ASUS Tech Support: 2013 Rating

individual report card asus

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.

support quotes asus

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.

MORE: Best Laptops 2014

Web and Social Networking

screenshot asus support page

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.

screenshot asus support live chat

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.

MORE: 5 Best ASUS Laptops

screenshot asus support twitter

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.

Phone

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.

MORE: ASUS Best and Worst Laptop Brand Rating 2014

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.

Verdict

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.

Tech Support Showdown 2013

AUTHOR BIO
Cherlynn Low
Cherlynn Low
Cherlynn joined the Laptopmag team in June 2013 and has since been writing about all things tech and digital with a focus on mobile and Internet software development. She also edits and reports occasionally on video. She graduated with a M.S. in Journalism (Broadcast) from Columbia University in May 2013 and has been designing personal websites since 2001.
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  1. JonL Says:

    I returned a motherboard that I admittedly messed up in a CPU mismatch accident. They repaired it under warranty and got it back to me, saving me from making a $250 mistake. While their communication wasn’t the best, the actual follow through was great once we got communication going.

  2. Steve Seaman Says:

    I have had an absolutely awful ASUS customer service experience. After having a transformer for less than 4 weeks the charger no longer worked. The live chat was sympathetic and instructed me to send in the tablet with cord and adapter. It took over 4 weeks and many live chat and phone contacts to get the tablet back, covered in repair stickers, but no cord or adapter. With multiple contacts and promises to escalate the request and expedite service, I eventually received the power adapter after 2 additional weeks, but no cord. After another week and multiple contacts, all I can find out is that this has again been “escalated” and they are still “trying to confirm” the problem. Customer support representatives are always very polite and sympathetic, but are unable to offer any meaningful information or have any impact on resolving the issue. It is interesting that on the one occasion when I actually received a call back, caller ID showed a marketing firm calling. It seems customer service is all about marketing and being nice, but not providing service.

  3. Jill Mackenzie Says:

    I have charged the battery on my Asus Notebook, however the Notebook will not work unless the power switch is plugged in. The battery is reading full. Cannot find where the battery is to take it out, maybe this has to be done.

  4. Sachin Says:

    Might have good advertisements but worst company for services. Even in warranty they try to find out issues on customer side.

    My laptop mother board starting having some issues within warranty period. Trying to get it repaired from last 3 months. Initially they told me I was opened so warranty is void. Once i was able to convinced them i didn’t, they replied me saying it was not. They misunderstood. Laptop was not opened and they trying to find how some motherboard connection can go bad without opening. How does it matter to customer, how it happened, they can keep experiment and trying to find fault but give me new laptop or return my money back…

    “Dear Mr. Gupta,

    I checked with the repair department they stated that there was no sign of the unit being opened but the keyboard connector on the motherboard was damaged. So, right now we are waiting on a response on how the keyboard connector on motherboard get damaged without the unit being opened. Not sure why Ashley did not check this with the repair department beforehand. I was under the assumption that the unit had been opened but clearly per the repair department it has not. Once I receive a response from them I will contact you.

    Thank you,

    XXXXXXX
    Customer Support
    ASUS Computer’s Intl.”

    This is mail I got from them after 3 months of going back and forth that unit is not opened. Hope ASUS international can take some action on this…

    I can understand that electronics can go bad and problems can happen with laptops. But service can make a big difference.

  5. Carol Says:

    WORST CUSTOMER SERVICE AND PRODUCT EXPERIENCE EVER. I usually don’t take the time to write these reviews, as I am usually very understanding. But this experience has been RIDICULOUS. I agree with Steve Seaman. I have been having issues with a few keys on my keyboard. I tried calling in to customer service and, like Steve said, they were friendly and nice but not knowledgeable at all. I had to backup and restore all my data, send my laptop in to ASUS Service Centre- with shipping fees paid out of my own pocket. They sent my laptop back to me pretty fast, and the keyboard was fixed… for two days. After the two days, it went right back to the exact same problem. Called in to customer service again, the representative’s service was minimal in that he suggested I repeat the exact same procedure as above. I demanded to speak to his supervisor. She was unsympathetic nor was she apologetic for her company’s lack of integrity. After she set up yet another RMA claim for me to send in my laptop AGAIN, she said they’d send me an air-bill so that the shipping fee would be covered. I then asked if there was a customer review line or website that I could comment on. She instructed that she could transfer me to it but it would be a comment based on my phone call with her- not the original customer rep. When I told her that I would not mind this, she quickly wished me a good night- as all customer rep’s are to do and hardly waiting for my response. When the line finally transferred, the first thing the automated message asked for was the REP ID NUMBER…She had not given me any number whatsoever. I am assuming she did this to avoid any customer complaints about her. NEVER BUYING AN ASUS AGAIN.

  6. David Says:

    I had a question about my Asus Memo FHD 10 tablet: why doesn’t allow me to turn up the volume past about 2/3s when I plug in external speakers. After about 20 back and forth emails, I’ve gotten no response

    (I suspect it may be Asus’ way of addressing EU noise damage guidelines, and I told them this, but that info seemed to be ignored by the Asus person.)

    After asking for all kinds of ridiculous info, they finally told me I should make a video of what was happening and send it to them.

    Geez, this has drug out for over a month, and I’m not sure there’s really and end in sight.

  7. Kit Says:

    B+ is overly generous. I sent a pad Feb 3 because their bootloader unlock utility did not work and live support couldn’t solve the issue. I got it back in two weeks but nothing was fixed. The told me to return it again. They have had it since Feb 25. SIX WEEKS. I have contacted them 8 times and have been ‘escalated’ each time. (Whatever that means). Today they could not find anyone that knew why it was taking so long and I will get a call in 24 hrs. They said this was ‘unacceptable’. I asked what that meant but was answered with silence.

    If they lost it and send me a new one, it is going on eBay and the proceeds go to a Samsung.

  8. Antoinette Says:

    ASUS customer service is horrible and their product is worst. I purchased the ASUS laptop in December. By February the screen started flickering so badly that you could not view anything. ASUS reps advised me to send it in for service. A month and a half later I am still waiting for them to “Receive the part” with no deadline in sight. The reps have been polite but useless. Giving me scripted responses and platitudes with no real information, no urgency, no details about what the company policy is with respect to the amount of time a customer is expected to wait before ASUS agrees to reimburse or replace the units. DON”T BUY THIS PRODUCT.

  9. dave34734 Says:

    Asus customer/warranty service is the greatest reason yet NEVER to buy an Asus machine.

    My son’s Asus laptop power supply died. The less than a year old, under warranty, computer was fine, just the charger was dead. Asus sent us to Best Buy, where they confirmed the diagnosis, but said they didn’t have a replacement charger.

    I called Asus back. They insisted on a one week RMA process – I send the defective charger to them, they decide whether to repair or replace, and one week later, I get a charger shipped by Fedex Ground….from California…which means the machine is down two weeks.

    Their alternative? Buy a new charger for $50 plus shipping. That, they said, might come a bit faster.

    I asked if they’d ever heard of a charger being repaired, and whether they seriously thought that was acceptable service. They said they “understood” my “frustration with the system.”

    My son’s exams are this coming week. Do you think Asus will EVER get my business again?

    Don’t buy Asus…unless you’re OK with ridiculously bad warranty service.

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