ASUS Customer support sucks!

[flimsy888]

This is not a thread to flame ASUS or there support it is just talking about my real world experience.

I needed something simple, I simply wanted a replacement case badge, as mine is peeling off. I know it is something small, so i figured it would be no big deal...I was wrong.

My chat log.

 

Marcus Mon, 9/9/2013 04:30:39 pm        

Hello Collin  , thank you for contacting ASUS support. Please give me a few moments to review your information. I will be with you shortly.                               

How may I help you today?                        

Collin     Mon, 9/9/2013 04:32:01 pm        

I Bought a ROG Hero board and the case badge is starting to peel off my case, can I get a replacement?                

?                             

Marcus Mon, 9/9/2013 04:34:58 pm        

May I have few moments to check into the information for you?                             

Collin     Mon, 9/9/2013 04:35:03 pm        

ok                          

hello?                   

Marcus Mon, 9/9/2013 04:39:36 pm        

What case do you have?                              

Collin     Mon, 9/9/2013 04:40:05 pm        

Why does the case matter, the badge came with the motherboard?                      

?                             

Marcus Mon, 9/9/2013 04:41:24 pm        

Is this your board?                          

Collin     Mon, 9/9/2013 04:41:31 pm        

Yes                        

That is my board                              

...                           

Marcus Mon, 9/9/2013 04:44:59 pm        

I am looking at a picture of everything that came in the box, I don't see a badge, but I do see a door hanger.                      

Collin     Mon, 9/9/2013 04:45:20 pm        

There was a badge in there for sure                       

Marcus Mon, 9/9/2013 04:45:37 pm        

Can you describe it?                      

Collin     Mon, 9/9/2013 04:45:52 pm        

this one

hello...                 

Katie      Mon, 9/9/2013 04:47:26 pm        

Hello, how may I assist you?                      

Collin     Mon, 9/9/2013 04:48:07 pm        

I need a replacement case badge for my ROG hero board as mine is starting to peel off my case, this is the badge: http://www.techpowerup.com/rev%E2'>

Can you help me with that?                       

Katie      Mon, 9/9/2013 04:49:24 pm        

We do not send out items.                         

Collin     Mon, 9/9/2013 04:50:12 pm        

Is there someone i can talk to who can? The previous Representative seemed like i could get a replacement...                  

hello?                   

Katie      Mon, 9/9/2013 04:52:20 pm        

There is not, i apologize.                              

Collin     Mon, 9/9/2013 04:52:35 pm        

I find this very hard to believe...                               

Can i Talk to a supervisor?                           

Katie      Mon, 9/9/2013 04:53:36 pm        

A supervisor cannot send out items either sir.                   

Is there anything else I can assist you with?                        

Collin     Mon, 9/9/2013 04:53:54 pm        

May I talk to a supervisor?                          

Katie      Mon, 9/9/2013 04:54:07 pm        

A supervisor is not needed for this issue,                             

Collin     Mon, 9/9/2013 04:54:43 pm        

Miss I know what I asked may i please speak to your supervisor?                             

Katie      Mon, 9/9/2013 04:55:10 pm        

A supervisor is not needed for this issue.                             

Collin     Mon, 9/9/2013 04:55:49 pm        

Please stop running around the problem, I am aware what i have asked and i would like to talk to your supervisor.                               

Katie      Mon, 9/9/2013 04:56:13 pm        

Sir, again, we cannot send out items. A supervisor will not override this policy.                  

Is there anything else I can assist you with?                        

I will have to terminate the chat if there is nothing else I can assist you with.                      

Collin     Mon, 9/9/2013 04:56:35 pm        

Ok may i still talk with a supervisor?                        

Miss?                   

hello?                    

 

[whatthe_fuzz]

i suggest eBay

 

i bought this one

 

i like it and it looks nice. hangon i'll get a photo.

[Youbetternot]

eBay is the Bay for you

[flimsy888]

Oh got a replacement badge? Get one off ebay. 

 

i suggest eBay

The only replacement badges i found were either for different boards and the one rog badge that matched mine was like $10, which is insane!

[whatthe_fuzz]

The only replacement badges i found were either for different boards and the one rog badge that matched mine was like $10, which is insane!

 

how does this one look? 

 

 

 

 

[solomongrundy]

If a customer wanted to talk to a supervisor, they should be able to regardless.

Exactly the reason why I don't buy Asus stuff personally. I tend to avoid it wherever possible.

[flimsy888]

how does this one look? 

 

 

 

DSC_0002_189.JPG

 

mine looks like this: http://www.techpowerup.com/reviews/ASUS/MAXIMUS_VI_HERO/images/case_badge_small.jpg

[flimsy888]

If a customer wanted to talk to a supervisor, they should be able to regardless.

Exactly the reason why I don't buy Asus stuff personally. I tend to avoid it wherever possible.

Exactly! I Love asus product and I didn't want to believe the support horror stories, but i guess there true...

[solomongrundy]

Do they have a phone number? they might be more receptive if you are talking to them on the phone.

[whatthe_fuzz]

mine looks like this: http://www.techpowerup.com/reviews/ASUS/MAXIMUS_VI_HERO/images/case_badge_small.jpg

 

here you go. $3 

http://www.modsticker.com/products/ASUS-Republic-Of-Gamers-ROG-%283D%29-Logo-Sticker.html

[Ookami]

Soo all this because your "badge" is peeling off which will with time and you want THEM to send you a new one?

They've got hundred calls in a minute - noone has a time to handle your case badge not to mention they will send it to you. They are hardware corporation not a red cross. If you opened the box and it wasnt there then maybe. Here noone is sure that you sticked it to the case the proper way etc etc.

 

Asus support aint bad it it just you calling them like old grandma calling 911 to check how they are doing...

[flimsy888]

Soo all this because your "badge" is peeling off which will with time and you want THEM to send you a new one?

They've got hundred calls in a minute - noone has a time to handle your case badge not to mention they will send it to you.

It was a small thing, I thought it would be a non issue as im kinda OCD about that stuff...

[flimsy888]

here you go. $3

http://www.modsticker.com/products/ASUS-Republic-Of-Gamers-ROG-%283D%29-Logo-Sticker.html

Thanks a lot man...this is exactly what I need...better than Asus!

[Ookami]

It was a small thing, I thought it would be a non issue as im kinda OCD about that stuff...

They have to go thru RMA's, troubleshooting and other stuff. Noone will discuss this with you as this case badge is only part of an accessories not to mention "can you send me one". If it was like a addon card to the mobo then yes they would glady help you. People like you that want them something to send to them are hundred everyday - give those people at ASUS a credit - they have to deal with assholes, idiots and people who want stuff for free.

[MeltyMoon]

I've heard of absolute nightmares with asus support. Although I've heard nightmares with customer support with pretty much everyone  :unsure:

[AMICLG]

My question is why didn't you just buy one on ebay in the first place it would cost more for Asus to ship it to you than what it cost to make 50 them.

[whatthe_fuzz]

Thanks a lot man...this is exactly what I need...better than Asus!

No problem dude glad I could help!

[Blade of Grass]

That sucks that you had a bad time with their customer support. I actually had a great time when I was troubleshooting an issues with my N66u.

 

Regardless, when a customer asks to speak to a supervisor, they should be sent. 

I've had that issue with my telco company, I was calling to see if I could get an early upgrade fee waived, and the rep said "sorry we don't do that", well, I knew they did since we just had it done, so he said "well, I'll ask floor support", when hhe came back on the line he said that floor support said the same thing.

So I asked for a supervisor.

R = rep, me = myself

R: "I'm sorry sir, but their isn't anything that they can do that I can't"

Me: OK, can I please talk to a supervisor?

R: There really isn't anything they can do for you

Me: Can I please talk to a supervisor please

R: It's really not necessary, they can't do anything I can't

Me: Look, I don't really care what you have to say, connect me to a supervisor 

 

Finally got connected to a supervisor (s) and;

S: I have no idea what they're talking about, they're wrong, we can waive the fee

[obsidian1200]

Wow, I can't believe they refused to let you speak with a supervisor. I wish I had that kind of power in my workplace.

[Blade of Grass]

@flimsy888

If that ever happens again, after they refuse once, the first thing that you should ask for is their company/rep/tech ID number. Then end the chat and start one with customer service, immediately ask for a supervisor, then file a complaint.

[flimsy888]

At this point it isn't even about the sticker, it's the whole supervisor thing that really upset me...

[mgsstar]

I have talked to Asus support before about my tablet before and it was pretty good imo. Their technical support for motherboards is very good.

[flimsy888]

@flimsy888

If that ever happens again, after they refuse once, the first thing that you should ask for is their company/rep/tech ID number. Then end the chat and start one with customer service, immediately ask for a supervisor, then file a complaint.

That is a good idea, but with the way this lady was treating me I doubt she would have gave it to me, she would have just ended the chat...

[Blade of Grass]

That is a good idea, but with the way this lady was treating me I doubt she would have gave it to me, she would have just ended the chat...

Maybe it's included in the transcripts. Hmm....

[flimsy888]

Maybe it's included in the transcripts. Hmm....

I'll look when I get home...