Confronting ASUS Face-to-Face
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Date: 2024-06-15
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Comments and reviews: 20
aco2518
In 2022 I decided to treat myself to a new computer to replace my decade old Samsung laptop. My old laptop worked perfectly fine and never gave me any issues, it was just slow. I decided to buy a g14 2022, one of the most expensive purchases I have done for myself so far, but I told myself it was worth it. I would finally be able to play games and run all the software I wished.
I wish now I would have bought something else. This computer is the most bug-ridden piece of technology I have ever had the displeasure of using. It as power consumption issues sometimes and eats the battery in an hour while doing absolutely nothing and all the power saving setting on and get's super hot. Other times the battery lasts 8 hours..... Sometimes when you leave the computer alone for a while (no running games or anything) and come back it has completely frozen, I have had a blue screen of death once (with corrupted text at that). Frequently the computer would have a momentary attack where it freezes-stutters with skipping audio for a few seconds and then back to normal. While playing games I sometimes have a complete crash where the screen suddenly turns black and the computer shuts down. Almost every time that I check my events it was 'Armory Crate' that experienced an error.
I have done everything I can possibly do to this thing, read forums, this, that, diagnostic tools always say everything is working great, Re-installed windows perhaps 20 times at this point, Re-format the drive. Heck, I even have a small ritual at this point on how to set up windows and what get's updated first, and installed first, because the computer can get grumpy if you do things out of order. As an example when updating/install 'Armory Crate' for the first time, you must hit 'launch now' and finish installing the rest of the updates there and then. If you hit 'restart now' it will forget that it had already done that and will re-install after the restart. If you hit 'restart now' again, well at that point you're off into an endless cycle.
There is nothing that you can do to fix it's problems, it's always there and Asus has a tight grip on almost every aspect of software. Even the Radeon software is proprietary and hasn't been updated in ages. If you try to install regular Radeon software I will not work!!!
Don't get me wrong, it works fine for most of the time that I am using it. The hardware is amazing, it's a stunning laptop, and the construction and design seems great. But when you spend this much money on something, you expect it to be good and polished. Not this mess of software that's literally an insult, that's a million times worse than my old cheap Samsung. And forget about customer service, they're no help at all !!!
I know this is a wall of text, but I just couldn't help but write my story for those few who do read, and thank you.
Do not buy anything from Asus until they fix their ways.
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In 2022 I decided to treat myself to a new computer to replace my decade old Samsung laptop. My old laptop worked perfectly fine and never gave me any issues, it was just slow. I decided to buy a g14 2022, one of the most expensive purchases I have done for myself so far, but I told myself it was worth it. I would finally be able to play games and run all the software I wished.
I wish now I would have bought something else. This computer is the most bug-ridden piece of technology I have ever had the displeasure of using. It as power consumption issues sometimes and eats the battery in an hour while doing absolutely nothing and all the power saving setting on and get's super hot. Other times the battery lasts 8 hours..... Sometimes when you leave the computer alone for a while (no running games or anything) and come back it has completely frozen, I have had a blue screen of death once (with corrupted text at that). Frequently the computer would have a momentary attack where it freezes-stutters with skipping audio for a few seconds and then back to normal. While playing games I sometimes have a complete crash where the screen suddenly turns black and the computer shuts down. Almost every time that I check my events it was 'Armory Crate' that experienced an error.
I have done everything I can possibly do to this thing, read forums, this, that, diagnostic tools always say everything is working great, Re-installed windows perhaps 20 times at this point, Re-format the drive. Heck, I even have a small ritual at this point on how to set up windows and what get's updated first, and installed first, because the computer can get grumpy if you do things out of order. As an example when updating/install 'Armory Crate' for the first time, you must hit 'launch now' and finish installing the rest of the updates there and then. If you hit 'restart now' it will forget that it had already done that and will re-install after the restart. If you hit 'restart now' again, well at that point you're off into an endless cycle.
There is nothing that you can do to fix it's problems, it's always there and Asus has a tight grip on almost every aspect of software. Even the Radeon software is proprietary and hasn't been updated in ages. If you try to install regular Radeon software I will not work!!!
Don't get me wrong, it works fine for most of the time that I am using it. The hardware is amazing, it's a stunning laptop, and the construction and design seems great. But when you spend this much money on something, you expect it to be good and polished. Not this mess of software that's literally an insult, that's a million times worse than my old cheap Samsung. And forget about customer service, they're no help at all !!!
I know this is a wall of text, but I just couldn't help but write my story for those few who do read, and thank you.
Do not buy anything from Asus until they fix their ways.
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smeezer
I know it's too much to ask for, but I hope at some point GN doesn't have to keep chasing down companies on basic warranty things and can turn to replacement parts availability. When I bought my Rog Crosshair Hero VIII Wifi, I had removed the rear IO cover to install a monoblock and the little cable plug broke even though I was removing it appropriately. This was a few days after initially purchasing the board. I knew it wasn't a warrantied issue and when I spoke with ASUS customer service to attempt to purchase a replacement cable, they told me I would have to send them my motherboard. I said I knew it wasn't a warranty issue and that the board functioned fine without it other than no rear io RGB, could they please just sell me the cable as the board itself wasn't damaged in any way. They said that was impossible and reiterated that I would have to ship them my board. So to acquire a replacement cable (this cable is less than 3 inches long) I would have to pay shipping for my board, lose the ability to use my computer in the meantime and then pay for the cable all to have rear io RGB functioning I declined, hung up and that's when I stopped purchasing ASUS products. I have since helped several people build computers for themselves and I'm pleased to say that not one of those computers has any ASUS parts in it.
What the GN team has accomplished here is important and addresses a massive problem, but there's more to do and I hope they get the chance to do it.
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I know it's too much to ask for, but I hope at some point GN doesn't have to keep chasing down companies on basic warranty things and can turn to replacement parts availability. When I bought my Rog Crosshair Hero VIII Wifi, I had removed the rear IO cover to install a monoblock and the little cable plug broke even though I was removing it appropriately. This was a few days after initially purchasing the board. I knew it wasn't a warrantied issue and when I spoke with ASUS customer service to attempt to purchase a replacement cable, they told me I would have to send them my motherboard. I said I knew it wasn't a warranty issue and that the board functioned fine without it other than no rear io RGB, could they please just sell me the cable as the board itself wasn't damaged in any way. They said that was impossible and reiterated that I would have to ship them my board. So to acquire a replacement cable (this cable is less than 3 inches long) I would have to pay shipping for my board, lose the ability to use my computer in the meantime and then pay for the cable all to have rear io RGB functioning I declined, hung up and that's when I stopped purchasing ASUS products. I have since helped several people build computers for themselves and I'm pleased to say that not one of those computers has any ASUS parts in it.
What the GN team has accomplished here is important and addresses a massive problem, but there's more to do and I hope they get the chance to do it.
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iwantpig
Honourable of Steve and GN to do what they can, and I am grateful for it.
However this is only temporary.
We, the customers, are held hostage by these oligopolies in many different sectors.
We may win this particular battle but they soon cut corners and rescind promises made as the ever present drive for increasing profit continues.
This is the very nature of capitalism, it self enforces exploitation and it consumes competition. Capital is invested into the companies that have the best return on investment, and this will always be the companies that exploit their workers and their customers the most. The smaller or more respectable companies are consumed by the larger more ruthless ones as capital is diverted from the good to the bad companies.
If there is enough public outcry, rallying and voting with their wallets then yes, we do get results as there is a real scare to the market that profits will be affected by this outrage. But companies do a very good job at PR to lobby governments and marketing to the public to hide the truth of their exploitative behaviours to negate this risk.
Mass movements is the ONLY way for us to achieve change.
Ultimately the mass movement we need is overthrowing of this system which allows this to exist in the first place.
Organise, unionise, and fight back people.
We may have won this battle but the war continues, we can and must win.
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Honourable of Steve and GN to do what they can, and I am grateful for it.
However this is only temporary.
We, the customers, are held hostage by these oligopolies in many different sectors.
We may win this particular battle but they soon cut corners and rescind promises made as the ever present drive for increasing profit continues.
This is the very nature of capitalism, it self enforces exploitation and it consumes competition. Capital is invested into the companies that have the best return on investment, and this will always be the companies that exploit their workers and their customers the most. The smaller or more respectable companies are consumed by the larger more ruthless ones as capital is diverted from the good to the bad companies.
If there is enough public outcry, rallying and voting with their wallets then yes, we do get results as there is a real scare to the market that profits will be affected by this outrage. But companies do a very good job at PR to lobby governments and marketing to the public to hide the truth of their exploitative behaviours to negate this risk.
Mass movements is the ONLY way for us to achieve change.
Ultimately the mass movement we need is overthrowing of this system which allows this to exist in the first place.
Organise, unionise, and fight back people.
We may have won this battle but the war continues, we can and must win.
reply
vladdt1970
It's really sad to see how Asus is becoming shit. :( CEO of those big corporations are completely don't understand why they are losing customers, and what customers want. Probably because feedback info is coming from wokes as community managers, with perverted fantasies from their own imaginary world. Sorry, I knew this from the inside. But Asus don't understand, that if they want to keep customers, please, build ecosystem we can trust. I owned many Asus products, including their Transformer. But I bought their Asustor, and while by hardware this is very good device- software! FFS! Cheap Unraid is so much more well maintained! And huge and wealthy Asus can't even have normally configured docker apps for their own device! Almost 0 support, half dead forum. Maintainers looks like they are some students, doing this in their free time, and barely understand what other people want! While all job you need to do - is get official container from github, and repack it to your system. This is real shame. :(
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It's really sad to see how Asus is becoming shit. :( CEO of those big corporations are completely don't understand why they are losing customers, and what customers want. Probably because feedback info is coming from wokes as community managers, with perverted fantasies from their own imaginary world. Sorry, I knew this from the inside. But Asus don't understand, that if they want to keep customers, please, build ecosystem we can trust. I owned many Asus products, including their Transformer. But I bought their Asustor, and while by hardware this is very good device- software! FFS! Cheap Unraid is so much more well maintained! And huge and wealthy Asus can't even have normally configured docker apps for their own device! Almost 0 support, half dead forum. Maintainers looks like they are some students, doing this in their free time, and barely understand what other people want! While all job you need to do - is get official container from github, and repack it to your system. This is real shame. :(
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PMad99
In 2021 i bought an Asus motherboard, the only white board for the AM4 platform. This board cost me $400 brand new, i did have the option to buy used for half the price but i wanted new because i wanted the warranty. The board had some insane issues with all USB devices disconnecting and reconnecting rapidly. After contacting ASUS, they said to do an RMA. I sent it in, and i believe i had to pay for shipping, then, they sent me back an older version of the same board that has clearly been mishandled, and left me with a 3 month warranty. In the end, i had a used board with a 3 month warranty that i paid full price for that wouldnt even read my nvme. I've never, and will never buy another ASUS product, and their response to the very first question answers everything for me. Its time for another manufacturer to rise up and show them how to do this correctly.
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In 2021 i bought an Asus motherboard, the only white board for the AM4 platform. This board cost me $400 brand new, i did have the option to buy used for half the price but i wanted new because i wanted the warranty. The board had some insane issues with all USB devices disconnecting and reconnecting rapidly. After contacting ASUS, they said to do an RMA. I sent it in, and i believe i had to pay for shipping, then, they sent me back an older version of the same board that has clearly been mishandled, and left me with a 3 month warranty. In the end, i had a used board with a 3 month warranty that i paid full price for that wouldnt even read my nvme. I've never, and will never buy another ASUS product, and their response to the very first question answers everything for me. Its time for another manufacturer to rise up and show them how to do this correctly.
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fractalis-qr8ir
The way Steven at Asus opened up with a bumbling excuse before an introduction, made sure to highlight that he'd been at the company for 18 years, then immediately interrupted Peggy as soon as she started introducing herself despite her physically being in the room just to refer to her as his senior manager and talk for her as she awkwardly laughed to obscure the rage hit too close to home and was painful to watch.
I wouldn't be able to play defense for a sinking ship as is, but I'd be drafting up my resignation immediately if my boss showed so little respect for me and the company's already fragile reputation that he'd make sure I couldn't speak and articulate what my goals within the company are in my own words while in front of a journalist with a camera and thousands of angry customers.
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The way Steven at Asus opened up with a bumbling excuse before an introduction, made sure to highlight that he'd been at the company for 18 years, then immediately interrupted Peggy as soon as she started introducing herself despite her physically being in the room just to refer to her as his senior manager and talk for her as she awkwardly laughed to obscure the rage hit too close to home and was painful to watch.
I wouldn't be able to play defense for a sinking ship as is, but I'd be drafting up my resignation immediately if my boss showed so little respect for me and the company's already fragile reputation that he'd make sure I couldn't speak and articulate what my goals within the company are in my own words while in front of a journalist with a camera and thousands of angry customers.
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bangyahead1
Lip service. That's all it is. Saying We're sorry isnt enough. Refunding people's money when they had to pay for a repair is action not talk. Let's see some action. I would never buy another Asus GPU. I would never buy anything from them again, not even a mouse, headset, or monitor, much less something like a PSU, GPU or motherboard. For those who dare to buy one of our products, be prepared for anger and disappointment. They don't want to back their products because repairing or replacing defective products costs them money , which means less profits, which means angry stockholders. It's not PhD level math.
The fact is: I've never had a single problem with an MSI product, but have had several problems with Asus products.
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Lip service. That's all it is. Saying We're sorry isnt enough. Refunding people's money when they had to pay for a repair is action not talk. Let's see some action. I would never buy another Asus GPU. I would never buy anything from them again, not even a mouse, headset, or monitor, much less something like a PSU, GPU or motherboard. For those who dare to buy one of our products, be prepared for anger and disappointment. They don't want to back their products because repairing or replacing defective products costs them money , which means less profits, which means angry stockholders. It's not PhD level math.
The fact is: I've never had a single problem with an MSI product, but have had several problems with Asus products.
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frollard
Regarding the kpi - a simple quality improvement program internally could easily just involve a supervisor or qi department either spot checking or verifying every CID claim. The kpi metric that needs to be met is CID claim substantiated %.
When a calltaker in a call center is 'recorded for quality assurance' - that's why. They are scored on their work. Without that scoring feedback, they can't improve. Add QI/QA to the repair techs.
incoming claim > tech deems CID > escalate to supervisor, since CID should be rarer than regular warranty > supervisor agree/disagree > action.
If a tech's CID approval drops below acceptable, they get instruction, training, and as a last step enforcement/job action.
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Regarding the kpi - a simple quality improvement program internally could easily just involve a supervisor or qi department either spot checking or verifying every CID claim. The kpi metric that needs to be met is CID claim substantiated %.
When a calltaker in a call center is 'recorded for quality assurance' - that's why. They are scored on their work. Without that scoring feedback, they can't improve. Add QI/QA to the repair techs.
incoming claim > tech deems CID > escalate to supervisor, since CID should be rarer than regular warranty > supervisor agree/disagree > action.
If a tech's CID approval drops below acceptable, they get instruction, training, and as a last step enforcement/job action.
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lgeiger
Stephen did handle that very poorly... Him not admitting that the initial statement was inaccurate and the way he was talking over Peggy when they were introducing each other gave me bad vibes from him. He does not really seem to understand that they actually have to work a lot on this issue. He also completely disregarded the point Steve made about the high number of false CID cases and incentivated KPIs for the customer support department.
Peggy seemed way more genuine and to me it seems like she is actually going to work on these problems. I really hope ASUS will empower the people who actually want to make a positive change for the customers in the future... I am still sceptical...
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Stephen did handle that very poorly... Him not admitting that the initial statement was inaccurate and the way he was talking over Peggy when they were introducing each other gave me bad vibes from him. He does not really seem to understand that they actually have to work a lot on this issue. He also completely disregarded the point Steve made about the high number of false CID cases and incentivated KPIs for the customer support department.
Peggy seemed way more genuine and to me it seems like she is actually going to work on these problems. I really hope ASUS will empower the people who actually want to make a positive change for the customers in the future... I am still sceptical...
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nonamenameless5495
Think Asus ended up taking this seriously and this is a genuinely good agreement, especially the part that Asus verifies cases fulfilled by partners directly. The core issue apparently was that the old system rather incentivized Asus partners to go for shortcuts or do a sloppy job in general, I also bet Asus was all too willing to accept that or even further this practice as they also benefited from it. Nonetheless, kudos to Peggy and Steven, they really seemed to have done their homework on their side so far so let s hope they ll follow up with that. If this turns out to be taken seriously over time, I d feel far more inclined going for an Asus product than before.
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Think Asus ended up taking this seriously and this is a genuinely good agreement, especially the part that Asus verifies cases fulfilled by partners directly. The core issue apparently was that the old system rather incentivized Asus partners to go for shortcuts or do a sloppy job in general, I also bet Asus was all too willing to accept that or even further this practice as they also benefited from it. Nonetheless, kudos to Peggy and Steven, they really seemed to have done their homework on their side so far so let s hope they ll follow up with that. If this turns out to be taken seriously over time, I d feel far more inclined going for an Asus product than before.
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wazzapk
Please confront gigabyte next:
These motherboard models will not be getting extended support/bios updates for next gen processors(they are essentially 7000 series only boards) :
1. B650 GAMING X (rev 1.0 to 1.4)
2. B650 GAMING X AX (rev 1.0 to 1.4)
I reached out to gigabyte esupport on this issue and got told by the customer service rep Our website never mentioned extended support for next gen processors, go ask whoever told you about this info , we do not do exchanging of boards when i asked for a potential resolution.
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Please confront gigabyte next:
These motherboard models will not be getting extended support/bios updates for next gen processors(they are essentially 7000 series only boards) :
1. B650 GAMING X (rev 1.0 to 1.4)
2. B650 GAMING X AX (rev 1.0 to 1.4)
I reached out to gigabyte esupport on this issue and got told by the customer service rep Our website never mentioned extended support for next gen processors, go ask whoever told you about this info , we do not do exchanging of boards when i asked for a potential resolution.
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MegaRad666
TLDR; ASUS has subsidized/ordinated repair centers (internal and external) to manage their products, which abuse their own profit incentives, mostly offering replacements instead of legit repairs. This is comparable to the ( - ongoing) era of auto industry with shady mechanic shops that operate in bad faith under the umbrella of their manufacturer, with or without direct certification and verification. Symbolic of late stage capitalism and corporatist verticality. ASUS might as well just be an investment firm at this elevation.
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TLDR; ASUS has subsidized/ordinated repair centers (internal and external) to manage their products, which abuse their own profit incentives, mostly offering replacements instead of legit repairs. This is comparable to the ( - ongoing) era of auto industry with shady mechanic shops that operate in bad faith under the umbrella of their manufacturer, with or without direct certification and verification. Symbolic of late stage capitalism and corporatist verticality. ASUS might as well just be an investment firm at this elevation.
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bestOskarEverxD
So I had an issue with the ASUS PG27UQ Monitor (2000$ Monitor) about a year ago. I got a replacement which was used and partly broken, it did not include the power supply, which I had to purchase on the after market after sending mine in with the RMA. I tried to get them to exchange the monitor again, but they just ghosted me. Can I now try and get a proper replacement or do I get the out of warranty- Card now since a year has passed after the incident I'll try that email and see what happens, I'll report back.
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So I had an issue with the ASUS PG27UQ Monitor (2000$ Monitor) about a year ago. I got a replacement which was used and partly broken, it did not include the power supply, which I had to purchase on the after market after sending mine in with the RMA. I tried to get them to exchange the monitor again, but they just ghosted me. Can I now try and get a proper replacement or do I get the out of warranty- Card now since a year has passed after the incident I'll try that email and see what happens, I'll report back.
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thomaswerner8617
Good on ASUS to meeting with you face to face with people that can actually sign off on some real commitments and changes.
This actions sure will help the bleed from power users talking dirt about them.
ASUS is heavily leaning on the fact that they don't have an English speaking presence (eg, their upcoming repair centre in North America), but with the amount of sales that comes from the region, it's pretty sad that Steve has to go to Taiwan to get some real answers.
Thanks for the advocacy, Steve!
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Good on ASUS to meeting with you face to face with people that can actually sign off on some real commitments and changes.
This actions sure will help the bleed from power users talking dirt about them.
ASUS is heavily leaning on the fact that they don't have an English speaking presence (eg, their upcoming repair centre in North America), but with the amount of sales that comes from the region, it's pretty sad that Steve has to go to Taiwan to get some real answers.
Thanks for the advocacy, Steve!
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thomashoops6072
I feel like during a review of a product, the company should also have their customer service and repair process screened. Performance, quality and looks are one thing but hardware goes wrong and at the end of the day the consumer wants a smooth process in getting their device fixed.
I’ve dealt with Asus for a laptop repair. After 4 times sending it back it still isn’t fixed, it’s actually come back in a worse condition. Never recommending their laptops again. It’s left a very sour taste
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I feel like during a review of a product, the company should also have their customer service and repair process screened. Performance, quality and looks are one thing but hardware goes wrong and at the end of the day the consumer wants a smooth process in getting their device fixed.
I’ve dealt with Asus for a laptop repair. After 4 times sending it back it still isn’t fixed, it’s actually come back in a worse condition. Never recommending their laptops again. It’s left a very sour taste
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creed5248
I really like the Corsair RMA procedure for RAM - basically they send you out the replacement right away and just ask that you write on the damaged sticks with a sharpie and promise to dispose . Another RAM company asked for the defective stick(s) to be sent back and I waited quite a bit for a replacement . How many people could wait that long not to have a working system I think most would just go buy Ram from the Best Buy or a local computer supply store . It was over a month (Teamgroup)
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I really like the Corsair RMA procedure for RAM - basically they send you out the replacement right away and just ask that you write on the damaged sticks with a sharpie and promise to dispose . Another RAM company asked for the defective stick(s) to be sent back and I waited quite a bit for a replacement . How many people could wait that long not to have a working system I think most would just go buy Ram from the Best Buy or a local computer supply store . It was over a month (Teamgroup)
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michalwiktorow2188
Point #8 - This is culprit IMHO - or rather 'WAS' culprit. I really hope, that the other companies will understand, that the users do not want anything 'special', they want their stuff repaired - without absurdity in the proces. That is low hanging fruit. They do not care if sometimes things fail, but clearly, be able as quickly as possible get back with working equipment. If failure rate is below 19% then that is really, really low number and this can be done. Thanks Steve.
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Point #8 - This is culprit IMHO - or rather 'WAS' culprit. I really hope, that the other companies will understand, that the users do not want anything 'special', they want their stuff repaired - without absurdity in the proces. That is low hanging fruit. They do not care if sometimes things fail, but clearly, be able as quickly as possible get back with working equipment. If failure rate is below 19% then that is really, really low number and this can be done. Thanks Steve.
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KennethsTeknik
Asian culture generally doesn't allow for making mistakes, but only improvements, so you will never get them to say yes to that they made a mistake, which the interview emphasizes. That's the classical eastern / western clash, western culture you are allowed to make a mistake as long as you fix it and don't do it again. In eastern culture (this is broad strokes) you are not, but you will get improvements. Just look at Samsung, never a bug fix, only improvements
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Asian culture generally doesn't allow for making mistakes, but only improvements, so you will never get them to say yes to that they made a mistake, which the interview emphasizes. That's the classical eastern / western clash, western culture you are allowed to make a mistake as long as you fix it and don't do it again. In eastern culture (this is broad strokes) you are not, but you will get improvements. Just look at Samsung, never a bug fix, only improvements
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cpljimmyneutron
Years ago I had the pleasure of randomly meeting a North America sales rep for Asus, we happened to sit down together at Disneyland. Had a great talk about my experience with them and how the US market differs from Asia. But after a few years, the kind of problems that are being presented here, led to this person leaving Asus. I don't want to give names, but that is a trend, even senior personnel in Asus cannot make changes and end up leaving.
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Years ago I had the pleasure of randomly meeting a North America sales rep for Asus, we happened to sit down together at Disneyland. Had a great talk about my experience with them and how the US market differs from Asia. But after a few years, the kind of problems that are being presented here, led to this person leaving Asus. I don't want to give names, but that is a trend, even senior personnel in Asus cannot make changes and end up leaving.
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custume
Sorry Steve, you look good on this but for me ( my opinion ) all I see from Asus is a huge river of corp BS , they have problems accepting the error and try to shift the fault to others, also in the end if someone ask them but you say this and that they will simply say miss understanding or bad wording.
Like I said, a river of BS, when in corp they say we are working on it = to we do not care but we just need to say something.
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Sorry Steve, you look good on this but for me ( my opinion ) all I see from Asus is a huge river of corp BS , they have problems accepting the error and try to shift the fault to others, also in the end if someone ask them but you say this and that they will simply say miss understanding or bad wording.
Like I said, a river of BS, when in corp they say we are working on it = to we do not care but we just need to say something.
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