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Customer Review

on July 13, 2012
I purchased this router 6 weeks ago. The setup was fine, although the more you use the user interface, you'll find it can be a bit buggy sometimes, even with the latest firmware. At Week 5, the router randomly lost ALL settings and had to be setup once again. I did this the first time and thought it would be a one-time occurence. Unfortunately, it was NOT. For the next week, I spent countless hours setting it up just to find it would randomly loose all settings and need to be configured again, as if I was hooking it up for the first time. I tried updating the firmware, recovering and resetting the device, even tried switching out my DSL modem, just in case that was the issue. SO frustrating! Since it had been more than 30 days, I couldn't exchange the item and had to reach out to ASUS for support. I filed a ticket that the router was defected and received a long email with troubleshooting recovery steps to run through before I would "call the router defective" (according to an ASUS rep). Well, after a ton of steps that included downloading new firware, new utilities, installing utilities, forcing router into recovery and attempting a firware restoration, the router got stuck at this stage and NEVER came out!!! I finally called ASUS rather than work with their email support and the tech had me run through 3 different processes to try to recover the router. None worked. The saddest part is that eventhough I spent nearly two hundred on this router and countless troubleshooting hours, the BEST ASUS could do to stand by their product was ask me to ship it to them for repair. Estimated 7-10 business days for repair and refused to send a replacement router prior to receiving the defective one. I was so surprised at the poor level of customer service for such an expensive and 6 week-old router. Even my Trendnet Gigabit Switch that went out allowed me to put down a deposit via credit card so that the new item could be sent out asap while I shipped back the defective. And that was for a product 1/8 the cost and older! ASUS loses major point with me on standing by their product to support a customer when things go wrong. Their recommendation to me when I said what will I do without a router for about 2 weeks? - ASUS said: Go out and buy another one with your money, if you can and keep the receipt to return to the store when we send you a replacement. How inconvenient and what poor support of customers! I've had BUFFALO and Linksys in the past and cannot believe how ASUS turned out. 2 Stars only because the router is fast when it works, but not much else.

Update as of August 7, 2012- Changing to 1-Star Review
It's now been well beyond the "7-10" business days I was quoted for router repair. :-( I sent in the router (after all of those hours of troubleshooting) for repair by ASUS on July 13, 2012. They received the router on July 19 and since then, the tracking information on it has NOT changed from "In Repair". That's not even the worst of it. I called ASUS to inquire about the delay. Spoke to the Rep #1 who said "we say 7-10 business days but it can be more like 14". Where on earth did he get "14" from, I don't know. I informed him that all of my note and their confirmation email clearly states 7-10 business days. Frustrated, I asked to speak with a supervisor. Even though I've come to learn ASUS supports is beyond sub-par to anything we should expect, I held out a naive hope that the supervisor would once and for all make this terrible situation right for me as their customer. Once again, ASUS shocked me. The supervisor, in a cold and non-empathic demeanor took the phone, let me know the router was "still in repair" and that he could do nothing to speed up the process. He promised to "send an email" to inquire as to any additional information on the status of the router. It has now been an additional 1 week that has passed by. NO router, NO call from the supervisor or ANY other rep to follow-up. Nothing. In my frustration, I asked the supervisor to please intervene in my situation and that all I wanted was to come home and see the router on front steps- delivered back repaired.

I guess nothing about the customer matters to ASUS. It didn't matter that I paid two hundred dollars for this router, that it was only 6 weeks after purchased when it broke down, that I spent nearly 30 hours troubleshooting via email correspondence, online forums and calls with techs, that I was told to pay to ship the router to them, that I was promised 7-10 business for a returned, repair router but and that it is now August 7, over 1 month since the router first broke down and over 3 weeks since they've had the router physically in their possession for repair, that I called to check on it when it was late, that I pleaded with the supervisor to help me out.

It is certainly clear, by the long line of actions demonstrated towards my case, that ASUS is NOT in the business of doing right by the customer. I will NOT purchase an ASUS product in the future and I advise all those considering an ASUS product to weigh the evidence of my direct experience that has been negative across many reps and all processes related to customer support.
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