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TLDR: Customer service will APPEAR good when you are about to buy from them, but think twice before buying because any issues down the line, you are looking at MONTHS of back and forth. Case 1: Ongoing Issues After Every Repair/Upgrade My husband bought a PC from over 5 years ago, and in that time, he’s had to send it back multiple times for part replacements—some due to wear and tear. However, every time it’s returned, a new issue appears within 1–2 months. About 4–6 months ago, after upgrading his graphics card, problems began again. When we sent it in 1–2 months ago, the PC couldn’t power on at the centre. After nearly 2 weeks, the techs said the fans needed replacing. When it was returned, the new fans were extremely loud. CS said it was likely a fan issue again. We sent it in again, but the techs claimed there were no problems, even with our video evidence. They said they would “adjust the fan power” & double check. Two days ago, the PC was returned with the exact same issue. We tried troubleshooting using their own video guide—nothing worked. Over message, their CS/tech staff said it's old system issue and that their fans are meant to make this sound. Even though we've had many PCs already, none made such a "normal" loud sound. This incompetence and gaslighting is unacceptable. Case 2: Poor Communication and Frustrating Upgrade Experience Jan 2025-I asked AS if I could upgrade my (& husb's) PC to a smaller chassis. Their customer service (both in-store and over email) confidently said it would work with my current setup. March 2025-Sent PCs in, but was told a week later that it wasn’t possible—the chassis was incompatible without changing components. We'd planned around the downtime, having confirmed everything beforehand. This miscommunication was frustrating and wasted our time. To make things worse, I spoke to 2–3 CS reps, all giving confusing answers. They refused to clarify over a call. Only when the CS manager, Evan, stepped in did things begin to move forward. May 2025- After backing up PC, & considering whether to go ahead with a new build using some of the old parts, husb's PC came back (after 2 weeks) with loud fan issues that AS insisted were normal (see case 1). I sent my PC back in for a 2nd time over two weeks ago, paid over $1,000 to upgrade, which I now regret. The PC was returned 2 days ago—now Windows cannot be activated. ______ Update: Dempsey took over the case & explained that I was meant to buy a new Windows with the new motherboard. However, I was not told at any juncture of the upgrade. To his credit, he did offer compensation for much of our troubles. But question is: Does AS know what they are doing? Apart from decent products years ago sold completely new, they're meant to be an expert customisable PC company. But every upgrade & repair, we're not warned properly (my husb's overheating issue could've been avoided if he was warned by the techs of compatibility issues; my windows being deactivated; our old set up are incompatible with smaller chassis). The experience also led me to believe something is seriously wrong with their tech team and/or internal communications and flow of tasks. Not only do things go wrong at every juncture, communication is sparse and disparate. Dempsey came down personally with WeiJie (their tech guy) which we appreciated and explained what could've happened. It's just strange that it seems that things can only be done properly if it's escalated to this level and for customers, it is alot of unnecessary stress and time wasted. Was asked to update the review to something more favourable. It does not sit right with me to be asked. If something was done well, in principle, customers should not be asked to return a 'favour' especially in service recovery for the lapses experienced. I would've updated to 3 starts for the extra mile Dempsey and Wei Jie went to help us settle everything in the end. But for this reason, I am only adding 1 star to reflect their efforts. I still don't recommend AS to anyone anymore after this expereince.
