Referring to the subject above, i would like to inform all the fellow member of LYN not to buy any ASUS laptop due to it's bad warranty service.

I have sent a laptop for warranty claim due to a faulty hard disk and overheat issue. Few days later they called me and told me it's done, that they HAVE changed the hard disk and the fan. I have repeatedly asked them if they really have changed the fan because this overheat issue is serious and they said yes, done, complete.

So i went all the way to Lowyat Plaza to collect the laptop and upon inspection, the overheat issue still remains. I ask them if they have changed the fan and they proudly told me that the fan is not faulty and "this model is like this one" (exact words from the counter guy) now, why the hell do they tell me that have changed the fan when they did not even do anything about it? even the work sheet just stated a hard disk replacement and they did nothing on the overheat issue.

and here's the best part, upon a closer inspection i felt weird that the keyboard is so loose and when i looked closely, i got a shocked that they keyboard was detached from it's place! apparently, they removed the keyboard for no reason and pass me back in the condition below! i was so furious about this requested to speak to the manager or supervisor in charge. guess what? manager in taiwan, not here. supervisor also in taiwan, not here. and the counter guy even got the nerve to asked me to leave the laptop for few days and come and collect it back once they called me. i also requested for the technician or engineer to come and fix this issue immediately and on the spot and i was told that the engineer was in other building and cannot make it. so i asked, who is in charge here? answer that was give to me "no one in charge"







best part is there is two customer at the same time making a fuss due to the screw up service on the warranty issue. that makes 3 of us at the same time, same place. one of the customer repeatedly told them NOT to format his laptop and they went ahead and format it. another one send a ee pad for warranty claim and gotten a BLUR screen in return.

to ASUS, you can check your CCTV on your service centre regarding this case on 30th April 2012 at 4.30pm onwards.

This problem arises before
http://forum.lowyat.net/index.php?showtopic=2212590&hl=

very bad

so sad to heard that =(

same problem facing by me....................i send 3week ago but after calling service centre that they keep many excuse such hardware havent arrive because important from taiwan..........

asus service center is rubbish. i sent my laptop for warranty (LCD died after only 1 month of usage, max also is about 72 hours since i dun turn it on so often), then they simply change 1 for me, which is not the original resolution, then i refuse to accept and ask them change again. and again, they give me the wrong resolution, but this time, before they pass me the laptop, they keep insist that i sign the acceptance form first, but i refuse. then after i know the resolution is wrong again, i rage. then they ask me come back again in another 3 weeks, and at last, i got the screen i wanted, but my laptop case was scratched!!!!! i always took good care of my stuff and was so pissed off by this, but i dare not leave my laptop with them anymore, so i dun bother to ask for exchanging the casing.

so total time for them to change a lcd screen for my laptop = 6 weeks

total time for DELL to change my laptop screen = 2 hours onsite change.



----

PS: before this incident, i still got plan to purchase the eepad transformer from them, 2 units actually, 1 for myself and 1 for my wife. after this, even my wife oso sked about their wonderful service and ask me to avoid asus product at all cost.

This post has been edited by TiF: May 8 2012, 01:39 PM

I'm a new Asus laptop user, after a few months, I tried installing a screen protector on my lappie but I think I screwed it up and my laptop screen got a yellow line(dead pixels) right in the middle of the LCD. So I dropped by the service center and passed my lappie to them for repair, they says it will take up to 7 working days so I waited. Around 3-4 days later I got a call from ASUS, they told me that my lappie was fixed, I went there to collect my lappie and I checked it on the spot, my LCD screen was replaced. My lappie is still in 1 piece, I'm happy with the fix and so far I have no complaints on ASUS service center.

this is what exactly happen to me and also the guy that owns the eepad. the counter guy keep asking him to sign the acceptance form and submit a new work order to check for the blur screen and the guy refuse. he said why should he accept the blur screen eepad when it was not blur at the first place when he sent it for warranty.

and there is only 1 pathetic service centre in klang valley and one have the beat the jam just to get there and in return, we were asked to come back again and again. the amount of time and petrol wasted is really unnecessary!

for those who wants to buy asus laptop please remember,if you were to send for warranty claim they do not have ready stock for most of their parts. all also have to "order". and waiting time can be days to weeks and to months!

Asus oh asus..

i forgot to mention:

during my second visit, i reach there around 4pm, and they told me my laptop is ready, but they dunno where they placed it and need to search for it. then they spent the next 3 hours to look for my laptop (i wonder how they keep track of their inventory), and it turn out my laptop is actually NOT READY and i have to wait for another 1 hour (they half-close their door by now) for them to change the screen and install drivers etc becoz they format my laptop before they change the lcd screen. I am so glad that i did not keep any important document in it yet. and what's the deal to format my laptop in order to change the lcd?

Yea, even though i am Asus Fans, but i cant deny that their after sales service in Malaysia Sux !

Most people say Acer product sucks. Now, that "sucks" label end up on Asus.

Blame the amazing after-sales service done by the local service center.

Yea! Quality nice, but after sales services,

WTF?? I just bought an asus laptop recently! Praying nothing happen ...
btw, should we report this issue to the Asus HQ and let them know the situation in Malaysia?

i think the product quality is fine, just that the after sales service, as the guy at the desk told me, the service/repair is outsource to 3rd party company and they have no control over them or sth.

Asus service in malaysia sux to the max.

I bought asus laptop few years ago in malaysia and bring it to UK(cause the laptop in UK really expensive) and sadly it spoilt after continuous gaming for 8-10hours . Luckily the package provide 1 year global warranty, I called the service centre and got my laptop pick up the next day and they fix it in 1week time and returned to me (extremely efficient service)

My friend bought exactly the same laptop like mine and his also spoilt after continuous gaming.He still at malaysia that time so he sent it back to the shop he bought his asus laptop and it took almost 3 month to get his laptop fixed .

this thread need to be posted on asus malaysia fb .. again.. for the 75442378437884356421676th times

they still this horrible? damn it, this is why g55 isnot instant buy for me.

replacing lcd need 6week???????????? then replacing hardware sure above 2month...........now already 3week liao still havent heard any news from asus

first time go -> wait 1 week, but give me wrong lcd screen
second time go -> wait 2 weeks, and still give me wrong lcd screen but insist me signing the acceptance form which i refuse
3rd time go -> wait 3 weeks, told me the screen need to get from taiwan coz no stock, this time correct screen resolution but scratch my laptop case

* during the 2nd time i went there, i met a couple, they send their laptop in to replace the speaker due to 'broken sound', they also come back multiple time but each time they oso found that the problem has not been solved. and they waited nearly 7 hours on my 2nd visit just to get a unfixed laptop from the service center. needless to say, they have to leave their laptop there for another 1 more week.


so i just gonna stop buying asus product due to their service, seriously, that's crazy.

i want to buy asus laptop but looking at this thread make me think twice..

Same... I just bought G55 and thinking to get another N56 for my gf. Then, I saw this thread and .... haih..

so far i've heard nothing good bout the warranty. hope nothing goes wrong with my g53sx and u32u. well g53sx is already wrong but luckily i managed to diagnose it as a faulty HDD... and i'm not gonna bother trying to get the HDD replaced.

Hmm. Poor thing about the warranty issue. But i still believe the product quality still better than some brands. For now, i prefer DELL

maybe you guys should lodge a customer compliant to them so they can address the problem.

sure la asus laptop after sell they provided bad service such giving many excuse............

Yea, so pray GOD your hardware is good

Took me about 5-6 days to get the HDD replaced last time.

after reading...
conclusion,acer>>asus

wtf replacing hardisk only 1week??? mine replace hardisk and processor fans need 3week havent done yet

Bro, u send to them via postage ? haha .. If u bring your laptop to their service center, u will have it done earlier. This is what i encountered before.

ya i send via postage.............they come my house collect laptop..........

If you live in KL, it is advisable that you bring your laptop to Service center

haiz what can do send already..............they just said that hardware havent arrive at kl because import from taiwan............

Yea.. try calling them every week. If for that reason, i think you have no other choices but to wait

i think asus should improve their after sales service

SAY NO TO ASUS!!!!
MY asus G53SX-1208V send rma for the 3rd time
buy at December last year
rm4k laptop, GAMING laptop... need rma for 3 times.... shame on u asus!!!

too bad for you.For what i encounter , DELL HP high warranty rate.

so moral of the story, buy DELL, it service at ourplace dude

my G53SX-1208V gaming laptop to penang service center for 3rd times already, im purchase this laptop december last year, until now 5 month only,
1st time send in due to display problems,they took about 3 week for repair my laptop (change motherboard and graphic card)
after i get back my laptop, no keyboard light, need to send back again for the second time, this show that they has properly tested all the functions of my laptop before they returning in to me..
now the 3rd time, same things happen on my laptop, display problem

asking for refund, and nobody reply me,they jz say need to wait HQ reply!

just call asus service centre and they say my problem is hardisk and processor fans faulty........... but i think problem is on graphic card because i can install windows but everytime i open sure hang around 10-15min..........if laptop keep hang is hardisk problem ?????

Could be chipset also.

i think most possible maybe graphic card problem.............. because if ply any game sure hang 99

Do they actually will give refund?

they will not improve and they will not even care about all this complain. i have written an official email to send to their HQ and also posted on their facebook. as usual facebook comments are deleted quickly and promptly (if only they have this quick and prompt service on RMA) and a computer generated email replying to my email. "thank you for your feedback, we will improve,etc,bla,bla..."

no, cause asus don't have about the customer at all. they are one of the leading brand so whatever it is, still got people will buy one.

Guys, want to arrange a press conference? If you guys have all the evidences, let's arrange a press conference to complain it!! Or else, they will just let us bark us without any action.

This post has been edited by sukerbush: May 11 2012, 01:43 AM

Yeah i had bad experience with Asus too.Next time i will go for Dell

dell service better
last time the customer service mistake report my issue..
so the technician come to my house dont have the item to fix..
he then make another call and come back the next day..

Press Conference...Get lowyatnet to paste in the front page

Good suggestion... but how do we collect evidence?
Asus called me on May 7th saying that the free GPS dongle for my parent's TF Prime TF201 would arrive on the 8th... until now still no news

Is your G series back already bro?

Lucky i owned mbp, lose at the PricE, win at the satisfied

dunno...request d, wait HQ reply..

havent ..................just call asus that hardware arrive already and i think next week can get..........really wasting almost 1month already

JZ NOW I CALL hotline... he say waiting for battery!!!

i scold him back 9696, my G53sx-1208v is display problems, not battery~~~ZZzzz

lose at specs also

still Dell after-sales service better.. 1 call then 1 or 2 working days on-site service d

Dang, looks like I'm giving up on the ZenBook and going for the XPS 13 liao
I've heard too much bad stuffs about Asus lately
Even the distribution of certain models are farked up e.g. TF Prime, waited for the model to come for several months, then suddenly EOLed

I don't know why so many people include most of my friends prefer Asus more than any other brand. So far, my experience with Acer, Compaq are sucks, then HP and Asus I also not very confident with their after sales service as the procedure seems very troublesome for customer. At last I choose DELL. I witnessed myself how DELL did their job on serving customer warranty claim.

*Last time I called up Dell telling them my motherboard seems got problem already as the laptop keep on shutdown itself and suddenly blackout.

*After about 3 days time, a person in charge call me through phone and arrange the time to meet up with me, of course he come straight to my house

*Before that, he confirm everything with me regarding my issue, asking me some technical question to confirm what faulty my laptop had so that he can prepare all those hardware to replace.

*When the time he reached, he test my laptop and went through all the troubleshooting and then he desemble my whole laptop like a boss and replace it back like a pro. I was amazed with the skill that he showed up. During that period, he saw my keyboard seems like not so nice already as all the colour sure gone as I used it for almost 1 year plus then he change NEW keyboard for me, then the best part is, he say he got bring additional LCD panel, asking me want to change it or not ~ OF COURSE I won't reject this kind of OFFER right!!

Finally, after he assemble back my laptop, the condition looks totally like NEW and I 200% satisfy with it.
Before he leaves, he let me fill up some form where I can see those form are to indicate how well he serve customer and it is some sort of performance review. I definitely gave him high rate and he very happy with it. Win Win for us ^^

So from what I telling you all is not that I promote DELL or anything, it just my experience with this company and how they treat customer before and after. That's important for us as a customer in order to spend few thousand on something we need to use for a long time.

wow, jz now receive call from taiwan~~~say they will refund for me~~~
she will send me the email,
now waiting~~

i have no idea why people buy laptops that do not have proper after sale service. There is only two brands that does it properly and its Dell and HP.

look for previous thread..........forget his name.........also got refund but waiting 5-6month.......

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Added on May 11, 2012, 4:11 pmhttp://forum.lowyat.net/topic/2212590/+40?hl=asus%20service%20centre

This post has been edited by lawtm: May 11 2012, 04:11 PM

she say that she will do short way for me, later she will email me the detail~~
so, waiting for her mail~~

u pm hico ba he also experience like u cases...........refunding also took time but refund only can changes for product only

This post has been edited by lawtm: May 11 2012, 04:20 PM

refunding will takes at least a couple of months, this is the service u have to expect from asus. really really regret getting asus.

omg~~ hape i will be fast lor....

when i get the money, jz go for alienware~~

I just hope Dell got many AMD model for me to choose from.

Dell's only dealing with AMD is their graphics. For now, they don't have any products with the new APUs and CPUs.

maybe they replace model asus laptop for u again

omg~~~pls dont!!!!!!!!!!

im planning to buy the ASUS G55VW,
but im worry about their after sale service...

then look other brands............. if u not care service after sell then go for asus

i have this question rolling on my mind b4... n i pray that im not the victim of asus b4 i decide to buy....

mana tau~~ after 3 week i get my G53SX-1208V, display problem, then send to rma.... total send in 3 times.... i buy on end of November last year, now jz may... in 5 month need to send in 3 time, wast my time to wait they repair 1month,
do i reserve to get that while i pay for 4K??
now still waiting the claim~~~
haha



say no to ASUS~~~

asus taiwan or malaysia call u just now????

taiwan~~

i think they will replace model for u............chance are lower if they refund with amount that u bought........

haha, jz receive d email,



Hi Mr. Lee,
Pls kindly give us your purchase invoice & bank A/C, then we will arrange the payment to you. How about the G53, it is on your hand or at our RC now?

still at RC but maybe next week probably can get it..........if nope then need make sound

hope they will bank in for me asap~~~~

brother i think mostly 1-2month because they need processing to asus malaysia account then need verify some documents.............

ASUS ROYAL CLUB (PENANG), Lance Lim, he really not pro... asking me

>>>We still left Adapter Changer , if you have 3D glass please attach with adapter pass to our Penang Asus centre.

as my model not 3D, n not coming v 3D glass, still asking this NOOB question...

shame on asus that got this staff~~

hehe then u scold he ba.........wakaka

lol, jz reply him that that model not 3d, no 3d glass.....

if he kacau me again~~ i will shoot him 9696....

haha then now time for u waiting the refund from asus...........

lol, they reply this email to me....


Thanks…but sorry we just got an information that we do not have that much money in our bank A/C. We will try to confirm with our reseller again if they can help us to refund for you first, then we will apply CN for them to claim the money back.




what? 4K also xde ke??

sure la before owner asus want refund rm250 waiting until 1-2month and finally they refund but just can only change to product with rm250............

OMG~~ I dun1 asus product anymore~~~

now just waiting for refund

are you serious??

ya, they say dun have money in their acc...lol....

u talk to them wtf 4k also need wait meh???? asus selling 1laptop already can reach 4k++++ for gaming laptop

shop that i buy my G53 call me jz now,say that i can get back my $$ in this coming 2-3 week.....

This post has been edited by xxxcriminal: May 14 2012, 05:42 PM

if seller help asus refund 1st sure fast la................if asus owned refund need wait lo hehe.........u got ask refund money or can change with product nia?

[quote=lawtm,May 14 2012, 05:44 PM]
if seller help asus refund 1st sure fast la................if asus owned refund need wait lo

he say full refund....

[quote=xxxcriminal,May 14 2012, 05:46 PM]
[quote=lawtm,May 14 2012, 05:44 PM]
if seller help asus refund 1st sure fast la................if asus owned refund need wait lo

he say full refund....

[/quote]
i know full refund la...........but refund in term of cash or any product in their dealer shop?because member asus also experience only can refund in term of product that just rm250 nia hehe