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Comments on Asus support - up to date feedback?

post #1 of 17
8/24/11 at 6:54pm
Thread Starter 

I haven't seen anything recent regarding the quality of ASUS support.  Customer and technical support.

I'm considering the ASUS u46e-Bal5 based on comparison with the Samsung QX411 and Toshiba P745.

I' having a hard time finding them sold anywhere but BBuy.  Office Depot has the asus u46e-Ral5 but I'm not sure the difference.  

Asus doesn't show a single phone number online so presale information is out of the question... 

 

 

But support is a major part of my criteria.  How have your experiences been?

Quality of ASUS machines in regards to longevity?  

   Screens, batteries, hard drives?  Keyboards, touchpads?

Asus keeping products up to date with driver, bios updates?

Accessibility of technical support?

Knowledge of technical support?  

   Knowledge of the actual technicians in technical support and not the front line knowledgebase junkies you initially get on the phone?

   Online, email or phone?

Quality of repairs?

 

 

From what I'm seeing online, the only way to get any support is via online chat or email?  Correct?

 

Any experience with the extended warranty?  Value?

 

 

These are my final criteria to touch on before I buy.  

Brett

 

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post #2 of 17
8/25/11 at 5:13am
Our Asus Guru hasn't woken up yet. He'll probably post soon. wink.gif
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post #3 of 17
8/25/11 at 9:00am
You rang?

Asus does have a phone number - several in fact. The one for questions and support regarding notebooks is 1-888-678-3688.

To answer you other questions...
General build quality is good. I had a Z71V and currently have an Eee 1001P netbook, and both survived drops and spills without issue. Most of their machines have glossy screens, although a few (most notably their B series business notebooks) have matte screens. Asus used to have battery problems with several models a few years ago, but all their current models seem fine in that respect. Both keyboards and touchpads are above average, in my opinion.

I have to admit, they're pretty bad at keeping drivers up to date, but you can always get updated drivers from the individual companies that made the touchpad, graphics, etc. BIOS updates are done as needed.

I haven't needed to use the tech support lines very often, but Laptop Magazine says the phone tech support folks are knowledgeable. Warranty is above average if you buy through an Asus reseller and NOT from Best Buy, since Best Buy requires that they be the only ones to provide warranty service on anything they sell.

And speaking of resellers, Asus has a listing of them on their web site. NBF (this site) has previously had a relationship with GenTechPC, which is one of the better resellers.
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post #4 of 17
8/25/11 at 6:52pm
Thread Starter 

May have to rethink ASUS.  I can't find the u46e anywhere.  The front line guys on their support line aren't any help.  "Visit the Asus Reseller page" is all they can say.  And only Bestbuy and Office Depot show it.  Bestbuy wants to sell their warranty.  Office Depot is backordered and therefore can't/won't give any information about the laptop, when it'll be in stock or warranties.  Amazon has it available but from 3 sellers I would give a stolen credit card number to no less buy for myself from these places.  The guy on the phone actually sent me to websites that only sold competitor's machines,

 

If anyone can find the u46e-bal5 or ral5 for around $700, I'm game.  But am quickly getting tired of hunting only to find a bunch of 1st gen i5s. 

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post #5 of 17
8/25/11 at 9:16pm
Thread Starter 

Can't get a straight answer from ASUS as their phone people are clueless.  From your experience, does ASUS sell their warranties directly to consumers?  This way I can but the BBuy model and an ASUS warranty...  If not, I'm SOL.  

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post #6 of 17
8/26/11 at 1:10am
They should

cheers ...
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post #7 of 17
8/26/11 at 7:18am
Quote:
Originally Posted by Sierraguy View Post

Can't get a straight answer from ASUS as their phone people are clueless.  From your experience, does ASUS sell their warranties directly to consumers?  This way I can but the BBuy model and an ASUS warranty...  If not, I'm SOL.  


You might be able to get a warranty extension through ASUS, but I can't guarantee it.
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post #8 of 17
8/26/11 at 10:23am
Link in my post = access to ASUS extended warranty

cheers ...
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post #9 of 17
8/26/11 at 4:16pm
Thread Starter 

Have to buy the extended warranty from an ASUS reseller with the laptop.  Unfortunately, I can find only 3 resellers with the ASUS U46E.  Office Depot - out of stock / back ordered,  Best Buy - only going to sell their Blacktie policy, and 3 random sellers on Amazon - I don't by from no name companies or individuals.

 

Spoke with the ASUS eStore who said there will be an extra one year warranty for sale soon but it will be an extension of their limited warranty only.  Not the 360 or ADP.

 

ASUS just lost a point on my list.  Gained a point over the Samsung QX411 which has a built-in Lithium-polymer  battery.  Not sure I want to get into bed with a company knowing I have to pay them extra when the battery fails...  

 

 

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post #10 of 17
8/27/11 at 6:44am
Most companies only have battery warranties for a year. Extended warranties beyond that do typically cost extra.
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post #11 of 17
9/13/11 at 8:11pm
Thread Starter 

 

I bought the Asus U46E and couldn't be happier.  The configuration is awesome for the price.  Fast, light (by my measures), LONG battery life (I've gotten 8 hours), and the GPU is more than enough for the "advanced-average" user.  I got the 8gb model so I have memory to spare for the integrated HD 3000 graphics.  I believe it's set to run up to 1.7gb so with 8gb it doesn't begin to tap into RAM allocated for general processing.  

 

As for the warranty, I used m,y Amex card which matched the mfgr warranty.  So 2 years.  I'll just be extra careful.  Especially with the HORRIBLE SUPPORT at ASUS.

 

I would recommend this machine to ANYONE.  Well, except the serious gamer.  

 

HOWEVER, note that in comparison to Dell, Toshiba and Samsung,  the ASUS support SUCKS.  I wouldn't suggest anyone without above average technical skills buy anything ASUS.  And I did say Dell as my other laptop is an XPS 16 and I've had nothing but superior support. Granted I purchased the 3 year accidental coverage and with that, Dell jumps through for XPS owners.  Needed a replacement Windows 7 disk (that doesn't normally come with the machine) and Dell had it to me in 2 days.  ASUS told me to suck eggs.

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post #12 of 17
9/13/11 at 11:06pm
Wow, ranting on ASUS support over an installation disk on 4 different posts - this must be a pretty heated conversation that you have with the support there. laughing.gif

You stated your point now wink.gif

cheers ..
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post #13 of 17
9/14/11 at 1:47am
Thread Starter 

Oh no... In my pharmaceutically sourced fog (pain killer for foot) combined with the spinning head syndrome caused by starting grad school and being overwhelmed, I just cut and pasted responses to different people in different threads to get those threads closed.

 

I'd be glad to write a review.  Anything NBF looks for in particular?  I'm a researcher and like to write to the "editor's audience"...    Benchmarking?  Or just my objective and subjective review...

 

And yes, the one major flaw in the machine is the support infrastructure behind it.  Makes Dell, back in their worst days, look good.

 

review coming... 

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post #14 of 17
9/14/11 at 1:51am
Quote:
Originally Posted by Sierraguy View Post

Oh no... In my pharmaceutically sourced fog (pain killer for foot) combined with the spinning head syndrome caused by starting grad school and being overwhelmed, I just cut and pasted responses to different people in different threads to get those threads closed.

 

I'd be glad to write a review.  Anything NBF looks for in particular?  I'm a researcher and like to write to the "editor's audience"...    Benchmarking?  Or just my objective and subjective review...

 

And yes, the one major flaw in the machine is the support infrastructure behind it.  Makes Dell, back in their worst days, look good.

 

review coming... 


Your own observation on the review will be much needed. This is worth more than any professional (advert) reviews out there smile.gif Pic and link to video clip if you are up to it will be very much appreciated. And yes, do put in your experience with the support infrastructure behind the machine (where and whom), but please be gentle laugh4.gif

cheers ...
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post #15 of 17
3/23/12 at 9:27am

I've had a defective motherboard for 4months.  Asus customer service hasn't been any help in resolving the issus.  They keep telling me they have no stock on this board.  Customer service makes claims they don't keep

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post #16 of 17
3/23/12 at 3:07pm
Quote:
Originally Posted by ronjon489 View Post

I've had a defective motherboard for 4months.  Asus customer service hasn't been any help in resolving the issus.  They keep telling me they have no stock on this board.  Customer service makes claims they don't keep

Escalate the problem. Request to speak to a supervisor. Good luck

cheers ...
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post #17 of 17
4/3/12 at 4:50pm

I have a bunch of ASUS products. but recently there CS gave me some trouble with things. So Im not even sure if I will consider ASUS for next buy. They build good product if it has no defects but ones problem appeared they seem like dont want to take care of it... Just saying 

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