Asus Customer Service

My laptop has had a recurring issue where the wifi and Bluetooth drivers will stop working, even after being sent in to Asus for repair. While this is mildly annoying, my bigger complaint is with Asus customer service. I have called and emailed customer service 10+ times to get my issue resolved, but no one seemed interested in listening to the fact that every attempt by Asus to resolve the issue was only temporary.

Gaming desktop started crashing, rebooting and locking up. Blue scrrens too. After several calls to technical support and following all their recommendations, none of which worked, I finally had to push them to take it in for repair. 10 days later they put in a new cpu, motherboard and ram. I get it back and before windows could even be set up the unit starts crashing again. Fans are going wild, screen is pixelating, a complete mess. I send it in again and they swap the ram again. I get it back, totally unusable. I do my own troubleshooting and reseat the heat sink, fans calm down and computer stops overheating. Still crashing often though. I remove the graphic card and the computer runs like a charm. You would think ASUS repair would check the video card. Totally disappointed in their repair team and had to spend &300 to get a new video card because I didn't want to deal with them anymore. I won't be buying computers from them anymore.

Purchased an Asus laptop in late May. By middle of July (a week or so after the 30 days return with the vendor), the middle of the screen went funky. I tried to get an exchange, but the vendor (Snow Bell - horrible) instead wanted to fix it. It took a full three weeks plus shipping time to get the laptop back. They wiped my hard drive for no reason. The screen was working, but after about an hour of use, the laptop conked out and wouldn't power on. Wanted to return it again, but they offered only an exchange. So after spending a good deal of money on a laptop three months ago, I only have been able to use it for about 3 weeks.

Definitely stay away from Asus, but if you must have one, DO NOT purchase it from Snow Bell (an Amazon vendor). Worst customer service experience in years.

Contacted support there was no option for email correspondence, so I had to open up a live chat, which wouldn't be so bad if the person on the other end was actually able or willing to help. After describing my problem he asked what my troubleshooting steps had been so far, I listed my steps, one of which included fresh reinstall of windows. Rep was slow to answer,(so figured he was going through the system report document I had provided him) when he came back and recommended that I reset my machine. I got point I reiterated that I had just reinstalled windows. he responded "let me know once you've completed those steps" knowing full well that once I closed out of the conversation I would never be able to speak him again. Really gave me the feeling that he was just trying to get rid of me, after I asked if I could rate my experience he closed out the chat.

The computers are amazing until you need tech support. Be careful! Even when you buy their expensive warranty, they go out of their way by not honoring it. They will use the excuse that it is physical damage and it is your fault! The screen was separating on my laptop, and they deemed it my fault! Okay, fine. This is an expensive laptop, so I paid the $450 for the repair. It has now been 3 weeks with 2 escalations, and no update on my repair. The lack of communication is disgusting! COVID has been over for over 2 years, but they are behaving like it just started. An update on the status of my order would be greatly appreciated. I love Asus' products, but the actual problem solving with the repair department guarantees that I will not buy another one of their products.

Asus has serious bad customer services problem. The services center needs to employ better services personnel to operate your phone query, if not more and more people will not buy Asus products ever again. I sent in my notebook last month. They are suppose to collect it on Thursday and they came on Wednesday. I have to called in Customer Services again and again to ask for my repair status. All they said is ask the service Center to call me back.( No efficiency at all). The Service Centre is even worse, let me know waiting for the parts to arrive and will take a few days. More than 4 days or even a week. Text me and said they have sent a quotation to my email, await for approval????? I am under warranty and why are they Sending me quotation? And when I ask. The said that is not under warranty. So many confusion on their explanation and the quotation was sent to the wrong email address!!!!! I told them to send back my computer. They told me Wednesday from 9am-1pm. I waited until 3 plus which is now. My computer is still not here. I call the customer service. She said will ask the service center to call me back? What kind of Service is that. They make me waited the whole morning and this is the answer they give me!! That really makes me feel that the whole company is not reliable at all. That is really scary to purchase this brand cause when you have problems on your computer. You cannot depend on their repair service whereby I have bought 2 years of the warranty. You don't even know when they will send your product back to you. You have a lot of doubts whether they are sending back your item or not? Terrible!!! The bosses should know this, this will be your company biggest problem.

Language barrier problems! No resolve after a few calls! Phone lost connection after 2 hours and they did not call back after confirming my phone number at the start of call in case they lost contact! Total nightmare!

I tried talking with the customer service and the phone quality was horrible, she couldn't understand me and messed up my email 3 times and then she eventually hung upon me.

Several attempts to buy any product with the same result and abysmal customer service liability. It's a disgrace you have to buy from third party services to get anything compare to the main website while on stock or not. Hands down worst experience ever. I do not recommend at all to purchase form their site

So have video not even year old talk to web support about it say send label never came and now dealing with broken 3080 that artfacting I'm at point just buy new card from another company I can't wait for another 2 week get msg back for something use for work

The Asus customer service team might just be the worst I've ever worked with. The quality of the telephone call is a two out of 10 and the support you receive once you get through is probably a three out of 10 but their products when they're working or easily a 10 out of 10. I guess if you don't have any issues with the product you're good to go but if you do, god help you.

I bought a laptop Asus Chromebook from Currys (£249) for my daughter on the 5th of January 2023.
It was ok and working. Mid of February, my daughter let me know it stopped working: No power.
She gave it to me and I took it to Currys to ask for repair as it is under warranty.
Currys pointed me to Asus repair website where you fill in an online form. The following day, DPD collected the laptop. In the form it states to not pack the good as the delivery company has everything for packaging. 2 days later I receive the below email:

The 2nd attachment is the cost estimate of what they called out-of-warranty repair. They consider that the customer damaged the product, and it cannot be covered by the manufacturer's warranty.
There was never mention of the risk of warranty loss or forcing customers to pay to return the unrepaired product.
I replied to their email rejecting their 3 options and confirmed to them that there was no physical damage to the laptop or its charger. Actually, the charger was working fine when I plugged it into my personal laptop. I also stated that if there was any damage, this must have occurred when the laptop was with them. They damaged the laptop, and they are trying to put the responsibility on me.
I also checked online reviews about this 3rd party repair company LetMeRepair used by Asus, and there are so many similar cases.
I went to Currys (from where I bought the product) to ask for help, but their customer service person kept telling me to fight for my case with the repair company and they can't do anything. I reminded her that it was their decision to point me through that after-sales process.
I also sent a complaint to Asus online, with an unhelpful response.

My experience As an IT company over 26 years building and selling Asus systems, from today I will take Asus from my clients for good.
Bad service, bad management service, bad communication between support and service repair
Complete bottom of service.

My freshly bought Zenfone 9 got completely screwed by barely spending 15 seconds in a tiny puddle despite having a water resistant rating. Never requested a guarantee but received a "guarantee repair rejected" email anyway. The suggested repair cost exceeded that of a new phone. Software used by the support team to communicate with costumers is in an absolute disagrace dating back to the middle ages. This was the last Asus device ever bought.

Wasted My Money Buying This Totally Useless Asus M3400 All In One Has Not Sd Card Slot And Not Even A Proper Size Plug For My External Sd Card Adaptor And You Contact Is Crap

Well its been 2 weeks and 3 support reps. No feedback from support. How to I escalate to higher management?

Letter sent:
Hello Joren,

Please forward this to your manager, as your department has a organizational problem.

Manager,
Your staff is having challenges with documentation and procedures. Resulting in unnecessary work on them and your customers. Joren is my THIRD handoff and he is requesting information already sent:

1. The cfg and logs were already sent on 1/14. Have you looked for those? What are you going to do different to not lose them again?

2. I have already changed my ASUS Userid and Password once. I left them unsecured for 5 days for you. That's long enough.

3. Joren suggested that I go to the chat line, that is how I started. Almost an hour on the phone with a nice lady before Joren and Sonny.

Please help me understand how we get this resolved and avoid escalation. Is there a director I need to contact?

I have been workin on a bios issue for 3 weeks with them. Evidently most of the tech companies are like this but that doesn't make it acceptable. They tell you someone will call in 24 hours but it doesn't happen. I am looking for another motherboard right now. One day one of these companies will do it right.

Asus support answered me a wrong answer for the motherboard. That cause me problem.

WILL NEVER BUY an ASUS product. Their technical customer support is absolutely miserable. No one speaks proper English, they only read off a script, with ZERO guidance on how to rectify a situation. Purchased the ROG-AXE11000, been unable to get any item in the house to work properly with the unit. Have called them for over 2 weeks only to be told a tech support will call me in 48 hours. Today I was told, if you like send the unit in for repair...who cares if I have no router in my house during that time. Will never purchase another one of their units. Going to burn this item and go back to NETGEAR..they have the best product and customer support. Absolute disgrace a company can sell a product for 600$ and have zero support for it.

DO NOT BUY

Just got off the phone with wifi support.

I told them I'm still having an issue. She hung up without warning. She was obviously upset that I wanted help with my 5GHz band SSID

This brand totally sucks. Poor quality laptops.
Customer service also sucks.
Email to CEO for response and no action. Totally no pride in his own company

Asus and its customer care + service center in Singapore is a nightmare to work with owing to their lack of professionalism and unsound ethics.

I wish I never had anything to do with Asus.
I bought a laptop for about 1800 SGD on the 4th of August 2022 and its wifi card failed in the middle of a very crucial period at work.

I sent it to them for repair and got the system from them only after a week and a half.

Then on Nov 10 -it crashed again. It is still in the workshop despite being two weeks already.

The worst part about Asus is their inability to be professional and recognise the stress, the loss of time and money I am undergoing in trying to borrow a laptop so as to keep up with my work.

They keep claiming that they have a policy that does not allow a one to one exchange and they act as if they are moving heaven and earth for their customers in getting the laptop repaired.

But they have totally failed to realise that they sold me a so called new laptop and that if laptop sits in the workshop for a period of ONE month out of just the THREE months that I had it, they have practically made things nasty for their customer.

And since this is a new laptop which has already failed 2x within 3 months, it would only be honourable and professional of them to consider carefully and properly all the hardship that their customer undergoes and thereby make it easier by exchanging it for a new one.

Afterall a proper and ethical company would have weighed this and would have allowed an exchange!

Instead they behave as if by offering their customer a new laptop, they would be incurring losses.

This is the mentality of a selfish and utterly unprofessional company that only cares about making money and not thinking about the plight of the customers!

It is only a very unethical company that would just ignore the number of weeks that my laptop is sitting in the workshop being of no use to me but instead causing me tremondous stress and unhappiness.

And they cannot guarantee that it will crash again.

Upon asking them this question- they very flippantly claim that they would repair it in so far as it is under warrantee.

They did not even take a moment to pause and think of how much trouble, pain, stress and hardship I would have to go through if that were to happen as I am going through now since the system crashed twice!

It is such companies that all customers must truly avoid.

Save yourself the pain and the nightmare

Date of experience: November 10, 2022

Asus has the worst ticket system ever ceated.
Fix the problem yourself.

I purchased the ROG SWIFT PG35VQ at the end of 2019. Of course at the end of the warranty the monitor dies and I send in for an RMA to receive a cracked screen back. Over 15 hours dealing with their customer service trying to get the monitor replaced, it's been a month and I still haven't received a replacement.

I was offered an 'upgrade' to an inferior monitor 1/3 of the price. Their staff is completely incompetent with regards to their products and product specs. They take no notes on files and send emails requesting info that has been provided multiple times as well as initial calls because they don't take any notes. They are unwilling to help replace the monitor they damaged in a reasonable time frame (it's been a month, first RMA took 1 day), to refund or provide a temporary monitor, and now that I have been finally escalated to their highest level of customer service their offer is to look for a monitor equitable when they don't have an equitable monitor in their lineup. But they asked me to suggest a comparable model suggesting they know there isn't one.

I bought a laptop and within 6-7 months of barely ever using it, it stopped working so I sent it back under warranty when it was mentioned already that they do not see any cracks or dents on it. And later on it was sent back mentioning that warranty does not cover it because it has a crack! How disgusting! That's how they are making money! By making products that do not last not even slightly as long as other brands like HP and they also do not honour their warranty obligations by blaming the customers for things that did not happen!!! The laptop was completely damage free and they already knew it when they took the laptop to send it back and yet again they pretended that we damaged the laptop!! How pathetic! ASUS seriously disgusts me!

I just wanted to say that Tiffany was amazing this evening at diagnosing and repairing my XT9 node. She was so calm and patient. I had been working the problem for close to 5 hours and she instantly gave me the confidence that she was going to get this fixed for me. She added some humor to the conversation and it was very clear she knew what she was doing. She was by far the best support agent I have ever encountered. Not that I am hoping I have any technical issues in the future, but if I do, I am hoping I can work with Tiffany again.

Katie G was awesome

Good afternoon,
Let me start by saying Tevon was excellent! The resolved my issue first and foremost. He was kind, courtesy and he took his time with me. I have called and emailed countless times. I have shipped my laptop back and fwd in an attempt to get it working again. No one at your company took the time me without giving an attitude (speaking as if I'm the annoying them) to resolve my problem. I work from home and I rely on my laptop for everything!! I had just about given up until today. He should be a trainer for other customer service representatives. I do have a suggestion, that if you had an issue with your computer and your spoken with a customer service representative like Tevon... that we as the customer should be able to request the same representatives if we have any issues or concern in the future.

The Tech Rep was more than patient, very concerned to resolve my issue,and she didn't mind how long it took to resolve my problem. Plus, this Tech Rep knows her stuff to help individuals like me! EXCELLENT! EXCELLENT! EXCELLENT! Thank you so much!

I sent in my Zephyr ROG laptop in for repair as I had issues with overheating in the power adapter connection to the computer. The laptop is over 4 years old and no longer covered by warranty. ASUS sent an invoice with a quote but I encountered an error when attempting to make payment. I contacted ASUS support and spoke with Vivi1 Z. who cancelled the invoice and sent a new invoice to clear the error. ASUS sent the new invoice the following day but the price had gone up. I contacted ASUS support again and spoke with Desmond F. who promptly fixed the price error and discounted me 15% off my repair.

I was assisted by Cecil W1. He was very understanding and patient. I understood what he was saying well and he understood what I was saying. I gave him an issue that being something wrong with my firmware on my ally, and it was decided and RMA was necessary. Overall, the phone call experience was not overly extended, and he was a very nice person to talk to.

I called with a problem regarding my laptop. Okeno, the rep I spoke with was very helpful. I am hard of hearing and he was understanding and made every to help me. He helped me resolve my problem.

I received great customer care, even though my issue was a non standard one involving another retailer. The two gentlemen took care of my issue.

I recieved 'THE BEST' customer care by Shereff S this morning.
She provided me with full information, with great consideration. Sheriff S went above and beyond any customer service I have ever received! (I'm 54 yrs)
I have a brain injury that I did not need to reveal.
(Usually, I need to ask for accommodations in speed, volume, repetition due to my memory issues)
She is one of your star reps., she may be valueable trainer or management position.

Pleasant help! My business will be rolling a full force again :)

While the customer service experience started off pretty badly, one CSR rep on the Asus US based support team has really stood out with her level of service. Kadie G has been amazing on my support case.

Excellent service.

Great service. Thanks

Jenielle_E did a FANTASTIC job! Literally the best support I ever received from a big tech to consumer company! ASUS you have an official fan now! Thank you!!!!

I have had 2 great interactions with Asus Customer Support in the past week. The CSRs have been very helpful in answering questions and providing support.

My only complaints are with the system itself (criticism so that Asus can improve). When starting a Chat, I enter the serial number, but then chat says to go to Best Buy. I had to "trick" the chat to let me in. Also, I am a little concerned about Asus' quality if a gpu fan can go bad within a few months. I hope quality continues to be important to Asus.

I have been using Asus motherboards since the 90s (386 and up). They are a good company to stick with.

The Positive Feedback I am leaving is for the outstanding job Jamoy S. has done with me regarding my chrome book warranty repair with your company. Although I was not satisfied with the result from ASUS and feel that my opinion was disregarded, this after purchasing 3 laptops from ASUS, I feel Jamoy S. was a fantastic customer representative while being honest, patient, thoughtful, and realistic about my situation with the warranty decision and repair estimate. I will not spend my hard-earned money on ASUS products ever again, however I would deal with Jamoy S. because he was far and away the best person ASUS has in their less than stellar run company. Thank You Jamoy S. You were Great.

I received customer support by Jenielle_E this evening regarding my AC Adapter. Jenielle was very professional and friendly and patient with me as I looked up my laptop serial number. She gave me the exact replacement part that I need to orderand she gave me the number to call on Monday to place the order. She was excellent in every way. Thank you Jenielle_E!

Shanique A. of Asus customer support was wonderful in resolving a Sound issue on my Asus laptop. She was very knowledgeable and patient in resolving the issue !! Because of her, I expect to continue to be an Asus customer for years to come. Thank you !

Jovan F is an asset to asus he has patience to deal with customers without much computer experience. He should be commended for his professionalism. Jovan thanks again for your help. Thanks John L

This is for Kelly T. She was good at answering all of my questions.

Kelly was courteous, patient, and very efficient. She solved my problem. She is the best of the best.

Sincerely,
Dr. James A. Mandel

javon is very professional and he listened all the concerns carefully and provided the best possible solution. I thank you so much for the great support work provided today. Hope that my laptop will get repaired soon.

thank you to Desmond F job well done! Bob L

I was helped by Desmond F on 9/13, though it was a struggle to communicate what the issue was (on my part only) he was nothing but extremely helpful to me.

Desmond was a pleasure to speak with and answered my questions in a quick, informative, and kind way that is not standard across customer service.

They went above and beyond, and that is awesome and they are awesome.

Very helpful representative!!!!thank you!!!!

I would recommend ASUS employment to anyone that wants to be apart of a well established company. Management is understanding and fair.