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Asus Support is Terrible

Friday, December 3rd, 2010

Asus sucks

This summer I purchased 24 Asus netbooks for school. There is no sense buying full-blown laptops just for middle school kids to type up documents and browse the internet, so we decided to go with the much cheaper netbooks. When they arrived in the middle of the summer I set them up and stored them away until school started.

Once school started up again and people tried to use them I found out that 10 of them had bad batteries! The batteries wouldn't take or hold a charge. You could run the netbooks off the power supply, but the second you unplug it the netbook would just turn off. I called up CDWG, the reseller I bought them from, but was told since it had been longer than one month since the order was placed I'd have to go through Asus directly to get new batteries. They said this was Asus' policy.

I phoned Asus' support number and the nice man I could barely hear on the phone created a single RMA for all 10. A couple days later I get an email saying the RMA request was denied because of the quantity and they had to create separate RMAs for each netbook. No big deal, except for the fact that I had to fill out the same paperwork 10 times. I emailed the paperwork and sat back waiting for my batteries to arrive. This was at the end of September and a few days later I got an email saying the batteries were not in stock and the estimated shipping date was October 28th!! I was really annoyed that it was going to take a month to get these batteries.

On October 29th, two batteries arrived! I immediately packaged up the old dead batteries and sent them back. I expected a steady trickle of batteries arriving from that point on, but was sadly disappointed. Those were the only two batteries have seen so far. I still have 8 RMAs that I have yet to see batteries for. I've called their support line many times, spoken to many different people and had all of these RMAs "escalated" at least 3 times so far and still nothing.

A few days ago I had them escalated again and was told I would receive a call from a supervisor within 24 hours explaining the situation. 48 hours later and I still had not received a call. I called back and was informed that the supervisor they were escalated to was not in to work the previous day so that's why they didn't call me. Why they would tell me to expect a call in 24 hours when it's possible the only guy who can do it won't be at work?

When I called back "Francis" told me that 3 of them have been "approved" while the other 5 are still in a "pending" state. I asked what that means and was told that their corporate office hasn't yet approved the RMAs. I don't know what their issue is, it's a failure of a non-serviceable part that is well within warranty. Even though 3 of them have been approved the parts still haven't shipped yet. I asked to speak with the supervisor on duty and was told he would call me back when he gets done with his current calls. I did get a call on my cell phone from an 859 number, which is supposedly in the Kentucky/Ohio area, but it was just static. I called it back and got some message in French or some other language. A few minutes later "Thomas" called my office line and said he would be looking into it. He thinks the delay is caused by stock shortage, but will be getting back to me in the next couple of days. It's been a couple days and surprise, no phone calls or emails.

In the middle of all this I've actually had another Asus netbook (same lot) break with a keyboard/touchpad failure. I have another RMA for that one; we'll see how that goes.

The moral of the story: stay away from Asus. So far I've had problems with half of the hardware I purchased from them, and they do a terrible job supporting their products. These machines are brand new and under warranty, I can't imagine how hard it would be to get support from them if the product is out of warranty. Hell, at this rate the warranties on these netbooks will have run out before they fix them.

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