Asus Customer Service ????

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fidelity101

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Mar 8, 2013
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Does anyone know a Jacob over at Asus Customer Service? I have nothing nice to say about him right now but I'm wondering if it's just a generic email used by lots of employees or if there is really a PREM_Jacob.

Long story short, I am having problems with my new Asus Deluxe II in that it will not allow me to connect to a 2.4ghz router while in windows.

My first email: Lots of details asking for help and trying to be specific.

Asus Response: Try reinstalling the driver

My second email: I've done that already. Please read my first email and then provide any assistance you can.

Asus Response: Try reinstalling the drivers.

My third response: Are these canned messages or do you have the ability to actually type something helpful?

Asus' Response: Try another operating system.

My response: Per my first email, I've tried that and it works in Ubuntu but not windows. I've reinstalled windows 6 times and I've tried 3 different drivers. Please help.

Asus' Response: Try installing Linux

My Response: Please read the first email!

Asus' response: It's under a 30 day warranty, request a replacement.

My Response: Is that another canned response or do you think it's actually defective? If it works in Linux but not windows, could it be hardware related?

Asus' response: TBD

I just can't believe how incredibly horrible their customer service is. This is my 3rd Asus computer and sadly it's the first time I've had to deal with them...it's horrible!



 
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k1114
I had contacted the asus rep on this forum to see what he could do but I'm not sure who did what.

Fyi next time try calling or using their chat. You get a faster response and I've had better luck with those vs email on most companies.
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fidelity101

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The email is prem_jacob <techsupport@asus.com> and I contacted them via their online support site. The first email arrived a day after I opened a ticket
 
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SinxarKnights

SinxarKnights

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Jan 3, 2007
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Oh yea it is bad. I had similar experiences with them. The only thing that stops it from being the absolute worst support i've had to deal with is that they did in fact respond. Completely useless responses but they did respond.

I imagine it is like a call center. You know how large companies will contract a call center to handle support and provide said call center with a flow chart for support purposes but the people don't actually work from the company or have any experience for whatever product or service.

I am guessing they just hired an online support company with no knowledge or training about AsusTEK products other than the 10 min training on how to click the most likely canned response and what to do when they can't fix your issue by clicking the response (make you RMA your product at your expense).

Personally their support really put me off. I'll never buy another Asus product again.
 
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fidelity101

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I'm searching everywhere for help with the wifi on my Asus Deluxe II motherboard and the horrible responses are really not helping.

That said, the bigger issue is that my brand new Asus Deluxe II motherboard connects to 5ghz networks just fine but refuses to connect to 2.4ghz networks. The dBm measurements are a little weaker on this new Asus Deluxe II motherboard vs my Asus G751JY laptop so I thought it might be hardware related? At least I can connect to 5ghz and after a lot of antenna relocating, I'm able to stay around -61dBm with the 5ghz signal so I'm getting decent transfer speeds.

The new/replacement 3T3R antenna showed up today but that didn't help the signal strength or inability to connect to 2.4ghz networks.

So I installed Ubuntu and I was immediately able to connect to 2.4ghz networks which makes me thing it's a driver issue but this Jacob from Asus support just told me to return the motherboard for a replacement...hence my confusion. I'm thinking he just didn't bother to read the emails again and just hit another canned response but I'd REALLY like to get this motherboard fully operational and figure out why 2.4ghz networks are just not possible.
 
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fidelity101

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Mar 8, 2013
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Sorry Jay, but I don't really follow what you're saying.

I feel like posting the exact emails and responses which I'd gladly do if someone at Asus wouldn't mind checking into this and seeing if customer service could be improved in any way. From my end, it just seems like someone is clicking through emails and fast replying with canned messages as fast as possible without any consideration for the customer or actually fixing the problem.

Fortunately newegg is coming to the rescue with a replacement motherboard so I'll have to report back if/when the new mobo fixes my wifi issue.
 
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fidelity101

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I would like to thank the person responsible for reaching out to Jacob for me. I actually received an email yesterday apologizing and offering to help forward the information to the appropriate people.
 
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k1114

k1114

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I had contacted the asus rep on this forum to see what he could do but I'm not sure who did what.

Fyi next time try calling or using their chat. You get a faster response and I've had better luck with those vs email on most companies.
 
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fidelity101

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Well, thank you for whatever you did. It worked! :) Fortunately, I didn't need their help because I replaced the motherboard and CPU...now I'm back to 100%

Wifi issue was the result of a bad motherboard
The system would turn on off on off because of a bad CPU.

Hopefully this helps others searching for the same problem.

 
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SinxarKnights

SinxarKnights

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Seems like a highly unlikely set of circumstances, assuming they were bad on their own. You should play the lotto more often.

A more likely scenario is the motherboard damaged the CPU in some way. Perhaps caused by the PSU. What power supply are you using? In fact, why not give us your entire system specs?
 
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fidelity101

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Be glad to.

Asus x99 Deluxe II motherboard
G.Skill CAS 14 32Gb 3200mhz memory (4x8Gb)
Intel 6850k CPU
M.2 Samsung 950 Pro drive
EVGA G2 1000w power supply

I replaced the power supply just to be on the safe side, but the motherboard was having wifi issues from the very beginning so I'm leaning towards it being a problem with the motherboard, which caused the CPU to fail. Either way, it wasn't luck in the good way...more like being hit by a truck after being served divorce papers...bad day all around. But luckily it ended well because this new system is AWESOME!
 
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