Consistently scoring a B- over the last couple of years in our Tech Support Showdown, ASUS has been in the middle of the pack. But the company has made some recent improvements that point in the right direction. ASUS says on its support website that it kept users in mind for when it redesigned the site, making it easier for customers to get help by placing popular links in prominent spots on the page.
ASUS has also enhanced its social media support by increasing its presence in forums on retailer and technical media websites, and by educating its social teams about Facebook and Twitter. The company added support information for Windows 8 on its website, and increased the Live Chat support hours for consumers.
Apart from asking how to set up Bluetooth speakers and create different user accounts, we asked how to use ASUS Instant Connect to hook up our Android phones for mobile tethering.
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ASUS’ revamped support website (http://service.asus.com) is clean and easy to use. It features obvious, direct links to the company’s live chat, authorized repair, driver download and damaged products solutions. We just wish there was a search bar for us to look up our laptop model.
The easiest way to get help via ASUS’ website is to initiate a live chat, and you do so by clicking an image of your product type and creating a case. We connected with customer service representative Rushane R. at 10:35 a.m. after filling out a case form. Rushane greeted us and asked what we needed help with. After ascertaining that our PC had Bluetooth, he walked us through the process of adding and enabling our speakers. He stayed on the chat until we could play music out of our speakers.
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ASUS was also helpful and responsive via Twitter handle @ASUSUSA, replying within an hour to our tweet asking how to connect to Bluetooth speakers. Surprisingly, this answer was the quickest, most effective solution to this question across all the company’s support channels. After waiting several days for the answer to the same question on Facebook, we had yet to hear back. However, a helpful user did reply with suggestions.
Our first call to ASUS at 4:08 p.m. EST was answered by Roy, a friendly and knowledgeable customer service representative located in the Caribbean. We asked him how to connect Bluetooth speakers to our ASUS X550CA laptop. After quickly getting our information, Roy walked us through scanning for Bluetooth devices in range, and stayed on the line with us till we managed to play music. Before ending the 17-minute call, he gave us a case number in case we had to call back on the same issue.
Our second call, at 2:40 p.m. EST, was less pleasant. We waited on hold for 11 minutes before customer service representative Turae picked up. We asked him how to use ASUS Instant Connect to tether our phone to our laptop. After putting us on hold for another 8 minutes to carry out “an internal investigation to know what it is,” Turae told us that none of his supervisors or managers knew what Instant Connect was.
The ASUS rep also said our computer did not have Instant Connect when it does. When we corrected Turae, he said it was the first time he had heard of the feature. He eventually found the information on ASUS’ technical support site, and cautiously advised that we follow the steps prompted by the installer.
When the installer suggested we download the Samsung Kies drivers, we asked Turae whether it was safe. He said he was not sure because it was the first time he had dealt with the issue, adding, “To be honest, I would prefer you would call again instead of me telling you to install something.” He gave us a case number and suggested we call the next working day, “so we can better help you,” he explained. The call lasted 44 minutes.
We called ASUS a third time at 8:37 p.m. EST, and were put on hold for 7 minutes before connecting with customer service representative Akin. We asked for help creating a user account. He spent 5 minutes creating a case for us before expertly guiding us through the process of setting up a user account and testing it. As with all other ASUS calls, we were asked to do a five-question phone survey before disconnecting. This call lasted 22 minutes.
ASUS’ support proved better than last year. The redesigned website made it fairly easy to find answers to our questions, and we appreciated the help we received via Twitter. We’re also glad that we got 2 out of our 3 questions answered on the phone in a relatively short amount of time. However, we’re surprised that ASUS’ own agents have never heard of its own Instant Connect feature, and hope that the manufacturer can improve communication and training for its call center workers.