Dat ASUS Support Do

[jamie.k.hofer]

Trying to contact ASUS to tell them about a BIOS bug.... Phone line is down, chat is broken, and they never respond to tickets. I shun you ASUS.

[Nup]

I thought they were one of the better companies.. 

[QueenDemetria]

I thought they were one of the better companies.. 

For hardware, their support is pretty terrible.

[Darkman]

I thought they were one of the better companies.. 

Customer support is full nope.

[jamie.k.hofer]

I thought they were one of the better companies.. 

I think that is EVGA you are thinking of. They are great!!!! The decal that has the light shinning through it (on GPU) came broken and they just sent me a new one. No questions asked.

[UltraNeonGaming]

For hardware, their support is pretty terrible.

Customer support is full nope.

Trying to contact ASUS to tell them about a BIOS bug.... Phone line is down, chat is broken, and they never respond to tickets. I shun you ASUS.

I thought they were one of the better companies.. 

Their customer support is actually amazingly awesome, I broke/bent a some pins on my USB 3 header really horribly bad because my case's cable got stuck on it, I also broke a few fan headers nearby trying to remove the cable, So I drove to their office, walked in and told them what happened, they said they would repair it for free and it would take about 3 days.

 

It was done in 2 days, and they fixed it for free without any headaches.

 

Asus' customer support quality depends on the location.

[Nup]

For hardware, their support is pretty terrible.

 

 

Customer support is full nope.

 

 

I think that is EVGA you are thinking of. They are great!!!! The decal that has the light shinning through it (on GPU) came broken and they just sent me a new one. No questions asked.

 

0.o I had always thought that they were a good company for that... it does seem to be the case that their not... drat..

 

Their customer support is actually amazingly awesome, I broke/bent a some pins on my USB 3 header really horribly bad because my case's cable got stuck on it, I also broke a few fan headers nearby trying to remove the cable, So I drove to their office, walked in and told them what happened, they said they would repair it for free and it would take about 3 days.

 

It was done in 2 days, and they fixed it for free without any headaches.

 

Asus' customer support quality depends on the location.

 

Huh, well maybe its luck of the draw thankfully i haven't had a problem with one of their products yet. Hope it says that way

[Bensemus]

I have an ASUS laptop and I broke the power jack a few months after I bought it. I actually had no trouble getting it serviced and the new jack as survived ~3yrs. 

[deafboy]

Tomorrow will be 5 months since they received one of my GPUs for RMA, lol.  Yeah, their support sucks.

[QueenDemetria]

So I drove to their office, walked in and told them what happened, they said they would repair it for free and it would take about 3 days.

Its way different if you don't have an office to drive to. Their email/phone tech support can be as bad as Microsofts, which is somewhere in between pulling your hair out and rage quitting from life. Their tech support can be good, but too many times it has been bad.

 

0.o I had always thought that they were a good company for that... it does seem to be the case that their not... drat..

Huh, well maybe its luck of the draw thankfully i haven't had a problem with one of their products yet. Hope it says that way

It also depends on what you need to RMA. If its a sub $50 motherboard or low end laptop then forget it. If its a $400+ motherboard or flagship GPU then they are "okay". They like to take their time with things, and they are silent for most of the process(ex: Its been 3 weeks since I have sent my mobo, where is it? *crickets*).

[Toddskins]

I have to agree that Asus support is horrible.  But that did not stop me from buying and building another Desktop with another Asus VII Hero motherboard.

I had created a support ticket that did not get answered until 2 weeks later, and then the answer was so far off the mark it was irritating.  Interestingly, I got sent an Email survey from Asus asking me to rate the support I got.  I told them and clearly identified how bad they are.  Hopefully it will do some good in the future, but meanwhile it's not good.
 

Also, their owner's manuals on hardware could definitely be improved.  There's so little written that users are left in the dark on many fine points that they boast about in their marketing materials.  

It's probably because they are from Asia (Taiwan) and I've found that Asians are not good communicators.  I'm not prejudiced or racial.  It's just a fact that they have not developed good communication skills.  I'm married to a gal from Hong Kong, and I've visited the Philippines, have many Asian friends, and have some knowledge regarding my opinion.

[ttam]

Trying to contact ASUS to tell them about a BIOS bug.... Phone line is down, chat is broken, and they never respond to tickets. I shun you ASUS.

Sorry but it's 100% you

 

Their live chat works. Their phone works and the ticket I put in 2 hours ago has already been replied to.

[UltraNeonGaming]

Its way different if you don't have an office to drive to. Their email/phone tech support can be as bad as Microsofts, which is somewhere in between pulling your hair out and rage quitting from life. Their tech support can be good, but too many times it has been bad.

Microsoft's tech support is awesome too, I had to activate windows again after I moved to an SSD, they activated it without even asking why I am activating it.

Maybe I just get lucky? Idk

[QueenDemetria]

Microsoft's tech support is awesome too, I had to activate windows again after I moved to an SSD, they activated it without even asking why I am activating it.

Maybe I just get lucky? Idk

For activating Windows Microsofts tech support is great. For troubleshooting, account management, and RMA, they are next to worthless. Anytime I have a problem that I need Microsoft's help on, I just cut my losses and move on.

[jamie.k.hofer]

Sorry but it's 100% you

 

Their live chat works. Their phone works and the ticket I put in 2 hours ago has already been replied to.

It depends what department. Their component department is the only one I have been having troubles with.

[MRL]

Asus Customer Support is good???? pppfffttttttttttttt....

 

Last time when NVidia has "Pick Your Path", Asus didn't include the coupon inside the box due to stupid retailers here opening the box and remove the coupon to resell it (that's the sad thing about retailers here, since many retailers are doing that there are chances that you won't get a box with intact seal anywhere you'll go). There are authorised retailers listed by Asus but their location isn't really near to me...

 

The customer were expected to contact Asus' Customer Support for the coupon number and these retailers were not told how to contact them. So we resort on searching our own method. I opened a ticket with them and it goes unanswered for almost 3 months. I go contact their facebook pages, no answer for weeks before I give up and scrolls through their facebook pages before finding out the proper way. So, in other word the only way to know how to contact them for the coupon is to read that specific post that was only posted once. Nobody from any department will forward your request and tells you proper channel and they just act like "It's not my job". And even when I contacted them through proper channel as their post, I still don't get any answer until I go rage on their facebook page....

 

So, yeah.... Asus Customer Support is good? ppppffffffffffftttttttttttttttttttttt.....

[MblaZe7run]

They replaced an out-of-warranty motherboard and video card for me in the past. They both got fried by a storm that killed my surge strip, then my computer. Never had a single issue with them in terms of customer support. They had me ship the items to them (and they paid for shipping), then mailed me two new items, of the exact same item number, about two weeks after the call. I swear by their customer support, and EVGA. Both have been amazing to me (but who knows, maybe I just got a good rep).

[airdeano]

nothing but good for me. quickly responded to support tickets, sorry to hear.

[Prastupok]

I'm in the same tent as airdeano, Asus support has never been anything but great for me.

[Nup]

Its way different if you don't have an office to drive to. Their email/phone tech support can be as bad as Microsofts, which is somewhere in between pulling your hair out and rage quitting from life. Their tech support can be good, but too many times it has been bad.

 

It also depends on what you need to RMA. If its a sub $50 motherboard or low end laptop then forget it. If its a $400+ motherboard or flagship GPU then they are "okay". They like to take their time with things, and they are silent for most of the process(ex: Its been 3 weeks since I have sent my mobo, where is it? *crickets*).

 

Shame to hear it, but i guess that makes sense. So long as it gets done then i guess i cant complain.

[Liam-McShane]

I've had a good experience with them. Comparing RMA support is difficult as it varies so much from location to location.

[Thony]

Their customer support is actually amazingly awesome, I broke/bent a some pins on my USB 3 header really horribly bad because my case's cable got stuck on it, I also broke a few fan headers nearby trying to remove the cable, So I drove to their office, walked in and told them what happened, they said they would repair it for free and it would take about 3 days.

It was done in 2 days, and they fixed it for free without any headaches.

Asus' customer support quality depends on the location.

U actually talked face to face in their office. Surely people not gonna be dicks on there. But online seems to be very different

People are just people, u can't generalize them. All are different and all have bad days so its hard to call the whole company "Great".

Good for u though.