ASUS
reviews and complaints

The asus laptop I purchased 2 months ago was and still is crashing on regular basis with a blue screen of death. after wasting my time to run ram tests, reset my windows, lose all my installed software etc. nothing improved (all recommended by the service center). afterwards I was asked to send the laptop to the service center and so did i, only to receive it formatted (of course another waste of my time to reinstall programs) and discover that I got it back with more issues (does not start up after sleeping mode, battery life somehow dropped in half etc.) in addition to the crashing problem that is still there. now the customer service wants me to send the laptop for repairs again. my question is am I ever going to be able to use the product I spent my money on or I will just weekly be sending it to the service center for "repairs" that are not only not solving anything, but even worsening the situation. I suppose I am also expected to work and do my university assignments on my smartphone while the company is just sending my computer back and forth. I am also curious about what kind of quality control they have implemented since freshly bought products cannot run and be used properly for more than 2 hours?

I just bought a new asus n550jk laptop worth 5000dirhams at jumbo electronics in dubai last month october 4, 2014 after two weeks suddenly the head set port is not working even I use different headset, I send it back to jumbo abu dhabi branch last month october 19, 2014, they check the item if it can be fixed or need to send to service center and told me they might change it for new one or they will just fixed the headset port but it will take only two weeks, but until now their is no update if its already fixed I tried to call everyday but they keep on making excuses, I tried to get back the money or just give me a new one but they refused to. I really feel deceived buying an expensive laptop at jumbo electronics

Hello

I am contacting in regards to a laptop my father bought for me in 29/06/2014 from dubai duty free. I have sent a few emails before but it seems that they have either not been responded to or not gone through.
The reason for my email is that I believe I have a faulty product. the laptop worked fine the first month of the purchase however it started acting up in the end of the second month. it would and randomly shut off and would not turn back on for a few hours and then the battery would be on low. and when I plugged in the adaptor to charge it, that wouldn't work, the battery light would not go on.
I just assumed it could be a battery problem and I took it to a tech place and they thought it could be a battery problem.
However, it has only gotten worse since then, now it takes two days for it to turn on. and when it does turn on it takes awhile to come up and also the battery sign says it is below %4 even though I had previously charged it or it was in charge. this has happened on several occasions and it has been getting in the way of my school work and work. I am in constant need of using my laptop for projects and assignments but with this constant shutting off an malfunction of this brand new laptop I am left with a lot of work.
I am unhappy and very disappointed as I did a lot of research with my father before purchasing a new laptop as my previous was a compaq and I was not happy with that at all as it kept over heating and malfunctioned but still managed to work longer and it lasted. so it is very disappointing that a brand new laptop that has never been damaged or dropped and has been taken care of very well is presenting all these problems that are pushing me back from getting my work done.
I picked this product and brand because I believe it had good reviews and a better brand from many and I was happy to go with it after my research. but now I am not feeling to pleased and very very unhappy. I wish to get this product swapped for a new one. I believe I should not be paying any extra amount of money to get this fixed or swapped. I wish to get a good service to fix my problem urgently because I am in need of my laptop for a lot of work as previously mentioned.
I cannot just walk into the duty free place and swap it because I live in new zealand and I cannot simply fly over to dubai.
Please advice to how I can go about getting this faulty product fixed or replaced.
It is very disappointing that only after 2 and a half months of purchasing this product it has been arising so many issues.
Please advice to what I should do next and please do so urgently.
Please be note that from 16/10/2014 my father and I sent several mail to the dubai duty free customer service and up to now the only answer from them is that they are waiting for the supplier feed back.
my email: [protected]@hotmail.com
Thank you
Zahra darvish

The product information are listed below
Asus s551lb
Serial number: dcn0cx06735952b
Cn: 1564

If you require further information please advice.

Dear sir,

I purchased a asus lcd monitor on 15/11/2011. model no. pa238q. the display stopped working on 24/08/2014.
The complaint was lodged on asus toll free number whose complaint no. is a140895455 dt. 26/08/2014. after 2-3 days
A call came from asus india telling me to take the monitor to f1 info solutions and service, 1/3a yudhister marg, opposite yojna bhawan, jaipur for repair there is no service center in kota. on 03/09/2014 I took the monitor to the said address in jaipur and handed over the lcd monitor along with the original box packing to mr. rajesh at the service center. he checked the unit for roughly 45 minutes and told me that the switch and master card of the monitor is not working and they need to be changed. he told me to contact him after one week time. he than gave me the service call report stating my personal details and the details of the monitor (mode, serial no., problem type etc). rma no. is ing649008 dt 03/09/2014

Afterwards I left the service center for jaipur railway station for going back to kota via train. after nearly 1 hour call from mr. rajesh stating that the lcd screen is broken. I was shocked. how that could happen. also in the service call report no damages/crack/scratches/tampered have been mentioned (copy attached). how that could be accepted. at that I was in the train way back to kota.

Sir, now when I talk to him sometimes he will not respond, sometimes he talk rudely to me and keep on telling me that I have to pay for the broken lcd also. this is just not fair. this is unfair business deal and not sticking to commitments and harassing the customer just to extract money from them.

I handed over a undamaged lcd monitor to mr. rajesh as clear from service call report of the service center.

I have written several times to asus techsupport and [protected]@asus.com also since 05/09/2014. but since then only the issue is forwarded from one person to another and nothing has happened till now.

I would like to know if you and the serivce centers are interested in providing fair services to their customers or not.
So far, it does not seems to be. service centers seems to be just money extortion centers.

It has already been 18 days since I gave the monitor and I am suffering a lot.

I would like to know the actual status of my monitor and whether asus india is interested in providing warranty services (which they appears least interested) at the earliest.

Any way this is the last asus product I would have purchased. I have purchased asus mother boards, gaming card and sound card in past along with this monitor. but looking at the services provided by you in this case, in future a big no to asus products.

Waiting for you reply

Regards

Dharamvir deswal

Before I begin my negative review, let me say that the device is great as long as it is functioning properly. but should you be like me and all others who received lemons and have to deal with asus to get your issue resolved, be prepared to encounter the worst customer service ever.

Have you ever had a customer service rep hang up on you? well, I just did, courtesy of asus! what terrible terrible "service"! I was merely following up to check on the repair status of my nexus 7 2013. see, my nexus failed for some apparent hardware reason - entirely their issue, not mine, i.e., not user-caused error. I just picked up nexus one day and it wouldn't boot up — even after trying to do factory reset.

I called google support to try to resolve the issue (stellar customer service, by the way), the agent and I walked through and did all possible fixes but the thing still didn't work, so it was decided and confirmed to be a hardware issue.

Now back to my horrible experience with asus - I followed up with them to check on the repair status because their online repair status check is a joke! either they're not updating it timely, my tablet is not moving along the process, or they've lost and misplaced it!

Okay, so first of all, they would not even acknowledge the hardware issue, much less take ownership of it. clearly, I am not the only one whose nexus failed on me the same way, as I have read multiple forums online stating the exact issue I was having. so I demanded that I be given an estimate, a range of dates based on best and worst case scenarios of when I will have my nexus back in my hands. instead I was given a roundabout answer essentially saying "I don't know", and at times, the canned response of "it takes 5-7 business days to repair". okay, fine, 5-7 days to repair, but that is just a fraction of the end-to-end process from their receipt of my tablet to the actual shipping out of the tablet back to me. so again I demanded that he respond to my question - what's your best and worst estimate of when I will have it in my hands. he didn't seem to understand my question, told me flat out in a raised voice that I "do not understand", and was constantly overtalking me. now, I would've tolerated that answer and behavior if I was dealing with a small obscure company, but this was asus for christ's sake!

So as I continued on to relay my overall dissatisfaction with their service (again! I also received terrible customer service when I had first called a few days ago to report my issue and initiated the repair process), the customer service agent just hung up on me. hung up! I mean, really? mind you, even though I was already pretty irate I still remained polite in that I still censored myself and was not cussing them out even though I know I was already surrounded by thought bubbles full of expletives directed to asus because of my mad frustration.

And then silence, looooong silence - I stayed on the phone for 8 minutes without hearing nary a sound from the other line - effectively ending the conversation, which clearly amounts to hanging up. worst customer service ever! just so so soooo bad I can't find the words to fully describe just how awful they are!

Why is google - an amazing company with superb customer service - partnering or aligning themselves with a company such as asus?! the two are world's apart in how they treat their customers! never buying an asus product again! and unfortunately for google, i've been warning friends and people I happen to talk to (regarding devices) not to purchase nexus because asus does not know how to treat their customers right!

this is customer disservice!

My 68 year old father purchased his first computer (an asus laptop). I went to his house and helped him put all windows 8.1 compliant anti virus, firewall, and system utility on his computer, then walked him through getting ready for win 8.1. windows downloaded 200+ updates before he could try to download 8.1. with that done, he went to the windows store and tried to download win 8.1, but it kept failing. he called asus support, which told him that I wasn't qualified to install things and that I had downloaded a ton of viruses (all programs brought to his house on scanned usb drive) and that his computer was guaranteed to crash, but that they could fix it remotely for $200 (been working on computers since 1995). I had him do a virus scan, and also download malware bytes and scan. there was 1 false positive between both scans! the support technician tried to swindle my father out of $200 by lying and instigating panic in him. it occurred to me that after 200+ updates that maybe windows installer was slightly messed up. sure enough after unregistering and re-registering windows installer, everything worked as advertised. if anyone from asus can read this, your contracted tech support is felonious... I have half a notion to call the bbb on your inept and supposedly windows certified technicians that are centered in west palm beach, fl. they wouldn't know malware bytes from mosquito bites.

I bought an ASUS Republic of Gamers G74SX-DH71 Full HD 17.3-Inch Gaming Laptop November 25, 2011.
Everything was fine and enjoyed the computer but one day the system stopped working.
I called Tech support and they issued me a RMA to send it in under warranty around November 11th 2013.
I sent it in and December 26th 2013 I called to find out the status of my system and I was told it was sent back to me fix end of November.
I was told by ASUS that it was not their problem and to talk to FedEX.
I called FedEX and filed a claim and was told that ASUS only had a $100 issuance on a $5, 000 laptop.
I spent a month bouncing back and forth between ASUS and FedEX.
I talked to a lawyer and no one really wanted to touch it because there was not enough profit in it for them.
Needless to say I am out a laptop and no one cares.
I am sure that FedEX gives a big company like ASUS a discount so them not insuring it for the full amount is stupid.
FedEX told me that because ASUS only chose to insure it for $100 that is all they would give me.
ASUS makes great products but their customer service sucks.
Can't even really call it customer service because they refused to do anything for me including file a report with FedEX.
I have had things lost in shipping before and usually the company will help with filling a claim.
But with ASUS they could had cared less that I was out a computer.
I suggest that you stay away from ASUS, if you chose to ignore my warning pray that you never have to get it fixed.

I am a senior whose 2 year old asus tablet
Died. there was no physical damage on my tablet as it never left my couch. i
Returned tablet to asus for service, assuming a battery was needed. after 4
Weeks of waiting and several phone calls to asus, asus attempted to charge me
$169 for repairs, which included a new adaptor and power cord (not needed, but
Were not asus brand). included in the asus repair email was a photo of a tablet
Showing the connector bezel completely ripped open. it looked like a
Screwdriver was used to open the tablet. this was not how the tablet was
Returned to asus and this damage was not done in transit as it would have torn
The box completely to shreds, certainly alerting asus personnel to question the
Shipment. I could not believe my ears when asus told me (again, after me
Calling them) that I had caused the damage. I am so disappointed in asus and
Will be telling anyone who will listen. I cannot believe that any reputable
Company would damage a customer unit and not face up to it. I am now waiting
For my ipad.

I purchased an asus g75vx from best buy in oklahoma city on may 21, 2013. this makes the 3rd asus notebook that I have purchased in the last 5 years. thank goodness I bought the extended warranty thru best buy! I have no problems with the product itself, but I have an entirely different opinion towards the customer service/warranty side of the company. the power supply went out on this unit on february 8, 2014. less than a year after my purchase. I went online and requested warranty service on february 9, 2014. after submitting my request thru the website I received a confirmation letter via e-mail telling me that I needed to call the number listed on the e-mail. although you receive a service number (mine is 3422522) with all of the information you gave them online, you have to repeat the exact same info to the representative more than once. after spending some time on the phone, repeating the info they already had and waiting…this is what I was told was my only option. I have to send my power supply to them so they can make sure that is the problem. not only that, I have to pay for all of the shipping myself. then I have to wait with no power supply, for them to check it out and then send me another one. what good is it to spend $1700 on a product and get customer service like this? I really like the asus product and plan to purchase more. but not if I am going to get service from the company like this. I know for a fact that the power supply is bad because I had the exact same thing happen on the g72 model that I have. I checked by simply trading the power supply on my 2 units. then I also checked the power supply with a multi-meter. I have all of the programs to send them whatever diagnostic results they might want. I will allow them to connect to my computer via the internet and get whatever information they would need. but none of this will work for them. your only option is to package the power supply yourself, pay out of your pocket to ship to them and then be out of your computer for however long it takes them to check it and send you a new one. what would I do if my job depended on my computer? how would you feel if your family’s income was now on hold because a company didn’t have better customer service/warranty procedures? i’m not asking for an entirely new unit. I just want the part that makes it work. I am now rethinking any decision I might make about purchasing another product from asus. i’m not going to pay that much money for a product and then be treated like this to replace a part that is still under manufactorer warranty, a part that they know goes bad and all on my dime and their time. I am very disappointed in asus customer service. and now becoming very disappointed with the company itself.

Randy halford

I have an asus computer that the dc socket needs to be soldered or replaced. asus has given me a compatible p/n for the dc socket. I have purchaed it for £2.85. once the part arrived I was faced with the decision where to fix it. after much thought I have cpntacted asus to do the job with them. they asked for the nature of the problem and I did advise it was dc socket soldering. once the received the laptop they quoted for £309! the quote specified that the whole motherboard will be replaced. when I contacted them.. they said that the will not fix/ solder/ replace the dc jack (as the do not have equipment to solder!) but will replace the whole motherboard! this is so unfair... because I believe that they should have said that from the stsrt. especially that I hsve said what exactly the problem was. had I knew from the start that they would nit do soldering I would have not sent the laptop to them. I would appreciate if I would be contacted asap to solve this matter! thanking you in advance
Yours sincerely,
Ms r. fuxbruner
Ref. gbb4410733
Tel: 00 44 [protected]

Poor customer service, poor customer support! claim escalating my case every time I called in end up they don’t even file a case and lost track for everything!
I simple request to ask the service engineer to call back, end up waiting “ages” also did not hear a voice yet!
Product support is poor basically they just wanted to close the case by pushing customer to accept what is being repaired and fixed.
Was being told customer should have a backup plan if padfone were to be sent for repair!
Call centre say only can wait; nothing they can do on service centre…. service centre say standard procedure to get back to customer is 3 days!

Hi;
Usd 330 to speak with an authorized product minfatra wi I sent with
11 days have passed together that gave me fake shipping numbers
Constantly distract me
Everyday different is lying, despite my payment receipt sending your product was throwing mail
Www.minfa-tradecom.com web side is
Not reliable
Be careful

Who wants to pay me at my bank statement and i'll send the mail
My e-mail adress [protected]@atakbilgisayar.net

I have 2 cases pending since last one month in asus service center f1 info solution, nehru place, delhi and I am in touch with customer care department and regional manager - mr. ramesh chand.

1. rma number ing23a0044
On 01/10/2013, I had bought asus netbook pc as 1015 which had a cpu heating issue the complaint was logged on 12/10/2013 and after much effort and persuasion I was given a replacement on 01/11/13 (a good 20 days were taken for the resolution). to my surprise the replacement also had the same issue of heating and the same was informed to the service engineer at the time of receiving the replacement and was noted in the receipt too.
After installing windows 8.0 the temperature reached 82 deg c. (picture of the same is also enclosed). therefore the replacement was also returned to the nehru place service center again on 4/11/2013 with refund request.
Since than I have been contacting mr. ramesh and the service center and I am getting nothing but assurance for the next day.

2. asus transformer tab sent for repair (screen replacement)
On 16/10/2013 transformer tab was sent for repair, which is a paid repair and I am yet to receive it. on 13/11/2013.

I bought a toshiba laptop in october 2012 with windows 8. it would not connect to my internet in january so I took it back to office depot on january 20, 2013 in which their tech services could not repair so they said they couldn't exchange it for another toshiba because they had none. they convinced me to buy the asus notebook which cost a little more so I paid the difference. I had it a month and again I found that it would not connect on the internet despite some usual troubleshooting techniques. we have several other computers at home and they have no problems with our fios internet connection. my husband called asus 2/20/2013 and spent hours talking to their customer support who had him download a driver. it worked until the end of june and then one day it just didn't work. I went on vacation and then I didn't bother with it for several weeks when I got back (my old computer worked fine). my husband called on 8/24/2013 and they had him download the driver again, but then determined it was "hardware failure". they gave us specific shipping instructions with no offer of a shipping label which ended up costing $56 to pack and ship on 8/24/2013. one week later I received the computer, not at all packed as securely as I had. I turned it on and tried to go on the internet and it would not work. my husband called them again that day and they had him download the same driver, but it still didn't work! they told us to ship it again, but this time I asked for a shipping label and I used the shipping material and box they sent me. I sent it on august 31, 2013. I asked for my money back or a new machine. they said they could only do that if it was unable to be repaired. we received one email saying the computer arrived and then we heard nothing until september 23, 2013. the email said "we were unable to duplicate the problem and test results are ntf (no trouble found). we are to provide more information... we have talked to them for 6 hours! what more can be said?

To whom I may concern,
I want to start off by saying how happy ive been with all of my asus products in the past, especially with the tf300 tablet I am writing you about. ive suggested to anyone who has asked for advice on tablets to go with the tf300 - its awesome, I even purchased one for my father for his bday this year.
That being said, my tf300 tablet that was purchased aug 2012 completely and entirely died on sat. I tried every troubleshooting technique I could think of with no change. I had the table playing a netflix video and had placed it on pause for approx 15-20mins. I saw that the battery was around 60% so I figured why not plug it into the charger. I plugged the charger in, tablet didnt respond; unplugged the charger and tried again - still the tablet did not recognize the charger; so I shut down all running programs and tried again - still no response from the tablet recognizing the charger, so I shut down the tablet with the intent to restart it. after the tablet powered down, I tried to turn the tablet on - unsuccessfully. I attempted everything I could think of - press and hold the power button for 30secs, cold boot, even tried to do a hard reset/ push the small hole that wipes everything - nothing. the tablet does not recognize any charger whatsoever (and I have tried several) and a pc does not recognize the unit. I tried leaving it plugged into a pc for 6hrs to trickle charge the battery in hopes of jump-starting the battery to a point where I would be at least able to turn it on. the table is dead.
I contacted customer service on mon and chatted with someone who was very nice, but unhelpful - all he was able to do was issue an rma for me, which would be fine, except my tablet is 9 days out of warranty - 9 days! I asked if I would be able to purchase an extended warranty, as I love this tablet and have every intent of continuing to use it - if it can be fixed. I was told no.
For a product that cost $500 and has been babied from the start, and comes from a manufacturer that I have come to expect quality products from, I am very disappointed that it seems asus is unwilling to work with me on addressing this problem. a tablet from asus costing $500 should not completely die after 1 year of use - its unacceptable. is asus in now producing products that fail/ die right outside of the 1yr mark?
All I am looking for is to have my tablet fixed and if for some reason it cannot be fixed, replaced. I think its fair that asus should stand behind such an expensive product and at least attempt to work with the customer to fix the issue, especially one who is willing to purchase an additional warranty.

Thank you for your time and look forward to speaking with someone regarding this matter very soon.

Thanks,
Nicole vongsaroj

I only bought my asus notebook on the 18/03/2013 and my notebook all of a sudden when getting switched on the screen appeared to be kind of distorted with several lines running across the screen & I could just make out the normal signing on screen behind this problem. so I turned & unplugged the notebook & left it for a while then went to turn it back on to find that the screen had changed to still having lines running through the screen as well as different colour lines jumping all over the screen so once again I repeated by turning it off & then on again to see that it became worse with dots on the screen so I decided to contact the manufacter & they arranged a delivery to collect & solve the problem I received an email from them that the problem was not under there warranty saying the problem was connected to a problem inside the notebook its self. the note book has had no accidentally damage to it since I bought it brand new & had been handled with care. I was told by asus the company that I would have to pay £259.00 to get it repaired & £42.00 to have them to redeliver my notebook back to me & wasnt informed or aware of any costs for the redelivery..

On january 26the 2013 I bought thee asus ux32vd zenbook. I was really excited, really light, great design,... however, after 3 weeks, thee laptop died. it appeared and error, and thee system could not reboot. I called thee customer service, and we could not solved thee problem, so theey picked it up to repair it. one always has thee fear, thee error will show up again. but thee repair letter said theey changed thee hard drive. so I guessed theat was all. problem solved.
However, today two days after reception of thee laptop, thee error happened again. I have called thee customer service, and theey have sent me to thee same process theat I did on thee first place. I complained. come on! I should get a new one. clearly thee repair was not well done, and probably was not obvious. I assume thee technicians are professional. the laptop is completely messed up. it reboot but had thee error already 3 times, and if not connected to power sometimes cannot navigate. I really do not understand anytheing, but what I really do not understand is theat is a case like mine, theey do not act differently. you cannot tell a client who just bought an expensive new pc, theat was not working, and theat you repaired not correctly, to start thee exact same process again. need to do it differently. I wish I would have been offered a new one, witheout even asking.

Repaired (?) 10 ten times for the same complaint in two (2) years! this is absolutely the worst pos I have ever owned. it sits in my office, unopened from the last repair. I told them of all the problems and said "do not send this unit back to me" they sent it back! I will do an "office space" on it and send it back to them in pieces. I can't, or won't sell it to anyone. I couldn't do that to some unsuspecting student or other poor soul that thinks they are getting a good deal; so i'll take it in the shorts for a grand!
Complaint submitted on my mac book air. thank god for apple, my life became simpler the day I made the switch

I purchased ($239.00) an asus motherboard from newegg. I received an open box. that really did not bother me at this point. I installed the board. the board would not boot. I requested a rma. they approved the rma. I shipped the board to them. they then sent me an email stating that I bent all the cpu pins beyond repair. I replied stating that I had received an open box and that the pins had to have already been bent, and that my cpu was just fine, working in another board that I purchased from 'them'! they replied by telling me to send the board to asus for warranty. they are returning the board to me and would not refund the funds or send me a new board that was not open. I am just out the money and/or the board.

I should not have to do what they should have done to begin with. newegg used to be the very best! now they just don't care. thats what is happening everywhere, it seems.