decrease in quality.

And if people say HP is superior to Acer in build quality, good thing i didnt sell this z83V for one. Thank god!!!

My ASUS is definitely noticable better than the HP. Much better screen, build, looks, simplier, doesnt look cheap.

WOW. Comparing ASUS to HP is like a BMW to a banana.

 

This is getting dumb. i read learning asus on notebook forums and honestly the guy sent you two keyboard what else do you want. then you go buy and HP and talk good about it. Then you are talking about a sony FS saying how nice it is and how you miss a 15.4in 5.5lb notebook which dont even exist try 6.5lbs then you go say i wish i got z63a? are you like 12years old? i mean do you know what you want you bought a 17 in laptop and are surprised its heavy. you should have gotten a w2v i think you might have been happy with that. You just seem all over the place posting complaints in multiple forums. going from wish i got this to that what should i do about this blah blah blah. This time i know im being rude. promise me you and sexy beast will never have kids together i dont think this forum can take it. The thing that does annoy me is you are complaining about asus support when you should be getting support from your dealer. Which im guessing is canada sys which are a great dealer.

 

From what I've seen on notebookforums.ca Danny has sent you numerous keyboards pulled from working systems. Unfortunately none of them were up to your standards.

I commend Danny for putting up with your impatience.

 

Dont sweat it. Your laptop will be back in no time. I RMA'ed my W3V about a month ago. Called them on a thrusday to set up RMA. They sent Fedex guy to pick it up on friday. It arrived to their service depot on monday, and they sent it off again by Monday afternoon. I got my laptop back Tuesday before noon.

I am from Edmonton here btw.. their service depot is in Richmond Hill Ontario.

Oh yeah.. its the same office as the USA people I think, when I called the guy said he was located in San Fran.

 

what more do i want? i sure would love their support. If would have nice if they didnt mark up my **** keyboard clips when installing my parts. And even worse, they admit to it but completely avoid the issue. That to me is pathetic, its like selling someone a car and banging up their car door.

 

Yes Danny is extremely helpful and actually answered a lot of my questions over the phone about the Z70Va even though I didn't buy it from him.

Great guy~!