Asus Customer Service

User Reviews, Ratings and Comments



Asus customer service is ranked #40 out of the 940 companies that have a sportpref.ru rating with an overall score of 79.29 out of a possible 200 based upon 2806 ratings. This score rates Asus customer service and customer support as Disappointing.

NEGATIVE Comments

1,827 Negative Comments out of 2,806 Total Comments is 65.11%.

POSITIVE Comments

979 Positive Comments out of 2,806 Total Comments is 34.89%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Asus

    Customer Service Scoreboard

    • 79.29 Overall Rating
      (out of 200 possible)
    • 1,827 negative comments (65.11%)
    • 979 positive comments (34.89%)
    • 1 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 3.0 Issue Resolution
    • 5.0 Reachability
    • 3.3 Cancellation
    • 5.8 Friendliness
    • 5.1 Product Knowledge

Add your review!

Posted by acrilex


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...

Official company reply

Dear Valued Customer,

Thank you for your feedback and I certainly understand the inconvenience this may have caused. To help improve your experience with ASUS products and support please allow me to help follow up on your current RMA or the serial number of the product. Should you have any concern or questions, please contact me via email at [email protected] and I will try my best to help solve your issue as quickly as possible.

Best Regards,
Gayzel
ASUS Customer Loyalty

ASUS-USA 1/31/18 4:21PM

Posted by Sysiphos72


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.

Official company reply

Dear Valued Customer,

Thank you for taking the time to write a review. I certainly understand your concerns and apologize for any inconvenience this may have caused. I'm sorry to hear your previous experience with ASUS did not go so well. To help improve your experience with ASUS products and support please allow me to help follow up on your current RMA or the serial number of the product. If you need further assistance or have any other questions, please feel free to contact me at cl-gayzel and I would be more than happy to help.

Best Regards,
Gayzel
ASUS Customer Loyalty

ASUS-USA 11/7/17 11:36AM

Posted by 11111


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.

Official company reply

Dear Valued Customer,

Thanks for flagging this issue. We understand your concerns and apologize for any inconvenience this has caused. ASUS Customer Loyalty is dedicated to bringing resolution to all issues related to ASUS products. If you would allow, I'd like to follow up and investigate the RMA history. Please contact me directly by sending an email to [email protected] I'll be sure to do my best to resolve any issues. Please include your case or RMA number as a reference.

Best Regards,
Nestor
ASUS Customer Loyalty - US Support

ASUS-USA 10/11/17 4:41PM

Posted by jair bones


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.

Official company reply

Dear Valued Customer,

Thank you for taking the time to write this informative review. We appreciate your feedback on this matter and I will be letting the related department know about the issues you are experiencing for continuous improvements to ASUS Support. If you need help with a RMA status update or have any technical questions, please feel free to reach me at [email protected] I'll do my best to resolve any issues as quickly as possible.

Best Regards,
Nestor
ASUS Customer Loyalty - US Support

ASUS-USA 9/26/17 4:34PM

Posted by To New York


*** 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 ...

Official company reply

Dear Valued Customer,

Thank you for flagging this. We value your feedback and certainly apologize for this experience you've had thus far. ASUS Customer Loyalty is dedicated to bringing resolution to all issues related to ASUS products. I would like to investigate and resolve this issue as soon as possible, please email me at [email protected] Looking forward to assisting you further and again sorry for any inconvenience this may have caused.

Best Regards,
Nestor
ASUS Customer Loyalty - US Support

ASUS-USA 9/26/17 4:26PM

Posted by To New York


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 ...

Official company reply

Dear Valued Customer,

Thank you for flagging this issue. I sincerely apologize for the warranty mix up and that your issue has not been resolved. I would like to help investigate and resolve this issue for you if you can please contact me at [email protected] with any recent case/RMA or serial number as a reference. Again, I apologize for the delay and looking forward to your email.

Best Regards,
Nestor
ASUS Customer Loyalty - US Support

ASUS-USA 9/26/17 4:21PM

Posted by Chris


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

Official company reply

Dear Chris,

Thank you for bringing this issue to our attention. I'm sorry to hear about your Chromebook and negative experience with customer support. If you would allow, I'd like to follow up and investigate the RMA history. Please contact me directly by sending an email to [email protected] I'll be sure to do my best to resolve any issues. Please include your case or RMA number as a reference.

Best Regards,
Nestor
ASUS Customer Loyalty - US Support

ASUS-USA 9/26/17 4:15PM

Posted by Anonymous


I really do not know how to express my 20 min experience with her tonight. She knew I was frustrated, she stayed on point and resolved my problem very quickly.I have been on the phone for hours with Microsoft, my ISP and with by back up service, Acronis. She was direct, listened to my ramblings about what I have done to fix the problem. She knew how to fix this with a hard reset and yet she listened to me complain. She cut me off politely and directed me to follow her instructions. If she comes to you and tells you she got a better offer at another company, I would beat it and give her a company car! She was amazing and if she ever moves to Texas, I will find a place for her at my company!!



Thank you, Niqua, very very very much.

I appreciate your time, and thank you for all you did tonight. I appreciate your work ethic, and again, thank you. Enjoy the rest of your night



Jim childs

Official company reply

Dear Jim,

Thank you for your feedback. I apologize for the frustration but I'm glad Niqua was able to help you with your issue. I'll be sure to forward your positive review. If you need help with any technical questions or general inquiries you can reach me at [email protected]

Thank you for choosing ASUS.

Best Regards,
Nestor
ASUS Customer Loyalty - US Support

ASUS-USA 9/26/17 4:05PM

Posted by To New York


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 ...

Official company reply

Dear Valued Customer,

Thank you for bringing this issue into our attention. I'm sorry to hear about your difficulties during your time with ASUS Support. I'll be sure to forward your feedback to the Management Team to avoid these types of issues going forward. Please forward any RMA/Case # as well as your serial number to [email protected] I'll be sure to further investigate and do my best in resolving this case.

Thank you for choosing ASUS!

Best Regards,
Nestor
ASUS Customer Loyalty - US Support

ASUS-USA 8/29/17 9:37AM

Posted by gabriela


this is totally unacceptable, I bought in Nov a high quality laptop and ... surprise ! in service they had to change MB, thermo, sound, WLAN ... well, at least keyboard and the display is stil original. How can I have money back from Asus program on reliability?

Official company reply

Dear Gabriela,

Thank you for your feedback. Please accept our sincere apologies for any inconvenience this may have caused. Unfortunately ASUS warranty does not offer any type of credit or refunds. If you would like your recent RMA investigated please feel free to contact ASUS Customer Loyalty at [email protected]

Sincerely,
Frank
ASUS Customer Loyalty - USA

ASUS-USA 7/7/17 5:09PM

Posted by Lyrikthepoet


I called your Customer Service with a question about the new Zen Book S (UX370) because I couldn't find the pricing for it. I am currently on a tight budget of $1,000 and I heard Rumor that this Laptop was in that Range.



I spoke to Shanise S. And she was surprisingly very patient with answering ALL on my questions and even went a step further to look up some info on the retailer in my region.



I call plenty of customer service numbers in my line of work & this experience is in my Top 5 best ones. Be sure to send Shanise my best regards for being such great help with me today!




P.S BTW she is the reason I made my decision to purchase this model. If it wasn't for her help I would have moved on in my search for a different Laptop elsewhere.

Official company reply

Hello Lyrikthepoet,

Thank you for choosing ASUS. We appreciate you taking the time to post a positive comment. Should you have any other questions or concerns with ASUS products and support ASUS Customer Loyalty is also available for warranty assistance or any technical related issues you may have. Please feel free to send an email to [email protected]

Sincerely,
Frank
ASUS Customer Loyalty

ASUS-USA 7/7/17 4:50PM

Posted by ASUSnonService


After a couple of months my desktop unit would not boot. After multiple attempts to fix it by email over more than a week failed. I was told to ship it for repair on an RMA. Unit came back today - another 2 weeks gone. It boots but the system does not recognize the ssd. Win 10 was installed on the hdd instead. Device Manager does not see the ssd. The service shop sent a printout from their final testing routine. It listed every device and widget (they all passed), but the ssd does not even appear on the testing log. Phone support had nothing to say except to email me another RMA

Official company reply

Dear Valued Customer,

Thank you for bringing this to our attention. We sincerely apologize for any inconvenience this may have caused you. ASUS Customer Loyalty is dedicated to bringing resolution to all ASUS products which include warranty assistance or any technical related issues you may have. I'd like to follow up and investigate the RMA history for your ASUS desktop. If you can please send me a private message me with your recent case or RMA and I will certainly look into this for you. I can be reached at [email protected]

Sincerely,
Frank
ASUS Customer Loyalty - USA

ASUS-USA 5/16/17 10:08AM

Posted by IwillNEVERbuyASUS


asus sold me a laptop that was defective.

A month after I bought it, I would like a refund.

I'm told by asus I need to send my laptop in three times before they can replace it.

I want my money back. I paid for a working product. Not one I need to send back monthly. How can this even happen? I feel I would have the law after me if I did this to someone. Such a pathetic company.

Official company reply

Dear Valued Customer,

Thank you for your feedback. I'm sorry to hear your disappointment with our ASUS warranty policy. We regret to inform you ASUS warranty does not offer any type of credit, refunds, upgrade/model changes or new retail box replacements. Please contact place of purchase for these services. For more warranty details please see the following support page - https://asus.com/support/images/upload/7c230b5f-436c-45da-a905-f02120e2846d.pdf.

If this is past the return policy it will require sending in for repair unfortunately. If you would like me to personally assist you and help expedite the RMA process please feel free to contact ASUS Customer Loyalty at [email protected]

Sincerely,
Frank
ASUS Customer Loyalty

ASUS-USA 4/20/17 12:51PM

Posted by Anonymous


I had an issue once with an ASUS videocard. After the card died under warranty ASUS insisted I pay them to fix it. I told myself never again. 2 years later I bought an ASUS motherboard (maximus 6 formula) and again the motherboard died 2 years later. Still under warranty I contact ASUS for an RMA, I get the most understanding and nice gentleman on the line after waiting for 40minutes. He gave a great service, and issued an RMA but I am expecting to be jerked around for the next 3 months. I am not faulting the staff, because they have no control over the service, as it is corporate decisionmaking, but compared to the RMA I did with intel for a CPU worth 2x as much, its night and day.

Official company reply

Dear Valued Customer,

Thank you for your feedback. I'm sorry to hear your previous experience with the ASUS video card did not go so well. We understand your concerns and apologize for any inconvenience this has caused. To help improve your experience with ASUS products and support please allow me to help follow up on your current RMA. If you would like me to personally assist you with any type of status updates, ETA's or any other questions and concerns you may have, please feel free to contact ASUS Customer Loyalty at [email protected]

Sincerely,
Frank
ASUS Customer Loyalty

ASUS-USA 4/20/17 12:16PM

Posted by Gatorfan5555


I bought a motherboard back at the end of January to build a system, model Z170-A, current bios installed. From the beginning 8 times out of 10 it would boot to the bios screen but you could proceed to the OS, after 2-3 weeks all it would do is boot to the bios screen and nothing else, after dealing for hours with off shore tech support I finally got them to send a new one by giving a credit card and it does nothing, no post tone, NOTHING. I contacted them but the actual customer care is in the US and they only work Monday to Friday 8-5 so I could not call them, I asked for someone to contact me but all they can do is hide behind their email "we cannot send you a new motherboard or a refund" Disappointed with Newegg, they won't take that JUNK back either. This is the first of many social media posts to get the word out about ASUS's substandard products and service, in case anyone cares my cast number

Official company reply

Dear Valued Customer,

Thank you for bringing this to our attention. We sincerely apologize for any inconvenience this may have caused you. ASUS Customer Loyalty is dedicated to bringing resolution to all ASUS products which include warranty assistance or any technical related issues you may have. I'd like to follow up and investigate the RMA history for your ASUS motherboard. If you can please send me a private message me with your recent case or RMA and I will certainly look into this for you. I can be reached at [email protected]

Sincerely,
Frank
ASUS Customer Loyalty - USA

ASUS-USA 4/11/17 12:46PM

Posted by Bie Me


Worst Support On The Planet!!! Wait 45 Minutes. Got Someone Speaking Broken English. In Two Minutes They Hung Up On Me Because I Couldn't Understand What They Said. Bastards!!!!!!!!!!!!!!!!!

Official company reply

Dear Valued Customer,

Thank you for bringing this to our attention. We value your feedback and sincerely apologize for any inconvenience this may have caused you. If you are having trouble reaching ASUS Support another option is to contact ASUS Customer Loyalty. We are dedicated to bringing resolution to all ASUS products which include warranty assistance or any technical related issues you may have. Please feel free to contact ASUS Customer Loyalty at [email protected] Please include case # N170404248 as a reference.


Sincerely,
Frank
ASUS Customer Loyalty

ASUS-USA 4/3/17 9:33AM

Posted by Laura


I got an Asus z-170A motherboard and so far have been pleased with the set up ease and its power. However, I do not like that the RAM slots only clamp on one end. I was almost to the point of returning components, just becauee I hadn't clamped the RAM in far enough. It was a rookie mistake, but the only one existing was down, so anybody could have been fooled. Reassurance trumps asthetics. The customer service was friendly and made me feel confident, but SO SLOW. I called and hung up after 30 minutes waiting. They waited to email back for 3 days, which is tough when I was considering returning components.

Official company reply

Dear Valued Customer,

Thank you for bringing this to our attention. I'm sorry to hear our customer service response time was so slow. If you are having trouble reaching ASUS customer service another option is to contact ASUS Customer Loyalty. We are dedicated to bringing resolution to all ASUS products which include warranty assistance or any technical related issues you may have. For future reference please feel free to contact ASUS Customer Loyalty at [email protected]


Sincerely,
Frank
ASUS Customer Loyalty

ASUS-USA 4/3/17 9:46AM

Posted by Left Snow


Purchased a T100 Tablet over a year and a half ago and I have sent it in 5 times for the same battery issues. One time it did not work coming out of the returned box. Latest issue they will not even talk to me. Was told a supervisor would call none did. I called back and after 20 min on hold was hung up on.

DO NO BUY ANYTHING FROM THIS COMPANY - POOR QUALITY PRODUCTS DON'T STAND BEHIND THEIR PRODUCTS AND CUSTOMER SUPPORT WORST I HAVE HAD

Official company reply

Dear Valued Customer,

Please accept our sincerest apologies for any trouble or inconvenience this may have caused you. ASUS Customer Loyalty is dedicated to bringing resolution to all issues related to ASUS products. I'd like to follow up and investigate the repair history for your ASUS T100 tablet. If this was sent in within the past 90 days there should still be warranty coverage.

If you can please send me a private message with full details and I will certainly look into this for you. Please feel free to contact me at [email protected]

Sincerely,
Frank
ASUS Customer Loyalty

ASUS-USA 2/24/17 4:30PM

Posted by Danny


You know that 5-year warranty that is included in a motherboard purchase? Well, used toilet paper has more value.

NEVER NEVER NEVER again will I purchase anything from that deplorable dishonorable company

Official company reply

Hello Danny,

Thank you for your feedback. We sincerely apologize for any inconvenience this has caused. ASUS Customer Loyalty is dedicated to bringing resolution to all ASUS products which include warranty assistance or any technical related issues you may have. Please allow me to follow up with your ASUS motherboard warranty to confirm if there is still coverage or if there is anything we can do to assist.

If you could please send me a private message with your serial number and/or any recent RMA/Case number and I will certainly look into this. Please feel free to contact me at [email protected]

Sincerely,
Frank
ASUS Customer Loyalty

ASUS-USA 2/24/17 4:12PM

Posted by JW


I was just notified that my laptop was being returned unrepaired. I have requested multiple times, including when I called, to speak to an upper level manager. I was only allowed to speak to the lower level customer service people who fed me lip service and did not elevate my request to the appropriate person. The service I received from your repair department has been deplorable. No one answered any of my disputes on the estimate for repair. My laptop was incorrectly diagnosed and an estimate was forwarded to me based on that incorrect diagnosis. I disputed this several times. Receiving no responses, I had to call your repair department because clearly contacting a client over repairs of their unit is of least importance to the department. Since no contact information was provided in the estimate email, it was necessary for me to contact online chat to get that information. When I spoke with a customer service person I was told the estimate stated the incorrect diagnosis but the price of $410 was correct. I know this part is used in other Asus products that hold a 2 year warranty. I also know that the part can be obtained direct from the manufacturer for under $200. When I disputed the price I was told I would receive a corrected invoice that would also reflect the largest discount available. That discounted estimate reflected a less than 10% discount. I again submitted a dispute in writing. Again, no one answered this dispute. I then sent an email through my Asus product account and received an auto response I would be contacted within 48 hours. That also was a lie. No one contacted me. Now I've received notification, after live chat and repair service were closed for the day (which seems to be common practice with Asus) stating my unit was being returned unrepaired. This is unacceptable. The service, or more accurately, the lack of service is not what I would expect from such a large company. I purchased my notebook for $1500, which I realize now would have been better spent with another brand. I have requested with each dispute I submitted to be contacted by an upper level supervisor. My requests for assistance were ignored. It appears Asus is only interested in collecting inflated repair costs and not customer service or retention. I want to speak with an upper level supervisor, if there is one who is actually interested in customer service. Is anyone available or am I wasting my time?

Official company reply

Hello JW,

Thank you for bringing this to our attention. Please accept our sincerest apologies for this experience you've had thus far. ASUS Customer Loyalty is dedicated to bringing resolution to all issues related to ASUS products. Please allow me to help follow up and investigate your recent RMA here with ASUS. If you can please private message me with your case or RMA and I will certainly look into this for you. I can be reached at [email protected] I look forward in hearing from you.

Sincerely,
Frank
ASUS Customer Loyalty

ASUS-USA 2/24/17 3:56PM

Posted by beto1000


Asus took a Zenbook on warranty repair a month ago. They damaged it in the shop, then used that damage to invalidate the repair claim and sent me a bill. They refuse to take responsibility for the damage they caused and are sending the laptop back to me in worse condition than when I sent it in. Avoid these poorly made, more poorly supported products. Dell Corporate Headquarters Precision series are working great for me now, I recommend you avoid anything ASUS.

Official company reply

Dear Customer,

Thank you for bringing this to our attention. We value your feedback and apologize for any inconvenience this may have caused. ASUS Customer Loyalty is dedicated to bringing resolution to all issues related to ASUS products. It's unfortunate to hear the ZenBook was damaged. I'd like to help follow up and investigate you recent repair. If you can please contact me directly by send an email to [email protected] Please include your case or RMA number as a reference.

Sincerely,
Frank
ASUS Customer Loyalty

ASUS-USA 2/1/17 5:51PM

Posted by Gtx970


> Hi there, Merry christmas !!!

> And now is my problem with pci generation, make who can't help me to

> resolve this problem ?

> Problem is : After changing vga, before it was AMD HD6970 PCIe x16 gen2,

> now is ASUS 970 strix PCIe x16 gen 3.

> Motherboard is Asus P9X79 LE ( BIOS v.0405, i put the PCI lane in GEN3)

> Processor : IntelÃ?â??Ã?® CoreÃ?¢ï¿½Ã?¢ i7-3930K CPU @ 3.20GHz

> RAM: 16 GB.

>

> I was make with command promt as administrator in DOS - force-enable-gen3,

> but it still not have a results.

> In nvidia control panel and GPUz show the same PCIc16 gen2

>

> Or my processor will support pci e 16 gen 3 ?

Posted by Anonymous


I would not recommend Asus to anyone. I have been trying to get my note book fix for over 2.5 months and still is not fix

Official company reply

Dear Valued Customer,

Thank you for bringing this to our attention. We value your feedback and certainly apologize for this experience you've had thus far. ASUS Customer Loyalty is dedicated to bringing resolution to all issues related to ASUS products. We would like to help investigate and resolve this issue for you if you can please contact us at [email protected] with any recent case/RMA or serial number as a reference.

Sincerely,
Frank
ASUS Customer Loyalty - USA Support

ASUS-USA 12/21/16 12:29PM

Posted by Vlad


Asus customer service and support, after product purchase is horrible, aweful and disgustingly cheatful. I had to send my unit back for reapir and replacement 4 times and every time the laptop was returned to me with a different problem caused by their repair centre. It took them all together 5 months to try to repair the unit ...without any success, "every time saying it will take between 7-14 days" and it would take a lot more . Eventually they decided that they will give me a replacement unit that broke down again in 4 months after replacement and now they want me to pay for the repair and on top of that that was not just any ASUS laptop, but one of ROG Republic of gamers laptops that caost 1300 pounds. Disgusting.... don't buy with ASUS ever !

Official company reply

Hello Vlad,

Thank you for taking the time to post a review for ASUS products & Support. We value your feedback and sincerely apologize for any inconvenience this has caused. If there is anything we can do to assist you and help investigate further please send us an email to [email protected]

Sincerely,
Frank
ASUS Customer Loyalty - USA Support

ASUS-USA 12/21/16 12:14PM

Posted by Surodey


The phones that support native VoLTE to be used on Jio's network must have these three things.

1: A chipset capable of establishing a secondary bearer for IMS. In english (:P) a VoLTE enabled chipset.
2: A radio interface library, that has been coded to interact with the VoLTE hardware and expose VoLTE calling, management and reporting APIs so that the phone OS can communicate with it.
3: An Operating System that has support for detecting and calling the VoLTE APIs exposed in the Radio Interface Library.

The chipset vendors like Qualcomm, Mediatek, HiSilicon etc provide the VoLTE enabled chipset.

The Mobile manufacturers like Apple, Samsung, LG, HTC etc provide the Radio Interface Library.

The OS vendors like Google (Android), Apple, Microsoft, Ubuntu Touch etc provide the VoLTE dialers.

By this post, it seems that we have the requirements 1 and 3. We need 2, that is the radio interface library, which needs to be provided by Asus.

Asus making us fool by giving reply that zenfone max doesn't support VoLTE

Add your review!

Posted by Riven


I can't say enough about David B. He took a personal interest in my computer woes and worked with me for several days to find a solution.
If anyone from ASUS actually reads this. Give that man a raise!

Thanks David!

Posted by Adrian H.


Adrian H. did a great job in resolving my problem quickly.

He is a great asset to your company.

Posted by Anonymous


Aaron C. Was very helpful on Wed. 2/7/18, when he walked me through the process to reconnect my computer to the WIFI. I'm very appreciative.



O

Posted by Frank


I was in the process of purchasing parts for my rig; when I required assistance in the purchase of my ASUS MAXIMUS X HERO (WI-FI) motherboard and peripherals.

I spoke to George P. at customer support and found him to be knowledgeable and diligent in his answers to my questions.

Posted by Anonymous


Seth P. was awesome and took the extra time needed to work on my problem. I think he is a BIG CREDIT to your company. And thanks for excellent customer service that is getting more rare to experience these days.

Brent Corwin

ASUS Service N

Posted by Anonymous


Seth P is knowledgeable, friendly, professional and demonstrates a superb grasp of customer service. In my opinion he actually cares about his job and the cucustomer.



Thank you Seth,







John Basting

Project Manager

Posted by Old PC Geek


Most recent experience with ASUS customer support was very well handled and they took a good amount of time to understand the situation and work through it until resolved. It was a relatively complex, uncommon situation that in the end, turned out to not even be an issue with the ASUS motherboard BIOS. But, they made sure that it finally was resolved and even called back to ensure that everything was working.

I've generally had very professional and responsive customer support from ASUS and would not hesitate to continue to use their products.

Posted by Emily L


I was having major internet problems, Dwight from ASUS went above and beyond to help fix my wifi and even stayed super poliet when i gave him a little attitude

thanks for the great service Dwight

Posted by Anonymous


I want to complement Diandra for the level and quality of her assistance today. She provided knowledgeable, courteous, patient and informative service, deepening my impression of Asus as a company to rely on for my computer needs present and future. Thank you for demonstrating your high level of customer respect and attention. V. Lofther

Posted by VET5555


Orville R Is A Credit To Asus - I Would Give Him Tens Across The Board, Nothing Less.

I Would Like Asus To Gear Up For Pc Assistance Via A Connection Between Computers Wherein The Expert Takes Control Of Our Pcs And Fixes The Problem In A Fraction It Takes Via Phone Conversations. I Have No Problem With That - It's All A Matter Of Trust. I've Been Doing It For 20 Years. I Have Never Had A Tech Abuse The Privilege. Peter Basciano

Posted by Anonymous


Please put in Chevelle C. ASUS Service Center records that she was so nice and knowledgeable. Chevelle C. Was outstanding on trying to help me when I am so frustrated with Asus on price gouging. Please also tell her thank you for her caring and trying to help.

Posted by Warrior


I want to give praise/credit to your agent
Sanjea P (in Jamaica).
He was very professional, helpful and knowledgeable. He helped me solve a problem I was having with my ASUS laptop--not a defect, but how to use an app!.

Thanks to ASUS for allowing us to receive free technical support over the phone--greatly appreciated!!! I have only good things to say about my 'gaming laptop'--it exceeds my expectations. I've used many different computers over the years, and my ASUS laptop is the best!
Keep up the great service and great products.

Posted by Anonymous


10. The tech was patient, cordial and informative. He resolved my problem.
I give him a 10.
Thank you so much.
JWF

Posted by Anonymous


Thanks to Ricardo C. my issues were dealt with quickly and efficiently. I had no way of getting the latest drivers for my board so I submitted the issue to ASUS support. The next morning I checked my email and to discover that he had hyperlinked direct downloads for my board, and also the software I needed to update My bios. I found that my experience with ASUS support was prompt, clearly understood what the problem was, and quickly resolved. I am very pleased with the support I recieved, and have been building computers for over 2 decades, and have always used ASUS motherboards, because they have never failed me. This is definately a testimonial to ASUS' quality, and customer care.

Posted by Anonymous


Asus laptops look nice BUT as they use proprietary drivers, FORGET about updating to the latest Intel drivers. You'll get an error, moreover you will NOT be able to obtain the latest efficiency, features or security patches. Not just a minor problem!

Posted by MarcelE


I could not find the battery health utility on my system and emailed ASUS support. Within 10 minutes Adrian emailed back a link to the install. It took 1 minute to install and configure. Done!!

Posted by Faith


Overall I had a midrange experience with Asus repair, I was disappointed to not receive any updates on my repair until I initiated communication with customer service, I depend pretty heavily on my laptop and was sort of on a deadline for when I needed it back, and ultimately it was shipped just in time, so not having any idea when it would be finished was extremely frustrating. I did have very positive interactions with customer service, they were able to answers the questions I had within a day and helped get things updated for me.

Posted by Anonymous


Thank you very much for this great service. I have received my laptop today. I am honestly so thankful for all you have done. You have been very supportive from the customer service to actually fixing my laptop and sending it back in such a fast period of time. I have never seen such a great service, and thank you again very much. My laptop has been broken and through great customer service i have shipped it directly to you and you have fixed it immediately.

Posted by Anonymous


As technology grows so do the challenges. Great to know I can get the quick, accurate service and quality of solution! Much, much thanks to ALL that aided in resolving my issues that had NOTHING to do with product defect!

Posted by Anonymous


I am happy with ASUS support. They respond very quickly and clearly instructions.

Posted by Eric


I have never been dissappointed by Asus Customer Support. They are always clear and understand concerns with the product very well.

Posted by Larry M


My Asus Zenphone 4 Max would not turn on today for some reason. In a panic I went to the Asus website and sent off an email asking for help, thinking I would hear back maybe next week. With in MINUTES Adrian H. responded and got my phone working again. That is FANTASTIC service. I can't thank you enough, Adrian!

Posted by Anonymous


Attention: ASUS Management team

Recently we had a conversation with Seth P. regarding our purchase of 2 computers, 2 Large Screen monitors with eye-care technology, and Docking station.

We had some questions and when we called ASUS we were fortunate enough to out in contact with Seth.

We wish to let you know of the excellent service we received from Seth.
He spent a lot of time with us and completely answered all our questions to our satisfaction.

We never felt rushed, as he spent all the time we needed, and was very courties and responsive to all our questions.

As a result of his help, we purchased the following ASUS products :

Desktop computer
ROG G20CI

Monitor
ASUS Designo Curved MX34VQ 34" UWQHD 100Hz DP HDMI Adaptive-Sync Qi Wireless Charger Eye Care Frameless Monitor

Laptop computer
ROG G752VS OC Edition (7th Gen Intel Core)

Monitor
ROG SWIFT PG348Q

Docking station
ASUS USB3.0_HZ-1 DOCKING-STATION


Sincerely,
Larry and Lyudmila McLennan

Posted by Anonymous


At this time I would like to thank and commend Shantelle S for being so patient and helpful in helping me to solve my problem. She reassured me on several ocassions when I needed. to relax and do the right thing. Shantelle patiently walked me through the whole procedure and thanks to her we got it done.

Posted by Anonymous


Rodean L. of your Service Team was excellent. He was very patient with me as I explained the issue I was having. By the end of the call my problem was resolved. Hopefully the rest of your team gives this very high level of service.

Submit your comment

Posted by AnonymousV


I would recommend ASUS employment to anyone that wants to be apart of a well established company. Management is understanding and fair.

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Customer Support
510-739-3777
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888-678-3688
Motherboard and General Product Support
812-282-2787

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