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  1. #1
    New ROGer Array
    Join Date
    Feb 2019

    Why’s is customer service such crap?

    Am I the only one? I need to RMA a card and after 3 days of talking to support and paying for shipping I still have no shipping info. Is it always this unreliable?*

  2. #2
    TeamROG Moderator Array xeromist PC Specs
    xeromist PC Specs
    Laptop (Model)Dell Inspiron 15 7567
    MotherboardMSI x470 Gaming Plus
    ProcessorAMD 2600X
    Memory (part number)16GB Crucial Ballistix Elite 3600
    Graphics Card #1ASUS GTX 1080 Strix
    MonitorBenQ BL3200PT
    Storage #1Intel 600p NVMe
    CPU CoolerWraith
    Casecustom Antec 900
    Power SupplyCorsair HX1000
    Keyboard Logitech Orion Spark
    Mouse Logitech MX500
    Headset Plantronics 777 with Oregon Aero upgrade
    xeromist's Avatar
    Join Date
    Jul 2010

    I don't have any inside info but I used to work in a phone support job.

    My guess is that most people have an adequate support experience based on ASUS sales volume. If they were doing as badly on every support case as some of the stories posted here they wouldn't have the repeat business keeping their business alive.

    So why are some support cases so bad? Based on what I saw as a support person in another company, the people on the front line answering phones are minimally trained and minimally paid. Why? Because premium support costs more and companies that offer it no longer exist or are relegated to boutique status. I'll use myself as an example: Last time I bought a gaming laptop I didn't even look at Origin PC or Falcon Northwest because they are expensive. I bought a Dell because it was much cheaper in the 1050ti range. So I'm part of the reason why premium support is rare because I choose not to pay for it. Most people are the same so we're all to blame.

    TL;DR: Large companies target a "good enough" level of support because most consumers refuse to pay the extra margin that better support would cost.
    * Support disease research with Folding@Home *

    < < < Click the drop-down above my avatar for my PC specs!

  3. #3
    ROG Guru: Yellow Belt Array pndiode PC Specs
    pndiode PC Specs
    Laptop (Model)ASUS G752VL-DH71
    MotherboardROG Maximus IX Extreme
    Memory (part number)G-Skill F4-3600C19Q-32GTZRB
    Graphics Card #1ROG Matrix GTX 980TI -P-6GD5 Bitspower Water Block
    Graphics Card #2ROG Matrix GTX 980TI -P-6GD5 Bitspower Water Block
    MonitorSAMSUNG S22D300HY (2 ea)
    Storage #1WD Black SN750 1TB
    Storage #2WD Blue 4TB (4 ea)
    CPU CoolerEK PE 360 (Top), PE 240 (Front), and Xres 100 Elite
    CaseROG Strix Helios
    Power SupplyThermalTake Toughpower 1200W
    Keyboard Cerberus
    Mouse Logitech MX Master S2
    Headset ROG Strix Fusion 300
    Mouse Pad Generic
    Headset/Speakers Bose Companion 3 Series II
    OS Win 10 Pro 20H2
    Network RouterGeneric
    Accessory #1 ROG Aura Terminal
    Accessory #2 ROG 10GB Express
    Accessory #3 Corsair ML140 (4 ea), Corsair ML120 (3 ea)

    Join Date
    Jan 2016

    I only communicated with AUS support through email for two RMA’s and I never had any problems. All the answers to the questions they were looking for were already in my technical inquiry (with attached pictures). All I had to do was download/fill out the RMA Checklist, read the PTSI RMA instructions received from ASUS Support in an email, and ship out the part.

  4. #4
    New ROGer Array
    Join Date
    Jul 2019

    I have always gotten quick responses, within 24hrs on the 2 products I have had to RMA in the past.

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