11-29-2020 07:14 PM - last edited 3 weeks ago by ROGBot
11-29-2020 09:42 PM
11-30-2020 09:31 AM
BlooHook wrote:
Yeah, I'm having a similar issue with my motherboard right now.
For clarification, I've been pretty loyal to ASUS for my motherboards for the last 6-7 years. The board I had before this was the Rampage IV Black Edition and outside of one RMA, the board ran stable until purchasing this one. The Rampage VI Extreme was my obvious choice as I'd had fairly good response when dealing with issues and the board itself runs solid and never gave me any major problems...
11-30-2020 03:14 AM
11-30-2020 07:29 AM
12-07-2020 01:17 PM
Megascrypt wrote:
Current and perspective customers will be relying a lot on the best given customer support, this seems to be a big deterrent factor.
Companies should be really careful how they go about their support, the least to say, not to make it so the word of mouth will be further spread in a bad way that can have a huge negative impact, regardless of the companies size and popularity ranked in the industry.
Sometimes takes years if ever to bounce back and rebuild the big name you’ve worked on for years when too many customers get mistreated without proper rectification.
12-15-2020 08:53 AM
11-30-2020 11:12 AM
AzemNite wrote:
Hi, first time posting. And first time ever having to deal with Asus support.
I love their products, but so far their customer support is beyond horrendous.
I got a Zephyrus G14 right after release date. I loved the laptop but I noticed it has some coil whine.
I thought, let me break it in and it might go away. But then I started having other issues and I opened a case with Asus to get the laptop RMA'd.
I thought everything was going smoothly, until I got the laptop back. And all they did was re-install windows. Like reinstalling windows would fix coil whine, a faulty speaker and a screen that disconnects and shuts off whenever it feels like.
I reached out and had a second RMA set up. This is where everything went downhill.
First, they had me ship my laptop to a facility halfway across the country that apparently was no longer active.
Then for a month, they denied me any information on where my laptop was.
When I finally pestered them enough they told me it was sitting in a pallet waiting to be moved to the new facility.
Here's the kicker, the new facility wasn't even opened yet according to the Asus tech I spoke with on the phone.
And it's only a 40 minute drive away.
Fast forward 2 months and I was told I would finally have an update.
I did get one, I was told my laptop arrived in the new facility but it would be a month and a half before they can fix it.
Okay. So I left them alone for a month and a half because they gave me a due date.
3 days before the due, I called and asked for an update and I was told it would be done and shipped on the due date.
Now a week after that due date, I can't even look up my RMA number anymore because it's not found in their systems.
And no one is replying to the emails, and no one I call has an answer to where the laptop is.
During these 6 months since this all started. I have spoken to 17 different people.
I had one person 3 times, repeat to me the exact same copy and paste answer he gave me the day before.
And did not acknowledge it did not solve the answer until I told him he was the one who made me ship my laptop to a facility that doesn't exist anymore.
Three supervisors who are possibly the WORST at replying to emails. Ever.
One of which gave me their direct line, and refuses to pick up the phone or says he'll transfer me to someone and then hangs up.
At this point, I am convinced Asus has lost my laptop are avoiding responsibility, and are avoiding to admit that they royally ****ed up.
12-02-2020 07:13 PM
cl-Adrian@ROG wrote:
My name is Adrian from the ASUS Customer Loyalty Team here at our North America Corporate Office. If you would allow, I would be more than glad to help provide a resolution to this nightmare. Please PM or email me with the below details so I can work with related personnel to get this straightened out.
Product S/N:
RMA #:
Full name:
Phone#:
Email:
My email is cl-adrian@asus.com.: