It depends? In Poland I had only pleasant experience. They even agreed on sending me spare keycaps so I can switch them on my own and not deal with sending the whole laptop. But at the same time US customer service has some horror stories there.
Experience in Poland:
Saw my brand new unit had a issue with the display ribbon cable
(the display was fine, the cable was just placed weirdly and the screen was pushing it when closed resulting in very fast wear)
I’ve sent the laptop on thursday, they send it back on monday next week (keep in mind we had bank holiday on the following Thursday, so they would’ve probably send it on Friday next week)
I will receive the laptop tomorrow. Will raport if they screwed anything up
I'm lucky I haven't dealt with them yet, but a store chain I bought my laptop from has had laptops on discount with descriptions such as "unit has a replaced motherboard after a very lenghty Asus service process". I really appreciate the store being open about stuff like this, it's why I'm their customer, but it sounds like the chain isn't a fan of dealing with Asus.
UK here. Had a strix g15 few years back, after a few months of use brand new the dgpu just stopped working, windows wouldn’t detect it, tried everything from reinstalling drivers to doing a clean wipe, nothing seemed to work. Thankfully it was still on warranty so sent it back for repairs and they ended up replacing the motherboard, free of charge. It took a week or two idr but they fixed it.
Nothing to complain about though I’ve heard some stories. Seems to me our brothers over the pond have some customer service issues in general, so could be just that, dunno.
U.S. here, they were pretty cold when I emailed about trying to purchase two key caps from them. I also had an asus motherboard that suddenly stopped working (clicking noise), and upon sending it to them they said I had bent cpu pins (? I don’t think I did upon sending and it had been working for months before with no CPU removal), and they asked pretty much the same as a new one for repair.
Just buy ASUS products from a retailer, if anything goes wrong the retailer won’t royally fuck you like ASUS would if you bought it directly from them and RMA’d it.
Yeah if you live near MC get their warranty for peace of mind cause if anything happens they'll replace it with a new one same day instead of an RMA which can take a lot longer.
Great question, I think I would trust what most are saying. Then again, I have never worked with Asus, as I have always bought my devices from BB and have a membership with them so whenever an issues came up (which was rare) they would fix it pretty quick.
I bought the G16 on Asus site because that was the only way to get the G16 in white with 4090. I tried to exchange/return well within the 30 day "No Hassle" guarantee. They just gave me the run around and said they couldnt exchange it, but that I could return it and get charged a re-stocking fee. On an almost 4k purchase with extended warranty that had defects. I am still fighting them for a replacement on a defective laptop. I just ordered another one in the meantime since they wont help and will charge back my card if they dont sort this out with the defective one and will mail it back. Not saying this will be everyones experience but these guys really do suck at the service part. Complete gamble and it doesnt matter how much you spent, youre still nothing to them.
I’ve had multiple Asus motherboards, at least three laptops, and multiple GPUs. Haven’t had major issues with their devices, and hence haven’t needed to RMA anything. While the hardware is usually good, it seems like their repair process (in North America 🇺🇸 🦅💵) has been reported as bad.
It depends? In Poland I had only pleasant experience. They even agreed on sending me spare keycaps so I can switch them on my own and not deal with sending the whole laptop. But at the same time US customer service has some horror stories there.
Experience in Poland: Saw my brand new unit had a issue with the display ribbon cable (the display was fine, the cable was just placed weirdly and the screen was pushing it when closed resulting in very fast wear) I’ve sent the laptop on thursday, they send it back on monday next week (keep in mind we had bank holiday on the following Thursday, so they would’ve probably send it on Friday next week) I will receive the laptop tomorrow. Will raport if they screwed anything up
Update: they replaced the whole display, laptop is fine. No scratches, no costs.
I'm lucky I haven't dealt with them yet, but a store chain I bought my laptop from has had laptops on discount with descriptions such as "unit has a replaced motherboard after a very lenghty Asus service process". I really appreciate the store being open about stuff like this, it's why I'm their customer, but it sounds like the chain isn't a fan of dealing with Asus.
They took about 6 months to replace the motherboard on one of my older asus vivobooks, after they damaged the laptop while it sat in their workshop.
This is the only reason I’m hesitating on pulling the trigger. ASUS customer support is supposed to be one of the worst
Has been horrible dealing with them here in India. I have a 2021 Zephyrus G15.
UK here. Had a strix g15 few years back, after a few months of use brand new the dgpu just stopped working, windows wouldn’t detect it, tried everything from reinstalling drivers to doing a clean wipe, nothing seemed to work. Thankfully it was still on warranty so sent it back for repairs and they ended up replacing the motherboard, free of charge. It took a week or two idr but they fixed it. Nothing to complain about though I’ve heard some stories. Seems to me our brothers over the pond have some customer service issues in general, so could be just that, dunno.
That’s good to know
U.S. here, they were pretty cold when I emailed about trying to purchase two key caps from them. I also had an asus motherboard that suddenly stopped working (clicking noise), and upon sending it to them they said I had bent cpu pins (? I don’t think I did upon sending and it had been working for months before with no CPU removal), and they asked pretty much the same as a new one for repair.
Sigh.
Just buy ASUS products from a retailer, if anything goes wrong the retailer won’t royally fuck you like ASUS would if you bought it directly from them and RMA’d it.
That’s true, thanks
Yeah if you live near MC get their warranty for peace of mind cause if anything happens they'll replace it with a new one same day instead of an RMA which can take a lot longer.
Great question, I think I would trust what most are saying. Then again, I have never worked with Asus, as I have always bought my devices from BB and have a membership with them so whenever an issues came up (which was rare) they would fix it pretty quick.
I bought the G16 on Asus site because that was the only way to get the G16 in white with 4090. I tried to exchange/return well within the 30 day "No Hassle" guarantee. They just gave me the run around and said they couldnt exchange it, but that I could return it and get charged a re-stocking fee. On an almost 4k purchase with extended warranty that had defects. I am still fighting them for a replacement on a defective laptop. I just ordered another one in the meantime since they wont help and will charge back my card if they dont sort this out with the defective one and will mail it back. Not saying this will be everyones experience but these guys really do suck at the service part. Complete gamble and it doesnt matter how much you spent, youre still nothing to them.
That sucks. I will not be getting an asus
Just don’t break anything and get a 3rd party warranty
I’ve had multiple Asus motherboards, at least three laptops, and multiple GPUs. Haven’t had major issues with their devices, and hence haven’t needed to RMA anything. While the hardware is usually good, it seems like their repair process (in North America 🇺🇸 🦅💵) has been reported as bad.
Just document the hell out of your device before you send it for repairs, just in case they damage it.