![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-342263-100x100.png\")
In my tech support job something being a \"known issue\" has been a life saver. Granted, I'm not selling a product, but rather helping people, but it's a life saver when something (like our cable television infrastructure being down) is known - because it means it's being addressed. My customers like that too.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-27305-100x100.png\")
so glad I own a mac.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-98237-100x100.png\")
MSI for the Win(d)!
![\"user-pic\"](\"/css/images/default.gif\")
Sounds like your working conditions there are the same as we have here where I am, and where a lot of other companies outsource their customer/tech support. I'm glad I got out of there to write porn... uh, I mean web content.
And Ben... Ben... I'm sorry, dude, but I can't help it. \"Soul-crashing\" is such a cute typo. Makes me think of the poor help desk being on one of those movie airplanes. Apt, really.
It's \"soul-crushing,\" but I don't really care if you \"fix\" it.
Hearing this kind of stuff is depressing. I have had nothing but problems with my ASUS products, and this only helps to reinforce the decision I made a while ago to stay the frack away from any product with that name ASUS on it.
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-11194-100x100.png\")
(from photo)Tip #3: Be a hot blonde.
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-363287-100x100.png\")
@ericisshort: In a previous life they were my favorite board maker for reliability and support. That's been a while.
Amazing.
\"Yep, let's institute a new P&L model based on cocaine-derived numbers and see what happens! Don't worry, we don't need to learn from history because we're the first guys smart enough to think of this. It'll be great!\"
Dumbasses.
At one time, Asus motherboards were the best out there. There was argument that Abit was better, but that was a Ford/Chevy type argument. We are talking the late 90's. By 2000, Asus motherboard went downhill. Support took a nose dive, too. I stopped buying Asus products at that point. From reading the article, I think I made the right decision. Its a shame, too. Their mb's were really good. Paid a premium, but it was worth it. Too bad.
Tech support and customer support are the face of the company to the public. Tech support is the first department to shrink or close when sales decline. Customer support (non-technical) can hang in there longer because the company thinks that CS can MAKE money while tech support can only burn it.
I'm so glad that I'm not doing that anymore.
ASUS has the best tech support of any company I've ever used. It's not outsourced, and there's very little holding time. And yes, it's better than Apple.
I build computers for money, and my customers and I have never had an issue with any Asus component I've used. They're pretty good quality, and they work well. Of course, I tend to go with MSI mainboards because they are cheaper, and as for video cards, I go for whoever makes the cheapest reference-style card for the model that best fits what the consumer wants (light gaming, hardcore gaming, no gaming, etc).
This is good to know. I've heard Asus was bad for laptops in terms of service but not hardware, but hearing this will give me pause before I buy one of their products. I was considering buying my autistic little sister an EEE laptop, but I was holding off until they made one with a bigger keyboard (it'd be an alternative to an Alpha-Smart). I'll probably try to get another company's copy now, as I don't want her and my mother dealing with this kind of tech support while I'm away.
@Roundonbothends: What's the difference? Does customer support deal with people who felt they were ripped off, while tech support helps people with tech issues? Why is there a differentiation?
I used to have an Asus A8Js laptop, and Asus seemed to be fairly decent about repairs the 3 times (in 9 months) that I had to send it in. First time I had to ship it from Virginia to California to have the motherboard replaced (defective ethernet jack) and I got it back within a week!
Then the next two times I had to send it in for an issue with the case/hinge cracking, and I had a very similar experience on both occasions. In spite of what the guy said about \"known issues\", the CSR helping me actually told me that there was a known defect on the casing parts the first time I called, and that they would replace them with a revised version. However, it didn't seem to fix the problem, seeing as the same thing happened a couple of months later.
After that I decided to sell the laptop and buy a MacBook. Since then I bought an Eee, though, and that seems to have better build quality than the Asus; haven't had to send it in though!
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-74864-100x100.png\")
I quickly read Asus as the thing the new Walmart logo looks like.
@TVarmy: If it's anything like a particular company I worked for, Customer Support is anything short of helping you set-up or fix stuff: Need a new manual, where's my stuff you shipped, can I have sales information, take me off your mailing list, what's the status of my ticket.
Tech support is \"Let's walk through setting this up, I can tell you if X and Y will work well together, let's try to figure out what's causing Z to happen.\"
Or as a coworker wryly put it: Customer support is the people you run to after Tech Support beats the hell out of you. ;)
@TVarmy: I JUST bought an MSI Wind from Amazon. I talked to a very helpful and knowledgeable computer desk person who actually called me back to tell me he'd talked to the buyer, and the buyer said... well it's a long story, but the buyer expects them to ship sooner than the 3 to 5 week lead time mentioned on the site. If you put in your pre-order immediately, that is. If they're not blowing sunshine up my tushie, that is.
Amazon is not in the habit of misquoting ship times to me, actually, so this time I'll believe them. It really hurts, my precious, but this time I'll believe them. :)
Also: if you're in Japan but you bought your computer in America, then you have to get the American side to authorize the Japanese side to fix your computer for you and then the Japanese side has to actually agree to do so. Also, the American side and the Japanese side don't speak the same language.
Asus support for my laptop has been nothing short of simply amazing when compared with the likes of my last laptop from Velocity Micro (CRAPAL aka Compal..) Unparalled overnight shipping both ways.. Velocity Micro kept my laptop hostage for over a month!! Turnaround at Asus has been always less than a week! An added feature is that you don't have to do 1000 benchmarks and diagnostics to prove that your unit is defective for them to have you mail it in and take a look at it.
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-1161-100x100.png\")
@speedwell: Thanks, though it's better to send typo catches directly to me via email. Keeps the conversation on-topic and I'll catch 'em faster that way.
@ironchef:
Gotta a Mac.
Great. Guess who made the farking mother board?
Don't worry, if Asus didn't make your mother board, they will make your next mother board.
I to remember when ASUS used to be the brand to get. It is depressing to see something like this related to that company -- but it is even more depressing when you consider that this sort of problem extends to all sorts of companies across countless fields... what was said above about the tech support department being disliked by corporations because they are a money drain (in their eyes) is sadly so true...
@Corporate-Shill: That would generally be Intel and Apple.
I gave up on buying Asus stuff for my computer business years ago. Video cards that would have fits, motherboards with driver issues, and an ASI reseller rep who only went for cheap, he didn't know what worked and what didn't, just the cheapest route.
One of the best PC's I ever had was one I spent the most on, it lasted seven years of hardcore gaming with no major upgrades. I'm not saying sell your car and buy an Alienware budget buster, but going low dollar will make you buy junk twice instead of quality one time.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-305871-100x100.png\")
An inordinate number of computers whose boards were DOA and I had to replace just happened to be by ASUS. While they may have had a good rep once, like many other computer manufacturers, they seem to have lost something over the years in quality and durability. I decided some years ago to learn as much as I could about repairing & replacing computer components because tech support is overall a crapshoot. Once they've sold you the item most companies just want to move on and sell more.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-411202-100x100.png\")
I found that ASUS is turning more and more into a low-end company. I prefer eVGA now.
To the OP, is there anything we can do to help change management's mind? Please tell us if there is!
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-255368-100x100.png\")
I bought one of those \"gPC\" Linux systems from Wal-Mart. Okay, that should have been my first mistake. But bear with me... Hard drive failed. Called the Everex folks on their support line. Got a honest-to-God US support dude. Who knew Linux. Had a pleasant chat with the guy for several minutes. Shipped them the bad drive, and was quickly rewarded with a replacement drive. Haven't had technical support that good since before HP bought Compaq.
I'll be buying more from those Everex guys (until they break their CSR department).
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-13958-100x100.png\")
Here's the thing, if the place gets 100% turnover, workers should know it and blow off threats to get fired. Then again, it's hard to do that when emotion comes into play.
@Nick_Bentley: Years ago I was building a new PC and I purchased an ASUS motherboard. It was bad. I returned it for a replacement and it was bad. I actually had to make two more exchanges, even branching into different shipments/boards, before I got one that worked well. I was absolutely amazed in light of positive experiences friends had experienced with the brand in previous years. Though surely an extreme case, I never purchased an ASUS product again.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-190860-100x100.png\")
I have a $500 ASUS video card that doesn't work that well- I figure just grin and bear it because I know dealing with tech support will make me want to take the toaster in the bath.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-251656-100x100.png\")
@Corporate-Shill: well heres the deal with that, if it breaks... you dont deal with Asus to get it fixed, you deal with Apple. Susiquently Apple deals with Asus when they get the defective board in their hands. Generaly, you will just get a new board or refurbished board that doesnt look like Timmy kicked it down the street before giving it to the apple tech to install it in your mac.
Same with my HP's and Dell's as well.
There is so much sub-contracted out to the lowest bidder that we must always remind ourselves of the crap that is actually inside what we buy.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-16563-100x100.png\")
True, but remember: you saved $200 off than what you'd spend for a computer that, y'know, works. Win!!
@ironchef
Oh and just how do you belive the Apple hotline works btw? ;)
I worked for them earlier educating their CSC agets for an unnamed country.
For example the US tech support is outsorced to a country where they get a cheap workforce, not aiming at a well educated one.
Also, same targets apply for the rules of how many calls an agent is expected to take.
Same bonus systems apply as the support is outsorced, then the company taking on the support will be payed x$ per call made and also per incoming call.
Having a first call resolution doesn't make any difference on what the companies get, so in the end they strive to make as much money possible.
Therefore they often hire very few and very unexperienced people to do the job and often only a few of these agents really stand out as good CS agents.
Seen alot of things in diffrent tech supports that might get you shocked, however in the end they are all the same.
For example, denieing the existance of an issue untill a solution is found....
Seen this happen loads of times.
Agents can get several calls a day with the instruction of \"acting suprised\" when a known case without resolution is noted.
Yes, we all remember back in the scratched Ipod screen days right? =)
So niether is Apple support worse or better than anyone else in the lot.... They are just all the same.
The day I see a \"Perfect Happy Family Support\", I'll probably die of a heartattack cause of the shock! ;)
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-155589-100x100.png\")
Wow, I was afraid there for a second but then I realized they're talking about the PC hardware. Hehehehh!
I'm really surprised by this article and most of the comments, actually. My boyfriend and I have both had Asus laptops for a few years, and between the two of us, we've had to send them in for repairs four times. The customer service experience has been nothing but fantastic across the board.
They provide overnight shipping (can't remember if it's FedEx or UPS, but that barely matters) both ways, and we've always gotten our computers back within three days. One time, I send my laptop in on a Monday and got it back the very next day.
I mean, maybe we've just been really lucky in our experieences, but I still get warm fuzzies when I think about the nice people who fix my internet lifeline. Would Asus again.
Wow. This is not a good support model. I just paid over $300 for a Striker II NSE that is having problems and there is no refund offered by the vendor or Asus!? This is not good. I think I will have to abadon my long time loyalty to the Asus brand and startlooking at the other manufacturers. Many are just as good. My new requirement is going to have to be \"refund\".
This sort of thing is why I got out of call center tech support - usually the management has some ridiculous numbers they use to gauge if you're a good employee, and it has nothing to do with customer service. It's all numbers - end the call this quick, take this many calls. They might listen to a few a month just to make sure nobody's getting rude (and that they're sticking to the stupid script)but really it's all about numbers. It completely ruins the customers' chances of getting quality help. Then management complains about how much money they're wasting - try getting rid of the \"staffing\" teams that just sit around monitoring numbers all day, that'd save you some cash.
That picture is so photoshopped it makes me giggle.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-22998-100x100.png\")
I have already had enough of ASUS. I have had 9 motherboards from ASUS in the past and all of them were excellent, but my most recent experience with ASUS has caused me to dump them for good.
My recent motherboard is the ASUS Striker II Extreme 790i Ultra Motherboard. I had to do 1 RMA to NewEgg, 1 RMA to ASUS, the 3rd board still had all the same issues. I got frustrated and decided to eat the loss of the price of the ASUS motherboard (US $450) and buy the EVGA 790i Ultra motherboard. All my problems magically went away with the EVGA.
ASUS is really slipping on the product quality as of late and they have lost me as a customer due to the poor quality of the hardware and their non-existent support.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-95687-100x100.png\")
What makes Asus' support suck even more is the premium price they charge for their mainboards. Sure the board was probably two prices too high, but all you're doing is lining their pockets and not getting anything extra for your trouble.
Problem is, all the mainboard makers are this apathetic about customer service. Haven't seen one that is worth a darn. However, I haven't tried the nvidia designed mainboards from eVGA or BFG.
EVGA support seems like it is run by competent people. They will at least give you the \"ole' college try\" and attempt to listen and understand the issue.
ASUS can't even read out of a \"canned response\" database accurately. Trust me... some of the responses I got from ASUS were not even about the same motherboard model I submitted my original question about.
I need to stop replying here... I'm actually getting mad about how cheated I feel from ASUS again.
I came up in my career through tech support and I know how to deliver good support. ASUS is failing in every support category. Even ASUS own support forums are supported by customers. ASUS techs don't get involved. How lame is that?
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-74899-100x100.png\")
Yesterday I bought an extra high res. 19\" asus monitor. I tried it out today and couldn't get a signal to it over dvi. I tried for 3 hours with different computers cables, video card settings, etc. before going back to the store. Thankfully I bought the extended warranty. They couldn't get the monitor to work either so they gave me another monitor. I asked them to try it first and it didn't work either! Now I have to wait to see if the store can find a working one for me. Boo ASUS.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-54890-100x100.png\")
Wow.. this is sad. I'm currently looking for a new laptop and I've been looking at the Asus G2 series. However after reading this and the comments I think I need to rethink that.
Also I would like to know exactly how the minds of management work when they instate call \"quotas\", \"bonuses\", and \"timers\". Actually resolving issues and satisfying customers would seem more important. But then all they see are numbers.
But here's some numbers for them. 1 article on the consumerist, 10 secrets of a tech, several disgruntled former customers in the comments, and my $2000 they will never see.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-441138-100x100.png\")
Not that I have any proof that other companies are better, but there's no way I'm going to buy an Eee now. The MSI Wind has better specs for the money anyway.
I remember when Asus used to be a small component manufacturer. They were a great company, and not bad at all to deal with - a lot of people in the PC enthusiast community used them.
I bought my A8N32-SLI Deluxe motherboard in '05. Over the years, I've had to flash the bios to get the RAID on the nVidia chipset to work, but for the most part have really liked the product. Until XP SP-3. I did a lot of research. There is a problem and everyone who is affected knows it. I sent this to ASUS on their tech support email form: [Problem Description]After installing XP SP3 I get a BSOD for a non ACPIP compliant BIOS. From the forums I can see that there is no fix only work arounds. I do not have any USB devices I can plug in to make this go away. What can I do? This is the choice response I got:
WTM20080723055597034
Re: Motherboard A8N32-SLI Deluxe [ID=RWTM20080723055597034-260]
2008-07-23 01:35:11
Hello,
We recommend rolling back to SP2. Otherwise you will need to contact Microsoft at 1-800-Microsoft.
Best Regards,
Rob
Level 3/Lead Tech Support Engineer
ASUS Technology
Phone: (812)-282-ASUS
RMA: 510-739-3777 opt. 2
http://www.asus.com
http://support.asus.com
http://livesupport.asus.com
You blew it, ASUS. Never again.
I sent a Notebook back to ASUS over a month ago. I have called customer service and talked to a manager (Alan Ray). I can't get any answers to as why my notebook is still in repairs after a month. The manager tell me that he will email them again, even though its been done 5 times before with NO reply from the repairs dept. This is the second laptop from them, the first one crapped out only 3 days after i got it and the second one decided to crap out a fabulous 5 days after the store return policy!
I need help as to what to do. I'm not that great at finding material on the internet so far about ASUS. So how do i go about sending a Email bomb to ASUS Corporate Directors like Jonney Shih and Jerry Shen?
Please help!
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-68590-100x100.png\")
After reading this, I have regained faith in extended store warranties.
Nevermind. I take that back.