None of the staff communicate with each other. Whether it's via email or over-the-phone customer service, the staff do NOT talk to one another. They lose your customer case number, and no one knows what happened to your case.
I explained the issue with my laptop so many times, and every single time I was met with a new, clueless customer service agent. In my own job, if I acted this clueless with a customer, I'd be fired within a day. Somehow, all of these staff members take zero responsibility but still manage to keep their jobs. My buddy told me Asus had some of the best customer service, but they clearly don't.
My laptop is a high-end gaming laptop—it wasn't a cheap PC. The keyboard fell off after less than a year, and then one by one, the keys stopped working. They wanted me to mail my laptop in a box (and if it gets damaged during shipment, that’s another story), wait for tech support to give me a price quote, and just wait and wait. All of that just to find out the price! The staff is totally clueless about pricing. The agent works for Asus but knows absolutely nothing about Asus. Because there is zero communication, he just wants to roll the dice, have me send my PC in, and wait to see how much the technician will charge me. What if I don't like the price? What a mess! It pretty much feels like the company is trolling me at this point.
If I had a Mac, I could just walk into the store, they would look up the laptop serial number, and everything would pull up. They would have it fixed right there in the store, and I'd just come back and pick it up. Or, they would tell me the exact cost of the service right then and there.
I am never buying Asus again!
In the end I said thats enough chances. we're DONE! I ordered a new keyboard knock off online and had a local store fix it. (This whole process took 3 hours.)
My keyboard might not be same as the original. But is a small price to pay for not dealing with Asus crappy service.