Asus Tech Suport

I have looked all over the place but canot find any info on the quality of the asus tech suport. I live in the USA and was just wondering if there were any who had expirience with it good or bad. I am a little nervous about purchasing from a laptop brand that dosen't seem to be to wide spread.

 

The only complaint i had with ASUS was their sub contracting repair center screwing my brand new lappy. But it was my mistake in the first place for sending my lappy to the wrong people, but ASUS made up for it by giving me a new one. Lesson learnt, i deal only with the official repair center from now on. So far, i've been impressed by their quality of support, the official repair center i mean. The sub contractors are still crap...but then i'm in OZ and things are different down under.

I'm unfamiliar with ASUS USA tech support, but i've heard positive feedback from the members here. Purchase your ASUS laptop from reputable resellers such as proportable, or milestonepc, or geared2play and you are in for a treat.

Oh, ASUS isn't as widespread as Dell or acer coz they are usually more expensive being reserved to the enthusiast club

 

Asus' global offices are all completely sepereate entities... they're almost like francizes in a way... except they're all different and their only connection is that they all have "Asus" in their name and they all buy from Taiwan... Beyond that, there's nothing. Taiwan almost looks at them as distribution centers, they're as much a part of the Taiwan family as someone end users who buys an asus laptop is part of that Asus family.... So support is different all over all. I've heard issues with AU and the UK and Spain... but I've had more experience with the US office over the last five plus years than anyone and I certainly trust two of the five techs with my life.

I'd say that most problems, either with ensembles or customs, customers first come to their dealers (us anyway) and most issues can be solved in a two minute conversation with someone who actually knows the ins and outs of your notebook.... but if it gets into something more indepth, Asus wants to hear about it and you are paing for their service and support.

They're very good, but you could always call them up directly and pretend like a customers until they ask for your serial number and see what you think. You're not dealing with outsourced help reading off of whitepapers.

 

Thanks that really puts me at ease. Trying to compare between different brands is easy, for the most part (read reviews look at benchmarks) except when you come to the smaller more specialized brands, like Asus Fujitsu and Compel, the reliability and tech support becomes a little vague I.e they don't have as much of a track record.

 

... The biggest thing about Asus, if you know even the littlest bit about them, is that their products are top notch and the need for support becomes very small when you're dealing with the best...... I tell people Asus has about five North American techs and they think either Asus doesn't sell a lot or they are understaffed.... But really, we sell a lot and there just isn't a need for a huge group of people if no one is calling in for help.

 

I like the idea of not needing tech suport(or to much of it) just out of curiosity what kind of warrentys does asus offer

 

Everything was just bumped back up to 2 years, which is great... that's what it used to be. I'm not sure how much longer there extention package will be good for because they were only good for models with a 1 year warranty and extended them to 3........ I don't think they're going to allow us to sell them with the 2 year models because I don't think they can extended that to 4 years..

That's basically it though.

 

I have noticed that some of the sellers of asus laptops say they come with lifetime 24/7 tech suport is this a dealer thing or is this coming from asus

 

im not aware of 24/7 live tech support >_>

 

Just wondering if it was a standard thing. I had seen it on a few of the sites were they construct the bare bones models. Incidently I don't like the idea of having a computer that is called a bare bones. Why couldn't they have come up with somthing more creative like, custom crafted or hand tailored or somthing like that.

 

They have come up with: ASmobile
*giggle*

 

Hey! thats better they, must have read my post!

 

The "ASmobile" line isn't something new..... it's just a new name... it was called "built on Asus", and incidently was better than what is today, as what were ensemble models were used in a barebone form to allow for some customization. Now, the lines - so much so that they are going to improve it in the spring, but it's neither something new, or something really special. We've been customizing the systems since we started, but with restrictions on warranties and everything else, customizing the ensembles is like taking a huge risk - both for us and the consumer..... because it'll void their warranty. On the custom barebone side, the systems are no crap and in the end it's our name that's behind them because Asus has no part in their support or warranty..... and yet the quality of them is such that say, I wouldn't own them.. and if I wouldn't buy one, I certainly can't back selling them.

In terms of 24/7 lifetime support.... good luck with that. That's a dealer speaking and first and foremost, they need to be around and I'd put more money on a 50/50 chance of a coin flip than I would with dealers sticking around....

 

Well you scared me away from ensemble models. just out of curiosity why dont you think the dealers will stick around. Is there a large turnover rate among asus dealers?

 

I scared you away from ensemble models? If I did, you certainly misunderstood me....

In our five plus years, If a company can sticks around a year, that's a lot.... Once they realize there's no money in it, they don't stick around... and that is if they can find their niche to begin with. From there, there are a few who stick around a couple years, but if the can stick around that long, they start to move towards other brands that sell easier and make more money.

Since Asus doesn't help out whatsoever, unless the company have backing in other areas and actually is in the business because of the products and not the money....... there's life to be had in this area.... it's the one reason we're still around. Like I said, we've been importing asus' notebooks for more than five years now..... there are a few that are going one three years right now..... and maybe two handfuls that are coming up on a year. That's not exactly a long time... I mean, even us, in this world of Asus notebooks in North America, I'd be the great grandfather of the movement, and I won't consider us a success unless we're still working with Asus for at least another five years. So, it's really hard to pin point, but typically business is about making money, and not having the capital to start and keep running are the main reasons businesses fail in this country within the first year.... so add it all up and there isn't a lot of hope for anyone - but Asus. They've got what... I think 18-19 years in this business and if they go under - so will a lot of well know computer makers because Asus is the one designing and building their systems.

I'm just saying that Asus' warranty and support are very valuble - and which is why I'd suggest an ensemble over a custom in the first place...... But there are also many other points which should lead someone to an ensemble anyway... like better build quality, design, materials, etc.

If you can trust someone who's been selling a product for less time than what your expected warranty is, you're taking a chance... the less time they've sold them, the greater the chance...... so I don't mean to scare you, I'm just giving you the reality of this business, especailly in regards to Asus.

 

sorry I meant costomizing ensemble units. so in general would it be better to by from a larger company like newegg if you wan't extended warrentys? or is asus offering 3 year extended warrentys

 

No, bigger doesn't always mean better.... Newegg hasn't been selling Asus' systems that long and if things don't work out for them financially, they won't be doing it down the road either. The reason we continue in business is because we focus only on Asus... it's our life blood and always has been. So spare parts, accessories, things of that nature are always things we pride ourselves on. You won't find personal attention and accountability from very many places.

 

so are all extended warrentys through you or asus

 

Extended warranties on the ensembles are backed by Asus but can only be purchased from select dealers.