General quality control/customer service review thread

Overall rating of ASUS quality control and customer service: 0/5.

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Hi, I can't see this kind of a thread anywhere else on the site - hope I'm not stepping on anyone's toes.

Most of the reviews on the net relate to specific ASUS models, specs, speed and the like. Not many of them come from people who have owned an ASUS for longer periods. (The only place I have found is here: ASUS Reviews - asus.com Ratings at ResellerRatings) I'd like to rectify that. I even hope that this could be a sticky, or at least get enough contributions to keep it at the top of the forum so that people can be aware. It would also be great if others could rate their experiences numerically like I did at the top.

Here's a copy of the review I just posted at resellerratings.com.:

"I will never buy another ASUS again. In short, the two hinges on my F3Ka gradually stiffened and ended up breaking through the back of the case - one after one year, the second after 3 years. The first one was under warranty. I sent it in for repair at great cost (I was not living in the US any more), and they replaced my nice glossy screen (seems like hinge alone couldn't be replaced) with a crappy matte one. In addition, the DVD drive failed after about 2 years, and the hard drive began to fail after about 3 (it is still struggling on with bad sectors and the like).

You know, the HD/DVD stuff doesn't tick me off that badly as I know these are fragile parts. But the HINGES?? There is no excuse for something that basic, or for replacing my screen with a lower quality one.

I recently got in touch with them to ask them if they would repair the second hinge outside the warranty because of the crap experience I have had. I've written them about 4 times and unsurprisingly they haven't even bothered to respond.

I wish there were more obvious places to put these reviews, which really don't relate to a particular model but to general quality control and customer service issues. If anyone has any other ideas, please point me to them!"

I hope others can post their experiences in this thread. Thanks a lot!

 

interesting, i always felt asus quality was really really high. i have 2 asus laptop in the past 8 years, both are still working plus, i dont think any of these big corporations respond to emails. there would simply be too many emails to answer

 

As with anything, threads like this are usually started by those unhappy with products they've got, so claiming generality is rarely founded.

Hinges break as well: they might have been tightened too hard or too loosely originally. They are a mechanical component (you know, just like HDD or DVD drive) that sees a lot of wear and tear, and it's no surprise they fail. I had them fall apart on a Dell D620 (a business machine) after less than 3 years, and they wouldn't even fix them under warranty (they claimed inappropriate use).

As for replacing the screen with the matte one, I'd call that an improvement. Whether it's inferior depends on other characteristics, though.

I recently bought my sister an UX21, and it looks very well built. If something happens, I'd sure find out how their customer support works.