03-14-2015 06:36 PM
03-14-2015 06:50 PM
03-28-2023 12:58 PM
I have recently had the exact experience as Xenocrates except I initiated my complaint in an email. They responded with an RMA #. I sent the motherboard in, and received a new one in return. Just to add something strange, The serial number of the new motherboard that I received ended with 00001
I have supported Asus hardware since '95.
03-15-2015 08:00 PM
03-16-2015 10:40 AM
03-17-2015 11:33 AM
03-28-2023 11:34 AM
I, likewise LOVED Asus products, and was a staunch supporter of them.
I worked in Computer repair at the time, meaning all of my customers got recommendations, and completed Asus products by my advise.
I too have noticed their support has gone down hill, and is abysmal, as has my prior employer.
You see, I started in computing when I was in highschool, as a co-op position at a local computer repair shop. This repair locale, provided me with all of my initial skills, AND my initial vendor loyalty; You see, my employer was a staunch supporter of Asus products, and loved how their products lasted so long, in comparison to competitors, and also provided value-adding ease to support. I remember very few Asus products I had to support, and each of them were clearly user-errors, like spilling a drink on top of their computer, or using the computer where it would certainly collect dust (saw mills, etc.) which speaks to their quality.
I decided at that point to only utilize Asus products in my own capacities, and started a computer business of my own, which built Asus-boarded computers.
I too, have noticed how their support has moved from superb, to OK, to mediocre, to abysmal. Just over the past 5 years, I had a problem with my motherboard, which required replacement, as one of the chipsets, related to RAID arrays for the M.2 slot, was not working as intended, so I made a ticket, and then I had to get my ticket escalated to have it serviced, then I got it to the correct department, then I began working with support and they kept heckling me, in a vain attempt to find another vendor as a scape goat, as I had Gigabyte RAM, an AMD CPU, and Samsung SSDs, and a Gigabyte graphics card, at-the-time.
Suffice to say, after my repeated 'suggestions' that it couldn't be issues with any of my components, because it was a data issue, in particular with the raid array and the M.2 drives being used, after insisting for a few weeks they 'discovered' an inadequacy in their firmware, which was corrected with the next bios update.
I provide this, to motivate you to continue in your attempts to find aid, and to provide a gleam of hope, that their is light at the end of the tunnel; You just need to dig through a lot of junk to get their.
My improvement suggestion is for Asus to either respect their customer's knowledge, time and effort, and provide aid more easily, or to write up a rationale for their support methodology, such that ulterior vendors can no longer utilized as scape-goats.