Asus Customer Service

User Reviews, Ratings and Comments



Asus customer service is ranked #37 out of the 946 companies that have a CustomerServiceScoreboard.com rating with an overall score of 81.07 out of a possible 200 based upon 2864 ratings. This score rates Asus customer service and customer support as Acceptable.

NEGATIVE Comments

1,831 Negative Comments out of 2,864 Total Comments is 63.93%.

POSITIVE Comments

1,033 Positive Comments out of 2,864 Total Comments is 36.07%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Acceptable Overall Customer Service Rating

  • Asus

    Customer Service Scoreboard

    • 81.07 Overall Rating
      (out of 200 possible)
    • 1,831 negative comments (63.93%)
    • 1,033 positive comments (36.07%)
    • 1 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 3.0 Issue Resolution
    • 5.1 Reachability
    • 3.4 Cancellation
    • 5.8 Friendliness
    • 5.2 Product Knowledge

Add your review!

Posted by mirriormirror100


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.

Official company reply

Dear mirriormirror100,

We appreciate you bringing this issue into our attention, and please accept our apologies for the unfortunate customer support experience. ASUS Customer Loyalty is dedicated to bringing resolution to all issues related to ASUS products. If you would allow, please provide us with your product serial number or ASUS case number so we can collaborate towards a solution. You can contact me directly by sending an email to [email protected] I'll do my best to resolve any issues as quickly as possible.

Thank you for choosing ASUS!

Best Regards,
Adrian
ASUS Customer Loyalty - US Support

ASUS-USA 7/17/18 10:55AM

Posted by Sam Bakopoulos


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

Official company reply

Dear Sam,

Thank you for taking your time in writing this review, we value your feedback. It is unfortunate to hear that your board failed after 6 months of use and that you were not happy with the customer service you've received. I am with the U.S. Customer support team, and I can help you with the warranty process. If you are still experiencing any difficulties with your motherboard, please contact me at [email protected] so I can gather more information to better assist you towards a resolution. I'm here to assist our customers with our products and dedicated in bringing a resolution to all issues that they may come across.

Thanks for choosing ASUS

Regards,
Justin
ASUS Customer Loyalty

ASUS-USA 7/17/18 11:15AM

Posted by Anonymous


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.

Official company reply

Dear Valued Customer,

We appreciate you bringing this issue into our attention and please accept our sincerest apologies for the unfortunate customer support experience. If you would allow, please provide us with an ASUS case number so we can further analyze the case notes to avoid these types of issues going forward. ASUS is dedicated in providing an outstanding support experience across all ASUS support channels. If you need personalized assistance, please feel free to contact me at [email protected] or chat with an ASUS live support agent 24/7 at http://bit.ly/AsusLiveChat.

Thank you for choosing ASUS

Best Regards,
Nestor
ASUS Customer Loyalty - US Support

ASUS-USA 3/5/18 3:23PM

Posted by jdern


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

Official company reply

Dear Valued Customer,

Thank you for sharing your ASUS product review but it's unfortunate to hear about the troubles you've encountered with your notebook. Which version of Windows 10 did you initially purchase? Have you already tried updating your notebook BIOS to the latest revision for the latest CPU microcode? âIf you need assistance with any techincal questions, you can reach a 24/7 live chat agent at http://bit.ly/AsusLiveChat or you contact me via email at [email protected]

Thank you for choosing ASUS!

Best Regards,
Nestor
ASUS Customer Loyalty â US Support

ASUS-USA 3/5/18 3:13PM

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 cl-[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

Add your review!

Posted by shimzdimz


My ASUS laptop stopped working a few months after my purchase. Thanks to Candice H, The shipping and repair process was able to start immediately. She emailed me the link to buy and print a one way shipping label so I could send in my laptop for repair or replacement. Thank you ASUS for having efficient and helpful customer service reps like Candice H.

Posted by I don't know


Loutian H provided me with superb service with my call regarding a Asus tablet. Loutian H has the dedication and excellence with his knowledge and customer service approach that I'm excited about with Asus. Thank you Loutian H

Posted by Seth P. ASUS Service Center


I Had a great expriance with Seth P.

at ASUS Service Center.



He was VERY helpfull.



Thank you again for a great service!!



Yehoshua Chincholker.

Posted by N/A


I know nothing about computers and Jovine walked me through and helped me solve my problems. What a great agent and fantastic company. Thanks a million. -John

Posted by screen name of whom? the repres


This letter is written to the management of Asus responsible for Customer Issues.

My comments originate from an interaction with one of your Customer Care Representatives name Stephan P.

The essence is this:
Solving the customers problem, while being the first half of the service being provided, is greatly influenced by the second half of the service.
That second half is in making the customer feel good through authentic interaction.

For example, I called Asus because my Serial Number did not work when I attempted to respond to a request for it. Stephan P found the
Answer in minimal time. I had made a mistake and had forgotten a letter. That is the first half.

But the second half was that he sensed I was embarrassed. In my mind that mistake revealed something about my character that I did not like.
Through calm and easy exchange of conversation, which might be perceived as a waste of time since the conversation was not aimed at solving
"the customer's problem"....I began to relax and feel better. Who knows what he said. What mattered is that he recognized the problem was more
than the serial number. It was also about me leaving Asus feeling good about myself. Stephan P. did that.

I hope the management at Asus is astute enough to recognize that the human part should be included in customer care (as Stephan P did). That may
be difficult as Asus is derived out of engineering excellence and the stereo type image of an engineer is to not be socially adept.

Perhaps an executive might take the time to visit Stephan personally. No need for awards or communal praise. Just quietly go and adjust
One's posture to make the executive's eyes at the same level as the eyes of Stephan P. and thank him for exceptional service. For going
Beyond.

Respectfully,
Bil

Posted by Adrian n1806153226


Outstanding services provided by Adrain

Posted by MikeofInterwebs


I spoke with Jerome on the phone, to restore internet connectivity. He was patient and upbeat for over 40 minutes, sending me a downgraded version of my router's firmware, and patiently guiding me (several times) on how to bavigate the Android file explorer in my phone to locate, extract, and upload the file. Quite obviously, I could not have done it without him. His positivity, and general ability floored me. Great experience for what is so often such a frustrating situation. So glad I can keep my Asus router working, and return to my internet. JEROME, I thank you!

Posted by Jermaine M


Support provided by: Jermaine M.

Amazing engineer and perservered through to the end with helping me resolve my issue. Would highly recommend this guy as one of the best technical engineers I've spoken within in a long time (I work in Systems engineering so i speak to a lot of them).

Keep up the good work and if you have more people like Jermaine, i'm sure your support center will or does get extremely good feedback and positive ratings :)

Posted by Ajk810


I recently built a new PC, and had some issues with the boot process. Customer Service Representative, Adrian C, was very helpful and resolved my issue in a reasonable time and manner. He was very helpful, understanding, and overall very pleasant to work with. I have used ASUS motherboards and components for over a decade now and I can firmly say that they are top of the line in both performance and in customer service. I am very happy with my decision to stick with ASUS and I look forward to using the new system I built.

Posted by Nikolai Lash


Seth P. took awesome care of me, helping me fix the issue I had with my ASUS laptop.

Posted by George P


An Agent by name George P was very useful in resolving my technical issues, we were on this for couple of days and the issue was successfully resolved through his support

Posted by mike


Mario2 M did a wonderful job today by helping me with my router.


He was patient and understanding. I truly appreciate it and it is great to find

someone who performs customer service as well as he does.


Thank You Asus and Mario2 M!

Posted by Gerry


would like to compliment the online and telephone Asus support Ruel D. recently provided to me when I was having computer issues that were overwhelming to me. As a retired nurse I use my Asus computer to communicate with my family and friends and share photos and truly enjoy it ... until I recently and unknowingly got involved with a computer scam that greatly interfered with my computer operation. I really needed help to get it restored.

While I can follow precise directions, computer support terminology is way over my head. When I was having difficulty understanding what Ruel was directing me to do, I asked many questions and became anxious about it all. Ruel calmly and patiently gave me guidance to get my computer working again in the manner in which I was used to. He kindly reached out to me with email and telephone follow-up on our interaction about the support he provided me with. All of the above was greatly appreciated. He is definitely an asset to your Asus support team. I wish to thank him and all of the Asus support for helping me restore my computer. It now works great again and I would share my wonderful experience with Asus Support to all who ask for a computer recommendation. Again, many thanks.

Posted by Spencerdoug


I had a very positive experience with the product support agent, Adrian. He was very informative and educated and all his efforts towards my problem. He is definitely an asset to your company

Posted by Anonymous


The support personnel were knowledgeable extremely heplfull

Posted by Anonymous


Jerado P. did a magnificent job of remaining professional and patient while he was helping me fix my computer issue I suspect more call in customers are more than a bit frustrated and have difficulty with the instructions given to them by the service techs. I'm one of those people. Throughout the entire ordeal, Jerado P. was Exactly what a customer wants and a business need to succeed. THANKS, Jerado!

Posted by Peter


Jowayne B demonstrated exceptional customer service today in response to my issue. He seemed knowledgeable about Asus products and solved my problem far more quickly than I was anticipating. I have several Asus computers now. All are satisfactory. I will continue to purchase Asus products because I have confidence I will be treated fairly in the event service is needed.

Posted by Anonymous


Jowayne B is a very good technician and communicator. He quickly recognized my problem and gave me the information I needed to solve it. He is not the only excellent technician you have in customer technical support. I have owned more than one ASUS product and over the years have been very impressed with the company. Thank you all!

Posted by Anonymous


I can't say THANK YOU Enough!!! Needing help with my Asus Laptop - I used my I-Phone for help - I was directed to "asus.com". The first thing I say was - CALL US English Speaking - System Product Support: 1-888-678-3688 - So - I called - answered a few prompts - and then - the Greatest Guy Ever in Computer World - Andre W. - answered my call! He resolved my concern and so much more! There isn't enough space to write how helpful, intelligent, understanding, and polite this man was! He certainly is an Asus ASSET! Thank you Andre W.! God Bless - Carole Case Saturday 5/26/2018 Approximate Time: 12:30 PM CST-USA

Posted by Seth was my rep


I called to ask a question I did not think could be answered easily. Fortunately I had the pleasure of getting Seth as my rep. Not only was he knowledgeable but he was friendly and easy to talk to. Also he is an extremely good listener which is very important. As a business owner in the IT industry I just wanted to let your company know that because of Seth I will not only continue to use your customer support but I will also continue to use and promote your product. Thank you

Posted by Anon


I made a phone call into asus tech support at around 3 in the morning during my college finals week on a Monday. I was immediately put in contact with a representative with absolutely zero wait. Furthermore, my representative Jamario D. was exceptionally friendly, knowledgeable, and helpful. Jamario D. immediately resolved my issues which were driver related following a recent clean reinstall of windows. Even better, he gave me recommendations on how to better maintain drivers in the future. Overall, I could not be happier.

Posted by Anonymous


Seth P. solved my mousepad issue even though my laptop hadn't been bought at proper reseller (which I thought).

Posted by Rasheed


Excellent customer service!!!! Many thanks to the representative! He was patient and courteous. Please extend my gratitude to him.

RD

Posted by Anonymous


I was having trouble getting my wireless printer to work with my new ASUS wireless router. I called once and accidently got disconnected (cell phones). I called right back and worked with Michael S. A couple of questions we established that I had not connected my printer to the router wireless network. Michael S. stayed with me while I connected giving advice as we went. I connected and was printing in a matter of minutes. This was a simple problem to recognize and resolve. But, your customer service (Michael S.) was there when I needed help. I almost purchased a Netgear router but the salesman advised me that Netgear had crappy support. He also mentioned that ASUS had very good customer support. CUSTOMER SUPPORT counts. I have told several of my good experience with ASUS support. When I shop for electronic gadgetry in the future your customer support will heavily influence me to buy ASUS again.

Suggestion

I would find it tremendously helpful If you would include in "set-up" procedures to connect ALL devices to the ASUS wireless network.



I have given you a very positive feed back concerning this experience.



Michael S was polite, helpful, Knowledgeable, and friendly. Kudos to him.

Posted by Anonymous


Jahvon L. has been very knowledgeable, friendly, professional in solving my issue with Asus product.

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

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