Asus' crap warranty repair - they've had my computer for a month already

...and I can't get an answer from them as to when I'll get it back.

I only had the n71jq laptop for 3 1/2 months when I spilled liquid on it. I got their OK and mailed it in on Dec. 1st. First they told me I'm not covered for accidental damage because i didn't send in the warranty - but I did - the day after I bought it! OK, they fixed that, and they told me they actually started working on it on Dec. 6th. But then they told me they're waiting on parts - first a keyboard, then a motherboard, then a CD-DVD writer (which never worked right and had already been replaced with a new one by a local Asus repair facility once and still didn't work right), and now a new case. Why a new case? I don't know. I can't even talk to the repair facility in California and ask them, just some Asus phone rep who answers the phone and tells me he'll call back but doesn't. He said he thinks the new case needs to come from overseas.

Does anyone know what recourse I have in a case like this where they don't fix my computer in a reasonable time? My first laptop was the cheapest IBM Thinkpad (actually made by Acer). I once sent it in under warranty. IBM actually fixed it overnight and shipped it back express the next day. They supplied the original shipping box and postage too.

I'm going to ask to speak with a supervisor tomorrow. But that tactic usually accomplishes nothing.

 

You can't talk directly to the repair centre - you have to talk to the CSRs. Why? Probably because everyone called the repair centres to complain about things that were out of their control, and it ruined moral.

So now asus (and almost every other company) will make you talk to a customer rep. "Trained" to help you, rather than those wrench wielding monkeys that fix your computer.

 

Even the guy I get to talk to tells me he doesn't have the repair center's phone number. He says he has to email them, and sometimes they might answer - like when i want to know why I'm waiting on a new case now, like what was wrong with the old case? he says he doesn't know.

Anyway, right after I posted this he actually called me back and left a msg. on my ans. machine. He said they've decided to replace my computer, but the replacement "won't be brand new". I don't know if I like the sound of that either. What kind of busted up used one are they going to give me? What do you think?

And yeah, I think all of the computer companies are getting crappier now.

 

ASUS has terrible aftersales customer support

Which is why if you must order an ASUS go through a reseller like Gentech who provide stellar aftersales customer suport. Case in point, Ken Lee.

I recently had to RMA my laptop and ASUS has been sending me emails like how they want me to pay for sending my laptop to them or that they wont repair my laptop because I never sent them proof of purchase, which I did. Ken from Gentech however has been dealing with ASUS on my behalf so it saves me much stress.

I just hope ASUS tech support doesnt keep my laptop for a month though like yours. It arrived at ASUS on 1/3 and the RMA status says it is currently still awaiting customer confirmation. Although I do not know why they need to confirm anthing with me.

 

Asus always has bad CS. It took me 1 month to get a motherboard RMAed. And there product price is not friendly at all.

 

"I recently had to RMA my laptop and ASUS has been sending me emails like how they want me to pay for sending my laptop to them or that they wont repair my laptop because I never sent them proof of purchase, which I did."

Looks like they initially try that "you didn't register your computer" scam on everybody, including me.

And look at this baloney - Asus bragging about how great and fast their warranty program is -

ASUS 360 Notebook Service Program

Free shipping, huh? Nobody told me about that. Repair notebook in two days, huh?

 

If you want good warranty service then don't buy Asus. Dell has the best warranty service by far.

 

But Asus' warranty was the main reason I bought it in the first place - 2 year warranty, 1 accidental damage incident, no pixel out guarantee. Sounds good on paper. In the future I'm going to try to buy through Costco, as I just did with my little Hannspree 12 inch. 90 day refund; you deal with them for tech support etc., and 3 year warranty if you use their American Express card to buy it. Trouble is they don't have that much of a selection.

Is Dell really good now? I had heard they had become very bad like all the rest. Maybe they've reformed. I even hear that Apple has gone south. Sure miss that ol' IBM service, though!

Another bad thing about Asus is that they have hardly any authorized local repair centers, so you need to mail it back and go through all this crap like I'm doing now. At least Toshiba (another old laptop of mine) had good regional repair centers where I was actually able to talk to the techs.

 

From my experience so far, Dell and HP has much better aftersales support, assuming you get an american representative or someone that speaks english clearly. My issues with my Dell or HP for old laptops were all taken care of with no problems.

For ASUS however, I feel there is a lack of communication within the company itself because it seems that each time you speak to a new person they have no idea what is going on with your situation. Thus they give you a run around as they try to push you off to someone else, who also doesn't give a crap about you.

Get this, ASUS wants me to send them proof of purchase but they told me that they wont accept a receipt, a bank statement, a paypal record, or a packing slip as proof of purchase.

They only accept a .pdf file of the original invoice with an ASUS letterhead and certain other details present. I never even got such a file.

They may have an awesome warranty on paper but they sure want us to make us work for it. Also FYI, register your warranty when you get your laptop ASAP. If its 60 days from proof of purchase you forfeit your warranty.

Also deal with local repair centers if you can, do not RMA to ASUS if you have to. I live in NYC so there are plenty of local repair centers around. However, if you need accidental warranty it must be sent to ASUS themselves because their technicians have to inspect it.

 

"Get this, ASUS wants me to send them proof of purchase but they told me that they wont accept..."

Sounds like they're just busting your chops. I thought you had the Gentech man backing you up.

"Also FYI, register your warranty when you get your laptop ASAP. If its 60 days from proof of purchase you forfeit your warranty."

I think that supposedly you just forfeit the 2nd year of your warranty plus the accidental damage coverage if you don't register it. Anyway, I registered it the day after I bought it, but that didn't stop them from trying to tell me that they never got it, which is what they apparently tell almost everyone, but then, like I said, the man fixed it up for me.

My case keeps evolving. This morning I was told they're not waiting on a new case after all, they're actually waiting on a new mother board (which they had told me was already there). Then - later - since I'm on them all day long now, because I'm tired of getting the runaround for over a month and people not calling back - the guy asked me if I want a motherboard they've scrounged out of another computer, instead of a refurbished different computer, and then - after I asked him to speak with his supervisor to ask her if she can do something better for me - the very latest is that they are offering me a brand new computer, same model, and if they can't find one (I hope) they'll send me the newest model.

I told them I'm posting a blow by blow on here, so I don't know if that's helped give me some leverage.

These Asus middlemen I'm talking with on the phone don't seem to be bad sorts at all, but this whole system of theirs...

"Also deal with local repair centers if you can, do not RMA to ASUS if you have to. I live in NYC so there are plenty of local repair centers around. However, if you need accidental warranty it must be sent to ASUS themselves because their technicians have to inspect it."

I happened to be in the NY metro area a couple of months ago so I did take it into Asus repair facility in Pearl River where they replaced the defecxtive cd-dvd writer while I waited, but the new one that Asus sent them didn't work right either!

And I don't think Asus has any repair facilities between NYC and Cal, and as you said they want their accidental claims sent in anyway, so here I am.

 

Actually, Ken from Gentech is taking care of it for me. ASUS initially sent me an email requesting my purchase info, which I didn't have so I fwd the email to Ken who took care of it on my behalf. I actually did not have to speak or email any ASUS rep directly so far.

Guess I should've been clearer.

 

Well in the unlikely event that I ever buy another Asus I'll give some serious thought to Gentech (I saved the link). Meanwhile, going on month #2 now, I still can't get Asus to tell me when they're going to send me the replacement computer. This morning the Asus guy said maybe today maybe tomorrow, maybe next week.

 

Sounds like Gentech has a lot in common with Costco. I love their Concierge Service. You don't call the manufacturer, you call Costco. They will do a 3 way phone with the Manufacturer CS via a high priority line (no waiting).

The reason why I buy my electronics from Costco. Sounds like you got lucky with Gentech having your back. Can't trust these companies. Costco also pays for an extra year warranty for any (high value) electronic product. (ASUS would have 3 yr warranty)

GL with repair. Just keep bugging Gentech.

 

Alex - That's what I mentioned above, Costco. I bought a little 12" replacement computer from them while Asus keeps my laptop indefinitely - just $400 - and I like it better than the 17" Asus! - and I get a 3 year guarantee with it - 2 from Costco plus another if you use their AmEx card. Also, I already had occasion to use their "concierge" service - and they actually answered the phone and answered my question!

 

Have to agree with the OP here, despite being a little bit of ASUS fan myself.

I had to send in my UL80vt because I was unable to recover using the recovery disk provided (common problem). Apparently its a 5 minutes fix involving updating a program. I'm also very fortunate enough to live within 15 minutes of ASUS's repair center in San Jose. So, of course I assume the fix would be an easy one.

It wasn't.

Its been almost a month now, and I haven't heard anything on the progress of the repair. You'd think that after being stone dead last in customer service and warranty service ASUS would attempt to improve their CS quality. They haven't.

So buying an ASUS is like buying a German car: it makes you smile when it works, but in the rare moments when it breaks down, it can make you cry.

 

[point are you guys saying if we buy the 2years plus Accidental we are waisting our money? If something bad went wrong with my G73 i would have to trash it because i know 1 iota about fixing laptops. is this the case?

 

Oh, i'm not saying its a waste. I mean 2 year warranty + accidental, no matter how poor the service is is always better than none.

I merely stating to read all the directions regarding getting ASUS to honor their warranty, and insist that you are covered by warranty when you know you should be. ASUS may give you a hard time, or they may not depending on the competence of representative you speak to.

When you first buy an ASUS laptop, make sure you register online on their warranty website and their ADW website. Also make sure you send in the warranty card included in your purchase, properly filled out. Also you need to mail or email a copy of the ASUS invoice to show proof of purchase. ASUS will not take a packing slip, receipt or documented bank/credit transaction as proof of purchase. Do this within 60 days from date of purchase, or you forfeit most of your warranty.

Otherwise I think ASUS will either claim you are out of warranty, or begin your warranty date the day it left the manufacturer not date of purchase, which you wont even know how long your laptop had been sitting in a warehouse before you bought it.

 

Call them up and bug them. I've been calling them constantly because nothing was happening and they weren't calling me. At first they accidentally gave me the Asus dealers' phone number that they actually answer, but then they told me not to call that number any more but to call the consumers' phone number that never gets answered by a human, so I ignored that - like I don't have enough trouble with them without calling phony phone numbers. If you're dealing with the same place - Fremont, CA, I think - I can give you the good number to call if you don't have it.

Yesterday they sent me an email saying they were overnighting SOMETHING to me, presumably the brand new computer they had promised - but it never arrived, and it turns out the tracking number was for my old computer getting shipped within CA from the actual repair facility to the middlemen on the phone facility by Fedex. So why did they send the tracking number and notice of shipment to me? Don't know, says the Asus fellow on the phone, but he says they should be overnighting my new computer to me and I should have it by Tuesday, and they won't forget to give me back the extra memory that I had added. I'll believe it when I see it. And no, said he, they can't give me the latest model to make up for all this time and hassle.

 

Few years ago I've had a Asus laptop. The HDD died, I've called costumer service, they sent me a mail which I had to reply with my adress etc. next day DHL (I think it was) came and picked up my laptop, 1 week after the pickupday they delivred it back to my door (where they picked it up from) fixed. Can it be better?

 

What country was that in, Tunay? It says you're in Norway/Turkey.

 

That was in Norway.

 

Meanwhile back in Asus USA - Last thing the Asus dude told me last week was that I'll receive my replacement computer today or, at the latest, tomorrow, but I've received no notice of shipping with tracking number, so I'll call the up again for the thousandth time.

Called this morning. Asus dude said my new replacement computer will be going out overnight today and I'll have it tomorrow. Said he'll send me tracking number. Said he has the new computer in his office and he'll personally ship it.

Later:

I just called back and asked why I didn't get the tracking number today. He said "it hasn't been approved" to release it!? What!? After all this! Who needs to approve it now? "The sales department." When will they release it? "I don't know."

Asked to speak with the supervisor. She's not available, as always. He said he'll have her call me back today. I'm not holding my breath.

Going into the second month of this Asus baloney now.

Did some googling:





ASUS WONT STAND BEHIND PRODUCTS SEE DOCUMENTATION - CNET Community poll Forums

"ASUS WONT STAND BEHIND PRODUCTS SEE DOCUMENTATION "

ASUS Doesnt Back Products or Return Calls

by kkarlton - December 14, 2009 12:36 PM PST

In Reply to: ASUS WONT STAND BEHIND PRODUCTS SEE DOCUMENTATION by gary evensen

I am the owner of a Computer Service Company in Ohio. In our office we have several computers, one of which is six weeks old. After about four weeks the computer just shut down. To make a long story short, ASUS "Tech Support" recommended our company send back the motherboard for replacement. So far so good, so WE paid for the shipping to have the faulty motherboard sent back to ASUS for replacement. After about a week, we receive an email that the motherboard was damaged and we would have to pay for a new replacement!! What????. We have called them and they said that there was nothing that they could do about it. So as the owner of my company I wanted to speak to a supervisor and was told that a supervisor would call us back. Well, after calling again SEVERAL times we are still waiting (over a month now) for ANYONE from ASUS to call us back. I have instructed my employees NEVER do business with this ASUS again, Way to Go ASUS, way to support your products and return phone calls. By the way, if they also tell you that they will have a tech call you back.... Good luck with that one also.

Asus Customer Service Ratings and Comments

Asus is ranked #234 out of the 357 companies that have a CustomerServiceScoreboard.com rating with an overall score of 31.62 out of a possible 200. This score rates Asus customer service and customer support as Disappointing.

NEGATIVE Comments
157 Negative Comments out of 166 Total Comments is 94.58%.

POSITIVE Comments
9 Positive Comments out of 166 Total Comments is 5.42%.

Asus customer service complaints, ratings and comments

Read the comments:

Asus customer service complaints, ratings and comments

Same experiences with these that I'm having!




And later:

Big surprise, the supervisor didn't call me back.

Here's an extremely interesting post on the forum I just linked to above, from an Asus employee (might even be the guy I've been dealing with):



"I HATE WORKING FOR ASUS BECAUSE ASUS MAKES US LIE TO OUR CUSTOMERS AND WE CHARGE OUR CUSTOMERS FOR NO REASON EVEN IF THEY ARE UNDER WARRANTY! I'VE NOTIFIED THE CONSUMER BOARD AND I AM APPLYING TO OTHER COMPUTER TECH COMPANIES. I ABSOLUTELY HATE THE ATMOSPHERE HERE AT ASUS BECAUSE WE ARE TOLD AND TAUGHT TO BE AGGRESSIVE WITH OUR CUSTOMERS AND TRY TO MINIMIZE PAYOUTS TO CUSTOMERS. DO NOT BELIEVE THE 1 YEAR ACCIDENTAL DAMAGE WARRANTY, ITS VERY TOUGH FOR A CUSTOMER TO GET A NEW LAPTOP! "

Asus customer service complaints, ratings and comments

 

^ I do not belive those type of texts...

 

They all speak of the exact same thing I'm going through with Asus right now - and it is now going on month number two, as I sent in my laptop on Dec. 1st.

Here's another thing I just found:


Insiders 10 Secrets To Getting Better Tech Support From Asus

By Ben Popken on July 16, 2008 10:41 PM 25680 views

—>An Asus technician has stepped forward out the shadows to give us the 10 insider tips for getting through and getting better and faster tech support from the computer and computer parts maker. Some things just can't be fixed though, but it's at least to know the soul-crushing math they're using to destroy the customer experience. Considering how bad their tech support is, you're definitely going to need these tips..."


10 Secrets To Getting Better Tech Support From Asus - The Consumerist

 

I've kind of been skimming this thread, but let me ask you this.
Who did you purchase the notebook from?

 

Unfortunately I didn't purchase it from Gentech like the feller on this thread who said they are working with Asus on his behalf, nor from Costco, where I'd like to get computers in the future, but rather from Frys, the giant electronics store. I bought it in August 2010.

 

Ahhhh.
Yea I bought mine from Gentech and they were great with support.
If at all possible I would recommend buying from an online reseller. I would wait until you get yours back (if you ever do) and look at Gentech or Xotic for your next purchase (if it's asus again)

 

Well, I'm atleast quite happy with ASUS. But always, the warranty and costumer quality is diffrent from one country to another...

 

They shipped a supposedly brand new computer, same model, to me overnight express. It's scheduled to arrive tomorrow.

Later today: Can hardly believe it but it's here! New computer, and they put the extra memory I had in the original in for me, too. All's well that ends well. Entire process Dec 1 to Jan 12. I bought a waterproof keyboard cover on Ebay so maybe that will help when I spill beer on it next time. Now to delete all the Asus bloatware again...

Thanks, Asus guys. I take back some of the bad things I said about you.

;-)


PS They didn't fix the bios like they said they would, though, so now the fan flips on and off just like my original did before I fixed it, no thanks to Asus tech support who didn't have a clue, but thanks to Turboogear right here who showed me how!

 

Wow that is quite the experience. I certainly feel for you for having to go through that. I can reiterate what others have said on this forum that going through an online reseller is the best idea. Make sure it someone who can work with Asus directly on your behalf and someone who is willing to make all of the phone calls and emails for you. There are quite a few of us out here who still care about customer service and despite what many of the people say on the internet we can usually get RMA's pushed through much faster with Asus.

I am very glad that you got a new computer finally and that all seems to be ending well(despite the bios not being fixed). My advice is to contact your reseller first before you even call Asus. (i know this doesnt work for you specifically, this is just general advice) Most of us are knowledgeable enough to answer your technical question right off the bat, but in the event it has to go to a service center we will handle setting everything up or you. We will get your shipping label for you (never pay for shipping if your computer goes back to Asus, they will pay for it even if the CSR tells you to pay for shipping) and handle RMA update requests for you so you can sit back and not worry about talking to anyone but your reseller.

Take care and enjoy your new machine.

Joseph L

 

Thanks, JL. I put your store in my Favorites. I doubt that I'll ever get another Asus, but I see you carry other brands as well, like Sager. Does Sager or any other company still have excellent service like IBM used to in the good old days, like when they fixed my computer overnight?

Here's another thing: I think the only reason i got the new computer was because I was bugging those guys by phone constantly, and the only reason i was able to do that is because someone accidentally gave me the dealer only number at the beginning. The Asus guys tried to tell me I mustn't use that number and I need to call the general Asus public number - a number that never gets answered by a human! - but I ignored them. Otherwise I might not have gotten my computer back until Windows 7 was old and obsolete.

The new computer works good, though, no dead pixels or anything. Only thing is I learned the delights of traveling around with a smaller one (12") in the interim, and now it seems rather huge. Anybody want to buy a brand new n71jq?

PS The Asus guys I actually got to speak with sounded pretty decent. I mean they could have just hung up on me, or blown me off like some of those Asus overseas tech support people do. It was interesting to read those posts linked above, especially the ones by disgruntled Asus employees.

 

Online resellers rock!

I sent in my computer on Dec 28 to replace the LCD, and it arrived at ASUS on Jan 3 in Cali (delayed due to NE winterstorms). Today on Jan 13, my laptop is finally done with the RMA and is being sent back to me with an EDD of Jan 18. Not a bad ordeal at all considering I didn't have to deal with ASUS at all

I just hope the laptop doesnt come back worst than when I sent it in...

 

I'm glad to hear your ordeal has mostly come to an end, werewolf, and that you managed to get a new system out of it, which Asus rarely wants to provide. I had a terrible experience with their support (polite as they were) detailed here taking almost 2 full months to get my system back from them, with little useful communication in the interim. And then it came back with another defect (dead ethernet) which is in RMA now! Thankfully GenTech is handling this one for me and things are much better this time around. Joseph is right, though; going through the reseller is definitely the way to go for these sorts of issues.

 

Holy smoke, Ninjak, your new Asus busted on Oct. 19th and you still don't have it, since you had to send it back all over again! And don't count on super service from Asus Fremont because that's who I was dealing with. If you need their super double plus secret phone number that's actually answered by humans, pm me. Say hello to Jonathan and Fred and Clinton and the crew for me - if they're still there. Disgruntled Asus employee, linked above, says they have "a hundred per cent turnover".

 

I appreciate it, werewolf, and will definitely let you know if I need it. Thankfully, GenTech was able to get confirmation that my new parts are already in stock at Fremont and they're being held on reserve for my incoming RMA so that I don't have to wait so long again. I'd already expressed to Asus that I wasn't going to send the system back to them without some assurance that I wouldn't have to wait another 7-8 weeks for a snail to swim across the ocean carrying the replacement parts on its back. I'll be posting updates on my thread on how everything turns out. The reason I started that thread was to help people see what they can expect out of the RMA process since I was probably one of the first people to have problems with a G73JW unit. If not for people like Ken and Joseph, I'd probably be turned off from buying another Asus. Look up the 1215N and "power pin" online and you'll see a growing number of people feeling the pain of the RMA process, and being told, in some cases, that their warranties don't cover the defect in the system's construction, blaming the users themselves for the problem. No surprise given the link you provided earlier.

 

I have a ASUS U36JC-B1 I sent it into asus on rma for wifi card bad. They replaced in a week but when I got it back there were scratches on the bezel.
I sent bsck to repair and it took 3 weeks before I found out the accidental warranty was not activated even though it was their fault. I finally got it back a week later --4 weeks-- and it still has scratches on the bezel--The rubber pieces were removed and put back on very sloppy but now bezel. I called and got a third rma to get the problem fixed that was caused by the first repair.
I have several asus computers because they have the technology but the service is the absolute worst in the industry. I just want a refund but I bought it 8-15-2011. I don't think they will repair it properly but I will keep you updated. If Asus is listening I just want it replaced or refunded

ASUS U36JC-B1 Notebook PC - Intel Core i5-480M 2.66GHz, 4GB DDR3, 500GB HDD, 13.3" Display, Windows 7 Home Premium 64-bit, 2-Yr Warranty, 1-Yr Accidental Damage

 

I have also purchased a u36jc model in oct 28,2011. After couple of days, the webcam stopped working. Therefore I called in and got an Rma n got a two way free shipping. I recieved my laptop back after 14 days. The camera was fixed but now the speakers weren't working, the touchpad wasn't working, and also the LCD bezel was not put back properly and it was scratched up. I then got another Rma and sent it in right away. I received my laptop back after 12 days. On the info sheet they provided me, it mentioned that they have changed the motherboard(i don't know why), changes the speakers, and changed the touchpad and they changed the LCD bezel. When I turned on the computer, at first the speakers were working but camera was yet again broken and the touchpad was being weird. After restarting my laptop, I then realized that the speakers stopped working as well. However after restarting my laptop after several time, the speakers work but it then all of a sudden stops working. This time they did a good job on the LCD bezel. I spoke with them this morning, they have requested me to send my laptop in again but it is on special case. I still don't know what the special case but this time they are doin a 2 ways express shipping. I'll update you guys when I figure out what they are goin to do. I am in Vancouver Canada and the repair centre is in markham ontario.

 

Update - eleven months later: The new replacement computer has so far - knock on wood! - worked perfectly. I hope I'm not spooking it by posting this...

 

I got badly burned by ASUS when I bought my first laptop from them in 2006. Within 3 weeks, the bottom third of the screen started fading in and out. The nightmare repairs went on for 3 years -- including in the next to last round getting it back with none of my own innards in it but some beat up model they must have had laying around and put my case on it because they lost mine. It wouldn't even start because they hadn't even bothered to load the OS on it. And the keyboard was a beat up piece of crap with keys that had gone white from tears of abuse -- it was sent in with a brand new keyboard they had just replaced my previous keyboard with a few weeks earlier.

When I complained, they said I had to pay to replace the keyboard when I sent it in again (for the last time) to get a proper mother board, etc, and would not acknowledge that there was no way I could have done this to the keyboard they had just replaced a few weeks earlier.

The key board they did replace it with --- that they made me pay for - was so flimsy that one of the keys broke off in 2 days.

I swore I would never buy another ASUS. But in the last couple of years, they've been coming out with such interesting models, I've been considering it.

But after reading this thread -- it sounds like ASUS has just gotten worse -- so I will be looking elsewhere.

Don't see how ASUS stays in business with such terrible customer support.

 

I'm pretty sure we are lucky to have the service centre in markham ON here in Canada. I have had pretty good experience with their service. I had 2 occasions to deal with them and they both were ok. The first was an lcd replacement on my k40in. I called them up and next day there was a fedex truck at my house to pick up the laptop. I received the laptop back in 3 days and it was fixed properly. They payed for 2-way shipping and was pretty speedy. The 2nd occasion was when i had to send my week old u36sd in for a dead touchpad. Same as last time, a fedex truck was at my house next day and picked up the laptop. They payed for shipping both ways as well. I had the computer back in a week. (a little longer this time but still acceptable). BTW they never even bothered to ask me for a receipt both times. They simply looked up warranty status from my serial #

 

Some say Asus is way more better than Dell? well i dont know, but my dellienware is broken, and Dell change all of it's component..

 

Follow up three years later: The replacement that I received has been pretty much flawless and it is still going strong.