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DONT BUY ASUS PRODUCTS/TECH SUPPORT HORRIBLE
I have spent the last three months trying to get Asus to fix a bug in
their Silicon 3112 SATA controller on the A7N8X motherboard. I have spent countless hours on hold waiting to talk to technicians who never seem to have any answers or ability to escalate. They just pass me around to voice mails and then never call me back. I left repeated voice mails for their supervisors asking for my issue to be escalated to engineering and fixed and have never received a call back. I called and begged customer service to help and they tell me they will have "their guy" call me back but he never called me back either. In the end, I am stuck with a motherboard that won't work with my hard drives due to a bug in their SATA controller and they knnow it but won't fix it because I am not a big reseller. Other customers are havinng this issue as well. See http://www.hardwareanalysis.com/cont...pic/14811/?o=0. So be warned, ASUS makes products that perform well but don't expect any technical support if you get in a bind. I think I am going to start a web page detailing the horrid Asus tehnical support and post it on slashdot. If you have had any similar issues and would like to contribute content please email me at tilimil AT hotmail.com |
#2
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On 11 Dec 2004 08:37:30 -0800, "tilimil" wrote:
[big whine, chopped and flushed] I think I am going to start a web page detailing the horrid Asus tehnical support and post it on slashdot. If you have had any similar issues and would like to contribute content please email me at tilimil AT hotmail.com um, yeah, whatever....lots o' luck on that.... consider, meanwhile, the millions of customers over tens of years that amazingly seem to do well... but your "issues" outweigh all that? "I don't think so, Tim"... |
#3
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tilimil wrote:
I have spent the last three months trying to get Asus to fix a bug in their Silicon 3112 SATA controller on the A7N8X motherboard. I have spent countless hours on hold waiting to talk to technicians who never seem to have any answers or ability to escalate. They just pass me around to voice mails and then never call me back. I left repeated voice mails for their supervisors asking for my issue to be escalated to engineering and fixed and have never received a call back. I called and begged customer service to help and they tell me they will have "their guy" call me back but he never called me back either. In the end, I am stuck with a motherboard that won't work with my hard drives due to a bug in their SATA controller and they knnow it but won't fix it because I am not a big reseller. Other customers are havinng this issue as well. See http://www.hardwareanalysis.com/cont...pic/14811/?o=0. So be warned, ASUS makes products that perform well but don't expect any technical support if you get in a bind. I think I am going to start a web page detailing the horrid Asus tehnical support and post it on slashdot. If you have had any similar issues and would like to contribute content please email me at tilimil AT hotmail.com I doubt that Asus themselves can do much here, they just get the BIOS code and drivers from Silicon Image, I don't imagine they get access to the code, etc. so you'd likely be better off bugging Silicon Image directly. This sort of thing is why I'm not a big fan of using the RAID that's built into the IDE controllers on most motherboards. They are not hardware RAID anyway, that's just an illusion created by the BIOS and the driver - the handling is basically all done in software. If you want software RAID you might as well just use the RAID support built into Windows or Linux.. -- Robert Hancock Saskatoon, SK, Canada To email, remove "nospam" from Home Page: http://www.roberthancock.com/ |
#4
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I have had the same less than acceptable tech support from ASUS also.
They told me once, "... not to be concerned about my problem...". I do have an ongoing issue that they haven't resolved for a few months. Their own BIOS upgrade stopped their own AI Booster program from functioning. They claim they have escalated it to level two and that level two would contact me. After several calls and emails they still have not contacted me or fixed the problem via a download from their site. I have had nothing but bad experiences with ASUS support. On the other hand, I have had some of the best support ever from Microsoft! Yes this may sound strange, but they went above and beyond to come up with a resolution for a problem I was having with my wireless bluetooth mouse software. |
#5
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Robert Hancock wrote: tilimil wrote: I have spent the last three months trying to get Asus to fix a bug in their Silicon 3112 SATA controller on the A7N8X motherboard. I have spent countless hours on hold waiting to talk to technicians who never seem to have any answers or ability to escalate. They just pass me around to voice mails and then never call me back. I left repeated voice mails for their supervisors asking for my issue to be escalated to engineering and fixed and have never received a call back. I called and begged customer service to help and they tell me they will have "their guy" call me back but he never called me back either. In the end, I am stuck with a motherboard that won't work with my hard drives due to a bug in their SATA controller and they knnow it but won't fix it because I am not a big reseller. Other customers are havinng this issue as well. See http://www.hardwareanalysis.com/cont...pic/14811/?o=0. So be warned, ASUS makes products that perform well but don't expect any technical support if you get in a bind. I think I am going to start a web page detailing the horrid Asus tehnical support and post it on slashdot. If you have had any similar issues and would like to contribute content please email me at tilimil AT hotmail.com I doubt that Asus themselves can do much here, they just get the BIOS code and drivers from Silicon Image, I don't imagine they get access to the code, etc. so you'd likely be better off bugging Silicon Image directly. This sort of thing is why I'm not a big fan of using the RAID that's built into the IDE controllers on most motherboards. They are not hardware RAID anyway, that's just an illusion created by the BIOS and the driver - the handling is basically all done in software. If you want software RAID you might as well just use the RAID support built into Windows or Linux.. -- Robert Hancock Saskatoon, SK, Canada To email, remove "nospam" from Home Page: http://www.roberthancock.com/ Ture, but it is my understanding that the controller BIOS is also part of the image when you upgrade the mobo BIOS. |
#6
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Robert Hancock wrote: tilimil wrote: I have spent the last three months trying to get Asus to fix a bug in their Silicon 3112 SATA controller on the A7N8X motherboard. I have spent countless hours on hold waiting to talk to technicians who never seem to have any answers or ability to escalate. They just pass me around to voice mails and then never call me back. I left repeated voice mails for their supervisors asking for my issue to be escalated to engineering and fixed and have never received a call back. I called and begged customer service to help and they tell me they will have "their guy" call me back but he never called me back either. In the end, I am stuck with a motherboard that won't work with my hard drives due to a bug in their SATA controller and they knnow it but won't fix it because I am not a big reseller. Other customers are havinng this issue as well. See http://www.hardwareanalysis.com/cont...pic/14811/?o=0. So be warned, ASUS makes products that perform well but don't expect any technical support if you get in a bind. I think I am going to start a web page detailing the horrid Asus tehnical support and post it on slashdot. If you have had any similar issues and would like to contribute content please email me at tilimil AT hotmail.com I doubt that Asus themselves can do much here, they just get the BIOS code and drivers from Silicon Image, I don't imagine they get access to the code, etc. so you'd likely be better off bugging Silicon Image directly. This sort of thing is why I'm not a big fan of using the RAID that's built into the IDE controllers on most motherboards. They are not hardware RAID anyway, that's just an illusion created by the BIOS and the driver - the handling is basically all done in software. If you want software RAID you might as well just use the RAID support built into Windows or Linux.. -- Robert Hancock Saskatoon, SK, Canada To email, remove "nospam" from Home Page: http://www.roberthancock.com/ Ture, but it is my understanding that the controller BIOS is also part of the image when you upgrade the mobo BIOS. |
#7
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I have NEVER had a problem with an ASUS product whether it was a motherboard
or video card so the quality of their TECH SUPPORT is irrelevant. I have however heard people have had good results with RMA's etc... On the other hand, the TWO times I have NOT used ASUS and used ABIT, with the 820 chipset was out.... the capacitors swelled up on the ABIT board and both boards stopped working until I replaced the caps myself.. ASUS makes a great product, period... wrote in message oups.com... I have had the same less than acceptable tech support from ASUS also. They told me once, "... not to be concerned about my problem...". I do have an ongoing issue that they haven't resolved for a few months. Their own BIOS upgrade stopped their own AI Booster program from functioning. They claim they have escalated it to level two and that level two would contact me. After several calls and emails they still have not contacted me or fixed the problem via a download from their site. I have had nothing but bad experiences with ASUS support. On the other hand, I have had some of the best support ever from Microsoft! Yes this may sound strange, but they went above and beyond to come up with a resolution for a problem I was having with my wireless bluetooth mouse software. |
#8
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Sorry to disagree,but when i had a problem with my board there was not
issues or anything about doing an RMA on it,it went back they fixed it,i am happy with it now.I am a manager for the computer department in the store that i work at,ASUS has been very good to us on all our tech calls aswell as or RMAs,which i might add is very few. When we called there Tech support we got all the answers that we need and are very happy with them. And we are not a big buissness either,we have two stores in northern maine. Just my two pennys "tilimil" wrote in message oups.com... I have spent the last three months trying to get Asus to fix a bug in their Silicon 3112 SATA controller on the A7N8X motherboard. I have spent countless hours on hold waiting to talk to technicians who never seem to have any answers or ability to escalate. They just pass me around to voice mails and then never call me back. I left repeated voice mails for their supervisors asking for my issue to be escalated to engineering and fixed and have never received a call back. I called and begged customer service to help and they tell me they will have "their guy" call me back but he never called me back either. In the end, I am stuck with a motherboard that won't work with my hard drives due to a bug in their SATA controller and they knnow it but won't fix it because I am not a big reseller. Other customers are havinng this issue as well. See http://www.hardwareanalysis.com/cont...pic/14811/?o=0. So be warned, ASUS makes products that perform well but don't expect any technical support if you get in a bind. I think I am going to start a web page detailing the horrid Asus tehnical support and post it on slashdot. If you have had any similar issues and would like to contribute content please email me at tilimil AT hotmail.com |
#9
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In article .com,
"tilimil" wrote: I have spent the last three months trying to get Asus to fix a bug in their Silicon 3112 SATA controller on the A7N8X motherboard. I have spent countless hours on hold waiting to talk to technicians who never seem to have any answers or ability to escalate. They just pass me around to voice mails and then never call me back. I left repeated voice mails for their supervisors asking for my issue to be escalated to engineering and fixed and have never received a call back. I called and begged customer service to help and they tell me they will have "their guy" call me back but he never called me back either. In the end, I am stuck with a motherboard that won't work with my hard drives due to a bug in their SATA controller and they knnow it but won't fix it because I am not a big reseller. Other customers are havinng this issue as well. See http://www.hardwareanalysis.com/cont...pic/14811/?o=0. So be warned, ASUS makes products that perform well but don't expect any technical support if you get in a bind. I think I am going to start a web page detailing the horrid Asus tehnical support and post it on slashdot. If you have had any similar issues and would like to contribute content please email me at tilimil AT hotmail.com The Silicon Image database is here. It is a PITA, due to the use of cookies in their URLs. That is why, even if I posted a URL, and you picked up my URL two hours from now, the URL would be invalid, and I think the IP address is hashed into the cookie. Thus, you have to bore down and find the SIL3112 info on the database yourself. I have quoted the text I found, for your convenience. http://12.24.47.40/display/2/index.asp ************ SiI3112A: nForce Data Corruption Data corruption problems can occur with nForce-based motherboards such as the Asus A7N8X when multiple hard drives are attached to the SATA controller. This problem is related to an issue with the PCI controller in the nVidia chipset and can be fixed with a system BIOS update. For the latest BIOS updates for your nForce motherboard that fixes the data corruption problem, please visit the website of your motherboard maker for the appropriate BIOS and flash utilities. Silicon Image cannot provide the solution to this issue since it involves a change to the system BIOS settings on the motherboard. There were no revisions made to the drivers for the SiI3112A so you may use the latest version posted on this website. Please check the Related Articles link on the lower right. Links to a few motherboard download sites are below: Asus Abit Leadtek Comments/Special Instructions: Please get the system BIOS update from your respective motherboard manufacturer. ************ SiI3x12: Serial ATA (SATA) RAID/IDE BIOS - Released The latest BIOS files for the SiI3x12 can be downloaded from the links on the right. Both the RAID and IDE BIOS are contained in the zip file. The rXXXX.bin file is the RAID BIOS and the bXXXX.bin file is the IDE BIOS. The third XXXX.bin file which has no letter in front of it is an abbreviated BIOS intended for use by OEMs for integration into system/motherboard BIOS. It is not intended for use by end-users. Do NOT flash this file into an add-in card BIOS. NOTE: BIOS version 4.2.xx is for the SiI3112A, while BIOS version 4.3.xx is for the SiI3512. Older versions of the SiI3112A BIOS (4.1.35, 4.1.50), are also provided for reference. Please go to the related articles link on the lower right for the latest version of our BIOS flash utilities. Comments/Special Instructions: The BIOS files attached here are intended for use with ADD-IN cards, not motherboards. To get the latest SiI3x12 BIOS for your motherboard, please go to your motherboard manufacturer's website for updates. For the SiI3x12A, the IDE and RAID BIOS are the same size so you should be able to use the same EPROM or Flash BIOS without a problem. However, please note that the attached Flash utility will only work with cards with Flash-based BIOS. EPROM-based BIOS will need to be upgraded using and EEPROM programmer. Changes in bios revision 4347 include: 1) Change init raid parameter to run code to fix AMI EBDA issue and remove the "imcompleted raid set" message 2) Zero Bar5 address 0x014c and 0x1cc bit0 and bit1 for 3512 3) Change BIOS display for Sync and rebuild status. 4)Change the copyright year from 2003 to 2004 and remove smart self test. 5)Change PIO data read handling and release the EPAD version of 3512 as public download and no-EPAD version as internal use. Changes in 3112 bios revision 4250 include: 1) Address Identify data problem when more than single sector issue 2) Properly set watch dog timer 3) Change the HD size display when used in conjunction with the 3726 4) Change the drive size displayed in BIOS RAID GUI display correct drive size ************ From the sidebar Article Number 10443 Last Reviewed: 9/20/2004 Print Article Attachments 3512_x86_ribios-4347.zip 3112_x86_ribios-4250.zip --- 4.2.50 06/25/2004 ************* Here is the current Asus BIOS situation: If you download an Asus BIOS, unzip, load the .bin file into a hex editor, then look for instances of "lh5" ascii in the file, you'll find the module names inside the BIOS. The SIL3112 RAID module is a four digit file name like "4150" etc. This is what I found for A7N8X Deluxe and A7N8X-E Deluxe (A7N8X has no SIL3112 and no module). A7N8X_Deluxe_106_AN8D1009 Silicon Image RAID 4247 http://www.asus.com.tw/pub/ASUS/mb/s...e/AN8D1009.zip A7N8X_Deluxe_2.0_c1005d02 Silicon Image RAID 4150 http://www.asus.com.tw/pub/ASUS/mb/s...e/c1005d02.zip A7N8X-E_C18E1013 Silicon Image RAID 4247 http://www.asus.com.tw/pub/ASUS/mb/s...e/C18E1013.zip No Asus BIOS contains 4250 that I can see. It is possible 4247 fixes the "imcomplete RAID set" error, but the release notes above mention 4347, and I somehow doubt the two release streams are synchronized. If you wish to live on the bleeding edge, go here and search for "A7N8X" and "4250". There is a good group of BIOS hackers here, and they fix up Asus and other BIOS, to solve some of these problems. http://www.nforcershq.com/forum/search.php Click the "search for all terms" button. The search should return just five links currently. The second link looks interesting: Forum Topics Last Post* ASUS "HOW TO ENABLE EMS SUPPORT ON A7N8X BASED BOARDS" Nov 30, 2004 12:39 am ASUS "A7N8X-D Rev.2.0 1008 with sata 4.2.50 by trats and RedDwarf!" Nov 21, 2004 4:07 am ASUS "A7N8X Deluxe Samsung SATA drive playdead" Nov 17, 2004 6:29 am ASUS "New BIOS for A7N8X Deluxe rev2.0 1008 and A7N8X rev2.0 1010" Oct 22, 2004 8:29 am ASUS "A7N8X Deluxe BIOS 1009 rev 1.0x über here!" Oct 10, 2004 1:56 am That should give you something to research. I am using a Trats BIOS now, and it works OK. As for the Microsoft end of things, the cache flushing issues, these issues have existed for years, and I doubt I could find as much on the issue, as is listed in the thread you posted. If you were to do anything, it would be to encourage Asus to continue to put the latest issued RAID BIOS module into their BIOS files, as that is the only way for a normal end user to get whatever fixes are available. The fact that SIL knows about the "incomplete RAID set", means the problem had been reported some time ago. HTH, Paul |
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