Hello ASUS Community,
I’m a long time ASUS customer and advocate, and I’ve always recommended ASUS to colleagues and friends. Unfortunately, I’m now facing the most difficult support experience I’ve ever had, and I’m hoping a supervisor or escalation team member can help bring clarity and a swift resolution.
Summary of what happened:
My laptop’s display suddenly stopped turning on.
Support advised me to send the device in for repair, which I did, following all instructions.
After a week with no update, I called in and was told there is now a courier claim filed and I need to wait up to 14 business days for investigation results. The communication has been inconsistent with earlier messages that suggested the device would either be repaired or returned. I’m now unclear whether my laptop is in repair, in transit, or lost.
Why this is urgent:
This is my primary work device, and the delays and lack of clear status are directly impacting my job.
I’ve been an ASUS customer for years, and this experience has been deeply disappointing mostly due to unclear updates and shifting timelines. I’m posting here in good faith, hoping to connect with someone who can take ownership and help bring this to a prompt, professional resolution. I truly want to remain an ASUS customer, but I need clear communication and action to get my work life back on track. What can i do now?
