The ASUS Customer Support Experience

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Asus is hitting that heat right now. Their customer service has not been treating customers very well for a while, especially with the burning 7000x3D in their motherboards. IT'S POSSIBLE THAT THEY FIXED THIS. SO I HAD TO TEST THEM!

My Spotify:

0:00- The Asus Situation
0:38- My Asus Tuf Laptop
2:20- Calling Asus support
4:48- Thoughts on Asus Voice
5:38- Moving on to Text Chat
6:41- How Asus support stacks up
9:15- Bonus customer support story

[slavicodyssey]

One year warranty seems like a scam to me. I live in Germany where the LEGAL warranty is 2 years at least. It may not be a big difference but i definitely expect something to last longer than a year. Especially how expensive pc component companies are asking for nowadays.

[Sly_]

Given Asus asking price relative to the competition, that's simply unacceptable.

[leroyjenkins]

EVGA or shapphire would have just ignored the warranty and helped you anyways. Shapphire even helped me after removing the Cooler while they stated they cant rma after that. Such a great company. A honerable mention to asrock as well.

[itsapersonn]

Sometimes, companies will actually make it so that their products break after the warranty expires, forcing you to spend money for replacement parts. The big problem is this isn't specific to Asus, or really the tech market.

[danknemez]

Sounds like typical Asus. I contacted them regarding a pretty severe BIOS bug I ran into and they refused to provide me any support because I wasn't running RAM that was on their QVL. Despite me making it very clear I'm running 3200 JEDEC RAM, the sticks don't even support XMP, at that point the QVL should be irrelevant... and again, the issue wasn't related to the RAM anyway.

Between poor support and subpar quality for the price they charge, I will be avoiding them whenever possible.

[DDD-xxmg]

ASUS support: unfortunately your warranty expired during this call by 1min, thanks for calling and have a nice day 😂

[mtzrkph]

It's okay. It was out of warranty. Don't worry about it. But I can assure you this much... that would be the last Asus product I ever purchased. Good job Asus!

[Adromelk]

Asus is pretty notorious for this kind of behavior even before the burning x3d cpus

[clyd]

The more you try and get help, the more you get griefed.

Good job ASUS!

[Alpha]

I would have begged a bit more and asked to speak to a supervisor. Still, they should have at least helped you determine the problem and offered something. I've bought Asus motherboards for years and have never needed to use their support, but I'd be hesitant to buy another one after seeing your experience.

[aeneasoftroy]

I bought a lg g1 oled 55 inch early last year for my pc. ten days after the one year warranty ended it developed a vertical line of dead pixels. I called lg support, and they sent a repair request out anyway. Repair guy came within a week and replaced the whole panel free of charge. the Tv was new again. And because they were so good, i purchased the extended warranty.

And when my old sony tv died a few weeks ago. bought a 65 inch lg g2 oled to replace it.

[WSS_the_OG]

Even within warranty, they're not good at all. They make you jump through some serious hoops, and you have to call back a few times to get a decent rep who does more than a read script with no actual understanding of computer components or electronics. I'd have to say their products are decent, but heaven help you if you need support. ASUS is probably one of the worst PC component companies I've had to deal with, in terms of even getting an RMA on a product within warranty.

[SomeSillyGoosy]

Damn it sucks because here in europe we have at least 2 years of warranty for all products so yeah.

[zackzeed]

Time and time again i hear stories about costumer service being awfull alot of times in America (I mostly watch channels that are based in America).
While I live in Sweden and here I have, from what I can remember, never had a bad experience with costumer service.
Asus support here has been very nice and helpfull when I had issues with my strix 3080, the dude I was talking to even asked me nicely to send more info via email and photos of the issues (the memory had some kind of defect so = screen artifacting). He seemed very enthusiastic about helping me out in any way.
About AOC, well, I wrote to them about 5y ago about my cheap 1080p monitor maybe being broken (turns out the monitor just got too hot ONCE XD...), so they sent me a replacement screen and a return label for the 'broken' one. The label wasn't valid / didn't work. They didn't answer later either. So now I have two screens. And I never heard from them again.
Lastly, the support for the Websites here where I and many others buy our computer parts from (Inet & Webhallen) have wonderful support, maybe the best I've ever had to work with dare I say!

It's just so weird and sad to hear that you guys over there have to deal with crappy customer support.

Edit: One more thing I'd just had to mention aswell. Steelseries, before the pandemic, replaced my 3y or something headset that Deffinitely wasn't under warranty anymore. They asked me to cut the cables of it and then gave me a $120 voucher so that I could imediately order a new headset. I didn't even have to do much either to get there. So nice people!
I was very Very happy after that because at that time I couldn't afford a new headset!

[DeadPixel]

I remember back in 2018, I accidentally broke an EVGA 1050Ti graphics card. Completely my fault too. I contacted EVGA and told them the truth. I did NOT expect any sort of help, because I broke the graphics card due to my own negligence and they are NOT obligated to help me. But the customer support person asked: "So, what would you like us to do? Would you like a replacement? We can just send you a brand new 1050Ti and you mail us the broken one." I was shocked, needless to say. I was like: "Um.... Really??? Yeah, sure! That would be awesome!" And sure enough, they shipped me a brand new 1050Ti, completely for free - when they were totally within their right to say "Well, you broke the GPU yourself due to your own user error. That's YOUR fault. We can't help you." But they replaced my broken GPU for free anyways. Now THAT is some quality customer service. THAT is 'above and beyond'.

[atonduke]

Just so you know. Capacitive voltage detection sticks work only with AC, not with DC! Use a multimeter! Yes, you might get a reaction if you move it towards and away from the cable, but the voltage might be too low for the stick to detect it. These are usually built to detect only mains AC.

[backlogbuddies]

When did laptops stop coming with 2-3 year warranties?

[fiece]

They had every right to turn you away, if it says 2 years than its 2 years not a minute more. If they made exception for you who was 6 days past warranty why wouldnt they end someone elses warranty 6 days earlier.

[bigcat]

Your channel is awesome love the vibe and content you delivery keep it up bro

[igavinwood]

If the companies start using long term business development models (development as in the old school version of the word rather than a buzz word for account management) then we might see a change in how they market, support and relate to customers.
Unfortunately the trend is; for investors to seek large dividends every year; a push to automise anything that was previously a post of employment (AI is only going to make this worse); the right for "planned obsolescence" that has existed since the great depression now meaning 3-4 years in the tech industry, and the wholely unjustifyable denial of the right to repair. That in itself is a scary denial of your basic rights. There are only two ways to make a chang; vote with your wallet; vote for legislation to support you. Both require sticking together.