Asus Technical Support

  • Thread starter Thread starter Don
  • Start date Start date
D

Don

Anybody know of a better way to get through to Asus. They want you to
go to helpdesk.asus.com to start things off but I can't get through to
that site. And I've tried at many different times of the day and
night. What lousy support. Any advice on getting help from them?
 
Don said:
Anybody know of a better way to get through to Asus. They want you to
go to helpdesk.asus.com to start things off but I can't get through to
that site. And I've tried at many different times of the day and
night. What lousy support. Any advice on getting help from them?
Click to expand...

Works for me, on the first try:

http://Helpdesk.asus.com/logon.asp?URL=/Default.asp

But, if I do some lookups...

DNS(Helpdesk.asus.com) --> 67.104.19.110
DNS(67.104.19.110) --> 67.104.19.110.ptr.us.xo.net

My attempts to use the IP address to access the site fail. So
http://67.104.19.110/logon.asp?URL=/Default.asp or
http://67.104.19.110.ptr.us.xo.net/logon.asp?URL=/Default.asp

don't work. Maybe if the platform your browser is on, is doing
reverse lookup to verify the node it is connecting to,
that is failing ?

Paul
 
Don said:
Anybody know of a better way to get through to Asus. They want you to
go to helpdesk.asus.com to start things off but I can't get through to
that site. And I've tried at many different times of the day and
night. What lousy support. Any advice on getting help from them?
Click to expand...


It seems that it's pretty tricky - most people don;t bother.

Ask any questions here (with full details of system and what you've tried
and any recent changes)

Or seek a refund/replacement from your supplier.

That should cover ~98% of problems.

Ben
 
Don said:
Anybody know of a better way to get through to Asus. They want you to
go to helpdesk.asus.com to start things off but I can't get through to
that site. And I've tried at many different times of the day and
night. What lousy support. Any advice on getting help from them?
Click to expand...

They make great mobos, but I think it is universally accepted that getting
after sales support (other than replacements or new BIOS') is pretty much a
no no. You can normally get good quality advice in this newsgroup, but there
is also a good forum at;

http://www.abxzone.com/forums/forumdisplay.php?s=&forumid=41

Regards

Martin
 
Don said:
Anybody know of a better way to get through to Asus. They want you to
go to helpdesk.asus.com to start things off but I can't get through to
that site. And I've tried at many different times of the day and
night. What lousy support. Any advice on getting help from them?
Click to expand...

Try this email, I got an rma the next day with it.
USA E-Mail: (e-mail address removed)
 
It seems that it's pretty tricky - most people don;t bother.
Ask any questions here (with full details of system and what you've tried
and any recent changes)

Or seek a refund/replacement from your supplier.

That should cover ~98% of problems.

Ben
Click to expand...


yea.. It's generally not worth it. If there is a fault then they are
required to give full denial of it. If there isnt a fault then they will
give full denial. And on top of it all nearly every service department out
there now will start off with treating you like your a 5 year old, and after
months of going back and forth they then come to the conclusion that it's
not a normal "user" error and you should send the board back.

I emailed Linksys to tell them of a horrid error in their tech Documents

For a firmware update the webpage says "download this zip file and follow
the supplied instructions"
the zip file contains

something.BIN
update.Txt
update.Doc

the Txt/Doc files are both install instructions
They tell you to Flash the supplied RMT file to your routers bios.
The router ask for a .RS file..


Linksys did reply to me however (god bless them)
They can probably tell me how to fix the problem if I supply them with my
product and serial #
 
Getting an RMA is MUCH easier than getting quality technical support
advice that might just avoide the need for an unnecessary RMA.
 
Don said:
Anybody know of a better way to get through to Asus. They want you to
go to helpdesk.asus.com to start things off but I can't get through to
that site. And I've tried at many different times of the day and
night. What lousy support. Any advice on getting help from them?
Click to expand...

I've been back and forth with them since I got my P4C800 Deluxe board.
3 different issues and they have the same answer for all 3 problems!
First off the drivers disk that came with my board is just a garbled mess!
I have 3 computers in my house and out of the 5 CD/CD-rw/DVD players
none can read the disk! Answer.. Format reinstall windows and drivers! LOL
USB ports not working after a reboot. Answer.. Format reinstall windows and
drivers.
3rd problem seemed to fix its self couldn't get 3com to let me connect but
their answer was..
Answer.. Format reinstall windows and drivers. Anyway they always seem to
answer within
a couple of days or so. Now if I could just figure out my darn USB problem
I'd be happy!
 
I just went through 2 tech support calls. One involving an A7V600
board. I was getting black screen, no shut down or reboot (I now
believe it's more of a driver issue with something installed, but let
me continue...)

I called tech support, got the usual live voice that said all techs
were busy and could I leave a call back number (funny, I called the
moment tech support opened for the day). I refused that and said I'd
wait. I was told it could be 10 minutes. Less than a minute later I
get a real tech. He asked for a case number, but I mention how without
the board operating at the moment I could not get on line to get one,
he lets me continue. I fully go over the problem, he recommends I
return the board. I call my vendor, they offer an exchange, even allow
exchange to A7N8XE-deluxe (but not before the store's "customer
support rep" virtually accuses me of trying to deceive them and
otherwise being rude in general; the sales manager steps in and gladly
accepts the trade).

Install A7N8XE board. Reboots and shutdowns work after installing OS
(Win2K Pro) and Office 2000. I install some other programs, all well
until the end of the efforts and again the shut down/reboot issue
reappears. Possibly driver or service issue, I open a ticket (on line
this time) with ASUS for this and some other issues. I call and refuse
to have them call back. Wait on hold for a little over 10 minutes. Get
a tech, begin to explain a few issues, suddenly am cut off (on
purpose????). Have to call back and wait another 15+ minutes on hold.
This time get a tech who sounds somewhat intelligent. Spent over an
hour and a half on the phone with him. We never could solve the
reboot/shut down issue (IF ANYONE HAS SUGGESTIONS, I'M OPEN, though I
will investigate service/driver issues ASAP). One issue you might take
note of, I could not boot to a SATA drive if I had an IDE drive also
installed (though with BIOS set to ignore HDD-0 as a boot device,
"other boot device" must be enabled for SATA to work, but apparently
it will also seek the IDE first and if it sees a MBR it tries that
first). We concluded I needed to have a drive without MBR and use it
as a storage only device. This worked. Also,cannot use a SCSI drive as
a second hard drive (was getting an attempt for the BIOS to boot off a
network until I reformatted the SCSI, now I don't get that but it
still tries to go to SCSI drive - I believe the SATA is interpreted as
a SCSI device, and the true SCSI hard drive took precedent over the
boot attempt). Also had an issue where new BIOS 1010 made my SATA
unbootable.

Anyway, hope you're putting up with a long rant....this tech seemed
like he would be of help, though as yet I have not heard back. We
shall see. All in all, I find tech support for most any product
lacking.

Want an idea of who you're dealing with? Listen to the ASUS voice
prompts that tell you to go to the web to open a ticket. I swear it
says "...log onto HTTP SEMI-COLON....." When's the last time a
semi-colon worked on a URL?????

bye now, and thanks for shopping with us....if you'd like to press 7,
please press 5.
 
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