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Asus

Customer Service Ratings and Comments

Asus is ranked #169 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 29.12 out of a possible 200. This score rates Asus customer service and customer support as Terrible.

NEGATIVE Comments

58 Negative Comments out of 61 Total Comments is 95.08%.

POSITIVE Comments

3 Positive Comments out of 61 Total Comments is 4.92%.

Issue Resolution

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Terrible Overall Customer Service Rating
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  • My Asus EeePC arrived with a broken screen. They have determined that it is customer induced damage and that the repair cost will be £170. It wasn't. They have been consistently unhelpful.

    Sylvia H 3/4/10 8:48AM

  • The worst computer compant ever. Sent gaming laptop back over a month ago due to water damage form a house fire. They dont post updates on the repair/replacement status inquiry. I have called numerous times and all they say is that they have no additional information about the laptop's status. Over a MONTH sitting in the warehouse and no idea what is going on. Ive sent complaints to a receptionist too and she said she would let a manager know about it. Well iI doubt she rerally did seeing as i still dont have it. ASUS=FAIL. STAY AWAY FROM THIS COMPANY. Everthing they make is of poor quality and they have horrible customer service. I swear they have a bunch of retards working there in the warehouses.

    beefstew17 3/1/10 8:23PM

  • My son bought an ASUS laptop. During the warranty period the processor fan got noisy and the laptop was sent to service for repair. It took three weeks to be sent back (two was promised). After repair half of the existing RAM memory was missing. After checking it was found that the memory was badly reinstalled with force and this had defected the mother board. Now they want the laptop to be sent back (for another three weeks?) with no extra compensation of several calls, packing material and loss of laptop use. In phone they promised to replace hard disk with a bigger one as a compensation but later they "forgot" the promise. Now we have a clear statement from Finnish Consumer Centre and try to fix the case. Lessions learned: NEVER ASUS again

    ASUS antifan 3/1/10 10:24AM

  • Ridiculously bad customer support. I sent my laptop up to have a HINGE replaced, something that should take them all of 2 minutes. I asked if I should back up my data. "No, we won't even turn your computer on". So I send it up, waited the 5-6 working days they said it would take... nothing. Called them about 9 times, put on hold for about 30 minutes before i finally got through once. Clueless person answers phone, says delay, they are ordering parts (a hinge?) and that 4 parts needed to be replaced. I get computer back, nothing has changed, hinge is still loose and no other parths have been changed/added... except... OH! Now there are 2 large cracks in the casing/frame of the computer and one runs close to the monitor (great job on THAT one) and my drives have been formatted... AFTER I SPECIFICALLY BOTH TOLD THEM NOT TO AND WAS TOLD THEY WOULDN'T BE! Don't buy ASUS, you would be better off throwing your money on the street, atleast it serves a purpose there.

    Not Happy 2/24/10 4:09AM

  • Asus customer service is the worst yet. All I wanted to know was whether my motherboard had built in wifi. After trying to fill out the ridiculous technical support form which needed far too much information I turned to the so called helpline. I never got to a technical support agent as at 8 pence per minute this is just a money making machine for Asus. Question after question after...You get the idea.
    I would rather bathe in molten lava than buy another product from these charlatans.

    Anonymous 2/22/10 9:16AM

  • I purchased an ASUS 900HD nine months ago and it has seen very light use. The power supply quit working about three weeks ago. I submitted a help request on their Web site and after waiting for three weeks with no reply, called them. The woman I spoke with tried to trouble shoot the problem (try a different electrical outlet - duh) all of which I had already tried. Then she told me since it was nine months old, the battery (understandable) and power adaptor (not understandable) was out of warranty (six months for 'accessories'). I told her I was extremely unhappy and asked if she would like to make an unhappy customer happy for the relatively low price of a power adaptor (retail $49.99, their cost = much less). Nope. So I went online to the Web site she provided - and they are out of stock. So now I have a paperweight until ASUS can restock power supplies. My question, which I will never know the true answer is: Why are they out of power adaptors? Is this a systemic problem? For the light use this adaptor has seen in nine months (actually it started giving me intermittent problems in eight months)this is a very poor product.

    Steve 2/17/10 11:09AM

  • I feel like a fool. I bought a desktop for my kid. I thought it was good value and it came with a free Windows 7 upgrade. The computer is OK - only one issue that I had to rebuild the sytem for in the first 8 months of ownership. Well, the problem started when they sent me the free win7 upgrade. It was only the disk of utilities. It did not include the actual win7 disk. So I call tech support and it needs to be escalated. Long story short, I have had no less than 15 calls since I opened a case in November, have had promises from supervisors and finally the win7 upgrade team 3 weeks ago. I don't have a win7 disc and am back on the phone. The question at this point is how much my time is worth versus how many more cals I am willing to make to get lied to. They are completely inept. The guy at best buy said their service was poor but if I was a geek I would be OK. Well, I can do the work but they hold the software. It is my fault as I should have spent the extra $200 on an HP or Dell.

    Jeff 2/15/10 3:56PM

  • Purchased my first ASUS laptop in Dec. 2009...three weeks later hard drive crashed...took it back to the store and received a replacement ASUS laptop. Within one week had to return that one because the only way it would start was to do a hard reset.
    NEVER AGAIN...Technical support was of NO use...gave excuses...THIS TIME WENT WITH A TOSHIBA...SO FAR SO GOOD.

    MAY I SUGGEST, DO NOT BUY A ASUS COMPUTER UNLESS YOU WANT AGGRAVATION!

    Anonymous 2/13/10 7:18AM

  • I have had tghe same problem they have had my computer Eee since November. Told me a few weeks ago that they would replace it - no sign of it. they also will not extend the warranty, although I bought it in July and had only a few weeks of service before it started giving me problems. and I cannot find a single name for customer service.

    Anonymous 2/6/10 4:46PM

  • Bought a ASUS n50V lap top. It froze on my every time I turned it on. I would have to pull out the battery to get it to work. Took it to ASUS 3 times, the first two times no change, problem still existed. Last time, they said they would send me a comparable replacement. They sent a refurbished computer with a warped key board. Now I am trying to get them to return that damaged product. It has been 3 months. They don't care. Stick with Dell and Compact, be treated well. Customer support and corporate don't have a clue and are no responsive at best.

    Asus is horrible to their custom 2/5/10 1:46PM

  • Purchased a U2E in Feb 2009. Had the machine for 2 months before the motherboard packed in. Was sent back for repair. I waited 4 weeks before my machine was returned.

    Worked fine untill October! Machine sent back on Oct 29th 2009.... I'm still waiting for it to be returned.

    DO NOT BUY ASUS!!!!

    Unhappy 2/3/10 2:18AM

  • I purchased one of their Pundit R350's to use as a media center pc. The fan constantly ran way to high/loud. I checked the forums at Asus and the product support and there was a couple of bios updates released, one of which was for this exact issue.

    I tried downloading all of them and none of them will install on my system. When I open the case the Motherboard label says its a P4R8L2, yet none of the bios's would work. I then followed the directions by another user and changed the file name to the motherboard and burned a cd (wasted a cd for a 500k file). I did the autoflash alt-f2 on boot and the system comes back and complains that it needs the file P4R8L246.ROM so try renaming to that and burned another cd, tried for every bios version they had with both names, both times I am told wrong ROMID.

    I gave up on it and a year later started having more problems with the system (which turned out to be hardware failure, cheap Capcitors -4 of them- popped). Tried to flash again, no go.

    I contacted Asus about my not being able to flash, saw other posts in their forums with people having same issue with no resolution. The emailed me back the next day telling me there is no reason for me to flash my bios. (Yet there was a fix on their website with the bios for the fan issues.)

    That was it, they even prefilled out the, how did we do review and gave themselves good marks. If I had more questions contact another email address.

    I replied back to the person i heard from and the other email addres saying my question had not been resolved, why were two motherboards put out under the same product name and why the other model wasn't supported and how do i fix it.

    They have not replied to that email. I tried to open another trouble ticket with my same email address and problem, and there was NO reply at all this time.

    I will never buy another Asus product and recommend against them now. I am waiting to receive new upgraded caps to try and at least repair the motherboards hardware failures.

    Anonymous 1/31/10 11:26PM

  • I have purchaced P320 only a month back, and I have already started getting multiple problems (with display, battery usage not shown,alarm goes off witot activation, time in asus today is always changed, problem with network.....etc). When I went to bangalore based service centre on 20 jan, they r not ready to listen to my problem and instead just reinstalled the OS.The response was pathetic.And when I tried to explain my issues, they just said" we cant help it, its company policy, this is all we can do".And today, on 21 jan, the same problems persist, except the problem wit display.
    I've had a very bad experience with asus product and very sincerely recomend people never to buy asus product.both the product ant service is a disaster.

    sudhi 1/20/10 7:58PM

  • A CATASTROPHE !!!
    AFTER ONE MONTH OF HAVING MY NB AT SERVICE I HAVE GOT NO INFORMATION AT ALL. WHEN I CALLED, THE ANSWER WAS:" WE ARE WORKING ON IT, WE HAVE TO RE-ORDER SPARE PARTS, SINCE THE FIRST PACKAGE WAS DEFECT TOO !!!???" MY ITEM IS ONE YEAR OLD AND THIS IS FOR THE SECOND TIME THAT IT HAS TO BE REPAIRED.

    I AM VERY VERY DISAPPOINTED WITH ASUS

    Anonymous 1/7/10 2:15AM

  • Horrible technical support. Got the 1005 netbook out of the box. Trouble connecting to the net. Called tech support 8 times:

    1) Twice, couldn't get thru
    2) Twice, on hold for 10 minutes plus - then dropped
    3) Once - talked to tech support rep that put me on hold. Then dropped.
    4) Twice - talked to tech support reps that didn't have a clue
    5) Finally, some receptionist said a supervisor would call back. Still waiting.

    Luckily, I got a full refund from Amazon. Very happyy to end my Asus experience forever.

    Former Asus Customer 1/5/10 10:57AM

  • I got an ASUS EEE laptop in October and it worked great for 6 weeks. Then the AC adapter died. I submitted the required forms via fax & waited... a few days later they sent me an email stating they had not received all pages of said fax (Dec. 1st); so I sent the info again.(Dec. 9th). I have called customer service 8 times with mixed results - Service guy #1 yelled at me, sighed, and hung up, service guy #2 just hung up, customer service calls 3 & 4 I was told that their computer system was down & they couldn't help me. Calls 5 & 6 I was told the part was on the way, calls # 7 & 8 I was informed that the adapter was out of stock; but on order from Taiwan, though they had no idea when they would be getting them in, much less shipping mine out.

    DO NOT BUY ASUS EVER!!!

    Tell your friends - tell your family

    My next step is BBB, and hopefully a class action lawsuit is already in the works, as it appears I am far fom alone in experiencing horrible service from this company.

    ASUSHATER 12/22/09 12:46PM


  • 1.0 out of 5 stars ASUS product support - horrible experience, November 28, 2009
    By Martin (MN, USA (SVK)) - See all my reviews

    Amazon Verified Purchase(What's this?)
    Hi guys here is my experience with ASUS support.

    I bought ASUS N90sv at the beginning of October 2009.
    The Express gate can not find - display any wireless networks at all even there are plenty available around. I can connect from Windows VISTA 64, bit without any problems and through the cable in Express gate too but of course I do not have a cable connection always available.

    THIS FEATURE DOES NOT WORK and ASUS is staying in position of death bug. The answer from 24/7 hours support is nothing less than "we will pass this to our technicians ..." and that is all. They will not solve anything.

    NO SOLUTION. And I am calling them two months already. I registered as their VIP member (they call it in this way) and a month is not enough to answer my technical inquiry!

    This notebook has a volume control next on the left side of keyboard? I can turn it a few times and there is no response in changing of volume at all or just a small one. I do not know what it should work like and they are not able to tell me as well.

    And I am done and really disappointed with this support and notebook as well.
    IF YOU CAN MAKE A CHOICE SO PLEASE CHOOSE DIFFERENT MODEL or BETTER BRAND OF NOTEBOOK !

    My journey has not finished yet and I hope they will reply me ... sometimes ...
    Bye MartinD.

    MartinD 12/14/09 1:34PM

  • I am the owner of a Computer Service Company in Ohio. In our office we have several computers, one of which is six weeks old. After about four weeks the computer just shut down. To make a long story short, ASUS "Tech Support" recommended our company send back the motherboard for replacement. So far so good, so WE paid for the shipping to have the faulty motherboard sent back to ASUS for replacement. After about a week, we receive an email that the motherboard was damaged and we would have to pay for a new replacement!! What????. We have called them and they said that there was nothing that they could do about it. So as the owner of my company I wanted to speak to a supervisor and was told that a supervisor would call us back. Well, after calling again SEVERAL times we are still waiting (over a month now) for ANYONE from ASUS to call us back. I have instructed my employees NEVER do business with this ASUS again, Way to Go ASUS, way to support your products and return phone calls. By the way, if they also tell you that they will have a tech call you back.... Good luck with that one also.

    Keith 12/14/09 12:39PM

  • My Asus netbook failed after 9 months and while under warranty. I am currently waiting for it to be repaired. They originally stated that it was my expense to return the machine to them and that they would have it repaired within 7 business days excluding shipping. I paid for expedited shipping to ensure I'd have the machine back in time for a trip I am taking. At 6 business days the online status of my repair showed as 'awaiting parts' so I called them. From this point forward they just keep telling me to wait and that they have no other information. It has now been 2 weeks and they are still awaiting parts. They show absolutely no remorse for providing an expectation of 7 day turnaround and then not meeting it.

    Anonymous 12/13/09 9:17AM

  • I bought an Asus N90Sv-A1 in June...it didn't work from day one and took a month to replace with the same model. The second computer was faulty, more and more problems...it has now been deemed unreparable! The model is a lemon...they want to replace it with a third but I have requested the upgrade of N90Sc-A1 which they are debating on!!! They had all my money and I haven't had a working computer for 5 months...what is to debate? I also had to rent a computer for a month, have lost business because of these faulty computers...I want compensation and just keep being blocked....DON'T BUY ASUS

    FRUSTRATED 12/9/09 6:17PM

  • I bought my asus laptop whichs model ls F3Sc on february of 2008.
    I bought and used asus brand very ambitiously. but after 8 months of buying, it starts to be down periodically.
    My computer was down each of 6 months for the sama mistake system 32 file is missing or corrupted.
    All of my datas were gone for each time. It was a very terrrible situation. Since I'm a master student, it repeated before submitting projects and papers.
    I set up windows on my own and continued my life. Up to 4th crash on october of 2009. I lost my photos taken my England holiday.
    And then I was sure that this computer has a hardware problem. I suspected that it arises from a problem of hard-disk and then my adventure of asus techinal service started.

    After 2 weeks of giving my lap-top to service, they returned me that since the pc hadn't got any hardware problem, they did not make any change. The downing problem arises from my mistake. I tried to explain that I've got norton virus protection programme . There was no virus. And all of programmes were installed to my friends notebook, why my notebook is down and her notebook not? Instead of explaining, he just shouted at me. At the end of the conversation, I realized that we can't find any solution, I returned my home with notebook.
    As I supposed, my lap-top was down again. But this time is so short. Not 6 months it was down after one week of receiving my laptop back. DOUBTFULLY!!

    of course I went to service with my notebook again on 4th november. after 2 weeks, I called the service, they informed me that they are waiting for hard-disk from taiwan. They hadn't got any hard disk in their stock. Waiting made me feel terrible. Since all of my life depends on my computer. I've got a lot of thing to do. especially It caused postponing of submitting my thesis, it means I can't graduate on time. I borrow my friends pc to do my homework. Then after passing one week, I've got a call from asus. member whose name is Harun said me that during testing my laptop, the fan was stopped suddenly and then they opened the pc and realized that the problem arised from motherboard. there was a user mistake,guarantee does not cover my pc. He claimed that I spilled one glass of water on computer ALTHOUGH I DID NOT! If it can be proven, I'm ready to prove it. I did not spill anything on my pc. I swear. Only I use this computer. none could spill it. I did not understand how a glass of water spilled 1.5 years ago(since my computer started to be down for same mistake 1.5 ago) caused crashing problem, when I use this computer periods in 6 months with overperformance. I hadn't got any problem about performance or fan.
    I've just asked an sensible explanation, he said me "you said repeatedly sensible explanation sensible explanation, I did not make the device, how I know why this problem arise"

    I've got some questions to you;

    Asus informed me that my pc hadn't got any hardware problem, and then they found an hardware problem on the same pc. What was changed?
    Although these tests were made on first time, there were not any problem, But the second time there was a huge problem. Why? what was changed?
    My pc hadn't got any problem like stopping fan or working slowly, why these problems arised after I gave my pc to asus service?
    although my laptop was down for each 6 months up to giving to service why it was down after one week after service ?what happened to my computer in there?
    Why asus member couldn't give any sensible explanation for the problem when he blamed me what I did not?
    If spilling water on the pc cause crashing in periodically, why asus members didn't open the pc on first time? Why they didn't check the motherboard before?

    How can asus compensate my lost 2 months? I will submit my thesis 2 months later than I planned because of lack of my computer, it means I'll graduate 2 months lately. Since I can't reach internet, I missed so many job opportunities. for this 2 months I've got psychological problem since I've got only computer in my dormitory room.
    My notebook was like a window opening to world for me.

    To earn 400$ from me, Asus blamed me what I did not. This is their strategy I guess. I'm so angry to asus. I hate this brand name.
    My advise is that DON'T BUY ASUS!!

    ebruligokalp 12/7/09 5:13AM

  • Six weeks and still waiting for a part for my Notebook. The Call Centre has told me that the part has arrived, the part is in the repair shop, the part will arrive, the part is not here. The Call Centre also told me (twice) that the repair centre would call me. The repair centre has only one phone line in. It has an answering machine which states that calls regarding status of repair should be made to the call centre and you can leave a message. The amswering machine then said that it was full and could take no more calls.

    Finally, after speaking with all parties, I have deduced how ASUS works.

    The Call Centre uses a computer system that enables them to view your job and its status but will not permit any notes to be stored. That means the Call Centre is a total waste of time. The Repair CEntre only fixes the computer and relies on a computer system to tell them when a part will arrive to complete the task. So, they also know nothing.

    The computer system is updated by a mythical logistics team of which I cannot obtain any knowledge.

    The staff that I spoke with are only staff and have no superiors that are available and so are of absolutely no use.

    The company ASUS appears to have disappeared into the ether. There is NO head office. There is NO compaints section. There is NO accountability, either locally or globally.

    my hands are totally tied and if I want to have the item fixed by an independent repairer, the part will need to be ordered from ASUS. Back to where I am today.

    So, I will learn from this.

    I will buy another computer, carry on with my business and scream till the rest of the world will take some notice.

    DO NOT BUY AN ASUS COMPUTER.

    Even the ASUS repairer agreed with my comments.

    DO NOT EVEN THINK THAT YOU WILL BE DIFFERENT.

    DO NOT BUY ASUS. YOU WILL BE SORRY.

    Aussie Sucker 11/23/09 5:42PM

  • I have been trying to install the windows 7 upgrade I recieved from asus usa, well its a bad burn and copy of the disc is corrupted. I have been absolutely trying every method to get this resolved but I have not got anywhere. This company has absolute morons working in technical support, I was never allowed to be connected to a manager and I am now planing on calling the corperate office. I am debating selling my laptop because I want nothing to do with this company after all this.

    upsetnotebookowner 11/22/09 2:01PM

  • In all honesty, I am a bit tired dealing with ASUS Laptop that I purchased back approximately a year ago. After around 6 months of use, the machine oftentimes shut down on itself with no apparent reason. I sent it to official ASUS service center in Jakarta, and they promised me I will be able to receive it back in 2 weeks. I received it back in one month, and that with me practically breathed down on their necks.

    And a day later, the machine shut down again. After a few persistent attempts, I managed to turned it on, however, and for a while all seemed well. About a month after that, however, the machine started to shut down with no good reason again, very often.

    And then, it started to work again (very strange). But now, only about a week after the problem seemed to have gone, the keyboard suddenly went kaput with no good reason.

    I am tired of having to deal with this, and truthfully I have no intention to bring it back to the service center since my previous experience with it was not a good one.

    Guess they wouldn't care about my problems, since I am nothing but an average customer. However, I will never buy an ASUS laptop (or any of their other products for that matter) again, and I will do everything in my power to stop anyone that I know in buying them.

    Anindita Rangga Satrya 11/20/09 10:03PM

  • 10 weeks. That is how long it has been since I sent in the defective recharger for my EEE. The level of incompentence is staggering. I have called at least 3 times each week (THINK OF IT, 30 CALLS WITHOUT RESOLUTION!!!). I usually get the response it will be "elevated." At one point, I actually got the repair center to send a part...you guessed it, wrong part. It was a battery. It does seem strange to me that there is not a responsible person higher up that is unaware of their dismal performance. That person would surely realize this is the perfect way to sink a company and do something to stop it. I never would have believed the previous posts if it had not happened to me as well. Do yourself a favor, don't buy ASUS. Take your pick of any other, comparable computer and save your self untold grief, even if it weighs a few more ounces. The sexiness of the EEE in appearance just is not worth this hassle.

    Unhappy in NY 11/20/09 1:01PM

  • They are one of the worst companies to work with!!! I called yesterday about a bad laptop screen that is still under warranty. We had the same problem this summer and had it repaired. It seems like they are stalling to email me shipping instructions, since the warranty is almost over. I called again today and they said the faxed invoice I sent was never received (what bulls***), so they could email me shipping instructions. I had to have my husband fax it to them again. Hopefully I will get the email soon. Stay away from this company.

    bearcatuc 11/18/09 11:32AM

  • primary hard drive failed. Sent it to them and they sent it back unfixed and with software transferred to secondary hard drive and a new motherboard because the Chinese person I talked to didn't understand primary hard drive. I complained and sent it to them. It came back with two smaller than original hard drives.So now I've lost a motherboard, but it was replaced, I guess with the right one, and has two small hard drives with less than half of original capacity. Sent it back, and it came back scratched beyond belief. It was almost brand new. It came back looking as if they'd been using it for a hockey puck on rough concrete. After much fighting, I got it replaced with a refurbished model that has never worked right and the usb doesn't work (hardware failure- not software- I've checked). It also has a big purple line running down the screen becuase I'd rather have a very bad computer than none. That's how little faith I have in them. My next computer will be an Apple just as soon as I can save the money. I would never buy an ASUS product of any kind again for any reason or price. Absolute disaster. This was a high end laptop, too, costing $1900.00 It's less than a year old and ready to be replaced. Total crap.

    Michael 11/11/09 2:31AM

  • Ok I had 2 monitors. One Acer monitor and one Asus monitor.

    My Asus monitor I kept in great condition, I always took good care of it and cleaned it. 1 year later it breaks, I have never ever in my life had a monitor so poorly made that it breaks down for no reason after a year. The repair man they "send" to me never arrives at my house.

    VS

    My Acer monitor, I have dropped it many times on the hard floor, I have whacked it hard many times when I get pissed off, I have ripped the cords out the sockets, my Acer monitor has been left semi exposed to rain and hail. I even accidentally left my Acer monitor outside during a dust storm! Then I connect my very dirty Acer monitor.. and it still works! LOL!

    You be the judge, ASUS is just poor quality and poor customer service.

    Tyler 11/10/09 4:27AM

  • Asus tech support is terrible. The people are rude, very short with their responses and completely unhelpful. I honestly don't know why they bother to have a "tech support" number. I have never had this kind of experience with any other company. I could hardly believe what they're saying to me.

    shane 11/5/09 10:12AM

  • upgraded to windows 7. Asus manager said my laptop game with Vista and that they won't support Windows 7. The Utilities Dvd won't work with windows 7 and with asus support online none of my utilites or for that matter drivers have been updated since early 2007

    Anonymous 11/5/09 8:36AM

  • Abridged version:
    Bought DVD burner in December '08. Reads fine. California has budget issues, resulting in an unexpected move out of state. Get settled. Finally try burning videos. Can't get a single good burn. Trouble shooting shows that drive is bad. Other people have same problem. Contact Asus support. They agree: Drive is bad, fill out RMA form to request replacement! Yay! But, response comes back claiming 1) No tools to repair or replace drive (?!) and 2) drive is out of warranty. But, it's only October of '09! Site claims 1 year warranty for optical drives! CSR manager wants proof of purchase faxed now, but am just an average joe. Cell phones, no phone line, no fax machine, and personal use of employer's fax machine is forbidden. Explained, but coming up on nearly a week with no response!

    Getting the brushoff? They stalling for warranty to run out?

    PrG 10/31/09 2:07AM

  • asus really needs to look at there customer service side of there business. I don't know how good there product is since mine didn't last long enough to really use it and after dealing with customer service will likely not be back to try them again, unless the rest of the competition turns out to be just as bad

    Anonymous 10/24/09 6:32PM

  • ASUS A8JS notebook had a defective design. The hinges on the notebook break frequenbtly (even if using extreme caution). The design is so bad that the notebbok should be recalled. I emailed tech support and did not get a response for 2 weeks. I bought the replacement parts myself, but it is a complicated repair. I am extremely disappointed.

    ostermike 10/24/09 1:31PM

  • Broken power cord on my eeepc 1005ha. They were quick to warranty the cord (after telling me to power cycle it? hilarious), however I then find out their RMA process involves me faxing them my handwritten credit card and expiration date on a form. There is no online process to handle RMA, so I have to trust in them properly handling/destroying the form once used, or else my credit card is just sitting around for any employee to use.

    I will use their RMA, however I am cancelling my credit card when I receive notification of shipment.

    Will definitely buy a Dell next time, as everytime I deal with them yeah, their service sucks, but I receive a replacement part within 24 hours of the call.

    kalvinlk 10/20/09 1:45PM

  • STAY AWAY FROM ASUS!!! CUSTOMER SEVICE SUCKS!!!

    SOPMOD308 10/13/09 1:33PM

  • HI I also bought a G2S laptop and the video card burned up I was not able to use my laptop after that. The product is under warranty. I went to Asus Service Center here in my place in the Philippines, I waited for almost 2 months but they keep telling me that there is a shortage of the replacement of the product. I am very disappointed about this . When I read the previous comment I am not surprise that I am not the only person experiencing this kind of problem. Currently my laptop is still not returned to me and I'm still waiting what will happened almost 3 months waiting.

    G2s 10/7/09 8:54PM

  • We bought at least 20 unit eeeTOP pcs from ASUS and one of them was not working properly. We send it to asus for repair and it came back as same. we repeat this 5 times.

    Now it almost 6 months since the problem occoured and Asus repair service has done terrible work every time.

    I have now my second thoughs on buying another Asus product.

    tuncob 10/2/09 12:39PM

  • ASUS after sale service is deplorable.

    It was only good on paper. There are thousands of people having problems with the 8600 Nvidia GPU burning down on G2S and G1S series. And the joke is that they keep replacing it with the same broken graphic card!

    Just Google for "G1S G2S hardware fr", first link it's in french but you can translate, 99% of people on are unhappy about their after sale service. The graphic card is just designed to burn even under normal usage. The laptop either will not boot at all or boot with artifacts like weird lines with no colors at all! Making it useless. There were a lot of other faulty hardware inside, e.g DVD, Tunner. There is a wrong conception of the aeration/freezing system.

    Also Nvidia recognized it to be the a faulty chip, but ASUS won't ever try to do something about it or recognize it (of course they think it will cost less). They just play with clients waiting them to give up. Different persons at the support say different things. One promises you an exchange, just to later send you the broken laptop back. Another says to fill a simple RMA. Etc. You even risk to have your laptop returned broken and scratched with missing hardware (e.g bluetooth or no more wifi card!) like other people had. They should be taken to court by all people who are having problems with them over that affair.

    Someone with some (or a t least a little ) sense in their head shouldn't buy from ASUS.

    Horrible support. Will never ever buy an ASUS again. They don't even want to fix their own mistakes and want YOU, the client, to pay for it.

    Lilou 10/1/09 10:25AM

  • Was given RMA # and shipped Lap top with that number. Then they issued a new RMA # while in shipping process. They now have now idea where my Lap Top is due to them deleting the first RMA #. The customer service is the worst I have ever delt with!

    SOPMOD 9/29/09 9:21AM

  • Please do not buy an Asus laptop. I have sent it back 3x for going to Blue Screen for hardware failure when on the internet. They have never found the problem and will not replace the unit despite the fact that they will not be performing any new tests on the unit. Their customer service will not allow me to speak with anyone beyond the supervisor of the facility. On top of this, they have promised to call me back on 5 seperate occassions and only called me back 1x.

    Anonymous 9/25/09 1:08PM

  • I personally request all customer of India pl. pl. pl. do not but any motherboard for PC. If you have the same then in future pl. donot go to services just throw & but Intel.

    Because ASUS Product is good but the way it handle in india( specially after sales service) is extremely worst then any other country in the world.

    ASUS Team in India is totally spoling image of ASUS Quality.Inspite of doing services or replacement it is better to throw this ASUS Baord in River because sure You will not get any services.

    If you belive me, pl. do this.

    Nishit 9/22/09 3:08AM

  • Asus is a joke. I bought one of their top of the line gaming laptops. The laptop has been sent back 3 times in the first month. The last time it came back the Widowns Vista was no longer reconized as an authentic serial number. It is still in repair and no one can tell me what is wrong with it or when it will be back. Their customer support is a joke. I've requested 3 times for a customer service manager to call me, but that has never happened. There is never a customer service manager on duty when you call. I've asked them to just give me a new replacement instead of fixing the laptop for the 3rd time in a row, and they said they don't do replacements. Yet their on hold voice dude says that they will. I wish I had spent my hard earned money on a good company.

    Gymbo 9/17/09 5:02AM

  • My defective G1S-A1 notebook has now been in Asus repair center for over a month. Customer Service gives me a run around. They did offer an inferior notebook as a replacement. I declined, told them I would be happy with a replacement with the same specifications. Now I just get told call back in 3 days because we have referred you issue to the repair center or HQ, depending on who I talk to. I have been told 3 different times to wait 3 days and have patiently done so. Asus support is a joke. Buyer beware.

    Unhappy Asus Owner 9/11/09 9:58AM

  • Asus nightmare - Never again

    Asus P5Q Deluxe was purchased on June 2009

    Results
    1) POOR Product: This insteable motherboard was incapable to powering off the CPU fan even when the complete PC was off. Additionally, it took out the PSU which has to be replaced

    2) MEDIOCRE SUPPORT: Their Customer support is barely reading the failure description. You have to do all trouble shooting for them

    Anonymous 9/9/09 6:08PM

  • I bought an asus laptop. They sent it with a faulty power chord and emailed me a form to fax to them. It has been a month and they still havent replaced the power chord which I can only get through them. They get their chords from another country and have poor communiacation with that source. Menawhile I have no computer use for a month, while I continue to pay for internet. Their computers are fine if they work but if something is wrong, youre screwed.

    Anonymous 9/7/09 9:18AM

  • do not buy ASUS laptop anymore
    their customer service is very poor , i sent my laptop back to them on july 28.09 , they got it on 7/29/09 , and fix it (change hard drive i think)
    they send it to me overnight shipping , I should get it on 8/6/2009, but they put wrong shipping address . so latop return to shipper on 8/14/09 , i called them update my shipping address..... and waiting ..
    I called them everyday, no one can tell me when will they send me ... no tracking number by email..
    until last Friday i talked to their manager ,the lady still can not give me when can i get it .. i lose my temper and she told me will find it ASAP.
    Finally last Saturday , they give me a call..find my laptop in repair center . the lady name is susan, she told me will send it out on monday 8/24/2009 monday , i should get it on tuesday (8/25/2009) ..you know what .. i still can not get it today.. they lie to me again.. i just called them , they told me 7:00 pm , can not reach their customer service want me wait for 48 hours...

    i really can not stand it .. DO not buy asus laptop....

    JACK 8/25/09 7:12PM

  • I would like to say I have been using this company for years in England and have never had an issue.until now with the USA side on the company please do not order parts for this bunch of Muppet's on there site it states
    Processing time: for all orders is up to 2 business days PRIOR to shipment. ASUS does not process orders during weekends or holidays.
    Right if you order parts On Monday and you pay for 3dr day shipping you should receive your order by Friday right that what you would think but no they told me when i called them and ask for my shipping fee to be refund as they have not given me that service they told me I paid for the to ship it out on the 3dr day what load of B.S
    I told them when I went to school 2+3=5 and then I was told i was stupid what the hell are they on so now I will get the credit card company to get my money back as their web site is misleading so there conning people out of paying more for shipping for 3dr day shipping but it's the taking the same time as ground

    stormlord 8/20/09 10:40AM

  • As an Asus owner and friend of an employee in the Technical support department of this company, I can only shake my head in agreement with regard to the dismal support record here. Asus technical support employees are offered ZERO training, seldom even see new products before being forced to support them (as of today, no one in Asus' North America Tech Support has laid hands on or has any technical data on the Essetio CM5570 or CG5290 PCs Asus sells through Best Buy beyond the most basic spec sheet - don't believe me? Call with any sort of technical question, like what BIOS options the units have compared to a 'regular' Asus board)and the is no interest by the technical support manager, or facility manager to change this. The ONLY thing support cares about is call volume - they get paid per call/email/chat, not by taking care of you. Taking your number for a callback, giving piss poor advice, 'not having a clue', etc is the norm,and the madder you get, the more you call or write, the more revenue tech support generates. As more and more of the experienced staff leave and/or are let go, the worse it will get, as there is no incentive for employees to get better or to help one another. Some idiot at Asus corporate thinks tech support should be about making profit, not servicing the product, and until that changes support will continue to suffer.

    James 8/5/09 7:38PM

  • There is not enough space here to detail how laughably incompetent ASUS support is. No published toll free line, confusing recorded menu, poor english from person who finally answered, failed to honor promise to ship next day, RMA tracking on web site cryptic and misleading, had to sign two legal documents accepting all sorts of evils they would do to me for not returning defective part, and finally they sent a part that was not even close to being compatible with my computer. I have to pay to ship the wrong part back. The $100 I saved on Eee netbook is not worth it. Heed my warning. Stay away from ASUS!

    Hal 8/4/09 6:12PM

  • Asus really takes the price, only ASUS could package a hardware product along with software that doesn't recognize the hardware it was meant for.

    Then like you all said, the only possible way to solve the problem is by yourself with the use of forums because you will never get a hold of an actual support person from Asus.

    Sent an email to tech support and got an automated response thanking me for contacting them, a note not to reply to the email and then no response or even a hint of a future response regarding my problem.

    great. never again will I buy an ASUS product, that is a certainty.

    Asus never again 7/30/09 3:20AM

  • My computer has been in repair for over 6 weeks. This is the worst experience I've ever had with customer service ever!!!

    It was delivered DOA(dead on arrival) and I mailed it in the same day. They have had it for over a month and a half. Everytime I call, they have a lame excuse and promise to "make a note to the supervisor."

    I have called over a dozen times and always get a different excuse. "We can't ask the repair shop, they're separate" "there is a replacement coming in" "I don't know"

    chris 7/29/09 5:43PM

  • I take back that last comment. Just got off with "support" because my laptop got wiped by a virus. Forgot how to hook up my wireless to it. Idiot keeps telling me to call HP even though printer is working fine with 2 other computers but wont get recognized by asus. I guess it depends on who you get on the phone. Last person was terrific. This guy was a moron.

    deb 7/16/09 12:30PM

  • Customer service is non-existent. Will NEVER buy any Asus product again!
    Monitor failed after a few week's use. Retailer refused an exchange (I think he knew he'd never get anything back from Asus!). Registered repair on-line. Three weeks later - nothing. Repair website a has been down every time we've tried it in the last couple of weeks.

    Ed from Stockport UK 7/9/09 2:30AM

  • This company has the worst support I have ever seen. They still cannot find my laptop for repair a week after they got it at their repair facility. I keep getting recordings and excuses. Don't buy one of these turkeys! ;-( Bob B

    bobby b 6/25/09 1:43PM

  • Hello,

    Will never purchase an ASUS product again due to tech support experience (various screw ups in a very simple RMA case, eg. failure to put recipient name on unit being shipped back, failure to send power cord with the package, etc.)

    However, despite these mistakes, what made everything infinitely more frustrating was the service experience. It appears that their "customer service/tech support" entails passing off the request or issue to someone else down the chain, while failing to follow-up or call back as promised.

    Whoever you reach when you call appears to have absolutely no power to do anything.

    Frustrated2808 6/18/09 8:52AM

  • Absolutely awful support. Looks to me like they want users to solve their own problems via the user forum. Getting through to an ASUS employee is just about impossible. Their web site is very, verrrry, slowwwww.

    NoMoreASUS4me 5/28/09 3:23PM

  • By far the absolute worst customer service, not to mention technology, I have ever come across. Word from the wise.....stay away from ASUS.

    LilLizXx 5/18/09 8:04PM

  • Dear Sir/Madam

    Just back in January we purchased a notebook ASUS model X83V, serial # 89N0AS164939377, in one of the Best Buy Stores in Puerto Rico. Unfortunately in less than two months the notebook is out of order, is not operating. What we have found after trying to work out a solution to the problem has been an unsatisfactory service and poor knowledge of our OWN regulations specially from customer service. Following is the nightmare we have been thru.

    March 8

    Called technical service spoke to Timothy. His service was nice and willing to help. His diagnose was a bad mother board and suggested to return it since the notebook only has less than two months.

    March 10

    Called and spoke to Josh. He issued a case number 328452.

    March 11

    In customer service spoke to Georgina. Georgina issued an RMA number (EI931583) in order for us to ship via FEDEX the equipment from Puerto Rico to California, USA. (document sent was attached). She sent via e-mail instructions on how to proceed.

    We are in Puerto Rico, an hour away from San Juan were FEDEX have offices. The notebook was left in a FEDEX regional offices and in our way back home we received a call from FEDEX that they could not air shipped the notebook because Puerto Rico is considered international and the shipping number you gave us is domestic. Now our notebook is in a FEDEX office, and we will have to travel again to San Juan (1 hour away), and on Monday. We call customer service, and that has been the worst part of the nightmare. Not only we receive satisfactory options in terms of having our notebook repaired while is under a full guarantee, the treatment and the way they handled our claim makes us think of prejudice and a total disregard for our just claim. We were transferred to phone extensions of a ‘supervisor” who apparently does not exist, we were transferred to a “supposed” claims departments that never took the phone extension, and finally we were transferred to the receptionist that hang on us.

    The simple question is: If you can’t provide the same service you give in the states, why do you sell your notebooks here then? Is that some type of prejudice? Do you think is reasonable for us to paid for shipping to get the notebook fixed when does not even have two months of use?

    Can you trained your customer service people to understand better your own “regulations”, so we here in Puerto Rico does not have to go through this nightmare?

    I suggest somebody to take note of this situation and call us immediately in order to deal the situation in a satisfactory way for both parties. I will take my claim to whatever authorities are necessary and will seek for a just remedy. There is no justice when you provide a second degree service to our people here in Puerto Rico, below what you offer in the US.

    I will also take this claim to the Best Buy management and will make sure that either they explain clearly that Puerto Rico does not enjoy the same service you provide to other “Americans” in the mainland and we end paying additional money for having our equipments repaired when under guarantee or simply stop selling your brand in Puerto Rico.

    Definitely we are frustrated and we will prefer to return the equipment for our money and not having to deal more with your company under this same circumstances I already explained above. We are looking for a reasonable explanation first and then to have our notebook working properly with some type of guarantee that if any other problem should exist, and we hope not, we won’t go to the same ordeal again.

    And finally, we expect an answer to this letter. Calling your customer service has been an ordeal and a nightmare, I expect somebody to call and offer us to solve the problem. Having nothing else to add, here are two dissatisfied customers.


    Best regards,



    Angel M. Pabon
    Carmen Janet Rosaly

    aptasador 3/13/09 4:30PM

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  • Never had an issue. got my laptop 2 months later the fan started going out. but i was expecting that given its a g71 and i game on it all the time. sent it in got it back in 2 weeks and was happy has not buzzed since. thank you asus.

    KOS 12/29/09 3:47PM

  • I lost my wireless connection and called ASUS for help. A very efficient representative (Brianna) was extremely helpful in helping me correct the problem. She was patient and provided me with information that will be useful to have for future reference. She was able to zero in on the problem and guide me through the process to reestablish my wireless connectivity in just a few minutes. Thank you!

    LWest 7/24/09 1:43PM

  • I have to say this was the best support experience ever! I came from Dell Hell where getting a person was impossible. I always, 3x, got a human in 5 minutes or less and they actually helped me! I would never buy Dell again-or HP who wanted $35 to tell me how to hook up my wireless printer to my laptop. Asus rocks compared to them.

    Deb 7/16/09 12:18PM



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