How is Asus quality and support?

Im looking to probably get an asus soon, maybe the g51jx or g73. Do they run well? And how is the support?

 

As long as you get your Asus from a reputable seller, support is exceptional. But even if you don't Asus support is still better than average compared to other manufactures.

 

I don't know about USA, but here is Germany the ASUS support is super.

 

Here in Canada, it's great. Especially since I live ridiculously close to their Markham HQ, so I just bring it there. Great support everytime Plus they usually have great warranties.

 

This is actually the first positive comment that I've heard regarding Asus support in the EU. Do you know if the repairs are done by a third-party contractor? I remember it being Anovo a couple years ago.

I should also mention that I had great experience with Asus support in Hong Kong and Taipei, Taiwan as well. Everything was done very efficiently and in a timely manner.

 

Well I don't know if there is third party company which does the repairs. As far as I know, all the items I sent for repair go to ASUS repair center in Netherland.
On the repair receipt usually there is no indication if this is a third party company.

One thing for sure is that they are super fast. So far in my experience the notebook or parts of notebook like supply and HDD came back very fast.
The notebook within 10 days and components within 6 days.

 

This would be reassuring news for potential Asus buyers in Europe (at least in Germany and the Netherlands). Thanks for info

 

Yea im in USA im sure the US support would be good

 

Personally I think it's a treat/novelty speaking with Asus support in the US. Speaking to a native english speaker is amazing, and not only that, one that actually knows a little more than what a training manual says. So instead of repeating the same remedial stupid crap over and over like a broken tape, you get a English speaker who can actually work with you to solve the problem. No offense to the employees in India, but I can't understand them, it's a real PITA.

Also quickly realize it may be hardware and get the RMA process done quickly. I love it, it's why I went with Asus again.

 

When I call asus support, it's usually korean americans with whom I speak - almost perfect english, but not as a first language. To be fair, I only notice because I have tonnes of korean friends...

 

Furthermore, the phone support is also quite good.
Especially, as some of the support personal are running a special forum which has a pretty good download section were the support team are always uploading new ASUS drivers and bioses.
Sometimes they even provide links to internal beta bioses.

Here is the link: http://www.asustreiber.de/

 

My call to Asus USA was okay, I wouldn't use great. She read from the script and had no ideas beyond the script. However, she did recommend the unit be RMA'd, which I decided to hold off on. She instead gave me a case number to bypass going through the process again.

 

How trustworthy would you think the BBB is? Have a look at their page at BBB... they seem to give a rating to Asus that, well, seems just a little too low... especially considering that from most other reputable sources, Asus support and quality is stated to actually be above average.

 

It's a good possibility that they are trying to fix that rating or issue and that's the reason for their support to seemingly be a lot better or praised now. I've built more systems then I can remember and I was a die hard ASUS MB pusher/installer and remember when support and their site was horrible *asustek didn't change and get better until a few years ago*. I've kinda stepped back into the realm of trusting them again recently and am in the process of deciding on a new laptop (after going through hell and back with Toshiba and Dell support over laptops, I'm through). Good luck to the OP on whichever you choose!

 

One word: TERRIBLE.

Buy a Mac, or a Dell if you need a PC.

 

It's posts like these that make me cringe. If you're going to post a negative opinion, you should at least have a horror story to back your claim up, and even if you do, just remember that your personal story is not indicative of the overall quality and support of a product/company.

My mother has an ASUS that has to be 3 or 4 years old, but it still runs just fine for her.

 

Sorry I'm with theoak1 here. Absolutely terrible to the point that I wouldn't consider buying Asus ever again.

Don't get me wrong the laptops are great quality but customer support is just disgraceful.

I'm of course basing that on my experience with them. Had a g2s that ended up frying (defective gpu).
Emails end up being unanswered, supervisors are mysteriously non existent when you want to talk to them.
Even my BBB complaint had no response from Asus despite them contacting Asus several times.

But if you really want a total opinion you should check out the Asus warranty thread.

 

In India it is handled by Rashi Peripherals and the service is terrible

 

Quite interesting. How much experience did you have with them? One repair only?

I am asking because there have been quite some negative recent reports about ASUS Nederland (where you say the repairs go). I myself have had a reasonably positive experience with them back in 2006, although they were not very fast. But since then I've seen some bad reports.