Judas

I know this isn't exactly a retailer..... but....


Asus has been i'd say "fair" when it came to their replacement/rma/support system... while i find thier phone system highly suspect in the sense of being poorly implemented, sounds like crap and i've gotten a few dropped calls.... worse yet is phoning in to find out that their lines are all in use.. try again..

Anywho... i had my first Asus Notebook fail within about 6 months of use..

No problem, The failure is the hardrive crashed, won't pass long or short tests.. will pass smart though.... and it won't even low level format even....

anywho... it's a paperweight..

I boxed it all up, phoned support, got an RMA because i can't do this over the internet unfortunately... why i don't know..

and got to the part where we had everything sent out and asus stated before hanging up, that they would arrange for pickup the next day.

Long story short, the last little bit did not occur.... had everything boxed up, papers put in the right places... etc.... asus states it must receive the item before 30 days has passed.

Next day didn't show.. no problem.. i wasn't expecting them.... a few days pass and i'm wondering..

a weekend passes and i phone come tuesday just because i figured i'd give the benefit of the doubt that maybe they'd show up monday.

I phone, get a hold of them, they state that apparently no pickup had been scheduled, and that they would send fedex out emediately, at which point i informed them that fedex does not do the pickup because they do not excist here and will not come here. They said they'd sort it out....

waited the remainder of the week.... nothing..

phoned the following monday, asked again what was going on, the asus rep stated that all had been filled out, but now it is the hands of the shipping department.... I asked if they could check in and get this going, I shouldn't be waiting 2 weeks... In a round about way, the answer was mostly no and that i should wait just a little bit longer as they should be by soon to pickup....

another 3 days pass and i phone back...

this time they say they cannot help me unless i have a new rma to put through, because their rma computer system is down for the time being.... this occured for 2 days..... a little bit fed up at this point but i let it pass...

Phone in the following monday and they state that fedex had been ordered to pickup, And i asked when, and they showed in their system that it had been nearly 2 weeks prior.... i stated again. FED EX DOES NOT EXCIST HERE and will NOT pickup anything from this location. At which point they suggested i should drop off at the nearest drop off point, considering the number of miles i would have to travel, i told them a 200 mile trip isn't something that is stated on the ASUS free shipping agreement. ASUS can pick it up..... and with the noticeable change a tone, i was told that i would then need to wait and it is out of their hands.

so at this point in time the same thing occurs until WELL passed the 30 day RMA requirement....

I phone in today because the previous days i kept getting someone that couldn't understand english let alone speak it well....

Today, they took my rma number, told me that it had expired, told me they would arrange the pickup NOW with purolator or dhl, and once it was arranged and no problems, they would email me the new RMA number and directions and to expect pickup tomorrow...

I have my doubts, but i'm betting a cold day in hell that someone will be by to pick up this sucker and i'm just going to experience the whole damn nightmare over again.


I've sent video cards and motherboards in basically through the same means...... no problems...... why in the hell is the notebook department that much of a problem?

Either way i've got a rather pissed off customer waiting for her laptop for well over a month now. Nice of me to do this RMA for her i figure.....

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Earthmonger

Any update yet?

I recently had to RMA an Asus 26" LCD. After 11 months and three weeks, it went all "matrix" like, doing nothing but cascading pixels down the screen. I called them, they told me to fill out an RMA form online. Did that, though without ever receiving an RMA number. Got a reply stating that they would send a new monitor immediately, and that I was supposed to send the defective unit back in the new one's packaging.

Couple days later I got a new email saying they were out of stock on my model. Three weeks after that I got another email telling me it was on its way via UPS. It came. I had to return the defective unit within ten business days or be billed for the price of the new monitor. I packed it up a couple of days later and gave UPS a call, scheduled a pickup for the next day. UPS never showed up. Nor on the Friday that followed. Forgot to call Saturday. UPS finally showed up Monday, around 9 in the morning. All went well.

Zero cost to me.

It took some time but I'd rate it a good experience.

Judas

still no email... phoned in and still no information on what it going on other then them saying "We'll get your rma and scheduled pickup done emediately" and then they continue on asking if there is anything else..

I continued to bother them about the fact that it was taking as long as it has been, and why i hadn't received a simple email yet... no clear answer...

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Tipstaff

God damn Asus changed their phone support for Canada, Judas. Now when we call it's Asus in Indiana we're talking to. Drove me nuts trying to call them about replacing my board as not only is it now long distance, but it's like they have their phones on 1/2 volume or something. Even though Asus is just up the street from where I work, if I have to send this board to the States instead, forget it. I'm not gonna bother.

Hello. Asus.

Hello?

Yes, Hello. Can you speak up please?

#%^! You want ME to speak up? You're kidding, right?

Sorry, I didn't hear that. Something about you having a kitten?

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Judas

uh?

i haven't had to deal with the motherboard hotline for awhile..

i'm still dealing with the notebook/laptop situation and the call is toll-free still at least..

however asus still hasn't a clue what they are doing.. still no email.. and the representative doesn't understand what is going on, and stated they would email the new rma asap..

yet it's been 24 hours with no change STILL.. so i'm going on more then a week since i was told i'd receive a new RMA and have it picked up right away.....

fuck

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Judas

Ok update after a month... and progress.... has been pretty halariously slow still..

After ANOTHER RMA number being given to me.. and bringing in the BBB... i had a call directly from the department in which you CANNOT phone directly to at all, warehouse or something.. not sure...

What was said is that some form of communication and arrangement would be made for them to pickup the laptop for repair...

A week went by and TODAY.... i've received a fedex envelope after being processed by 3 carriers within a 100 miles of it's travel. Serfice it to say, another package that was saposed to be sign by me.... but never was.. it was signed by another.... and even when it was dilivered to a location other then mine and never called on.... i was given it in by mostly somewhat chance...... i open up this thing as it's no bigger then a piece of printing paper...

low and behold.. inside is the following:

FEDEX "Intra-Canada Air Waybill"

The irony of this slip is the following line that is directly BELOW the title

"NOT ALL services and options available to all destinations"

Which i think should also include "FROM" all destinations.

There are no instructions, i haven't even received an email with the newer RMA number.... there is no number to call, the Asus Techsupport hasn't a clue what i'm saposed to do with this thing apparently as it was something that the other department came up with on their own. They have contacted that department (saposedly) to give me a call to further assist. And yes.. i did TRY to pry a number out of the orginal person that phoned me from this department once before.

At least the buggers DO indeed have it prepaid..

So i'm going on .. well actually closer to that of 4 FULL months of this bullshit...

And i'm no closer...... All they had to do is call purlator to pick this thing up... and they refuse to do it because they insist on fedex...... I've shipped stuff to asus before ..... this is a living nightmare..

I'm at my wits end.. the customer that bought the laptop is getting sick and tired of waiting.. i've not a damn thing to tell her other then my hands are tied.... short of physically DRIVING to their closest RMA depot which is aproximately a 2000 mile drive...

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Judas

Called asus again cause this is just fucked up....

Got dropped...

called again..

The different guy said "just phone the number or go to the fedex website listed to get it picked up"..



i told him YET again .... every single time i've phoned in.. FEDEX doesn't excist here.....

if i proceed through the online form... it gets to the point where it's arranging then it blatenly says to do a drop off at the nearest drop location...... fuck that..

by phone.. they can't determine my location for pickup.... please drop off at the nearest location...

what a fucking joke..

Finally the guy said .... like the FIRST person.. that they'd send me a purlator air waybill....

o.O.....

I may actually get somewhere if i actually receive it.... so in the meantime.... dead laptop is still dead while i wait likely another week or better for something that is as they stated "Arrive over night"

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Judas

Good news i think..

So thursday i received a purlator info sheet via email... friday they were by to pick it up.

Tuesday before noon, i received the laptop back with the hardrive replaced with a new one.

hows that?

So aside from the 4 month Wait for someone to pick it up, i had it fixed/replaced and back in my hands in under 3 days OVER a weekend.

5 stars on the replacement and turn around period..

-5 stars on the fucking pickup.

Currently setting it up due to well... hardrive gone requires a fresh install of windows and programs.

So in all, i think with an average of 2 calls made EVERY week for 4 months which works out to 32 calls made.. averaging about 20 minutes (excluding hold times) that's lets say 10 hours of my life wasted just on the phone trying to get them to fix one of the simpliest and easily repairable solutions.

Provided the customer i have would have not mind paying to have the hd replaced by myself.. i could have had her up and running within about 2 hours.... about 5 minutes to replace the hardrive.. and another 2 hours for installing OS.. programs... updating....

that's pretty pathetic.

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