sure, it sounds like you understand why the support is bad for most of their devices (which aren't laptops), so here are things Dell support has helped me out with, with one of my laptops they made:
- issues with the OS (yep, Microsoft definitely isn't going to pick up the phone and provide support)
- processor speed issues
- processor virtualization issues
- overnighted me a processor replacement for me to replace under warranty
- overnighted me a technician to fix my poor processor installation, still under warranty
- overnighted me a replacement keyboard to install
as far as I know, Asus has neither negotiated nor paid retailers to provide the type of support manufacturers are supposed to provide, so they can't wash their hands of it
you seem to be pessimistic about things a support team of engineers can or should or will do, possibly based on experience with Asus support :), but tech support for a computer or a device exceeds "have you tried turning it off and back on" and "ok return it", or it's bad support
- issues with the OS (yep, Microsoft definitely isn't going to pick up the phone and provide support)
- processor speed issues
- processor virtualization issues
- overnighted me a processor replacement for me to replace under warranty
- overnighted me a technician to fix my poor processor installation, still under warranty
- overnighted me a replacement keyboard to install
as far as I know, Asus has neither negotiated nor paid retailers to provide the type of support manufacturers are supposed to provide, so they can't wash their hands of it
you seem to be pessimistic about things a support team of engineers can or should or will do, possibly based on experience with Asus support :), but tech support for a computer or a device exceeds "have you tried turning it off and back on" and "ok return it", or it's bad support