So I've been battling with Asus Customer Service department for quite some time now, and I'd like to get some more opinions of my issue's I have been having.
Back in August of 2017 I purchased a Asus Rog GL502VS-DS71 (Found here). I purchased the notebook for school so I could run Autocad, solid-works, and obviously game with no issues. A week into school in September I noticed a dead spot on the center of the LCD panel just above the Asus Logo on the bezel. I also had managed to put a small dent in the lid on the upper left corner, and the unit would sometimes crash and boot too the Bios. So, I contacted Asus to see if my warranty covered the LCD panel, the m.2 SSD, and for grins the dent. They had assured me that my standard warranty would covered all three things, and the dent would be covered under the one time A.D.P. (Accidental Damage Protection). I shipped it out over winter break in December so I could still use the notebook until the semester was finished. I was originally told the notebook's turn around time would be 7-10 business days (which was really one full month). I got the laptop back the weekend before the Spring semester had started. They replaced the panel and SSD but they failed to fix the dent. On-top of that I noticed they panel they replaced was for the VM model which is only 60HZ, so they gipped me out of the 120HZ G-Sync Display. To make matters even better the unit died on the 5th day after it returned to me. So I setup another RMA to have the unit's screen, m.2 SSD, and the dent fixed again. After another month long wait, the unit returned with the screen untouched (still the 60HZ display), which made me think they just ignored it since it was somewhat operational. They did however, fix the dent, and the SSD (again). This pas month while away on vacation I sent the unit in for now a third time in hopes to have the screen fixed. I received it back this past Friday with the screen (according to the service slip) replaced to the correct 120HZ panel, and now the screen doesn't turn on at all. I had to plug it into an external monitor to see the unit boot up. At this point I haven't had a functional laptop in 4 months. The service rep Taj H. from the customer care department wanted to give me a factor refurbished unit instead of a new unit, and a refund is out of question. He was snickering and cackling at me over the phone due to my frustration, and was highly disrespectful for being "The highest in command, Taj H. Asus" and "The End all be all" in the customer care department. I had my case escalated for a new unit, and the request was denied. I just shipped my unit in back to SMS Infocomm in Texas for the 4th time, and a factory refurbished unit should be sent out with expedited shipping once it arrives to them. I have lost all faith in hopes to get a working unit out of the facility the use in Texas. I was promised that if the factory refurbished unit dies on me (which at this point, it probably will), I will be getting a new unit of equal or greater value. For a company as (generally) highly recommended, and pushed in the "pro-consumer" and "gamer" markets I would expect better customer service. If you ever had the joyful experience of talking to them on the phone, you know it takes at least 2 hours to get anywhere. Plus, the endless fake apologies from every rep. "First Mr. Burnham, I'd like to extend my deepest appologies on behalf on Asus for the issue's you've been having with your laptop." Apologies do not mean anything, when no one does anything about it.
After all the issue's I have been having with them, it would have been nice to receive a new unit or a refund at this point. When someone from the customer service department sees my account with 5 RMA's on one product how does that not raise a 'red flag'? It's not just Asus that uses SMS Infocomm for repairs, HP uses them too. Lenovo has a repair center on my campus, and they have also been proven to be unreliable. Dell is the only manufacturer that owns, and operates their repair facility from my knowledge at this point in time. Anyway's I'd like to get your opinion on this. If you had to send the same unit in 4 times over 4 months to get an issue resolved how would you feel? I guess this is just how they handle all of their issue's and are completely unaware of how they treat their customers. They all seem unfazed about a unit being sent in now 4 times as if it is okay? If you have any great Asus service horror stories please feel free to share them below as well.
Thanks Everyone,
Mat.
