HP customer service isn't too good either.
I called them when the volume control bar on my laptop stopped working & their solution was reinstall Windows even though it's a hardware problem. When I asked how long it would take them to repair the laptop, the answer was I don't know, maybe 4 weeks.
As the problem wasn't critical, I just kept using the laptop & used the Device Volume button in the toolbar to control the volume instead.
For Asus, I think it depends on who is the customer service personnel that answers your question. Some are good & some are blur.

Me too, the Acer VN5 looks really nice but ACER used to have a bad reputation.
Not sure if they have improved. Any comments guys?