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Rant

Unsatisfied with ASUS

Mar 30, 2015 7:45AM PDT

I bought my ASUS laptop less then a year ago. It is an ASUS G550JK. I was satisfied with the speed and power of the laptop but my complaint comes from the hardware and my experience with the customer service.

After less than a year of owning this laptop I have suffered 2 hardware breakdowns. The first was the headphone jack broke which caused me to have to send it in for repairs which caused me to lose work (as this is my business laptop). The second was the mic and camera broke down. Two hardware failures in less than a year is just beyond awful to me.

Their customer service seemed unwilling to give any other solution other than me send it in which would take at least 3 weeks to fix. This was terrible for me as I would lose work and lots of money in doing so.

Anyway, this has been my experience with ASUS products and their service. Needless to say, I will no longer shop with them.

Discussion is locked

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all manufacturers have lemons
Mar 30, 2015 8:10AM PDT

sounds like you just got yourself a lemon. I have yet to read about any computer manufacturers that has never sold a lemon. my horror story is with dell. If you are so reliant on your laptop for your business, then it may make sense to have a backup.

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the major issue
Mar 30, 2015 10:09AM PDT

The main issue I have is that they sold the faulty product and have been unwilling to meet half way to solve the problem. Unfortunately my back-up is now too old to handle the work load. I am independently contracted so all of my hardware is mine. I do not really have the money to afford spending that money as I am right out of college.

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At the office we have spares to cover during repair waits.
Mar 30, 2015 8:13AM PDT

I guess this is a very new business so let's get this out of the way. We must have backups for hardware and our data.
Bob

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Not the issue
Mar 30, 2015 10:07AM PDT

Whether or not we have backups is beside the point. The issue that the product has had hardware failures and that their customer service is unwilling to meet half way to resolve the issue.

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Off to court we go?
Mar 30, 2015 10:12AM PDT

If you can find them in breach of the warranty you can make a claim. But running on a single laptop for a business is a shaky proposition. I think others will learn from your experience.
Bob

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no court needed
Mar 30, 2015 10:16AM PDT

Unfortunately I am right out of college and independently contracted so having multiple laptops is not really in the finances. My back-up is very old and I am pretty sure could not handle the work load anymore. I am just very upset that an ASUS product has had this major failure, twice. Also their customer service is very their way or nothing. I do appreciate your thoughts though and I would love to have multiple laptops, just not in the cards right now

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I do some independent work too.
Mar 30, 2015 10:21AM PDT

In the cheap category unless we pay for upgraded service it's usually a week or more while their do their thing. I see how folk will learn as they go in this arena and wish you the best of luck. Laptops are still pretty fragile things. Nice enough gaming laptop but for business work may be problematic.
Bob

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Understandable
Mar 30, 2015 11:09AM PDT

I understand and like I said I am just really getting into the business. I would have some things I would prefer to do and certain laptops I would like to have. All this being said, it is besides the point. I just wanted to voice my concerns and my experiences with ASUS. Their product I have purchased has been continuously faulty and their customer service does not seem to really offer any range of solutions.

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Sorry to read this.
Mar 30, 2015 11:28AM PDT

While I consider Windows to have some glaring faults I can only offer that our office experiences have been very positive. We can break them but not one has arrived or burnt out sooner than expected.
Bob

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I dont understand
Mar 30, 2015 12:10PM PDT

I do not have any issues with Windows. I apologize but I do not understand your comment

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I've broken Windows before I broke any laptop.
Mar 30, 2015 12:32PM PDT

Or had one break down.
Bob

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The point is
Mar 30, 2015 11:11PM PDT

I do appreciate your comments. Again though, the point is people should have a reasonable expectation that the product they bought will not break down. Especially twice and one instance after it has already been repaired. They should also expect that the customer service of this company would make some effort to help resolve the issue rather than make a way that only meets their needs.

Again I appreciate your comments and I would love to do some of the things you recommended but that is not in the cards right now.

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Reality is?
Mar 31, 2015 2:35AM PDT

All the tech, cars and such around us are not that reliable. As to the service the companies are only giving extra effort when we pay them. Customers expect better.

I wish I had a way to help you find a better way but you are living what I see going on in the tech world. The only way I've found and what we do at the office mitigates the issue.

-> As to the headphone jack, I've yet to find one fail on its own. There is a small USB audio replacement we offered at times to stand in when repairs cost so much.
Bob