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Rant: Asus has the worst support by far in NA.

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  • deanjo
    started a topic Rant: Asus has the worst support by far in NA.

    Rant: Asus has the worst support by far in NA.

    OK guys just wanted to share a little experience with you about Asus. Over the last few years I have stuck with Asus boards, not because they are "the best" (how I miss Abit) but they are readily available. For the most part the product is good stuff but their support in North America absolutely is horrid. Everytime I've asked for support they have told me to RMA their product, here is the thing, not once has the product actually been defective. They just have really shitty BIOS devs and getting a replacement product does nothing to improve the situation but increase downtime. Anyways here is one such example of their support that took over 5 months to resolve. It finally took me calling to Asus in asia to get it fixed.

    Code:
     [Problem Description]
       I just installed your new BIOS for this board 3106. Like the previous BIOS
      3001 it is
       not utilizing the lowest powerstate on the AMD 1090T as expected (800 Mhz
     instead
       the lowest the processor will clock back to is 1600 Mhz). This has been
      verified in
       linux as well with it's logs. Please forward this information on to your BIOS
      engineers.
      
       powernow-k8: Found 1 AMD Phenom(tm) II X6 1090T Processor (6 cpu cores)
       (version 2.20.00)
       powernow-k8: Core Performance Boosting: on.
       powernow-k8: invalid pstate 3 - bad value 3.
       powernow-k8: Please report to BIOS manufacturer
       powernow-k8: 0 : pstate 0 (3200 MHz)
       powernow-k8: 1 : pstate 1 (2400 MHz)
       powernow-k8: 2 : pstate 2 (1600 MHz)
       powernow-k8: invalid pstate 3 - bad value 3.
       powernow-k8: Please report to BIOS manufacturer
       powernow-k8: invalid pstate 3 - bad value 3.
       powernow-k8: Please report to BIOS manufacturer
       powernow-k8: invalid pstate 3 - bad value 3.
       powernow-k8: Please report to BIOS manufacturer
       powernow-k8: invalid pstate 3 - bad value 3.
       powernow-k8: Please report to BIOS manufacturer
    
    ----------------------------------------------
    
      On 07/02/2010 03:40 AM, Jany Xiao wrote:
       Dear Valued Customer,
      
       Thank you for contacting ASUS Customer Service.
      
       My name is Jany and it's my pleasure to help you with your problem.
      
       Sorry for the delay due to the error of the mail system.
       May I know what the situation now?
       Do you mean that with the BIOS 3106, the ratio of the CPU 1090T is X4? If yes,
      have
      you disable such as the options C1E and Cool n Quiet to test again?
       If the problem still remains, please help to finish the feedback info I paste
      to you and
      send back to me for a further check.
      
       Welcome to refer Troubleshooting& FAQ for ASUS products in ASUS website:
       Troubleshooting -
      http://support.asus.com/troubleshooting/troubleshooting.aspx?SLanguage=en-
    us
       FAQ - http://support.asus.com/faq/faq.aspx?SLanguage=en-us
      
       If you continue to experience issues in the future, please do not hesitate to
      contact
      us.
      
       Best Regards,
      
       Jany
      
       ASUS Customer Service
      
    
    
      [CASEID=TM2010070300184]
     
     
    ------------------------------------------------ 
     
      Hi Jany,
     
      With the AMD Phenom II 1090T it has 4 p-states for Cool'n'Quiet. The
      lowest p-state is that it runs the cores at 800 Mhz but the current
      bios's for this motherboard do not allow the processor to drop to that
      speed. Disabling Cool'N'Quiet and C1E do not resolve this issue. Also
      even though this is a unlocked processor, none of the manual adjustments
      in the BIOS effect the processor speed. Manually setting the multiplier
      or bus speed has zero effect on it and even adjusting the processor
      voltage has no effect. The bios simply ignores any of those changes.
     
      Dean
    
     ------------------------------------------------
    
    
    From:ASUS TSD
    
      Date:2010-07-07 21:41:59
     
      Dear Sir/Madam
     
      If you are seeking an rma repair
     
      You will need to send your product in for rma repair. You will need to fill out
      an online
      case number forma and an online rma request form, Please use the links below.
    If
      you would like to speak to our customer service, please call 812-282-2787
     
      Case Number http://vip.asus.com/eservice/usa_techserv.aspx
      Rma Request http://vip.asus.com/eservice/usa_rmaserv.aspx
     
      Monday thru Friday 8:30 AM to Midnight EST
      Saturday and Sunday 8:30 Am to 6:00 Pm EST.
     
      Thank you for your support of our products!
     
      Sincerely,
     
     
     
      Sonny Brown
     
      Level 2 Technical Support
     
     
     
      ASUS Technology Inc.
     
      http://www.asus.com
    
    ------------------------------------------------
    
      Sent : 7/9/2010 3:33:16 AM
      To : "[email protected]"
      Subject : Re:Re:Re: Motherboard M3N-HT DELUXE
     [ID=RTM2010070300184-045]
     
      [CASEID=WTM201007093356324]
     
      I might also add that the "turbo" function on the X6 chips are not being
      utilized as well.
      With a single threaded app, the Phenom 1090T is only ramping up to 3.2 Ghz
     instead
      of it's designed 3.6 Ghz clock speed when only 1-3 cores are under load.
     
      Dean Hilkewich
    
    ------------------------------------------------
    
      Dear Sir/Madam
     
      Please follow my previous suggestion.
     
      Sincerely,
     
      Sonny Brown
     
      Level 2 Technical Support
    
     [CASEID=TM2010070900270]
    
    ------------------------------------------------
    
     So what you are saying is that every single M3N-HT deluxe that we have
     has to be sent in for RMA? I find that incredibly hard to believe.
    
     Dean Hilkewich
    
    -------------------------------------------------
    
     Dear Sir/Madam
    
     No sir , what im saying is if you have cpu's that are supported on this board,
     and the
     bios is updated to run them and there not being recognized properly, you will
     need to
     rma unit for repair or contact the cpu manufacturer.
    
     Sincerely,
    
     Sonny Brown
    
     Level 2 Technical Support
    
     [CASEID=WTM20100820233955883]
    
    -------------------------------------------------
    
     Here is another user experiencing the same thing.
     http://vip.asus.com/forum/view.aspx?
    id=20100820081656015&board_id=1&model=M
     3N-HT+DELUXE&page=1&SLanguage=en-us
    
     The bug exists
    Dean Hilkewich
    
    -------------------------------------------------
    
     Dear Sir/Madam
    
     We do not have access to those links. There is not a known problem with this
     board. Please contact AMD to see if there is a known problem with that cpu.
    
     Sincerely,
    
     Sonny Brown
    
     Level 2 Technical Support
    
    
     ASUS Technology Inc.
    
    
    -----------------------------------------------
    
    
    [CASEID=TM2010082100184]
    You don't have access to links in your own company forum? I find that
    hard to believe. I have contacted AMD engineering and they say it is,
    without any doubt a bug in your BIOS. The CPU is perfectly fine. The
    board is fine with the exception of your BIOS and it is reported by
    other users as well in your own forums.
    
    Dean
    
    --------------------------------------------
    
    Dear Valued Customer,
    
    Thank you for contacting ASUS Customer Service.
    
    My name is Stacey and it's my pleasure to help you with your problem.
    
    Sorry, I did not receive this e-mail immediately because of the server.
    In this situation, please clear the cmos to load default settings.
    If the system can work normally then, please update to 3106 again for a test.
    If no effort, have you tested your CPU on another computer?
    If yes, I will report this siuation to our related department as soon as possbile.
    
    Welcome to refer Troubleshooting & FAQ for ASUS products in ASUS website:
    Troubleshooting -
    http://support.asus.com/troubleshooting/troubleshooting.aspx?SLanguage=en-us
    FAQ - http://support.asus.com/faq/faq.aspx?SLanguage=en-us
    
    If you continue to experience issues in the future, please do not hesitate to contact us.
    
    Best Regards,
    
    Stacey
    
    ASUS Customer Service
    
    -----------------------------------------------
    
    [CASEID=WTM20100910154113088]
    CMOS has been cleared many times (Jumpered and with battery removed as well),
    the motherboard has been using the 3106 BIOS for quite some time, CPU has been
    tested on other boards (MSI NF980-G65) and C'n'Q works as expected as does Turbo
    mode and no invalid P-states are reported. The issue has been confirmed by AMD
    engineers as a BIOS issue on this motherboard.
    
    Dean
    
    
    ----------------------------------------------
    Date:2010-09-17 14:16:16
    
    Hello Sir/Madam
    
    Do you still have your older CPU to test with just to see if you have similar issues?
    Also have you tested that CPU in another system to make sure this is not an issue
    with the CPU being defective. If not then I would recommend calling into the call center
    and request a test report. We can then try to duplicate the same issue you are having.
    Our number is listed below.
    
    If you need further assistance, please contact
    Technical Support at 812-282-ASUS option 2
    M-F 8:30 AM - 12:00 AM EST
    Sat-Sun 9:00 AM - 6:00 PM
    
    Thank you,
    Krisenda
    ASUS Tech Support/L2 Support
    
    ----------------------------------------------
    
    [CASEID=WTM2010091873153841]
    Hi Krisenda,
    
    The CPU is not defective, as I said earlier it works fine in another board. Also this
    board works fine with a AM2+ AMD 4200, 6400 BE, 9850 and a 955 BE. It is only on
    the X6 core Phenom II's that it happen on. I have even tried a 1055T and the issue is
    there as well. This is not a CPU issue, the CPU is fine. The issue is replicable on
    other M3N-HT's. We have several of these boards and all exhibit the same thing and
    even went to a local dealer to have him pull out a brand new borad and the issue is
    the same there as well. This is a BIOS issue. Last time I tried calling your tech
    support line they were fairly, excuse the term, useless. They simply did not have the
    knowledge to even fathom what I was talking about on the previous issue of AMD-V not
    working (again BIOS issue that was however finally resolved with the 1701 release).
    To get that resolved I had to call over to Asia in the wee hours of the morning before
    someone actually would look at it and of course it wasn't a cheap call at all.
    
    Dean Hilkewich
    
    -------------------------------------------
    
    Hello Sir/Madam
    
    You should not have had to call Asia, our support center is here in the US. Call into our call center
    at 812-282-2787 opt 2 opt 1 and request to submit a test report. If the tech that answers the phone
    cannot submit the test report then ask to be sent to someone who can.
    
    If you need further assistance, please contact
    Technical Support at 812-282-ASUS option 2
    M-F 8:30 AM - 12:00 AM EST
    Sat-Sun 9:00 AM - 6:00 PM
    
    Thank you,
    Krisenda
    ASUS Tech Support/L2 Support
    Phone : 812-282-2787
    http://livesupport.asus.com
    
    ------------------------------------------
    
    FYI, After reporting the issue well over a 1/2 a year, basically did every damn process of elimination 
    and getting fed up with your US support I FINALLY got hold of someone that gave a damn (overseas again)
    and the issue has been fixed in the 3202 BIOS. Please stop treating your customers like idiots.
    
     Some of us actually do know what the fuck we are talking about. Output from 3202 boot now is:
    
    [ 13.164828] powernow-k8: Found 1 AMD Phenom(tm) II X6 1090T Processor (6 cpu cores) (version 2.20.00)
    [ 13.164836] powernow-k8: Core Performance Boosting: on.
    [ 13.164873] powernow-k8: 0 : pstate 0 (3200 MHz)
    [ 13.164874] powernow-k8: 1 : pstate 1 (2400 MHz)
    [ 13.164875] powernow-k8: 2 : pstate 2 (1600 MHz)
    [ 13.164876] powernow-k8: 3 : pstate 3 (800 MHz)
    
    Next time someone sends you a bloody report with output like this:
    
    powernow-k8: Found 1 AMD Phenom(tm) II X6 1090T Processor (6 cpu cores) (version 2.20.00)
    powernow-k8: Core Performance Boosting: on.
    powernow-k8: invalid pstate 3 - bad value 3.
    powernow-k8: Please report to BIOS manufacturer
    powernow-k8: 0 : pstate 0 (3200 MHz)
    powernow-k8: 1 : pstate 1 (2400 MHz)
    powernow-k8: 2 : pstate 2 (1600 MHz)
    powernow-k8: invalid pstate 3 - bad value 3.
    powernow-k8: Please report to BIOS manufacturer
    powernow-k8: invalid pstate 3 - bad value 3.
    powernow-k8: Please report to BIOS manufacturer
    powernow-k8: invalid pstate 3 - bad value 3.
    powernow-k8: Please report to BIOS manufacturer
    powernow-k8: invalid pstate 3 - bad value 3.
    powernow-k8: Please report to BIOS manufacturer
    Forward it to your damn BIOS engineers as requested so your customers don't have to call overseas for proper support!
    
    Dean Hilkewich

  • NoEffex
    replied
    Originally posted by Panix View Post
    With the latest Gigabyte news and cynicism over Asus' support, I am wondering who's left.

    I was looking at Asrock and MSI for my next mobo purchase for a 1155 system so I hope either one of those is better.
    I don't recommend ASRock. They are very similar to ASUS in this respect. If it works it works but if there's a bug..good luck getting any help with it. Not to mention if it's AMD-based then (At least on Windows) you have to deal with the worst installer on the face of the planet that just LOVES to throw you the chicken-and-egg problem (You must have the driver to access the hardware, but you must have the hardware to install the driver). It might work just fine on Linux (or in my case, FreeBSD) in that respect, but they still have terribad support.

    I got MSI after ASRock (And am using an MSI board now) and I seriously recommend. "It Just Works" (TM)
    Last edited by NoEffex; 11-26-2011, 04:50 AM.

    Leave a comment:


  • Panix
    replied
    With the latest Gigabyte news and cynicism over Asus' support, I am wondering who's left.

    I was looking at Asrock and MSI for my next mobo purchase for a 1155 system so I hope either one of those is better.

    Leave a comment:


  • Qaridarium
    replied
    Originally posted by bridgman View Post
    LOL EPIC i always do have the same problem...

    Leave a comment:


  • DanL
    replied
    LOL @ that log, especially at "Sonny Brown" (as if that's his real name).
    My last Asus board, an M3A-something, had trouble with multiple SATA disks (forget hotplugging) no matter what bios settings I used. It also put extra voltage in the CPU by default, which kind of burned my CPU since I had a passively-cooled setup that handled the default voltage (I take some blame for that, but still...). I can't stand it when people say, "I'll only buy Asus!" Maybe their higher end boards have better engineers, but their mid-range and low-end stuff is no reason for blind brand loyalty.

    Personally, I like good mid-range boards without frills. Epox was my choice for a while, and then I tried some different brands as they went out of business(Asus, MSI). I've been a happy Biostar T-series user now for my last 4 mobos. I've never needed tech support and I hope I never will.

    Leave a comment:


  • Ex-Cyber
    replied
    Yeah, I had a pretty bad chat with an Asus "tech" myself, though not that bad. I was trying to figure out how to convince the boot manager on a UEFI-based board to boot an EFI executable (i.e. the primary job of a UEFI firmware). Of course, Asus doesn't actually bother to document their stupid boot manager anywhere. He apparently thought I was trying to flash a firmware from a different board/vendor and would not let go of this notion no matter how carefully I tried to explain the actual situation.

    Leave a comment:


  • Soul_keeper
    replied
    my take

    I think the problem with asus is that they never try to provide good reference implementations.

    They try to reinvent the wheel with specially marketable buzzwords ... then don't have the resources to provide support for this reinvented wheel across all platforms.

    I purchased an asus vid card, but can't access the fan speeds on it because of this.
    Also my asus motherboard has the same issues as the original poster's board, perhaps because they didn't bother implementing the acpi tables fully and instead want you to run windows desktop software to adjust everything ....

    Leave a comment:


  • ZedDB
    replied
    It's problems like this that makes me hope that coreboot will take of. But it doesn't seem like any motherboard companies sees the benefits with open source

    Leave a comment:


  • ?John?
    replied
    iDiots

    Originally posted by tettamanti View Post
    <rant>I'm offering to develop and support a driver for their board for free... they should be more than happy to supply the docs... I doubt there's much IP in that crap </rant>
    I don't believe hardware vendors are doing all this stuff because they're trying to protect their precious know-how - considering Dean's experience it's much more likely that most of them are just a bunch of stupid morons who don't have a clue of what they're doing let alone how to do it right.

    Leave a comment:


  • deanjo
    replied
    Originally posted by tettamanti View Post
    It would be great if you could get that mail; I've attempted contact via Novell, without success...
    I even asked the tech support, I'm not sure they understood the question though :P

    <rant>I'm offering to develop and support a driver for their board for free... they should be more than happy to supply the docs... I doubt there's much IP in that crap </rant>
    I'll look to see if I still have it somewhere in my personal accounts. If it was from my old @apple.com email though you could be out of luck. Michael says he has some contacts with them, you might want to drop him a note too.

    Leave a comment:

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