Tech Support Showdown 2012

ASUS

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-

service.asus.com
@ASUSUSA
888-678-3688 

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.

Web & Social Networking

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.

Phone

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.

Verdict

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.



Tech Support Showdown 2012

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  1. Not Phil Says:

    Dell service stinks. They also don’t stand behind their equipment. I’ve had nothing but problems with Dell and will never purchase another.

  2. don Says:

    then if the sony is the top 1 at tech support..

    what is the brand that is best for gamings..

    i mean which brand is best for gamings..

    including the price the kind of specs the kind of products.

    which is the best brand of laptop that is good for gaming..

    mostly and surely about durability and performance through out the year.

  3. Al Says:

    “Acer Tech Report Results” is shown as the title on the Sony page.

  4. Karen Says:

    I have to agree with Not Phil – I’ve never in my life encountered such appalling “service” as I just did from Dell! Will never buy from them again (not that they care).

  5. graham (australia) Says:

    ive got a couple of asus notebooks and also a netbook, over the yrs ive had a couple of minor warranty issues and asus support has been brilliant, the asus techs seem enthusiastic about there products and are more then happy to take the time to show u little things or answer questions,

  6. Cappy Says:

    I’m with Karen and notphil…….. Dell is terrible. Half the time they give you the wrong information and if you have continuing problems… too bad.

    I say this as a person who has purchased 4 computers from them in the past, and will not in future.

  7. a person Says:

    the thing about dell is their consumer products suck they have for a long time and they probably always will. That said buy the same computer relabled vostro, pay the extra for pro support and your phone wait time is 2 minutes max and they’ll have a US based technician solving any problem have and they’ll drop off the part you need within 4 hours. but if you expect to pay $400 for a laptop that costs $375 to build ship and market. you’ll get crap support.

  8. Steve Says:

    I’ve had had Dell XPS’s since 2004. That came with a dedicated phone line only for the XPS line, it was India sometimes but not all. The support was decent.
    Prior to that I had Dell Dimension’s 8400 and their tech support was as good as dealing with monkeys.

    Recently I bought a Lenovo Desktop. Tech support is located in the U.S. for my model and I just read yesterday that all tech support is coming back to the states. I also bought a 5 yr. Priority Service upgrade so I am good till 2018 if I still even have this them?
    Having U.S. support is one of the reasons I bought this system. I liked another one a bit more, same price.. more of a gaming system with support in India and no Priority Support like I do here in the states. I do get next day service with this one too and they will only warranty it for 3 yrs max, (what’s that tell you?)

    I am still within the time frame of returning this system exchanging it for the other and dealing with India.

    Also, Lenovo does not use refurbished parts when repairing your computer, completely new parts are always used.

  9. Dom Says:

    Let me just say that I will NEVER EVER buy a DELL product again! I just had the worst experience with tech support. I have had continuing problems and they said pretty much what I have already heard on here…too bad. I told them that you all just lost another Dell customer and it didn’t really phase them too much. I was supposed to get a new laptop from all the problems I had with this one and they told me “it won’t get approved from all the departments here and plus we need more information.” Really?? Like you don’t have a ton already with all the problems I’ve had??

  10. sam Says:

    Let me just say that I will NEVER EVER buy a DELL product again! I just had the worst experience with tech support. I have had continuing problems and they said pretty much what I have already heard on here…too bad. I told them that you all just lost another Dell customer and it didn’t really phase them too much. I was supposed to get a new laptop from all the problems I had with this one and they told me “it won’t get approved from all the departments here and plus we need more information.” Really?? Like you don’t have a ton already with all the problems I’ve had??
    and then i took help from axes pc care they are the genuine people their number is 1-877-509-8360

  11. JDE Says:

    I’m stunned to see Sony get first place in tech support. That doesn’t reflect my experience at all, and I’ve been on the phone with them as recently as a few months ago. I think they’re no better than any other manufacturer, and they’re all terrible.

    I also think that Apple’s tech support, while probably better than everyone else’s, is overrated. I’ve had at least two negative experiences with them over the past couple of years, one of them requiring intervention on the part of a supervisor who was embarrassed by the ignorance and unprofessionalism of his subordinate.

  12. She Says:

    When will Laptop Magazine release the showdown results for 2013?

  13. Anna Attkisson, LAPTOP Managing Editor Says:

    We are putting the finishing touches on this story now. It will be coming in the next couple weeks. Stay tuned!

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