Asus service is incompetent !!!

DO not send your 1080p screen in for service the lcd and the ****** genuis of a tech replaced my 1080p screen with a 1366x768. I am VERY UNHAPPY!!

 

They lost parts of my system....preaching to the choir. I will do all my own repairs that don't cost more than $100.

 

yea this is more than 100 ..

worst thing is they can not even find the specs for the jx.. im on the phone with the 3rd person as i type

 

ASUS seriously needs to fix some issues.. if they were local I would shove it down someones throat. After multiple systems they just officially lost my vote for repeat business. I hope they read this.

 

Same in most company with the cost cutting .. cs. is the first to go.

 

Wait you expected good service from Asus? Which period do you live in?

 

If you have all necessary documents and proof, you could try sending a Private Message to ASUS Customer Care with your RMA number and see if that helps. It's a shot in the dark, no guarantees. I know you are upset, but please be polite.

 

I think most members on this forum know one doesn't buy Asus for their customer support. That's one of the reasons Asus does not sell their notebooks directly, Asus depends on their resellers to do the repairs.

Best way to best an Asus - Buy from a reputable reseller such as GenTechPC, XOTICPC, etc.

 

I've actually received really good service from Asus over the last few years.

1. Replacement 1080p LCD for G2S, they replaced the LCD cover and palm rest as well without my asking. HDD was also replaced during another RMA.
2. Replacement palm rest and HDD for U6ep, 2 days turn around time and they added a new serial number tag since the old one was a bit worn out.
3. Repair of a U3S hinge damaged due to accident, palm rest was worn and was replaced without my asking. They did accidentally disconnect the BT module, so a 2nd RMA was needed to get a fully working U3S back.

The key is to request repairs to be sent to their Fremont facility, otherwise you may end up waiting for parts to arrive for weeks on end. And as Kalim mentioned above, being polite with the CS, regardless of their attitudes usually helps.

 

PMs were sent to Asus care with all rmas etc.
It is now on its way to California for repair. It originally went to Indiana. Im still waiting for the shipping label to show uo in my email, funny its usually there in minutes but now I'm told 24hrs, on an overnight ship..kinda defeats the purpose.
I sent it with all the paperwork I could find, even a print out of Asus web site with the product specs. They keep argueing that its a J and a G60, well every one with a JX look at you sn sticker, it will say G51J then MB VER: as G60JX then the serial , a bar code and then it says G51JX-A1. It would be nice if they could decode thier own stuff.

 

Asus officially has the worst customer service in my opinion. They do not respect anything neither their customers. They tell you that they will do something in a way and they finally don't. In my case, they lost a customer and you can be sure that I will not recommend them to anyone even enemies. They will really need to improve their service because the quality is simply unacceptable. Like everyone is saying, stay polite even if you hate them at this moment... Shame on you Asus.

 

Make sure you call them everyday and ask for a status update.

 

heres a pic of the sn label..

 

For me, it's been a whole miserable month since I sent my G73JH, which had GSOD symptoms. I just can't believe how incompetent (and deceptive) they are.

They can't even ship the unit in timely manner!

About 10 days ago, I was way too sick and tired of waiting and almost begged them to just return the unit back to me. CS agreed to do so, and they sent the messge to RMA department. RMA guys received the message on last Tuesday and they clearly, clearly read the message.

Well, it's been a whole week since RMA dept. read the request, but I still don't have a clue why my lappy is still in the Asus facility. Ridiculous. Why the heck would it take so long to just ship the unit back?

I'm not saying all Asus RMA is flat-out failure, but I am pretty negative about future purchase or recommendation on ASUS products

 

The truly sad thing is service issues are easy to fix department wide.. I think the real issue is in the management.

 

I can't agree with you more. I had 3 different RMAs with the Fremont Facility and I was pretty satisfied each time.

 

Finally after an hour I got to speak with a supervisor..I'm not holding my breath but it was good to finally get a persistent tech to jump through the hoops just to get to that super. Nice lady and willing to help but she still seemed like she hit the wall of limited info based on the computer screen.
I hope to be able to see my computer before the semester is over :-(

 

As a followup, did the PM to ASUS Customer Care help at all?

 

Never heard from them.
I did when it was about the bios and BSOD issues but no reply to my ask for help.

 

Just wanted to let anyone know that some dealers do take rma in the states if your local overseas service center screwed up your repair. by some i mean few or even one

 

and relax. rma is a pain however there is such a thing as lemon law. overseas i think it started with the yugo

 

Funny thing I just got back from walking the dogs and I figured out the whole problem with Asus and their service. Since I have owned this computer I have spoken with at least a dozen people at Asus in one capacity or another. And it dawned on me...not one single person was ever willing to take ownership of any particular situation. Having been in the service industry for years I know the value of this. It is the true core of their problem. Pass the puck, put it in the system, read only what the system says, verbatim. No one has the ability to take charge and act on something to get it done. Its a simple thing and would solve a lot of their service issues. Too bad corporate wont read this, I would love to discuss it with them.

 

Lemon law is one thing but it must be a repair for the same thing 3 times in a year.

 

I agree to a degree. I call them a dozen times a month. There are people there that do care however their revolving inventory of workers is growing and greatly outnumbers the people that can get things done.

 

That is very unfortunate and uncommon. It has been a solid model for me with few problems most of which were loose memory. A few customers called in and as it turned out this was the major problem for this model. what was your notebook in rma for 3 times?

 

where did you buy it? did you try going back to your dealer? at 3 times in rma i would have replaced your g51 with a full refund or a brand new notebook.