ASUS DRW-0804P: Another 8X Dual Contenderby Kristopher Kubicki on April 20, 2004 12:05 PM EST
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Tech SupportOne key item that we have overlooked in most of our optical display reviews is technical support. Our very our Evan Lieb pioneered the original tech support benchmark for motherboards and today, we will attempt to replicate that benchmark with our optical storage vendors.
We used three camouflaged email addresses and emailed particularly trivial questions concerning our burners to each vendor. If tech support was capable of responding to all 3 emails within 72 hours (3 business days), we averaged the three times together for a final result. Our original results from the last DVDR Roundup combined with the ASUS 8x8 are below:
|Average Customer Support Response Time|
|ASUS (Dec 2003)||No Response|
|ASUS (Mar 2004)||No Response - Update***|
|Gigabyte (Dec 2003)||38 hours, 12 minutes|
|LiteOn (Dec 2003)||41 hours, 20 minutes|
|MSI (Dec 2003)||No Response|
|MSI (Mar 2004)||27 hours, 11 minutes|
|NEC (Dec 2003)||29 hours, 48 mintues|
|Nu Tech (Dec 2003)||N/A|
|Plextor (Dec 2003)||11 hours, 10 minutes|
|Sony (Dec 2003)||6 hours, 44 minutes|
***Update: We recently worked with ASUS concerning the issue of no response on our tech support. We were able to narrow the emails down to a spam filter on ASUS's tech support server which was unfortunately not allowing our emails through. This was the results of too many numerical characters in the email address. As we recommend below, if you receive a bounced email or no response from the email support, the best solution is to call their tech support number.
Like our December 2003 roundup, we were unable to receive a response from ASUS via the US tech support email email@example.com. However, this benchmark is slightly misleading for a company like ASUS. Even though we were unable to find tech support help via email, the ASUS support site provided us with answers for two of the three questions submitted. Through the ASUS support line, (502)-995-0883, the final question was answered.