Escalating Asus support issues

[clvk07]

Hi

I was wondering if there is a process to escalate asus vip service request. I have a call logged more than a week in relation to Dual Wan and Huawei USB dongle not working ( tried three supported types, work ok from PC) and I have never seen any worse quality of support in my life. Poor responses not interest in debugging the issues at all.

Different people answer every few days and didn't even know of usb.log file existence.
Now it is 3 days not an answer.

 

[hggomes]

Im waiting 6 month now for an issue solving from they support department, so i guess you are pretty good with only 3 days

 

[clvk07]

Yes I am not too bad.....

Not that I am asking to change the world, just to point me out on the right way...... Will wait few more days and trying to escalate by calling them ( if they answer) . For a product which cost over 200 euros you would expect better support.

 

[hggomes]

Today i was finally contacted by ASUS, they are making again the same questions that already have been answered from the beginning 6 months ago when i first reported the issue (its included there on they're own email reply) so again questioning about: router model, fw version, printscreens, etc.

By these we can see how they follow the customers emails, they don't even see/read what is written on the front of their eyes.

What a customer support disaster ASUS, specially after 6 months...

I wish you good luck on your case

Here is mine, 10-15dBm signal lost when using FW SSID Hide Option:

 

[hggomes]

I hope it doesnt take 6 month more to be asked again with the same inicial questions.

 

[clvk07]

View attachment 3849

I hope it doesnt take 6 month more to be asked again with the same inicial questions.

Saying disaster its being nice. The frontline support know less than your cat, they only tell you downgrade firmware upgrade firmware reseat factory settings. Most of the time works, but when you have a problem you need 2nd or 3rd level of support in the specific area. Unless you can escalate calls, talking to these people is pretty much the same to talk to the wall.

 

[hggomes]

I must agree with you in most of the cases it is what it is, but im not sure if the cat knows whats a FW downgrade/upgrade or a reset.

About the talking to the wall yeah for sure.