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  1. #1
    Frakking frustrated Array Dysternaut's Avatar
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    Angry I am officially done with ASUS and will never touch their products again

    I have always liked ASUS, and have bought many of their products over the last 10+ years. My impression has always been that they were a quality brand. An impression they have now thoroughly smashed to itty bitty pieces. Here's my story, which consists of two main parts.

    Part 1: Quality
    I bought a PG279Q monitor from a local internet retailer here in Denmark a few months ago. A very expensive piece of equipment which I was very psyched to be able to afford after some time saving up for it.

    When I get it, it has terrible light bleed in the bottom right corner and a dead pixel. I contact the store, but they want me to send it in and wait for them to sort it out. So I try contacting Asus directly and send along some pictures of the problems. They send me a replacement, and my first unit was returned in the same process. Nice service!

    The second unit is worse, even more bleed and another dead pixel. I’m crushed. So I contact Asus again, and once again I get a replacement and mine is returned. The third has the exact same problem, worse than the first, but not as bad as the second. I give up and return it after Asus agrees to provide me with my money back. It takes over a month for the refund to be processed all the way back to the store where I bought it, but I finally get my money.

    I am severely shocked by the quality issue with these monitors, especially considering what they cost! And reading up on this forum just indicates to me that this is a very big problem. So much for Asus being good quality hardware.

    Part 2: Service
    A year ago I bought a ROG G20AJ desktop computer, which I was very happy with for the first six months, especially after installing Windows 10 instead of that abysmal Windows 8. However, it started to be unstable. Sometimes, about 1 out 7 times, it would present a blue screen error 0xc0000225 and the message that “Your PC/Device needs to be repaired. A required device isn't connected or can't be accessed.” Only way to get it to boot up was to hit the power button again, wait a few secs and try again. When the error occurs, the SSD disk in the computer was not to be seen in the BIOS, it seems the problem was related to that SSD.

    I start a case with Asus, and they provide me with a few things I can try in the BIOS, but the problem persists, and also starts occurring more often. The Asus rep, who has not been particular courteous or service minded, but who has at least tried to help me with a few suggestions, finally suggests we send it in for service. I discuss the warranty with him, as I would like to check myself if it is just a loose cable, but alas, I cannot open the case without voiding the warranty.

    I fiddle about Asus’s RMA website for a good while, trying to get it to accept my inputted data. After some trial and error, it finally gets through. I had to cut my problem description in half, due to their RMA form severely limiting the number of characters you can enter. I copy pasted from my original problem description on the case, but had to cut it down a lot due to the limitation. As a precaution, I put all screenshots and the full description on the desktop of a newly created Windows user with the name “ASUS Support” which I also set the machine to autologin to after clearing it of my own data. It’s sent off for service in Sweden.

    The unit is returned to me fairly quick. I packaged it very well when I sent it off, but what I get in return is not nearly packaged as well. It seems to have survived the journey though, so I unpack it. The computer itself is VERY dirty, dusty and riddle with smudged black fingerprints. Luckily no scratches or anything else severe, but I spend about 15 minutes cleaning it. I’m glad it got back to me in one piece, as the box looks like it’s been through a war zone.

    I boot it up and it boots up in Windows 8.1 just fine. No problem, I can reinstall Windows 10 myself. However, I soon discover that the operating system is installed on the 1 TB harddrive in the system, and the SSD drive is nowhere to be found in either Device Manager or BIOS. So I sent in the system with an unstable SSD and got it back with NO SSD. Fantastic!

    I’m a patient man, but after this I am pissed off. So I write Asus a complaint by way of their website, and explain the case in details and how I was returned a more broken product than I sent in for service. I get a snide reply in return, which in no way apologizes or anything like that, but just blatantly blames the whole ordeal on my problem description! I swear to god, I have steam coming out of my ears at this point.

    I write an 8 paragraph long mail back (about as long as this forum post), explaining how this can in no way be my fault, and how I would expect just a small amount of courtesy and service mindedness on their part. I just got a short answer that it needs to be sent in for service again. That was the straw that broke this camels back. I am through with Asus. I am never buying one of their products again, and I will never recommend anyone to go near their products when they ask for my advice on buying hardware. I am also dreading what kind of state my computer will be in this time, when I get it back.

    I also tried reaching out to the guy working at Asus Nordic (who are behind all my correspondence with Asus) which handled my LCD monitor case, for at least he had some courtesy and seemed very service minded. But I was told he is no longer with Asus. Can’t say that it surprises me that the one guy I had contact with who was decent at his job is now fired or has moved on.

    So just let this be a warning to anyone else buying Asus products in the nordic countries of europe. You better pray to god your hardware doesn’t fail you. I was actually considering the PG278Q after my incident with the PG279Q, but before my computer broke. Now I’m going to be avoiding all Asus products like the plague they are.

    And to everyone who has read through all that… thank you for listening to my tale of Asus woe. Peace out!

  2. #2
    ROG Member Array jex40 PC Specs
    jex40 PC Specs
    MotherboardASUS 970 Gaming Pro/Aura
    ProcessorAMD FX-6300 3.5ghz Six-Core Socket AM3+ 942
    Memory (part number)Kingston DDR3 1600mhz KVR16N11S8/4
    Graphics Card #1ASUS GeForce GTX-750ti
    Sound CardOn-Board SupremeFX-8 Channel
    MonitorViewSonic 24" 16:9 DVI & Hyundai 22" DVI
    Storage #1SanDisk 2.5 128gb SSD System
    Storage #22 WD Greens local, Promise FastTrak RAID-1 PCIe Array 2TB
    CPU CoolerCurrently Stock
    CaseAntec 1100
    Power SupplyAntec HCG-620M
    Keyboard PS2 hard-wired
    Mouse Logitech M510
    OS MS Windows Pro SP164 bit
    Network RouterD-Link Gigabit Router to Comcast
    Accessory #1 SeaGate USB-3 4TB external backup storage

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    You're not alone... It's just taken me 2 weeks with ASUS support with unpronounceable names who know diddley-squat about M.2 storage devices or even what the part numbers mean in their own QVL for the ASUS 970 Gaming Pro/Aura and I'm looking for the exit.

  3. #3
    ROG Guru: Yellow Belt Array
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    I feel for you lads, how frustrating.

    I had a similar incident. I purchased a £700 Asus monitor from a UK supplier. When it arrived the box had been opened. I fired it up only to find the screen was totally shattered internally. Basically they had sent me someone else's cast off, a returned, defective product. I returned it of course, but had to wait a month before my money was back in my account. No apology at all.

    So not an Asus issue for me, but from my own experience I know how bloody angry this stuff can make a person.

  4. #4
    ROG Guru: Yellow Belt Array AlexB121 PC Specs
    AlexB121 PC Specs
    Laptop (Model)Asus Rog G501
    MotherboardROG Crosshair VIII Formula
    ProcessorAMD Ryzen™ 9 3950X 3.5GHz 16 Core 32 Threads Max Boost Clock Up to 4.7GHz
    Memory (part number)G.Skill Trident Z RGB 32GB 4 x 8GB DDR4-3200 PC4-25600 CL16 Dual Channel
    Graphics Card #1ASUS ROG STRIX GeForce® GTX 1080 TI
    MonitorASUS MG28UQ Gaming Monitor x2 + ASUS ROG Swift PG258Q + Asus VG278Q 27"
    Storage #1Sabrent 1TB Rocket Nvme PCIe 4.0 M.2
    Storage #2Sabrent 1TB Rocket Nvme PCIe 4.0 M.2
    CPU CoolerEKWater EK-KIT X360
    CasePhanteks ENTHOO EVOLV ATX GLASS
    Power SupplyASUS ROG Thor 850 80+ Platinum 850W
    Keyboard Corsair Gaming K95 RGB
    Mouse ROG Spatha
    Headset ASUS Strix 7.1 Superior True 7.1 Surround Gaming Headset & ASUS Strix 7.1 Superior True 7.1 Wireless
    Mouse Pad Asus ROG Republic of Gamers Design 001
    Headset/Speakers Asus ROG Strix 7.1 + Asus ROG Strix 7.1 Wireless
    OS Microsoft Windows 10 Pro
    Network RouterAsus ROG Rapture GT-AX11000+ Verizon/Fios Home Router G3100
    AlexB121's Avatar
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    Buy Straight from ASUS only and not retail supplier and ur problem is solved

  5. #5
    ROG Guru: Yellow Belt Array AlexB121 PC Specs
    AlexB121 PC Specs
    Laptop (Model)Asus Rog G501
    MotherboardROG Crosshair VIII Formula
    ProcessorAMD Ryzen™ 9 3950X 3.5GHz 16 Core 32 Threads Max Boost Clock Up to 4.7GHz
    Memory (part number)G.Skill Trident Z RGB 32GB 4 x 8GB DDR4-3200 PC4-25600 CL16 Dual Channel
    Graphics Card #1ASUS ROG STRIX GeForce® GTX 1080 TI
    MonitorASUS MG28UQ Gaming Monitor x2 + ASUS ROG Swift PG258Q + Asus VG278Q 27"
    Storage #1Sabrent 1TB Rocket Nvme PCIe 4.0 M.2
    Storage #2Sabrent 1TB Rocket Nvme PCIe 4.0 M.2
    CPU CoolerEKWater EK-KIT X360
    CasePhanteks ENTHOO EVOLV ATX GLASS
    Power SupplyASUS ROG Thor 850 80+ Platinum 850W
    Keyboard Corsair Gaming K95 RGB
    Mouse ROG Spatha
    Headset ASUS Strix 7.1 Superior True 7.1 Surround Gaming Headset & ASUS Strix 7.1 Superior True 7.1 Wireless
    Mouse Pad Asus ROG Republic of Gamers Design 001
    Headset/Speakers Asus ROG Strix 7.1 + Asus ROG Strix 7.1 Wireless
    OS Microsoft Windows 10 Pro
    Network RouterAsus ROG Rapture GT-AX11000+ Verizon/Fios Home Router G3100
    AlexB121's Avatar
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    Been buying from asus for over 10 years and not one issue and i have just about everything they offer from motherboard to monitor to router to laptop to keyboards to mouse i mean just about everything ROG Never failed me but i only buy direct ......

  6. #6
    Frakking frustrated Array Dysternaut's Avatar
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    Quote Originally Posted by Asus121 View Post
    Been buying from asus for over 10 years and not one issue and i have just about everything they offer from motherboard to monitor to router to laptop to keyboards to mouse i mean just about everything ROG Never failed me but i only buy direct ......
    Sorry, but I fail to see your point?

    I may not have bought directly from Asus, but my horrible support experience was handled directly by Asus. You've just been lucky not to have to deal with their support.

    Besides, don't even think buying directly from Asus is an option in my country.

  7. #7
    ROG Guru: Yellow Belt Array Veovis PC Specs
    Veovis PC Specs
    Laptop (Model)Eluktronics N131WU
    MotherboardMaximus VI Impact
    ProcessorIntel i7 4770K
    Memory (part number)F3-1866C9-8GXM
    Graphics Card #1Asus strix 1080 A8G
    Graphics Card #2Radeon Navi FE edition
    Sound CardCreative SoundBlaster x7
    MonitorMassdrop VAST
    Storage #1Samsung 850 Evo 1tb
    Storage #22 x Seagate Desktop SSHD ST4000DX001 4TB 64MB Cache
    CPU CoolerCooler Master Sideon 120 XL
    CaseGamerstorm Tristellar
    Power SupplySeasonic PRIME titanium 650
    Keyboard Massdrop ALT keyboard
    Mouse Logitech G602 Mouse
    Headset Sennheiser HD58x Julibee
    Mouse Pad Laser megamat
    Headset/Speakers Creative SoundBlaster x7
    OS Windows 10 pro 64bit
    Network RouterNighthawk 8x
    Accessory #1 Samson GO mic
    Accessory #2 Logitech C9000
    Accessory #3 AVEGANT GLYPH
    Veovis's Avatar
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    Hunh, I'd argue that this is a good reason to just avoid that particular monitor and desktop series. But not a reason to abandon the Asus line (like if you're building a computer or need a router or something that isn't those two products.)

    That said, thanks for the information and I'll be sure to be wary of asus products during a launch and be darn well sure to look over the new technology for flaws during a press release.
    Last edited by Veovis; 03-23-2016 at 06:29 PM.

  8. #8
    Frakking frustrated Array Dysternaut's Avatar
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    The absurdities of their support and service continues. I have now gotten my machine back from the second service trip. They have finally replaced the SSD disk and the machine seems to be wortking now.

    The machine was dusty and dirty again when I received it though, and after cleaning it, I found one very noticeable white scuff mark on the side of the case, a small but noticeable scratch on the other side and a notch, probably from tool, on the side of the plastic on the bottom of the case.

    Have written their support once again (for god knows what time by now) and sent them pictures of the damages.

    To be continued...

    Quote Originally Posted by Veovis View Post
    Hunh, I'd argue that this is a good reason to just avoid that particular monitor and desktop series. But not a reason to abandon the Asus line (like if you're building a computer or need a router or something that isn't those two products.)

    That said, thanks for the information and I'll be sure to be wary of asus products during a launch and be darn well sure to look over the new technology for flaws during a press release.
    I kinda get where you're coming from, but that sort of only applies to my case about the three defective monitors I have received. When it comes to their complete and utter failure when it comes to support and service, there is no excuse and it reflects directly on the brand.

    I have worked as an IT supporter for 9 years myself, and I'm positive that if I had addressed paying customer the way Asus support have addressed me, I would have been fired within a week!

  9. #9
    ROG Guru: Green Belt Array drop4205 PC Specs
    drop4205 PC Specs
    Laptop (Model)What are laptops
    MotherboardMaximus XI Formula
    ProcessorI9-9900K
    Memory (part number)Gskill Trident Z F4-3200C14-32GYZR
    Graphics Card #1Nvidia Reference RTX2080TI
    Graphics Card #2ha I wish
    Graphics Card #3ha I wish
    Graphics Card #4ha I wish
    Sound Cardha I wish
    MonitorAsus VN247H-P 23.6"
    Storage #1Samsung970 EVO Plus 1T
    CPU CoolerHeatkiller
    CasePhantex Evolove X
    Power SupplySessonic Prime Titanium 850
    Keyboard ROG Strix Flare
    Mouse ROG Gladius II
    Headset Astro A40
    Mouse Pad Corsair
    OS Windows 10 Home 64 Bit
    Accessory #1 Ek GPU Block
    Accessory #2 EK SE 360 Rad, EK PE 360 Rad
    Accessory #3 EK D5 Vario 140 Pump/Res
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    dusty n dirty you cant blame asus for.
    Maximus XI Formula, I9-9900k, Phantex Evolove X, Seasonic Titanium 850W, Custom loop PE360+SE360 Rad, G.Skill Trident Z F4-3200C14 32g, Nvidia Reference RTX 2080 TI, Samsung 970 EVO Plus 1Tb, ROG Strix Flare keyboard, ROG Gladius II

  10. #10
    Frakking frustrated Array Dysternaut's Avatar
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    Quote Originally Posted by drop4205 View Post
    dusty n dirty you cant blame asus for.
    And why not? It was clean when I sent it in. And the irony is that the service description states that the machine has been cleaned before it was returned to me, for my convenience.

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