Asus support?

I'm really interested in getting an asus w3j, but at this point my only concern is support. If i get the w3j should i be expecting to fix my own problems? I've never dealt with asus before and i was wondering if you guys could give me some stories/examples of when asus pulled through for you or left you swimming in the middle of the ocean w/o a life vest.... oh yeah, and is there anyway i can extend the warranty past one year?

 

As far as I know, ASUS N.A.'s support is good, not the best, but far from the worst.

If you are in the UK, I've heard some negative comments, and not alot of positive comments, but still, only negative comments tend to show up in such forums, rarely ever positives(no need to complain, so they don't come!)

 

YOu can buy a warranty extension when you buy the computer. I bought one for my V6j. If you have any problems, the warranty will pay for itself. If you buy it and don't have problems, as far as I can tell, you paid to not have problems.

 

Asus support in NA is very good. not as good as bussiness class support but its very good.

 

My only problem with Asus' support is that they virtually abandon their notebooks after 6 months, in regards to driver/bios updates... unless something huge pops up.

Case in point, the previous generation W3's. Those poor things haven't seen any attention in regards to driver/utility updates in quite some time.

 

most drivers stop at a certain point. You can only optimise things so far. if it isnt broke dont fix it.

 

Yes, i am aware of that. However, I believe if the manufacturer of a piece of hardware deems it necessary to release a never version of a driver, the ODM should be on the ball and relay those updates via their support site.

The question was about support, and I believe that continued support is an important aspect where Asus misses the mark.

But, to each his own.

 

I get better and faster answers here on NBF than from Asus.

 

this is a bussy forum of course you are going to get a fast responce. asus support is still better than most consumer support so im happy with them.

 

My experience from this week was good. The person on the phone expressed his disagreement with my statements, but said that if I did want my battery replaced, they would be more than happy to do it. No other company I have dealt with has come close.

 

Dont call them for software related issues in particular user error and you will find that their support for hardware related isssue is second to none. most repairs done under 3 business days even very aging laptops, shipped overnight back and the reps are easy to reach unless u hit peak traffic. Buy from a reputable dealer who says "we are your first point of contact". Cant go wrong

 

Thank you for making my point.

 

I posted an email to Asus support nearly a week ago regarding my new W7j.

Went through the correct channels. No reply, nada, zip ! This forum and a few others seem to be the best way to go. Sad that Asus by neglecting their customers is hurting their ability to be a leader. Just think what they could do if they developed a tech support system that rivaled the quality of their notebooks.

 

actually their tech support is better than sony, dell, hp, compaq, acer, only the other brands bussiness class support is better. but since ive dealt with everyone as far as home support goes asus is above the rest. only prob is they have a small US market so im sure their tech staff isnt as large as the other companys.

 

I don't agree with that... I think that Dell's support is much better. However the waiting with ASUS in Canada is pretty short. It might be due the lower popularity. In terms of clarity....their English is soso to not comprehensible. I have to admit that if you got any problem, Hardware wise...they are pretty fast.

 

the biggest weakness (in my opinion) of ASUS is their customer support. Yes, it's nice to have a global 2 year warranty, but what does it really mean when their support is horrible? This is where conventional brands like Sony, Fujitsu, Dell, HP, etc. have the most advantage.

BTW, I choose ASUS because of it's reliability.... because they use their own motherboards in their notebooks and that is arguably the most expensive part to break down. I hope I don't need support.

 

Business support which you pay up the ying yang for yes! Home support NO. If you consider talking to ahab from india good support? If you want asus to help you call them not email them. If you get someone who cant help you ask for another rep.

 

Here was my experience with ASUS support, take it as you will.

It's to my advantage that I live about an hour from their US headquarters and can just drive there. My screen on my shiny new A8Jm went to hell and refused to display a picture (I posted a thread about this just yesterday).

I called them this morning, got a case number (no RMA number yet). Took the notebook in this afternoon and they brought it in at about 1pm. I had to push a little, but they did take it in. At 5:30pm, the panel was completely replaced, and they were VERY thorough. Communication was good, very personal, and they even included a brush for dusting the screen and case.

Taking into account that I had the fortune of being in the area, you still can't beat a four and a half hour turnaround time. And when you consider this place is basically their center, you have to wonder just how low their failure rate is.

 

Hi, Pulp,

Good to hear you went through smoothly, so it was bad panel, not loose connection?

Are you the one talked on cell phone around noon time at the side of the building? I went there too at that time

.

 

I will post here shortly... some of you may know I'm having troubles with my W3J.... I will call ASUS tomorrow and see how good their NA service is....

 

Wasn't me, I didn't get there until around 1.

They said it was a bad panel. I honestly don't care what EXACTLY it was, as long as the notebook works and continues to work properly. I came home, tested it, did the same thing that started my woes last time, and it works fine. Switches between external and internal screens alarmingly smoothly.

I think you might've been right, they were able to handle my machine really quickly.

 

Okay, this morning, I called N.A. ASUS... with a rather mediocre result. I got put on hold for maybe 10 min listening to ASUS advertisement instead of music while I was on hold... anyways, when I did finally reach an operator... surprise surprise, the call center is forwarded to india.

Well, at least his accent isn't too bad.... I'm not sure if he collected my information correctly (when reciting my name, he constantly mistaken "n" for "m".... When I asked him for his name, he replied with "John" which I personally find a suspicous name for a person in india.... when I asked for his last name (so that he'll be accountable for his actions or mistakes) he replied with "How may I help you" in a bad tone.....

After collecting my information, he says ASUS will send me an e-mail instructing what I should do.... and that It'll take a day for them to send me the e-mail

Anyways... that's my first experience with ASUS notebook customer service... I gotta admit, I'm not too impressed and have a bad feeling about dealing with them again.... hopefully it will remain relatively painless....


Note: Yes, I'm documenting my experience with ASUS so that others may know about the experience of ASUS customer service.... and yes, I'm trying to be as objective and unbiased as possible.

 

India? Never! Its all based out in fremont. John is their less then enthusiastic help desk with a thick accent. There are other to speak to.

 

sorry, I didn't know the exact location... wrong of me to assume, just couldn't pin that accent...


I think less then enthusiastic is kind of an understatement... but good to know I'm not the only one

Edit: How could I speak to another person? It seems that every time I called ASUS (twice) I reach "John".... any idea what his last name is? Usually, when you deal with customer service you get their full name...

Edit (again): I have not voted yet... just wanted to let you guys know that I won't rate ASUS customer service until my ordeal with them is over.

 

No you are not alone there are a few guys there that do speak english. Most of them handle escalated support. I really dont know why they put him on the fron lines. They really should use their seniors there. I think the trick is not to ask him questions. Just submit your rma and rest assured it will be handled very promptly. If i said the attention to detail is second to none i would be lying but there are people who will listen to yoru complaints and take care of it the second time if god forbit the first time did not resolve the issue.

 

What? He kept calling you qwesterbammed me? Sounds kinky...

 

Asus never sends calls to india. Some of their people do have thick accents though. But they do understand you fine. Its understanding them that can be tricky. but they handle the calls fine and take care of what you need to be done.

 

UPDATE TIME!

Okay, I just sent my notebook through Canada Post Xpresspost to ASUS. It should reach them by monday (2 business days)

Using the tracking number, I'll keep you guys on ASUS' service by seeing how long after I sent them my notebook till I get it back.


Note: I hope this is helpful to those wondering ASUS' customer support service.

 

yes, i'm on the edge of my seat

 

I sent my laptop to N.A. ASUS service center today because of a bad keyboard. I sent it 2nd day air UPS. I'll keep you updated on how it goes. =D

 

Okay, my W3J has just reached ASUS today.

Unfortunaly, ASUS does not have RMA tracking, thus I can only tell you when I get it back....



So exciting...... ASUS customer service reputation on the line!!!


the countdown begins!!!

PS: I hope I get it back the day after tomorrow!!!

 

What happens if my W3J breaks down after the warranty expires? Do they offer out of warranty service like Dell?

 

Grow up! Seriously. Whats your deal. Act like an adult. Youre not dealing with a corner mom and pop store. The way you are acting is making people weary for not good reason. Asus support can be as bad and as good as the next manufacturer. I can only gurantee that they do stand by their promise and their product. There is really no need to be so paranoyd. What do you think is going to happen to your laptop?

 

Why would it make people weary?

this is just like a weblog of my experience? I perosnally found little information regardeding ASUS customer service... so I just wanted to keep a detailed log of my experience with them.

Further, if you look at the poll results, it's not exactly going to reassure anyone.... which is why I hope my detailed experience can help some people wondering about their service.

Thankfully, maybe the following will help.

My W3J got delievered to ASUS at around noon... and amazingly, today at 7:41 AM ASUS already SHIPPED IT OUT!!! This means, less then a DAY they've either fixed it or just shipped out a new W3J.

And ASUS used Fedex Priority which I believe is next day...

Wow, that was amazingly fast!!

PS: I believe it will indeed be here tomorrow. If everything is as expected when arrived, then I gotta give the service second to none.

 

That or they found nothing wrong and returned it without contacting you. been known to happen. I was simply saying that instead of cloging up the thread you could have just posted your experience as a whole conclusion instead of making it seem like you are very anxious. A scientific approach works best always

 

Are you seriously going so low as to doubt my ablitites to what's wrong with my W3J? If you looked in my previous posts you would know that I can't even boot up my system due to artifacting.... or is that nothing wrong in your books?

Hmm, let's see. By posting here, we've wasted another 4 posts, and oh my gosh, we're clogging up the threads!!!. Please, the server addresses threads all the time. Maybe I do seem anxious, do I not have the right to be? I bought my machine about 2+ weeks ago, and yet, I've only used it for 2 days before it broke, do I not have a right to be anxous about recieving my laptop? I see tons of threads where people say "I'll be recieving my W3J tonight" they are also anxious just like me.... and I don't see the mods banning them., but at least my posts are informative.


And now you're saying I'm not taking a scientific approach? You are aware that the hypthesis, materials, abstract, method, data collection are ALL written before data analysis and conclusion right?

Just take this as methods and data collection in labs (as an analogy). I now feel like what every ASUS owner would feel if they had to RMA.

Somehow, I feel by documenting my experiences, it lets people know what to expect when they have to RMA much better then:

"A++++++++++ transaction was fast and as promised"


PS: Your point about ASUS not being a mom and pop shop is complete bull. Sure, we know that say AOL or Dell, or MSI are all big companies... but some people pay extra for good customer service as well and this may be an deciding factor.

 

I said no such thing and i did not make any assumptions as to your ability. Relax and please dont assume. There was no reading between the lines. What i said is exactly as it appears. No need to pick appart every word. I dont know who you are or what your situation is. I dont assume you knopw or dont know i only state what i know. I know that if they repaired it the same day, there was either no hardware defects, or its the dead season, or they have stepped up their turn around. I would not know as we dont send any rma their way. The last time i had to send a laptop for repairs to asus was years ago. We send parts only and turn around is usually a few days unless it is advanced replacement which means they send us the parts first which is not always easy to approve.

 

...attitude problems Eddie? If you don't like the post then

1. don't reply
2. private message gwesterbanned me telling him/her to stop

Otherwise, your reputation is on the line. You know that your reputation is more valuable than gwesterbanned me's in this forum. For the sake of your business, don't make posts like that again.

 

Yeah ok i ll think about it. For the sake of my busoness i know that my reputation does not reflect the business rep. Those who feel otherwise can go wherever they please. I am not here to pitch you or anyone else into a sale. Keep that in mind and also heed your own advice in particular #2. Think of me as a person with a day job not the day job of a person. ok?

 

Wow, this thread has that Daddy hit Mommy at the dinner table feeling to it. Anyways, back to my question that never got answered. What happens if my W3J breaks after the warranty expires? Do they send parts or can you send it in to them? Whats the average price for repair? THANKS

 

Motherboards = 250-350
Screen= 450-600
Chassis=50-100
cpu, hdd, optical or ram can be replaced by user after warranty. Yes asus does offfer after warranty repairs for a few years

 

Thanks Eddie!!!

 

Conclusion.

I recieved my W3J back yesterday, and as I hypothesized, it problem was with the W3J graphics card.

First, I'll talk about the good

I must admit, the turn over is very fast as ASUS replaced the card and ship it back to me in less then a day.

It arrived through Fedex overnight priority in a 7lb fedex branded "large" box "designed for 8.5 x 11 stacks".

inside was also a small souviner(spelling?). A small brush.

The not so good parts...

I took out the DVD rom bay before I sent my W3J back to ASUS, knowing that they have more DVD drives there and not wanting to damage my delicate DVD drive.... When my W3J cam back, i removed the travellers bay and at the last part of removing it got extremely difficult.

Stupidly, I tried to insert my DVD drive back and again, it became very hard to remove/insert. At that point, I knew something was wrong. I took a screwdriver and removed all the screws near the drive compartment...and guess what I found.


One of the screws were EXTRA LONG... so long that it extended into the DVD drive bay area, thus causing the difficulty in removing and inserting the DVD drive. I had to spend 30 min slowly grinding down the screw so that my DVD drive would slide in smoothly. (I had to slowly as I wasn't sure if the screw was supposed to be extra long... so I would just grind the part that extended too far into the DVD bay) after washing the tiny screw I then fixed that problem.

But, what if that screw was over some other essential componet? This really annoys me that the attention to detail was so low. Not only that, but the screw has caused a significant scratch on the bottom of my DVD rom drive.


Now, I'm afraid I might have to again send my W3J back as every time I do anything graphics intensive, my W3J freezes!! It seems like the trouble this notebook has caused me is beginning to become rediculous.

I gave ASUS "can fix most problem". But if I have to send my W3J back to ASUS then I'll be just furious. I mean, I haven't even used this notebook for 5 days and it's already been into service once, and may need to do so again!!!


PS: as always, I ALWAYS make sure to leave a gap (~1cm) between the bottom of my W3J and any hard surface so that it can breath.