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
Overall Web Score Phone Score Avg Call Time Phone Number Web Support
72/100 40/60 32/40 12:00 888-678-3688 Link
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.


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.


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.


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.


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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  • Hugo Smith Says:

    i wonder what unit will you guys be featuring on Asus this year, wanted to see how there support is for that model before i purchase it.

  • Nizel Says:

    Asus has greatly declined since the last time I had an issue years ago. The first level reps for components like motherboards don't even know the warranty nor the RMA process! They literally go "I searched your serial number and it's out of warranty (duh, it was made years ago which is why I provided the invoice), you'll have to pay." I tell them about the invoice and they don't even know what an invoice is nor even try to acknowledge it. The rep then proceeds to tell me to go to Amazon because the 3 year warranty is their warranty...WHAT?!?!?!?! I literally went to the RMA website and read verbatim Asus's own warranty and process to him and he just transferred me to a more competent rep without a word. Keep in mind this was the 3rd rep I talked to that didn't know Asus's own warranty (which is also the standard warranty process for EVERYTHING EVER MADE FROM EVERY COMPANY.)

  • Glenn Says:

    ASUS = Horrible service! My computer had no power. Over a few days, I called 3 times and got the same results. I told them the LED on the motherboard was lit. They had no clue as to what LED I meant. REALLY?
    I was told to remove the battery? [That resets the clock, date, passwords, etc, and if one doesn't know, then send it in to ASUS for repair.]
    I asked them to just give me the rating of Wattage for my ASUS motherboard so I could change the power supply [the manual doesn't have it].
    They could not find it?? THEIR motherboard.. and they could not provide me with its Wattage??
    I was told I needed to 'send it in' to be checked.
    HOWEVER, they could not provide me with a price? Not a price to fix it, I mean a price to just check it out and tell me what's wrong.
    ALL a scam!
    Also, 45-90 seconds between a simple question and their answer.
    I'll never buy ASUS again and will NEVER recommend any of their products.

  • John Y Says:

    Yes, it's awful. Means to be helpful but so lacking in overall organisation. Numerous points of failure in the process of trying to categorise repairs and sort returns. For three months they and a distributor disputed who was responsible for handling a known warranty claim. Customer service is carefully designed out rather than designed in.

  • Emily Says:

    This is clearly the worst company in the history of high tech. The worst. The customer service borders on outright fraud. Service techs are someone's elementary school child relative . . . or these are the stupidest people on planet earth. Whatever you do, DON'T use their chat system. You will be hung up for hours and at the end will be given some generic answer that you could have found on the web. Their customer service attempts to scam you into buying recovery software for $49 that you can freely download off the web. I could go on and on . . . this is my first and last ASUS experience.


    Ripped Off by ASUS!
    Sent gently used unit in to have cracked hinge mount repaired. "Not a known issue" seemed unbelievable as the design could not support the load. I always opened my unit with two hands, from the center. No scratches, drops or abuse on my unit. ASUS elected to replace laptop instead of just the case repair. The unit I received from ASUS had over 24,000 cycles on the hard drive, screws were missing inside, warranty tapes were ripped--basically the unit was flat worn out. This could not have gone through ANY quality checks by tech, simply unloaded and shipped out to me from their Chinese rehab container shipment. The hard drive failed within months. Then the same hinge broke again. Then the sound card failed. I sent it back to ASUS, and they again told me there was no known issue with the hinge.
    Bottom line is this company does not admit to any faulty records even though it was a known issue before. Their policy allows a unit to be replaced at their choosing as long as it is equal to or better than what was sent in. AGAIN, a lie.
    When I pointed this out to level 3 techs (three separate times with three separate techs) they got it, but apparently their boss did not. She denied any wrongdoing on the part of ASUS, and would not make good on an equal or better replacement--of which ASUS had a record.
    DO NOT TRUST what this company says. Do NOT do business with this company, THEY WILL RIP YOU OFF if given a chance. Even if they know they are wrong, their upper support (the level three support boss/manager) will not do what is right. BEWARE of this ethically bankrupt organization.

  • Done WithASUS Says:


    Not only are their products poor quality but their repair department is incompetent. The customer service department is outsourced to the Caribbean which makes them ineffective. I purchased the ASUS ROC G20CB gaming desktop in April of 2017 from Best Buy. After 2 months it would not start. I was instructed, by ASUS to send the unit in for service. They told me to include the adapter and power cords so that they could also be tested. Sending the unit back with insurance cost me $60.00. Ten days later, I got the desktop back with a report saying, "Tested OK NTF" as in no trouble found! However, the repair department did not return my two power cords! How can I verify their fix without power cords?! I immediately called customer service. I received several apologies and a commitment that the power cords would be expedited (2 days) back to me. But they then send me an email saying the cords would be returned in 5-7 days. After 6 days I called customer service to find out that nothing was done, nothing was sent out. In fact the repair department had not even replied to customer service on the power cords. ASUS hires customer service in the Caribbean and does not give them the ability to reach the repair department directly. What they do is open an RMA (return merchandise authorization) that the repair department answers. I got a half dozen more apologies and a promise the the cords would be returned to me in 2-3 days. 6 more days go by with nothing returned to me. Again I called customer service, they admit that it is ASUS' fault that they lost my cords. I do not understand how a large, million dollar company such as ASUS does not have spare power cords to send me! Another week goes by and the incompetent repair department sends me ONE cord! When on three different occasions I told them I required 2 cords, one that is 180W and the other is 230W (and all conversations are logged). They assured me that this problem will be fixed.

    I had no recourse other than to ask Best Buy what they could do for me. They normally have a 15 day return policy. After hearing the entire story, they tested the unit and found out that it still would NOT START UP!!!! ASUS did not even attempt to fix the unit and sent it back to me minus power cords so I could waste valuable warranty time! Best Buy agreed to exchange the unit for another manufacturer's PC. They even took it back minus both power cords. ASUS has not followed up other than to have me send the unit in again and spend another long month of frustration. Best Buy was able to exchange the ASUS for a DELL Alienware PC. The most important factor when buying a computer is its support and how effective their customer service is. ASUS fails miserably at this. After this experience I went to ASUS message boards to find hundreds of similar complaints with customer service and how they give you the run around so that you use up you warranty time and then have to pay for repairs.

  • Matt Morris Says:

    I will also NEVER buy another ASUS again. Web site a joke useless, down often, my model is not even listed . Paid a lot for this 750 series it's junk. Already has broken keyboard. I've had many laptops since 1995. Never keyboard issues like this over $200 to fix. This is not a premium brand but they charge like they are. NEVER buy another ASUS laptop!

  • Philip Hester Says:

    I have had many and continuing problems with my AiO i5. Win10 stopped loading. ASUS said to send to them and they would reload!! Real problem was failing 1.8T disk!! Replaced with 250G SSD.... $250 for diagnosis, repair, and data restoration. About two months later, speakers and DVD drive quit. ASUS said to send in and they would fix for an estimated $450, exceeding the value of the computer. As of now, I cannot recommend purchasing anything from ASUS. Alas, as I had a good record with my laptop.

  • Fred Finley Says:

    Hi all,
    As of May or June of 2017, ASUS went downhill even further. They closed their online chat support (which was lousy, at best), and replaced it with email only 'support.' That leaves the ASUS user with forums only. I will NEVER buy another ASUS again. I hope the one that I have never breaks, because I don't trust ASUS any more at all.

  • Rick Plyler Says:

    Being responsible for procurement, I am positioned on the front line of purchase, support, and repairs. I maintain a variety of different laptops, tablets, servers, etc....ASUS support, by far, is the worst of the worst I've dealth with, and even to the point I will never purchase another ASUS product. This includes even an ink pen with their logo on it.

  • Robbie Powell Says:

    The company will find a way to get out of honoring their warranty. I bought a laptop and in less than a year it quit working. I sent it in at my expense thinking the one year warranty would cover repairs. They then wanted $210 to repair the computer claiming something had been spilled on it causing the motherboard to go bad. The laptop was in perfect condition and had never had anything spilled on it. I called and told them this and they just said sorry but that is our opinion, so no warranty coverage. So, I would recommend to anyone to avoid buying anything from this company!

  • Dan Johnson Says:

    Having purchased my first Asus laptop from a commercial firm in California a couple years before they started selling them to the public, I have had several of their products and all have bee quite good. Unfortunately, I just finished dealing with their customer service and the results were such that I will never buy another of their products. 10 Days after I paid for my UX31 to be repaired under their 5 day guarantee, I had to call to find out what was going on. Finally they offered a refurbished UX390 as a replacement. Their ad, at that time, stated it came with a type C hub with pass through charging so I accepted it as an acceptable replacement. When it didn't come with the hub, they (and I) have spent about 4 hours on chats, multiple emails, a couple phone calls, all over a $20 (their cost) part. World class companies provide world class support. I'm afraid they fail completely in this area. Back to buying Lenovo.

  • Big Iron Horse Says:

    Asus removed their online chat option and set things up to where you submit a request via email. Goodness knows how long it's going to be to get something fixed.
    Most of their 'support' folks are completely clueless, and 90% of the time I have fixed the issues that have happened with my laptop.


    Lotsa luck, ASUS

  • Ansif Says:

    Asus tech support and customer care is the worst in the world. I could never imagine that a customer care can be so incompetent. It took only 15 minutes for a microsoft support to figure out my issue where as my OEM Asus support was still clueless even after 48 hours .. I wish i hadnt spent hours trying to expalin my issue with them

  • Ian Harvey Says:

    Asus support is awful . I will not buy their product as a result. I wrote asking if one of their laptops Ram could be upgraded. They replied it was not their policy to make changes to a pc ! That's not my question , I asked three times as I need to know if it is possible to upgrade from 12 meg . It's one sale they will not make

  • Goosed by Asus Says:

    Bought Asus ZenBook UX360 and Asus A540L for business. ZenBook UX360 didn’t work at all. and A40L has sound to only one speaker
    Have been trying for 23 days to get them replaced
    Asus only answers when you make negative comments on facebook

  • john doe Says: This is asus live help in a nutshell...

  • Jonathan Bierman Says:

    horrible support useless company

  • Wilbur Says:

    If you do buy an ASUS here in Canada, you should just assume there is no manufacturer warranty and that even if they tell you they have an accidental damage protection plan included, that it doesn't exist. It took a week to get an RMA from them and another week and a day to get a diagnosis. 4 weeks after the original date... I still have nothing from them. I've asked them to either release my laptop and return it unrepaired or fix it and return quickly... but all the customer service says is their tagline "I'm sorry for the inconvenience". Do they not realize that a repair that takes more than 4 weeks is not really a warranty? They mind as well say they don't have one.. because that's 1/12 of the warranty period gone anyway. Save yourself the headache. Buy a different brand... preferably one that will actually be there when you need them.

  • Woody Hamiton Says:

    I have two Asus gaming computers for my son. This is the worse warranty and customer service that I have ever been apart of. Absolutely
    rediculous. I had the 2nd computer 5 days and they have had it for 6 weeks saying they can't fix it or find one to replace it.
    Amazing to me that a company of this size can't get parts for their on computer and then say they can't even find one to replace it with. They just leave you hanging with lie after lie

  • Patrick Says:

    I am in Dublin Ireland

    I would concur completey with Marshall's article. I purchased an Asus all in one (Z2401C) from Amazon UK. I worked on set up day. Next day (today) on start up I got a request for password. I had set up a computer password but not an Administrator password. I tried inputting the password but it was rejected every time. The password was my normal Computer password so was correct.

    Phoned the support number for Ireland to be told it was a BIOS problem and they needed the BIOS date to rectify the issue, Press ALT + R was suggested. This did not work so the following is the email sent to me "In order to provide you with the correct BIOS password, we do need that date. Can you buy any cheap external keyboard, that you can connect to the ALL-IN-ONE?
    Otherwise I can just advise that you go to any local shops to help you get rid of this BIOS password.

    Think all would agree this is a ridiculous suggestion from a "support team" least of all as it invalidates the Warranty, particularly as the computer was only days old.

    I did try to see if the USA support would help me but that came to nothing. Computer is being returned to Amazon. I should probably have stuck to Dell.

  • eve c Says:

    I've actually found ASUS North America to provide really good support. I've used phone support on numerous occasions, and not only found the reps. to be unfailingly polite and pleasant (two things aren't the same), they've resolved nearly all my issues -- even when really they didn't have to, given that I was asking for help with items out of warranty, and sometimes relating to software. To the contrary, I've found Microsoft to largely convey the message, "time is money" and we don't have time for you unless you're paying us. I have five ASUS products in my household, and only one has had an unresovable issue. For the others, they've served well and still do -- even one that is over the four year mark, and another over the three year mark.

  • Danny Says:

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

  • Debra Says:

    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:

    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

  • 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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