[frannif]

Bottom line: I purchased an ASUS laptop on 02/13/09 and on 09/17/10 I began having problems with it. A home visit by the Geek Squad confirmed the problem: "... video driver is corrupt. Client also wants to go to Windows 7. I ran Upgrade Assistant and it stated the video card is problematic, read error replace video." I shipped the computer via FedEx on 10/27/10 and it was signed for as received on 10/29/10. However, several calls since then indicate that "it hasn't been logged in to the system yet." I'm at my wits end.

Details to date:I contacted ASUS on 10/11/10 at 6:52 pm by submitting a trouble ticket and inquired if the laptop was covered by warranty. Although, I was initially informed that the video card was covered by warranty, on 10/18/10 at 5:53 pm, Andre informed that it was not covered by warranty.

Andre stated, "Base on the warranty policy, replacement is not provided but you can send the unit in for repair…" and that the initial notification was incorrect. When I questioned him as to the cost, he indicated I would have to send it in to find out. Suddenly, he said because I sounded like "a nice person," he would place it back under warranty so I wouldn't have to pay for the repair. He said he would email me the RMA and I'll have to pay for one-way shipping

On 10/22/10, I spoke to Christa and asked her to determine if Andre had indeed changed my account to indicate my laptop was covered by warranty. Of course, he had not. However, she stated that the computer should be covered and if I would fax ASUS proof of purchase, she could correct the entry.

Based on that conversation, I faxed proof of purchase on the same day. On 10/25/10, I received and email from ASUS stating in part, "This email is to hereby acknowledge the receipt of your proof of purchase that you have faxed to ASUS. This is also a confirmation that based on your date of purchase your ASUS product is still within the standard ASUS manufacture warranty period."

On 10/27/10, I shipped the computer and all pertinent paperwork to ASUS via Federal Express (FedEx), with signature required upon receipt. Records indicate that the shipment was received and signed for by ASUS Shipping/Receiving clerk, M. Provenza, at 9:03 am.

To date, I have called ASUS Customer Services multiple times regarding ASUS Service No=1006950; Rma No= USPT0B0940 with the following results:

11/10/2010 @ 4:10 PM: Spoke with Marvin, asking him to checked on status of my computer repair. Informed him that FedEx indicated that the computer arrived on 10/29/10 at 9:03 am and was signed for by M Provenza and provided Marvin with the tracking number (#796388287694). I was told it has not been logged in to the system.

When he asked me to wait 48 hours, I reiterated it had been two weeks since FedEx recorded a signed receipt and that I wanted to escalate the matter now. He informed me that he would notify a supervisor and I would receive a call from a supervisor within 48 hours. I never received a call from a supervisor.

11/14/10 @ 8:46 am: Spoke with Francis and informed him that a supervisor did not call me as I was told would happen. He's unable to tell me the status of my computer repair because it has not been logged in. I submitted another escalation request. I never received a call from a supervisor

11/18/10 @ 8:28 pm: Spoke with Kwame and immediately asked to speak to a supervisor. I was placed on hold for 14 mins. Suddenly, I heard the phone ringing and it rang for the next 2.5 minutes with no answer. So, I called back.

11/18/10 @ 8:44 pm: Spoke with Shereen and provided my history of contacts with ASUS. I again asked to speak to a supervisor. At 3.5 minutes in to the call, she asked if she could place me on hold while she looked for a supervisor. I was transferred 8 minutes later and she refused to provide me with the name of the supervisor to whom I was being transferred. Once again, the phone rang and it rang for the next 3 mins before it was answered.

Supervisor Damaine answered the phone. He asked for tracking number and asked if I knew who signed for it. I provided him with that information. He stated that he would contact me after inquiring with shipping/receiving. He said he would call back in 48 hours. No big surprise. He hasn't called ad today is 11/25/10.

Next obvious step is to contact an attorney. Any other suggestions? I'm out of ideas!

Franni

This post has been edited by frannif: 25 November 2010 - 09:41 AM

[l3omber]

I'm having the exact same problem. I shipped my laptop back on 12/10/10. The status of the RMA is listed as "Waiting for customer response"...but no one has contacted me.

Every time I call, I get the exact same run around as Frannif above. Some customer service rep tells me they can't do anything and that I will be contact me within 24 hours, and guess what...no one ever contacts me!

I am as confused as to what to do as the person who made the original post.

This post has been edited by l3omber: 26 December 2010 - 08:52 PM

[frannif]

I finally located a number for the corporate office in California. I faxed them last Sunday with all the details (including a letter from my attorney), told them I had reported them to the Federal Trade Commission and Better Business Bureau, and provided all my notes with dates and times I had contacted customer support. I followed up with a call (leaving a voicemail) the next day, telling them I'd faxed them the details and that they had held my computer hostage for almost two months.

They called me the next day! My computer was repaired and returned to me within four days.

Speak to Trinity or Eric at 510-818-4877 and or fax them at 510-608-4555. Doing both got results.

Hope this is helpful.

[Rommel]

I am surprised how Asus handled this.
They are regarded as a preferred electronics company in my opinion.

Your record keeping is an excellent example of how to stay on top of matters like this.
Without it, your position is much weaker.

Shame you had this stupid run around but great job handling it.

Rommel

[frannif]

Thanks, Rommel! When I spoke with Trinity at the corporate office, she hinted that there were having problems with the support group. That's an understatement!

Having worked in call centers for over 12 years, I know you can't always control how the representative are talking to customers. But this is, by far, the worst customer service I've ever experienced. ASUS needs to take the time to listen to the recordings of the support calls and hold individuals responsible for the poor service they're giving, especially supervisors who do not return calls!

[JHN13]

Hello,

I found this forum this morning and after going through an experience much like Franif. Bottom line: I've owned a Asus computer for more than two months and never had it working. The communication history is much like you described.I sent it back to the company, it was returned yesterday; when it was fired up I was greeted with the exact same issues. I hope the numbers you posted for Eric and Trinity are still working, it would be amazing to speak with someone competent in this company. Thank you for posting those numbers.

[frannif]

frannif, on 25 November 2010 - 09:36 AM, said:

Bottom line: I purchased an ASUS laptop on 02/13/09 and on 09/17/10 I began having problems with it. A home visit by the Geek Squad confirmed the problem: "... video driver is corrupt. Client also wants to go to Windows 7. I ran Upgrade Assistant and it stated the video card is problematic, read error replace video." I shipped the computer via FedEx on 10/27/10 and it was signed for as received on 10/29/10. However, several calls since then indicate that "it hasn't been logged in to the system yet." I'm at my wits end.

Details to date:I contacted ASUS on 10/11/10 at 6:52 pm by submitting a trouble ticket and inquired if the laptop was covered by warranty. Although, I was initially informed that the video card was covered by warranty, on 10/18/10 at 5:53 pm, Andre informed that it was not covered by warranty.

Andre stated, "Base on the warranty policy, replacement is not provided but you can send the unit in for repair…" and that the initial notification was incorrect. When I questioned him as to the cost, he indicated I would have to send it in to find out. Suddenly, he said because I sounded like "a nice person," he would place it back under warranty so I wouldn't have to pay for the repair. He said he would email me the RMA and I'll have to pay for one-way shipping

On 10/22/10, I spoke to Christa and asked her to determine if Andre had indeed changed my account to indicate my laptop was covered by warranty. Of course, he had not. However, she stated that the computer should be covered and if I would fax ASUS proof of purchase, she could correct the entry.

Based on that conversation, I faxed proof of purchase on the same day. On 10/25/10, I received and email from ASUS stating in part, "This email is to hereby acknowledge the receipt of your proof of purchase that you have faxed to ASUS. This is also a confirmation that based on your date of purchase your ASUS product is still within the standard ASUS manufacture warranty period."

On 10/27/10, I shipped the computer and all pertinent paperwork to ASUS via Federal Express (FedEx), with signature required upon receipt. Records indicate that the shipment was received and signed for by ASUS Shipping/Receiving clerk, M. Provenza, at 9:03 am.

To date, I have called ASUS Customer Services multiple times regarding ASUS Service No=1006950; Rma No= USPT0B0940 with the following results:

11/10/2010 @ 4:10 PM: Spoke with Marvin, asking him to checked on status of my computer repair. Informed him that FedEx indicated that the computer arrived on 10/29/10 at 9:03 am and was signed for by M Provenza and provided Marvin with the tracking number (#796388287694). I was told it has not been logged in to the system.

When he asked me to wait 48 hours, I reiterated it had been two weeks since FedEx recorded a signed receipt and that I wanted to escalate the matter now. He informed me that he would notify a supervisor and I would receive a call from a supervisor within 48 hours. I never received a call from a supervisor.

11/14/10 @ 8:46 am: Spoke with Francis and informed him that a supervisor did not call me as I was told would happen. He's unable to tell me the status of my computer repair because it has not been logged in. I submitted another escalation request. I never received a call from a supervisor

11/18/10 @ 8:28 pm: Spoke with Kwame and immediately asked to speak to a supervisor. I was placed on hold for 14 mins. Suddenly, I heard the phone ringing and it rang for the next 2.5 minutes with no answer. So, I called back.

11/18/10 @ 8:44 pm: Spoke with Shereen and provided my history of contacts with ASUS. I again asked to speak to a supervisor. At 3.5 minutes in to the call, she asked if she could place me on hold while she looked for a supervisor. I was transferred 8 minutes later and she refused to provide me with the name of the supervisor to whom I was being transferred. Once again, the phone rang and it rang for the next 3 mins before it was answered.

Supervisor Damaine answered the phone. He asked for tracking number and asked if I knew who signed for it. I provided him with that information. He stated that he would contact me after inquiring with shipping/receiving. He said he would call back in 48 hours. No big surprise. He hasn't called ad today is 11/25/10.

Next obvious step is to contact an attorney. Any other suggestions? I'm out of ideas!

Franni

[frannif]

JHN13, on 02 July 2011 - 08:41 AM, said:

I hope the numbers you posted for Eric and Trinity are still working, it would be amazing to speak with someone competent in this company. Thank you for posting those numbers.

Dealings with Eric and/or Trinity are not without problems, believe me. Document every conversation, voicemail, email, etc. and include the date and time. You literally have to nag them to death! I will never do business with them again. In fact, I'm going to sell the replacement computer they sent me to ensure I never have to deal with them again. Best of luck to you.

[kathiescornucopia]

I've just had my own little taste of the ache that Asus call customer service. My notebook has had charging problems since I received it. They wouldn't arrange a collection time to suit me, they would't give me the number of the courier, and I lost a day's pay waiting around. Nine months later, I'm still having problems but when I went through the whole painstaking process of booking a collection again they called a halt because I couldn't provide my VAT receipt. They know who I am, what I bought, when I bought it, what the problems are and that the warranty isn't up until Christmas. Why would they suddenly forget all that and why won't anyone talk to me like a human being?

Because they have no idea how valuable a happy customer is.

Well this customer is going elsewhere and taking her friends too.

Can anyone recommend a company with good customer service - quite frankly I don't care what my new notebook is like, as long as I get good customer service!

Katherine

[coastie65]

kathiescornucopia, on 11 November 2011 - 11:59 AM, said:

I've just had my own little taste of the ache that Asus call customer service. My notebook has had charging problems since I received it. They wouldn't arrange a collection time to suit me, they would't give me the number of the courier, and I lost a day's pay waiting around. Nine months later, I'm still having problems but when I went through the whole painstaking process of booking a collection again they called a halt because I couldn't provide my VAT receipt. They know who I am, what I bought, when I bought it, what the problems are and that the warranty isn't up until Christmas. Why would they suddenly forget all that and why won't anyone talk to me like a human being?

Because they have no idea how valuable a happy customer is.

Well this customer is going elsewhere and taking her friends too.

Can anyone recommend a company with good customer service - quite frankly I don't care what my new notebook is like, as long as I get good customer service!

Katherine

Hi Katherine and welcome to the forums, These days it seems like that is the 64,000 dollar question as to who has the best customer service. As for the VAT receipt, you should be able to go to the Site of where you purchesed it ( if purchased online ) and go to your account and print out a receipt ( at least here in the states you can ). If purchased at a shop, then they should be able to provide a copy of the receipt. I can not think of one manufacturer that I haven't heard customer service / support complaints about, except for maybe the "Boutique" Manufacturers. These are usually high end computers ( and yes some do build laptops / Notebooks ). Most of that Customer Service / Support stuff is off shore ( India & Bangladesh ) and you rarely get any joy from them.

This post has been edited by coastie65: 11 November 2011 - 03:18 PM

[chezborg]

ASUS customer service is pretty non existent!
I purchased a refurbished netbook from them last week- I did not know but it was shipped from Germany. It arrived with a 3 cell battery and not the 6 cell battery as listed in the product description on the Asus shop site. After several emails they finally responded but never acknowledged their mistake- to be honest their emails were like talking to a robot! I had bought the netbook because of the 6 cell battery and to take it on a world trip in a few weeks time. They said they could not replace the battery- unless I returned the whole netbook (to Germany again!). This was a problem caused by Asus sending out the worng goods. I pointed out that their web page still listed the battery as 6 cell. They changed the web site the next day to 3 cell. Fortunately I had already saved the web page. Their customer service was truly appalling- no understanding of the situation they had created at all. They offered a refund buu then I found out it would take 30 days to refund- not much good when I would need it to buy another netbook to replace the Asus.

ASUS offer relatively good hardware but need to learn a lot concerning customer support- take a look around the web and their record is dreadful.

So- now I have to go out and buy a new 6 cell battery to put in the netbook- at my own cost! Rest assured though it will NOT be an ASUS battery!

Shame on you ASUS- wake up and realise it is customers that buy your products and pay your bills.

Never again!!!

[peterkins]

I too have had terrible service from ASUS.

I bought my daughter a top-of-the-range laptop from PC WORLD Kings Lynn September 2011 and discovered within a few days that it would neither sleep nor hibernate successful but BSODs after about 10 minutes.

Its been back to them 5 or 6 time (I lost count) and on each occasion they say they could not reproduce the fault or the that fault was fixed by reloading the OS. I even had to send a movie of the fault occurring since they didn't believe me.

Its back with ASUS at present - even so, they are asking me to uninstall system software and upgrade drivers.

I am at my witts end and am now trying to escalate within ASUS.

I sympathise with others - I'm just gutted that I bought laptop for my daughter 5 months ago and still she hasn't had more than a few hours use from it.

Its this families 3rd ASUS product as they are good value but now I'll actively discourage others from buying ASUS at every opportunity.