I've been a fan of Asus motherboards and laptops for over 20 years, and this is not the company that I remember. My last Asus laptop had barely been out of warranty when it fried it's motherboard. At the time, Asus was quoting me too high of a figure that made sense, so I reluctantly bought another Asus laptop because I was still a fan of the company, and I also bought one for my wife. We bought two ROG GL551-DS74 laptops because I needed one for work/travel, she needed one for architecture.
Her GL551-DS74 laptop began having issues starting with the Windows 10 1803 update. It refused to boot. We understand things happen, so we send it in for diagnostics. That was more than a month ago. Here is the timeline so far.
5/24/18 - Asus receives laptop for repair
5/30/18 - Asus sends invoice for over $600 dollars (motherboard), wife pays it immediately with credit card
2nd week of June - Wife calls support for status update and is told they will return her phone call within 24-48 hours. They never call back.
6/15/18 - Wife calls again for status. Again she is told they will call back in 24-48 hours. They never call back.
6/18/18 - Wife calls AGAIN. Told they will look into again, escalate it and call back 24-48 hours. They never call back.
6/20/18 - I call Asus, angrily, because they're giving my wife the run around. Finally I'm told its a parts issue, and that it should be sent out by the end of this week.
6/25/18 - I called Asus at again at my wife's request. I was basically told again that they had no interest in making this right by shipping something equivalent. It has now been 1 month.
6/27/18 - Asus called my wife, to tell her that they had no update. Each time, they promise they are reaching out to magical repair facility to request an expedite. They are using it as a scapegoat.
A few things are bothering me here. First is the price. It's a laptop board, so it's going to be more expensive, but $600 seems excessive. Be prepared for that if you buy a Asus laptop. Second, we still don't have a working laptop back, and it will undoubtedly be over a month in Asus's hands before we finally get it. Last, and most annoying, is the lack of customer service my wife experienced. She placed at least 3 phone calls to Asus over the course of the month trying to find out where the laptop is, only to be endlessly transferred, "escalated", and then falsely told they would call her back.
This is no longer the company that I remember when I was young and using their motherboards to build computers with.
Her GL551-DS74 laptop began having issues starting with the Windows 10 1803 update. It refused to boot. We understand things happen, so we send it in for diagnostics. That was more than a month ago. Here is the timeline so far.
5/24/18 - Asus receives laptop for repair
5/30/18 - Asus sends invoice for over $600 dollars (motherboard), wife pays it immediately with credit card
2nd week of June - Wife calls support for status update and is told they will return her phone call within 24-48 hours. They never call back.
6/15/18 - Wife calls again for status. Again she is told they will call back in 24-48 hours. They never call back.
6/18/18 - Wife calls AGAIN. Told they will look into again, escalate it and call back 24-48 hours. They never call back.
6/20/18 - I call Asus, angrily, because they're giving my wife the run around. Finally I'm told its a parts issue, and that it should be sent out by the end of this week.
6/25/18 - I called Asus at again at my wife's request. I was basically told again that they had no interest in making this right by shipping something equivalent. It has now been 1 month.
6/27/18 - Asus called my wife, to tell her that they had no update. Each time, they promise they are reaching out to magical repair facility to request an expedite. They are using it as a scapegoat.
A few things are bothering me here. First is the price. It's a laptop board, so it's going to be more expensive, but $600 seems excessive. Be prepared for that if you buy a Asus laptop. Second, we still don't have a working laptop back, and it will undoubtedly be over a month in Asus's hands before we finally get it. Last, and most annoying, is the lack of customer service my wife experienced. She placed at least 3 phone calls to Asus over the course of the month trying to find out where the laptop is, only to be endlessly transferred, "escalated", and then falsely told they would call her back.
This is no longer the company that I remember when I was young and using their motherboards to build computers with.
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