Over the years I have had nothing but good experiences with Asus Tech support. My most recent experience however has been a nightmare. Back on 11/12/2012, my son's P8P67 WS Revolution went on the blink. The machine would start the boot process and stop with diagnostic code on the GP Diagnostic daughter card being "06".
11/11 - Posted on Asus VIP Forum regarding problems with Asus P8P67 WS Revolution which had was not completing boot process and the diagnostic code on the GP Diagnostic daughter card was "06. Diag VGA LED is ON (blue). Various advise given is off topic or produces no positive result.
11/11 - E-mailed Asus Tech Support regarding problems and listing the various steps I undertook to repair or diagnose.
11/12 - Received response from Fiona at Asus TS telling me basically to try all the steps I already tried.
11/13 - Responded to Fiona stating that I already tried all those steps and was contacting RMA department.
11/14 - Received response telling me to contact RMA department
Not blaming Asus for all of the delay here as I was busy with work stuff and did not hound them as I should have. Calls to their office were answered with pre-recorded messages saying bto leave tel number and they'd call ya back. They don't....ever.
11/28 - Receive RMA forms from Asus
11/29 - Receive confirmation that forms have been received and cross ship being processed.
12/03 - Received notice that MoBo was being shipped.
12/08 - Rec'd Mobo and waited till weekend to install replacement MoBo. Worked when breadboarded but observed MoBo was extremely warped. Put in case and observed that SPDIF and Mouse ports would not line up with MoBo shield.... by a lot. Installed in case w/o installing screw in upper left hand corner where board was approximately 3/8" above standoff. MoBo still began boot process but once upper left hand screw was installed, would not boot. Mem Diag LED lit. Memory confirmed good in another box w/ 24 hour run of Memtest86+. Tried repeatedly uninstalling / installing to no avail.
12/09 - Contacted Asus TS and spoke to a Patrick Logsdon. He requested and I sent e-mail with pictures of warped board. He agreed that board was bad and advised that Asus would cross ship another board and that I should return the original board (not the replacement) back to them. Sent original MoBo back to Asus in packing material they used to ship replacement.
12/11 - Received new RMA forms
12/12 - Filled out and sent back RMA forms
12/13 - Received confirmation that replacement MoBo was "reserved" for me and was being cross shipped.
12/14 - Received notification that cross ship was a "no go" and that I first had to ship 1st RMA'd MoBo before replacement can be shipped
12/16 - Contacted Asus via e-mail asking what happened to cross shipping as per 12/13 e-mail confirmation. No response, so I called and was now told that Asus was not cross shipping and that I had to ship the board back first (unfortunate that I had no proper material to pack it in since I just sent back the original board). Told them that I was aiming to have this machine back up by Xmas as son had numerous games coming as presents and that he'd have nothing to play them on. Was advised not to worry as they would ship the replacement board within an hour of my giving them a tracking number for what I was sending back.
12/17 - Shipped board, called Asus and gave tracking number. Was told they'd ship out before noon and that I'd get an e-mail today with tracking number
12/19 - Called Asus saying no e-mail, no tracking number. Told to give it another day
12/20 - Called Asus and asked what was delay. Advised by a Michael Bernat that the shipment was on hold cause they had not received pictures. Told him that 1) they were e-mailed to Patrick Logsdon on 12/09 and 2) they already received the board as I sent it 2 day mail. He said that the tech had not attached them to the case file and that was the hold up.
Asked why was this fact not brought up in e-mails and telephone conversations with Asus TS on 12/11, 12, 13, 14, 16, 17 and 19 ? He could not offer an explanation but said he would get this done once and for all. Sent him the pictures and he confirmed receipt as well as the problem while I was on the phone. Was advised that he would jump right on it. After some time on hold was told that the shipment had been approved by two supervisors and as a gesture for my trouble would ship overnight mail.
He continued to explain that I should have on 21st leaving me the weekend to do the build. Expressed my concerns about this not being resolved with offices generally closed and not being able to get through on phones as the holiday approached (as it was before and after Black Friday) and was told that the office was staffed Saturday, Sunday and Monday and to call him back at a specific time later that day to confirm shipment.
12/20 - Called back at designated time, spoke to someone who wouldn't give his name and I asked to speak to Michael. Was told he "left for the day" but the MoBo would definitely ship tomorrow (Friday), arrive next business day on Monday and that if I didn't have tracking number to call back tomorrow.
12/21 - No tracking number so called Asus and spoke to Mark. Mark assured me that the overnight shipment had been approved, giving me the two managers names who approved it (Robert Kinsley and another), and would ship "today" and that I should have a tracking number by end of day. If I didn't I should call him back. I did, Mark wasn't there. Was advised that it was not in the system yet and that I should call back tomorrow.
12/22 - Called back and spoke to Peter. Peter could not tell me anything other than the two managers names who approved the Overnight shipment on Thursday. I asked if it was approved Thursday why didn't it ship Thursday or Friday ? He said he could not confirm whether it did or not ? I asked him if there was anyone in the building who could answer this question, he said no that this information was not available nor is anyone available who could do anything on a Saturday. I asked him why did the techs yesterday tell me otherwise and he had no answer.
Explained that this process was now dragging on some 40+ days, that I was promised repeatedly that this board would arrive before Xmas finally asking when could I talk to someone who could give me an answer. He said no one would be available Saturday, Sunday or Monday.
Should also note .....
When ya call Asus TS, after a certain time on hold, they ask ya to leave your telephone and case numbers and they will call you back. Must have done this a dozen times, never received a return call.
In the last half dozen or so calls I asked to speak to a supervisor. Was told that my request had been passed along and I would soon hear from them. Gave them both cell and land line numbers and the promised calls never arrived.
Again, past experiences with Asus have been easy and I have been averaging 2 dozen builds a year choosing and recommending Asus products (MoBo's, GFX cards, opticals, laptops) with the solid tech support being one of the main reasons for my choice. Some of the techs tried very hard ti be helpful, others obviously didn't give a hoot. But the system now appears to be severely broken:
1. The various parts of the process are in different locations and apparently no one can speak to anyone at other locations to get anything done.
2. The various techs gave out conflicting information as to how things were processed, shipped and how / when their office was being staffed.
3. In about a half dozen instances I asked to speak to a supervisor and was told that someone would call me, half the time within a specific time frame. No call was ever received.
4. If you are on hold for about 20 minutes, you receive a recorded message saying "leave your telephone and case numbers and someone will call you back". Done this no less than 20 times, no call was ever received.
If you are wondering why at this point I haven't sworn off Asus products, I am disappointed to say my experience with EVGA was even worse.