Whats hapening with ASUS product and customer support?

Basically, I had bought ASUS N550JK though Amazon at the price of 1100$ in September 2014.

It has been more than a half year since windows 10 has been release and ASUS has not provided Intel Graphic Driver update for my machine ASUS N550JK.

The reason why I want Intel graphic driver update is mainly because:

1. Intel Graphic Drivers provided by windows update are not properly compatible and are crashed like after every hour causing computer hangups.

2. Windows Update provided drivers also breaks the Hybrid Graphic Card switching mechanism which means no matter what, we cannot use discrete GPU especially in Adobe Photoshop.

I have to do extensive graphic work and having lack of graphic drivers is a major hurdle between my work.

I have also observed that they have already released an Intel graphic card driver for windows 10, 2 months ago for ASUS N550JX (which is released just after N550JK).

Its really an annoyance for me because I bought this machine just 1 and half year ago and I expect this machine to receive PROPER mainstream updates within 2-3 months of new OS release for at least 5 years.

I tried to reach up to them through ASUS Technical Inquiry:

And to my shock, this was their immediate response:


I tried to reply them stating where was the solution to my problem, but they never replied.

Here's what adobe Photoshop tells me due to lack of proper drivers:


I already tried installing drivers from Intel official website with no luck, Since ASUS has modified the Intel Graphic Driver, the drivers only provided by ASUS can be installed on this machine.

Now its their responsibility to release frequent update of the Intel Graphic Driver for this machine.

See the pictures for more clear understanding:


I am feeling like totally ditched by ASUS, I never expected such poor customer service and product support from them.

I am regretting to trust and buy ASUS, and those who are looking forward to buy their products, I warn them before they also end up being guilty and regretful as I am right now...

 

You can download the driver below.
[ Download]

 

Thank you for your reply, but that's the actually problem I cannot. Only drivers provided by ASUS can be installed. See the picture for more clear understanding...

 

Uninstall the stock driver first, then try again. *You may need to reboot the OS before reinstall.*

 

Have you just tried using the Intel driver for the N550JX?

It looks like the core architecture of two laptop models N550JX / N550JK are nearly identical. The only difference appears to be a slightly higher-clocked CPU and faster nvidia GPU in the N550JX. If that is the case, then an Intel driver for the N550JX should work on your laptop.

Sent from my XT1575 using Tapatalk

 

Yes, I also did installed the windows 10 driver for N550JX but still no luck.

Only driver that somewhat works is Windows 8 Driver for ASUS N550JK which also crashes in windows 10 after every hour.

The reason I understand why N550JX driver yielded no benefit is that ASUS has hard coded the graphic card switching mechanism in Intel Graphic Driver, and since N550JK and N550JX are having different Nvidia Models (850M vs 950M) its not even compatible with N550JK.

 

ASUS will not provide driver support outside of the ones they had provided.
This is the same as all other manufacturers because they are considered out of scope.

 

yet they have provided driver updates for their newer model N550JX for windows 10?

Why did they do that then while it also was release with windows 8.1?

 

The NB team moves from project to project, once they discontinued support for a model then they stop.
A model of NB has 1-year life cycle, at most 1.5-year. If you go to MSI forum there are similar kind of customer feedback.
This is most likely a cost concern. Nevertheless, we know the driver from component manufacturer will work since they are either the same or similar.

 

Is there any official statement which gives them legal rights to drop support for NBs older than a year or two?

Also are there any manufacturers that provide support for their NBs for at least 5 years?

 

Warranty terms and conditions usually state 1 to 2 years depending on model.
There are no manufacturers today that can provide support for at least 5 years, because technology evolves/changes everyday.

 

but windows does only after 5 years!

 

Most of the time, manufacturers does not modify the vendor drivers because there is no need for it. Take for example NVidia: how many card manufacturers actually modify the drivers ? I haven't heard of one yet, they all take the drivers from NVidia itself (and they do offer support for a lot of time).
You've stated that the official Intel driver is not working, but there could be many reasons for this, for example, your OS is "confused" about what driver it should use (you have installed many versions so it's a possibility).
My first suggestion would be to do a fresh install of the OS and then try the latest official Intel driver as well as the latest NVidia official driver since Optimus may be the cause of your issues too if you're using an old driver.

 

Each OS release increases cost on component manufacturers and system manufacturers because a new driver release (every version) requires WHQL certification.

 

But I suppose doesn't the price of notebook (1100$) covers the price for that stuff too?

 

Under normal expectation this should have been once or twice for the same OS and at most two OS. But we have had like 4 OS change for the past recent years.

 

Logically, we had only 2 OS change. Windows 8 and Windows 10. Windows 8.1 was just like service pack. We cant say Windows 7 is a different OS and windows 7 sp1 is a different.

This laptop was officially shipped with windows 8.1 pre-installed and right after windows 8.1 came windows 10, so I expected proper driver support for windows 10 or least critical drivers support.

I am soo disappointed by their quality. I am pretty sure there are no laptops out there which were released in 2014 and are now soo outdated that they are unable to properly run windows 10 except ASUS's.

 

Actually, because each OS required a different WHQL certification so it's not one time qualification for all but multiple.
ASUS & MSI both have shown that they had provided support for 2 OSes at most.
Some brands did only just 1, so it depends.