Hello, USM! It's that time again!
This is a rather unorthodox review, as it has nothing to do with an actual product, but rather a tech service. I felt the need to make this review after all the other reviews I saw for ASUS technical support prior to my personal experience.
Like I mentioned in a previous post, my laptop went kaput about two months ago. Well, not actually 'kaput,' but something happened. A piece of metal located in the power port on the laptop came loose and without it, my laptop wouldn't charge.
I purchased my laptop from a third-party store and because the warranty time frame for that store had passed, I had to contact ASUS themselves, who then gave me an RMA number to ship out my laptop. The label wasn't prepaid, so I had to ship it out of pocket, which can be a bit pricey depending on the weight of your unit. A good tip is to use the priority mail boxes available for free at USPS because believe me, it'll be a lot cheaper that way, particularly if you have a weighty machine.
In the process of getting the laptop sent off, I looked up reviews for ASUS tech support and, well...I read many, many reviews, and I can't remember finding one single positive review. There were reviews claiming ASUS returned the product to the customer and fixed the wrong part. There were reviews claiming ASUS didn't fix anything at all. There was one review that claimed someone waited three months for the return of their product, no word from the company, no status update online, and tech support basically ran them in circles on the phone for hours and hours when the issue should have taken only a few days at most to fix.
Needless to say, I was terrified.
For reasons unknown, it took my laptop about a week to get to the facility. I kept close tabs on the process of the repair online. Much to my surprise, after two days, a Fedex tracking number was posted. I checked the tracking number on the Fedex website to ensure it was heading to the correct destination and indeed, it was being shipped to my house. Those few days I waited, I was worried that since they fixed it so quickly, they may not have done anything or even somehow shipped off the wrong laptop.
I received the package about five days later. Opening up the box, I was comforted by the sight of my galaxy-print decal skin. I checked the machine all over to ensure nothing was scratched or banged either during transit or repair. It looked exactly the same as it had when I mailed it off.
I sent my charger cord with the laptop because it's required when there's a power issue, but it wasn't returned to me (as stated in the RMA guidelines). Thankfully, I had a spare charger cable and I plugged it in the port. The little charger light came on.
I was ecstatic! I had my laptop back, it worked, and it didn't take half my lifetime to return to me! The greatest part? They didn't even charge me for the service. :)
While I can't speak for those who had a terrible experience with ASUS tech support, mine was like a dream and I would absolutely recommend sending your product into ASUS directly to fix whatever issue you may have.
