Asus support web site down for last two days no ETA to fix

[AnClar]

Have been trying to d/l f/w for my ac3200 for the past two days...web site not working, Asus tech support says they know about situation and are working on it, but no ETA to fix and no alternative way to d/l f/w. Unacceptable...they at least should have another way to get the f/w if they can't get the web site working.

 

[L&LD]

They have an issue with their chosen method of sharing new firmware and are trying to fix it, but they obviously don't know what the issue is right now.

What else can you expect? This is not a support option you paid extra for.

I guess I don't understand the point of your post. You don't even ask for the firmware from another member here. You just came to vent?

 

[AnClar]

They have an issue with their chosen method of sharing new firmware and are trying to fix it, but they obviously don't know what the issue is right now.

What else can you expect? This is not a support option you paid extra for.

I guess I don't understand the point of your post. You don't even ask for the firmware from another member here. You just came to vent?

Um...no...I posted because it might save others the trouble of hunting down what is wrong at the Asus site. And, frankly, support for high-end prosumer networking products needs to be handled better than what has happened thus far. If you have an extended outage (it happens) it ain't hard to post a notice on a placeholder page that the site is down, we're working on it...sorry." I don't expect hand-holding, but I do expect reasonable customer-facing communications. If someone offers an alternative source for the f/w I'd say thanks.

 

[L&LD]

Okay, but that is not what you said in your first post.

I don't think the support needs to be better than what it is. Having free and a seemingly unlimited access to newer firmware is a huge bonus that only Asus seems to be offering now, even for their 3 year old RT-N66U.

Yes, it is easy to have a placeholder to give us notice, but trying to access the firmware download page a few times is enough for most to figure out they're having issues.

Sorry, I don't have this firmware to offer to you.

But expecting explicit communications for a $300 consumer router is not what I would call reasonable.

 

[tim]

I have ASUS RT-AC3200 F/W 3.0.0.4.378_6091 (beta) here:

https://mega.co.nz/#!yk8wTZAI!amP2kHnnA-wPW02c5Grabon5mB-sCDuLuZUgxO97UVM

 

[texashoser]

They have an issue with their chosen method of sharing new firmware and are trying to fix it, but they obviously don't know what the issue is right now.

What else can you expect? This is not a support option you paid extra for.

I guess I don't understand the point of your post. You don't even ask for the firmware from another member here. You just came to vent?

Sorry, but we did pay for software updates in the original purchase of the router. ASUS has a history of providing poor technical support and the way to get that fixed is to complain. The forums are actually watched by a few ASUS employees.

 

[L&LD]

Sorry, but we did pay for software updates in the original purchase of the router. ASUS has a history of providing poor technical support and the way to get that fixed is to complain. The forums are actually watched by a few ASUS employees.

Well, I guess we disagree on what we paid for. I paid for the hardware and hoped for a good experience. Years later, I am still here and still satisfied.

I haven't heard from many that Asus has poor support over these years, you seem to be the only one with an issue that is minor at best.

 

[W4RH34D]

Odd, working fine over here.

 

[skypx]

Odd, working fine over here.

And here.

 

[L&LD]

Yup, now download is working for me too here.

 

[texashoser]

Well, I guess we disagree on what we paid for. I paid for the hardware and hoped for a good experience. Years later, I am still here and still satisfied.

I haven't heard from many that Asus has poor support over these years, you seem to be the only one with an issue that is minor at best.

You haven't been reading the forums if you think I'm the only one with an issue with documented bugs or broken features that don't work after being released over a year ago.

And, no, you're not just buying hardware, you're buying the software that runs on it and you're entitled to software releases per ASUS' support agreement. They can change that agreement or discontinue the product and further releases (just like Microsoft does) whenever they see fit. But that hasn't happened.

 

[mag905]

You haven't been reading the forums if you think I'm the only one with an issue with documented bugs or broken features that don't work after being released over a year ago.

And, no, you're not just buying hardware, you're buying the software that runs on it and you're entitled to software releases per ASUS' support agreement. They can change that agreement or discontinue the product and further releases (just like Microsoft does) whenever they see fit. But that hasn't happened.

With all due respect, ASUS is selling the hardware with software installed and the purchase does not include any software/FW updates. Software updates are a free service provided by ASUS. ASUS does not guarrantee performance or functional suitability nor does any vendor selling any product. If you are unhappy with the product purchased, you are free to purchase another product from another product seller. Similarily, if you are not happy with the free service offered, buy elsewhere. I don't want to be confrontational but, it's that simple.

From my part of the world, ASUS support is working. I empathize with you if in your part of the world, this is not the case. Notwithstanding, complaints about product support or functionality should be lodged with ASUS. Sympathy for your issues with your router tend to fall on deaf ears here as many on this forum are pleased with the products and support they receive from ASUS.

The search for the "holy grail" of routers is a daunting one, I hope you find yours. Good luck.

 

[thiggins]

I think AnClar has a reasonable expectation and legitimate gripe. No, ASUS doesn't promise anything in the way of support. But when a company markets itself as having a superior product, it's a reasonable expectation that support, warranty handling, etc. will also be at least average.

Can you imagine a marketing campaign of: "ASUS - Superior Hardware. But Don't Expect Great Support."?

Sure, grizzled router veterans don't need hand-holding. But if companies depended only on that very thin slice of the market, they would be out of business fast.

 

[W4RH34D]

In the segment, for the price, Asus is pretty much crushing it IMO. Comparing it to enterprise though, that's kinda unrealistic.

 

[texashoser]

With all due respect, ASUS is selling the hardware with software installed and the purchase does not include any software/FW updates. Software updates are a free service provided by ASUS. ASUS does not guarrantee performance or functional suitability nor does any vendor selling any product. If you are unhappy with the product purchased, you are free to purchase another product from another product seller. Similarily, if you are not happy with the free service offered, buy elsewhere. I don't want to be confrontational but, it's that simple.

From my part of the world, ASUS support is working. I empathize with you if in your part of the world, this is not the case. Notwithstanding, complaints about product support or functionality should be lodged with ASUS. Sympathy for your issues with your router tend to fall on deaf ears here as many on this forum are pleased with the products and support they receive from ASUS.

The search for the "holy grail" of routers is a daunting one, I hope you find yours. Good luck.

The purchase price most certainly includes the cost of software updates. If ASUS chose to release its products with a one-and-done software process, ie, no upgrades, they could get by with a much smaller software engineering staff and the price of the device would be much, much cheaper.

The rest of your post is just gibberish. Does ASUS make a decent product? Yes. Does the software tend to have a lot of bugs that don't get fixed very fast? Yes.

BTW, if so few people have problems with the product, this forum would have a lot less of a purpose to exist.

 

[W4RH34D]

Before the dark knight, I was complacent with the finicky nature of wireless routers. It was just understood that they were highly unreliable with a very limited feature set. Dark Knight comes out and practically blows away everyone, then gets sued by netgear. LOL We've come a long way, lets not forget that.

 

[texashoser]

Resorting to name calling in your reply to my post is not necessary. I'm sure the lack of access is temporary.

Have a nice day.....

I wasn't name calling and you seem to have missed my point entirely. I'm not complaining about the current lack of access. I was merely responding to another poster regarding his/her opinion of whether ASUS customers pay for software support vs. being 'free' and the level of technical support we receive from them. Nothing more, nothing less.

 

[mag905]

I wasn't name calling and you seem to have missed my point entirely. I'm not complaining about the current lack of access. I was merely responding to another poster regarding his/her opinion of whether ASUS customers pay for software support vs. being 'free' and the level of technical support we receive from them. Nothing more, nothing less.

Your right....my bad.

 

[L&LD]

I think AnClar has a reasonable expectation and legitimate gripe. No, ASUS doesn't promise anything in the way of support. But when a company markets itself as having a superior product, it's a reasonable expectation that support, warranty handling, etc. will also be at least average.

Can you imagine a marketing campaign of: "ASUS - Superior Hardware. But Don't Expect Great Support."?

Sure, grizzled router veterans don't need hand-holding. But if companies depended only on that very thin slice of the market, they would be out of business fast.

I can agree that it may be a legitimate expectation. But it is not a legitimate gripe to me.

A part of their website (for whatever reason) went down. Things happen.

2 days? 4 days before it was fixed? It takes longer for a phone call to be returned from some of my customers (and at that point we are no closer to fixing the issue they were having at all).

I appreciate the heads up he gave us with this temporary problem, but it seems it affected only a small part of the people trying to access the site.

In addition, another forum user, tim, offered the firmware in a little over two hours of his post.

Yes, Asus as all companies can always improve in this area of customer satisfaction, no doubt.

But to claim their level of support is unacceptable? Sounds a little far fetched to me.

The customer is not always right and this is one of those times. And I'm saying this as a customer.

And not just specifically as an Asus customer, I would feel the same on this issue for any manufacturer.

 

[thiggins]

L&LD: Points and apologies made. Let's move on.