@@ScooterMediaVideosll brands are same hp laptop dying out after bios update they refused me while i was under warranty they said the cpu is dead, but i fixed it myself thier bios update was crap causing problems i removed the bios rooted the device it's working fine what cpu dead? Always find offline service centre where you go in talk them physically.
That sucks! Did you pay on a credit card? In the UK you can claim through the credit card company. That has really put me off Asus. Have you had any further contact? How about twitter?
I wonder if out of 5.8k views, none is by an Asus employee. A good company should get back to you promptly because this video will definitely harm their sales. I am holding my decision to buy this laptop unless I hear from you that they reached out, explained the situation, and apologized for being so careless. Thank you for sharing your experience, your honest opinion, and educating us.
If I ever hear from Asus I will post an update, but I can't see that happening. I just thought it was important to share my experience so people can make an educated decision after hearing what I went through. Thanks!
Its not mutch diferent with any company .. They are for making money ehheh you can be even happy if you heard than Linus(youtuber) want repair Apple PC and no matter of cost ....they dont do it .... But there are some peoples like Luis Rossman(youtuber) who do repairs like that .... And even make video about it .
Thank you for sharing your experience. It is very important for us consumers to highlight & share our experiences, and I do hope that they reach the right ears at the manufacturers. I just went through a similarly frustrating experience with HP with my HP Spectre Folio. But finally after a frustrating gauntlet of hitting dead ends, I was able to connect to the right person in the right department. I had to pay out of pocket of course because it was out of warranty (which was reasonable and definitely worth it), but after that call the process was super organized, professional and quick. Got my laptop back today - working like new. But this widespread challenge of trying to get support from these multi-billion dollar, global corporations, really needs to be addressed. It seems the larger the organization, the more difficult (sometimes impossible) it becomes to get any support. Thanks again for your feedback.
Thanks for the comment! It's too bad that you went through a similar situation but it sounds like a positive outcome at the end. Thanks for sharing your experience.
Great and honest review. I was considering to buy this same model after sort of learning the the Fold is a bit weak under the hood. Been an avid Asus fan and had quite a few phones and notebooks over the years. But maybe time to reconsider if their customer service is that atrocious!!! Thanks for sharing your experience!
Thanks so much for sharing your story! I‘m from Switzerland, own the exact same laptop and had a very similar story. 😳 Dealing with Asus support was unbelievable! I assumed it’s just a regional issue but apparently not. Asus makes so great products but sadly their customer service is really… uhm 💩.
Strange, had the same model since mid 2021 running Win 11 Pro and no problems with either O/S or ASUS updates so not had a reason to contact them in the UK. None the less thank you for pointing out a potential pitfall.
At least we have 6 years cover in UK and most of Europe with the retailer concerned rather than the manufacturer. I've had to exercise my rights a couple of times over the years.
My Zenbook Duo had no issues (mine is a cheaper model). But it's not my main laptop (MBP is) so that might be one of the reasons. But... I had Asus ROG Stix a few years ago and its screen just died 1 month after the warranty (after 13 months) and authorized experts checked it and said it was something more seriouts - they wanted almost the cost of the laptop to fix it. The Zenbook Duo is my olny laptop with extended warranty btw - mostly because of the hindges which look very fragile (it's still in warranty).
I'm going to speculate and say that they had no idea what was wrong and were going to charge you to replace the whole motherboard. $2,700 for a new motherboard is insane, I replaced many motherboards for less than $1,000, granted they were all lower spec machines than what you have. Situations like this show that importance of third party repair, and right to repair. You ought to be able to shop around and get a good price for such a repair as opposed to being forced to get it from Asus who can charge so high that the only way forward is to get a new laptop and generate e-waste.
Hey man , I had exactly the same issue on my 14" Zenduo after 5 months, Took it back to the seller who FOBBED me off as much as they could until the near local service centre sent it back after 7 ...yes 7 weeks saying they couldn't repair it. Like yourself i'd hardly used it under stress yet it died. Absolutely loved it and as you say, I will never buy a ASUS product again due to the retailer and the service centre replys....Fortunately I got a full refund and you have my sincere sympathies on your very expensive paperweight...thanks again...w
Thanks for sharing your experience with us here. I also have a Zenbook Duo UX482 model which I think it quite sexy and innovative at the time, and my current daily driver for a notebook/desktop replacment is an asus zephyrus duo 16 and a Lenovo Thinkpad Extreme Gen 4. To be frankly Asus wasn't the best reputation on their after sales service even here in Hong Kong. My best experience for after sales service on a Windows notebook is always Lenovo Thinkpad series. Usually their Thinkpad commercial series, will come include with a 3 years on site service to get your Notebook repair right at the location you prefer even at your home. This is just my experince to share in case you in the market for a new workhorse for your future purchase.
Exactly my sentiment. That's why I use Lenovo. The best. I have two Thinkpads. This is a Chinese company that is leading the world. Their business support is pretty good with on site repair too.
I have the same laptop. So far it still works properly. I use it mostly for gaming and movies. I think I might but the extended warranty from the microcenter I bought it from. If asus is going to give you so much crap, Id rather not have to deal with them.
Thank you for the review. I had a similar problem with my ASUS laptop years ago. My model is much more older and with less specs, but it happened 1 or 2 years after I bought it. I repaired it myself after I've realized that the problem wasn't the hardware at all, but Windows was the one to blame. It took me a week to figure out how to solve that problem, but once that was done it was up and running. It happened a few times since then, especially after a Windows update, so I stopped them completely. I am not suggesting that this is your problem, but in my case I know for sure it was all caused by Windows so you can look into that.
@@ScooterMediaVideos sfc /scannow. Then run command dism /online /cleanup-image /restorehealth. Maybe that helps if it is an Windows problem. I had die an older Sony Vaio Windows Vista laptop with pixeled screen like that as well. I assume an capacitor blew or waas defective over the years.
@9mmfederalrimmed235 the same reason, 15 years on, that I've always been skeptical of laptops. Still crying. This review doesn't help my skepticism, but it might help my wallet. I don't mind if things break if you can fix them, but it seems like there needs to be a reckoning for laptop producers.
This guy has the best the most reasonable and patient man ever. Salute to you cuz damnnn. I’m looking at buying this exact laptop now I’m nervous about it 😬
I was about to buy ASUS Zenbook Duo but drooped the idea after watching your very informative video. In todays busy world its all about after sale/ customer services. Thank you for your wonderful video.
I still have mine working till now. The funny thing is most of the time it's on under performance mode for 8 hours a day. And leave it playing alone on a game AFK 6-7 days a week. The only thing you need to worry about will be the fan so you basically need to clean it up once every 2 weeks and change the thermal paste once every 2 months and all good.
@@ScooterMediaVideos yeah! I'm pretty hardcore on mine for online games and since I work remotely thus create video editing for my page occasionally. I cannot complain just proper maintenance and it can last for a lifetime :D
Most thermal paste should last many years, not sure why you need to change yours every 2 months. Not to mention, majority of people doesn't have the skill to change the thermal paste on their own. Blow the fan regularly is a good idea though.
Thanks man. I seen enough reviews saying customer service is not great and I’ve been holding off replacing my 10 year old MacBook Pro and really liked the Duo because more screens is better and I deal with Windows applications for work. I might try to make it an 11 year old MB Pro
You have saved me from some potential hassles down the road. I was on my way out to buy an Asus Zen PRO and decided to come on UA-cam first to check out some reviews. Asus’s customer service is dreadful. I am happy I came across your video. And I admire your patience. My husband wants me to get a MAC PRO, but I don’t have time for the learning curve.
Sorry to say, if you think Apples customer experience is going to be much better, you might be in for a shock. Research Apple customer repairs. Having said this, they are more likely to be reachable so thats something. Good luck.
@@SonixSquad thanks, I'm hoping the Mac is still working after a year and I don't have to deal with customer service but if I do it can't be any worse than this experience.
@@ScooterMediaVideos Your Mac will defiantly last for a long time, I'm writing this comment on my 2015 Macbook Pro, it started getting really hot just a few months ago but it will still work.
Did you ever think about taking it a local shop to have it looked at and get their assesment? I have the original Pro Duo and it still the most amazing laptop I have ever owned. I've recently decided to replace the battery, as the laptop dies pretty quickly now when not plugged in, which is par the course for a 3+ year old laptop. I plan on doing the replacement myself, as I have experience replacing batteries, displays, etc, throughout my IT helpdesk career. All this to say,... before just letting it be a paper weight, I'd at least have soneone attempt to fix it, even if it's not Asus.
I thought about taking it in to a local shop to get it fixed but at some point I have to stop spending money on the laptop. It cost me 5K to begin with, then cost me to have my data taken off and returned, then cost me to have it assessed...I couldn't just keep pouring money into it. I have moved onto the new MacBook Pro and couldn't be happier. 👍
I am sorry to hear what happened to you. After owning my UX582 ( 12900H W/ 3070 Ti) for about 6 days, I decided to return it. From my experience owning over 55+ high end laptops both for my business and personal use, it is always a bad sign when owning a laptop that runs very warm when doing basic task. The UX582 ran so warm just from watching some youtube videos, it warms up my entire aluminum laptop stand which no other laptops I have owned did that. When a laptop runs this warm/hot, the internal components are constantly under stress especially the parts are made of plastic. Same thing happened to my 2021 XPS 15 that died after 4 months used for video editiing. Right now I am using the 2023 UX8402 max specs and it runs SO MUCH cooler than the UX582 whether I am gaming or editing videos, you may consider to get one of those if you want to get a 2 screens laptop again. A little tip is that I tend to do most tasks on a external NVME drive, it greatly reduces the stress putting on a laptop.
Thanks for sharing this. I've been researching the Asus duo. I think you've just convinced me to go with another brand but it won't be Lenovo because the hinges just broke on mine after it was out of warranty for about 2 months. Apparently this is a common problem with the yoga.
@@ScooterMediaVideos Did you research customer reviews before buying your MacBook? I don't believe I've ever heard of anyone unhappy with one (and I know someone personally)!
@@amysbees6686 yes, I did research customer reviews before purchasing the MacBook. For the most part everyone was happy with it, and so far it has been amazing. 👍
Thanks for sharing. I was considering this Pro Duo 16, but now I'm not. I had an HP Envy and it was 5 yrs old. It died and I sent it in for repair which guaranteed it fixed in 1 week. I think it was $250. After 1 week I called and they said the motherboard failed and they could not get another one to fix it. So they gave me the new cost of it, ($1700 think) and let me pick out a new one. They even upgraded me to a $2400 one because they no longer had DVD drives and I wanted one. So I was totally happy with HP customer service.
So sorry you had this awful customer service experience. I have the same model (UX582) and love it. Fortunately, I've had no issues thus far. I hope I don't, because the prospects for resolution don't look great based on your experience. Hang in there and keep up the great videos!
Wow. I was actually going to pull the trigger on it after drooling over this laptop for over a year for 3d animation work. Customer service is BIG for me and I'm sure many others. Pretty sure you've saved me from a massive headache. Thanks.
they have no after sales service - exact same frustration here. products are so cool but NOT worth investment when they are not supported... you cant even get through let alone any sort of support.. I am also in Canada and the products ASUS have in the market (I have 5 including the Pro Duo+ ) are entirely unsupported
I need to replace my 8 year old Asus. It was the flagship model when I purchased it and it performed well. Like you I purchased my wife one as well upgraded a few years later. It is finally dying. I thought I wanted the duo laptop until I saw your video. Asus owes all of us a response as the shared comments are very similar. Now for the first time after owning multiple Asus laptops and pads, I have serious doubts! Thank you for sharing.
I think you're the first person that's had an Asus for 8 years that's commented! Everyone else has had similar issues and Asus really doesn't seem to care! 👍
I have the ux52 with 3070 and 10870h. Everything working great for me. Also I buy Asus products all the time, 2080, 3080, 4090. Had an issue with 3080 and was sent a new one. I think your situation happens but doesn't represent the normal Asus support experience. Sucks though, as shit does happen sometimes.
I sure hope it doesn't represent the normal Asus support experience! I thought it was important to be up front and transparent about my experience since I reviewed the laptop earlier.
All of this is unfortunate. At the end of the day, most people who can afford to purchase these expensive gadgets want good customer service. I have three laptops: Lenovo, Microsoft, and ASUS--all on the higher end. Recently, had to send the Microsoft back due to issues, and it was relatively easy, minus the inconvenience of sending it back. That said, I was thinking about buying another ASUS, but after hearing about your experiences---NADA, I can't do it. I don't mind paying, but what I can't stand is bad customer service for products and services that don't work. I'm sure if I purchased an ASUS, it would be just fine, but honestly, why chance it and have to deal with customer service reps who aren't empowered to get the job done, or worse yet, just don't get it. Thank you for this review--I hate to hear about your experience, but I'm glad I ran into it, and I'll take your experience as a warning that I don't want to put myself through.
Yes, I consider this an expensive learning experience! I would hope that my case isn't the norm and that most people would have a better experience than I had. I don't want to dissuade anyone from purchasing Asus products but thought it was important to share my experience since I reviewed the laptop.
Anybody had a similar experience with ASUS UK? I'd pretty much convinced myself that the Zenbook Duo was going to be my next laptop, but after hearing this, I'm not so sure.
I can't speak for ASUS UK, but I really hope that my experience wasn't the norm and that most customer service dealings with ASUS will be better than what I experienced. 🤞
being in the UK i had to get a motherboard sent back to be looked at (on the ports was bent on arrival). took 15 days to be sorted. So its not that bad in the UK but customer support for any company is bad. ASUS are just more notable due to their lack of communication with each other and the customer.
I have seen good reviews for this laptop and was considering going with Asus, but your story and those of others are having me look elsewhere. Regardless of how good of a computer it is, if there is no customer support, especially at the 5K cost level then they don't need my business. Thank you for sharing.
mate... ASUS is one of many when it comes to shit customer support. You would be supprised at how bad some places are. Plus i dont think it is even near 5k anymore. its around 1-2k. Which is are better price range. Tho arguably a little under for what you get.
Very good information and it's unfortunate that ASUS treats their customers this way. I really like their products, but I also have had some issues with their website and customer service. I will probably not spend a lot of money buying something that has no product backing and no customer support anymore.
Thanks for sharing that. Scary to hear since I have a ZenBook Pro Duo UX582. Still working fine and I hope it stays that way. It's kind of funny, you Canadian guys are so polite. If this was a post from someone in the states they would have probably skewered Asus and it certainly sounds like they deserve it.
Lol, yes they certainly deserve it, and yes we Canadians are probably too polite but that's ok! Hopefully you have better luck with yours than I did. 👍
@@ScooterMediaVideosnot too polite!! I kept admiring you're restraint. Like you managed to absorb the Zen part. I'm ashamed, I was so annoyed, I ended a chat with the phone company yesterday, "Are we done? After this experience, I need to go kick a teddy bear. " "Yes. Have a good day."
Wow! This is invaluable. I agonized between this laptop and MacBook Pro and ended up with the MacBook, a few months ago. Kept wondering if I really made the right choice until I saw this video. I live in Kenya so I imagine the customer service may not have been any better. I’m now at peace thanks.
I have been a long term Asus fan, but I have to say, although Asus Australia has been relatively easier to get in touch with, the repair process us just awful... I was about to purchase a zenbook duo pro full spec, but now I think I will go for lower spec with a good desktop for power processing needs.
Totally get you! I have the Asus 15 Pro Duo UX582LR. Something tells me mine is headed that way for soon crapping out as well. My laptop hardly ever gets moved, it's always been very well taken care of. But every so often I can be working on editing photos (I'm a photographer) and it will just turn off in the middle of me making an edit. Everything goes black. When I press the power button, the power button itself does a quick flash but still doesn't come on. I have to hold the power button down to restart it, but then it turns on as if it was just in sleep mode. Oh and yes, this started happening after my warranty has expired. I really want to go back to a Mac.
Thanks for sharing! I have the same laptop, and it is unfortunate to hear about Asus customer service support. On my experience with the laptop I have noticed that using performance mode, the CPU goes on more than 90° C, while setting Full Speed mode (manually, through ProArt Creator Hub) the CPU is around 65° and 70° (using Blender render)... I just hope it lasts longer.
@@ScooterMediaVideos it wasnt a fluke. if you run at max settings while 24/7 plug in it absolutely rails the laptop and kills it. (im impressed it lasted half a year)
Thanks man , was just about to buy an ASUS , just changed my mind ! I hope ASUS are reading all this , they need to sort it . Wonder if they have yet , we are 1 year since your video.
Thank You for sharing your experience with their customer support! I have exactly the same problem with an Asus Zenbook Oled. It died after 13 months.. I was thinking to send it to Asus to get it repaired. Thanks for saving me time and frustrations. I will buy an other Brand. 👍
So glad i watched this before committing to a purchase. Customer service care at ASUS sounds absolutely horrifying. No way will be spending 3-4000$ on a machine from ASUS!
I think asus makes some really cutting edge and interesting products, and unfortunately I've had nothing but issues with any of them that I've purchased.
@Scooter Media I've been through about 8 asus laptops at this point and all of them have broke on me in some way within the first few months. My experience with their customer service has been just as disappointing as your unfortunately. Ready to give up on for good
What a nightmare. I was going to buy one but am thinking again. May get a macbook air. Apple generally give good service and if not you can go into the store and makes lots of noise.
Wow. Did you ever figure out what happened? My last PC before switching to Mac in 2018 was an Asus and I, like you, loved it so much I got my wife to buy one. Now I’m in the market for a PC laptop again and this really makes me think twice about Asus, specifically this laptop as it’s definitely on the short list.
No, after this experience I decided I would not spend another dime on the laptop. I have since moved to the new MacBook Pro M2 Max and have been loving it.
@@ScooterMediaVideos I certainly don’t blame you. If I didn’t need a Windows PC I’d go the same route with the MacBook. Mine is a little long in the tooth. But I think I’ll go Lenovo. Thanks for the response!
I live in the US and found this video while searching for what laptop I should purchase. Based on this, I have now crossed Asus Zenbook off my list. I do not need this kind of headache while going through college!
This video just oozes how upset you are, I was going to buy the 14.5" version but now, I'm not so sure, customer service is such an important thing and when you are spending that much for a laptop the service needs to be there, and to pay for a report that doesn't even show what needs changing is outrageous, personally if it was me I'd be emailing the CEO, you have some genuine complaints and they have some reconciliation to do to win you back as a customer.
Thanks! They will never win me back as a customer and I've wasted too much time and money dealing with them already. Best of luck if you decide to go for the 14.5" version, I hope you have better luck than I did!
@Scooter Media I think you reminded me just how bad things can go, I soo wanted the dual screen, but perhaps I should be foregoing these funky features and getting a Framework laptop instead, at least then I'll know it can be easily repaired. Or perhaps another Thinkpad, they're indestructibe!
Asus needs to fix their customer service. It sucks that they can't spend a little bit more money to help out their customer base when the customer spends a big chunk of money.
I have the first version of the pro Duo, the one without the the elevated 2nd screen. Mine is completely attached to the main keyboard. Got it around september 2020. It has worked great, however in the last 3 months I have had the same problem with the 2 black screens. The first time, pressing the on/off botton didn't work, I had to leave it on until the battery ran out. Then I plugged it and turned it on and it worked as if nothing had happened. Not long ago, the same thing happened again. This time, pressing for a few seconds the off bottom did work, but once the computer started, it went directly to the two black screens. I had to repeat the on/off process for about five or six times until it rebooted properely. Now it is working fine, but after seeing your video, I am beginning to worry that it might just be a matter of time before mine completely stops working.
Thanks for the review. I've had an ASUS 8402ZA for a little over a year now. So far I have had no problem with my product. I just started thinking about buying the same product for my wife for Christmas. I need to replace a PC that has worked reliably for many years. My assumption was that I would replace it by buying another of the same model. I hoped that the products are reliable, will serve for more years and I will not have a problem with a complaint or with a possible post-warranty repair. Your review helped me change my mind - I will buy a product from Lenovo to avoid such problems with ASUS customer service.
Thanks for charing your story. I would never spend $5,000 on any laptop. For $1500 you can build any desktop computer with specifications that no laptop can match. Especially for gaming, graphics and video editing. And then you have the entire system under control. If a component breaks down, you can easily replace it yourself. It's not difficult or complicated. When it comes to laptops I only buy simple Lenovo Thinkpads or Dell business laptops and don't spend more than 1000 dollars.
Yes, as I mentioned I have used desktops my whole life and this was my first laptop...I expected to be traveling more and wanted a top-of-the-line video editing laptop for my video production business. In my case it didn't work out!
@@ScooterMediaVideos Hi, sorry you are right, I forgot that part. Thanks for the additional explanation. The prices of high-end laptops these days are in no relation to service levels they providing. It is so frustrating.
Maybe a complain directly to the Taiwan headquarter might help. Directly to their Chairman & Chief Branding Officer Jonney Shih. Maybe that will shake up their Canadian office......
I have the 2060 i9 2tb ux581, it’s glitched out before, but my only issue is that it has to stay plugged in, it doesn’t hold for longer than 15 mins any more. I’m thinking about buying the battery and taking it to a nearby tech store ..
Been around the block with mfg warranties on expensive electronics with close to your experience, sucks! FWIW, I've not had an issue with laptops since deciding to always keep them on a laptop cooler and periodically blow any dust out with an air compressor at ~ 80 psi - blow the opposite direction of air flow. It's amazing how much dust comes out. I run my asus zenbook pro duo i9 32gb Nvidia on performance mode all the time using graphics intensive apps. Knock on something that she's still going strong almost 2 yrs now. Also put 4TB inside but keep images and backups periodically. Best of luck with your apple. I was once certified in apple computer and printer repair but I never could get them to do what I wanted.
Thanks for the heads up on laptop maintenance, the Asus was my first laptop so maybe I needed to clean it better. 🤷♂️ So far the Mac has been amazing and it's been about a year! 👍
It is a-what i have done to deserve this -rant.....I totally understand u mate....i have been feeling this in the back of my mind for last 15 yrs due to a life damning experience....Sometimes it happens to the best of the guys like u....Join the club!!
I appreciate your honest review. I repair electronics and have seen computers would power up, lights on, but no display. Every single time this happended it has been a bad DDR memory stick. Try to get it open and replace the memory modules. This could make it work. Or have your memory modules tested on another laptop. Let me know if anything good comes out of this.
Thanks for the insight and heads up. Great video. On the other hand sorry you had to go through that. I would have been on fire 🔥 🤬 Also honestly I'm strongly considering purchasing this laptop but now I have to do a little more digging and if I do I'll purchase additional protection for sure. It seems like a great choice for editing. Smh. Nevertheless thanks again and I'll be checking out more of your content. Salute 🫡
Great sharing this bad experience as this makes a big impact on potential Asus buyers. I was considering to click the BUY button already and then I tried some due diligence to see if there are any bad reviews for this product and you experience was a deal breaker for me... Back to Apple Mac Air I guess for me, my previous MacAir lasted me 10yrs until the battery bulge up and went bye bye for me recently. But with your video review, I don't want to have the same bad experience specially that I'm buying quite an expensive laptop to be dead after a year and service sucks.
Yes, definitely stick with the Mac if you had that good of an experience in the past. I've moved to the new MacBook and am hoping it lasts for a very long time too.
Thanks for this review! I was looking forward to getting an asus laptop but after seeing your review, I don't think I'll go forward with that decision anymore.
thank you for sharing your 1 year experience! I have an old Acer, i3, 8Gb Ram, since 2015...the only thing I had to change was the screen for $80 and have the keyboard replace after a spill of OJ on it, and cusutomer service was super effective (in France at least); laptop is still working very well but i need an upgrade to use Adobe products. I can still use Photoshop 2019 and Blender 4.0
Hi have you tried unplugging the battery cable waiting 30 seconds and then reattaching it. It solved issues I knew of someone not getting their laptop to start up.
Hi Scott, could I know what video editing software that you use on your Asus notebook ? What is the best video editing software based on your experience. Is it better buy an Apple Mac or Windows notebook to do video editing? In terms of cost, which video editing software is cheaper or more expensive to use ? Thanks for your guidance
Hello, I have used Adobe Premiere Pro my whole life for video editing. I am now using a new MacBook Pro for my video editing laptop and I think I would probably recommend it as the best computer for video editing. In terms of cost, Premiere Pro is by far the most expensive as it is a subscription that you have to keep paying for. The cheapest video editing software that I'd recommend is DaVinci Resolve, it is free and is a great program and the full studio version of it that has everything costs around $300.
Hey, thanks for your video it made me think about it twice, i was thinking to buy the new version of this with i9 - 32GB RAM - RTX 4060, mostly for programming and networking but also for a bit of gaming.. and now that i saw that video i am confused, do you have any good suggestion expect of mac? Thank you and have a good time with your new mac
Thank you, the mac has been great so far! If you need a pc I would probably look at a dell or I've also heard good things about Lenovo though I've never used one.
Thanks for your video. I really like the form factor of the Asus Duo and was considering purchasing one. I was concerned about service and even as a potential Canadian customer had some issues with their website and the way it worked. Based on your video and some other comments I will definitely not be purchasing an Asus product.
I just bought a ProArt Studiobook 16. With the issues that I have had so far (nothing major), Asus Germany was really forthcoming and helpful. Let's hope I won the Customer Support lottery, because I plan on using this device for 6 years at least......but the websites are really confusing. It said there was a backpack in the package - there wasn't. It said there was a finger print scanner - there wasn't. The Model Number was slightly different, now with "3D" in the model number. But the Laptop does not support the 3D screen. It's still an amazing device, but more than that, it isn't good...
I just got a zenbook but the computer i used to have was an ailenwear and the hinge recently broke for that computer actualy my ailenwear actualy completly blue screened on me last winter only having it for half a year and got it fixed at a local computer repair place
I have the previous generation 15" Zenbook Pro Duo, i bought it in 2020, and yesterday it decided to pack it in - I think I've got a faulty charge port, so I'm going to open it up and see if I can re-solder the port before I frisbee this thing - but it's the same deal, about $5000 for a laptop, it was by far the best laptop I've ever used for productivity - the second screen really brings so much to the table as far as photo editing and general productivity tasks.... It will be sad to see it go if it can't be revived, however, the tech is pretty old now (9th gen i9, RTX2070) so, I was probably due for an upgrade anyway.
@@ScooterMediaVideos i am considering it too. the only thing is im used to windows. and hoping that mac will come out with touch screen device as well. :) good luck though bro!
In my country we have 3 years warranty on all electronic products (and pretty much everything else) by law. The retailer has to fix or replace any malfunctioning product without questions or pay back the full amount.
@@ScooterMediaVideos Probably the best law we have. Another good thing is that consumers don't have to deal with the suppliers. It's up to the store to handle everything after the product is returned by the consumer. That means our retailers can be pretty tough against the big brands, since they will simply not sell their products if they don't handle returns well.
We have 2 years. But that doesn't keep Asus from gaslighting me saying I should try another driver and reset it and it is only short before the end if the warranty. My problem is, it's an on-off problem, so in the moment it works but it didn't for months before. And before that it sometimes worked and sometimes didn't. Good customer Service would be if they would replace the keyboard anyway, as it can't be a Software issue. But I think even if I get then to allow me to send it in they will just say they didn't find any issue and send it back. And then my warrenty is over. By the way where in the World do you have 3 years?
1 year reviews are much more valuable than brand new day one "reviews"
I agree, although I wish I didn't have to make this one!
@@ScooterMediaVideosll brands are same hp laptop dying out after bios update they refused me while i was under warranty they said the cpu is dead, but i fixed it myself thier bios update was crap causing problems i removed the bios rooted the device it's working fine what cpu dead?
Always find offline service centre where you go in talk them physically.
I was just about to take this home I returned the product
That sucks! Did you pay on a credit card? In the UK you can claim through the credit card company. That has really put me off Asus. Have you had any further contact? How about twitter?
@@JgHobley yes I paid with a credit card. I have had no further contact and have moved onto the new MacBook Pro.
You convinced me to not buy any Asus products. The way they treated a customer who bought a $5k laptop is atrocious.
I just wanted to share my experience after reviewing the laptop...but I agree.
Today there is no laptop of any brand that is worth 5k dollars.
Facts, they're all garbage tbh
@@mikeraptorh6888 Only price gouging but ample that cost $5-10k even.
Lenovo, gigabyte support are as bad tbh
I'd buy a framework laptop, it just doesn't fit my needs
Man !
I am really sorry for what you have been through..
Keep it up and stay positive
Thank you, I appreciate that! 👍
I wonder if out of 5.8k views, none is by an Asus employee. A good company should get back to you promptly because this video will definitely harm their sales. I am holding my decision to buy this laptop unless I hear from you that they reached out, explained the situation, and apologized for being so careless. Thank you for sharing your experience, your honest opinion, and educating us.
If I ever hear from Asus I will post an update, but I can't see that happening. I just thought it was important to share my experience so people can make an educated decision after hearing what I went through. Thanks!
Still no word from them?
@@kabenny_ still haven't heard anything and don't expect to at this point!
Its not mutch diferent with any company .. They are for making money ehheh you can be even happy if you heard than Linus(youtuber) want repair Apple PC and no matter of cost ....they dont do it .... But there are some peoples like Luis Rossman(youtuber) who do repairs like that .... And even make video about it .
@@kaziulazI totally forgot about Luis Rossman. Genuine, honest guy who does honest repair work.
Thanks for sharing. I am sorry to hear about your loss. I was so close to buying it. Hearing you, I am going to continue my search.
Thanks, and goodluck with the search.
@@ScooterMediaVideos I think will stick to the Apple ecosystem. And install parallel for any windows work.
@@ganeshraman9432 I just switched to the apple ecosystem and have loved it so far
Thank you for sharing your experience. It is very important for us consumers to highlight & share our experiences, and I do hope that they reach the right ears at the manufacturers. I just went through a similarly frustrating experience with HP with my HP Spectre Folio. But finally after a frustrating gauntlet of hitting dead ends, I was able to connect to the right person in the right department. I had to pay out of pocket of course because it was out of warranty (which was reasonable and definitely worth it), but after that call the process was super organized, professional and quick. Got my laptop back today - working like new. But this widespread challenge of trying to get support from these multi-billion dollar, global corporations, really needs to be addressed. It seems the larger the organization, the more difficult (sometimes impossible) it becomes to get any support. Thanks again for your feedback.
Thanks for the comment! It's too bad that you went through a similar situation but it sounds like a positive outcome at the end. Thanks for sharing your experience.
Great and honest review. I was considering to buy this same model after sort of learning the the Fold is a bit weak under the hood. Been an avid Asus fan and had quite a few phones and notebooks over the years. But maybe time to reconsider if their customer service is that atrocious!!! Thanks for sharing your experience!
Thank you! Yes, it's unfortunate because I really enjoyed the laptop while it lasted and this experience definitely ruined it for me.
Great video. I was thinking about getting one. I've been doing homework to see what people's experiences are. Thanks for the heads up.
Thanks!!! I probably should have done some homework before I got one!! 👍
Thanks so much for sharing your story! I‘m from Switzerland, own the exact same laptop and had a very similar story. 😳 Dealing with Asus support was unbelievable! I assumed it’s just a regional issue but apparently not. Asus makes so great products but sadly their customer service is really… uhm 💩.
Well it sucks that you have had a similar story, but at least I know I'm not the only one! 💩 is right!!!
han grad de kauft hoffe bechom nöd so problem
Yeah you can tell the company didn’t put any money at all in after sale support..
Strange, had the same model since mid 2021 running Win 11 Pro and no problems with either O/S or ASUS updates so not had a reason to contact them in the UK. None the less thank you for pointing out a potential pitfall.
Hopefully you have better luck than I did!
At least we have 6 years cover in UK and most of Europe with the retailer concerned rather than the manufacturer. I've had to exercise my rights a couple of times over the years.
My Zenbook Duo had no issues (mine is a cheaper model). But it's not my main laptop (MBP is) so that might be one of the reasons.
But... I had Asus ROG Stix a few years ago and its screen just died 1 month after the warranty (after 13 months) and authorized experts checked it and said it was something more seriouts - they wanted almost the cost of the laptop to fix it.
The Zenbook Duo is my olny laptop with extended warranty btw - mostly because of the hindges which look very fragile (it's still in warranty).
Thanks buddy for sharing your experience with us. I was almost going to buy one!
No problem, I wish it was a better experience that I was sharing!
Had my asus ux482 2 years now abd its still roling ..kudos . Love it so far
Well I'm glad to hear someone's lasted more than a year! Hopefully it will last for many more! 👍
I'm going to speculate and say that they had no idea what was wrong and were going to charge you to replace the whole motherboard. $2,700 for a new motherboard is insane, I replaced many motherboards for less than $1,000, granted they were all lower spec machines than what you have. Situations like this show that importance of third party repair, and right to repair. You ought to be able to shop around and get a good price for such a repair as opposed to being forced to get it from Asus who can charge so high that the only way forward is to get a new laptop and generate e-waste.
I think for $2,700 they could replace the motherboard, both screens, the graphics card, keyboard, etc.!!!
My guess is also the motherboard. Probably something overheated and melted a bit.
Bruh my old school laptop was fixed for 5-10 dollar max .
While service centre dudes sir your cpu is dead
If they solder the CPU/GPU onto the board I could see that being the reason, it's basically a new computer but at cost instead of profit margin
Hey man , I had exactly the same issue on my 14" Zenduo after 5 months, Took it back to the seller who FOBBED me off as much as they could until the near local service centre sent it back after 7 ...yes 7 weeks saying they couldn't repair it. Like yourself i'd hardly used it under stress yet it died. Absolutely loved it and as you say, I will never buy a ASUS product again due to the retailer and the service centre replys....Fortunately I got a full refund and you have my sincere sympathies on your very expensive paperweight...thanks again...w
Thanks! I guess I needed it to die a little earlier to get a refund!
@@ScooterMediaVideos im actually in Scotland and i guess our consumer laws may differ...all the best...w
I'm in UK who did u buy it from soni can avoid them
@@gerigame2995 the company that sells a world of PC's 😊
The ASUS Zenbook Duo UX8406 is on the way and I was stocked until this review. Thank you for saving time, money and especially heartache
You’re welcome!! Definitely save yourself some time, money and headaches! 👍
Thanks for sharing your experience with us here. I also have a Zenbook Duo UX482 model which I think it quite sexy and innovative at the time, and my current daily driver for a notebook/desktop replacment is an asus zephyrus duo 16 and a Lenovo Thinkpad Extreme Gen 4. To be frankly Asus wasn't the best reputation on their after sales service even here in Hong Kong. My best experience for after sales service on a Windows notebook is always Lenovo Thinkpad series. Usually their Thinkpad commercial series, will come include with a 3 years on site service to get your Notebook repair right at the location you prefer even at your home. This is just my experince to share in case you in the market for a new workhorse for your future purchase.
Thank you for the added insight! I've decided to go the Apple route and have the new MacBook Pro M2 Max, but thanks again...it's appreciated.
Exactly my sentiment. That's why I use Lenovo. The best. I have two Thinkpads. This is a Chinese company that is leading the world. Their business support is pretty good with on site repair too.
@@ScooterMediaVideos
How's the MacBook going?
Did you get the extended warranty?
@@amysbees6686 the MacBook has been amazing so far, and yes I got the extended warranty this time! 👍
@@ScooterMediaVideos once bitten twice shy you smart 😂😂
I have the same laptop. So far it still works properly. I use it mostly for gaming and movies. I think I might but the extended warranty from the microcenter I bought it from. If asus is going to give you so much crap, Id rather not have to deal with them.
Yes, it might be worth it.
Thank you for the review. I had a similar problem with my ASUS laptop years ago. My model is much more older and with less specs, but it happened 1 or 2 years after I bought it. I repaired it myself after I've realized that the problem wasn't the hardware at all, but Windows was the one to blame. It took me a week to figure out how to solve that problem, but once that was done it was up and running. It happened a few times since then, especially after a Windows update, so I stopped them completely. I am not suggesting that this is your problem, but in my case I know for sure it was all caused by Windows so you can look into that.
Thanks for the heads-up! 👍
@@ScooterMediaVideos sfc /scannow. Then run command dism /online /cleanup-image /restorehealth. Maybe that helps if it is an Windows problem.
I had die an older Sony Vaio Windows Vista laptop with pixeled screen like that as well. I assume an capacitor blew or waas defective over the years.
Had the same problem. Managed to turn it on in the end, updated Windows and all drivers and never had a problem since
@9mmfederalrimmed235 the same reason, 15 years on, that I've always been skeptical of laptops. Still crying. This review doesn't help my skepticism, but it might help my wallet. I don't mind if things break if you can fix them, but it seems like there needs to be a reckoning for laptop producers.
This guy has the best the most reasonable and patient man ever. Salute to you cuz damnnn. I’m looking at buying this exact laptop now I’m nervous about it 😬
lol, I wasn’t that patient when it happened!! Best of luck if you decide to go for it! 👍
I was about to buy ASUS Zenbook Duo but drooped the idea after watching your very informative video. In todays busy world its all about after sale/ customer services. Thank you for your wonderful video.
You're very welcome! I agree, customer service is a very important part of a purchase, specifically when it's an expensive one. 👍
I still have mine working till now. The funny thing is most of the time it's on under performance mode for 8 hours a day. And leave it playing alone on a game AFK 6-7 days a week. The only thing you need to worry about will be the fan so you basically need to clean it up once every 2 weeks and change the thermal paste once every 2 months and all good.
Glad to hear yours is still working!
@@ScooterMediaVideos yeah! I'm pretty hardcore on mine for online games and since I work remotely thus create video editing for my page occasionally. I cannot complain just proper maintenance and it can last for a lifetime :D
@@iridebaguio4125 Hello do you have the 16gb ram or the 32 ? I wonder if the 16 gb one is worth it
Most thermal paste should last many years, not sure why you need to change yours every 2 months. Not to mention, majority of people doesn't have the skill to change the thermal paste on their own. Blow the fan regularly is a good idea though.
@@iridebaguio4125 it can't last for a lifetime cause of heat
Thanks man. I seen enough reviews saying customer service is not great and I’ve been holding off replacing my 10 year old MacBook Pro and really liked the Duo because more screens is better and I deal with Windows applications for work. I might try to make it an 11 year old MB Pro
Haha...I just went the other way and got the new MacBook Pro and I really hope it lasts 11 years!!!
@@ScooterMediaVideosu also got alot better battery life for sure...let asus go to hell!!
@@ScooterMediaVideos Macbooks data cannot be read externally if something goes wrong in future. You have to do regular backups.
@@ShinigamiDa thanks for the heads-up! 👍
So sorry to hear your troubles, but thanks for sharing.
Thanks, and thank you for taking the time to leave a comment! 👍
Excellent review. Thank you
You're welcome. Thanks for the comment! 👍
You have saved me from some potential hassles down the road.
I was on my way out to buy an Asus Zen PRO and decided to come on UA-cam first to check out some reviews.
Asus’s customer service is dreadful. I am happy I came across your video.
And I admire your patience.
My husband wants me to get a MAC PRO, but I don’t have time for the learning curve.
Thanks! I have moved to a MacBook Pro after being a PC user my whole life and the learning curve wasn't nearly as bad as I thought it would be.
Okay this is my cue to get the MacBook pro. Thank you.
Sorry to say, if you think Apples customer experience is going to be much better, you might be in for a shock. Research Apple customer repairs. Having said this, they are more likely to be reachable so thats something. Good luck.
@@SonixSquad thanks, I'm hoping the Mac is still working after a year and I don't have to deal with customer service but if I do it can't be any worse than this experience.
@@ScooterMediaVideos Your Mac will defiantly last for a long time, I'm writing this comment on my 2015 Macbook Pro, it started getting really hot just a few months ago but it will still work.
Did you ever think about taking it a local shop to have it looked at and get their assesment? I have the original Pro Duo and it still the most amazing laptop I have ever owned. I've recently decided to replace the battery, as the laptop dies pretty quickly now when not plugged in, which is par the course for a 3+ year old laptop. I plan on doing the replacement myself, as I have experience replacing batteries, displays, etc, throughout my IT helpdesk career.
All this to say,... before just letting it be a paper weight, I'd at least have soneone attempt to fix it, even if it's not Asus.
I thought about taking it in to a local shop to get it fixed but at some point I have to stop spending money on the laptop. It cost me 5K to begin with, then cost me to have my data taken off and returned, then cost me to have it assessed...I couldn't just keep pouring money into it. I have moved onto the new MacBook Pro and couldn't be happier. 👍
What have you replaced it with, and is the customer service any better.? I fully understand your frustration, but I would get it fixed
I'm glad I saw this. I was actually thinking about buying it. Thanks!!
You're welcome! 👍
Thanks for your review. I was about to order one of these, but now I'm reconsidering.
No problem, I just wanted to share my experience. 👍
I am sorry to hear what happened to you. After owning my UX582 ( 12900H W/ 3070 Ti) for about 6 days, I decided to return it. From my experience owning over 55+ high end laptops both for my business and personal use, it is always a bad sign when owning a laptop that runs very warm when doing basic task. The UX582 ran so warm just from watching some youtube videos, it warms up my entire aluminum laptop stand which no other laptops I have owned did that. When a laptop runs this warm/hot, the internal components are constantly under stress especially the parts are made of plastic. Same thing happened to my 2021 XPS 15 that died after 4 months used for video editiing.
Right now I am using the 2023 UX8402 max specs and it runs SO MUCH cooler than the UX582 whether I am gaming or editing videos, you may consider to get one of those if you want to get a 2 screens laptop again. A little tip is that I tend to do most tasks on a external NVME drive, it greatly reduces the stress putting on a laptop.
Thanks, I have moved onto the new MacBook Pro M2 Max and it has been great!
Thanks for sharing this. I've been researching the Asus duo. I think you've just convinced me to go with another brand but it won't be Lenovo because the hinges just broke on mine after it was out of warranty for about 2 months. Apparently this is a common problem with the yoga.
I have moved onto the new MacBook Pro and have been really happy with it.
@@ScooterMediaVideos
Did you research customer reviews before buying your MacBook?
I don't believe I've ever heard of anyone unhappy with one (and I know someone personally)!
@@amysbees6686 yes, I did research customer reviews before purchasing the MacBook. For the most part everyone was happy with it, and so far it has been amazing. 👍
@@amysbees6686 me when you cant go into certain files for certian things which do not retain to entering the PC's core files:
Thanks for sharing. I was considering this Pro Duo 16, but now I'm not. I had an HP Envy and it was 5 yrs old. It died and I sent it in for repair which guaranteed it fixed in 1 week. I think it was $250. After 1 week I called and they said the motherboard failed and they could not get another one to fix it. So they gave me the new cost of it, ($1700 think) and let me pick out a new one. They even upgraded me to a $2400 one because they no longer had DVD drives and I wanted one. So I was totally happy with HP customer service.
Wow, I'd be staying with HP too! 👍
same issue happened to me 9 years ago after one year of purchase, from Iran
useful, thanks
It's unbelievable how many people have commented saying they've had similar issues. 👍
So sorry you had this awful customer service experience. I have the same model (UX582) and love it. Fortunately, I've had no issues thus far. I hope I don't, because the prospects for resolution don't look great based on your experience. Hang in there and keep up the great videos!
Thanks, I appreciate that! I hope you have better luck than I did as it really is a nice machine!!
Bro Is your laptop overheating
@@architect1859what?
THANK YOU for this video!!! Sorry for your personal experience with Asus, and thank you for taking the time to let others know about it.
You're welcome, thanks for taking the time to leave the comment! 👍
This is such a true story. What kind of world we have created.
Thanks for sharing. I got the 12th generation cpu model but with an extended waranty.
Congratulations on the laptop and good call on the extended warranty. 👍
Wow. I was actually going to pull the trigger on it after drooling over this laptop for over a year for 3d animation work.
Customer service is BIG for me and I'm sure many others. Pretty sure you've saved me from a massive headache. Thanks.
No problem!! I just wanted to share my experience.
I mean if you live in Canada, then sure. It may be different somewhere else.
they have no after sales service - exact same frustration here. products are so cool but NOT worth investment when they are not supported... you cant even get through let alone any sort of support.. I am also in Canada and the products ASUS have in the market (I have 5 including the Pro Duo+ ) are entirely unsupported
You've convinced me to consider a warranty extension
Probably a good idea! 👍
Thanks so much, a very good factual review, Sorry to hear the troubles but great for sharing. If ohters have similiar experiaces we need to share.
You're welcome...and yes others have unfortunately had similar experiences to this and have mentioned them in the comments. 👍
I need to replace my 8 year old Asus. It was the flagship model when I purchased it and it performed well. Like you I purchased my wife one as well upgraded a few years later. It is finally dying. I thought I wanted the duo laptop until I saw your video. Asus owes all of us a response as the shared comments are very similar. Now for the first time after owning multiple Asus laptops and pads, I have serious doubts! Thank you for sharing.
I think you're the first person that's had an Asus for 8 years that's commented! Everyone else has had similar issues and Asus really doesn't seem to care! 👍
I have the ux52 with 3070 and 10870h. Everything working great for me. Also I buy Asus products all the time, 2080, 3080, 4090. Had an issue with 3080 and was sent a new one. I think your situation happens but doesn't represent the normal Asus support experience. Sucks though, as shit does happen sometimes.
I sure hope it doesn't represent the normal Asus support experience! I thought it was important to be up front and transparent about my experience since I reviewed the laptop earlier.
I sure as hell wouldn’t buy an ASUS laptop after seeing your experience. Good thing I saw this as I was about to.
Well I loved it while it lasted!!!
me too! I won't now though
Thanks for the warning I was just looking for reviews on Zenbook Pro when your video popped up, you saved me a lot of money and a headache.
No problem! 👍
Thanks for Sharing 🙏 saves a lot of time 👍
You're welcome, thanks for the comment! 👍
All of this is unfortunate. At the end of the day, most people who can afford to purchase these expensive gadgets want good customer service. I have three laptops: Lenovo, Microsoft, and ASUS--all on the higher end. Recently, had to send the Microsoft back due to issues, and it was relatively easy, minus the inconvenience of sending it back. That said, I was thinking about buying another ASUS, but after hearing about your experiences---NADA, I can't do it. I don't mind paying, but what I can't stand is bad customer service for products and services that don't work. I'm sure if I purchased an ASUS, it would be just fine, but honestly, why chance it and have to deal with customer service reps who aren't empowered to get the job done, or worse yet, just don't get it.
Thank you for this review--I hate to hear about your experience, but I'm glad I ran into it, and I'll take your experience as a warning that I don't want to put myself through.
Yes, I consider this an expensive learning experience! I would hope that my case isn't the norm and that most people would have a better experience than I had. I don't want to dissuade anyone from purchasing Asus products but thought it was important to share my experience since I reviewed the laptop.
Anybody had a similar experience with ASUS UK? I'd pretty much convinced myself that the Zenbook Duo was going to be my next laptop, but after hearing this, I'm not so sure.
I can't speak for ASUS UK, but I really hope that my experience wasn't the norm and that most customer service dealings with ASUS will be better than what I experienced. 🤞
Something similar with ASUS Barcelona
being in the UK i had to get a motherboard sent back to be looked at (on the ports was bent on arrival). took 15 days to be sorted. So its not that bad in the UK but customer support for any company is bad. ASUS are just more notable due to their lack of communication with each other and the customer.
Thanks for sharing !
You're welcome! 👍
Thanks for sharing. Was considering this one but from the vid and the comments, another brand may be better for my sanity
No problem! Yes, probably a good idea for your sanity! 👍
I have seen good reviews for this laptop and was considering going with Asus, but your story and those of others are having me look elsewhere. Regardless of how good of a computer it is, if there is no customer support, especially at the 5K cost level then they don't need my business. Thank you for sharing.
No problem, I agree that customer support is an important part of the purchase, specially when it's 5K.
mate... ASUS is one of many when it comes to shit customer support. You would be supprised at how bad some places are.
Plus i dont think it is even near 5k anymore. its around 1-2k. Which is are better price range. Tho arguably a little under for what you get.
Very good information and it's unfortunate that ASUS treats their customers this way. I really like their products, but I also have had some issues with their website and customer service. I will probably not spend a lot of money buying something that has no product backing and no customer support anymore.
I agree, it's unfortunate that they can't improve their customer service because I did enjoy the product.
Thanks for sharing this. I was about to make a bad desition apparently.
You're welcome, I just wanted to share my experience.
Thanks for sharing that. Scary to hear since I have a ZenBook Pro Duo UX582. Still working fine and I hope it stays that way. It's kind of funny, you Canadian guys are so polite. If this was a post from someone in the states they would have probably skewered Asus and it certainly sounds like they deserve it.
Lol, yes they certainly deserve it, and yes we Canadians are probably too polite but that's ok! Hopefully you have better luck with yours than I did. 👍
@@ScooterMediaVideosnot too polite!!
I kept admiring you're restraint.
Like you managed to absorb the Zen part.
I'm ashamed, I was so annoyed, I ended a chat with the phone company yesterday, "Are we done? After this experience, I need to go kick a teddy bear. "
"Yes. Have a good day."
Wow! This is invaluable. I agonized between this laptop and MacBook Pro and ended up with the MacBook, a few months ago. Kept wondering if I really made the right choice until I saw this video. I live in Kenya so I imagine the customer service may not have been any better. I’m now at peace thanks.
I think you made the right choice! 👍
I have been a long term Asus fan, but I have to say, although Asus Australia has been relatively easier to get in touch with, the repair process us just awful...
I was about to purchase a zenbook duo pro full spec, but now I think I will go for lower spec with a good desktop for power processing needs.
Sounds like a good idea! 👍
Almost purchased this laptop....thanks for your video.
No problem, just wanted to share my experience. 👍
Totally get you! I have the Asus 15 Pro Duo UX582LR. Something tells me mine is headed that way for soon crapping out as well. My laptop hardly ever gets moved, it's always been very well taken care of. But every so often I can be working on editing photos (I'm a photographer) and it will just turn off in the middle of me making an edit. Everything goes black. When I press the power button, the power button itself does a quick flash but still doesn't come on. I have to hold the power button down to restart it, but then it turns on as if it was just in sleep mode. Oh and yes, this started happening after my warranty has expired. I really want to go back to a Mac.
Well hopefully it lasts a little longer for you. I have moved onto the new MacBook Pro and have been loving it.
Thanks for sharing! I have the same laptop, and it is unfortunate to hear about Asus customer service support. On my experience with the laptop I have noticed that using performance mode, the CPU goes on more than 90° C, while setting Full Speed mode (manually, through ProArt Creator Hub) the CPU is around 65° and 70° (using Blender render)... I just hope it lasts longer.
It was was probably just a fluke that mine died so quick, you should have better luck than I did.
@@ScooterMediaVideos it wasnt a fluke. if you run at max settings while 24/7 plug in it absolutely rails the laptop and kills it. (im impressed it lasted half a year)
Thanks man , was just about to buy an ASUS , just changed my mind ! I hope ASUS are reading all this , they need to sort it . Wonder if they have yet , we are 1 year since your video.
You’re welcome! ASUS does need to sort it out but I don’t think they care.
Thank You for sharing your experience with their customer support!
I have exactly the same problem with an Asus Zenbook Oled. It died after 13 months..
I was thinking to send it to Asus to get it repaired. Thanks for saving me time and frustrations.
I will buy an other Brand. 👍
You're welcome, but sorry to hear you're having the same issue!
So glad i watched this before committing to a purchase. Customer service care at ASUS sounds absolutely horrifying. No way will be spending 3-4000$ on a machine from ASUS!
I'm hoping everyone's experience isn't like the one I had, but wanted to share it just to help others make an informed decision.
well most countries have ressleers so they handle repair service i dunno why you buy directly from the asus
I think asus makes some really cutting edge and interesting products, and unfortunately I've had nothing but issues with any of them that I've purchased.
I agree, this was the first ASUS product that I've purchased and never again!
@Scooter Media I've been through about 8 asus laptops at this point and all of them have broke on me in some way within the first few months. My experience with their customer service has been just as disappointing as your unfortunately. Ready to give up on for good
Thank you for your report, I had almost decided to buy an Asus Zenbook but will not do that after I heard your experience with ASUS support
I hope my experience isn't normal but wanted to share it with others either way.
Thanks for sharing... I was just researching this product for possibly buying but I won't now...
You're welcome, I thought it was important to share my experience. 👍
What a nightmare. I was going to buy one but am thinking again. May get a macbook air. Apple generally give good service and if not you can go into the store and makes lots of noise.
Probably a wise choice!
Ugh, I’m always been Dell customer and actually thinking about buying Asus instead this year … Not anymore lol
Dell is just as bad, had awful experiences with hours and hours on the phone with no resolution
Wow. Did you ever figure out what happened?
My last PC before switching to Mac in 2018 was an Asus and I, like you, loved it so much I got my wife to buy one. Now I’m in the market for a PC laptop again and this really makes me think twice about Asus, specifically this laptop as it’s definitely on the short list.
No, after this experience I decided I would not spend another dime on the laptop. I have since moved to the new MacBook Pro M2 Max and have been loving it.
@@ScooterMediaVideos I certainly don’t blame you. If I didn’t need a Windows PC I’d go the same route with the MacBook. Mine is a little long in the tooth. But I think I’ll go Lenovo. Thanks for the response!
I live in the US and found this video while searching for what laptop I should purchase. Based on this, I have now crossed Asus Zenbook off my list. I do not need this kind of headache while going through college!
Ya, you definitely don’t need any extra headaches while trying to deal with college at the same time. 👍
This video just oozes how upset you are, I was going to buy the 14.5" version but now, I'm not so sure, customer service is such an important thing and when you are spending that much for a laptop the service needs to be there, and to pay for a report that doesn't even show what needs changing is outrageous, personally if it was me I'd be emailing the CEO, you have some genuine complaints and they have some reconciliation to do to win you back as a customer.
Thanks! They will never win me back as a customer and I've wasted too much time and money dealing with them already. Best of luck if you decide to go for the 14.5" version, I hope you have better luck than I did!
@Scooter Media I think you reminded me just how bad things can go, I soo wanted the dual screen, but perhaps I should be foregoing these funky features and getting a Framework laptop instead, at least then I'll know it can be easily repaired. Or perhaps another Thinkpad, they're indestructibe!
@@DIYTinkerer or you could get a third party warranty like from microcenter
Asus needs to fix their customer service. It sucks that they can't spend a little bit more money to help out their customer base when the customer spends a big chunk of money.
I agree, thanks!
I have the first version of the pro Duo, the one without the the elevated 2nd screen. Mine is completely attached to the main keyboard. Got it around september 2020. It has worked great, however in the last 3 months I have had the same problem with the 2 black screens. The first time, pressing the on/off botton didn't work, I had to leave it on until the battery ran out. Then I plugged it and turned it on and it worked as if nothing had happened. Not long ago, the same thing happened again. This time, pressing for a few seconds the off bottom did work, but once the computer started, it went directly to the two black screens. I had to repeat the on/off process for about five or six times until it rebooted properely. Now it is working fine, but after seeing your video, I am beginning to worry that it might just be a matter of time before mine completely stops working.
Hopefully it hangs in there for you, but that doesn't sound good! 🤞
Thanks for the review. I've had an ASUS 8402ZA for a little over a year now. So far I have had no problem with my product. I just started thinking about buying the same product for my wife for Christmas. I need to replace a PC that has worked reliably for many years. My assumption was that I would replace it by buying another of the same model. I hoped that the products are reliable, will serve for more years and I will not have a problem with a complaint or with a possible post-warranty repair. Your review helped me change my mind - I will buy a product from Lenovo to avoid such problems with ASUS customer service.
No problem! Hopefully you have good luck with the Lenovo or whatever you decide on.
Thanks for charing your story. I would never spend $5,000 on any laptop. For $1500 you can build any desktop computer with specifications that no laptop can match. Especially for gaming, graphics and video editing. And then you have the entire system under control. If a component breaks down, you can easily replace it yourself. It's not difficult or complicated. When it comes to laptops I only buy simple Lenovo Thinkpads or Dell business laptops and don't spend more than 1000 dollars.
Yes, as I mentioned I have used desktops my whole life and this was my first laptop...I expected to be traveling more and wanted a top-of-the-line video editing laptop for my video production business. In my case it didn't work out!
@@ScooterMediaVideos Hi, sorry you are right, I forgot that part. Thanks for the additional explanation. The prices of high-end laptops these days are in no relation to service levels they providing. It is so frustrating.
Maybe a complain directly to the Taiwan headquarter might help. Directly to their Chairman & Chief Branding Officer Jonney Shih. Maybe that will shake up their Canadian office......
I have the 2060 i9 2tb ux581, it’s glitched out before, but my only issue is that it has to stay plugged in, it doesn’t hold for longer than 15 mins any more. I’m thinking about buying the battery and taking it to a nearby tech store ..
Wow...I don't blame you for staying clear of these people. I was about to buy one, and you definitely changed my mind. Thank you!
No problem! Yes, it was a very frustrating experience to say the least!
Been around the block with mfg warranties on expensive electronics with close to your experience, sucks! FWIW, I've not had an issue with laptops since deciding to always keep them on a laptop cooler and periodically blow any dust out with an air compressor at ~ 80 psi - blow the opposite direction of air flow. It's amazing how much dust comes out. I run my asus zenbook pro duo i9 32gb Nvidia on performance mode all the time using graphics intensive apps. Knock on something that she's still going strong almost 2 yrs now. Also put 4TB inside but keep images and backups periodically. Best of luck with your apple. I was once certified in apple computer and printer repair but I never could get them to do what I wanted.
Thanks for the heads up on laptop maintenance, the Asus was my first laptop so maybe I needed to clean it better. 🤷♂️ So far the Mac has been amazing and it's been about a year! 👍
Thx 4 this vid
You're welcome! 👍
Wow i thinking about getting this Zenbook Pro but now looks like i will have to put this in the maybe
Yes, I didn't have very good luck with mine!
It is a-what i have done to deserve this -rant.....I totally understand u mate....i have been feeling this in the back of my mind for last 15 yrs due to a life damning experience....Sometimes it happens to the best of the guys like u....Join the club!!
I appreciate your honest review. I repair electronics and have seen computers would power up, lights on, but no display. Every single time this happended it has been a bad DDR memory stick. Try to get it open and replace the memory modules. This could make it work. Or have your memory modules tested on another laptop. Let me know if anything good comes out of this.
Thanks, I appreciate the heads up but I have moved on from this laptop. 👍
Thanks for the insight and heads up. Great video. On the other hand sorry you had to go through that. I would have been on fire 🔥 🤬 Also honestly I'm strongly considering purchasing this laptop but now I have to do a little more digging and if I do I'll purchase additional protection for sure. It seems like a great choice for editing. Smh. Nevertheless thanks again and I'll be checking out more of your content. Salute 🫡
Thanks! Best of luck if you decide to get it and the additional protection is probably a good idea! 👍
@@ScooterMediaVideos I sure am. Lol. Thanks. Appreciate the insight.
Great sharing this bad experience as this makes a big impact on potential Asus buyers. I was considering to click the BUY button already and then I tried some due diligence to see if there are any bad reviews for this product and you experience was a deal breaker for me... Back to Apple Mac Air I guess for me, my previous MacAir lasted me 10yrs until the battery bulge up and went bye bye for me recently. But with your video review, I don't want to have the same bad experience specially that I'm buying quite an expensive laptop to be dead after a year and service sucks.
Yes, definitely stick with the Mac if you had that good of an experience in the past. I've moved to the new MacBook and am hoping it lasts for a very long time too.
Thank you for sharing
You're welcome! 👍
Thank you for the honest review, i was planning to buy the same product but now i wont even look at it. Thanks for saving me 😊
No problem, I don't want anyone to go through what I did! 👍
Wow, and I was about to buy one!
Thanks for this review! I was looking forward to getting an asus laptop but after seeing your review, I don't think I'll go forward with that decision anymore.
You’re welcome! You’re probably better off going with something else and saving yourself some headaches!
Hey was wondering if you can add a screen protector film to both touchscreens? Or is there any screen protectors you recommend?
I imagine you can probably add screen protectors but it's not something I've used or looked into.
thank you for sharing your 1 year experience! I have an old Acer, i3, 8Gb Ram, since 2015...the only thing I had to change was the screen for $80 and have the keyboard replace after a spill of OJ on it, and cusutomer service was super effective (in France at least); laptop is still working very well but i need an upgrade to use Adobe products. I can still use Photoshop 2019 and Blender 4.0
Hi have you tried unplugging the battery cable waiting 30 seconds and then reattaching it. It solved issues I knew of someone not getting their laptop to start up.
Yes, that was one of the first things that was tried but didn't work. Thanks for the suggestion though! 👍
I have a Asus Gamers of Republic, after watching your video. I'm planning switching to Macbook Pro. Thanks for sharing your story
No problem, I switched to the MacBook Pro as well! 👍
Hi Scott, could I know what video editing software that you use on your Asus notebook ? What is the best video editing software based on your experience. Is it better buy an Apple Mac or Windows notebook to do video editing? In terms of cost, which video editing software is cheaper or more expensive to use ? Thanks for your guidance
Hello, I have used Adobe Premiere Pro my whole life for video editing. I am now using a new MacBook Pro for my video editing laptop and I think I would probably recommend it as the best computer for video editing. In terms of cost, Premiere Pro is by far the most expensive as it is a subscription that you have to keep paying for. The cheapest video editing software that I'd recommend is DaVinci Resolve, it is free and is a great program and the full studio version of it that has everything costs around $300.
Hey, thanks for your video it made me think about it twice, i was thinking to buy the new version of this with i9 - 32GB RAM - RTX 4060, mostly for programming and networking but also for a bit of gaming.. and now that i saw that video i am confused, do you have any good suggestion expect of mac? Thank you and have a good time with your new mac
Thank you, the mac has been great so far! If you need a pc I would probably look at a dell or I've also heard good things about Lenovo though I've never used one.
Thanks for your video. I really like the form factor of the Asus Duo and was considering purchasing one. I was concerned about service and even as a potential Canadian customer had some issues with their website and the way it worked. Based on your video and some other comments I will definitely not be purchasing an Asus product.
No problem, I wish I didn't have to make the video! I really liked the form factor of it as well...while it lasted.
I just bought a ProArt Studiobook 16. With the issues that I have had so far (nothing major), Asus Germany was really forthcoming and helpful. Let's hope I won the Customer Support lottery, because I plan on using this device for 6 years at least......but the websites are really confusing. It said there was a backpack in the package - there wasn't. It said there was a finger print scanner - there wasn't. The Model Number was slightly different, now with "3D" in the model number. But the Laptop does not support the 3D screen. It's still an amazing device, but more than that, it isn't good...
I really hope it works out for you, but it does sound like something is up with all of those things being different than what you expected. 🤞
I'm so sorry this happened, man. I could see the pain in your eyes.
Thank you, it was a pretty frustrating experience!
I just got a zenbook but the computer i used to have was an ailenwear and the hinge recently broke for that computer actualy my ailenwear actualy completly blue screened on me last winter only having it for half a year and got it fixed at a local computer repair place
Hopefully you have better luck with the zenbook!
thanks for sharing
You're welcome! 👍
What program are you editing with at 3.05 minutes. Looks so cool. U seem to edit with some program but just using "the touch screen "... please help.
It is Adobe Premiere Pro that I am editing with but using the Control Panel software that comes with the computer.
I have the previous generation 15" Zenbook Pro Duo, i bought it in 2020, and yesterday it decided to pack it in - I think I've got a faulty charge port, so I'm going to open it up and see if I can re-solder the port before I frisbee this thing - but it's the same deal, about $5000 for a laptop, it was by far the best laptop I've ever used for productivity - the second screen really brings so much to the table as far as photo editing and general productivity tasks.... It will be sad to see it go if it can't be revived, however, the tech is pretty old now (9th gen i9, RTX2070) so, I was probably due for an upgrade anyway.
Well, you got alot more time out of yours than I did! Hopefully you can get it fixed before you have to Frisbee it!! 👍
Thanks sir i was supposed to buy the duo but after watching this, im changing my mind
You're welcome! I've been using the MacBook Pro M2 Max for the last year and it's been fantastic! 👍
@@ScooterMediaVideos i am considering it too. the only thing is im used to windows. and hoping that mac will come out with touch screen device as well. :) good luck though bro!
In my country we have 3 years warranty on all electronic products (and pretty much everything else) by law. The retailer has to fix or replace any malfunctioning product without questions or pay back the full amount.
Wow, that's amazing...I wish they had that here! 👍
@@ScooterMediaVideos Probably the best law we have.
Another good thing is that consumers don't have to deal with the suppliers. It's up to the store to handle everything after the product is returned by the consumer.
That means our retailers can be pretty tough against the big brands, since they will simply not sell their products if they don't handle returns well.
We have 2 years. But that doesn't keep Asus from gaslighting me saying I should try another driver and reset it and it is only short before the end if the warranty. My problem is, it's an on-off problem, so in the moment it works but it didn't for months before. And before that it sometimes worked and sometimes didn't. Good customer Service would be if they would replace the keyboard anyway, as it can't be a Software issue. But I think even if I get then to allow me to send it in they will just say they didn't find any issue and send it back. And then my warrenty is over.
By the way where in the World do you have 3 years?