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Solved Asus UX51VZ-IS71T: Question on Asus Support?


#1
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 Computer

System One

  • OS
    Windows 8.1
    Computer type
    Laptop
    System Manufacturer/Model Number
    Asus UX51VZ-US71T
    CPU
    Intel Core i7
    Motherboard
    Asus
    Memory
    8 Gb
    Graphics Card(s)
    Nvidia 650m
    Monitor(s) Displays
    1
    Screen Resolution
    1080p
    Hard Drives
    RAID 0 256 GB Gumstick SSD drives totalling 512 GB
    Mouse
    Razer Orochi Bluetooth
    Browser
    Google Chrome
    Antivirus
    Windows Defender

alphanumeric

slightly off center
VIP Member
Guru
Gold Member
#2
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 Computer

System One

  • OS
    Windows 10 Education 64 Bit
    Computer type
    PC/Desktop
    System Manufacturer/Model Number
    Asus
    CPU
    AMD Phenom II X4 980 Black Edition Deneb 3.7GHz
    Motherboard
    ASUS M4N68T-M V2 µATX Motherboard
    Memory
    8GB 4GBx2 Kingston PC10600 DDR3 1333 Memory
    Graphics Card(s)
    NVIDIA Geforce GT640 2 Gig DDR3 PCIe
    Sound Card
    VIA VT1708s High Definition Audio 8-channel Onboard
    Monitor(s) Displays
    22" LG E2242 1080p and 2 19" I-INC AG191D
    Screen Resolution
    1280x1024 - 1920x1080 - 1280x1024
    Hard Drives
    Crucial MX100 256 GB SSD and 500 GB WD Blue SATA
    PSU
    Thermaltake TR 620
    Case
    Power Up Black ATX Mid-Tower Case
    Cooling
    Stock heatsink fan
    Keyboard
    Logitech Wireless K350 Wave
    Mouse
    Logitech M570 Trackball and T650 TouchPad
    Internet Speed
    80 Mbps Down 30 Mbps Up
    Browser
    Internet Explorer 11
    Antivirus
    Windows Defender
    Other Info
    HP DVD1040e Lightscribe - External USB2
#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:

My Computer

System One

  • OS
    Windows 8.1
    Computer type
    Laptop
    System Manufacturer/Model Number
    Asus UX51VZ-US71T
    CPU
    Intel Core i7
    Motherboard
    Asus
    Memory
    8 Gb
    Graphics Card(s)
    Nvidia 650m
    Monitor(s) Displays
    1
    Screen Resolution
    1080p
    Hard Drives
    RAID 0 256 GB Gumstick SSD drives totalling 512 GB
    Mouse
    Razer Orochi Bluetooth
    Browser
    Google Chrome
    Antivirus
    Windows Defender

CountMike

Well-Known Member
VIP Member
Guru
Belgrade , Serbia

Posts
4,664
#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 Computer

System One

  • OS
    Windows 8.1 Pro
    Computer type
    PC/Desktop
    System Manufacturer/Model Number
    Home made
    CPU
    AMD FX 6350Be @4.8GHz
    Motherboard
    Gigabyte GA-990XA-UD3
    Memory
    8GB Kingston 1866
    Graphics Card(s)
    MSI AMD R7 260 oc
    Hard Drives
    Silicon Power V70 240GB SSD
    Kingston V300 120GB SSD
    WD 750GB Green
    WD 500GB black
    Bunch of backup HDDs.
    PSU
    Sharkoon, Silent Storm 660W
    Case
    CM Dragon Tower
    Cooling
    CCM Nepton 140xl
    Internet Speed
    10/2 Mbps
    Browser
    Firefox
    Antivirus
    WD

alphanumeric

slightly off center
VIP Member
Guru
Gold Member
#5
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 Computer

System One

  • OS
    Windows 10 Education 64 Bit
    Computer type
    PC/Desktop
    System Manufacturer/Model Number
    Asus
    CPU
    AMD Phenom II X4 980 Black Edition Deneb 3.7GHz
    Motherboard
    ASUS M4N68T-M V2 µATX Motherboard
    Memory
    8GB 4GBx2 Kingston PC10600 DDR3 1333 Memory
    Graphics Card(s)
    NVIDIA Geforce GT640 2 Gig DDR3 PCIe
    Sound Card
    VIA VT1708s High Definition Audio 8-channel Onboard
    Monitor(s) Displays
    22" LG E2242 1080p and 2 19" I-INC AG191D
    Screen Resolution
    1280x1024 - 1920x1080 - 1280x1024
    Hard Drives
    Crucial MX100 256 GB SSD and 500 GB WD Blue SATA
    PSU
    Thermaltake TR 620
    Case
    Power Up Black ATX Mid-Tower Case
    Cooling
    Stock heatsink fan
    Keyboard
    Logitech Wireless K350 Wave
    Mouse
    Logitech M570 Trackball and T650 TouchPad
    Internet Speed
    80 Mbps Down 30 Mbps Up
    Browser
    Internet Explorer 11
    Antivirus
    Windows Defender
    Other Info
    HP DVD1040e Lightscribe - External USB2
#6
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 Computer

System One

  • OS
    Windows 8.1
    Computer type
    Laptop
    System Manufacturer/Model Number
    Asus UX51VZ-US71T
    CPU
    Intel Core i7
    Motherboard
    Asus
    Memory
    8 Gb
    Graphics Card(s)
    Nvidia 650m
    Monitor(s) Displays
    1
    Screen Resolution
    1080p
    Hard Drives
    RAID 0 256 GB Gumstick SSD drives totalling 512 GB
    Mouse
    Razer Orochi Bluetooth
    Browser
    Google Chrome
    Antivirus
    Windows Defender
#7
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 Computer

System One

  • OS
    Windows 8.1
    Computer type
    Laptop
    System Manufacturer/Model Number
    Asus UX51VZ-US71T
    CPU
    Intel Core i7
    Motherboard
    Asus
    Memory
    8 Gb
    Graphics Card(s)
    Nvidia 650m
    Monitor(s) Displays
    1
    Screen Resolution
    1080p
    Hard Drives
    RAID 0 256 GB Gumstick SSD drives totalling 512 GB
    Mouse
    Razer Orochi Bluetooth
    Browser
    Google Chrome
    Antivirus
    Windows Defender