Is Asus Customer Service Good? 2017 Rating

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Last year, Asus wound up near the bottom of the list on Laptop’s Tech Support Showdown. Although there was nothing egregiously wrong with the company’s efforts, Asus’ subpar website, obtuse social media responses and long explanations over the phone left plenty of room for improvement.

Asus Tech Support
OverallWeb ScorePhone ScoreAvg Call TimePhone NumberWeb Support
72/10040/6032/4012:00888-678-3688Link
Phone Hours (ET): 24/7

Rather than getting better, though, the company declined — sometimes dramatically. The online support is slow and unhelpful, while the phone support takes entirely too long to identify and fix common problems. It’s a good thing that Asus machines tend to be fairly reliable, because if something goes wrong, you’ve got an unpleasant few hours ahead of you.

tss 2017 report card asus
To evaluate Asus’ customer support, I got ahold of an
Asus ROG Strix GL553VD gaming notebook, and asked three questions. One was a general Windows 10 query: “My screen turns black and requires a login every time I walk away for a minute. How do I fix it?” My other two were specific to the Asus brand: “How can I give my keyboard rainbow lighting?” and “How do I activate Asus Eye Care?” (Asus Eye Care is a monitor preset that’s supposed to be easier on the eyes, especially at night.)

Support both over the phone and online was a mixed bag. Both were tedious, time-consuming processes, and although Asus reps were unfailingly polite, they had trouble diagnosing key issues.

Web and Social Support

The first place I tried to address my questions was on the Asus website, where I visited its support section. Navigating through the multitude of answers is confusing, because the search feature is extremely finicky, and browsing through individual product pages is cumbersome. Sometimes, the search would return dozens of irrelevant results; other times, it would return next to nothing. The product page featured dozens of FAQs, but they weren’t organized in a coherent fashion; rather it was just a big list that would make you lose your place if you clicked through and tried to use the Back button.

asus_website_image

Live chat was also a thoroughly disappointing experience. I decided to try my luck by asking the “blank screen” question, and began a chat with a representative named Morice around 3:10 p.m. ET. Even though I’d described my issue and given my PC’s model number on the sign-in screen, he needed them again before he could even start helping me. His responses were painfully slow; sometimes he waited a minute or two before responding to simple queries.

Two minutes into the chat, I received a phone call asking me to take a survey about my chat experience. I wasn’t exactly sure how to respond, considering we hadn’t gotten too far past the “Hi, how are you?” stage of the conversation.

To make matters worse, the Asus rep misdiagnosed the issue, assuming it was related to my power settings. When we’d exhausted power options, he tried to get me to update my visual drivers. Morice also recommended that I reconnect to the chat after a restart, at which point he would try to update my drivers remotely. I’d already spent half an hour chatting with him, and elected not to continue the conversation after that; he was not even vaguely on the right track to fixing my issue. In fact, the best way to solve this issue is disabling the password prompt for wake-ups.

asus_facebook_search

Support on both Twitter and Facebook, on the other hand, was relatively fast and fairly accurate. I split up my remaining two questions between the social networks: On Twitter, I asked how to change the keyboard colors, and on Facebook, I asked how to activate Eye Care.

asus_twitter_accounts

Of the two services, Twitter provided much better support. Though there are many Asus accounts (by region and specialty), the account descriptions were very clear about which ones provided tech support. I posed a question to the North America support account, and had a response in a little less than an hour and a half. The response from Asus told me where to find the keyboard software, not exactly how to manipulate it, but using the software is admittedly a pretty intuitive process. It’s also a big improvement over last year, when I had to send the company a follow-up email after getting its attention on Twitter.

Facebook support, on the other hand, made it difficult to find the proper page. Simply searching for “Asus” brings you right to the Asus India page — useful for Indian customers, no doubt, but not terribly intuitive if you live in one of the other 20 or so regions for which Asus maintains Facebook pages. It took a bit of digging to find the North America page; it didn’t even show up on the first page of search results.

After that, though, the process was fairly straightforward. I asked how to activate Eye Care, and the Asus staff replied with a keyboard shortcut within an hour. However, the keyboard shortcut didn’t work (a somewhat common problem with Asus laptop keyboards, I later learned), and I noted my difficulties. The company explained how to reinstall the necessary software and find a Start-menu shortcut within another half-hour. Assuming you can find the correct Facebook page, getting an informative response isn’t hard.

Phone Support

As was the case last year, Asus’ phone support was better than its online counterpart this year, but it took the support reps much longer than it should have to explain the fixes. I tried my three questions at three different times of day: twice during working hours and once during off-hours. While the customer support reps were courteous and professional each time, they did not always correctly diagnose my problems, and a 30-second Google search could have yielded much more effective results.

tss 2017 bar chart v2 3071071489010477.2 3071071489010477

My first call was before working hours, at 8 a.m. ET on a Wednesday. My first attempt was disastrous. After navigating a brief automated menu, I was connected to a noiseless void in which I occasionally heard people chattering in the background. I had no idea whether this was normal behavior for the system, and waited on the line for 15 minutes before being unceremoniously disconnected.

(To its credit, Asus called me later in the day, explained that its phone lines had been busted that morning and asked if I’d been able to reconnect later in the day. Still, I don’t know if this is a regular problem or a one-time deal; if you don’t get any hold music, hang up and try again.)

My second attempt worked much better, as I blew through the automated menus and was talking to a real person in less than a minute. My real person was named Jonathan, and he, like all Asus customer service reps, was located in the Caribbean (where the weather was “just beautiful,” he said, which made me painfully aware of my own snow-prone environs.)

I explained the situation where my screen went blank and locked me out after a minute, and it took a while for him to arrive at the heart of the issue. He walked me through a variety of steps in the Power Options to make sure my computer wasn’t automatically shutting itself off, even though I’d explained that my computer never actually turned itself off. After going through the Power Options settings about four times, in both default and advanced configurations, he asked me if it could potentially be a screensaver issue. All told, the call took about 21 minutes, about 19 of which were spent chasing a totally wrong lead.

My second call was during the workday on a Wednesday, around 12:30 p.m. ET. This one went much faster, although, to be fair, my question was much simpler. I asked my representative, Shanice, how to activate rainbow lighting on my keyboard. She directed me to the proper program, told me where to find the appropriate menus and that was that.

When I hung up the phone, I was surprised to learn that the whole conversation had taken about 7 and a half minutes. Part of the reason it took so long was probably that she needed my computer’s model number, serial number and previous case number. She also tried to direct me to download an entire software package before admitting that it was possible that the program was already installed on my machine.

When I called in my final query, at 10:15 a.m. ET on a Thursday, I got a more mixed response. I spoke with a representative named Colin, and asked him how to activate Eye Care. My time on hold was less than a minute, and he walked me through the process in about the same amount of time. The call took about 7 and a half minutes overall.

However, when I activated Eye Care, I noticed an intensity slider beneath the option. I asked him what it did, and he explained that it adjusts the brightness of the screen. This isn’t true; it changes the color temperature. It’s not a catastrophic misconception, but it does make me wonder what else the Asus support team might get wrong about its products.

Warranty

Asus backs its laptops with a one-year warranty, which covers parts and labor but does not pay for the cost of shipping your product in for service. Upgrading laptop components also voids the warranty, which seems unfair to gamers who might want some extra RAM or a more powerful hard drive.

The company also offers a Premium Care package, which can extend the warranty for an additional year or more. Exact dates and prices vary by model (and the site does not even provide estimates until after you’ve bought a machine), but if you extend the warranty, the same terms and conditions from the standard warranty apply.

Bottom Line

Last year, I thought Asus had some technical difficulties to iron out, but I also thought the company was at a fairly decent starting point for improvements. Since then, though, Asus has not improved in some areas, and it’s gotten worse in others. Phone conversations are still much longer than they need to be (although I must again praise the extremely friendly customer service reps), while live chat continues to be obtuse and social media is competently speedy but sometimes difficult to navigate.

Asus needs to overhaul its website and figure out a way to streamline its languorous conversations. Until the company does those things,, you’re better off sticking to internet forums if something goes wrong with your laptop.

 

Tech Support Showdown

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27 comments
  • Danny Says:

    Used toilet paper is more valuable than ASUS's warranty. If you value your money and sanity, avoid ASUS!

  • Debra Says:

    DO NOT BUY ASUS!!
    We bought 3 computers from Asus in the last few years. All 3 had problems within the first year.

    The 2 laptops we bought for our kids to use in college both need repairs. I called 'customer service' in Oct., 2016, and received an RMA for one of the laptops and was told it was under warranty. I spoke with an Asus representative that said I could send it in in Dec, 2016. She (Denyse) told me that it was all set up to be sent in under warranty and to call in Dec to get a shipping label. I have a confirmation email with the RMA number from Asus. When I called Dec. 6th, the Asus representative (Everton) told me it isn't under warranty any longer but I had a grace period of 60 days from the RMA to get it sent in. The next Asus rep that I spoke to said it is not even in the grace period. The 2nd laptop stopped working in early Nov., 2016. My daughter called Asus and the Asus representative told my daughter that the laptop was under warranty. He told her to try some troubleshooting before sending it in. So she, in good faith, worked with computer tech people at her university to trouble shoot. They determined it was the hardware. When I called on Dec. 6th, 2016, after doing what Asus advised (and wasting my daughter's time), the Asus rep told me that it wasn't under warranty. (He said it ended Nov. 30th--neither of the reps we spoke to about the laptops that told us they were under warranty told us this even though they advised us to call back in Dec/later)

    BOTH laptops broke down within the first year (one of them twice--had already been sent in for repair and the same problem occurred within months of return), we called the customer service number and were told that both computers were under warranty,-- we did what the Asus representatives told us to do and then were told that they weren't under warranty after following Asus reps directions. Asus has record of our calls when we were told they were under warranty but will still not honor the warranty.

    I have spent literally 9 hours over several calls trying to get this resolved--not including writing this review. I spent most of that time on hold. I spoke with a manager, Mario, also Alan, Tim, and level 3 manager, Tisha, in the Customer Care unit. Was hung up on by Alan when he was transferring me after 4 hours into the call on Dec. 6th. I spoke with Julie in the Out of Warranty department who said she would look into this and get back to me--she did NOT. Every Asus representative that said they would get back to me did NOT. Then I would spend more time trying to get a hold of them again.

    When speaking with Tim in the Customer Care unit today he said that Denyse from Asus made a mistake when she told me I could send the laptop in in Dec. Any fair minded person, or customer service rep would/should honor what the Asus rep told the customer, even if they 'made a mistake'. When I discussed that with Tim he said, "if Asus covered every mistake that an Asus rep made then we would be out of business". What??! Clearly Asus doesn't care about honoring their agreements, respecting their customers, keeping their customers, and backing their representatives. I asked how a customer is to know which Asus representative knows what they're doing. If each Asus representative says something different, how is the customer supposed to know what to believe or what to do? Tim from Asus said that Denyse from Asus is only a level one rep, so she made a mistake. Again, what??? How is a customer supposed to know who is level one and if they are doing their job properly?

    Asus computers do not last long and their customer service reps are terrible. Asus does not care about their customers. I will NEVER buy another Asus computer again. I would advise the same to everyone else.

  • Andretta Owens Says:

    My laptop is just a little over a year old I had to send it out to get repaired the screen went blank and there was no response to the laptop send it out they made some repairs and adjustments they sent it back two months later the screen is blank again I believe it's all due to the motherboard and this laptop cost about $400 now I'm going to send it out again and it's the motherboard going to burn out again or can I get me a new computer or better yet my money returned so that I can go buy a Dell or apple or something that's more workable

  • Panos Says:

    Hello! I would like to complain because greek asus support didn't help me with my problem...My problem is that my asus n552vx gets freezes(no drop fps) in games at my hard disk but at my ssd all games run perfectly...furthermore i have freezes in videos in youtube and greek asus support didn't solve my problem because they said to me that i had no problem with my notebook. They couldn't find the problem so they said that i had no problem and i have proof with videos which are showing the freezes. This demeanour is irresponsible and i am dissapointed!!!

  • Douglas Honeycutt Says:

    I have an ASUS laptop computer that is only two years old. I turned it off last night as usual, but when I turned it back on this morning it gives a hibernating sign once the screen comes up. I have hit escape; control/alt/delete & nothing works. Please advise. Thanks,

  • Alwin Says:

    Hello,
    I have a query related to my Acer laptop. Its was working fine before one or two days before.But now when the power button is pressed its not turned on. I called the online support.They had mentioned to press with a pin in a hole at its battery related area. Now its turned on only after pressing with a pin...
    How can i resolve this issue?
    Kindly help me asap

  • Paul Snom Says:

    in North America we have a wonderful thing called small claims court... the beautiful thing about it is you may take a small risk +/- $100 but it will cost the company much more to send some junior representative to represent the company... I don't know why more people don't use this option when companies purposely choose to give there customers lousy service. If you have a reasonable case you will probably win + court costs.

  • Mounika Says:

    When i was using my ASUS laptop while it was charging it suddenly gave a small sound and turned off it's not switching on till now this happened 3 days earlier I thought irs a problem with charger so i asked my friend chrger and tried to switch it on but it's not responding please suggest me something i need work on my laptop
    Thanks

  • kay123 Says:

    my disk space of 32 GB emmc was changed to 16 GB emmc after taking it to ASUS to fix my windows problems.I couldn't make any complains because I saw that after 5days later.Im really disappointed and Im never going to use any asus product in my life again

  • Nilay Bhatt Says:

    i had bought asus G73jh gaming laptop for 1 lakh rupees and within lik 6 months its speaker got bad and damaged later few months its keyboard keys started working touch pad was worse since the 2nd or 3 month of use battery always had to be pluged and used withing a month its battery deteriorated
    and within a year its ram was also affected
    worst laptop experience ever
    never going to buy asus product again still seeing its new gaming laptop seeing the specs think of buying it but having such bad experience don't buy it
    many times specs are good but the performance is bad as we can see in many products nowadays

  • Omkar Dhillon Says:

    I bought this new Notebook on 14th April and within an week the keyboard is not responding, made an complain and I say the Call centre didn't not reply satisfaction. I am helpless now awaiting my keyboard tobe replaced and is at complete Mercy when they will. Losing precious time. Please kindly help me

  • Peter Mezmin Says:

    I'm a complete novice with laptops and computers I've had my laptop for about a year and have never been able to set my laptop up I would appreciate if Asus could help me set it up please

  • R. Winkers Says:

    Twice the LCD Touchscreen Panel of Model Q501A failed. It was sent in once for replacement. Failed again 6 months later. ASUS support would not stand behind the repairs. Would not recommend buying again from this company.

  • j lopez Says:

    Case #N160317765 Would like to acknowledge "Everton" in assisting me to fix my computer over the phone....thank you very much.

  • Mark Serges Says:

    For me Asus has Worst support ever. Wont stand behind their products.

  • Bob Harrison Says:

    I have had a Nexus seven made by Asus for two years and am quite satisfied with it. When I saw the specifications and price of their new desktop, M32CD, I was convinced to purchase it. My reason for buying a desktop is that I wish to configure it with an SSD, an additional hard drive, and increase the memory. It would help to have a technical manual so that I do this properly. I would expect this manual to contain a motherboard layout and also explain the BIOS options. I checked their support site and found there was only a User Guide without this information.

    I made several attempts to find this information, the text chat on their site, a telephone call, and I downloaded their android service app and called again. The answer I finally received was that ASUS has a policy that they don't want customers to add components, or change the factory configuration in any way and therefore will not release this information.

    Manuals with this information are provided by other manufactures and its only reasonable for a customer to expect this. Many customers that buy a tower desktop intend to eventually upgrade it. If ASUS intends for its desktops to remain closed cases, it should advertise this information when selling the product. In which case I and others with this intention would not have purchased it.

  • xpgong Says:

    I would say I am very disappointed at their warranty service.
    I bought a X-20rTA asus 11 inch machine(full price less than $300), with normal usage for 10 months, the display began to have issue and completely no display in 11 months.
    called Asus warranty support, they issued RMA, but I need to pack my machine and I should pay to ship them back(in contrast to many warranty service). I asked will I be responsible for the charge of shipping back. Clearly more than three times, they told me that Asus will be responsible for shipping back at Asus cost.
    Four days after they received, I got an email with invoice of
    1. $320 to replace LCD
    2. $10 to ship back.
    Asus used some defective LCD on some small screens. Their tablet has tons of LCd issue and they finally decided to replace those. My machine is under normal usage. No physical damage at all. Screen glass is still perfect. but they decline the warranty service.
    Even worse... is... they can not honor their own words...Asus is responsible for shipping back at Asus cost...they charge me to ship it back.
    I was originally considering purchase another asus machine. but now I really hesitate

  • Susan W Says:

    I can get through to an Asus customer service agent quite quickly. AND they seem very eager to help...AT FIRST!!! This is all just a front. They say whatever they have to to get you off of the phone. I have NEVER received a call back as promised and my computer is still sitting there in limbo. I cannot believe that ANYONE would give them a decent rating. Obviously the research put into this rating was lacking... Try again!!!!

  • eddie hackett Says:

    Could you possibly made it any more difficult to sign in a laptop? Serial number needs a microscope to read, product name???, I just gave up.

  • dahir Says:

    I have ASUS loptop and I have black screem problem. my loptop is on but can't display anything please help

  • ant Says:

    i always used to respect asus until the lcd on my g75 broke and i sent it in to get replaced. something i probably could've done myself but didn't want to go through the hastle. It took them 3 months to fix it and when they did they did it wrong. its like they didnt even bother to try and check if the installation worked correctly after they turned the laptop on. I will be avoiding anything branded with asus like the plague

  • Krystle Gnatz Says:

    I have been fighting with ASUS for over a year now. I bought the Q501LA, touch screen laptop for about $850. After a few months it stopped booting up properly. After speaking on the phone to tech support, the problem was still not solved so they finally had me send the laptop to them in California. After getting a back over 2 weeks later, I booted it up, the computer worked it then started to update Windows and no longer worked. I called them back, they had me send it again and I received it back with a horribly cracked screen because they had sent it in VERY poor shipping materials. I have sent it back AGAIN and don't know if the problem is even fixed yet. I do NOT suggest buying from ASUS. I know that their products get great reviews but God forbid something goes wrong, their support is awful!

  • Fabián Borga Says:

    Señores,buenos días, necesito saber a que dirección de e mail me puedo dirigir para hacer una verificación de correspondencia de números de serie de la PC y el disco rígido con que salieron de fabrica. La maquina se cayo y se rompió la pantalla pero se veía parcialmente lo que me permitía apagarla y prenderla. La llevo al service oficial para que coticen la reparación y al regreso me dice que tenía roto el disco rígido lo cual NO era así porque la podiamos seguir usando con una pantalla auxiliar. Gracias . Saludos. Atte. Fabián Borga

  • Daniel Says:

    Asus technical support, while very personable and patient, is worthless when it comes to deep hardware issues. My D550MA laptop has been returned 3 times in my six months of ownership. Their repair service does not read the comments on the RMA request from their own technical support department. The last time the computer was returned for a defective NIC - they replaced the wireless card. NEVER again, Asus.

  • Nancy Conway Says:

    This company is the worst company I have ever dealt with. they promised to fix my broken laptop and then said it was damaged in shipping and sent it back unfixed. the damage was already there I told them clearly what was wrong. they shipped it back unfixed to the wrong address additionally . I would not recommend buying anything from ASUS. horrible company .

  • Rodney Says:

    I recently purchased a Zenbook Ultra from the Microsoft Store (1st mistake). This was for my wife for use with her business. At 1st the computer was jumpy and IE kept giving me the error: "IE has stopped working. Long, short... called Microsoft premium support 4 times. Returned the store 3 times and the notebook is back in ASUS repair shop for the 3rd time. They said they are replacing it with a new OR "reconditioned" replacement. Not a happy camper right now.

  • nieca Says:

    I had researched brands of laptops which have lesser complaints. After a thorough researched I decided to chose Asus brand. The first time I use an Asus Brand laptop, model transformer book flip 2014 and it disappointed me to the max! The touchpad not working and its a brand new laptop. I had an exchanged for the same laptop then I had realized the screen is very low in quality, big pixels. on the note, the skin color is black it is so messy to see smudges all the time. I returned the product, paid a 15% fee since it was not defective it was just that i realized i am not satisfied and happy with it. i bought a different brand instead. My first and last encounter with any asus laptop.

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