Conversation on the telephone this Friday:

Recorded Message: Welcome to Support Services, ATP serving ASUS customers. Please select one of the following options: for support press 1, to arrange pickup of the unit press 2, to ... (2 is pressed)

Recorded Message: Thank you for your call. It is very important for us. Please wait for our next available operator.

(5 minutes passes hearing music as fun as Pour Elise performed by a computer)

Recorded Message: All our operators are currently busy. Please hold and your call will be answered as soon as possible.

(more minutes pass...)

(more minutes pass...)

(more minutes pass...)

(more minutes pass...)

(MANY minutes pass...)

ASUS: Asus UK, how may I help you?

Daniel: Hello, my name is Daniel Rosa and I am an ASUS customer. I have a defective laptop which was supposed to be picked up at my place last Wednesday, but unfortunately nobody came for the second time. Would you help me to understand what happened?

ASUS: Would you tell me your RMA number, sir?

Daniel: XPTO1234

ASUS: Thank you, one moment please...

(almost 7 minutes later...)

ASUS: Thank you for waiting sir. It seems that our courier was unable to reach the address supplied. Would you confirm the address?

Daniel: Yes, it is (My address) Postal Code TW20 0TB

ASUS: Thank you for confirming sir. It seems that we cannot pick up your laptop at this time. Since we tried to get it twice without success we cannot pay again for the courier service to go to the same address.

Daniel: What are you suggesting?

ASUS: We can't pick up the laptop at your address. You will have to provide an alternate address so we can pick it up. Maybe a friend's house?

Daniel: I'm sorry but this is absurd! All couriers deliver things here every day. Royal mail delivers my mail without problems; DHL delivered my world cup tickets yesterday without problems, Parcel Force delivered my bass without problems, why can't your courier find the address?!?!?!

ASUS: I don't have details sir, but our courier uses a GPS. I'm sure he is well equipped to find any address in the UK.

Daniel: But I gave detailed directions how to get here! I even gave my mobile number just in case... and the first time the courier tried to come it said that the place was "closed". This is Royal Holloway's halls of residence. there are 60 people living in Highfield Court and we even have a reception! There is no way it could be closed!

ASUS: I am sorry sir, but the GPS is certainly more accurate than your directions. Also, the courier doesn’t have time to find blocks and knock in your room. It has to pick up packages in 14 cities and certainly cannot find very complicated address. Maybe you can provide a friend’s address with a house number and street name?

Daniel: I can’t believe it! I never asked the courier to come to my room. We have a reception here. A friend had a problem with his Sony Vaio computer a month ago and they picked it up here without problems. Why is that so difficult for you!?!?

ASUS: I am sorry sir, but you have to provide an alternate address.

Daniel: (breathing... taking my time and recovering my patience...) Ok... maybe I can leave my computer in Founder’s reception? You know, Founder's is the main University Building and there is no way your courier would miss it.

ASUS: What is the postal code and address?

Daniel: TW20 OEX

ASUS: I am sorry sir, but the post code TW20 cannot be used for this pickup. We cannot pick it up on the same post code after 2 unsuccessful deliveries.

Daniel: What?! Are you saying you cannot pick my notebook on founders? If your courier can't find founders I want to know the courier company name. This is almost a landmark in Egham!

ASUS: I am sorry sir, you have to give an alternate address...

Daniel: Ok, maybe I can post the notebook to you? I have already spent more than £30 in calls without having my notebook picked up. I think it is easier to send it to you...

ASUS: I am sorry sir, we cannot receive it. We have to pick it up...

Daniel: (counting until 10 silently so I won't course her to the third generation of her family...)

ASUS: Sir?

Daniel: Ok... I'll find another address and call you back.

ASUS: It was a pleasure to help you sir. Thank you for your call!


Well... I have found a friend in Staines to help me with this. But at this time I am wondering about the idea of buying ASUS computers. The notebook is great... service is awful! Btw... help me? When?

Moral of the story is that I am in revision time, without a computer and with a lot of work to do. I'll post more as soon as I have more news.

Btw, below is a photo I took in Infosec Europe, the security exposition that happened in London this week. I was surprised to see a group of Brazilian companies which are willing to explore the Europe by offering their products and services. Nice initiative that I hope goes forward.

C ya!