Warning about Asus products

[labuerkle]

If you buy and Asus motherboard and are unfortunate to have problems with their products you will get very angry with them. It is almost impossible to get any kind of tech support from them through email, phone or even their web page. The web page is totally unorganized for solving problems. You will not be able to sort through their faqs for a specific product and their faqs only contain basic questions that don?t not relate to what you?re looking for. If you try to email you will find the their email to tech support is down often and when you are finally able to email them they will only give you a phone number to call for support. This number isn't toll free by the way and this number is not listed in the instruction manual. The only number listed in the instruction manual is an international number that will not be able to help you any way. Also when you do call the long distance number states side be prepared to wait 5 to 10 minutes to talk to an operator who will ask you for a case number as if you should have one already. They want you to get this case number off their page if you can ever find where that is. Then after that be prepared to wait an additional 30-minute before your transferred to a voice box. There you will be asked to leave you name and number. The real kicker is you will NEVER be called back EVER! I'm still waiting for my call back from Monday, Tuesday and Wednesday from last week.

Needless to say I returned my motherboard back to never ever buy and Asus product again and to warn other about the same problem.

 

[Drakkon]

I've gone through the asus hassle as well. Tech support is no help whatsoever when it comes to them. The only thing u can hope for is buying from a company like newegg lets you return their product if it goes bad under warrenty.
The funny thing is I had an Iwill board and an Asus board that needed an extra components (for the 5.1 sound) that connects to the mobo that wasnt in the box. I email Iwill and Asus....Asus gives me a reply to their tech support number...Iwill gives me a reply of "What is your Address?" (that was literally the text of the message)...I thijnk what the hell reply to iwill with my po box (just incase its gunna get junk mailed) and try calling asus to see what happend...and the same 45 minutes of absolutely no resolution over the phone with asus....
but beleive it or not 2 weeks later i recieve a package from iwill compleately free of charge from some asian country with the part i needed for their board go IWill!!! booooooooo Asus!!!!

 

[labuerkle]

I also bought my motherboard from Newegg. Good thing the had a good return policy or I would have been steaming even more. I did finally solve my problem I had by asking people in forums. It just took a week of trouble shooting with every ones advice. If it wasn't for the forums and the knowledge base they have I would have never fixed the problem

 

[BuckMaster]

Hey labuerkle,

Sorry for your bad luck with tech support with Asus. I know the feeling but not so much as Asus. I hate to say it but I had the same problem with MSI. After asking to talk with a Manager and keeping my cool I was able to get a new board and a upgraded aboard at that. I totally understand your fusturation!! The bad thing it happens at more big companys like Asus then you might think. I work for a company that deals with IT hardware companys all the time its nothin new trust me. Its hard now days to find good customer service!

Hope you find a new board to your liking!

 

[BuckMaster]

BTW..You guys hit the nail on the head! I buy from newegg for two reasons. GREAT prices and easy returns with NO hassles!!!!

 

[bozo1]

That really isn't an ASUS issue. Almost all motherboard manufacturers are the same way. None of them are really setup to deal directly with consumers - you are expected to deal entirely with your dealer, not them directly. You should know this going into the purchase.

 

[BuckMaster]

That really isn't an ASUS issue. Almost all motherboard manufacturers are the same way. None of them are really setup to deal directly with consumers - you are expected to deal entirely with your dealer, not them directly. You should know this going into the purchase.

Thats funny most dealers tell you anything over 30 days you most go through the Manufacturer
with any hardware related problems. But I know what your saying.

Most dealers like to try and blame another piece of hardware of what ever the problem might be not wanting a return item.

 

[gistech1978]

lesson here
always post your questions in forums or look around in forums before wasting money on expensive tech support calls.
but that doesnt let ASUS off the hook for inadequate tech support.
that sucks, what was wrong with the board?

 

[jam3]

Originally posted by: bozo1
That really isn't an ASUS issue. Almost all motherboard manufacturers are the same way. None of them are really setup to deal directly with consumers - you are expected to deal entirely with your dealer, not them directly. You should know this going into the purchase.

Yeah thats fine but they should keep well organized documentation and downloads (bios updates, etc) for their products on their web page. And although I buy alot of asus mb's because I have had a great experience with the boards I gotta agree with the original poster that their site leaves much to be desired, even after the last update (before that it was just frickin awfull!).

 

[labuerkle]

I was having problems with the computer shuting down after 3 seconds of booting up. It wasn't until I tried another motherboard and had the same problem that I realized it didn't have any thing to do with Asus motherboard. It turns out with the newer motherboard my power supply wouldn't work. It was a 300 watt, but I think it had something to do with the voltage. Also with my new motherboard and new power supply I noticed that there was an extra place to plug in another power cord. My other power supply and other motherboard didn't have this. I did post to a few forums, but nobody had the answer to my problem other then updating the bios. I just stumpled across it when I installed my new power supply and noticed a strange cord I never saw before and then I looked on my motherboard and noticed a spot for it. Once I plug that extra power cord in every thing was fine. In case you wonder the extra power cord is 4 pin unliked the normal 20 pin power cord.

This was something I believe tech support could have solved quickly if could have every talked to them. However, since I never got through and they never called me back, they didn't get my money and nor will they ever again. Until this posting I didn't realize this was the case for other motherboard makers too, but at least you got through with MSI.

Anandtech did a review of N-force motherboards and they did mention Asus as not being the best when it comes to tech support. I should have listened, but I thought like most people, it won't happen to me

 

[mrman3k]

That is why you buy motherboards from Fry's, if it doesn't work, you pack it up, drive down there and get another one. Simple and quick even though it might be $10 more than Newegg.

 

[floccus]

Originally posted by: labuerkle
I did post to a few forums, but nobody had the answer to my problem other then updating the bios.

Ok, well if I remember correctly, no post from you had details that would help us. Oh, my computer boots up and then powers down after three seconds... there are literally a million reasons for this type of thing. Its not our fault that you had a bad PSU the first time, we didn't make it not supply the correct voltages.

Also, the 4-pin connector is part of the new ATX standard that supplies a line directly to the cpu/northbridge area. Its mainly for P4 use but some Athlon boards use it too.

Gah, this post just pisses me off. Sure ASUS's tech support sucks, so does most manufacturers. And your problem wasn't even with the board, it was your own crappy PSU so, gah... I'm just mad... you... gr....

*goes off to chill in corner... *

 

[labuerkle]

 

[labuerkle]

Sorry for the double post

They may have been millions of reason for why it was doing that, but I only need one to fix my problem. Besides what more could I have said for some to aid me in my problem since I wasn't asking for help but stating a problem with Asus tech support?

My description of my problem was very accurate. It would only power up for 3 seconds and shut down. What more could I say so it doesn?t piss you off.

Until this problem I was unaware of the new ATX standard. How hard would it have been for Asus to include something like my problem in their faq? Apparently when I was posting on Future Mark not to many people were aware of this new standard either.

Also I never said Asus made bad motherboard or it was entirely their fault. The instruction manual never mentioned any thing about needing to have power supply that meet the current standard. You would think when people upgrade that this would be a common problem with older power supplies. Aus had to know this was going to be an issue and should have stated it somewhere. When you buy other product don?t they list minimum hardware requirements?

Before this problem all I every owned was Asus motherboards and never had a problem, but when I do a have problem I want to know that their going to support what they sell. My whole gripe has been about their tech support, customer service and documentation. I?m simply saying I won?t buy their product again for those reasons. Those also might be good reason for some one else out there to, but if you never had a problem with their product and like what they have done for you, good for you.

 

[buttons3]

call on a cell phone with free long distance, call when they open in the morning and u will get a tech to help, u always get a call back, but you have to tell them when to call u, this should be moved to another forum, cause it ain't anymore than moaning and groaning and smearing the name of a legit company, just trying to help, everyone, worldwide it seems, including u
the quality of their products speak for themselves, nuff' said

 

[labuerkle]

It is moaning and groaning about Asus tech support, but not smearing since its the truth.

 

[alkemyst]

I just bought a TUV4X (older motherboard), had two calls in and both had call-backs/email backs in 24 hours. You have to get the CASE NUMBER from their website first and it's all easy after that.

Perhaps I got lucky but I doubt it.