Asus Customer Service

User Reviews, Ratings and Comments

Asus customer service is ranked #174 out of the 628 companies that have a CustomerServiceScoreboard.com rating with an overall score of 46.65 out of a possible 200 based upon 1010 ratings. This score rates Asus customer service and customer support as Disappointing.

NEGATIVE Comments

858 Negative Comments out of 1,010 Total Comments is 84.95%.

POSITIVE Comments

152 Positive Comments out of 1,010 Total Comments is 15.05%.

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Nexus 7 purchased jan 2013. Would not wake up at all on 21/4. Done a weeks worth of slow and fast charging, hacks on reboot etc no result. ASUS contacted and RMA sent. HAnded in to UPS on 26/4 - on RMA tracker noticed as "arrived" on 7/5. What was it doing those 11 days? Now been in "repair" for a week. What are they doing with it? Is this the first ever Nexus 7 that has broken down? On USA websites lots of poeple telling me how fast repair is by ASUS in the USA. Are we second class customers in Europe? Getting well annoyed

Shah-Of-Blah 5/15/13 12:37PM

Official company reply

Dear Valued Customer,

My Apologies that you have not yet recieved any notification in regards to your tablet. You can email me at cl-jolene@asus.com, and I would be more than happy to help assist you.Please also include your RMA number in the email as well.

ASUS strives to meet and exceeds our customer expectations within our warranty policy.

Regards,

Jolene

ASUS-USA 5/15/13 3:10PM
The Vivotab LTE that I bought in November of 2012 is still in RMA (four time!) and they don't want to help me in any way. All they are good at is apologizing. Everyone readily comes out with a sorry but no resolution for the problem. They "repaired my tablet" three times but it had the same issue the very next day I received it back. On the fourth RMA, they offer me another refurbished unit, but can't extend my warranty?? Would you deal with a company that doesn't have confidence in its own product? I won't. BTW, their reps don't even know their products - one guy kept trying to convince me that the LTE modem is called Wi-Fi!!

Raj 5/15/13 11:17AM

Official company reply

Dear Valued Customer,

I'm sorry to hear that you are not satisfied with the customer service you have received, being that you are on your 4th RMA. You can email me at cl-jolene@asus.com, and I would be more than happy to help assist you.Please also include your RMA number in the email as well.

ASUS strives to meet and exceeds our customer expectations within our warranty policy.

Regards,

Jolene
ASUS Customer Loyalty USA

ASUS-USA 5/15/13 2:59PM
I am highly disappointed in ASUS.
I purchased an UX31 just over a year ago. Its a nice and well build laptop but shortly after purchase the screen started to make problems and I had it returned to ASUS. They fixed the problem and I was relatively pleased with the way customer service worked.

However, recently I encountered problems again and after a lot of sleepless nights it turned out that this time the RAM seemed to be faulty. Problem was, that at this time I was travelling and was only back now - a couple of days after the warranty expired. I contacted ASUS and they are unwilling to repair within warranty terms.

When I buy an expensive piece of tech I would expect the manufacture to be at least a little bit flexible if his product is faulty, in particular if its two major defects with less than 13 month of use. Highly disappointing service!!!

Disappointed Customer 5/14/13 7:05AM

Official company reply

Official company reply
Dear Valued Customer,

I'am sorry to hear that you are not satisfied with the customer service you have received. You can email me at cl-jolene@asus.com, and I would be more than happy to help assit you.

ASUS strives to meet and exceeds our customer expectations within our warranty policy.

Regards,

Jolene
ASUS Customer Loyalty USA

ASUS-USA 5/14/13 4:08PM
Bought a Transformer Prime, Nexus 7, and wireless router. Will never buy anything from Asus again. Sent both tablets in to be repaired and received them with the same, if not more problems. Customer service will take no responsibility for it and just keeps telling me to send them in. They don't replace or fix anything.

Lainemac 5/10/13 2:49PM

Official company reply

Dear Valued Customer,

I'm sorry to hear that your unit has not been repaired correctly from the repiar center the last time you sent it in. You can email me at cl-jolene@asus.com, and I would be more than happy help assit you.

ASUS strives to meet and exceeds our customer expectations within our warranty policy.

Regards,

Jolene
ASUS Customer Loyalty USA

ASUS-USA 5/14/13 4:06PM
Worst warranty service ever. Bought a tablet from WalMart. Worked great for 3 months. This unit has been returned twice for 2 reasons: won't charge past 16% or won't turn on. It keeps coming back in the same condition. This is over the last 2 months. Now they want me to return it to see if there's a problem with the charger. I guess they didn't bother to check that the first or second time around. I'm fed up, the kid's are fed up. I will not buy anything with an Asus warranty again.

terri 5/9/13 10:39AM

Official company reply

Dear Valued Customer,

I'm sorry to hear that your unit has not been repaired correctly from the repiar center the past two times you have sent it in. You can email me at cl-jolene@asus.com, and I would be more than happy help assit you.

ASUS strives to meet and exceeds our customer expectations within our warranty policy.

Regards,

Jolene
ASUS Customer Loyalty USA

ASUS-USA 5/14/13 4:05PM
I bought an Asus product at BestBuy. On the outside of the box, in full display was sticker advertising Asus' Accidental Damage Protection.
Feeling really smart to buy an Asus, picked up the computer, passed on the Best Buy extended warranty and took it home.

Sure enough, my child spilled water on the computer.

Called a service rep. Very polite, spent an hour with me as I (and this is very important) scanned and uploaded my receipt from Best Buy, and he walked me through registering my computer for the ADP program.

The spill came clean (thanks to putting the machine immediately in a pan with rice.) Called the service rep. Everything came clean, I told him. Well keep it open, he said, you never know.

Sure enough, another child dropped it from the couch. (You see why the ADP was so important to me, I have 3 kids.) Sent the laptop in with a note explaining Original RMA, what had happened since. Please call me if there is any issue.

Three days later, I receive an email from Asus rep indicating that machines from BestBuy do not come with ADP.

Wow, so you put a sticker on the machine indicating it is covered, but on your website (in the "FAQ" section no less, indicating that BestBuy bought machines are not covered.)

Moreover, you hold my machine for three days until you discover this.

More, moreover, you do not disclose this on my initial phone call, even though I sent in a receipt clearly marked "BestBuy."

Then they offer me a discount if I can send in a scan of the box with the ADP sticker and the Serial number. Well, I sent it in a FedEx carton, so I guess I don't have the box.

Worst yet, rather than writing me a nice letter saying "Sorry, there has been some confusion on our part and we are unable to honor..." it has been a series of emails mostly accusing me of Fraud.

Oh the Irony.

ThatIsScary 5/7/13 2:45PM

Official company reply

Dear Valued Customer,

My apologies for all the inconvenience you have had during your RMA process. Please feel free to email me at cl-jolene@asus.com, and I would be more than happy to help assist you from here on out.

ASUS strives to meet and exceeds our customer expectations within our warranty policy.

Regards,

Jolene
ASUS Customer Loyalty USA

ASUS-USA 5/14/13 4:00PM
I dropped my Nexus 7 that was in a case by about 2 feet. When i called Asus they wanted £150 to repair the screen. I find this unbelievable as you can buy a brand new one for £159.

When i called Customer Service they said it is what it is. Will never buy anoth asus product again.

Iffy 5/7/13 8:30AM

Official company reply

Dear Valued Customer,

My apologies that the cost of the repair was to high. If you wish to discuss your experience
you can email me at cl-jolene@asus.com

ASUS strives to meet and exceeds our customer expectations within our warranty policy.

Regards,

Jolene
ASUS Customer Loyalty USA

ASUS-USA 5/14/13 3:56PM
I bought a tablet (not selectable above), the vivo smart tab with windows 8 pro. Touchscreen stopped working after a week. Called cust service, told to buy keyboard. Bought keyboard called customer service back, they had me reset it (deleting all my files at the time), touchscreen still didn't work. I got an email saying to mail it in, I followed instructions and mailed it in. UPS tracking # XXXXXXXXXXXXX says you got it tues April 30, online status was not received as of Wed. May 1. I called customer service, told may things like "so many repairs come back in they don't have time to enter them in for a few days" (which tells me the products aren't good if that many need repair). I called customer service back Friday May 3 asked for supervisor. Robert C told me he showed they did receive it and would check status and call me on sat May 4. Never called me. I called customer service mon May 6, "kreaten" told me he couldn't connect me to a specific supervisor when I asked for Robert C. He said a supervisor would call me in a few hours. No one called. I called customer service again, "arsinia" connected me through to supervisor "Alwayne" who promised me he'd call the service center and call me back with the status by the end of the day. He never called me. I called customer service on Tuesday May 7, "Adrian" said no supervisors were in before 8am and he'd have one call me right at 8am. No one called. I called customer service again on tuesday may 7, "hakeem" connected me with a supervisor, it was Robert C. I asked why he never called me and he just apologized once and said he could launch an investigation, which he said the previous friday. He said it would take 24-48 business hours to get a reply. I told him since he did that on Friday and it was now Tuesday, that WAS 48 business hours. He apologized and said he'd call the service center, this time telling me I'd have to call him back and admitting he had no direct line, no e-mail address, and there was no way to be transferred to him, I'd have to call in, give all my info again, tell the whole story again, and get tranferred to the queue, hoping to get Robert C (if I don't get him, I'll have to keep calling back until I do???). This is unacceptable. This is the worst customer service experience ever. I just want to know when you will fix your faulty product, you have had it longer than I have and your online status system says my RMA doesn't exist anymore. I want the tablet I paid over $500 for to work so I can sell it and never, ever buy one of your products ever again because if anything goes wrong with it I'll never get any answers or any kind of service. This is a flat-out terrible way to treat your customers, the customer is the reason you have a job and a company and to treat them this poorly doesn't bode well for your company's future.

morbius2k10 5/7/13 7:40AM

Official company reply

Dear Valued Customer,

I have replied to your email and they are expediting your repair.

You can email me at cl-jeffrey@asus.com

ASUS strives to meet and exceeds our customer expectations within our warranty policy.

Regards,

Jeffrey
ASUS Customer Loyalty USA
ASUS-USA 5/7/13 2:39PM
I purchased an Asus ME400C. It was delivered on March 20. On April 24, 2013 I noticed the left side of the touchscreen was non-responsive and called Asus Customer support. I was told it was a hardware issue and must be sent in for repair. I was issued an RMA number and given instructions to return for warranty repair. I took it to a UPS store for packaging and shipment. I mention this because the UPS technician inspected the unit prior to packaging an noted no damage. I then had it insured for the shipment.

I use this computer for work so I was anxious to get it repaired ASAP. I monitored it via UPS.com and it arrived at the Asus facility about 11:30 on Tuesday morning April 30. Then I went to the Asus website to monitor the progress of the repair. The status changed from product received to Waiting on Thursday, May 2. On Friday May 3rd Status was changed to Product repair is in progress.-[WF4] Wait for Customer Confirmation-Customer Induced Damage \Out-Of-Warranty. At this point I became alarmed and call in to the CS Department. The first technician "Mark" asked if he could put me on hold, then hung up on me. I called back and asked this CS tech not to hang up. She read the same message I had read online but was unable to tell me why. She explained that I would get an e-mail explaining but I have yet to receive this. She was unable to get the information I needed so I asked for a supervisor. After a long wait Cecelia come on and I explained the problem. She too was unable to get the information. I have 2 issues: (1) I shipped the unit in perfect condition. I cannot understand why it could be Customer induced damage. (2)I cannot understand why the CS Rep cannot tell me the reason when I call.

dhutcher 5/4/13 10:34AM
I brought asus laptop on aug 2012
by April the screen went blank
I thought I have warranty so I send the laptop to asus service centre where they denied my claim saying that the laptop screen went blank due to physical damage
and they charged me $185
my experience with asus even if u have warrenty they say something to avoid our claims don't by this product

vijay 5/2/13 12:37PM
This company has sold me a computer that has eaten all of my life and now wants me to pay to get it back.
They claim to have put windows on my computer, BS, and they won't replace it, they claim to have put it on my last computer, BS.
The companies that work for them have the same ethic's, take all, give nothing. Because of this companies faulty equipment I have lost all of my information, no one is willing to get it back for me, unless I PAY big time.
Go figure, you pay for extended warranty and get nothing for it, isn't always the way, screwed from all angle's

Anonymous 4/30/13 12:21AM

Official company reply

Dear Valued Customer,

Sorry to hear that you fee that you are being cheated by ASUS. Can you please provide me with model number, serial number, and RMA number to see if I can do anything to help.

You can email me at cl-jeffrey@asus.com

ASUS strives to meet and exceeds our customer expectations within our warranty policy.

Regards,

Jeffrey
ASUS Customer Loyalty USA
ASUS-USA 5/1/13 12:22PM
Asus after sales service is not reliable at all. I already have two very bad experience on separate occasion, one with Padfone another one on Laptop both return with additional scratchers . As usual they denial and using same excuse �the repair does not touch that portion� and �is cosmetic not under warranty� (worse the same guys ) until I show him the take photo taken before I send for service and they only suggest I go to their web site to feedback , till date already 3weeks no responds.

KEE 4/29/13 12:11AM

Official company reply

Dear Valued Customer,

Sorry to hear that you received scratches on your item coming back from our repair facility.

Please provide me with the photo's before sending in along with your RMA number and serial number.

I will look into your case to see what was repaired.

You can email me at cl-jeffrey@asus.com

ASUS strives to meet and exceeds our customer expectations within our warranty policy.

Regards,

Jeffrey
ASUS Customer Loyalty USA
ASUS-USA 4/29/13 12:45PM
Sent computer in for repair 4 month ago, they said needed motherboard.(replaced)
Now it opens to ASUS screen nothing else, they said return for repair, took almost three weeks and several calls to get an response as to what's wrong with it, said needed motherboard? $160,OK repairs as it was past 90days of course. Got it back today DOSN'T WORK,opens up to select operating method that's as far as it goes,
called ASUS said to return for repair?????????

Bosshoss 4/26/13 3:54PM

Official company reply

Dear Valued Customer,

Sorry to hear that you have to send it in again to have it repaired.

Can you please provide me with your RMA number and tracking number so I can look into your previous case to see what was repaired to resolve your issues.

You can email me at cl-jeffrey@asus.com

ASUS strives to meet and exceeds our customer expectations within our warranty policy.

Regards,

Jeffrey
ASUS Customer Loyalty USA
ASUS-USA 4/29/13 12:41PM
My 6 month old Asus Zenbook stopped working. I took it back to the retailer who said it would have to go back to Asus for warranty repair: he wouldn't be allowed to organise it locally. That was 3 weeks ago. The only information that the retailer has been able to elicit from Asus is that the unit is "with the technician". I have stood in his shop several times while he has phoned Asus service to try to get an update, waiting on an interminable call queue, and so far it has got no further than this. The experience has been immensely disruptive to me, as data that I need daily access to is on this unit and I had to resort to time-consuming work-arounds.

There seems to be a complete disregard of customer relations. It would help of they were at least honest about their capacity to deliver service instead of being a black hole. Asus may not be alone in this, but before buying my next computer I'll be checking out the service record of the competing manufacturers.

Ray 4/26/13 6:19AM

Official company reply

Dear Valued Customer,

Sorry to hear that it's taking a while for status on your repair. Please provice me with your RMA number and seriial number to see if I can your case to see if I can check status repairs for retailers.

You can email me at cl-jeffrey@asus.com

ASUS strives to meet and exceeds our customer expectations within our warranty policy.

Regards,

Jeffrey
ASUS Customer Loyalty USA
ASUS-USA 4/29/13 12:38PM
ASUS is absolutely the worst company for customer service I have ever dealt with. I have a Google Nexus 7 tablet made by ASUS. Since january 1, I have only had the table in a useable state for 3 weeks. I've sent it back to ASUS 4 times! It still isn't back in my hands. I hate ASUS. Never EVER buy anything from ASUS. They suck.

ASUSBITES! 4/22/13 6:06PM

Official company reply

Dear Valued Customer,

Please provide me with your RMA number and serial number so I can check the status for you.

You can email me at cl-jeffrey@asus.com

ASUS strives to meet and exceeds our customer expectations within our warranty policy.

Regards,

Jeffrey
ASUS Customer Loyalty USA
ASUS-USA 4/29/13 12:35PM
I purchased my PC in December 2012 and experienced slow operation and eventual freezes. Phone support recommended utilizing the "Reset" procedure. Everything seemed to work after performing this procedure a few times. The PC ran well for three months until the problem came back. Phone support again recommended "Reset," which I performed several times with the same results of slow operation and freezes. Eventually, they issued a RMA and I shipped the PC to the Asus repair facility. The hard drive was replaced and the PC was shipped back to me in about ten days.
Everything seemed to be running normally for the first two days until I began to get pop up prompts asking me to "Activate Windows." I went to PC Settings and the Windows Activation window stated that "Windows isn't activated. There were two options 1) Activate with a new key or 2) Buy a new key. "Activation Details"
"Error Code
OxCOO4COO3"
"The activation server determined the specified product key has been blocked."

Call back to phone support. Reset recommended again, but the prompts continued. Despite the fact that all I need was a working Product Key number that they could not give me. Their solution was to send the PC back to the Service Center. I tried to speak with a supervisor without success. Return phone calls promised did not happen.
Two days later I called phone support again and explained the story again. The only solution they had was to send the PC back in for repair. I finally asked the CSR if he would e-mail or call the Service Center and have them contact me directly. He said he would, but I never heard anything back.

I stumbled across this website while looking for the Corporate Headquarters phone number in the US.
I noted that a person named "Jeffrey" seemed to solving a lot of problems for a lot of frustrated customers. I e-mailed a request to Jeffrey to see if he could help me.

End Result...Jeffrey e-mailed me a working key number and my problem is now solved.

Thank You Jeffrey! Asus should have guys like him in their Phone Support offices.

I have two experiences here.
1) Very Substandard Service form Phone Support.
2) Outstanding service from Jeffrey.

OnTheRoadAgain 4/19/13 10:47AM
I purchased my PC in December 2012 and experienced slow operation and eventual freezes. Phone support recommended utilizing the "Reset" procedure. Everything seemed to work after performing this procedure a few times. The PC ran well for three months until the problem came back. Phone support again recommended "Reset," which I performed several times with the same results of slow operation and freezes. Eventually, they issued a RMA and I shipped the PC to the Asus repair facility. The hard drive was replaced and the PC was shipped back to me in about ten days.
Everything seemed to be running normally for the first two days until I began to get pop up prompts asking me to "Activate Windows." I went to PC Settings and the Windows Activation window stated that "Windows isn't activated. There were two options 1) Activate with a new key or 2) Buy a new key. "Activation Details"
"Error Code
OxCOO4COO3"
"The activation server determined the specified product key has been blocked."

Call back to phone support. Reset recommended again, but the prompts continued. Despite the fact that all I need was a working Product Key number that they could not give me. Their solution was to send the PC back to the Service Center. I tried to speak with a supervisor without success. Return phone calls promised did not happen.
Two days later I called phone support again and explained the story again. The only solution they had was to send the PC back in for repair. I finally asked the CSR if he would e-mail or call the Service Center and have them contact me directly. He said he would, but I never heard anything back.

I stumbled across this website while looking for the Corporate Headquarters phone number in the US.
I noted that a person named "Jeffrey" seemed to solving a lot of problems for a lot of frustrated customers. I e-mailed a request to Jeffrey to see if he could help me.

End Result...Jeffrey e-mailed me a working key number and my problem is now solved.

Thank You Jeffrey! Asus should have guys like him in their Phone Support offices.

I have two experiences here.
1) Very Substandard Service form Phone Support.
2) Outstanding service from Jeffrey.

OntheRoadagain 4/18/13 8:33PM
Beware of this company. They don't stand behind their Nexus 7 tablet at all. The product is only 6 months old and the management is trying to put me off until the warranty expires. I have sent it back for repairs, at my expense, and had it returned working for 8 hrs only. Now they want to "fix" it again but I am insisting on a replacement and they are non committal even at the management level, which took me a whole month of calling repeatedly to speak with a manager. They were always, conveniently "unavailable" to speak with. Don't waste your money on any Asus product and their customer service is a disgrace.

stay away from this company 4/18/13 6:38PM
I shipped my Asus Zenbook to Asus for repairs because a vertical line appeared on the display approximately one year after purchase. The issue is definitively hardware.

I called ASUS, received an RMA number, and shipped my laptop to them (expedited shipping) approximately 18 days ago.

Since then, the status of my laptop is "awaiting repair". In other words, they haven't even looked at it to assess the cost of the repairs nor have they contacted me for authorization of payment. I have called customer service multiple times asking when my laptop will be repaired. Never mind the return part. Baby steps.

I've spoken to a manager named Marilyn that said she would contact me the next day (never heard back from her), a technician named Andre who kept telling me that I would be contacted the next day (never happened) and another manager (Robert?) who did call back saying that the status would be updated soon, but guess what? Hasn't happened.

Asus claims that repairs will be accomplished within 5-7 business days. Obviously this is false. ASUS has not followed Dell's lead in outsourcing repairs to certified technicians. Instead, they produce a massive bottleneck by sending all the repairs to some facility in California. The reviews before mine are spaced several days apart and many are lamenting the incredible delay in getting their machine repaired and returned.

Just in case ASUS is copying and pasting the usual "Dear Valued Customer, Sorry to hear that ..." response with a request for an RMA number, here is my RMA number: Please feel free to post the status to this message board along with an estimated repair date.

NeverAgain 4/17/13 5:38PM

Official company reply

Dear Valued Customer,

Sorry if you don't like my responses. My responses are not copy and paste. I type each and every email because each case is unique in it's own way.

If you don't want to provide me with your RMA and seial number, I understand and you don't want further assistance.

My email is posted in this site so email me when you really need my assistance.

If you have any questions or comments you can email me again at cl-jeffrey@asus.com which I reside in the U.S

ASUS strives to meet and exceeds our customer expectations within our warranty policy.

Regards,

Jeffrey
ASUS-USA 4/19/13 12:28PM
Asus laptop 4 hrs old wont boot.Called asus Tech help.(oh by the way computer has 1yr free shipping both ways for warranty service)
Went thru all the remedies nothing worked.
Finally received RMA.At this time the REP
informs me I have to pay shipping costs to the warranty center? (Now remember 1 Yr no cost 2 way shipping warranty and laptop is only 4 hours old)and tell me not to use the shipping container the computer came in or any packaging,power adapter,battery etc.So I go to UPS.. the shipping costs with laptop box come to over 40 dollars.Finally called vendor they send new laptop,email me a free shipping label and tell me I could use the container it came in. Thanks ASUS....NEVER AGAIN

NotHappyWithASUS 4/17/13 5:05AM

Official company reply

Dear Valued Customer,

If you just purchased the unit from the reseller, I suggest you call them and have them exchange it for another because you still fall under their return policy.

If you were not withing your resellers return policy then you would have to go the other route be sending the notebook in for service.

If you have any questions or comments you can email me again at cl-jeffrey@asus.com which I reside in the U.S

ASUS strives to meet and exceeds our customer expectations within our warranty policy.

Regards,

Jeffrey
ASUS-USA 4/19/13 12:23PM
I am the owner of an Asus TF300T android tablet. On March 11th the screen cracked while placing the tablet into the dock. I received an RMA and sent the tablet back to Asus. Other than the cracked screen, everything else worked fine. I still had touch sensitivity throughout the entire screen even with the crack.

I received the tablet back on March 29th and it had a new screen. I turned on the tablet and proceeded to re-setup the tablet, when I noticed that I no longer had any touch sensitivity on most of the left portion of the screen, which I NEVER had before. No matter what settings I tried, that portion of the screen would no longer respond to any touch commands. I called Asus back, and told them the problem. I got another RMA, and I send it back the same day I received it back from service.

On April 11th, I received an email from one of the service people at Asus claiming that I would have to pay $185 because the bootloader was unlocked. The bootloader was unlocked when I first send the tablet in for repair of the broken screen, and was never charged a fee. In fact, the bootloader has been unlocked on my device for the past 9 months I have had it, and there has never been an issue. I explained to the rep in an email that I never had this touch issue before, and it only started AFTER the screen was replaced by Asus. Apparently something happened, in error, while the screen was being replaced thus causing this new issue.

In my opinion, and in that of others I have talked to, this is was caused by Asus why the screen was repaired. Asus created, unintentionally, this issue, therefore, I should NOT have to pay to have it repaired.

Asus is using the whole bootloader issue as a way of not taking responsibility for their error. This is clearly a hardware issue, not a software issue, thus, the bootloader has no bearing on hardware malfunctions.

Through all of this, the customer service has been horrible. I have yet to speak with a rep who speaks anything close to english. Half of the time, I have no clue as to what is being said. I have never heard back from the service rep who's email I responded to. It annoys me that when I do call, I spend 15 minutes verifying personal information, all of which, I have to SPELL out for the rep.

Calling the asus support is like pulling teeth with no novocaine. I paid a good sum of money, in this hard economy, for a highly rated device only to be jerked around when I need it fixed or have other issues with it.

Asus products are top-notch, customer service is horrible at best.

flash7575 4/16/13 1:35PM
I have returned ASUS UX31E 4times within 1yr after brand new purchase.
Whenever I called support centre, you need to go thru loooog que to reach operator. The support promises to return the call once they check the status and never follow up.
I was very disappointed when they replace the mother board and returned the item, they didnt check the connection! the pc suddenly blacked out 3 times within an hour!!!
I would never ever purchase ASUS again

bell 4/15/13 10:55AM

Official company reply

Dear Valued Customer,

Sorry to hear that you have multiple retuns on your unit and you are still facing issues.

Please provide me with your rma number and serial number so I can look into your case to see what I can do to help out.

If you have any questions or comments you can email me again at cl-jeffrey@asus.com which I reside in the U.S

ASUS strives to meet and exceeds our customer expectations within our warranty policy.

Regards,

Jeffrey
ASUS-USA 4/16/13 11:35AM
I purchased a Nexus 7 tablet in November 2012 and todate have been frustrated with the device as it has totally frozen on me on two seperate occasions.

When returning it for repair, it takes 2-3 weeks each time to get it back therefore I have not been able to use the devise for 5-6 weeks already!

This is disgraceful!

Jay 4/15/13 5:11AM

Official company reply

Dear Valued Customer,

Sorry to hear that the turn around time is so time consuming. Please provide me with your RMA number and serial number so I can look at your case to see if there is anything I can do to help speed up the process.

If you have any questions or comments you can email me again at cl-jeffrey@asus.com which I reside in the U.S

ASUS strives to meet and exceeds our customer expectations within our warranty policy.

Regards,

Jeffrey
ASUS-USA 4/15/13 9:21AM
Asus has a warranty policy to not warranty their products. They will offer to repair your product but the repair cost will include unnecessary components and the cost will be slightly less than the current replacement cost for the unit. This not doubt is part of a price discrimination policy to optimise revenue from there service department.

Fedup with ASUS 4/12/13 12:27PM

Official company reply

Dear Valued Customer,

Sorry to hear that they will not warranty your repair. Can you please provide me with your serial number and RMA number so I can look at your case.

If you have any questions or comments you can email me again at cl-jeffrey@asus.com which I reside in the U.S

ASUS strives to meet and exceeds our customer expectations within our warranty policy.

Regards,

Jeffrey
ASUS-USA 4/12/13 3:14PM
I received a Nexus 7 tablet for Christmas. About two months later the screen started lifting out of the bezel. I filed an RMA online with Asus and shipped them the tablet (at my cost). I received the repaired product about 14 days later and the screen lift had been fixed. However there were now touch screen responsiveness issues that were not present before. I filed another RMA and shipped Asus the tablet for the second time (this time at their cost). Again it took 2 weeks for me to receive the "repaired" tablet. When I opened it I immediately noticed they had replaced my screen with a new one that had scratches all over it. Completely demoralized at the 2 failed repair attempts, I called Asus customer service and told them what happened. The agent informed me that I would have to send pictures of the damage to an email address before I could even think about filing another RMA. I tried to explain to him that my tablet had already been out for repair for close to a month and how inconvenient it had been and that sending pictures would only further delay the process. He had little to offer. He was a bureaucrat reading off a script and the only assistance he offered me was that I had no choice but to send the photos and go from there. With no other recourse I took the pictures and sent them to the email address provided. It is now 24 hours later and I have not received a response to the email. To make matters worse, the second time they repaired the tablet they placed a sticker on the back cover that covered the entire middle third of the tablet. When I removed it a layer of adhesive remained stuck on the tablet which I cannot remove. Dealing with Asus has left me feeling like I am in a Franz Kafka novel. This has been the worst customer service experience of my life and is the worst Christmas gift I ever received. I will never again purchase another Asus product and as a result of this experience I also doubt the quality of all other Google products as well.

mtc5060 4/11/13 7:26PM

Official company reply

Dear Valued Customer,

Sorry to hear that your screen is scratched and then you are unable to get the adhesive off the back of your unit.

Please provide me with your RMA number and serial number so I can look into your case to see what was done.

If you have any questions or comments you can email me again at cl-jeffrey@asus.com which I reside in the U.S

ASUS strives to meet and exceeds our customer expectations within our warranty policy.

Regards,

Jeffrey
ASUS-USA 4/12/13 9:48AM

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ASUS customer service replaced my 2 1/2-year old monitor under their rapid replacement program. Less than a week later, I received a brand spankin' new monitor with no issues whatsoever.

JC 5/16/13 3:05PM
Jeff helped me get an exchange in a timely manner for my defective MB. I hasten to add, the folks that actually sent the board didn't include any instructions or address to return the old board, that was not impressive. However, Jeff again got the information for me.

I would be much more impressed if this wasn't the second time I had to exchange this MB. The first one died totally after six months! The first replacement was just flaky, the USB ports didn't initialize properly every time, and the network port would occasionally lose it's connection and have to be reset. Here's hoping the third time is a charm and I can use this board a bit longer than the last two.

gunrunnerjohn 5/15/13 3:37PM
I bought an Asus motherboard that would not boot up. I stated that I had discovered the memory I put in the board was not on QVL list.

Jeff left a timely response to my feedback on NewEgg with several recommendations for resolving the no boot issue, all of them excellent, but one in particular (resetting the CMOS) solved the problem.

Randy 5/9/13 3:21PM
Jeffrey, thank you for your help, and for your valuable time spent with me. You are really a genius. I got my problems solved.
thank you..

Jose 5/3/13 10:28PM
Jeffrey,
I sincerely appreciate all the assistance you have provided. You should be commended by ASUS for the excellent customer service that you provide.
Ted

Anonymous 5/2/13 11:18AM
Jeffery was knowledgeable in providing product information that I was seeking. He is a great asset to ASUS.

Anonymous 5/2/13 6:20AM
ASUS Customer Service in total is not existent. But this chap Jeffrey here is probably the only person doing his job at ASUS.
Tks for your quick response and support. Case closed ow, after 2 month of total aggro.

ASUS, make Jeffrey the boss!

Anonymous 5/2/13 1:31AM
I had an issue with my TF700 pad.Cracks appeared at usb point and at charge point. I initially thought it must have been my own fault, even though I am cautious with the pad.However when I checked the bottom screws had not been tightened so every time I poened and closed the pad, the strain came on the base. I sent it back, and all they did was tighten screws. Sent it back again and initially Asus refused to repair. I was contacted by heffrey at cl-jeffrey@asus.com after posting a complaint, he was great. It took some battling but he got it repaired FOC in the end. Delighted to have my pad back and it is in full working condition. I love the machine, just a shame ASUS make customer service difficult. THANKS JEFFREY!!!

james 4/25/13 2:36AM
Had a problem with a monitor ASUS helped me get everything in order and replaced defective product as per their warranty. Thanks!

Anonymous 4/23/13 8:54AM
It is not often when you find a tech support that is willing to go out of his way to provide great answers when you don't even own the equipment, but Jeffery has done so with all the information I needed for the . In providing all the information I needed and drivers links, he has assured another laptop sale for ASUS. By getting this support BEFORE I buy, I am looking forward to the excellent support even afterwards... This will be a nice upgrade to my current M51S series laptop.

Hip 4/23/13 7:16AM
I had problems locating the motherboard battery on my Asus lap top. Found an email link to Very helpful and quick response time. Correctly suggested it wasn't really a task for an amateur. Why don't they make them readily accessible......actually I think I know the real answer to that!!

Anonymous 4/23/13 3:31AM
Hello Jeffrey,

So here I am again since we last corresponded from last fall with the end result being handled and resolved. During the time my REF# C1042-1804( if it helps you to remember me and my situation) I had several trouble with my brand new Asus laptop that was at the time only a few months old.We ended on a good note after I had sent my laptop in for the 4th to be serviced,so this time around I write to you to let you new that I cannot boot up because the start up states that my Windows program is not geniune and that it has expired???? How is this all possible we Asus has been the only center to have seviced my computer to begin with and how do I now go about fixing this when all should have been authentic at the time of purchase, brand new in the box, factory sealed? How can we resolve this matter quickly and effciently togeter?
Thank you again for your rapid responses
-Rhoda Scott

drooler01 4/22/13 7:20AM
I wanted to buy a ASUS ultrabook (ux31a).

I noticed Jeffrey from ASUS customer care answered some questions on a website. I sent him an email and asked if I could install Chinese version of Windows 8.

He replied (although a little late) and explained that I could choose a preferred language when first time starting Windows 8. Yes, it worked. I bought the laptop and could choose a preferred language after booting at the first time. Now the computer has an operating system in Chinese.

JH 4/21/13 10:48AM
I had to RMA my Nexus 7 twice for screen issues. The second time I got my tablet back there were scratches all over the left edge of the screen. I told Asus of the problem and their response was sluggish.

I posted a complaint on this website and received a quick response from Jeffrey (cl-jeffrey@asus.com). I emailed him and he took care of my problem. He was able to accelerate the process of sending my tablet back and gave me expedited shipping there and back for my troubles. He has been very helpful and attentive throughout this ordeal. Thank you Jeffrey!

mtc5060 4/21/13 10:09AM
Surprising quick and useful email help on an old ASUS A6R issue from

Anonymous 4/20/13 6:57PM
I purchased my PC in December 2012 and experienced slow operation and eventual freezes. Phone support recommended utilizing the "Reset" procedure. Everything seemed to work after performing this procedure a few times. The PC ran well for three months until the problem came back. Phone support again recommended "Reset," which I performed several times with the same results of slow operation and freezes. Eventually, they issued a RMA and I shipped the PC to the Asus repair facility. The hard drive was replaced and the PC was shipped back to me in about ten days.
Everything seemed to be running normally for the first two days until I began to get pop up prompts asking me to "Activate Windows." I went to PC Settings and the Windows Activation window stated that "Windows isn't activated. There were two options 1) Activate with a new key or 2) Buy a new key. "Activation Details"
"Error Code
OxCOO4COO3"
"The activation server determined the specified product key has been blocked."

Call back to phone support. Reset recommended again, but the prompts continued. Despite the fact that all I need was a working Product Key number that they could not give me. Their solution was to send the PC back to the Service Center. I tried to speak with a supervisor without success. Return phone calls promised did not happen.
Two days later I called phone support again and explained the story again. The only solution they had was to send the PC back in for repair. I finally asked the CSR if he would e-mail or call the Service Center and have them contact me directly. He said he would, but I never heard anything back.

I stumbled across this website while looking for the Corporate Headquarters phone number in the US.
I noted that a person named "Jeffrey" seemed to solving a lot of problems for a lot of frustrated customers. I e-mailed a request to Jeffrey to see if he could help me.

End Result...Jeffrey e-mailed me a working key number and my problem is now solved.

Thank You Jeffrey! Asus should have guys like him in their Phone Support offices.

I have two experiences here.
1) Very Substandard Service form Phone Support.
2) Outstanding service from Jeffrey.

Off the road finally 4/19/13 11:53AM
Emailed regarding an issue with my nexus 7 which is faulty, swiftly go a pick up arranged. All in all very pleased with the service

gbristow 4/19/13 12:34AM
Jeffrey answered my questions clearly and quickly. Thanks!

Anonymous 4/18/13 12:11PM
After doing some routine check up and updates for the computer, everything
seems to be running smoothly. Thanks for all of your help on this matter.

Please feel free
to forward this email to your supervisor and let him know what a great job
you have done, and how happy I am with your customer service. You have been
responsive and supportive, helping me solve an issue which was clearly not
your problem. If your supervisor wishes to contact me in regards to your
customer service, I would be happy to provide information on my positive
customer experience.

Thanks again Jeffrey,

U43JC Impressed 4/17/13 10:48AM
I had posted here a couple of weeks ago in regards to a negative experience with ASUS, but am glad to say that Jeffrey has resolved my problem completely. He is the only good thing about ASUS customer service, and fixed my problem in a week versus the months I had been previously waiting for a solution. He is the star of ASUS customer service. Honestly, don't bother calling them--just shoot him an email.

Thanks Jeffrey!

Justwantmycomputerback 4/13/13 1:59PM
after weeks of spreading my story of how asus handled my rma and complaining to every forum that i could think of , also companies like newegg, maximum pc magazine, best-buy, Facebook, twitter, the bbb, and emailing executives at asus and several other places yesterday i received my refurb asus rampage III extreme mobo in the mail yesterday. thank you jeffrey_taa service rep

Anonymous 4/9/13 7:14PM
After having a negative experience with with Asus Product Support I was able to reach out to Jeffrey, who is very pro-active about reaching out to people who have had negative experiences.

After getting in contact with Jeffrey, a path to a resolution that I was very happy with was reached very quickly.

Jeffrey always responded to my inquiries swiftly and would give me frequent updates as well.

In my professional and honest opinion, Jeffrey should be put in a management position so everyone can be as efficient, effective and willing to help as he is.

Keith 4/9/13 12:28PM
Very knowledgeable, very approachable and fast response.

Lucas 4/8/13 9:44AM
I purchased an Asus laptop about a month ago from Newegg. I had a few technical issues and Newegg was no help at all. I then contacted Asus directly and got a response from Jeffrey. He got back to me the same day & helped me with several issues. I am dissatisfied with Newegg but am very happy that Jeffrey was able to help me. I followed the steps that he gave me and was able to fix the problems that I was having.

Stephie0580 4/1/13 8:00PM
Jeffery was very prompt and the information he provided was spot on.

Anonymous 4/1/13 5:00PM

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