Is Asus Customer Service Good? 2017 Rating
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|
|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.
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.
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.
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.
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.