ASUS Support

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jime

I am considering buying a ASUS MoBo. One of my considerations is the
quality of the support (or lack of) given by the company. How is the support
by ASUS?
 
jime said:
I am considering buying a ASUS MoBo. One of my considerations is the
quality of the support (or lack of) given by the company. How is the support
by ASUS?
Click to expand...

In general, when you have problem, the vendor will be the first place to
ask.
Or you can come to this newsgroup, or to www.abxzone.com or similar forum
for questions.

Asus seldom replies directly; though you may order BIOS chips from them.
When you need to return the board, better go through the vendor where you
bought.
 
I found them great in the UK even considering that the UK branch is
dedicated to laptops and not anything else..
I found that MSI dont allow warranty returns from the UK...

The MSI office I contacted in the USA said they would help, but the
managment names that I spoke to that were going to help me resolve the issue
never worked in MSI (they just dissapear'd)..
Anyhow.. Everyone has their own story, and I guess depending on the problem
then you might get better or worse support than others..

Usually a faulty board goes back to where you bought it, they give you a
replacement (or ask you to wait) and the only time you deal with the MFGR
direct is when you want technical info (or you get a warranty longer than 12
months)
 
jime said:
I am considering buying a ASUS MoBo. One of my considerations is the
quality of the support (or lack of) given by the company. How is the support
by ASUS?
Click to expand...
If you search around you will find comments about less than ideal
satisfaction when dealing directly with ASUS. However, their products are
good and there is a lot of expertise on NGs such as this that can give you
support. Also there boards are popular so you don't have to be worried about
being a rare user of a specific board. I believe ASUS does not claim to
offer first-line support directly to the end-user. Such support is intended
to be provided by the dealer. This being the case, I consider where I buy
the board and consider a good relationship with a local computer store to be
worth much more than the few bucks I would save buying elsewhere.

Billh
 
"jime" said:
I am considering buying a ASUS MoBo. One of my considerations is the
quality of the support (or lack of) given by the company. How is the support
by ASUS?
Click to expand...

Consider the magnitude of the problem. The last time I looked at
the Asus info page, it said they have 5000 employees, and most
of those will be manufacturing boards every day. They ship
2,000,000 boards a month. From that ratio, I think you can see
it would be pretty difficult to help 2 million people every month.
(Your vendor could help you, but then it would be best to buy
local, so you can drag the machine in for them to examine.)

If you visit the contact page for Asus, there are long distance
numbers (not toll free!). You can phone to talk to a tech support
person, and some people have had great help from these people
(tech stays on the line for an hour or more, to try to help them).
If the support devolves to email exchange, then you will tend to
get boiler-plate responses (every email starts with "reinstall
the OS" etc).

There is the user manual, the FAQ web page (poor and spotty info
- Asus are more honest over the phone than on a webpage and will
admit to more of their problems and screwups by phone), the private
forums (abxzone.com, amdmb.com, nforcershq.com and many more), and
this news group. Expect to get most of your help from the end users,
no matter what the brand. Maybe Supermicro would give you a better
support experience than the others, but then you are paying a small
fortune for a server motherboard.

We do this stuff for fun. If I didn't have time for this, I can
purchase the product I want at a local shop, and they will assemble
my custom order and test it, for little more than the cost of the
parts. They take care of the dud gear. In terms of just getting a
computer in your hands, it is frequently cheaper to buy a
"beige box" at your local department store - but you'll likely
get an SIS chipset :-)

HTH,
Paul
 
I am considering buying a ASUS MoBo. One of my considerations is the
quality of the support (or lack of) given by the company. How is the support
by ASUS?
Click to expand...

Your first, perhaps only, line of support is the vendor. Don't buy
from a computer show or from the car trunk of your local roving
salesman! Local or a good mail order joint is advisable. Asus won't
deal with us wee folk directly. However, I have had prompt responses
on carefully worded questions and problems on their server products.
I've had good service by Asus with our local dealer acting as the
go-between (less than 1 week to get a SCSI backplane controller
reflashed). The local dealer was very helpful. Of course, our local
dealer does get lots of business from us which helps when we have
problems.

Mark
 
"Michael Painter" said:
Where, exactly, -is- the forum on this site?

--Michael
Click to expand...

I'm wondering exactly the same thing right now. Something is
up with DNS. At first, I thought my local DNS server was
screwy, but I tried a nslookup on another web site, and
it returned the same IP address I was getting. What you
are seeing for "www.abxzone.com" is not normal right now.

Paul
 
Paul said:
I'm wondering exactly the same thing right now. Something is
up with DNS. At first, I thought my local DNS server was
screwy, but I tried a nslookup on another web site, and
it returned the same IP address I was getting. What you
are seeing for "www.abxzone.com" is not normal right now.

Paul
Click to expand...

Thanks...I'll give it a try again tomorrow.

--Michael
 
"Michael Painter" said:
Thanks...I'll give it a try again tomorrow.

--Michael
Click to expand...

It is a "non real time upgrade". Tried the link just now and got:

"ABXZone.com is undergoing changes. Due to the reindexing
taking much longer than planned, we will not be back up late
Saturday evening (EST time). Sorry for the unavoidable delay."

Paul
 
I am considering buying a ASUS MoBo. One of my considerations is the
quality of the support (or lack of) given by the company. How is the support
by ASUS?
Click to expand...

Asus is the cream of the crop. So good infact there are muthafuckers
making fake Asus boards.

And, don't listen to ****tard newbies, The board goes thru 5 QC checks at
the prestine factory condition and You are telling me it was defective
from the factory? I don't think so. You **** it up.

My golden rule when it comes to building computer is A.C.I.

Asus
Corsair
Intel

Spend the sleepless nights having fun on your computer not pulling your
hair out trying to solve a niggling computer problem.

my .02
 
It is a "non real time upgrade". Tried the link just now and got:

"ABXZone.com is undergoing changes. Due to the reindexing
taking much longer than planned, we will not be back up late
Saturday evening (EST time). Sorry for the unavoidable delay."

Paul
Click to expand...

Abxzone.com is back up. I guess for today, it took some time
for DNS to clear up. The current IP address is 205.177.13.179

Paul
 
Paul said:
Abxzone.com is back up. I guess for today, it took some time
for DNS to clear up. The current IP address is 205.177.13.179

Paul
Click to expand...


Thanks Paul
I've already posted the question about why the bios screen stays up so long...hopefully someone over there will have an answer.

--Michael
 
billh said:
I believe
ASUS does not claim to offer first-line support directly to the
end-user. Such support is intended to be provided by the dealer.
This being the case, I consider where I buy the board and consider a
good relationship with a local computer store to be worth much more
than the few bucks I would save buying elsewhere.
Click to expand...

If Asus support sucks that much, they don't get off the hook THAT
easily. I'd bet that most people order their boards on ebay.com or
newegg.com, or some other online vendor. Even if it's not "most
people", it's surely "a hell of a lot of people". That being the case,
there is no excuse for shitty support.
 
Paul said:
Consider the magnitude of the problem. The last time I looked at
the Asus info page, it said they have 5000 employees, and most
of those will be manufacturing boards every day. They ship
2,000,000 boards a month. From that ratio, I think you can see
it would be pretty difficult to help 2 million people every month.
Click to expand...

I kind of doubt that each of those (supposed) 2,000,000 boards goes to a
different person. But in any event, I say "tough shit, chew harder": If
they're selling that many boards, they're pulling in enough dough to
hire more support personnel.
 
x-no-archive: yes
Asus is the cream of the crop. So good infact there are muthafuckers
making fake Asus boards.

And, don't listen to ****tard newbies, The board goes thru 5 QC
checks at the prestine factory condition and You are telling me it
was defective from the factory? I don't think so. You **** it up.
Click to expand...

Those "5 QC checks" don't necessarily overlap. And every manufacturer
puts out some turds--Asus included. It is inevitable. Not everyone who
reports a problem is a "****tard". Just most of them.
My golden rule when it comes to building computer is A.C.I.

Asus
Corsair
Intel
Click to expand...

The last Corsair RAM I bought was defective. Got it replaced, and the
replacement was defective as well. Oh yes, I know--"I **** it up".
Yeah, that's it. That's why I've NEVER had bad RAM from any other
manufacturer.
 
Those "5 QC checks" don't necessarily overlap. And every manufacturer
puts out some turds--Asus included. It is inevitable. Not everyone who
reports a problem is a "****tard". Just most of them.
Click to expand...

I missed the first part of this discussion, but I gather that it was about
support -- not quality of product.

I just had occasion to use Asus's support, and I was certainly disappointed.
I tried to access the user forum, and got a message which said, in effect,
"our support people are on vacation from the May 1 to May 9, so the forum is
shut down." This was on May 11 here in Chicago, when it was May 12 in
Taiwan.

Apart from the fact that the people responsible for the forum seem to be
enjoying their vacation so much that they have extended it indefinitely, for
a company to let everyone responsible for one of its major user support
functions go away at the same time is unbelievably clueless. Apart from the
Mickey Mouse impression of their operations that it gives, it deprives users
of a service that can often get them answers better and faster than
individual technical support, _increasing_ the load on the technical support
people. That is the last thing any computer manufacturer should want to do.

Manufacturing computer complements is a low-margin business, and poor
technical support comes with the territory. This type of stunt indicates
unbelievably bad management, though. Asus makes great products, but it seems
to know nothing about running a business.
 
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