I received an ASUS eee Netbook 1005PEG for Christmas. While surfing on Amazon last night, Dec 27, I got the ‘blue screen of death’ (which I’m told is extremely unusual and generally severe on Windows 7). After an attempt at restart, I got a boot error message and the hard drive began to chirp and chatter (like a broken needle on an LP record). I called their 24/7 US-based customer service. I was on hold for 15 minutes & finally hung up to try again during the daytime.
I called today (Dec 28). I was on hold for 15 minutes again and finally got someone who barely spoke English (this is US-based customer service?). After spelling my name 6 times, we moved on. From the beginning, he made it sound like I had broken the computer (there are 7 laptops in my living room right now---3 Dells, 2 HPs, a Toshiba, and a Mac, so I know how to use a laptop). He said “well what have you done on the computer since you had it?” and continued to pressure me when I assured him I had only surfed the internet (that is, after all, what a netbook is made for).
He attempted to instruct me on a reboot although I had said I had tried it last night & the hard drive kept making more noise, which I told him (asked me to press F2 to get to the bios and questioned me when I told him I didn’t have the option on the screen that he wanted. He also asked me to press F9. I’m not sure what that does because I got the same error message as I had before). Finally, after 20 more minutes, I got an RMA to send the thing in for repairs (after providing, spelling and verifying my email address approximately 13 times). He told me I would have to pay the shipping to them (but ONLY after I asked) and they would (kindly) send it back at no cost. This is a $300 computer that was turned on for 36 hours. I would have to pay 10% of the purchase price to send it back. Reasoning was to no avail, he kept repeating the same lame phrases. I was put on hold repeatedly. I asked to speak to his supervisor; he didn’t have one. It’s now about an hour after we started.
I moved on and asked for the state that ASUS in located in (I am filing a BBB complaint). At first he said he had no idea where they were located, then he changed his story and said they were in Europe but had no idea where. After yet another hold, he told me they were headquartered in Fremont, CA. I asked for an address. After more pressing, he said he wasn’t allowed to give their location.
We then moved on & I asked for his name and service employee number. Again, he’s not allowed to give that information, not even first name. Then I asked for his HR number or some other identifying number to connect him to my complaint.
HE HUNG UP ON ME!
I hope they monitor THAT conversation.