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Experience with Asus support?

Luke
By Luke
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"Your mail has been received by us and is currently in process. We will do our best and resolve your issue within 48 hours. If your issue is still unsolved after 48 hours, please use the link below or login to ASUS Member Site -> Technical Inbox to view the reply status. Thank you!"

 

It's been 5 days and still no response....? I clicked the link and it just says " ( status: IN PROGRESS )"

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Twice, both times it took 3 weeks to do. If I can avoid ASUS (personally), I will.

RIG: I7-4790k @ 4.5GHz | MSI Z97S SLI Plus | 12GB Geil Dragon RAM 1333MHz | Gigabyte G1 Gaming GTX 970 (1550MHz core/7800MHz memory) @ +18mV(Maxed out at 1650/7800 so far) | Corsair RM750 | Samsung 840 EVO 120GB, 1TB Seagate Barracuda | Fractal Design Arc Midi R2 (Closed) | Sound Blaster Z                                                                                                                        Getting: Noctua NH-D15 | Possible 250GB Samsung 850 Evo                                                                                        Need a console killer that actually shits on every console? Here you go (No MIR/Promo)

This is why you should not get an FX CPU for ANY scenario other than rendering on a budget http://linustechtips.com/main/topic/286142-fx-8350-r9-290-psu-requirements/?p=3892901 | http://linustechtips.com/main/topic/266481-an-issue-with-people-bashing-the-fx-cpus/?p=3620861

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Twice, both times it took 3 weeks to do. If I can avoid ASUS (personally), I will.

 

Wow i thought they had good customer service? Their products for the most part are good so i've never had to RMA anything until now so i guess i wouldn't know... =\

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Wow i thought they had good customer service? Their products for the most part are good so i've never had to RMA anything until now so i guess i wouldn't know... =\

Their customer service is shite to the max. EVGA master brand.

RIG: I7-4790k @ 4.5GHz | MSI Z97S SLI Plus | 12GB Geil Dragon RAM 1333MHz | Gigabyte G1 Gaming GTX 970 (1550MHz core/7800MHz memory) @ +18mV(Maxed out at 1650/7800 so far) | Corsair RM750 | Samsung 840 EVO 120GB, 1TB Seagate Barracuda | Fractal Design Arc Midi R2 (Closed) | Sound Blaster Z                                                                                                                        Getting: Noctua NH-D15 | Possible 250GB Samsung 850 Evo                                                                                        Need a console killer that actually shits on every console? Here you go (No MIR/Promo)

This is why you should not get an FX CPU for ANY scenario other than rendering on a budget http://linustechtips.com/main/topic/286142-fx-8350-r9-290-psu-requirements/?p=3892901 | http://linustechtips.com/main/topic/266481-an-issue-with-people-bashing-the-fx-cpus/?p=3620861

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I called them for help, and to be honest. They were amazing. Must be hit an miss with support.

 

Hmm was it for a RMA or just a general question? I might try phoning them.

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I called them for help, and to be honest. They were amazing. Must be hit an miss with support.

 

Did you actually send anything to them? Did you use the RMA service?

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My friend scammed Asus lol he burned his 650ti boost with his leet cable management skills which lead to the PCI e power connector  block the fan of the GPU and it took an entire playthrough of 2033 to drain its life while the other fan struggled.Then he goes to Asus "yo dawg ur card is faulty it shorted out wtf" and actually gets a refund after a month and buys a decent cabinet and this time an MSI card Lmfao.

Sent from my Nexus 7 (2013).

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Did you actually send anything to them? Did you use the RMA service?

 

Turns out I didn't have to send it to them just bring it back to the guy I bought it from. In general the individual I talked to was actually a decent person. Could be different if you actually have to RMA it.

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When I asked for some help trying to find a couple parts for my netbook (fan and battery), they were pretty fast about it. Probably should do something about my poor keyboard soon.

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Luckly I have yet to ever had to RMA a single peice of hardware, so I'm hoping my Sabertooth Z87 board last as longer then the warrenty does.

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I got help with my monitor a few months back. It was quick and they got it right. It was fixed on spot and I was very happy with it, although this was online tech support.

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love all this "ASUS support/RMA sucks" but still hardly any mention of what PRODUCT was involved

 

you do realize how many different divisions there are of ASUS these days right? anything from a full on PC, to a single component, and everything inbetween

 

their motherboard service - which I've had to use 3 times - is good. my second experience was terrible, but months after that incident - they called me and asked if I was taken care of. They let me know that my bad experience was at fault of someone they just let go and just wanted to follow up with me (this is seriously at least 3 months after the RMA)

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Personally I love Asus product, but it took them 6 months to fix my Sabertooth  X58 and 2 months to say my X79 Deluxe damage is out of warranty coverage. Asus is the best selling computer part in my country, but they don't have anyone who can fix anything here, every time they have to send it back to another country for repair. Gigabyte on the other hand is not doing great here, but every RMA stuff it never took longer than a week and 2 out of 3 times they send me back a better product.

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well after 20 minutes in chat with an asus rep i finally got them to initiate and RMA and they have yet to follow up on that...
So its pretty shit.
Another time that i had to help someone else with asus support, the rep was repeating that we HAD to send the ENTIRE system in, and all i wanted was a download for a file that was no longer available on their site. 
It's bullshit.
All he said was " I'm sorry there is no other way, here is a link to suck my big ding dong Http://www.lolyousuck.com"

That linked to an actual website god damn

 

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Jesus christ though.... I first contacted someone from their customer loyalty support 3 weeks ago and it took 10 days for a response. He just directed me to open a ticket and it's been 9 days with no response.

 

Are they just extremely understaffed or what? I'm confused. Their live chat also never works - https://secure.livechatinc.com/licence/1792571/open_chat.cgi?groups=34

Intel i7 3770K [] Asrock Z77 Extreme 4 [] MSI R9 290X 4GB [] 16GB  G.SKILL 2133Mhz [] Crucial MX100 256GB [] WD Black 1TB [] XFX Pro 850W [] Fractal Define R3 [] Func MS-3 R2 [] Corsair K60 [] 

 

 

 

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Posted (edited)

I called them for help, and to be honest. They were amazing. Must be hit an miss with support.

^QFT

 

Like EVGA, I have nothing but great things to say about asus's CS. MSI on the other hand, completely different story.

Edited by eLucid

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I've tried to RMA my gpu and they will never send me the RMA instructions!

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If you read customer reviews on New egg and amazon, you will notice there are a lot of people that say that Asus has terrible customer support.

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I have had to do a couple RMAs. All have gone pretty well. They recently fixed replaced my 780ti even though it had physical damage.

The repair ceter is about 15 minutes from my house. And ironically I still have to ship to them.

Tell my tale to those who ask. Tell it truly; the ill deeds along with the good, and let me be judged accordingly.

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Worst company for RMA's around, second only to XFX in the EU.

 

This is their so called premium monitor support in the EU
http://forums.overclockers.co.uk/showthread.php?p=26166699#post26166699

I had them claim a motherboard was user damaged despite it tuning out to be a model manufacturing issue. It was the Asus Z7S-WS, and nearly 30 dead boards over at XtremeSystems, along with mine.
http://vip.asus.com/forum/view.aspx?id=20090110152932690&board_id=1&model=Z7S%20WS&SLanguage=en-us

http://www.xtremesystems.org/forums/showthread.php?183499-My-Dual-Harper-Asus-Z7S-WS-living-review-*56K-warning*

 

They refused to address the manufacturing issue, the same with graphics cards. They're just terrible, and I tend to avoid them whenever I can.

 

Now there's this issue with X99 where Intel claims using their boards will void your CPU warranty as well. :/

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Not the best Emailed there support

 

The guy who emailed back just told me to do things 

which I had already done 

 

 

.......

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May this thread be the first occasion I hear something good about ASUS support.

It sure is!

 

I contacted Asus' support here in India, asking them if they could send me a SATA cable since by default, the P8Z77 V Pro comes with 4 and I was adding 2 more drives. I stated that the ones in my local shops seemed dodgy (they were unbranded) and they responded by actually sending me a few within a span of a day. Their customer support rep was great too! He/ She was quite friendly and seemed to genuinely want to help me.

 

Another time, I was inquiring about TLER support on the board itself, something that is very RAID specific and requires both the controller and HDD to work together. Despite not knowing that much, I did feel as though the person on the other end was trying his level best to help me, and I give him credit for that since him not knowing was to be expected now that I reminiscence, since it required both the controller and HDD brand working in tandem, which I now figure might not have been the case.

 

My experiences have been nothing short of phenomenal and despite these seeming really small, they did leave quite the impression on me.

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