AWFUL ASUS Customer Service Experience

Posted by Tomyu32 on August 9, 2012 05:40 pm 3

I don't know about everyone's experience with customer support. However, for me, I will no longer purchase an ASUS product again due to their poor customer service and the experience I had with them.

So the story begins as I purchased the Eee Pad Transfermor Prime TF201 earlier this year. I was able to live with the wifi and GPS connectivity issues. And I was further surprised with them when they issued all customers with a TF201 a free GPS dongle. The tablet had fine hardware and was one of the first to get updated to ICS, thus I was quite satisfied with it. However, the satisfactions with the product all came to an end when a series of hardware failures and poor customer service experiences emerged.

First issue I had was just couple months into using my tablet for school. The charger broke as with the charging dock on the tablet. Along with that, a dead pixel was found on the display. Since I needed that tablet for school, I didn't send it back for repair until months after when the semester had ended. I was fine with the lengthy repair process since everything was covered by the warranty. However, I started to dislike ASUS when I realized that the back-facing camera on the tablet was broken during the repair, and I had to send the tablet back immediately again right after I had received my tablet back. Then, weeks after, I finally got the tablet back. Yet again, this time, there was also something wrong with the tablet; the ambient light sensor wasn't functioning at all, causing the display to stay dim and won't adjust according to the lighting of then room. I called ASUS again complaining about the issue only to realize that I have to send my tablet in again for the third time (and I haven't been able to use my tablet for months at this point since the tablet was mainly being shipped back and forth for repair). At this point, I realized that I needed to send it back, and was hoping that this would be the last time that this tablet would need any further repair. Weeks after, I received an email from them saying that they couldn't replicate the issue and was going to send the tablet back to me without any repair. I got furious about the situation. I had to email them back for couple more times before the supposed engineers can realize that there IS something wrong with the hardware of the display, and they decided to repair it once more. I've requested them to completely replace the tablet since I'm extremely unsatisfacted about the fact that I needed to send in the same tablet more than once to get it repaired, and each and every time they send the tablet back to me with another defect that they caused during the repair. They wouldn't honor my request and insist that that is all they could do, and I'll receive my tablet back shortly.

And yes, the story did not end there. I sent the tablet back in June, and now it is almost 2 months from the date I sent in my tablet, and I haven't yet got my tablet repaired and back home. I contacted them, and they told me that they had supposedly sent the tablet to FedEx already, and I should contact them to see where my tablet is at. So I contacted FedEx, only to realize that they had not yet received the tablet from ASUS. Then, I contacted ASUS again, only to be told that they don't know what is going on so that they had to escalate me to the service center. The service center told me that they'll contact me within the next 24-48 hours. Lo and behold, they did not. I called them again today, they indicated that they couldn't do anything since they emailed their service center just yesterday (which is days after they told me they would contact the service center), and I have to wait to see what happened while they "investigate" where my tablet went.

And yes, I still don't have my tablet back yet.

ASUS, do you know what you can do? Send me a replacement tablet and get it over with. Investigate all you want about the unprofessional transactions you have, but leave me out of it. I don't need to know what is going on with your repair process. All I wanted is a working tablet...that's all! I personally do not think that is too much to ask.

At least now I know which company will not ever receive my money again...