finally, able to see a shed of light at the end of the tunnel....

so now i realized, and i should perhaps make it known to all Asus users, placing call to their customer service hotline is utter waste of time and completely useless...after so many calls, i finally get it...the ppl answering your calls are machine like...they are given a script...everytime u call they will tell u the same thing...its like talking to a bloody answering machine...

as per my earlier update, every time i called they say they will escalate my case and get back to me within 24hours...after 4x24hours promise, i called again and the same lady who promised me status update in 24/48hrs now telling me to wait another 24hours...and i just lost it....i demanded to speak to their supervisor and was told she's in a meeting and promised to call me back within 2 hours...

about an hour later, 1 guy called, and he's from Asus Service Center, which is different from the customer service center...he confirm he's taking over my case...this is very nice spoken guy, at least knows what he's talking about...he collects info from me and has confirmed they will replace me with a new unit...he will check with supplier for stock and once got news will update me...

(the 'supervisor' never called me)

that was a Friday...on Tuesday, he called up (after i gave him a reminder call) and told me they will get the new unit from their supplier on coming Thursday...once paper works is done, i should be able to pick up my replacement unit by Friday/Saturday in Lowyat.

for the first time ever, i have confidence this whole ordeal will end in a few days time...after 2 months and countless calls and screwing...and then some

it was not a pleasant experience at all...but this guy from Asus has been more helpful in the past couple of days than those guys in customer service ever been in 2 months!

so in conclusion...

Asus products rocks...great specs...reputable...

service centre? can be helpful if they want to...

customer service? i'm sorry...i simply couldn't find the right word to describe them....to say they are pathetic/useless/waste of time would actually be an understatement....

i would actually believe a company, a brand like Asus would actually have KPI targets to meet...

attend to a problem within XX time

troubleshoot within XX time

reply with status within XX time

solve problem within XX time

return product to customer within XX time

in this sense, Asus have a lot more to learn...

will i recommend Asus to my friends? nope!

will i buy another Asus product? hell no!

---

Added on September 12, 2012, 1:26 pmfinally...after 2months+...finally got the replacement....its brand new, sealed.



This post has been edited by daryl.k: Sep 12 2012, 01:26 PM

Going to buy Asus U32U.

Finger Cross.

Asus Customer just continue enjoy the Asus servics.

One thing I have learned with Asus is you need some kind of leverage if you do want service from them.

Normally, we don't even bother with the service center guys. The best place to hit them with would be the marketing guys. Most of the time, a well placed call to the marketing guys can do wonders.

Works if your reseller really pro customers though.

found this thread when i would like to purchase K46cm....
after saw this thread...make me worry.........wanna to get it or not..........

Depends on luck dude. Not everyone get the bad apple.

if you only one computer and computer important for you, better buy better warranty servics such hp , dell 1-3 day on site servics. asus warranty is really bad. you can't test you luck, you only can choice the good warranty servics.

This post has been edited by wacomuse: Oct 1 2012, 07:40 PM

Asus always face overheat problem? my friend's laptop the ati grapihc fan spoiled.. @@

Depends, but mostly no. Your friend too much gaming.

This post has been edited by Darrylx3: Oct 2 2012, 05:21 PM

I went there last friday... was reading tis thread b4 goin...
there r 2 diff customers feel like fxck up at the same time...
1 is like they ask him to collect while the laptop actually not yet been fixed...
another 1 satisfied when they agree to replace a new 1 n loan a temp laptop for him...

i must say tat u r so 'lucky' to get a replacement after 2 months plus.. my case wait till 10 months + only get refund.. but at least i got the money back although i spent lots of money to call and screw, petrol to visit, time wasted.. etc etc.. so i totally agree with u, i will not recommend Asus to other unless my fren who can accept the service offered by Asus..

This post has been edited by Hico: Oct 2 2012, 06:50 PM

yeah. always play game LOL

my bad experience with asus...
- i sent my asus eepc to be fixed on 28/8/2012. past the warranty period so i have to pay. i agree.
- later they contact me saying part have to be ordered, it will take max 3 weeks to fix. they say make payment when collect pc.
- 3 weeks passed and i dont hear from them.
- when i called on 20/9, i was informed that they didnt know the status said they would call back within 48 hours.
- 48 hours passed and not a sound
- i called 24/9 and they say i havent paid so they not yet even start to fix it!!!!!
- i told them i got email proof that they said to pay upon collection. they got no idea about this. customer service sound very sarcastic when talking to me.
- i go online and complain at main website
- 25/9 i get contacted by email to sort it out.
- 26/9 they say rushing the job for me. will get it by thursday 27/9
- later they contact me to say can only collect 28/9 fri afternoon
- i call back to tell them they promise to fix by thursday. they now say not yet start to fix coz i havent paid!!!
- i so pissed of i give up. later they call to say mix up, item ready for collection friday.
- i email asking if got any discount for their mistake. no answer
- when i go to collect. i ask if any discount for the error they made. answer no. i collect, pay and go home.

they dont realise the amount of inconvenience, time wasted, etc caused by their mistake. at least give discount or free service maybe i feel better. but no such luck. asus now bottom of my list for future purchases.

I am glad that i purchase lenova over asus N56
after reading these post today

I did post before that my friend purchased Asus Gaming Series that his GPU burnt within 2-3 weeks right?

He eventually did get a 1-1 replacement with a brand new unit of the same model.


The replacement unit currently had exactly the same problem with his previous laptop, which is GPU burnt within 2-3 weeks.



Nice.

hmmm,,,asus product are best.But the warranty service are bad...asus need update their service system for better production later...

no point talking about it, do something about it, make some awareness not to only end-users or people who gonna purchase products only, but also to the MAIN HQ @ taiwan, if u keep complaining with this unethical/rude/uncivilized people, and u already send ur products to them, imagine what they can do with your product that u sent to warranty? it's all in their care, seems most likely because most of u people actually keep getting shits from them after they "fix" ur product. if u wanna complain, complain @ the ASUS @ taiwan OR if u really want to take this up to http://www.kpdnkk.gov.my/web/guest/pengguna/hak-pengguna also can.

This post has been edited by z3r0h: Oct 5 2012, 04:55 AM

kpdnkk cannot handle overseas case.i already ask before...our law cannot take respon on case that send item to out of country or buy it from there.if ts want complain on asus malaysian maybe can...but for wat???.kpdn ask back,did u get back ur warranty claim...if stolen maybe they can help...

how is the product they handle actually send to oversea? from wat i read according to this people who actually send for warranty service is their 'spare parts' that require to fix has not arrive from taiwan, which i think that's a lie to cover-up another lie, which they created at the first place. another word is lazy, or maybe they are having financial crisis as they're bank account don't even have RM4k. which i find is totally ridiculous and a joke for such a MAJOR company that distributes products for ASUS in malaysia doesn't have RM4k. another LIE.. they probably just RAGE OR LAZY b4 u guys actually rage and demand watever sh*t that they can provide.

i would think that for any customer service based operation in Malaysia is crap.notjust Asus .whatever 'service' is , Malaysia don't know it.