Has Asus support dwindled to nothing?

[FatalSaviour]

I've long been a fan of Asus products. Their build quality in the past has been fantastic, and I've been happy to recommend them to friends and family alike over the years.

There have been gripes, (the A8N-Sli Deluxe fan debacle comes to mind, although to their credit they replaced the fan FOC fairly quickly), their download servers are sometimes either broken or extremely slow, but I can live with this for the most part - they get there eventually.

However, in October 2006, I was installing a CPU waterblock onto my A8N32-Sli motherboard when all of a sudden I hear this snap...it turns out the thread on the backplate has sheared off completely, and the waterblock has popped off - no big loss at the time as the board was horizontal, but I was horrified to think what could have happened had a Scythe Ninja or some other heatsink had been on there.

Always the optimist however, I write to Asus support, requesting a replacement backplate. After hearing nothing a week, I finally receive a reply from a CSR called Sky who is 'sorry to say that we have just received your letter due to our mail system errors.'

No problem I think...this will all be over fairly soon...


However, January comes and goes, with no replacement backplate, and I am assured that my case will be passed on to a UK representative. I'm a bit skeptical, but give them the benefit of the doubt.

March comes and goes...and I am assured once again that they will chase this up.

On the 23rd April, after another few e-mails I am told "Sorry for your waiting. It is because the person who deals with the cases in UK has alreayd left our
company. So we will arrange another engineer to help you ASAP."

It is at this point that I request a senior CS Representative's contact details, so that I may register a formal complaint.

'Maggie' however seems loathe to provide me with such details, and instead promises that she will both chase up the issue, and make the complaint for me.

After nearly 7 months of waiting, I'm beginning to feel that perhaps patience is not the best option after all, and am entirely disillusioned with Asus' so called 'support'.

I'm really hoping that this is just an isolated incident, but would be interested to know if anyone else has experienced problems similar to these?

[moogle]

Originally Posted by FatalSaviour

On the 23rd April, after another few e-mails I am told "Sorry for your waiting. It is because the person who deals with the cases in UK has alreayd left our
company. So we will arrange another engineer to help you ASAP."

It is at this point that I request a senior CS Representative's contact details, so that I may register a formal complaint.

'Maggie' however seems loathe to provide me with such details, and instead promises that she will both chase up the issue, and make the complaint for me.

I'm really hoping that this is just an isolated incident, but would be interested to know if anyone else has experienced problems similar to these?

Apparantly Maggie has been talking to me too, since Feb. Still waiting for a I/O Shield and she said the exact same reason, the UK person left the company. I don't mind waiting for the shield but your backplate seems more serious. Plus you cant use it without it. I wonder if there are more

[moogle]

got a reply today, finally theres life in the uk part.

[FatalSaviour]

Same here!
'Rickey' has replied, and it looks like things may eventually be moving after all!
Still, a 210 day turnaround seems excessive, and I'm trying to register a formal complaint with Asus.
Maggie's very unwilling to provide me with the contact details of any superior however, but unfortunately, I just can't assume that they will be passed on otherwise

I'm pleased you've been contacted Moogle, now let's hope these parts come!

[ionicle]

never had to complain to them, but the speed on the download server takes the P*** somtimes

[moogle]

Originally Posted by ionicle

never had to complain to them, but the speed on the download server takes the P*** somtimes

ya 30 mins for a 5mb manual download anyone?

fingers crossed fatal, i dont want to be waiting another month or so.

[ionicle]

Originally Posted by moogle

ya 30 mins for a 5mb manual download anyone?

fingers crossed fatal, i dont want to be waiting another month or so.

its really just...horendus, i had a socket A asus board, and reinstalled windows a few times, never have i gone back to asus since that point

[amjedm]

I contacted them last year about a replacement backplate for a A8N SLi Premium and was told it's not a part they carry spares of so good luck guys

[christad]

Not only asus has the problem with customer service, this happens to a lot of companies within different bussiness fields..

[moogle]

well im still stuck with the problem. the uk asus guy responded only once, and then failed to respond back anymore. just to show you how long this has been going on for.

Re:Re:Re:Re:Re:Re:Re:Re:Re:Re:Re:Re:Re:Re:Re:Re:Re:<TSD> Motherboard A8N32-SLI Deluxe

still waiting to get it sorted :/

[FatalSaviour]

If it's any consolation moogle, I'm still waiting on a satisfactory resolution of the problem.
I can honestly say I have never encountered such poor customer relations! I think I may be switching to Abit or another board manufacturer in future, as this has just been a thoroughly miserable experience!

[OilSheikh]

What I have noticed is they reply to e-mails after 48 hours from China.

[[Grevane]]

Originally Posted by FatalSaviour

If it's any consolation moogle, I'm still waiting on a satisfactory resolution of the problem.
I can honestly say I have never encountered such poor customer relations! I think I may be switching to Abit or another board manufacturer in future, as this has just been a thoroughly miserable experience!

@ FatalSaviour:

did you ever get this resolved?

I am in "contact" with the infamous "Maggie" at the moment and getting the same old daily replies of "I'll chase it up" or "I'll pass it on" and nothing actually happening. 2 weeks so far of chasing ASUS.

Does anyone know any details of someone in ASUS I can lodge a formal complaint to? Or maybe even an external body I can lodge a complaint with.

And agreed, at this rate, I can well see this being the last time I buy ASUS products. I'm not prepared to spend money with a Manufacturer who takes my money then never responds.

[amjedm]

Originally Posted by [Grevane]

Does anyone know any details of someone in ASUS I can lodge a formal complaint to? Or maybe even an external body I can lodge a complaint with.

And agreed, at this rate, I can well see this being the last time I buy ASUS products. I'm not prepared to spend money with a Manufacturer who takes my money then never responds.

Not sure if it will do any good complaining as their support has been like this for years but I do see your point.

I think people will continue to buy Asus products as long as they get good reviews, support is something they don't think about.

[[Grevane]]

Originally Posted by amjedm

Not sure if it will do any good complaining as their support has been like this for years but I do see your point.

I think people will continue to buy Asus products as long as they get good reviews, support is something they don't think about.

Yeah. you're probably right. Well, I think I am going to try and make sure that people are aware that if they have a problem and you need to get "support" that ASUS once they've taken your money won't be interested...

Forums + Google Robots = (Hopefully) plenty of (bad) internet coverage
for ASUS...

And if only 2 people read and reconsider based on my awful experiences, then I might have helped someone avoid a similar experience.

[amjedm]

Originally Posted by [Grevane]

Forums + Google Robots = (Hopefully) plenty of (bad) internet coverage
for ASUS...

And if only 2 people read and reconsider based on my awful experiences, then I might have helped someone avoid a similar experience.

Count me in on this

I've been fobbed off a couple of times