ASUS

Reviews 4

TH

Thomas Haines

If you want a computer that has a company that is there in the event there is a problem, then this is NOT the computer company for you. If you are fortunate to get a computer that has no issues, then you may be ok. If you need to send it in for repair under the warranty, than you are made the wrong purchase. Ever since I owned the laptop, my keyboard malfunctioned. I delayed sending it in because I need the laptop, but I eventually had no choice. This was the worse experience I have ever had with any company. First, they tell you they will pay for the shipping back. I thought great right, no. First I had to purchase the material needed to make sure it arrived safely. They did not send a box for it which has never been my experience with any other company. They only did ground shipping. I sent it on November 19th. It took FedEx 10 days to get it to them. It was confirmed received on November 29th. They assured me that there is a three day turned around once received. I thought great right, no. Even though it was received on the 29th, they did not key it into their system until December 2nd. They said the 3 days started once it was keyed in to their system. I called on the 12th, yes almost 4 weeks after I sent it. They said they were waiting on a keyboard that they had to order. I could have gotten the keyboard to them in 2 days without paying for shipping, but yet there it sits. In addition, the company gives NO updates. They do not give you say status updates. The only way I could find out what is happening was to call them. It is not the 29th of December, and I still do not have my laptop (now 6 weeks since I sent it to them). I finally had to go a purchase another laptop because I absolutely needed a laptop for work. If you depend on your laptop or computer, DO NOT BUY FROM THIS COMPANY!!! Buy from a company that you know will have your back in case the computer malfunctions.

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IG

Igor I

If I would be able to give company negative stars I would. To start with about three weeks ago I called because my wonderful ASUS machine had a corrupt file. So I called in customer service and this guy, obviously an I guy who probably just has a bunch of scripts, went through the steps that anyone could do, basically what windows 10 provides you. However, that didnt resolve the problem because I had issue with one of the system files being corrupted. The simple fix would have been to send me a re-install disc but after calling in and explaining that one of files is corrupted the guy tells me he cant send out the disc but I should sent in the computer and to repair it would cost about about $60.00 to $120.00 not including shipping and handling of the machine, because after a year these ASUS machines begin to fail. I told him no way, so I ordered a windows 10 CD to reinstall. Omg, if you dont have the skills to b able to make the CD drive open its even worse. My secondary issue is that the NIC cards seems to be slowing down because after a year the computer just starts failing. I just spoke to one of the tech guys and he told me that I can send it in for free diagnosis, lmfao, and they will tell me how much it will cost to repair it. So basically the the product is of such poor quality they make a majority of their money on IT support for a low grade poor product. If through this review I can have just one person stay away from this horrible company then I would have saved you a major headache. I spent 1100.00 on a fail product. Warning, stay away from ASUS, their customer support is just a masquerade to sell you service. This company is a scam.

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JA

James C

Afternoon, At 2:03 PM PST I called ASUS for a video card issue. Troubleshooting was completed and an agent of the customer product service line informed me that "at this time" they were unable to complete and "RMA". He informed me that "normally we process advanced RMAs which send the product out to you first, but my system wont let me today". He than asked me to call back in another day for the RMA. At this point I requested a supervisor and was on hold for 38 minutes before someone cam onto the line. By this time I have been on the phone for over an hour. Jaovane came onto the line and identified himself has a supervisor. Jaovane told me over the duration of an hour conversation that per the policy of the ASUS warranty he was unable and unwilling to process an "advanced RMA", which was the expectation of the previous agent that I had initially spoken to. At the 2 hour mark of the call Jaovane informed me that he would than transfer me to a supervisor. The manager of Jaovane, Oraim, came on the line 6 minutes later. He informed me that the first rep I spoke to was Richard. He than informed me that he would not honor the expectation set forth by Richard. He informed me that there was not possible way at all to complete the "advanced RMA", ever. Oraim Told me that they would only pull the call to provide feedback. During this call Oraim expressed to me that he works for Xerox in Jamaica. Im writing this to ask you, what are you as Asus going to do to rectify this situation? Please contact me as soon as possible at. My case number for the interaction I had is N160563316. Thank you.

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MA

Mark Of Prestige

Worst RMA service I have ever had. I had a motherboard go out on me while still within the warranty period. I tried to use their online RMA service to get authorization to return the item for repair, but it says that it does not recognize the serial number. OK, I thought maybe it was a software problem so I called customer service via phone. After waiting about an hour, I finally spoke with a representative. She said that she needs the serial number in order to help me any further. I literally read her ever number that was on the board, all of which she said "Nope that isnt it." The board clearly has the Asus logo and model number right on the board, so I know it is their board. Next, I told her fine, Ill send pictures of all the barcodes and numbers to an email. 3 days later I get the response "What is your case/RMA number? I cant help you without one." I had explained in my email (with the pictures) that "I dont have an RMA # because I can not locate the serial number, but please look at the pictures and assign me an RMA." They wrote back again saying that their system can not pull up info on my motherboard, but could I please send them the serial number? I sent 5 pictures showing the board from every angle, can they not see that it is their board? I told them to issue me an RMA number, that Ill ship the board to them, and they can have one of their techs find the serial once they have it. No response just yet. What a run around...wont be buying Asus products again

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