Asus Customer Service Complaints - page 3

Worst laptop support ever. I sent my laptop in for repair, they had it 6 weeks and still hadn't fixed it. It was a minor repair and for 2 weeks was told almost ready to ship. However every time I checked, still nothing done and would not provide time frame for when it would be done. This is after told case was escalated numerous times. Chat people gave no help or information for entire 6 weeks.

Send computer only if you can wait forever.

Customer Service is ignorant, obviously in my case, they do not have enough knowledge to answer, fairly simple questions
Tavis, I got twice and instead of conversing with me at all, he just left the chat.

Extremely disappointed, as I am trying to configure a laptop with peripherals, for my wife to work at home. So some basic technical questions, Tavis did not have any technical knowledge and did not even acknowledge me.
So customer service was 0

I am seriously over the customer service at this place! I bought my laptop in July 2019 and barely used it for six months until January 2020, at that time I started getting the blue screen of death repeatedly. I called ASUS directly and after looking at the laptop virtually they told me it needed on site support. I took it to Best Buy as directed. They kept it for two weeks, replaced the motherboard and upon return I still got the blue screen of death. When I got back with ASUS they said to send it to them directly so they can fix it this time. Another two weeks without my laptop to get work done - I get it back and you guessed it, blue screen of death as soon as I log on! I have now sent a note to the CEO of the company, and I am praying they will replace it or completely refund my over $800 expense, because I can't afford to shell out that much money again! Wishing everybody luck in navigating their lack of customer support

Called support 2/20/20. New Vivobook Laptop. Could not get Thunderbird email to install. Agent was abrupt and downright rude. He asked "Where did you get the Thunderbird app? When I told him I had downloaded the .exe installation file from the Mozilla website. He said can you get it at the Microsoft Store or the Chrome Store. (I had no idea). His reply was we do not support any app that doesn't come from those stores, so I cannot work with you. You need to contact Mozilla. I asked him if he knew what Thunderbird was. He replied "No". It was a terrible experience. I have since worked it out myself (with the help of the internet) and have been able to install Thunderbird. The Asus VivoBook is working well. I have also visited the Google Chrome store and THUNDERBIRD IS LISTED AND CAN BE DOWNLOADED FROM THE CHROME STORE. The agent needs training.

Phone display stopped showing around Thanksgiving. ASUS took 2 weeks to process my payment for the warranty (still covered under warranty but ASUS doesn't believe in repairing "Customer Induced Damage"). Took the complaint all the way up to Corporate who flat refused to help me, just empty apologies over and over. Finally a specialist processed my totally normal payment, but I got put in ANOTHER queue which took a week to order parts. they now claim they're "starting" but refuse to remove my phone from their "waiting" queue and say it's going to be another week. I might get my phone back by New Years! How long could you live without your phone?

I purchased a laptop 8GB Ram, it arrived with only 5.59 available and performed really slow. I called ASUS customer service and Tech. Tech said all that ram is used by built in applications. I've never had this be the case for that much used with any other pc I;ve owned. Talked to customer support to return the laptop and I was told they would not provide me a RMA nor a return label. I have to pay return shipping and that I will be charged a 15% restocking fee. The customer service department kept passing me on to the next person to the supervisor who was was disrespectful and inconsiderate to my issue and wasn't willing to resolve. The supervisor was aggressive with his tone and said he could not help me and it was up to the warehouse wether or not I am charged the restocking fee. Tech support did not try to problem resolve either. Very disappointed in the criminal type attitude that came from this company. Additionally they would not connect me with customer support to anyone in the US.

Reached out to customer support and tech support. Worst customer service. Out of the country company that lacks positive resolution. The overall tone of this company is very negative. It's more less, you bought it you own it and you can return it for a fee. Shocked by the lack of gratitude towards the customer one who reached out immediately with an issue once item was received.

I received a product with Ram issues and requested RMA. Horrible customer service. Rude by being very passively aggressive.

hello

I can t open the nvidi control panel because it says that theres is no installeded nvidia driver on the pc.its not true, i already installed the driver so i conected with the nvida and day said:
"From the report it seems that the onboard Intel graphics adapter is still enabled and could be the major cause of the issue. You would need to disable the onboard Intel graphics adapter in the BIOS and the Device Manager with the assistance of your motherboard / computer manufacturer before trying to install the add on graphics card and its drivers"
how can i disable the intel praphics adapter?

I have tried calling serveral times before and no avail unfortanelty. I have had previous tech who have had me on for long period of times that does not appear what to do or troubleshoot issues I am having with my laptop. I just purchase the labtop not long ago and no resoluction to my issues. I generally use it for business purposes. I am a bit frustrated to say the least. I have tried calling corporate office it is not 1000am est time but no one was available to speak to. If someone can call me from corporate office that would be great to discuss. He stated after requesting serveral times that is was no higher tech than him which I doubt being he appears to be reaching out to someone when I was on the call with him but still no resolution to the issues I am having thus far. I have not heard back from escalation regarding ticket and my issues I am having for some time now.

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My Asus Zenfone 3deluxe display got damaged in 17months.since last 2 months I am being kicked like a football from one pillar to other. Even after 2 months i am yet to receive a firm response from Asus service center. Least bothered about the customers. Even after writing direct emails to service center in charge, Asus service head didn't had the courtesy to reply or acknowledge. Seriously one of the WORST COMPANIES in terms of service. Sincere advise to all, If you have extra money and want to waste it then buy Asus products.

Asus will then tell you that your computer is outdated or in a period of warranty. You describe well bit its hard get the full information about this subject. So If you want to get full details about your warranty. Follow this to get assistance https://www.asussupportnumber.com/asus-customer-support/

I bought an ASUS notebook on 22.05.2017 in Lisboa, Portugal. With a few months of active and consistent use, the notebook began to function improperly for a few months, shutting itself down and restarting the system randomly (sometimes with a spacing of several weeks due to the little use it was given in the meantime) and interrupting abruptly important work calls via Skype, among other operations. I waited until the 4th \ 5th occurrence until I was sure that it was indeed a malfunction of the laptop and not any restart due to an update of the operating system. After this last occurrence (on January 2018), during which the sound of the notebook became a loud noise and after which the notebook turned off, I decided to go directly to ASUS (in my home country Portugal) to solve the situation.
The laptop came back with an unsatisfactory diagnostic report. No anomaly had been detected. As soon as I got home and tested the laptop, I noticed that the sound of it had worsened. Poor sound quality, although random, was more frequent. Extremely dissatisfied, I then decided to go to the shop where I had bought my computer directly (FNAC), explaining my previous situation with the technical support services of ASUS, to which I had submitted a formal complaint by e-mail at the time. The laptop was sent again for repair and returned without the charger (the shop was kind enough to lend me a charger until it was resent) and with the same sound problems as well as a new problem, having in the meantime turned on from suspension mode without any intervention from me (or anyone else). I returned to the shop. The notebook was resent for repair services (to ASUS).
After the 3rd shipment to repair the laptop, I tried to send a registered complaint letter addressed to ASUS. The letter was returned after giving me the wrong address by telephone. I have all the evidence regarding this episode, as well as all emails that prove the incorrect and confusing information regarding the address provided by ASUS. In the meantime, I decided to send a complaint letter through ASUS website (in Portugal) and I added an aggravating note due to the inaccuracy of the shared postal address.
After the 3rd shipment to repair the laptop, it returned with even greater problems in terms of operation. I returned the equipment again for repair and decided to resort to a Portuguese customer rights association support to resolve this situation. Subsequently, I received an email from the shop explaining that the 4th return was had the same diagnosis (nothing was wrong according to ASUS technical assistance services) and also with the aggravating factor: a diagnosis budget of 30 Euros. (no repair had been done and ASUS Portugal was asking me to pay a diagnosis budget.
I resent a formal complaint by letter to ASUS Portugal with a video showing the malfunction of the labtop. Someone called me and said they would take care of it (and help me) and that they would call me the following week. I have not received any call back since then (June 2018).
The shop where I bought my notebook identified the same technical problem as I did and sent a video to ASUS repair assistance. I haven't had access to my laptop since January. It's almost September. ASUS Portugal hasn't fixed the problem yet (totally within the warranty - I had to return the notebook 7 months after I bought it) and they haven't contacted me yet with a solution. I also made a complaint at the shop where I bought the computer.
This story seems almost unbelievable to me. I was advised by friends and at FNAC to buy the ASUS laptop in question but I am extremely dissatisfied with my purchase. I've owned computers for over 20 years and have never come across such a situation. I have never had a new computer that gave me problems in the first few months of use and I have never thought that it would be possible to have a problem and not be solved by its guarantee (in any situation or purchase made by me up to date). I bought an ASUS laptop because of its ethical production compared to other brands. It was my first experience with your brand and I am extremely sorry about it.
I therefore appeal to your integrity and support as a brand in order to resolve this situation as quickly as possible, in the best possible way. I am extremely dissatisfied with this situation, which has not only also made me lose a lot of time in vain as well as it has left me without my main working instrument, which is my right as your client (I have not been using the laptop for many months due to the numerous repair attempts and the notebook is formatted whenever this happens.
Best Regards,
Inês Souto Gonçalves

I bought my boss a charger off of Amazon for his Asus laptop. The charger came in with the incorrect plug size. I contacted Amazon and got my full return. Complete waste of my time. I contacted Asus customer service and was walked through by a representative who asked the model number, certain ID's, and some other information that I truly believed would help accomplish the goal of getting my boss his new charger. I was instructed to get on the Asus website, type in a number and click on the charger for $39.99. I ordered the plug and it was about the size of the one I ordered from Amazon. Now, I have another incorrect charger. I contacted Asus and they were no help, I informed a another customer rep. of this situation and he was no help at all. I was disconnected or hung up on and never received a call back.

Hello, I Have Tried To Contact Asus For The Last 2 Months With No Success, I Bought An Ausu Board And It Has Broken Down In 6 Months Or Less, I Contact Australia Asus And They Said To Possibly Call Us, As I Bought Of Ebay, Clearly A Big Mistake, I Have No Idea Who To Condtact In The Us And There's No Help With The Product Locally, Ion Aus, Amzon Are No Help, So How Can I Claim The So Called 3 Year Warrranty?
Serial No = G9m0ab073300 Part No = 90mb0lf0-m0aay0 Model= Z97-e/usb 3.1 -
I Would Just Like To Add I Have Never Evver Had Thisosrt Of Problem Returning Hdds, This Is Infact Appauling That One Person Passes Me Onto The Next And To Think I Had Such Faith In
Asus, We Pay As Consumers Top Doller For Asus, Otherwise We'd Be Bying The Cheapest Brandsat Least With The Cheqpo Brands We Don't Really Expect Any Service, However Asu Owes It's Buyers A Little More Repect As I Said We Pay Top Doller For What We Expect To Be The Best. Unfortunately, It Does Not Appear To Be As Good As I Thpought, Can You Help, Who Do I Go To For Help To Either Replace Or Fix The M/b

An agent, by the name of Ruel in Customer Care, would not give me his Surname or initial, nor his location. He was one of the rudest, unresponsive persons I have ever had the displeasure of encountering in any company I have called on the phone. Please listen to the recording if it is available -- you will be dismayed shocked and embarrassment. After he was unwilling to provide me with any useful assistance, I hung up and redialed and had the great pleasure of reaching David B (please see the high marks and commendations I gave David B). I might add that Ruel refused to connect me with a supervisor and, in fact, said that there was no supervisor, that he was the only person with whom I could speak.

I was very happy with customer support, they were empathetic and understanding. The big issue was that I learned my ASUS laptop is not compatible with Windows 10. I was asked to reload the system to an out of box environment, which I did. Four hours later my laptop was reloaded and operational ....... ONE BIG PROBLEM! The operating system was once again upgraded to Windows 10 home edition.



Needless to say my laptop once again has narcolepsy, it goes to sleep anytime I try to fill out any online form or type anything in MS WORD, TEXT or other program. If I just want to play games it works great. Guess you get what you pay for! Bottom line I will never purchase another ASUS product of any kind, and I'll be sure to tell my friends looking to purchase a new device.



To purchase a laptop send numerous hours trying to work on it only to have it be incompatible is a joke!



My next purchase will be an APPLE AIRBOOK! good bye ASUS and Microsoft

Please never buy anything from Asus. Seriously, the products themselves are usually great, but the consumer service can be a big problem. In my case, what happened is that I was about to send back my unit at the end of november 2017. Then I called back during my break, at the beginning of january. At first, I was told that everything was ok, I just had to send back the notebook. As it was the second time I was sending back the item to have it repaired, I expected to receive the instructions checklist and shipping label (Fedex). However, nothing was sent. I contacted back Asus, to ask for the documents.

I was told that the invoice is missing. That is where the problem really is. I had to send back the invoice twice, as it was rejected for being "not acceptable" without any further explanation. After that, I was sent back an e-mail saying that the warranty ended on January 9th of 2018. As I live in Quebec, the date format is different. The date was reading as "01-09-16" (Standing for 1st day of ninth month 2016). After a few calls to Asus, I had them to contact the seller. I confirmed with the seller that he said clearly that the date was canadian french format, standing for 1st of september, but Asus maintained its position and said that the seller even confirmed that date (january ninth).

Another call was needed by the seller, and I was told all would be great by the seller, after 7 or 8 call to Asus and 2 calls to te seller. However, to my surprise, I was told that the shipping was on my charge, to the opposite of what happened in november. WHY are Asus changing their mind and only contributing to make their image worse... I don't see the official answer if I need to pay it myself or not, but it is riduculous to have this other problem to get the laptop sent and maybe even not repaired, as it did the first time...

I bought the a Zenphone-3 laser 6-7 months ago. It was dropped and has a crack on it but working well. On the other had, there is a problem with the socket where the phone is charged. I cannot recharge it.
Then I sent the machine to Asus authorised service telling them "I don't want the screen to be replaced, I only wish the charging socket to be repaired or replaced".
They say that they could not change the socket only, had to replace the screen and charge 415 TL (109 $), can only replace the socket after charging the amount.
I tried to find another repair service but Those repair services told me that they can replace the socket without replacing the screen but they could not acquire the replacement part in Turkey.
Don't you think that is absurd.I just want to replace the socket and use the phone with the crack on it because it works very well but I cannot charge it because of the socket being broken.
I will never buy another Assus machine and do not recommend anyone to do it.It will be like throwing your money in the trash.

My experience was horrible. First, it took them 2 weeks to realize they didn't have the parts to fix my laptop so they waited another week to tell us that they would just send a new laptop. Now it has been another 3 weeks and they have done absolutely nothing.

Asus tier 1 support quickly assessed that they were not able to assist me after hearing of the troubleshooting steps i had already done with my ac3100 router. I do not hold them accountable to this as i am an IT professional. My gripe is that after holding for quite some time, the first representative told me i would be contacted by a product expert within 24-48 hours via email. When I was not contacted in this time frame i called back on a Saturday and after being on hold again for a while, i was told that weekends do not count for the turn around time and that i would be contacted by Monday or Tuesday at the latest. My initial call had been on a Thursday evening. I accepted this answer and asked for an email with a case number which i never received (i checked my spam filter). I called again the following Wednesday after hearing nothing and was told i would be transferred to an expert. After being on hold for over an hour, i spoke with Jhavonne who handled my problem and issued an RMA. I do not have a problem with the support itself as I am in IT Customer support and so understand the difficulties of the industry. My complaint is with the lack of follow through of what i was told would be done which was not and the amount of time and frustration i had to go through to have my problem actually addressed. It is ridiculous that i had to spend a week to have a hardware problem addressed when this device is being used for my work. The fact that neither of the tier 1 technicians followed through on their word (i acknowledge this may have been out of their hands with the hurdles of a large corporation) burned me the most. I hate being forced to become an jerk to get adequate support for an expensive product. The products are great but to get the good support you must become a dick.

*** UPDATE *** 9/12/2017 ... as you can see from my post below, ASUS reached out publicly and asked me to send cases numbers and they would help ... a great ploy for sure but, it is just posturing. To this date they still have done nothing and will probably do nothing. ASUS, I thought; was a good company until I had to try and use customer service and found that I was wrong and had been all along. My many apologies to those that I have recommended and rest assured, I will not recommend ASUS to anyone again and I have purchased my last product from them ... you have been warned about ASUS, stay away from them ...

I have been a fan of ASUS for a long time, my current build was in fact done with ALL ASUS products. The motherboard died and so I called ASUS customer no service because I had registered all my products and they would have all the info I needed on file to make a decision about the next step. Customer no service informed me that my warranty was up and I needed to buy a new motherboard, no problem; I bought the up graded new motherboard. I removed the old motherboard and installed the new one, after some updates everything is running great. I was wondering what to do with the old board and my wife reminded me that we still had all the boxes from the build in a spare closet, so I got the box and going through the box found out that the warranty was five years instead of three as I was told by customer no service. Being an ASUS fan, I thought "no problem" there must have been a mistake and they will take care of me. Was I ever wrong about that, what followed is the stuff of Tim Burtons real nightmares. I had never before created an account with ASUS, so I did and low and behold all the info was at my finger tips, dates, times, purchase info and WARRANTY info proving my case for me, problem solved right? WRONG, 7 plus hours on the phone, lots of time on hold, "sorry the customer support center doesn't have access to THAT info" was a great tag line. Submit this paper work in this format to this verification page and we will get back to you in a few days. What? this info is on ASUS.com site. I sent all the paper work only for ASUS to deny their own website info, that is not a joke. Hours spent "chatting" with a tech who said, "I understand your frustration." Really? You are the cause of it. This issue is still unresolved as of today ... shadily coercing people to buy new products and having a system that frustrates people and jerks them around works, to the detriment of ASUS. It is bad business practice and will be the last piece of ASUS gear I ever buy ... *** UPDATE *** 9/2/17 I was informed that I should get my old board repaired and sell it on e-bay and they were surprised that I would still be calling after all this time ... ASUS is sorry but, we have nothing for you .... WOW, I am sorry for ever recommending them and will not in the future recommend them ...

Howdy!



I returned my Flip chromebook underwarranty because it was freezing up. Then I received an email with a picture of it's corner badly dinged. It was not like that when I sent it.



If the packaging wasn't damaged, this must have occured in your facilities. Probably by being tossed.



Rosario did the best he could in an otherwise poor customer service environment.



Here's a challenge: Call the number WITH YOUR PERSONAL PHONE IN YOUR POCKET. You'll find scatchy sound that breaks up all the time. On multiple occasions I've heard people in a boiler room laughing and talking to eachother, but not to me. When the call is terminated, nobody calls me back.



I'm very unhappy with Asus, but Rosario did the best he could!



Chris Englund







And in the end

The love you take

Is equal to the love

You make.

--The Beatles