"Worst Customer Service Of My Life"0.5 starson by mattgsocial
Pros: The product worked...kind of...eventually...for a little while
Cons: Worst customer service of my life
Tech support caused more damage
Required to pay for shipping for replacement
Wait 3 weeks for replacement
Wait on hold forever for customer support
Product didn't work well from the start
Software not Mac-friendly
Summary: This is a prime example of a company who does not get it, when it comes to customer service.
Mistakes happen, I understand that. But when a mistake does happens, how a business responds to the situation says a lot.
In this case, I have experienced The Worst Customer Experience I can recall, in my entire life.
Asus has wasted my time, my money, and left me feeling frustrated and like an annoyance.
I installed my router eventually after a bit of hassle, but it worked alright in the beginning so no issues yet. Then, after a few days I noticed the internet would just stop working and need to be reset every few hours.
So I called tech support and had a good experience with a helpful support staff member.
Unfortunately, during the course of this call, one of his instructions to me created a very serious problem and he told me that my router was certainly damaged beyond repair at this point and it would have to be sent in for exchange.
My frustration was that after purchasing the router, I had some problems and when I went to get them resolved, Asus tech support gave me instructions that led to worse problems...
...the remedy for that situation was to ask me to take time out of my day to head down to the post office with my broken product, PAY to have it shipped back to the manufacturer, and then WAIT 3 WEEKS for a new one to be sent back.
That is ridiculous.
Asus sent me a faulty product, then ruined it further, and asked me to pay it with my time and money.
What I would have appreciated was a simple "Oh, i'm very sorry sir, let me get you a credit to your local electronics store, where you will be able to redeem it for a new router, today."
I requested this and was met with a long, and drawn out "it's beyond my control". I was told a manager would contact me within 24 hours...It's been a week.
I called again today and after dealing with a rude customer service rep - who cut me off more than once - was put through to a manager, who begrudgingly told me they would pay for shipping. But then he gave me no further instructions on how to proceed with that before I was disconnected.
I called back to get ahold of him but he just left me on hold, waiting til I got frustrated and hung up...which I did.
I'm upset to the point that I want nothing further to do with Asus. I am not going to send my router in for replacement. I am going to just absorb the cost and buy a new one from a competitor.