Tuesday, July 23, 2013

ASUS customer support (spoiler alert: it sucks!)


True Stories: ASUS Customer Service, July 2013

Continuing the series started with my Apple Store experience, here's what I learned while trying to return a defective motherboard to ASUS.

What they say...What they mean...
"Please sign up for our Advance Replacement program!"
(advertisement playing while on hold for 30 minutes with tech support)
*AR program means they give you a new one upfront while they fix the old one
I can put your Advance Replacement request on file, but it never works so if no one calls you back in a week you should call us again and start over.
"The serial number is on the motherboard."
(phone support)
Although we manufactured it, we have no idea where the serial number actually is, even if you tell us what model you have. So I can list a bunch of places it *might* be, while you disassemble your computer and use a magnifying glass to read what may or may not be there.... unless you're smart enough to realize that just googling the model # and 'where is serial number' will show you instantly.
"Sure, you can pick up the motherboard instead of having it shipped to you."
(phone support)
I'm going to make a note of that in the file, but I don't expect anyone to read it.
"Yes, your repaired motherboard is ready and waiting for you to pick it up."
(online chat support)
Although you requested for pick-up instead of shipping... and were skeptical enough to even double-check with us upon repair completion so as not to waste another trip here... we are still going to tell you its ready for pickup even though it has already been shipped to the only address we had on file, which is your home address where you won't be when it's delivered -- that way, instead of just picking it up today, you can waste a trip here to be frustrated in person, plus wait another week while the motherboard travels to Quebec and back, and then go chase it down from Purolator after they can't leave it at your house when no one is home during the day.

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