Any way to get in touch with a helpful person at Asus?

I sent my G1s in for repairs over the summer. It came back with a new mobo and same defective time bomb of a GPU, but seemed OK. Then about two weeks after the warranty expired the GPU died. I sent it in a couple weeks ago and received an e-mail last Friday, the 23rd, informing me in broken English that they were offering a G50Vt-X5 as a replacement (what a joke). This e-mail is signed by Fred Hsu, AVP Account Specialist, and includes his fax number (510 797 2614) but no phone number.

As you can imagine, since the incident this summer I have had to make many phone calls to Asus. Each time I'm calling 510 739 3777 because I have not been able to find a toll free number for their customer service line. 9/10 times I end up talking to the same female rep with a unique accent and very little information or willingness to help. I think her name is Shane or Shana? It seems to change whenever we talk. I called Friday and first spoke with a rep named Alfred, and asked if there was anyone I could speak to about the replacement option. He said sure and put me on hold, then the call dropped. I called back and spoke to the aforementioned woman, and told her what happened. She didn't believe me, stating there was "no record" of my having spoken to Alfred. How about looking over your cubicle wall and asking him? I asked to speak to someone again and she said "we have no direct line to the repair department." I asked to speak to a manager and she said "we don't have that information." What? She said I should reply to the e-mail I got, which I did, but who knows when I'll get a response. Thanks, lady.

Is it just me or is this absolutely terrible customer service? Does anyone have any contact information for anyone besides the 510 739 3777 number? I spent 2 grand on that piece of junk and these people don't seem to give a damn about me.

 

US Headquarters:

Support Site:
http://livesupport.asus.com

Notebook Support:
Email: http://vip.asus.com/eservice/techserv.aspx
Notebook ONLY Hotline:
1-888-678-3688 or 510-739-3777 ext. 5110
Available 24 hours

RMA Support:
Email: [email protected]
* Tel: 510-739-3777
* Fax: 510-608-4511

http://asuswiki.asus.com/usaSupport/index.php?title=Notebook_Customer_Service

 

The notebook only hotline is what I use, and I usually try to present some sort of problem to get me escalated to higher level CS as well.

 

What sort of problem works well in your experience?

 

Just called again and spoke with Alfred. Again, I got no where. He tells me they have no way of getting in contact with the repair center, and that the number I called only deals with tech support issues. He said he could "escalate my case" and make a note that I wanted someone to call. They're really good at blowing you off.

 

Use the bottom link in my earlier post and try the live support chat. I got more help from them last time I had to contact Asus.

 

Whadda you know...this worked. Went in to the motherboard CS chat because it said notebook CS was offline, told the rep my situation, she said she'd connect me to the guy who e-mailed me. The chat ended suddenly but within 2 minutes I got a call from somewhere in Indiana. I don't know how this will turn out yet but I have been told there's a possibility of getting a G50vt-A1, which has the same res screen as the G1S that failed me, and much better specs.

 

I had similar response...for some reason, the live chat person seemed to have access to better information.