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Thread: Customer Service Lacking

  1. #1
    Soundwave
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    Customer Service Lacking

    This is my first and most likely my last Asus product. My TF300T just stopped working on Feb 6. It had a full charge in the morning. I pulled it out to use in the afternoon and it was off. This has happened many times before for about a year, but it would usually start right back up. This time nothing, no lights, plugged in, tried every trick in the book to restart. I called Asus support, told him my isssue and he said it would cost $92 to repair. I RMA'd it and shipped it the next day. They received the tablet on the 12th. On the 18th I called and was told that I should have received an email with the quote. I did not get the quote until today. It was for twice what I was quoted when I first called. This is unacceptable. when you tell someone a price you should stick with it. I was NOT told it could be from $92 and up. I got the run around for 3 days this week trying to find out the issue. I kept being told that they were going to contact the relevant department and get me the info.
    How can you expect me to pay $200 for a repair that comes with no warranty on the NEW parts you put in my tablet. It would be stupid of me to pay that much, when I can go out and buy a new tablet for a little more with a full warranty. Not to mention that this tablet only lasted 15-16 months.
    This is not good customer service. The Money is not the issue here. It is being missinformed and not honoring what you tell a customer. I work in the customer service field and this is how you lose customers, not retain them. I do not like being misled.
    There is just too much competition out there to not take care of your customers. This is my first time I have had to work with Asus customer service on any of my products I have purchased from you. This pretty much guarantees that I will not be buying any more Asus products in the future.
    And I am willing to bet you will delete this post too.
    eejit likes this.

  2. #2
    Senior Moderator Meritorious
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    Quote Originally Posted by billmcm View Post
    ...There is just too much competition out there to not take care of your customers. This is my first time I have had to work with Asus customer service on any of my products I have purchased from you. This pretty much guarantees that I will not be buying any more Asus products in the future.
    And I am willing to bet you will delete this post too.
    Bill, I am really sorry about your dilemma with Asus support, you are not the first one to complain about it. This forum is in no way connected to Asus, we are owners of Asus devices who meet to discuss topics related to our devices. The moderators are all volunteers who try to aid the members and keep the forum free of spam and family-friendly. As I have already stated, this is not the first complaint that we have had about Asus support, but on the other hand, we have also heard from satisfied customers. It does seem that if a device is "dead," and out of warranty, it is usually best to replace it, rather than attempting to fix it. I hate to admit it, but from everything that I've experienced, Android's main competitor (think fruit), does have superior customer support. Both companies have their pros and cons, and each consumer has to evaluate their priorities and decide which route to take.

    All this being said, does Asus still have possession of your tab? Perhaps if you get it back, the forum could help revive it, we have had some miraculous resurrections here!

    P.S. - I thought I would add that if you check other forums related to companies similar to Asus, you'll find similar horror stories to yours!
    Last edited by sculptedstylus; 02-21-2014 at 08:46 PM.
    Swipe, frenziedfemale and eejit like this.
    Asus Eee Pad TF101 (gave to wife); Samsung Galaxy Note 8 phone and tablet

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  3. #3
    Super Moderator & Forum Sleuth
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    ^^^^^
    I had to agree/like both your posts.
    Bill: read soooo many similar customer service complaints & can totally understand your frustration.
    Asus can often drop the ball via communication.

    Stylus: well said.

    ...now, how do we delete this post?!?

  4. #4
    Senior Moderator Meritorious
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    Quote Originally Posted by eejit View Post
    ...now, how do we delete this post?!?[/I]
    .......locked.jpg
    Asus Eee Pad TF101 (gave to wife); Samsung Galaxy Note 8 phone and tablet

    The Master Help Guide http://www.transformerforums.com/for...elp-guide.html
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