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Asus UX51VZ-IS71T: Question on Asus Support?

  1. #1

    Asus UX51VZ-IS71T: Question on Asus Support?


    Summary:

    I am putting this in the general forum section, and please bear with me. I had posted earlier a thread about my Asus Ultrabook backlit keyboard not illuminated. Thank you all that have responded to that post, but nothing worked. I ended up sending in my Asus for RMA and warranty repairs.

    Here is where the fun starts. I first made my case with Asus and they informed me that my Serial Number was invalid. I told them that it is wrong as I bought the Laptop from MemoryLabs.com, which is a Certified Asus Re-seller. It even posts their name on their website in "Where to Buy Asus".

    Please do not take this as racist or anything derogative, but the Asus support staff are all located in India, and there is no way to talk to a person in America. The repair facility is also contracted out to a company called BizCom in Milpitas, California. Now, the men and women who work at the support center in India do their best, but to my understanding, they are a separate company working to just take calls. Same with the BizCom company, which they are great, but again contracted so there is nobody who works for Asus or knows Asus's RMA system.

    My laptop has been sitting at the repair center with no updates from Asus. When I contact the support center directly, they said the Serial Number was Invalid and that they had to talk to Asus about the warranty service. I though Asus already fixed this when I sent them my Invoice of the Laptop and that it was a certified Reseller?


    My Question:
    Has anyone ever had this experience with Asus before?
    Is there a number to talk to someone in America?
    What would you do in this situation, as this is my first RMA service and unaware of what is normal?

      My System SpecsSystem Spec

  2. #2


    Sydney, Nova Scotia, Canada
    Posts : 6,490
    Windows 10 Education 64 Bit


    I had correspondence with ASUS via e-mail. It was a while ago now, I think it was a link on their web site. It was a waist of time really. I wasn't impressed. Replies took forever and the answers seemed to be scripted responses. I eventually just gave up asking any more questions. My issue was with creating recovery media. At that time there was no way of creating a recovery disk set in Windows 8.0. The utility I was referred to only worked in Windows 7. It became a non issue when I put an SSD in my laptop and did a clean install of 8.0.

    Most of those contracted out call centers go by a flow chart. Ask this question, if the answer is yes, take this branch, if its no, take this other branch. The person asking you the questions may have no technical background at all. As soon as you say I don't know, your basically screwed. Assuming you can actually understand what they are saying. I'm not racist, but I don't think its unreasonable to be able to talk to somebody that is fluent in my native language. It seems to be the luck of the draw sometimes. I've had some that I could understand easily, and some that were almost impossible to understand.
      My System SpecsSystem Spec

  3. #3


    Just to keep this thread updated for anyone who is dealing with Asus Customer support, I finally got Asus to fix my computer. They have started the repair process, but it is unfortunately Christmas Week so I will not get it back until after the New Year I am assuming.

    Here is a rundown of how the Support service is going from Start to finish:

    11/20/2014
    • Recieved "Refurbished" laptop from MemoryLabs, and Asus Certified Reseller.
    • The backlit keyboard did not work, as well as the ambient light sensor. Also, the rubber feet were falling off the unit. I might also add that the screen bezel was loose and I had to apply pressure to make the screen stick to the lid.
    • Was upset as I spent $1,000 for this Refurb laptop.


    12/1/2014
    • After finding my own replacement laptop to use during repairs, I Notified Asus Support, and was told I do not have a warranty on this laptop. Did some research and was baffled that Asus would say I don't have a warranty even though on the box, and paperwork, an website suggests otherwise. I have read this happened before to another person, and I am assuming it's a way for Asus to not honor RMA work hoping people fall for it.

    12/3/2014
    • Asus denied RMA as Serial number was invalid. Again, read that this happens to many people, and that their RMA is invalid and the laptop shipped back to them with no repairs done. Worried at this point.

    12/6/2014
    • After fighting Asus for three days, they created an RMA

    12/8/2014
    • Shipped the laptop 2-day shipping USPS for $40

    12/11/2014
    • The Asus Service Center FAILED TO SIGN FOR PACKAGE (Delivery Attempt next day)

    12/12/2014
    • Called Asus service Center and explained my package was arriving and that they need to sign for it.

    12/12/2014
    • They finally signed for the package and it was in their possession.

    12/16/2014
    • Laptop status not updated. Called support and They didn't even know if they had my laptop.

    12/17/2014
    • Called support again, they confirmed they finally had my laptop. Expedited my case. Told me my laptop would be worked on first thing in the morning for a "2 - 5 day turn around"

    12/18/2014
    • 48 Hours passed and no status update on my Laptop. Called the Service center directly. They said my Serial number was invalid. I then called Asus support and had a big temper tantrum that my PC has been gone for a month and isn't repaired. They said they would have it worked on ASAP for a quick turn around, and reassured me that my serial number was validated.

    12/19/2014
    • Asus FINALLY BEGAN TO FIX MY SYSTEM... AFTER 19 DAYS OF INITIAL RMA REQUEST. UNACCEPTABLE.

    12/23/2014

    • Contacted Asus Support to check the status of my laptop, and he said they have been waiting since the 19th for parts. He said as soon as they get parts they will repair the laptop. this means Asus does not have parts on site for their repair facilities. EXPECT TURN AROUND TO BE ABOUT TWO WEEKS ON AN RMA AFTER THEY RECEIVE PARTS. I expect Asus's average time from Customer shipping it to them, to having the laptop back in their hands to be about 1 - 2 months.


    1/8/2015
    • Asus fixed the computer and finally shipped it back to me. They reinstalled Windows wrong in "Legacy" mode, so I had to reinstall it myself. They fixed everything, but they had gotten I believe Banana or old bread dried and crusted on my laptop lid? I thought it was strange.
    • I will NEVER do Asus RMA again. I'll just return it to the seller. You should do the same.



    Here is their Service Center's Direct phone number. It is a small company called BizCom and it is contracted out. Asus support sucks I might add.
    • 408-262-7877
    • 1171 Montague Expressway, Milpitas, Ca 95035
    Last edited by YoloWaffle; 09 Jan 2015 at 11:58.
      My System SpecsSystem Spec

  4. #4


    I'm afraid that in last couple of years Asus have slipped badly in customer support and although they still have excellent products, QC slipped too. Had a problem with an Asus monitor and it's speakers my friend had. Asked me for help. After many runarounds with local dealer and certified service, even regional Asus office I was inclined to chalk it off on account it's in Balkans only but checking around on different forums I found that it's practically world round. Two month it took to get new monitor because this one could not (or they would not) be fixed. Only after contacting certain individual at Asus main office it did get resolved.
      My System SpecsSystem Spec

  5. #5


    Sydney, Nova Scotia, Canada
    Posts : 6,490
    Windows 10 Education 64 Bit


    I have no complaints with the quality on the hardware I have, but yes their tech support sucks big time. Luckily for me my tech support request just dealt with a software issue, one that I resolved on my own. I really do like the hardware so I'll keep buying it. From other posts I've seen some of the other OEM's aren't much better so I'm in no hurry to switch brands just because of my one bad experience.
      My System SpecsSystem Spec

  6. #6


    Quote Originally Posted by CountMike View Post
    I'm afraid that in last couple of years Asus have slipped badly in customer support and although they still have excellent products, QC slipped too. Had a problem with an Asus monitor and it's speakers my friend had. Asked me for help. After many runarounds with local dealer and certified service, even regional Asus office I was inclined to chalk it off on account it's in Balkans only but checking around on different forums I found that it's practically world round. Two month it took to get new monitor because this one could not (or they would not) be fixed. Only after contacting certain individual at Asus main office it did get resolved.
    What is Asus's Main Office phone number anyway? I always get connected to India. Nothing against them, but the Asus Call Center in India is garbage.
      My System SpecsSystem Spec

  7. #7


    Quote Originally Posted by alphanumeric View Post
    I have no complaints with the quality on the hardware I have, but yes their tech support sucks big time. Luckily for me my tech support request just dealt with a software issue, one that I resolved on my own. I really do like the hardware so I'll keep buying it. From other posts I've seen some of the other OEM's aren't much better so I'm in no hurry to switch brands just because of my one bad experience.
    That's the sad part... I don't want to buy Asus products after this bad experience, but they have great quality and value. I will probably be happy when I get my laptop back and will forget all about this... until I have another problem and have to send it in...
      My System SpecsSystem Spec

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