My experience with Asus customer service

So, the battery on my v6v has been misbehaving for about three months. I finally decided to do something about it.

After emailing Asus telling them my problem and getting an email from "john Y" I called Asus, sat on the phone for about ten minutes and then spoke to a service rep. He listened to my explanation of the problem, agreed it was a problem and took my info.

One day later, I got an RMA number, address, etc. via email.

I sent the battery out and exactly one week later, have a new battery via fedex.

All in all - a good job of customer service.

 

Thanks for the story...it helps us feel confident if a problem should exist in the future.

 

Sounds like a good experience - if you haven't already, vote in the Asus Satisfaction poll thread

 

Asus's service center is good on my opinion. When we have a battery for RMA, they will replace a new one for us. We don't need to bring it to a reseller. Of course, if we are out of city, probably, we have to send it to them.

 

that freakin' rocks! i CANNOT wait til i get my first asus laptop! sigh.....

 

Yes thanks heaps for posting the good news story, so often the forum only has bad things it gets a bit depressing, so its nice to see a happy story, gives me a warm fuzzy,
a

 

yup, I've only had good service with Asus here in New Zealand. at work where we sell them, one of our old A4D's display units power button was sitting a bit proud and thus the unit turned off everytime you colsed the lid. (lid hit power button)

Called the local rep, he picked the unit up same day, they replaced the motherboard and unit was back in 4 days. all working of course

didnt even have to call a service centre or send it away through our normal channels


insane

 

Well, I may have a bad unit, because it has been broke for about three times now, but the service from Asus is great!

1st time: The screen was getting white at random times, while the laptop was not crashing. They picked the machine up and it was back in 5 days with a replaced screen.

2nd time: The battery had problems, it wouldn't charge any further than 98%. And the DVDRW drive has troubles reading the 2nd recovery CD, thats weird, because it worked before and my Desktop PC can read the CD without any problems. (I needed to make a copy to reinstall Windows). It was picked up and 5 days later back with a new battery, but the DVDRW drive wasnt replaced.

3rd time: The battery still gives problems, the battery will charge to 100%, but the light won't turn off, after 25 minutes the light will go off and Windows reports that the battery is charged. The DVDRW drive still gives the same problem (because it was not replaced) and the webcam doesn't work anymore (BSOD, crashes, weird colors, upside down etc.). I contacted Asus, explained everything and they are deciding right now wether i get a new notebook or this one is getting repaired with priority, "we are going to do everything to solve your problems for ever".

We'll see what happens to my notebook!
:asus:

 

I hear mixed things about ASUS support. My brother had a shot motherboard from them, and he was forced to yell at the representative before they would actually replace his unit. Other than the shipping charges I think he said they sent him a new one quickly

 

Glad to know Asus has good customer service. How about reseller Customer service? For the "Built on" products?

 

For built on, it depends on the dealer. But with guys like Justin from ProPortable, Eddie frm Geared2Play, Sasha from c9tech, and Donald from PowerNotebooks - you're getting the best service there

 

Rick & Gwen from ISTNC are great, too.