seymour_butts

I have been trying to get through to ASUS tech support for a video problem on the P4R800-V Deluxe. I have two other boards with different problems also and have been trying to reach thier tech support.

I called at 9:00 AM EST. 30 minutes after navigating the auto attendant a rep came on line assigned me a case number and informed me that a tech would call later.

2 PM - Still waiting and beginning to fume. Called ASUS tech support again. Had to navigate the auto attendent again and wait on the proverbial line. Finally a rep came on line and asked me for my case number which I regurgitated. He asked me to hold while he transferred me to tech support. Placed on hold for another 30 minutes.

Another rep came on line and asked for the case number again. Said he would have tech support call me later. By this time I am seething. I asked politely for a RMA number to return the board. You got it, I was transferred and placed on hold again. Another 30 minute wait only to be asked 10,000 questions. Finally I just hung up. The motherboards are being returned to the distributor and he can deal with the ASUS insanity.

I have used ASUS in our facility almost exclusively due to reliability. Documentation was decent as compared to others and most driver problems were resolved by accessing the latest downloads on the ASUS website.

This last shipment of motherboards from ASUS had a 66% problem rate. Is ASUS having QC problems?

Is there a motherboard vendor that does not blow you off when calling for support?

CB.

Hi SD,
you should be happy that you have at least a tech support in your country! Look, ASUS is very well known i switzerland many people buy those boards BUT we do NOT have a tech center. Even germany is not responsible for switzerland. We have to phone up to Holland .
Brilliant service i tell you!

Take care!

Christian

gnikolaidis

Well, I consider you to be lucky at least having get any response!

I bought a P5GDC-V Deluxe a couple of months ago. This particular model was full of problems, for one thing not being able to recognise its own serial port. and SATA RAID configuration as RAID 1 proved a nightmare and overall diminished performance. After finally setting up the system (without yet solving the serial port problem) the board failed to boot after a few days of operation.

In between I have tried to contat ASUS support by email (I live in Greece where there is no local support) about the problems I face. After waiting for 20 days for a response from them, some weird tech support guy with a Chinese name wrote back to me a completely uncomprehensible message, saying something like: turn off the power and try again!

Now that's what I call support! It seems the latest generation of ASUS boards are not only full of unresolved yet bugs, but also the manufacturing quality has detiorated. I finally had to return the board for replacement to the manufacturer and I went out and bought an Intel board (not as fancy as the ASUS but at least it works!). (After one month I still havent heard anything about the board returned)

Well, for one thing I am not buying again from ASUS.

seymour_butts

Well the decision here was too switch to Intel boards. Asus boards were impacting the bottom line to hard.

elf

I'm not sure about their QC standards going down, but I imagine with a company as large as they are handling everyones support questions would be rather difficult. Especially because you'll get people calling up saying, "What do I do now that I have the board?"

I've dealt with a few different companies, none of which had fantastic customer service, and I live in the US. AOPEN, had a support forum, which provided about 3 responses by the end of the day, but they were by users, not tech support.

The quality of tech support is why many challenged end users choose to go with premanufactured computers (e.g. dell, hp, compaq, etc...).

ihringert

The worst tech support I have ever had to deal with. Should not matter how large the company is, they should be able to provide reasonable support for their product. THEY DON'T.

eluv8

after hearing all the complaints about asus I felt I needed to say that I owned a Very problematic board, the p4t533 built buy asus. I live in the united states and although customer support answered the phone calls and blamed everything from the power supply, pci cards, graphics cards and improper installation, They finally crossed shipped at my hope to be refunded expense a new updated and revised motherboard. I can now say today that the board is wonderful. But could it have been better resolved sooner by knowledgeble staff yes. I own a Dell laptop, Customer service while the computer was under warranty was borderline at best, they did kindly ship me a reconditioned computer after my first one took a dump under warranty. Then just outside of the warranty the hard drive died, after removing the hard drive I learned of the build quality of this computer, extreamly cheap to say the least. I replaced the hard drive get everything installed and back to normal. about a month later I get the same error message the first computer displayed. Customer support this time is worse, same responses of restart computer, windows restore, blah blah blah, while system displays a power supply incorrect wattage error. Turns out the motherboard needs replaced again. Sorry for the rambling on Just alot of frustration, Asus is a good manufacture in my mind it just takes some time sifting through the junk, Dell is to big for their own britches and I cant wait for them to flop, I recently built a computer with a Gigabyte motherboard and was very impressed with both build quality and resonable customer support which was only needed because I couldnt find the drivers for the onboard raid on the provided cd. Cheers

ihringert

Yes, I've had very bad experiences with Asus tech support also. One more thing on the post reporter, if you have a sound card, don't plug your speakers into it, use the jacks on the Mobo.

Wrong thread....sorry.

mickey4paws

The only board I ever had problems with was an MSI, and my experience with their tech support was very good.

mark3567

Hi,

Can't disagree with much that has been said. However, the moral of this story is that ASUS still makes the best boards, but in case you have a problem, it might be best to purchase from a reliable vendor who will take the board back and deal with ASUS.

skytop

My experience with Asus has been pretty good.
I call them, wait about 3 to 5 minutes and then a knowledgeable tech gets on. They sought of rush you a bit, but the techs I have spoken with have been on the ball on on target. They have a strictly enforced 10 minute limit per call, though.

I used to use Abit. Now there is a company that is impossible to get any kind of support from. Truthfully, Asus is at the top of the mobo crowd for service.
They are dealing with many, many people, many of which are not technically skilled. They must help many people and are apparently doing a decent job.

HogDog

Guys,

I've been in the business for a lot of years and I've yet to find a Tech Support organization as poor as ASUS. I still buy their boards because of the features, performance, and build quality.... But I'm constantly looking for a good substitute.

The thing with ASUS tech is even if you can reach someone, odds are their answers are lame, or just plain wrong.

If you are an Asus user... do yourself a favor and look elsewhere for your support needs. As challenging as this may sound, you'll be better off without the added frustration provided by Asus.

JoeMol

All motherboard makers have their bad moments. MBs are hard to make. Things are changing too rapidly and features are becoming more complex.

Over the years I have dealt with Intel, Gigabyte and Asus, amongst others, for medium to large size installations. I have had problems with each manufacturer. Usually they got sorted out fairly quickly. On one occasion Intel swapped a whole batch of boards for higher rated ones to fix a memory problem, and at another time Gigabyte shipped two programmed flash chips from Taiwan at their own expense to fix a dead MB.

The bottom line is this: I have never, NEVER, found an Asus MB which worked 100%. There was always some annoying, unfixable problem caused, I suspect, by sheer carelessness in design or manufacture. This also goes for ASUS display cards that I have used. In addition, ASUS appears to be totally uninterested in their products after they sell them.

The ASUS boards are technically leading edge, but as things now stand I will never buy or recommend another ASUS product again. Life's too short!

Chevy

I deal almost exclusively with MSI, and I can say they are excellent. Their boards come with a 3-year warranty standard (though some dist. will only support 1), and are a snap to set up. Overall a great product.

HogDog

Thanks Chevy.... I'll check MSI out. Appreciate the feedback