Asus Customer Service Complaints - page 2

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 81.14 out of a possible 200 based upon 2867 ratings. This score rates Asus customer service and customer support as Acceptable.

NEGATIVE Comments

1,831 Negative Comments out of 2,867 Total Comments is 63.86%.

POSITIVE Comments

1,036 Positive Comments out of 2,867 Total Comments is 36.14%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Acceptable Overall Customer Service Rating

  • Asus

    Customer Service Scoreboard

    • 81.14 Overall Rating
      (out of 200 possible)
    • 1,831 negative comments (63.86%)
    • 1,036 positive comments (36.14%)
    • 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! Return to the main Asus customer service scoreboard page

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

Posted by s v techlogies, kadapa, andhra p


Worest service. Its same to your company. Hiw many days do you take one touch replace. I am giving my mobile to your authorised service center sv techlogies kadapa andhrapradesh on 16-11-2016 up to now not giving. Service center employes feel we high grade engineers. It was same to your company small problem we are not clear. Its too bad to your company

Official company reply

Dear Customer,

We understand your concerns and apologize for any inconvenience. For ASUS Contact Info, Service Center Locations and RMA Status, please visit the following support page http://asus.com/support/

If you have any questions or concerns with ASUS products please send us an email to [email protected]

Thank you for choosing ASUS!

Sincerely,
Frank
ASUS Customer Loyalty - USA Support

ASUS-USA 12/21/16 11:39AM

Posted by Niranjan


To,

The authorized officer,

ASUS ZenFone



Sub : Facing problem in ASUS ZenFone



Dear sir/madam,



Please not that, myself Niranjan Jaiswar has purchased a ASUS ZenFone from your company through Flipcart, which details are as below.



(VJ65645) ASUS"354016072937160", paid Rs. 13499/- ordered through flipcart,07/03/2016

VAT/TIN : 29670869006, OD1054, 8382491104000

INVOICE : bir_wfld20160300153772

Model : AS ZE551ML 6J/Z3560/32G/4G

SR. NO : F5AZFG26C687



After purchasing the same, I have facing more problems in handset... like..

Hanging, sometimes memory card & sim card not detect, sometimes switch off, battery drop, heating.. etc.



For the same problem I have given the handset in your service center(F1 INFO SOLUTIONS & SERVICES PRIVATE LIMITED, AHMEDABAD) 3 times but I don't get proper solution from your service center. Prob. is coming continues. Also I have mailed 3 times to your customer care but no any response.



At present, I have no any mobile handset to use & your handset is also not running so I am facing big trouble & helpless condition without phone. So, I have put 4 videos in YouTube also.



Therefore I want to inform, If I'll not get any positive solution from your side then I have to complaint in GRAHAK SURAKSHA KENDRA & also put videos in YouTube also.



Waiting for your reply.



Thanks & regards,

Niranjan Jaiswar

Official company reply

Hi Niranjan,

We understand your concerns and apologize for any inconvenience this has caused. If you haven't already done so may we suggest updating the firmware to the latest version (Android 6 Marshmallow). Updating the firmware will help optimize system and improve performance. Please see the following support page for more details - http://asus.com/support/FAQ/1009748. If you have any questions or concerns with ASUS products please send us an email to [email protected]

Thank you for choosing ASUS!

Best Regards,
Frank
ASUS Customer Loyalty - US Support

ASUS-USA 12/19/16 1:00PM

Posted by jake244


From the moment of walking into ASUS customer service center in Markham Ontario there was no feeling that the employees of ASUS were looking to best help me, but actually looking to find a way out of fixing my phone.

This is my second ASUS zenphone 2, I love the device and have recommended it to numerous consumers. Recently my display on the phone started acting up becoming unresponsive at times (https://youtube.com/watch?v=kRuxTefNcKw). After some research it became clear that this was a known manufacturing default with the phone.

After speaking through ASUS chat feature they were able to quickly create a RMA number. I was able to drop off the phone at a nearby service location while on vacation. Upon entering the facility the demeanor of the employee changed from inviting to duplicitous.

He opened the phone to find a screw was missing from the back of the phone. I notified him that the only time the back was ever opened was to insert/ remove the sim card and memory card. After insisting that I had not tempered with the phone or have had any other party look at the phone he regrettably said that he would take a note.

Shortly after I received a quote for repair of 135$ as they were unable to look at the device as the screw was missing.

At this time I have lost all respect for the ASUS brand as this level of service is unacceptable. I will continue to spread the horrors of my experience with ASUS, in hopes that other consumers are not affected.

Official company reply

Hello Jake244,

Thank you for your feedback. We understand your concerns and apologize for this inconvenience. If you received a repair quote it's more than likely due to other issues found inside the device after inspection not covered under warranty such as physical damage. If you would like me to help investigate further please send an email to [email protected]

Sincerely,
Frank
ASUS Customer Loyalty - US Support

ASUS-USA 12/21/16 11:12AM

Posted by Anonymous


I bought a Asus laptop notebook and have had nothing but problems. I am about to send the laptop to the ASUS repair for the 3rd time. I am hoping that this time my laptop will be replaced. The laptop continues to have the same problems and the ASUS repair team keeps sending it back to me claiming it is repaired. I have recently spoke to a ASUS Product Support representative who was attentive to my issues with their product and he took down all my complaints and sent me an expedited FedEx shipping label. I requested to speak to a supervisor and was connected to one. I was advised that being that I was sending the notebook for the 3rd time for the same issues it should be replaced. I am will now find out if ASUS keeps it's word with me. I hope they do. This is the 1st time I invested in a ASUS product. I hope they assist me in restoring my faith in this company by replacing my notebook. Yet to be continued.

Official company reply

Dear Valued Customer,

Thank you for your feedback. We understand your concerns and apologize for any inconvenience this has caused. We wanted to follow up with you to see if this has been resolved. For any type of status updates, ETA's or any other questions and concerns with our service please feel free to contact us at [email protected] Please include your case or RMA number as a reference.

Thank you for choosing ASUS!

Sincerely,
Frank
ASUS Customer Loyalty - US Support

ASUS-USA 12/20/16 5:50PM

Posted by Niranjan


ZenFone 2 Laser any time restarts during . And some time hang then after many hard resets( reset timing 30+ minutes)







My biggest mistake.. buying ASUS mobile,







Asus may be a leader in manufacturing computer parts; but their devices are frequently faulty and their service SUCKS--always!







Problem...







*Any time hang



* any time booting



* any time memory card not found



* any time some applications not working...



* mobile heating problem







I submitted 4 times in urs authorities service center but problem is not solve.. ours engineer have only one answer " not found any problems..No problem in mobile, and I hope now urs mobile is ok"







I have many videos of my mobile problems .. please solve my problems OR change my device...otherwise I put all videos on YouTube







Niranjan Jaiswar

Official company reply

Hi Niranjan,

Please accept our sincerest apologies for this experience you've had thus far. To help resolve the symptoms described please see the following support page for basic troubleshooting techniques for the ZenFone 2 - http://asus.com/us/support/FAQ/1011141/

If you have any questions or concerns with ASUS products please send us an email to [email protected]

Thank you for choosing ASUS!

Best Regards,
Frank
ASUS Customer Loyalty - US Support

ASUS-USA 12/19/16 1:13PM

Posted by Niranjan


ZenFone 2 Laser any time restarts during . And some time hang then after many hard resets( reset timing 30+ minutes)



My biggest mistake.. buying ASUS mobile,



Asus may be a leader in manufacturing computer parts; but their devices are frequently faulty and their service SUCKS--always!



Problem...



*Any time hang

* any time booting

* any time memory card not found

* any time some applications not working...

* mobile heating problem



I submitted 4 times in urs authorities service center but problem is not solve.. ours engineer have only one answer " not found any problems..No problem in mobile, and I hope now urs mobile is ok"



I have many videos of my mobile problems .. please solve my problems OR change my device...otherwise I put all videos on YouTube



Niranjan Jaiswar

Official company reply

Hi Niranjan,

Thank you for choosing ASUS products. We value your feedback and apologize for any inconvenience. If you are experiencing the symptoms you described with Zenfone 2, we recommend updating firmware to latest version to help optimize system and improve performance (Android 6 Marshmallow). For more detailed product info, How-To Guides, and FAQs for Zenfone 2, please visit the following support page http://asus.com/us/Phone/ZenFone-2-Laser-ZE551KL/HelpDesk_Knowledge/

If you have any questions or concerns with ASUS products please feel free to contact us at [email protected]

Sincerely,
Frank
ASUS Customer Loyalty - US Support

ASUS-USA 12/19/16 1:20PM

Posted by ASUS


Customer service told me to send my PC to the Canadian contact center(on my own charge) I did this, and it was just return to me in the original packaging unopened, so I had to pay for the return payment as well, and it STILL ISN'T FIXED!I paid 23$ for the package to send plus another 30$ for materials to wrap it in and insure it.Then another 23$ to receive it !!!!

Official company reply

Dear Valued Customer,

Thank you for sharing you input on your ASUS product. I'm sorry to hear about your unfortunate experience. What seems to be the issue with your product? Please provide us with a detailed description to your issues so we can better assist. If need help getting this case resolved, contact us for assistance at [email protected]

Thank you for choosing ASUS!

Best Regards,
Nestor
ASUS Customer Loyalty - US Support

ASUS-USA 11/17/16 5:18PM

Posted by Brandon


I bought a high end graphics card from Asus a week ago and kept getting DOA cards. I spent many hours trying to troubleshoot these graphics cards that were already dead. I would file an RMA with the supplier, return it, then get another DOA card, taking weeks out of my schedule.

My complaint is with Asus, though, for allowing such awful manufacturing defects and for reshipping cards that are already broken. If you use Google, one customer representative for Asus states that there are no seals on the graphics cards - so you can't even tell if your product was actually a used repackaged product.

I don't mind if the lower-end graphics cards have a high DOA rate - but when you dump almost a thousand dollars into a card you should expect to see a quality product that works on the first try. In any other kind of industry you will never hear, "Oh, keep returning until you get one that works."

The worst part is that you'll see Asus customer service representatives advertising their services all over various forums to look good - the comments below included. However, if you give them an email you will need to wait a long time for a response and you will not likely get much from them. On several instances I never received any emails back from my issues.

If you spend thousands on products over the years as an enthusiast, but you're not one of their partners, you'll never get anything extra. Even if you get dozens of defective products from Asus and waste dozens of hours trying to put on of their defective parts into a computer, you'll never even get a $5 coupon from them for the inconvenience.

Here's one last kicker: Asus's rebates. If you buy Asus products, you'll see that you're eligible for rebates. Unfortunately, you need to go through their third-party site, AsusRebates - but I still hold Asus responsible since they're the ones who obviously contracted their services out to this party. The whole site is a scam. The majority of the time it's offline and even certain parts of the form won't load at certain times of the day. I live in an EST timezone, and I had to wake up at 3AM to complete the form online for my rebate.

Then, you have to give all the paperwork, including cutouts of barcodes from the cardboard and printed receipts. Unfortunately, depending on where you live, this will not cost the same as mail with just paper in it due to the extra weight, so I ended up spending $5 just to mail out a $10 rebate. Well, it's that or I could drive from Toronto to El Paso to deliver the rebate in-person.

Official company reply

Hi Brandon,

Thank you for bringing your issue into our attention. I'm sorry to hear you are not satisfied with your ASUS product and support. Please accept our sincerest apologies for any inconvenience this process has caused you. Please forward any related case/RMA number so we can collaborate towards a solution. I'll make sure to forward your review to the related department for continuous improvements to ASUS support. Contact us at [email protected] if you have any questions with your product.

Thank you for choosing ASUS!

Best Regards,
Nestor
ASUS Customer Loyalty - US Support

ASUS-USA 11/17/16 4:19PM

Posted by Niranjan


I brought ASUS zooad but this a biggest mistake .. when I use after 3 months.. mobile hanging problem, heating problem, some times memory card not installed showing, then I visited 4 times at service center but problem is not solve... now I m very tiered... I will request to all people don't buy ASUS.. because ASUS products is poor, and services also poor...!

Official company reply

Dear Valued Customer,

Thanks for the informative review on your ASUS mobile product. We appreciate your input and I'll make sure to forward your feedback to the related department for ongoing improvements to the product line. Make sure you are using the latest firmware for optimal performance. If you have any technical questions, contact us at [email protected]

Thank you for choosing ASUS!

Best Regards,
Nestor
ASUS Customer Loyalty - US Support

ASUS-USA 11/17/16 5:34PM

Posted by Panchal


Me use Asus max mobile than mobile notification led not working, buttery back up very ruong (5000 man buttery but only 1 day running)and mobile hank,4g not supported,This product very bogus, faulty, I hate Asus max mobile

Official company reply

Dear Valued Customer,

Thanks for the informative review on your ASUS mobile product. We appreciate your input and I'll make sure to forward your feedback to the related department for ongoing improvements to the product line. If you have any questions or need some help choosing a mobile phone for your specific needs, contact us at [email protected] We'd be glad to help with questions you may have.

Thank you for choosing ASUS!

Best Regards,
Nestor
ASUS Customer Loyalty - US Support

ASUS-USA 11/17/16 4:08PM

Posted by Asus laptop


I was purchased asus laptop on 2nd Aug 2016 .In between 3mnths it has gone for service CENTER 3times .still my problem is not solved yet.

Official company reply

Dear Valued Customer,

Thank you for sharing your assessment of our product. I am sorry to hear that you were not completely satisfied with your laptop and that there were issues with it. Please let us know should an issue arise when your replacement arrives. Just provide us with a detailed description and RMA so that we may better collaborate for a solution. Our email is [email protected] and our 24/7 support line is posted below.

Thank you for choosing ASUS
Best Regards
Nestor
Asus Customer Loyalty US Support
Support http://asus.com/us/support/CallUs

ASUS-USA 11/17/16 4:01PM

Posted by HS


I didn't find Asus Technical Support helpful. When they can't answer a question, they just leave the chat! I even called them later to check for guarantee. The guy even doesn't bother to check!! I asked could you send me the ISO file, he replied "what is that?" What a technical support!

Official company reply

Dear Valued Customer,

Thank you for sharing this review. I'm sorry to hear about the troubles you've encountered with your ASUS product. Please provide us with further details to your case so we can better assist. I'll make sure to forward your input to the related department for ongoing improvements to ASUS Support. Contact us at [email protected] if you have any questions.

Thank you for choosing ASUS!

Best Regards,
Nestor
ASUS Customer Loyalty - US Support

ASUS-USA 11/17/16 3:59PM

Posted by Blackbalsam


Reached out to them about a stuck pixel, had a picture of it added on the submitted form. They spent 6 emails asking me about pictures in dropbox, could not use pictures attached on the emails, only to tell me that 1 pixel is not enough.

Literally wasted my time, forced me to make accounts on services only to tell me to go away. Rude messages too. I cant believe they still have customers.

Official company reply

Dear Valued Customer,

Thank you for sharing your ASUS product experience. I'm sorry to hear about your unfortunate experience with ASUS and please accept our apologies for any inconvenience. I'll make sure to forward your review to the Management Team to avoid these types of issues going forward. If you have any technical questions, feel free to contact us for assistance at [email protected]

Thank you for choosing ASUS!

Best Regards,
Nestor
ASUS Customer Loyalty - US Support

ASUS-USA 11/17/16 3:56PM

Posted by ASUS_ENRAGED


On Oct 1, 2016 I bought a new laptop from the ASUS Store. It started throwing Blue Screen errors right out of the box. I contacted ASUS directly that recommended RMA'ing the device for a replacement. I did.

After not hearing from them for 2 weeks I called in. After a 1h45 min call (90% hold time) I was told I would be receiving a refurbished device. I responded that I have just paid full price for a new device and was not willing to accept a refurbished device as a replacement, and request the original purchase price be refunded to my card. I was instructed that I would be receiving an "email" that would allow me to reject the refurbished device.

After 1 week of not receiving the "email" I called in again. After 1hr15min call (again 90% on hold) ASUS CustServ repeated the same thing "wait for the email and reject the refurbished device."

Needless to say the email never came and they sent out a refurbished device anyway (which I refused acceptance of)

Now I on the phone again inside a 54min call (90% on hold) looking for my refund and stuck between two departments each saying the other holds full control over the refund.

I'm disputing the charge on my credit card, still on hold, and will never do business with the horrible company again.

RUN DON"T WALK away from these guys.

Official company reply

Dear Valued Customer,

We appreciate you bringing this issue into our attention. I'm sorry to hear that you are not completely satisfied with your laptop and that there were issues with it. Have you updated your product to the latest BIOS firmware? Please forward any associated case number to [email protected] so we can better assist in getting this issue resolved.

Thank you for choosing ASUS!

Best Regards,
Nestor
ASUS Customer Loyalty - US Support

ASUS-USA 11/17/16 3:50PM

Posted by don't konw


Worst service Center in kirana mandi ambedekar road Ghaziabad the manager don't know how to talk with people and they want 7 days for mobile cheack only.I use 4 mobiles of Asus only and my first experience is very bad And give him training how to deal with people.

Official company reply

Dear Valued ASUS 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 a 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 11/17/16 3:45PM

Posted by Akhil


Worst service Center in vizag.ashok is the manager don t know how to talk with people.always barking only.money minded person.give her training lyk how to deal with people.

Official company reply

Dear Valued Customer,

Thank you for sharing your experience. What seems to be the issue with your ASUS product? I'm very sorry to hear about your unfortunate experience. If you have any technical questions, feel free to contact us for help at [email protected] We'd be glad to help with any inquiries.

Thank you for choosing ASUS!

Best Regards,
Nestor
ASUS Customer Loyalty - US Support

ASUS-USA 11/17/16 3:44PM

Posted by Anonymous


Regarding: ASUS Transformer Book T100HA-C4-GR 10.1-Inch 2 in 1 Touchscreen Laptop (Cherry Trail Quad-Core Z8500 Processor, 4 GB RAM, 64 GB Storage, Windows 10) for $279.00




August 2016 � Device unboxed and setup




- Spoke with techs; Shane and Keifer; escalated to supervisor Jermaine.

- Jermaine communicated the process of identifying and resolving issues. �Regarding your battery issue, I will expedite for resolution and completion.�

- Later discovered on the 24th this never happened.

- Unfortunately, I delayed in opening the box (opened the beginning of August), as I was so confident in ASUS products. That there would be no issues with this brand new Transformer T100. This is not a refurbished (reused/re-certified device) but a brand new Transformer T100.

- I communicated, that this is totally unacceptable! Having no tablet is work stoppage. Also, planning to leave out of town on the 20Oct16. Requested a replacement or tablet battery issue be resolved and returned by 20th. Per Jermaine �I have noted and escalated your issue and concern�.



14Oct16 � RMA (ASUS Transformer Book) shipped via FedEx: 790572871141



18Oct16 � FedEx: 790572871141 delivered; signed by A. Nguyen



24Oct16 � Called Asus Customer Service for status of case number N161035408 (Techs also reference the RMA: USG16A3677)

- Janelle: �I see no updates regarding an expedite. Only see that you are requesting a tablet replacement�.

- Asked Janelle to be sure if there are updates entered in case ticket after the 12th. She communicated �no there are no further or additional updates�.

- I escalated to speak with a supervisor or manager.

- Supervisor Nevada: �your Transformer T100 is waiting for replacement parts; looks like an adapter.� No way!

- After further questioning, this was not true. ASUS is waiting to replace the motherboard on Transformer T100 device used just two months. Again I communicated this is totally unacceptable. Also, reiterated this is a work stoppage. Travel plans now placed on hold.

- I escalated to manager; spoke with Daniel. �I will expedite�.

- Appealed to Daniel to put himself in my shoes as a hard working consumer. In addition, to reach out to and put �fire� under Facilities techs�. I also communicated reviews on ASUS Corporate, Amazon and ifixit websites sites reveals motherboard issue on Transformer Books is not new.



28Oct16 - Called Asus Customer Service for status of case number N161035408 (Techs also reference the RMA: USG16A3677)

- (Tech) Sha�phon: �Transformer T100 device is awaiting spare part.�

- I appealed to reach out to obtain additional information from Facilities team. In addition, �put yourself in my shoes. I have rescheduled trip to leave out of town Thurs., 3Nov206�.

- Tech: �Transformer T100 device is being tested�.

- I communicated to please have Facilities complete testing and ship no later than Monday, October 31, 2016. I will be leaving Thursday, Nov 3rd..

- Tech: �Concerns noted and expedite made in case ticket.�

- ASUS Customer Support sent me an Expedite Bill after speaking with tech.

- ASUS Expedite bill: $15.00 was paid in full.



30Oct16 - Called Asus Customer Service for status of case number N161035408

(Techs also reference the RMA: USG16A3677)

- (Tech) Shawn Michael: �Transformer T100 failed Friday�s testing. Device went back to test. Appears to be waiting for parts.

- I escalated to manager. However, supervisor Christopher communicated: �ASUS is working on repairs; cannot guarantee received by Wed. Nov. 2nd (before leave Thurs).

- I escalated to manager

- (Manager) James: �Your device has component issues that need to be addressed; and re-certified. It will then be sent out to you when completed. We cannot provide an eta. We will not provide a replacement. You are not eligible to swap out for a replacement�.

- I asked: �do reach out to Facilities regarding a eta.�

- (Manager) James: �I cannot do that.�

- I asked: �why did ASUS have me pay for Expedite�?















Do check out the reviews on ASUS Corporate, Amazon and ifixit websites sites. These sites reveal that the motherboard and battery issues on Transformer Books are not new.



Are these known issues with ASUS Transformer T100�s? If so, why are they not resolved? Why are consumers being fooled into purchasing these T100�s only to have issues with the motherboards, or batteries not holding a charge?



Is this the type of products and services Amazon would like to be associated or connected with?



ASUS Support techs are trained �robots�, scripted to be focus on resolving faulty products and not focus on customer satisfaction. Good business sense is to make the customer happy or satisfied so that we will return, not run far away.



As communicated to ASUS techs, supervisors and managers: this is the first and last ASUS device I will ever purchase. Should conversations regarding tablets, i-Pads, desktops, etc. comes up with my friends, relatives and co-workers, I would have to give my honest and frustrating experience.



If this were you or your loved one, how would you proceed? What would or should you expect? What would make me happy or satisfied for time spent, work stoppage, travel adjustments? Not to see ASUS devices again. In addition, a refund of my hard earned dollars, even if it is not a full refund.



Thank you for taking the time to read. In addition, taking the time to address and respond.

Official company reply

Dear Valued Customer,


Thank you for taking the time to share your review with us. I am sorry to hear that our customer service left you with a negative impact on your experience with ASUS. Please contact us immediately so with your issue so that we may collaborate for a solution. You may contact us at [email protected] Please feel free to email us anytime with your inquiries regarding ASUS products.

Thank you for choosing ASUS

Best Regards,

Tom

ASUS Customer Loyalty US Support

ASUS-USA 11/1/16 11:08AM

Posted by Anonymous


Very poor communication - service center did not understand the fault and did not fix problem after 3 attempts - the warranty has run down to 6 months. I will never buy an ASUS product ever again and will not recommend it to my friends and technical peers [ radio station ]

Official company reply

Dear Valued Customer,

Thank you for sharing your ASUS experience. I'm sorry to hear about the troubles with RMA and please accept our apologies for any inconvenience. 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. Forward any RMA/Case number if you need help getting your case resolved.You can reach us at [email protected] with any technical or general inquiries.

Thank you for choosing ASUS!

Best Regards,

Nestor

ASUS Customer Loyalty US Support

ASUS-USA 10/14/16 11:25AM

Posted by Anonymous


I have submitted my asus laptop in service center in chandigharh f1 info service for repairing .i hv paid servicing fee but after checking they said replace motherboard with new one and said 12000 expense for repairing. after that i hv shown laptop to local repairer he repair my laptop only in 300 rs .now my laptop is working fine.

now see way of servicing ur service center people.

Official company reply

Dear Valued Customer,

We appreciate you taking the time in sharing your ASUS product review. I'm sorry to hear about the unfortunate experience and please accept our sincerest apologies for any inconvenience. Did you have your laptop serviced at an ASUS service center? What country is region is your warranty assigned to? Please visit http://asus.com/entry.htm and select the country you reside at. If you have any technical questions or warranty related inquiries, you can contact us for help at [email protected]

Thank you for choosing ASUS!

Best Regards,

Nestor

ASUS Customer Loyalty - US Support

ASUS-USA 10/14/16 11:14AM

Posted by Anonymous


Your customer non-support is a joke and a not very funny one at that. I have been trying to get to someone to get a replacement for a t100 chi that is now at your shop for the 3rd time. It has NEVER worked correctly and is within a month of running out of a warranty. After talking to 4 people today 3 of them supposedly supervisors and being on the phone for at least an hour + we are now back to minus. Last conversation it was agreed that I would get a replacement computer. Now it seems like you are claiming that the computer is damaged, untrue, and I will not be getting the replacement computer you promised. Please help me get this cleared up as it is distressing beyond belief.

Official company reply

Dear Valued ASUS 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. Please forward any RMA/case number so we can investigate your case. If you need a 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 10/14/16 11:07AM

Posted by J. Still


ZenFone 2 Laser ZE551KL always restarts during recharge. And after many hard resets, still won't take Marshmallow update.

Spent over 5 hours on phone with incompetent tech reps--even after escalated to level 2--no resolution.

Asus may be a leader in manufacturing computer parts; but their devices are frequently faulty and their service SUCKS--always!

Official company reply

Dear Valued Customer,

Thank you for bringing this issue into our attention. I'm sorry to hear about your unfortunate experience and please accept our apologies for any inconvenience. Have you already tried resetting your Network Settings? Have you tried to update your ZenFone to marshmallow manually? If you need technical assistance, feel free to contact us at [email protected]

Thank you for choosing ASUS!

Best Regards,
Nestor
ASUS Customer Loyalty

ASUS-USA 10/14/16 10:58AM

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