ASUS support rage

[PaulieG]

So, I broke down and bought a new laptop. an ASUS GL551. I bought it online from MicroCenter, as they had the best price. It's really a fantastic laptop for what I paid for it. However, the second day I had it, I noticed a rattling noise when I picked it up 2 days ago, that seemed to travel when I moved it side to side. I suspected that something had snapped off someplace. So, I removed the back hard drive cover. Sure enough, the little plastic tabs on the left hand side of this cover had snapped off. Not a huge deal, as the only result is that the cover is not really tight on that side, and you can see the inside through the seam. However, it is a new laptop, so I want it to be right.

So, I decide I'll call ASUS, like I had in years past on components. They had always been great with tech support, and RMA's on components. I figure that if I call, they will be happy to send me this little 50 cent cover to replace myself, right? Well, how wrong was I. I called, and explained to level 1 support no less than 3 times what I was calling about. Finally, once she seemed to understand what I was calling about, she told me that they could not send me a replacement cover. Instead, I would need to send in the laptop for inspection and repair. What? Before I blew a gasket, I asked to be transferred to a supervisor. After explaining to the supervisor why I was calling, and trying hard to calmly state my case on the lunacy of sending in my new laptop over a little plastic piece that I can replace myself. All this guy did was reiterate what I was told by level 1 support. Before I had a stroke, I hung up in disbelief.

Any suggestions on how to handle this, other than sending in the damn laptop? Any tricks to getting the right person someplace within tech support who may take care of this the right way? Any thoughts are greatly appreciated,

 

[the54thvoid]

What would Rollins do?

Go do some overhead press then contemplate the small piece of plastic. Sometimes, dealing with a company is not worth the aggravation and frustration. If it's DIY fixable, I'd just do it. I don't think we have an Asus rep on TPU?

 

[Aquinus]

Hate to say it but, most people who have posted about ASUS RMA have not been complimenting on how good they are. I would have told the supervisor that his response was bullshit and that you want to talk to his boss. Keep trying to climb the ladder, make enough noise, and document everything.

I think it's safe to say that ASUS is one of the worst companies to RMA through these days. They make great hardware but, god forbid you need to send it back.

 

[BarbaricSoul]

^what he said

 

[VulkanBros]

I have had two cases where I needed to contact ASUS Support - the first encounter went fine, I got my defect grahpics card replaced without any complaints.
The second time I had a similar case with a defect DVD drive on a new laptop - a piece that is easily replaced - but got the same answer as you.....
My tactic was to call again and again until I got the right supporter on the line - after 3 calls I got to the right supporter and they sent me a new DVD drive and
a return bag that was stamped......so try again.......and again

 

[95Viper]

Hey Paulieg!

If it ain't been 30 days yet... take or send it back to Microcenter for exchange.

Returns / exchanges require an RMA (Return Merchandise Authorization) Number, which is valid for 10 days. To obtain an RMA Number, contact Customer Service.

Micro Center Return Policy

How to Return Merchandise

EDIT:

Did not read all the way through the return policy at first... just did and saw this....

Desktop / notebook computers, tablets, processors, motherboards, digital cameras, camcorders and projectors, 3D printers, 3D scanners, and CD/DVD duplicators may be returned within 15 days of purchase.

 

[PaulieG]

Hey Paulieg!

If it ain't been 30 days yet... take or send it back to Microcenter for exchange.

Returns / exchanges require an RMA (Return Merchandise Authorization) Number, which is valid for 10 days. To obtain an RMA Number, contact Customer Service.

Micro Center Return Policy

How to Return Merchandise

There is no local Microcenter. I would have to send it back on my dime. I'm trying to avoid that too. so irritating. Im going to post over at the ASUS ROG forums, and see if I get anywhere. Back in the day, I know a couple of reps pretty well by name, and was even able to convince one of then to just send me a new GPU cooler to install myself. My how things have changed.

 

[Bill_Bright]

I agree with 95Viper and return it to Microcenter since it is less than 30 days old. In fact, I am a bit surprised that is not what ASUS told you.

As far as you paying for shipping, last RMA I had with ASUS (a mobo) I had to sent it back on my dime too. And then they paid for the return. Also, with Microcenter, you are likely to get a new computer (although I suspect you already have this one customized to your liking).

Since it is likely this piece broke during shipment, and it being less than 30 days, back to Microcenter seams the most likely option to me - other than live with it. And after paying good money, I would not want to live with a brand new notebook that was not in brand new condition.

But also, admittedly not totally familiar with the part you are talking about, but if it does not close evenly now, that would make me suspect it does not open evenly either. And this unevenness could result in uneven and accelerated wear on the hinges, both sides. So again, I think it needs to be fixed or replaced.

My how things have changed.

Sadly, that is because scumbags take advantage of generous people and policies and then ruin it for the rest of us.

 

[Aquinus]

Sadly, that is because scumbags take advantage of generous people and policies and then ruin it for the rest of us.

I agree however, I think greed on the side of ASUS plays a part in this, otherwise their support department wouldn't suck so badly and this is most definitely isn't limited to ASUS.

Before one of my 6870s failed, one of the fans died. I asked MSI if they could just send me a replacement fan but they said to send the entire GPU back. I went on fleabay and paid less for a stock replacement fan than paying for shipping to send the GPU back which blows my mind. 10 years ago, MSI would have done it which is the sad thing. I remember doing a bad BIOS flash and MSI even went so far to send me a new BIOS chip with the latest BIOS on it. I want that kind of support again.

 

[sneekypeet]

You could take it to social media instead of hiding it in forums, but....

It is also likely that Asus does not have covers to send unless scavenged from another laptop. This could be the reason they need the whole product returned.

 

[PaulieG]

You could take it to social media instead of hiding it in forums, but....

It is also likely that Asus does not have covers to send unless scavenged from another laptop. This could be the reason they need the whole product returned.

What would be the difference between them sending me a replacement, or replacing it themselves when it comes to "scavenging" for parts? As for social media, its generally not my thing. I was hoping for some suggestions from helpful old friends. .

 

[Bill_Bright]

I agree however, I think greed on the side of ASUS plays a part in this, otherwise their support department wouldn't suck so badly and this is most definitely isn't limited to ASUS.

I don't think greed comes into this. But not taking a loss does. This really is a cut-throat business with little profit margins. If ASUS does not price their products competitively, they will lose their customers to Gigabyte or MSI, or some other company.

The problem with returns is too many users return things just because they decided they don't want them - or they get buyers remorse. Or they broke the item and pretend it was DOA. Just like Microcenter, if ASUS had a store in your area, you could take in for free. But shipping costs money. And free shipping both ways can easily wipe out any profit.

And I agree with sneekypeet and the return center may not have the parts on hand. They would have to order it. And also, they really cannot take your word that you know what part is broken, or that they understand what you mean. As a technician myself, there have been many times where the part described over the phone was not the part that was bad once I got the hardware on my bench. Or simply, there was no trouble found!

So as a user, I understand your frustration completely. But as tech, I understand their position too.

 

[PaulieG]

I don't think greed comes into this. But not taking a loss does. This really is a cut-throat business with little profit margins. If ASUS does not price their products competitively, they will lose their customers to Gigabyte or MSI, or some other company.

The problem with returns is too many users return things just because they decided they don't want them - or they get buyers remorse. Or they broke the item and pretend it was DOA. Just like Microcenter, if ASUS had a store in your area, you could take in for free. But shipping costs money. And free shipping both ways can easily wipe out any profit.

And I agree with sneekypeet and the return center may not have the parts on hand. They would have to order it. And also, they really cannot take your word that you know what part is broken, or that they understand what you mean. As a technician myself, there have been many times where the part described over the phone was not the part that was bad once I got the hardware on my bench. Or simply, there was no trouble found!

So as a user, I understand your frustration completely. But as tech, I understand their position too.

I can appreciate your perspective. However, there was a time when computer companys employed support people who knew their stuff, and could easily differentiate between a casual user and a power user who is capable of identifying a problem correctly. In some cases they may ask for pictures etc. I still cannot understand what the difference would be when it comes to the part. If they have to order a part, I'm not sure if its relevant where the laptop is located. Companies drop ship all of the time. Hell, just last week I bought a table that was missing a rubber foot. I called the manufacturer, and they sent it out the next day.

 

[Aquinus]

I don't think greed comes into this. But not taking a loss does. This really is a cut-throat business with little profit margins. If ASUS does not price their products competitively, they will lose their customers to Gigabyte or MSI, or some other company.

The problem with returns is too many users return things just because they decided they don't want them - or they get buyers remorse. Or they broke the item and pretend it was DOA. Just like Microcenter, if ASUS had a store in your area, you could take in for free. But shipping costs money. And free shipping both ways can easily wipe out any profit.

And I agree with sneekypeet and the return center may not have the parts on hand. They would have to order it. And also, they really cannot take your word that you know what part is broken, or that they understand what you mean. As a technician myself, there have been many times where the part described over the phone was not the part that was bad once I got the hardware on my bench. Or simply, there was no trouble found!

So as a user, I understand your frustration completely. But as tech, I understand their position too.

What was the saying?

If a person has a good experience, they'll tell 4 people. If they have a bad experience, they'll tell 20.

Simply put, the number of complaints about ASUS' support department would discourage people from buying their hardware, I would think that a declining reputation would be just as dangerous as harming their bottom line.

 

[cadaveca]

What would be the difference between them sending me a replacement, or replacing it themselves when it comes to "scavenging" for parts? As for social media, its generally not my thing. I was hoping for some suggestions from helpful old friends. .

Unfortunately, that's about the best you can get. You can try overclock.net and contacting praz or raja@asus there, as they provide NA mobo support. Not sure who deals with laptops. Yet at the same time, these ASUS support reps don't even recommend using XMP any more for Skylake. So if they aren't supporting the stuff their products claim to support on the box, then your options are clearly limited. ASUS is just too big to care any more, as you've experienced.

EU and Canada support is fantastic, however. The sad thing is that since they deal with support by region, you're basically SOL.

MY honest suggestion? if you have the bits and pieces, get some JB weld and fix it yourself, save the drama and hassles.

 

[PaulieG]

Well, JB Weld or similar is not an option because its the hard drive and memory cover on the back of the case. I think I will talk to Praz, and see if that gets me anywhere. If not, then as sad as it may be, I'll end up doing a RMA with Mictocenter.

 

[stinger608]

Ya know, I hear a lot of the posts making statements about the complaints to Asus. I don't blame anyone if that is the case, but I think what @Paulieg is more wanting is a solution that someone might be able to come up with to resolve this issue.

As Paulie stated, years ago when someone called that knew their stuff, the person from tech support realized it and would then discuss sending replacement parts..........This would of course give the tech department and repair support more time for serious issues and bigger RMA's.

I mean really? Send a complete laptop back for repairs just because of a silly plastic cover? Oh come on?

As was stated in a previous post, I would just keep calling them @Paulieg . Sooner or later you will probably talk to someone that has a clue and isn't just reading from a script printed out pinned up on their damn desk. Or in their home.

 

[OneMoar]

ebay........

 

[McSteel]

A similar thing happened to me some time ago, shipping damage but to the screen bezel for some reason.
ASUS support response? "You broke it yourself and physical damage to the product as a result of misuse is not covered by warranty".

Needless to say that was the last time I bought anything they make.

 

[Kanan]

Asus RMA wasn't so bad back then. I had a A8N-SLI and the chipset fan failed after 4 years I think. I called Asus or eMailed them, I don't know, they quickly decided to sent me a replacement fan for free, not even shipping cost! It came after some days I removed the damaged fan and replaced it - worked flawlessly again until 2 years ago when it wasn't needed any more. @Paulieg: good luck with your laptop.

 

[R-T-B]

I feel like we had this thread.

I'm kidding, I know it's a different situation. But making a global "ASUS Support experiences" thread may not be a bad idea.

 

[Jetster]

If its just a cheap plastic cover then buy one on E bay. Save yourself the headache. If you believe its a matter of principle then broken record them. Keep calling till you get a person with a brain

 

[R-T-B]

If its just a cheap plastic cover then buy one on E bay. Save yourself the headache. If you believe its a matter of principle then broken record them. Keep calling till you get a person with a brain

I recall that you also have a right as an ASUS consumer to ask to be "immediately escalated to a level 3 tech"

Whether or not the person you talk to is aware of what ASUS considers your "rights" is anyones guess, but try it.

 

[xfia]

breaking news!!! Asus uses child labor and feeds them spoiled soy cake

Could be that simple but I would just take the high road and hack them to get your part send to you plus maybe a few extras haha

I have never had such problems with customer service.. except with Direct TV. They came 3x with 3 different people for a installation.

We cant get a line of sight... cry cry
We think a cable could get hurt if we put it here... cry cry
we can send a expert installer... cry cry
we need to cut down all your trees... cry cry

Finally just say F it and tell Dish Network everything they said and all they say is dont worry we have much stronger satellites to work with and they come over the next day and its done in a hour.

 

[Jetster]

I bought a Corsair case one time and a front panel plastic clip was broken. I called them and they sent me the whole front panel complete with 4 clips