How to REALLY get support from Asus?

Hello all,

what's the big secret of really getting support from Asus, not just
auto or semi-auto-generated reply messages? I mean, when I buy a
product with the label "Premium" and a matching price, I expect some
sort of support!

Robert

In article < .com>,
wrote:

> Hello all,
>
> what's the big secret of really getting support from Asus, not just
> auto or semi-auto-generated reply messages? I mean, when I buy a
> product with the label "Premium" and a matching price, I expect some
> sort of support!
>
> Robert

I believe the last figure I saw for motherboard production for Asus,
was 4 million per month. Take a number :-)

Seriously, phone them up. It is a toll call, but you will get to
talk to someone. If you fill out this information in advance, the
tech support will waste less time asking you questions.

http://vip.asus.com/eservice/techserv.aspx

Paul

Oh, I did fill out all the forms. I've even got a case ID.
But thanks for your suggestion. I found that they even offer a local
support hotline number. I'll see how long they place me on hold.

wrote:

> Hello all,
>
> what's the big secret of really getting support from Asus, not just
> auto or semi-auto-generated reply messages? I mean, when I buy a
> product with the label "Premium" and a matching price, I expect some
> sort of support!
>
> Robert
>

The big secret of getting support on a product is to ask the seller of
that product, not the manufacturer. If Asus sells a MB to PCshack and
PCshack sells it to you, you need to start with PCshack since (generally)
they rather than Asus is responsible for support.
--
Cheers, Bob

Even if it is an issue that only Asus would be able to fix (In my case
obviously a bug in the BIOS)?
For replacements, I would agree with you.

Move to germany.

The Asus support there is great - in the UK it is pants.


<> wrote in message
news: oups.com...
> Hello all,
>
> what's the big secret of really getting support from Asus, not just
> auto or semi-auto-generated reply messages? I mean, when I buy a
> product with the label "Premium" and a matching price, I expect some
> sort of support!
>
> Robert
>

Although this is no help, I just want to tell you that you are not alone and
that if you go the rma route be forwarned. A couple of months ago my drive
interfaces appeared to self-destruct. I contacted asus and received info on
rma'ing the board. Because I was under a project deadline I went the credit
card route to get expedited service. After waiting and waiting and waiting,
I contacted the rma department and was told that I had not filled-out the
appropriate forms and sent them in. Just one problem--as I was talking on
the phone with the asus rep, I was going through my email files and found an
email from that specific rep regarding the rma that contained copies of the
forms that I had filled out and sent to her. Even after that she refused to
acknowledge that I had indeed filled the forms as directed.

I could be considered a loyal asus customer and although I have built
systems with other boaods I tend to look first to Asus. Their service ethic,
however, is less then sterling. After this little incident, I searched
around for an Asus customer service department with no success. I then sent
a letter with supporting documentation to Asus headquarters addressed to the
vp of customer services. It was returned to me unopened.

It could be worse though. You could be dealing with soyo. Like many I have
been waiting for a rebate on my dragon motherboard for over a year. That is
frustrating but it gets worse. The board was defective and had to be
replaced. From their it even gets worse, the replacement board was shipped
defective.

I think I'll stick with Asus.


"Acedrew" <> wrote in message
news:445b9bfb$0$690$...
> Move to germany.
>
> The Asus support there is great - in the UK it is pants.
>
>
> <> wrote in message
> news: oups.com...
>> Hello all,
>>
>> what's the big secret of really getting support from Asus, not just
>> auto or semi-auto-generated reply messages? I mean, when I buy a
>> product with the label "Premium" and a matching price, I expect some
>> sort of support!
>>
>> Robert
>>
>
>

(Paul) writes:
> I believe the last figure I saw for motherboard production for Asus,
> was 4 million per month. Take a number :-)
>
> Seriously, phone them up. It is a toll call, but you will get to
> talk to someone. If you fill out this information in advance, the
> tech support will waste less time asking you questions.
>
> http://vip.asus.com/eservice/techserv.aspx

Tried calling before. After waiting 10 minutes on hold, I got to talk
to a guy... who told me they were swamped and then took my name and
phone number and promised a return call... which never came.

--
Forte International, P.O. Box 1412, Ridgecrest, CA 93556-1412
Ronald Cole <> Phone: (760) 499-9142
President, CEO Fax: (760) 499-9152
My GPG fingerprint: C3AF 4BE9 BEA6 F1C2 B084 4A88 8851 E6C8 69E3 B00B

Fortunately I live in Austria, and get the same support as in German.
Tried it today, and the hotline really seems to be good. They couldn't
fix the problem (of course, if it's a BIOS bug), but assured me it
would be forwarded to the developers. Thanks for pointing me to the
german support!

Robert