Customer Service Scoreboard
Dear Sam,
Thank you for writing a comment for the product.
We certainly understand your disappointment with the quality of the repair and the inconvenience this may have caused. All ASUS products undergo intensive quality control testing and inspections during the service or repair process, this is a random problem. If the flickering screen still persisted, we recommend sending the laptop back for service again.
To resolve the flickering screen issue on your end, please ensure the chipset and video drivers are up to date, and all WINDOWS update are current. Also, please try to connect the laptop to another known good power source or AC outlet and away from electronic or electrical devices that maybe generating excessive electrical or RF noise. Uncleaned power source or faulty electrical or electronic device that is generating excessive electrical noise can disturb static-sensitive devices or components in the laptop and may cause the screen to flicker.
If you need further assistance, please email me at [email protected] and I would be more than glad to help. Or, you are most welcome to call Product Support Hotline at: 1(888) 678-3688. Also, you can chat with an ASUS live support agent at: http://bit.ly/AsusLiveChat.
Thank you for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 10/14/22 2:13PM
Dear Radphy,
We certainly understand the incovenience this may have caused if you experienced issues after upgrading the firmware on the router.
Normally, firmware updates are tested, qualified, validated before being released to end-users, this is a random problem.
If you need further assistance in resolving the issue, please email me at [email protected] and I would be more than happy to help. Or, you are most welcome to call Product Support Hotline at: 1(888) 678-3688. Also, you can chat with an ASUS live support agent at: http://bit.ly/AsusLiveChat.
Thank you for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 9/23/22 9:15AM
Dear Dwuuds,
We do understand your disappointment and inconvenience this may have cause if you are experiencing slow system speed or performance issue.
If you purchased one of our laptop or a desktop PC, this issue is temporary during the initial WINDOWS setup and before installing cumulative WINDOWS Update, regardless what brand name of computer this may be. This may take a longer time depending on the network traffic from the update server and the stability of your high-speed internet service. Also, laptop will do several system reboot, black screen temporarily or restart during the update process.
Once initial setup and WINDOWS Update installation completed, system speed or performance will be optimized. Keeping Windows updated will maintain optimum system stability and performance.
If the above-mentioned steps were already performed to no avail, please try to run a diagnostics or optimization test using the "My ASUS" utility software or application. If this is not pre-installed on the laptop, please download the application at the Microsoft Store. For details on how to use "My ASUS", please go to: https://www.asus.com/support/FAQ/1041686/.
While accessing web applications, please ensure the laptop has access to an established router and internet service is working properly since this will definitely affect system speed and performance.
If you need further assistance, please email me at [email protected] and I would be happy to help. Or, you are most welcome to call Product Support Hotline at: 1(888) 678-3688. Also, you can chat with an ASUS live support agent at: http://bit.ly/AsusLiveChat.
Thank you for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 8/17/22 9:55AM
Dear Valued Customer,
Thank you for your comment.
We do understand the inconvenience this may have caused.
If you are experiencing issues with our website or you need further assistance with the monitor, please email me at [email protected] and I would be more than happy to help. Or, you are most welcome to call Product Support Hotline at: 1(888) 678-3688. Also, you can chat with an ASUS live support agent at: http://bit.ly/AsusLiveChat.
Thank you for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 8/10/22 9:28AM
STILL awaiting details on the new Asus x670 motherboards, website STILL says wait and yet the Zen4 CPU's come out in August 5th! NOT impressed ASUS!
Customer waiting to buy but I can't choose the motherboard yet as you haven't released the details yet!
I have asked Asus's general support chap but even they couldn't help, sadly!
N.
Dear Valued Customer,
We do understand your disappointment and the inconvenience this may have caused.
There was a delay in the release of the product due to the disruption in the global supply chain. We are diligently working with our partners to have this resolve as soon as possible.
Should you need further assistance with the product, please email me at [email protected] and I would be more than happy to help. Or, you are most welcome to call Product Support Hotline at: 1(888) 678-3688. Also, you can chat with an ASUS live support agent at: http://bit.ly/AsusLiveChat.
Thank you for patience and understanding. Also, our gratitude for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 8/10/22 9:20AM
asus are really scummy, i have a strix g15 (5900hx + 3070) which was a really expensive purchase for me, it had a minor stuttering issue and when i sent it for rma they replaced my good motherboard with a defective one that had gpu issues and made it unusable, i went from having non frequent stutters to having constant crashes and gpu artifacts that made my laptop a brick. they now keep dodging me and won't even give me my original motherboard back. absolute worst customer service
Dear Hassan,
Thank you for your comment.
We do understand the inconvenience this may have caused, your dissatisfaction with the quality of the product you received and your recent customer service experience. All ASUS products undergo intensive quality control testing and inspections during the service process, this is a random problem.
We do value our customers and take negative customer service experience very seriously. This is not the quality of service expected from ASUS. We do stand behind our product and we continuously strive to improve our approach and processes in order to achieve customer service excellence.
If you still need further assistance with the product, please email me at [email protected] and I would be more than happy to help. Or, you are most welcome to call Product Support Hotline at: 1(888) 678-3688. Also, you can chat with an ASUS live support agent at: http://bit.ly/AsusLiveChat.
Thank you for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 8/10/22 9:14AM
One star is far too much for the horrible service and experience I am having with Asus. I cannot believe what a lousy product I purchased (Asus laptop) and what a poor service their technical support are offering. It is unacceptable that after hours spent on the phone with them because my new laptop (under warranty) crushed when (at their recommendation) I did a hard reboot, they asked me to go to Best Buy to have my data retrieved and then mail it to them for repairs. Which means I have to pay Bestbuy for recovering my data and I have to pay for mailing of the laptop. Let alone the fact that I will have to buy a box. And all that is happening while my laptop is under warranty. They know nothing about technology and it is so frustrating to deal with such low level customer support. If you value your hard worked for money, do not throw it on Asus products, it's not worth.
Dear D,
We do understand the inconvenience this may have caused, your dissatisfaction with the quality of the product and your disappointment with the recent customer service experience.
All ASUS products undergo intensive quality control testing and inspections, this is a random problem. System crashing or unstable can either be software or hardware related. Keeping Windows updated will maintain optimum system stability and performance, please ensure Windows and drivers are up to date.
If the above-mentioned steps were already performed to no avail, please try to run a diagnostics or optimization test using the "My ASUS" utility software or application. If this is not pre-installed on the laptop, please download the application at the Microsoft Store. For details on how to use "My ASUS", please go to: https://www.asus.com/support/FAQ/1041686/.
Also, while accessing web applications, please check if the laptop has access to an established router and internet service is working properly and stable since this will definitely affect system stability and performance.
ASUS warranty only covers hardware repair, data backup and recovery is not provided, no company in the industry does this for free.
We do value our customers and take negative customer service experience very seriously. This is not the quality of service expected from ASUS. We continuously strive to improve our approach and processes in order to achieve customer service excellence.
If you need further assistance with the warranty service for the product, please email me at [email protected] and I would be more than happy to help. Or, you are most welcome to call Product Support Hotline at: 1(888) 678-3688. Also, you can chat with an ASUS live support agent at: http://bit.ly/AsusLiveChat.
Thank you for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 7/21/22 9:21AM
I bought an Asus gaming notebook in 2019, had to send it in immediately, because of fan issues, and sound issues, those were never resolved and I had to just put up with a terrible laptop. Now years later I tried to reapply the thermal paste and opened up the device for the first time only to realize that they had busted the screws on the fans and it's impossible for me to remove without risking breaking the notebook. This is inexcusable.
Dear K,
We do understand the inconvenience this may have caused, your dissatisfaction with the service quality of the product. All ASUS products undergo intensive quality control testing and inspections during the repair or service procedure, this is a random problem.
We do value our customers and take negative customer service experience very seriously. This is not the quality of service expected from ASUS. We do stand behind our product and we continuously strive to improve our approach and processes in order to achieve customer service excellence.
If you need further assistance with the warranty service for the product, please email me at [email protected] and I would be more than happy to help. Or, you are most welcome to call Product Support Hotline at: 1(888) 678-3688. Also, you can chat with an ASUS live support agent at: http://bit.ly/AsusLiveChat.
Thank you for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 6/22/22 5:12PM
A couple months ago, I purchased an Asus laptop (UX582HS-XH99T). I have returned it to ASUS repair three times. ASUS currently has my laptop. In fact, ASUS has had my laptop more than I have had it. The issue is that the sound stops working after a short period of time. The first time this happened, customer service told me to delete the sound drivers. I did that. It worked for a short period of time and then stopped working. This is when they had me send my laptop to Jeffersonville, Indiana the first time. I receive the laptop back after they replaced the speakers. This did not fix the problem. The laptop sound worked for a short period of time and then stopped. I would have to reboot for the sound to start working, but then it eventually stopped. ASUS had me send the laptop back a second time. This time, they reimaged the machine. They returned it. This did not fix the problem. Again, the sound would stop after a period of time. I returned my laptop a third time. ASUS currently has my laptop. Apparently, they are ordering parts. They have had my laptop for almost two weeks now. When I check the message on their repair update site, I read that they will contact me in three days. I have yet to be contacted. I paid over $3000 for the laptop. I am very sorry that I purchased an ASUS laptop. It puzzles me how they are unable to figure out the issue with my laptop. It appears that their post-repair quality check procedures are flawed. If they had a thorough process, they should be able to duplicate the issue. Therefore, not only is the ASUS product flawed, it appears their customer service and quality check procedures are flawed. Unfortunately, I checked their customer service ratings and ASUS scores in the mid-80's out of 100. This is very poor. Having spent nearly 25 years in IT, I know that a company should have no less than 90% if they want to be considered "average." I'm sure that when this message posts, I'll receive the usual "I'm sorry to hear that you are having issues; we'll look into your problem." Customers do not want to hear these tired old lines and most of us are savvy enough to know these are stall tactics. ASUS knows the customer has little recourse. My only remediation tools are social media and to continue returning the laptop to ASUS until they fix the problem. Since this isn't rocket science, the issue seems to be two-fold: 1) poor product quality and 2) poor repair service and quality checks. I now await the standard apology and empty promises.
Dr. Robert K. Green, Ph.D.
Dear Dr. K. Green,
We certainly understand your disappointment with the whole repair ordeal and the inconvenience this may have caused, and your dissatisfaction with the quality of the product and your recent customer service experience. All ASUS products are manufactured in compliance with industry's quality stndard and each product undergoes intensive quality control testing and inspections, this is a random problem.
We do value our customers and take negative customer service experience very seriously. We do stand behind our product and we continuously strive to improve our approach and processes in order to achieve customer service excellence. If you need further assistance with the warranty service for the product, please email me at [email protected] and I would be more than happy to help. Or, you can speak to an ASUS live support agent at: http://bit.ly/AsusLiveChat.
Thank you for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 4/29/22 3:55PM
Bought a pre-built gaming computer from ASUS through BestBuy. A BIOS update from the MyASUS app bricked the Motherboard and it was no longer usable. (I have a temporary motherboard so I know all other components work and that the problem is with the MB.) Had to call several times for a customer support agent to even generate an RMA. Their automated service kept telling me to call BestBuy who would tell me to call ASUS.
I sent in the motherboard because thats what was proven to be wrong with the computer. It took ASUS a month to process the item to even begin repairs because the serial number of the motherboard did not match that of the whole computer I purchased. They then attempted to charge me for the motherboard replacement even though the computer I purchased was under warranty stating that I would need to send back the entire unit if I wanted my product serviced.
I then disputed the charge stating that the computer I purchased was under warranty therefore the motherboard which is a part of the computer is also under warranty. They continually refused to replace the broken component eventually forcing me to take back the broken motherboard. Even if i had sent back the whole computer the outcome would have been the same it would have simply just cost me 5 times as much shipping.
I would advise against purchasing an ASUS product as they have no intention of honoring your warranty. It is clear that ASUS does not care about its customers. The only redeemable quality was that the support agent wasn't rude even though she knew little to nothing about the products or how to support them.
Dear Valued Customer,
We do understand the inconvenience this may have caused, your dissatisfaction with the quality of the recent customer service experience.
We do value our customers and take negative customer service experience very seriously. This is not the quality of service expected from ASUS. We do stand behind our product and we continuously strive to improve our approach and processes in order to achieve customer service excellence.
If you need further assistance with the product, please email me at [email protected] and I would be more than happy to help. Or, you are most welcome to call Product Support Hotline at: 1(888) 678-3688. Also, you can chat with an ASUS live support agent at: http://bit.ly/AsusLiveChat.
Thank you for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 4/5/22 2:45PM
ASUS Customer Service/ Support Business Practice, (Lacking)
Scenario: ASUS offers three applications, MyASUS, Armoury Crate, and AI Suite 3 that provide driver & utility updates. All of which end up being older versions compared to their drivers posted to their website, and currently on my system. For example, RAID/ SATA driver on my system is dated 2021, after the update, the driver date was 2020.
Another issues that is under MYAsus/ Customer Service there are more than one driver and utility being offered under one particular category. As mentioned before, RAID/ SATA drivers. There were two listed. You have to review the version number, digit by digit to decipher whether it is new or older than the driver option underneath. Companies, including Intel, date their drivers and utilities. This practice is less time consuming for the End User.
Microsoft is another problem. When I perform a clean install of Windows 10/ 11, I install all my system drivers. Then, when Windows scans my system for updates, I get hit with drivers updates with ASUS signature attached. In turn, Microsoft is providing drivers that are newer than what ASUS is releasing. I noticed this particularly with the Intel graphics driver.
Communication: Lacking. They sent me a form. I immediately filled it out and sent it back to them. They indicated that they didn't receive it. I checked, the email was in my "sent" folder, and an electronic receipt was generated through MS Outlook verifying transmission was successful. Which means it hit their email server. Language barrier is also a problem. I do not enjoy having to decode their instructions due to their inability to speak the English language.
Contact Numbers: Numbers that are offered in the Manual (Dated 2021) are becoming obsolete. I tried a few and got absolutely no where. I had to google, ASUS Customer Support.
I come from a long history of only purchasing Intel boards. Unfortunately, they stopped manufacturing their motherboards in 2014. Not once did I have to call Intel on any issue upon installation. Their documentation was straightforward, and diagrams were large enough, that you didn't have to second guess.
Finally analysis: I experience better results googling my issues. Don't forget, there are others that are experiencing the same issue as yourself.
Dear TheInspector069,
We certainly understand the inconvenience this may have caused you regarding driver updates for our products. We normally recommended using Windows default drivers since these are digitally signed. We only recommend ASU drivers if an issue exist.
Should you need further assistance with the product, please email me at [email protected] and I would be more than happy to help. Or, you are most welcome to call Product Support Hotline at: 1(888) 678-3688. Also, you can chat with an ASUS live support agent at: http://bit.ly/AsusLiveChat.
Thank you for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 4/5/22 2:37PM
Bought an ASUS netbook last September 12, 2021, in less than a year the netbook will not turn on when on battery mode even if its 100 percent fully charge, when you remove the charger it will turn off even if its 100 percent fully charge, it will only turn on when its plugged in. Already sent it to the service center and still they are looking into the problem. I emailed ASUS and requested for a replacement and hopefully they will respond to my request. Its my first time to use ASUS and with only less than a year felt bad to encounter such issues which i have not experienced with the other brands. It's disappointing.
Dear Candy,
We certainly understand your disappointment with the product and the inconvenience this may have caused if there was a delay in receiving your laptop back from service.
All ASUS products undergo intensive quality control testing and inspections, and are built to last, the laptop not powering on in battery mode only is a random problem.
In regards to the repair or warranty service, normal turnaround time within 7 business days once it was received from the service center.
If you still didn't receive the laptop back from service and you need further assistance, please email me at [email protected] and I would be more than happy to help. Or, you are most welcome to call Product Support Hotline at: 1(888) 678-3688. Also, you can chat with an ASUS live support agent at: http://bit.ly/AsusLiveChat.
Thank you for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 9/10/21 11:22AM
Asus is a terrible and horrible company.
Your information is NOT secure as they have people working from home.
The last representative hung on me.
Tammy and Zack are the CEO office, but their phone numbers change without notice.
I fully regret ever doing any business with Asus.
They don't follow-up.
I'm still waiting for my buy back money
Which on one follow up.
Calling them is a dead end.
Dear Valued Customer,
We do understand your disappointment with customer service and the inconvenience this may have caused.
We do value our customers and take negative customer service experience very seriously. This is not the quality of service expected from ASUS. We do stand behind our product and we continuously strive to improve our approach and processes in order to achieve customer service excellence.
If the issue was still not resolve and you need further assistance with the warranty service, please email me at [email protected] and I would be more than happy to help. Or, you are most welcome to call Product Support Hotline at: 1(888) 678-3688. Also, you can chat with an ASUS live support agent at: http://bit.ly/AsusLiveChat.
Thank you for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 9/2/21 4:33PM
It is my recommendation not to buy ASUS products as when the warranty expires the FEES start mainly because tech. support don't know what there doing laundry have a survallance system which needed the controls loaded because Microsoft eliminated internet explore which it worked originally so the new browsers needed to have the controls loaded which ASUS wanted to charge to laod the controls they are operating on a big money situation.
Dear Valued Customer,
We do understand the inconvenience this may have caused, your dissatisfaction with the quality of your recent customer service experience.
We do value our customers and take negative customer service experience very seriously. We don't charge a fee for technical support on our products. This is not the quality of service expected from ASUS. We do stand behind our product and we continuously strive to improve our approach and processes in order to achieve customer service excellence.
If the surveillance system in the laundromat is not working properly, we recommend contacting the device manufacturer for expert advice. ASUS doesn't provide technical support for third-party hardware or device. However, if you are experiencing issues with our product, you are most welcome to call Product Support Hotline at: 1(888) 678-3688. Also, you can chat with an ASUS live support agent at: http://bit.ly/AsusLiveChat.
If you need further assistance with the product, please email me at [email protected] and I would be more than happy to help.
Thank you for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 9/2/21 4:25PM
Hello,
I bought my asus rog strix laptop 2months ago with 1year insurance and 3year of warranty but i forget to watch the manufacturing defect like fanissue,become hot too fast,battery issue,all usb point are defected,ether net point is also defected, and even now motherboard and ram issue also came now laptop was not working even not on also so i want my refund or replacement of new laptop otherwise i will file a complain against asus.
Thankyou
Dear Valued Customer,
We certainly understand your disappointment and the inconvenience this may have caused.
All ASUS products undergo intensive quality control testing and inspections, problems you are experiencing with the laptop are random.
It is normal for the laptop, with the same hardware configuration and regardless of the manufacturer, to generate more heat than normal while under heavy load especially during gaming, WINDOWS Update and antivirus scan. When system resource utilization is high, this will generate more heat than normal and tends to trigger the fan to spin at full-throttle. Please ensure the air ventilations are free from obstructions in order to have an efficient air flow for better heat dissipation. While gaming, please ensure no resource hungry applications are running in the background, this will definitely spike the temperature. The heat or temperature does decreases or normalizes once system resource utilization goes down.
Normally, ASUS provides one year warranty coverage, if product was purchased brand-new, in order to fix or repair any hardware or part that stop working prematurely under normal usage. Since multiples issues occur, we recommend sending the laptop in for service in order to determine the root cause and have these issues resolved.
If you need more information or further assistance with the warranty for the product, please email me at [email protected] and I would be more than happy to help. Or, you are most welcome to call Product Support Hotline at: 1(888) 678-3688. Also, you can chat with an ASUS live support agent at: http://bit.ly/AsusLiveChat.
Thank you for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 9/2/21 3:40PM
I purchased a monitor that was 144HZ. Never able to get to 144HZ even after following ASUS suggestions. Been working on this problem for months. Finally told to send monitor in for service . I followed directions and even took pictures packaged unit with packing peanuts and sent it off. Received email that they received my unit and sent pictures showing unbelievable damage. I sent my one pic although I have 2 more, but was not able to send all three. Now they want to charge me the the full cast of what I paid for it or they'll send the damaged unit to me. The company stinks and so does the warrantee. No more ASUS products for us and definitely not through Walmart
Dear Valued Customer,
We certainly understand your disappointment and the inconvenience this may have caused if you are being charged for the repair.
Base on our records, the monitor was received damaged. Since this is a shipping related issue, we recommend that you resolve this sipping damage from the shipping company.
If you need further assistance with the repair or service for the product, please email me at [email protected] and I would be more than happy to help. Or, you are most welcome to call Product Support Hotline at: 1(888) 678-3688. Also, you can chat with an ASUS live support agent at: http://bit.ly/AsusLiveChat.
Thank you for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 9/2/21 3:26PM
Whether you throw your money in a garbage can or buy an asus product the outcome will be the same. I would strongly urge anyone to stay far away from this company. I bought a brand new asus laptop in June 2020, in August 2020 the motherboard went out while I was out of town for work. I had to buy a cheap computer just so I could finish my job. Sent the laptop in for repair in September. Didn't hear a word for a month until I complained and then they said they had to send it to another repair facility. No updates whatsoever throughout the whole process. Finally today December 10 2020 almost three months to the day that I sent it in for repairs I have received a package but the computer they sent back to me belongs to someone else. I just called support and explained the situation and the person hung up. Worst experience of my life with a computer company and their support team
Dear Valued Customer,
We would like to express our sincere apology for the inconvenience this may have caused you.
We do value our customers and take negative customer service experience very seriously. This is not the quality of service expected from ASUS.
If you need further assistance with the warranty service for the product, please email me at [email protected] and I will be more than happy to help. Or, call Product Support Hotline at: 1(888) 678-3688. Also, you can chat with an ASUS live support agent at http://bit.ly/AsusLiveChat.
Thank you for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 12/17/20 10:24AM
Hi
Got asus zephyrus s the laptop has problem gone in for repair 4 time now that i keep emailing them they offered a replacemnt unit and when i agreed on a model and the they confirm to proceed with the offer of replacement the next day they say the laptop is not available. It has been 4 month back and forth worst company to buy a laptop from never get anything from this company.
Dear Valued Customer,
We do understand the inconvenience this may have caused you and the dissatisfaction with the quality of your recent customer service experience.
We do value our customers and take negative customer service experience very seriously. This is not the quality of service expected from ASUS. We continuously strive to improve our approach and processes in order to achieve customer service excellence.
If you still didn't receive the replacement laptop that was provided and need further assistance, please email me at [email protected] and I will be more than happy to help. Or, call Product Support Hotline at: 1(888) 678-3688. Also, you can chat with an ASUS live support agent at http://bit.ly/AsusLiveChat.
Thank you for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 11/30/20 12:19PM
I bought an ASUS, the company shipped it to my address via fedex, without a signature, they left it in the lobby and was stolen,
I never got the laptop, been 2 weeks im calling and checking with ASUS for a refund, and they are trying to shy away from an answer. I mean who send a laptop without a signature? it is not a pizza. ASUS is one of the most unprofessional companies i worked with, it was my first time i order an ASUS laptop and my last
Dear E,
We certainly understand the inconvenience this may have caused you if you didn't receive the laptop back even though Fedex tracking information shows that it was delivered to your correct address.
Usually, customer who never received the package, but was delivered, needs to file a lost package claim from the shipper, which is Fedex. If this was not done yet, we recommend that you please do so.
If you need further assistance, please email me at [email protected] and provide the Fede lost package claim number and we will do our best to help you. Or, call Product Support Hotline at: 1(888) 678-3688. Also, you can chat with an ASUS live support agent at http://bit.ly/AsusLiveChat.
Thank you for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 10/16/20 9:47AM
bad customer service from people don't have full access to our profil,,,cheap labor from far country to save money. My repair product it's return to the wrong address...have to call them back again to fix the tracking address number because they don't know how to read a address of they customer. OMG. they ship my package as far than 20 hours by car ahahahah so stupid...I got my product all registered on my account, sent paper wit all the info and they find a way to ship to wrong place. I do Miss HP customer service 1 million time better they this expensive product for so poor customer service!
Dear Chantel,
We do understand your dissatisfaction and disappointment with the quality of your recent customer service experience.
All ASUS customer service agents or representative are well-trained in order to provide a pleasant customer service experience, this is a random problem. We do value our customers and take negative customer service experience very seriously.
We continuously strive to improve our approach and processes in order to achieve customer service excellence. We are grateful from concerned customers, like you, who value the importance of world-class customer service quality.
If you are having issues with the product and about customer service quality, please email me at [email protected] and I would be more than happy to help. Or, call Product Support Hotline at: 1(888) 678-3688. Also, you can chat with an ASUS live support agent at http://bit.ly/AsusLiveChat.
Thank you for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 10/8/20 2:51PM
I purchased a ASUS Prime X-570 Pro mother board in April 2020. It failed in July 2020. When I was trouble shooting the problems a retainer clip for the PCI slot broke loose. This issue was not related tot he mother board's malfunction and would not have happened if the mother board had not malfunctioned BUT ASUS used it as an excuse to not honor the warranty of their product. In fact the entire process was flawed with failures to respond to requests for a RMA to a process designed to look for reason not to honor warranty.
Dear MJWarde,
We absolutely understand if you disagree with the results of the diagnostics and analysis performed on the product.
We do value our customers and take negative customer service experience very seriously. This is not the quality of service expected from ASUS. We fully stand behind our product.
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If you need further assistance with the warranty service for the product, please email me at [email protected] and I would be more than happy to help. Or, you can speak to an ASUS live support agent at http://bit.ly/AsusLiveChat.
Thank you for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 9/3/20 4:13PM
Dear VG278,
Do understand the inconvenience this may have caused you, your dissatisfaction with the quality of the product and your recent customer service experience.
All ASUS products are in compliance to industry's quality standard and each one undergoes intensive quality control testing and inspections, and are built to last, this is a random problem.
We do value our customers and take negative customer service experience very seriously. This is not the quality of service expected from ASUS. We do stand behind our product and we continuously strive to improve our approach and processes in order to achieve customer service excellence.
If you need further assistance with the warranty service for the product, please email me at [email protected] and I would be more than happy to help. Or, you can speak to an ASUS live support agent at http://bit.ly/AsusLiveChat.
Thank you for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 9/3/20 4:01PM
I am nearing 3 months on a repair on a brand new laptop I sent to ASUS. The RAM was damaged, and it was a simple repair. I thought.
I have contacted customer service multiple times with little information.
When a charge was sent me for my repair, I had issues paying it and called to confirm if the payment was received. The customer service representative said "oh yeah it's all good." Cut to two weeks later, I get a call saying my repair has been delayed because of issue with payment.
Weeks later I call customer service again for a general update. The representative informs me my laptop has shipped and was delivered! I was happy but confused, I had never received a tracking number. It wasn't delivered. I asked the representative for the tracking number, and doublechecked for myself with them on the line. They had given me the tracking number for when I shipped the device TO Asus, all the way back in April. This representative practically made me do their job by checking the tracking number. Then they said they would escalate my case and I would be contacted in 48 business hours. Weeks pass I call again.
Still waiting for my laptop, that just needed the RAM replaced.
Also your phone survey never works. I have called 6+ times in the past 2 and half months. It's as if you don't want to hear how disorganized your operation is.
I will never send my laptop Asus for repairs again, and honestly you all should send me some free stuff because it should not be this difficult to fix a BRAND NEW LAPTOP.
Please reply with some substantial response.
Dear Grahamercy,
Certainly understand your dissatisfaction with the quality of your recent customer service experience, and the inconvenience this may have caused you due to the delay in receiving the laptop back from repair.
We do value our customers and take negative customer service experience very seriously. This is not the quality of service expected from ASUS.
We continuously strive to improve our approach and processes in order to achieve customer service excellence.
If you still didn't receive your laptop and need further assistance, please email me at [email protected] and I would be more than happy to help. Or, you can speak to an ASUS live support agent at http://bit.ly/AsusLiveChat.
Thank you for your patience and understanding.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 7/10/20 10:15AM
I have bought ASUS VIVOBook two months ago. It fan started terrible Noise. I have sent it to Lab for repair since 17 days still they are not able to repair a small defect. I found that they are telling lie to the costumers, their customer care teams haven't any credibility just like their company. It is waste of time and money for me.
Dear Adil,
Do understand your concern about the fan noise. It is normal for the fan to spin at full-throttle and generates noise louder than normal while the laptop is under heavy load, especially during the initial WINDOWS setup and WINDOWS Update installation.
Also, the fan noise will be louder while antivirus software or malware are running continuously in the background. Please do a full system scan to ensure the system was not compromised by viruses or malware.
When system resource utilization is high, this will generate more heat than normal and tends to trigger the fan to spin at full-throttle and noise will be louder than normal. It does decreases or normalizes once utilization goes down.
If the above-mentioned steps were already performed to no avail, please try to run a diagnostics or optimization test using the "My ASUS" utility software or application. If this is not pre-installed on the laptop, please download the application at the Microsoft Store. For details on how to use "My ASUS", please go to: https://www.asus.com/support/FAQ/1041686/.
Should you need further assistance with the product, please email me at [email protected], or call Product Support Hotline at: 1(888) 678-3688, and we would be more than glad to help.
Thank you for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
Thank you for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 7/10/20 9:57AM
Dear Bethany,
Certainly understand the inconvenience this may have caused you and your dissatisfaction with your recent customer service experience.
All ASUS products undergo intensive quality control testing and inspections, and are built to last, this is a random problem. Normally, ASUS provides one year warranty coverage, if product was purchased brand-new, in order to fix or repair any hardware or, part that stop working prematurely under normal usage.
We do value our customers and take negative customer service experience very seriously. This is not the quality of service expected from ASUS.
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If you need further assistance with the product, please email me at [email protected] and I would be more than happy to help. Or, you can speak to an ASUS live support agent at http://bit.ly/AsusLiveChat.
Thank you for choosing an ASUS product.
Regards,
Rodel
ASUS Customer Loyalty
ASUS-USA 6/23/20 10:28AM
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