Secret shopping ASUS support [Community edition]

[Gokul_P]

Region: ASUS INDIA

So due to LTTs Asus secret shopping result on ASUS being too high (In my opinion) I decided to just check out how ASUS support help me in two different scenarios  [Used Mail as the option]

 

Scenario one : Someone asking for a part that their laptop didn't come with 

In some regions Asus Vivo book 15 (2019) shipped with the 2.5 SSD connector sub board that is required to connect a 2.5inch drive. My particular unit didn't came with one so initially I bought one of amazon (it was cheap) But now i decided to ask support about this. 

Spoiler

I didnt expected them to send me one for free but i hopped they atleast gave me a part number 

Not only they failed to give me any information about the connector (They asked to take the laptop to a service center Their reply included Ram upgrade 

I didn't ask for ram upgrade This message is in all 3 replays from ASUS They didn't provide any other useful info on any other message even after asking for a part number they send this same message over and over again 3 mails with exact same content it is like Iam talking to a brick wall

Spoiler

Scenario 2: Corrupted video driver

Now i Thought maybe iam being too harsh to ASUS for asking for a specific part on a discontinued laptop (They don't provide any spare parts for any of their product even Hp does) so i decided to create a issue my self on my gpu so i just corrupted my Video driver and send them a message (from a different email) 

Spoiler

 

The error message is pretty clear about the issue and maybe a new person cant understand what open GL or video driver is but a support staff should and should walk you through how to fix it. and what ASUS replied me with 

Spoiler

https://www.asus.com/support/FAQ/1016113/#:~:text=no display output.-,Display,-abnormal

They linked me to a completely wrong trouble shooting page it only has a small mention of corrupted drivers and there is no step by step guide on how to fix it when there is a clear FAQ on how to install drivers that would technically fix the issue https://www.asus.com/support/FAQ/1048897. How much time a LTT community member took to identify and fix the issue in 10 Minutes 

I didn't think ASUS will ask me to use DDU and do it properly but i at least thought they would be able to identify the issue and point me to driver download. Also On the side note all of this emails included a ad to ASUS premium support 10% off they said. If it was a real customer they will be disappointed in the trouble shooting and prob send ASUS the hardware and prob they would replace it bcz they cant replicate the issue. For a billion Doller company it is unacceptable. I don't even think its a employee level issue it is a company wide issue and ASUS should immediately fix this or LMG should do something about it 

 

[Skiiwee29]

Devils advocate: service and support will vary region by region, usually dictated by applicable laws on what they can or can't get away with when it comes to consumer protections. 

 

So the support you get in India could vary widely compared to say the UK, Canada, Japan etc... 

 

Can only take this with a small grain of salt since there is a lot of different factors and variables in play. 

[PDifolco]

9 minutes ago, Skiiwee29 said:

Devils advocate: service and support will vary region by region, usually dictated by applicable laws on what they can or can't get away with when it comes to consumer protections. 

 

So the support you get in India could vary widely compared to say the UK, Canada, Japan etc... 

 

Can only take this with a small grain of salt since there is a lot of different factors and variables in play. 

Don't we all get Indian support ?  

 

[Gokul_P]

38 minutes ago, PDifolco said:

Don't we all get Indian support ?  

 

I think that is true. But policies might be differant

 

48 minutes ago, Skiiwee29 said:

Devils advocate: service and support will vary region by region, usually dictated by applicable laws on what they can or can't get away with when it comes to consumer protections. 

 

So the support you get in India could vary widely compared to say the UK, Canada, Japan etc... 

 

Can only take this with a small grain of salt since there is a lot of different factors and variables in play. 

In that sense secret shopper is useless and ASUS support is bad in 2 regions (Canada and India) (alsosomeone from those regions also could secret

shop asus and know if it is any good.) i think thats enough to force ASUS to make a change like Linus said in a wan show (on Asus board socket explosion week). 

[venomtail]

Remember companies aren't always themselves but sometimes franchises. Was shocked when Volvo in the UK is actually a different company selling and representing Volvo on their behalf. Same thing here probably. Company X paid ASUS to be ASUS in their country.

[SansVarnic]

-= Moved to Member Reviews =-

[FlyingPotato_is_taken]

My Asus experience (approx. 2015-2021):

Region: Europe, Germany (some interaction where with the US chat; overall consistent bad experience):

 

1. EMI issues on a audio product (GSM interference): can't remember exactly but they where basically like figure it out with the seller; We don't care if our products have design flaws.

2. Monitor with wired lines if run at the advertised 100 Hz: We have no idea why this is but shouldn't be like this with no solution offered. Months later I found out why: Asus used a 60 Hz panel and not all of them are capable of the advertised  100 Hz refresh rate.

3. Asus official seller on eBay selling brand new products with bad packaging, incomplete accessories, no paper work and could be used. Inquired Asus if this seller is who he claims to be (Asus): They had no idea how to deal with a very basic request (is xy your company or authorized by you?). Meaning Asus itself is incapable of knowing who they are.

4. Monitor settings that can only be disabled by a factory rest (e.g. target cross overlay): No firmware update or other measures taken by Asus. The product to this day has these embarrassing oversights.

5. BIOS/software bugs: Forget it. The general support has no idea how to deal with this. Feels like there is no way of escalating a ticket from frontline/general support to support engineers.

 

2021 was when I gave up on Asus support. After that I went straight to whatever or if it was a show stopper to trash/recycle. At the moment there are still 1 or 2 Asus products that will be replaced when they fail or problems arise without workaround.