Not sure if this is the right avenue to air my grievances or rant about my experience with ASUS ROG products, but here goes:
Recently got an email link from them to rate their support. Here's my reply to them:
"Contacted ASUS email support about 3 times since 2020/2021.
1. Keybrd LED issue - ROG laptop (within warranty).
2. Chakram Mouse. Plastic coating on shell peeled off, asked about availability of replacement shell; was told no and told to buy a new one.
Disappointed as it was expensive & longevity and modularity seemed to be a design principle.
3. ROG Laptop monitor stopped working (warranty expired).
Asked about ordering replacement; was told no, can only order part as part of diagnostic service.
Considering the premium price of your ROG laptops and that the targeted market segment are potentially tech-savvy enough to DIY, it's disappointing.
4. Visited the Bugis Junction service centre for #1 (in warranty)
Was told I need to backup system/restore to factory defaults - just for an LED issue with one button on the keyboard.
Suggested to staff - take out the keyboard to test on another unit, was told that I am telling their engineers how to do their job.
Was told that if it's determined to be an OS issue, I would be charged additional.
Very disappointing considering premium paid for product and still under warranty.
How can I trust that ASUS will not abuse this and claim it to be an OS issue?
Other ASUS ROG product issues:
6. Baltheus Gaming Mousepad, LED lights stopped working under a year.
Tested on different PCs same issue, device manager reported error. Mousepad treated with care and seldom removed or unplugged.
Same issue encountered by other users on ASUS forums. Out of warranty (less than a year) when issue was discovered.
7. ASUS ROG G531GW laptop left speaker sound became distorted; checked and reinstalled drivers - didn't work
Considering the number of defects encountered in just 2 yrs on the same ROG laptop, no more trust in the QA of your ROG products
Overall not impressed, disappointed in overall service quality and QA of ASUS ROG products.
Note: I am not likely to buy another ASUS ROG product again."
Would be interesting to hear others' experience using ASUS ROG products.
To be fair, the Chakram mouse plastic peeling issue was my fault as I dropped it before. But for that kind of price and the lack of a replacement parts policy, it just kind of feels disappointing when their only advice was literally to buy a new mouse again - about SGD$230 - $250 for reference.
Recently got an email link from them to rate their support. Here's my reply to them:
"Contacted ASUS email support about 3 times since 2020/2021.
1. Keybrd LED issue - ROG laptop (within warranty).
2. Chakram Mouse. Plastic coating on shell peeled off, asked about availability of replacement shell; was told no and told to buy a new one.
Disappointed as it was expensive & longevity and modularity seemed to be a design principle.
3. ROG Laptop monitor stopped working (warranty expired).
Asked about ordering replacement; was told no, can only order part as part of diagnostic service.
Considering the premium price of your ROG laptops and that the targeted market segment are potentially tech-savvy enough to DIY, it's disappointing.
4. Visited the Bugis Junction service centre for #1 (in warranty)
Was told I need to backup system/restore to factory defaults - just for an LED issue with one button on the keyboard.
Suggested to staff - take out the keyboard to test on another unit, was told that I am telling their engineers how to do their job.
Was told that if it's determined to be an OS issue, I would be charged additional.
Very disappointing considering premium paid for product and still under warranty.
How can I trust that ASUS will not abuse this and claim it to be an OS issue?
Other ASUS ROG product issues:
6. Baltheus Gaming Mousepad, LED lights stopped working under a year.
Tested on different PCs same issue, device manager reported error. Mousepad treated with care and seldom removed or unplugged.
Same issue encountered by other users on ASUS forums. Out of warranty (less than a year) when issue was discovered.
7. ASUS ROG G531GW laptop left speaker sound became distorted; checked and reinstalled drivers - didn't work
Considering the number of defects encountered in just 2 yrs on the same ROG laptop, no more trust in the QA of your ROG products
Overall not impressed, disappointed in overall service quality and QA of ASUS ROG products.
Note: I am not likely to buy another ASUS ROG product again."
Would be interesting to hear others' experience using ASUS ROG products.
To be fair, the Chakram mouse plastic peeling issue was my fault as I dropped it before. But for that kind of price and the lack of a replacement parts policy, it just kind of feels disappointing when their only advice was literally to buy a new mouse again - about SGD$230 - $250 for reference.
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