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Comment by perlgeek | Hacker News Reader

... and god help you if you ever need the Asus customer support for repairing that thing. A truely horrible experience.

I can provide details of my "experience" with them, but the Internet is already full of horror stories that cover everything that is to say about that topic.

And no, buying a new laptop after a year and a half simply isn't acceptable to me, even if it makes sense in your economic situation.

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Can confirm - ASUS declined my warranty on a keyboard problem people complained about (basically sending thrash instead of pressed keystrokes); I had to order a new one from Asusparts and replace it myself; all within 3 months of purchase of their most expensive Zenbook. They even attempted to sell me a "repair" of motherboard that would cost almost the same as a brand new Zenbook (yet the mobo works fine since I replaced keyboard). Horrible, horrible experience.

I had great experience with Asus service in EU. I called them up, they asked for a serial number and what was the problem, they sent UPS to pick it up (from Cyprus), a week later I had it back fixed. Considering how bad support for hardware is in this country and the fact that the service center is overseas I'd say they were one of my best after sales experiences.

I don't know how things are over in the US, but here in Czech republic, my experience with them was nothing but good. When my SSD broke down after about a month of using the thing, they paid for the shipping to and from the repair shop and replaced the drive in... a week I think. I've been using it for about a year now and I've had no other problems.

I had a poor experience with them in the UK. The hinge snapped on my ultrabook (I don't remember the exact model as the codes are obscure.) E-mailed support, provided plenty of pictures of the issue. Keep in mind I only owned the thing for 6 months so still in warranty.

Best they would offer is an out of warranty repair.

I know someone with the same model, exact same problem happened to him.

Horrible build quality and support.

If you're ever in that situation again, take it to the seller, mention the sales of goods act if you have to. Warranties aren't how things are supposed to work in the UK, it's the seller that carries the responsibility and so they're generally a lot better at it.

Of course, I went straight to amazon after the experience with Asus customer support and got a full refund in an hour.

Sounds like it worked out pretty well for you then? Full refund after 6 months of use, you could buy another one or the next model up.

I was pleasantly surprised when I needed my Asus repaired under warranty here in Spain. Came and collected at my work, and returned it within 3 days.

I join the others in praising ASUS support in Europe. Here in Belgium I had a laptop still under warranty picked up the day after calling support service for a failed motherboard and two weeks later it was back, no questions asked. Picked up by EDP (or something) and probably serviced in The Netherlands.

I have had good service from Asus in the UK.

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