I would like to start with that I usually build my own desktop computer when I want a new. I will spend the time to review the products online and pick out a decent mid level components with good lifespans. This time I decided to have someone else put the computer together for me and actually handle all of the technical stuff, even picking out the components (all of them, including the MB). I think this is where I messed up after seeing how many poor reviews ASUS has been receiving concerning their products and customer service. On to my issue/experience that is still ongoing and not over yet. If it improves I will update here accordingly.I, as stated, had a new computer built for me recently and the person doing the build chose a ASUS ROG Maximus XI Hero (Wi-Fi) motherboard for this build. I had not known what he had chosen nor did I worry about double checking as I figured he would do the appropriate research but that was my mistake. Just in February after a few Drivers had updated related to the built-in Bluetooth Adapter (was a combo BT/Wi-Fi built into the MB). Just a few days prior to that the OS updated to the Windows 10 Pro 20H2. The BT died the day the BT and some other Intel Drivers had updated (I don't remember which ones all updated, there was less than four of them). First the audio connection went out and about an hour or two after that the call connection went out as well. I still have functioning Wi-Fi so I know the adapter itself is still working as supposedly the same physical adapter handles both BT and Wi-Fi for this MB. So on to support I went, first I used their live chat through the MyASUS Windows app. This started what has been a rather horrible month long experience with ASUS support through both chat and email (numerous contacts via both methods). Unfortunately neither their chat support or their support via email (two different departments via email apparently as two different contacts for each email sent). They failed to really listen to my issue and how it happened. They failed to even review the files I provided them along with my own troubleshooting and partial resolutions/solutions I had so far completed. I had given them a complete Drivers list, running Services list, hardware list and the steps I had taken on my own plus the ones they recommended that I followed. I also gave them the results of all of those steps, driver installs and so on that I did. Unfortunately not a single support agent actually referenced/mentioned the information I had provided one time. Basically not a single person looked at it. After about a month of unpleasant experiences with support overall I tried to contact corporate at the beginning of March. Someone did end up getting back with me from Corporate yesterday and I am hoping that they will actually take lead on my issue and make sure that the right departments actually review everything I have provided. That way when they actually respond to me they can finally honestly answer me with what options I really have to move forward with getting my BT working again one way or another.First Update:Well at this point I was able to finally get with an agent through the ASUS Corporate Customer Care team that actually tried to answer my questions for me. It still appears that unfortunately no one from their technical support departments really took the time to dig through all the information/material I provided though (even to this date). The only drivers they addressed where the two specific ones I kept listing in the emails (multiple times). They did not address the complete drivers list I sent. Still did not address the complete services list I sent. Also I don't think the technical support department has actually tested whether or not the solution they have advised me to take will work. They are waiting for me to spend the additional money out of pocket for another component and try it out. I am supposed to let them know if it does not work properly but I am not sure it will matter since their technical support departments don't really seem to care about any information, material or documented troubleshooting steps you send in. The corporate customer care team can only do so much as they are not the technical support department.
