Question about Asus tech service

Well this is an interesting way of introducing myself.

Hello.

I recently purchased an Asus A52F XE2 and upon receiving it and setting it up, the laptop refused to start up. Everything was in the right place but it simply wouldn't power on. I called Asus support and went through the motions and still nothing. The one thing I did note was I got a solid orange light from the battery symbol on the notebook when plugged in.
They emailed me an RMA# and shipping label. I shipped it back that very day. The whole thing left me feeling pretty sour. Asus support told me it would take 10-14 business days upon beginning of repair for it to be fixed. Is that length of time the norm or could it be sooner then that? I'm hoping for sooner.

I apologies if this isn't right place to ask.

 

If you live in the USA I am afraid this is likely the norm. Be sure to check EVERYTHINNG when you get it back, a very few have found scratches, or additional new problems when they get them back. If you ever have a choice, the repair facility in California, USA seems to get the most Kudos.
Just out of curiosity, who did you purchase from?

 

I seem to be finding alot of threads like this concerning various tech service problems with ASUS notebooks... and I have a couple thoughts / questions.

From the horror stories ive read it sounds like if you buy a new asus notebook and immediately have problems with it... just return it and try again, your odds are probably better than going through asus support especially if your unlucky enough to have your unit sent to the Indy facility (which of course I would being in st. louis).

Also, im curious... do the custom PC resellers handle support for their units? Like xoticpc or powernotebooks? In the case of asus with the support woes ive read it might be worth going to one of those resellers just for their support if you can avoid dealing with asus indy.

 

I purchased it off of Buy.com and yeah, I live in the US. Unfortunately, I noticed it went through their Indy facility. I wasn't certain if Buy.com handled that kind of support and going through Asus seemed like the most logical choice at the time.

Reading the responses, not sure now if I should just purchase a new notebook and just get the other Asus back and return it for a refund. (if that can be done.) The A52F seemed like a really good notebook to have from the reviews I read. Are Asus products still good or is it just their tech support that is questionable?


:update: Yep, all I can do now is hope that it works fine when I get it back and no other bugs arise. A lesson learned. : (

 

^^ Yes you picked a great Brand, State of the art IMO,and as I said only a small % get them back with new issues or unresolved ones. From what I have read they are expanding like crazy as far as product lines, but the quality of the support is lagging. Once the support catches up (soon I hope) ASUS will RULE!
If you are looking for a higher end customized machine I would highly recommend both of the resellers you mentioned Alchemist. I am very happly with the support B4 and after the sale I got from Powernotebooks.

 

Oh and, welcome to the forums!
Enjoy your stay!

 

Some of us wait over a month to get it back from Asus.

...and the 45 minute wait + hold to speak to someone isn't that great either.

The call center reps sound like they're all from the Projects/Bronx and I have the hardest time understanding slang-broken English.

 

Have to say, every time I've called them, it took no more then 10 minutes to reach someone and it was hit and miss in terms understanding the different reps I spoke with. Hope it's not over a months wait.

Thank you guys for the welcome.

 

You will be lucky to get it back within a month. Last time i sent one in it took 3 weeks just to get it in the system. (indy)