[Announcment] Asus Tech Support Now Partnered with XDA

[wideopn11]

Ok that may be an exaggeration but that's what it sounds like from the less than helpful response I got from an Asus representative. I'm just sharing my experience because it really pissed me off. See the email below. I dont expect things to be fixed right away I know bugs are part of new devices, but I dont appreciate getting brushed off and referred to a site that technically has nothing to do with Asus. I love XDA, its a very helpful and informative site, but I don't think XDA is on the Asus payroll for tech support.
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Dear Mr. x,

I'm sorry, but I do not have any information on future release features. I suggest you follow the threads on the XDA forums pertaining to these issues to get the latest information.

Sincerely,

Chris A
Asus Customer Care Specialist

---------- Original Message ----------
From : [email protected]
Sent : 5/21/2012 2:17:36 AM
To : "[email protected]"
Subject : Re:Re:<TSD> Satisfaction-USA(EN): survey error [ID=RTM20120516200057-320]

[CASEID=TM20120521201257]

When is the software bug going to be fixed that won't wake my screen from the
keyboard and when opening the tablet from the keyboard.
Sent from my ASUS TF300
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[supersoulfly]

When is the software bug going to be fixed that won't wake my screen from the
keyboard and when opening the tablet from the keyboard.
Sent from my ASUS TF300
--------------------------------------

Unaware of any bug. Aware of settings.

Under settings - ASUS customized settings - Battery Saving - MobileDock Battery Saving mode - *you want the box left empty*

After opening your tablet while docked click any button on the keyboard to wake up your tablet.

 

[crypysmoker]

Unaware of any bug. Aware of settings.

Under settings - ASUS customized settings - Battery Saving - MobileDock Battery Saving mode - *you want the box left empty*

After opening your tablet while docked click any button on the keyboard to wake up your tablet.

With him. Nver had a problem. Hell, I can wake mine by dragging my finger across the trackpad. That is why The CSR was confused

 

[wideopn11]

I think you are missing the point. And yes I am aware of the settings. I have had multiple conversations with Asus about this bug. On the .17 firmware, the action of opening the tablet from the dock would wake the screen. I know its a small thing but I don't like the response from Asus, check XDA for the latest information. That is the point of the post.

 

[jblah]

i tend to look at the other way. asus seems connected with their customer via xda. i guess they could make their own forum for that but why not use a forum where "geeks" hang out. we provide them with free user testing.

 

[Spitfire]

Haha, I can see how that can be taken as sarcasm/brush off by the OP. Kind of a compliment as well though. Hell, I come here for any problem, I've never contacted a manufacturer.

 

[supersoulfly]

I think you are missing the point. And yes I am aware of the settings. I have had multiple conversations with Asus about this bug. On the .17 firmware, the action of opening the tablet from the dock would wake the screen. I know its a small thing but I don't like the response from Asus, check XDA for the latest information. That is the point of the post.

Yeah.....I'm gonna file this under "Not an issue."

1. You know it's a small thing.
2. Checking XDA, while you may not like it, is good helpful advice.

 

[Wordlywisewiz]

Gary Key he joined XDA right after my social media attack the little spy/awesome guy

Sent from my Kanged Sprint Galaxy Nexus using Tapatalk

 

[compact_wisdom]

At some point, probably more user are checking XDA for updates / news, than asus.com.
Especially in the time of OTA updates.

 

[EndlessDissent]

Yeah, I've never actually been to Asus.com except once while I was researching the TF300. I found out about the .29 update and the unlock tool from here.

 

[wideopn11]

At some point, probably more user are checking XDA for updates / news, than asus.com.
Especially in the time of OTA updates.

I agree with you, I get more info from the forums but that shouldn't be the response from the manufacturer. I bought this tablet and dock for my mom also. She knows nothing about XDA or anything like that. She would contact Asus for support or more likely call me for support (fml).
Oh well, I'm unlocked now so Asus support is useless to me but they still need to know about bugs in there devices and take the appropriate action to fix them, not redirect that responsibility off to forums or google.

 

[Raul69.atl]

At some point, probably more user are checking XDA for updates / news, than asus.com.
Especially in the time of OTA updates.

True but this is gay ....asus with xda


Sent from my SGH-T989 using XDA

 

[Clownatwar]

I agree with you, I get more info from the forums but that shouldn't be the response from the manufacturer. I bought this tablet and dock for my mom also. She knows nothing about XDA or anything like that. She would contact Asus for support or more likely call me for support (fml).
Oh well, I'm unlocked now so Asus support is useless to me but they still need to know about bugs in there devices and take the appropriate action to fix them, not redirect that responsibility off to forums or google.

Hi!

I approve with your criticism, ASUS should keep a firm grip on their stuff out of formality. But here's a different approach:

Would you rather him redirect you to the ASUS website, download section?

When western CSR's work for asian-based companies, they have to rely on the few teleconferences and Excel roadmaps, they know about future updates, but the local CSR's only know a few fixes, and no release date depending on what service level agreement the developers work on. Also when a CSR or his manager gets information, there's a stamp "Internal only" almost all the time, not everything ends under "what to tell customers who complain about [list of bugs]" in their handbook, it should but let's step back a little.

Let's compare with a company that does updates very often: Microsoft. With Windows Update. MS removed the necessity for CSR's to inform when this and that will be fixed - unless you are IT professional, you will be referred to automatic updates. After the release of a fix Microsoft doesn't tell you exactly what the security update does, you can find a link in their website that says along the line: "vulnerability take control of your computer remotely", and details whether it affects Office, and how long it takes to download it at 56kbps lol. When you surf a bit and find the IT Professional bulletins regarding the same update, wow: a link to a general article going over the list of fixes released at that date, and oops - they forgot the very hotfix you were looking into. It is hell not to know what a fix does, and Microsoft gives us all kinds of problems because many fixes breaks other features and they don't know it until they get failure reports.

Asus doesn't document everything in one place for every CSR in the world to get access to in real time. Roadmapping future bug fixes is plain dumb: you focus on fixing as much as possible before the deadline, rather than keeping detailed forecast bulletins for a small cluster of users who, sorry if I offend you there, desire to be respected as a technically knowledgeable customer.

I believe you were given a respectful or at least a sensible response. Apart from the community feedback to the manufacturer, "geek forums" reward curiosity and need for speculations, when no information is available it is the best way to satisfy a user who shows interest in a product's evolution rather than accept it as it is and give it a bad review like most people do.