ASUS Service is TERRIBLE!

[Slammy1]

I had a lot of problems with their tech support unwilling to admit it was an issue with the MoBo (when I junked it the memory slot turned out to be the issue, just degraded until it stopped working). I used to be a fan, but after that I decided not to build Asus on my last build (been Asus since P3B-F). Was shocked at how easy things went together, but I suspect it's uniformity of newer components. Still, Asus lost several customers (me and friends whom I no longer recommend Asus).

 

[Bill Brasky]

This is why I shop at Microcenter. I don't deal with this ever.

 

[Smoblikat]

I have had the polar opposite of experiences. When windows wouldnt install my RAID drivers for my ASUS mobo, I called up ASUS and spokee to an actual human who spoke english. He tried to help me but couldnt, so he called his supervisor over and they couldnt help me. While his supervisor went to call some higherups in cali me and this rep were talking about oblivion. Eventually we fixed the problem, it wasnteven a mobo problem, just windows being a smoldering pile of shit as usual.

 

[GrumpyMan]

Service? When did Asus get service? Holly molly.....learn something new everyday.

 

[thelastjuju]

I've had like 5 Asus mobos now, not a single problem.. so luckily I've never even had to deal with their customer service.

Also don't discount how much the law of large numbers applies here.. if you hear more bad things about Asus support, its likely because Asus absolutely dominates the motherboard industry market share..

But this also reminds me of why I only buy $60 mobos from now on.. that way if I ever do have to replace it, I'm only out another $60.. not the $200-300 people here and on newegg seem to think you HAVE to spend these days.

 

[cmdrdredd]

I've had like 5 Asus mobos now, not a single problem.. so luckily I've never even had to deal with their customer service.

Also don't discount how much the law of large numbers applies here.. if you hear more bad things about Asus support, its likely because Asus absolutely dominates the motherboard industry market share..

But this also reminds me of why I only buy $60 mobos from now on.. that way if I ever do have to replace it, I'm only out another $60.. not the $200-300 people here and on newegg seem to think you HAVE to spend these days.

For what I want and expect, I do have to spend above $160 on a motherboard. Low end boards do not have the features I want.

 

[Vesku]

I've been reluctant to buy much in the way of ASUS products, I received terrible support when they were first delving into notebooks. However, I'd expect this mix of good and bad RMA experiences from any "regular" RMA support. IMO, ASUS doesn't charge the extra price premium needed to offer red carpet service and replacements.

Edit: I take back my last comment for your board OP, their high end lines should come with high end service.

 

[Baasha]

Just a quick update guys.

I called Asus again today morning and they said that the supervisor I spoke to last week regarding the Advanced-RMA screwed up the RMA "inputs" in the system or something to that effect. In essence, the RMA was not entered in correctly and they were not expecting any forms from me (?!).

Anyway, that was rectified by the rep over the phone and he said they will ship out the board to me this week. I'm glad this is at least moving, albeit very slowly.

For such a high-end board (consumer market), I would expect the customer service of any company to act with more alacrity. Alas, one can only wish!

 

[Smoblikat]

I've had like 5 Asus mobos now, not a single problem.. so luckily I've never even had to deal with their customer service.

Also don't discount how much the law of large numbers applies here.. if you hear more bad things about Asus support, its likely because Asus absolutely dominates the motherboard industry market share..

But this also reminds me of why I only buy $60 mobos from now on.. that way if I ever do have to replace it, I'm only out another $60.. not the $200-300 people here and on newegg seem to think you HAVE to spend these days.

With a theory like im suprised you havent had to RMA yet. With that low of a price you either get no performance, or no quality.

 

[GrumpyMan]

I would expect the customer service of any company to act with more alacrity.

Alacrity, great word, I will use it in an email to coworkers, I like to throw in a word no one ever uses occasionally, to keep them on their toes so to speak.....lol.

 

[thelastjuju]

For what I want and expect, I do have to spend above $160 on a motherboard. Low end boards do not have the features I want.

No you don't.. that's just what sites like this want you to think.

Maybe having say, 6-8 SATA ports is a plus for a media center, but a lot of new "features" coming out like dual lan ports are just laughably absurd.

Not all of us need the extra slots to be able to run triple video cards, 32gb of RAM, a dozen usb ports, and the ability to overclock between 4-5ghz, etc. A minimalist approach goes a long way today.. and you can save money by doing things like getting mobos without the digital video and audio out for instance, since many of us are running video cards capable of HDMI anyway.

With a theory like im suprised you havent had to RMA yet. With that low of a price you either get no performance, or no quality.

I don't know where some of you get this from. There is NO performance difference to be found, what-so-ever, by going with an entry level board.. it will not "gimp" the performance .. there is also no evidence to show that entry level boards have "lower quality" components other than gossip among forum-goers to help justify spending so much for their motherboards.

They even offer the same exact warranty (3 yrs), regardless of how low or high end you go. You would think if the components were truly inferior, that they would only have enough confidence to offer a 1 yr warranty with the entry level boards.. but that isn't the case.

 

[Zardnok]

Alacrity, great word, I will use it in an email to coworkers, I like to throw in a word no one ever uses occasionally, to keep them on their toes so to speak.....lol.

Alacrity... Wasn't that an Enchanter haste spell in Everquest??

As for Asus, I love their boards. I have used them in a number of builds and never needed to use their RMA service.

 

[GrumpyMan]

Alacrity... Wasn't that an Enchanter haste spell in Everquest??

Got me on that one, never played Everquest...:\

 

[saratoga172]

Alacrity, great word, I will use it in an email to coworkers, I like to throw in a word no one ever uses occasionally, to keep them on their toes so to speak.....lol.

If only people actually read the emails wet sent out (IT). It would make things so much easier.

Love pulling out multiple emails I've sent people when they claim they can't find information on something. Even funnier when I log into their email and show they received it and either deleted without reading or posted no attention to it. Glorious.

Sent from my Galaxy Nexus using Tapatalk 2

 

[TekDemon]

I think you're expecting a bit much here...these are component OEMs and this is already considered excellent service by those standards. A decade ago *ANY* RMA would take about a month and a half to complete and there weren't even websites to file your RMA on, you had to call and go through a mish mash of cryptic prompts then wait on hold for *hours* not just 10 minutes. No such thing as advanced RMA or anything-you just sat without a computer for a month or you went and bought another part to use in the meantime.

Component manufacturers really don't deal well with end users, and the other problem they have is that there's everyone from total amateurs to seasoned assemblers buying from them so they get a lot of stupid BS claims from people who have on idea what they're doing.

 

[Towermax]

Component manufacturers really don't deal well with end users, and the other problem they have is that there's everyone from total amateurs to seasoned assemblers buying from them so they get a lot of stupid BS claims from people who have on idea what they're doing.

And another problem is that the Asus first line customer service reps also range from total amateurs to seasoned assemblers.

I called Asus about a defective I/O shield that blocked about 1/8 inch of all the rear ports--made most of them unusable. The rep I got tried to claim that the problem was my case--it must be defective. I let him know that I was replacing one Asus board with another, and that my two previous Asus boards had fit just fine in the Antec Solo.

The rep continued to say that my case was defective-there was no other possibility. I let him know that several Newegg comments about the new board discussed the same problem. He finally let me talk to a level 2 rep who arranged to have a new I/O shield sent to me (though I had to call the parts people and make the arrangements myself). He also agreed that the case couldn't be the problem.

(Of course, the new I/O shield was also defective. I returned the board and got a Gigabyte board which fit perfectly.)

 

[thelastjuju]

And another problem is that the Asus first line customer service reps also range from total amateurs to seasoned assemblers.

I called Asus about a defective I/O shield that blocked about 1/8 inch of all the rear ports--made most of them unusable. The rep I got tried to claim that the problem was my case--it must be defective. I let him know that I was replacing one Asus board with another, and that my two previous Asus boards had fit just fine in the Antec Solo.

The rep continued to say that my case was defective-there was no other possibility. I let him know that several Newegg comments about the new board discussed the same problem. He finally let me talk to a level 2 rep who arranged to have a new I/O shield sent to me (though I had to call the parts people and make the arrangements myself). He also agreed that the case couldn't be the problem.

(Of course, the new I/O shield was also defective. I returned the board and got a Gigabyte board which fit perfectly.)

This is really a true story??

You RETURNED an entire motherboard for another brand because the I/O shield didn't fit!??

That piece does absolutely NOTHING.

 

[Rvenger]

Dremel would have fixed the I/O shield. You won't void your warranty over an IO shield anyways.

 

[Meghan54]

That piece does absolutely NOTHING.

Really? An I/O shield does absolutely nothing? Then why do manufacturers waste their money manufacturing them and including them with the boards?

Couldn't be because it helps with EMI suppression? Or keeps fingers/USB cable ends/speaker jacks/etc. out of places they shouldn't be when trying to insert them into the various ports, thereby preventing an inadvertent short?

Naaaa.....couldn't be any of those reasons. Guess the motherboard manufacturers just like needlessly spending unnecessary money.

 

[Towermax]

This is really a true story??

You RETURNED an entire motherboard for another brand because the I/O shield didn't fit!??

That piece does absolutely NOTHING.

It cost me nothing to return the motherboard.

The I/O shield has several purposes as noted above. Also, in cases with carefully designed airflow, lack of an I/O shield can disrupt/partially disrupt the desired airflow pattern.

 

[Towermax]

Dremel would have fixed the I/O shield. You won't void your warranty over an IO shield anyways.

Would have had to modify every single slot/hole on the I/O shield, including cutting out all the dividers between USB ports, eSATA, etc. Also would have had to cut off most of the "fingers" to keep them from going in the ports.

The time needed to measure and make clean cuts, etc. was a lot more than I was willing to spend. It cost me less than 30 minutes to return the motherboard and buy another equally good board.

Besides the functional purposes of the I/O shield, I like my systems to look good, including the parts that aren't often seen.

 

[thelastjuju]

Fair enough, but the truth is that 99% of people would NEVER actually be at a detriment by running a PC without an IO shield..

Its not like you are running a PC in the middle of a hospital surrounded by various medical devices.. but they include it mostly to cover their asses in those types of scenarios.

 

[MagnusTheBrewer]

OP, what's the latest? Did Asus get it sorted out? Do you have a working MB?

 

[Nebor]

Really? An I/O shield does absolutely nothing? Then why do manufacturers waste their money manufacturing them and including them with the boards?

Couldn't be because it helps with EMI suppression? Or keeps fingers/USB cable ends/speaker jacks/etc. out of places they shouldn't be when trying to insert them into the various ports, thereby preventing an inadvertent short?

Naaaa.....couldn't be any of those reasons. Guess the motherboard manufacturers just like needlessly spending unnecessary money.

Manufacturers actually include those at no cost to themselves. They're subsidized by the I/O shield industry as part of their marketing strategy to boost their much larger retail sales division. It's all about Big Shield's sales, and EMI, air flow and all the rest of it are like the bullet points on the back of a Monster cable product: just fluff.

 

[Baasha]

OP, what's the latest? Did Asus get it sorted out? Do you have a working MB?

The board shipped out yesterday evening from Indiana!

It took them a week and a half to process my "advanced" RMA.

So, no verdict until the board is in my hands, or rather, my system and running buttery smoove.

Until then, ASUS' CS still sucks donkey balls.