Good Morning,
I just wanted to share with you my experience with Asus consumer service and an Asus Rog Strix GL702ZC.
On November 17 I made the aquisition of an Asus Rog Strix laptop. On Sunday december 3, I could hear some crispy noises from the laptop, then a lot of smoke went out of the laptop. It, of course, died of it. For sure, I was not happy, it was the first time in my life such a thing happend to me.
The same day I did all the Asus support on their website, and with email. Few times later I received an automated email answer telling that they received my question and they will take care of it. I can still call them from 8 until 20.
On Monday, so I called them at 8. No luck. They open only at 9, and until 19... Weird. But... So I phoned back later and could finally talk with someone. They told me they understand everything. At the end of that day, I had 4 opened tickets to their support. The next days I had to wait for them, to fill some weird papers. On Thursday evening I received everything to return the defunct laptop, which was sent on Wednesday and received by them on Thursday (December 7).
From this day I have absolutely no news.
I also added a post on the official Asus Rog forum. But I have no answers either. Maybe people at Asus are in vacation.
So this was about the story. Now I would like to talk about all what is around this story...
I bought this laptop for several reasons, one is that it was the only laptop with AMD hardware on it. The common price for this laptop is 1800 euros. So no one can tell this is a cheap laptop. And I believe most of people can think this can be a high-end product.
What annoys me the most in this is that I bought a product, one of the most expensive products Asus is selling, which died two weeks after, and Asus is treated it as a warranty, for repair. To my opinion, this is clearly a big defect in a new product that should be exchanged or payed back in the few days after the notice of the defect. This should not be covered by the warranty repair. Indeed, it seems that under some conditions (which one ?) Asus is able to do an exchange the same day the defect has been noticed to them (see https://www.phoronix.com/forums/forum/hardware/general-hardware/961327-asus-rog-strix-gl702zc). However this is very rare compared to the many people who are in the same situation as me. But why the hell, Asus is treating consumers differently ?
What also annoys me a lot is that I bought something expensive, and I have the same service as if I had bought something at 300 euros (there are Asus laptops at this price).
What annoys me too is that Asus does not take you aware of the repair. I could find a link that should give updates about that, but it was not working for my repair ids.
What is also annoying here is that Asus does not do the repair itself, they pay a company to do so (in France, it is called letmerepair). Most of the time, people had to wait from one up to three months in order whether to get a working product or money back.
What is even more annoying is that many people complained about Asus service since many years now (I know, I did not payed attention to this before, and I should have had). Some were reported this to customer associations. But unfortunately things remained the same. For people doubting about that, google is your friend
Here, in order to avoid debatable talkings and in order to respect some working people, I omitted to write other things about the Asus consumer service.
So I would like to advice to think several times before wanting to buy such a product. Why ?
Most of the people here are like me, they need computers to develop with it, most probably games. Some of us are students. Some of us might start an indie project, a freelance or a startup. Most of us might live from the use of that kind of hardware.
So, when a bad thing like this happens, it might be good to face a good consumer service, which will provide a new product quickly, or at least the money back in a really decent period of time.
From my personal situation, I cannot buy a new computer with the same hardware. So I have to wait. And I know I will wait long, and I am not even sure to get something working back again, or to get the money back (it happend to some consumers, yes).
Thanks for the reading and sorry if this looks bad, anger did not completely fade away...
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