Asus Nightmare

It started pretty innocently. I had a motherboard/power issue and because of the nature of my job, I overnighted my n81-vp to asus to have it fixed. On the upgrade form I noted that I had upgraded the disc drive to bluray.

2 weeks later I get it back. Two big problems: 1) They sent me back the wrong power adapter, 2) They changed my blu ray drive back to a dvd/rw.

On the repair form they stated that after resetting the computer the optical drive didn't function. But obviously, they neglected the upgrade form, and didn't see a different disc drive had been installed. Good one...

Flash Forward from Late February to Mid April. They still haven't sent me back a new freaking power adapter (I mean how ing hard is that?), and they still don't understand the concept that I am not asking for them to upgrade my drive to bluray, but that i just want my old one back. So I have been down a computer for well over a month, and I'm about to be out of the 100 or so bucks I paid for the new drive, and the 40 bucks it cost to overnight that sucker. O, yeah, and they said they wouldn't overnight me the correct adapter, because obviously, that would be the well intentioned thing to do.

Asus customer support has been ing brutal. Anyone else heard of run around like this?

 

If you have all necessary documents and proof, you could try sending a PM to ASUS Customer Care and see if that helps. It's a shot in the dark, so no guarantees.

 

Sounds like someone there tried to steal your BD-Rom...these guys at Asus are idiots...

"Ummm...yeah...we tried the CD-ROM drive for no apparent reason and it doesnt work so we replaced it with a DVD-ROM...they can play Blu-rays right? Its all disks durrrr"

Id look into taking them to court or talking to a lawyer about this...it seems like they are COMPLETELY blowing you off!

 

I don't know how asus customer care works but....

1)Get a manager
2)Get a direct line to him
3)Make him personally responsible by calling him every day asking for a tracking number on your BD-ROM and power adapter

(Squeaky wheel)(also be polite)

 

Please send me a PM with your most recent RMA number. If you live within North America region, I can get in contact with the service teams right away. If you live in other continents, I can forward the email to their service manager for inquiry and offer followup. I am truly sorry about this issue and would like to help you out.

I respect your opinion completely, and if Asus has provided you an unpleasant experience recently, please pm me the details as I would like to look into it and ensure the responsible parties' superiors are notified

I can facilitate getting things moving on his behalf, those suggestions are all great by the way. I do work with other cases and a heads up every once in a while is more than welcomed. Thank you.

 

Ok, so this is sad, but I guess kind of funny too. It's been over two months now, and I still haven't received my AC Adapter or Blu Ray Drive back. Ugh.

Luckily, the package is on its way and I have been tracking it, and it should come on Wednesday...But there is more.

First, they weren't going to send me my blu ray drive. I had to fight with them on like 2 separate calls and I finally got an email from them asking for me to send in a proof of purchase. I am guessing they were hoping I didn't have those documents since I had told him I bought it over a year ago. Luckily, I am a man who likes to keep records, so I had my receipt and I faxed it over. I am guessing they finally conceded, since the package is on its way...but there is more.

On the final acknowledgment of the cross ship form (I got three of these emails by the way, one of them 2 weeks ago, and then 2 on the same day...it was f***ing weird), they referred to the drive as a DVD-RW. So right now, im pretty concerned all I am going to be getting in the mail is an ac adapter and a second DVD drive (to go along with the one they already swapped in my useless computer collecting dust in my closet). I'm hoping its a typo, but with Asus, I give it a pretty good 50/50 shot of them sending me the wrong ODD. I will let you guys know about that one when it comes...But there is more.

So today, I was surprised to come home and find a package from asus at my house. Weird because the tracking said the package was in Reno. I opened it up to find, a completely different computer! So I guess here I could've been a ***, and just kept it, but I didnt want to **** over someone in America who was wondering where his computer was. So I called it in. It evidently belongs to some guy named Benjamin. Sorry Benji!

So I am back, hoping this new karma will mean that they sent me the right ODD and power adapter.

As an aside: There seems to be a big debate between the N82 and the new Acer timeline. And one of the pros for Asus is there 2 year warranty. But I ask you, what good is a warranty if the people who uphold it are incompetent? Just a thought.

P.S. That Asus Customer Care guy was no help, he PM'd me saying he'd update me, but I never heard back from him. Just like the rest of the guys at Asus. What I wouldn't do to talk to one competent person over there...

-Michael "Freaking" Chin