I own a VERY expensive laptop from Asus which I love, however I required greater capacity for the two SSD drives so I wanted to upgrade. Now I have an extensive background in IT but I left the profession around 4 years ago so my knowledge is not current. So I contacted Asus Technical Support to find out about my upgrade options and what I'd need, I quickly came to realise they don't know the first thing about their products, they really don't!
They first claimed that my laptop didn't come with SSD drives, but it does, two of them. Then they claimed the laptop came with internal 2.5inch SSD drives, I was suspicious so I did some research and eventually I just opened up the laptop to take a look, what I saw I'd never seen before, they weren't 2.5inch SSD drives. After a bit of research I found out they are a new technology called M.2 SSD drives, but there are two types SATA and PCIe, which I have wasn't clear and right now information online is conflicting and unclear. So I pointed out to them they weren't 2.5inch drives but M.2 drives and I asked several questions about that, they didn't know most of the answers but did confirm that the hard drives were M.2 PCIe. Now given they've got everything wrong about this laptop so far right from the start, and their answers felt more like guessing, I did even more digging around and finally found out they are M.2 SATA III drives not M.2 PCIe drives as ASUS claimed, so on every count each time I contacted ASUS 'Technical Support' the information they gave me was wrong!
They do not know their products, the information they provide cannot be trusted, these M.2 drives are expensive and they could have cost me a small fortune had I purchased the wrong drives based on their repeatedly incorrect information. Additionally I discovered that they haven't done any testing of their system so cannot provide any help with upgrade options in any case.
I once asked them for the motherboard manual so I could learn more about this system and work out my own upgrade options, they told me they could not release it due to concerns about their competitors, this is the most ridiculous thing I've ever heard and is completely baseless.
All in all their 'Technical Support' is of absolutely no use whatsoever and I don't even know why they bother having it. The whole process has been unpleasant and has put me off buying from ASUS again, which is a shame as the laptop is great but the support is just awful.
