|ASUS Tech Support Results
|Average Call Length||9 minutes and 33 seconds|
|Phone Grade 2012||C+|
|Web Grade 2012||B|
|Overall Grade 2012||B-|
|Overall Grade 2011||B-|
|Overall Grade 2010||B-|
Since our last Tech Support Showdown, ASUS says it has made a number of improvements to its customer support. The company created a new Customer Loyalty Group, which works to provide users with technical support on such major forums as Android Central, AnandTech and XDA Developers.
ASUS’ new BrandAnswers program works with Best Buy and Walmart to offer site visitors easy access to questions and answers about individual ASUS products that have been provided by other users and, in some cases, ASUS itself.
Technical marketing personnel also have been hired to provide direct assistance to customers online. Other improvements include the addition of personnel to ASUS’ call centers, improved speech analytics, social media improvements and updated chat support software.
On top of asking how to enable three-finger flicks on our touchpad and if we could improve our system’s battery life, we asked ASUS how to set up Smart Logon on our Zenbook Prime UX31A.
ASUS’ new technical support site offers a clean, easy-to-use design. The specific support page for the Zenbook Prime UX31A featured a series of options, including Knowledge where users will find a large database of frequently asked questions, technical documents and troubleshooting tips. While searching the site, we found information on all of our questions.
ASUS’ Web chat system proved hit or miss for us. We tried to initiate chats at least once on three separate days, and each time were met with a message telling us that all engineers were busy. On our fourth try, we waited for roughly an hour before we were connected with Kurtis. After asking how to improve our battery life, Kurtis told us to open the UX31A’s power management window. When we asked for specific suggestions for changes, he told us it depended on what we wanted to do. Kurtis didn’t offer us any further assistance without prompting. Throughout the conversation he repeatedly disappeared, at one point leaving us waiting inexplicably for 11 minutes.
ASUS promises to respond to email questions within 24 hours, and the company proved true to its word. In less than 12 hours, a support specialist provided accurate answers to our questions. But most impressive of all was the specialist’s decision to provide a complete user guide for setting up and using SmartLogon as an email attachment.
ASUS’ Facebook page features a Support section that leads users to a list of links for potential issues they may have, including Download, FAQ, Service Policy and Warranty Inquiry, Service Center, Technical Inquiry Form, ASUS On Line Service (aka Web chat), Hotlines and Escalation Mail Box. Clicking each link brings you to a corresponding page on ASUS’ website, making finding information on general topics a breeze.
When we posted our battery life question on ASUS’ Facebook Timeline, we received a helpful reply within 30 minutes. About 2 hours later, we received a second reply with more tips.
Conversely, tweeting at ASUS’ Twitter account proved to be a dead end. That’s the second year in a row ASUS didn’t reply to a question we sent via Twitter. Still, ASUS appears to be very active on Twitter.
On our first call to ASUS’ customer support at 5:30 p.m. EST we asked DeShane in the Caribbean how to set up SmartLogon. After asking for our Zenbook’s model number, DeShane explained that ASUS doesn’t usually provide users with how-to’s, but helped us anyway. In total, it took the ASUS rep about 15 minutes to help us.
For our second phone test, we called ASUS’ customer support at 3 p.m. and asked how to configure our UX31A’s clickpad’s multi-touch gestures. After asking for our model number, it took Laura, who had a Caribbean accent, just 3 minutes to tell us how to find our touchpad’s settings and enable three-finger swipe.
On our third call to ASUS at 5:30 p.m., we asked Roman how we could improve our laptop’s battery life. After putting us on hold for about 2 minutes, he told us to open our Zenbook’s Power4Gear power management feature and set it to battery saver mode. However, we were surprised he didn’t offer any additional tips, such as reducing the display brightness or turning off the wireless radio when not in use. Our call lasted about 10 minutes.
ASUS has certainly made improvements to its customer support services over the past year, with updates to its phone and email support. Support via Facebook was also good, though Twitter was disappointing. Our biggest frustration was how difficult it was to reach someone through live chat. Overall, ASUS earns a solid B for 2012.