Please use the form below to report a comment to us. We do our best to monitor user comments and we have zero tolerance for profanity, personal attacks and other malicious posts.

Thank you for taking the time to bring this comment to our attention.
Please complete the fields below. The only required fields are indicated. We attempt to remove malicious posts within 24 hours.

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.