ASUS Australia - Horrible tech support

Worst kind of support ever experienced....

As you probably know, it's been over a week my lovely V6J has gone for LCD repairs. Today i just got a phone call from Total Solutions/BP Computers (the company ASUX outsources techsupport) telling me that my V6J is not covered by the Zero Bright Dot warranty...wtf? I had to phone ASUX Australia to convince them that the V6J is indeed covered by the ZBD warranty, then get the ASUX guy to phone the Total Solutions techie I'm so pissed off right now with their customer support that i'm considering returning the V6J for a full refund. This kind of amateurish customer support is inexcusable.

*VERY PISSED*

 

Ive called 2 times the US support for different things and honestly other than a thick accent they were great. Sorry you are having problems though. But sounds more like an outsource problem than asus themselves.

 

But Asus OZ is another story. They take your money and basically tell you go f*** yourself

 

As long as they replace the panel dont even sweat it. There was a miscomunication somewhere maybe cause its a new model or that person was just a dumb ass. But as long as the fix the problem i wouldnt sell my asus. Everything else they would know its covered its to nice of a laptop to give up.

 

I know that i may regret what i'm saying, but right now, i'd rather die with a DELL and know i can count on their tech support, than live with an ASUS and have lame tech support...x.X; I feel so pissed having to chase them (and spend $50 on phone calls) to fix my panel

 

ouch... why is it aussies get screwed over in IT so often.

 

Dell tech support is horrible. Unless its bussiness class support. You cant understand them they cant understand you. They make you go through their **** list of things to try that never work. Or rarely have to even do with your problem. the 50 bucks on phone call is alot. i guess calling a different city for you is like another country they are all so **** far away from another out there right? dont free national calling with a cell phone.

 

Their usually is only the one tech support for all of australia with most brands.

 

hang in there seb

best thing to do is make sure they eat their words, and make sure they remember you- ehem. in a good way of course. so should there be anything else next time (God forbid) you get their FULL attention.. and along with some first class service, hopefully (at least one that is respectful)

get asus australia behind u to face them

 

Well my experiance with ASUS in Australia (brisvagas) was nothing short of amazing. They replaced the m/d in one day and the notebook was back in my hands the next....my parents sent there hp in to get the notebook fan replaced and it took 8weeks!
Now I was lucky cause there is an ASUS service center in Brissy, but I must say that the computer store I got the laptop from was about as helpfull as a bag of wet socks....it took em 2weeks to actually send it to asus even though it was a 15 min drive away....by the sounds of it your also getting done by a middle man...you need to get yourself to the real asus service center!
good luck
a

 

Return it and get a W3J!

 

The thing is that they didn't have the spare part (LCD) for the V6J and had to send me to their outsourcing tech support to have it fixed. Oh well

I'm going to write ASUS Australia a *nice* letter and shove it up their arse. They messed with the wrong guy

 

go for it, written letters usually get good replies! just dont be a dick or they wont take you seriously.




insane

 

They didn't have the LCD spare part and couldn't fix it. So i got my notebook back today, only to discover that Total Solutions BUTCHERED my V6J. They scratched the lid, broke the hinge and dented the palmrest. See pics

I'm so pissed...More tomorrow...

 

It happens. Sometimes it all depends on the individual you are dealing with as well.

Some are jerks and just like being jerks while others in the same department are so nice and are there to help you out.

Just be persistent. I know it sucks, but only way sometimes. Find out who ther person was that was handling your case and file a complaint so you can filter out the jerks for other people in the future.

Cheers and goodluck,
Mike

 

Seb did you take pictures before you sent it? Because then they would get into real trouble and have to give you a full new notebook no costs for you.

Asus does suck but it happens. Happened to my current HP when I sent it off 6 times in 1 month to HP, they couldnt find the problem! And at the end had to replace the motherboard.

Stupid companies and their lame tech support. And now Im going for Sony so hell is upon me!

I strongly suggest giving them a call and complaining. If they do not agree threat them with a rampage lawsuit.

 

I would immediately complain. That is totally uncalled for and you should call them. Cant fix + damaged = new V6J.

 

Unfortunately i don't have pics of my V6J prior to the butchering

 

Oh, then it might be a bit hard. Though what you could do is say I sent it and this is the way you treat a 2000$ notebook and you know start complaining etc.

Try it and see what happens, then post in this thread

What I can suggest is find another V6J from someone your friend bestbuy, anyone on this forum or w/e. Take its pictures, loads of pictures, off all sides and angles. And then lie and say its your notebook when you prove to Asus that they scratched your laptop.

 

i can feel you seb!

i've sent in my v6j for a lcd exchange too, and got it back two weeks later. with a new screen but several damages:

• The "tab" to close the notebook was broken, somehow they managed to break off one of the plastic parts there.
• The new screen has no dead pixels, but allready a little scratch (about 2px big).
• The screen is flickering black sporadically.

...am i wrong with expecting a perfect notebook for that money?

i really want to keep my v6j, which other notebook could be as cool?! but they're pushing me towards thinking about if i bought the right one...

i sent it in for the 2nd time now and hope they can fix it, elseway i will try to get a new device.....

 

You guys might like to try a Fujitsu next time cos their service is brilliant. I'm saying this not because I own one, but because they replaced my lcd for me which i have damaged myself for free. Well I didn't actually tell them i broke it but from the damage it's pretty obvious.

I also once had an HP prior to my current laptop and I must say their tech support is rubbish. I had software problems ( I assume) right after I bought my laptop and I phoned them a week after. The tech support guy said it is only a software issue and warranty does not cover that. If you want to send it in you'll have to pay for the costs of labour as well as postage costs. I said wtf? I said to him, this is a brand new laptop and how the fxxk do you know its software issue? and he just kept on repeating their policies to me...and at the end I just hung up.

I was about to purchase an Asus A7jc, after reading this post I'll have to reconsider.

Anyways good luck Seb.

 

I am pretty sure most support form asus and any other country overseas sux. Unless ofcourse you are in a country where the brand is #1. Like asus is #1 in taian i presume.....USa gets the best service from asus hands down. its not the first time i read that their overseas offices lack any enthusiasm for helping customers

 

All I can say is Australia Asus BLASTARDS!!! Go get em Seb. Make em pay.
Tim

 

I'm really tired chasing after them. I dropped a bomb mail (complaint letter) today...

 

Cant you go in to the depot? I think Melbourne has an Asus tech depot where you can bring in your notebooks.

 

Something at least...

I'll keep you informed

 

Careful how you phrase that my man.

Seriously though, you should go after the direct group that did that - whether Asus, or another party (authorized service center...etc). That's Better Business Bureau or equivalent material.

Edit: Just saw above. Brilliant.

 

awww, now i got a head ache and i'm a week behind the V6J review. Sorry guys

Anyway here's the complaint letter...i rubbed out the personal details

 

yeaaayyyyyy

haha im actually relieved myself
just a while
n dun fret bout the rev
at ur own time

 

Oh **** I didn't notice the post before mine about it being damaged after being in the repair shop.

FREAKIN' BASTARDOS~!!!!!!!!! I swear some people have no respect for others' property. I noticed this in other repair shops. They have people's stuff laid out on a table with no sheets or anything to protect the computers and parts from damage.

My laptop came back after a screen replacement with a couple scratches, which I'm am going to tell them about once I get my unit back in because of a creaking issue and the soundcard is messed up because it doesn't stop playing sound from the speakers even after inserting headphones into the headphone jack.

Man that pisses me off, those freakin' jerks who don't know jack about computers and how to care for them getting jobs like that.

I'm sure they KNOW about it being scratched, but just hope you won't notice or just hope that the person won't say anything.

Cheers,
Mike

 

Just got a phone call from the BP Computers Manager. He was very nice, a contrast to Total Solutions customer support. He'll arrange for a replacement notebook to be sent to me...phew...now i have to work on that headache

 

Well, at least you're getting a whole new unit - that's great news.

Best of luck with your new machine, Seb!

 

Well, i had to take out the BIG guns for that
See, it helps to be an NBR member

 

IM sorry you had to go through all that. But honestly that was a very prompt reply from asus and for them to give you a new notebook with little trouble is awsome. i think that says alot for asus themselves. although outsourcing support is never a good thing. Every time i work on people stuff which unfortunatly is often it sucks when people know you are the tech guy. But I treat everything as if it were my own. People pay good money for their items.

 

SWEET~! Congrats to you~!

I hope they can do something like that for me over here in Canada.

Cheers,
Mike

 

But most techies are not like you SDR. They don't give a **** about your things
Outsourcing support is the quickest way to alienate your customers as the outsourced companies never really care about customer satisfaction. Imagine the next time you call ASUS tech support, you end up speaking to someone say from India, and you have to figure out what the heck the poor guy is trying to tell you...

Scary. Very Scary

 

Try to figure out who the Manager is and send him a mail bomb cc to the notebook manufacturer
Response guaranteed within 2 days

 

That sounds just like Dell to me...didnt you say u would rather a dell???? At least with the ASUS you have the option of complaining and something gets done about it in a fairly short space of time...remember that some of the other big boys can take 1-2months just to get a response to you about how your repairs are going.
Anyways good luck with the new lappie
a

 

Oh yeah if you're happy with your screen and don't want to risk getting a dug, ask them to put your current screen on the new unit and just put a new lid on it because of the scratches.

Cheers,
mike

 

Underpantman, i also said that i would regret saying i'd rather own a DELL instead of an ASUS

 

Hey, congrats on getting a new unit, Seb.

I hope this one will work out for you.

Do you think ASUS Oz will honor the ZBD policy on your replacement? It would stink if you get a new notebook only to find that it has the same problem as your previous one (before the extra ones imparted by the repair wankers ). My experience here in the States has been that if a company fulfills a warranty guarantee and gives a replacement unit they generally don't guarantee the replacement, but I understand that each company is different.

 

Asus would honor it because its a new laptop why wouldnt they. My cousin have some issues with dell. She emailed the CEO directly after months or problems and got a responce and everything taken care of within 3 hours.

 

Perhaps what I should have said is that if a company fixes a unit, and that unit still has some time remaining in the warranty period when it gets back to you, it behooves you to check and see if it is still under warranty. I've been screwed a few times before, so I'm paranoid, I guess.

SRD, I agree, a whole new unit should still be under warranty. In fact, I would propose that the clock "starts over" with the receipt of the new unit.

 

Well, if they don't warranty the replacement, i'll make a bigger scandal. This time, it will definitely involve ASUS Head Office in Taiwan

 

I just hope this situation causes Asus to re-evaluate their contract with Total Solutions. Given the tone of the Asus rep. you talked to I wouldn't think they'd like to do business with a company that doesn't echo their ideas of customer service. Hope the new computer serves you well. Looking forward to your review.

 

I just got an email from ASUS Customer Service Center, China. They have forwarded my case to ASUS Taiwan and hopefully they will kick some asses in OZ
Boys, lets clean up the ASUS lounge. We will have some important guests soon

 

The new unit is covered but the warranty does not reset. It just continues from the date of purchase of the original unit.

 

SEB! you're famouss!!! autograph!!

 

I just had a phone call from ASUS Australia, saying that they are not taking responsibility for the damage done to my notebook by their outsourcing tech support. They won't replace my notebook, but they will repair the damages.

Now, i think that they are legally liable/accountable for the damage done to my notebook since it is their tech support which sent me to BP Computers/Total Solutions to fix my lcd. Am i right in asking for a replacement unit, not a repair?

What would you do in my situation? Will you sue ASUS or will you settle for repair?

I really need legal advice on this case. If i sue, what are my chances of winning? How much should i ask for compensation (moral damage + emotional damage + refund)?

 

Wow, that blows....after all that talk about replacing your notebook they backed out? Try to find a lawyer that gives you a free consultation. I don't know about the law over there, but depending on your job, you should also get money for wasted time.