ASUS Support is Horrible

Author: Steve Martin

There are a lot of technology companies out there. I love the variety and the ability to choose. Some make great products, some don’t. Some stand behind their products, some don’t. I recently had a horrible experience with ASUS and wanted to put out a warning to others that may consider purchasing an ASUS product. They make a lot of different products, from full blown computers to components within computers and other electronics. My experience was with a motherboard, the heart of a computer. This particular computer was running beautifully for about 1 year, and then it stopped. It would not even boot up. When we would try to boot up, we would get a red LED light on the motherboard indicating that the processor was having a problem. I messed with it for a little bit, but couldn’t get it past the red error LED. So, I contacted ASUS to get the motherboard replaced. It came with a 3 year warranty so, not a big deal. First of all, ASUS apparently puts a sticker on their motherboards with the serial number on it. I guess they don’t always stick it on very well because our motherboard did not have this sticker. I looked everywhere for it, but it was gone. Without the serial number, ASUS will not give any technical support whatsoever (perhaps the unsticky sticker is a tactic?). I sent them the invoice from when this client bought the motherboard proving that it was still under warranty. They wouldn’t accept that. I begged and pleaded for them to support the product that obviously was still under warranty. They would not do it without the serial number. We ended up calling the place where the motherboard was purchased and thankfully, they keep a record of the serial number when they sell the motherboard. So we got it, smooth sailing now right? Wrong! They had me send the motherboard back to them on my dime. I thought something under warranty was not supposed to cost me anything, but whatever. I pulled the sparkly clean motherboard out of its case, boxed it up and shipped it to them. I then had to wait about 2 weeks before I heard back from them. Meanwhile we are without the use of this $2,000+ computer. Yes, $2,000+. This was a high end machine. I finally received an e-mail from ASUS support with an invoice for $142.30. I was taken aback. What the heck would they be asking for $142.30 for? I quickly wrote back and informed them that this motherboard was under warranty and there should be no charge. I then read the notes and they claim that the motherboard had liquid damage. I knew it was clean when I shipped it back to them, so any liquid damage had to be the result of something that happened after it arrived at their facilities. I was so furious. If they are not going to stand behind their product, then I refuse to buy their products anymore. We went back and forth with them refusing to send a replacement without us paying for another motherboard.

Anyway, I just wanted to put out this warning for anyone who cares to read and trust me. Stay away from ASUS. There are so many other companies that make better products and actually stand behind their products so save yourself the grief.

P.S. as I googled around about this particular motherboard, I found that I was not the only person to have this exact same issue with this exact same motherboard. They have a problem and are not owning up to it. I guess they all must have liquid damage or something right?

ASUS support is crap.

Just a side note, it reminds me of the movie Tommy Boy where Tommy’s company sells car parts. He finds out that some of their clients choose to buy from another car part supplier because they have a better warranty. Tommy reminds the client that his company sells high quality products and then gets sarcastic and says he’ll crap in a box and give it a 2 year warranty if that is what they want. The client sees the logic and decides to keep buying from Tommy’s company. So, even if someone offers a better warranty, it doesn’t mean their product is better, or that they will stand behind that warranty anyway. Just beware and choose wisely. You have been warned!

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