Asus Canada After-Sale Review

After reading VictorTsilonis's dismal after-sale review, I decided to write my own review, describing my experience with Asus Service Canada.

A few of you might have read my post a week ago about dead pixels on the W3J screen. Unfortunately, 10 days after purchasing my W3J, a very annoying bright red pixel appeared right in the middle of my screen .. I tried rubbing, cleaning, pressing down on the pixel, even ran 48hrs straight of the infamous "seizure" video .. nothing .. I was running out of options and patience After discussing with Danny (MilestonePC) about my options, he suggested I contact Asus and ask about the Zero Bight Dot Guarantee (ZBD) (click for more info).

So .. Last Friday, I called Asus NA, which is situated in Fremont, California. This is the main call center in NA, responsible for US and Canadian customers. I waited a total of 20 seconds before getting in touch with one of their technicians. I forget the gentleman's name, but he was extremely helpful and very knowledgeable. After about 2 minutes, we had the RMA request filled out. He had explained that a pre-paid box would be sent to my home on Monday (free shipping ?? YES !!) and a FedEx agent would be there to ship it out to Asus Service Canada in Richmond Hill, ON (5 hr drive) as Priority Overnight (next morning). He also mentionned the turnaround time would be approximately 3-4 days, depending on a number of variables.

Sure enough, the FedEx guy was at my door Monday afternoon. Filled out a few papers, and it was on it's way .. so far so good On Tuesday, I called Fremont once again, just to make sure everything was going smoothly. Sure enough, they received my laptop that morning.

Now I wasn't expecting to get this thing back until mid next week, what with Thanksgiving and all ... right ? WRONG. I got back my laptop on Thursday afternoon (today ) ! They had replaced the defective LCD with a brand new one under the ZBD guarantee. It took a total of exactly 3 days (72 hrs) to ship out my laptop, have it repaired, and get it back. Wow !

In summary, ASUS ROCKS !!

Pros
- GREAT service
- No waiting on the phone
- Free shipping
- FAST turnaround time
- Excellent packaging
- Competent techies

Cons
- No e-mail RMA updates
- No online RMA updates

Thanks for reading !

Cheers.

 

Glad to hear it, makes me feel better about the "what ifs" if anything ever happens to mine. Thank you for sharing.

Victor, hope you are able to come up with a reasonable solution for yours.

As may of the resellers have stated, the service is different from us in north America and where he is at.

 

yeah that pretty good actually!

Here in NZ if you send it through a reseller it will take about 10 working days to get the unit back from asus due to shipping times.... BUT if you take it to renaissance the main importer of them it takes between 1 and 2 days.

And if we (at work) call one of renaissance's reps they sometimes pick the notebook up the same day and bring it back a few hours later the same day or following day

So yeah really depends on who's doing the fixing...

pity its not standardised though


Insane

 

Thank you for posting your experience, enjoy

 

Glad to hear Asus North American support is good. Thanks for the "Customer Service Review", Mr. Pigeon!

 

Excellent Job!
It's good that the work was done so quickly and efficiently.
Unequivocally, these things have always to do with the people on board and it seems that in Canada things are very different!


(P.S. Mine Asus W3J got in Italy very quickly as well but I think it became amazed by the museums and stuff and wanted to stay there for longer!)

 

I did get RMA Updates from ASUS. I dealt with ASUS Canada though, not the office down in the States. It's about 5 minutes drive from MileStonePC, I managed to get their direct phone # after awhile and I just dropped the system off and they replaced the LCD and I picked it up about 3 hours later, no shipping involved. My Z96JS wasn't even overed by the ZBD policy but they replaced it anyway . Glad though it worked out for you.

Cat

 

You're lucky that you got free shipping.

When I sent in my Asus W3V for repair due to the headphone jack acting up, I had to pay for shipping to them.

 

Maybe you should pressure them a bit next time (the classic "May I speak to your supervisor?" line ).

primetime, I'm not sure, but I thought the warranty covered shipping too...

 

verry interesting i sent my V2je 2 days ago tomorow would be the third day, i sent it back because the wireless switch was loose and the battery had a problem *6 cell* so far everything you said has come true... even the scary fedex man anyways you can check the RMA status online now but it says repairing hmm maybe ill check tomorrow

according to the site this is how asus puts it

ASUS After-sale Repair Status Route is as below:
Product Received > (Waiting) > Repairing > Final Testing > Packing > Ready for Shipping > Repair Finished