ASUS Computer International

I purchased two ASUS Transformer Book Flip TP300L laptops a few weeks before Christmas, one for my son and one for my daughter. Around a week and a half before Christmas I removed the brand new laptops from their boxes and proceeded to connect the laptops to our wireless Internet, install an antivirus program, and run any updates the laptops might need. What I found was one of the laptops worked just fine and the other laptop sounded like the fan was constantly running. What I found in addition to the fan noise was an incomplete build after checking device manager and seeing so many devices not recognized. After calling ASUS tech support and restoring the operating system it was determined that the best thing to do was to send it in for service. So no laptops for my kids at Christmas, which we planned for due to shipping being hit or miss during the Christmas season, and received the repaired laptop today, Monday December 28 2015. I removed the laptop from the bubble wrap and placed it on my desk. I was very irritated at how the laptop looked. I saw tape residue on the top of the laptop and then I opened the laptop only to see more tape residue, and an actual piece of tape, stuck to the screen. I then noticed that the screw covers were warped and also noticed a dime-​sized discoloration on the back-​right of the keyboard that looks like a heat mark. So I cleaned up the laptop and screen and noticed that there are scratch marks on the hinges that hold the screen onto the laptop. This is supposed to be a new laptop. I double-​checked the serial number with the one on the box just to make sure it was the same laptop, and it is. I then boot the laptop and went into device manager to see if there are any devices that are not recognized. For the most part things are good except for the touchpad, which is set to Microsoft PS/​2 Mouse, and that driver might be the reason that the touch pad is erratic. The laptop is also extremely slow in installing and uninstalling software… on an i5 processor with 6GB of RAM. After checking Event Viewer I noticed an entry pointing to system firmware not being updated enough for the processor speed to be realized. I removed two separate, identical pieces of software from both laptops at the same time and the one that WAS NOT sent in for repair accomplished this at a much faster rate. At this point I regret buying an ASUS. Right now, I am 4+ hours waiting for this laptop to install updates. This is the second time I watched this laptop install this amount of updates. An hour and a half ago it was 111 updates, now it is 110. BTW I have Verizon Fios 50MB Internet connectivity, so it’s not the connection speed. Since I am a glutton for punishment I called ASUS tech support and asked if they could assist me in updating my laptop firmware. I figured it’s the least they could do since the «repaired» laptop came back without the latest firmware. After a few minutes the tech support rep stated that he couldn’t assist me, that I would need to visit their site and do it on my own. I will not buy another ASUS product if for any other reason than for their laughable tech support. I then called tech support back and asked that they assist me in updating the firmware, and gave them the Event Viewer details, and the next thing I know is I’m on the phone with a representative from Microsoft support. So I ask her for help and inform her of the background of my issue. She tells me that I need to see a local tech support person face to face. OMG I’m about to lose it at this point. So I call ASUS support back and I hear the phone pick up, then I hear people talking in the background, and then I am forwarded to a survey. After filling out the survey I call back again, and I get another survey. I call back again on my cell phone because at this point my home wireless phone battery is dead. I can’t remember the exact time but I do remember telling the technician that I’m going on 6+ hours with this laptop. The technician informed me that resetting the laptop will hopefully resolve the issues, and that I would lose everything with the reset. I’m fine with it, but I tell him that before I sent the laptop back for repair the first technician had me do the reset and it did nothing to resolve the issue. So here I am, 6+ hours into it already and I know the system restore is going to take hours. I stay up for it… its past 2:30AM and I can’t take it anymore. I get a few hours of sleep and wake up around 7AM and check on the reset. It looks like it finished but I am still seeing the same Event Viewer entries and experience the same system sluggishness. Can’t install MS Office from DVD or from the local drive. If you buy an ASUS, do so from Amazon or Costco so you can get it replaced WHEN the POS fails on you.

DO NOT BUY A COMPUTER FROM THIS MANUFACTURER!
I have been dealing with this for more time than I have had the computer! The product and the company are inferior!
I need a reliable computer and have invested too much time and money into this computer. This computer has been sent back to you twice. Your Policy is to react the second time! This computer has been broken since SEPTEMBER 20^th! My son is 10 hours away in college and needs a reliable computer.
I refuse this one back. I have spent $ 100 on a ac power cord. Two shipping boxes from Federal Express to ship to you. $ 1,299 for replacement computer from Costco. USP to ship to him.
My expenses:
Fed ex $ 50
UPS. $ 75
Power Cord $ 100
Costco replacement computer $ 1,299 (twice)
No one ever calls back! No one cares about the time and stress that their defective computer has cost our family. There really isn’t any management or effective customer services representative. There are people who can be nice on the phone, but no one ever calls back to understand the depth and problems with the computer

Apparently broken website and astonishingly bad customer support.
Shopping for a new wireless router, was trying to compare three models using the website’s «add to compare list» feature. Unfortunately, there doesn’t appear to be a «compare» button so you can’t actually compare the items you’re considering buying.
So, I tried calling support for help with their website. First time, I got someone who punted me over to Tech Support. Even though I explained that it is their website that I needed help with, she insisted. After sitting on hold for a while, the connection just went dead.
Next, I called Tech Support directly. To their credit, someone answered pretty quickly. However, as soon as I got out the words «need help with your website,» the guy hung up on me without saying a word!
Needless to say, I am done with Asus, and Netgear routers will now get a close look.

I have an Asus desktop which needed memory, unfortunately there is a very limited selection that will work. I got on there website which stated there is a BIOS upgrade which fixes that issue.
I flashed to the newest BIOS (flash was successfull), however the machine became unstable and eventually stopped seeing the hard drives which are confirmed good. By the way that’s with the memory that was working all along. The system wouldn’t even POST with the new memory, so the claim that the BIOS would improve comparability was a lie.
When I contacted the they escalated to Asus HQ and confirmed there was an issue and they would EMAIL me a link to a «working» BIOS not on their site.
They never Dr I’d, and when I called back they said HQ would call me. Again, they never did. Now when I call (20 minutes of phone menus) I hear laughing in the background, and they dump me off after a minute,
U third again today and there office is closed.
Do yourself a favor, if you’re ever tempted to by one of there abortions. DON’T DO IT! .RUN like he’ll and get yourself a Toshiba, or an MS SurfaceMs. ANYTHING .but Asus!!!

I was on phone for 2 hours with Asus Customer Support before I was told to send in my laptop. Explained that I had an extended warranty with Square Trade – was told that was no problem they would honor that warranty and to send in paperwork along with computer which I did. They sent me a prepaid label to send in. 1 week later I get an invoice for $ 330 to fix the hard drive. I called to see why I was being charged – from there the fun began. I swear I was speaking to friendly robots reading from a script. «your computer is out of warranty» Now, they won’t ship back over night even though it was their employee who caused this whole problem. I was told on Monday I should have it back by Friday, but no one can give me a tracking number. All the while I continue to get e-​mails which tells me that if I don’t pay the invoice they will have to send my computer back.
Then I have to still get it fixed through the Extended warranty company.
There are no supervisors to speak to, no corporate office in the US that I can get a hold of. Round and round in circles we go.

Do I need to give any stars? So far, we are now sending a new Asus PC from the East coast back to CA for the 3^rd time due to video card issues. BF is a freelancer and is losing out on the kind of pc he needs to do work. (Honestly, I’m not sure why he picked this brand in the first place…) We paid the shipping the first time around. Asus has paid for the last and the current shipping, overnight. This doesn’t make sense financially for Asus or anyone, really. Why not have an East coast repair shop contract? And how about the inept technicians? The only bright side was the customer service reps were pleasant to work with. Never buying Asus again. Next step, BBB if they can’t get it right this time.

I had an Asus tablet that was bought for me for 10 months, after 10 months the device malfunctioned so I called customer support and they told me to send them the device. 3 weeks later they sent me a device (different one), same day I tried to charge it and noticed it wouldn’t charge, called them back and they told me to send the device back, this time they gave me a Fedex barcode so that I don’t pay for shipping. the barcode they gave me was for shipping to their offices in Milpitas, California. two weeks later I cal to check on my device and they tell me they can’t find it, then they tell me they found it and it was shipped to the wrong place and that it was supposed to be shipped to their RMA lab in Grapevine Texas. mind you they sent me the fedex barcode for that location. Now it’s been 3 weeks after they sent the device to the RMA lab, I called to check on my device again and they said they had a problem with the serial number so the device was not fixed yet. I sent my device on 9÷3÷2015 its 11÷3÷2015 now and the device is still not fixed.

While their products MAY be good, their customer service is the worst I’ve ever dealt with in 40+years in the industry. If you have to contact them for assistance, good luck. And if you ever try to get a rebate after buying one of their products you’ll think the 9 gates of hell is a walk in the park compared to them. There are too many other good, CUSTOMER ORIENTED, companies and products out there to be wasting my time with blockheads like this!

matt bad reviews? know why they make crap. bought a laptop for the kid hasn’t worked a full 3 months sense i got it. sent it back twice now the third time no phone call no follow up all i see is a frigging bill that was emailed to me for 210.00. bull crap ! this company sucks this Unilocal need to be measured in piles of dog crap not stars one isn’t even good for these morons. i just left a message for steven chang 510 608 4500 ext 64 530 call these ass wipes up at thier head quaters and give them a piece of your mind tell them joe from ny sent you steve will know who i am. if i don’t get my laptop back fixed or not i am going to cause as much crap for this company that i can. their customer service sucks can’t talk to someone who speaks english i will never buy another piece of shit by this company ever. lesson learned the hard way stay away. you get what you pay for.

I purchased Asus padfone x
PLEASE BE AWARE OF THIS COMPANY PRODUCTS ASUS
BEFORE BUYING BAD CUSTOMER REPAIR AND SUPPORT /​
There was problem with the Asus padfone screen when you put the phone in it. I contact the Asus support team to have it repair and they send me a label via email and when to fedex to have device shipped to repair facility. I got the device back but it is still not working.
So I call the Asus support team again and they sent me another label and I took it to fedex to be shipped again. A few day later I called the support team to find out when my Asus padfone will be fix the support team told me they sent my device to the wrong facility. I was shock they would do something like this. The support team have lie to me repeatedly and sent me device to the wrong facility for repair. !!!Shame on them. Warning to everyone not to purchase this products.
I WILL NEVER PURCHASE ANY ASUS PRODUCT AGAIN EVER
BAD CUSTOMER SUPPORT ASUS (510) 739‑3777
THE SUPPORT TEAM SUPERVISOR LIE RIGHT THRU THE PHONE
ASUS SUPPORT TEAM SENT MY DEVICE TO WRONG REPAIR FACILITY
!!!SHAME ON THIS COMPANY ASUS INTERNATIONAL USA /​WORLDWIDE

I can tell you why ASUS is getting bad reviews…
inept, in experienced, incompetent, uncaring drones reading from a script in a call center in some backward country doing online customer assistance and support.
I have three Asus products but after this latest one which was broken out of the box, well thats it…
they suck
I always wondered whether some Drone at Asus reads these comments, well if they do, well you suck…

I use to love their motherboards and it seems like what it should be what they stick too. They had a bad generation and decided to expand to other products. I tried their router and its just been terrible. I tried customer support since first Ethernet connection stopped working then 5g wifi, then 2.4g wifi. Support kept telling me to download new Ethernet drivers for the computer. Told me to directly connect my computer to modem, showed no problem they never blamed it on their router just kept saying it must be the computer. Tried to renew and release and it failed no DHCP connection. The result hard reset the modem and it looks like it works the problem is router has too small memory and causes DHCP server to stop running. The help was not useful and the router is disappointing.

I have no idea why this company is getting such low ratings on here. This company makes THE best laptops/​computers/​components — hands down. I’ve owned 3 Asus laptops, and my family all owns Asus laptops. To reason I’ve gotten new ones is because I just wanted a stronger gaming machine after a few years went by. These things are no joke, my current laptop is 3 years old and still runs like a champ AND runs new games on maximum performance — no problem. Seriously, if you want an amazing product that will last you years, definitely go with Asus.

Asus has become Microsoft at the time when there was just Internet Explorer and no Firefox. They used to actually try to do something in the industry, now they just lazily sit atop the throne in their ivory tower while companies like EVGA are rapidly catching up to them (like when Firefox launched and tore Microsoft a new one.)
So 3 months ago my Crosshair V Formula Z motherboard started giving me issues before it just died on me and wouldn’t come back on. 3 months later I am still trying to get the same (now even more issues fixed.) Initially I emailed in and requested an advanced RMA explaining my issues (motherboard randomly powering off, but power supply is still going strong, slow usb transfer even when nothing attached, lots of feedback from the supposed HD audio ports when a device is plugged in.) The agent replies with basically «no problem» and sets up the RMA. Keep in mind I use this PC for work so I need it badly and constantly stated this during all communication.
Here’s where things get bad:
1. I had 2 service requests in for different parts on different machines. I initially was talking to 2 different people and midway through one ticket one guy takes them both and gets confused which resulting in some hilarious WTF responses and wrong RMA numbers
2. He initially kept misspelling my email address (even though its on-​file) and I had to ask him to resend things 6 – 7 times before I looked at my email in his responses and it was spelled wrong which delayed the process even further
3. The agent ONLY responds when I email him back, after about a week of nothing I send him one, he takes a day or two to get back to me then its another week wait before I have to email him again
4. 30 days out I still have no confirmation on what’s going on with the ADVANCED RMA, even though I’ve asked multiple times the status
5. After 30 days I ended up just calling in to check the status (to which they didn’t know of course) so I just shipped it to the service center myself and send off an email
6. The agent’s reply is to yell at me for shipping it out via regular RMA while there was an ADVANCED RMA in process… after 30 days of waiting on this ADVANCED RMA! He also chastised me for sending it in using the initial regular RMA number which I was not told was deleted upon creating the advanced RMA
1 week after they receive my motherboard I still do not know the status (its already 1.5 months into this) even though I’ve been calling in every couple days. Someone finally tells me that it shipped out… and they did nothing to it because… I suck (thanks for making me waste $ 15 on shipping ASUS.) I get it back, install (my schedule is hectic so it took about a week to find the time) it along with a brand new better Power Supply, CPU, RAM, added a few new fans, diamond thermal paste, etc. and within the first hour it randomly shuts off again.
I also notice that the transfer rate on the USB 2.0 ports are weird, they start off way too fast (It shows it transferred 4/​8GB file in about 10 seconds?) then start hiccuping and rapidly slowing down before just freezing my computer. I get around to testing the USB 3.0 ports when I start moving application setup files and troubleshooting tools over to my new external drive only to discover NONE of the USB 3.0 ports work on the board (I plug in a usb 3.0 card and it works though.) I re-​install the drivers, try a whole new OS, the motherboard is on the latest BIOS, still the same problems.
I call again to set up an RMA and this time to make sure its a damn ADVANCED one (this is now about 3 months in) and I’m told (after about 30 minutes in queue for the next rep) that because the motherboard is near end of service (I bought it maybe 2 years ago) they can’t do an advanced RMA. WTF??? I just had a horrible «advanced» RMA setup 2 months ago??? They seriously want me to list all the issues, note that I want a replacement as well, all of which I did the first time yet nothing happened. They wouldn’t even offer to pay for shipping at first! I had to speak to a supervisor to get that done and he was just as emotionless as the agent.
This process is slow, they actually expect you to fill out in ink and fax over forms in this day and age? I had to inform the supervisor and agent that this is the latest motherboard for these processors (something which they did not know, they just assumed it was some 6 year POS.) Now, I have to disassemble and pack up everything, which is going to take me at least a couple days. Also have to buy more thermal paste (another $ 20, thank you very much Asus) then reassemble everything once more. Assuming they actually do something and not just send it back again.
I feel sorry for the people that have to deal with them. This is the worst I’ve ever had to deal with (and this is from a guy who has to call Dell, Lenovo, HP, etc. on an almost daily basis.) Asus doesn’t even acknowledge their faults or even TRY to make the effort to please.

This review is for ASUS in general and not this particular store. I tried to get laptop repaired through warranty. All support is through email. There is no one assigned to the ticket, so each interaction has to be a new one each time you call. Took three weeks just to get to the point where I could send in the unit to get repaired. One of the reasons was that they had to re-​validate the warranty. Had to send in the invoice twice. Once that was resolved I sent in the unit. I then began getting messages that it was out of warranty and they were going to charge me $ 300 to fix it! I resent the inv oice and called. There was no one that could validate that it was good and that the unit was being repaired. I could not escalate to a higher manager and if I wanted to check on the status, I would have to create a new call. Each call took at least a half hour to have them actually look at the issue. the absolute WORST customer service experience ever. I was told that the second invoice was good and it was being processed. Then this morning I receive another email, saying that the invoiced to pay for the fix is two days old! I chose to get an ASUS vs Del this time for their customer service — Mistake!

Bought ASUS N551JK notebook last month ³⁄₁₅. Audio jack defective 2 weeks into ownership. Called Tech Support; troubleshooting was done, and repair was in order. Notebook was sent to Fremont/​Milipitas for repairs. I had a keyboard protector and a laptop sleeve for protection. Notebook was repaired and sent back to me except for the keyboard cover and sleeve. I made a complaint to ASUS’s all inclusive customer service/​tech support (same people) to report missing items. Fast forward almost a week my «case» is escalated; however, no one in corporate has bothered to call or send an email.
I figured ASUS doesn’t care because the company lacks customer care or an customer advocate.
Sidebar: when I received my computer back from repairs, I was receiving an error message for plugging in the AC adapter. I called tech support and was advised to factory reset my computer… I just ignored the tech and uninstalled the driver and reinstalled from
. Problem solved and asked to speak to a supervisor so that their employees can be properly trained. I feel that «go do factory reset» is synonymous with «hey go and f_​ck yourself.»
Customer service definitely needs improvement… Can I please have my keyboard protector and sleeve back?

Buying an ASUS tablet was the worst thing I’ve ever bought. The touchscreen and charger were so inefficient, I got frustrated and only used it a few times in over a year. I will never buy their products again. I literally threw a few hundred dollars in the trash. I wish I had returned it immediately. Junk.

90 Days and out!
Bought a two chromebooks for the students in the house
90 Days later, keyboard failure.
Online negotiation for drop off at local repair depot Bizcom.
Dropped it off on Friday morning. Told 5 days.
Started checking the following Thursday — haven’t started on it yet. Maybe next week.
They make a disposable product for their disposable customers.
I’ll not be going back.
End Note: Huge Kudos to Amazon. I bought these through Amazon and they agreed to take it back even though it was beyond the 60 day return. Hurray for Amazon.

I have no real issues with this company’s products. Besides a few DOA motherboards, about ten years back, and my current monitor failure, all of their products have lasted a reasonable amount of time. Up until this point, we were kind of an ASUS household– with several netbooks and notebooks, monitors, motherboards and a video card. No, I take issue with their bafflingly horrendous customer service.
I could bore you with a line-​by-​line of all my records of this event, but the long and short is that I had a monitor malfunction, under warranty. I was told, upon calling, that a replacement was in stock, and would be shipped out within 48 hours.
It finally arrived yesterday, about 5 months, 20+ phone calls, 40+ emails, one unanswered letter to corporate headquarters (and over 30 hours of my life spent dealing with this) later. This for a device that I spent under $ 200 on. The long string of incompetence, miscommunication, buck-​passing and brushoffs went well beyond any accidental or coincidental explanation, and is more likely a systemic effort to frustrate customers into giving up on the return process.
My better sense tells me that this would be awful business practice, and completely counterproductive, but this experience, and the underhanded way they include a warning on every correspondence, implying that it is illegal to disclose the contents to anyone else (which is total BS, by the way), either points to a deliberate methodology, or a company-​wide incompetence so gross that they should no longer be in business.
At the end of this multi-​season «48 hour» exchange, I am left with no alternative but to never use their products again, and to attempt to warn as many potential customers as possible. For the record, I have copies, screenshots and call logs covering a good deal of this experience (including the hour and a half hold times). And, again, for the record, the actual experience was much more involved and pathetic than I have accounted for– I attempted to be brief, after all.

Out of all of the computers I have ever had in my life, my ASUS computer has definitely lasted me the longest. I am a pretty prudent shopper, so when I found something I like, I’m all in.
My ASUS laptop is great at the home or on the go. I love using it at coffee shops to do work… sometimes just chat with friends!
I highly recommend ASUS products based on my experience with them.