Recent(terrible) customer support experience with ASUS

Discussion in 'Computers & Gadgets' started by Kaili, Aug 10, 2017.

  1. Kaili

    Kaili n00bie

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    Aug 10, 2017
    Hi, I'm new to this forum, but I just thought I'd share my recent experience with Asus, that led me to creating an account for this forum to share my experience.

    I recently sent in my laptop to get the screen repaired in mid-July, since it had developed blotches over time, and was still under warranty. Only a few days after getting it back, I noticed while setting up my webcam, that there was a gap between the back of the frame and the part connecting to the webcam, which had not been there when I sent the laptop in. I made a new RMA and sent it in to Asus to have it repaired, but recently got a message stating that they would not repair the damage caused by the previous RMA repair of replacing the screen, and would be charging me a $130!. I disputed the claim, since I had not caused the damage, but the repair facility had, and got this message back. I tried calling as well, and the spokesperson stated that the website was being updated and they are unable to bring up my RMA.


    "We sincerely apologize for the inconvenience and discomfort you are experiencing in this particular situation. However, we ensure all units go through quality inspection before leaving our facility, therefore it would not have escaped our attention nor would we have shipped a damaged unit. If it is a case where the damage could have occurred during shipping there is another department that files claims for such issues. We will require images of device from when you received the shipment. do you have such images in possession?"

    I know this quality inspection couldn't have been the best, as I had gotten the laptop back with the power turned on right out of the box, which is terrible for my battery life especially because it was being shipped back from Texas in the summer, and the temperatures would have been at least 90 degrees F! And the damage would have been noticed if they had done a truly thorough inspection >.>

    Can anyone recommend any help or anything I can do?
     
  2. auntjemima

    auntjemima 2[H]4U

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    Always take pictures when unboxing an RMA. Asus are notorious for shitty RMA's, ranging from returning the same broken part to having more damage. They aren't always terrible, but 99% of the time, they are.

    Be happy it actually got the screen replaced lol.
     
    Ranulfo likes this.
  3. Kaili

    Kaili n00bie

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    Aug 10, 2017
    I know, I'm mad at myself for not taking pictures ><. I think what's bothering me the most is them implying that the frames damage is my fault.
     
  4. entropism

    entropism 2[H]4U

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    The only time I've dealt with Asus support was with a Transformer android tablet. It had developed excessive backlight bleed and touch issues about 45 days after I got it, so I sent it in. They had it for 3 damn months, sent it back to me with even worse issues (a corner of the LCD wasn't screwed down, so the backlight bleed & separation was horrendous), and it took ANOTHER 2 months for them to fix it. 45 days in hand, 5 months in RMA hell.
     
    auntjemima likes this.
  5. Deadjasper

    Deadjasper [H]ard|Gawd

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    There should be a thread specifically for the CS Hall of Shame. I would add Toshiba to the list in a heartbeat.