Has anyone ever received a reply from ASUS?

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David40

Is it just me? I have sent several emails containing some very simple
questions to ASUS support over the last few years and I have never received
a single reply. How can this company supposedly have such a good reputation
when their service is so terrible?
David40
 
David40 said:
Is it just me? I have sent several emails containing some very simple
questions to ASUS support over the last few years and I have never received
a single reply. How can this company supposedly have such a good reputation
when their service is so terrible?
David40
Click to expand...

I've never sent them an email, but I have called their USA support number,
in fact last week; after a 5 or 7 minute wait, I was connected with someone
who diagnosed my installation problem in 45 seconds, and who stayed on the
line while I changed the connection on a case pinout, then booted up. He
solved the problem and gave me 15 minutes of his time and attention. Plus,
he clearly knew his mobos.

Can't comment on anyone else's experiences.

ken

p.s. unfortunately, it is fairly rare to get a cogent response to emails, no
matter which company you send them to.
 
I've just gone through a hassle with a new power supply that I at first
mistakenly blamed on the new P4B533X. I contacted Asus tech support through
their on-line problem report area and received an answer the next day.

The downside is that I went through the steps they suggested, replied with
the results of those steps, and never heard from them again even though the
problem wasn't fixed. I then generated a new problem report, copying the
info from the first one and said I was creating the new one due to a lack of
response to the first.

THAT got a reply a couple of days later and in that reply and it's
suggestions was a one-line reference to the problem that I had actually
already found. The output on the +3.3V line of the new (but defective) power
supply was running at 3.04V, not enough to power the 3D video card when it
tried to run 3D (and power consuming) apps.

I had called their USA tech-support phone number and was told they were very
busy and would call back "sometime within the next 24 hours". Since I work
to earn a living and can't sit by the phone for 24 hours waiting for them to
call I asked for an e-mail response, which I never got.

Having said the above, I earned my living repairing computers and software
for over 20 years and have consistently found Asus to have the best overall
product quality and service.

Geoff
 
If you bought a Sony digital camera at your local shop and had a problem,
would you email Sony and expect them to solve whatever your problem was?

If you bought a <insert maker> <insert product type> at <insert vendor> and
had a problem, would you email <insert maker> and expect them to solve
whatever your problem was?

- Tim
 
If you bought a Sony digital camera at your local shop and had a problem,
would you email Sony and expect them to solve whatever your problem was?

If you bought a <insert maker> <insert product type> at <insert vendor> and
had a problem, would you email <insert maker> and expect them to solve
whatever your problem was?

- Tim
Click to expand...

FWIW, from the box of the sony DVD burner I just bought.

" FOR US CUSTOMER

If your product is not working properly

DO NOT RETURN TO THE STORE

For Service and Technical Assistance
on this product

Visit Our Web Site

http://sony.storagesupport.com

Call Toll Free 1-800-588-3847
(Service Available Mon-Sat 8-8 CT) "

So ya, sometimes you do go right to the manufacturer.
Depends on how they have their service set up.

Bill
 
Fair comment. *NO ONE* can get those frigging Sony things open and back
together except them... I had a duff CD Walkman once... had to get it fixed
in Sydney (I live in New Zealand).

- Tim
 
Tim said:
Fair comment. *NO ONE* can get those frigging Sony things open and
back together except them... I had a duff CD Walkman once... had to
get it fixed in Sydney (I live in New Zealand).
Click to expand...

A DVD burner? Should be very much like a CD Burner right? Surely fairly
simple... a big PCB with a small PCB that includes the laser. :-) Not a
great deal of point in opening them up. I've opened quite a few CD
drives/Burners and a DVD player (the ones you plug into your tele) and
they're all pretty much the same... big PCB with the PSU and the motor
drives, then theres the motors/runners for focus and getting you to the
correct track (seek) and a PCB attached to that which contains the laser.

My Sony monitor was dealt with by a Sony repair place, they organised the
pick up & drop off. It seems that Sony prefer to deal with their own
repairs directly.

Ben
 
If Sony made the unreliable crap and garbage that passes as MOBOS and computer
harware that is so technically sophisticated that nobody at the retailer can
offer you any advice about how to fix it, YES... I WOULD WRITE SONY. Most
retailers are equipped to simply make exchanges when a product does not work,
but in the case of MOBOS and much computer hardware it is not necessarily a
failure but updated drivers or firmware or something else that is the problem,
it is not technically a failed part or broken product. Retailers are not gong
to refund your money becasue the manufacturer has problems that require updates
that may not yet have been written. Your analog comparing a MOBO with problems
to other electronics like video cameras is a very poor one. Give the guy a
break, the fact is ASUS has terrible customer support, they do not respond to
inquires and their webiste is always screwed up with bad links and server
problems.

There are just too many problems between hardware compatibility, sloppy drives
and sloppy programs to expect the PC to be reliable. The reason Apple is so
much better in so many ways is becasue the combination and quantity of hardware
that can complicate a computer is so limited. It is both the strength of the PC
and the weakness of the PC that we have such a large choice of MOBOS, sound
cards, video cards, add ons and stuff to chose from. The more variable the
enviornment the more the problems.

The fact is though, that regardless of what MOBO you pick from any
manufacturer, you are pretty much on your own. I doubt that any other MOBO
producer is much better. They are primarily interested in sales to OEMs and
retailers are their customers as well, you are expected to seek aid from the
retalier who more often than not can't help you. Certainly no retailer is going
to rewrite your BIOS for you when a basic incompatibility in your particular
system is dscovered. You just have to hope that any problems you have are
discovered by enough other owners that feedback reaches ASUS and that
engineering fixes and BIOS upgrades are produced to deal with it. If you have
some issues that need addressing but not enough people are experiencing them
within the lifetime of the MOBO you are screwed becasue a year or so after your
MOBO is introduced they are on to another 10 different ones and no further work
wil be done. Do not expect to see a BIOS rewrite 2 years later after your board
is introduced. Personally, I have had my fill of the PC and Microsoft. Bill Joy
of Sun Microsystems is correct, Microsoft and the PC is seriously handicapped
by its ties to the past. To make the PC reliable they must abandon the GOD of
compatibility and stop bolting more crap on top of crap. They can''t event give
you an adequate error distionary. LIke Joy said, and he is nobody's fool, Apple
is just better in this area. All of Microsoft's crap is written on ancient C
and it is just not up to the job of hole free and secure programs. I will not
build anymore PC's My next machine is an Apple.

Good luck to you with ASUS. Your best bet is to look for answers on the
Internet and hope someone else has found a solution to your problem.

--Nat
 
AxeClinton said:
All of Microsoft's crap is written on ancient C and it is just
not up to the job of hole free and secure programs.
Click to expand...

Even if that were true (I suspect a lot of it is C++) your statement is
incorrect. C can do pretty much whatever you want it to, it's probably the
lowest level cross-platform language out there and is almost certainly the
most widely used language in existance.

Using an OO approach to coding can help (C++ syntax helps with this) the
programmer to write good programs. Software written in C that has security
holes and bugs is not a failing of C, but of the programmer.

Ben
 
Your right, and it's a crying shame, a technology company that will not, or
can not, use email! What's up with that!?!
I agree, it's hard to get an email reply no matter who it is, or what the
subject (except maybe an order to purchase something) tell you what, it may
be because then there is a written record of your exchange, ever think of
that? If you were told to do something wrong, or just plain lied to, you
would have a written record of the bad info. Now the phone, on the other
hand, can be denied. Have you ever called a place back, to tell them a
suggestion didn't work, or worse yet, it destroyed something, and ask to
speak to "Joe" and told that "there is no Joe working here" ??? Well I have,
it is a very convenient way for them to protect their company.

As an IT person at a large construction company, we used email exclusively
FOR that reason......
Example: Q: "Did that bid get submitted" A: "what bid, you never said
anything about that to ME about submitting a bid on that" Reply: "Well here
is a copy of the email I sent you about it, and I know it was read"
BUSTED!

food for thought......
or $hit on a $hingle, your call......
Bitsbucket
 
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