Asrock Support Doesn't Bother Replying

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   Hello,
I've tried contacting Asrock Support using the Support Request Form several times over the past few months, without ever receiving a reply. I always receive the automated confirmation email when I submit the ticket, so your system is definitely registering my support requests, but then you're just ignoring them. This is pretty poor customer service. We have between 20 and 30 workstations to replace at the end of the year for clients, with support like this Asrock products won't even be considered.

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TrevorX Members Profile Send Private Message Find Members Posts Add to Buddy List Newbie Joined: 20 Aug 2018 Status: Offline Points: 4	Post Options Post Reply Quote TrevorX Report Post Thanks(0) Quote Reply Topic: Asrock Support Doesn't Bother Replying Posted: 20 Aug 2018 at 9:49am
	Hello, I've tried contacting Asrock Support using the Support Request Form several times over the past few months, without ever receiving a reply. I always receive the automated confirmation email when I submit the ticket, so your system is definitely registering my support requests, but then you're just ignoring them. This is pretty poor customer service. We have between 20 and 30 workstations to replace at the end of the year for clients, with support like this Asrock products won't even be considered.

xhue Members Profile Send Private Message Find Members Posts Add to Buddy List Groupie Joined: 17 Aug 2018 Status: Offline Points: 634	Post Options Post Reply Quote xhue Report Post Thanks(0) Quote Reply Posted: 21 Aug 2018 at 11:10pm
	Same thing with AMD boards from ASRock. Support is non-existent.

Event4101 Members Profile Send Private Message Find Members Posts Add to Buddy List Newbie Joined: 23 Jan 2018 Status: Offline Points: 27	Post Options Post Reply Quote Event4101 Report Post Thanks(0) Quote Reply Posted: 22 Aug 2018 at 11:20am
	I've submitted two ASRock tech support requests for the J4205-ITX board that I purchased. One request was sent in the month of December 2016 and the other in July 2018. Neither request received a response other than the automated courtesy reply that said I would be contacted soon. From other forum posts that I have read on this site and others, some people claim to have received tech support responses from ASRock so it must happen. I always used the support request form found at the "Contact Technical Support [MB / Graphics Card / Mini PC / IPC]" link... https://event.asrock.com/tsd.asp I recently stumbled upon these tech support instructions found at the "Repair / RMA" link... http://asrock.com/support/index.asp?cat=RMA There it mentions the support request should be emailed to support@asrockamerica.com instead of submitting a form. If I can motivate myself to do so I may give the email method a try.

TrevorX Members Profile Send Private Message Find Members Posts Add to Buddy List Newbie Joined: 20 Aug 2018 Status: Offline Points: 4	Post Options Post Reply Quote TrevorX Report Post Thanks(0) Quote Reply Posted: 23 Aug 2018 at 11:44am
	I can confirm that Asrock replied to me yesterday with the firmware we needed to protect some systems from the Spectre vulnerability. So thanks to the Asrock technical team for finally replying, but you guys need to seriously improve your customer service communication - if I'd simply been told you were working on it, I would have been far happier and more patient.