My Brain Hurts...

So I wouldn’t normally post something like the following on my blog site, but I can’t help myself. I have to say that I LOVE my ASUS laptop and when I build a PC I only use ASUS motherboards with that being said, I have to share with you the interaction between ASUS Support and myself. My Blu-ray drive started acting up on me so I called ASUS and after troubleshooting the drive with them, they agreed to send me a replacement drive. I was told that it was easy to replace (and after digging into my system, it wasn’t that hard) and I paid to have the replacement drive cross-shipped. It arrived today with no instructions on how to replace it. I contacted the “support" team via chat and well I’ll let the chat session speak for itself.

Syed:
Hello Dale Meredith. How may I help you?
Me:
I just got my RMA dvd drive for my G73sw laptop...are
there direction on how to replace it?
Syed:
I do apologize for the issue that you are experiencing and I'm more than happy to assist you with that today. So we are on the right page, you create a RMA for your notebook and you are wondering where to ship the notebook to?
Me:
no...I got my RMA drive...I need instructions to install it
Syed:
Okay i do understand, unfortunately we are unable to assist with installation
Me:
WHAT!!!! why? it's your laptop...you guys sent me the drive...what did you expect me to do?!
Syed:
Very Sorry Mr. Meredith, to install the physical drive for the notebook requires hands on help
Me:
so why send me the stupid thing!? why are you guys wasting my time?!! HP sends the RMA and includes instructions..what do you expect me to do with this thing?
Syed:
Very very sorry, I do apologize for any inconvenience caused at this time
Me:
that's not an answer...I paid for a cross-ship for this thing....please go find someone that CARES
Syed:
Okay Mr. Meredith. I will advise you to contact a local technician or Best Buy which is ASUS Authorized Service centre for assistance for installation of the DVD Drive
Me:
and they're going to charge me....right?! I was told that this was an easy replacement, that I would received the RMA drive and instructions on how to replace it... I PAID for a cross-ship... tell me exactly why I should have to take it to another company (IT'S YOUR LAPTOP!!!).... Are you telling me that in is digital age, that ASUS Support doesn't have instructions on how to replace this drive...?
Syed:
Very sorry Mr. Meredith, Support staff does not have the instructions for the DVD drive installation
Me:
really???? think about what you just said....the "Support staff does not have the instructions..." so what you're saying is that ASUS doesn't give their Support staff the documentation (tools) needed to support their customers....so who can I talk to get this resolved
Syed:
Unfortunately Mr. Meredith, the technicians at the service centre will have the instructions
Me:
so why did you folks send me the drive? Why was I told that this was something I could do myself? Why did I pay for a cross-ship?
Syed:
Who was the one to tell you about cross ship
Me:
the "Support Tech" that arranged/issued the RMA
Syed:
Very sorry once more Mr. Meredith but i am unable to assist with the installation of the DVD drive

At this time, I left the session. After doing research (google is my friend) experimenting around, I finally figured it out.

So, I guess I would warn folks that you should always be mindful of the companies/brand you purchase. I remember the days when ASUS was just starting and they’d bend over backwards to please their customers unlike now (like a lot of companies that “grow into the big boys) they seem to have lost the “desire” to take care of those that helped to build them.

-Dale