Anyone dealt with ASUS customer service before? Help?
Two days ago my ASUS VG23H monitor suddenly decided to no longer accept a signal from the PC (DVI connector). The monitor powers on, but immediately goes into standby mode because it's not seeing any signal. I have verified that it is not the cable or the video card. ASUS warranty states that it covers up to 3 years on monitors, and mine is a little over two years old, so... But good grief, their customer service is virtually non-existent! After one full evening of trying to create a case (in which I always got an error message that the server was busy), I finally got one made and a phone number to call. The phone number only gives a 'busy' signal, like it's not even a working number. So I try to start a chat, upon which I'm shown that the chat line is closed. This is even though the hours they list fall in line with the current time. I try the phone number one more time, and actually get through to an automated menu! Except after listening to the menu options and selecting the correct one, I am then transferred to a sub menu which is INCORRECT, with no instructions on how to go back. I hang up and call again, but still get the wrong sub menu, but decide to wait for a representative anyhow. Now I'm currently listening to some god-awful elevator music.... AARRRGGH!! Anyone know how to just fix my monitor so I don't have to screw with this?
Two days ago my ASUS VG23H monitor suddenly decided to no longer accept a signal from the PC (DVI connector). The monitor powers on, but immediately goes into standby mode because it's not seeing any signal. I have verified that it is not the cable or the video card.

ASUS warranty states that it covers up to 3 years on monitors, and mine is a little over two years old, so... But good grief, their customer service is virtually non-existent!

After one full evening of trying to create a case (in which I always got an error message that the server was busy), I finally got one made and a phone number to call. The phone number only gives a 'busy' signal, like it's not even a working number. So I try to start a chat, upon which I'm shown that the chat line is closed. This is even though the hours they list fall in line with the current time.

I try the phone number one more time, and actually get through to an automated menu! Except after listening to the menu options and selecting the correct one, I am then transferred to a sub menu which is INCORRECT, with no instructions on how to go back. I hang up and call again, but still get the wrong sub menu, but decide to wait for a representative anyhow. Now I'm currently listening to some god-awful elevator music.... AARRRGGH!!

Anyone know how to just fix my monitor so I don't have to screw with this?

|CPU: i7-2700k @ 4.5Ghz
|Cooler: Zalman 9900 Max
|MB: MSI Military Class II Z68 GD-80
|RAM: Corsair Vengence 16GB DDR3
|SSDs: Seagate 600 240GB; Crucial M4 128GB
|HDDs: Seagate Barracuda 1TB; Seagate Barracuda 500GB
|PS: OCZ ZX Series 1250watt
|Case: Antec 1200 V3
|Monitors: Asus 3D VG278HE; Asus 3D VG236H; Samsung 3D 51" Plasma;
|GPU:MSI 1080GTX "Duke"
|OS: Windows 10 Pro X64

#1
Posted 09/10/2013 12:34 AM   
I thought Asus did that rapid replacement thing. Where you send them your monitor and hope to get a decent replacement in return. [url]http://www.service.asus.com/#!arr/cm08[/url]
I thought Asus did that rapid replacement thing. Where you send them your monitor and hope to get a decent replacement in return.
http://www.service.asus.com/#!arr/cm08

#2
Posted 09/10/2013 01:48 AM   
1. Find the nearest service centre. 2. Drive there.
1. Find the nearest service centre.

2. Drive there.

#3
Posted 09/10/2013 05:56 AM   
[quote="Pirateguybrush"]1. Find the nearest service centre. 2. Drive there.[/quote] Oh, is that it?... Geez! Why didn't I think of this sooner! Lemme just hop in my car and drive 1500 miles to New York! Oh, but wait,... they don't even service monitors there. Thanks for the advice though.
Pirateguybrush said:1. Find the nearest service centre.

2. Drive there.


Oh, is that it?... Geez! Why didn't I think of this sooner! Lemme just hop in my car and drive 1500 miles to New York! Oh, but wait,... they don't even service monitors there.

Thanks for the advice though.

|CPU: i7-2700k @ 4.5Ghz
|Cooler: Zalman 9900 Max
|MB: MSI Military Class II Z68 GD-80
|RAM: Corsair Vengence 16GB DDR3
|SSDs: Seagate 600 240GB; Crucial M4 128GB
|HDDs: Seagate Barracuda 1TB; Seagate Barracuda 500GB
|PS: OCZ ZX Series 1250watt
|Case: Antec 1200 V3
|Monitors: Asus 3D VG278HE; Asus 3D VG236H; Samsung 3D 51" Plasma;
|GPU:MSI 1080GTX "Duke"
|OS: Windows 10 Pro X64

#4
Posted 09/10/2013 05:22 PM   
[quote="D-Man11"]I thought Asus did that rapid replacement thing. Where you send them your monitor and hope to get a decent replacement in return. [url]http://www.service.asus.com/#!arr/cm08[/url][/quote] Not hardly. I held on the phone for an hour last night before finally getting through to India. After getting all of my info, I held for another thirty minutes before the consultant came back on to tell me the RMA was approved.... As of noon the next day I'm still waiting on the email with the instructions.
D-Man11 said:I thought Asus did that rapid replacement thing. Where you send them your monitor and hope to get a decent replacement in return.
http://www.service.asus.com/#!arr/cm08


Not hardly. I held on the phone for an hour last night before finally getting through to India. After getting all of my info, I held for another thirty minutes before the consultant came back on to tell me the RMA was approved.... As of noon the next day I'm still waiting on the email with the instructions.

|CPU: i7-2700k @ 4.5Ghz
|Cooler: Zalman 9900 Max
|MB: MSI Military Class II Z68 GD-80
|RAM: Corsair Vengence 16GB DDR3
|SSDs: Seagate 600 240GB; Crucial M4 128GB
|HDDs: Seagate Barracuda 1TB; Seagate Barracuda 500GB
|PS: OCZ ZX Series 1250watt
|Case: Antec 1200 V3
|Monitors: Asus 3D VG278HE; Asus 3D VG236H; Samsung 3D 51" Plasma;
|GPU:MSI 1080GTX "Duke"
|OS: Windows 10 Pro X64

#5
Posted 09/10/2013 05:27 PM   
Way to be sarcastic. I live in literally the most isolated city in the world, and there's a service centre in my city. It never occurred to me that this might not be the case in the US.
Way to be sarcastic. I live in literally the most isolated city in the world, and there's a service centre in my city. It never occurred to me that this might not be the case in the US.

#6
Posted 09/10/2013 06:28 PM   
[quote="Pirateguybrush"]Way to be sarcastic. I live in literally the most isolated city in the world, and there's a service centre in my city. It never occurred to me that this might not be the case in the US.[/quote] No worries mate. I interpreted your first post as being condescending - like I wasn't smart enough to think of that or something.
Pirateguybrush said:Way to be sarcastic. I live in literally the most isolated city in the world, and there's a service centre in my city. It never occurred to me that this might not be the case in the US.


No worries mate. I interpreted your first post as being condescending - like I wasn't smart enough to think of that or something.

|CPU: i7-2700k @ 4.5Ghz
|Cooler: Zalman 9900 Max
|MB: MSI Military Class II Z68 GD-80
|RAM: Corsair Vengence 16GB DDR3
|SSDs: Seagate 600 240GB; Crucial M4 128GB
|HDDs: Seagate Barracuda 1TB; Seagate Barracuda 500GB
|PS: OCZ ZX Series 1250watt
|Case: Antec 1200 V3
|Monitors: Asus 3D VG278HE; Asus 3D VG236H; Samsung 3D 51" Plasma;
|GPU:MSI 1080GTX "Duke"
|OS: Windows 10 Pro X64

#7
Posted 09/10/2013 10:38 PM   
[quote="Pirateguybrush"]Way to be sarcastic. I live in literally the most isolated city in the world, and there's a service centre in my city. It never occurred to me that this might not be the case in the US.[/quote] You live in *************?
Pirateguybrush said:Way to be sarcastic. I live in literally the most isolated city in the world, and there's a service centre in my city. It never occurred to me that this might not be the case in the US.


You live in *************?

#8
Posted 09/11/2013 06:41 AM   
[quote="Kolreth"][quote="Pirateguybrush"]Way to be sarcastic. I live in literally the most isolated city in the world, and there's a service centre in my city. It never occurred to me that this might not be the case in the US.[/quote] You live in perth?[/quote] Scotland or Austrailia? LOL ... I've been to Perth Scotland. Didn't seem that isolated.
Kolreth said:
Pirateguybrush said:Way to be sarcastic. I live in literally the most isolated city in the world, and there's a service centre in my city. It never occurred to me that this might not be the case in the US.


You live in perth?


Scotland or Austrailia? LOL

... I've been to Perth Scotland. Didn't seem that isolated.

|CPU: i7-2700k @ 4.5Ghz
|Cooler: Zalman 9900 Max
|MB: MSI Military Class II Z68 GD-80
|RAM: Corsair Vengence 16GB DDR3
|SSDs: Seagate 600 240GB; Crucial M4 128GB
|HDDs: Seagate Barracuda 1TB; Seagate Barracuda 500GB
|PS: OCZ ZX Series 1250watt
|Case: Antec 1200 V3
|Monitors: Asus 3D VG278HE; Asus 3D VG236H; Samsung 3D 51" Plasma;
|GPU:MSI 1080GTX "Duke"
|OS: Windows 10 Pro X64

#9
Posted 09/11/2013 12:39 PM   
Sigh... it's been two full days and I still haven't received the promised E-mail with instructions on the RMA process. This is absolutely ridiculous. I'm at work, so I can't call them, but I've tried to start a live chat several times, but it just lists their hours of operation instead (which is when I'm trying). The last attempt finally took me to a form to fill out in order to start the chat, but then at the very end it asks you to pick a server, of which BOTH choices are offline. I swear this whole process seems like it is intentionally designed to derail customers.
Sigh... it's been two full days and I still haven't received the promised E-mail with instructions on the RMA process. This is absolutely ridiculous.

I'm at work, so I can't call them, but I've tried to start a live chat several times, but it just lists their hours of operation instead (which is when I'm trying). The last attempt finally took me to a form to fill out in order to start the chat, but then at the very end it asks you to pick a server, of which BOTH choices are offline.

I swear this whole process seems like it is intentionally designed to derail customers.

|CPU: i7-2700k @ 4.5Ghz
|Cooler: Zalman 9900 Max
|MB: MSI Military Class II Z68 GD-80
|RAM: Corsair Vengence 16GB DDR3
|SSDs: Seagate 600 240GB; Crucial M4 128GB
|HDDs: Seagate Barracuda 1TB; Seagate Barracuda 500GB
|PS: OCZ ZX Series 1250watt
|Case: Antec 1200 V3
|Monitors: Asus 3D VG278HE; Asus 3D VG236H; Samsung 3D 51" Plasma;
|GPU:MSI 1080GTX "Duke"
|OS: Windows 10 Pro X64

#10
Posted 09/11/2013 12:43 PM   
Had a broken VG278H, got the replacement today. RMA process was fast as hell, asked for it on Friday, came to get it on Monday. Communication was crap though, they didn't tell me they were collecting the old one at the same time, so I had to wait a day. Also the one I got back, while it has a much better backlight than my old one, is obviously a refurbished one because the shiny plastic is a wreck of scratches and marks.
Had a broken VG278H, got the replacement today. RMA process was fast as hell, asked for it on Friday, came to get it on Monday. Communication was crap though, they didn't tell me they were collecting the old one at the same time, so I had to wait a day. Also the one I got back, while it has a much better backlight than my old one, is obviously a refurbished one because the shiny plastic is a wreck of scratches and marks.

#11
Posted 09/17/2013 04:33 PM   
I want a VG278H, but can't justify the cost when my VG236H is still under warranty. Last week I finally got through on the chat line. They explained the replacement process. I chatted with them again today, since it has been several days now, and they are still searching warehouses for a replacement. I don't know how long that process will take, but eventually I guess they will give up and require me to send my monitor in for repair. Fun. At this point I just hope I'm operational by the time Batman Arkham Origins is released on 10/25. I WISH I could talk them into giving me a credit towards purchase of a VG278H. I would probably be happier with that.
I want a VG278H, but can't justify the cost when my VG236H is still under warranty.

Last week I finally got through on the chat line. They explained the replacement process. I chatted with them again today, since it has been several days now, and they are still searching warehouses for a replacement. I don't know how long that process will take, but eventually I guess they will give up and require me to send my monitor in for repair. Fun. At this point I just hope I'm operational by the time Batman Arkham Origins is released on 10/25.

I WISH I could talk them into giving me a credit towards purchase of a VG278H. I would probably be happier with that.

|CPU: i7-2700k @ 4.5Ghz
|Cooler: Zalman 9900 Max
|MB: MSI Military Class II Z68 GD-80
|RAM: Corsair Vengence 16GB DDR3
|SSDs: Seagate 600 240GB; Crucial M4 128GB
|HDDs: Seagate Barracuda 1TB; Seagate Barracuda 500GB
|PS: OCZ ZX Series 1250watt
|Case: Antec 1200 V3
|Monitors: Asus 3D VG278HE; Asus 3D VG236H; Samsung 3D 51" Plasma;
|GPU:MSI 1080GTX "Duke"
|OS: Windows 10 Pro X64

#12
Posted 09/17/2013 08:30 PM   
Welp, They couldn't find me an exact replacement, so I'm sending my monitor in for repair. In the meantime, I talked the wifey into letting me buy a VG278HE, so I'll be getting that in a few days. It would've been nice to have a built-in emitter and the new glasses, but I couldn't justify the extra dough. I'm still getting the Lightboost and the larger size, and I already have three pairs of glasses, so I'm happy :-)
Welp, They couldn't find me an exact replacement, so I'm sending my monitor in for repair. In the meantime, I talked the wifey into letting me buy a VG278HE, so I'll be getting that in a few days. It would've been nice to have a built-in emitter and the new glasses, but I couldn't justify the extra dough. I'm still getting the Lightboost and the larger size, and I already have three pairs of glasses, so I'm happy :-)

|CPU: i7-2700k @ 4.5Ghz
|Cooler: Zalman 9900 Max
|MB: MSI Military Class II Z68 GD-80
|RAM: Corsair Vengence 16GB DDR3
|SSDs: Seagate 600 240GB; Crucial M4 128GB
|HDDs: Seagate Barracuda 1TB; Seagate Barracuda 500GB
|PS: OCZ ZX Series 1250watt
|Case: Antec 1200 V3
|Monitors: Asus 3D VG278HE; Asus 3D VG236H; Samsung 3D 51" Plasma;
|GPU:MSI 1080GTX "Duke"
|OS: Windows 10 Pro X64

#13
Posted 09/23/2013 10:45 PM   
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