I love Asus repair service

Hey all, recently I broke my Asus N55SL I've had for a few months, specifically the headphone jack and it developed a blue screen problem which had something to do with bad memory (I have no idea if these problems are related). It fell off the table and I had to ship it back to Asus. The system has a 1 year accidental warranty and I extended the regular warranty through Newegg when I bought it. I can't believe that once Asus got the computer, I had it back in a week. I love my laptop (see specs below), and I love Asus repair. Have a great day all I can't wait for my portable powerhouse to tear through college work in the Fall. Compare it to the other computer in my sig to see how much of an imporovement this is for me.

 

I hate them. See my thread for more info.

 

Well, good to see that their customer service still does some things right, but stories like lebob's are more common these days, a couple of years ago they used to be top notch and now it's rather hit or miss.

 

What he said. ^^^^^^ I had to send my back five times before they finally sent me a refurb because they wouldn't even look at what was wrong. I sent it in for the first time in July of 2011 and finally had a properly working computer in Nov 2011. After dealing with their warranty I don't plan on buying another ASUS product ever again. What I saved in money over getting a viao I made up for 10x over in dealing with their stupid freaking warranty.

 

Which location are you guys sending your notebook to? Texas or Fremont Cali?

 

I haven't sent my computer to Asus, but I was told to when the laptop I ordered from Amazon crashed while I was on the phone with their tech support and while I was doing as told, my cell phone dropped the call. No way to get back to the same tech, so I was told by the next person I spoke to (after telling a computer everything that I was asked to repeat to a human again when they answered the phone) that he had no idea what the other guy had me doing so I needed to send the machine in to Asus and that it would take 3 weeks or so to get it back...instead I called Amazon, they sent me another one overnight and told me to give the UPS guy the original laptop when he delivered the replacement the very next day...so one day from Amazon, or three weeks from Asus. Brand new machine in sealed box from Amazon, anyone's guess what I'd have received from Asus. (Someone got a replacement hard drive with 4,000 hours on it?).

Since then I've been working out the small glitches all laptops seem to have. In every case I'd call Asus phone support and in every case their solution was to reinstall Windows - and if that didn't work, then to send the laptop to Asus for repair under warranty.

Re-installing Windows - always fun and a great solution - time consuming and re-installing all the software I have would take me at least a week if I paced myself and didn't do anything else.

I can't remember every incident, but one was my Fn+f2 key is supposed to toggle the wireless and the blue-tooth on and off. It stopped working and wouldn't even have been a big enough issue for me to care about but the hardware on/off switch didn't work either.

Instead of reinstalling Windows, and all the software, I found the download of the "wireless control panel" on the Asus support site and everything worked in a matter of minutes. This didn't occur to Asus tech support?

Similar issue with my cursor jumping around when I was typing. It didn't make much sense to me that it would necessarily be a Windows issue - I thought it was more likely a hardware issue - but I really couldn't part with the computer for three weeks since I need it for work. I'd have needed to buy another computer to use while waiting for the repair to be done (if it got done at all). I "Googled" the issue and found a little free utility called "touchfreeze" and that resolved the issue completely. Maybe not the perfect solution, but it works. And took less than 5 minutes to find and to install. It's been working perfectly for over a month now.

The other day I was exploring some of the software trying to figure out what was needed and what was unnecessary "bloatware" that I might have missed earlier on......I stumbled onto some sound setting console that disappeared while I was playing with it. I called Asus and to my surprise (NOT!) they told me to re-install Windows and if that didn't work to send the computer to them. This time I was frustrated enough that I asked if that was the standard answer to every issue and I hung up. I couldn't find a driver on the support site - I didn't even know the name of the program - it just disappeared completely.

I used the "restore" function and went all the way back to that same morning and the program was back...still don't know if it serves a purpose (Realtek HD Audio Manager). But at least I have it and can now (when I have the patience) find out if it serves any real-world purpose....restoring took a lot longer than downloading a driver - so that time it was a 10 minute ordeal rather than a 3-5 minute download. Still a lot less time than installing Windows and a dozen software suites. Or worse still, sending the laptop to Asus.

There were one or two other issues I've forgotten as well....all I remember is Asus phone support telling me each time to re-install Windows and if that didn't work to send the machine to them for the three weeks (or whatever the time would be - no guarantees).

Nice to know that all I need to do is move 10-15 time zones away and I could probably get a job at Asus support since I speak English and I can tell people they need to re-install Windows no matter what the problem is! And if that doesn't work, tell them to send it to their nearest service center.

Oh, and if the customer asks a question tell them I'll be right back and make them listen to music for 10 minutes or so that is played in places like Gitmo.

 

wow i think we are lucky here in canada to have a top notch repair facility. Whenever i need to send something to them i get it back within the same week i send it. They also send a fedex truck to my house the next business day to pickup the laptop. They cover shipping both ways as well. It also helps that i live within 150 km of the repair facility.

 

had a perfect experience with asus support. shorted the mobo on my u36 from water damage, had it RMA'd and returned in a week and a half (would have been sooner but holiday weekend) working perfectly with a new battery to compliment it. the ram i installed remained in the computer as well. sent to fremont, ca via fedex.

 

I love when amazon saves you. Their service makes up for everyone else's.



People always rag on HP, but I think hp has equal or better quality, and better customer service than asus.
The nvidia fiasco tarnished hp's reputation, and that's what people remember.
If asus sold as many computers as HP, naturally more people would have problems with asus.

last i checked, hp was selling 10x more units than asus, and with 10x more users, you will get 10x more complaints, which means 10x more people taking to the web to whine about stuff.

 

Yeah thats why next year i'm buying an HP actually originally I was going to buy the original DV6T quad edition with the 720qm and 230m but the screen was flimsy and I didn't like the espresso design. Also it had a screen connection problem so I sent it back and ordered the asus for the same cost and I ended up with lower performance CPU but the build quality is solid and I like the design.

 

If I could I would murder everyone who has ever worked at an Asus call centre or repair facility, because the hell they've put me through from Sept 2011 to April 2012 is worse than death. Every time I hear one of their minions tell me, on autopilot, in their nasal voice, to re-install windows, I want to do violent things to them.

They almost always send my machines back within a week, only that they never actually do anything to fix it. I've since cut my losses and have given up on trying to get any of the numerous problems fixed by them, and just accept having spent $1800 on two faulty laptops.