Mt experience (so far) with ASUS customer service

I'm not going to rant - draw your own conclusions from this. I'm sure service varies by country. This is my experience so far with getting my now 2 year old G1 fixed. I've blanked out some names and numbers to preserve confidentiality.

If you can't be bothered to read the below (and I don't blame you) in summary my laptop has been broken for over 5 months, been 'repaired' 3 times and still doesn't work, I've sent something like 30 emails, called something like 50 times and even written 1 letter. I was promised a swap replacement 8 weeks ago and they still haven't even managed to issues me a swap number, let alone tell me what model i will get or when i will get it. Currently they don't even answer the phone (no voice mail) and don't reply to email or letters.


8th Nov 2008 GPU fault occurs, display is black
10th Nov 2008 RMA GMxxxx issued
14th Nov 2008 Laptop picked up via UPS
21st Nov 2008 Laptop returned via UPS. Motherboard replaced. Display problem fixed. However serious broken fan noise now evident and three rubber feet missing
24th Nov 2008 GMyyyy issued
27th Nov 2008 Laptop picked up via UPS
9th Dec 2008 Laptop returned via UPS. Motherboard replaced. No change in fault status. Still a loud broken fan noise evident very soon after boot once fans start working. Still missing 3 rubber feet that you removed and lost during repair
12th Dec 2008 I call and explain situation to N., that I do not want to send it back a third time and have it returned still faulty and still without the rubber feet. He is helpful and explains he will make sure that this won’t happen again, asks me to email him details of problem
15th Dec 2008 I email N. details of the issue
18th Dec 2008 I chase up N. as I have had no reply. N. replies and asks for the information I have already sent him
19th Dec 2008 Resent N. information
23rd Dec 2008 RMA GMzzzz Issued at 15:52pm. I await my UPS label
Xmas 2008 No label shows up over Christmas. I assume this is due to Christmas post. However on return to work Jan 5th I discover the label has been emailed to me at work
Jan 6th 2009 I arrange pickup for the third time with UPS
Jan 7th 2009 UPS pick up
Jan 8th 2009 Via UPS tracking I note my laptop arrives at ASUS repair centre
Jan 29th 2009 I decide to call up and check progress as there is no sign of my laptop. Call centre has no record of my RMA. They take my email and promise to email me back later in the day. They do not.
Jan 30th 2008 I call again. Call centre is busy. A receptionist takes my phone number and promises I will be called back. I am not called back
Feb 2nd 2008 I call a third time. Call centre is busy. A receptionist takes my phone number and promises I will be called back. I am not called back
Feb 3rd 2008 I call for the 4th day. I speak to an agent. They have no record of a job being opened on my RMA. I tell them that was the problem 4 days ago. I supply my UPS tracking ID. They accept it has arrived but do not know where it is. They will email me later in the day. I receive no further contact
Feb 4th 2008 5th Call. Repeat the whole process of RMA and UPS tracking code. No one knows where my laptop is. They will email me later in the day. no email
Feb 5th 2009 6th Call. Repeat the whole process of RMA and UPS tracking code. No one knows where my laptop is. They will email me later in the day. I don’t accept this. After 5 minutes on hold you find my laptop under an RMA number GMaaaa (why did this take 6 calls?). This is not the number issued to me. It is awaiting a part. Cannot tell me when it will be ready
Feb 12th 2009 Laptop returned via UPS. Motherboard has been replaced. Still no change in broken fan. Still no rubber feet.
Feb 17th 2009 Letter of complaint sent
Feb 18th Call call centre. Speak to D.. Email D. full history of problems. Referred to K in Swap team. Email K further details and speak with her on the phone
Feb 23rd Email K for update – no reply
Feb 25th Email K for update – no reply
Feb 27th Email K for update – no reply
Mar 4th Email K for update – get out of office bounceback redirecting me to A.
Mar 4th Email A. get out of office bounceback redirecting me to T.
Mar 4th Email T. - - no reply
Mar 6th Call call centre asking to speak to K or someone else in swap team. K is still away, there is no one else in Swap team in office. The call operator finds my records and speaks to her supervisor who agrees to contact me the same day via phone or email to update me. No response
Mar 10th Call up again. Speak to J.. She escalates problem and promises to keep an eye on it. Apparently I have no GH number which indicates no decision has even been made in the last 20 days as to whether I get a swap or not
Mar 18th Call up again. Am told that a decision on getting a swap is awaiting sign off from a manager that is currently in China. Given N's name and number to contact at head office (01442 xxx yyy). He promises to contact me before the end of the week
Mar 23rd N has not contacted me as promised. I call up again several times during the day. No answer
Mar 24th Call N again. No answer.
Mar 25th Call N again. No answer.
Mar 26th Call N again. No answer.
Mar 27th Call N again. No answer.
Mar 30th Call N again. He is in a meeting but will call me back. Call again in the afternoon. He finally calls back. Will ring me tomorrow with details of possible swap models
Apr 6th N has not called back. Call up again. No answer
Apr 9th No contact. Call up again. No answer
Apr 14th No contact. Call up again. No answer


...THE SAGA CONTINUES

 

Time a little birdy called the BBB cause that shizz is ridiculous

 

Don't u guys have some organization that protects consumer rights ?

Here in portugal we have one ... I had a similar problem with a sony TV back and forth back and forth ... until i contacted DECO ( Portuguese association of consumer rights ) in 1 weak they solved my problem and i din't have to pay a cent .

 

Errm, mind if I ask what country (or continent) this was in? You said you are sure it varies from country to country but didn't specify which you live in.

@breezer, if this was in the US, I suppose the equivalent would be the BBB (Better Business Bureau).

 

Sounds like your in the UK.

Anovo-uk are the biggest thieves ever when it comes to repairing and stealing parts off peoples laptops.

I went through what your going through this time last year.

I can see that ASUS ARE STILL RIPPING THEIR CUSTOMERS OFF and that nothings changed.

I WONT EVER BUY AN ASUS NOTEBOOK EVER AGAIN.

The one i got as replacement is still working. touch wood

 

Yes - I'm in the UK

PS - I feel much better now I've got this off my chest. Forum therapy

 

Sadly ASUS is known for having....borderline EVIL support in the UK =/ In the US it's reputed as being quite good.

 

Yeah US service is pretty nice but I guess it's different country they have different policies and company that runs the coumstomer service (most it's just hand out to other company..)