Complaint Review: ASUS

HELP!!!!!!

I purchased the ASUS X202E in March 2013.  I made a couple of enhancements as suggested by other Amazon X202E owners.  I swapped out the HD for an SSD chip and the WIFI for an upgrade.  Disappointed with the way ASUS rigged the RAM, since no upgrade is possible, but like all other owners, I live with the 2 GB.  All was well- I loved the little guy- hummed along and seldom gave me a peep of trouble.

 In August 2013, not sure how, but the screen cracked (not blaming ASUS for this, just don't know how it happened).  I contacted ASUS via customer online chat and was told, don't worry; it's covered through ADP- Accidental Damage Protection.  WOW- I was thrilled.  After a couple of reminders, they sent me a return label.  I returned the laptop the next day and they received on 8-21-2103.  HUGHEST mistake I could have made!  I'm pretty technical and could have purchased a replacement for about $50 and swapped out the LED screen myself, but I figured I was covered and it would easier to have ASUS take of it (and it was FREE!). 

Every time I tried to active ate the ADP online, I got a message- there support IDed as a server down message.  Fine, I’ll activate via phone.  BEEEP!  No, you cannot activate via phone- must email all info to ADP email address and wait for response.  I received at least 5 emails from the same representative, the first telling me the service was activate on 8-26 and interim requesting more info.  Finally 9-3, I received the last e-mail from Christine Fung telling me the ADP service was activated and in effect for my repair.

Today is 9-14-2013.  I have called ASUS every day (1-888-678-3688), sometimes more than once a day since the second week they had my laptop and no word that it was being repaired and every day they tell me it's in repair and the normal turnaround time for a repair is 5-7 days.  They've had the laptop for 24 days and each time the customer support person tells me that they need to wait for an update from the repair center.  Yesterday I was told they would finally escalate the issue.  In ASUS terms, this means that the ASUS Customer Service team will follow-up with the repair team (make a phone call) within 48 business hours, to find out the repair status and suggested I call back at the end of this period. 

I can't count the number times a customer representative had told me stories about the repair status (like part ordered, waiting for delivery -supposed since 9-4- they don't stock LED screens???) or just left me on hold until the phone disconnected.  Each time, I emphasize the fact that the SLA on the repair is long overdue and most credible companies customer service departments would take some action or at least pretend they something wrong with this extended repair time, but not ASUS- consistently, I'm told that, "it's being worked on and when they are, repair will send me an e-mail- there's nothing further they can do.  

I've talked with at least 6 customer service supervisors (the highest escalation they offer) and finally on 9-11, one woman helped by sending an ADP activation email to the repair dept.   None of the other representatives I spoke to previously understood that although this was holding up the repair, this action was required.  They were waiting for the repair department to send me an email requesting I authorize repair.  I called daily and asked them if this was done, it's a mystery to me why no one else thought to take action.  ASUS must hire children at minimum wage, with no training, guidance or standards because; in general they take no action.

I tried calling the corporate office, but unless you know the actual extension of the party you wish to speak with- the call does not go through- there is no switchboard- no operator or at least I couldn't figure out how to get them on the line via the voice mail system.  The number I called is:  510-739-3777.  I know they are not an American company, but I’m shocked that they insulate themselves from their American customers.

ASUS claims they need 5 pieces of info to ID you as a customer: RMA Number, First and last name, phone #, email address, home address and today I was asked what country I was calling from AND the customer service rep was serious- he would not continue the call and actually argued the point until I hollered USA!  After called 20 times, I know the drill- I'd recite the info, without being asked to get it out the way.  ASUS customer service reps feel the need to repeat all the basic info, just get me to confirm.  My bank only asks for my mother's maiden name and the last 4 of my social to get account balance, ASUS requires a whole litany of info and still doesn't do a scrap of work to help resolve my repair issue.

The notebook is fine, not a bad product- actually a good product.  ASUS's customer service, however, reminds me of the audio joke recordings of nightmares with technical customer service depts.

I'M SINCERELY WORRIED THAT EITHER THEY WILL NOT RETURN MY LAPTOP OR IF THEY DO, THE CONDITION OF THE LAPTOP WILL BE POOR. IF ANYONE HAS ANY CONSTRUCTIVE SUGGESTIONS ON HOW TO COMMUNICATE WITH ASUS AND GET MY LAPTOP HOME TO ME, PLEASE RESPOND.  I'M AT MY WITS END.  THANKS.

I’m sorry this communication is so long, it’s a reflection of the frustration I fee at the total disregard ASUS has for their customers- maybe they should stick to motherboards and video cards, where customer interaction is optional.