ASUS repair problems...escalation path?

[marcplante]

<rant> I just got back the third RMA on my Asus notebook. Every time they send it back, they seem to introduce more problems than they solve.

The current instance has a sticking F10 key on the keyboard they replaced. they scratched the beautifully milled top of the notebook itself, and they left an incomplete disk image on the notebook, so it wasn't functional when I tried to boot it up last night. It makes me wonder how they tested the fixes that they claim they made.

I now must send it back a fourth time. I have been dancing with their phone, chat, email and RMA support since last September when I bought this unit...still chasing something stable enough that I can use.

Has anyone else had such wonderful luck with Asus? Is there any REAL escalation path? The escalation they gave me was to a rep in Taiwan who could only communicate to me via email. I'm contemplating shipping the notebook to the President of Asus US as a gift with a log of the repair and RMA efforts.

At this rate, I suppose I could continue to let them apply their "customer service" until I reach the one year mark, then make my case to Amex.

Does anyone have any successful escalation experiences with Asus?

</rant>

 

[SilthDraeth]

I never experienced a bad RMA experience with Asus. I have had around 5 in the last 10 years, usually every couple of years, near end of warranty period.

 

[marcplante]

perhaps for components they're better since it's typically a matter of replacing a component. They seem to have no integrated sense of repairing and testing a PC and all of its related pieces as a whole. And there is no recourse in the meantime.

 

[Skott]

Whoops. Info was in sig. NVM.

 

[Gooberlx2]

Send a PM here to cl-scott. He's an ASUS support rep.

I had a problem with receiving the wrong power adapter for my ultrabook that he helped sort out.

 

[marcplante]

Yeah, well...unfortunately, he's checked out...last activity was January of this year. Looks like it's time to dig up contact information for Steve Chang to plead my case there.