The device in itself is nice. But the company has a very bad service.
1) For my Zenfone 3 FOTA update service was cancelled after one year, without any information, and when I requested feedback from support they did not answer.
2) Now, with a cracked display, I have to find that
a) no local repair service is able to replace the display (no parts available)
b) Asus' own repair service (RMA.asus.de) has an inacceptable, lengthy, complicated, and expensive service: you have to send in the device, pay at least 50 EUR to get a quote for the repair, if you do not want them to repair it, and they could not tell me over the phone what an exchange of the display would cost. In order to get that information I had to make one hour of phone calls, where I was told over and over to just send in my phone, and then follow whatever RMA tells me or wants me to pay.
Review by FraserHobday3 weeks ago
I've had on-going issues with my laptop, laptop #1 - stopped charging on left port, sent it off to ASUS warranty team and it came back in a worse state than it left in (not charging + rattling + mouse broken). I sent it back and 6 weeks later came back still not fixed. Contacted ASUS Corporate and they agreed to replace... so replacement laptop arrives... same issues appears so I contact them - now they are just telling me the replacement laptop is out of warranty since it only had 90 days on it - but are graciously willing to take it back for the 4-6 weeks an fix it again. So I'd need to wait another 4-6 weeks (on top of already being without a product for 3 months!).
One of the worst technical teams I think I've dealt with.
Review by Keithbottomley4 weeks ago
Their laptops are pretty thin, it makes them sexy, but fragile. Mine was aleeady broken twice, so wouldnt really recommend them, especially since I really take care of them well, and it just broke one day with no reason..!
Review by Westlake4 weeks ago
DO NOT BUY ASUS PRODUCTS! Like the many other consumers who have posted cautionary reviews regarding Asus I also want to alert others who are considering their products. I purchased two monitors for my son's gaming system. Both monitors cost over $300 each. I purchased two of the Asus Rog Strix AS XG27VQ BK/5MS/NA. I found very quickly, within nine months that these monitors are of very poor quality. The screen scratched very easily. Damage WILL occur and you WILL lose the money you paid for the equipment. Their customer service is horrible. They send these three page, small font, emails with so many details and instructions that you must follow strictly to get support and service. Who has time for that? The customer experience is absolutely the worst! These emails are obviously designed to discourage consumers from seeking repair or replacement of defective product. It's unbelievable. I have never in my over 50 years of purchasing products and equipment experienced this type of treatment. And they will do it with great politeness, but you will get NOTHING from them in return. PLEASE, take your money and buy from another company, ANY company other than ASUS. They sent me a quote to repair my monitor that nearly equaled the original purchase price. This fiasco started when I was first told that my monitor was under warranty, by the first Asus rep I spoke to. A second rep told me it was not under warranty. When I showed them the email from the first rep stating that it was in fact under warranty this second rep agreed, but said that the damage was not under warranty. Listen, I understand that a company cannot warranty all damage to their product. But, I'm telling you this monitor is of such poor quality. You must handle it with great delicacy or it will fail. Check out the picture. We were moving the monitor, placed it on the floor of our mini-van. Face down, to protect it. There was nothing around it. We were careful. I have moved my own personal computer equipment several times, not being as careful as we were with this monitor and I have had no problems. Wish I would have done more research. That is on me, I should have known better. I talked with reps in a large electronics store in our local area and I trusted their opinion. I have always had good luck with this store. But, not this time. All I can tell you is that this has been going on for over three months and now I learn that they want to charge me $332.50 to repair the monitor. Read the reviews from others just like me. The equipment is cheap, it will not last. You will be WASTING your money. Run, run fast, away from Asus!!!
Review by Nopphon4 weeks ago
Don't buy an ASUS Laptop, the casing on the hinges by gaming slim design, break easy, and Asus do not accept to repair, also under normal conditions in tropical areas indoors after 1 year the components start to misbehave and eventually after one year decease and warranty does not accept this. STAY AWAY from Asus products they are not durable, and considering they cost over 1000 USD and only last one year... This company should be dealt with and taken down...
Review by Leegore4 weeks ago
I just bought Asus motherboard, graphics card 2080 and watercooling ... I install Asus Aura and then it goes wrong. The program is not working and I am trying to find a solution on the web. All that Sh ** you have to do just to make it work. Other recommend that you install other programs, help delete ALL the files from aura and more.
This is making me crazy, and now the light is also turned on, even when my computer is off !!! ...
Asus knows it's been a problem for a long time!
It dont think they will fix it anyway. I'm going to get my money back tomorrow!
Review by Esmée1 month ago
Last year I bought an ASUS gaming laptop. Now I have to admit that it wasn't for gaming but more to have enough power to use Adobe suite for video editing etc. It was my second ASUS laptop. The first, unfortunately developed some issues after around 18 months but I put it down to bad luck.
This laptop was a big purchase financially for me, at the time as I needed something I could use on the road. I did a lot of research and the spec was very decent for what I required.
After around 10 months the trackpad started to fail. I had also unfortunately accidentally damaged the hinge (dropped my rucksack).
I reached out to tech support who arranged for the laptop to be collected very swiftly and they diagnosed a faulty trackpad and broken hinge. The hinge was of course out of warranty and your third party repairer Letmerepair (Uk) provided me with the quote of around £30 to fix that. I was very happy to proceed. They told me that the MAXIMUM tunaround was 30 days (which, having worked in repair centres myself seemed a LOT; 5-7 days was standard where I worked.
I was leaving the country for work/travel (where I needed to edit some videos) in around a month so I thought well at least it will be with me when I fly in the worst case scenario.
I bought myself a cheap laptop for everyday use in the meantime for when out and about as the ROG unit was my main device. Much lower spec and no real good for editing.
Of course as it was just the trackpad and hinge the HDD didn't really need touching (though I bought an external HDD and backed up my data just in case).
This repair turned into a calamity of problems. They were either waiting for parts or had "found a new issue" that when it was starting to look like it might ship something new came up. The system was received on 24/7/19 and my flight was on the 31/8/19. The unit eventually shipped on 12/9/19 (so approximately FIFTY! days turnaround). I had so much stress during this period chasing letmerepair, and ASUS directly as I really needed the laptop before I left! I had asked them to send me a replacement system instead because it was crucial that I had a powerful enough laptop
I made a complaint through the ASUS tech phone line after one of my chase up calls but nothing has come of it hence me writing to you now.
When I returned to the UK the laptop was indeed repaired. It had also been wiped for no reason (as there was no issues with the HDD) even after they asked me to sign a form authorising them to access the OS which I granted immediately!
To make matters infinitely worse, after a couple of weeks one of the two GFX cards has developed some kind of fault and now the screen doesn't work properly at all; everything is coming up totally pixallated from boot and colours are off its TERRIBLE; absolutely unusable.
Of course If I had received it back in time it may have been in warranty still but now it's not!
So now I have two effectively dead ASUS laptops. The first I put down to bad luck. The second is all the problems I had which I showed you that made me unable to edit video on my trip and based on my experience with their third party repair company there's no way I think I should send it to them.
Review by Jeda Teichmiller1 month ago
paid top dollar for a Asus touch screen laptop. after only having it 6 months laptop does not turn on or charge. In order to send it back to be fixed under warranty, Asus requires me to pay for packaging and shipping......
Review by Dyane1 month ago
Firstly, I have asus pro gaming motherboard and asus gtx 1070 on my PC. Have no complain at all and thought that I'll be loyal to this brand since I used to believe they provide high quality product that's why I don't mind to pay a little more compare to another brand.
That's what I thought, until the issue i had recently totally changed the whole experience and my trust to this brand.
I purchased Asus ROG G531GV-I7R6S1T Scar III Gaming Laptop for Rp. 29.6 mio ($2147). After two weeks, the laptop can't be turned on except being plugged.
I asked one of my family member to bring my laptop to Asus Service Center (Indonesia - STC Senayan) and it had to stay there for 6 days. They told me they are going to call me if the laptop is repaired and ready to be picked up, but they didn't.
I called the CS and asked if my laptop is repaired. They said if it is ready, and explain that they replaced the motherboard and battery.
So during my lunch break, i went to STC Senayan (it is about 30 mins from my office) and holy molly, the queue was so long. They have 3 counters but only have 2 staffs. I clicked the button for "pick up" and was surprised that I have to queue with those who want to service.
I have only 30 mins left before back to office. With those queues, at least it will take 2 hours. I tried to talk with the staff see any possibilities to ship the laptop to my place, or I order the delivery service to pick up. They are impossible. I have to pick it up myself. So i went back to office empty handed because I can't wait that long.
Seriously, Asus didn't care about your problem. They expect me to waste my time for hours just to pick up my laptop. They show no empathy how to treat their customer. This is such a shame. This experience really change my perspective about Asus, how they treat their customer. This is not what I expected spending thousands $ in return.
I wouldn't recommend this brand or purchase any product from Asus again. Make sure you get the good product not the defect one, otherwise, you better have a lot of free time to queue just to get your laptop repaired and picked up, or ask someone who has time to do it for you.
Review by Rafiqa1 month ago
Paid for a Zephyrus GX701GWR and got a Levono yoda instead. Very uncooperative UK customer service.
Review by Shesheann Hiiro1 month ago
Bought a thousand pound ROG Zephyrus GA502 and I can't remove the SSD or WIFI card screw at all. Asus Support says its hardware related but that it doesn't know how to fix it nor do they want to replace it or offer me any compensation toward the defective item. The screws are legit stuck in the laptop and Asus Support says they shouldn't be and that I shouldn't try to if it could cause damage but at the same time they are giving me no other options to pick and overall the customer service I am receiving it not on par with the £1000 I spent on their item.
Review by Adamstree1 month ago
If you want to pay 1,000 and have a solid laptop for 4-6 months go for it! If not avoid, bad quality, screen went bad after only 3 months started not turning on and several other issues that conveniently enough are not included on the warranty
Review by JohnBooth Mcburnett1 month ago
Unfinished and broken software, applications don't work, updates delete your applications? Website does not work. Never in my 60 years have I have encountered so many problems from a company's products. For 2k, I would expect programs to work, and ASUS ROG to have any sort of help online. I wish the best for them, and hope they can step up their game.
Review by Mrijke1 month ago
I bought a re-man chrome book from them with a 90 day warranty, a couple months before my wifes birthday and with that a month left on the warranty. The thing would only work for maybe 15mins before the internet cut out and the only way to fix it was to restart each time. She doesn't use it much and I called several times and it would work for maybe 15-mins and do it again. Then I call a week after the warranty and they say I could of sent it in but didn't so to bad? They never made that an option before but now what money to fix it right?
Review by Maritchel Derrow1 month ago
Bought an Asus motherboard +Intel processor -combo because of promised cashback. No sign of the cashback-money thought the application is ”approved” by Asus. Asus cashback is a ripoff? I quess should have bought a Amd/Msi -combo...
Review by Yarui1 month ago
I need to give 0 stars. I bought a gaming laptop for my son and 5 months later the space bar fell off. My son is super careful with his stuff and the laptop is in immaculate condition otherwise. I contacted the website I got it from who diverted me to Asus customer services. What a waste of time and effort that was. I sent pictures of the broken keyboard and of the whole laptop to show what good condition it's been kept in. Almost immediately I got a response saying it wasn't covered under the warranty! How can this be. Warranties cover keyboard issues for every single laptop manufacturer? Why are Asus different? All I can say is NEVER AGAIN!!! I will be taking this further. DO NOT BUY ASUS PRODUCTS!!!
Review by Mattheuss Zubrzycki1 month ago
This company not deserve single star also.
Very wasted company I had experienced. I will suggest every buyer please don't go with product.
Review by Islahuddin1 month ago
If you are reading this, try not to buy from ASUS because of its poor customer service. Every company is eager to get your business but what counts for me is the service beyond the initial purchase. ASUS has failed miserably, in my experience. Being burnt once is enough for me to learn my lesson.
I wrote a review on Dec 23, 2019 related to my laptop being repaired by ASUS, As of today, I still don't have my laptop. I have been in constant contact with ASUS support folks and they dread getting a call from me. Their system does show that payments were made for my repair but the issue has to do with PayPal and I am stuck in the middle. I asked ASUS to ship my laptop to me COD but was told that it's not possible. It is incredulous to me that a large company such as ASUS has no 'power' to correct an issue with its vendor such as PayPal.
ASUS eService has resent the invoice to me several times. Every time I accessed the payment portal I received an authentication error that the invoice has already been paid. I have provided screenshots to ASUS but no one seems to know what to do.
I have reached a point where I don't want my laptop anymore. In additional to the original purchase price, I paid $65 for the diagnostic. I will write this off as 'life lesson'. I am getting myself another laptop from Dell which has, based on my personal and work experience, excellent customer service.
Review by TheyCallMeDatGuy1 month ago
I bought ASU’s zen in Hong Kong 2 years ago, they asked me for 300hkd to check the screen not working, but did not guaranty they could repair it as they don’t know if they have the spare part, I took it to another comun repair chop and they say I’ll take them 2 weeks to order the part from Asus,.... I’ll never buy the brand ever again!!!
Review by Itzo Yueqi2 months ago
I've been going to the repair shop for 5 months now, and they are refusing to give me money back... laptop's giving BSOD errors regularly, and they are stating that my device has no problems
Review by Rexstrew2 months ago
Fake Promotions, service is horrible 0 star. They will waste your time and not help.
Stay away, always pay little bit more for a good company rather go with time wasters.
As IT Engineer, would honestly suggest do not buy from them.
Review by OlaK2 months ago
Even when face with their own mistakes ASUS won't even admit their wrongs and make you pay for it. That is unbelievable. I wasted hours on end trying to argue with them (for a month), but nothing in the end, not even a compromise. "ASUS is always right"
Review by Rayvunous2 months ago
Asus is unethically claiming through their commercial propaganda router advertising specs and functionalities that fail from the box/new (exchanged 3 different units of this product) none functions as intended 100% and still not fixed despite warranty:
- Guest network fails persistently to work;
- the media bridge connection to another Asus router fails intermittently;
- the overall main Wifi becomes intermittently unstable and can only be fix be restarting unnecessarily the router
- despite providing lots of logs, screen snapshots and detailed descriptions the technical support did very little other than keep trial & error replace the unit with another one to no avail
Review by Jennifer Jones Stegemann2 months ago
tl;dr Asus said they would replace my motherboard but instead broke it. They refuse to help. Their support people are incredibly rude. Their actions are in violation of consumer law.
I had a motherboard fail within the warranty period. Due to my Mum's cancer treatment, I did not immediately pursue a warranty claim. A few months later when my Mum's condition had improved, I started a claim. The retailer refused to help because it was now a few days outside the warranty period.
I contacted Asus' RMA department who said they would replace it as a special warranty case. I mailed it in at my own expense and a few weeks later I got it back. I tested it out and found it was in worse condition than when I sent it in. The only communication I received was a nonsensical note taped inside the box which cut off mid-sentence.
Asus RMA team rudely denies the damage, blaming me for it, or saying the damage they caused doesn't matter because it didn't work when I sent it in and it doesn't work now so there is no difference.
After several months of enquiries, a support agent said my case would be escalated. For some reason the support team could not escalate my case and I would need to contact the RMA department. The RMA department refuse to escalate the case or do anything to help.
On the occasions where support or the RMA team actually reply (they frequently do not reply at all) their responses are dismissive, ignore the issues raised in my enquiries, are rude, and some representatives can barely even speak the language of the countries they provide support for.
If I could give a 0-star review our negative-star review, I would. Support is unbelievably terrible.
Review by Ariberto2 months ago
DO NOT BUY FROM ASUS.the worst customer service I have ever experienced. Recently had a fault with my pg279q monitor which was under warranty. I was informed that it could be replaced and that a new monitor was being delivered and they where to take my old monitor, this to be fair was quite quick. the ‘new’ monitor that was sent was deeply scratched across the stand, the monitor screen itself was scuffed and no cleaning will get it out, the backlight bleed is on another level as it looks like someone has tried to prize open the sides in an attempt to cowboy fix it in the past. I am now being ignored on all emails and even the phone operators keep washing there hands of any responsibilities, to the point one just remained silent as he didn’t have a solution. I’m starting to think I should of just binned the product and bought from a reputable company. One star is to good for ASUS